Gustman Chevrolet Buick GMC — Local services in Kaukauna

Update: I have revised my review up to three stars from one because I received a phone call from Matt Gustman shortly after my initial review and he made things right by me. Caleb in the Gustman body shop was very pleasant and easy to deal with. I will continue not to use the service department going forward unless there is a culture change but I will now consider Gustman for future car purchases and/or body work after my experiences with Matt and Caleb.

Original review: A free recall will have ended up costing me $975 because I chose Gustman. Don't make the same mistake I did. Take your vehicle to Bergstrom.

It started by me bringing my 2014 Chevy SS in for a manufacturer recall for a steering rack. It arrived to the dealership in perfect condition with under 10k miles. I drove it off the lot after the recall service with a bad front left strut. The dealership wouldn't accept any responsibility and quoted me a price for replacement that was 20% higher than Bergstrom. Foolishly I paid Gustman to replace the broken strut after having to convince them to at least match Bergtrom's price ($575). I picked it up after the repair and it now has a giant ding in the driver side door and the front bumper cover/diffuser no longer properly matches up to the body and there is paint damage to it. Once again, the service department would not accept any possibility of responsibility for the damage. In fact, they seemed most interested in declaring their innocence and blaming it instead on another customer's assumed actions. My local body shop is going to charge me $400 for this repair to be to my level of satisfaction. SO, my simple recall job that should have cost me $0 will now cost me a sum total of $975. I will NEVER again consider doing business with Gustman. I WILL tell all my friends about my negative experience.

This dealership's service department seems to be suffering from being a "protect our own" good ole boys club. In my experience this comes from the complacency of a long time manager with too little...

Unfortunately things did not go well with my vehicle purchase, Dan in sales did do good with explaining the vehicle and if I could give him a separate review I would. But the finance end of it with nick went terrible, he said things that he could not back up and when I confronted him on what he had said the day prior he said he had to ask what it actually meant and than backed out of what he said. The paperwork for the title and loan needed a simple change I bought the car at 2pm Saturday and called Monday at 8am to change it. He said that he could not change it, I called the bank that the loan was through and the bank said they could change it no problem but only if he would call with the title information right away. I called nick and he was not willing to help me at all, so that cost me an additional 275.00 because he wasn’t willing to take the time to redo the paperwork. The next issue I had was the car I bought was clearly never inspected, only went about 35 mph with it on the test drive , as soon as it got on the highway the brakes shook like crazy. Again I called and said no warranty on the brakes I had it for 9 days put 70 miles on it, so I took it to another shop to have the brakes fixed and asked them to do a full inspection, the cars air fiters were plugged full and the oil filter was an off range from Walmart so I’m assuming they didn’t change that either. Lastly I was told my trade value was lower cause it was a 2013 and would need to go to auction. Week later they had it on the the lot for 4K more than they gave me and it sold in a week. Do please be careful and ship around and have the vehicle you plan to purchase inspected by...

I am long overdue for this review but about 2 months ago, I decided to try Gustman after a bad experience with Bergstrom. I was in for an oil change on my Chevy Cruze, and I was talking to Sam, (the service manager?) about my poor experience at Bergstrom with my Yukon. It was getting close to the time of closing, but Sam encouraged me to run home, grab my Yukon, and bring it back so they could look it over and see if the work Bergstrom quoted me was actually needed or not. When I arrived back, the mechanic, Jake, took me back with my Yukon to show me and explain things I actually needed or didn't need. This is the first time a shop had actually showed me what they were seeing.

3 Weeks ago, my Yukon was having a leak in the rear suspension, and I called to make an appointment. Unfortunately, they were booked up for a week and I was of course taking my Yukon down to Florida for a road trip that upcoming weekend. Even though I didn't have an appointment, Sam encouraged me to swing in that afternoon so they could at least look at my suspension to make sure it was safe to get to Florida and back. Once it was up on the lift, they determined it needed new rear shocks, and they were actually able to fix it right away that afternoon. I couldn't believe it.

I have told many friends about this experience, and I will definitely keep coming back. Usually when I bring my Yukon to shops, most dealerships assume it's my parent's car and they don't seem to really care... but not here. I left feeling like they valued me as a customer, treated me professionally, and definitely earned my business. Thanks...