ED Magedson – Founder
Wilkins Buick Gmc6913 Ritchie Highway Glen Burnie, Maryland USA
Wilkins Buick Gmc Horrible Service Center Advisors Glen Burnie Maryland
Purchased a certified used GMC vehicle in Pennsylvania (2 hours drive). After about a week noticed a problem with battery staying charged. GMC certified is nationwide, so took my car to Wilkins, considering it was the closest dealership I knew of. Explained to service manager the problem and he said there should not be a charge. After about an hour of waiting he came back explained the battery was bad and said there was a diagnostics fee, over $100. He explained that I should call the dealer where I bought it and they would have to replace the battery. Had the car less than 30 days. I had little experience with Certified warranties, so I paid the diagnostics fee.
My husband, when he found out, was very upset. He is a mechanic himself and explained that hooking a volt meter to the battery does not count as a diagnostic service and that any diagnostics should have been covered regardless. So he called the dealership and wanted our money back. They said absolutely not. I call GM and magically they called, apologized, and reimbursed my money. GM explained that the diagnostics fee was charged incorrectly because it is still under warranty. I called the original dealer and they said to buy a new battery and they would reimburse the money, they did. They were great. Also, they could not understand why Wilkins did not offer a replacemnent battery at least, considering the battery is not covered under warranty.
Second time, I thought I'd give them another chance because it was a battery and not anything major, I took my SUV in for minor issues. Again, the service manager, wanted to charge diagnostics fees for 2 seperate issues. I explained the warranty and he basically argued with me about the coverage and seemed determined to charge for diagnostics. After dealing with this advisor and not getting anywhere I asked for my keys back and left. Called GM again, they are absolutely wonderful and professional by the way, and explained my experience. They were confused by Wilkins charges because the vehicle is under CERTIFIED WARRANTY. They hooked me up with another dealership, JBA Chevrolet, and they were awesome, courteous, friendly, professional, and knowledgeable. Take your GM vehicle there. they know how to treat their customers. Also, they were 3 times busier than Wilkins when I walked in. I guess professionalism means something to consumers. It may be possible for Wilkins to be as busy if they get their act together.
This report was posted on Ripoff Report on 11/05/2013 07:35 AM and is a permanent record located here: http://www.ripoffreport.com/r/Wilkins-Buick-Gmc/Glen-Burnie-Maryland-21061/Wilkins-Buick-Gmc-Horrible-Service-Center-Advisors-Glen-Burnie-Maryland-1097019. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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