Castle Buick GMC of North Riverside

"Unprofessional and Frustrating Experience" My sales representative was Che Bess who was a very nice man and a gentleman at all times. He told me that he worked for Castle Buick for about 7 year My sales representative was Che Bess who was a very nice man and a gentleman at all times. He told me that he worked for Castle Buick for about 7 years. It would have been better if he told me that he had only been there a few months because that maybe would have explained his performance. I met with him last week and discussed the 2017 Envision as both a purchase or a lease possibility. He gave me quotes for both a purchase and a 39 month lease as a resident of the City of Chicago. I wanted to make sure this was clear because I know there is a Chicago tax that applies and wanted to make sure it was included. I had further interest so I called him this past Saturday to get a quote for a 48 month lease and was told by the operator that he was with a customer and to leave him a voicemail message which I did. I did not hear back from him so I called him on Monday afternoon at 1:30. I was told again that he was not available so I left him another voicemail message. When I still did not hear back from him I called him again at 6:15 and was able to reach him. He said he did not receive my voicemail messages and appreciated me continuing to try and contact him. I told him I wanted a quote for a 48 month lease which he agreed to do. I AGAIN, reminded him that I was a Chicago resident and to make sure the Chicago tax was included. He told me he would speak to a manager and call me back in about 30 minutes. I did not hear back from him the rest of the night. I texted him at 9:30 PM after hours and told him that he must not want my business since he fails to get back to me. He apologized and said that it got very busy at the dealership but that he would call me first thing in the morning. He called me in the morning to verify that I wanted a 48 month quote and my residency. Once again, I told him the city of Chicago. He said he would get back to me in about 15 minutes or so. He called me back 2 hours and 45 minutes later to inform me that the 48 month lease price would be $414.03 per month with a down payment of $3,148.00 plus the 1st months lease payment. I asked him if that included all the charges, doc fees, etc., and the city of Chicago tax. He said yes, it includes everything. I told him that was agreeable and that my wife and I would come in that evening to test drive the car. We test drove the car and agreed to lease it at that price and gave him a $200.00 deposit. We also gave him our social security numbers and financial information and permission to run a credit check on us. It was already late in the evening so we set up an appointment to come in the following evening at 6:30 to pick up the car. Before leaving I told Che that I didn’t want any hidden cost surprises at the last minute that sometimes come up with some car dealerships. He assured me that there wouldn’t be. At 5:50 PM, 40 minutes before we were to arrive and pick up the car, Che called me to tell me that there had been a mistake on the payment. He said that the 48 month quote had been computed WITHOUT the City of Chicago tax included. I was in total disbelief after reinforcing that point in every conversation. I told him that we had discussed that fact multiple times and that he had assured me it was included. I was very upset so he told me to come in and speak to a manager. We came in and met with Tom Hackett who reviewed the whole circumstance with us. I told him that it was not our fault that they made the mistake. I reminded him that I waited patiently on Monday and Tuesday for Che to get back to me so they had plenty of time to review and make sure they were giving me the correct quote. Tom told me that he could not stand behind the $414.03 payment and the actual payment would now be $458.92 per month. I asked him if they would split the difference in the discrepancy and make the payment either $452.00 or rounded down to $450.00 per month to compensate for their error. He said he could not do either unless I put down an additional $700.00. I told him I would not do that because that would be like raising my payment, not lowering it. I asked him about a cargo area floor mat and he said I would have to pay for that. He told me he would add a 2nd year of free maintenance to my transaction. I asked what that included and he said basically tire rotation. How often do you rotate the tires on a 10,000 mile lease and what is the value of one or two tire rotations? Minimal. In the meantime, I had already acted on the $414.03 quote by contacting my insurance company with the VIN number and added it to our policy. I brought our current car that we are replacing to my auto mechanic who is going to sell it for us and removed the license plates and vehicle sticker that we will be transferring. We could have cancelled the agreement to lease the car from Castle and reverse those other things. However, that takes additional time and time costs money too. With those things considered, my wife and I discussed it after asking Tom and Che to leave the room and we agreed to accept the car with the $458.92 payment. However, I can tell you that we are not happy. Instead of coming home feeling good about acquiring a new car, we came home with a headache after the whole process from start to finish. I didn’t get my payment lowered and I didn’t get any other form of compensation other than a free tire rotation or two so I have no problem letting everyone know we were not satisfied. We did everything right on our end from being patient, staying loyal to a sales representative, and accepting your new price based on a Castle Buick mistake. By the way, we also have 3 other Castle Chevrolet purchases in our home since 2011 and have 2 older model Buicks serviced in your Service Department over the years. We are repeat customers and most companies bend over backwards to satisfy good customers. That didn’t happen here for sure. And, to add insult to injury, when we went out to the car to drive it home, the license plates had been put on incorrectly. The plate with the sticker had been put on the front instead of the back so I had to stand out in the cold and help get it corrected. Che, the 7 year veteran had put them on. I will be adding this summary to the online review and the General Motors survey as well. More

LOVED THE EXPERIENCE Maricruz was patient and relentless with me finding what was the best fit for me. I enjoyed the entire time with her and Joe. L.T. also told me that C Maricruz was patient and relentless with me finding what was the best fit for me. I enjoyed the entire time with her and Joe. L.T. also told me that Castle would treat me like family. I've been bringing my previously owned truck to them since 2006 and from the service department to now the sales department; FANTASTIC EXPERIENCE. THANK YOU TO ALL!! More

He did as promised. Perfection. And Brandon was A+ and knowledgeable. Not pushy or trying to sell me something I couldn't afford. Very great experience and will recommend Perfection. And Brandon was A+ and knowledgeable. Not pushy or trying to sell me something I couldn't afford. Very great experience and will recommend to family and friends. More

New Car - GMC I purchased a GMC SUV at this Castle dealership in North Riverside and I am especially pleased with my overall experience. Evan Moen was my sales repr I purchased a GMC SUV at this Castle dealership in North Riverside and I am especially pleased with my overall experience. Evan Moen was my sales representative and he provided exceptional service as he was extremely knowledgeable, helpful and professional. The other staff members at this dealership were all very nice and quick to answer our questions or provide assistance. I highly recommend Evan and this particular GMC dealership to future buyers. More

Great experience!! From the moment I walked into the dealership I felt welcome. I was looking for a vehicle and really liked the Acadia. Brandon was the salesman that gr From the moment I walked into the dealership I felt welcome. I was looking for a vehicle and really liked the Acadia. Brandon was the salesman that greeted me and took care of my every need. He made me feel comfortable throughout the whole process. He was very professional and I was able to purchase the car that I really wanted. More

Gmc Sierra Helped me get in a truck when other dealerships couldn't. Fast service, decent APR, really worked a deal on a trade with negative equity. Helped me get in a truck when other dealerships couldn't. Fast service, decent APR, really worked a deal on a trade with negative equity. More

The con starts the minute you walk in the front door My appointment was to be with Driana, whom I have found out is not a sale person at Castle Buick. I am escorted to a desk belonging to Ernest by Ernes My appointment was to be with Driana, whom I have found out is not a sale person at Castle Buick. I am escorted to a desk belonging to Ernest by Ernest. Then another man comes out to tell me Driana is busy and I am to work with Ernest. Gee I was already at Ernest desk. I get to take a short test drive. While the mechanic helps determine the value of my trade in. I still have no idea how the vehicle handles on the interstate. Ernest stated if I like the car during the short test drive I could drive it longer. Which never happened. Another lie. To make matters worse Ernest over charged my credit card $500. This overcharging was due to Tom changing things on one sheet of paper. I was never given the bottom line of total costs broken down until I was to sign the finance papers. Wrong time to surprise the buyer. Or shall I say shock the buyer. Then Oscar gets to explain the extended warranty and gap coverage and tells me the total cost for both is $495. Another lie, it was around $2,500 for extended warranty and around $895 for the gap coverage. I learned about this lie when I was in financing. Then the guy in finance is a real piece of work. Has you sign everything before showing you the breakdown of the cost paperwork. Refused to provide me with a copy of the breakdown of the invoice and sticker. When I tell him I am feeling ripped off he brings in the salesman Ernest and blames him. As a former IRS auditor, I find the business practices at this dealership highly unethical and very questionable. I was given the extended warranty as a reduction in the price of my vehicle but then was forced to sign paperwork stating the dealership will not up GM parts. This was their attempt to make me happy. It only pissed me off more. Like I said before, another lie. The thing is Ernest and the finance guy were both informed that I was an IRS auditor and the finance guy was told I report fraud to the Illinois Attorney General’s Office. Guess who I contact next. I was prequalified for GM financing at another dealership. So I made the assumption that Castle used GM financing. Wrong. They use Bank of America. I once thought the biggest mistake I made was marrying my ex-husband but it is now doing business with Castle Buick. More

glad to buy my new terain at castle buick i love it .every my car was 15 years old over due it was very easy to buy at castle buick service is going to be great at castle buick all girls and guys are real nice my car was 15 years old over due it was very easy to buy at castle buick service is going to be great at castle buick all girls and guys are real nice. More

The Best Dealership with the Best SalesWoman My first time purchasing a Buick. Maricruz Roman was the Sales Woman to help me. Her calm spirit made it very easy for me to take my time and not fe My first time purchasing a Buick. Maricruz Roman was the Sales Woman to help me. Her calm spirit made it very easy for me to take my time and not feel pressure. I felt welcomed as an addition to the family. I am complexly satisfied. More