Suss Buick GMC

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Opinions

• James Unger

  Aug, 29 2018
  ★ ★ ★ ★ ★
  Where to begin. I originally took my 2013 Yukon Denali there to have it serviced before driving across the country for a family reunion. I noticed one headlight was dimmer than the other, and one parking light dimmer than the other in reverse configuration. The horn was noticeably weaker, like the deeper notes were failing, then the lane assist function started going crazy. I knew it was going to be an electrical issue, and i knew it was going to be hard to diagnose, and expensive to fix. I also needed an oil change and a new key fob.
  To make a long story short, service made a number of mistakes, kept my vehicle too long, spotty communication, promises made not kept, and some things just plain didn't get done. I had resigned myself to never taking my vehicle there again. While driving across the country, a customer service rep called to ask me about my experience with Suss. I was grateful she did. I had plenty of windshield time so I told her the whole story. There was a long pause, followed by, "I'm so sorry Mr. Unger." The truth is, I intended to write a review because I wanted to warn unsuspecting customers. I waited because I believe remedy is ALWAYS more important than the mistake. I wanted to see if they would take responsibility and make it right. Did they ever!
  Jennifer in service called me 15 minutes after the customer service rep and the first words out of her mouth were, I am so sorry you had a bad experience with us, please give me the opportunity to make it up to you. I was immediately disarmed, and glad I hadn't written that initial warning review.
  It would be a few weeks before I could give up my vehicle and I wasn't even sure they remembered me. She remembered, and answered the call with the best customer service experience I've have ever had. They took care of everything for me, even providing me with a vehicle while mine was being serviced. Jennifer communicated with me almost every day and even worked with my warranty company to get everything covered. No more driving the broken down looking Denali. For some reason everything electrical feels like it works better! I can't say enough good about Jennifer and the service techs at Suss Buick/GMC. They made mistakes, they owned it, made no excuses, and turned around a tough situation. They've also gained a customer for life. Let's face it, none of us is perfect; but to turn a tough situation we've created into a win for all sides by taking responsibility and putting in the work is exceptional. Highly recommend Suss. Solid people there.

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