Liberty Buick

Liberty Buick responded

Thank you so much for taking the time to let me know how happy you are with your experience! Feedback from you is one way I know we are achieving our goals. Let me know if I can assist you again! Sincerely, Justin Sgro, General Manager

Liberty Buick responded

Unfortunately, I cannot go into too much detail on this matter out of respect for the customer. This is not the customer that wrote this review. The customer seemed very embarrassed when we called her about an Attorney General complaint that we received from her a few weeks ago.We later found out she did not write an Attorney General complaint. The complaint was written by her child but her child used her email address and also fraudulently signed her name on the Declaration Section seven stating that he or she was the customer.When we saw this, we immediately called the customer, she was surprised and had no idea what we were talking about. This was also after we cashed her check and it was good.The customer then reached out to the Attorney General Department and had it removed within a couple of days stating it was not her who made the complaint. Again, without going into too much detail, we did have a down payment issue at first, we never called the customer and threatened her. She just decided to put a different amount down then the original amount which was fine but it did make her payment increase, the customer was aware of this and agreed to this. The customer originally came in needing a vehicle with another person that actually drove her here and negotiated the whole deal to make sure she got a great deal and to protect her from making any wrong decisions. The person who wrote this review never mentions this part. Then the customer's friend leaves her here to take delivery of the vehicle she was purchasing that same day.She did not have a vehicle because the insurance company was totaling her vehicle. The customer changed the down payment because somebody talked her into keeping the salvage title vehicle many weeks later. Having the salvage title vehicle and the new vehicle the customer asked if we could purchase the vehicle back and we did. The customer was happy and content. The person who wrote this review states "and off we sent her with this SUV" this is true because the customer did not have a car rental, she was told her car would be salvaged and the person who brought her in to buy the vehicle left after negotiating the deal. I think my staff did a great job and made the right decision for the customer that evening. The person also states the General Manager was out for three weeks this is true; I went on a 12-day Cruise with my family and then had a five-day meeting in California. There was nothing shady about me being gone for a few weeks, it was the truth. My manager that was in charge did speak to the customer several times and worked everything out with her to make her happy.We really take care of our customers, please I urge you not to take my word for it read all the reviews. You will see I personally answer every review that is not a perfect five star. Our managers are very involved in all situations and I really strive on having the best customer satisfaction in the industry. We have hit "Dealer of The Year" 21 years in a row now and that is the most in Buick Gmc history, this is also out of 2,400 Dealers across the country! We always take unhappy customers very, very seriously. Thank you Justin Sgro General Manager

Nick responded

Wow, after reading all the misinformation included in your response it makes me wonder what valued employee of the dealership is telling this to you. As I mentioned numerous times in my review I am not the one whom your dealership took advantage of, it was clearly my almost 80 year old mother. If you think her children are just going to stand by as a dealership clearly takes advantage of a senior citizen, I’ve got a bridge to sell you in Brooklyn. So yes, I am going to review with her what happened during her trip to the dealership and yes my sister is going to help her file a complaint against the dealer. She worked very close with my sister to ensure that everything mentioned in the report was what my mother experienced at the dealership and after her visit. I am not sure who reports to you and said she did not know about the report but that is a complete lie. She knew it very well as all the information came directly from her. One piece of information which you have correct is that she did call to have the report which she filed with the Attorney General removed, but only after numerous threats from your valued employee, Mike Ebert. She was terrified from conversations directly with Mike Ebert that the dealership was going to do various things to her, ranging from bankrupting her (which they have come close to doing), taking her 1 bedroom condo from her to charging her with perjury. He seemed to come up with a new threat to her almost daily. I truly couldn’t believe what my mother was telling me this guy was threatening her with. You should be very proud to have him be a part of your team. One of the best parts of your reply was when you stated that my aunt, who is the one who brought my mother to the dealership, negotiated the entire deal. Now that is somewhat comical. I have spoken to my mother and my aunt and they both said that my aunt never even was at the table when the car was being discussed. So once again, whoever blatantly lied to you about the process that took place, I would question his employment. Or question his integrity. Then again, not sure any of you have any integrity after this debacle. But the best is yet to come. I find out later that my mother could not handle the constant threats mentioned above from your model employee Mike Ebert. He told her she could return the used car back and as long as she gave the dealership 5k. She returned to the dealership and Mike had some more tricks up his sleeve to scare my mother. He mentioned to her that now this used car is a month older so model had been further updated and she would have to pay an additional 3k!!! And then on top of that he mentions she owes two months of car payments (approx. $500 each). So after all was said and done he made my mother, whom once again is 80 years old and on a fixed income, pay 10k before he would allow her to return the car. So even though she returned to the dealership 2 days after her initial visit to say she can not afford the deal to which the response was that it is too late and it would be impossible to cancel the deal. She brought the car home and it sat in a garage for the entire time it was in her possession. So then she was threatened and told that if she brings the dealership 5k they will let her return it to that turning to 10k within minutes of her returning to the dealership. Please let me know with your automotive wisdom how this used automobile cost the dealership 10k which they had to charge my mother? So once again this is my 80 year old mother, who has minimal money in the bank and only a small 1 bedroom condo to her name. This man constantly threatened her for weeks that he would take pretty much everything from her if she didn’t pay the dealership this money. You should be very proud of having employees whom would stoop to such a level. In your entire response you act as though my mothers children (my sister and I) were manipulating my mother in order for her to get one over on this top notch dealership that you run. But in reality, the only manipulating was done by your employees to not only get my 80 year old mother to agree to a ridiculous contract, but also to eventually threaten her numerous times before taking over half the savings she has left in order to cancel this deal.

Liberty Buick responded

Thank you for your kind words. We feel our service department is what makes Texan GMC Buick special, and reviews like yours help us to make sure that we're meeting the needs of our customers. Thank you again for the fantastic feedback and we look forward to seeing you for your next service appointment. Sincerely, The Texan GMC Buick Team

Liberty Buick responded

I can’t thank you enough for writing this awesome review for our dealership! It was a pleasure to help you, and I look forward to doing so again. Sincerely, Justin Sgro, General Manager

Liberty Buick responded

Your great feedback truly made my day! I appreciate you for letting others know about your experience! If you ever need anything in the future, please don't hesitate to let me know. Take care! Sincerely, Justin Sgro, General Manager

Lorraine responded

Justin, please let me know when my complimentary dash cover (grey color) will be ready for me to pick-up from Stan Majercin in the Parts Dept. Randy Edwards told me I would receive after taking survey. 2023 Buick Encore GX Essence Thank You, Lorraine Straw

Liberty Buick responded

Thank you so much for giving us an opportunity to work with you and your family! I look forward to helping you with any and all of your future automotive needs! Sincerely, Justin Sgro, General Manager

Liberty Buick responded

I love hearing about customers that have a terrific experience at Liberty Buick. I know that buying a car is an important decision and I am proud that you chose our dealership. Please feel free to contact me if you have any questions on your new vehicle. Sincerely, Justin Sgro, General Manager

Liberty Buick responded

Hello Mr. Skywater it was great to actually talk to you over the phone today. Again, I do apologize for not being here when you picked up your Encore GX after the work was performed, I had already left for the day. I did send up the request that we spoke about on the phone yesterday, my office team will have that out in the mail today so it should hit your mailbox next Tuesday or Wednesday. Please remember like we spoke about call or text me directly when you are ready for your next service appointment and I will personally schedule that detail for your vehicle. Please relay the message to your brother about my apologies and please have him reach out to me when he is ready for his next vehicle. Also, now that you have my personal cell phone number, please let me know if the replacement brakes start making any kind of noise so I can call the manufacturer and tell them about any issues. Again, I'm glad we got to connect; I believe communication is the first step to making sure customers stay happy! July 28th, 2023 will be my 25-year anniversary here at Liberty Buick and I personally get involved with EVERY issue or situation that comes about. I really strive on having the best customer satisfaction in the industry. We have hit "Dealer of The Year" 21 years in a row now and that is the most in Buick Gmc history this is also out of 2,400 Dealers across the country! I always take unhappy customers very, very seriously. Thank you so much for your time yesterday, see for your next oil change and detail. Sincerely, Justin Sgro, General Manager

RDU responded

GREAT EMPLOYEE, AND, GREAT SERVICE.

Liberty Buick responded

Kristen, thank you for providing this feedback about your experience at Liberty Buick. Our goal is to always provide a positive experience and hearing your comments help us alter our service to provide complete satisfaction. If you want to discuss your visit further, please do not hesitate to reach out to me at your earliest convenience. Sincerely, Justin Sgro, General Manager

Kristen responded

Hello, Justin Kevin Moore has reached out and offered to replace the light and split the cost. I told him we would be in contact before our next trip to Arizona. Our mechanic at home did let us know that he could probably do it for less, but we'll see. Thank you for responding. Our experience otherwise was nice. I wanted to be honest about the follow up.