Gorman McCracken Volkswagen — Local services in Longview

It was a bumpy experience trying to get my car fixed. Under normal (no covid) circumstances I would have given only 1 star.

It was my first time at this Mazda dealership. First, Make sure you sit in the waiting area, I sat on the couch in the show room. One of the sales guys saw me sitting there and he was very aggressive. I told him my current car was great and I was there to get a Second key made and minor maintenance. He told me that I needed a new car. That my current car (mazda 3)would begin to break because I was at 102,000 miles. That kind of upset me. My friend has one that is still running great at 250,000 miles. So after 20 mins of saying no and calling my husband to tell him no, he finally laid off and showed me to the waiting room.

Then the service guy came to explain that they needed to order the part needed to fix the lock. Second source of frustration, I told him i wanted a simple key like the one i already had, not a keyfob. He said I had to get a key fob. I dont like key fobs. (I have had a battery in the fob quit and wasn't able to get into my car before. I was a couple hours from home when it happened. I had to get a ride home to get the spare key to get into my car. Then had issues with getting both fobs working correctly after getting a new battery.) I finally said forget the key and just fix the lock. It was my understanding that the car needed to stay for the day. So I took the courtesy van home.

If you need to use the courtesy van service, plan a couple hours (covid issue?). Out of (5Xs) that i needed a ride, i only used the service once (i waited an hr for the first ride) Every other time a ride was needed, the driver was MIA or it was a 2-3 hr wait for pick up. I do want to add that the driver was polite and safe when I did actually wrangle the 1 ride.

When talking to service department, use pictures or just go talk to the parts department to clarify what you want. I kept telling the service guy I wanted a basic key ($50) like the one I currently had, and he wanted to sell me a fancy key fob($140) and said what I wanted wasn't available. The parts department helped straighten that issue out. I was talking to the lady about something else and I made a comment about my earlier conversation with the service guy. Turns out they did have what I wanted. I did ask her to tell the service to please program the type of key I wanted. The door lock was another matter. After waiting all day, I finally called them at 3:30 for them to tell me it would be the following tues before the car would be fixed (it was thurs 9 am drop off). They offered to come get me so I could have my car for the weekend, but he didn't know where the courtesy driver was or when he would be available to come pick me up. So I opted to just leave the car there. My confidence was shaken at that point that what I wanted done would be done. So I found a ride to the dealership Fri to make sure that everything I wanted was clear and would get done.

So the car was ready to be picked up Wed, he called me around 10 am. Again he didn't know where the courtesy driver was or what time he would be back, original guess was maybe be picked up around 3:30-4. So I decided to find another ride to the dealership. I made it there (10am) to pick up the car. It wasn't fixed. Another trip wasted, Grrr. I had to go back home because he wasn't sure why it wasn't working. The mechanic swore it was working the night before. ??? All I know is what I wanted fixed wasnt fixed, after they put the expensive part on. It still was not fixed. So I am still unsure if the expensive part was truly needed to fix my car. Did they charge me for a part that wasn't needed, when it was just a simple reconnect? I will never know. I will also not take my car back to that dealership to be worked on again.

I did get my car back fixed ($667 later) finally at 5 pm Wed night. But it was all a very...

I wish I could give 0 stars. My experience started out great. Super easy, but as soon as I put my down payment down its been absolute hell for the last two months. I bought on a saturday, they said the would deliver the car thursday cleaned and sanitized, and with remote start added. Delivery was a nightmare, they ignored all my calls and emails asking for updates and trying to get the car delivered. It was delivered with a malfunctioned tire pressure censor, no gas, dirty inside and out, and 3 huge paint chips that were not there when we visited and test drove and purchased the car. It was also missing the antenna at the top of the car, which they assumed was stolen while the car was on the lot. The remote start also did not work. It took 2 days to get ahold of anyone. Finally got a hold of Lance who is a manager, and he assured me this was not how they do business and gave me his word it would be taken care of and the car would be picked up and fixed on monday. Monday came and heard from no one. Tried calling, got the run around. Finally someone shows up to pick up my car to have these things fixed. They return it the next day assuring everything was fix. The first thing the man who was delivering the car said to me was "The tire pressure light is still on." not to mention the car was still dirty, zero gas, no antenna and the huge paint chips still there. Me and the driver tried calling the dealership to see what they even did to the car, and no one would answer. I finally was given the Dealership managers information. He contact me back after sending him the long list of issues over a 2 week period via email. Lance tried to deny our conversations as did his salesman in front of their boss who was on the phone with me. Luckily I kept all emails and texts and pictures of the car as proof of my claims and proof of them lying. The manager Thomas ASSURED ME this is not how he does business and is a man of his word. He also lied. Must be where his supervisor and salesman learned to do it. He said a driver would be at my door at 10:30am guaranteed and they would have the car cleaned, paint fixed, antenna attached, tire pressure light sensor fixed, and remote start programed and a full tank of gas per my contract I signed. Promised they would keep me updated. Nothing. I tried asking where the driver was by 11am, since he was so adamant about being a man of his word and guarantying 10:30am. Nothing. Finally a driver showed up at noon. My car was taken yet again to be "Fixed". It was not returned nor was I kept up to date unless I pestered them for 3 days. My car was returned with everything finally done, and with 20 miles of gas left in the tank, not to mention over 250 miles put on my car with them taking it back and forth and not fixing it. They offered nothing as compensation and mailed a $20 check for gas after I laughed at them not even doing the bare minimum of putting gas in the car which they had guaranteed the day they delivered it that they filled the car up. Now here I am 2 months later after my purchase with no tags, the temp tags expire tomorrow, no spare key they were suppose to mail a month ago, and no paperwork for the car that was apparently mailed 3 weeks ago even showing proof that I had purchased. Luckily I remembered who they financed the car through and contacted that bank to get my account info so I could make my first payment last month. My husband is still in contact with the dealership today trying to get our key, paperwork and tags. This place and experience has been an absolute nightmare. Alex, Lance, and Thomas have done nothing but lie and I have all the emails, texts and photos as proof if they want to try and say otherwise and will happily post them to warn others. DO NOT SHOP OR TAKE YOUR VEHICHLE HERE! Once they have your money, you do not exist to...

Was promised 3 oil changes when we purchased our car in 2020. In 2021 we attempted to use our first oil change. I was met with an unnecessary amount of resistance. I was at work and my wife brought the car up there. No one had any idea about this despite the fact it was on the "what we owe you page" they had on file. No one looked or attempted to look. Instead I was on the phone with them for over an hour. Eventually they gave her the oil change. Fast forward to a year later. I was constantly getting emails from Thomas in the service department. I sent an email back asking for them to verify the validity of my promised oil changes so I wouldn't have a repeat of the previous year. I was also notified thru text that my vehicle was due for service. I responded back to the text and was told Thomas no longer worked there and that is why no one was responding to my email.( The email that I sent was shown to be read). Aisha told me the current service managers would not honor the promised oil changes. They didn't even attempt to look at the "what we owe you "page they had on file. Which I had indicated via text. After talking with Aisha she was able to locate the document and they honored the oil changes. We then scheduled for the next day to have our vehicle serviced. My wife arrived 10 minutes early with our 5 year old daughter only to be backed into by a technician. My wife said the technician never acknowledged her or said sorry during this whole ordeal. My wife agreed to have them fix our vehicle they backed into. Thankfully my father in law drove up there as they did not accommodate her with a Rental. They offered no solution as to help with the incident they caused. The next day Aisha calls and ask why we missed our appointment. There was absolutely no communication within the departments. She had no idea that the technician damaged our vehicle. I voiced my disappointment and was told a manager would call me back. No manager called. My wife called back Tuesday to check the status of the vehicle and was again ignored. No one called back. I called and Spoke to a manager approximately 30 min later and was given very little details. Was told to call back in 3 hrs in hopes that the car would be ready. No attempts to remedy there lack of courtesy was made. We eventually got our car back. 2 stars only because of Aisha help, she seemed to be the only person who cared. I feel bad for her knowing she has very little support. My wife did say the last manager she spoke to was very courteous unsure of his name but am thankful for him too. I'm sure he would be very upset to learn how all of...