3 years ago
READ!!!! READ!!!! READ!!!!!!!
READ!!!! READ!!!! READ!!!!!!!
Absolutely horrible experience from beginning to end. My wife and I went I over a year ago to trade in our 2008 GMC Yukon for a newer model that would be suitable for our family. After being at the dealership for what felt like an eternity, they finally were able to finish up our paperwork. The salesman we worked with, who I don't believe is even there anymore, promised us two oil changes, two instances of them fueling up our vehicle, and auto detailing for the life of our vehicle. Well, of course it was all shenanigans. The auto detailing is simply them running it through a quick wash, no vacuuming of the vehicle or protectant for the tires. When we tried to get our second fuel voucher, the salesman said that they no longer can do it for us as GMC doesn't offer it anymore. He then changes his statement to say that we already had it filled twice. The first was done when we bought the vehicle. Now, when we test drove it, it was already fueled up! So of course they didn't honor it.
Now, here is where it gets absurd. We had an issue with the plastic behind the seats. The plastic pins that hold it up were broken. At the same time, the rubber seal that goes around the rear door started coming loose. We took it in (this was a few months after purchase) and they claimed to fix it. A week later the plastic pins were broken again and the rubber seal was pulling away. We called them and they said they did all they could.
Issue number two. We called about using one of the first oil changes only to find out that we would have to pay $70 plus for the service. Apparently no one told them it was supposed to be complimentary. We waited for a manager to call us and never received that call.
Issue number three. Our tail light stopped working. Simple fix right? No, not at all. Apparently GMC has issues with these tail lights going out on people within a year or two of them purchasing the vehicle. Look up GMC tail light issue and there is a host of websites that track just how many people have had this happen to them. Our first call was to the service department. The gentleman who answered the phone told us that if the part was defective, and we bring the vehicle in, that GMC would file the claim for us and get it repaired even if the vehicle was out of warranty. Now, not once did the guy say that it would happen only if there as a recall. At no time did he say we would have to go through an approval process or that there was some sort of tool that as used to determine how much GM would cover. He said they would cover it all.
So of course we schedule the appointment for the next day. The guy said to make sure we tell them it was a defective part, and we do just that. Alex, the assistant service manager, tells me that no, they would not in fact pay for the part. He called in his manager, Ed. We explain the situation to him, and he calls another manager who can send him the recording of the call. Now again here come the shenanigans. Ed and I both listen to the recording. We both are in agreement that the gentleman who took the call says that GM will pay for the replacement of the part. Ed even tells me that the guy misspoke and that he shouldn't have made that promise to us.
Ed tells me that he will look into it some more and he will let me know what can be done. Of course he calls back to say that they will not honor the promise made to us and that we would have to pay over $740 to get the part replaced. Not a single consolation from this company.
During my call with Ed, he says that the guy who made the promise is going to be suspended, reprimanded, and re-trained. In the same conversation he said that gentleman who made the promise wasn't wrong in his statements.
Now, if he wasn't wrong, why would he be reprimanded? If we were wrong in believing what he told us, if it was a misunderstanding, why take thos actions against their employee?
I have tried calling the President, or Chief Operating Officer who usually replies to negative reviews. I've left a message and hope to get this resolved.