Ed Martin Buick GMC

“I had an appointment for Tuesday at 9am. When I set the appointment I stated that it was the power steering pump that was leaking and needed replaced and we had been adding fluid to the pump. I received no contact regarding my vehicle until I called requesting an update on Wednesday evening and was told my vehicle hadn't been evaluated yet and that they might look at it Friday. This is simply unacceptable, what is the purpose of an appointment? I could have had my transportation the entire week. On Thursday, my vehicle was suddenly pulled into the bay to be evaluated and I was called and given a $7000 estimate and they recommendedi consider a new car. $3800 for oil leaks i didn't ask to be looked at, $1200 for a water pump i didn't ask to be looked at $1700 for the power steering pump i asked to be looked at and a $200 alignment i didn't ask for and didn't need (the wheel doesn't pull at all, hands off it goes straight). I declined all work and told them I would be there to pick it up. My husband arrived on Friday to pick up my vehicle and it was not ready to be picked up. It was still in the shop. On the lift with the hood up. No paperwork or bill ready. Seemed surprised to see my husband and not me. The overall impression is predatory sales behavior. Pressured repairs that were not asked for nor warranted. Poor time management and consideration of the customer's time. Why make appointments if they mean nothing? There is a significant burden on a customer when they make an appointment and then you miss that appointment not by minutes or hours but by days with no notification or accommodation for their transportation. I didn't plan to be without my car for a week when I made an appointment for a 5 hour repair. To then be told it hadn't even been brought inside yet...again I asked. What is the purpose of an appointment? *update 2.25.2026 Took my vehicle for a second opinion at a different mechanic and had the power steering pump repaired for $2300 out the door. Confirmed there is nothing wrong with the water pump and the engine is not leaking oil. My husband is driving it now though because we did in fact buy me a 2023 4runner from the fine folks at Penske Chevrolet. They even took my new 4runner across the street to let the great guys at bill Estes do some warranty work and get me a second key.”

“I've been there a couple times in the last two times recently, the customer service has been horrible, and it takes anywhere from 8 hours to two days to get an oil change or a simple check up. When I called the the lady told me that any day, I schedule my vehicle for an oil change or a simple checkup that that's how long it will take. While I understand they're busy to take up to 12 to 24 hours. For oil changer, simple car check seems a bit much.”

“Great buying experience. Missy was my salesperson and was delightful to work with. She was very prompt and thorough in her communications. There was zero BS, zero drama; nothing but a smooth transaction all around. I bought the vehicle sight-unseen and was very pleased. It was as described.”

“So happy with my 2022 Silverado LTZ !! Would not have it without Dennis McNamara and Steve Scott. The process was smooth and easy and the deal got done in a timely manner. What a great experience, look forward to continued business. Thanks again guys ! Really appreciate your efforts. New Review 12/10/25 Big thanks to Aaron for getting me into some new wheels and tires for an amazing price, love the wheels and appreciate working with you in the sale of the truck and now the tires. Unfortunately the sensors were not in the tires and Zach was able to get this taken care of. Cont to appreciate the kindness and willingness to take care of your customers. Thanks again to an amazing dealership.”

“Reference Poor Customer Service Parts Department 11/28/2025 I am writing to express my profound disappointment and frustration regarding a recent interaction with your Parts Department at the 96th Street location, which resulted in the immediate loss of a substantial sale. Today, I visited your dealership with the specific intention of purchasing four new tires and a new bed cover for my 2020 GMC Sierra 1500 AT4 Carbon Pro Edition. I was prepared to proceed with this major purchase today. The core issue lies with the complete lack of customer service provided by a representative in the Parts Department (a female employee whose name I do not have). When attempting to find the correct specifications and options for the tires and a suitable bed cover for my specific model, the employee displayed a remarkable unwillingness to assist. She was unhelpful, dismissive, and failed to clearly or adequately answer my questions regarding the correct parts for my vehicle. Good customer service is the cornerstone and lifeblood of any successful business, particularly a dealership where customers are often making large, high-value transactions. There is simply no excuse for such poor engagement, especially when dealing with a customer ready to spend thousands of dollars on parts and accessories. The experience was so overwhelmingly negative that I left the dealership immediately, taking my business and the significant purchase I had planned elsewhere. I urge you to investigate this matter thoroughly. This type of attitude not only drives away immediate sales but severely damages customer loyalty and the reputation of the Ed Martin brand. Sincerely, Keith”