March 2023 by Luke A.
I purchased a new '21 Sierra AT-4 with duramax in March of 2021 from Lynch in West Bend. I live about 45 minutes away and pass a prominent dealership on the way to lynch, but i wanted to stay loyal because of the spectacular sales member who took care of me during the purchase (Alex H. Rocks!). I've had the occasional oil change and tire rotation since purchase. About a month back, a check engine light came on, and my obd sensor showed a P0676 which lead to cylinder 6 glow plug fault. I also had a fuel filter to be changed. I called Lynch and wasn't able to get in for two weeks, not a big deal I thought as it was minimal warranty work. I was scheduled for February 3 at 10.I dropped the truck off, and told them I'd like it done as soon as possible. They told me it will be done by the end of day and family picked me up from the dealership. At almost 3:30, i received a call from service saying that my truck wasn't finished in the shop. I was told that they would need to finish it on the following day. I was obviously disappointed, and asked if they had a loaner vehicle. They said they didn't (what dealership/service department doesn't have loaners?!). I asked if there was anything they could do, due to the massive inconvenience as it's my daily driver and only car. The service employee said he could drop 10% off of the bill for the fuel filter replacement which amounted to around $17. I asked for the service manager, and shortly thereafter, I was on the phone with Adam Retzlaff. I was very cordial and explained the inconvenience about how it took two weeks to schedule the service appointment, how i dropped off my vehicle off for five hours to not have anything done, how they need it back the next day to work on it, and also how they didn't offer a loaner. I explained that they offered 10%, and how it's a gesture (I appreciate you for trying Mike), that it was nothing compared to how much time and fuel I'll be spending because they couldn't get to it right away. Adam without hesitation goes right off and says how he doesn't understand that his employee offered 10% off because he wouldn't have offered anything. He said he would've told me when the vehicle was ready and that would've been the end of it, and started laughing during this conversation. For a role that is supposed to be pretty customer service oriented, this guy was extremely unqualified for the position he's in. I was shocked how he frankly didn't give a damn and immediately went off on his rant. I also know many people in the area as I grew up around there, and the guy has been hemorrhaging employees from the business, and treating other customers like garbage.This was my first new vehicle I've purchased, and I will say that it was great up until this last visit. I'll give the dealership near my home all my business from here on out, and will never go back to Lynch, or any of their dealerships. Hopefully management at higher levels will take care of this joke of an employee before he implodes the business with customers and fellow employees alike.