Capitol Cadillac Co. Inc.

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Complaint: ***
I am rejecting this response because: It is not true that this business did not receive an email from me requesting that the problem be correctedOn October 8th, 2014, I sent an email to Eddie Graham, the name listed on the business's websiteThat email also contained a video I made showing the problem my car was havingThe same problem that they said they fixedI attached a copy of that email and that video hereAlso the business states that they would be happy to look at the vehicle again but does not say that I won't be charged for any further service relating to the current problemAgain, I would like this business to refund what I have paid during both visits or fix this problem at no additional charge to meI have trusted this business to service my vehicle for years and I have never questioned them before when I end up spending $here or $there to fix problems they tell me the vehicle hasThey should show me the same respect and rectify this situation. Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

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***

April 11, 2014
Dear [redacted] -This is in response to I D # [redacted] concerning [redacted]’s 2005 Cadillac [redacted] (VIN [redacted]).**. [redacted] arrived for service at our location on Mon., Feb. 24,2014 arriving at 7:44 AM concerned about a groaning noise when turning the...

steering wheel. At that Time **. [redacted] rented a vehicle from [redacted] on her own.The vehicle was assigned to a technician and was diagnosed as being low on power Steering fluid which causes the power steering pump to be noisy when turning the wheel. The cause of the low fluid level was a leaking power steering pressure hose which caused The fluid to leak from the system.**. [redacted] was contacted on Mon. Feb.,24 @ 12:10 PM for authorization for repairs. At 2:20 PM on Feb. 24, authorization for repairs was given, along with the pressure hose Replacement & fluid refill, the 2 serpentine drive belts were suggested for replacement. The total estimated cost was $675. & it was approved.The vehicle was repaired and was completed on Tues., Feb. 25 and the repair order was closed @ 2:54 PM. The total bill was $662.59.**. [redacted] previously contacted GM concerning her repairs and I spoke with her by phone on Thurs.,March 6th and noted the explanation of repairs on her invoice. I also Advised **. [redacted] she had authorized the repairs, they were performed satisfactorily And there would be no refund issued.

May 2, 2014
Dear Ms. HomeThis is in response to your letter dated April 28,2014 to **. [redacted] at Capitol Cadillac Co. Inc. I am the representative that interacted with **, [redacted], the gentleman that submitted the complaint.Please be advised that the check has been...

sent to **. [redacted] and he has acknowledged his receipt to me. Our records on this issue have been closed.Thank you for your assistance.Sincerely,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, I will not refer family or friends to this company due to their poor business practices. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The response by the company does not reflect the entire incident. I did bring the car in complaining of a noise. There was no sign of leakage from the car which was checked by the attendant in my presence. There had been no leakage at my home.  When repairs are diagnosed while the customer is waiting at the shop or not, there is no written report of the problem provided to the customer. The customer relies on the representations of staff. I was lead to believe that fluid was all over my belts as a result of the hose. As the final  invoice reads, the noise was due to low fluid levels.  While the attendant who called with the diagnosis and the attendant that writing the final report were not the same, I would think that the repairman was the same and would have identified the cause as the hose and not the lack of fluid.  Further, the final bill indicates that the replacement belts were "recommended". When I was told that the belts were covered with fluid no one ever stated replacing the belts was optional.  When I told the attendant that I would need to rent a car, he gave me a slip that he said would give me a discount , when presented to [redacted].  [redacted] did not ask me anything but took the slip, entered information in the system; my car was listed as a capitol cadillac warranty and automatically listed the attendant on the statement. The fees, in this instance, are higher than the person coming in off the street.
UPDATE: I needed to bring my car in on Monday,  4/14/2014. I did not have an appointment. I was initially told that they would try to get to my car that day as I had no appointment. I had no problem with that. By Tuesday afternoon the attendant called to say there was an unforeseen problem in the shop and the car might be diagnosed by Wednesday morning.  I advised him that I was leaving another repair shop that can work on the immediately. I can pick it up tomorrow and take it to the other shop.  Wednesday morning I get a call and am told that I have a problem with the battery  When I came to pick up the car, I asked for the diagnostic report thin[redacted] that I may take the report and share it when or if I used the new repair shop. I was told the only thing that was done to the car was a battery check. 
I again needed to rent a car from [redacted] and was give another slip by the attendant. Again the car was listed as a cadillac warranty but this time no attendant was named.  Again I was charged $47. When I got home, I looked up that exact location of that [redacted] and found the price was $41. I called [redacted] and was told their computer showed a price of $42.  When I turned in the car, I was charged $24 per day.  Shame on me for complaining about Capitol Cadillac and [redacted]. 
Regards,
[redacted]

Nov. 4, 2014
Dear [redacted] arrived Mon. 9/29/14 requesting we install the Powertrain Control Module he had purchased. This was a non ** part and was for an intermittent no start condition. The diagnosis for this condition was performed / obtained elsewhere. We honored...

his request by installing and programming the supplied PCM. The $130. Charge was for labor only. He left with the vehicle the same day.The vehicle was towed back to our facility later on 9/29 for a service soon light on, an engine no crank condition, and service theft system message. A diagnostic code [redacted] was present. This indicates the PCM was receiving an incorrect password from the theft deterrent module.[redacted] was contacted on Tues., 9/30 G) 11:05AM with an estimate of $625. For theft deterrent module replacement. He approved the repairs, this estimate also included the re-installation & programming of the original PCM. The vehicle repairs totaled $592.08 and were completed on Weds. 10/1/14.Our service dept. has not received any contact from [redacted] concerning any further problems. We would be willing to re-examine the vehicle if the condition is continuing.

Review: On March 7, 2014 I cancelled my [redacted] service and notified [redacted] to cancelled my subscription and requested a refund. I was told that [redacted] did not send over the payment. Once I notified my sales person he told me that he would look into the refund and never returned my call. I call my sales person and he told me that he was waiting for the credit from [redacted] and I explained to him that [redacted] was not sending a refund since the dealership did not send over payment. I contacted my sales person again was told that the person who handles the [redacted] billing was waiting for [redacted] to send the refund back, I called him again was told he would look into and get back to me and as of April 1, 2014 the sales person has not gotten back to me. I called [redacted] on April 1, 2014 and they told me that I would need to contact the dealer for the refund.Desired Settlement: I would like for Capitol Cadillac to refund my subscription plus interest the date of purchase to the date the refund is processed.

Business

Response:

May 2, 2014Dear Ms. HomeThis is in response to your letter dated April 28,2014 to **. [redacted] at Capitol Cadillac Co. Inc. I am the representative that interacted with **, [redacted], the gentleman that submitted the complaint.Please be advised that the check has been sent to **. [redacted] and he has acknowledged his receipt to me. Our records on this issue have been closed.Thank you for your assistance.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Review: 1. I took my car in because of a noise in the power steering. The noise was replicated at the shop. the attendant checked under the hood and under the car and found no signs of a problem or leaking. I was called and advised that the power steering pump was leaking and had leaked over the belts and they needed to be replaced. The invoice releasing my car listed that cause as due to a low fluid level. Nothing is said about the hose. Charges are listed for a pressure hose and the drive belts which they say were cracking. There is no mention of fluid ruining on the belts.

2. While leaving my car, I rented a car from [redacted] which is on the property. The attendant for Capitol gave me a stub to present to the rental rep. The rental person asked no questions, keyed in information from the stub and identified this as a dealership service charged me $47 for the day. I checked the web for the specific car,, the rate was $10 cheaper. when asked about the difference in price [redacted] agreed to change the price by $10Desired Settlement: I would like reimbursement of the labor charges as I assume they did replace the parts. Reimburse for additional day for the car.

2. While the car rental rate was changed, I believe Cadillac customers are charged more than off the street customers for the same product. According to **. [redacted], this is an issue for [redacted] and the bottom line was I got the reduction.

Business

Response:

April 11, 2014Dear [redacted] -This is in response to I D # [redacted] concerning [redacted]’s 2005 Cadillac [redacted] (VIN [redacted]).**. [redacted] arrived for service at our location on Mon., Feb. 24,2014 arriving at 7:44 AM concerned about a groaning noise when turning the steering wheel. At that Time **. [redacted] rented a vehicle from [redacted] on her own.The vehicle was assigned to a technician and was diagnosed as being low on power Steering fluid which causes the power steering pump to be noisy when turning the wheel. The cause of the low fluid level was a leaking power steering pressure hose which caused The fluid to leak from the system.**. [redacted] was contacted on Mon. Feb.,24 @ 12:10 PM for authorization for repairs. At 2:20 PM on Feb. 24, authorization for repairs was given, along with the pressure hose Replacement & fluid refill, the 2 serpentine drive belts were suggested for replacement. The total estimated cost was $675. & it was approved.The vehicle was repaired and was completed on Tues., Feb. 25 and the repair order was closed @ 2:54 PM. The total bill was $662.59.**. [redacted] previously contacted GM concerning her repairs and I spoke with her by phone on Thurs.,March 6th and noted the explanation of repairs on her invoice. I also Advised **. [redacted] she had authorized the repairs, they were performed satisfactorily And there would be no refund issued.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:The response by the company does not reflect the entire incident. I did bring the car in complaining of a noise. There was no sign of leakage from the car which was checked by the attendant in my presence. There had been no leakage at my home. When repairs are diagnosed while the customer is waiting at the shop or not, there is no written report of the problem provided to the customer. The customer relies on the representations of staff. I was lead to believe that fluid was all over my belts as a result of the hose. As the final invoice reads, the noise was due to low fluid levels. While the attendant who called with the diagnosis and the attendant that writing the final report were not the same, I would think that the repairman was the same and would have identified the cause as the hose and not the lack of fluid. Further, the final bill indicates that the replacement belts were "recommended". When I was told that the belts were covered with fluid no one ever stated replacing the belts was optional. When I told the attendant that I would need to rent a car, he gave me a slip that he said would give me a discount , when presented to [redacted] did not ask me anything but took the slip, entered information in the system; my car was listed as a capitol cadillac warranty and automatically listed the attendant on the statement. The fees, in this instance, are higher than the person coming in off the street.