An Open Letter to GMC
I hope you will take a moment to read about my customer service experience today at Ultimate GMC in Fredericksburg, Virginia.
I live in North Carolina, and had an event in Washington, DC last night. I drove out in our 2010 GMC Terrain without problem. I woke up early, at 0700, with an urgency to get back to my two-year-old daughter, as I hate being away from her, even for one night. I started my five and a half hour journey back in the sleet filled skies over I-95. I’m sure you can imagine my disappointment when I stopped for gas and smoke billowed out from under the hood. I assumed that this meant that the oil leak we had it in for service for the previous week had not been properly fixed, and I certainly did not intend to drive further.
I called our roadside assistance provider who informed me that we had 100 miles of towing available, and each mile past 100 would cost $4. I had about 400 miles of my trip left and even though I was an English teacher, I was able to calculate that we could not afford that tow. I thought quickly and searched for a nearby GMC dealership. Ultimate GMC in Fredericksburg was less than twenty miles away. I called there and explained to Dave, the service manager, what was happening. He told me to have the car towed there, and what ensued next will be forever known as the greatest customer service I have ever experienced. When my lovely tow truck driver, George, dropped me off, Mike from service greeted me by name and immediately had a team out getting our SUV down and into service.
Almost a decade as a Marine’s wife, I am not frazzled easily. And, even though I showed no emotion, it was as though Dave and Mike knew I was crushed to lose another day with my daughter. They checked in on me, provided me updates on the car, and had me back on the road within three hours. They never once acted as though I was an inconvenience (even though the waiting room was filled with people waiting for their cars) and they spoke to me with respect, something that is often rare in a male-dominated industry.
When Mike escorted me back to the front to settle the bill, he said, “I did have to charge you for the dye we used in the oil tank…” almost remorsefully. I shrugged it off until I went to pay the bill and saw that the dye was the ONLY thing I was charged for. There was no labor fee, no emergency car appointment fee, nothing. Only the dye. I was shocked. My uncle owns a GMC dealership back in Illinois, so I am used to great customer service there, but here was another story. I wasn’t anyone to these men, and being from out of town, it’s unlikely that I would be back for more service, or to purchase a car there. But I can tell you that I will never forget how full my heart felt driving away in my fixed car.
Often, people look at the business I own, serving military families, and my husband’s active duty status and thank us for our service. Mike and Dave from Ultimate GMC should be recognized for THEIR service. I literally cannot fill the pages with enough praise for these two men.
Thank you, Mike and Dave, from the bottom of my heart. You showed me that good still exists, and I promise I will promote your service and the mission at Ultimate GMC to anyone that will listen.
Bravo, GMC. This is what families need to see when deciding where to buy a car. I will never buy any brand other than GMC, based off of my experiences today alone.
CEO of Daddy’s Deployed, LLC