Morris Cadillac Buick GMC

A nightmare I turned in a leased vehicle and leased a Cadillac. You would think they would treat you nice. NO! They messed up the lease, charged me for things tha I turned in a leased vehicle and leased a Cadillac. You would think they would treat you nice. NO! They messed up the lease, charged me for things that I didn’t owe and when I disputed it, they said they would write a letter to gm financial to clear it up. I was being charged almost $1000 My credit got dinged because of this mess and I had to send the letter. It took forever to get a copy of it. They sold a car now get lost. They even messed up the plates. Go anywhere but do not go to Morris. I’m still fighting this charge. It has been a 6 month nightmare. I will go to Central Cadillac from now on. More

WORST service ever..!! They RUINED my 70k truck!!! Full disclosure: please take the following account of my experience with Morris Buick GMC (26100 Lorain Road, North Olmsted, OH) into consideration pr Full disclosure: please take the following account of my experience with Morris Buick GMC (26100 Lorain Road, North Olmsted, OH) into consideration prior to doing business with their establishment. On March 25, 2019, I took my 2017 Sierra 2500 Denali to Morris Buick GMC for warranty repairs. Despite the fact that the issues with my vehicle were something that caused my vehicle to be unsafe, it still took a week and a half for me to get the truck scheduled for service. My initial concerns were as follows: the driver’s side mirror had moisture inside, and the folding mirror only worked intermittently. There was an everlasting check engine light, along with a StabiliTrac light, both of which disabled the remote start feature. The gauge cluster information center consistently flashed a “service trailer brake” message. That being said, those issues were trivial in comparison to those which caused me to no longer trust my truck. In the 4 weeks prior to my appointment, the Denali developed a loud front diff whine. Additionally, the ride transitioned from luxury truck to stagecoach - with even the slightest bump in the road, the front end would clank and bang, much like a vehicle with blown struts. The worst part of the issues surfaced when the truck began to shake violently between 50 and 80 MPH. My keys would shake, the steering wheel bounced, and even the passenger seat could be seen vibrating on a highway as smooth as glass. Of course this was concerning, because by now I’m wondering which component is going to fly off the truck while I’m driving, and how critically I’m going to be injured when it happens. Upon my arrival, service writer Ken Mathews began writing up the repair order. As I thoroughly explained the concerns I detailed above, Ken said “but what if you need tires?”. I explained that my winter wheels/tires were on my truck, as my pricy summer wheels/tires aren’t exposed to the winter conditions we see here in Ohio. Ken continued to inquire about the tires without as much as laying eyes on my truck, until I firmly asserted that I was 100% positive the issues my truck has were not derived from or related to the tires. Ken then implied that I had allowed the myriad of issues to “accrue”, asking me why I didn’t bring the truck in when the issues first began. Again, I explained that the issues all began within days of one another, plus it took nearly two weeks to get the truck in for service. The next issue arose when they gave me the keys to the loaner vehicle, a base model GMC Acadia. In my experience, my expectation is that when I drop a vehicle off for repair that I’m sent home in an equivalent vehicle. For all intents and purposes, I wasn’t expecting them to roll up in a Sierra, as that’s not a practical fleet vehicle. Sure, the Acadia was new and everything worked properly. However, given the size of what I drive and utilitarian nature, I was hoping for a larger SUV at the very least. After an exchange of words, I took the Acadia and left my Denali in their care. On the morning of March 26, I called Morris GMC in hopes of speaking to a General Manager. After twenty minutes of call rerouting, my call was fielded by Steve Bansek, the service manager. I said “Hi Steve, how are you? I have my 2017 Denali in for service right now, and I’m hoping you can help me”. Steve answered with “yeah”, followed by a long, very awkward pause. I explained the issue I had with Ken, his rudeness toward my girlfriend and I, and my issue with the Acadia. More unpleasantries were exchanged, and Steve hung up on me. My girlfriend called Steve back twenty minutes later and deescalated the situation, and new reached an understanding that he would personally handle overseeing the repairs of my truck. “The next time you hear from me, it’ll be to tell you what we’ve found and how long the repair will take”. I was surprised to receive a call from Ken on March 28, seeing as how Steve assured me he would be the next contact I had with Morris GMC. During this call, Ken indicated that my “tires are bad” and as such, the truck could not be road tested (or even subjected to a ride along with a service technician) to determine the problem with the front end. He stated the tires were “unsafe”, and that I would need to install my summer wheels/tires, and return at a later date for the suspension diagnostics to be completed. I told Ken I would let him know how I’d like to proceed. Bright and early on the morning of March 29, Ken called me again. He stated that “some intake sensors” had been ordered, as well as pieces to fix the mirror, but he said he had little else to offer. Once again, Ken pushed his agenda to sell me tires that I do not need, and very bluntly stated “we refuse to as much as look any the front end of this truck until the tires are replaced”. It was at this time I opened a case with GMC Customer Care, and after hearing the saga up to this point, they rewarded me with a $100 voucher for future service. I wish I could say the story ends here, but we haven’t even reached the proverbial tip of the iceberg. On March 30, my girlfriend channeled her inner freelance connects and contacted Mikhael Farah, assistant manager, East Coast communications Buick, GMC, and Cadillac. Everything you’ve read above was submitted to Mr. Farah via email, and sure enough, I was contacted by corporate on April 1. “David” seemed open to listening to every detail and assist me in working towards a resolution, stating he would investigate my claims and contact me back within 48 hours. I allotted fifty hours before calling corporate David back on April 3. He reiterated what Morris GMC initially stated: replace the wheels/tires, return at a later date so the truck could be put on a machine to diagnose the issue. Fair enough, right? Minutes later, Ken is calling again. “Your driver’s side front tire is so dry rotted that it will no longer hold air. If you’re going to pick this truck up, I’m going to need you to bring the spare tire and locking lug tool, and I’ll have one of my guys swap it out for you”. I told Ken my tires had substantial tread and were not dry rotted, but that I would bring the spare just so I could retrieve my truck. We dropped the tire off near close of business that evening, and Ken stated the truck would be ready to go the following morning. On the afternoon of April 4, all xxxx broke loose. We went inside to collect the paperwork and return the Acadia. Ken said the truck was “just too unsafe” to drive, and once again said I would need to put my summer wheels/tires on to have the truck diagnosed. When we exited the dealership, my first instinct was to assess how bad the condition of that tire really was. While I was standing at the rear of the truck, noticing a dirt covered gash in the sidewall, my girlfriend is on the passenger side of the truck, wide eyed in disbelief. I walked over to see what she was so fixated on, and that’s where things went from bad to exponentially worse: the entire passenger side of the truck, from the rear door to the tailgate, was covered in lengthy, deep scratches. There was also a quarter sized dent in the passenger side bed just above the body line. I continued to walk the perimeter of the truck, and discovered mud/grass embedded in all four fenderwell liners, suggestive of off road use. Strangely enough, when I went back inside the service department, I told Ken what I found on my truck. There was no dispute, no argument, no buck passing as far as whether the damage to my truck occurred at that dealership. I was immediately ushered to the body shop, where David Ellis (body shop manager) assessed the damage. David said the entire passenger side of the truck would be repainted, and he was super apologetic - even going as far as to say many negative things about how Morris treats their customers and how their service department is mismanaged. David further assured me the truck would look “better than new” when it was returned to me, and that he would handle everything. It was at this point that we discovered that the truck went in with 31328 miles on the odometer, and now had 31356. Not a bad run for a truck that was “too unsafe” to put on a machine, road test, or even take a technician on a ride along. Once again, David came to the rescue, successfully deescalating the situation, and again reassuring me that he understood my anger, even stating that he believed the truck was taken on a joyride by one of the Morris service department employees. David stayed in constant contact with me, and he even went as far as to text message progress pictures of the truck in various stage of sanding, primer, paint, and polish. He promised the truck would be back to pristine by end of business the following day (Friday, April 5, 2019, 6:00 PM). That day came and went without any correspondence from Morris GMC, and I left on 4/6 for a trip to Pittsburgh. On April 8, David called me at 3:30 PM, stating the truck was finished and ready to go. I explained that I’d return to Ohio the following morning, and he assured me that it would be fine to pick the truck up the following day. Tuesday afternoon, 4/9/2019, I arrived at the dealership and saw the truck sitting right outside the body shop. David was in the parking lot doing an estimate on another vehicle and say “there is is, go take a look at how good it looks. And don’t you even think about saying it’s not perfect”. Well, I didn’t even have to think about it. The “perfect finish” spoke for itself. The entire passenger side finish was cloudy and filled with dramatic, very pronounced swirl marks. There was an area on the bed (which was primed/sprayed due the original damage caused during incident #1) approximately 5” in diameter, where the clear coat was completely burned through. Naturally, I began pointing out the flaws to my girlfriend when David approached and became defensive. He said “Hey bro, this thing was absolutely xxxxing gleaming. Until you chose to leave it in my parking lot for three days”. I’m not even sure how that’s possible, since according to David the truck was finished less than 24 hours before my arrival. I countered by telling David that a dusty parking lot combined with sun simply isn’t going to produce a finish that looked like it was buffed out by Stevie Wonder. Additionally, there were multiple areas of heavy orange peel, and a brand new dent with an array of moderate scratches on the passenger side front fender. David agreed to take the truck back in, after scolding the wash line employee for “not doing a good job being the last set of eyes”. Leaving once again without my truck, I filed a police report with the North Olmsted Police Department, because the one thing I wanted just as much as resolution was accountability. The call came the following day informing me that the damage was repaired and that once again, it was ready for pick up. Skepticism was creeping in, but I vowed to stay optimistic considering my truck was now in the possession of Morris GMC for a total of sixteen days. Sixteen days - for warranty items that should have been a painless, rapid repair. Warranty items that had not a single thing to do with the body and finish of the truck. I arrived early in the morning and waited two hours to talk to the owner of the dealership, Adam Morris. I explained the entire situation to him, and he allowed me around 45 seconds of his time - only to be dismissive and tell me he would meet me at the body shop to see what was going on. I drove back to the shop, and the truck was on the opposite side of the parking lot. I immediately walked over to the truck and the flaws weren’t hard to see even from five feet. I went inside and after David said “I’m done with it and I’m done with you”, I demanded that he call Adam to come back. Adam decided to send Steve Bansek, and a shouting match ensued. The audio recording speaks for itself, but David threatened to call the police, Steve threatened to have my truck towed if I didn’t take it, and he threatened to void my warranty because he could. My girlfriend stated that the GM case would require the truck to sit there for another 48 hours, and it was ultimately decided that the truck would undergo yet another round of repairs. I left the truck reluctantly, knowing full well that it was never going to be as it was when I dropped it off. The following day Steve called my girlfriend and said the truck was ready for pick up. She told him that neither of us would be available until the day after that. He then asked her if she would come and pick up the truck herself, which she declined to do. When we arrived on 4/12, I walked into the service department, returned the keys to the loaner vehicle, and went over every square inch of the truck. For whatever reason, they had buffed the driver’s side fender (previously undamaged), leaving heavy DA marks throughout. The truck had several new scratches on BOTH sides, a new dent in the passenger side front fender, a large crease in the right side of the tailgate, assorted dents and scratches across the rear bumper, clips broken on the door panel (presumably from the mirror replacement), and someone left their black Bic lighter in my backseat. My truck had the absolute worst 18 days of its life in the hands of Morris, and it’s never going to be as it was prior to ONE service visit at this substandard dealership. GMC customer care was of zero assistance. Seeing as how it’s not possible to reach any reasonable resolution with Morris GMC, and I’m stuck with a 2017 Sierra with substantially diminished value, I’ve chosen to proceed with litigation. I wish I could say that everything was handled with grace and humility and it’s all cupcakes and sunshine. I’m unsure what the final outcome will be, but I can assure you I’ll share my experience with anyone who is willing to listen. Nobody deserves to be treated as poorly as I was, especially considering the fact that I purchased a flagship GMC vehicle, which up until now, was considered an elite product line. More