As a customer who has now purchased four GMC Denalis--all four of them from Paul Masse South--I…read morefelt it was time to leave a review.
In 2024, I purchased my third Denali from Paul Masse South. Shortly afterward, GMC issued a recall on the engine due to a defect that could result in catastrophic engine failure. I had the recall completed, believing the issue had been resolved.
Unfortunately, on August 24, while traveling to a dog show on I-95 in Connecticut, the exact failure the recall warned about happened. My engine failed completely, leaving me stranded on the highway. The truck was flatbedded back to Paul Masse South that Sunday.
I immediately contacted my salesperson, Tommy "Frat" Fratantuono, to let him know what had happened.
First thing Monday morning, Jeff from the service department reached out. He assured me they would evaluate the truck that day and keep me informed every step of the way. Knowing I had another dog show just two days later, they also immediately began working to secure a loaner vehicle for me.
When I arrived Tuesday to pick up the loaner, the GMC representative happened to be there. He took the time to personally speak with me, express his concern for what had happened, and explain the next steps. During that visit, I learned GMC would be replacing my engine under warranty.
Then, Tuesday evening, Tommy called again. He let me know that GMC had approved goodwill assistance that wasn't tied to any specific purchase. On top of that, Paul Masse South and Tommy put together additional rebates and discounts in case I wanted to trade my disabled truck for a new one.
As a result, I am now the proud owner of my fourth GMC Denali.
The team at Paul Masse South--and GMC as a whole--went far beyond anything I could have reasonably expected. When my engine failed, my first reaction was, "I'm never buying another GMC." Instead, they reminded me exactly why I've continued to choose GMC over the years.
From the outstanding service department, to my salesperson Tommy "Frat" Fratantuono, to the GMC representative who took the time to personally speak with me, every person involved treated me with professionalism, empathy, and respect.
To the ownership and leadership at Paul Masse South: you have built a remarkable team. As a business owner myself, I understand just how difficult it is to build a culture where people consistently do the right thing for their customers. Your team represents your dealership exceptionally well.
If you're looking for more than just a place to buy a vehicle--if you want a dealership that truly stands behind you when things don't go as planned--I can't recommend Paul Masse South highly enough. In my experience, GMC and Paul Masse South stood behind both their product and their customer when it mattered most.
Thank you to everyone involved for turning what could have been a terrible experience into one that reinforced my confidence in both your dealership and the GMC brand. Your actions earned my trust, my respect, and a customer for life.
-- Joe Harrington
