Don Franklin Lexington Buick GMC

by Danny Hudson on 07/22/2023

Very professional people I would recommend them to families and friends

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by Jeff Klein on 05/06/2021

I took my new truck in for service to have the back window replaced due to a defect. The service dept took off the back glass but then realized (conveniently) that they could not replace the new glass but needed a glass company to put it on. After three missed appointments (3 days) of the 'glass person' not showing they finally arrived. Then, to replace the glass correctly they had to take out my child seat. Instead of calling me to figure it out, they panicked and cut the seat belt to get the seat out (for your parents out there, it is a Britax ClickTight seat -- takes literally 1 second to get out). No big deal, except there were no seatbelts apparently in the entire US. So, nearly 30 days later a seatbelt arrived, they installed/replaced it, and I was able to pick up my truck. Over the course of this time, I felt the need to call for an update at least a dozen or so times because I received next to zero communication. The only saving grace was that the service tech I was dealing with was entirely understanding and sympathetic (though he was the one that cut the belt, so maybe guilt played in there!). Then, the moment my truck was ready, my phone was blowing up nearly twice a day asking for when I was coming to pick up my truck because the "loaner" car they had given me was "going out of service". No kidding, I had the car for over 30 days! But the audacity and irony was stark; the moment THEY needed something it was all-to-important for them to communicate that fact. It doesn't end there... You would think common courtesy for such an a massive inconvenience would be to ask how they could make it right. But that question was never offered. I had to ASK if they would wash it for me before I picked it up!! And, on top of that, I reached out to the dealership 9 times and left 6 different phone messages and three different 'live chat' messages for the Service Manager or the General Manager to give me a call -- I just wanted to be heard. Neither of them bothered to call me back. By the way, if either of you are reading this, I'm reasonable and would still take your call should you feel so inclined. As a few examples of what I mean by knowing what service means. The difference between crap service and ok service is that they could have OFFERED to wash my truck before giving it back. The difference between good service and great service is they could have offered me my next routine maintenance for free or here's a $x gift card to our accessory shop. The difference between great service and excellent service is they could have asked me how to make it right. I think most people are reasonable, "right" to me meant I would have wanted to be heard (which is why I called the SM and GM in the first place) and at least had the thing washed. That being said, simply by going to the extreme of writing this review, my perspective on reasonable has changed. I could not be more disappointed. Talk about feeling like a number. My dad has been a Don Franklin customer for 10+ years and is part of the reason I went to them in the first place. He was shocked when I told him this story, which says a lot about how disconnected their dealerships are. All in all.... I would go anywhere but here for service. And if you're going to buy a new vehicle, don't start your relationship here. Make the drive to Richmond or Frankfort and avoid this train-wreck of a dealership. It is worth the hassle.

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by The Wrights on 02/12/2020

Made our experience purchasing our 2020 GMC Terrain a wonderful one! Everyone at dealership was kind and helpful. Our salesman, Marc Franco was especially helpful with all the technology on the car! We would recommend this dealership and any of its locations to anyone.

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by Bill SR on 01/16/2019

Went in for a simple oil change and staff pointed out other items that we in need of my attention. Everything was fully explained to me and repairs were accomplished very quickly. Thank you very much.

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by R-Smith on 11/28/2018

I have given your service dept. 3 chances. Each has been worse than my previous visit. Simple tasks like getting our contact number right in our file means WE have to call YOU to check on our truck, even though we have privided the right number many times. Using our extended warranty package has been a complete challenge every single time. Yesterday was the last straw though when Kacie fabricated an entire conversation I didn't even have with her and accused me of "cussing her out". I NEVER even spoke to her! Then Christy went on the attack with her when I told her I wouldn't be returning. Neither of these ladies have the integrity to deal with customers I am sorry to say. I will drive 30 miles to Richmond from now on to avoid seeing either of them again. That says it all.

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by RicRou63 on 10/17/2018

Casey got me in for a oil and tire service real quick and professional

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by A_Blackburn on 03/02/2018

We stopped in to just look at the Acadia no plans on purchasing . But, with the help of our salesman Stephen and the finance manager we left the lot that night with a new Acadia. They were great ! Quick and to the point!! Best experience purchasing a vehicle we have ever had by far! Would highly recommend to anyone!

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