GMC of Rochester

I recently had service work done. Benjamin was extremely polite and helpful. The service was great and the team quick. They finished the work quickly and efficiently.

Exceptional Service from Sue at GMC of Rochester! I recently had the pleasure of working with Sue, my Service Advisor, during my visit to GMC of Rochester, and I cannot recommend her highly enough! From the moment I arrived, Sue's professionalism and expertise were evident. She was incredibly knowledgeable about the services my vehicle required and took the time to answer all of my questions thoroughly. I appreciated how she kept me informed throughout the entire process, ensuring I was aware of what was happening with my vehicle at every stage. Sue's preparation prior to my arrival was impressive; she had all the necessary information ready and made the check-in process seamless. Additionally, the billing was accurate and transparent, which is always a relief when it comes to vehicle maintenance. Overall, my experience with Sue was outstanding. Her dedication to customer service and attention to detail made my visit to GMC of Rochester a positive one. Thank you, Sue, for your exceptional service! I look forward to returning in the future.

The first few days of their customer service were ok. However as the week commenced and having been informed I was approved for the loan plans were being made to pick up the vehicle. But that plan was halted by their request because they now needed more paystubs dating way back to April (unusual request). Long story short, they kept saying I was approved (when they should’ve said pre-approved). They wouldn’t negotiate any lower price, they were pressuring me daily to buy.

I recently purchased a Certified Pre-Owned Pickup Truck from GMC of Rochester. The started pretty good: low mileage, fair price, and a reasonable trade-in offer. I did not haggle over the price and the transaction was pleasant overall. But from there things went south. During the test drive, I noticed a low tire inflation warning for the front left tire. I mentioned this to the sales representative, who took the truck to service to get the tire inflated while I worked with the sales manager to complete paperwork. However, when everything was done and I went to leave, the tire was still low. The sales representative told me that the TPMS needed a few revolutions to update, which I knew was nonsense. I decided to leave anyway, planning to fix it myself with my air compressor. I discovered the service team had not finished rotating the tires or remapping the TPMS locations, leaving the right rear tire underinflated. Plus, newer cars update instantly, often with a quick horn sound when the pressure is correct. Strike one. I also added a rustproofing service to my purchase, which turned into a horrendous experience. The customer service was subpar from the start, taking half an hour to drop off my truck and get the loaner vehicle I was promised. When I picked up my truck, I found two scratches on the driver's door: one deep into the paint and the other through the clear coat. The service writer brushed me off and told me to take it up with the sales representative, which was frustrating since it was the service department who had my truck. Photos of the damage are attached. Additionally, the rustproofing goo was oozing out of the weep holes in the doors onto the rocker panels and running boards. The service writer suggested I clean it myself, saying, “you can just wipe that off with your finger.” This is unacceptable; no customer should have to clean up a mess left by the service they paid for. I decided to contact the sales representative to escalate the issue. Strike two. Sales representative initially responded with concern, promising to address the issue & improve their service. This promise quickly proved empty. The manager called me only after I followed up, expressing that my experience was not typical and that the service writer was usually a professional. He said he would discuss with the service manager and have him reach out. The service manager reached out, offering to make things right by detailing my truck and addressing the scratches. After spending over an hour on phone calls and emails, I emphasized that my time is valuable and asked for a fast and efficient process for dropping off my truck and picking up a loaner vehicle. The service manager assured me it would be quick and hassle-free: "Just stop by after work tomorrow." Upon arriving at the dealership, I was met with confusion and a complete lack of preparedness. The staff had no idea about my situation, and when I asked for the service manager, I was told he was in a meeting. It was clear he had not communicated my needs to his team. Frustrated and feeling both disrespected and ignored, I left the dealership after telling them, “Tell him I will take care of this myself.” Strike three. This experience highlights, to me, lack of attention to technical detail, customer empathy, and respect for my time. I chose GMC of Rochester because I expected a high-end dealership to provide a commensurate level of sales and service. Additionally, they assured me the service would be quick and efficient. Instead, I spent an entire day without my truck, only to receive it in worse condition than when I brought it in, except for the nearly $1,000 rustproofing application. I am disappointed by the lack of expertise and customer care shown by GMC of Rochester. They have demonstrated to me that they do not value their customers’ property, time, or brand loyalty. I strongly advise anyone considering their sales and service departments to look elsewhere.

Al Boysen was very helpful in assisting us with the purchase of a new vehicle. He was low key which matched well with our style. No stress. He answered all our questions and was very responsive. Adam and Isaac in the finance area were very patience as we worked out some credit reporting issues. Great experience.

Purchased sierra 1500 from Penz I can say sales, service are too 10. Would purchase my next vehicle from them.

I am really not fond of extra technical requirements. I brought my 2024 Encore in to the collision for minor front end damage. Although I really liked working with Keith Hendrickson, he was super. My car was in the shop for over 3 weeks which was listed as a 4 day repair. Buick could not get a replacement bumper. But after delay they repaired the original and then found out that they needed to order more parts. In the end after I got my car we traded off for another vehicle.

My appointment was on time and the work was completed in a timely manner. Service advisor was courteous and helpful.

Everyone was welcoming, efficient, professional and personal. Very satisfied with the service to our Equinox.

This dealership is very thorough in what they do , A neat and clean job and done on time.