Southern Buick GMC Virginia Beach

A living nightmare I had my 2014 Buick Encore towed to Southern Buick GMC Lynnhaven for overheating around 10am 8/13. I received a call from them around 5pm to let me kn I had my 2014 Buick Encore towed to Southern Buick GMC Lynnhaven for overheating around 10am 8/13. I received a call from them around 5pm to let me know they had my car. Thursday 8/15 I was notified that my car had a coolant leak and one of the parts needed to fix the issue was on backorder. I was then told there was no set date of when the car could be fixed. My car is no longer under warranty so I was not offered a loaner car. I explained that I was moving from Virginia to Maryland on August 25th in order to get my children registered for school. That I had very important doctors appointments to get to, work, and crucial errands I had to get done. Not only not having a car, but possibly having it in the shop for weeks was absolutely not an option for me. I received a, sorry there is nothing we can do. Nothing. On Friday the 16th, I left a note with one of the service agents to have the service manager call me. I was told I would be called right back, and never was. After I realized that Southern Buick GMC Lynnhaven was going to be no help, I began to call around. On Saturday August 17th, I called the dealership in North Carolina where the car was purchased. They confirmed the part my car needed was on backorder, and could not be purchased anywhere. However, they informed us that there was a place in Michigan that had extra parts for the dealerships, and they had 180 of the hoses my car needed. On Monday 8/19, I called Southern Buick GMC Lynnhaven to inform them of where they could find the part first thing in the morning. I waited 3 hours and then called back to make sure they ordered the part. When I called, I was informed that nothing had been done. After hearing that I decided to order the part and have it overnighted to them myself. On Tuesday August 20th, I called first thing in the morning and asked for the service manager. I was not sent to Tina’s voicemail and was disconnected three times. After I called again Angie the service rep informed me that they did order the part and my car MIGHT be done today. After processing this whole experience, I was still feeling upset and wanted to speak to a manager. I decided to go in person since the phones and communication seem to be broken at this location. When Tina approached me, she did not say hello or introduce herself in anyway. There was no, “Hello I am Tina the service manager, how can I help you today?” There was not even a hello, Tina walked up to the table and stared at me. I said, “Hi, you must be Tina?” I could already feel that this was going to be pointless. I began to explain what had been going on with my car and why I was frustrated. She explained that she had no idea and was not informed about any of this. NONE OF IT. Then she excuses herself to go to “research” on my car that had already been there for a week. When she walks away from the table, she makes eye contact with another employee and shakes her head at them in disbelief. Right in front of me. I think to myself, this must be a new method of customer service where the managers are as rude as they can possibly be to ensure customers never return. When she comes back, she begins to argue with me about her parts department ordering the part. Now, I have been out of customer service for a few years, but I am positive arguing with a customer that is trying to explain a sequence of events to you that you have no knowledge of, is not in the handbook. I explained to her that her parts department did nothing, that I found that part and informed them where to find it. That if I didn’t call around, her service department would have let my car sit there for weeks. I am going on days of no sleep from the stress of all this, trying to explain this situation to a Tina, a person that is supposed to help me in some way. I received nothing but more frustration and disappointment. To top it all off, when I finally picked up the car on Tuesday evening I was smacked in the face with a $900 bill. This was a complicated situation made so much worse by this dealership. If I could rate my overall experience, I would give it a strong 0 out of ten. There was not one point during the whole week my car was in their care, where I felt like anyone even tried to help me. I have no idea how Tina got the job a service manager. She was the rudest person I communicated with at Southern Buick. Take a second and think about moving, stressful correct? Then car problems on top of that, stressful correct? Think about how you would want to be treated, or your friend or family member during an event like this. I was in tears at your dealership, not because of the car, but for the way it was handled and how I was treated there. There is no excuse. None. More

Southern Buick GMC KIA We enjoyed working with Willie Louis and Steve Hug no pressure and no BS. It's not often anyone can say they enjoyed dealing with an auto sales team. We enjoyed working with Willie Louis and Steve Hug no pressure and no BS. It's not often anyone can say they enjoyed dealing with an auto sales team. More

Prompt service, helpful advice on future service needs. My initial visited to the dealership, went for VA State Inspection. Service advisor was knowledgeable about my truck, and was helpful explaining upcom My initial visited to the dealership, went for VA State Inspection. Service advisor was knowledgeable about my truck, and was helpful explaining upcoming service procedures. More

Easy Going Dealership Had a fine time buying from southern. Staff is willing to take time showing a vehicle and willing to give the customer space and time to make decision Had a fine time buying from southern. Staff is willing to take time showing a vehicle and willing to give the customer space and time to make decisions. More

Cross threaded oil plug. Tina Roberts full of lies. No Care. Wife took her car here for a simple oil change (decided to take it here since it's closer to home, as she normally takes it the Southern dealership s Wife took her car here for a simple oil change (decided to take it here since it's closer to home, as she normally takes it the Southern dealership she bought the car from in Norfolk). Oil changed, take the car home the following afternoon. The following afternoon, come home to see an oil stain in driveway. Look under car and oil is leaking from the drain plug, which is not sitting flush with the pan. My diagnosis: Oil plug was cross threaded and Southern will have to replace the entire oil pan. The car is taken in and my wife is assured that they will fix the issue. Now i'm told multiple things. First she was told they have a "special machine" that can fix the issue. My wife dropped the car off stating the plug was cross threaded and that they may have to replace the pan. We wait all day and I believe that evening we finally hear back that the oil pan has to be replaced and that they could not repair the damage they did on my wife's car. Next day, we hear nothing, wife keeps calling and no one picks up or calls her back. The next day we're told they can't get a replacement oil pan because NO ONE has one in stock. Now for the reveal, this is a Toyota Camry. The car is at the dealership for a week before we can pick it up. I go in with my wife to pick it up and talk to the associate and Tina Roberts. (See other reviews regarding Tina) When the work is completed, we finally go pick up the car (no car for a week). I went in with my wife to speak about the situation. Tina first thought we brought the car in and blamed the Norfolk location for installing the drain plug incorrectly. Tina then said she had a "new tech" that worked on the car and that she will show the pictures we provided and speak with him (doubt that). Tina then informed me that oil pans aren't normal to change and that no one near by has one they could get us (so we waited a couple days). When I went to pick up the car the called the Toyota dealership literally down the road and they have them in stock. Tina straight lied to me there. Just sounds like they don't care about a free oil change service they offer to customers who buy from them. We originally brought the car in for an oil change and an ac leak diagnosis. They wanted to charge us for the ac leak 3 times more than across the street at Pep Boys, so we cancelled and made an appointment at Pep Boys for the following day. As a result of the damage done to my wifes car, my wife asked Sheila Woolward (associate helping her) if instead of taking the rental, we asked if they could just check the AC while the car was there and cancelled the appointment at Pep Boys. Not only did (Tina Service and Parts Director) REFUSE to offer the AC check for free, she didn't offer anything to make this right. Did they fix the problem they created, yes they did. TINA IS LIAR AND FULL OF IT. She doesn't listen to her staff (Sheila was helpful, but the boss makes the decisions to help keep customers). Mike Owen ("part owner of Southern" ) reached out to me about the situation and never replied to me. Goes to show you still can't trust anyone that works at a dealership, especially this place when no one will take ownership of their mistakes and make a customer want to come back. More

cross threaded oil pan - Tina Roberts full of lies - no care Wife took her car here for a simple oil change (decided to take it here since it's closer to home, as she normally takes it the Southern dealership sh Wife took her car here for a simple oil change (decided to take it here since it's closer to home, as she normally takes it the Southern dealership she bought the car from in Norfolk). Oil changed, take the car home the following afternoon. The following afternoon, come home to see an oil stain in driveway. Look under car and oil is leaking from the drain plug, which is not sitting flush with the pan. My diagnosis: Oil plug was cross threaded and Southern will have to replace the entire oil pan. The car is taken in and my wife is assured that they will fix the issue. Now i'm told multiple things. First she was told they have a "special machine" that can fix the issue. My wife dropped the car off stating the plug was cross threaded and that they may have to replace the pan. We wait all day and I believe that evening we finally hear back that the oil pan has to be replaced and that they could not repair the damage they did on my wife's car. Next day, we hear nothing, wife keeps calling and no one picks up or calls her back. The next day we're told they can't get a replacement oil pan because NO ONE has one in stock. Now for the reveal, this is a Toyota Camry. The car is at the dealership for a week before we can pick it up. I go in with my wife to pick it up and talk to the associate and Tina Roberts. (See other reviews regarding Tina) When the work is completed, we finally go pick up the car (no car for a week). I went in with my wife to speak about the situation. Tina first thought we brought the car in and blamed the Norfolk location for installing the drain plug incorrectly. Tina then said she had a "new tech" that worked on the car and that she will show the pictures we provided and speak with him (doubt that). Tina then informed me that oil pans aren't normal to change and that no one near by has one they could get us (so we waited a couple days). When I went to pick up the car the called the Toyota dealership literally down the road and they have them in stock. Tina straight lied to me there. Just sounds like they don't care about a free oil change service they offer to customers who buy from them. We originally brought the car in for an oil change and an ac leak diagnosis. They wanted to charge us for the ac leak 3 times more than across the street at Pep Boys, so we cancelled and made an appointment at Pep Boys for the following day. As a result of the damage done to my wifes car, my wife asked Sheila Woolward (associate helping her) if instead of taking the rental, we asked if they could just check the AC while the car was there and cancelled the appointment at Pep Boys. Not only did (Tina Service and Parts Director) REFUSE to offer the AC check for free, she didn't offer anything to make this right. Did they fix the problem they created, yes they did. TINA IS LIAR AND FULL OF IT. She doesn't listen to her staff (Sheila was helpful, but the boss makes the decisions to help keep customers). Mike Owen ("part owner of Southern" ) reached out to me about the situation and never replied to me. Goes to show you still can't trust anyone that works at a dealership, especially this place when no one will take ownership of their mistakes and make a customer want to come back. More

Excellent customer service . All the technIcians take pride in their work. Everyone there is very friendly an accommodating . I love my Duramax truck. . I will be back . All the technIcians take pride in their work. Everyone there is very friendly an accommodating . I love my Duramax truck. . I will be back More

Great buying experience My salesman Fred and the finance manager Steve J made everything so easy and pleasant. I was able to get a great deal for my new car and couldn’t be h My salesman Fred and the finance manager Steve J made everything so easy and pleasant. I was able to get a great deal for my new car and couldn’t be happier! Definitely will return for service and future purchases. More

Very Professional Everyone was very helpful, nice and polite. I came for a SUV for a Family of 6 and I received just that. They made sure I got just what my family need Everyone was very helpful, nice and polite. I came for a SUV for a Family of 6 and I received just that. They made sure I got just what my family needed. Thank Mr. Murvin! More

Definitely worth your time and get most with your money. I have got my first Buick which is Encore lease 3 years ago, I love the vehicle so much but need a larger vehicle as our family is growing. So I decid I have got my first Buick which is Encore lease 3 years ago, I love the vehicle so much but need a larger vehicle as our family is growing. So I decided to upgrade the vehicle to its next size Envision. All the staff there are very friendly and accommodating. They are very helpful with what fits your needs and with your finances. They are also honest about the condition of their vehicles. They give out Southern Hospitality with covers oil change, state inspection, 50 mile radius towing to any Southern dealership, etc. for the life of vehicle just by getting the vehicle from them. (Very helpful to me). Then if you get their exterior and interior protection, you get unlimited car kit (car soap, wax, leather vinyl cleaner/polish) this comes in handy if you do religious cleaning. Having a leather interior, this deal saves $$ in a long run. Plus you can schedule to get your car interior shampooed/clean, it’s covered. Very helpful when you have busy schedule and children who spills everywhere. So far they have the same courtesy since I bought my first vehicle, throughout getting routine service, turning in the vehicle and now having a new one. I would recommend this dealership to everyone who is looking for a great car, great deal and helpful service. More