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October 2021 by Jo V.
We were heading home to MT from AZ vacation and had some issues with our vehicle. Not only did the service desk squeeze us in, they had us back on the road later that afternoon. Claire Coulter did an amazing job coordinating and communicating the issues and resolution. Thanks to all the staff as you provided the service customers hope to experience!
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June 2021 by Jamie H.
Pulled into town after driving 425 miles on a Friday afternoon and my driver information center was indicating DEF fluid low on my duramax even though I knew it was full. I knew it would send me into limp mode when I got back on the road Sunday morning. Called a few shops and nobody could fit me in and I almost gave up before calling this dealership and Scott in the service department told me to bring it in and they would see what they could do before closing for the weekend. Not only did they step up and get me in because they knew I was leaving before Monday to get back home, they diagnosed the problem, fixed it and had me out of there in one hour Even though they were busy. I can't express how much I appreciate them stepping up and helping me out. Very professional, great attitude and I would recommend them to anybody. Thanks again
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April 2021 by Deborah C.
Great customer service! Went above and beyond to get me my car, made it easy and convenient
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August 2020 by Cort J.
Saved me $2000. About a year ago I was having a crunching sound in the left front in a GMC Savana on dirt roads. I took it to an independent suspension place in town. The guy quoted me $1000 for the upper suspension but said the whole things was going - I really should replace the lower as well - $2000. I brought it into Flagstaff Buick GMC for another look. The mechanic could find nothing wrong! Everything was tight! The bushings were all good, etc. Still I wasn't sure. I was still having this rather loud creaking noise. Then I noticed that it went away when I drove through some puddles. I washed the front end thoroughly and it got better. Over time it's completely disappeared. 20K miles later, after bashing it around on lots of dirt roads - no noise at all. Very glad I went to Flagstaff Buick GMC for this one :)
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July 2020 by Marie O.
This is one of the worst dealerships and service departments I've ever been to. I should have read the other reviews before making an appointment to have some minor repairs done on our vehicle. The dealership here can never get parts in a timely fashion they never have anything on hand to fix your problems and they overcharge you to diagnose something that they cannot fix. The customer service representatives are always rude and act like they are doing you a favor. Please go to any other dealership or garage to get your vehicles worked on they will overcharge you and 90% of the time they don't even fix the problem, you'll have to bring your vehicle back several times to get it right.There is also zero accountability as when you call to express your concerns to a manager there is never one available. We have had several issues with the service department here and wish we had never purchased a GMC Yukon Denali
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June 2020 by Jay P.
My fuel pump went out on my 2016 Regal on a drive from Oklahoma City to Los Angeles. Fortunately i broke down in Flagstaff near a Buick dealership. Scott at the service desk was helpful from day one & continues to go above & beyond while my car is being serviced. I've never met a more helpful person & it will probably be a long time before i meet another. I wish i lived closer so i could leave my car in Scott's hands whenever it had a problem. If your in the area don't take your car anywhere else go see Scott at Flagstaff Buick. 10 STARS!!!
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February 2020 by Judy M.
A transmission harness was incorrectly installed by Flagstaff GMC on my 2009 Sierria GMC which resulted in additional diagnoses and repair performed by Terry Marxen Chevrolet this past summer. Additional cost of initial defective installation by Flagstaff GMC was $789 including rental car during repair period. I approached Flagstaff GMC general manager and got promises and excuses via one-on-one, telephone, and text. This has been ongoing for 5 months. They don't respond unless caught unexpectedly via phone or text. General Manager's mail box is permanently full. Verbal and texted promised responses are not fulfilled. They ignore any request for response. They ignored BBB requests for attention. Why would you consider doing business with a company like this?
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January 2020 by Brandon J.
I called the body shop to see about getting my car fixed there. The gentleman I spoke with told me to bring it in and they will get started. I live on the opposite side of town from them, but went there anyway. When I got there, he asked to see my insurance repair estimate. After he looked at it, he said they could get me in two weeks later. I said you told me you could get it in and his response was he thought they would need to order parts. I let him know he wasted my time and left. That is poor customer care and I will not contact them in the future.
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November 2019 by Shandiin C.
Traded in my old vehicle for a new one, was told they were going pay it off which they never did and now my old finance company is calling me asking me to make a payment on the old vehicle which I don't have anymore and to top it off my credit is ruined, and they never returned any of my phone calls or they refuse to see me! Never doing business with them again!
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October 2019 by Dave B
We drive a GMC Acadia. On a road trip from Seattle WA to Flagstaff AZ in early September, our left turn signal quit working. Since National Law requires that all vehicles have operational signals we immediately looked for a GMC Dealer for help. We have been loyal customers of GMC for many, many years. We have always gone to dealers for check-ups and repairs when needed. Over the years we have built a trust that we took with us on road trips across the country, from Seattle to Maine and back. So, naturally, in Flagstaff we chose to trust the FLAGSTAFF BUICK GMC Dealership for this minor repair. Unfortunately, our experience at the FLAGSTAFF BUICK GMC Dealer has broken that trust and left us with bad memories of our trip to the Flagstaff Area. OUR ISSUE: From the time we first entered the maintenance area at FLAGSTAFF BUICK GMC Dealership we were treated very poorly. The 1st day they looked at the car for 2 hours and finally said the bulb was burned out and they had to order one from Phoenix. The Charges were $145.41 ‘for inspection’. They said the charges for replacing the bulb would not be ‘very much’. The next day, because they had no one to work on the car until after lunch, we left the car with them all day so that we could do some site-seeing with friends (who changed their plans to help us out as we had no car). We picked our car up late and were handed an additional bill for $268.86. They said they found a problem with the fuses, thus the additional charges. This included a $27 charge for one bulb and $5.58 for one fuse. The total bill was $414.27. The signal worked until we were an hour out of Flagstaff, then quit again. It was the weekend. On Monday morning we made a 3rd trip to FLAGSTAFF BUICK GMC Dealership. I asked for our money back as the signal was not fixed and needed it fixes as we were leaving the next day. They were NOT willing to consider that, so we gave them 1 hour to fix it or we would take other measures. Shortly after our threat, a mechanic appeared, opened the passenger door of our car. He reached in and (we found out later) changed the fuse, said it was fixed and went for a test drive with us to be certain. That effort took 15 minutes. The signal was working. The signal worked until we got back to Seattle, then once again, it quit. I looked under the rear bumper by the tail-light and discovered that the wiring harness on the trailer hitch had a bare spot on the wire where it was resting on the exhaust pipes. It was clearly visible and easily fixed. I am not a mechanic. It is hard to imagine that after hours of analysis these ‘professionals’ were not able to recognize the cause of the turn signal failure. We drove to AZ to see the Grand Canyon and to visit many sites in the area. It is always disheartening to have any kind of car trouble away from home. However, to walk into a dealership to have a turn signal fixed and to be treated like we were an interruption to their work by an arrogant man who either did not know what he was talking about or thought we would not know the difference, and to be greatly overcharged for a 15 minute fix is a definite BREECH of TRUST. The Service Advisor's and Service Manager's lack of customer care reaches much further than the dealership that signs their paychecks. It leaves a mark on all GMC facilities. Further, Flagstaff treatment of tourists was put into question. Feeling we should share our story with unsuspecting future clients, we turned to the Flagstaff Buick GMC website. There we found similar complaints about their maintenance department dating back to 2015, specifically the ‘rude’ treatment and inflated charges. It appears that Flagstaff Buick GMC does not care about their reputation in the Flagstaff area nor the GMC name. To me it appears that their Service Area sees an out of State License plate and sees Dollar signs. We only wish we had looked at the reviews before trusting their Service Department to touch our vehicle. This behavior is additionally a blight on Flagstaff for tourists as well. We sent letters to
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October 2019 by E J.
Oh I was sent an email to rate Flagstaff Buick. after I let them know of my experience which was terrible -"here's the kicker", they sent me a response saying they were very sorry and they wanted to here from me so they could talk about my terrible service, so when I tried to reply to them so someone could call me. "GUESS WHAT" they had a no reply on their email !! Ha! I couldn't reply to them to get a real live person!! or phone number.!
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August 2019 by Wes C.
I'm surprised at how half a** my experience was here. I paid over $1,000 for a light and switch. Not even what I wanted fixed in the first place. I dropped my truck off on the 17th of August didn't hear a word for 3 days until I came in to check on everything. I was told it'll take 6 hours to get fixed. I was only told there was a $125.00 diagnosis fee. Was never told it was $125.00 an hour and never gave them permission to go ahead with what they were doing. I was told what I signed was so they have permission to do I full vehicle inspection. Not to go ahead and conduct work without telling me how much it would be in the first place. I didn't hear a word until today the 29th. Almost 2 weeks since I dropped off my truck. I even missed a call from Scott and tried calling him back only to be sent to his voicemail right away the same day. I felt like I was a burden and they just half assed their work. I even said in the electrical description that my 3rd brake light won't come on, my cargo bed light sometimes comes on, and both my blinkers go between blinking fast and slow at the same time. And those aren't even fixed at all. I just got a dome light and a switch for $1000 and waited two weeks with no update or call about work being done on it. I've worked in customer service my whole life and I understand what great outstanding customer service is and how important it is to make customers leave with a smile on their face. Ive never had such an appalling experience with a business before. I would at least like what I asked for to be fixed free of charge or some money back. Completely ridiculous don't recommend this place to anyone.
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August 2019 by Timi B.
This dealership has gone above and beyond for my husband and I. We absolutely love our new vehicles and are completely satisfied with not only one but two purchases here. To make a long story very short the people here helped us in a very difficult situation with Planet Dodge/Jeep and I can not thank them enough. Its been a pleasure dealing with all of you... you have exceeded our expectations! Thank you!
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June 2019 by PJ M.
I have had more than one instance where I was given a time frame when my work would be completed only to be given the runarounds being told different things by different employees, there was no excuse. They were unorganized when explaining as to why my vehicle was not yet worked on when it was supposed to be finished and tried to point fingers at different techs, yet it was clearly the management who made the mistake. They should have just been honest instead of trying to lie about it. Ironically at other shops in town I spoke with more than one recent former employee of this service department who shared some horror stories regarding how the service manager would treat their technicians. Turns out they have a very high turnover rate. Will not be going back to this shop for service.
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June 2019 by Robert N.
Pleased! DIC signals' service trailer brake system' and of course warranty just ended! So having a chevy went to that dealership, logical right? Sorry sir cant do anything for two days, we're slammed, hmmm I'm thinking. She hesitantly told me of another place, clear across town! yea right, 3 miles! Now for the good: got me in, diagnosed the problem, fixed it all in 31/2 hrs. Kudos to Doug and the service department!!
