Southern Buick GMC Greenbrier - Service Center

Worst Experience Ever and EVEN WORSE SERVICE!!! I purchased a brand new 2016 Yukon Denali for my wife in December of 2016. Shortly after (less than 2 months after purchase date), my wife started ex I purchased a brand new 2016 Yukon Denali for my wife in December of 2016. Shortly after (less than 2 months after purchase date), my wife started experiencing multiple problems: *service camera lights *Infotainment console shorting out *clicking noises from the dash *rough (I mean throw you in your seat; roughly) shifting transitions from gear to gear but particularly downshifting...on one occasion the transition between gears was so rough the seatbelt left marks on a 10 year old passenger. *instrument panel....speed, gear, gas, rpm and etc...goes completely dark. Yes; completely dark other than than series of warning/service lights that scroll across. So what do you do? It's a brand new $80,000 vehicle....you take it for service; right? Keep in mind this is my wife's car; the one in which she drives my children. Wrong!!! We were told on the ridiculously numerous occasions when we took it in for service that there was nothing they could do unless the light remained on. The service issues and concerns continued to mount!! We were told everything from they were waiting for an update to there was no recall. One tech even said we would have been better off to keep the one we traded in. We were even told they didn't know what to say....that they had a 2017 doing the same thing!! On my last service occasion, I heard them telling another client over the phone the same line of nonsense I have been hearing for the past 14 months. After doing some research, I found that my complaints are the same as numerous other Yukon owners. It reached the point where I was forced to hire an attorney. I am disgusted!! How ridiculous it is to be forced to acquire legal representation in an effort to get them to do what they should have in the first place.....STAND BEHIND the $80,000 vehicle they sold me. More

A VERY PROUD OWNER OF A 2017 KIA FORTE!!! If you want the right price & the right deal come to GMC-KIA. Come see Roger McLain he'll do whatever it take to get you in a new ride today. Don't se If you want the right price & the right deal come to GMC-KIA. Come see Roger McLain he'll do whatever it take to get you in a new ride today. Don't settle for nothing used when you can have new. He did it for me, he can do it for you too!!! More

Very rude worst customer service EVER!!! LIE AFTER LIE, in regards to my appt, price, and pick up date They hit my car door on the garage when they were returning to me, I watched it with LIE AFTER LIE, in regards to my appt, price, and pick up date They hit my car door on the garage when they were returning to me, I watched it with my own eyes!!! Thanks for the huge dent, and my time wasted. No respect for their customers!!! Please save yourself the hassle!!! More

Went above and beyond to avoid warranty claim. I took my 1999 Suburban to Southern GMC to have a warrantied transmission serviced. The transmission was put in one year ago and I had lost all high g I took my 1999 Suburban to Southern GMC to have a warrantied transmission serviced. The transmission was put in one year ago and I had lost all high gears while driving home. While I was upset given that I paid $2300 to have it replaced with a certified GM part I was relieved to know that I was covered under a 3yr/100,000 mile warranty. An hour or so after I had the truck dropped off I recieved a phone call telling me that the transmission that was installed was not a GM transmission. I am a very mechanically inclined individual who does most of my repairs myself and only take this truck into a shop when I want a warranty with a part (like a transmission) When I had this part installed I drove with the mechanic to the dealer to purchase it and like a hawk watched him install it so that I knew it wouldnt be switched with a rebuilt one. I knew that the rest of my visit would be terrible from this point forward as they seemed to want to get out of a warranty claim. I arrived back at the dealer to hear this story from the horses mouth that indeed this was not a GM transmission because it has gold paint on it. The "gold paint" was a mixture of sand and mud which could be wiped off with a finger. They then begin to tell me that I had exposed wires from my upstream 02 sensor which was making the truck run terrible. I began to think "I just hard wired those and triple twisted and insulated them with electrical tape. PLEASE don't tell me that he yanked them out because he was curious because that was a pain to get the pin out right." Indeed he did which has nothing to do with the issue I brought the truck in for. Then they tell me that the transmission came off a 2000 chevy van which if true doesnt matter because they use the same 4L60E transmission. Lastly they say it wouldnt be covered anyway because the radiator sprung a leak into the transmission cooler and was leaking all my radiator fluid into the transmission and vice versa. At this point I told them stop since they didnt want to listen to me anyway and get my truck off the lift. To avoid having anything to do with them again I drove all the way to Richmond to Hendricks Chevy to purchase a new transmission. Upon bringing it home I got to work dropping my old Trans out and comparing to the new one SURPRISE! They are identical same stickers same part number and same bolt pattern. I replaced the transmission in a day and got to work on my cooling system I dotn ahve the capability to perform a smoke test to see if they were correct in the assumption that the trans cooler was leaking into the radiator so I replaced it anyway. I had to rewire all the wires they carelessly yanked out and lastly the one thing that made me right this review. After I replaced everything my truck ran terribly like it had no communication with the ECU (Computer) I thought it was my work so I wasted 3 hours triple checking all my connections and wiring only to find that they had unplugged and entire wiring harness from my ECU which by the way is not how you test any vehicle that has an OBDII computer. That could've caused permanent damage to one of the most expensive parts of any vehicle. In closing I was in the market for a new truck and given that my Chevy has ran 16 years and almost 300,000 miles like a champ I was going to look at your dealership. After this nonsense of an experience I will drive 750 miles back home to James Martin Chevy for that purchase. My experience only makes me wonder how many people have fell for these dishonest tricks. More

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