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  • Our GMC Acadia needed service so I made an appointment for 10:30am on Thursday. Dropped off the car for service. By 2:30pm I still hadn't heard from the service department so I decided to call. Was told the service rep was busy and left a message. After 30 minutes I still hadn't heard back from anyone so I called again. Finally got in contact and was told that he needed to put the phone down to see what was going on with my car. After waiting for literally 7 minutes with his phone laid on his desk I decided to hang up and call back. At this point I was wondering why I hadn't heard about a diagnosis of my car. It'd been 4 hours since I dropped it off with zero updates. When speaking to the service rep he admitted that the car hadn't been looked at yet because they were short handed. I informed him that I wasn't happy at the amount of time that had passed without any update of the issue or time frame and that I would be down to retrieve my car after wasting the day without a car. Once arriving at the service department I asked to speak to the service manager. Shortly there after a man arrives whom I explain my situation that we are a two car family and couldn't be without our car with no idea of what needed to be done and how long it would take. The manager then explained that our 10:30am appointment was more of a drop off time. So I asked the point of an appointment time? 4 hours after dropping it off seems like a reasonable enough time to diagnose the issue. And if not a phone call to inform me of any delays would seem protocol. The manager then offered a rental car to remedy the situation. We own a 7 passenger for a reason. The 5 seated chevy they gave us has us scrabbling to find ways to get everyone and everything to needed destinations. It's now Sunday and the only reason I have any clue what is going on is because I've had to track down our service rep. In fact I got more information from the receptionist because the rep wasn't there. She guaranteed that the car would be done by Monday. Nothing seems to be organized and absolutely zero communication. I'm praying that we are able to get our car back with no more delays but at this point I'm not counting on it. My advice is to avoid the service department and save yourself the headache. Servicing our car isn't asking for a miracle but to get it done here seems like it may be.
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