Ed Morse Sawgrass Auto Mall

My Service Advisor Jose Gonzalez is a Rock Star! He is the reason that I continue to lease at Ed Morse Sawgrass. He is always there to answer any of my questions and address my needs. He is the absolute best!

Overview of Dealership Experience My experience with this dealership and its service department has been disappointing due to their lack of interest in resolving issues. Whenever a problem arises, no one seems capable of making decisions directly; instead, everyone needs to consult someone else before taking action. When I purchased my car, I interacted with some of the most disengaged individuals I have ever met, giving the impression that selling cars was not a priority for them. If I had not been pressed for time to purchase a birthday gift, I would have chosen another dealership. Recently, I brought the car in for service. During this visit, the service technician, Joshua V, charged me for a wheel alignment that I neither requested nor authorized. Typically, wheel alignments are recommended when new tires are installed or if there is an alignment issue, neither of which applied in my case. As an owner of multiple cars, I have never received an alignment outside of tire replacement. I scheduled the service using the GM app, specifically selecting only the services I wanted: an oil and filter change, tire rotation, cabin air filter change, and a multi-point inspection. GM rewards points can be used to pay for service, and I opted to use my available points for this visit, as I had done previously. As my daughter was dropping the car off, she called me so I could provide my member number to the rep to cover the service. We reviewed the scheduled services together, and at no point did the representative mention or suggest any additional service. About ninety minutes later, I received another call from the service technician requesting my member number again. When I asked why it was needed a second time, he could not provide an explanation. As I was accessing my account for the member number, I asked why hadn’t it been written down on the docs but again, he did not provide an explanation. Although this was unusual, I provided the number since I was traveling. Again, there was no mention of a $300 wheel alignment on the service ticket; had I been made aware, I would have declined the service regardless of any recommendation. Upon returning home, I checked my GM rewards account and noticed my points balance had been reduced to zero from over 56,000 points, which was unexpected since previous services only deducted 10,000 points. I anticipated a deduction of 10,000 to 20,000 points, not the entire amount. Reviewing the invoice revealed a wheel alignment had been added at the end. I tried to reach Joshua, the service technician, but did not get a response. I also contacted the dealership multiple times, leaving messages for Jose Gonzalez, the lane manager, and Bob, the service manager, but received no return calls. Eventually, Joshua returned my call, but his attitude was defensive, likely informed by the messages I had left. Unauthorized Service and Lack of Accountability Joshua accessed my GM rewards account and applied the points toward a service I did not request nor authorize, depleting my entire balance. He insisted that I wanted to use my points to pay for service, which is true for authorized services only—not for unauthorized or unnecessary ones. He expressed concern about the cost coming out of his paycheck yet seemed unconcerned about charging me for unrequested services. Joshua should be responsible for the cost of this service, which I am not even sure was performed, especially since there was no alignment issue nor a report justifying the service. I am willing to pay for any services I request and authorize. I would prefer not to spend my time writing unfavorable reviews and / or chasing disengaged individuals, but the lack of accountability from management, particularly Jose Gonzalez, has left me no choice. No one from management has contacted me, indicating a reluctance to address and take responsibility for the unacceptable conduct of their staff.

Our experience at the dealer was good. The vehicle we were interested in originally was sold by the time we got to the dealer, but our salesman convince us to take a look at another similar vehicle which we liked and eventually purchased.