Service at a different dealership

MaverickZ71 · October 23, 2019

I live less than a block away from a huge GM dealer that does business in more than one state. When it came time to buy my last GM vehicle, that dealer would not get me what I wanted unless I put down a very large non-refundable deposit. My friends and coworkers all told me not to trust that dealer at all. So I bought what I wanted at a friendly, small-town dealer over 100 miles away, who was glad to get the business. No large deposit required to hold it for a week, and I got a good deal.

When it came time for warranty work back in the big town, the big dealer next door immediately said "YOU DIDN'T BUY THAT HERE!" and then they proceeded to not fix it right over 2 visits. They broke the plastic housing on my drivers' side mirror when they didn't fold the mirrors in and it hit the lift frame, they put over 45 miles on the vehicle while changing my radio station presets to Mexican radio stations, and gave it back with mud on it. When I pointed this all out to them, they lied about everything. Then they had the brass to demand that I fill out their GM survey saying they did an excellent job, as they needed the credit with GM--I did not do so. I have not been back to the big dealer, nor will I ever, based on my personal experience and reports from others I've talked to who've had horrible experiences there. The problem is, that big dealer has taken over the Buick, GMC and Cadillac dealers here, so they are the only GM dealer around.

To this day, I drive 110 miles one way to have that small town GM dealer, the one where I bought the vehicle, service the vehicle. [I do my own easy stuff--fluid and filter changes, lube jobs, etc., and use the dealer if it's warranty work, complex work or something I don't have the special tools for, or if I don't have time to do it myself.] They greet me on a first-name basis, and are glad to get the business. They've even given me free GM calendars before.

Like they say, your mileage may vary. Good luck.

Edited October 23, 2019 by MaverickZ71

mfbearded · October 24, 2019

I bought and serviced my 2015 at the same dealer...when i got my 2019 in September of last year the issue was availability. the dealer i was familiar with didn't have any, couldn't even give an estimate, never mind an all black LT trial-boss. I ended up going to another dealer since they got one in...in fact at the time i got my truck it was like 1 of 2 black LT trial bosses in CT or new england. deal worked out i got my truck. I went back to the dealer i was using before and actually asked if they minded if i continued to come there for service since they were always good to me. they said absolutely and appreciated the desire to continue the business. In the year ive had my truck and times ive been there ive seen no shortcoming or deviation in the service that ive come to know. I think at he end of the day theres more to it than if you bought your truck there or not. I had a good thing going...they know me, i know them.

Z45 · October 24, 2019

I been treated worse by the selling dealer than any other dealer I went to. Most don't care where you bought it, they got more important things to worry about like getting a bad customer service rating. I have found the selling dealer will often try to take advantage of you good nature to bilk you for services that are premature, they figure you own them that.

Indy Mike · October 24, 2019

There are good New Vehicle dealers and the not so good who run the show like they did their back-alley used trash lot.

If they don't care about you on the sale, they won't care about you or your ride when it comes to service or warranty work.

The attitude starts at the top and works its way down.

I found out the hard way.

Good luck,

Indy Mike

Libertas · October 24, 2019

18 hours ago, oldmann said:

Servicing a vehicle for another dealer is frowned upon by the service managers. They have enough trouble keeping their own customers happy because they are so busy!! Buy at your servicing dealer if you can. I am sure they could work out a swap.

I have to disagree with you on this one. When I worked at a dealership as assistant service manager, we could care less where you bought the vehicle. Service revenue is service revenue. Period. We were judged on weekly labor hours billed. The only time it ever made a difference was with loaner vehicles. The sales manager would have his "regulars" that would get priority, but if they weren't booked out, then it wasn't a problem. Same token, the techs could give a shit less where you bought it. They are making their money wrenching on shit.

HONDABBQ · October 25, 2019

Well after multiple conversations back and forth I got the truck for 21K cad under msrp. I dont have to worry about taking it to another dealership.

truck_newbie · October 25, 2019

On 10/24/2019 at 4:25 AM, Libertas said:

I have to disagree with you on this one. When I worked at a dealership as assistant service manager, we could care less where you bought the vehicle. Service revenue is service revenue. Period. We were judged on weekly labor hours billed. The only time it ever made a difference was with loaner vehicles. The sales manager would have his "regulars" that would get priority, but if they weren't booked out, then it wasn't a problem. Same token, the techs could give a shit less where you bought it. They are making their money wrenching on shit.

Your explanation makes sense but my own personal experience is in-line with a few others here. I bought my Cadillac CTS out of city so my only option was to take it to other dealers. And take it i did, that CTS was troublesome. I took it to 3 dealerships in total, multiple visits, never once was i asked if i purchased my CTS from that dealership.

My GMC has been a different story. I have taken it to service twice so far (one at purchased dealer, one at another dealer) and on both occasions, i was asked if i purchased my vehicle from there. My purchased dealer definitely treated me nicely and was very sympathetic to all my issues. The other dealer couldn't care less and wanted my truck out of there using bullshit excuses. I only went to the other dealer because it's closer to my work.

I know this is anecdotal but this has been my experience so far. Maybe Cadillac is different. Wish there was a Sewell GMC close to me.

mfbearded · October 27, 2019

The other reason i went to my previous dealer for service is the day after i took delivery i had flat tire...called my purchasing dealer and was told the service department was closing soon...call back monday...this happened on a saturday. Drove to the other dealer ive been using and explained what happened, they said they truck was so new they dont have the lift mounts or potentially any parts but they would jack it up with a floor jack and see what they could do. turned out to a bad valve stem and was outta there fixed in 20 min...no charge. second issue i had at my purchasing dealer...was there about a week after i got my truck...sales manager, who i worked with to purchase my truck, walked by me 3 or 4 times...never once said a word too me...not a hello, hows the truck, etc. shitty feeling. havent been back since...infact went as far as to take the sticker and plate frame off my truck that advertises that dealer.