Posted by Jenn W
I am writing to express my deep dissatisfaction with the way GMC has handled the recent incident involving my 2021 Yukon XL. As a loyal customer and owner of multiple GMC vehicles, I am highly disappointed with the lack of empathy, ineffective solutions, and unprofessional behavior exhibited by the representatives at Rice Buick in Knoxville and the policy and procedures of GMC customer service issues.
On September 21, 2023, at around 9 am, my 2021 Yukon XL abruptly stopped functioning while I was driving, leaving me stranded in the middle of the road. This incident occurred despite the vehicle having only 23,800 miles on it. The fact that my vehicle suddenly died and couldn't be put into forced neutral due to its button-operated system created a hazardous and stressful situation for me.
When I contacted a dealer for assistance on how to safely move the vehicle out of the road, I was shocked and appalled by the proposed solution by Tim, the service tech at a dealer in Marietta, GA. The dealership suggested pouring Dawn dish detergent on the tires and dragging my 90K vehicle onto a flatbed tow truck. This suggestion was not only impractical but also disrespectful to the value and quality of my vehicle. As a customer, I expected a more professional and suitable solution to the problem.
After a painstaking wait of 36 hours, my vehicle was finally picked up and taken to Rice Buick in Knoxville. I was informed that the fuel pump was broken and that there was no estimated timeline for when it could be repaired due to the part being on backorder. Moreover, I was shocked to find out that I had to request a loaner vehicle as it was not offered to me initially. This lack of consideration for my inconvenience only added to my frustration.
Furthermore, the process of obtaining a loaner vehicle has been nothing short of a nightmare. When I called to confirm the arrangements, I was informed that I was only entitled to a loaner vehicle worth $38 per day, which I found to be completely inadequate. I expressed my dissatisfaction to Mark, the manager, who not only displayed a complete lack of customer service skills but was also confrontational and dismissive.
I escalated my concerns to your customer service department and spoke with Pam, who was delightful and willing to assist. However, the response time and lack of urgency in resolving this matter is concerning.
Despite Pam's assistance, I was dismayed to learn that opening a ticket for my complaint would potentially take up to 72 hours for a response from the manager, Mark. Considering that I am currently without a vehicle and have taken time off work to handle this situation, waiting for days to receive a resolution is simply unacceptable. We all know Mark said he was not willing to do anything more than the $38 a day so why are we wasting time?
To make matters worse, I later discovered that I was speaking to the Canadian representative instead of the appropriate department. It is extremely frustrating that this error was not clarified by Pam during our conversation. However, Diana, the representative I spoke with afterwards, was professional and understanding. She escalated my complaint to her supervisor, who, I was informed, would respond within 24-48 hours. Again, this timeline is simply unacceptable given the circumstances.
I want to emphasize that as a loyal GMC customer, I have taken the necessary precautions by purchasing various warranty packages to the tune of over $8,000, including the Prepaid Maintenance warranty, Total Loss Protection, Mechanical Failure Service Contract, Protection Membership Plan, and Paint and Defense Warranty. It is disheartening to be met with resistance when requesting a fair loaner vehicle, considering that my vehicle is still under warranty and the issue was not caused by any fault of my own.
I firmly believe that GMC has a responsibility to provide appropriate customer service and support during situations like mine, where a major component of my vehicle has failed and a necessary part is on backorder. I should not be burdened with the consequences of GMC's design flaw and the resulting inconvenience and financial strain.
Therefore, I urge GMC to take immediate action to rectify this situation. It is essential that I am provided with a comparable loaner vehicle without any additional cost, in accordance with the level of my vehicle and the warranty coverage I have invested in. This is a reasonable expectation, and it is the responsibility of GMC to fulfill their commitment to customer satisfaction.
Moreover, I strongly request that GMC reevaluate and improve their customer service procedures. The lack of communication, dismissive attitude, and excessive response times exhibited by Rice Buick in Knoxville and the ridiculous procedures by GMC, demonstrate a disregard for customer satisfaction and they do not uphold the high standards associated with the GMC brand. GMC must hold its dealerships accountable for providing exceptional service and resolving customer issues promptly and efficiently.
I trust that GMC will take swift action to address my concerns and provide a satisfactory resolution. As a loyal customer, I deserve prompt and appropriate assistance to rectify the unfortunate situation I have experienced. I sincerely hope that this incident will serve as an opportunity for GMC to review and enhance their customer service protocols, ensuring that no other customer has to endure the frustration and inconvenience that I have faced.
I kindly request a timely response to this complaint, addressing my concerns and providing a satisfactory resolution. I expect GMC to honor its commitment to customer satisfaction and take the necessary steps to rectify the issues I have outlined. Additionally, I anticipate a comprehensive review of the dealership's customer service practices to prevent similar incidents from occurring in the future.
I value the GMC brand and have been a loyal customer for years. I sincerely hope that GMC will restore my faith in its commitment to exceptional customer service. I look forward to a prompt resolution to this matter.
Thank you for your attention to this letter of complaint. As a concerned and dissatisfied customer, I am committed to pursuing resolution for the issues I have outlined. I will make use of available channels, such as sharing my experiences on social media platforms and filing complaints with relevant consumer advocacy organizations, to ensure that my concerns are heard. I trust that GMC will take decisive action to address my grievances and work towards a satisfactory resolution.