Romain Cross Pointe

It took awhile but all the issues are fixed. Thanks for getting it done at last

I brought my 2024 GMC HUMMER EV SUV to Romain GMC service on May 8, 2026 for routine service, a windshield washer fluid leak, and replacement of all four tires. The washer fluid leak was obvious: fluid would visibly leak from the rear area and the system would quickly show a low-fluid warning. On May 11, I was told the vehicle was ready and that no leak had been found. When I got into the vehicle at the dealership, the low washer fluid warning was already on and the system was dry. I left the vehicle there again so the issue could actually be repaired. Communication was poor from there. I did not receive timely updates, my text to the service line on May 13 went unanswered, and when I showed up on May 18 I was told the vehicle was ready, but had not been clearly notified. After pickup, the washer fluid issue appeared fixed, but the vehicle now had a new steering-wheel vibration from about 60–75 mph that was not present before the tire replacement. I brought it back on May 26 with written instructions requesting road-force balancing and documented road-force numbers. On May 27, I was told by text: “Yes, I have it ready to go. Shop manager drove to make sure it was balanced correctly.” However, the vibration was still present on the drive home. The paperwork stated: “Road force of rear tires out of spec 35 lb max for LT tires… after force matching rear could only be reduced to 40 and 46 lbs.” The printout showed two assemblies at 40 lb and 46 lb, while the other two were 23 lb and 28 lb. In other words, two assemblies remained outside the dealership’s own stated acceptable threshold, yet the vehicle was presented as ready. To be clear, the high road-force issue may have been a tire issue rather than a GMC issue. Tire Rack, where the Toyo tires were purchased, responded promptly and sent two replacement tires. Tire Rack also provided return labels for the two defective tires. Amber asked me to email those labels to her, which I did, but I have not received confirmation that the defective tires were actually shipped back. Those two tires are worth roughly $1,000 and are part of the warranty/claim process. On May 29, I brought the vehicle back to have the two tires replaced. On June 1, someone called to say the vehicle was ready. I asked for the updated road-force numbers and was told I would get a call back. I did not. I also texted the service line and received no response. During that call I was told Amber was no longer in the service department. After several more days without communication, I went in person on June 4 and spoke with the service manager. I was told the two tires had been replaced, but they did not have updated road-force numbers and it appeared road-force balancing may not have been performed after replacing the very tires that were replaced because of excessive road force. The manager apologized and assigned me to Lauren, who said the road-force technician would be back Monday, June 8 and that she would update me. I called and left a voicemail on June 8. As of the end of June 9, I still had no update. My issue is not that a tire problem occurred. My issue is the repeated lack of communication, lack of follow-through, and being told the vehicle was ready when the requested documentation and actual issue were not resolved. For a dealership servicing a $140,000 vehicle, this was unacceptable. I will soon be shopping for an Escalade to replace my Rivian R1S, and based on this service experience, Romain GMC is unlikely to be where I make that purchase.

Kandace and the other members of the Romain team in Evansville made the leasing process seamless after working with a local dealership that was more worried about me being on their lot than what it was, I was needing/wanting. Kandace heard what I was saying and we made it happen. I look forward to working with her again in a year to replace our other lease.

I dealt with Malcolm Cook and was quite impressed. He was helpful in buying a used vehicle, and he made my purchase a pleasure. I would ask for him specifically if interested in a new or used vehicle. His manager was also helpful. There’s a genuine reason that this dealership has a stellar reputation.

Friendly environment, didn’t feel pressured to make a deal. Car is very nice and staff very helpful!

Was trying to be a first time service customer. I own a Subaru that needs to be serviced. I have called more than once and was told someone would call me back to schedule an appt. First time.... Nothing. So I called back a week or so later and spoke to someone else that answered. She was very nice and polite and said she saw that I had called and no one called me back, she apologized and said she would red flag it and send it back through so someone would call me. Once again..... Nothing. This is frustrating because the service I need done can only be done at the dealership. I also work in the automotive service industry and understand how busy the service department can be and sometimes you forget. It happens. So I called again, this time the person was very short and said it's in the system they'll call you and hung up. So at this point I give up. I guess I'll have to find another dealership to go to for service unfortunately.

Service was better this time, work was completed in a reasonable amount of time Draven Hargett did an excellent job, he communicated the status of my vehicle very well.

Didn’t do enough testing before replacing part that I didn’t need! Helped me resolved their mistake but it cost me more than real problem .

Personally I felt welcomed and comfortable As a return customer this was important to me

Kandace is a gem!! The entire team at Romain was on the spot and made sure that I felt comfortable from the buying process to the time I drove out of the lot. And they have checked up on me since. I?m pleased with my new car and with the service received.