Edward S
Blue Grass, IA | 2019 GMC CanyonAugust 19, 2025
The people were very nice, and helpful. I was upset that the diagnostic inspection was so expensive, I thought that just inspecting the vehicle and determining the problem would be part of the repair, not a separate cost. Especially for a repair that was estimated for over $4,000.00 the diagnostic cost of over $200 should have been part of final bill, or deferred until work was completed. I also purchased a new Key FOB at a very expensive $175.00 and was charged $94.00 just to program. $94.00 just to Program a key FOB I felt was robbery, for an almost $200 item - programming to my vehicle should have been MUCH less.
Response from Key Auto Mall
August 20, 2025Thank you for taking the time to provide this feedback. Our customers are our greatest assets, and we value your business. Your feedback will be reviewed with our team and please don’t hesitate to call us if you’d like to discuss anything in greater detail.
Floyd U
New Windsor, IL | 2024 Buick EnvisionJune 20, 2025
It was mostly ok. I brought my Envision in for a scheduled appointment time, 11:00 AM. I was there 5 minutes early. I talked too, the first service guy I saw, William, and told him loudly enough for the rest of the folks in the service department to hear, that I'd be waiting for them to finish the oil change and tire rotation in their customer waiting room. I sat there until 12:20 PM waiting to be notified that this routine work was done. Finally, I went to check on the progress. Not seeing William, I asked another lady, also a service advisor about the progress on my vehicle. She discovered it had been completed for some time saying they didn't know I was waiting and apologizing for my long wait time. This isn't the first time I've been disappointed by the service department here. Last October, their failure to correctly diagnose an issue on my 2019 Silverado caused me to spend over $1500 to replace 2 grounding straps that probably cost $100 bucks. I've never quit on a dealership because of the sales department, but I have quit many because of their service departments.
Response from Key Auto Mall
June 21, 2025It appears the impression you received during your recent visit to our dealership does not reflect our standards of customer service. We appreciate feedback like yours because it helps us identify the areas in which we need to improve as a business. If you would like to discuss this issue in more detail, please give us a call so we can work toward a resolution. Your satisfaction is of the utmost importance. Thank you.
