Duran Buick GMC Cadillac review: GMC Cadillac 496 main street Leominster MA

To Whom It May Concern 9/4/2022

I went to Duran Buick GMC Cadillac in Leominster MA., on 8/22/22 to receive service for a check engine light that was on, and a right rear window detection light that was not working. Initially I was told that it would take a few hours. Instead, it took the entire day. While I waited for my car I was informed that in order to repair my car for the check engine light, it required them to “do an air and fuel service ($212.00) and update the PVC hose ($106.75).” At the end of the day the mechanic came out and told me that my car was “all set.” He informed that he road tested my car and everything was “all set.” I drove my car down the road for approximately a mile when my check engine light came on and the exact same symptoms (car hesitates upon acceleration) returned. I drove back to Duran Buick and told them that my car had the exact same symptoms as it did when I came there this morning. The mechanic took another look and then informed me that I needed to bring my car in for several days to diagnose what was going on.

I booked an appointment on 8/22 to bring my car in for repair on the evening of 8/31 with the agreement that Duran would provide me with a loaner car. When I arrived at Duran on 8/31 to drop off my car, the loaner car they provided me with was a GMC large truck. I told Joshua (the service consultant) that I had never driven a truck before and expressed concerns about how I would drive it. It is important to note that I am 69 years old and only 5 feet tall. Joshua told me that was all they had, and I would be fine. In fact, he joked saying “Well now’s the time to go to Home Depot.” On 9/1 when I hadn’t heard from Duran, I called them around 3:30 pm to inquire about my car. They informed me that they needed my car for several additional days because they had to order a part. I asked if I could change the loaner car because I was struggling to handle this large truck. Joshua told me he had an old car that was not in great shape if I wanted that. I said yes. I got the old loaner car, and the gas tank was on empty. I filled the car with gas ($50.00) because I was told they would need my car for several days. The very next day they told me my car was ready. I asked if they would reimburse me for the $50.00, I spent on gas, and they told me “No.” Then they told me I needed to pay an additional $900.00 for this additional repair. When I discussed with them that this payment doesn’t seem right since I had already paid money on 8/22/22 for the exact same concerns, they said “Well these things happen.” After several discussions Duran agreed to take off $265.00 from the bill and that I still needed to pay $647.00.

I was extremely disappointed and felt like I was charged twice for the same issue. When I discussed this with the general manager Bob M., he initially told me he would “look into it.” When he called me back, he began his discussion with questioning me. This questioning was very much like an interrogation and his tone was quite intimidating. I became quite upset on the phone and fearful with this type of conversation. Bob finally admitted they were wrong and would provide me with a $240.00 credit at Duran for services.

I do not feel comfortable going back to Duran because of how I was treated. I am fearful of being interrogated again, being intimidated again and I truly do not trust what they might do to my car.

My overall experience was traumatic even when dealing with the customer service staff who were somewhat unfriendly and rather curt.

In summary are my following concerns/experiences

Being overbilled when I was told the problem had been solved

(August 22,2022 Approximately 4:30 PM)

Provided with a loaner vehicle which was a large truck I struggle to manage (truck provided to an elderly short female) (August 23, 2022, approximately 5:30 PM)

Upon making inquiry of my billing I was interrogated, intimidated, and became fearful with the general managers approach and tone of his voice. (September 2, 2022, approximately 11:00 AM)

As an elderly female I felt taken advantage of because I was informed on several occasions “These things happen.”

Sincerely,

Paula DiPerri

[protected]@yahoo.com