Faulkner Buick GMC

Reviews 3

SE

Sean galloway

***EDIT*** I like to take the time to update this review and give a lot of credit to John, the general sales manger. As it turns out John reads every Google review personally. Within 48hrs of writing my initial review john reached out to me via phone which I was impressed with. John went on to state he had looked into the matter at his end and after a review of the incident he found my account of events to be accurate. John was extremely apologetic and asked if he could explain what had lead to my negative experience. We went on to have a 20 minute conversation where he explained what happened but never once looked to make an excuse or pass the blame. I was extremely impressed. At the end of the conversation John asked permission to make things right. I dont feel that this part of the conversation needs to be posted here but I can say I feel it was very fair. Truth be told the individual salesman I dealt with has burned a bridge with me forever but I certainly would consider Johns dealership for my next vehicle purchase utilizing a different associate. ________ Called the dealership and went through the phone tree for sales. When it was answered I asked to speak to someone in used car sales. Was told by the person at the other end that "yep, thats me. How can I help you?" Asked her to confirm the trucks availability and condition. She came back and said the truck was available and in amazing condition. (Keep in mind the free carfax provided on their website also stated the truck had a clean title) Scheduled an appointment for 3.5hrs later and began the long trip in the car. Upon our arrival, there was no one at the greeter table and I had to go seek out someone to help me. By happenstance I ended up finding the person I spoke to on the phone who I thought I would be helping me. Turns out they were not a salesperson at all! Instead, they were an internet liaison to the sales staff. I was then introduced to a salesman who inquired why I was there. I informed him the exact vehicle I was there to see and immediately was informed that the truck had a branded title for a manufacture buyback. He knew off the top of his head without even having to look it up so why was this not made aware to me on the phone? Furthermore why was this not in the description of the vehicle on the website? Seems rather unprofessional to post a clean carfax link while simultaneously knowing its not. I informed the salesman I felt I had now been lied to on 2 seperate issues that had I known, I would not even have made the trip.... I asked how I was going to be compensated for the time I wasted by taking a day off of work and money spent on travel expenses such as fuel. He then informed me there was nothing he could do as he shrugged his shoulders I requested to speak to a manager at which point the salesman stated "I can go get him but hes going to tell you the same thing." I asked for him to go get him anyways and he disappeared only to return 5 minutes later and state his manager was unable to come speak to me as he was "knee deep in making other deals". At this point we decided the best course of action was to just leave. Our exit out of the building would end up leading us right by the sales mangers office who appeared to be far less busy than we were told. Right before exiting the the building I received a smile and wave by the original person I dealt with as Im sure she thought I was making my way outside to view the truck. I took the time to inform her how horrendous my visit had been and suggested that someone in a position of power such as the owner contact me the following day. 5 days later and still no call. Its flat out unacceptable. I cant believe this is how they run a buisness. It is my personal opinion that the only way to have handled this situation would have been to be extremely appolgetic while offering to compensate me for my travel expenses. Instead, I got a salesman who couldnt have cared any less while shoulder shrugging at me and a sales manager who didnt even show his face.

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Adele Sadie

We purchased a preowned 2011 GMC Terrain from Faulkner on December 14th, 2015. The following morning the “check engine” light came on. We took the vehicle back to the dealership. They determined that it was the catalytic converter and wanted us to pay $1,000 for the repair. We refused because we had not even owned the vehicle for 24 hours. After talking to a manager, they fixed it for free. On March 9th, 2016, the “check engine” light came on again. They determined that it was a sensor in the engine and we had to pay $571 for the repair. A few months later, the “check engine” light came on a third time. They determined that it was the same sensor they had already fixed, but a different part, and wanted us to pay for the repair again. At this point, we wanted to exchange the vehicle for something else. We went in to the dealership and talked to the manager. He agreed to pay for the repair, and told us that if it happened again within a month they would fix it again. We decided to keep the vehicle. We have consistently changed the oil every 3,000-5,000 miles (sometimes sooner), but between oil changes the vehicle would make a knocking sound and the “check engine” light would come on. As soon as the oil was changed the light would go out, so we did not take it to the dealership. Fast forward to last Friday (5/12/17). We were on our way home from Philadelphia and the car broke down in the left lane of I-76 without any warning. After a few minutes, nothing in the car worked, not even the 4-ways. Luckily a police car was able to push us over to the shoulder of the road and out of the way of traffic. We were stuck there for 3 hours waiting for our insurance company to find a tow company that could tow us home. We finally got home at 6:00 a.m. We had our mechanic look at the vehicle and he determined that it was the engine. He ran a diagnostic scan and determined that there was compression failure due to a bent valve. He also noticed that the oil was low (it was not due for an oil change yet). After doing some research online, I discovered that there is an open recall on my vehicle, and it has not been fixed. I had no knowledge of this recall until the car broke down. We called Faulkner over 48 hours ago and left a voicemail and still have not heard back from them. We are looking at a $3,000-$4,000 repair bill that is directly related to a recall that was not fixed and that we were not aware of, for a car that we have only owned for a year. The vehicle has had consistent issues and does not seem to hold up to Faulkner’s “certified” standards. If a Faulkner associate would like to contact us, this is our contact information: John McCorkle (484) 947-8212

KA

Katie Kyle

This whole experience has been less than enjoyable. We purchased a 2010 GMC Acadia approximately 3 months ago and in that time it has been to the service shop a handful of times! That is also completely unacceptable! I have bit my tongue because it was a sensor problem which took the shop many tries to figure out but at least they tried. Granted it’s a huge annoyance to every couple days bring the car back because it breaks again and have to haul my kids with me to do this. I dealt with that and didn’t say a word but over the weekend my tailgate stopped working and crashed down on my husbands head and almost took out our son. Turns out the tailgate struts blew out so when this happens without warning the weight of the tailgate crashes down. To make this worse it also almost shut on my husband. We are just happy our son wasnt on the bumper helping like he usually does or he could have been killed. Im sure that means nothing to you since the service manager didnt care and a couple of calls the the GM of the dealership have still gone unanswered. To make matters worse when we called regarding the problem, we were told that it was covered and there would be no out of pocket costs so we dropped it off. After the car had been in for a day we received a call telling us it would cost $120 to fix the problem. I know $120 isn’t a lot of money but in the end I also feel like the employees working at the dealership should know what they are talking about over the phone. If we had been told up front we would not have brought this in. If you recall it’s a pain to drag the kids back and forth and we were not looking to spend extra money at this time. In the end we paid you to fix it since it was already in and the shysters you are got your money at the end of the day. But I assure you after this experience and the lack of professionalism with the Management and inability to return calls; you will not receive any more money from us. I also have a great deal of friends shopping for vehicles and I will be sure to tell them exactly where not to go. In the end Faulkner GMC lost a customer over 120$, the inability of its employees to give us the truth and the inability of a returned call from the GM. In my opinion, that does not represent how I do business and therefore I will be happy to sever my tie with this dealership. All I ask for is a straight answer on a potentially harmful default (one that in my opinion should be a recall as I saw plenty of related articles mentioned on the internet) being fixed and I do not believe in anyway after what we have gone through that this is unreasonable...