Lester Glenn Buick GMC

Lester Glenn Buick GMC responded

Jillian, thank you for taking the time to leave feedback regarding your recent experience with our team. We have brought your comments to the attention of our general manager. Typically in these scenarios, the dealership performing the work on your vehicle should continue working with the General Motors team to receive an answer on any request for reimbursement, including your request for a monthly lease payment to be made. It is not typical that the dealership performing the work and requesting any good-will stops at a certain point without providing a final answer and directs you to another dealership, as in these situations the customer is usually referred by General Motors to go back to the dealership in which the work was being performed. This is the message that should have been relayed to you and how it should have been relayed to you. We apologize for any miscommunication or perceived tonality of such conversations as that absolutely is not the level of experience we strive to provide our customers. Our General Manager is aware of your concerns and looking into this matter immediately. The representative from General Motors that would be our contact for such matters is currently on vacation. We cannot promise anything under the circumstances but will be following up with this representative once they return to gather any assistance that we can. Our team will be in touch with you as soon we learn more. Thank you.

Lester Glenn Buick GMC responded

Loumackspeed, while we always welcome feedback as we truly believe in improving our processes and using customer feedback to help guide us, we do not appreciate unwarranted personal attacks or the sharing of misinformation. In this case, we feel that your feedback does not reflect the cause and conversation that took place during your visit, and we would like to share the facts as we understand them. As you stated, you purchased your vehicle from another GMC dealership in the state. You have never serviced your vehicle with our facility up until this recent visit. After purchasing your vehicle, you had a non-manufacturer (non-OEM) 7" lift kit installed on your new truck with 37" tires from another shop. You visited our shop for what was determined to be an axle leak. The axle angle of your truck was severely changed due to the non-factory/aftermarket items installed on your vehicle. Our service team informed you that you would need to bring your truck back to the facility in which you had the aftermarket parts installed on your vehicle and bring your vehicle back to factory specifications for General Motors to consider covering such repairs under your vehicle's drivetrain warranty. We are sorry to hear that you were unhappy with that answer and that you felt the need to leave a review about your experience given our response to the cause of your vehicle's needed repairs. We strongly recommend that you review the terms and conditions of your vehicle's warranty and how a warranty may be considered voided if a repair is needed due to use of aftermarket equipment. As a certified General Motors repair facility, we are obligated to abide by the rules set in place for warranty repairs and coverages. As part of this obligation, our team will inform customers the scope of what can and cannot be covered under their manufacturer warranty and offer assistance however and wherever possible. We take pride in assisting our customers to the best of our ability, and have been doing so since 1956. We understand that you do not wish to purchase a vehicle from us or service with us in the future. While we do not agree with the reasons being used for that decision, we respect that as your personal decision and wish you the best of luck in the future. Thank you for your feedback and the opportunity to share our perspective.

Loumackspeed responded

First of all i purchased a jeep from you guys in 2014 and same thing when it had problems you guys suck i though things would change in time but same old for me First of all even if you wouldn't cover the $50 part because your business might go broke from the time i dropped the vehicle off the night before for a 7am appointment and i called at 730am and got told i would get a call back that they were looking at it never got that call i called up like 1pm thinking things are getting fixed no one knows nothing my advisor tells me that the part is three days out can i leave the truck i tell him can i get a courtesy car they tell me only if you engine blown they give them out so then still have no idea whats going on and call back again at 3pm then mike gets on the phone and pretty much calls me a liar about what i was telling him so for that reason alone i wouldn't recommend anyone i know to buy anything from any Lester's glenn i don't care how many dealership you have and just so you know the $55 part got covered go figure not from you guys

Lester Glenn Buick GMC responded

Wagnermatos89, thank you for your feedback. We understand you spoke with a member of our management team regarding this matter yesterday. We believe there might be a misunderstanding here as the reason we cannot provide you with an additional temporary license plate tag has no connection with the cost, It is illegal for us to do so, and therefore would have never been promised by our team upon purchasing the vehicle, or in any discussions thereafter. We are only permitted to create one temporary tag. Our manager advised you yesterday when he spoke with you that you would need to speak with the Department of Motor Vehicle in the state you are registering your vehicle to request a second, temporary tag. This cannot be provided by the dealership. We hope this clears up any confusion on this matter. Thank you.

Lester Glenn Buick GMC responded

Your satisfaction is important to us, so we want to sincerely thank you for choosing Lester Glenn Buick-GMC! Thank you for detailing your Lester Glenn Experience with Lou. So happy Lou and our team could take great care of you. We hope to see you again soon!