Meet Joahan Cruz

Customer service I received was straight trash. I took my 2023 Buick Encore into service in May for the engine light being on. I was told that day, the water pump needs to be replaced but it was out of stock. Matt, my service advisor stated he would keep me updated and relayed to me that I would still be able to drive my car while I wait for the part. Even though, knowing there was an alert message of 'over heating engine.' He knew I was worried; told him I have kids. Still, I was advised that this car was able to be driven. Here we are a month later, with no updates from Matt regarding this part. No courtesy call to let me know this part was actually on back order. I was told by Liz. (who was very helpful through this whole ordeal). My car had now stopped while I was driving down Cermak, in traffic with my kids because of this overheating issue. Spoke with Liz twice regarding my concerns and pleading to when I can get my car fixed. David Evariz, service manager, was supposed to return my call, twice. The first day, I was told he was too busy, the second day, they had Matt call me. David - as a manager, should be more empathic to customers concerns and give a courtesy call. He is showing no accountability nor emotional intelligence. I also did not receive an apology from Matt. He shown to not care when I came in on my break, to finally get a rental for this issue. Again, service here at this location is sad. Hopefully, if my warranty allows it, I will be taking all my service needs elsewhere.

They lack communication. Bought a Denali from here about 2 months ago the sales rep was nice the car is trash for the amount of money it costs it's falling apart. There's lots of things wrong on the inside , like it was made in a hurry. Took it to order a part a week after I bought it and it took like a month and half to get it . While driving it those few weeks we noticed the car wasn't even align correctly, back plate of driver wheel was broken, speakers out of place I even push myself one in because they are not installed correctly. Carpet is not tucked in .. etc so many other small things . While taking it in to get the alignment fixed, someone that drove the car in the service area hit the truck. The service guy told me they would take care of it that I needed to leave the truck and they needed to replace bumper and light meanwhile manager at service when I tried to speak to him didn't bother to apologize , or make us feel at ease instead he claimed my car wouldn't depreciate when in fact it does . Didn't look at me in the face and took this disruption serious instead kept on typing away and looking at his paperwork . My husband told him can u take down my number to send message to general manager and the man couldn't even find a paper to write it down . He acted like it wasn't a big deal what had happen. I'm very dissatisfied with the whole car and dealership in the way they are handling this . So far no one not the general Magee has contacted us I have called and they tell me his busy, we have emailed and nothing my husband has called and they tell him oh he just got in they are avoiding us. We deserve better this is not the right way to handle this . Do not buy from this dealer