Bell & Bell GMC

The entire service experience from this facility was abysmal and disgusting. I bought a car from Carvana and ended up at the dealership for needed repairs per the warranty company, SilverRock. From the moment I walked through the door in tears-over an hour from my home in NC-I was treated poorly. I dropped my car off on a Thursday and was told they could look at it on Monday. Melissa was the advisor who checked me in. She appeared very put off. I gave her the benefit of the doubt as I have worked in automotive repair. Monday I was told what the issue was and the repairs needed. Again, this is all under warranty. I was given the quote and told there would be an additional $258 out of pocket. Melissa was rude with every interaction. SilverRock had reached out to me 3 days later as the repair was not yet completed due to waiting on the part. I asked them about the additional costs and if there was any way they would cover it. They agreed and said to have the advisor call them. I called Melissa and told her they would be willing to cover the remaining balance, if should could please call them back. She flat out refused stating that, "I will not do that! I have already spoken to them and they already said they wouldn't cover the balance." I called and spoke to SilverRock again-they said they would call her and take of the bill. When she called me later that day she was even more rude and very unprofessional. She said to me, "Did you tell them to call me?!" I said they told me they would call you since you refused to reach out to them. She was disgusted, but they did indeed cover the remaining balance. My husband and I spoke to the Service Manager, Kyle Bell. Yes, that Bell. We told him of our concerns with her unprofessional, terrible attitude. He at first made excuses for her behavior and eventually apologized insincerely. We had to order another part that was on back order. Kyle assured me that he would put my paperwork on his desk and he would personally monitor part arrival and would call me himself. This was middle of October. I called end of Nov. and left Kyle a message asking for an update. On Dec. 3rd I got a text from GM stating that my part had arrived. I was very sick with covid for a couple of weeks so when I felt better, I called again and left him another message. I still had not heard back from him. I called again end of Dec. and left a 3rd message. When he failed to call me back, I called the 2nd week of Jan. and asked to speak to someone higher up. William Bell Jr. took my call. I explained all that happened and expressed my frustration with everything and lack of communication. He assured me he would look into everything and call me back. I never heard back from him but the next day, Kyle called me. Neither him or his father once apologized for my experience and what was happening. Kyle stated he was calling to set up my appointment for final repair. He was very distant and almost sounded put off. I set the appointment and he was content to end the call. I asked him why he failed to return any of my calls over the last couple of months. He had the audacity to tell me he never got my messages due to "phone issues, we are replacing our phone systems". This facility has nothing but excuses and the worst customer service I have ever experienced!! I have been in customer service for over 25 years and the people need some serious training in that area. At this point, we have replaced a part that had hardly resolved my concerns of burning smell in the cabin or the voltage issues that are still occurring. Final repair was for 3rd row actuator...we will see if that is done correctly. I would avoid this place at all costs. Reading the many reviews (on many platforms) about Melissa she appears to pick and choose which customers she is kind and helpful to. Kyle Bell needs to learn accountability for himself and those who work under him. I will never step foot in this place again and worry for those who do! BEWARE!!

I was traveling through the area and noticed my truck battery voltage was low. I swung into Bell and Melissa quickly got me in to check the alternator and then replaced my battery. Within an hour or so I was back on my way. Very friendly and fast customer service! Thank you Melissa!

Walked in the dealership expecting to buy my wife a Yukon. Not only did I buy the Yukon but also bought the 70th anniversary corvette in the show room. Nick Ellis was absolutely the best!!