We're sorry to hear about your most recent experience at our dealership. Customer service is our number one priority and we would like to further understand the details of what happened at our service department. Please contact our team at your earliest convenience.
Thank you for sharing your experience with us. We appreciate your feedback as it helps us grow as a dealership. We will be sharing your comments with our team and we encourage you to contact us if you would like to further discuss your visit.
I will start by saying I had an appointment at 1pm. I was promptly greeted and my vehicle was taken from the staging area and I started off very happy. Little did I know, this was a service illusion. I did not want to sit in the waiting room, so I went for a walk. As I was walking through the parking lot, I saw my truck parked out behind the Honda service area in the back lot. I saw both mechanics and service advisors (from the GMC side) outside smoking and eating pizza. Meanwhile, my truck is out in the lot waiting to be serviced and I am becoming more and more annoyed. After about 45 minutes, I inquired about why my truck was out back and not in a bay; I was told it was lunch time. Question: Shouldn't lunch time be accounted for in your scheduling system? Why was I given a 1pm appointment if half your staff is unavailable at that time? I went for another walk; finally at about 2:15 (an hour and 15 minutes after my appointment time) my truck was brought in to the service bay and they began work. They were done with all they needed to do in about 45 minutes. After waiting two hours, my truck was finally finished – or at least I thought it was. Before checking out, I was asked (well more of a hard sale approach) if I wanted the alignment checked. I said I didn't want to spend the money just to check it as my vehicle only has 16,000 miles and is only a year old. Advisor says; we recommend it at least once per year since we have a lot of potholes. I again said no as I have always been told it was not a necessary thing to check annually (more like every 3 to 4 years unless you have reason to believe it is off) I was then told "checking it is free... you only pay if it is out of alignment". Question: Why was I not asked up front instead of after they have brought it around to be picked up? Also, if it is free to check, why is it not just a value add service Check? Check it, show me it is out of alignment and ask if I want it repaired. Instead, you ask at the end of the appointment, when my truck and I are ready to go. I am glad I declined as when I got home, I checked the GM website to see how often they recommend alignment. The GM website says: "Adjustments to wheel alignment and tire balancing are not necessary on a regular basis" (That is copied and pasted directly from the GM Tire Rotation and Alignment page) Question: Why would you intentionally recommend something that is not necessary? My issue with your dealership is simple. From what I have seen, you are not honest, you are not respectful and therefore my opinion is you are not ethical. Let me back it up: 1. My appointment was at 1pm – but was not actually taken into a bay until 2:15pm. (Dishonest and disrespectful of my time) 2. The vehicle was moved and hidden to create an illusion that I was being offered prompt service. (dishonest and unethical) 3. I was pressured into buying something that is unnecessary and I was not told if was free to check until after I protested (sketchy, Dishonest, disrespectful and probably unethical). I wonder if I had agreed and nothing was wrong: Would I have been charged? You will say no, but I will still wonder…. And will never find out. You are still my dealer and I will still bring my vehicle to your shop (as I have a service agreement with you), but I will always be expecting this type of behavior and have little trust or faith that you are actually treating me the way I deserve to be treated. Lastly, I wonder if you actually read all of this and will take any of it seriously.
Very pleased with Joyce Koons GMC, I bought my GMC from Koons GMC at Tysons and will never again use that dealership, some of the worst service I have ever had. The service people at Joyce are so much better, it's a lot farther from my home but well worth the drive.
The reason we took our car in was to get items installed that wer purchased when we bought the car. The service personnel wer talked to were doing a fine job. Then we looked at the mud flaps that were installed and hitch cover they couldn't install all BECAUSE THEY WERE PAINTED THE WRONG COLOR. I've never seen such a mistake in all my years of buying cars. They have offered to loan us a car so they can repaint and reinstall the mugs flaps and paint the hitch cover the right color and install it. I don't like being without my own car, but it has to be done
Jessie, was very professional, he got the car looked at immediately and was quick to get the service done after I agreed to it; when I was not feeling well, I was able to get out of there and a short amount of time. I am grateful.
We appreciate that you took the time to write about your experience at our dealership. Each employee is a valued member of the Joyce Koons Buick GMC team and we are glad we were able to provide excellent service! We look forward to working with you again in the future. Thanks!
Had a diagnostic message that I had an emissions problem. The dealership was able to quickly isolate it. Even though they did not have the necessary part on hand, they were able to locate it, do the repair, and get me back on the road the same day.