Communication

Communication appears in 80 of the 374 reviews, about one in five. Cadillac Salt Lake City carries 35, Kia South Jordan 24, and Buick GMC South Jordan 21. It leans recent — 43 of the 80 fall in the last two years, with 2025 the busiest at 25 — and it spans the full width of the data, from 2011 to 2026.

This is the theme that cuts across all the others. Many of these reviews are not really about the car, the repair, or the price; they are about not knowing what would happen next. When a reviewer describes losing that sense of control, even a routine issue starts to read, in their account, as a serious one.

The dominant shape is the unanswered call. Reviewers describe phoning repeatedly, leaving messages, being transferred without resolution, and only learning a status when they physically turned up. Delayed updates run through both sales and service contexts, by their telling — waiting to hear about a part, an appointment, a promised item, or a management callback a reviewer says they were told to expect and never got.

Tone is part of the theme too. A subset describe interactions as dismissive or condescending; those accounts are subjective, but they explain why the interaction was remembered as it was. Underneath many reviews is the same picture the reviewers paint: the customer doing the coordination — calling, waiting, following up, explaining the issue again — and still unsure what happens next.

There is a practical edge here the other themes lack: communication is easy to test before committing. A single call with a question, an email asking for written next steps, or a request for a specific callback time tends to reveal how a store handles this. And unlike a repair or a price, it is the kind of thing that could be addressed without changing anything mechanical — clear ownership and proactive updates would answer most of what reviewers raise here.

Read this as the theme most tied to responsiveness, which makes its reply rate notable: only 17 of the 80 reviews drew a public dealer response. 43 of the 80 carry a published star rating, and where a score exists it is almost always the floor — 41 of those 43 sit at one star. Just 23 carry a sales or service department label; the other 57 matched on wording alone. Yelp supplies 23 reviews, with Google and Cars.com at 17 each. The source links below hold the original accounts.