Complaint Review: Wilkins Buick GMC Glenn Burnie MD - Glenn Burnie Maryland

 I am writing this because I feel those shopping for new or used cars assume that a service department of a Dealership will provide you with quality service and professional atmosphere.  Be advised that this dealer is incapable of either, and below is my experience.

First I purchased the car from them and was very happy with the overall exeprience.  This is the thrid car in as many years from this dealer.  My first experinece with them was in regard to a leak in the door of my 2013 LaCrosse,   I made an apointment, told the sevice writer of my need and thought all was in order.  I arrived on the Saturday of the apointment only to be told that the tech that performs this service is only available on A given day and this was not it.  So I made another apointment, thinking ok, perhaps there was a communiction break down this time.  I also met with the manger of the dealership and noted my displeasure at these circumstances.  He assured me this was a one off situation and I would not have this occur again.

I retuned for the second apointment and this time they performed the repair, well so I thought.  After leaving with the vehicle I took it to a local car wash for a quick interior clean and exterior rinse.  Imagine my surprise when I was told by the car wash that the car had leaked and they had to wipe up the interior.  The leak was in the same place as before.  Of course I immediately contacted them and set another apointment.  I also reminded them of the Maryland Lemon law and noted that this was stike two of three!

I returned again, on the prescribed day and after receiving the car again, I did the car was thing.  This time they got it right and no leaks.  It would be great if this was the end of the story but we are just beginning.

As part of my purchase I wanted them to perform the routine maintenance on the vehicle and purchased a package where this would be done as well as minor dent and scratch removal.  I again made an apointment with the service department and agian arrived on the appointed day and time only to be informed again, that this was the wrong day and I had to come back on fridays.  Again I am miffed as I had made the apointement, confirmed the details and arrived at the given time and date.  I again noted my displeasure to John the manager and left to address this on another time.

Since then I was notified that the OnStar in my vehicle, had notified the dealer that I was due for a tire rotation.  I like this feature as it makes maintenance idiot proof.  I contacted Wilkins made an apointement, was called by the service department to confirm the apointement and arrived at the time and date prescribed.  I was then informed that the vehicle was not due for the rotation as the last one was at 10K miles.  Well first I knew this was incorrect as I did the last rotation at about 7K miles and pointed this out to the tech.  He informed me that his records showed 10k miles and as this was not part of the routine maintenance I would have to pay for the service.  I again noted that this was rediculous and I would not pay for service that was part of my contract and due!  Again I went thrugh the process of noting my extreme displeasure and again this is not the end of my experiences.

As I noted earlier, I have bought three cars from this dealer, we like the new Buicks.  The second car a Buick Enclave began having problems with the AC.  An apointment was made and we arrived for the service.  The car was serviced and returned and we left.  After a day with the car we again noticed the AC was not working properly and again made an apointment.  We arrived and were informed by the service tech that the Saturday team was not the regular team and they would take the vehicle back again and fix it correctly.  Good news, is we did get the car fixed, finally, bad news is this dealer has no inkling of customer service or managment.

In the end we have decided, that our time is valuable and we do not wish to keep wasting it with mismanged service department.  We have decided that we will seek service elsewhere, this after paying for a full sevice plan.  In the end I would and will not recommend a purchase from this dealer if you want service here!