Luther Brookdale Chevrolet Buick GMC

Our experience was what we expected since we have bought our last 3 vehicles from this dealership our last 3 vehicles from this dealership More

I bought a 2021 Suburban from them. The sale went ok, it did take over 2 hours for the paperwork, ugh. Things got bad at service. I bought an oil change package as I have for my other vehicles at OTHER dea did take over 2 hours for the paperwork, ugh. Things got bad at service. I bought an oil change package as I have for my other vehicles at OTHER dealers. Normally I pull up ask for an oil change and hand them the keys. About 30 minutes later they come out with the ZERO balance invoice for me to sign and I walk out to a washed vehicle parked near the door. Not this place. You must make an appointment to see the Wizard even for a simple oil change? So I call 2 days ahead and beg for an audience with the oil change gods 2 days later at 10:00 am. Thus begins the endless string of email and text reminders for my 10:00 am appointment. These reminders continue during my hour long drive to the dealer. I arrive at 9:45 am. 15 minutes early. Who knows maybe they are running ahead and I hate being late. I pull in and I will say it was busy, but they had a small army of employees or Hollywood extras, I was not sure, as most of them seemed to not be doing much other than laughing with each other. What a happy place, if you are an employee. I wait in my Suburban for a few minutes, no one approaches me, ummm? I then exit my Suburban, still not approached. I look in the rear view mirror and can see myself so I know I am not invisible. I am finely spotted and approached. The gentleman is very nice and asked what I am here for. I explain I have a 10:00 am appointment for an oil change. I am immediately told that they are behind and it will take 1.5 hours t get it done. Thank god I made that time saving appointment 2 days earlier. He starts to furiously type away on his computer. Then the hard sell starts. I realize you just paid almost $$$$$ for this Suburban, but GM recommends that we lube all the hinges and the spare tire lock for $150.00 Then a tire rotation, I finely stopped him there and said just the oil change and tire rotation. If find it curious that your are down an hour and a half yet you are willing to push others back by selling me extra work? Profits before people? I then go to the waiting area which is very large. It was FUL!!! I guess a lot of people made 10:00 am appointments and had to wait. I had to sit in a chair in the corner for 1.5 hours. At 11:20 am I get a text message, my vehicle is ready to be picked up. I walk up to the cashier window and am greeted by a less than enthusiastic lady. I give her my name and say I have a text saying my Suburban is ready. She digs through a mound of papers which if it was just done shouldn't be on top? After not finding it, I was told she is waiting of for the paperwork. Apparently it is coming via special courier? Another 10 minutes and my paperwork is transported from points unknow to the cashier by the service writer. I am told that at 21,000 miles the air filter and cabin air filter need to be replaced very very soon. He appears to very concerned about them. Surprise, another upsell attempt. I walk up to pay for the tire rotation and am told $98.xx. I said I should only be paying for the rotation as I have a service contract. The response "I don't know anything about that you'll have to talk to your service writer about that, he just went in to the men's room". Pour guy must need a laxative, because almost 5 minutes later he reappeared. I said I have an oil change package and I should not be charged for the oil change. Instead of apologizing , he said "you agreed to the charges". He took the paperwork from the the very happy cashier and disappeared back to his deck. After 10 minutes, I walked out to him and was told he would have it done shortly. The paperwork was again brought to the cashier with I believed to be the wrong total. I was told I have to pay over $5.00 for shop supplies and disposal fees to have tires rotated? At this point, I surrendered. You won the battle. I now have over 2.75 hours invested in to a freaking oil change, plus an hour drive home. I was not about to loose who knows how much time over $5.00. I will say this, I have a few oil changes left that I will have to suffer through with this place. I have made hotel reservations near by to stay at and have put in my vacation requests at work in order to prepare for future appointments. One other note, at the last oil change, we had an airbag light on. We were told the air bag was bad and that it was on national back order. Today, I asked about the airbag this time and was told, that the order had been closed out. xxx? So do I have an replacement airbag on order, am I on the list, what? I was told that only the guy who wrote it up can help me and he is not there today. More