Capitol City Buick GMC

by S&JRobinson on 09/16/2023

I had a very upsetting experience and was charged a lot of money for absolutely nothing! I called them and told them my 2020 GMC Terrain's warranty had just run out this summer (even though it only has 11K on it) and now my back up camera had a blurry picture, and I needed a new one unless there is a way to repair one. They said they don't keep them in stock and would have to order one & that I could come in so they could diagnose the problem. I asked if they could order the camera first so I could get the repair done in one visit and was told no, that they had to diagnose it first. I asked the price and was told the camera was $200 + and it would take about an hour to install. So, I made and went to this appointment to have them "diagnose the problem with the camera". I already knew my problem was my back up camera picture was blurry, and it had no wiring problems as there was still a picture. I assumed this would only take 15 or 20 minutes at the most and that they would either find a simple problem (maybe a scratched lens or moisture under the lens) or just order me a new one. I was left in the waiting room for almost an hour at which point they sent me a text message and an email with a video showing my vehicle's air filter out of the car on a work bench and also them videotaping my back wheels (brakes). I texted back and said "Have you found the problem with the backup camera yet?" to which I received no reply. So, I went out to the service desk and asked the same question and was told they weren't finished yet, & to go back to the waiting room for another 15 to 20 minutes. Finally, I was told to come back out to the service desk where they presented me with a bill for $146.37. I asked what this bill was for and they said it was for the diagnosis. The bill was for one hour of service @ $139 per hour and a 6.95 service fee. I said "you never told me there would be a charge just to order me a part". They replied "I told you there would be a diagnosis" I said but you never said there would be a charge for a "diagnosis" and having always had a car under warranty I did not know about this practice. I asked if I could just settle up once the backup camera was replaced and at that point this rude woman came out of another office and said you have to pay now so we can close this bill out. I said "no one told me there would be a charge for this and I didn't ask for or authorize you to take anything off my car and inspect it at my expense during the 1-hour visit". She said we didn't take anything off your car. I said I have your video on my phone and my email showing otherwise! She said do you still want us to order the backup camera and I said "of course! I have wanted that ordered since my original phone call!" They would not let me leave without paying this bogus invoice of $146.+ less a few dollars of rewards I had so I used my Mastercard and paid the bill so I could leave!

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by Mksepka on 04/11/2017

The service department is really great. I like how they listen to my concerns. I am always satisfied with the work they complete on my car.

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by vt2335NYCanyon on 02/02/2017

The purchase of my 2016 Canyon SLT from your dealership couldn't have went any better. My salesman was excellent in carrying out every detail of the sale. He was very knowledgeable and engaged in explaining everything my new truck featured to me clearly. I was very pleased with the truck when it was delivered to my home in Port Henry NY. The delivery was a much needed service for me as my work schedule just didn't allow for the time to pick up the truck I purchased. I never would have been able to make the purchase without that service. The salesman and sales team has made a life long customer out of me for sure. Other dealerships I interacted with were only interested in making a sale and that was clear. Capitol city was interested in building a long term business relationship and I look forward to doing business with Capitol City in the future as I will purchasing my next truck from Capitol City. Thank you for everything you did to make the sale and delivery as smooth as you did. I now have a beautiful state of the art, very rugged pick up truck that is ready for any weather, anytime and at a price no other dealership would come close too. Until my next purchase and my next review, Thank You!! - For those people out there looking for a 1st class vehicle and 1st class service I strongly recommend a visit to Capitol City. - R Scott

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by 2016GMC on 12/12/2016

Not your typical sales group just trying to move vehicals. After getting my time waisted by other GMC/CHEVY dealerships I was very impressed with Berlins truck selection. They stayed open late to finish up my paper work and make sure I was 100 percent happy with my purchase. I will not buy another truck from anyone else. Good service is hard to come by and these guys have it!! Best GMC dealer in Vermont PERIOD. Thanks again

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by Connan357 on 05/13/2016

First off, the young man that helped me was great, the problem came from above him, first they called me and asked how they could earn my bussiness as I was looking at a Chevy from a competing dealership. I told them what they would have to do , the salesman checked with the sales manager and called me back and said Ys we can do that deal! I said great , I will let the other dealer know and come down tomorrow and pick it up. When I get there, pick out the truck and get ready all of a sudden the sales manager sAys we can't do that price. I could tell the salesman was very imbarrassed and at the end I left without a truck. I was so furious I emailed the Manger, to his credit he held up the deal I was told they could do. They delivered the truck the next day, it gets better! I told them I wanted to transfer my plates as I just renewed them. They showed up with new plates, I called the sales manager and he lied to me again! Telling me you can't transfer playes to a lease, he latter backed down and admitted you can! They also tell you they will give you a full tank of gas! Great right, well look in the small print, they charge you $150 for that $50 tank of gas! wait for it, they also told me every time I get my truck serviced it will be washed and vacuumed, at this point I shouldn't be surprised to find out that was a lie as well...Need I say more!

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by no_tv_4_me on 01/17/2016

"Buy or Lease a vehicle during the month of November and get a free 50" TV" I am still waiting for my TV. I took delivery of my truck Nov. 11. Due to a "mix-up" in paperwork on their part. I was unable to register or drive my vehicle from December 11 until January 13. I was even told by them to "drive your vehicle and just tell the police (when pulled over for out of date plates) that the paperwork is being "worked out." Yes, they made the payment for the month, but not the insurance payment or help me have a vehicle to work as this is a business vehicle.

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by tjakob on 04/30/2015

Honestly, the worst car buying experience in my life!! I contacted Capital City Buick GMC last Saturday regarding a "new" 2015 Yukon they had listed on their website. I spoke with a sales associate, Jay T. about the vehicle to ensure it was still available. He confirmed it was. My family and I had been seriously car shopping for about a month and were very ready to buy, however before making the 170 miles trip to Berlin, Vermont from outside of Boston, Massachusetts, I felt I needed to make sure I was not wasting a Saturday for myself, my family, or the dealership staff. I asked Jay if the price on the Yukon was firm, or if there was room to negotiate further, and he assured me there was still room to negotiate. I also told Jay what the specifics of what my trade would be and its condition as assessed by four other dealerships. I wanted to make sure my trade was most likely going to be in the same range as the others. He assured me I was visiting on a special day because they just so happened to have some corporate appraisers on hand to ensure they paid top dollar for the trade. Let me also mention he assured me of two other things; their dealership had NEVER lost a deal based on a trade AND his offer on my vehicle would be just as strong as other dealerships in my area assuming the condition of my vehicle was as described. Based upon these facts, my family and I decided to make the trip to test drive the vehicle. Jay told me he would get the vehicle prepared for our arrival and told me to see the Sales Manager, Travis P. when I arrived. We set an APPOINTMENT to meet with Travis for 3:00 p.m. My family and I drove the 170 or so miles and arrived promptly at 3:00 p.m. My children were very excited about the prospect of a big SUV and looked for it as we pulled n the parking lot. Though told it would be prepared and “out front” when we arrived, it sadly wasn’t. I was met at the door by Jay, who was pleasant and welcoming. He showed us our name on their “VIP Board” and then he went over to Travis as we had discussed. After a few minutes, Jay returned and informed us Travis was unable to see us so we ended up speaking to another Sales Consultant; I believe his name was Scott C.. Scott was also initially pleasant and had a good demeanor about him. He went across the street to a secondary lot and retrieved the vehicle. It was evident no “preparation” of the vehicle took place; it was quite dirty. That didn’t bother me, it was frustrating only because I was again told something that was untrue; that the vehicle was to be prepared and out in front of the dealership upon our arrival. My family and I took the vehicle for a test drive while their “expert appraisers” assessed our vehicle’s value. During the test drive we all heard a loud rotor-like noise come from the vehicle; all windows and the sunroof were fully closed so we were perplexed on what the noise could be. We drove back to the dealership and told Scott about the noise. He stated it was a known issue with that truck and there was a repair available to fix it, they just hadn’t done it yet. Keep in mind this is a relatively expensive, NEW vehicle. In all fairness, Scott did state the vehicle would be fixed if I decided to purchase it. I was just surprised it sat on the dealership lot for many months without being fixed. Scott and I then sat down to discuss all the financial aspects of the deal. While this took quite some time, it was not unreasonably long. Unfortunately however, it quickly became evident I had fallen victim to the exact sales tactic that has given the car buying experience such a bad reputation for the 24 years I’ve been driving; dishonesty and empty promises. Despite Jay’s confirmation they would offer a very competitive trade offer (assuming my vehicle’s condition was as I described it and they did not contest it was not), they failed to even come close to any recent appraisals I had received (including one just the day before). Remember, Jay also told me over the phone the dealership never lost a deal due to a trade. Jay was also dishonest in his statement to me over the phone that the new vehicle’s price was further negotiable; it was not and was told the vehicle was already discounted below MSRP. It became clear we would be unable to agree on terms, nor did I want to at that point after feeling deceived and that my family’s time was not valued. Before leaving, I asked to speak to Travis to politely express my dissatisfaction and frustration over all that occurred. He looked at me coldly and stated it was not their business practice to inform customers of potential trade values or negotiate prices over the phone; this left me feeling he was implying I was not being truthful about my experience with his staff. He also was unapologetic about not keeping his appointment with my family and I. His attitude and cold demeanor said it all that day; this dealership is far more interested making a one time sale, than it is about long-term customer service and satisfaction, and they will do anything, to include lying and manipulating potential buyers, to make a sale. It really is too bad, it was a very nice vehicle and the experience left my family very disappointed, making for a long, quiet ride back to Massachusetts. I strongly urge anyone looking to shop at Capital City Buick GMC to strongly reconsider. I can only base this on my experience, but I simply cannot overstate just how unbelievably unprofessional this dealership appears to be based on my personal experience. I am fairly certain someone from the dealership or their corporate staffers will post a contradictory statement, and perhaps even attempt to discredit this review. Dishonesty is apparently and unfortunately an accepted practice and they wear that distinction like a badge of honor.

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by Leah_Rackliff on 04/13/2015

I had a great experience at Capitol City Buick. The staff was great and the service was excellent. I feel that they gave me the best deal/support in choosing my vehicle. I will definitely recommend your dealership to friends and family!

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by JCGMontpelier on 01/27/2015

The staff at the dealership are excellent nice and courteous. The internal program for the online appointment scheduling does not work properly. I made my appointment online. However the service area was not informed. Luckily I called to confirm. This in no reflection on service only the coder for the program. Lack of integration can be easily fixed or eliminate the online scheduler. Also get a Keurig coffee machine, the old fashion system is so 90's :).

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by shagie14 on 01/17/2015

Guys are great in service and parts. sales people are also good people .This my third trk and no complaints about capitol city what so ever

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by AJs15 on 09/05/2014

When I walked in you told me you were going to sell me the truck and I did not think it was going to happen. To my surprise I drove the new truck home that day.

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by VTL on 04/16/2014

Stay away from these people! My husband and I went to Capitol City GMC to buy a vehicle as we had gone to them for years to have our vehicles service. We were told we could only receive the rebates and incentives that were being offered at the time if we took the higher rate financing available through GMC. We asked if there other options available more than once and were told no. They told us to keep the loan for three months and then just refinance. I found out from another GMC dealer that they don't get their percentage unless we keep the loan for 3 months. When we confronted the general manager Ed F he was very rude and lied and said we were offered other options. Long story short, not honest people so beware if you choose to deal with them. Apparently they only care about the quick sale and not about repeat business. This was the worst car buying experience ever!

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by docdb on 03/29/2014

I recently purchased a 2014 GMC Acadia from Capitol City and worked with Nathan W throughout the process. What a seamless, stress-free experience! I used the Edmunds site to receive online quotes from several dealers. Nathan quickly responded and after confirming model trim, options, and color he sent me a prompt quote via email. After a couple of email exchanges we hashed out the final details over the phone. This all occurred prior to receiving a quote from any of the other dealers. In the end, Capitol City offered the best quote and due to Nathan's professional, enthusiastic, and courteous attitude I did not even feel inclined to haggle with the other dealers. I was a bit hesitant at first to make a transaction like a car purchase sight-unseen through the internet. I had already driven an Acadia at a local dealer and was ready to deal with them, but they really dragged their feet during the process, which I took as a lack of professionalism. So, I decided to give the online experience a try. The only downside was that Capitol City is about 1.5 hrs from me. No problem! They had the car delivered to my residence at my convenience, for no fee. After 3 months, I am extremely happy with the vehicle and the entire purchasing experience. No pressure or dealer games and it was all done from the comfort of my own home. Thanks again to Nathan and the Capitol City team!

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by Shepherd123 on 12/17/2013

I searched online everyday for many months looking for a quality Mercedes Sprinter. I found a recent trade at Capitol City GMC in Berlin VT...over 2OO miles away. I bought the van sight unseen, mainly due to trust developed in mails and on phone. I was not disappointed when it was delivered to me. Thank you, Nathan and team!

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by peterwalters on 12/13/2013

I purchased a 2013 Regal GS. it is an amazing car. It is the greatest car I have ever driven. It has a 6 speed manual trans. It shifts smooth and it even downshifts great. It is beautiful inside and out. I got an outstanding deal. I also received total honesty from the dealership, and a great price. My salesman was Nathan W. I recommend him 100%.

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by dsayers12 on 10/09/2013

I bought my car from Capitol City Buick GMC I was very impressed with the attention I received from the employees at the dealership. Rick D. was very personable and knowledgeable about the vehicles he was selling. Travis P. the sales manager was very pleasant to work with I told him that I was thinking about leasing but didn’t know anything about the program. Travis explained the leasing program and the difference between leasing vs. owning and since I like to trade my cars every 3 years I decided to go with leasing. Travis made the process very easy and worked hard to get me the payment that I wanted. I enjoyed working with Rick and Travis and will definitely buy another car from Capitol City Buick GMC and I will refer my friends to this dealership. Thanks for a great experience! Buick Encore Owner

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by Lauren58 on 10/04/2013

it was the best time i have had buying a TRUCK FROM KARL P he made it so easy and a joy if you ever think of going to capitolcity gmc ask for karl u wont be disappointed

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by jim8177 on 10/04/2013

This was my first experience with Capital. It was exceptional service, much more than I expected. I had to take possession of a late model pickup and replace it with a late model sedan. Nathan made it happen, and he handled the transaction seamlessly, delivering the sedan to Claremont NH and returning the pickup to the dealership. In my 50 years of car buying I have never had a more pleasant experience! The entire transaction was handled over the internet and by phone.

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by Tsllp on 10/04/2013

My husband and I were in the market for a used plow truck that would fit into our modest budget. Because we were very set in our budget ( We know exactly what we can afford) many of the dealerships we visited either didn't have anything or were very rude. Capital City GMC not only respected our budget and time but got us into a brand NEW truck for the same price as the other places were charging for a used one! The salesman was awesome and I cannot say enough how happy we are we stopped there. My husband cannot WAIT to plow with his first NEW truck ever. Thank you so much, we will be back!

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by js1985 on 10/02/2013

Going to the Captiol City GMC/Buick dealershop [HTML removed] was the worst experience I've ever had with any type of sales company, and they did the old bait and switch on me with a falsely reported ad. I responded to a ad posted by Capitol city Buick gmc in auto trader on 9/27/13, for a white, 2011 gmc Sierra 1500 with 6,200 miles for just under $25,000. I called and spoke with a sales person Nathan W., who was very friendly and helpful in reassuring me that there was nothing wrong with this truck and that it was listed for such a great price because they were trying to sell it quickly. I explained that I was comin from cape cod and driving 350 miles up to berlin vt to get this specific truck and was reassured that night that the car was still there and I should come up first thing in the morning to get it. So I called back that night and had them send me the car fax and checked it before makin a commitment, and again asked if they were certain the truck was available, still Nathan told me yes. The next morning,9/29/13, I called from the road before entering New Hampshire and Nathan told me again to continue to come up and he's scrambling to get the truck ready and speaking with his sales manager, Travis P. [HTML removed], about the truck. I called again a hour later and Nathan W. could not answer this time, when Nathan called me back he said he was speaking with his manager (Travis P.) about the truck and bringing it in for me to test drive and still he told me to come in. Once I arrived a sales person, Karl P., told me that I'd be working with him instead. I found this to be odd because sales people would never give up there commission, but I realized later it was because Karl was arrogant and rude so he did not care about having to pull off the act of trying to convince me the truck was really suppose to be available. Karl P. assessed my trade-in and talked to me about what I found interesting regarding this truck and if I had the original ad, which I presented to him. They got all my information and said were just waiting to get the car back from someone who got it as a loaner while they had work done on their car, this was the first time I heard this. They told me it was due back today, 9/29/13, and it should be in shortly. About five minute of going through and processing my information, that was when the manager, Travis P., came over and said the truck was gone. Apparently it was loaned out for the past while to a person who works there and he put about 30,000 miles on the truck and put a down payment for it that morning (9/29/13) which was unfortunately convenient. They then proceeded to tell me that they would "take care of me" and by that they meant put me in a new car for a good deal, or make it up on another truck in the lot. Karl P. proceeded to walk me around the lot and look at other cars, all the while suggesting it was ok that this happens because I'm going Burlington VT after and I could go, "to get some young [non-permissible content removed]". Karl used lots of vulgar language and thought it was appropriate to try and relate to me in this fashion. P. then tried to remedy this by saying, "you want me to hold down the black guy (Nathan W.) while you punch him." At no point did I receive any type of authentic apology or attempt to remedy the wrong doing of using a false ad to get me to drive a total of 700 miles up to berlin from cape coda. During the 4 hour drive home I still never received a call from the [non-permissible content removed] manager, Travis P., to apologize or even offering to give me some gas money to compensate for the 24 gallons of gas i burned, or the 700+ miles I put on my car that day. Again this was the worst experience I have ever had and look forward to never looking at another gm vehicle again if this is the type of people they hire to run their business.

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