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November 2023 by Jeff Bean
My review focuses solely on the customer service experience. Despite not purchasing a vehicle from this location, I feel compelled to share my experience. I originally bought a 23 Colorado from another dealership on the other side of town, and it turned out to be the biggest piece of junk I've ever owned.One of the issues I faced was a battery drain. When I set up an appointment to have it looked at, the service representative came across as if I were a bother. They suggested leaving it overnight to see if it drains, but when they claimed the issue was due to an improperly connected battery terminal, I knew that wasn't the root cause. My internet research pointed to the radio attempting over-the-air software updates, causing a glitch. I specifically asked the representative to ensure auto-updates were on which he confirmed, but they weren't. So I was pretty irritated that it sat there for 2 days with no resolution. But at this point, it was late in the day and I was just ready to get mobile again.A few days later, my transmission almost failed, and the battery issue returned. Despite requesting to speak with the service manager, I received no response. I eventually drove it in and got a new service rep, Jason, who was the only positive aspect of my experience and the reason for an extra star. However, I was done with the truck and wanted it out of my life, even if it meant losing some money.Considering trading it in or selling it to them, I spoke to a salesman who seemed uninterested, and the general manager gave off a similar vibe. They offered to buy my truck back only if I purchased another vehicle from them, which wasn't ideal given my dissatisfaction with the Colorado and the Silverado options. As they wouldn't buy my truck outright, I took my business to Ram, where I got a very nice Ram truck with more options for 10k less, and they bought my problematic truck for my asking price (even knowing it was a lemon they accommodated me). The only positive was Jason's attentive approach in the service department.
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November 2023 by Larry L.
I was not properly shown how to properly navigate through the technology that exists in my new GMC truck. They are all bout the money. They provide poor value for trade in and even worse for the product the are selling. I love my GMC truck but will purchase and service elsewhere going forward. A person would do well to avoid this dealership.
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November 2023 by Katie Richards
I bought a car in September. It never should have been on the lot, in my opinion. I felt like I’d been taken advantage of. I reached out to the sales manager and the salesman who sold me the car, I brought it in and they didn’t do anything. The gentleman in the service department looked at me and said he didn’t have time to deal with it, he was 3 weeks behind. A month later my car was still not running properly and the engine light came on. I called for days and left message after message. I finally spoke with a guy named Michael and he was able to get my car in and fixed. The service representative was David. Those 2 people were the only people who listened to me and wanted to help. I have bought several cars from Carl Black, but after this experience i will never be back again.
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October 2023 by Jeff Black
2nd vehicle purchased from Carl Black, both times from our guy Will Bird! He actually came in on his day off to make it happen for us.This dealership is super professional and will not haggle you to buy from them.I highly recommend going to see Will Bird at Carl Black Kennesaw!
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October 2023 by Brock Daniel
Our vehicle has been at Carl Black now for a month waiting on parts from GM. While I know Carl Black cannot help the current situation with the strike, communication from the dealership has been disappointing to say the least. Every time I call it takes multiple phone calls to get someone to call me back. When I do get a hold of somebody, it’s usually just two words and it’s usually just no update. When I inquire as to what GM is letting the dealership know about parts and distribution, again, no information. They have not offered to make this process any easier on its customers. They have not offered the opportunity for a courtesy car, or any type of resolution. The biggest issue I have seen so far is nobody in the facility has a clue about what is going on and are doing their best to avoid customer questions.I even called today to get the email for the general manager over the dealership and the general manager over service and the female receptionist was reluctant and I had to be aggressive on the phone just to get her to give me the information. Do better Carl Black! You’re in business because of your customers. We bought our first car from Carl Black in 2000. And up to this point, we have been satisfied. But a month for a headliner and carpet is excessive. Not to mention it took you three weeks just to diagnose my car.
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October 2023 by Allison Whitworth
Everyone at the deal shop were friendly. Our salesman Danny Otero was the most helpful salesman I’ve ever had. He was easy to work with and explained all the features on our new vehicle. Again, best car buying experience I’ve had. No pressure to leave that day purchasing the vehicle. I would refer him and the dealership to others
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October 2023 by Kendall Foster
Horrible communication. Possibly the worst communication I've experienced with a car dealership. I was having my car towed from their service department and I called to settle the diagnostic fee (which was reasonable in expectation and price). Could not get in touch with my maintenance supervisor assigned to our car. They transferred me to another service supervisor who confirmed they would not release my car without payment of the diagnostic fee. When I asked if I could make that payment at this time he literally told me that he wasn't available to take my payment. He transferred the call to my assigned supervisor and the phone just rang until a voicemail picked up...which wasn't my assigned person. Also in the previous days we had called several times to confirm that our car had been towed there, only to be told we would get a call back to confirm that which we never received.Very knowledgeable and in depth diagnostic of what was wrong with the car... but communication was so bad and has convinced me that I wouldn't go back for wiper blades much less anything of importance.
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October 2023 by Brock D.
Our vehicle has been at Carl Black now for a month waiting on parts from GM. While I know Carl Black cannot help the current situation with the strike, communication from the dealership has been disappointing to say the least. Every time I call it takes multiple phone calls to get someone to call me back. When I do get a hold of somebody, it's usually just two words and it's usually just no update. When I inquire as to what GM is letting the dealership know about parts and distribution, again, no information. They have not offered to make this process any easier on its customers. They have not offered the opportunity for a courtesy car, or any type of resolution. The biggest issue I have seen so far is nobody in the facility has a clue about what is going on and are doing their best to avoid customer questions.I even called today to get the email for the general manager over the dealership and the general manager over service and the female receptionist was reluctant and I had to be aggressive on the phone just to get her to give me the information. Do better Carl Black! You're in business because of your customers. We bought our first car from Carl Black in 2000. And up to this point, we have been satisfied. But a month for a headliner and carpet is excessive. Not to mention it took you three weeks just to diagnose my car.
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September 2023 by John Jeanfaivre
Kevin was tough to haggle with but overall extremely straight forward and a man of his word which is hard to find these days. I plan on using Carl black for future vehicle needs and hope to develop a relationship with the dealership! I also get both my vehicles serviced here and have never had any issues. Great dealerships are hard to find but I am happy that I have one locally!
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September 2023 by Randy Greenway
Let me say that I've never dealt with a better service advisor than Laurie Major. She simply did a fantastic job. She anticipated some of the potential issues with my service and was thinking about my issue and had answers before I arrived. And I didn't even buy the car at Carl Black. I was beyond impressed!
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September 2023 by Leonardo Vieira Borba
I would like to share the bad experience I am having with Carl Black Kennesaw. I bought a truck a few months ago and at 20,000 miles the engine light came on and the car started having problems. I had to go to the store with a tow truck and then my headache started (09/20/23). They registered my details and told me that it would take up to 7 days to give me a diagnostic, because I hadn't scheduled the service. As if I would guess that my car would turn on the engine light! Until today (09/27/23) I haven't even received a call or an email saying anything about my car. And this is my work car. I went to the store on 09/23/23 and they didn't pay me any attention, they just told me that the car hadn't yet been diagnostic. When you get there to buy a car, you are treated very well. But after the sale is made, the treatment changes completely. I do not recommend it to anyone, and I will certainly never do business with this store again. I've never felt so bad. It's been 7 days and no contact has been made yet. I've always liked Chevrolet, but after this experience, I'm going to switch to another brand!
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September 2023 by Ty A.
I will not be buying from Carl Black again.I called around to multiple dealerships to ask if they had a "mandatory" dealer additional cost over MSRP, Carl Black told me no they didn't. On Jan 4 2022 I went into the dealership to place an order for a Chevrolet Suburban Z71 with the 6.2 V8. I had met with their top salesman, Alex. I again asked if there was a mandatory dealer add over MSRP, was told no once again. We shook hands and placed the order for the vehicle. (After I left, I communicated I wanted a sunroof, we had to order a 2nd because the first didn't have a sunroof, this is relative to a later issue)2 months later, the vehicle arrives, we go to do all the paperwork and there is the mandatory fee of $3xxx. Alex tells me we will work it off when we trade this Suburban in on the next one with the sunroof (this was at the height of used vehicle prices, they would mark it up and sell at a high price very quickly. The sunroof would still be $1500 or maybe free depending on the trade value at the time). I kept asking about the replacement Suburban, month after month they said any day. Finally was told it was "cancelled" by Chevrolet and we could try to reorder for the next year's model. The vehicle base price had increased $1500 and the used market calmed down, I would end up losing on it in the end.I elected to keep the Suburban, it just got a new engine at 28,400 miles.I should have waited and found a dealer anywhere else to get it at MSRP rather than pay the premium to a dealer 45 mins away from my house.
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September 2023 by Dale Reutter
When I checked in Laurie my account service rep. She was happy and courteous as always . Check in was a breeze and my service was completed at the time she projected to me. The customer waiting area is a great place to set up a mobile office if you need to wait for your vehicle .
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September 2023 by Brenda Padovani
I really appreciate David getting my car in, notifying me as to the progression of repair being done and doing it all with a smile and concern. Also, I don't know the tech who actually did the repair, but. I appreciate his efforts as well!!! GREAT JOB!!!!
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September 2023 by Caleb Thomas
I’d give ten stars if I could! I want to start by saying this is the my first brand new car, and my first ever experience buying a car from a dealership. If this is your first time like me, or you buy cars all the time, I would highly recommend asking for Emmanuel Elder to help you find the car you’re looking for. Never once did I feel uncomfortable, intimidated, pressured, or flustered when on the lot or when going over pricing and whatnot. I told him my price point, and without hesitation or even asking, he found the PERFECT fit for me and my two boys, getting me the best possible price and deal. He was more than honest, and more than happy to help. I just hope he’s still there when I go back for my next new vehicle! I wish only the best for him and the whole Carl Black Team! Thank you for making this an amazing first experience!!!
