Beck & Masten Buick GMC - Service Center

When you go to buy a vehicle, everything is fabulous spectacular and awesome. But when you go to the service department, a different story spectacular and awesome. But when you go to the service department, a different story More

My experience this morning was great I was in and out pretty quick. All work was done in a timely manner Justin was awesome as usual. pretty quick. All work was done in a timely manner Justin was awesome as usual. More

Service Dept. Is terrible had my truck for 6 days. No communication. Report to BBB forthcoming Is terrible had my truck for 6 days. No communication. Report to BBB forthcoming More

Muy mal servicio, demasiado tiempo para entregarte tu vehículo. Me dijeron que era más rápido con cita y tardé 5 horas con cita ahora imagínate sin cita. No lo recomiendo. vehículo. Me dijeron que era más rápido con cita y tardé 5 horas con cita ahora imagínate sin cita. No lo recomiendo. More

No issues with Beck & Masten until this visit. I’ve been buying new and used for 16 years. The biggest issue is the inability to contact the assigned service advisor and get updates. The antiqu I’ve been buying new and used for 16 years. The biggest issue is the inability to contact the assigned service advisor and get updates. The antiquated phone system does not allow customers to directly contact their respective service advisor. If you are put on hold, you will eventually be cycled to the “schedule maintenance” queue which is off site. The schedulers have no idea what is going on with you specific vehicle other than what is in the system. In this particular case I was very specific with my service advisor on where and under what conditions my truck was making a terrible squealing sound. I communicated via voice (when I called in), text, email (with video), and this information was not forwarded to the Tech who treated it like “somebody’s truck is making a funny noise an they don’t know where” and made a video of all the brakes, wheels, undercarraige, etc. without focusing on the correct wheel and conditions needed to replicate the sound. Next, through the automated update system, after the multi-point inspection, it was recommended that I get a wheel alignment and fuel injector flush ($500 total) for a truck that is 1-1/2 years old with 25K miles. If you aren’t careful, you are one mouse click away from getting unneeded services. After my truck sat for a day, I was able to talk to a service advisor who said the Techs had left for the day and my truck was stuck there overnight. The next day and 12 phone attempts later I was able to talk to a human and finally left work early to break my truck out of the hostage situation it was in. Finally, a voice of reason (Martin Torres, shop manager) came and talked to me after the service manager and service director were unavailable. We both went on a test drive but the sound was never replicated so I closed out the work order and went home. This all could have taken place the first day had there been any sort of reliable communication path from customer to the service department and if the Techs are made available to speak with the customer. After it was all said and done, there is a $4 shop charge for the multi-point inspection, the one that every car dealer and service facility in the free world performs for free. It was waived upon being questioned. The down side of being such a huge dealership is that there is no personal touch. The service advisors try desperately to be courteous and pass on information but they are tied to their stand up desk and can’t get away to find answers. I guarantee they are just as frustrated as we the customers are. The phone system is so broke that three advisors were using two phones but only one would go to voicemail. The company personnel directory in the touch-tone menu is empty so that is a wasted series of button pushes too. The new dealership sales area is fantastic looking. However, if some money isn’t put into the service department infrastructure (phone system, updated work order tracking, more room than a three foot space from the window to the counter to talk to an advisor, better access to management for conflict resolution, etc.) to streamline communications and work order status you will continue to lose service customers. There are plenty of certified mechanics in the area but because of the requirement that all manufacturer’s warranty work has to be performed at a dealer, the backlog and overworking of the advisors will take its toll on your business. Fortunately I only have 10K miles left until I can have extended warranty work done at another facility. The sales side, both new and used, has their systems figured out. It’s time for service to up your game and make the entire Beck & Masten experience world class. More

Everything from purchasing a Vehicle And having the vehicle serviced has been nice and easy. It is a pleasant experience. vehicle serviced has been nice and easy. It is a pleasant experience. More

Had an appointment for an oil change. Pulled into the service department with only one other vehicle in line. Oil change took 1.5 hours. Way too long. I did appreciate the price as I had Pulled into the service department with only one other vehicle in line. Oil change took 1.5 hours. Way too long. I did appreciate the price as I had a coupon. More

I were there for 3 hours for an oil change. Why do they have appointments. People have their car there and can't call to check on it because their phone calls aren't answered. Why do they have appointments. People have their car there and can't call to check on it because their phone calls aren't answered. More

Took more than 2 hours to complete an oil change. No one gave me an update during process. I had to go to customer service to get checked out. No one gave me an update during process. I had to go to customer service to get checked out. More

Too busy, never spoke with my advisor But they did provide me a ride home and back provide me a ride home and back More