With regards to the mechanics and techs, there were some errors in engine ordered, flywheel ordered, etc which understandably happens. The techs (Dave Hoff and Scott Black) were nothing but helpful and supportive through the experience working hard with GM and our after-market warranty to get the best service possible. I also had them do a complete fluid change. All in all an engine replaced, struts and shocks replaced, new fluids, alignment—thousands of dollars of work that I was happy to give them. We were grateful for the loaner during the three weeks of not having the car. When I picked it up I we noticed a large scratch on the rear bumper, the employee noted it in her report and we took the vehicle. Upon returning the vehicle my wife (unaware of the scratch bc she did not pick it up) was questioned by the employee Marsha about where it had came from. Marsha was nothing but accusatory and belligerent with my poor wife who was doing her best to move two toddlers and their car seats from the loaner as Marsha berated her about the scratch saying “it looks fresh” and asked her if she hit something and didn’t remember. She asked her to settle the bill before she left and that it would be best to file a claim with our insurance. My wife quickly called me and luckily I had taken both pictures and photos of the scratch and sent it to her dept. I asked to speak with Marsha as to why this issue was not documented previously (if I had not taken the photos we maybe be stuck with the costly repairs). When speaking with her on the phone she was unapologetic, belligerent, and very rude. I had asked why this documentation was not reviewed and she responded with “because my wife was in a hurry” even though this whole ordeal lasted my wife about an hour. I asked her simply to apologize for being belligerent and accusatory to my wife in rude way to which she responded “I already apologized in the voicemail I left you”. I quickly read the transcript to her that there was no apology. She then continued to deny any responsibility and was silent on the phone until I finally realized we would get no where. In sum, amazing mechanics and staff—terrible experience with Marsha. Everyone has their bad days but to continually be unapologetic for a stress to my wife was unacceptable. I will continue to do business with your company bc of both Dave and Scott but this particular experience has put a bad taste in my mouth.
We had an amazing experience with Joey and Kaleb. Everyone we had contact with was so polite and welcoming from the receptionist to Landrea. They worked with us to make the experience painless and as easy as possible while working with some stuff we needed to do!
Bill, thank you for sharing this great feedback with us about your service experience. Reviews like yours let us know that we're achieving our goal and we're glad to hear that you were pleased with your visit. Thanks again!
My service advisor is-was outstanding - I actually look forward to visiting the local GMC service dept given my expectation to work with Mr. Blasiak - a young man, but professional, knowledgeable, and compassionate towards our service/repair needs each time.