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Gay Pontiac,Buick, GMC, Inc.

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Reviews Gay Pontiac,Buick, GMC, Inc.

Gay Pontiac,Buick, GMC, Inc. Reviews (4)

The customer had the vehicle towed to our dealership and said it would not start.  We charged the battery and the vehicle started.  The vehicle is 24 years old and has numerous mechanical issues.  We advised the customer that we could not work on it due to the age and issues with the...

vehicle.  We did not do anything to the vehicle except charge the battery.  All other problems were pre-existing.  The customer was not charged anything other than his tow bill which he arranged with the tow service on his own.

Our service manager called to apologize for the confusion and discuss the matter with the customer.

Mrs. [redacted] called Friday after our service department was closed.  She spoke to a sales manager and requested that she be able to drop her [redacted] off Saturday morning but would need a loaner "exactly" like her current vehicle.  The sales manager informed her that we did not have a...

[redacted] loaner available like hers.  This is not something we normally do but since she requested it because of her child the sales manager offered to pull a demo off the lot and let her use it.  Service was closed so he told her he would park it in service and leave the keys for the advisor.  Mrs. [redacted] arrived first thing Saturday morning.  The advisor gave her the demo to drive and she came unglued because it was not cleaned to her standards.  She started cussing at him.  He offered to take it back and have it cleaned while she waited or to get with sales and see if they can get her a different vehicle as soon as they arrived.  Mrs. [redacted] proceeded to go to the sales department and cuss out the receptionist.  A salesperson was there and walked up to try and assist her.  She asked him if he was [redacted]  He asked her to calm down and not scream at the operator.  She left in the demo demanding that we bring her a clean vehicle later that day after she had a chance to sleep since she had been up all night working.  We did not send her a threatening email.  I sent her an email because I knew she was asleep and I would not be available that evening to talk to her when she awoke.  The email stated that her behavior was not acceptable and if she was going to behave that way we would not be working on her vehicle.  She read the email and called the sales manager back and proceeded to scream and yell at him, again using profanity.  He relayed that message to me and I informed him to deliver her vehicle back to her and pick up our demo which we did.  Mrs. [redacted] has had some service concerns in the past and at times we have not been able to duplicate the issue, therefore we could not make any repairs.  We have tried to make accommodations for her on multiple occasions, like having her first 2015 [redacted] replaced with a 2016 and she only had to pay the $2000 difference for the model year upgrade.  When her car was in an accident and she couldn’t live with it anymore because in her eyes it would never be the same we worked with her then.  Also in the past we pulled a new vehicle off the lot for her to use as a loaner because she would not accept using one of our regular loaner vehicles like every other customer does. The warranty for her vehicle is good at any GM Dealership.  When the sales manager asked her to stop yelling and cussing at everyone here she told him she had “freedom of speech” to talk however she wanted.  So, we also have the freedom to deny service to anyone which we have decided to do from this point on with Mrs. [redacted] as we do not wish to subject our employees to that type of behavior any longer.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

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