McGovern Buick GMC of Westborough

Underhanded Sales Practices. The staff and sales practices are despicable and underhanded. The experience at McGovern Buick GMC dealership was terrible. (A) the trade-in process, The staff and sales practices are despicable and underhanded. The experience at McGovern Buick GMC dealership was terrible. (A) the trade-in process, they reviewed my vehicle and came back with $7,800 for my car. I didn't push and accepted the offer of $7,800. Saleswoman presents the preliminary offer, handing me a pen and 'sign please'. I scan the page and NOW my trade-in is listed at $7,500. At that point, I should have gotten in my car and drove away. (McGovern Buick is 70 miles round trip from my home) Her excuse was 'they' made a mistake'. Yeah, 'they' never make a mistake in the consumers favor. (B) the saleswoman presents a paper to sign, when I ask what the paper is, her reply is ' those are finance options'. I sign the paper. (C) I meet with the finance officer at 7 pm. The loan approvals return and the best rate is 5.29% and I have a 800 credit score, which she did not give me a copy of. Then I am presented with the loan terms BUT the loan officer and i haven't discussed loan terms. You see, go back to item (B) this is where I was underhandedly given the loan term of 6 years/72 months by the saleswoman. This was just incredible that the saleswoman is doing this plus how can I agree to loan terms if I haven't been approved yet and haven't had a verbal discussion. (D) I tell the loan offer to recalculate the loan for 60 months, which was done. (E) the next hour was the loan officer trying sell me a $2,000 extended warranty, She would not take No for an answer until I DEMANDED she moved on. Then all the other offers and upgrades. I did decide on a wheel and tire/dent and ding policy. Finally at 9:10 pm I told her she needed to finish and leave. I arrived at 3:30 pm and was leaving at 9:30 pm. I was the only customer in the dealership. The Encore needed an assessment because of a brake issue. They promised, even wrote on the work order "Nothing but great service!!! <- 3 exclamation points>, Full tank'. (F) I arrive to pick up the car 2 days later. Saleswoman asks me to sign over my car title. NO, I am taking the Encore for a test drive to confirm the shuddering brake issue is resolved before I sign over my title to my car. After test drive, car is fine, I ask for the work order for the brake repair. I am told NO. So far the promise of 'Nothing but great service!!! ' is non existent. By the way, the gas tank is only half full, and it's clearly written on the work order under the 'Great Service'...Full Tank. You need to fill it. I'm just so insulted at this point but I'm only spending $25,000 right?! I just can't wait to leave this dealership and not return. (G) Day 2 with my car I go to a gas station because the Buick display is stating tire pressure on the 4 tires is LOW, Tires are required to be 35 psi and all 4 tires are under 28 psi and as low as 26 psi....EXCELLENT SERVICE? FULL SAFETY INSPECTION? (H) I return 2 weeks later to McGovern, drove 70 miles round trip, with a hand-delivered cancellation notice for a full refund on the 'Wheel and Tire' contract. (it can be cancelled at any time). I wanted my $695 returned instead on having the policy. (I) It is now over 70 days later and I am still trying to get my $695 credited to my car loan. (J) Warranty Solutions, the Wheel and Tire policy company confirms it takes 2 days to confirm a cancellation from the dealership and it's up to the dealership to expedite the credit. OVER 70 DAYS LATER, during which there were unanswered phone calls and emails until I threatened a complaint to the State Attorneys General Office, still waiting. There's more but I think this states how I was treated. (K) I'm told in a phone call that my loan credit is being processed and will show up in my loan statement in 30 days...I'm not counting on it. Saleswoman, Tegan Van Wasseman. Loan Officer Kate Van Allen. More

Horrible service I have brought my vehicle in for service on a transmission problem as well as a problem with the computer 4 times. Each time I was promised they knew I have brought my vehicle in for service on a transmission problem as well as a problem with the computer 4 times. Each time I was promised they knew about the issue and could fix it. Then I get there and each time I was told the same thing "they could not replicate the problem" so they couldn't help me and as far as the transmission goes after the second time I brought the vehicle in I got the same response "it's a known problem you just have to live with it" they were friendly enough but made me bring the car in 4 times for a problem they knew they couldn't fix? How can you tell someone who bought a $74,000 vehicle they have to live with a computer and transmission that are faulty? More

GMC review This the first time coming here for my vehicles maintenance the staff and quality of maintenance was great I will be returning back here for further m This the first time coming here for my vehicles maintenance the staff and quality of maintenance was great I will be returning back here for further maintenance on my vehicle. More

Bait and Switch I told the sales team what car I wanted and what I wanted to spend After 3 visits looking at the same car and being told a price we went in to purcha I told the sales team what car I wanted and what I wanted to spend After 3 visits looking at the same car and being told a price we went in to purchase the car. Arriving there on the 3rd visit I asked to test drive the car one more time so two sales reps walked out gave me the keys and put a plate on the car. After the drive I sat down and the accountant left to get the exact price (which we had already agreed on) but I figured they were adding plate and reg. as we already discussed tax with the original price. The sales rep and accountant returned to ask what car I was purchasing? I replied the car I just test drove and you put a plate on. This is the only car I looked at on the prior visit and all the voicemails I received were about. They told me that they couldn't sell that car for that price but had a different car with twice the mileage that they could. This was the classic bait and switch. I would never go to, call or purchase a car from this dealer. They wasted at least 8 hours of my time with repeated phone calls and 3 visits talking about this car. More

Worst car buying experience ever I will say this dealership is the definition of your stereotypical used car dealership. If you want a deal full of hassle, and a deal that is difficu I will say this dealership is the definition of your stereotypical used car dealership. If you want a deal full of hassle, and a deal that is difficult in every sense then shop at Westborough GMC. I have bought a lot of vehicles in my day and I know how it works. This is by far the worst dealer I have ever dealt with. It makes me not only never want to buy a GMC again, I may never buy an American car again. I work in the customer service business and live by the words, "the customer is always right." I don't think anyone but the one girl in service has even heard this phrase, never mind care about it at all. More

Service shines Service appoints are timely and accommodating. Specials are explained, and no one pushes unneeded additions. Honesty is consistent. I might add that s Service appoints are timely and accommodating. Specials are explained, and no one pushes unneeded additions. Honesty is consistent. I might add that sales is pleasant and not pushy. There consistency is a plus. More

Service Best service department ever. Fast and efficient, able to get appointments within decent time. Coupons are always available. Decently priced services, Best service department ever. Fast and efficient, able to get appointments within decent time. Coupons are always available. Decently priced services, would definitely recommend to everyone that I know. More

Westborough Buick lucked out with this saleswoman. I initially contacted the dealership regarding a used Buick Enclave. When I came into dealership I was greeted by Cassie Jones. I soon realized that I initially contacted the dealership regarding a used Buick Enclave. When I came into dealership I was greeted by Cassie Jones. I soon realized that the Enclave was not the car for me due to several reasons. She showed me some other options (Encore, too small) and they proved to be not what I was looking for. I noticed the GMC Terrain and it had me at "Hello". I loved the styling and had all the bells and whistles in an affordable price range. Cassie was amazing on the test drives discussing all the gadgets and safety features. I was coming off of a 2007 Murano so it had been a while since I had been in a new car. That being said I was also unsure on whether to lease or buy. Cassie was very patient walking me through it all. When the finance guy stepped in I started to get the hard sell and he was looking for a handshake on a car that I didn't even want. The color was bad and it didn't have the engine I wanted. The finance part of it needs tweaking because when you ask for numbers it is confusing. I came back with my husband to show him the Terrain's. I expressed interest in one and Cassie had it all ready when we came back. She also told us about a used 2015 Terrain w/Denali package in the lot. The price was a bit higher but as soon as I got in it I was sold. Once the car was selected then we got some solid numbers. Cassie was so responsive to my emails and texts on questions. When I came to pick up car late on a Friday night she sat in car with me for an hour setting up the comp OnStar and getting me familiarized with the car. I have been selling real estate in this area for 16 years. I am very receptive to when I am being upsold or getting xx. None of that with Cassie...she is the ultimate professional and I felt very comfortable working with her. I want to steal her to sell real estate! Westborough Buick has a gem and I hope they realize it. I have a lot of contacts and a fist full of her cards in my wallet. I hope to send her some buyers. When you call to even inquire about a car...ask for Cassie Jones. More

Service department This dealership is wonderful. I leased my car here and bring it in for service. The service department is wonderful and the service is excellent. T This dealership is wonderful. I leased my car here and bring it in for service. The service department is wonderful and the service is excellent. They always have time for me and make me feel good when I have a question. It is a great dealership. More

The salesperson makes the difference. I was recently looking for a late model vehicle to replace my suv that my son totalled in an accident. I was in the Westborough area and began dealing I was recently looking for a late model vehicle to replace my suv that my son totalled in an accident. I was in the Westborough area and began dealing with a saleswoman there. As a woman it is refreshing to deal with a salesperson(women) that doesn't respond to MY questions to my husband. I have walked out out dealerships for that exact thing! I make all vehicle decisions and refuse to be spoken down to. Ms. Jones was incredibly helpful to me in looking for a replacement suv with safety in the forefront of my mind She seemed to understand that I was still in a bit of a state from how horrific the accident was and how my son walked away unscathed. She listened and spent quite a bit of time working with me checking crash safety ratings. That was my main goal! I also have a fairly accurate xx detector and cannot stand the oft portrayed typical salesman shtick. I felt respected, listened to, and genuinely worked with. I may not be the easiest customer by "ease of dealing with" definitions. I expect quite a bit and appreciate such when it actually happens. I actually ended up getting a really great deal from a private sale and did not end up buying from this dealership. That deal was unexpected but takes nothing away from the fact that I would have otherwise been thrilled to continue with Cassie Jones. My theory is that if you are the type of person to be quick to complain about customer service, then you better be just as quick to also take the time to commend when things exceed expectations! I feel like dealing with a female salesperson added to my experience as it was the first time in 30 years of purchasing cars that I felt heard. The understanding of my fear and shock went a long way.......as she can attest to....having been shown all the horrible pictures from that day. Thank you for your time! Susan Bradley More