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Don Wheaton Chevrolet GMC Buick Cadillac Ltd. - Service Centre

4.1

20 Lifetime Service Reviews

10727 - 82 Avenue NW, Edmonton, Alberta T6E 2B1

20 Reviews of Don Wheaton Chevrolet GMC Buick Cadillac Ltd. - Service Centre

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August 14, 2017

"Why does an oil change turn into a $8000 quote"

- alexp

I understand dealerships need to make money but why does it have to feel so underhanded. I go in for an oil change and check the brakes. I end up spending $1,000 and they did not do my brakes. Rather I get a laundry list of items to the tune of around $8,000. I told them I would just come pick up the vehicle as is and I still got a $1,000 bill for a bunch of service and inspection work that I imagine I did not need. Then, because I was visibly upset, they offer to do my brakes with no labor charge as long as I pay for parts. Good offer but why not just charge reasonable rates to begin with. I will now get my brakes fixed at another establishment for much more than was offered to me out of principle. I don't care about the money. Fortunately, I'm in a situation where I can afford the payments, but the tactics used by service departments is sickening. Be honest, charge me your best rates and don't give me a list of work that is not needed immediately. Alex

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No
Employees Worked With
Aug 29, 2017 -

Don Wheaton Chevrolet GMC Buick Cadillac Ltd. responded

Hello Alex, Thank you for your feedback and I apologize for your last experience with us. Both myself and my service advisor, John, have reached out several times and left messages. I would love the opportunity to speak with you directly and resolve this issue for you. Please contact me at 780-439-0071 at your earliest convenience. Thank you, Peter Wilson, Fixed Operations Manager.

March 16, 2016

"Trailer Brake"

- VichenZ

So when i bought the truck it didn't come with a factory installed trailer brake. I told the salesman I would like a factory trailer brake installed. After a few months of not being able to do it because it is not a very common thing for trucks that don't come with them to have them installed afterwards, David Mussell called me up and said hey listen sorry it's taken so long but I've went out and found somebody that can install them for you and for your inconvenience we're gonna front the bill. Really appreciate you guys taking care of this for me. Thank you

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Recommend Dealer
Yes
Employees Worked With
September 10, 2015

"Always with a smile "

- jluka

It's the little things that make things go from better to best! Seeing Len at the service desk makes me smile dropping off my vehicle for service. I love that it looks like he enjoys his job and chatting with his clients. I specifically book with him every time!! Thanks Len.

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Yes
Employees Worked With
August 21, 2015

"Terrible Service"

- mikepana

Dropped my vehicle off there to have a door hinge replaced (>$800) at 1 PM and was told it would be ready by 5 PM. Received a call at 3:45 saying the door was off and I would have to leave the vehicle over night. I explained that I needed a car and that it would not be possible. The service advisor (Len Crotty) became very rude and argumentative and mocked me, saying "just drive without a door" and "are you done yet?". When I asked them if they could provide me with a loaner, he said "this is all a customer problem; I'll rent you one for $40." I asked him to just put the door back on and I would return in the morning to get the work done. When I received my vehicle back, it was clear the door had not even been taken off, AND there was a chip in the paint on one of my doors. Long story short, my friend and I repaired the hinge with a couple whacks from a hammer and some grease; the new hinge I had been told I needed was entirely unnecessary. So not only was I treated poorly, but I was also almost conned into paying $800 for a replacement part that I didn't even need.

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Recommend Dealer
No
Employees Worked With
April 07, 2015

"Just keeps getting worse"

- Erin

I purchased my new 2015 escalade from this dealership for over $100,000 approx. 6 months ago. the sales process was tolerable, but certainly not what you would expect for a luxury dealership purchase. I've since taken it for service to Edmonton Motors to find a very pleasurable and accommodating service experience. Just this past week, I took it back to Wheaton out of convenience for an oil change and to change my windshield. Not only could they get neither of these correct, they also promised to wash my truck as they would have it for 12 days. All other luxury dealerships (Lexus, Infinity, Audi, BMW) do this without being asked, but we did ask Wheaton and they willing said they could absolutely do this for us. We came home to the windshield not replaced and the truck dirtier than how we left it as it was parked in a back lot for the past 2 weeks. When we arrived and expressed our extreme disappointment and gave them the opportunity to rectify the experience (we too are in a service industry and will always give a second chance) they didn't bother as much as a sorry. When we said we would take our business elsewhere, they said "ok, that is your choice'. This has been at least my 10th chance with the Wheaton service department (as I also purchased my previous 2 vehicles there) and things continue to go from bad to worse. I'm not sure they are interested in any customers, never mind repeat business.

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Recommend Dealer
No
Employees Worked With
Shelby
Apr 22, 2015 -

Don Wheaton Chevrolet GMC Buick Cadillac Ltd. responded

Hi Erin, On behalf of our store, I am very sorry that you have found our service experience disappointing. I understand that at check in, you told our staff that we had quoted approximately $400 for the replacement of a windshield on a 2015 Cadillac Escalade. We indicated that were immediately concerned, as that price typically doesn't reflect the cost of a windshield in a luxury ($100,000) vehicle. We immediately contacted our supplier, Crystal Glass, and through their help and our own participation, we managed to reduce the actual retail cost to you to approximately $600. We had the quote within 15 minutes of your Cadillac being dropped off, and several attempts were made to contact you at that time and messages were left that were not returned. It is our policy to not arbitrarily do with repairs without full customer consent. Expensive surprises only create resentment and ill will. I also understand that you did contact the selling salesman at a later time, but would still not respond to our service representative. We responded as effectively as possible to a situation that we didn't create. We created no expense for you as the customer, tried to engage in an informative dialogue, and tried to present a cost as close to your demands as possible. It is possible to replace windshields in vehicles for $400 or less, but not in vehicles as technically advanced as a 2015 Cadillac Escalade. Regards, Dave Mussell, General Manager

March 07, 2015

"awesome service "

- Dan

We took our Cadillac escalade in for service. We were greeted by a very nice young man (Geoff Frazer). He was very friendly and professional. He looked after all our issues and took the time to look after getting a rental delivered to the dealership for us. The work was done fairly expediently and thus far we have had no issues with the repairs. We told that if there were issues to bring it back and they would look after it. All in all a very pleasant experience. We will definitely continue to use this business.

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Recommend Dealer
Yes
Employees Worked With
Geoff Fraser
February 19, 2015

"Friendly service centre"

- bchurchi41

This was the best service center experience I have ever had. Super friendly, profesional staff, top-notch technicians, and a clean, well-lit service bay.

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Yes
Employees Worked With
Geoff Fraser
February 26, 2014

"Drove out to Alberta from Ontario over Christmas. Got a..."

- beemagdane

Drove out to Alberta from Ontario over Christmas. Got a flat just as I arrived in Edmonton. I only ever take my Regal to GM dealers so Googled and found Don Wheaton's close by. Was treated like royalty by Mr. Peter Wilson and his staff. I opted to get an oil change as well as I was almost due and in no time flat, (pardon the pun), I was on my way again and reached my family in time for the holidays. Thank you everyone for your help and kindness. It is great knowing that old-fashioned service is still available in this day and age.

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Yes
Employees Worked With
November 30, 2013

"Len takes care of our fleet account. He always ensures..."

- director02

Len takes care of our fleet account. He always ensures that all charges are very clear and works hard to ensure good timelines on the repairs. I would recommend Len to anyone looking for a great, honest, service advisor.

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Recommend Dealer
Yes
Employees Worked With
November 28, 2013

"Jeff provided with fast, friendly and professional..."

- samicars

Jeff provided with fast, friendly and professional service. I got the car back the same day and at the time he said it would be ready. He had a loaner car ready for me when I arrived. The quality of work at Don Wheaton is always excellent.

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Yes
Employees Worked With
2
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