Cavender Buick GMC West

Needed a standard oil change and was anticipating 1 or 2 hours but no one had acknowledged us for about 2 hrs and 15 min. I saw other customers come and go and finally we approached the service rep and she began by stating that an appt doesn't speed up my car service. She then informed us that our car hadn't been touched so I asked for my car after hours of waiting I addressed Tim, head of the team and he immediately had my car on its way and apologuzed profusely. That is customer service!!!!! I will continue my oil changes with cavender due to Tim going above and beyond. Tim is a very pleasant and modest man.

First, let me say that my truck buying experience was good. I liked my sales person, and the finance officer (Raquel) was pleasant, and efficient. They worked hard to get my sale, and I appreciated their efforts. Both stars are for that aspect of my experience. Unfortunately, that's where the good times ended. At less than 800 miles, and 26 days of ownership, I took my truck into Cavender to have the transmission serviced. The end result is that the transmission needs to be replaced. Now, buying a used truck there's always the potential for problems, so I purchase their most expensive, and expensive, extended warranty. Let me tell you how that experience has went so far. I dropped off my truck at Cavender on the 25th of January. I'm writing this review on February 8th. I found out quickly that we were going to need to replace the transmission. Unfortunately, a transmission replacement requires special attention from the warranty company, so my truck sat for days while they waited for an inspector to come take a look at it. The inspector went out and confirmed that the transmission was trashed, but the warranty coverage denied the claim because of the short duration I had owned the vehicle. They said they considered it a pre-existing condition. I contacted Cavender immediately and I was promised that their team would start working with the warranty company to get things resolved. After days of waiting I learned that the warranty company had approved the teardown of my transmission, so I thought we were on our way. I was wrong. The Warranty company sent a second inspector out to look at the vehicle and he again confirmed that I needed a new transmission, but again the warranty is going to deny my claim. At this point I'm told that they are asking Cavender to assume some, or all, of the responsibility to get this taken care of. Frankly, I don't care who takes responsibility, I simply need my truck back. It looks like I'm in for my third weekend without a vehicle. We had reservations for our camper trailer, so I'm going to lose the money on those reservations. It is unconscionable for a dealership to let someone go without a vehicle for weeks. I have yet to get to rental car because I was told that if the warranty denied my claim my rental car wouldn't be covered. I've asked now twice for a courtesy car from Cavender. To this point I've been offered no restitution, or accommodations. *One thing I'd like to note is that I was told by the warranty service that they had frustrations with Cavender because they kept receiving warranty claims for repairs that should have been addressed at the dealership. The accusation is that Cavender is selling vehicles that they know need extensive work and pawning it off on the warranty companies. While I can't confirm that, I can say that the short duration that I owned the vehicle would leave me to believe that it was a problem that already existed. Unfortunately, it wasn't something that I uncovered during my test drives. The warranty service seems to have flagged vehicles coming from Cavender, so you may expect complications with any major warranty claim. I understand that I'm one of many customers, and I don't believe that my expectations are unreasonable. I have been patient, friendly, and accommodating throughout the process. I will update this review if they get this taken care of, but I think it's really important that you know about these type of things before you purchase a car from a dealership that presents itself as reputable, and trustworthy. I was actually proud to purchase a vehicle from Cavender, but at this point I have no reason to give them return business, and I'm not sure you should give them yours either.

Even with a seller’s market they kept their discount and stayed below MSRP. We were not up sold.

Be prepared for an old school, pressured sales experience. Even got the cliche “what will it take to have you drive the car home today” statement from one of the managers. We won’t be back

Horrible service, they lied when they told me they had fixed my car when it was under warranty once warranty ran out my car started to act up again I take it back and they tell me I have to pay almost a grand to fix it and that it?s not under warranty and I tell them you just fixed the same issue not so long ago and they come out oh no ma?am we fixed something else I told them why did they lie and told me they had fixed the problem when they did not he has an excuse and says well that rep doesn?t work here so we can?t go by what they did to your car ugh just horrible just trying to take advantage that I?m a female and they think I don?t know nothing they get 0 for customer service .

Buying a car is never really the hard part when it comes to a dealership other than their being NO inventory, but it's the service dept that makes me pick where I buy because they are the ones you're going to deal with over and over while the sales guy is long gone. Even though pretty much the whole service team is gone, there is one remaining and he is what keeps me going back and buying repeatedly at Cavender GMC West. His name is Joseph Garza. If the dealership makes the mistake to let him go, all my business and referrals will go too.

I brought my GMC diesel in for a new fuel filter and had given that as the reason when I made the service appointment on the phone. When I got there, at the time for my appointment, I still had to wait just to get someone to talk about the service. Finally a service tech helped and I gave him the keys. Then I went for a walk for about 45 minutes. When I got back and asked about the progress, they said they were looking for me, (but they had not bothered to call my cell). They explained that they did not have the file filter part and I’d have to come back another day. This is even though I had said the appointment was for the fuel filter and discussed it with the service tech... and then after all that - they didn’t have the part! So, I left and went elsewhere to get it done. Wasted an afternoon at Cavender, however. I don’t know if I will ever go back there for service...

So back in Feb of this year. My wife and I purchased a 2017 Ram Laramie Truck. Since my credit is not good, we had to go through Credit acceptance for our truck. To start things off, the salesperson was good, the financing dept. was something else. Not only did they tack on a service agreement without my knowledge, they also added GAP insurance to the contract. I called in and spoke to a Joey Rodriguez and he stated that he could remove the contracts as we spoke...that was a lie, as I had to contact another person, fill out a form and as of today(May 19,2021), I'm still waiting to have the contract removed! So I went in a few weeks ago to get my complementary oil change and tire rotation...well, wouldn't you know...there was no lug nut key to remove the tires! I was under a service contract which I didn't even know I was under at the time, they wanted to charge me for having THIER service dept remove the lug nut and charge me for a whole new set from MOPAR. I had to take my vehicle to Ancira Dodge to get my truck worked on. They did an excellent job to say the least. I called GMC West again to see if I could get a reimbursed for my $180.00 to have the lug nut removed. I am still waiting on Joey Rodriguez to call me, I doubt he will since he doesn't phone calls. Make sure you do your homework with the dealership and read the reviews before you step into a dealership. Their service dept is terrible, their financing dept is questionable and their supervisors don't return phone calls. YOU HAVE BEEN WARNED ABOUT THIS DEALERSHIP!

The service department is lost and truly devoid of meaningful leadership of their mechanics and customer support staff. They performed optional maintenance before fixing source problem which has left me feeling swindled! Key faults: Communication and give a darn! I have called and left messages for Mr. Cavendar and Mr. Donahue. Such a shame they have lost a meaningful connection to the customers at GMC West.

Had a pleasant experience Everyone was courteous, helpful and professional. Vehicle was serviced to my satisfaction Keep up the good work .