Tyler Shay

My experience purchasing a used 2023 GMC Yukon Denali from Albrecht Buick GMC was defined by poor communication after the sale and, ultimately, a very disappointing response from management. I signed from Albrecht Buick GMC was defined by poor communication after the sale and, ultimately, a very disappointing response from management. I signed the agreement and made my down payment Tuesday evening and was told the vehicle should be ready by midday Wednesday. It wasn't. After repeatedly having to initiate contact myself, my wife and I eventually drove back to the dealership Thursday evening simply to find out what was happening. When we arrived, our salesperson, Nick, asked, "Did someone call you about your car being ready?" Nobody had. That was exactly why we were there. To his credit, John stepped in, acknowledged the communication failure, apologized, explained the service delay, and tried to make things right. He was professional throughout my interaction with him, and the Yukon was finally ready Friday morning. The problems continued after delivery. At pickup, I specifically asked Nick for the second key. He initially directed me to Finance. Finance didn't have it. Nick then told me he would find it and let me know. For nearly two weeks afterward, I repeatedly had to contact Nick regarding the registration, inspection, and missing key. His emails repeatedly indicated that the dealership was looking for the second key. Eventually, when I asked what would happen if they couldn't find it, Nick told me replacement was "above my pay grade" and directed me to management. I emailed Sales Manager Tyler on August 10 asking to discuss the situation. I received no response. When I subsequently reached management by phone, I was told that unless someone had explicitly promised me two keys, the dealership provides only whatever keys it has with a used vehicle and would not replace the missing key. I was also told that I had chosen to leave the dealership without it. That position was never disclosed to me before or during the sale. More importantly, it was not disclosed when I specifically asked for the second key at pickup, nor during the subsequent emails in which I was repeatedly told they were trying to locate it. If the dealership's policy is that a used vehicle may only include one key, that's something a customer can evaluate before purchasing. What I find unacceptable is allowing a customer to leave believing an outstanding second key is being located, continuing to tell him you're searching for it, and then ultimately relying on "you don't have a promise in writing" as the reason you won't replace it. The second key is replaceable. Trust in the dealership isn't. The larger issue was the pattern throughout the transaction: missed expectations, almost no proactive communication, repeatedly having to chase outstanding items myself, an unanswered escalation to a sales manager, and finally management taking the position that because I couldn't produce a written promise for a second key, they didn't owe me one. Based on my experience, I would not purchase another vehicle from this dealership. More

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There were several parts on back up and my vehicle was at the dealership for over two weeks. There were no loaners available and the dealership would not re-imburse for a rental as I was out of warranty. My the dealership for over two weeks. There were no loaners available and the dealership would not re-imburse for a rental as I was out of warranty. My vehicle is the only vehicle in my household. The dealership needs to do a better job of providing substitute when there are delays in service. Thanks More

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