Step One Buick GMC Cadillac Pensacola - Service Center

Step One Buick GMC Cadillac Pensacola responded

Michael, I am sorry for your poor service experience. We obviously did not communicate with you that your oil change and tire rotation might take longer than normal. I have spoken with Cliff Wallace, your service advisor, to make sure in the future we keep you informed in a more timely manner.

Step One Buick GMC Cadillac Pensacola responded

we are sorry for your poor experience and we appreciate bringing it to our attention. I am not sure what happened, we obviously erred and your response will addressed with all involved

Step One Buick GMC Cadillac Pensacola responded

we are sorry for your inconvenience. As per of conference with you and the other dealer we are awaiting additional information as requested from other dealer in attempt to resolve this matter

Amy Atkins responded

The fact that it took nine days to connect both service managers is a direct reflection of how incompetent this process is. It should have been done correctly and with ALL new parts the first time. (you already admitted that you re-use bolts, which we paid $253 for, check the invoice) That is why my son took his vehicle to a GM dealership. At this point, the poor workmanship has caused even more damage, not to mention the unnecessary stress this has caused him. He is in flight school in the Marine Corps, it doesn't get more stressful than that. What is the timeline for sending your dealership the photos and documentation of the repairs? This is between two GM/BUICK/Chev service centers, the appropriate repairs need to be made ASAP. He had to have the Yukon towed to the Corpus dealer on August 9 and there it still sits, 9 days later and he is without a vehicle to get to base every day because of unethical repairs. I'm anxious to receive the date that this will be approved to do what it takes to get his Yukon to 100%. Corey obviously maintains his vehicle at the highest levels, as also noted in the email he received from your dealership asking him to sell it to your sales manager. The bottom line is that we are questioning the abilities of both the Pensacola shop and the Corpus shop. The July repairs were done by GM certified mechanics. The same exact symptoms happended again. There is a two year warranty on said repairs. The fact that he and I both have to be involved in an effort to make this right is not acceptable in any way. If this is not rectified this week, I will move forward with the attorney that I have already spoken with on this issue. I am happy to speak with you by phone if needed. Put yourself in my son's shoes for a few minutes and do what's right. Amy Atkins

Step One Buick GMC Cadillac Pensacola responded

Oliver, we regret that you feel that you were lied to and taken advantage of. We welcome you back to the dealership to sit down with the owners to review everything that transpired. Mr. McCombs is more than competent to be our Service Manager. Our Service Department has been a GM Elite Service Department multiple times under his leadership. If you have proof that fraud was occurring on your case, please provide us documentation to go along with your accusations. We have been in business for almost 60 years by doing things the right way.

ShakeyTruckInFL responded

In response to the response; every employee at every GM dealer worldwide knows about the "chevy shake." So did the VW service dept including McCombs. When they had the opportunity to help a loyal customer they did not. They kept throwing parts at it, being paid by GM under warranty of course, let me say again over 7 months, and they said there was nothing wrong with my truck. They all knew there are many of these trucks that are faulty and they found a way to run it as a racket for the dealership and bonuses for service managers, there is your proof of fraud. Ed is not only incompetent but a liar and xxxxx for calling me (the customer, the reason he has his job) a liar on the multiple occasions told him the truck was not fixed. I know you've been in business for 60 years and for the most part everything is great which is why I bought there so often. Sales is great. The problem comes when something goes wrong. Potential customers should be aware of others past experiences when something does go wrong. You can't twist this one. I wasn't even planning on writing anything but you guys sent over a survey this morning and started the anger all over again. GMC dealers are a dime a dozen and probably all function this way at a high level in service. You got called out on this one. Own it.