Absolutely Disappointed with Scottie Bender - Unprofessional and Disrespectful I had an extremely disappointing experience with Scottie Bender, the Sales Manager at Frank Brown GMC. I was in the process of purchasing a brand-new $73,000 GMC truck--a major investment--and expected at least a basic level of professionalism. Unfortunately, Scottie failed on every front. I understand that negotiations can be a bit intense, but his behavior was downright unacceptable. When I asked whether the numbers I was presented with were final (a completely reasonable question), he rudely told me that he didn't want my business and suggested I go back to Florida to buy a truck. That kind of response is not only disrespectful--it's completely uncalled for. Throughout the process, I made it very clear that if he could meet the number I had in mind, I was ready to make the deal that day. I was also speaking with another manager at the time, which apparently upset him. Instead of handling the situation like a professional, he took it personally and completely failed to read the situation--or the customer. It became evident that Scottie doesn't handle pressure well, nor does he understand how to treat a serious buyer with respect. He seemed more interested in flexing his ego than closing a deal or addressing genuine concerns. To anyone considering doing business at Frank Brown GMC: I highly recommend avoiding any dealings with Scottie Bender. His lack of professionalism and inability to communicate respectfully with customers should be a red flag. Frank Brown GMC should seriously reconsider who they choose to represent their dealership--especially in a management role. read more

Frank Brown GMC - If I do it today offer... - Auto Repair Near Me - Lubbock, Texas

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I recently had a very frustrating experience with Frank Brown Lubbock Service Dept.. I dropped my truck off Tuesday morning because the check engine light had come on. After several days of waiting, I was told on Friday that they wouldn't even be able to look at it until sometime the following week. At that point, I picked up my vehicle and took it elsewhere. This didn't seem to bother Ronnie, as he just pulled it around and sent me on my way. The difference was night and day -- the other shop diagnosed the issue and had me back on the road in less than 30 minutes, and didn't even charge me. It's clear that customer time and customer service are not a priority here. Unfortunately, this experience ensured I won't be returning. read more

I tried to get my gmc serviced here and they told me even with an appointment they are so far behind it would take them three days to even look at it. Unless you want to be carless and jerked around do not go here!!! read more

Girlfriend just bought a 2024 Terrain with 5 miles on and has put less than 2500 miles on it and the transmission has gone out. She has gotten nothing, but the run around and excuses. She is a travel nurse and they won't provide her a loaner car and just want to get her a rental that they will reimburse her for. Why should she have to pay out of pocket for a problem that is out of control and under warranty. I wouldn't trust this dealership to help you cause all you will get is the run around. read more

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! read more

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. read more

Preface: I had a sour taste in my mouth from Toyota of Rockwall, if you want to see that review, check my profile. I test looked at and test a dozen vehicles in the Dallas area, but none were what I was looking for. I found one at Frank Brown and they were very patient and helpful with purchasing it. Kienan was my salesperson. read more

You can copy your review and paste it on any of the review websites below: Philip is a salesperson I trust and enjoy his gentle approach in being honest advisor. He never appears to be pushy, aggressive, and extreme sales pressure. He allows you to look ask questions and present options and follows through. This is my 2nd vehicle I buy from him at Frank Brown. I appreciate his sales expertise and his ability to listen to the customer. read more

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! read more

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. read more

Frank Brown GMC - Clear coat peeling off rims - Auto Repair Near Me - Lubbock, Texas

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. read more

Took my car to get worked on here. The man I talked to in the service department at the Honda. He was very dismissive, short, and condescending. They were not busy or had any reason for me to think that my experience should have been like that. Based on my experience, the next time I buy a car it will not be here. read more

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. read more

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. read more

After phone call and appt to test drive.... Salesman said there is a $5000 charge if leaving service area!!

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. read more

Awful experience. We took our vehicle for an issue with our air conditioning a squeak that we could hear in the rear. After two days we paid $80 for them to tell us nothing was wrong. they did try to sell us induction cleaning a new cabin filter. Our car is brand new so we decided to take it to Scoggin Dickey. They found the issue in less that a day and had both issues fixed. I went back to Frank Brown to let them know and had hoped for a refund. A sweet sweet man by the name of Terry listened and apologized and told me the service manager should know He took me back but of course "he wasn't available." Monday morning Terry called and offered a refund. Frank Brown's service manager never called... he had someone at the desk call. Terrible leadership for sure. Terry... if you ever read this, thank you for your help. You should've been selected as the service manager. read more

I purchased a 2016 Canyon from a Dealership in Dallas.It had 9000 miles on it and the A.C.quit.Itook it to Frank Brown GMC.I was informed by Sammy my service advisor that I needed a new compressor.They furnished me a ride home and a ride to pick up my truck. The service was execellent and the people were very nice.All of this and at no cost to me as the truck was still under warranty.I would highly recommend Frank Brown GMC to anyone interested in an honest repair at a fair price.Steve Clark read more

Find another GMC Dealership. I have brought our GMC in several times this year and have never felt close to satisfied. Their MO seems to be to get you to commit to a repair that does not address the issue at hand just so they can get your money. Then, they do their best to find every excuse to not honor your car's warranty and work around it. In other words, they work against you, not with you or for you. Also, they have kept our vehicle over night every time we brought it in, even when our maintenance was scheduled and relatively minor in nature. I tried to change my own mind by going to back the Frank Brown....save your time and money. Find another dealership. I will not purchase or take my truck or my wife's vehicle to Frank Brown moving forward. For lack of better terms, they seem to be a shady outfit. I will not refer my employees or family to Frank Brown. read more

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. read more

Dealt with Ronnie in service. Very professional. Called and let me know what was happening with the Saturn. Always informed me of pricing and work before it was done. Very impress after dealing with other service reps that never call. Transmission was expensive as expected at a dealership but with the rebuilt, I got 3 yrs/100K miles. Couldn't find anyone else in Lubbock to service a Saturn transmission. read more

I can't even give a 1 start to their tint department. I was treated like crap and still have a crappy tint job on my vehicle. Customer service in that department needs to be addressed. The manager sent the elderly man that is the cashier out to talk to me, because he refused to talk to me and when I finally stood inside long enough he came out and then just popped the biggest attitude with me. I have to take my vehicle back in for the 3rd time to have part of the tint removed. Never ever take your vehicle to get a tint job here. Lots of money spent for a job that looks like it was done by a 2 year old. read more

This place is absolutely horrible! I wish I could NO STAR this place! Do not let them use the fake charm and smiles they give you while trying to purchase vehicles. My vehicle isn't even a year old, my battery died and when taking it to service bay they informed me that my battery passed? How can that be if it left me stranded.... I then proceeded to take it to another service station and they informed me one of my cells was dead. "Frank Brown Honda" wouldn't change my battery due to it being driving damage and they aren't responsible. While all this may seem like nothing, this is just the tip of the iceberg... They say they'll cover this and do that but when push comes to shove they don't. Or they just don't listen to you. I even heard the shop people taking about how people complain about stupid issues and was going to and I quote "pretend to look at her vehicle and tell her it was fine" I urge you to go elsewhere as these people are just taking money from people. read more

Service was excellent. Nice helpful and trust worthy people. Very clean place.

I have a intermittent check engine light coming on since 8500 miles. When I'd take it in it would be off and dealer says they can't duplicate problem. I just exceeded 36,000 miles and now light is on permenant. I documented my onstar history and provided. Dealer is wanting $1000 to fix now. read more

They kept my truck for 10 days, $165 to re-set the check engine light. Nothing was repaired. Extremely displeased! They said they were waiting for the transmission guy, he obviously is not adequate! read more

Took my vehicle here to get my bumper fixed after a rear-end collision. It was a bit confusing at first (the body shop is actually called the Customer Service Center or something like that? Not "Body Shop") but I eventually found it after asking a very disengaged man behind the counter north of the cashier counter. Nathan greeted me when I brought in my car. While at first I wasn't confident I was leaving my car in good hands (couldn't access the printer, appeared not overly enthusiastic about his job) he had won me over by the end of this experience. After 3 days, he called and told me my car was ready. I came in to pay and upon inspection noticed what appeared to be a paint run. Nathan came over to take a look and was very kind. He apologized and said he didn't notice this when he inspected the bumper and would have the issue buffed out that day. I obviously misjudged him the first day because he cared very much about the job they did for me. We told him we could come back tomorrow so to take their time. The next day he called and indicated what appeared as the paint run was actually a dent in my bumper. Kind of a surprise to me because I had never noticed the dent before, but I assumed that might have been because the bumper had a shiny new paint coat so maybe the dent just wasn't as noticeable before. We came to get the car, but to my surprise, I could no longer see the imperfection. The cashier staff was kind and professional as well. I was satisfied with my experience here this week. My only recommendation for 5 stars would be to retrain staff on excellent customer service. When I originally came in and had difficulty locating the "body shop," I went into the service area (large u shape counter, wheels and accessories displayed for sale) and the man behind the counter was texting or playing on his phone. Instead of walking outside and pointing me in the right direction, he simply told me to go around back and the Customer Care Center was "right there." I didn't get the impression he was overly concerned that I got where I needed to be and it took me a few passes to stumble upon this oddly-named body shop. You are supposed to sell service, so sell it. "Service" doesn't have to be limited to vehicle repairs. read more

This was the easiest transaction ever. If you need a new or used car this is where you need to go. But honestly it wouldn't be so easy if it wasn't for our salesman. Never pushy -asked us what we wanted and needed. Very helpful. Go see Tyson Hall if you want a great experience and great car. read more

Very friendly and very helpful! I knew what kind of truck I was looking for and I found it at Frank Brown and Paul Vera was an awesome salesman he was very professional and made the process seamless. He didn't try to sell me a bunch of extras and helped understand all the new technology of the truck. I would recommend Paul to anyone who is looking for a great car buying experience. Very happy customer. read more

Extremely dissatisfied with Service Department. I have an 05 Silverado. When it rains or gets wet the truck will not start. This could be caused by several different things. Most likely the distributor cap is letting water in. After leaving my truck with John, my service advisor, he called to tell me that there were multiple misfires due to faulty plugs and wires. He said that there were aftermarket plugs and wires and they were mixed up, brand A and B together. I know this not to be true as I did replace the plugs and wires myself and took off brand A and put brand B on. John said they would replace the plugs and wires and should be good to go. The next week when it rained my truck did not start again. I think the mechanic did not want to do the work that need to be done. $800 later all they did was change plugs and wires and do a fuel injection cleaning. I will not be returning to Frank Brown GMC for service or any other car need. read more

Smoothest transaction I've ever had in buying a vehicle. The salesman did what salesmen do. Tried to sale the vehicle to me for more than I told him (they gotta eat I guess) but ultimately got what I wanted. Still a good and fast experience!! read more

Took our two vehicles in on two different occasions, and both had been damaged due to neglect or carelessness of the service department. My truck had been scratched down to the metal about an 1.5' on the driver's side door. Took my wife's car in and when she got it back, it had mud on the leather seat, greasy hand prints on the hood, and two scratches on the inside of the door panel, covering the entire door panel. We bought these two vehicles new off the showroom floor last year on the same day. My truck is a 2016 Sierra All Terrain X. My wife's car is a 2016 Terrain Denali. I have since spoken to the General Manager and informed him of what had happened. He informed me that he hadn't heard what had taken place. I am still waiting to hear back from him. It's been two days going on three as by the time of this posting. I don't see much happening as to this matter be handled, resolved, or acknowledged. Too bad Frank Brown's service department is not as good at taking care of their customers as good as their sales team. And to put things into perspective, we had the opportunity to purchase the new Honda Type R. But we turned it down due to the fact that we were overall displeased with Frank Brown's service department and did not want to take the chance of that car getting damaged also. Now we have the remainder amount of time of the extended warranty that we purchased to worry about when we take our vehicles in for service. Copy read more

I rarely leave reviews, and just think 'buyer beware'...but in this case, it has to be said for women looking for a good mechanic. We went in to have a headlight replaced on our Yukon, and while in I said to check the brake lights, turn signals, while they are there. Big mistake, there was nothing wrong with my brakes or signals, and I should have left it alone. Took 2 hours. We drove off not knowing that we had no brake lights, didn't realize until my daughter pointed it out later following behind us. Took it back, they said "it worked when you left" and it will take $90.00 just to go into the tailgate to diagnose, and the costs of repair will then be determined after that. I knew instantly not to trust them, and went immediately to an independent mechanic, and all it needed was light bulbs...Got it all done and perfect for $20.00. I've never trusted dealer mechanics, and that experience confirmed that mistrust. read more

This place is despicable!!!!! I purchased over $130,000 worth of vehicles from this place and traded them some extremely nice vehicles that most definitely made them some great money. I go back in today; about two years later, and try to trade up one year model and about 25,000 miles. All the same bells and whistles on the vehicles. I found that being a loyal returning customer means nothing to these people. The sales manager would not work the deal at all. He had the used truck on the lot priced $8,000 over fair market value and would not come down. I assume he had my truck priced about $7,000 under fair trade in value. I say assume because they would never show me the numbers. These sad sacks would only tell me they could not get the job done unless i wanted to put $15,000 down. There should have been a $5,000 difference if things went bad for me. ohhhh they went bad. I will never return to this place again. I have never seen such a pathetic sales staff. I did not expect red carpet and wine but I did expect a fair trade and a little effort. HA HA HA HA..... Please do yourself a favor and go to another dealer. these people are unbelievably greedy, lazy and ruthless!!!!! read more

Sammy and his technicians where great at resolving the problems with my daughters car. I really appreciated them taking care of her while she is away at school and not living near home. Thanks again for the great service... read more