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Date: October 24, 2026 To: Ali Robertson & Loring Mills Subject: Formal Complaint Regarding Service Experience, Misdiagnosis, Scheduling Failure, and Financial Impact Dear Ali Robertson (General Manager) and Loring Mills (Service Manager) I am writing to formally express my extreme dissatisfaction with the level of service, communication, and technical evaluation I recently received at Robertson's GMC. My experience during this service visit fell severely short of professional standards and has caused unnecessary disruption, financial loss, and frustration. Summary of Issues • Appointment and Loaner Vehicle Failure: I scheduled my service appointment two weeks in advance specifically to ensure that a prearranged loaner car would be available. Upon my arrival on the day of the appointment, I was informed that no loaner car was available, directly violating our prior arrangement. • Loss of Wages: Because your department failed to provide the promised transportation, I was left without a vehicle and subsequently lost 3 days of work, resulting in direct financial damages. • Unreasonable Diagnostic Delays: Despite dropping off my truck as scheduled to be evaluated for a transmission issue and a clunking sound from the front end, the vehicle was not even looked at until the following day. • Severe Misdiagnosis: Your service department informed me that my transmission was completely bad and required full replacement, alongside claims that my front ball joints and sway bar links were both bad and needed replacement. • Disproven Diagnosis & Resolution: Addressing the transmission shudder specifically, I proceeded to have the transmission fluid flushed and filled in accordance with GM Technical Service Bulletin (TSB) 18-NA-355 (pertaining to torque converter clutch shudder). Upon my own careful inspection of the vehicle, I determined that the ball joints are in good condition—only the sway bar links are worn. Furthermore, the transmission is now operating exactly as it should and is currently awaiting the recommended 200-mile road test. Requested Resolution Being incorrectly told that a major component like a transmission requires total replacement—when standard TSB maintenance (such as TSB 18-NA-355) has shown to resolve majority of the known issues—is unacceptable and severely undermines trust in your service department's technical competence. Likewise, misdiagnosing suspension components leads to unnecessary and costly repairs, compounded by the major loss of income I experienced due to the lack of a loaner car. I request that management review this incident with your service team to ensure accurate diagnostics moving forward, and contact me promptly to discuss an appropriate resolution and reimbursement for the financial impact caused by this visit. Summary Quote: $10K Actual Cost: $550.00

Jimmy is the main reason for my satisfaction, the work appears to to perfect, but the ease of scheduling and communication from the desk is top notch.

Dealership was excellent start to finish. My problem is the GMC product for my last two trucks. uneven tire wear at 35,000 miles. plenty of tread. last truck I was told it was do to bad shock which resulted in me purchasing tires and shocks. this truck it was because of no tire rotation which is false. unfortunately after 10 trucks it's time for me to consider a new brand.

Robertsons GMC is a top notch dealership. All the departments work together perfectly. From sales, service & parts, you will have an excellent experience.

Very professional and courteous dropped off my vehicle for service they got it done quickly definitely would recommend them

Great service team! Thank you for all you did! You all did an amazing job!

Great service with the truck they always have the vehicle on time an review process

I highly recommend this family-owned and operated business. If you want personalized service, you will find it here. Great family! Great business!

Booked appointment online. Pleasant greeting at the service desk. Service was completed within timeframe given for completion. Robertsons is my dealership for all my automotive needs.

Robertsons GMC is the only place i would go to buy a car. Or get service on a car. Allie and Jim in the shop are the best. You don’t get any better than them. The rest of the team is great too.

Good job with the service, staff was polite and courteous, waiting room was clean and pleased

The one and only problem I had was I had service on my vehicle and never received the paperwork as to what they did. It was for the tire maintenance system. I know they fixed it but would like to know what they did.

Purchased new truck and it was the smoothest transaction possible! No negative vibes from upselling!

Great service. Jim is the absolute best. Very helpful. No wait no lines. Recommend this dealership

Pleasant people and experience. Great waiting area and fast service. I've only been there twice since switching to GMC. But glad I did. Positive people there.