Faulkner Buick GMC West Chester, INC. - Service Center

Service Department Complaint On 5/8/15, my 2011 Buick LaCrosse had an emergency (trip interruption) in Wayne, PA and was towed to Faulkner GMC Buick, West Chester, PA by AAA; wa On 5/8/15, my 2011 Buick LaCrosse had an emergency (trip interruption) in Wayne, PA and was towed to Faulkner GMC Buick, West Chester, PA by AAA; water pump was replaced and the car was picked up on 5/11/15. After returning to Lancaster, PA, I found that the rocker panel area just behind the passenger side front wheel was damaged. I took it to Autohaus Body Shop where several professionals opined that the rocker panel damage was consistent with damage caused by a car lift. When I contacted Faulkner's Service Manager, Mr. Johenning, he denied that it happened in their shop; said that the damage was recorded on the back of their work order as already existing. The conclusion by those adjudicating my complaint (General Motors Customer Service and Erie Insurance ) was that it was a "he said, she said" argument and the complaint was closed. AAA had investigated the complaint and advised that the damage was not consistent with their flat bed tow. On 9/15/15, having a transmission shifting problem, I took the car to my regular dealer, Jones GMC Buick, Lancaster. PA. They determined that the problem was the Control Solenoid Valve (CSV) which they replaced. During their repair sequence, they reviewed the car's warranty service record and found that the CSV had supposedly already been replaced; replaced by Faulkner during that Emergency service last May as a Warranty Service. However, Faulkner allegedly replaced the CSV with a part that was not compatible with my Buick. When asked if they could have, by chance, just listed the wrong part number, I was told that the alleged replaced CSV was the original equipment. Goes right to the heart of the Faulkner Service Department's credibility; one wonders now if the alleged notation on the back of the work order was really made at the time the car was checked in or was it noted, by chance, after the car had been damaged while in Faulkner's shop. If they would bill General Motors for warranty work that they didn't do, I believe then that they would claim the damage to my car already existed. I am now in discussions with my attorney about initiating a suit against Faulkner. More

Awful Body Shop!! DO NOT go here! This review is for the body shop only. cliff notes: awful body shop, avoid at all costs!! I should have put more faith into some of the bad revi This review is for the body shop only. cliff notes: awful body shop, avoid at all costs!! I should have put more faith into some of the bad reviews. I was rear ended and their insurance had Faulkner's body shop on their list of recommended shops. Getting in for the estimate was fine, but I had a feeling it was going to require more work than they wrote in the initial estimate based upon the damages, but they didn't spend much time looking at the damage. Took almost 3 weeks to get in and it was supposed to be a one day turn around... it wasn't. There were additional parts damaged they needed to replace, but they had to order them and instead of getting my car back in 1 day, it took almost a week. I go to pick up my car, and the paint on the new bumper looks good. The other trim pieces look awful. There's huge gapping on the bumper cover and a factory tow hook cover they just didn't replace and was damaged. They tell me they'll order new parts and call me when they're in. They never call. I go on vacation, still don't hear from them. I call them when I get back, the parts are in, they tell me it should take 30 minutes, tops, to put them on. Lies. I spent 1 hr 20 minutes in their waiting room and guess what? There's still gapping. The body shop guy tells me that's just how it is because they're held on with double sided tape. My brand new car didn't have gaps there before, but it just proved to me how incompetent their body shop is. I don't have time to waste right now and I'm 99% sure if they redid it again, it would be just as bad. This is truly an awful body shop, and no one should ever go here. I plan on contacting the insurance company who paid for everything and letting them know how awful they are. Maybe I can go to a better shop and get my car fixed correctly. I could go on even longer about more issues, but hopefully you get the idea.. stay away! cliff notes: awful body shop, avoid at all costs!! More

Had warranty repair work done on my truck, for air bag failure...after 8 trips it has still not been resloved.. The vechile has since run out of warranty, and the factory agreed to extend the warr failure...after 8 trips it has still not been resloved.. The vechile has since run out of warranty, and the factory agreed to extend the warranty...until the dealer claimed the system was tampered with.. Still not repaired. More