|Address:||6201 Saginaw Rd, Grand Blanc, MI 48439, USA|
|Working:||Closed 7AM–8PM 7AM–8PM 7AM–8PM 7AM–7PM 7AM–4PM Closed|
I recently had my Buick Regal GS towed to the dealership after a tire blow out. I asked to submit a claim under the tire ins. purchased with the car. I was informed that the tire wear measured on the tire prevented submission for a claim and that all 4 tires were worn and due for replacement (25K on performance summer tires, not happy, but not a dealership issue). The tech. worked hard to find a replacement set but after a full day without my car/ no loaner, it was determined that my only options through the dealership were installation of the same type on the car at $1700 (which they didn’t have ) or 1 option at $1000. I advised the service tech. to proceed. Meanwhile I called Belle Tire, they had 4 options. I called the tech and left a message advising him of these options. When I called the service tech back he advised me there were a couple of other options other than Belle Tire’s but none of these, nor the original options, were available through the dealership for a week. They had no solution. I advised him I would bring up a winter tire for the car and that I was going to take the car across the street to Belle Tire. They mounted the winter tire for $21 fee and I drove it across the street to Belle Tire. They installed the $600 set of tires and I had my car back 1 1/2 hours later. I am very disappointed in Al Serra but extremely happy with Belle Tire. I would suggest the service tech could have salvaged this service experience with me by: 1. He could have not charged me $21 to mount my winter tire for its 300 yard trip to Belle Tire ( I had explained this was my plan). I would have been happier. 2. He could have mounted a substitute tire/spare and driven it over themselves and saved me the time and hassle, solving the issue. I would have been happier. 3. He could have minimally delivered the car to Belle Tire, not charged me the $21 and notified me when complete. This would have cost the dealer nothing and I would have been happy to pay Belle Tire and credit the Service Tech with going above and beyond. 4. He could have spoken with Belle Tire, presented this approach and options and arranged it all on my behalf. Then explained the situation and had me pay Belle Tire. I would have been extremely happy and given the Service Tech a huge pat on the back and credited Al Serra with the genius to train their service techs to solve customer problems and not just arrange service calls. This was a very disappointing service call that could have been turned into an outstanding story with a little effort. This Regal was a top of the Buick line purchase from Al Serra. I am very happy with the car, very unhappy with the service department.
Al Serras Buick Service department is one of the worst you will ever find. I took my 2011 Regal in for service with an engine issue. They called me back and gave me a quote for the fix: $2,250. They also mentioned that they cant give me the exact detail on what will need to be fixed with the engine until they get a mechanic to look inside the engine, which would automatically incur a labor charge. I decided to call several other auto mechanics, making sure to check that they were certified. The first quoted me $900 for the same issues that Al Serra mentioned. The other two quoted $1,100 for the same issues. How on earth is Al Serra quoting me $1,000 higher than three other certified mechanics? I know you pay more at a dealer, but 100% more? I would never trust Al Serra to service your vehicle until you check elsewhere first. They will most likely completely over charge you. Another note, when I asked for my car back from Al Serra, they charged me $100. I said why am I being charged $100? They said that was the fee for diagnosing the issue. I was never once told throughout the process nor did I agree to a $100 diagnosis fee. I asked to speak to a Buick service manager. The manager I spoke to was Dan. I have never met such a rude, incompetent manager in my life. I asked him if I can have the $100 charge lowered because I was never told that a diagnosis would cost $100. If I had been told that, I wouldnt have argued. He made absolutely no attempt to lower the charge and verbally harassed me saying "you couldnt afford the repair" and "I could legally charge you more than this". I told him I could easily afford the repair, but Im not paying 100% more for it than what three other certified mechanics are quoting. He made no attempt to get me a better price on the repair or to lower the $100 "diagnosis" charge. Diagnosis in quotes because I was told what the issues were, but that a full accurate diagnosis required opening the engine, which would by default incur a large labor charge. I would STRONGLY advise anyone to seek repairs elsewhere or at least call around for other quotes before agreeing to have your vehicle serviced by these scam artists. As a long time customer of Al Serra I have never been so upset with the service in my life, and from now on I will look elsewhere for any repairs. DONT GET SCAMMED BY THESE PEOPLE!
I love the people at the service department and my buying experience was great. The problem I have is with my car and the interaction with Cadillac and customer service. I have 3 wheels being repaired/replaced due to road conditions and I have already had two repaired. The car needs an alignment, the tires are going bad and it has had numerous service issues. I have had a tire replaced and a second tire is being replaced. I called Cadillac service and they told me to "pound sand" basically. I have purchased 5 Cadillacs in the past ten years. You think they would afford me a little more curtesy and help. I wish the dealership would speak up about how many issues they are having with the current CTS and its tire and wheel problems. This is the last Cadillac I will ever buy. They say is road related damage, on a car with less than 30 thousand miles. I have several other cars with low profile tiers and many more miles that go down the same roads with no issues. I have a BMW a year older with twice as many miles and I just recently wore out the first set of tires. It hasnt ruined 5 rims and two tires. Hear my warning " avoid the new CTS by Cadillac". It rides like a truck (actually the truck rides better). Road noise is bad and it eats wheels and tires. Its like the engineers at GM forgot the car would be driven on Michigan roads? Speak up Al Serra and tell them what is really happening with these cars. From what I have seen on the Internet, there are a lot of us.
HAL Watch Band Adjustment
I brought in my wifes Buick Regal for a bulb replacement and a tire leakeage issue. The technician replaced the blinker bulb. But, I was advised that my tire leakage was due to a nail in the side wall. Upon being told of the price tag for a complete tire replacement, I decided to get a second opinion at Discount Tire on Court street. I have been a loyal customer for tires since the 1970s. When the tire shop rolled the tire out onto the showroom, we were all shocked to see that the nail was not even close to the sidewall. Therefore, it was definately repairable. My bill went from $290 down to $0. There are two things that come to mind: 1) The tech made a poor judgement and needs re-education, or 2) your business was attempting to rip us off. If a customer cannot trust your judgment, then it puts him in a poor position to make the right decision. Also, my last visit survey response was not answered by your group. Thats not acceptable. I have been loyal to your establishment for years now. Somehow, this survey response system is broken and need attention. Otherwise, you are going to lose my business as well as others.