alphonse

Aug 9, 2014 04:26 PM

I was so dissatisfied with my purchase at Tom Peacock. I test drove one car, but couldn’t get it financed. The rep told me there was a CTS in the back of the lot she thought would work. She left me in her office. She came back and gave me the keys to take it for a test drive. I walked around the car and didn’t see anything blemishes. I got in checked out the seats and the dash. Immediately after starting it up I noticed smoke coming from the tailpipe. I took the car for a drive around the block. Upon returning i mentioned to the rep that the car was smoking. She said it was because of how chilly it was and I didn’t think anything more of it. It had been storming quite a bit that day. It was gloomy and a very chilly evening as well. 2 days after I purchased my car i had to return it, because the front passenger temperature dial would not lower the temp. I was given a beautiful 2014 loaner. 3 to 4 days later I hadn’t heard from them dealership so I called. The person I talked to proceeded to explain that they had to replace the entire system and he had to order the part. He also advised me that my car must have been sold very quickly after coming to the lot, because it had never been serviced. He said he would have my car a little longer then he thought and he would call me when it was ready. It was a week and a half before I got my car back. I voiced the issues that I had to the Sales Manager and his exact words to me were, “Well what do you want me to do.” We went back and forth about him delivering the car to my job, but 2 days pass before I talked to Walter again. I told him I should never have been sold a car that was never serviced. My children and my safety was put at risk.How can I trust that there isn’t anything else wrong with the car, but because I’ve signed the loan now and I’m stuck. I ask him what could he do. He gave me a free oil change with an expiration date of July, which was a slap in the face. I immediately got upset. My father tried sitting down with Walter to help move things along. Service ultimately dropped it off at my home, which I appreciated very much. I thought the nightmare was over. As I drove my car more I noticed that when I would make a turn it felt as if the rubber was coming off of the rim of my tire. I stopped by Discount Tire and had then to inspect. I was told by the technician that all 4 tires were dry rotted. My frustration at this point is at a 10. I returned to the dealership and ask for the GM. After waiting for some time the same male that I had spoken with, which was the Sales Manager (Walter Dillard), came to the front. He led me to his office. I told him about the tires and all him could they replace them. He told me that they could replace the tires at cost, which was $800. I told him about all the issues with the car continuing to smoke, the a/c unit having to be replaced, the interior ceiling had stains, the car not being serviced, the glove box getting jammed, how long it took to get my car back after the service, and now the dry rotted tires. I had been to the dealership more than I ever wanted and it was a very big inconvenience. I told him I was not paying. He proceeded to tell me the car would have been more expensive if he had included tires and the best he could do is give me the tires at $200 per tire. His tone was very condescending and contrite. I told him I was done with our conversation if the was nothing more he could do and I needed to see the GM (Steve Hainline). He then walked me to another office near the lobby. Left me there. After 10 to 15 minutes he came back and told me he spoke with the GM and he said the best they could do was 2 tires. Walter was very passive aggressive. He is at least 6″ tall and I’m 5’3″. He bent down in my face, with his hands cupping each other near his chest and told me, “If you would just close your mouth, be quiet, and listen to him me I am willing pay for 2 tires.” He spoke to me as if he were scolding a child. I was so insulted and disgusted by his behavior. He said the GM was in a meeting and very busy. I told him I wasn’t leaving until I saw him. I was so upset. I ask him to please stop talking to me and get out of my personal space. I went to the front desk and ask the receptionist for the GM. He came over to me again after asking him to stay away and gave me a post it with the GM’s number and told me to call to set up a meeting time. Anything could happen to my children and me driving around while waiting for a meeting. I told him to stay away from me and he replied gladly. I thought that was extremely vile and unprofessional. After more time passes Steve finally walks up with Walter while I was on my cell and ask me to follow him. I hung up and told him that I didn’t want to be near Walter, because he had treated me so rudely. He told me he had to be there. I continued to follow them through the lobby to the service area. When we stopped I started explaining to Steve all the issues that I had experienced and he abruptly cut me off saying he is aware of the situation. I told him that was very rude. I also told him he should be a bit more customer friendly and I see where his staff is picking up their bad habits. I ask for his name. He replied. I advised him that the proper thing to do was introduce himself when he first saw me. He went on to say well you were on the phone. I told him I had been waiting on him for quite some time and it wouldn’t have hurt to wait, because I immediately ended the call. I explained to him that the customer service was awful except the service department. They were professional, engaging, and they were kind. He said he is very busy man and he’s not going to be schooled on customer service by me. I was in tears by the end of the conversation. I couldn’t believe what I was hearing from the GM. I am a manager myself and never would I make a customer feel as if their concerns or issues are not important, especially when it pertains to a safety issue. He called a tire specialist over to inspect the tires and he confirmed that all tires were indeed dry rotted. He told me they would take care of it. I thanked him and apologized for getting upset. I am a single parent to 2 boys and I just want my vehicle to be safe. I also told Walter that he can’t get defensive, because a customer is upset. He is supposed to defuse the situation by acknowledging the problem, finding a solution, and reconciling the issue. I feel that my car was over priced. I am paying $23,000 for this car and my experience was unfathomable. I would have never imagine a Cadillac dealership would treat me the way I was treated. The icing on the cake is I found out that the car has been wrecked on the right rear end. The bumper was not attached properly. There is a space between the bumper and the rear panel. My rear light is loose as well. The car facts that I was given at the time of sale were false. They stated the vehicle had never been wrecked. My brother, Shamarko Ashley, who works for your GM in Arlington advised me of the body damaged. I absolutely love Cadillac. It is “the” classic luxury car. I thought that that would be the type of service I received, but I was wrong. I thought about writing you’ll about my experience. I figured that nothing would happen so I decided not to. When I saw this email I had to respond. I hope this doesn’t fall on blind eyes. I love my car. She’s a beauty, but I’m nervous about what I’ve signed up for. My car still smokes daily when I start it. I was told it’s an oil leak, now I’m worried about what kind of price tag will come with that repair on my brand new used car. I apologize this email is so lengthy. Thank you.