David, a Service Representative at Cavender Buick GMC North requested my review by text: My response: I’ve been trying to put this very unpleasant experience behind me. I keep hearing your voice, “I can’t be Ubering people back and forth across the city..” If you didn’t plan on keeping your word (to Uber me back to the dealership after work.) You should’ve let me know. I’m in the business of customer service in IT. My service is best in class. I don’t have complaints.
I’ve been a Buick customer for almost 30 years. Sadly, one person’s terrible professional skills can change my loyalty in a day.
When you serve the public, it’s important to be a positive influence. You represent the brand. In the Customer Service business, we don’t know what customers are dealing with besides the issues they present to me. As a customer, I expect the minimum respect and courtesy. What you did was disrespectful and uncaring.
I purchased all the possible warranties I could when I bought my new car because I’m a lady and I don’t need unpredictability with my Buick.
On August 2, I had a morning well-woman appointment with my doctor. At the traffic light about 200 feet from the parking lot, the service light came on the dash that the front driver’s side tire was 8psi. So, at the green light, I drove very slowly into the parking lot and parked. I took several photos of my wheel and sent them to friends and my son who is a professional mechanic.
At my appointment, my doctor was alarmed at my blood pressure levels and wrote me an emergency prescription. Realizing the position I was in, I called USAA emergency road service while the doctor was still talking because I had to get that prescription filled as soon as possible. After that, I called Buick and made an appointment for 1240 p.m. I have a tire warranty, so I expected to have my car back before the pharmacy closed. The time is 1050.
The tow truck came immediately. I arrived at the Buick dealership well before my appointment. I asked you for an Uber to get back to work because my customers are important to me. I planned to fill my prescription after work.
I asked you will you Uber me back here and you assured me that you would. I told you that I get off work at 1600. “You’ll be done with my car by then, right?” You said yes that it was a simple repair. I know Buick has a contract with Uber. So I believed you. I believed you. (My family asked me why I trusted you, but I did without question).
However, when I purchased my car, the salesman told me I’d be given a loaner car for all covered repairs at the dealership.
At about 1545, I tried calling you several times, no answer. I never received the diagnostic video, texts nothing about what my car needed. You never checked in with me, all day. At this point, I felt like you didn’t care but I was still ok. I just needed to get back to the dealership. My coworkers were asking me if I was ok. So you need a ride? No, the service rep said he’d send for me. I had done this several times before with Buick, so I was confident it would be flawless.
At 1630 a young lady finally answered the phone at your desk. I told her I had been calling and I needed David to send the Uber because my phone was going to die and I was ready to return to the dealership. (This was a very irregular day, so I didn’t charge my phone like I usually do at my desk). She said you were at lunch. I said that’s ok. How long? She said an hour. I said ok, When is his lunch over. She said 1730. ” Ma’am please let him know my phone is about to die, just send the lift to Lackland AFB. I’m waiting at the gate. She said ok I’ll give him the message. “Please. My phone is dying and all my coworkers went home. I’ll be stranded.” She assured me she’d get you the message.
At approximately 1732, you texted me:
Hey just touching base with you we thought it was just going to be a tire replacement however the wheel is also damaged. Will be calling it in tomorrow morning. Will keep you posted then.”
Me: ”
So how will I get home ?”
“I wish you had told me this sooner ”
You David “Ma’am I apologize we have been crazy busy. I am so sorry”
Me”I’m standing at the base gate and all my coworkers went home”
You David “Hey, we have it approved however we do have to replace the wheel we have to get it ordered and can have it the next day.
We did get the tire approved. The extended warranty did not approve getting the wheel repaired”
Soon after my phone died.
I waited an hour for the Uber and to figure out what to do.
Eventually, I began walking home.
It was very difficult with the sun out and the temperature above 100°. I was wearing Converse, so the blisters on my feet from the hot pavement made it very, very difficult to continue walking.
Once the sun set, the conditions were a few degrees cooler, but now it’s getting darker and darker, unsafe.
I felt like I was about to pass out so I stopped at McDonald’s around 2100 to drink Powerade. And try to make a call. I don’t have my phone numbers memorized. The hardest part wasn’t the physical and the heat, but the fear. My PTSD symptoms were unbearable and I just wanted to quit trying – to survive.
I made it because I’m strong. But it has been the most difficult thing I’ve ever had to do in my 53 years!!!
I had another doctor’s appointment on Thursday, August 3, but I wasn’t able to walk without extreme pain, so I called off work and canceled my morning appointment. Needless to say, I hadn’t filled my prescription yet.
The entire experience was traumatizing.
Later Thursday, I came into Buick to get my car. I didn’t have time or energy for whatever you were doing. I just wanted my car back. I wasn’t rude because I wasn’t angry. I was hurt.
It hurt me that you were okay with yourself after the way you handled my emergency. When I got to your desk and asked you why you never asked me how I got home, you said ” I can’t be Ubering people back and forth across the city ( with your hands waving around)!”
You have zero empathy for your customers – none.
On top of everything! Several people including my son and the man who repaired the road rash on my wheel told me the wheel repair was ugly but unnecessary.
You do not belong in customer service!!!
I am still not 100% myself physically.
I have not worked at my part-time job since before this happened. I am still affected by your low level of customer service. I don’t know what I’m going to do if I need service again for my car. I need to find somewhere that will honor my warranty without fail. And I pray to GOD my tires last and I don’t have to go. “….I can’t be Ubering people back and forth across the city.”
At this point, I don’t ever want another Buick.
