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November 2023 by Nicole A.
Horrible customer service. I waited in lobby for more than 15 minutes without anyone asking if I needed assistance. This is disappointing when I drove this far to test drive a vehicle. I will be going elsewhere. Do not go to this place to buy a car.
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October 2023 by Richard O.
Be wiser buy somewhere else. Worst buying experience ever. Long story short, needed a car and quick. Found a new 2023 Traverse at the West Bend location, near home, great. Bought from the West Allis location a long time ago and had a good experience. I didn't need a test drive, unfroze my credit, negotiated a deal said I'd be there at 5 to sign on the line, this was late morning. I get there, nothings done. Salesperson had no idea since the internet person I was dealing with didn't forward the info. Kept giving me a different number than what we had agreed on in emails so I had to show him that. He had to go talk to the manager a few times. Anyhow, I hand over a down payment of 12,500 in the form of a check. Only to find out car can't be delivered tonight and paperwork couldn't be processed. Next morning I find out there's better finance deals in lieu of rebate so i emailed again. She kept screwing up the numbers, sending me generic information that didn't apply to me etc. After probably a dozen emails just trying to get the number I was financing I was so frustrated I said screw it I'm going elsewhere and that I would be in to collect my check. She then announces check had been cashed and it would take days to clear and get a refund. I go to my bank online, check had indeed been cashed so I couldn't even stop payment. So I had no car, they had me and my 12,500 hostage for a car I hadn't even signed on the line for. I had no choice but to buy it. I'm now in a car I should be enjoying but all I think about how poorly this whole ordeal went and I was stuck purchasing something I no longer wanted. Heiser West Bend should be avoided at all costs!!! At least it's a nice looking car. Hopefully soon I'll be able to get over the sour experience this dealership had me go through.
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May 2023 by John S.
I had some work done on my van including a front end alignment and four new tires in November 2022. In May 2023 one of my tires showed a bulge near the rim with less than 5,000 miles on it. I made a call to have it replaced and before I got off the phone , the service writer told me it was my fault and I must've hit a pothole. They said I was 100% responsible for the new tire. Once the tire was removed from the rim, it was evident that the tire had been slashed under the bead, probably by the mounting machine when it was installed. The service manager told me that could've been from hitting a pothole. Really? I took pictures And showed them to Continental tire and they agreed that it most likely happened during installation. At this point The dealer offered to pay half. I told them I wouldn't accept half and I was coming to get the tire because it was evidence of what happened. A short time later they agreed to pay the full amount to replace the tire. This is why I give them two stars. However I shouldn't have had to fight for this. People make mistakes and I understand accidents happen, but when it does you, need to own up to it. This was very troubling. The trust is gone. i'm just very grateful the tire didn't blow up and cause me to crash.
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December 2022 by Christin S.
I was in the market for a new vehicle and as a previous Cadillac owner thought I'd look here. Walked in... two men to the right sitting at their desks talking to each other, didn't even look at us. Cesar comes from the back to meet us after no one else even spoke to us. Red Flag. There was a beautiful XT5 I liked, it was affordable less that $35,000 and good condition. Cesar was so close to closing the deal until..... We were using USAA for our financing and we wanted to make sure they were familiar. First they said we could take the vehicle.. ugh wrong. Cesar goes and gets some guy, Jim, Brian, I don't recall his name. We will call him Richard. Richard walks over, massive attitude, arguing with me over financing. My husband is outside looking at this vehicle mind you, and this guy is literally bullying me about how my financing paperwork was delivered to me. I calmly walk outside, get in my car, tell my husband what just happened. He walks in, takes back our financing paperwork and tells Cesar that Richard being a Richard just cost his a sale. He tried to talk about it and safe the deal, too little too late. Went to Lexus a week later, spent $50k, dealt with much better people, and got a beautiful car. Their loss. Certainly wasn't mine.
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April 2021 by Debra S.
Everything was going fine till we got very irritated by Bryan Shultz the finance guy that tried to get us to do a GM loan even though we told him we already had our financing from our credit union that we used for over 30+ years getting car and truck loans. He was rude, and then in ten to fifteen minutes later he was ruder because he couldn't talk us into a GM loan. We even talked about walking out. He shouldn't be dealing with anyone older than a millennial. In our book this guy shouldn't be dealing with the public in any way shape or form. Also when we went to do the paper work, the gentleman knew that we weren't going to buy anything extra. We asked how did he know. He said Bryan told him that we weren't going to buy anything extra. He made us sound like we were cheap. In fact we were going to buy the paint less dent remover and a couple of other warranties, but after that we chose not to buy anything. Also we told Cesar that we did not want the ON star but he said he had to hook it up. But that's not true, the last Chevy we bought new we asked them not to hook it up but when they did turn it on we were in the vehicle right there to turn it off immediately. That's what Cesar should have done. It took us a phone call and 25 minutes to get it unhooked. That was irritating because he said he has to put it on but he could take it off when we got there but then when we got there we would have to turn it off - so that was a lie. Now that we are back in Wisconsin, we are going to notify GM about this dealership experience and anyone else we can let know about it.
