Cadillac of Norwood

3/18/RE: [redacted] *** SRX VIN # [redacted] Response to complaint # [redacted] 1/6/ [redacted] miles— We diagnosed Mr***’ SRX at his request RO [redacted] for a complaint of “service engine soon” light onDiagnosis indicated timing chains had worn beyond their limits, and needed to be replaced to prevent further engine damage, and to bring the vehicle into emission compliance specs to get a Massachusetts state inspection sticker Mr [redacted] declined repairs, and took his vehicle1/14/RO miles— Mr [redacted] returned his vehicle to us for completion of work per prior diagnosis, e.g., worn timing chains replacementRepair completed 1/15/1/18/ [redacted] miles— Mr***’ vehicle was towed back to Cadillac of Norwood with an oil leak complaintTechnician started vehicle, no unusual noise, oil leak notes near front of motorDiagnosis reveals small crack in timing cover, loss of about 1.5-quarts of oilWe replaced defective cover, road tested vehicle miles, no noises or leaksThis work was performed at no charge to Mr***3/5/ [redacted] miles— Appoxmiles later, Mr***’ SRX was again towed to Cadillac of Norwood, “car shut off while driving”Diagnosis reveals engine seized, tear down reveals connecting rod bearing failureFurther diagnosis indicates engine damage consistent with bearing failure, motor not repairableThis failure is unrelated to repairs made on [redacted] , and could not have been for seen during the repairFurthermore, the fact that the vehicle traveled mile after oil leak issue would indicate that this failure is unrelatedWe have no maintenance records on this vehicle, and the issues outlined here are more common in a vehicle that has not been maintained to factory specificationsHaving said all that, In light of the unfortunate sequence of events, we successfully petitioned General Motors for goodwill assistance on Mr***’ behalf, even though the GM factory warranty on his SRX expired 11/30/The net result is that between GM and Cadillac of Norwood’s participation, the overall cost to Mr [redacted] to repair his vehicle went from approximately $11,to $flatWe realize this is a major expense, but feel we have gone “above + beyond” to mitigate the situation

the vehicle in question was sold to the prior owner's son before the vehicle was traded inwe have sales contract with prior datecar was inadvertantly NOT moved to sold line when it was traded in, and salesman ***, was unaware of the car being sold priordeposit was promtly refunded, with our apologiesa simple communication issue

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowAt no time have I called the dealership since the time of the sale...the statement that I called the owner IRATE, is false I have only had email correspondence with them so it would be documented correctly The dealership claims I called them days later my first contact with them was June 16, again via email for documentation purposes Regards, [redacted]

customer took their car to a *** *** for an alignment, due to a pulling complaint that they could not demonstrate to usour measurements showed the car to be within factory tolerances. customer sent in a request for us to reimburse them for the cost of said alignment, along with the spec sheet from he *** ***.the *** *** spec sheet indicates that the alignment of the car would NOT have caused a pull, all of the specs they gave us are within factory tolerances except the right rear toe, which was out by less than degreehaving said all that, we are considering a reimbursement anyhow, due to customers inconvenience

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I find that the business was at fault and I do believe the car was sold after I bought it
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to
complaint # ***.
[I have sent bills to dealership I had to get the car serviced elsewhere as part of their warranty I hope they keep their word and resolve this matter, there was a fact a problem with the car that was sold to me.]
Regards,
*** ***

sorry there in not much more to tellthe ** *** *** offered show the customer the paper work on the original sale, and then offered to locate a similar car, and the customer agreed to that, then called back days later and was irate because we hadn't found a car yet..we are NOT a *** dealer and it would take a while to locate a car that meets the criteria here

vehicle had a check engine light that has been repaired and passed state inspection, no charge to customer

3/18/2016 RE: [redacted]  SRX  VIN # [redacted] Response to complaint # [redacted] 1/6/2016 [redacted] miles— We diagnosed Mr. [redacted]’ SRX at his request RO [redacted] for a complaint of “service engine soon” light on. Diagnosis indicated timing chains had worn beyond their limits,...

and needed to be replaced to prevent further engine damage, and to bring the vehicle into emission compliance specs to get a Massachusetts state inspection sticker.  Mr. [redacted] declined repairs, and took his vehicle. 1/14/2016 RO 420261 60713 miles— Mr. [redacted] returned his vehicle to us for completion of work per prior diagnosis, e.g., worn timing chains replacement. Repair completed 1/15/2016. 1/18/2016 [redacted] miles—  Mr. [redacted]’ vehicle was towed back to Cadillac of Norwood with an oil leak complaint. Technician started vehicle, no unusual noise, oil leak notes near front of motor. Diagnosis reveals small crack in timing cover, loss of about 1.5-2 quarts of oil. We replaced defective cover, road tested vehicle 4 miles, no noises or leaks. This work was performed at no charge to Mr. [redacted]. 3/5/2016 [redacted] miles— Appox.1500 miles later, Mr. [redacted]’ SRX was again towed to Cadillac of Norwood, “car shut off while driving”. Diagnosis reveals engine seized, tear down reveals connecting rod bearing failure. Further diagnosis indicates engine damage consistent with bearing failure, motor not repairable. This failure is unrelated to repairs made on [redacted], and could not have been for seen during the repair. Furthermore, the fact that the vehicle traveled 1500 mile after oil leak issue would indicate that this failure is unrelated. We have no maintenance records on this vehicle, and the issues outlined here are more common in a vehicle that has not been maintained to factory specifications. Having said all that, In light of the unfortunate sequence of events, we successfully petitioned General Motors for goodwill assistance on Mr. [redacted]’ behalf, even though the GM factory warranty on his SRX expired 11/30/2014. The net result is that between GM and Cadillac of Norwood’s participation, the overall cost to Mr. [redacted] to repair his vehicle went from approximately $11,706.00 to $6500.00 flat. We realize this is a major expense, but feel we have gone “above + beyond” to mitigate the situation.

the vehicle in question was sold to the prior owner's son before the vehicle was traded in. we have sales contract with prior date. car was inadvertantly NOT moved to sold line when it was traded in, and salesman [redacted], was unaware of the car being sold prior. deposit was promtly refunded, with our...

apologies. a simple communication issue.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. At no time have I called the dealership since the time of the sale...the statement that I called the owner IRATE,  is false.  I have only had email correspondence with them so it would be documented correctly.  The dealership claims I called them 3 days later my first contact with them was June 16, 2015 again via email for documentation purposes.
Regards,
[redacted]