I normally try not to write a review in a negative fashion about a company because I hope my poor experience is a one off, but this time I have to. I tried to contact the General Manager to experience my concerns about how dissatisfied I was only to be told I cannot be given their information that they can call me? Why is it that they must have all of my contact information so they can contact you whenever they want but if you want to discuss something you are not allowed to? Well here is my letter Mr. General Manager; you may want to rethink your policy of no contact. "I wanted to take a few days before writing you to ensure I did not let my emotions get the best of me. I came in Saturday with 100% intentions of walking out of your dealership with the purchase of a new car; instead I left knowing that I will never come back. The first point to make is the inability for your sales rep to honor his own appointments that he set. The individual called me several times throughout the week, to tell me about "how great our sale is", or "how you will never find better service than with us." I appreciated the fact that he even wanted to set an appointment for a set time so that "you don't go un-noticed and lost like a tumbleweed", our appointment was for 11am this past Saturday. He then called me early Saturday morning to move the time to Noon (understandable, things change.) I graciously obliged and arrived with my fiancé at noon, only to notice he is working with someone; after ten minutes he comes up to me and tells me he needs ten minutes to finish giving them a quote. An hour later; still no service we have now sat there wasting our time, finally a young man came to at least look at cars and see which ones we like, now two hours pass and he has still not assisted us. Finally, frustrated I ask if we can at least test drive one; now after two and a half hours the young man who should us the cars ran our trade in report and started looking at figures. This is where my second issue comes in. My trade-in was vastly undervalued; coming from the view of two credible resources as well as two different dealerships; I understand the whole back and forth nature, but after wasting the better part of my day do not insult me with a low ball of that nature. Finally, after not getting any budge from them and still irritated that after three hours the sales rep who called us in has not helped us I asked for my keys back to my truck because we were obviously not even close. This is where the icing on the cake occurred; as I turned to walk away after expressing my thoughts on not being at an agreeable point, your "manager" or whomever was behind the desk doing offers laughed and said "yea, OKAY NOT even close HA." That type of arrogance has no place in a service industry. I myself am a Territory Manager for a Fortune 500 company and know for a fact if I were to demonstrate that type of inability to honor my appointments with customers, show disrespect, and inability to take care of a customer I would not make it out of that month with my job and rightfully so. I may have looked like the youngest person purchasing a car that day but my business is still just as important especially when I am coming in, not to look around but to actually start a purchase immediately. In a business of your nature, I found it astonishing that your team lacked the one ability that is most needed, customer service. In this day in age, between competition; not only with dealers that offer the same brands but also the true competing brands, and vast amounts of review sites; you would allow your team to act in a manner of disrespect and wasting my time. Instead though of using a review site I would rather come to the source because I believe it is unfair to attack a company publically. I really liked the car I looked at but cannot bring myself to come back to your establishment; if anything I will go to a different GMC dealer and see if they can be of better service. I am even tempted to drive, what 200 yards down the same street to Chevy and pay more for a vehicle simply out of principle. The only positive I relay to you is that your employee Josh really did try to at least assist us after he noticed our lengthy wait. He demonstrated true teamwork which was refreshing after seven or eight people walked right past us without a care in the world. He is an employee you may want to characterize which searching for new additions. I appreciate your time and attention to this letter. I wish you and your company the best, even if I will not be a customer in the future. " read more

If I could give this dealership zero stars I would. We were interested in purchasing a used BMW Wagon. We looked at the car, test drove it, discussed and agreed upon a sales price of $26,000, (no haggling in our part - 'tis was the advertised price), paid to have it checked out by our mechanic and when we went to finalize the purchase, (for which we had pre-approved financing from our bank), they tacked on an additional, never before discussed, $500 administrative fee. My husband, not knowing this is customary, (although Consumer Reports says the max you should pay is $150-300), refused to pay and walked out on the deal. I called the salesperson, who apologized for not previously mentioning the fee. I said $500 is a pretty steep "admin fee" and asked if he could do any better, suggesting the Consume Reports recommended $150-300. He said they might be able to reduce the price of the car $200 and leave the admin fee at $500. I then asked to confirm that the all weather floor mats we'd seen in the car were included with that deal. He said he'd have to check with sales manager, Aaron Spearman and get back to me. He checked and called me back the next morning and said the price is $26,499, including the admin fee. So, this sales manager, Aaron Spearman, has decided it's better to piss off a customer who's gone out of their way, and spent time and money to purchase a used vehicle, paying full price, no less - than reduce the admin fee by $200. We'll never do business with Brogden and suggest buyers beware their excessive admin fees. read more

Last week I found a 2017 Sierra SLT on Robert Brogden's website marked down $13,000. I called and talked to a salesman about the truck. He said they had several and we set an appointment for that afternoon. When I arrived no one could find the truck. He took me for a test drive in a like truck while they got the one I wanted ready. When we got back I was informed the truck had sold. I ask about them having several like it and was told only the one was discounted. Two days later I found a truck on their website discounted $20,612. It was a $56,750 truck with a sale price of $36,138. I called and talked to the Internet Sales Manager and was told that price was wrong. He said someone must have entered the discount wrong. I talked to four people at the dealership and everyone said the price was wrong and there was nothing they could do about it. Yesterday I looked on their website to see it they were still doing the ole Bait and Switch. I found a truck listed for $52,340 with a sale price of $6. I did waste my time calling on this one. The price could get entered wrong once but to keep doing it is False Advertisement. I have saved screen shots of all of these listing and have reported this to GMC. I have bought from Robert Brogden in the past but I don't trust to ever buy from them again. read more

I bought a car at this dealership with the understanding I do not leave in the area. They told me no problem they are open late and on saturday's. I receive a recall and call them up explain I work Monday - Friday 8:00 - 4:30. That I could get it at 5:00 or Saturday to fix the recall. No they now say that I have to take off work loose my pay for their recall. Will not give out a loaner car so I can bring it in early take the loaner car and bring it back that evening. Service man was very RUDE he didn't care. read more

The most dishonest car buying and servicing dealership I have ever dealt with. At time of car purchase we were sold an extended warranty that (we found out later) covered absolutely nothing! We took the car in for servicing 3 times in 2 years and the only thing the $2,500 warranty covered was one of their mistakes from when we took the car in two weeks prior! Would never do business with them again! read more

Always a friendly and professional staff. I didn't even have an appt scheduled and they worked me in. My vehicle was clean and ready for pick up as promised. read more

Service arrow directs you to the back of the garage bay, no signs telling you you're on the wrong side. Once on the right side and in the bay, was not greeted at the car to start the check in process, instead someone from the service dept just said 'go in there.' Once I was greeted, I wasn't provided his name. I had to ask when the car would be done and then I had to ask where do I wait. Oh, I got to wait in the sad little waiting room where I heard employees arguing about work that one from the service dept didn't want to complete. Sad the employees feel they need to try to convince customers to give them the highest score on the survey otherwise they 'fail' the survey. Doesn't sound to me that is the best way to improve your customer service scores. It wasn't a pleasant experience. Gratefully, was just there for a recall fix and don't need to go back. read more

I was having problems with the headrest on the driver's seat. So I took my car today to Robert Brogden for repair. I was told they could not look at it, that I would need an appointment. So I took my car to Randy Curnow to see what they could do for me and they had it fixed in less than five minutes. I have NEVER had a good experience from Robert Brogden and I cannot recommend them to anyone. Last time I was there was a year ago. The service I received was horrible. I wrote a letter to the general manager and received a phone call from their new service manager who said he was working on improving service support to customers. In a year's time, it's obvious that not much has changed. read more

Absolutely horrible. The salesman had no respect for me or my husband. In fact, he asked "Who is this guy to you?" then proceeded to pressure sale me into buying top of the line when all I wanted to do was test drive. After an hour of him interrogating me, he finally said I could take the car around the lot because it didn't have a plate. Total BS. Worst service I ever experienced. Hope the dealership goes under. read more

THIS DEALER DESERVES 0 STARS!!! I have had the worst experience possible with them. I should have known the day I purchased my car and it took the entire day to negotiate, while they were trying to sell me anything on their lot that was over my budget. My Envoy is having its second engine issue since purchasing it from this dealer. My 5.3L V8 that should last me 300,000 miles is parked at 92,000 miles because I have it into another GM Dealer to repair it. Their service department failed at replacing the piston rings correctly. The first time I brought it in for the large amounts of oil consumption, the service writer assured me I would be getting a new engine under my certified pre-owned warranty. He was wrong, and no longer works there to answer for his actions. No one seemed to care that he had told me this falsely either. So I now have an engine that has been opened and had major repairs done 2 times. I took it to another GM dealer who openned the engine to find that their errors have now caused me to need a new engine. My husband also had to replace the sway bar link that their service department replaced incorrectly too. Thanks to their lovely 12,000 mile / 12 month warranty on their repairs, they were less than willing to help on both of these items. I am in the market for a new vehicle. Not by choice, but because I have to be. This will be the last dealership I would ever go to for a new vehicle, and certainly not another used. I will and have shared this info with everyone I know. No one deserves the experience of buying a vehicle from this dealership read more

I was able to make an appointment for an oil change on short notice, and the service was done quickly.

Worst service ever ever. I purchased a used car here and I regret it every day. The salesman were absolutely jerks it took them almost a year to get my refund for my warranty because the younger guy in finance absolutely didn't know what he was doing. To anybody reading this find another G M because this one is "crap". Please excuse my language read more

I bought my car at Brogden's 2 years ago and my past experiences have always been good until now. 1. I felt that the service rep (man) was very condescending and rude. He heard me but did not listen to me. He tried to rush me along without asking if that was all that I needed. I had to stop him and repeat the "air bag" problem before he wrote it on the service request. 2. I wanted an oil change and a tire rotation with the tire pressure set to 30psi front and 32psi back. I was also having a problem with the passenger air bag and seat belt warning flashing with no one in the seat... also the "service passenger air bag" warning will flash. This problem has not been fixed. It was reported that the computer indicated that there was no problem. I informed them that if it happen again I would be back. To date it is still doing it. 3. Next as I was driving away I checked the tire pressure the front was 32psi and the back was 34psi. I drove back into the service area and was told that they set it high when it was cold. Bull... then why is it recommended other wise on the door plate? The pressure was corrected after I complained. 4. 12/18/2013 @ 7.52 I recieved a call from 859-908-3266 asking me about my recent service. When I answered that I was less then satisfied and started to explain... the caller hung up on me. VERY UNPROFESSIONAL!! 5. It is a 60 mile round trip for service and well worth it if the service is good. Lets get it right the first time!! read more

By far the worst dealership I have ever dealt with. If I could return my car I would. They gave me the wrong set of spare keys, the drivers side mirror doesn't work, the washer fluid sensor doesn't work, and there is a huge dent in the bumper. On top of this, it is a certified vehicle which means all of this should have been found in the "certified inspection". I then call to tell them about this stuff and they don't even have a vehicle listed under my name because it was under a different customer's name. They then tell me they will order the parts and call me Monday. I call them Wednesday and they don't see any parts ordered for me. It is because its STILL under someone else's name. Then the parts all the sudden showed up while I was talking to them. I then have to wait a week to get an appointment for them to fix the parts that should have been fixed before it was sold to me. I dropped it off the night before for an 8am appointment the next day. At about noon, I called to check on the status of my vehicle. They once again can't even locate my vehicle. I was told I would be called back and I never was so I called 3 hours later. Once again they can't find the vehicle under my name. Then they tell me they are working on the mirror. I asked about the windshield washer senor and they mysteriously didn't know that needed to be fixed. Now I am being told my car wont be ready today. These are 2 simple fixes that will take 2 days to complete... I would highly recommend spending your hard earned money somewhere else. Once they get your money, they could care less about anything else. There are some good people there who are working on fixing the solution. The sales team including James Adams and Renee have been very helpful and considerate in this situation. read more

Stay away from here!! They do not care about customers one bit. They made a large error in our sales tax that we did not find until going to license the car. No one would get back with me or my wife to know if it was something they were going to fix or we needed to work with them on. When I finally go to the Dealer I wait 35 mins for a manager by the name of Rodney to tell me not our problem, we made a mistake and are not going to make any gesture to make it right. They could care less about customers only the sale,,, they lost all service and future purchases from me and my friends for making no attempt to fix their error. read more

**SERVICE DEPT PROVIDES AWFUL SERVICE** I DO NOT recommend using this dealer for service. I took my 2014 Buick Verano that was making a rattling noise in for repair. First they had my car for 4 days then an additional 2 WEEKS to finally figure out what the noise was. When I went to pick up my car I asked if they would give me discount or coupon for future services for the inconvenience of them not being able to fix my car for 2 weeks. The associate's response was, "it's not our fault, you wanted your car fix". This is NO way to treat a customer. Well a few days later, I received an email asking about my visit, so I sent a detail response of my awful experience. I never heard back from them (which the email assured me the General Manager himself would reach out). Moving forward, months later, I scheduled an appointment with them for a simple oil change which I figured they couldn't get wrong. A day later, I received a call from the manager stating because of my "bad" experience and my email that I had sent, he rather I went somewhere else for service. What kind of dealership sends away THEIR customers that own THEIR cars that are still under warranty!!!!!! My car only has 14,000 miles on it and is fully warrantied until 50,000. BAD CUSTOMER SERVICE!!!!!!!!!!!!! read more

I took my 1999 Buick Regal there for a recall. The day after getting my car back, my car would not start. Told me that the butterfly valve was dirty. $100+ to clean it. The service me were less than friendly. After visiting their service dept., my car continued to have strange issues. I would lose power (car would shut off) randomly, including the freeway. They would not admit to anything and I refused to pay them for any more service. Worst place to go in Olathe for any auto related situation. read more

Horrible experience. they let me take a car overnight with a discussion of 11,500 as price. Dealer was aware I would have a 2 y/o riding in the car.Took the Honda for pre-inspection to my mechanic. He informed me dealership put wrong brake pads on car and did not grip when tried to stop suddenly. He was concerned about my safety just driving it back to the dealership. Salesman presented the info to manager he blamed it on service dept. They wanted to argue about the fact they replaced pads (however wrong pads) and never expressed any genuine concern over the fact they my life and dtrs were in jeopardy for 24 hrs. Replacing brake pads with an improper fit is extemely negligent and says a lot about the credibility of this dealership, The final insult before I walked out was the manager offered to sell car for 12,2000 (obviously higher than price salesman discussed). Deceitful, unprofessional and does not care about safety! read more

I can't say I have ever been treated this poorly. I was ready to purchase a vehicle after much research. I finally see the online price I was looking for and the internet said the price was good through the end of today. I called the dealership in the morning to confirm the price and make sure the vehicle was still in stock. They confirmed and scheduled me an appointment with Phillip, the sales manager. I get there at the scheduled time and Phillip would not meet with me. I talked with one of the sales people and he went to check on everything. After a 20+ minute wait, the sales guy comes back to tell me they now can't give me the online price because the internet had changed. The vehicle itself was still in stock. They did decide they wanted to sell me different option. I guess I was naive to expect more from a dealership when I was ready to write a check for more than I spent on my first home. read more

Giving 1 star is being generous after our experience at Robert Brogden. After nearly a year of shopping for a new vehicle for our family, I thought we had finally found THE ONE! Then our worst sales experience EVER happened. Initially I found the vehicle on AutoTrader and emailed to inquire for the carfax and service records. After been passed off twice, I finally got an email back from Doug. Doug was very helpful and kind. We made the 2 hour trip to the dealership. On our way there, Doug asked that we ask for the used car manager, Larry. Upon arrival, we asked for Larry. Somehow, we ended up with Cliff. We took the car for a test drive and decided it was the car we would like to purchase. We asked to see the numbers for our trade. I was very upfront and honest about our responses to the questions with our trade in. Now remember, we have been looking for a year. I know what I have been offered from other dealerships for trade and I also know what my car would bring at auction. So I did have a minimum I would accept on trade. Cliff disappeared and came back sometime later. He puts a piece of paper in front of us asking for a large downpayment and giving us a payment range. He advised us that the down payment is 20% and that's what most lenders require. Now I'm not stupid, but since when is $6700 equal to 20% of $15,900? Anyways, never once did I ask for a payment. He keeps throwing this payment of $465 at us. So here we are. Buying a $15,900 van with a $6700 down payment and then a $465 a month payment for 48 months! We are up to a $30,000 purchase price... on a $15,900 van! After realizing this, I became assertive and told him I needed trade numbers. Cliff became defensive, gave me back the keys to my car and told me we wouldn't be able to make a deal. Apparently they don't like an educated and well informed buyer. Don't walk... RUN as far away as you can from these crooks! read more

I bought my Terrain in April of 2015. I have had several issues with vehicle. I'm assuming dealership gets reimbursed for warranty work so I don't understand the lack of concern wanting to help a customer with their vehicle. This is my 3rd purchase of a Terrain in the last years. I purchased all of them brand new. When I bought this vehicle there was a nail in the tire. I told sales associate I wanted a new tire put on before I would buy it. He kept trying to reassure me that fixing it with a plug would be just as good. I don't honestly know the validity of that statement, but I have had sensor issues ever since I bought the car with only the passenger side. I have never had a sensor issue on the driver's side. I stated it every time I've brought in my vehicle. About 4 months ago I brought it in for oil change, tire rotation, with tire sensor issue again, and radio display issue. The previous time when getting oil changed they said they reset it and my tire sensor should be fine. Well, it wasn't so when I brought it in for the radio display upgrade to fix issues they worked on it again and said they had it fixed. I left dealership and within basically 2 weeks it did same thing again. My sensor dropped and said the tire needed air. I pulled over, knowing that I probably didn't need any air since this is an ongoing issue, and put a little air in. I then proceeded down road and now the sensor said there was to much air. I pulled over again and let air out. Since April I have driven over 3,000 miles. The sensor came back on again showing one tire low again at 28. The following week I took it in to dealership. Explained since last time's fix how I pulled over had to refill, then let it out, drove 3000 miles and now sensor was on again. The guy told me there was a nail in it this time. Even if the nail was the actual case for this time, it wouldn't explain all the sensor issues back on April 28th I had of it going back and forth. His response is he can't explain for that. I'm sick and tired of pulling over to get air and then the sensor jump right back up and then showing to much air. It will hold whatever air I put in it and stay the same until sensor goes wacky again. I never had this issue with any vehicles like this in the past. I drive approximately 40,000 miles per year. First I would like the issue actually fixed, second I don't think it should take me a year of explaining it every time I drop it off for an associate to say they will actually check it out. Also the service department that day was just not on. Not a single customer there when I dropped it off was happy. I was told to be there at 7:15am, which means I had to be up at 5:30 to leave my home at 6am with 2 kids to get it there. This was so they could check it in and get me a loaner car. Upon arriving the guy said the lady that does that loaners wasn't even at work during this time. Yet Sylvia told me to be there then to get it done, and I explained I had to get to work. No one seemed eager to help get the loaner. Then once paper work was done they called for a guy to pull it up front. No one came. Finally a guy from service walks in and he was gathering trash. He snipped at guy at desk "you know I'm the only one here, right?" to which desk guy replied "I called for a vehicle to be pulled up". Again guy gathering trash said he's the only here. Desk guy said then why are you gathering trash. He continued with trash. Desk guy called and asked why guy was getting trash if only one here. Finally desk guy went to get trash. Then service department was laughing because a gentleman who just bought a brand new truck from you less than a week ago said it was jumping when he got above 70mph so he wanted it balanced. They weren't helpful at all. Man left and they proceeded to kinda chuckle about the ordeal. Man left came back in and was looking for manager, who wasn't in yet. He reconfirmed again there was no way possible to get it in and only at that time did she ask if he had an appointment and said they couldn't get him today. It wasn't until end that she, Sylvia, finally offered to make her an appointment. Then poor other elderly man thought tire rotation was part of his oil change. Just wasn't a good experience at all. read more

Be careful buying any car for this dealership. I went to buy a car for my son and they said it had been through their "107 point " check. A friend of mine said I still needed to take it to my mechanic to be checked out. When I told the salesmen that he said it wasn't necessary because everything on the car had checked out ok but if I felt I needed to..."go ahead". I did and the car needed a minimum of $2000 worth of work. It had a ping in the engine which is never good. I did not hear the ping but when you opened the hood with the car running you could hear it. I then took it to another mechanic for a second opinion and he said the same thing. The shocks were out, various fuses, etc. When I returned to the dealership and told them, they took $100 off of the price. They were trying to sell me a car that they said was perfectly fine and it was a lie!!! Please take any car to a mechanic, espically if you buy from this dishonest dealership!!!!! read more

Don't ever buy anything from these people! My wife & I were really trying to buy a vehicle from them, but they just could not get it right. I've never had a car dealership screw up so many times & basically force me away from buying a vehicle from them. We wanted to test drive like 3 different vehicles & they could not track those cars down. They pretty much said that they had lost the cars. Never heard that one either. No one was ever able to answer any of our questions about anything. How can you sell something if you do not know anything about it? The icing on the cake was when we were finally able to test drive 1 of the vehicles that they "lost", it ran out of gas at a busy intersection during rush hour traffic & my wife was pregnant at the time. Talk about putting a potential customer in a dangerous / unsafe environment. Everyone there was rude! They are all liars & shady sales people. They had so many chances & in the end, I'm so thankful that we did not buy anything from them! Stay away people!!!!! I'm warning you!!!!! We ending up going to Hendrick Chevrolet Shawnee Mission instead & received the kind of car buying experience everyone should receive! They were awesome & everyone there was great! read more