Bert Ogden Buick GMC — Local services in Edinburg

My husband and I went to trade in our 2022 ford bronco (which was in excellent condition)on October 13 . We were looking into purchasing a 2019 Chevy Silverado 4x4 rst beautiful truck. We were so happy and excited when we closed the deal. Moving on 8 days later the trucks transmission started to shake BAD!! It would shutter when it would shift gears. So obviously we decided to take it in to see if they would fix the transmission or maybe get a new truck. My husband waited from 10am to almost 2pm with my father in law (he is handicapped has trouble walking)waiting for him in the parking lot of course with the ac on . First thing this lady in sales comes to ask him if he needed help and he started to explain what was happening she had the audacity to ask ok what do you want me to do about it then proceeded to send him to the auto service department. Also waiting for Gilbert Lopez and Alexis Ruiz which are some of the managers. He spoke to Jacob (really nice guy) he broke everything down as far as what needed to be done in order to fix the truck. But since it has warranty we wanted a new transmission . But they said he would have to follow a protocol and do a flush on the transmission. He didn't feel comfortable with them doing that because he didn't want the transmission to give up on us in the future so they decided to get us another truck which was also beautiful but since we had recently gotten the truck it was gonna be like if we were trading in our vehicle and not only that they wanted to give us way less than what was valued because they said BECAUSE OF THE PROBLEM IT WAS HAVING ON THE TRANSMISSION!!!! Of course my husband was very upset and told them that that's the way they sold him the truck why was it his fault. 3 hours later still waiting for Gilbert Lopez and Alexis Ruiz so that he could talk to them but they didn't have the decency to even address him so they sent a sales manager Javier Pacheco and salesman Robert Bautista. I want to thank robert for going beyond trying to help us by getting the best deal possible . These managers were using him as a middle man instead of them showing their faces . Moving on after we dropped of my father in law at 5pm we go back to the dealership there we decided to not take the truck we didn't want it anymore how in the heck is it fair for us paying so much money and its not working we thought we had 30 days with the bank or with the dealership to cancel the deal And along comes finance manager EDDIE RINCÓN who said he was one of the managers at Bert Ogden ok finally we thought someone who would help us but do looks deceive never have we ever felt so humiliated. We were outside in the parking lot with people looking at other cars and what not .He started by asking what was the problem so again my husband started explaining everything so man did that take a turn. He asked why do you come to a dealership so my husband told him to buy a reliable vehicle and he said no sir no vehicle is reliable and you come to the dealership to buy warranty and to have the comfort that if something messes up we will fix it . He was going back and forth with my husband about the transmission and that he said it was still under warranty and that they need to do multiple flush's on the transmission so again my husband tells him no sir I don't want for you all just to do that I want you all to change the whole transmission and proceeds by saying Sir just because you ask for us to change it doesn't mean that we are gonna do it . Obviously my husband felt bad and felt like if he was the one at fault . This man was so impatient that he started to raise his voice and yelled you know what sir I'm not gonna help you take your truck out of the lot or I'm gonna have to call Edinburg pd and your going to be stuck with the impound bill and your gonna have a repo on your credit!! (I am not exaggerating) so of course we asked him why was he talking to us like that and he should be talking like that to the other employees he had been waiting on since the...

Chris Hatzold went above and beyond to help us during a very stressful situation, and I’m so grateful he is in charge of the service department at this Buick dealership. My girlfriend and I drove down to McAllen, TX, from Minnesota, thinking our car was in good shape. Unfortunately, on Sunday, the car broke down on the highway, leaving us stranded. We had the car towed to our Airbnb and then towed to the dealership Monday morning when it opened.

When we first arrived, the service team didn’t mention how long it might take to diagnose the issue. However, after we turned in the keys and paperwork, the service representative, Vanessa, casually mentioned they might look at the car in about three days. This was devastating, especially since it was Thanksgiving week, meaning we might not hear anything until Wednesday or Friday—and that didn’t even account for ordering parts or completing repairs. We explained we were traveling from Minnesota and planning to leave Friday morning, practically begging for leniency on priority. Vanessa added an ASAP note to the ticket, to which we were very grateful for, however her lack of empathy left us feeling extremely stressed and uncertain.

Realizing how critical our situation was, we knew we needed to speak with a manager. That’s when the amazing Chris Hatzold stepped in. Despite how busy he was running the service department during the holiday rush, he took the time to listen to us. At first, the staff seemed reluctant to let us speak with him, but thank goodness we did, because Chris is exactly the kind of person who should be leading an operation like this.

Chris immediately pulled up our ticket and assured us they could look at the car after lunch on Monday, which they did. The issue turned out to be the fuel pump. Thanks to Chris’s quick action, the part was ordered the same day and arrived by Wednesday, allowing the team to complete the repair just in time.

However, communication with the service representatives remained frustrating. Despite knowing all the effort Chris was putting into getting the car fixed, the service representative called at one point and told us the car might not be ready until Saturday. Thankfully, I had direct communication with Chris, who kept me reassured. When I called asking for him and he wasn’t immediately available, he called me back promptly to assure me everything was on track.

Throughout the process, Chris maintained a kind and professional demeanor, making us feel like a priority even in a challenging situation. If not for him, we would have faced difficult decisions about how to get back home.

It’s important to note: Chris is the only reason I’m giving this dealership a 5-star review. His outstanding customer service, communication, and leadership saved the day/week for us. Thank you, Chris, for your hard work and dedication—you made a...

Managers Billy Kelley and Diego Pena DO NOT honor their customer deals. I went to their dealership on 12/28/2020 to purchase a 2021 2500 Denali Sierra with Sale Rep Luis Gonzalez and Manager Diego Pena. Once we went back in forth on numbers and they ran my credit; they come back to me how the truck we were working numbers on was not going to arrive at their dealership until 01/11/2021. So not only did they waste my time there, but also ran my credit knowing they couldn't hold the truck for me. I offered to put a deposit for the truck and they stated they can't do any deals as the truck was not on their lot, but could not answer my question in WHY THEY RAN MY CREDIT OR WASTED MY TIME WORKING ON NUMBERS! Yesterday on 01/07/2021 I sent an email to Sales Manager Billy Kelley sharing my experience. I did not receive any call from him nor email back. I was contacted by another Sales Rep this morning 01/08/21 that the truck had arrived this morning so that I may go in. Once I got there the deal had changed. Manager Diego knowing who I was and the deal that was worked on stated that there was nothing he could do. He could not honor our previous deal and wanted me to pay more. I then left as we couldn't get to an agreement. I was later contacted by the sale rep stating that he spoke with Billy Kelley about our situation and Mr. Kelley called in Diego in the room and worked out the deal. My sales rep called me to inform me to head over as everything was being worked on and RAN MY CREDIT AGAIN and he was getting the vehicle ready for my arrival. On my way to the dealership; which is about 40mins from my home I get a call from my Sale Rep that he is very angry as they took the deal from him and being sold to another customer.

I'm very disappointed and disgusted with how they treated me. Being a loyal customer for over 5yrs; they had me back and forth and humiliated me. They will go with the highest bidder. They do not care or respect any deal that is made with you; if the other person is paying more you are out of the deal. Plain and simple. I called multiple times to speak with GM in regards to my issue, but the truck was sold so my voice didn't matter. So be...