Chevrolet Buick GMC Cadillac of Murfreesboro

Chevrolet Buick GMC Cadillac of Murfreesboro responded

Hello, when a customer makes the effort to write a review as generous as yours we know that we are doing our jobs correctly. We are sincerely grateful that you chose Chevrolet Buick GMC of Murfreesboro for your vehicle needs and promise to deliver the same experience or an even better one the next time you visit us.

Chevrolet Buick GMC Cadillac of Murfreesboro responded

Hi, thank you! We take our reviews seriously and are delighted to hear about your visit. At Chevrolet Buick GMC of Murfreesboro we are always striving to do better than your last visit.

Chevrolet Buick GMC Cadillac of Murfreesboro responded

Hello, we're glad to hear our staff took such great care of you! Here at Chevrolet Buick GMC of Murfreesboro we strive to provide a comfortable environment and relaxing facility to every guest. We hope we can continue to be of service to you down the road!

Chevrolet Buick GMC Cadillac of Murfreesboro responded

Hi George, we are very happy to have provided you with such a positive experience! It means so much to us to have earned your trust in our business! We hope to see you again in the future and make your next visit even greater than the last! Take care!

Chevrolet Buick GMC Cadillac of Murfreesboro responded

Hi Nancy, thank you so much for your kind words about your experience here at Chevrolet Buick GMC of Murfreesboro. We try every day to satisfy our customers and it’s always nice to know when we succeed.

Nancy responded

Same as above

Chevrolet Buick GMC Cadillac of Murfreesboro responded

Please accept our apologies for any confusion. Like most dealerships, we do have a policy that prohibits test drives of certain high performance or "special" vehicles without management approval. However, in this case management was able to accommodate your desire for a test drive. As far as the deal and us accepting your offer, you said that you wanted to think about it because you had found another vehicle elsewhere. At that point we were under the impression that we did not have a deal. Unfortunately we do not presell, take deposits, or hold vehicles. Because of our LIFETIME WARRANTY when we do have one of these rare or high demand vehicles, it creates a lot of interest. That is one of the main reasons all of our inventory is sold on a first come basis. We certainly apologize for any confusion or inconvenience that may have been caused but it most assuredly was not because we don't care about the customer. We would have loved to have had 2 of the same vehicles so that we could have accommodated both customers but unfortunately that wasn't the case this time. Please contact our GSM, Bubba Ruffner, if there is anything else we can do for you. Sincerely, GM Murfreesboro Management Team

Chevrolet Buick GMC Cadillac of Murfreesboro responded

Mr. and Mrs. Gonzalez, We sincerely apologize for any inconvenience we have caused and completely understand the need to vent your frustrations. However, there are a few details we would like to point out. While we aren't sure exactly how the conversation went with Chase, we provided the key fob after the review because that's when we were made aware of the issue. You're correct, Chase should have done a better job and relayed what was owed to you to management. However, you can tell that we take the reviews seriously, because when made aware, we rectified the situation. We should have done better but the review was the notification not the reason. We have the time stamps for the oil change and while there are times when we do get backed up because we service well over 120 vehicles per day, the oil change took just over 2 hours not 4. Still too long but again, there are days when we get overloaded and do the best we can. And accusing our employees of stealing on this forum without ever bringing it to anyone's attention is unfair to say the least. As for a "bumper to bumper" warranty, that is a term that should be wiped from the lexicon of the auto industry, we agree. While there are maintenance agreements sold by some dealerships that have some level of maintenance included, no "warranty" covers wear and tear items, cosmetics items or trim. In your case, when it was brought in for the overheating, shifting issues, running board not working and an oil leak about 7 months after it was purchased there was almost $2500 of the bill that was covered under warranty. The $578.61 that was your responsibility was the $100 deductible for the warranty along with some wear and tear items such as 3 belts, a motor mount and engine cooler lines. Again, these are wear and tear items and it clearly states in the warranty paperwork that those items are not covered. As for the 12 days that your vehicle was here, we agree it stinks. However, there is a national shortage of parts that every dealer and manufacturer is dealing with. We can assure you that if we have the parts we will install them quickly because having vehicles sit on our lot doesn't do us any more good than it does you. We know it frustrates customers and we do everything we can to avoid it. If the vehicle is sitting here, we're not getting paid from you or the warranty company until it's finished and that's bad business. As for the running board malfunction and the rough idle, we would love to find something wrong. The way it works is, if we can find something wrong, we get to fix it and the warranty company pays us. If we can't prove there is something wrong it becomes warranty fraud. If we can't make the running board malfunction while it's here it's difficult to explain to the warranty company why we fixed it. Intermittent issues are the most frustrating for everyone. Especially us. Our tech spends his time trying to make something happen and while he's doing that he isn't getting paid. They get paid to fix problems but if they can't find one that's a different story. As for the damage we supposedly caused, the good news is we have special camera's in our service lane to catch just those issues. It captures the vehicle being brought to our shop and we can see down to the size of smaller than your little fingernail. We would be happy to go back and look at the cameras with you if it was within the last 30 days that the damage was caused. if it was caused here, we will fix it. Sincerely, GM Murfreesboro Management Team

luig2685 responded

Your response did not disappoint since it’s consistent with with what was to be expected when compared to other complaints: deflection and excuses for horrible service instead of solutions. I did not post this to get a desired result from you. I posted this testimony to deter other buyers from purchasing anything from your dealership thus avoiding them a nightmare which is nowhere to be found at other nearby Cadillac dealers reviews. A simple BBB search, FB search, yelp search etc… is enough to prove everything I said is true. All your customers didn’t just band together to complain about very similar issues. Nice try though!

Chevrolet Buick GMC Cadillac of Murfreesboro responded

Hi, we appreciate your positive review about your recent experience with us! Please let us know if you have any additional questions about services you received. We're always ready to assist in any concerns you may still have. Thank you for choosing Chevrolet Buick GMC of Murfreesboro!