Arrowhead Cadillac

The final price of the advertised price was over 6K more on the final lending agreement. There were so many prices on the various sheets, none of which matched or made sense, and not one time was the advertised price listed on any of the forms. The dealer add-ons (not those I chose) were not disclosed by the salesman, verbally, but added to the contract. Add-ons that I will never, ever use, but still required to pay for. Beware. Do what I failed to do and read the reviews. Read the employee reviews on Indeed. It is telling. Read Yelp. Do your research and choose wisely. I did not and I am now paying dearly for it. I have learned a costly lesson and will never, ever recommend Arrowhead Cadillac. I was told by the General Manager that new cars can have as much as 15,000 miles and still be sold as new because they are not titled. I was also told by the General Manager that he did not want to listen to me, even though their website touts 100% customer satisfaction. The only thing I asked for (not money or refunds) was truth in lending. I wanted to see the vehicle listed on my paperwork, across all documents, with the advertised price and a breakdown of what was added. Beware. Read the same scenario in Yelp as this same 'team' did this to a hard-working nurse, as well as others. I have no recourse, just as the others, because their smarmy dealership add-ons total in the thousands and they are not discussed by the sales team. In 40 years of car-buying, I have never witnessed such customer gouging.

At the time your initially brought your ATS in for the flat repair (01/2016) the tire was patched at that time per the Michelin requirements. It very well could have been that the change in weather as our service advisors had mentioned prior caused the tire to lose  additional air. These are...

all factors that we can not be certain of at this time or at the time that the ATS was in. What we do apologize for is the fact that we charged you to replace the entire tire while telling you that the tire was now un-repairable. it was just weeks before that a representative gave us information stating that some run flat tires are now being deemed as un-repairable per the specs of the manufactures...Michelin being one of those. We, Arrowhead Cadillac, provided you with the information that was given to us to not repair the tire as it could cause more harm in the future. We look out for our clients best interests, we would never want you to be driving in a vehicle that had a tire patched which shouldn't have been, that is why we suggested the new tire. Fast forward to today, after digging deeper we have found out that the information given was not correct. There are certain tire manufactures that are allowing the run flat tires to be patched, Michelin is allowing the repair, just not on high performance vehicles. The ATS not being a high performance vehicle would have been repairable. We sincerely apologize for the deceit you may have felt and completely understand your frustrations with the entire situation. We would love to make it right. Your complete satisfaction is what we strive for and feel that we owe it to you given the incorrect information that was relayed from one party, through us and down to you. At your convenience please feel free to reach out to Cassandra Balderas with Arrowhead Cadillac at ###-###-####.

As mentioned Arrowhead Cadillac assured customer that we would do everything in our efforts to try to remove the smell in the 2014 SRX. We used none chemical deodorizers and left vehicle with windows down on different occasions allowing the car to air itself out and on all occasions were...

unsuccessful with removing the odor. The vehicle was then dropped off by customer at 8:00pm with the keys left on the sales person desk knowing that they rightfully owned the SRX. We contacted the customer the next morning explaining that they can not just drop off the vehicle, there was a contract that was signed and they were now the owners of the 2014 SRX. We did advise that the only way that we could get them out of the SRX was by trading them out for something else. Customer then decided to look at a new ATS which originally customer came into look at. Arrowhead Cadillac's managers and staff looked at the differences in prices for the 2016 ATS and 2017 ATS which customer saw that the 2016 had better incentives and would benefit them payment wise, so customers decided to proceed with the transaction. AT no point were Arrowhead Cadillac or its employees demanding, forceful or unethical. We 1) traded customer out of a Buick which they were upside down in of over $9k, 2) put them into the SRX (which they didn't like due to odor) 3) advised they owed SRX due to contract that was signed 4) made attempts at correcting odor and were unsuccessful 5) gave customer option of trading out and into a newer vehicle with payments that still worked in their budget. We feel that we have made the appropriate steps considering the contract that was legally binding.

Arrowhead absolutely refused to take the SRX back even when they could not remove the odor(s) and/or mold. They did pressure to buy another car as the only way out of the SRX. They did not stand by their word to remove the odor and thereby did not guarantee taking care of the problem. By saying the only way out of the SRX is pressure and not "guaranteeing" they would remove the smell. This forceful tactic is unethical and moral.

Arrowhead Cadillac stands behind the our response. We would not have promised to remove the smell, we may have promised to attempt to remove the odor. Not at any point in time was it ever detected that there was a mold issue, simply an odor. It was asked by the customer to spray deodorizer on the carpet, which Arrowhead Cadillac and it's employees did. When the smell was not removed with that attempt the vehicle was brought back the following evening and left abandoned here at the dealership with the keys on the sales persons desk. Once the contract was signed by the responsible parties, it was their property at that point in time. You can not buy a vehicle and drive it for two days to return it back and want a full refund. That is not how a dealership works, you are the rightful owner of the vehicle. We made the attempt to get you out of the SRX since you were that upset. Arrowhead Cadillac felt it to be the right thing to get you into another vehicle with no odor issues. You agreed and willingly signed the contract for the new vehicle. Arrowhead Cadillac 1.) sold you the SRX 2.)traded you out of a $19k negative equity vehicle 3.) traded you out of the SRX and leased you a new ATS (with no odor problems) 4.) kept the payments within your agreed upon budget-Arrowhead Cadillac has made the appropriate steps to get you out of the SRX and into a vehicle free of odors, we will not be undoing the deal, that is an unfair resolution to ask for. We promise going forward that we will make every attempt to ensure your complete satisfaction.

At the time your initially brought your ATS in for the flat repair (01/2016) the tire was patched at that time per the Michelin requirements. It very well could have been that the change in weather as our service advisors had mentioned prior caused the tire to lose  additional air. These...

are all factors that we can not be certain of at this time or at the time that the ATS was in. What we do apologize for is the fact that we charged you to replace the entire tire while telling you that the tire was now un-repairable. it was just weeks before that a representative gave us information stating that some run flat tires are now being deemed as un-repairable per the specs of the manufactures...Michelin being one of those. We, Arrowhead Cadillac, provided you with the information that was given to us to not repair the tire as it could cause more harm in the future. We look out for our clients best interests, we would never want you to be driving in a vehicle that had a tire patched which shouldn't have been, that is why we suggested the new tire. Fast forward to today, after digging deeper we have found out that the information given was not correct. There are certain tire manufactures that are allowing the run flat tires to be patched, Michelin is allowing the repair, just not on high performance vehicles. The ATS not being a high performance vehicle would have been repairable. We sincerely apologize for the deceit you may have felt and completely understand your frustrations with the entire situation. We would love to make it right. Your complete satisfaction is what we strive for and feel that we owe it to you given the incorrect information that was relayed from one party, through us and down to you. At your convenience please feel free to reach out to Cassandra Balderas with Arrowhead Cadillac at ###-###-####.

Ms. L[redacted] purchased a 2002 Cadillac El Dorado back in October 2015, shortly after purchasing the vehicle she noticed that the a/c was not blowing quite as cold as it should. She brought the vehicle back into our shop, we recharged with Freon and sent the customer on her way (no charge to...

her) I do not have record of the customer ever bringing it to our attention until now that the air conditioning was not operating as it should have. Had we known of the issue immediately after the service visit we would have been more than happy to relook at the vehicle and the service work that was done to ensure that we had diagnosed the problem correctly. Several months have now pasted, which could mean numerous things could have gone wrong with the a/c and the vehicle that were not necessarily there at the time we had the vehicle in for service. We are more than happy to meet in the middle by paying for half the cost of the repair work Ms. L[redacted] had done at [redacted]. We feel that we have been open and honest about the vehicle from the time Ms. L[redacted] purchased the 2002 El Dorado from our dealership until now.

I have left a voicemail with Ms. L[redacted] asking for a phone call back so that we can come to a resolution.

Regards,

Cassandra B[redacted]

Customer Relations Manager

I have since spoken with Ms. L[redacted]. We have agreed on reimbursing her the $200 for the repairs made to the a/c by Fletcher's. We have also spoken about the importance of having an extended warranty should the vehicle run into additional repairs needed. I explained that the warranty can be used with any GM dealer, the vehicle does not necessarily need to have the service work done here at Arrowhead Cadillac to take advantage of the warranty and the cost assistance at that. I have assured her, that we of course would want another opportunity to show her what Arrowhead Cadillac has to offer, and ensure we deliver her with an exceptional experience the next visit and each visit to follow. We pride ourselves in our customer service, and are hoping that we have another opportunity to make things right.

I rejected the offer from Arrowhead because I have called Cassandra three different times and have not received a call back after leaving voice messages.  I wanted to explain that the reason I didn't take the car back to them is that they didn't fix the first time and when I took it to [redacted] they did exactly what Arrowhead said they did when I took it to them which was to charge it and add Freon.  When [redacted] did this the air conditioning is running very cold now which it never did after Arrowhead said they did the same thing.  I also want to cancel my warranty with Arrowhead because of this fiasco.  I'm too nervous to take my car back to them to fix because of the bad experience I had the first time with them.  Nothing else went wrong with the Eldorado's air conditioning but that Arrowhead evidently didn't do what they said they did which was charge it and add Freon.  If they had done this I would have been getting the cold air I'm getting now.  Also, the reason I didn't take it back sooner was because it was winter and I didn't need as cold air as I should have been getting.  [redacted] did nothing different than what Arrowhead said they had done because it's working very good now.

Review: I traded in my Buick for a 2002 Eldorado Cadillac on Oct.31, 2015. I had trouble with the air conditioner and took the car back to their shop at Arrowhead Cadillac. This was within the 15 days I had to fix any complaints I had with the car. They took into the shop to fix and called me when it was ready. They told me they had charged the air conditioner and added Freon and that I needed to run it at 68 degrees at all times to keep it cold. I left the dealership and noticed the air conditioning was still the same as before I took it in for repair. I was going to take the car back to Arrowhead, but they said it would cost $150 to look at it and since they didn't fix originally I was afraid to take it back to them. I finally took it to [redacted] Care and asked them to check the air conditioning. [redacted] fixed it this time by recharging and adding Freon and told me there was a hole where someone had tried to repair something and they covered the hole. The car is now blowing ice cold air at 75 degrees which is the temperature I've always run my cars, not 68. I believe that Arrowhead could not have recharged and added Freon or I wouldn't have had to take it somewhere else to get the same thing done that Arrowhead said they did. Since I was in the limit of my free repairs at Arrowhead I am asking that Arrowhead reimburse me the $195.00 I was charged to fix it properly. I sent an e-mail to Michael T[redacted] Asst. Service Manager at Arrowhead Cadillac stating this same information on March 2nd and have not received an answer back.Desired Settlement: Reimbursement for charges paid to fix the same problem Arrowhead Cadillac said they fixed back in November, 2015

Business

Response:

Ms. L[redacted] purchased a 2002 Cadillac El Dorado back in October 2015, shortly after purchasing the vehicle she noticed that the a/c was not blowing quite as cold as it should. She brought the vehicle back into our shop, we recharged with Freon and sent the customer on her way (no charge to her) I do not have record of the customer ever bringing it to our attention until now that the air conditioning was not operating as it should have. Had we known of the issue immediately after the service visit we would have been more than happy to relook at the vehicle and the service work that was done to ensure that we had diagnosed the problem correctly. Several months have now pasted, which could mean numerous things could have gone wrong with the a/c and the vehicle that were not necessarily there at the time we had the vehicle in for service. We are more than happy to meet in the middle by paying for half the cost of the repair work Ms. L[redacted] had done at [redacted]. We feel that we have been open and honest about the vehicle from the time Ms. L[redacted] purchased the 2002 El Dorado from our dealership until now.

I have left a voicemail with Ms. L[redacted] asking for a phone call back so that we can come to a resolution.

Regards,

Cassandra B[redacted]

Customer Relations Manager

Consumer

Response:

I rejected the offer from Arrowhead because I have called Cassandra three different times and have not received a call back after leaving voice messages. I wanted to explain that the reason I didn't take the car back to them is that they didn't fix the first time and when I took it to [redacted] they did exactly what Arrowhead said they did when I took it to them which was to charge it and add Freon. When [redacted] did this the air conditioning is running very cold now which it never did after Arrowhead said they did the same thing. I also want to cancel my warranty with Arrowhead because of this fiasco. I'm too nervous to take my car back to them to fix because of the bad experience I had the first time with them. Nothing else went wrong with the Eldorado's air conditioning but that Arrowhead evidently didn't do what they said they did which was charge it and add Freon. If they had done this I would have been getting the cold air I'm getting now. Also, the reason I didn't take it back sooner was because it was winter and I didn't need as cold air as I should have been getting. [redacted] did nothing different than what Arrowhead said they had done because it's working very good now.

Business

Response:

I have since spoken with Ms. L[redacted]. We have agreed on reimbursing her the $200 for the repairs made to the a/c by Fletcher's. We have also spoken about the importance of having an extended warranty should the vehicle run into additional repairs needed. I explained that the warranty can be used with any GM dealer, the vehicle does not necessarily need to have the service work done here at Arrowhead Cadillac to take advantage of the warranty and the cost assistance at that. I have assured her, that we of course would want another opportunity to show her what Arrowhead Cadillac has to offer, and ensure we deliver her with an exceptional experience the next visit and each visit to follow. We pride ourselves in our customer service, and are hoping that we have another opportunity to make things right.

Review: Received a letter from Lund Cadillac saying that you would receive a free iPod with purchase. Purchased a vehicle and the salesperson told me I would receive the iPad once my loan was funded. I called a couple weeks after the purchase and the salesperson Frank Barela told me it would be a couple more days, then I spoke with sales manager and he told me I would have to purchase a new vehicle to get the iPad. But it dosent say that anywhere in the letter, and I was promised by the salesperson that I would get the free iPad.Desired Settlement: I would like the iPad, and the 2 $25.00 gift cards I was promised by the seller. And an apology.