Cole Buick GMC Cadillac

There needs to be extensive customer service training for the individuals who are stationed at the Service Desk of the GMC dealership in Portage, MI. ... It is very rare for a service desk employee to smile, greet, or otherwise make eye contact with a customer who approaches the desk. The dealership ought to film the interaction between the customers and the service desk personnel and train them to smile, greet, make eye contact, and in general, welcome the customer to the service/repair desk. I am not the only person who has observed the less than friendly service provided by the service desk personnel; several customers with whom I've waited in line or talk to in the car service/repair area have also observed the same behavior as me. The absolute worst repair service individual from the perspective of "friendly" customer service is the assistant manager, Liz. When a customer approaches the service desk, Liz will ignore the customer, including walking away, turning her back, and shuffling papers for an extensive period of time as if she begrudges having to wait on or interact with the customer. The most recent time I observed this behavior from her was on 8/30/18. If she (or all of the staff) would just acknowledge the customer, smile, and say something like "I'll be happy to assist you in just a moment," the customer would feel like he/she is a "valued customer" not an "inconvenience." For many, many years my family and friends have used Harvey Lexus / Cadillac and the Mercedes dealerships in Grand Rapids, MI, so I know what top customer service looks like. Regrettably, I don't live in Grand Rapids now and have to deal with Cole GMC. I'll be watching the service desk over the next few weeks as I have a couple future appointments to see if the dealership has gotten the message and is demonstrating marked improvement in the service desk to the level of Harvey Cadillac. If not, I will seriously consider purchasing my 2020 vehicle from another dealership.

Absolutly horrible! DO NOT GO I had an appointment AT 2:30. . I sat there until 4:15. I finally just asked for my car because I had to leave. I was told... initially 1 hour and the cost would be $100. I went there because I knew what was wrong with my car. Just the switch on the truck was broken. It had happened before. They charged me the $100 just to "diagnose" and they didn't even fix it! It didn't need to be diagnosed, i knew what the problem was and told them. I called to speak with the service manager. I got the assistant who said was rude. She called me backk and said there was nothing she could do. Also while I sat there for 2 hours an elderly lady was there longer with an oxgyen tank and or was running out, another customer got a hold of the service desk and said she needed her other oxygen tank that was in her trunk. An hour later when I was leaving she was still without it! And was asking for it agian! Absolutely horrible customer service!!

Great experience. Extreamly easy to make the appointment and they got my truck in right away.

Quick service, friendly employees, waiting area is very nice, popcorn and drinks are a nice touch, and appreciated the gift when I checked out. Thank... you.

You did everything you said you would you treated me with respect and you were very timely courteous and happy

Customer service in repairing issue that are basically a GMC issue! Repair service was hampered due to faulty electric parts from GMC. GMC really needs... to do a better job of quality control!

Clean, efficient and timely. Only complaint I had was a service that I thought was under warranty was not and surprised when I paid for the rest of the... service.

Kelly, the service manager and the waiting room we're great, and the time it took was very acceptable. The coffee bar is nice.

I was acknowledged when I walked into the service area and helped pretty quickly. I even received a little basket containing bubble bath and lotion. ... Which I thought was a nice touch.

See above. Timely, attentive, friendly, easy in and out for routine service and to handle the two Safety recalls. Service writer, and appointment setter... where on top of everything the entire time.