Kevin Cuevas

McKenzie Buick GMC responded

Thanks for highlighting some of our staff who helped make this such a great experience! Please let us know if there is anything else we can do for you; we are more than happy to help!

McKenzie Buick GMC responded

We are very happy we could provide you with a positive experience! Please let us know if there is anything else we can do for you; we are more than happy to help!

McKenzie Buick GMC responded

We're happy you found our staff to be so supportive during your experience here at McKenzie Buick-GMC. We hope you have a great day!

McKenzie Buick GMC responded

Good Morning, If your vehicle meets the requirements of the Florida Lemon Law, that is honored by the manufacturer with a replacement vehicle and not by the dealership. We pride ourselves in customer service and service after the sale. We will be in contact with our service department regarding this issue and our service department management team will be in contact with you today for a resolution. The details of claiming your vehicle under the Florida Lemon would be in the brochure you were given when you purchased your vehicle. You are correct about your salesperson and the sales manager no longer being with our company. In regard to employee turnover our remaining sales manager Mark has been here over 10 years and Jim our other sales manager has been here over 30 years. We have 5 other employees that have been here over 10 years, 3 employees that have been here over 5 years and 4 others that have been here over 3 years. We truly do value taking care of our employees as well as our customers. Regarding your vehicle being in service and not receiving a call back with the status or update, upper management has not been aware of your concerns until now. You will be receiving a call from us today.

McKenzie Buick GMC responded

Good Morning Mr. Bartlett, We apologize for the inconvenience Mr. Bartlett has encountered with his transmission replacement. When the vehicle was initially brought in for the transmission concern our service manager notified Kathy, Mr. Bartlett's advisor, and Mr. Bartlett there was and still is a national shortage of General Motors replacement transmissions and there was no ETA on when one would be available. Mr. Bartlett stated he would take his vehicle elsewhere to which our service manager replied, okay because the service manager knew there was no way we could get a GM transmission in a timely matter. Mr. Bartlett's service advisor spoke again with Mr. Bartlett and the customer decided to purchase an aftermarket transmission from a company called Whatever it Takes Transmissions to be installed by our dealership. The service advisor told Mr. Bartlett that the manufacturer cannot warranty aftermarket transmissions but will have a warranty from the parts supplier for 3 years 36,000 miles. The customer decided to continue with the repair using an aftermarket transmission. Upon receiving the transmission, the transmission was installed and the vehicle given back to the customer. Shortly thereafter the customer brought the vehicle back stating there was still an issue with the downshifting. At this point in time, Kathy Rogan was no longer with the company and our service manager took the issue to the aftermarket part supplier requesting they replace the transmission completely. They denied that request stating their warranty process is to try to repair the transmission before replacing. They sent a torque converter and gave a list to the technician of required steps to complete the process for the repair according to their warranty claims process. That was completed by their instruction and the vehicle given back to the customer. The vehicle was still not running correctly, and the service manager has reached back out to the parts supplier for further instruction. We are at the mercy of the parts supplier and their warranty process. Today we called the parts supplier and demanded they sent a new transmission. We understand Mr. Bartlett's frustation however the money for the transmission has been paid per the customer instruction to this aftermarket supplier and we are at their mercy to honor their warranty and follow their warranty claims process. I assure you Mr. Bartlett that we were on the phone just this morning with the supplier to try and get this issue resolved and will be in touch with you when we are able to get an answer from the supplier.

McKenzie Buick GMC responded

We are very happy to have provided you with such a positive experience! If you have any further questions, please give us a call. We're always happy to help! Take care!

McKenzie Buick GMC responded

We are very happy to have provided you with such a positive experience! If you have any further questions, please give us a call. We're always happy to help! Take care!

McKenzie Buick GMC responded

Your satisfaction is important to us, so we want to sincerely thank you for choosing McKenzie Buick-GMC and we hope to see you again soon!

McKenzie Buick GMC responded

It's our commitment to ensure quality customer care by providing comfortable and relaxing facilities as well as friendly and professional service to our guests. Please come see us for any future needs.