Disappointed with dishonest upselling and "immediate attention" alerts I brought my 2023 Buick Enclave into Bill Kay Buick GMC in Downers Grove, IL for routine service at 40,985 miles. Following the service, I was given a multi-point inspection form with three items marked under the highest urgency category, "Requires immediate attention": • Wiper Blade Replacement ($58.95) • Replace Cabin Air Filter ($132.00) • Differential Fluid Change ($534.95) Unfortunately, these recommendations did not line up with the actual condition or history of my vehicle. Both the cabin air filter and the wiper blades were replaced less than a year ago and are still in great working shape. Had the technician physically checked them or operated the wipers, it would have been clear they didn't need to be replaced. Additionally, according to the official Buick service manual, the differential fluid change isn’t due until 75,000 miles—meaning this recommendation was pushed nearly 35,000 miles too early. If the dealership is making recommendations purely based on generic dealer timelines rather than a physical inspection, they really should utilize the "May Require Future Attention" rating with a clear explanation. Labeling items that are perfectly fine or thousands of miles away from their service interval as "Requires immediate attention" feels like an unnecessary scare tactic to get customers to spend over $700 on unneeded maintenance. I raised these concerns directly with both the Service Advisor and the Service Manager, but neither could offer a clear or satisfactory explanation as to why these items were flagged with such high urgency. Despite flagging these errors to management, the automated pressure has continued. I have since received three automated follow-up emails through their Xtime system pushing me to book these exact same services, with the latest email even offering a 5% discount to try and close the deal. I wanted to share my experience so other local drivers know to double-check their vehicle's owner manual before agreeing to additional services here. I hope management considers being more transparent with their inspection reports and turns off the aggressive automated marketing loop when a customer has already pointed out that the recommendations are completely unneeded.

I have left two or three 5-Star reviews for Bill Kay Buick GMC in the past so I debated a couple weeks about responding to all the Customer Satisfaction and “How Did We Do?” requests for questionnaires and reviews about the service I received from or regarding Bill Kay Buick GMC in Downers Grove. They were persistent (3 from Bill Kay, 2 from Buick and 2 from CarFax. There were 3 from XTime.com that I’ll address in a separate review) so I figured they really wanted to know. [Long] I was very disappointed and surprised by the overall lack of good customer service. Bill Kay Buick GMC makes a bold claim about their great customer service, but sadly, this no longer appears to be the case. Two significant issues this time, one I’ve related below, the other I may put in a second review as it deals with an even more serious issue. I brought my vehicle to Bill Kay Buick GMC for an oil change and tire rotation special. However, the tire rotation was not completed during the initial visit, and I was charged for more oil than was required. When I questioned this, the Service Advisor stated my vehicle took 8 quarts of oil and not 6 quarts that the promotional price included. This resulted in an additional $24 above the stated promotional price in total. I was running late for my next appointment and was unable to verify until later. Upon returning home, I reviewed both the service manual that came with the car and fluid service specifications found online and BOTH confirmed my vehicle only takes 6 quarts of oil! When I returned to address the issue, the dealership completed the tire rotation. However, obtaining the correct refund required several attempts, even with the assistance of the service manager. Initially, the dealership offered to refund only the cost of two quarts of oil (about $12), but that adjustment still did not bring the total back to the original promotional price. An additional adjustment was made, bringing the total refund to $24.05. I expected all services included in the promotion to be completed during the initial visit and the advertised price to be honored. The issue was eventually addressed, but the process was unnecessarily time-consuming, demonstrated poor communication within the service team and required repeated trips and efforts to obtain the appropriate service and adjustment. I recommend carefully reviewing the invoice and confirming that all advertised services are completed properly before leaving. In addition, before you decide to have any of the recommended "Requires Immediate attention" services done, get a second opinion someplace else.

Great experience. Went to other places and attitude and demeanor definitely plays a big role while car shopping. They all made the experience enjoyable and would prefer to give my business here than elsewhere.

I test drove a few cars before purchasing. Juana and Rick were both very helpful in answering any questions I had, were non-salesy and pleasant to deal with. Very happy with my overall experience and the customer service!

The team of Rick, Sales Mgr, Jordan and Amr, and Bill in Finance took very good care of us with our purchase. Even down to the small details! Very happy with the experience here.

Good service and good communication

My Car was serviced in a timely manner and I was informed about what was going on with the service.

To Jr and Rick thank you for being patient in knowing what I need I am glad to have worked with you and I will send several your way for your great service 💕

Dylan was a pleasure to work with. He was extremely knowledgeable and kept the process simple and efficient. Absolutely would recommend him to anyone.

Dylan was up front and honest with what we could do. He made the experience seemless and quick. We will definitely be doing business with him next time we are in the market!

Daniel and Mina were awesome to work with!! They were very knowledgeable and answered all our questions and didn’t pressure us to make a quick decision. Would highly recommend them!! Thanks for helping us purchase our vehicle!

Best car buying experience I've ever had! Dylan made the whole thing so smooth my husband and I are still in shock! In and out the door in an hour and a half, no fuss no mess. He didn't butter us up to get the deal, everything was straight forward with no surprises. He's our guy from here on out!