Ken Garff Buick GMC Riverdale

I have really enjoyed your service center, have been a customer for over 15 plus years. we have owned Buicks and GMC vehicle's for many years and used your dealership exclusively for service and repair. customer for over 15 plus years. we have owned Buicks and GMC vehicle's for many years and used your dealership exclusively for service and repair. My experience on 12/06/2023 was unbelievably inconsiderate and un called for. To make matters worse and sadly enough I explained the situation with a manager who assured me things would be made right, he said he fully understood my position, ironically I have yet to hear a thing from anyone now three days later. History: I scheduled a appointment online for 1 PM on 6 December. I called the service department on 5 December to make certain my truck could be diagnosed on that day discussed the issue thoroughly with an associate in the service department. I was told to plan on at least 2 hours and possibly a bit longer, and that it could be diagnosed in that allotted time, and if it could be fixed by flushing my transmission that could be completed that day. That I could wait if I chose to. With the understanding if it need a part or more extensive work it would need another appointment, which I fully understood and was fine with, and planned accordingly. When I arrived at 12:45 PM and went through the check in process again I had extensive conversation with the associate at the desk, made it clear that I was going to wait for the truck and that I had called the previous day to clarify that waiting for the truck was a viable option. Which in my situation made compete sense given the distance I live from the dealership and the required travel down and back, and down and back waiting, made sense. The appointment was for diagnosis and if it was a easy fix could possibly be completed that day but if more extensive work or parts were needed another appointment would be needed. Although the estimated time I was given was 2 hours I planned on 4 to be safe and reasonable. There are numerous place I could walk to from the dealership to occupy my time fruitfully and I explained to the associate that I would be waiting. for the truck and would be given status via text message on progress or to answer questions. The issue: I received a text message at 12:56 to establish communication. From 12:56 until 4:06 PM I heard nothing from your service department, I sent them a text at 406 to get a status update and received nothing. At approximately 4:30 I walked over to the service check in, noticed my truck was still in the same place it was at 12:50 PM. I ask is my truck done ? I was informed that it had not been moved since I dropped it off, and I should reschedule. I was not at all pleased to say the least. I fully understand that things happen in the auto service and repair business and that things can get backed up. But I don't understand how someone in the service business can be so totally inconsiderate to a customer. I would have been totally understanding had someone reached after the first hour and said we are really backed up today lets schedule you for a better time, I would have understood after the second hour if someone would have reached out and let me know we are really backed up today and it didn't look likely they could get to my truck today and let's schedule you for another time. But after several hours I have to show up at the service office to find out my truck wasn't going to be worked on that day. When I called on the 5th I could have been informed the 1 o clock appointment was a bad time and I should reschedule, I could have be informed on the 6th when I brought my truck in we are really backed up and probably better we reschedule, even after a couple of hours if someone would have reached out maybe not so happy but could have understood. I would like to continue you to bring my vehicles to your dealership but feel like a sincere apology and an accommodation should be forth coming. More

Horrible communication! Damaged my vehicle while there. Now my car door locks every time I excelerate. with no explanation. Damaged my vehicle while there. Now my car door locks every time I excelerate. with no explanation. More

They are really awesome…unless you take your business elsewhere. They had my vehicle up and diagnosed in about 10 minutes. But as soon as I switched where I needed to get the service done things changed. elsewhere. They had my vehicle up and diagnosed in about 10 minutes. But as soon as I switched where I needed to get the service done things changed. Shawn in the service department got snippy and hung up on me not once but twice. Go next door to Ken Garff Honda if you want to work with adults that don’t throw temper tantrums. More