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July 2023 by Dan B.
Called to order a part and no one answered in the parts department. Left a message for a call back with the info on the part I needed. Days later no call back. Called again and no answer. Didn't leave a message this time because it did no good the first time. Later got through and the person I talked with had me on speaker and I could not hear her and vice versa. She finally found the part which I had already looked up on the GM web site. I placed the order and she said she would call me the next day when the part came in. I finally called back four days later since no one called back. The guy that I talked to said the part was there and then said it looks like the person that made the order did t call when it came in. First time using Frank Brown GMC. The GMC dealership I used for the last four years was wonderful. Frank Browns first impression and lack of communication and follow through will have me going elsewhere for parts and new GMC and Honda vehicles. The reason I didn't give a 2 instead of a 1 is that I finally got the part.
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June 2022 by Jana R.
After phone call and appt to test drive.... Salesman said there is a $5000 charge if leaving service area!!
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April 2022 by Jennifer S.
Awful experience. After taking our new Yukon XL in for air conditioning issues and a bad squeak in the rear, we were told that nothing was wrong with our car. It took 2 days and $80 to find nothing. Ronnie, the gentleman who helped us suggested that we replace the cabin filter and purchase some type of induction cleaning. We were hesitant so instead, we dropped it at Scoggin Dickey. In less than a day, both issues were found and fixed. When we went back to Frank Brown, the manager was "too busy" to discuss our experience with us. Terry, the sweet man at the front apologized profusely and tried so hard to make it right. The following week, we heard from Terry again, not the service manager, who gave us a refund and again, was incredible and kind. Terry... it may be time for you to take over that managers position. Your customer service was on point!
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March 2022 by Kristen S.
I brought my pickup in for general maintenance and a fuel filter change. Scheduled it online. It was cheaper than expected and they did it quickly. Everyone I dealt with was super friendly, especially the gentleman running the service desk today. They made the whole thing easy, even though they were extremely busy.
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October 2021 by Zad D.
Fairly unimpressed with the arrogant kid masquerading as a salesperson. He believes that he has more knowledge than well-informed customers with direct industry knowledge. Says things like "well someone will buy the vehicle if you won't and oh we don't do test drives". This place has ALOT to learn about customer service and decorum. Until then someone else CAN buy the vehicle as you won't get my $$
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July 2020 by Sean V.
Took an older spare vehicle here to have a special coverage warranty issue taken care of. From the start, I felt like the service department didn't want to mess with me and my old car... never mind the fact that I could afford to buy any new vehicle on the lot. The service advisor called the next day and said they couldn't duplicate the issue, I asked them to keep trying because it's constantly giving me problems. I did not hear a word for two weeks, so finally I called, and the advisor said he thought he'd called me, but his phone hadn't been working very well so maybe not(?), that I needed to come get my car because they couldn't duplicate the issue. My wife dropped me off the next morning to pick it up, and they could not locate my vehicle! Yes, that's right, they lost my vehicle! I stood around in the waiting area for half an hour before I finally asked for them to drive me home and call when they found it. The man at the desk sheepishly admitted this "is an everyday issue for us." They called after I'd been dropped at home, said they'd finally found the vehicle and I could come back for it... it took some convincing, but I finally talked them into bringing it to me. I'm in the market for a new GMC truck now, and I'll go out of town to buy or get service before I come to Frank Brown... and by the way, my vehicle is still having the same exact issue I took it in for.
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June 2020 by Sunny K.
Took my car here per GMC's request. GMC said they would take care of a warranty issue. Frank Brown said it was a factory warranty issue. GMC blamed these issue not getting resolved on Frank Brown and Frank Brown vice versa. At the end, nothing was done by either party.
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April 2020 by Tanica H.
I just recently took my car in to have my stereo programmed. Mr. Sammy Perez and his team helped me out so much. Turns out I ordered the wrong part but his technicians and team were so kind to me and helped as much as they could. So grateful that honest and kind people still exist in this world. May God bless all of you there at Frank Brown GMC service department. Great group of people.
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February 2020 by Cherrie B.
On Feb. 8, last saturday, we went to gene messer hyundai in Lubbock, Texas to find the car that we saw online which was Hyundai Santa Fe Sport. To cut the story short, sales rep told us they have to replace the turbo. That was the hint that it wasnt for us. So we left and drove to Frank Brown GMC to look at the Chevrolet Equinox, that we saw online because its our second choice. We drove slowly to their lot and Tyson Hall saw us, he asked what we were looking for and we told him 2019 Chevrolet Equinox premier 2.0T. He got the key and then proceeded to let us test drive the car. It was a smooth, pretty good drive. The car is well taken care of and not overpriced at all. Tyson wasnt one of those sales men that are pushy. He was very different than others. When we had questions he answered them and was very knowledgeable. We really liked him, didnt pressure us, instead he accommodated us and made sure that we are comfortable about the car and also when we did the paperwork. To this I say, Frank Brown GMC has excellent customer service and great cars. We love our 2019 Chevrolet Equinox premier 2.0T. Thanks to Tyson Hall and everyone at Frank Brown GMC in Lubbock, Texas!
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January 2020 by Will J.
Brought my truck in for repairs and service. Super cool people with a covered pull in area. Loaned me an Acadia while my truck was being worked on. Couldn't diagnose one of the problems. But they were not the only ones who had trouble with it. I wish this place was in midland/Odessa. Heck even Houston would be nice.
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December 2019 by Ashley W.
TERRI IS THE BEST!!!! My family and I really appreciate the customer service, how accommodating and fast they were with the repair. Great staff. Terri is very kind and makes the waiting process go by fast with friendly conversations.
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November 2019 by Jeanine S.
Frank Brown used to be a really great dealership. We bought a 2017 Ridgeline certified used. We bought the extended warranty for extra protection though we have never had a problem with the multiple Honda's we've purchased in the past. The truck was back for service 3 times in the first 6 months. Once it wouldn't turn off. Each time we are greeted with "that's not covered under warranty". Not "may not be covered." All 3 of the problems were covered under recalls. Not sure what the warranty covers but the last repair was a bucking sensation from the transmission. Not part of the drive train? Our mistake. There are 5 Hondas in our driveway but this is likely the last. Definitely the last from Frank Brown!
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August 2019 by Nathan Krishnamurthy
Staff are courteous and knowledgeable! We were provided with all the information and options needed. We got two of the Honda models from here. Phillip was so helpful and did a great job!
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June 2019 by Timothy P.
Went to go buy a Toyota 4Runner. Alberto showed us a nice used model and rushed us to complete the sale. We agreed to 25500 out the door, total. No fees and we pay our own taxes and title on base back in NM. Dealer manager added fees back in at sale and said they were non negotiable, even though we agreed to was 25500 OUT THE DOOR. We kept asking for a carfax and Alberto kept saying "yeah I'll get that to you" and then dropped us off with the manager to complete the sale. We stopped and said show me the carfax before we sign, he then got on the phone and said "ok bring it over" like he knew what it was hiding. The report showed 2 accidents! Never mentioned! Hidden from us. We walked out. Never returning.
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May 2019 by Chett Earnheart
David in Parts is extremely helpful, knowledgeable, and courteous! He helped me find exactly what I needed. Don't hesitate to call or stop in. You won't be disappointed!
