Winegardner GMC Buick of Prince Frederick
Added on January 3, 2016, by Reviewer602372
Review: I own a 2006 ******* ** *** which I purchased from Winegardner in 2006. The staff was very helpful, very friendly. I had an issue with my sunroof leaking, and I had to bring it to the dealership 3 or 4 times to correct. All covered under warranty of course. I wasn't happy about having to bring it back numerous times, but eventually the problem was resolved and the staff, again, was helpful.
Tuesday, January 13, 2014, I brought my car back to Winegardner because I had a leak somewhere. I was unsure if it was the sunroof again. I droped my car off at 8:30/9:00am. I called at 1:30pm to find out if they had looked at it yet. The gentleman I spoke with said they just finished, and it'd be $145. I asked, "ok, for what"? He responded, "to fix it". I asked, "to fx what? What did you find? What is the problem"? He replied, "the sunroof; the drainage". I asked, "what about the drainage? What was wrong"? After several minutes of pulling teeth to retrieve information from this man, which he could not provide, I finally said, "ok, go ahead and fix it. How long will it take, when can I pick it up"? He said an hour and a half, and I could pick it up that evening.
Tuesday evening, around 5:15/5:30pm I arrived to pick up my vehicle. I asked the gentleman, whom I spoke with over the phone, a few more questions about the repair and any associated warranty. I didn't get much information from him, again. He was very short with me and didn't seem to know anything about the service I was provided. A contractor had completed the job on behalf of Winegardner. I was informed of a one year warranty on the job though. Customer Care Specialist, **** ******, retrieved my invoice and proceeded to check me out. She mentioned to me that she thought it was unusual for the man to not answer me or offer any additional information. She offered to speak with the manager on my behalf to find some answers for me, which I appreciated. It took about 15 minutes for a member of the staff to bring my car around to the front of the buliding. I walked out to check out the repair. When I opened the passenger door, I look at the foot board and noticed water. I mentioned to **** that that was odd. Is it still leaking? Or is it just wet? (We had rain that evening). Then I noticed a shop rag left on the floor of the backseat. I thought that was odd too, but no big deal. They forgot a rag. When I reached down to pick up the rag and hand it to ****, I felt how wet my floor was. I asked ****, "should this still be wet? Wouldn't they have dried my carpet as part of the job? How do they know the leak is fixed if the floor is still wet?" She said that wasn't very acceptable and proceeded to find some more shop rags to help dampen up the water. Before she stepped away I said, "ok, this is irritating, they folded up my floor mats and left them on my backseat". They really didn't clean up after themselves". I reached in and grabbed the mats to place them back on the floor, but they too were soaking wet, and dirty. Now my backseat is soaked and dirty. That's when I stepped back and said, "ok, now I'm upset. This is compeltelu unacceptable service. I'm not leaving until someone cleans this up. You can't return my car to me like this after I paid for a service". **** agreed and took me inside.
She offered me a rental car free of charge so I could get home for the evening. (I left around 6pm). She said she would turn this over to the general manager in the morning. My car was not put through a quality control inspection as all cars are supposed to go through after service. I agreed, and thanked her for her help. She called me in the morning (Wednesday January 14) and said they were cleaning my car and drying the floor. She said she or the GM would call me when they were through. She called me later in the afternoon and asked if they could go ahead and keep my car overnight. They wanted to keep it in their heated and enclosed bay garage to continue to dry overnight. I agreed that would be fine. I'd rather get my car back completely dry to ensure the leak hasn't returned.
I returned to Winegardner Thursday morning about 9am. I asked to speak with the GM, **** **********, to let him know what happened and that I wasn't happy about the condition of my car after service. He apologized. I asked him more questions about the repair to understand the problem. He did not have any information, and he had not even looked at my paperwork. That frustrated me, as he is the GM and knew I was coming in with questions and concerns. I asked for the contact information of the contractor who completed the job then so I could get some answers, which he relunctly provided. I asked again about the 1 year warranty since my invoice did not have that printed anywhere. He said they don't offer warranties. I told him that his colleague said they did. He retrieved my paperwork and found where the contractor offered a 1 year warranty for his work. and he gave me the carbon copy of that invoice. He still didn't think there should be a warranty though. I asked the GM if my car was cleaned up or detailed for my trouble, and he said, "detailed, no, but we cleaned it". I said, "ok, no problem, let me just see it". A staff member brought my car around. I looked around and all looked clean and nice. I accepted the clean up they did, but noticed an error message on my CD player. I thought, "that's not right. I didn't have any CDs in the car". I tried turning the stereo on and off and hitting eject and load to clear the message. That did not work. I had a CD in my purse, so I tried to insert it. I could not. It was blocked. I returned to the service department and told the GM that the car looked nice, but there is an error message on my CD player, "CD Changer Error". He went out to look at it, and said there was nothing he could do. I said, "I did not have this message when I brought my car in. Somebody here did something. I'd like this addressed". He said he'd have to send my stereo out to find out what was wrong, and it'd be my cost, not Winegardner. I said, "no, this is your problem. I didn't do this". He would not help me. I was expected to just leave.
I went in to talk to **** and return the keys to my rental. I was choked up and told her I was not happy and that someone messed up my CD player and the GM won't address it. I said this was the worst customer service I have ever experienced, and I did not know what I was supposed to do at this point. The GM came up behind me and interjected, "I've done all I can for you. I put you in a rental and had your car cleaned". I said, "no, **** put me in a rental because your staff left my car a mess and did not conduct a quality control inspection. You had no choice but to send me home and correct your mistake". I also informed the staff that I was interested in purchasing a new vehicle soon, but that I would not return to Winegardner to do so. As I left I restated that this was the worst customer service and that the GM was neither friendly nor helpful. He raised his voice and repeated that he did all he could with the rental and clean up. I told him not to argue with me, that's not how you treat your customers, and that I was leaving. I left.
I did some research about the error message. with no luck. I took my car to ******** ****** to take a look at my CD problem. They spent an hour researching the issue/error message and were able to pull off my dash panel and reset the whole stereo system. They said my battery must have died while running with keys in the ignition, and that's what caused the error message. They charged me $45 to fix it for me. Thankfully it was a pretty easy and quick fix. I do not undersand why no one at Winegardner would take a moment to do this for me. It's a factory stereo. They wanted nothing to do with me or my business and sent me on my way.
I am filing this complaint because I have never been treated so poorly before. A General Manager is supposed to help solve customer problems and be helpful. This man, **** **********, made my siutation worse. He did not want to provide any information or any assistance. His Customer Care Specialist, ****, did all the leg work. The GM was just rude and dismissive and then argumentative. I am a customer who just had service done to my car in his establishment. I wanted some information about the job performed. That's not asking too much. He didn't want anything to do with that.Desired Settlement: I'd like Winegardner to pay for the service ******** ****** performed to fix my CD player. Winegardner let my battery die and cause the error on my CD player. I'd also like a verbal and written apology from the GM for his poor customer service and rude behavior. It was extremely unacceptable.
February 3, 2014
Attn: ******* *******
Reference your letter dated January 27, 2014. **. *****'s vehicle was returned to her in an unacceptable condition. I was not present at the time but empower my employees to do the right thing which is why **** ****** had the ability to place **. ***** in a rental and arrange to have the vehicle cleaned and kept an additional night so that it could dry out as best as possible. As I returned from an early morning meeting **** introduced **. ***** to me and **. ***** immediately started asking me questions that! did not have the answers to. I retrieved the repair order so that I would have the correct answers and immediately gave her a copy of the attached sublet invoice.
I can’t tel! you how many times I apologized for the entire situation but I remember being told my apology would not do. I received an email informing me of the repair cost of $47.70 for the radio and requested a copy of the invoice so that I could process her reimbursement. I received the invoice by email this morning which I will attached along with my request for the invoice.
I apologized in person and once again in my email response. I will make sure **. ***** receives her reimbursement.