Les Stanford Buick GMC — Attraction in Ferndale

So in January 2023 I went into this dealership and purchased a GMC sierra 3500 Denali during the purchase everything was great very smooth transaction then after four months, the problems began. I was way out of town with my family and had to get a oil change, so I looked up under the vehicle and noticed that there was oil all over the bottom left-hand side so I continue my trip home got back in schedule a visit to the service department and it was revealed to me that the front axle seal was shredded. OK they have my truck for four days , after they diagnose the problem, they continue to tell me that the actual seal was out of stock and on back order nationwide mind you this is my work vehicle so I got the part number and researched it myself and I found it here in Michigan at a dealership had no problem with getting the part got my vehicle back then my next issue I experienced with my vehicle is that the brake service light came on so then at that point, I scheduled an appointment to go to the dealership and if that moment after things are checked out, I was told that I needed brakes in the front so I left the dealership when I got the brakes done and I was showing that the front driver side was wore down to the sensor and the passenger side was still at like 80%. I don’t tell anything heavy with this vehicle so then a few months down the line which the actual date would be October 28, 2023. I’m driving alone and I heard a huge clunk in the vehicle went into reduce power mode would not shift at all so I called the dealership they told me to bring it in, so I took it in and it took two days in order for me to get it back so I got it back and also not to mention that I asked them to check out the front brakes again and see why it is wearing on even in the front far is a brakes are concerned they didn’t check it at all so and moving along after I picked it up drove fine for a bout 9 to 10 days. Picking my children up from school on this day didn’t messed up again. There was a loud clunk. The vehicle came to a halt in the middle of traffic, and then reduce power. Light came on and I was able to move along with the transmission, not shifting again, at this point with this truck I no longer trust that is reliable or safe. It is still now currently at the dealership I haven’t gotten an answer to what the problem in on the same day as I was sitting at the dealership, service department I called GMAC customer service line and I inform them as to the problems that I was having out of this 11 month old vehicle these are major problems, so the representative informed me to go back over to the dealership and ask, what could they do for me with his vehicle to see about having this vehicle swapped out because it’s cleared that it has some major issues going on. I spoke to someone at the dealership that was a finance manager that helped me from the beginning with my vehicle, which has been great to this whole process, but what I was acting, for he could not help me with, so he pointed me in the direction in which I may be able to get some help, so I spoke with someone higher up. I test drove her new vehicle. It wasn’t matching the one that I had apples for apples so they told me that they had to basically doing assessment in my vehicle and it will let me know so I did a follow up call the next day ended up speaking to someone and I was informed that I would basically have to finance a whole new vehicle that’s not fair at all at my expense. This is my work vehicle. I’m losing money every day that this vehicle is sitting at the dealership my business is my livelihood I need my truck the purpose of purchasing a new vehicle was for reliability and it clearly this truck is not reliable at all. I would just like to have something done that will rectify this, and not to mention four months after purchasing the truck , I came back and purchased my wife a new vehicle and let me note that I would go back to the dealership to purchasing a new vehicle when it is time because the staff...

Well where do I begin? I found a vehicle I liked and went to Les Stanford to test drive it. We worked with Lavert. It started off bad from the beginning. Lavert met us on the lot and the first thing he says is “that’s an expensive vehicle and most people want it but can’t afford it, but you (talking to my husband) look like you make money with your hat.. like a baseball player”. That put a sour taste in my mouth from the beginning but I proceeded. I test drove the vehicle (2022 Jeep Grand Cherokee L Summit with 34k miles) and liked it so I began to start the buying process. Lavert, assuming my husband “makes a lot of money” ran his credit as primary instead of mine. The best part?! We make the same amount of money but I have better credit. With them running his credit first and assuming he was “the bread winner” delayed our loan by TWO hours. I had to explain that I need to be the primary, I am purchasing the vehicle, and I am in FACT already pre-approved by a credit union. After two hours of trying to get them to listen to me they finally put me as primary and, can you believe it, the loan went through in minutes. Another annoying situation but I shook it off and continued. I should have left after that. Next, after I drove it off the lot I realized that the interior camera bezel was broken off. Ok, no big deal. Then we didn’t even make it home and we realized the passenger side window button was broken, we couldn’t roll down the window, and the rearview camera mirror didn’t work. Now I’m mad. I park the car and realize the front bumper is coming off the vehicle. Mind you, this was a 60k vehicle that was made in 2022. I’m furious at this point. So I call Lavert. He tells me he can get me a loaner vehicle and get it fixed the next day and he would call when the loaner vehicle is available. He didn’t call the next day, we had to call him the following day. The loaner wasn’t available so we had to wait 4 days for a car. Ok fine. Well the loaner vehicle STUNK of cigarettes so I couldn’t drive it with my kids in the car. Ok whatever. Well, they dropped my vehicle off at a Chrysler dealership for repairs and it was supposed to be for a week. My car was gone for a MONTH. I couldn’t get any answers from Les Stanford on when my vehicle was going to be ready. In fact, I couldn’t reach a manager at all or anyone for that matter. I was told a part would be in on Monday and my car would be ready that Wednesday. Well, they never got the part and it postponed by pickup by another week. Then conveniently the manager quit so that’s why I couldn’t get ahold of anyone. I had to threaten to show up there with the police to get an answer on when I was getting my car back. Luckily I spoke with Kevin Maples and he was able to get everything handled and get my Jeep back. I had my 2022 Jeep Grand Cherokee L Summit for a week and it was gone for over a month for repairs. But I got over it and moved on. Well let’s talk about this week. I went to go start my car and guess what? It won’t start, turn over, jump etc. It’s completely seized. The radio also shuts off when it wants and the speakers go in and out. I had a new Chrysler dealership come look at it and he said he has never seen this happen in the 30 years (the seizing) he’s been a technician. We couldn’t even put it in neutral to move it. So now my vehicle is BACK in the shop and I’ve owned it since August. Who knows how long it’s going to be gone or how expensive it’s going to be. I would NEVER recommend this this dealership for any of your car needs. They will be hearing from my attorney soon. I also have text messages between the dealership, myself, and husband supporting these claims. They...

The following account pertains specifically to the service department at Les Stanford Buick GMC: On Friday, August 16, 2024, I visited the dealership for an oil change on a vehicle I leased late last year. I’d like to mention that my purchasing experience was wonderful—Toni provided outstanding service!

Now, regarding the service department: I arrived to drop off my vehicle and planned to wait for the oil change and tire rotation to be completed. The service advisor, John, was professional and delivered excellent customer service. I was pleasantly surprised, especially considering that during my last oil change, a different young man provided service that left much to be desired. I requested that John ensure a cap be placed on my tire stem, as one had mysteriously gone missing.

Everything was going smoothly. I was comfortably working on my laptop in the well-designed lobby when a kind lady named Kim approached me at the cashier’s office window to inform me that my vehicle was ready. I then proceeded to the service bay to retrieve my SUV.

Here’s where things took a turn for the worse:

As I inspected my tire for the cap I had requested, I found it missing (Issue #1). This was a simple request that required basic follow-through. I thought, "No worries, John will take care of it." However, when I returned to the advisor’s office, John was busy assisting another customer. The only other person available was Yamari (Issue #2). Unfortunately, Yamari didn’t greet me, and it seemed he wasn’t busy, just idle. After waiting for a moment, I asked if he was available, to which he responded inappropriately. I replied, "You’ve got to say something to let me know you’re available. As a customer, how would I know?" By this point, I was annoyed. The feeling I had was familiar—they say you may not remember a person’s name, but you will remember how they made you feel. It turns out that Yamari was the same person who provided the subpar customer service during my first oil change at Les Stanford. Needless to say, I was ready to leave. I asked Yamari for the tire stem cap, and he replied, "Ask and you shall receive," handed me the cap, and I thanked him before leaving.

Despite the issues with the missing stem cap and Yamari's poor service, I was initially pleased that my service had been completed in a reasonable timeframe, allowing me to move on to my next task. However, as I drove down a nearby residential street, my vehicle began emitting thick clouds of white smoke, and the power was cutting out intermittently (Issue #3). Thankfully, I was able to crawl back to the dealership, where I returned to the service advisors’ office. Although Yamari was available, I was in no mood to deal with him again and didn’t want him to exacerbate the situation. Fortunately, I was able to speak with John, who immediately got the car back into the bay to address the problem.

John later informed me that the technician had overfilled the oil in my vehicle and apologized for the mistake. He assured me that there would be no residual damage to my engine and that the issue had been corrected. When the vehicle was finally ready, I noticed Dan, the service manager, standing near my vehicle, seemingly receiving an explanation of the incident. While I appreciated his presence, he never approached me to apologize, offer any concession, or acknowledge the situation (Issue #4).

This experience highlighted several service and customer care failures in one interaction. Am I supposed to recommend this dealership to my family and friends after what I endured? I don’t think so. Please take this feedback seriously and make the necessary...