I first would like to say I love my new GM Acadia I purchased this past July. Secondly I have never written a poor survey before this day. With that said, my husband scheduled an appointment for my brand new Acadia's first service for 9/2/17 at 9am. The service was to include a license plate bracket, that they did not have time to install the day I purchased my car and a simple oil change. Although our appointment was for 9am 9/2 we dropped off the car the evening before on 9/1 as my husband pre arranged. I gave the key to the young man working at the desk. By about noon on 9/2 we had not received a call that my car was completed so I began to call Medina Auto Mall. I called several times and was transferred each time to the service dept and no one answered. At one point I did receive a message to leave a voicemail and I thought that was odd, I did not leave a message. My husband called several times as well and finally stopped the receptionist stating our car was being serviced and we wanted to know what the status was. She told him that the service department closed at noon and there was nobody there. We then drove up to Medina Auto Mall. To our surprise the service dept was still open. I spoke with a Lori Looks. She stated our car was up on the lift and I could wait for my car. She said it would be about another 1/2 hour or so to have the oil changed. The bracket was just completed. She told me it was a busy day and there were other people that were waiting there for their cars and they were taken care of first. She then went on about how the young man who took care of me the day before was new and she did not see my paperwork. I had already wasted 1/2 my day waiting for my car for a simple bracket and oil change that I had an appointment for. I had them take my car down from the lift as they had not started the oil change yet. I took my car to a nearby Valvoline and had my car inspected, and the oil changed in less than 15 minutes. I had the best customer service there. After my husband and I returned home he called the Medina Auto Mall General Manager Chuck and he was told he was there until 4pm that day. He left a voicemail message asked that he contact us about the poor service we received. We never received a call back from the General Manager or anyone. I will not be returning to the Medina Auto Mall for service on my car or for any reason. This is sad to me because it is in part why I purchased my car there, as it is so close to my home for service when I need it.
I purchased a used GMC Acadia from this dealership. The gentleman who helped us was great and seemed very honest. We did come to get an oil change and tire rotation and now our car is shaking when we drive in the highway. Not sure what happened here.