2023 Buick Encore GX Select

I called for a software update and was told to bring my vehicle on the same day.. I was surprised because a different dealership explained my appointment would be a week out. Asking a few times to ensure this was correct, the Chuck Fairbanks Rep stated yes, come on. I was greeted nicely and the software update took about 1.5 hours. Thanks again for making this easy.

Look, service manager is a sweet guy. The service department is just like any other dealership. Slow. The girls behind the counter at the payment area could work on their customers service skills. When brining up my appointment time and asking where I was in line she just snapped and asked me if I wanted my keys back… ummmm no! I came before my appointment time… it’s now past my appointment time… I’m just trying to see where we are. I was told 1 hour when I handed the keys over. We were already 30 minutes into that and my vehicle had not been moved into the bay. The response should never be to give me my keys. I made the appointment and came because I needed the service. Just rude and a dumb question to ask a customer who just needed to keep up with the time due to another appointment needing to be scheduled for service at another location. Now why I gave 4 stars and not 1. The service manager was kind and helpful. He eliminated the need for my second service appointment and got the other thing I needed taken care for me (I didn’t know it was part of my oil change). So my time crunch was eliminated and my stress was taken away. Again, it’s a dealership it’s going to take time. Customers should be able to ask where they are on the process when their appointment time has passed and the time given by the service guys has started to come close as well. I guess just know if they get rude with you the service manager is at least a nice man who knows how to make you feel like you’re not crazy for needing to know when you can expect to leave.

I would like to express my gratitude and appreciation for the incredible work each staff member performed and the hospitality displayed while my vehicle was being repaired in the collision center. The team not only excelled in their individual roles, but collectively they fostered a truly family-friendly atmosphere in their workplace. It's something I value deeply. Even with this strong sense of community, the level of work and dedication that you all delivered is nothing short of outstanding. Sorry that I can only give Five (5) STARS.