Problem Resolution

Taylor Buckner

My partner recently traded in a 2023 Kia Forte basically brand new roughly 18-20,000 miles on it. It was traded for a 2023 Chevy Trailblazer LT with 60,000 miles on it. From the start of our experience it wasn’t great we went to that location because we seen the car online and that’s where it said it was. We went to the car lot to look at the car and they said it wasn’t there it was at there Hickory location and they would have it on the way and call us when it got there. Fast forward they called around lunch time saying the car was there we go back and the car is still NOT there even though he just called us and told us it was. He assures us it’s on the way and we sit and wait around until it’s time to get the kids from school and we tell them we have to go and that’s when we found out the car was still sitting in Hickory and was NEVER in transport. The car didn’t arrive until around dinner time and we wasn’t even able to go back and get the car until the next day after waiting all day. Despite everything we had to deal with we still ended up getting the car and $4,000 in negative equity. Fast forward again after a month of having the vehicle the message “shift to park”. When this message is present you can NOT turn the car off. This isn’t normal and indicates there is something wrong with the vehicle. A couple weeks later we have a new message “service park brake”. We took the car straight to the dealership from this message and they are now telling us it’ll be $180 just to even look at the car to tell us what it needs when they are the ones who just sold it to us so there shouldn’t be anything wrong with it? It sounds to me like they took advantage of us because we are young and took our brand new car with no issues and handed us one with not one but two separate issues in just a matter of weeks. So now we have to go into negative equity again to trade in this car after we just paid off all the previous negative equity because we don’t feel comfortable keeping a car that’s gave us two separate issues in such little time of having the car. We just want to warn young people like us to not do business alone with these dealerships and to make sure there’s 100% nothing wrong with the car you are getting if it’s used.

John Tolley

Great people and service. They are always willing to help you out. Stephen the service manager is one of a kind. I had issues with a leaf spring on a new AT4. After my initial visit and the tech finding out there was an issue. GM said no fix for it as of now. After calling and talking with Stephen he said they would replace that leaf spring on their cost if GM did not want to pay for it. I’m saying this because this is going above and beyond for the customer. This is what makes Jim Cooke such an awesome place. They actually put the customer first before anything else. If you want honest, upfront and professional people then deal with Jim Cooke.

Holly Fairchild

This was a terrible experience. I could write a short story on the mess this dealership put me in. I bought a new car in 2022 then traded in the same year for a bigger and cheaper car because my family size changed. I was lied to by the salesman the day I traded, lied to by both finance managers.Ill spare their names. I have brought my car into that dealership 37 times since September of 2023. I have been on the side of road needing a tow twice. I have a $30,000 car that half works. The owner will refuse to talk to customers no matter the need. I have escalated this higher. I would never recommend to purchase a vehicle through this dealer.

Jennifer Romaine

I bought a 2021 Silverado High Country from another dealership, have had many, many issues with it since. The service dept. at the original dealer was less than helpful (to put it mildly) to try and resolve the issues. Having had a previous Chevy vehicle serviced at Jim Cook I decided to bring the truck in for them to try and diagnose / resolve. I am so thankful for these people!! Landon is my service manager, he went above and beyond to chase down what the issues were, including bringing in someone in from GM to drive and troubleshoot. They were in touch frequently and explained every step along the way. The shop is a busy one (understandably!!) but they worked tirelessly on my truck, I left there with great peace of mind. I can truly & honestly say, they have a customer for life after such a pleasant experience. I was a fool for not buying my truck from these wonderful people to begin with! Thank you again & again to Landon & the rest of the service team!

Kimberly Burleson

This service team goes above and beyond to accommodate the most complicated issues. I am thankful for the patience and eagerness to help me with my car. Thanks to all!

Kyle P

Great service department, they communicate everything to the customer and stay focused on your issues until they are correct.

Sherry Vines

Very kind and doesn't hesitate to make things correct!

Charlie Lang

Took me in at my appt time and got me back out with my problem fixed.

Ashley Hudgins

I am much more pleased with my most recent, April 13th, experience. Each of my requests were handled in a responsible and professional manor. In December of 2018, I requested and paid for a tire rotation; however, once I got home, I realized this was not completed. Therefore, this past experience, on Saturday, was much more pleasant!

Matt Jones

We broke down on our way to Asheville. We had our truck towed here over the weekend. The looked at it on Monday and made the initial diagnosis that the transfer case needed to be replaced but it took them til Friday to actually replace the transfer case. When they went to replace the transfer case they found another problem with the transmission but couldn't get it looked at until Monday. On the 2nd Friday that they'd had the car (2 full weeks now) they told me it still wouldn't be done until the following week. I asked what needed to be done and they said they still had to install the transfer case and the drive shaft. Only an hour later I called back and they said the parts were back in the vehicle but they still wouldn't get the car to me until Monday. There was still a couple hours left before they closed and all they had to do was put some fluid in and test drive it but they wouldn't give me the car back til Monday. Only after I demanded my car back and showed up in person did they get the work done. Jim Cook's knew I was broke down and did not care about the customer at all. They are incredibly slow and unprofessional. I wouldn't recommend Jim Cook's to anyone.