Chevrolet Buick GMC Cadillac of Murfreesboro

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!

Chevrolet Buick GMC Cadillac of Murfreesboro responded

Hi, we're extremely disappointed to hear that you left Chevrolet Buick GMC of Murfreesboro feeling unsatisfied. This is never something we want to hear. We would like a chance to make this right. We're sorry to hear that you had such a negative experience with us. Please reach out to us at (615) 640-9232 so we can discuss the details of your visit. We hope to restore your confidence back in our dealership. Take care.

Russrdog responded

I plan on using your facility in the future but please look into this and make a note for my visit or implement a procedure in your shop to keep this from happening in the future.

Chevrolet Buick GMC Cadillac of Murfreesboro responded

Hi, thank you for your kind review; we are happy to pass along your comments to the team here at Chevrolet Buick GMC of Murfreesboro! We look forward to your next visit! Take care!

Chevrolet Buick GMC Cadillac of Murfreesboro responded

We appreciate the feedback. As one of the consistently Top 3 GM dealers in the State of Tennessee, we pride ourselves on being competitive in our pricing on both our New and Used vehicles. While we understand that some dealerships have different pricing models, we determine our pricing based on the current market at the time. As supply and demand continue to change in this rapidly evolving market we will continue to monitor our pricing policies to remain competitive in the marketplace. Sincerely, Gm Murfreesboro Management Team

Chevrolet Buick GMC Cadillac of Murfreesboro responded

We sincerely apologize for the experience. We believe that all customers, no matter the vehicle, deserve our best every time. In this case we obviously fell short. We will continue to strive to be better each day and will use this as a coaching opportunity to help us improve. We appreciate the feedback. Sincerely, GM Murfreesboro Management Team

Chevrolet Buick GMC Cadillac of Murfreesboro responded

Hi, 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. Thanks again for the recommendation, and have an amazing day!

Chevrolet Buick GMC Cadillac of Murfreesboro responded

Hi, thank you so much for your feedback about Chevrolet Buick GMC of Murfreesboro! We strive to provide the best experience to all our customers. Our team will be very happy to hear about your kind words and high star rating!