Sunrise Chevrolet Buick GMC At Collierville, LLC — Local services in Collierville

Ladies and Gentlemen of the Mid-South, do believe the Google reviews on this garbage company. If it has Sunrise in front of the name, run. I brought my SUV in on May 13, was assigned a service rep by the name of Matthew. We explained the problem, he says give me 2 or 3 days to diagnose it. Ok, no problem. That was Tuesday. We didn't get any information on the car until Friday because we called ( he never called us). We called, said we were checking in on the vehicle. Matthew replies give me 30 minutes, to go check with the technician. He never calls back. We called him back 3 hours later. He states what the problem is, we say ok will this fix the problem. Yes ( we asked 3 times because, Sunrise Covington Pike, took money but made a problem worse).We are going to order the part. Ok great. By the end of the next week, I should have my SUV back. Wrong. Matthew never calls to let us know the progress of the order. We let him know he could call, email or text. He had both me and my husband contact information. So once we call. Oh the part should be here in about 3 days ok. Another 4 days nothing. Oh the parts isn't here yet, give me 15 mins. That was last Wednesday. I called for Matthew, oh he's on vacation. Let me connect you with our supervisor Toni (y). I called Toni (y), 3 or 4 times, straight to voicemail. Keep calling nothing. I am fed up its been 3 weeks and I am getting the run around about this part. Note this is my work vehicle. I have missed out on a ton of work because of them. So I call again Monday. I called a total of 15 times, (I counted on my phone list) Now they have an automatic system all of sudden. The last 3 weeks that my vehicle has been there, a human had been picking up and sending me to the supposed service supervisor Toni (y). So now the more I call the rings get shorter. First call out of the fifteen, It rang the typical times. When I hit the fifth time calling. The phone only rang once and then, asks you if you want to leave a message or stay on the line. Then it hangs up on you. But no different than when Sean answers, then hangs up on me. So I'm through with this clown show. The next day, I show up and say I need my suv. Did he tell you your vehicle is ready. No that would mean he would have to call my phone. Since Matthew is on vacation. She had to find the paperwork. She goes to the supervisor. I am not sure if this was Tony but he was the service supervisor Tuesday June 4. No its not Tony because guess who else is on vacation, all a sudden. Instead of coming to see what the problem is, this supervisor sends the young lady back out. She says we have to pay for back stock of the part because he can't stop the delivery. I want him to come and tell me. She goes back to her supervisor. He sends her back to tell us she has to find the manager. Not once did this man move his from his office. He sent someone else to do his job. Also, we have been waiting for 45+. She goes looking for the manager and can't find him. 25+ minutes later he shows up. But guess what, this man named Kevin, has passed us multiple times not saying anything to us. No apologies for the wait or B.S. they have given us. Not only do you pay for a diagnostic fee (had no problem paying for this) but a 40% back stock fee. He states we ordered this part for you, this special order. I understand this is a special order. But if they would have told me. They were going to have my SUV for 3 weeks. I would have said cool, call me when the part is here. I will bring it back. Not one time did they say, it's taking long than we thought. Would like to pick up your vehicle and bring it back. Would like a courtesy vehicle, nothing. I paid this company $500 for a diagnostic fee and a part that all of a sudden, will be here on the 5th. I will never go to another Sunrise GMC and I will never purchase another GMC ( the new models suck). Bonus: They bring my vehicle out on a flat tire, I had to point that out to them. Then proceeds to tell me if you change your mind, you can...

The people are polite. However, the vehicle service policy and procedures are grossly unfair to customers. You have an appointment system, but when I bring my vehicle in at the scheduled time for something other than a oil change or rotation; I have to leave the vehicle with no definite time frame as to when you will be able to take a look at it and diagnose the problem. This is poor customer service and an inconvenience to customers. Instead of having customers to drop a cars off when they are still operable and holding them on your property for 2 to 5 days, you could put their names and numbers in a queue. You should be able to inventory your vehicles in service and have a good estimation of when you will be completing the work based on status updates from the technicians. Based on the number of expected completions, you can call the customers in your queue 24 hours in advance and have them to bring their cars in to fill any available slots. You can use your app or automated text to notify customers of the availability and allow them to confirm. If they do not confirm, then you can either go to the next person in the queue or fill the vacancies with drop in customers. Keep in mind that people need their vehicles. When you hold someone’s vehicle until you can work on it, most people have to incur the cost of a rental vehicle for that timeframe. Warranty companies only pay rental on covered repairs for the number of hours/days allotted for the actual repair. I remember a time when service departments would at least give customers courtesy vehicles or charge customers a nominal amount per day for a courtesy vehicles. You do not offer such services so therefore you should have a more efficient way of getting customers serviced without inconveniencing them in such manner. If you care about customers, you should come up with a better system. I brought my car in today because my check engine light was on. Autozone told me in less than 5 minutes that the mass airflow sensor needed to be replaced before I made the appointment to bring it into the service department. When I arrived at the service department I told them what was diagnosed but I was told it would be at least 2 days before they could diagnose the problem, if not longer, and I had to leave the vehicle. The service rep also pulled the codes from vehicle when checking the vehicle in. I explained to the service rep that when I was last there they did not have time to do the recommended service items. Two of the items were to clean the mass airflow system replace the air filter. I asked him if the service department could at least do those items to see if that would resolve the problem. Needless to say the engine light came back on later in the evening. I took it back to Autozone and was again told that the mass airflow sensor needed to be changed. You would think that since the service department pulled the same codes as Autozone, they would have recommended that I replace the sensor instead of cleaning it. I learned afterwards that the sensor is under the hood on top near the air filter. 2 screws attach it. To clean it you have to take take it off anyway. However, to change it, you wanted to hold my vehicle for two...

On June 5, 2024, Sunrise Chevrolet Buck-GM serviced my 2014 Chevy Cruz in replacing the Coil Pack Assembly for costs of $563.94. I drove the car for a few months before noticing that car was misfiring again, so I took the vehicle back to the dealership and shared with the representative that I (Mrs. Lottie Johnson) was experiencing the same issues with misfiring and wanted the Sunrise team to re-evaluate the problem since the car repairs was still under warranty. Team member Matthew Tullos, assisted me with worker order request. Two weeks had passed, and I had not heard back from the dealership, so I contacted the dealer and spoke Matthew who informed me that the car was fine and that there were no misfires and wanted to charge me a diagnostic fee and I refused to pay. He said since the problem had nothing to do with the warranty, I would need to pay, and his tone of voice was RUDE and despiteful. I asked to speak with the manager, and he was very professional and suggested that they keep the car for further testing and a possible fee waiver. The lead technician drove the car and found that there was indeed a misfire with the car. Received a phone call from the dealership informing me that the #3 fuel injector needed to be replaced, so I had al four fuel injectors replaced, and the car continue to run poorly. Went to a family dealership in Indianapolis, IN and request another evaluate of the car, and they assured me that the car was fine, and suggested that I do a fuel injector cleaning services and I allow the service to be completed. I contacted Sunrise Chevrolet in Collierville, TN, and left several messages for Tony Roberson the service manager and he NEVER call back. I called back a third time and asked to speak with another service manager and spoke with Kevin Wheeler, I explained the situation to Mr. Kevin Wheeler, and he stated that the family dealership should have corrected issue and I said that they did not, I shared with Mr. Kevin Wheeler that the new coil pack Sunrise replaced was indeed defected. Also, I informed Mr. Kevin Wheeler that I purchased a new coil pack for my 2014 Cruz and after replacing the coil pack the car ran fine. I asked Mr. Kevin Wheeler, if they would so kindly reimburse me for the new coil pack that I purchase. Initially, Mr. Kevin Wheeler was against the idea, however middle way through the conversation he agreed to contact GM and submit a request for reimbursement. However, as of today I have not heard back from Mr. Kevin Wheeler after leaving two voicemails. It's disheartening to know that no one cares about good customer service. I can truly understand why individuals are reluctant in allowing dealerships to service their vehicles they overcharged for services and treat the customer poorly after all payments have been received. Nevertheless, I’ve spent additional monies for repairs in getting the car to run properly, after paying Sunrise $884.00…. this is a SAD Situation. Forever, broke...