Randy Marion Buick GMC Truck - Service Center

Broke my factory key I went in on Dec 20th to get a simple oil change done. Handed my factory key to someone in service then proceeded to wait in their lounge area. Abou I went in on Dec 20th to get a simple oil change done. Handed my factory key to someone in service then proceeded to wait in their lounge area. About half an hour later the service manager came to see me. I thought everything was done and I was ready to check out. Not the case....he came to let me know that my key (which was only 2-3 years old) was broken. He said they just turned it in the ignition and it broke in several pieces. WTH???? I didn't hand them a key that was faulty. (I'm guessing someone dropped it or ran it over). They didn't even start with my oil change at this point. Never apologized-just stated that sometimes this happens. No offer to get me another key. I was under the weather (just got back from Dr. with a sinus infection) so didn't feel like arguing right then and there. Checked out and paid for my oil change. Called several times and was transferred to different people. No one offering to pay for another key. They offered to program the key free but would have to pay $91.00 for another key. To me this is UNACCEPTABLE! Called Corporate and left a message with Rhonda. She called back that night. Seemed very concerned and stated not worth getting bad publicity over a key. I thought everything would be taken care of and she told me that she would call the next day. Tomorrow will be 1 week!! I have left numerous messages for her and have not heard back. I will wait another day-making it a full week and if I do not hear back-I will proceed to contact the BBB. Lori McIntyre More

Horrid service Recently needed warranty work done. Wanted diagnostic fee.....I spoke to gm personally to get 1 hr. Remittance. Diagnostics done, advised repair w Recently needed warranty work done. Wanted diagnostic fee.....I spoke to gm personally to get 1 hr. Remittance. Diagnostics done, advised repair would be covered by GM. Then I was told my vehicle was on bac row somewhere.....amongst many vehicles. Repair day @ 0800, I was told one to two hours ( mind you, this is an unplug and plug in repair. After 2 minute door panel removal. Three and one half hrs later I called to get update.....secretary informed me it's not ready service manager would call me shortly. I called service again, about hour and a half later........told had to move my vehicle out to work on someone else's....then told having trouble programming.......Also told tech was in the PARKING LOT working on it now. Went to RM's to talk about over 5 hours for simple fix. They provided textbook apologies, excuses, and offer of free oil change. All said and done they agreed to fix my broken window motor as a compensation.....Be prepared to spend a lot of time waiting in a drab little waiting room when using RM service center in Huntersville NC. Made appt. with customer relations @ RM. They cancelled less than one hour before appt. Repeatedly called requesting reschedule........only voice mail answered. Week later went to RM headquarters and asked to speak to RM. Could not get past secretary.....She said customer service would see me now...I explained the CS person did not seem too interested in my experiences and I wished to soak to someone interested in my plight.......That was last week......so I guess they're still trying to find a RM representative who really cares about customer service. This is just one of the time wasting sat RM's.......I now take my vehicles to another dealership......Difference is night and day, in all areas........By the way, my wife has bought several cars from the new dealership ( not GM ) because of the RM experiences I have endured.......Updates if caring person is found. More