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Latest Alaska GMC Dealer ReviewsOn 12/21/2013 9:45:29 AM Abrainer2003 wrote:
The following is regarding an interaction with Lithia GMC in Fairbanks, Alaska. To get the background on this situation, please contact Lithia corporate in Medford, Oregon. Thank you.
I already have documented my interactions with your agency. This evening, however, took the cake. I asked for meeting with Mr. Shanklin, the General Manager. He was obviously already angry with me when we entered his office and directed his vision and comments only toward my husband. It was only when I interrupted that he responded to me, upset that I was "staring daggers" at him. Was I? You bet! This was the FIFTH time I have taken my car in FOR THE SAME PROBLEM. I have lost use of my vehicle for 5-6 weeks THIS YEAR and, on top of that -- the last time I took the car in I was told that my auto-start (an after-market that already was on the vehicle when I purchased both the vehicle and the warranty) was the cause of all of the problems so your technicians removed it. When asked what he was going to do about this, Mr. Shanklin initially responded that the dealership already had "taken care of" the alignment and some others things, "so what more do [I] want?" I was told three times that what I said was "not true." Of course, when confronted with calling me a "liar" he became sarcastic and stated he "hadn't said that." Mr. Shanklin went on to state that he "knew for a fact -- because the Warranty Clerk had witnessed it" that I had used "excessive profanity" during a conversation with Mr. Kramer earlier this week. Admittedly during that conversation I absolutely lost my temper and raised my voice however NOT ONCE -- NOT ONCE did I use profanity. In fact, when I confronted Mr. Kramer (after leaving Mr. Shanklin's office)about his accusation that I used profanity he, himself, admitted he had not said that, only that I am "not a nice person." When I told him that I "respond in-kind", he said he was "done" and walked away. I asked to speak with the supposed "Warranty Clerk" and was told it was the young man, David Bolt, with whom we had been working. He stated he "had no knowledge of" the supposed "excessive profanity" conversation I had had with Mr. Kramer.
I have NEVER, in my entire LIFE, been so insulted, offended and so profoundly disgusted. Your staff has NO sense of what "customer service" is. Did Mr. Shanklin offer to replace the auto-start? Yes. That should have been a non-issue. What did I REALLY want? I wanted an apology from Mr. Kramer. Plain and simple. I wanted an apology for being told I had no right to be so angry when, in fact, I had every right to be angry. An apology from Mr. Kramer for telling me that if I "don't want to deal with Lithia, then go somewhere else." An apology from Mr. Kramer for not even trying to understand my frustration with losing an auto-start in a place where the temperature sinks to 50-Below. Instead, I not only was inferred to be a liar I was inferred to be a bitch.
I will now sell a car I love simply so that I never have to deal with Fairbanks Lithia GMC again. What a shame!
P.S. I left the dealership because I was so upset. My husband just got home with the car. The "free" alignment they gave us? The car now lists 30-degrees to the left. My husband tried to call the dealership but it was closed. I'm sure tomorrow we again will be told we are "not telling the truth." On 9/7/2013 6:37:34 PM kristinaclemente9 wrote:
My husband and I took our 2005 Chevy Suburban to be serviced and diagnosed. We knew we had a check engine light on and a few other obvious small things wrong, like the speedometer sticking and an oil leak. We dropped the vehicle off at 9 am and didn't hear back until we called the dealership around 6 pm. They told us they were ready for us to come look at the quote. We got there and the quote for the few things that we had wrong exceeded the value of our vehicle. They had added in things that we didn't ask them to do and overpriced everything until our repair bill was over $5000. Of course we were unable and unwilling to put that kind of money into the vehicle. Then they tried to talk us into going out on the lot to look at a new vehicle (which we suspected was their motivation the whole time) but we weren't interested. The check engine light was something that we were interested in getting fixed and they said it was an O2 censor that was out and that it would cost about $800. We said we would think about it and we left. We went home and did our research and went to our local auto store and were able to fix the O2 sensor ourselves in a half hour for $53. I have no idea how a $53 part becomes $800 even with the overpriced amount that labor costs. Even though we have been burned in the past by Chevy dealerships we thought we would give them a shot and get quality work and instead we got a shady experience and were left with the feeling that this dealership feels that since they are the only local Chevy dealership that we are stuck going to them but I can guarantee that they will not have my business and I will be more than happy to spread the word that they are underhanded and overpriced.