Gurley Leep Buick Gmc Cadillac

Thanks for my great looking you worked really hard I appreciate you!

Poor Customer Service - Today I visited Gurley Leep and purchased a Master Power Window Switch.

I thought this was the part I needed because the "Unlock" did not work on my old switch. The parts salesman did not question my purchase or inform me that other things could cause this like a bad relay (12077866).



The part cost $180.00. I paid by credit card and signed the credit card slip and a credit card purchase slip was attached to my receipt and I left. The parts clerk did not inform me that the purchase was final (No returns) because the part was electrical. The parts clerk did not check with his service counterparts to see if other things could cost the "unlock" to stop working on my old switch. When I returned home, I installed the new Master Switch and the problem was not resolved. I did a couple of more hours research and discovered that the $10.00 relay (12077866) might be the problem. I went and purchased one and my problem was resolved.



I was on my way back to the dealership parts dept. and I happened to look at the receipt and noticed the statement "Thank you for your order no return on special order or electrical items...."



I was immediately concerned and called the parts dept. and sure enough I was out $180.00 for a part I did not need.



My fellow car owners, my advice to you is simple. DO NOT EXPECT GURLEY LEEP TO OFFER YOU ANY ADVICE OR SOLUTIONS. This would be giving you GOOD customer service and I think GURLEY LEEP prefers POOR customer service.



I am a Service Manager, and I understand that the customer is without doubt the most important piece in successful business. Why else is a business even in business if not for the customer!.



Gurley Leep refused to refund the money and take the part back. I understand they have the right because they have their policy on the receipt. The problem is you do not sign the receipt and accept that you understand their terms. In my case i signed a credit card purchase slip and a copy of that was stapled to my receipt AFTER SIGNING. So I was not given a chance to understand their policy before purchasing the part. I hope you understand what I am advising. I think the customer should be #1 and Gurley Leep is NOT taking care of you.



I called the General Manager of Gurley Leep GMC and I told him the same thing and that I intended to post a blog describing the events and poor customer service. He then got very negative and said go ahead with your threat and blog away. A good General Manager would have said he would look into improving this area of customer service and making the customer aware. Folks, customer service is not hard, you just have to remember why you are in business to start with...to take care of the customers need.....not take them for every dollar by poor business practices.



I will see if I can share this review in other areas like LinkedIn and Facebook.



Thank you.

Willing to work with my schedule, work done quickly. Not inexpensive, but what dealership service department is.