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I recently required service on my 2012 GMC Terrain and I used McCoy’s service department. The experience I had was extremely disappointing. I purchased my first GMC vehicle, a 2012 GMC Terrain SLE-2 from Tim’s GMC in Prescott on September 29th. I visited some friends in Flagstaff, I arrived on Saturday and on Monday morning at 5am I went to my vehicle to go back to Prescott in time for work. When I inserted and turned the key I heard a familiar clicking noise and the engine was not turning over. I (like every driver at some point) have experienced this problem before as a dead battery. I was disappointed that my brand new car was experiencing problems however, I was comforted by the fact that it would be covered by my bumper to bumper GMC warranty. At 7:30am I called the service department to report the problem. I spoke with a nice gentleman (sorry I didn’t get his name) who said I could try to jump start the car and if that didn’t work he gave me the GMC roadside service number. I explained my situation, the sounds I was hearing and my belief that the battery was indeed dead. He agreed and said that the shop did not have many scheduled appointments and he could get me up and running soon after bringing the car in. I attempted jumping the car however the vehicle would not remain running for more than a few seconds. I called the GMC roadside service, received excellent service and at 11am my car was being towed. When my car was being towed I called ahead to the service department to let them know my car was on its way. I spoke with Tracy Hunter who said that the service department was now busy and it might be a while before my car would be serviced. I told her that I called at 8am and explained the battery issue. I also wanted to clarify that the GMC warranty would cover all of the costs even though I live and purchased the car in Prescott and she verified that it would. Ms. Hunter said that they should have the car looked at by 2pm.
I called the service department at 2:30pm for a status update. I spoke with Ms. Hunter who informed me that the service department did not have a Terrain battery in stock and one would have to be ordered. She said that the cut-off time to order parts was 1pm and I would have to wait until the next day to get my car fixed. I began to explain to Ms. Hunter that I purchased the vehicle in Prescott and she interrupted me rudely to point out that the GMC warranty was valid at any location. I restarted and told her I already heard and understood her the first time I asked that question. My statement was to point out that I purchased the vehicle in Prescott because I live there. I had already missed an entire day of work at this point and I was not pleased to hear that I was going to miss another day. Ms. Hunter gave me a half hearted apology and said there was nothing she could do. She said the part would arrive in the morning and the car would be running by 10am.
The following day I called at 10:30am and spoke with Ms. Hunter again. She said the battery was being installed and I could come pick it up in a bit. When I arrived to pick up the vehicle I clearly saw three GMC Terrains for sale sitting on the lot. When I spoke with a gentleman the service department and I pointed out that there were Terrains on the lot where a battery could have been swapped out. He said that he was not able to do so. When I checked with Tim’s GMC and another GMC dealer they said that is not correct. They would have swapped out the battery if they did not have one in stock because the battery is not beholden to a specific car. When I spoke with Ms. Hunter I asked why it was necessary for me to wait 24 hours for a simple car battery. Her reply was, “This is Flagstaff. We don’t have every part for every car.” I replied to her, “I did not ask for every part to every car. I did not ask for a Ford battery or a Honda battery. I asked for a battery to a product you exclusively sell.”
I was extremely disappointed about the following items:
• The parts deadline is 1pm. I called twice before 1pm (7:30am and 11am) and confirmed it was a battery issue with your technician. The car was delivered to your service department at 11:30am, well before 1pm and nobody bothered to check if you had the battery in stock.
• I have confirmed with two other GMC dealers that they would have swapped out a battery from an available vehicle on the lot. This would have been an available option to your staff that would have gotten me back on the road in no time.
• Ms. Hunter was not concerned that I was being delayed over night or missing work because of your staff’s inability to stock parts appropriately or find another solution. I was never offered any form of compensation or even a rental car. If I was offered a rental car I could have made it to work and back and I would have been satisfied. Instead I had to take 2 days of vacation time.
• I am not sure if the dealership has the facilities to wash a car or not but it might be a great customer service point to wash a car as a show of good will. Even if you have to take a car to a $3 car wash, and since my car was test driven on the road I am sure one was near by, it shows that the staff is at least willing to go the extra mile.
• My final point is that the staff did not go the extra mile at any point. I found them to be quite inept, especially Ms. Hunter. This situation could have been avoided at several points and the staff’s customer service skills require a bit of work.
If my vehicle experiences another problem while in Flagstaff, I will insist that my vehicle be towed 100 miles back to Tim’s GMC.