Southern Buick GMC Greenbrier - Service Center

WORST Customer Service EVER We bought our truck from then in 2011. My husband wanted a red one and they tried to get him to buy a blue on their lot. They said there was not a r We bought our truck from then in 2011. My husband wanted a red one and they tried to get him to buy a blue on their lot. They said there was not a red one to be found anywhere. I talked him out of the blue one. Came home, found a red one all the way in Suffolk (17 miles away) (yes, I'm being sarcastic here!) Anyway - after a few phone calls and us saying we'll just go get that one, they got it for him. BUT today's experience takes the cake ... Made an appointment for 7:30 am for state inspection, oil change and tire rotation. Pretty simple, right? They ask on the appointment website what time you want to pick up your vehicle - we chose 9am. Expecting a little delay perhaps. We dropped the truck off last night so it would be there first thing in the morning. The lady calls me at 7am. Who calls at 7am? Just to tell me they got the truck. Well, I would hope so - we left it at the dealership. Then she tells me that the technician will be recommending all these fluid changes and stuff. I say (after explaining that she woke me up b/c it's only 7am!) that all we want done are the 3 things listed above. She then tells me that the truck will be ready this afternoon. I say excuse me? We have a 7:30 appointment. She says "we're busy" and hangs up on me. I was like what just happened? So, I turned to Social Media to share my experience. I then get a message that I will be receiving a call. Some guy names Clint called me and said that I left the rudest comment ever. I said, no I didn't. I left the truth. Well, he blamed me somehow for the rude service and said it will be ready when it's ready. So, I called GM on this now and filed a complaint. So Clint calls me back, tells me that his supervisor sides with him and that we are no longer welcome at that dealership, to come get our truck and they are deleting our account. What kind of customer service is that? BUYER ...... BEWARE!!!!!!!!!!!!!!!!!!!!!!!!!!!!! More

On a Wednesday January 2014, I was connected to Bob in On a Wednesday January 2014, I was connected to Bob in the service department and relayed to him that I had ordered a remote start kit from the pa On a Wednesday January 2014, I was connected to Bob in the service department and relayed to him that I had ordered a remote start kit from the parts department, and it came in today. I explained I was calling, as suggested by the Parts Department, to schedule an appointment for installation. Bob took my personal and vehicle information, and scheduled me for the next Tuesday at 7:30am. Bob then gave me a quote of $300+ over the remaining balance for which I had been previously been given by the parts department. I reasoned that maybe Bob may have still been under the impression that I had not pre-purchased the kit and he had somehow given me a sum total variation for kit purchase and installation, even though I had relayed I’d completed a pre-purchase to him twice. I explained again what I did and the parts department gave me a remaining balance of $yyy.yy. Bob asked what total quote was I given for part purchase and installation? I provided him the $xxx.xx quote that was provided to me. At this point Bob became curt, rushed, dismissive, abrupt, and a bit agitated for my taste at the answer I gave him. His demeanor was not, in my opinion, an example of professionalism or a representation of excellent customer service. He stated that the price could not be right, that it is billed as a 6 hr job, and the going rate was something upwards of $300 to $400 than what I was quoted for my type of vehicle. I tried to once again inform Bob, the price I received from the parts department was given to me on two separate occasions, once before Christmas and then again immediately after New Year’s day. The price given was the same each time for complete part purchase and installation. To my surprise Bob asked if I had gotten the price quote “in writing”, as to suggest that all customers who called into the service or parts departments to get a cost for a desired part or service, must receive it in writing over the phone, which would suggest to me that those who provide the information are not honorable or professional enough to know their job or are unable to find the true cost for services provided at the dealership. But before I could address this, Bob asked who I spoke to in the parts department. I said Ms. Mara. Bob said he would have to go and talk to her to find out where she came up with the price and verify it. He said he would call me right back. When Bob did call a few moments later, He said that it was indeed the price I was given but that he had to speak to the service manager about doing it for that price, as it was not what the service department regularly charges. The manager was not in but he would speak to him and give me a call the next day, Thursday. He did not apologize for his demeanor nor for his suggestion that the information I was given was not as stated to me. After not hearing back from anyone all day Thursday, I decided to go in Friday to speak to the Service Manager myself, Mr. Shane McIntyre, to see if he would honor the price given before I would arrive that following Tuesday for my scheduled appointment. When I met with Mr. McIntyre, I presented a copy of my phone records calling 17 auto electric businesses in the area (including the 4 local Kia dealerships) for remote engine start installation quotes. I also showed him my handwritten quote sheet from those businesses, my receipt of purchase of the remote start kit, and my printed appointment reminder for the planned installation. I explained all that had transpired before, informed him I did not get a call back concerning this issue the day previous and the manner in which it was handled by his advisor. Mr. McIntyre first apologized for the confusion and expressed surprise that he was not made aware of the situation. He looked over the information I provided and asked who I had spoken to in the parts department. He then showed me a hand written sheet that had a breakdown of cost for remote engine start installation by vehicle type, which showed pricing higher than what I was quoted for my vehicle. I explained I understand what he has but I reminded him that I received my quote not once but twice when calling on two separate occasions and bought it the same day it was last verified. Mr. McIntyre said he would go and speak to Ms. Mara to find out where that pricing came from. When he returned, He explained where the pricing came from, that I was given the wrong rate, but he would honor the price that was given to me. Needless to say I was pleased. Mr. McIntyre then made a notation in his computer to notate the conversation and verified the $yyy.yy installation remainder, so that when I came in, there would be no questions or issues. He also provided his card to me if I had any questions. When I showed up on the following Tuesday for my appointment, Mr. McIntyre greeted me warmly at my vehicle, personally checked me in, routinely checked up on me while I was waiting and stood by while Bob explained the features to me after the installation was complete. My experience with the one particular service attendant, who I found to be quite surly, and addressed me in a dismissive and huffy manner, was more than enough for me to decide to no longer use the Southern Greenbrier Kia service department for any further automotive care concerning my vehicle. However, Mr. McIntyre’s personal attentiveness, willingness to listen and reasonable assessment in verifying when and what was said made my experience a more bearable one. Mr. McIntyre appeared truly concerned, was very accommodating and treated me far more hospitably as one would come to expect a customer service oriented organization. This is especially true when one is paying for a service to be performed on one’s own vehicle and trusting that organization to proficiently do so while treating the customer in a fair and polite manner. In all, Mr. McIntyre’s personal consideration during this occasion may very well have had me continue to consider Southern Greenbrier Kia Service Center as an option for any future needs concerning my 2013 Kia Optima SXL. Thank-you, Mr. McIntyre. I truly appreciated what you did and how you made the right thing it happen the right way. More

Adam Rawls in the service department misinformed me, he deliberately tried to take advance of me (female)...in order to gain sales. I had to end up call Duke Automotive to get the facts on my vehicle which deliberately tried to take advance of me (female)...in order to gain sales. I had to end up call Duke Automotive to get the facts on my vehicle which ended up saving me $150. I brought my 2010 terrain in with horrible engine problems which amazes me in itself, because I just purchased this vehicle 7 months ago. I traded in a 2002 mazda tribute with no issues what so ever. I feel like I've purchased a lemon! In addition to that frustration, i received horrible service from Adam. He is Not trustworthy; I would caution all females to make sure you bring a knowledgeable Mechanic with u if you deal with him as a service advisor. On the flip side and after all the hassle, my vehicle still has engine knocking but nothing like before. Therefore, I'm thankful for the work that was done on my vehicle. Mike the service manager, along with the ladies in the office were polite and professional. More

Dropped car off for oil change and had an appointment for 815. Went to service department at 5 and car was not ready! Last time I took it in for an oil change they only added 3 quarts when it calls for 5! Se 815. Went to service department at 5 and car was not ready! Last time I took it in for an oil change they only added 3 quarts when it calls for 5! Service department sucks! Then they charged me for a tire rotation. Said there was nothing that could be done then offered me a free wash at another time! More

I have used Greenbrier GMC service for many years. The service I have received has always been top notch. The service writers and mechanics have always made it clear that they are interested both in the service I have received has always been top notch. The service writers and mechanics have always made it clear that they are interested both in the services they supply as well as saving me MONEY. I am not the type to dive into any agreement quickly or without "doing my homework". It has been proven to me time and time again that the allmighty dollar is not the main concern at Greenbrier, much unlike most dealerships I've used in the past. The advice given has been thoughtful and helpful. I can't count the number of times they have beaten the prices of a competitor or flat out saved me from taking bad advice (given by another local dealership I won't mention) and having unnecessary work done to my vehicle. Myself, my wife, my daughter and my mother will never use anyone else in the Hampton Roads area. More

Tried to force me to buy a transmission filter replacement at 5,000 miles or said my warranty would be voided. Said it showed it in the manual. But you guessed it, I couldn't find it and neither replacement at 5,000 miles or said my warranty would be voided. Said it showed it in the manual. But you guessed it, I couldn't find it and neither could they. Wonder how long they have been working that scam? More

I bought a 2003 GMC truck here in Carson City, Nevada before going on a cross country trip. I needed to have my OnStar upgraded from analog to digital and there was not enough time to get it done here in before going on a cross country trip. I needed to have my OnStar upgraded from analog to digital and there was not enough time to get it done here in Carson City. I was going to be in Virginia Beach in two weeks and so I contacted the service department at Southern GMC figuring there would be enough time for them to order the part and have it for when I got there. Oh no, they didn't have it in their computer system, someone was trying to get it back on their computer so they could order it, but was having problems. Shane went into this long story about having to get the money up front because they had problems in the past about people ordering and then cancelling. Like I cared. I told hime I would put it on my charge card and that that was no problem. They never called me back. I called several times while on the road and was told they were still working on it. Shane kept telling me that there were difficulties because it had to go through the parts department and the service department, again like I cared. I just wanted to have the unit upgraded so I would have it for the second half of our trip. One time I called and asked for Shane and the guy said "You really want Shane, you really want Shane", like that was a stupid request. Well needless to say they never got back to me and I am back in Carson City. Will go order it from our local dealer. I pity those people in the Virginia Beach area that need service from the local GMC dealer. More

I don't give a !@#$ if Greenbriar Volkswagen is the best dealer in VA and NC... They are terrible! I scheduled for a service a month ago and they call me two days BEFORE mys service appointment saying th dealer in VA and NC... They are terrible! I scheduled for a service a month ago and they call me two days BEFORE mys service appointment saying that they were overbooked. What kind of bull @#% are they trying to pull? I swear the God I'm going to Virginia Beach Checkered Flag for more of my Volkswagen needs. Ridiculous. Straight up ridiculous. I can't take it anymore of their business and they know me so well... when I walk in there I'm just full of rage... they try and kiss up and make me feel better... I shouldn't have bought a 2007 Rabbit there... they trick people into buying their cars giving all these COOL FREE gimmicks and what not... saving money crap... Once you sign that darn contract... it's all over. LIARS. LIARS. LIARS! More