I am writing this review to encourage anyone to spend
their hard earned money elsewhere. The negative experience I had at this Buick dealership in Montgomery, AL is by far one of the worst experiences im
their hard earned money elsewhere. The negative experience I had at this Buick dealership in Montgomery, AL is by far one of the worst experiences imaginable. While I can positively say the car salesman Gary “Coop” Cooper and the finance manager, Lamont Johnson, were outstanding and truly supportive throughout this entire buying and after vehicle purchase process. Unfortunately, I cannot say the same comments for the new car dealership manager, Christopher Sandefur and the General Manager, Esteban Ramirez.
1-2 days after my brand new 2024 Buick Envista purchase, I noticed the front passenger side of the vehicle’s grill was falling apart. I immediately notified Coop of this, and he told he was waiting on the manager (Christopher Sandefur) to update him with next steps. It took a week for an update and there was still no resolution as the piece was still hanging on my car without, the string attached, between the time of waiting the piece falls completely off of my car. A couple days later (23Apr2024) Chris gives me a call and I told him what happened with my vehicle and told him the piece was no longer there. He immediately told me it’s not the dealerships fault and they aren’t responsible and insisted that I damaged my brand-new car. I was appalled. I only wanted the piece to be repaired, he told me he would get back with me. Of course, he didn’t do so. I reached out to Coop again 3 days later for an update and Coop thought that it could have been a factory defect. After a week of no resolution, Coop finally told me that management (29Apr2024) advised me to go to any dealership and submit a claim. After Coop advised me on the evening of 29Apr2024 to stop at any Buick dealership, I was finally able to on 7May2024. I went to the Smyrna, GA; Capital Buick Location and I spoke with the parts consultant, Christopher Adams, he provided amazing service to me! He provided me with a quote and told me that since my vehicle was so new that my original place of purchase should complete a claim for me. He also informed me that the part can easily fall off any vehicle as it could be a factory defect and install malfunction, just as Coop explained prior to. I contacted Coop with this new information and although he was on vacation, he still reached out to management to contact me. 8May2024-No one contacts me.9May2024- No one contacts me so I contact the finance manager, Lamont Johnson, and I inform him of what happened, he was again understanding and asked Christopher Sandefur to give me a call. Chris calls me and he tells me that I cannot file a claim, I informed him that he can’t tell a customer they cannot file a claim on a bumper-to-bumper warranty. He insists that the dealership did nothing wrong and I never implied they did. I only wanted my car bumper repaired. Chris eventually says he will make the request (which I do not believe he did) for my claim. He then emails me and tells the GM, Estaban, has agreed to pay for my part out of pocket. I never asked for this. I asked for a warranty claim. I eventually agreed to this because I wanted this to be over, but I asked the could the location in Smyrna, GA perform the repair because it was closer and more convenient to me. Chris responded via email no and that the GM is only doing this to stay in good standing. I informed him that I would still be pursuing with my negative review and contacting customer service because I did not want anyone else to experience the dissatisfaction I did; especially for what is supposed to a joyful occasion and experience. Christopher responds to my email and says that the GM has rescinded his offer due to my response, and no warranty claim would be submitted by the location. This is in fact retaliation all because I had terrible experience at their dealership. The dealership had multiple opportunities to make things right and still decided to make this situation worse.
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by bredejarnett
May 10, 2024 -
Mullinax Buick GMC responded
Dear Ms. Brede Jarnett,
Thank you for bringing your concerns to our attention. We genuinely regret any inconvenience you have experienced regarding the cover for the front tow eyehole accessory hole for your new vehicle.
While we understand your frustration, it's important to clarify that certain items fall outside the scope of warranty coverage. This policy is consistent across all automotive brands and dealerships.
I am sorry that you were misguided by another dealership regarding what is and what is not covered, as this part is not covered under warranty. It's always our goal to provide clear and accurate information to our valued customers.
Upon receiving your feedback through Chris, I personally intervened and offered to cover the cost of the part to ensure your satisfaction. However, I must express my concern regarding the request to deliver the part to a dealership that asserts it falls under warranty coverage. As per our warranty policies, non-warrantable items are not provided at the expense of the dealership.
Regrettably, the manner in which your concerns were expressed, including threats of negative reviews and disrespectful treatment towards our team, has led us to reconsider our ability to maintain a productive business relationship with you.
While it's unfortunate that we won't be moving forward together, please know that your satisfaction remains important to us. If you would still like assistance with the replacement of the cover for the front tow eyehole accessory hole, please reach out to discuss alternative arrangements.
Thank you for your understanding.
Esteban Ramirez
General Manager
Again, thank you for your counter reply,
Regrettably, the manner in which your concerns were expressed, including threats of negative reviews and disrespectful treatment towards our team, has led us to reconsider our ability to maintain a productive business relationship with you.
While it's unfortunate that we won't be moving forward together, please know that your satisfaction remains important to us. If you would still like assistance with the replacement of the cover for the front tow eyehole accessory hole, please reach out to discuss alternative arrangements.
Thank you for your understanding.
May 11, 2024 -
Mullinax Buick GMC responded
Dear Mrs. Breyonia,
Thank you for bringing your concerns to our attention. We genuinely regret any inconvenience you have experienced regarding the cover for the front tow eyehole accessory hole for your new vehicle.
While we understand your frustration, it's important to clarify that certain items fall outside the scope of warranty coverage. This policy is consistent across all automotive brands and dealerships.
I am sorry that you were misguided by another dealership regarding what is and what is not covered, as this part is not covered under warranty. It's always our goal to provide clear and accurate information to our valued customers.
Upon receiving your feedback through Chris, I personally intervened and offered to cover the cost of the part to ensure your satisfaction. However, I must express my concern regarding the request to deliver the part to a dealership that asserts it falls under warranty coverage, as stated before, (I am more than happy to order and install at our location)As per our warranty policies, non-warrantable items are not provided at the expense of the dealership, but we obliged in this case to maintain a working relationship with you even though we are not at fault.
Regrettably, the manner in which your concerns were expressed, including threats of negative reviews and disrespectful treatment towards me and our team, has led us to reconsider our ability to maintain a productive business relationship with you.
While it's unfortunate that we won't be moving forward together, please know that your satisfaction remains important to us. If you would still like assistance with the replacement of the cover for the front tow eyehole accessory hole, please reach out to discuss alternative arrangements.
Thank you for your understanding.
Esteban Ramirez
General Manager
Mullinax Buick GMC/ Mullinax Cadillac
May 10, 2024 -
bredejarnett responded
Hello,
While I appreciate your response. I spoke directly with you and attempted to explain the multiple issues I had throughout this buying experience. I simply requested assistance in resolving this issue 1-2 days after my vehicle purchase and was consistently given the run around by management. The solution was to assist in every way possible, not to accuse me, a buying customer, of damaging a vehicle I purchased for myself.
A threat is defined as a statement of an intention to inflict pain, injury, damage, or other hostile action on someone in retribution for something done or not done. I have not lied, slandered, threatened or harmed anyone with my true statements, I have only expressed the lack of ownership and ability to remedy this situation by describing word for word my negative experience at your dealership. While I have praised the salesman and finance department as they did a wonderful job in working with me. I did not experience that with you or Chris Sandefur. I have had to call your dealership multiple times. I have had to reach out for solutions. I have waited for days for call backs. I have not been assisted by your management team and that is why this was a terrible buying experience for me. If your dealership truly wanted to make this experience better then you simply would and take the necessary steps to do so.
The team that helped us was great!
That worked and worked with us to get us in a new vehicle!!
That worked and worked with us to get us in a new vehicle!!
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by MSHEPHERD63
Verified Customer
Verified Customer
Apr 28, 2024 -
Mullinax Buick GMC responded
Thank you for your fantastic review, MSHEPHERD63! It's wonderful to hear that our team was dedicated to working with you to find the perfect new vehicle. We truly value your trust and satisfaction!
Very good people and dealership.
A pleasure to have such a great dealing with such a knowledgeable staff. Great dealership.!!
A pleasure to have such a great dealing with such a knowledgeable staff. Great dealership.!!
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by WRS752022
Verified Customer
Verified Customer
Apr 24, 2024 -
Mullinax Buick GMC responded
Thank you for your fantastic review, WRS752022! It's a pleasure to know that our knowledgeable team made your experience great. We appreciate your kind words and are delighted that you enjoyed dealing with us.
They are a wonderful car dealership I can’t find another
better one in Alabama
better one in Alabama
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by BLEASHORE
Verified Customer
Verified Customer
Apr 16, 2024 -
Mullinax Buick GMC responded
Thank you for your wonderful review, Bleashore! We're thrilled to hear that you consider us the best car dealership in Alabama. Your high praise means a lot to us, and we're grateful for your confidence in our team!
Outstanding service throughout your dealership .
Will be proud to recommend you to anyone who is buying.
Will be proud to recommend you to anyone who is buying.
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by JWWS35
Verified Customer
Verified Customer
Mar 25, 2024 -
Mullinax Buick GMC responded
Thank you for your outstanding review, JWWS35! We're thrilled to hear about your satisfaction with our service throughout. Your willingness to recommend us is a great honor, and we look forward to continuing to earn that pride and trust.
Friendly, professional, and thorough.
Still too much paperwork! The salesman showed extensive knowledge the GMC VEHICLE.
Still too much paperwork! The salesman showed extensive knowledge the GMC VEHICLE.
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by John
Verified Customer
Verified Customer
Other Employees Tagged:
Gary Cooper
Mar 11, 2024 -
Mullinax Buick GMC responded
Thank you for your feedback, John! We're glad you found our team friendly, professional, and knowledgeable about your GMC vehicle. We understand the paperwork can be a bit much and are always looking for ways to streamline our processes. Your insights are invaluable to us.
Gary was great!
He was knowledgeable and helpful with any questions we had. Shaq with financing was super nice too
He was knowledgeable and helpful with any questions we had. Shaq with financing was super nice too
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by JENKAMY
Verified Customer
Verified Customer
Other Employees Tagged:
Gary Cooper
Mar 11, 2024 -
Mullinax Buick GMC responded
Thank you for your review, JENKAMY! We're glad to hear Gary was great, providing knowledgeable and helpful answers to your questions. It's also wonderful that Shaq in financing made a positive impression with his niceness. Your feedback is appreciated by our entire team, and we're here to assist you anytime.
Marcus was great.
Keep me up to date on the truck I was looking for and wasn’t pushy.
Keep me up to date on the truck I was looking for and wasn’t pushy.
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by CHADSHORES1
Verified Customer
Verified Customer
Feb 26, 2024 -
Mullinax Buick GMC responded
Thank you for your review! We're glad to hear Marcus provided you with great service, keeping you informed about the truck you were interested in without being pushy. It's important to us that our customers feel comfortable and supported throughout their search. We appreciate your feedback!
Gary was very attentive, knowledgeable & professional.
Thank you for everything ! Looking forward to returning & referring.
Thank you for everything ! Looking forward to returning & referring.
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by Mr.Walker
Feb 04, 2024 -
Mullinax Buick GMC responded
Thank you for your review! We're pleased to hear that Gary's attentiveness, knowledge, and professionalism made a positive impact on your experience. Your willingness to return and refer others is greatly appreciated, and we look forward to serving you again in the future. Thank you for your trust and support!
Really enjoyed my experience with Gary Cooper.
Very professional. Thanks again. I will be back.
Very professional. Thanks again. I will be back.
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by MATT.ALBRITTON
Verified Customer
Verified Customer
Other Employees Tagged:
Gary Cooper
Feb 04, 2024 -
Mullinax Buick GMC responded
Thank you for your review, Matt! We're thrilled to hear you enjoyed your experience with Gary Cooper and found him to be very professional. Your intention to return is greatly appreciated, and we look forward to welcoming you back. Thank you again for your feedback!
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