Wilson County Chevrolet Buick GMC — Local services in Lebanon

We had a regrettable experience with Wilson Co Motors in Lebanon TN. On 3/20 we spent three (3) hours at this dealership discussing purchase and sales price with Tony. After finally reaching and agreed “out the door” price which we were informed included the relevant sales tax, we were told that we could drive the vehicle home that evening if we put down a $1,000 deposit on the vehicle. It was understood that this was acceptable even though the final sale would remain pending a cash payment/financing concluded the next day which we were already pre-approved. Tony collected a $1,000 deposit from us and transferred us to Belinda in the finance to finalize the necessary paperwork. Due to the significant amount of time already spent (3 hours +) at Wilson Co Motors and the time being around 5pm in the evening, we had to leave the dealership to keep other appointments at our home an hour away. To our disappointment, we were told we would not be able to drive the vehicle home that evening, as we were led to believe earlier when pressed by Tony to make a $1,000 deposit on the vehicle for this very reason. Acting in good faith, we headed home understanding that we would continue finalizing the paperwork the next day based upon on the mutually agreed costs. The following morning on 3/21 at approximately 10am, we received a phone call from Belinda advising us that they made a miscalculation error in the amount of sales tax figured in our agreed price. Wilson Co Motors acknowledged that they miscalculated the estimated sales tax and therefore had changed the final price of the vehicle. Their calculation error effectively doubled the amount of sales tax and increased the cost by approximately $2,700 over our previously agreed “out the door” price”. This significantly impacted the price and our decision to execute the purchase based on the original agreed price terms. As such, we advised that we needed to reconsider the purchase and requested a refund of the $1,000 deposit, since the cost increase was considerable to us. When asked for a refund of the deposit, we were told that their policy was that the $1,000 was a non-refundable cost and that our only options were to accept the new price or forfeiture of the $1,000 deposit. This seemed utterly unfair to the buyer since the miscalculation error and change in the original mutually accepted price terms was acknowledged as the fault of the dealership. In addition, Wilson Co Motors was not out anything since the dealership’s miscalculation error was caught within 24 hours and Wilson Co Motors was not inconvenienced by holding the vehicle in an off-market status for any length of time. We had a heated phone exchange with Tony over this issue and were given no other option for relief from Tony or Wilson Co Motors who held fast that our only options were to accept the revised purchase price or forfeit our $1,000 deposit. On 3/25, we travelled back to Wilson Co Motors and finalized the purchase of the vehicle for their revised price. Only after the closing of the sale, when Tony the salesman was confronted about Wilson Co Motors non-refundable deposit policy position, did he then state that he had talked to the Manager and said that they would have waived the non-refundable deposit policy position and provided a full refund of the $1,000 deposit. After leaving Wilson Co Motors, my son received a call from a Sales Manager named Tyler who proceeded to blame us for the price miscalculation stating we rushed them and this is why they miscalculated the price and sales tax. In hindsight, had we done our due diligence on Wilson Co Motors beforehand, we would have taken a queue from reviews and just driven past Wilson Co Motors and on to a more reputable dealership. This was our son’s first new vehicle purchase experience. Sadly, it was a negative one that reinforces stereotypical car sales experiences. In the end, Wilson Co Motors got their sale and closed a deal. For us, it was the first and last time anyone from our circle of family and friends will ever do business with...

Al — your response is completely false and riddled with fabrications. I have all documentation, receipts, and time-stamped communications to prove what actually happened — and it’s clear you do not.

Let’s set the record straight: • I scheduled my appointment on August 19th at 1:51 PM — TEN (10) days prior to the service visit - SEE ATTACHED. This was not a walk-in. I didn’t “just show up Friday afternoon.” I arrived as scheduled at 9:20 AM on Friday MORNING, August 29th, and your system should reflect that if you had actually reviewed it. • At no point was I asked to leave the vehicle for additional diagnosis. That NEVER happened. Your team returned the Hummer to me stating the issue had been resolved. That’s your official position. • When I immediately showed your staff that the same error screen was still displaying, I was told to “just drive it for a few days and it should go away.” That was the extent of your “diagnosis.” • Your claim that “several updates were installed” is provably FALSE. NO updates were performed. The vehicle’s infotainment system clearly shows that the last software update occurred on January 29, 2025 — not August 29, 2025, when this service visit occurred. This is visible right on the vehicle’s screen - SEE ATTACHED. • Your mention of me being “upset from another dealer turning me away” is pure fiction. That never happened and suggests you’ve confused me with another customer — which only adds to the incompetence displayed here. • My request to speak with the technician was made because your team couldn’t clearly explain what was done or how it addressed the issue. That’s not unreasonable — it’s the bare minimum of what a customer should expect when bringing in a $150,000 vehicle for service.

We are nowhere near “on the same page.” I deal in documented facts — you’ve chosen to spin fiction. The more you double down on this false narrative, the more you reinforce the validity of my original review, which remains 100% accurate and supported by hard evidence — not revisionist storytelling.

Your attempt to rewrite history only reinforces the dishonesty and incompetence I experienced firsthand.

If necessary, I will publicly release every piece of evidence — including time-stamped emails, service receipts, and recordings from my Hummer’s built-in front and rear dash cams with audio, which captured both the interior and exterior of the vehicle during my entire visit.

Consider this your opportunity to retract your false response before this goes further.

REVIEW:

I’m beyond frustrated and incredibly disappointed with the level of service I’ve received.

I brought my vehicle in because it displayed a persistent error message on the infotainment screen stating it needed to be serviced and brought to the dealer. This isn’t just cosmetic—the vehicle is currently unable to receive critical OTA updates, including important safety updates, because the download and install process is stuck and requires a reset by the dealer to restart.

I specifically requested to speak with the technician so I could show them the issue and the error message directly. I was told that wasn’t possible. I then provided a clear photo of the error message. Despite this, when I picked the car up, the message was still on the screen—unchanged. Nothing had been fixed.

When I immediately pointed this out to the service team, I was casually told to just drive the vehicle and the message would go away. That’s not a solution—that’s dismissive. It’s been three days and a few hundred miles later, and the same error continues to appear, exactly as before.

This tells me one thing: the issue was never actually addressed, and yet you handed the car back to me as if it were resolved. That’s unacceptable. I brought the car in for a known and documented problem that is affecting system functionality, and you knowingly returned it to me in the exact same broken state.

This is a complete failure of service, communication, and accountability—and it needs to be rectified...

On 10/13/23 I visited this dealership due to my Chevy Traverse’s check engine light coming on. I had a letter saved regarding the exhaust pipe specialty coverage warranty and brought that with me to my appointment just in case, which I’m glad I did. What followed in my appointments with this dealership was awful and I am filing more formal complaints on the dealership and staff I worked with due to this experience. I’m writing this review here in hopes it helps others not have an experience like this.

On 10/13/23 after they did the diagnostic testing on my vehicle, my service advisor explained to me that the front exhaust pipe was causing the issue and the repair would be covered under the special warranty for this job but that they also wrote me up for a muffler assembly repair that would not be covered (and was going to be over $1000 to repair). This seemed off to me as my vehicle is only two years old and I have been keeping up with all the maintenance on it, so I asked for her to have the mechanic show me what they were seeing. When the mechanic showed me the front exhaust pipe leak I noticed that the pipe was held by a bracket that also held the other pipe right next to it. They showed how the issue with one pipe due to the bracket separating definitely could impact the other pipe next to it but they specifically stated multiple times that only the one front exhaust pipe was covered under the special warranty and the other was not. When I asked what the issue with my muffler was they wrote up on my repair estimate, the mechanic said he wrote it up because of a hairline crack he found. When I asked him to show me where this hairline crack was, he did not point to my muffler. He pointed to the pipe next to my front exhaust pipe. At this point, I definitely knew something was off and I told them to schedule me for the front exhaust pipe repair and I would look into this “muffler issue” they were trying to get me to have repaired and look into why they were all telling me the other pipe was not covered under the specialty coverage warranty too when it was clear there was an issue with it too. I asked my service advisor if I could speak with management which she did not coordinate for me and instead said she already spoke to everyone in management and they said no other warranty will cover the other pipe. I had the front exhaust pipe repaired on 10/20/23 when they got the part in they ordered and went on my way.

A few weeks later my check engine light came back on. I was advised to have this matter looked into by a different dealership this time due to my experience described above at Wilson County Chevy Buick GMC, which I did. When I did go to a different dealership, I also found out that the safety bulletin and specialty coverage on the exhaust pipe does cover the other pipe too and this second dealership was willing to do the repair same day and it would all be covered under the specialty coverage warranty. However, when they went to go start the repair they had to pause and showed me how the repair done on my front exhaust pipe had a broken bolt that caused another hole (which was not disclosed to me by Wilson County Chevy Buick GMC) and would need to be repaired again in order to be able to repair the other pipe. Unfortunately now I have to wait on the repair due to the additional part needing fixed being on back order so that they can fix both pipes at the same time.

I’m extremely concerned with how I was treated by Wilson County Chevy Buick GMC and how they handled this in the first place. They either lied to me or did not thoroughly research the specialty coverage warranty, which is now costing me extra time to be able to have these issues fully fixed. This was not a trustworthy team to work with at...