Tim was especially courteous and informative: I was reassured by his patience in answering all of the questions I had about my car. A big thank you to the whole team, from the mechanic(s) who made the repairs, to the service tech who cleaned my care. By the way, the loaner car enabled me to run errands that I normally do on weekends...that way, I didn't have to sit in the shop for 3 to 4 hours on a Saturday. Thank you so very much!
Here is what I submitted directly to the dealership. What I got in return was a canned email I'm sure is the default response to all unsatisfied customers. What I should've got was a personalized email or phone call apologizing and stating something to the effect of please let us try again or maybe, 'here is an oil change on us.' I'm sure this survey will probably result in the same type of canned/default response. Anyway, here are the details of my experience...
Unfortunately we will not be able to provide a '100% completely satisfied' score on the survey. When my wife arrived with our 2014 Acadia, she met Matthew who was arrogant and generally unfriendly. While I know everyone has bad days and it is none of our business, my wife told me this isn't the first time she felt uncomfortable with service at Hendrick and describes her experiences as if we are an inconvenience by bringing our Acadia in for service.
On this last visit, I had to call Matthew to discuss our options and he was even a bit rude over the phone with me. It is hard to describe in detail in written text, but when I said something about how he told my wife it may not be under warranty, he got snippy and interrupted me and said, 'THAT'S NOT WHAT I SAID... I told her the bumper to bumper warranty is expired.'... or something along those lines. Anyway, the way he said it was extremely rude and harsh without any customer service in mind. I understand if he needed to correct me. However, there is difference between doing it in harsh tone while interrupting someone and doing it politely with proper manners.
Speaking of the warranty, this brings up another problem I had. When we purchased the car new in Illinois, we purchase an extended warranty. For some reason that doesn't appear to be in any system so I had to call the dealer in Illinois and have them look it up. Thankfully Matthew was able to find the details in the glove box for us, so I do thank him for that. Digging through our glove box isn't something I expect any service provider to have to do as the details should already be in some system that can be easily looked up. This probably isn't an issue with Hendrick as much as it is an issue with GMC in general. I would expect all our warranty information to be tracked in some global system with GMC that every GMC dealer has access to.
We originally took our Acadia to Brogden for service and then decided to try Hendrick. I believe we will be going back to Brogden for our GMC needs as we are tired of being treated like an inconvenience when we bring our Acadia in for service.
The whole ordeal has been overwhelming from within 72 hours of purchasing the vehicle I had to place it in the shop due to non working seat heater, chipped windshield. To replacing sensors the next month due to ignition light. Recently placing it in the shop due to the rotors. Also the USB cord had never worked and my attenna is missing a piece since day of purchasing. I was informed I would have to pay just for the USB issue to be checked as well as my antenna. I am frustrated Tristian sold me a vehicle with small issues I'm responsible for.