Orange Buick GMC — Local services in Orlando

Came in last Wednesday 4/9 at 7am because of a check engine light. I already had run the code through a code reader and told them what it was. They said give them 2 hours and we would know for sure. Around 2 hours later they confirmed it was the engine oil pressure control solenoid. Gave me an outrageous labor quote and a bill of over $4,000. Obviously I didn't have much of a choice as the car was disabled, so I asked as a customer who purchased that truck new from you and a 6 yr extended warranty if there was any break on the labor that could be done. This is when Latanya Wilson, who is obviously paid a commission off of these outrageous numbers, just stared at me and said "no sorry, what would you like to do?". Like zero thought, zero care, just what you wanna do?... Ok well an entire new motor is $4,000, but again what choice did I have at this point other than call a tow truck and pay that and your initial check fee. So I said I have no choice, let's go ahead and do it. So she looks in the system and says she has all the parts in stock and that it's an all day job, so would likely complete in the morning. I told her I travel for work and that I would be gone the next day, but would arrange for someone to pick it up. Next day comes and goes with zero updates... The weekend comes and goes again with zero updates. So Monday morning I get back to town and call her desk and get transferred to someone else's desk because she was off. No problem, but he then proceeds to tell me on Monday that there was a part not in stock and they haven't even touched the truck. Now we have a problem. No communication and was told it would be done next morning, now were 5 days later and it's not even started. Ok so I ask when the parts coming in and he stated that afternoon(Monday). He then states again it's an all day job and that it would likely be ready to pick up Wednesday morning. I told him I appreciated the updated and that I was again heading out of town and would have to pick the truck up Friday morning when I return. I asked if you were gonna hit me with any fees for it sitting 2 days and he stated that he would not. So Tuesday I call back for an update from Latanya and she states that it hasn't been started because the other service advisor noted I was out of town until Friday. Obviously upset, I asked her why originally this was told to me that it was a one day job and now 6 days later we hadn't even started it. She stated that she had told me we were missing parts originally, which was not the case, and that she would get it started right away. So I canceled my work trip and Wednesday at around 3pm she called to let me know the truck was done. So I'm glad to know your techs make $3,250 a day in labor, that's absolutely impressive! The worst part is still to come... I get there 30 minutes later to pick my truck up. I get no apologies for it taking 7 days, I get no care in the world, I get no sorry, I went ahead and took "X" percent off for the delays or troubles... Nope, I GET "OH IS THIS A CREDIT CARD... THAT"LL BE ANOTHER 3% PENALTY"!!!! THE WORST EXPERIENCE OF MY LIFE IN ANY SERVICE SETTING. I asked "where and when was I told that ahead of time". "Oh that's just our policy sir..." Wonderful customer service!!

Not that it matters, but I'm a regional sales manager for a major boat company in town, I visit dealerships for a living. I was also looking for a new truck in the very near future. You guys have lost all touch and the experience was an absolute joke. You clearly don't care, but I will never step foot back on your...

I received a sweepstakes mailing from this car dealership. When you play the attached game card, it clearly shows that I won $5000.00. The flyer states “Lift tabs on card. If you have a matching pair, you win” and the 777 prize shows $5000 cash. There is a phone number on the flyer to call. Reading the mailer, you are led to believe that when you call the number, there will be a verification or further instructions. Instead, a recording answered and simply said something similar to, “Due to high interest in our contest, we cannot take your call personally. Please come down to the dealership to claim your prize!” So I did just that. I brought my winning card and flyer to Orange Buick GMC. There was a prize counter being run by several individuals. Warry that this was going to be some type of scam, I had my wife record the interaction with the man at the counter. He was extremely rude and condescending. He said that I did not have a match when I clearly did have a match of the three 7’s. When he said that I won nothing, I walked out and contracted the dealership by text, phone and e-mail. Jessica got back to me from sales and let me know that she would bring it to the attention of management. I followed up several times and she said there was nothing she could do. I also reached out to the GM, Omar Rodriguez. He did not get back to me either. I am posting this information for would-be customers of Orange Buick GMC. If these are the desperate tactics they use to lure clients into their dealership, how are they going to take care of you after they sell you a car and have cashed the check? If they do not honor their advertising and prizes that someone wins, will they honor their commitments to you should you make a purchase? Make your own choice, but choose wisely! I hope this helps other people from wasting their time with their fictitious contests in the future! I wrote to Victor Hodge, General Manager and explained my concerns to him. His reply to me was, "The mailer meets all the guidelines for the state of Florida advertising. If you wish discuss it further you can with the add agency that sent the mailer. If you need the number I will be glad to forward it to you, they are responsible for ensuring all advertising laws and guidelines are met." So, their marketing company puts out a dubious marketing piece (which Orange Buick probably had to approve) and they just wash their hands of it. Very nice. I replied back to Mr. Hodge, " I must add that in business, there is what you can “legally” do and what you should “ethically” do. Great businesses care about their reputations and serve their community by doing the right thing. Businesses that fail often do things only to maximize profit or sell more product. Your answer seems to indicate which philosophy dictates the actions of your firm. I suggest you reevaluate your priorities at some point. It would probably end up doing wonders for your...

To Whom it May Concern at GMC / Orange GMC,

I wanted to share my recent experience with your Orange GMC dealership. Overall, the customer service from Sales Manager Vernon and Sales Representative Sherry was exceptional. They were both professional and worked tirelessly to make things right after a significant issue occurred.

Unfortunately, the vehicle I had put a deposit on was mistakenly sold to another customer while it was being prepared for delivery. This was particularly upsetting as the car was intended to be a Christmas present for my wife. However, Vernon and Sherry went above and beyond to replace the car and ensure that I was made whole, which I truly appreciate.

That being said, I am compelled to give one star due to my experience with your Finance Manager, Jason. I encountered a situation where I was purposely misled and treated dishonestly during the financing process. Specifically, Jason falsely represented that by accepting vehicle protections (paint and tire protection), my first payment would be waived. He claimed this was an incentive, and I would see no change to my monthly payments as the first payment would be absorbed into the overall contract and he would reduce it to 35 (in essence, the dealership would make the first payment for me).

However, upon reviewing the contract, it became clear that the first payment had not been waived but was instead charged against my deposit. Jason quickly realized I had caught this direct lie and quickly voided the agreement, then re-did the paperwork without the additional charges for the warranties. This was very deceptive, and I believe many others, especially those who are not fluent in English, have been and are continuously falling victim to these tactics.

I have serious concerns about Jason's practices, and I believe this situation warrants investigation. I suspect that this is a systemic issue within the dealership, and it may be helpful for you to review these procedures to ensure they are in line with ethical sales and finance practices. There are ways of selling the additional warranties (needed or not) without scams.

While Vernon and Sherry were a pleasure to work with, Jason’s behavior which screams for Consumer Protection Agency intervention, was a significant stain on an otherwise positive experience. I hope this feedback helps improve the transparency and trustworthiness of your dealership moving...