Frank Brown Auto and Truck Ranch

“I am writing to express my significant dissatisfaction with the service department at Frank Brown GMC in Lubbock, Texas, based on multiple interactions over the past few months regarding my 2021 GMC Yukon Denali. While I prefer to offer constructive feedback, I have given the dealership numerous opportunities to be professional and provide respectable service, only to have them consistently prove they perform below minimal standards. As a woman, I have felt they have spoken to me in a belittling manner. As a mom, not giving the thought of time requirements of others. And as a working professional, with no consideration of having to take time off from work due to not having a vehicle. I work for two hospitals, one being on call for the emergency room for emergent psychological assessment while also running my own private practice. My primary concerns revolve around both the technical service and the customer interaction. A. Lack of Consideration for Customer Schedules: Well in advance I made an appointment online and the appointment was not respected, leading to considerable inconvenience. As a professional with multiple jobs, including on-call emergency responsibilities, and a parent to three children with demanding daily schedules, my time is extremely structured. The lack of consideration for these commitments was apparent and frustrating. This comes with an understanding of issues that arise but this occurred multiple times. B. Disregard and Disrespectful Communication: I was made to feel as though my input regarding my vehicle was dismissed, and communication was often condescending. This approach is unprofessional and undermines customer confidence. Even got to a point my husband had to come up and speak with the gentleman due to their complete disregard for professionalism. C. Unnecessary Diagnostic Charges for Known Issues: When I reported a malfunctioning SD card, I was charged $99 for a diagnosis that merely confirmed the issue I had already identified. Subsequently, I was quoted for $324 for a replacement part that I was able to purchase independently for $25. This discrepancy in pricing and the charge for diagnosing a self-identified problem are concerning. The overall experience has been one of considerable frustration and a feeling of being disregarded as a customer. I cannot, in good conscience, recommend Frank Brown GMC's service department to others based on my experiences.”

“These guys are amazing! Had the worst experience with another dealership here in Lubbock Tx. Called these guys told them my situation and they took care of me and got me the truck i wanted and had it delivered to my home 3 hours away the same day! I couldn't be more pleased about the situation and how smooth the process went!”

“GLENN DAVIS. JR!!!! What a great car salesman he is!! I was given the opportunity to get a new car and he pointed me to one that I could not take my eyes off of. I truly am so thankful that I had his help in this whole process as a first time car owner. GET YOUR CAR THROUGH HIM!!!! It looks and feel extra special when he makes the whole process easy😊😊😊😊”

“I had an excellent experience at this dealership! The customer service was outstanding, thanks to Ricardo Elegiría, who guided us through the entire process. It was quick, smooth, and hassle-free. Even though we're not from that part of town, Ricardo made everything incredibly efficient and trustworthy. The service was reliable, professional, and truly amazing. I would 100% recommend this dealership to anyone looking for a great car buying experience. My next purchase will definitely be here, and I highly suggest going with Ricardo alegria as your sales person, especially families—seeking quality service and a seamless process.”

“I had a fantastic experience working with Glenn! So, I originally went up here with the intention of leaving with a pretty blue 2026 GMC Terrain Elevation. While he tried his absolute best to get me the car I reallllllly wanted, he wasn’t able to work out a deal for me with that particular vehicle. However, he WAS able to still get me into a new vehicle with only 28 miles on it! Not only that, but the payments aren’t ridiculous, they traded me out of my old car and got the rest of my balance paid off, & still gave me money towards the down payment of my new car, which helped us out a ton! I’m so grateful to Glenn for getting us into a new vehicle! My husband and I are now the proud owners of an 2026 Honda CR-V! All the vehicles my husband and I have owned in the past haven’t been the greatest (except for the one he has now) and were usually from a buy here pay here lot. This is our first ever BRAND NEW car WITH a warranty! So I call it a WIN in my book! I 100% recommend going to see Glenn for your vehicle purchasing needs! Thank you so much Glenn! We appreciate you! (I crossed out his cell phone number because I didn’t want to post his actual phone number on the internet.. just call and ask for him or go find him on Facebook! That’s how I found him!)”