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in the last 10 years I have bought 3 vehicles from Alden GMC. Up until recent I have been lucky and never had “an issue”. That gave me the false sense... that if there was “an issue” they would take care of me. Well, I was wrong. Before we begin, I know most negative reviews are because someone didn’t get their way. This isn’t about the $700 that Alden managed to squeeze out of me. It is about the lack of customer service. Car dealers in general have a long history of deceptive tactics, so it is kind of expected to be hit with some type of erroneous fee. 17 days into an issue I went to finally pick up a loaner and speak with the service manager Loring. It is as if I was a burden in his day. Immediately he was dismissive, condescending, and rude. As I started to voice my concerns his words were “how is this my problem?” vs how can we work together to make it right. The magnitude of his dismissiveness even prompted me to call him out on his smugness. On April 16th I dropped my vehicle off to diagnose a transmission issue. Later in the day I called, and they said it “needs a new transmission” and are waiting on the warranty company to approve it. I stopped by early the following week to remove some stuff from vehicle- Asked how long once work was approved- was told it “would be quick since they are putting in a new one” called several more times over the next 13 days to see if there was any update- several times was told still waiting for approval on the “new transmission”. On April 30th Karen called me and said the warranty company approved the “used transmission and should be ready Monday or Tuesday”. In full disclosure-The vehicle does have 105k on it- a “new” one was surprising to hear during the several phone calls, so when she called on Friday and said “used” was approved- I figured, yea new seemed too good to be true (but never thought they would use a salvage part). On Monday May 3rd I received a voicemail saying the used one failed and they had to get another one. I called back and spoke with Karen who said the used one essentially came from a junk yard (Goyetts), and they are waiting on a 2nd one and would be another week or so. I expressed my concern over a junkyard part being put in on something that is under warranty and think it should have been new or at least a certified part. (The dealership even ordered a rebuilt one while they were waiting on the warranty co.) In about 20 mins time Karen was able to get a cost of aprox $700 (my expense) if I wanted a rebuilt transmission. I had never heard of a dealer putting junkyard parts in a vehicle especially without notifying the owner… It feels like this was just a case of fix it quickly and cheaply, so the problem goes away. (The extended Portfolio warranty they sell you for $2k evidently allows them to put, what I consider subpar untested junkyard parts.) Even on an oil change the customer is presented options…. At the end of the day, I agreed to pay the $700 and put the certified rebuilt. In the short run Loring is right- it is not his problem. However his lack of empathy and concern, cost them a customer.
The Best buying experience ever thank you so much Allden GMC
It was the had. No high pressure to buy the vehicle. All of our question were answered, the pricing was good, we felt we were treated very nicely. We would... definitely recommend this dealership to our friends who may be looking for a new car.
Thank you very much for taking your time to leave us a great review! We are pleased to hear about your great experience at Alden Buick GMC! If there i...s anything else we can do for you just give us a call! Alden Buick GMC Team
My overall experience to Alden Buick prior to bringing my vehicle for an oil change, was just SUPERB as it always is every time I speak to there Customer... Service Representative in the Auto Department Chris. Chris always provides excellent customer service, goes above and beyond for his customers, very professional, it amazes me the multitasker worker he is and always with a smile on his face when I see him. The Auto Body Shop took great precaution with this COVID pandemic, the older gentleman who had me drive my vehicle into the shop, was friendly and was sure to sanitize my door, steering wheel, key and neatly place them in a plastic bag. It was a great experience given this pandemic we are all going through. Thank You and thank you Chris for always being so good to my family, friends and coworkers! Your a RARE GEM!!!
Total experience was great, we had Blake for our salesman, no pressure, pleasant, and our communication was easy and relaxed I recommend Alden Buick,... all day long!
very helpful Service personal very informative and helpful
Very happy with everything from purchasing the vehicle and the recent service. No complaints.
Rui and server crew did an excellent job with fast service turn around
parts ordered and i was notified as soon as they were at the dealer. great job!
Very helpful staff and driver to take me home and pick me up