General manager and service manager totally rude
I had my car towed in on July 12th because of my engine locked up and I recieved my car back two weeks ago and had no really driven it because I was sick. But on August 16th my system shut down in my car nothing was working so I had it towed back on the 17th and explained what going on with my car and I was told that I had to pay for a diagnostic test but I refused to because there was nothing wrong with my car prior to my engine locking up. I told them that maybe the wiring was loose or something wasn't put back properly. After sitting there about a hour or so talking to a salesman about buying another car the service manager came into the showroom with the battery cable wire and had it a inch from my face which I was almost hit in the face with the battery cable. The General manager was there when it happened and I said that he needs to do something about his service manager and he got very Belligerent with me because I was accused of using Profanity and I told him that I never one time cursed at anyone. He was rude had got very belligerent and told me he was going to get my car done and he told me to get out of his dealership. I was a customer who was treated disrespectful and lied on by the service manager and the General manager did not try and resolve the problem he wasn't professional at all. I did record him as I was trying to talk to him he refused to talk and walked away and he was still rude. I feel if I was a white customer I would have been treated differently by the service manager and General manager. In closing I would like to say that Mr. Michaels the service guy was awesome and very helpful and professional throughout the whole process.
Dan was horrid
My fiancé and I went in to this dealership to test drive a particular car and to our misfortune, we were greeted by Dan. The man was pretentious and disrespectful the whole time and gave us an unwelcomed feeling. He treated us as though our presence was an inconvience and even had us test drive the car alone because he was too busy with other things (those were his words). When we had questions about the condition of the car he caught an additude and told us “this car is far from new” even though it was only 4 years old with one previous owner. We also noticed that something wasn’t right with the way the car sounded and drove so when we addressed this with Dan he told us “I have been a car salesman’s for 13 years I know what I’m talking about and I’m great at what I do.” Good for you Dan, but with your customer service approach I’m not sure how that’s possible. So, after about 45 minutes of being treated like we were uneducated and incapable of knowing what we wanted, we left and took our business else where and got a great deal. I would give Dan and Ideal dealership zero stars if I could. A business is only as good as its employees.
Ken Cooper: A True Salesman
Let me start by saying, we did NOT actually purchase a vehicle today. However, we did not purchase because our salesman Ken Cooper took the time to get to know my family and what type of vehicle we need. We are an active family of 4 and also foster parents. Never once did we feel pressure as he toured us around the lot to look at the vehicles we came to inquire about. Ken, a sales and leasing professional of 46 years is very knowledgeable about all vehicles and his advice was well received by my husband and I. Even after knowing we were not going to buy a vehicle today, Ken continued to provide customer service by taking our information if a vehicle came into the dealership that fit our needs, as well as giving us helpful tips on how to receive a good price for our trade- in vehicle. We can truly say, we have never had such a warm and friendly experience at a car dealership like what we experienced today from Mr. Cooper. We hope that our ideal vehicle makes it's way to Frederick so that we can finalize a sale with Mr. Cooper. And if our children allow us to borrow the pens you so kindly gave to them, we will gladly sign on the line. Thank you Ken Cooper for making our car shopping experience beyond pleasant!
Wasted a whole day
I was scheduled to have recall repair done on my truck. I called to set up the appointment and was told it had to be ordered and I would receive a call back when the part came. Part comes in and then I have to wait 2 more weeks for an opening, they're busy I understand, I take a half a day off work to make appointment. 1st when i get there Im told i will take about 4 hours opposed to the 1 hour the young lady in service told me it would take, so I drove myself and need to find a ride, I chose to have my oil change since Im there. After about 30 minutes the service tech guy tells me that my part has been sold! They will still do the oil change but my part it gone, so I just wasted my day and will have to do this all over again! This was November 2017! I called and left the service manager a message but was never called back. Well today January 2018 I get a call from the same lady who scheduled me last time and she tells me the part is in and they can schedule me again. No apology about last time and told again it will be a hour. I politely ask can I at least get 50% off a oil change and was politely told "NO" but she make sure the part is here this time. This is very poor customer service and pretty unbelievable that I received no apology or even a discount on a service or anything!
Unusually Poor Customer Service.
I decided to go into this dealership to test drive the Denali before finalizing the decision on a new rtruck. I sat down with Leon Johnson who works there but specialized in Hyundai. I was told that he was not a subject matter expert on the GMC, but decided to have him conduct the test drive since I knew what I was looking for and had no technical questions about the vehicle at all. I declined to provide an email address to be entered into the computer system for a test drive and he asked me why I was with-holding information. I explained that i wanted to decline any offers and am not required to give that information out in order to simply test drive the vehicle. He replied, "This is like me coming to your house and asking you for information that can help you" I told him he would not come to my house because I am not selling anything he is in the market to buy. This definitely made the situation awkward but wan't a deal breaker and we proceeded with the test drive. Two traffic lights away from the dealership I stepped on the gas to see if the truck was too heavy to get going from a dead stop. The tires chirped and Leon immediately asked me if I thought that was necessary. I told him that if I was going to buy a $60k+ truck i needed to know if it has some "get up and go". He replied," Well when I feel like my life is on the line I have every right to ask". I pulled the vehicle over and suggested we trade seats and asked him if he felt unsafe during my test drive. He repeatedly instructed me to continue the test drive, but circled me back around the block for a total trip distance of less than 1.5 miles. I informed management about the unusually high level of mistreatment and what I considered to be unfair and left promptly. I don't really know what to make of it all though I got the feeling like I was being treated like some young military guy. I was not rude. I was patient. I test drove the truck and will look more into the vehicle because I really liked it but will drive the extra distance to find another place because the service I received was not good at all.
2012 Acadia hesitation/missing
Still have an issue with missing/hesitation at a certain speed. RPM gauge rocks up and down on flat roads or slight incline at around 60mph and rpm around 2000rpm. Took Acadia in for 97,000 miles service which cost over $1,300 and included a tune-up and still have the same problem. Will schedule a follow-up visit and see if they can fix the problem - then will right a second review.
I applied for a loan on line on Sunday 05/11/2014 (Mother Day) Amity B sent me a email reply within 3 minutes after I completed the application and 5 minutes after I replied back to her she called me , mind you this was on Mothers Day. Amity called me again on Monday 05/12/2014 as she promised she would do on Sunday to advise me of the documentation I would need and to tell me Id been pre-approved. I was EXCITED. Amity then followed up with an email to advise me that Brandon C would be my sales consultant when I arrived on Monday at 5:30. When I arrived on Monday 05/12/2014 I was greeted with a professional staff and they took AWESOME care of me. I was treated well and didn't feel pressured to make a purchase and that made it so much easier for me to find the SUV I wanted. Yes, Im riding in style thanks to Amity B [Phone contact removed], and Brandon C Sales and Leasing Consultant [Phone contact removed] So if your in the market for a new or used car go check out the GREAT team. Thanks to the entire staff... I love my SUV!
The "key" to Ideal's success
Like many people, It can be dreadful having to go to a car dealership. Whether it's for service, and the often unforeseen costs often associated with it, or the negotiating to purchase a vehicle. I've had friends that had Hyundai vehicles. All were proud owners of reliable cars. So last year, when I bought my first Hyundai, I was excited. Although I had planned on a new Elantra, I was even happier to purchase a used Sonata. My experience at Ideal Hyundai, I felt like I was really taken care of. I was treated well and didn't feel pressured. I've had the car a year now and I'm very satisfied. There have been a few minor issues. But remember, I bought it used (with 62K miles at the time). I've been to the Service department 3 times. And every single time I left there, I was glad I bought a Hyundai. Although I'm not a mechanic, by trade, I do have good mechanical aptitude (as a machinist), and I often do some repairs myself. But for the work I'm not capable of doing, I don't hesitate to see Justin K in Service. He has been outstanding in making me feel like the Dealership really cares, when it comes to taking care of my vehicle. Honestly, as with any business, you run into a few bumps in the road when it comes to having your vehicle worked on. Especially, if more than one department is involved, such as Sales and Service. Both strive for the same goals: Customer Satisfaction; resulting in "return" customers, and make money. Who doesn't, right? We all work for the same reason. but sometimes with different departments the road to customer satisfaction can get bumpy. I recently had such an experience. There was one person that was instrumental in achieving a resolution. They listened to me as a customer. They didn't see me as "$$$" when I reached out for help. They saw that I was frustrated. They were sincere and very professional. They saw the "Big Picture". Before they stepped in, I was getting that dreaded dealing with a dealership feeling. "They" was not the General manager or Sales Manager, or anyone high up in the food chain, so to speak. But what "They" did was, not just made me feel important and respected, and made me feel like I could come back for excellent customer service. "They" also helped me decide where I'm going to buy my next car. Thank you Amity B! Both you and Justin and people like you are the "key" to successful companies
This Service department really understands me. I had repairs done to my Chevy trailblazer, and my check engine light was on, after taking it to a bigger dealer, and being overcharged and not repaired, I tried this GM dealer, The folks at Ideal GMC where very helpful, I got my Trailblazer repaired, in half the time, and guess what...It was fixed right... Thanks to the Great Service Department at Ideal, Im now an Ideal Customer.. KUDOs to them!
Same old trick to get you to visit dealership
or those that dont have the patience to read through just remember the name Aaron. The car I wanted to buy: Veracruz Limited FWD Demeanor on the phone: Very professional; I mistook him for a retired armed forces personnel with high ethical standards. (Rating: 10/10) The on-the-road quote I asked the dealership if he could meet: $31,600k The trap line that was used with me: I am selling below the invoice. All you have to do is come here and you will get the best price in the states of VA-MD-PA. I asked if I could visit only if he gave me a quote. He said nopes, because without me visiting, he wont really be able to pull the quote out of the system he was using. My physical presence was mandatory. (Lie-o-meter!) So: My wife, father-in-law, and my 10-month old (who we rarely take on a drive exceeding 30 mins) were off on the 1 hour drive. At the dealership: My host isnt available for the first 10-15 mins. No problem, Ive been to the doctors office enough that I am used to getting up from my seat with arthritis. First face-to-face meeting: Wishes me, but doesnt notice that I had 2 adults and a baby accompanying me. His first question: Why dont you go with a GLS? (Ah, I knew right there I had fallen into a trap.). I say No Limited only. A few discussions later, he walks out casually, doesnt tell me how long hell take. After about 10 minutes, he comes back, and somehow notices 2 adults and a kid next to me. He then asks casually if the lady next to me is my wife?!! But the worst part of my day is yet to come He pulls out the best quote in MD-VA-PA. It comes to $33.5k!! A good 2k more than the quote that even my wife overheard me say to the guy just moments before he convinced me to visit his dealership. And now the worst part of my day You see, I heard you say $33k over the phone, we are so close. . (Lie-o-meter!) I felt as if I was Roger Federer and I had just lost the U.S Open. I said politely No, Thank you for your time. As I walked back dejectedly to my car carrying my daughter in her car seat, my wife was furious with me as to why I even said Thank you. Left to her she had considered punching the guy in his face. Closing thoughts: Perhaps part of his job is to show to his boss that he is able to attract at least some customers to the dealership. Its a pity that his moral compass allowed him to (a) Drag me, my 10 month old, and my aged father-in-law 1 hour each way and (b) rather than say sorry, make us feel we had wasted his time.
Some good, some bad.
I purchase a coup vehicles from Ideal a few years apart. The first time was a good experience it was a simple deal with a vehicle they gave me a great price on. The second time I was buying a vehicle for my wife that see liked allot. They did not give a great deal, and the trade-in process was the worst. I didn't feel like it was the best deal and should have shopped more. They ticked me off on the trade-in so much I will never buy from them again. I did get another dealership to buy the vehicle directly from me without a purchase for thousands more.
Best Service Dealership in Frederick.
I have used the service department here for many years. Ever since I purchase a GMC van from them which had problems from the factory. I never experience a dealership that stood on the customer's side. They basicly got me new wheels and tires for no cost because of the problems the van had. I have since started taking all my cars and trucks to them for service. I feel like I always get great treatment and they always wash your car for you.