Customer Testimonials
They are ready to service my car when I arrive. Kindness is always shown. They keep me informed what is being done to car.
The service department was horrible, the lady, DAWN, that was designated to help me, literally did not once!!! It took a month for me to book the appointment, apparently they were a month out..come the day to drop it off, my truck sat in their parking lot for three days and everyday I would call and leave messages to get status and the lady designated to my truck NEVER called me back i had to go in two of those three days just to get an update. Finally on the fourth day a nice young man went back there ... Read More DealerRater - Mar 6, 2026
Very easy to set up appointment walk in took my keys signed in 30 minutes later I was ready to very efficient waiting area very clean free coffee and snacks
Came in one day for a appointment set-up, had two vehicles that needed maintenance and the staff made sure I could do both in one day, like I had requested and it was like no issue for them. Only thing was I had two different times, but I was good with that. I thank the staff for making it easy as possible for me.
Most seamless buying experience I've ever had when purchasing an automobile. We drove away with our new automobile in record time and were extremely pleased with the entire process. Catarina was wonderful and I would always recommend her to anyone looking to purchase an automobile. Great experience!
This is our go to dealer. Andre Ables is the reason, what a wonderful salesman,
This was a pleasant experience from the moment we walked in the door & met Andres Adkes. We walked out with a 2025 buick envision avenir and love it!!
I reached out and spoke with Ben about a truck. I wasn't sure what i wanted and was shopping around. What had me come back was Ben. If I asked a question he would go and get it and call me right back and not leave me waiting all day. If he said he was going to call me back he did. That right there is why I worked with him. He was professional, polite and fast. 1 of my best buying experiences in 30 years. He did everything in his power to make my buying experience as painless as possible. ... Read More DealerRater - Oct 25, 2024
This is our second car purchase from this dealership. I have to say, it was even better than the first 5 years ago. The dealership was great. Our Salesman Ben was a perfect fit for us. Down home and friendly like family and we thoroughly enjoyed dealing with him. From salesman to manager to finance, we were treated respectfully, which goes a long way for my wife and I. I would highly recommend anyone looking for a vehicle to give this dealership and it's people a chance. And as a footnote: Ask for Ben !!!
Don Franklin consistently performs at 110% There service department and ALL STAFF are phenomenal. Turnaround time for service is fast.
They took care of calling the insurance company to cover my new tire and was done quickly and professionally! Always friendly and courteous
The service people were very friendly and helpful.i had no problem with time I was in and out under 30 minutes thank you.
This is the worst dealership I have ever dealt with. They had my truck for two days for a radio issue and never touched it. I’ve had it in there 4 times now. I am going elsewhere
I was looking for a Denali of a certain exterior and interior color. They helped me find it.
Great Salesman Ben Rollins, this was the second vehicle purchased from Ben, when I need another I will call Ben.
They done a great job. Our experience was smooth and easy. They got us in and out efficiently.
This service department is absolutely incapable of fixing anything!! We have sent our car in 5 times now to be repaired for the SAME ISSUE. The “update” they required us to do, caused this issue and they still have yet to repair properly!!! The service department managers never call you back and the GM either!! When asked when we could bring in the vehicle for the 6th time, they responded with it’ll be end of September!! Not to mention we were asked if we could get a rental and just bill them later on. We have missed work along with ... Read More DealerRater - Aug 7, 2023
Everyone was courteous and they were quick with my oil change, 27-point inspection, and even fixed a recall with my vehicle while I waited. Was very appreciative of that. One less thing on my plate I have to worry about
Everything went well
Definitely the worst possible service center in Kentucky! They are just part exchangers, not professional mechanics as well as lack the ability to provide any updates via the customer service department. They have not fixed or determined the problem of my vehicle, although it was supposedly done and I was told to come pick it up, but then when they went to bring it to me, it would not start/run which is the very reason it is there and needs to be fixed properly. They’ve even ran out of parts to exchange and have no clue what is ... Read More Google - Jun 12, 2023
Done quickly, great customer service
Fast and on time. Answered my questions
(I’m going to shorten this and make it to the point) Went in for an oil change, was told my seal for my drain plug was rotten (was going to have another one put on), no big deal came back 45 minutes later to let me know my threads was stripped and I needed a new oil pan. Ok? They are covering costs for all of it. Here’s the kicker, I am driving my car and was told it would be fine until I have the oil pan changed. Mind you this oil change took place on May 18th 2023. ... Read More DealerRater - May 26, 2023
I’ve purchased the last 3 vehicles for my family at Don Franklin and I must say, I was treated like I was a part of the family. Service is top notch
Kaci was Rude & not helpful ! First had my car for 3 weeks, problem wasn’t solved and had to return my car to be fixed again apparently it was a hose something that took 3 hours to fix considering they had my car initially for 3 weeks . Also during the 3 weeks no one called to update me on my car , I had to continuously call them and received minimum information.
Excellent experience. Good job showing how everything worked.
Of all the dealerships I have dealt with over the years, the service department at GMC here in Lexington cannot and refuses to address an issue they created upon changing out a warrantied part (speed cluster) for me over 1.5 years ago, even with the extensive extended warranty I purchased. They have a way of making you feel like they are doing you a "courtesy" (their words exactly) by trying to check out a sound (that I hear EVERY SINGLE DAY in the speed cluster that they replaced) which immediately began following warranty repair, yet accepting no responsibility for ... Read More DealerRater - May 16, 2023
Of all the dealerships I have dealt with over the years, the service department at GMC here in Lexington cannot address they created upon changing out a warrantied part for me over 1.5 years ago, even with the extensive extended warranty I purchased. They have a way of making you feel like they are doing you a "courtesy: by checking out a sound they created following warranty repair, yet accepting no responsibility for the ongoing issue and writing you off as unimportant. I REFUSE to ever support Don Franklin GMC due to their lack of service compassion and shirking of ... Read More Google - May 15, 2023
Great to deal with
Great service
Friendly and professional. I like dealing with the service people.
Service Manager Kaci Valdez did a great job of taking care of my auto service needs.
Best customer service and sales man
Very efficient. Friendly service techs
I always receive professional experience and the employes are very nice.
Did a good job
Ben Rollins did afantastic job. He was able to get the vehicle I wanted from another lot and get me a decent deal on it. Service from everyone, especially Ben and Lindsay, was excellent.
Catarina was very knowledgeable and made the whole process of buying a new Denali easy and fast
We got in and out quickly. Staff was very friendly.
Got a key fob made
Kaci's customer service is really great. She keeps you updated on problems and status of repair. Cannot really say enough about how well she does her job.
Oil change and tire rotation. Employees were friendly and accommodating.
Very friendly.
Marc was super nice and helpful. He made the car buying experience great. Im super satisfied with my new vehicle.
Dawn was great! She took care of all my needs, friendly and professional. She is a great asset to your business. Thank You !
Sales process was quick and easy and Ty Cobb found the perfect vehicle with all of the features that I was looking for.
Great Service...
The customer’s isn’t important 🙁
Very, Very helpful, respectful, and friendly. Would have loved to visit with Catarina more, but I couldn’t wait to drive my new Acadia! Thank you Don Franklin, and all the wonderful people who work there!
Excellent service from Kaci Valdez, who was willing to take the time and explain what was being done. Work on car was done efficiently and quickly.
Spent over 3k on ECM they never did the diagnostic now a year later having issues! Bottom line THEY SUCK!!!!
Kaci Valdez was patient and wonderful in answering all of my questions and explaining everything in "layman's terms". Work was done quickly and efficiently.
Andre done an exceptional job. He answered all of our questions. We found exactly what we were looking for.
I was disappointed because I had a fuse block put in at the end of October and when I got my car back, the door locks did not work just the driver door which is what this appointment was made for on 1/11/23. They told me that my door locks would cost 700.00 and some dollars to fix when I feel like it is all a part of the electrical problem I had with the fuse block. The door locks worked fine before I brought it in for the fuse block installation. I refuse to pay this money for the door locks ... Read More Google - Jan 25, 2023
Great purchase transaction with just as great service department. Getting the combination of both is rare these days!
Came in for oil change. After leaving noticed engine light was on. Returned and was taken care of engine light. Very helpful and quick.
Overall experience was good. However, I was frustrated about finding a way to drive my car out of the service area. The service man left the car in an area where several car was blocking the driveway. During the last service, I was told that my break pads need to be changed at this service. But when I asked, James said everything looks good. So, I am confused about their diagnosis.
Quick and good
Everything went well and everyone was pleasant.
They are always on point, never had any problems with them.
Personally I've had a terrible experience and after paying $1200 to fix my truck I'm not so sure that even took care of the initial cause for my vehicle. It's definitely alot to write but I'll sum most of my bad experience up. I knew it was starting off bad when I was called and told I was going to be charged for two diagnostics when they never even ran a full one. They found that the fuse block and ECM module was fried told me the cost and that there was no way to give me ... Read More Google - Dec 25, 2022
Kaci and James were very professional with handling everything.
Fast and easy. Great service. Will return.
Kaci did a great job.They repaired my vehicle in a timely manner . Great company to work with
Always very friendly and helpful
I bought brand new tires from the dealership in June. Monday morning this week, I was about to leave and found that I had a flat tire. We discovered a tear in the sidewall. I brought it in to the dealership to have it fixed or replaced, but was told they wouldn’t replace it for free and that there was no warranty on it. This is absolutely ridiculous and should not have happened. These tires are brand new. The dealership will not be getting my business anymore!
Great experience - fast and easy!
Don Franklin GMC has one of the better Service departments I've worked with through my life. They are timely, respectful, explain things, and fair in pricing. I enjoy taking my vehicle there.
I had a drop off at Hyundai Don Franklin for auto parts. Mistakenly went next door to Buick. The older woman at the auto parts drop off window was very rude. I had to ring the bell twice for her to speak. She approached me as if I was bothering her. Took one look at my paper and told me this is Buick not Hyundai and walked away. Didn’t try to steer me in the right direction or anything. I’ve worked in customer service before and was also a manager. Ive had many bad days but I have ... Read More Google - Oct 21, 2022
Service experience flowed smoothly from the moment the garage door opened to let me into the service area until an hour or so later when my car was ready to go back home.
Tried to order parts from them twice now
Both times they could get the part but were 2x-3x anyone else
Asked if they price matched other dealerships and was told they aren’t real and that I shouldn’t buy from other places cause they were probably fake.
Was also told they are actively 6 weeks behind due to not being able to keep staff longer than 24 hours into a new hire…
I can’t say I’m surprised either, if you are mechanically inclined and need parts or labor, I recommend going elsewhere for any of your needs.
It’... Read More Google - Oct 19, 2022
Waited the usual 2 months for appointment to look at previous warranty work on A/C line that might be leaking. Took in on a Tuesday night, got a text Thursday saying you would be in touch, then told me it wasn’t ready and had 5-6 cars ahead of me when I called Friday. I needed my car for use so I picked up Friday night with no service done. I was told if I didn’t leave it, I’d have to schedule again and wait another 2 months. Don Franklin service is the worst place and managers have poorest ... Read More Google - Oct 18, 2022
This dealership has no customer loyalty. We bought 3 Denali vehicles from this dealership in the past 8 years. When we inquired on purchasing a new Denali vehicle, the salesman told us the vehicle would be sold at $10,000 above MSRP. When the vehicle arrived, we wanted to look at the interior. The salesperson informed us that the vehicle had been sold at $4,000 above MSRP and would not open the door for us to view the interior (without us touching anything). He was very condescending and implied that we would not be able to afford the vehicle despite the fact that we arrived ... Read More Google - Oct 11, 2022
Took 3 days to get a battery change Im from out of state paying for a hotel stat Not good at all
Communication was horrible. I was told five days later that you guys were short technicians.
Had my SUV serviced, all employees were polite and professional. Service was completed in a timely manner.
I should have never ordered my GMC thru Don Franklin. The team and staff could care less about customer or communication. Lies and shady paperwork B.S.
I have bought two cars from Don Franklin and used the service department. The service I have recieved from both areas have been excellent. Adam is my go-to person for buying a vehicle. He is always staight up and honest with me and my husband. Everyone that I have come in contact with at Don Franklin has always gave me exceptional customer service.
Sales people were fine. Finance guy a little shady. Talked us into using "the lender's" autopayment service to pay loan off quicker. Come to find out it is a third party service which actually cost us $399.00 plus $5.00 every month when they make the electronic transfer. I hope he enjoyed the kick back he got from AutoPay Plus but also realizes we will never buy another car there - just because of his dishonesty.
Everything went well. No Problems. I was here to have right rear shock absorber replaced.
Be prepared to pay upwards of $6000 over MSRP. Everything is quoted as sticker price until the very end when they casually mention the "market" adjustment. I understand we are in a weird time with supply chain issues but this is price gouging. Even when I showed them other dealerships are not charging over sticker, they refused to budge. I hope the money you receive in this temporary market shortage is worth losing repeat customers.
Did not like rep, attitude, knowledge etc. Not helpful at all. Tried to talk me out of the service o wanted. Not a good rep of Don Franklin.
I brought my vehicle in on a airbag recall for my 2007 GMC Yukon. Upon finishing the service, i left and started to head home when I noticed that the airbag light and "service air bag' icon was lit up on my dashboard. I immediately called the service department and the gentlemen stated " they probably just forgot to re-set the system" and he also stated that I could bring the vehicle by when I had a chance; no appointment needed. I went in today, on my lunch break, the lady at the desk (Kaci Valdez0 was extremely rude ... Read More Google - Sep 22, 2021
This is first time buying a vehicle from Don Franklin and they have the worst service department. You have one advisor that is condescending and I had to deal with service manager today and he made light of my situation. I have been having trouble with my air compressor. The service manager admitted when I first got there that is sounded rough and was kicking on really hard. When he called me to his office he said I have good news and bad news and he guessed he was going to be the emergency room doctor today. I’m not ... Read More DealerRater - Aug 5, 2021
Very disappointed in the way service managers did not honor my scheduled appointment for service of my vehicle. I had been given a date & time a month & a half ago. Recieved 2 email reminders of my appointment. I live over 80 miles from dealership. Upon my arrival, I was informed that I may not get my scheduled service done on my vehicle. I was told that it was because of a backlog of service jobs. IF that was the case, WHY wasn’t I notified before I traveled all that way. I left my vehicle at 9:20 am, expecting at the ... Read More DealerRater - Aug 2, 2021
MJ was a great salesperson. Not pushy at all, very informative, and delivered the facts not a sales pitch. Olivia was wonderful and again not pushy with the extra warranties. Ethan and Catarina were both knowledgeable as well and did a great job explaining the cars features. Overall a great experience there.
Took my car to get serviced and someone hit my car. Somehow none of the employees seen anything or knew what happened . They are fixing it . But I felt like they knew what happened and was gonna just see if I didn’t notice.
Treated poorly. Service intake person,Josh, did not believe that there was any wind noise coming in through the passenger side door area even before he sent it to the mechanic for his 'diagnosis'. Nothing abnormal was found and written in the report. However, only someone with a hearing problem would say there was no noise. Everything was functioning as 'designed' ... as if Buick was OK with this noise level. I hardly think so since the driver's door makes no sound. I am completely disappointed with Don Franklin Buick service... Now what? Am i stuck with this noise and ... Read More Google - Jul 12, 2021
Ok. well, on my last oil change visit, I was told my Silverado required a complete rear break replacement ASAP because the calipers and pads were dangerously worn. The service rep suggested I emedioutly make an appointment. I thought it was way too early for rear breaks to be replaced so quickly only having 35,000 miles on the vehicle. I waited for 4,900 miles to elapse before making the apppointment. After closer inspection by the service technician, he found that the vehicle had plenty of pads left on the rear. He said the pads had about 9 millimeters of pad left on each ... Read More Google - May 25, 2021
I called about a vehicle on Saturday mid day. I told the dealership I was out of town but I intended to buy a vehicle they had and I would put a deposit on it if needed. I was told no they will put it aside for me and put a note on it. I called Monday morning at 8:30 am and was told they sold the vehicle late Saturday evening. No phone call, no hey what do you want to do? I literally tried to put a financial hold on this vehicle and they sold it out from under me. ... Read More DealerRater - May 17, 2021
Be careful, these folks don't understand good service, let alone "excellent" service they claim to have.
I took my new truck in for service to have the back window replaced due to a defect. The service dept took off the back glass but then realized (conveniently) that they could not replace the new glass but needed a glass company to put it on. After three missed appointments (3 days) of the 'glass person' not showing they finally arrived. Then, to replace the glass correctly they had to take out my child seat. Instead of calling me to figure ... Read More DealerRater - May 6, 2021