I am answering the above question based strictly on your service department - it was a great first time experience. I recently purchased a brand new 2019 GMC Terrain - wanted to purchase from Shelton as I work very close to the dealership, however no one ever called me back for my business after a visit to your showroom at the beginning of April I purchased my vehicle from another dealer (not convenient to my residence or place of work) but because a friend had a relationship with a sales man. Thank you again for the prompt and courteous service and I will be back when my vehicle needs to be serviced again.
A scheduling issue required that I bring my vehicle back a second time to complete some body work. Other than this minor inconvenience all work was completed satisfactorily. All communication was handled professionally.
Joe E., my car salesman, was excellent to work with. He was very knowledgeable about the cars and incentives. He was able to work with my budget to ensure I was receiving the best car for my payment. Joe was very kind and made the car buying experience pleasurable. This was by far the best customer service I have received when leasing a car.
I brought the vehicle in at the request of GM. The problem was regarding the automatic shift mechanism. The letter in the mail specified the possibility of overheating the transmission. I thought that this was fairly serious and arranged to take the vehicle in soon. I did appreciate the quick service but thought it took a bit too long. And then the young fellow who brought it back to the drop off area asked if I would like it washed. I think that something obvious like that should have been automatic and taken care of by him without question. You asked, I answered. I do like the vehicle and will probably lease another in 3 years.
When I originally made my appointment, I asked how long the service would take. I was told about 2 hours. I then asked if there were shuttles and was told yes. When I got to my appointment and requested a shuttle home I was told the driver was out and would be back in about 20 minutes. After 45 minutes I went to inquire about the shuttle again and was told the driver was delayed but I would be provided a ride. Just give us 5 minutes to find a car and driver. After about another 25 minutes I had no ride, but then I was told “ good luck your car is ready early. Just give us about 10 minutes to get it ready”. I waited another 25 minutes before asking about my car again. Then I got a surprised “didn’t anyone come and get you? Let me go find your car? Another 10-15 minutes go by and I am told here’s your paperwork you’re all set. If they had been upfront with me in the beginning I could have walked home. I feel these were delay tactics because they close at 6:00 on Tuesday and they did not want me to leave the dealership to be certain they wouldn’t be delayed at closing time. This is not the first time I feel that I’ve gotten the run around from this dealership. Also the door handle on the interior of my car had an oily substance on it that wasn’t there when I brought it in. I also don’t appreciate being called “dear” by your service advisor Marc when I called to ask about the email I had received after making my appointment. The email did not list all of the service I had requested and I wanted to make sure the recall was going to be taken care of. It wasn’t listed in the confirmation email.
Jeff was extremely helpful and kept me informed as to the progress with my car and when I picked my car up when it was finished it was perfect. I am totally satisfied with my 2018 Buick Enclave and totally satisfied with the entire team at Shelton Buick. THANK YOU ALL!!
Marc is an amazing guy and always do knowledgeable and informed. But your prices are insane!! Your mechanic guys were about to give me my car back and charge me 600$ without fixing the problem!!! Thanks to Marc who suggested to keep my car overnight for a thorough inspection. They then found the problem and fixed it, hopefully!!
Scheduling for service was excellent, service was not very good, very bad!!! Took 3 hours to diagnose a code where AutoZone did in 5 minutes for free. Cost me $134. I did not mind paying the money for diagnose the issue, and that's way I went to the dealer, but the service is so bad, I'll not be back, will go with another dealer. Other service times was excellent. I did not want service to complete due to my son graduation that same night. Service manager was not very happy when I decline my service. Did not even look in my eyes, did not get a thank you, my car was parked outside, I asked for the key, his replied was will get your car around, another gentlemen came and nicely ask, he resolved the problems quickly. FYI - In the beginning, I meet the tech, he was nice, but when I decline my service due to personal reason, the treatments was totally opposite. Very disappointed. GMC build great truck, will always be a GMC customers. Need to work on Service skill and customer service. Thanks - LH
We appreciate you bringing this experience to our attention. If you are willing, please contact us at (888) 298-3835 so we can work towards a resolution. We look forward to hearing from you. We would like the opportunity to find out how we can better assist you in the future. If you are willing, please contact us (888) 298-3835.