Southern Buick GMC Greenbrier

Went above and beyond to avoid warranty claim. I took my 1999 Suburban to Southern GMC to have a warrantied transmission serviced. The transmission was put in one year ago and I had lost all high g I took my 1999 Suburban to Southern GMC to have a warrantied transmission serviced. The transmission was put in one year ago and I had lost all high gears while driving home. While I was upset given that I paid $2300 to have it replaced with a certified GM part I was relieved to know that I was covered under a 3yr/100,000 mile warranty. An hour or so after I had the truck dropped off I recieved a phone call telling me that the transmission that was installed was not a GM transmission. I am a very mechanically inclined individual who does most of my repairs myself and only take this truck into a shop when I want a warranty with a part (like a transmission) When I had this part installed I drove with the mechanic to the dealer to purchase it and like a hawk watched him install it so that I knew it wouldnt be switched with a rebuilt one. I knew that the rest of my visit would be terrible from this point forward as they seemed to want to get out of a warranty claim. I arrived back at the dealer to hear this story from the horses mouth that indeed this was not a GM transmission because it has gold paint on it. The "gold paint" was a mixture of sand and mud which could be wiped off with a finger. They then begin to tell me that I had exposed wires from my upstream 02 sensor which was making the truck run terrible. I began to think "I just hard wired those and triple twisted and insulated them with electrical tape. PLEASE don't tell me that he yanked them out because he was curious because that was a pain to get the pin out right." Indeed he did which has nothing to do with the issue I brought the truck in for. Then they tell me that the transmission came off a 2000 chevy van which if true doesnt matter because they use the same 4L60E transmission. Lastly they say it wouldnt be covered anyway because the radiator sprung a leak into the transmission cooler and was leaking all my radiator fluid into the transmission and vice versa. At this point I told them stop since they didnt want to listen to me anyway and get my truck off the lift. To avoid having anything to do with them again I drove all the way to Richmond to Hendricks Chevy to purchase a new transmission. Upon bringing it home I got to work dropping my old Trans out and comparing to the new one SURPRISE! They are identical same stickers same part number and same bolt pattern. I replaced the transmission in a day and got to work on my cooling system I dotn ahve the capability to perform a smoke test to see if they were correct in the assumption that the trans cooler was leaking into the radiator so I replaced it anyway. I had to rewire all the wires they carelessly yanked out and lastly the one thing that made me right this review. After I replaced everything my truck ran terribly like it had no communication with the ECU (Computer) I thought it was my work so I wasted 3 hours triple checking all my connections and wiring only to find that they had unplugged and entire wiring harness from my ECU which by the way is not how you test any vehicle that has an OBDII computer. That could've caused permanent damage to one of the most expensive parts of any vehicle. In closing I was in the market for a new truck and given that my Chevy has ran 16 years and almost 300,000 miles like a champ I was going to look at your dealership. After this nonsense of an experience I will drive 750 miles back home to James Martin Chevy for that purchase. My experience only makes me wonder how many people have fell for these dishonest tricks. More

Worst Customer Service The intention of this post is not for the sale of a car but to give a review of our experience with Southern GMC. At first, the staff at Southern GMC The intention of this post is not for the sale of a car but to give a review of our experience with Southern GMC. At first, the staff at Southern GMC was very helpful and kind. When Southern GMC could not work the deal that we were looking to meet, we decided to take our shopping for a truck elsewhere. Before I continue, we were going to be trading a 2013 GMC Terrain SLE-1 that they wanted to buy from us for $15,000. You should also know that this vehicle with 17,500 miles has sold on lots in our area for $21,900 - $22,500. We were very insulted with the value that we were given on our trade in and even more insulted when they could not meet the out the door price on the new truck we wanted. Again, as a business they have a right to make money and sell the truck for whatever they wish and we as a consumer have the right to shop elsewhere, so that is what we did. Several weeks later we contacted Suttle GMC in Newport News to see if they had any trucks that met our needs. Unfortunately the lot did not have anything that we were looking for and told us they could do a search for the perfect truck at other dealerships. Suttle of course found the same truck on Southern GMCs lot and told us they could get the truck for the out the door and monthly price we were looking for. Miraculously, when we placed a $750 deposit for Suttle to secure the truck from Southern GMC we received an email from Southern GMC asking us if we were still interested in the truck because they had come out with new incentives. Our response: get the truck to the out the door price and we have a deal. Later that day, we received a phone call from Southern saying unfortunately the truck had been sold (of course to Suttle). Suttle GMC then contacted us saying they were having difficulty obtaining the vehicle. Southern GMC realizing that the truck we were interested in was being sold to a competing dealer in the area, refused to transfer the truck to Suttle GMC. Southern GMC somehow learned that we were the interested buyers on the truck and apparently didn't want to lose our business, however they did nothing to earn our business back. We had several conversations with two of the managers from Southern GMC to which we were treated extremely rude. We were told by both Bryan and Steve (Southern GMC managers) that they did not HAVE to sell the truck to Suttle and that they wouldn't because we were their customers. It all seemed very childish and petty. I am sorry, but we were never their customers because we never purchased a vehicle from them; we were merely guests. We then again asked them to get the truck to the price we wanted and we would buy the truck. One of the managers contacted us back several hours later saying they could not make the deal and that they weren't willing to lose money on the truck that Suttle was. I have no explanation for why one dealership was willing to sell me the truck, but Southern was not. Basically, Southern lost our business and it is my hope to deter my friends from this location for the purchase of a new vehicle. We have thus far had a very positive experience with Suttle GMC and are still in the process of purchasing a vehicle with them. Suttle also charges a lower rate for their new car buying fees that are tacked on to the price of the car. I hope this review helps anyone looking for a new GMC. Please make the trip to Newport News and ask for Tracey or Ed, you will be glad that you did! More

No Other Words but FANTASTIC I tell you what, it is amazing to see a dealer care for a customer as much as the folks at Southern have. We didn't start well, but Southern did all I tell you what, it is amazing to see a dealer care for a customer as much as the folks at Southern have. We didn't start well, but Southern did all they could to make sure my purchase went well, and in the end this was by far one of the best car buying experiences I have had. Southern went out of their way to get my deal done, and they honored the pricing they said they would. I am grateful to Brian Hallal, Jason Nixon, and the owner Jeff for taking would could have been a lost sale and going hand over foot to sell a vehicle. It really means a lot that a dealership takes care of their customers like these guys did for us. I will continue to return to Southern to do business, these guys are awesome.. Thank you!!!!! More

Worst Dealership Ever My wife and I were misled with numbers given on the Internet versus on site. After upsetting her during the negotiations the general manager called n My wife and I were misled with numbers given on the Internet versus on site. After upsetting her during the negotiations the general manager called not to apologize but to go over the same numbers that we had at the dealership. They obvious do not care about customers, and as a GM supplier I would highly recommend going to another dealership. The only star at this place is Winston. He needs to find better management to work for. More

WORST Customer Service EVER We bought our truck from then in 2011. My husband wanted a red one and they tried to get him to buy a blue on their lot. They said there was not a r We bought our truck from then in 2011. My husband wanted a red one and they tried to get him to buy a blue on their lot. They said there was not a red one to be found anywhere. I talked him out of the blue one. Came home, found a red one all the way in Suffolk (17 miles away) (yes, I'm being sarcastic here!) Anyway - after a few phone calls and us saying we'll just go get that one, they got it for him. BUT today's experience takes the cake ... Made an appointment for 7:30 am for state inspection, oil change and tire rotation. Pretty simple, right? They ask on the appointment website what time you want to pick up your vehicle - we chose 9am. Expecting a little delay perhaps. We dropped the truck off last night so it would be there first thing in the morning. The lady calls me at 7am. Who calls at 7am? Just to tell me they got the truck. Well, I would hope so - we left it at the dealership. Then she tells me that the technician will be recommending all these fluid changes and stuff. I say (after explaining that she woke me up b/c it's only 7am!) that all we want done are the 3 things listed above. She then tells me that the truck will be ready this afternoon. I say excuse me? We have a 7:30 appointment. She says "we're busy" and hangs up on me. I was like what just happened? So, I turned to Social Media to share my experience. I then get a message that I will be receiving a call. Some guy names Clint called me and said that I left the rudest comment ever. I said, no I didn't. I left the truth. Well, he blamed me somehow for the rude service and said it will be ready when it's ready. So, I called GM on this now and filed a complaint. So Clint calls me back, tells me that his supervisor sides with him and that we are no longer welcome at that dealership, to come get our truck and they are deleting our account. What kind of customer service is that? BUYER ...... BEWARE!!!!!!!!!!!!!!!!!!!!!!!!!!!!! More

Winston Whitehurst is THE BEST!! Can't say enough GOOD things about the service received. EVERYONE is knowledgeable & friendly. Everyone cares about the Service they provided. Made me Can't say enough GOOD things about the service received. EVERYONE is knowledgeable & friendly. Everyone cares about the Service they provided. Made me feel Welcome. More

5 STAR DEALERSHIP. Larry and Brian were excellent. Very knowledgeable courteous and professional. Exceeded my expectations. A pleasure to work and do business with. Reco Larry and Brian were excellent. Very knowledgeable courteous and professional. Exceeded my expectations. A pleasure to work and do business with. Recommended to everyone. This is an excellent dealership. Nicholas L. More

Purchased 2014 Accadia Denali I have been buying or leasing cars for 25 years. I can honestly say that I've never had a better experience. I had the pleasure of working with Jane I have been buying or leasing cars for 25 years. I can honestly say that I've never had a better experience. I had the pleasure of working with Janeda Testa. She actually came to my business address to describe the car's features, sign me up for Onstar and do the paperwork. She is EXTREMELY passionate about her job and pleeasing her customers. ( I actually thought about trying to hire her away from Southern!). I strongly recommend that you consider Southern for your next car purchase....and definitely ask for Janeda! Daryl R Fanney MD More

A Rewarding and Stress-free Experience Winston Whitehurst, Jr. was our sales representative. He did an outstanding job of locating a vehicle for my husband and me. He was referred to us by Winston Whitehurst, Jr. was our sales representative. He did an outstanding job of locating a vehicle for my husband and me. He was referred to us by Ron Fitzgerald, and he was an ideal choice. Once we gave him some parameters for the type of vehicle we were looking for, he patiently and professionally took us through the dealership's inventory until we found a vehicle that met our criteria and approval. Throughout the process, Winston was fully engaged, thorough, personable, knowledgeable, and professional. We appreciate his patience, his attentiveness to our needs, and his ability to guide us through a rewarding and stress-free experience. Winston is a valuable asset to the dealership. Gladys C. and Robert A. Heard More

On a Wednesday January 2014, I was connected to Bob in On a Wednesday January 2014, I was connected to Bob in the service department and relayed to him that I had ordered a remote start kit from the pa On a Wednesday January 2014, I was connected to Bob in the service department and relayed to him that I had ordered a remote start kit from the parts department, and it came in today. I explained I was calling, as suggested by the Parts Department, to schedule an appointment for installation. Bob took my personal and vehicle information, and scheduled me for the next Tuesday at 7:30am. Bob then gave me a quote of $300+ over the remaining balance for which I had been previously been given by the parts department. I reasoned that maybe Bob may have still been under the impression that I had not pre-purchased the kit and he had somehow given me a sum total variation for kit purchase and installation, even though I had relayed I’d completed a pre-purchase to him twice. I explained again what I did and the parts department gave me a remaining balance of $yyy.yy. Bob asked what total quote was I given for part purchase and installation? I provided him the $xxx.xx quote that was provided to me. At this point Bob became curt, rushed, dismissive, abrupt, and a bit agitated for my taste at the answer I gave him. His demeanor was not, in my opinion, an example of professionalism or a representation of excellent customer service. He stated that the price could not be right, that it is billed as a 6 hr job, and the going rate was something upwards of $300 to $400 than what I was quoted for my type of vehicle. I tried to once again inform Bob, the price I received from the parts department was given to me on two separate occasions, once before Christmas and then again immediately after New Year’s day. The price given was the same each time for complete part purchase and installation. To my surprise Bob asked if I had gotten the price quote “in writing”, as to suggest that all customers who called into the service or parts departments to get a cost for a desired part or service, must receive it in writing over the phone, which would suggest to me that those who provide the information are not honorable or professional enough to know their job or are unable to find the true cost for services provided at the dealership. But before I could address this, Bob asked who I spoke to in the parts department. I said Ms. Mara. Bob said he would have to go and talk to her to find out where she came up with the price and verify it. He said he would call me right back. When Bob did call a few moments later, He said that it was indeed the price I was given but that he had to speak to the service manager about doing it for that price, as it was not what the service department regularly charges. The manager was not in but he would speak to him and give me a call the next day, Thursday. He did not apologize for his demeanor nor for his suggestion that the information I was given was not as stated to me. After not hearing back from anyone all day Thursday, I decided to go in Friday to speak to the Service Manager myself, Mr. Shane McIntyre, to see if he would honor the price given before I would arrive that following Tuesday for my scheduled appointment. When I met with Mr. McIntyre, I presented a copy of my phone records calling 17 auto electric businesses in the area (including the 4 local Kia dealerships) for remote engine start installation quotes. I also showed him my handwritten quote sheet from those businesses, my receipt of purchase of the remote start kit, and my printed appointment reminder for the planned installation. I explained all that had transpired before, informed him I did not get a call back concerning this issue the day previous and the manner in which it was handled by his advisor. Mr. McIntyre first apologized for the confusion and expressed surprise that he was not made aware of the situation. He looked over the information I provided and asked who I had spoken to in the parts department. He then showed me a hand written sheet that had a breakdown of cost for remote engine start installation by vehicle type, which showed pricing higher than what I was quoted for my vehicle. I explained I understand what he has but I reminded him that I received my quote not once but twice when calling on two separate occasions and bought it the same day it was last verified. Mr. McIntyre said he would go and speak to Ms. Mara to find out where that pricing came from. When he returned, He explained where the pricing came from, that I was given the wrong rate, but he would honor the price that was given to me. Needless to say I was pleased. Mr. McIntyre then made a notation in his computer to notate the conversation and verified the $yyy.yy installation remainder, so that when I came in, there would be no questions or issues. He also provided his card to me if I had any questions. When I showed up on the following Tuesday for my appointment, Mr. McIntyre greeted me warmly at my vehicle, personally checked me in, routinely checked up on me while I was waiting and stood by while Bob explained the features to me after the installation was complete. My experience with the one particular service attendant, who I found to be quite surly, and addressed me in a dismissive and huffy manner, was more than enough for me to decide to no longer use the Southern Greenbrier Kia service department for any further automotive care concerning my vehicle. However, Mr. McIntyre’s personal attentiveness, willingness to listen and reasonable assessment in verifying when and what was said made my experience a more bearable one. Mr. McIntyre appeared truly concerned, was very accommodating and treated me far more hospitably as one would come to expect a customer service oriented organization. This is especially true when one is paying for a service to be performed on one’s own vehicle and trusting that organization to proficiently do so while treating the customer in a fair and polite manner. In all, Mr. McIntyre’s personal consideration during this occasion may very well have had me continue to consider Southern Greenbrier Kia Service Center as an option for any future needs concerning my 2013 Kia Optima SXL. Thank-you, Mr. McIntyre. I truly appreciated what you did and how you made the right thing it happen the right way. More