Category: | Buick Dealer |
Address: | 501 TX-114, Grapevine, TX 76051, USA |
Phone: | +1 817-264-7746 |
Site: | freemangrapevine.com |
Rating: | 4.3 |
Working: | 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–8PM Closed |
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A Oles
We are done purchasing vehicles from this dealer...we have purchased several vehicles in addition to referring many of our friends to them and the way they repay loyalty is with a unprofessional service department. I have a 2011 GMC Acadia, and my husband a 2014 Buick Regal, and his has service included. Mine however does not, but for the purpose of convenience I take my vehicle to them. I have had nothing but negative experiences...3 hr. oil changes (with an appointment), long waiting periods for warranty repairs, lost appointments, etc. The most recent experience is how they lost our business and the possibility of referrals. After replacing my battery, the heat in the front no longer works. I also have a bad rocker switch on the passenger side and wanted that replaced. I made an appointment for both vehicles, my husbands for oil/tire rotation, and mine for repairs. They confirmed the appointments, no problem. Arrive and the gentleman who was in charge of getting our vehicles set for repair/oil is from our home town, talked a good game, and said that he would take care of us....yeah okay. So over an hour passes and finally we get the Buick back, the guy (you know who you are) tells us that the car will be looked at and we will know what to expect by the close of business. This was fine because the kids did not have school on Monday, so this would give them Saturday and Monday to make repairs. Well, Friday we waiting until 3:00pm then finally called...he said "they havent even looked at it yet"...what? I dropped this car off at 8:30am and they could not be bothered to look at the car????...so fine they still have Saturday. Saturday...nothing....finally Monday we are restless because we have not received any information and they cannot make repairs without approval. My husband called and again..."they have not even looked at it yet"...WTF! I cannot go without a vehicle with three children, three different schools, and a life. He tells us to come in and he will get us a loaner car...what makes this situation worse, is he tried to cover his ass by stating that "he told us it would take roughly a week"....I think we would remember that conversation, because we would have asked for a loaner at that point...plus....how do you know that its going to take any time at the point of drop-off if NOBODY HAS LOOKED AT THE VEHICLE (Liar). Needless to say, I was not going to drive an extra 30 + minutes to (maybe) pick up a loaner vehicle. He lost all of my trust at that point. I picked up my car without any heat and took it to a professional....they figured out what was wrong and fixed the actuator within 3hrs.... Freeman may have a professional sales staff but the service department is unprofessional and needs new management. The employees lie, lack communication, and the girl in front has the personality of a wet rag when speaking with customers. Seriously...its so simple (good customer service makes money)....treat people with respect and as a potential loyalty sale. Your service department will sink you, there are so many other options, dealers, service providers, etc. so dont take it for granted. Anyone considering a GMC, Buick....there are several better dealers that will care for you and your vehicle after warranty...so I suggest giving your money to someone else.
BE
Benjamin McCabe
First off let me say April Palmer was amazing with getting me the vehicle I wanted and have been very happy with it. I am leaving 2 stars because of service or else it would be five stars. When I first bought my truck had an issue with it shifting and phone connection issues. brought it into the dealership 4 days later only to wait 2 weeks to find out that they re-flashed the computer and said no updates were available for phone. when I went to pick up my new truck that had 400 miles on it. it was scratched in multiple places on the driver fender, hood, and passenger fender that were not there when I dropped truck off. This is also after the truck was supposed to have just finished make ready and had water spots allover in addition. After an hour of trying to pick my truck up and having to talk to multiple people I decide to leave and address another day. Drove my truck home and nothing seemed to be different for the hard shifting. called back up to my service advisor Wray and he told me it took time to relearn roughly 100 miles. drove the truck 1000 miles and tried to reach out to Wray and did not ever get a response. month goes by and I reach out to Wray again asking what can be done about my scratches to my paint and that transmission is still not shifting properly. schedule time to drop off my vehicle with him the following Wednesday July 26, 2017 to have him look at the phone issues again, transmission, and talk about getting the paint fixed from where they scratched it. after I took Wray for test drive he comes out of his office saying there was service notice issued stating that first shift of day will be rough and that after vehicle sits for while same thing is possible to occur. to me the customer he tried to play it off as its just going to happen including telling me he owns same truck and his does it often. reminded him again its not only just when it starts up my vehicle has problems when I enter traffic and have to stop hard. proceed to drop truck off and informed it will be couple days before looks at it. Friday the 28th Wray called to inform me that new valve body for transmission was ordered and will arrive Tuesday. that was last communication I have heard from the dealership and will continue to update as things change. first time my truck was in shop went a week with out so much as phone call or email. seems to be a reoccurring event today is 08/10/2017 I really wish It would allow me to leave more then one review or that service departs was separate, due to the fact that the sales staff was awesome. Ended up taking month and a half to decide on vehicle I wanted and April kept in constant communication and made the purchasing experience the best I have had to date. When arrived to purchase the vehicle. my truck was pulled inside of pick up bay which was great due to rain. all the paper work was ready to be done and got us in and out of there in roughly an hour. fastest I have ever bought a car
LE
LeAnn Bond
I was asked to fill out a survey on Freeman GMC several times by Freeman GMC at the end it said to share the results - here they are: My car wasnt fix. I problem still exists - they created the problem in fact. I took the car in to have the outside air filter replaced because it wasnt working it was faulty and it was returned to me with a buzzing AC. I called the next day and left my service rep a message to call me that there was a new problem that wasnt there before I took the car in. It took two weeks for him to call me back. After getting it in they looked at it called me back - I was told to live with problem it doesnt exist. It was compared with another demo car and they sounded the same. Yet as I drove off my AC was buzzing. Its so loud you cant have a conversation or play a movie. The Tech and Service Rep both got in the car with me and said that the AC "wasnt set properly when I first received the car from the factory so it was quieter then. Now that the AC is free flowing its just louder and should have sounded this way all along." I asked a few question and said you dont hear that buzz, they both said no, its supposed to sound like that. He repeated, "Your just not used to having the free flowing air, its just louder than it was before we switched the filter". The rep assured me he compared it to another Yukon and the sounded identical. I never would have bought a GMC Yukon if it sounded like this. Now one would buy a GMC if it sounded like a buzzing train. GMC would be out of business. Is that how GMC is getting around fixing a buzzing AC. There is something that Freeman messed up when they fixed my outside air filter and they dont want to fix it. I wonder if they would give my husband this answer. I guess well find out. They put new seals on our doors because they had bubble from the factory and now we have road noise. I wish they had never touched our car. We still have no DVD screen that was ordered months ago for the back screen. Two times we have had the car in for repairs and Ive had to call to see check on progress and the car had been ready for pick up but no once called us and they claim the phones are down and we arent getting calls. The last time they said I just missed the call. There was no message left though. Nothing in my call history. Is that how GMC is getting around fixing a buzzing AC. There is something that Freeman messed up when they fixed my outside air filter and they dont want to fix it. You are really great at servicing oil changes, calling on customers to get those satisfaction surverys and providing loaner cars -- Ill give you that. Youve come up short everywhere else.