Van Buick GMC's Reviews

1.9

(9 Reviews)

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Stephanie V.

Phoenix, AZ

04/01/2025

DISHONEST SERVICE DEPARTMENT

This service department is VERY dishonest! Service advisor had me wait 3 hours for an oil change and tire rotation. When asked if my vehicle was ready yet, I was finally told that it's ready and it was "forgot about". Was told the service was on him and when asked for my service ticket, was very hesitant to give to me. I told him to email the paperwork to me and he said he would. As I proceeded to drive away, I noticed the oil change sticker was not updated. So I called him right away and asked why it wasn't changed and if they seriously did complete my service. He said yes it was done and they probably forgot, which just doesn't sound reassuring. So again, I asked to please email me my service report and he said he would. Hours went by with no email. Again, I called and asked for my paperwork. I was told he sent it which he did not. He said he would resend. I wait another few hours with no email from him. It totally felt odd with this visit/service advisor and my gut feeling was telling me that my service was not done, and he was just telling me that it was. When I got home, I told my husband the whole story, we checked out my vehicle and determined the service was probably not done. We had an appointment the next day for his vehicle, so we decided to ask for my paperwork while we were there and we were set to see another advisor. Once we checked in, I proceeded to tell the service advisor what had happened and he proceeded to go find my service paperwork from the day before. Upon checking for my paperwork, it was determined that NO SERVICE was done. The previous service advisor had me wait over 3 hours (when I was told it would be 1hour at most 2 since it was not busy when I went) then to come get me that my vehicle was ready and sorry, they forgot about it. The service advisor gave me my keys, told me the service was done when in fact NOTHING was done, and HE KNEW IT!! HE LET ME LEAVE there knowing dam well no one did service on my vehicle, and HE TOLD ME THEY DID! If I hadn't felt weird about the situation and checked my vehicle ourselves, I would have just drove my vehicle for another 5,000 miles until the next service was due and my engine could have just completely messed up! So, upon that finding, the new service advisor said he would talk to his manager about this situation as he knew this was wrong. He also had me bring my vehicle back on Monday, which I did and they actually did the service. Mind you, to this day, NOT ONE MANAGER has called or contacted me about this situation. I'm guessing they are trying to just sweep this under the rug, or they don't take the DISHONESTY from the service department seriously. Some may not think this is a big deal, but it truly is. Some advisors are telling customers that service was done on their vehicles when in fact, nothing gets done and they charge us customers for it. How many other people have they don't this too or was it just me for whatever the reason may be? It's just SO DISHONEST for a dealership service department to do this and just get away with it. Again, how many others have they done this too.

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