Armen Cadillac

Review: I took my 2008 Cadillac Escalade EXT to Armen Cadillac, [redacted],PA, on Friday 8/30/2013, because my check engine light was on, and one of my wheels was damaged. When I checked my truck in for service, the service manager [redacted] look over my truck. He noticed damage to one of my wheels. I informed him that was one of the reasons I brought my truck in. I also informed him I had a service contract, from [redacted], for my rims and tires. He then asked to see it. When I showed it to him he said, "I never heard of this company before". I informed him I brought it from [redacted] of [redacted], NJ, which it stated that on the contract. He then said to me, "I don't know if I'm going to get paid by this company". I informed him I had a rim replaced before, by [redacted] Cadillac, NJ, on the same truck and they covered it in full, with no problems. I then went to the lounge to wait on my truck.

After waiting about an hour for them to check out my truck. The service manager came up to the lounge to inform me of the problems with my truck. He told me the reason why my check engine light was on, that two of my fluids had be changed, and my throttle body should be serviced. I then asked him about my wheel. He told me [redacted] wanted him to take pictures of the wheel and email them to them. In which he said, "I have no way of doing that". He also told me that [redacted] wanted to keep him to stay on the phone for more information. In which he said he could not, because he had other customers. He suggested to me, I bring my truck back another day for the wheel. I informed him I had pictures of the wheel and I could send them to [redacted] now, which I did. I told him what I wanted serviced on my truck, and he informed me he would call the [redacted] back in an hour, to see if they were going to cover the wheel, while my truck was being serviced.

While I was waiting for them to service my truck I called [redacted]. They informed me they had a company wide program going on, and it would be over at 1:30 pm central time, which was 2:30 pm eastern time. They would handle all claims afterwards.

About 1:45 pm [redacted] came up and told me my truck was done. I asked him if the wheel was repaired as well, and he said, "no the company did not call him back". I told him I called the company, and why they didn't call him back. I informed him that their program would be over in 45 minutes and I was willing to wait. He then told me he would not be able to handle my truck then. He informed me, that I could bring it back the next day, after the company called him and told him they would pay for the wheel.

When I got home I called [redacted]. They informed me they were going to pay for the wheel, and the pictures, I sent in, were fine for my claim. They also informed me they had to see if they had the wheel in stock first. I asked them if I could take my truck else where to be repaired, because I was not happy with the customer service I received at Armen Cadillac [redacted], PA,. She informed me I could take it any where I wanted and they would cover it, but it would be a slight delay. The reason for the delay would be, the other Cadillac dealer would have to call them for authorization, in which they would give. She then asked me what was wrong with the customer service I received at Armen Cadillac, and I told her. She then said to me, from reading her notes, that [redacted] was rude with the person he talked to at [redacted] previously, and she could see why I wanted to go some where else. I asked her if they would be open the next day, which was Saturday 9/31/2013, and she said,"no". I told her I would deal with Armen Cadillac for the wheel, one last time, because the process was already started. She said, "fine and she would inform [redacted] they would pay for the rim and tire".

At about 5:30 pm I called [redacted] back and they said they approved all charges and they sent [redacted] an email. I called [redacted] and he said" he never got an email from them". I then called [redacted] back and they informed me they left him a voice message. I called [redacted] back again and informed him they left him a voice message, He said to me, "I get off in 8 minutes. I can't check now". I said, "fine I was just trying to set things up for the next day". He informed me he would check his voice messages in the morning and I could call him back then.

I called [redacted] back the the next morning. He Said to me, "there is one problem, "[redacted] is only willing to pay $955.31 for the rim and $242.96 for the tire". [redacted] said, "he could accept the $242.96 for the tire but, he could not accept the $955.31 for the rim. His rim cost $1194.13". I told him I would call [redacted] back and see what the discrepancy was.

I called [redacted] back and they informed me that is what they are willing to pay for the rim. They also said, "they would be more flexible with the price of the tire than the rim". Meaning they would pay Armen price for the tire. They said, "they give a 20% mark up on the rim, and a 10% mark up on the tire, which they think is a fair price". Armen price is almost a 42% mark up on the rim. Which they have in stock and is only used by Cadillac. They also told me, they deal with these types of wheels often.

I would have been willing to pay their price for taking and putting the rim off and on my truck. I,am not willing to pay an extra profit on their part for the rim!!!

After speaking with [redacted] & [redacted] at [redacted]. I asked to speak with their supervisor. I gave them the utmost praise, because I feel, after dealing with terrible customer service, it is a true pleasure to deal with excellent customer service. They are the only ones keeping me from pulling my hair out over this.

I mentioned earlier that I had a rim replaced before, on the same truck. My rim was replaced at [redacted] Cadillac, NJ. They accepted [redacted] price for the rim without question. They also took and sent in the pictures [redacted] needed. I did not have to deal to [redacted] at all.

My claim reference number with [redacted] is [redacted]. You can call them. They have notes on this matter.

I will be sending a copy of this letter to the Revdex.com and General Motors Corporate office . I think they should be aware of this situation!!!

Never Again!!!

[redacted]Desired Settlement: Fix my wheel

Business

Response:

October 1, 2013

Dear **. [redacted]:

We received the above complaint on September 26, and it was already being addressed by our Service Manager, **. [redacted].

Although it is not our normal practice to discount pricing at the behest of an outside warranty company, we are making a goodwill gesture and have agreed to accept the price which **. [redacted]’s warranty company is willing to pay.

The paperwork has been put in process for pre-approval and once that is received, we will arrange a convenient time for **. [redacted] bring in his vehicle for the repairs to be performed.

If you need any further information, please feel free to contact us.

Sincerely,

Business

Response:

{Please see attachment.}