Coulter Cadillac, Inc.

In response to this complaint (ID# [redacted]) Coulter Cadillac feels that they have done nothing wrong in this matter, but will agree to look at Mr. [redacted] 2005 Cadilla Escalade again at "No Charge" to determine the root causes of what he claims is happening.In response to the tire...

pressure monitors that were replaced there was no doubt that the sensors were "BAD" and in need of replacement. These sensors are battery operated and have a life expectance of approximately 10 years or 150,000 miles on the average (they all have a self contained battery built into the unit itself) before they need to be replaced. On Mr. [redacted]"s first visit the pressure monitor light had come on, indicating that one or more of the (4) tire pressure monitors had failed. It was determined during this visit that the left front tire pressure monitor would not program and that the right front tire pressure monitor was reading erratically. These two sensors were the only ones replaced since the other (2) did successfully accept the recalibration process at this time, but also keep in mind that all (4) batteries in these tire pressure monitors are most likely of the same age. UnfortunatelY,there is no way to check the remaining battery life of this type of a sensing unit since the battery is encapsulated within the sensor allowing for no access.During this first visit we also looked at an "Air Bag Warning Light" concern that Mr. [redacted] brought to our attention, unfortunately there was no light on at the time nor was there any stored failure codes to indicate what failure had occurred that may have caused this light to come on. Mr [redacted] was advised of this and no repairs were made in regards to this concern nor was there any charges for us to look at this particular issue. Mr. [redacted] did pick up his vehicle the afternoon of Friday August 22nd, and when he was leaving the indicator lights did in fact come back. At that time Mr [redacted] was offered alternate transportation by his service consultant Rich [redacted] who did in fact witness these lights being back on, but chose to go ahead and drive his vehicle and to return at a later time.Approximately 6 weeks later on October 1st, Mr. [redacted] returned with his vehicle to have us once again look at his "Air Bag" and "Tire Pressure Monitor Light" being on. He also asked us to look at a "Check Engine Light" that had also come on and a "Popping Noise In The Left Front Door" . These two additional concerns had no bearing on the previous concerns and stand on their own.Upon our inspection of these concerns we did in fact find that the "Air Bag" concern had stored a code in the computer system (B0041) indicating that a failure had occurred in the left front seat side impact sensor connector. Repairs were made to this connector to ensure proper connections were being made and a system performance test along with a 5 mile road test were performed to ensure that this repair had corrected the concern with the "AIR BAG LIGHT', there was no reoccurrence during or after this testing procedure. We also looked at the "TIRE PRESSURE MONITOR LIGHT" that had come back on and found that another one of the original "Tire Pressure Monitors" had failed on the left rear wheel. We suggested to Mr [redacted] that due to the age and mileage (140,124) of the vehicle that he replace the last two sensors but he declined our suggestions and only authorized us to replace the additional one sensor that had failed, so we only replaced the left rear sensor.During this visit we also were asked to determine the cause of the "Check Engine Light" coming on. We found that this failure was do to a stored trouble code of (P0342) indicating a failure with vehicle "Camshaft Sensor Circuit". Our findings were that someone who had just recenlly replaced the "Camshaft Sensor" in this vehicle had damaged the input wiring harness that connects to this sensor during their repairs. Mr. [redacted] was notified and authorized us to make the repair to this harness in the amount of $489.42. We did tell Mr. [redacted] that we suggest the sensor itself and the intake manifold gaskets be replace to ensure the quality of the repair but Mr. [redacted] declined to have this work done and asked that we reuse the old gaskets and the current sensor.We were also asked to look at a "Popping Noisell in the left front door area and found that the noise was due to loose attachment fasteners Mr. [redacted] was notified of our findings and authorized the repairs in the amount of $128.50. We then performed the recommended repairs and ensured that everything else within that door was working fine.As for the additional work that was recommended by Coulter Cadillac we believe that this vehicle is without question in need of these recommended repairs to operate safley and properly, the choice to perform these repairs or not is entirely up to Mr [redacted].Mr. [redacted] picked up his vehicle once again on the evening of October 1 st and shortly after he picked it up he called back and claims that the dash warning lights had come back on. Mr. [redacted] asked for him to return so that we could check it while it was in a failed mode, but Mr. [redacted] did not come back in. As of this date, nearly two months later, neither one of the Service Managers here at Coulter Cadillac has ever heard from Mr [redacted] in regards to these issues until we received this correspondence from the Revdex.com. In conclusion, Coulter Cadillac still is of the belief that we have done nothing wrong, however in the interest of customer satisfaction we would be willing to once again have Mr. [redacted] return to Coulter Cadillac with his 2005 Cadillac Escalade and we will have our Technical Service Manager inspect his vehicle, at no cost to him, and advise him of our findings. At that time if it is determined that we have done something wrong we will consider making the necessary adjustments.

This is the first I have seen this complaint, I will research this with management and someone from our organization will respond.

Thank you

In our second response to complaint (ID# [redacted]) we still believe that Mr. [redacted] is absolutely not entitled to a full refund for the repairs made to his 2005 Cadillac Escalade, for the following reasons: We feel that Coulter Cadillac has done nothing wrong in this case, and we are willing to look at Mr. [redacted] vehicle at "NO CHARGE"' to him and advise him of what the cost of the necessary repairs will be to correct his current concerns.On his first visit on August 22, 2014 Mr. [redacted] asked us to look at  (2) separate concerns, an air bag light that he says was coming on and a Tire Pressure Monitor Light that was coming on.We were unable to determine any failure in the Air Bag system, and there was no indicator light on at this time and there were no trouble codes indicating a failure stored in the computer system of his vehicle. Mr. [redacted] was advised of our findings and was not charged for the time we spent looking at this concern. (please refer to attached repair order #[redacted] ... Line "A").As for the second concern with the Tire Pressure Monitors it was determined that (2) of the (4) Tire Pressure Monitors had failed and would not allow themselves to re-program. We replaced the (2) failed Tire Pressure Monitors in both front tires and were able to re-program the other (2) original monitors in both rear tires. (These Tire Pressure Monitors contain an internal non replaceable battery and have an approximate life expectance of  10 years or 150,000 miles see attached GM bulletin, also please refer to attached repair order # [redacted]...Line "B").On Line "C" of this same repair order ([redacted]) you will fmd that we also performed a "Complimentary" G.M. Multi Point Inspection (this is a visual inspection) to let our customers know what kind of things they need to start planning for to properly maintain their vehicle, the choice to perform these repairs or not is entirely up to the customer. This is were Mr. [redacted] claims we tried to sell him an additional $4500.00 of bogus repairs, but remember the choice to perform these repairs is ultimately up to him our job is simply to let him know what he should be expecting in the way of future repairs. (we do not believe that any un necessary repairs were made in this inspection report).Mr. [redacted] picked up his vehicle late on the afternoon of August 22nd, 2014.  Shortly after he picked up the vehicle he returned to the Service advisor, [redacted], and told him that the indicator lights had once again come on. At that time Mr. [redacted] was offered alternate transportation and was asked to leave the vehicle and allow us to re­ inspect it while the lights were on. Mr. [redacted] declined the offer and said that he would return.After approximately (6) weeks later on October 15 2014, Mr. [redacted] returned to have us look at his vehicle once again. (please refer to attached Repair Order # [redacted]). In addition to having Coulter Cadillac look at the reason for the "Tire Pressure Monitor Light" and the "Air Bag Light" coming on he also requested to have a few other things looked at during this visit.The "Air Bag Light" was on during this visit and the computer had stored a failure code of B0041 indicating a failure had occurred in the left side impact sensor connection. This connection was repaired and the vehicle was driven approximately (5) miles to ensure the "Air Bag Light" repair had corrected the customers concern. (please refer to Line "A" of Repair Order#[redacted],attached)Secondly, we re-inspected the reason for the "Tire Pressure Monitor Light" coming on and it was determined that another one of the original "Tire Pressure Monitor" sensors had failed and could not be re­ programmed. At this time we advised Mr. [redacted] that he should also replace the last remaining original  "Tire Pressure Monitor" sensor since they were all of the same age and that it would probably soon fail, Mr. [redacted] declined our advise and only authorized us to replace the additional sensor that had now failed in the left rear tire. This vehicle still has one original "Tire Pressure Monitors" that may fail and Mr. [redacted]'s aware of this. (please refer to Line "B" of Repair Order# [redacted], attached)The third thing we were asked to look at was to find the reason for the "Service Engine Light Soon" light coming on.  We found a trouble code ofP0342 stored in the vehicles computer indicating that a failure had occurred in the "Camshaft Position Sensor' circuit. Mr. [redacted] was notified of our findings and authorized Coulter Cadillac to perform the repairs. It was determined that the cause was related to a damaged input wiring harness to the "Camshaft Position Sensor". It appears that this input harness was damaged during previous repair made ELSEWHERE when the "Camshaft Position Sensor" itself was replaced. At this time we also advised Mr. [redacted] that we should replace the "Camshaft Position Sensor" with a factory G.M. part, but again Mr. Dronsejke declined to accept our advise. The total for this part of the repair was $489.42 plus tax and as you will notice there is no mention of a re-occurring problem with this repair in Mr. [redacted]'s complaint. (please refer to  Line "D" ofRepair Order#  [redacted], attached)The fourth thing we were asked to look at was an popping noise that occurred when the left front door was opened. Upon our inspection it was determined that the left door check link mounting hardware needed to be re-tightened. Mr. [redacted] was advised of our findings and authorized the repairs to be made in the amount of$128.50. Again there is no mention of a re-occurring problem with these repairs in Mr. [redacted]'s complaint. ( please refer to Line "E" of Repair Order # [redacted], attached).As mentioned before even though it has once again been several weeks since we have seen Mr. [redacted] or his vehicle, Coulter Cadillac will be willing to look at Mr. [redacted]' s 2005 Cadillac Escalade to determine the cause of the (2) lights that he is claiming are coming back on (the "Tire Pressure Monitor Light" and the "Air Bag Light")  at "NO CHARGE" to him.(DIAGNOSIS ONLY). Once the cause is determined we will advise Mr. [redacted] of the costs associated with the repairs and he can then decide if he would like to have them repaired or not. (The necessary repairs would be at Mr. [redacted]'s expense). In conclusion, Coulter Cadillac still believes that we have not done anything wrong in the repair process of Mr. [redacted]'s 2005 Cadillac Escalade. If I can be of any future assistance or can answer any other questions please feel free to contact me at [redacted] ....Thank You for your assistance in this matter.[redacted]Service Manager,Coulter Cadillac

In response to this complaint (ID# [redacted]) Coulter Cadillac feels that they have done nothing wrong in this matter, but will agree to look at Mr. [redacted] 2005 Cadilla Escalade again at "No Charge" to determine the root causes of what he claims is happening.In response to the tire...

pressure monitors that were replaced there was no doubt that the sensors were "BAD" and in need of replacement. These sensors are battery operated and have a life expectance of approximately 10 years or 150,000 miles on the average (they all have a self contained battery built into the unit itself) before they need to be replaced. On Mr. [redacted]"s first visit the pressure monitor light had come on, indicating that one or more of the (4) tire pressure monitors had failed. It was determined during this visit that the left front tire pressure monitor would not program and that the right front tire pressure monitor was reading erratically. These two sensors were the only ones replaced since the other (2) did successfully accept the recalibration process at this time, but also keep in mind that all (4) batteries in these tire pressure monitors are most likely of the same age. UnfortunatelY,there is no way to check the remaining battery life of this type of a sensing unit since the battery is encapsulated within the sensor allowing for no access.During this first visit we also looked at an "Air Bag Warning Light" concern that Mr. [redacted] brought to our attention, unfortunately there was no light on at the time nor was there any stored failure codes to indicate what failure had occurred that may have caused this light to come on. Mr [redacted] was advised of this and no repairs were made in regards to this concern nor was there any charges for us to look at this particular issue. Mr. [redacted] did pick up his vehicle the afternoon of Friday August 22nd, and when he was leaving the indicator lights did in fact come back. At that time Mr [redacted] was offered alternate transportation by his service consultant Rich [redacted] who did in fact witness these lights being back on, but chose to go ahead and drive his vehicle and to return at a later time.Approximately 6 weeks later on October 1st, Mr. [redacted] returned with his vehicle to have us once again look at his "Air Bag" and "Tire Pressure Monitor Light" being on. He also asked us to look at a "Check Engine Light" that had also come on and a "Popping Noise In The Left Front Door" . These two additional concerns had no bearing on the previous concerns and stand on their own.Upon our inspection of these concerns we did in fact find that the "Air Bag" concern had stored a code in the computer system (B0041) indicating that a failure had occurred in the left front seat side impact sensor connector. Repairs were made to this connector to ensure proper connections were being made and a system performance test along with a 5 mile road test were performed to ensure that this repair had corrected the concern with the "AIR BAG LIGHT', there was no reoccurrence during or after this testing procedure. We also looked at the "TIRE PRESSURE MONITOR LIGHT" that had come back on and found that another one of the original "Tire Pressure Monitors" had failed on the left rear wheel. We suggested to Mr [redacted] that due to the age and mileage (140,124) of the vehicle that he replace the last two sensors but he declined our suggestions and only authorized us to replace the additional one sensor that had failed, so we only replaced the left rear sensor.During this visit we also were asked to determine the cause of the "Check Engine Light" coming on. We found that this failure was do to a stored trouble code of (P0342) indicating a failure with vehicle "Camshaft Sensor Circuit". Our findings were that someone who had just recenlly replaced the "Camshaft Sensor" in this vehicle had damaged the input wiring harness that connects to this sensor during their repairs. Mr. [redacted] was notified and authorized us to make the repair to this harness in the amount of $489.42. We did tell Mr. [redacted] that we suggest the sensor itself and the intake manifold gaskets be replace to ensure the quality of the repair but Mr. [redacted] declined to have this work done and asked that we reuse the old gaskets and the current sensor.We were also asked to look at a "Popping Noisell in the left front door area and found that the noise was due to loose attachment fasteners Mr. [redacted] was notified of our findings and authorized the repairs in the amount of $128.50. We then performed the recommended repairs and ensured that everything else within that door was working fine.As for the additional work that was recommended by Coulter Cadillac we believe that this vehicle is without question in need of these recommended repairs to operate safley and properly, the choice to perform these repairs or not is entirely up to Mr [redacted].Mr. [redacted] picked up his vehicle once again on the evening of October 1 st and shortly after he picked it up he called back and claims that the dash warning lights had come back on. Mr. [redacted] asked for him to return so that we could check it while it was in a failed mode, but Mr. [redacted] did not come back in. As of this date, nearly two months later, neither one of the Service Managers here at Coulter Cadillac has ever heard from Mr [redacted] in regards to these issues until we received this correspondence from the Revdex.com. In conclusion, Coulter Cadillac still is of the belief that we have done nothing wrong, however in the interest of customer satisfaction we would be willing to once again have Mr. [redacted] return to Coulter Cadillac with his 2005 Cadillac Escalade and we will have our Technical Service Manager inspect his vehicle, at no cost to him, and advise him of our findings. At that time if it is determined that we have done something wrong we will consider making the necessary adjustments.

In response to this complaint Coulter Cadillac feels that they have done nothing wrong in this matter, but will agree to reimburse [redacted] in the amount of $142.42 as she has requested. However, we do not feel that we are in anyway responsible to provide any reimbursement for the...

freon that she is also asking for.

The reasoning behind the declination for the freon is that we had no reason to purge the freon from [redacted] air conditioning system during the diagnosis process that was performed. I can assure you that if we felt that we were in any way responsible for the loss of this freon that we would without question grant her request for this prevision also.

 

The diagnosis we performed on this vehicle included to find out why it was towed in because the engine would not turn over we removed the drive belt from the air conditioning system and found that the air condition compressor clutch was frozen up and possible damaged was done to the air conditioning compressor. the good news is that after this belt was removed the engine assembly turned over freely and did not appear to have suffered any damage.

[redacted] was then advised of our findings and given a worst case scenario for the cost of these recommended repairs, but declined to have the repairs made here at Coulter.

 

We are having a check issued for the amount of $142.42 and [redacted] should be receiving this payment the week of November 3rd, 2014. We trust that this will close this case in a satisfactory manner. If I can be of further assistance please feel free to contact me anytime at [redacted]...Thank You.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I'm not letting them touch my truck ever again.  I've brought it to them twice for the same small 2 issues and they charged me both times to fix them without actually fixing them.  I don't live in the twilight zone, you guys obviously don't know what the hell you're doing.  I just want a refund for the money I paid them to fix my Escalade since they charged me without fixing the problems.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

On November 9, 2015, I brought my 2014 Buick Encore to the service department at Coulter Cadillac for service. At completion of the service, somewhat surprised to find out that the total cost for maintenance was over $800…this for a car with less than 30,000 miles. At the time, I trusted the information provided by the service advisor and didn't question the bill.

Now it is 2016, and I am preparing my annual household budget. In order to get accurate numbers for the cars I drive, I obtained a copy of the 2014 Buick Encore maintenance schedule and reviewed the service intervals to get an idea of cost for the year. Much to my surprise, most of the work that was performed in November wasn't due to be completed (according to the schedule), and I can't figure out why it was recommended. According to the schedule, the actual cost for the service in November should have been less than $200.

On January 10, 2016, I sent an email to the Service Manager listed on the company's website, Mr. Jon Thorne. I did not receive a response to this email. On January 25, 2016, I followed up with a written letter, mailed by Mr. Thorne by US Mail. Still I did not receive a response.

Needless to say, my faith and confidence in this company has been significantly damaged, and I don't know if I can trust any of the service advisors to provide accurate information on the service needs of my vehicle. Further, the lack of response clearly indicates a lack of concern on the part of the dealership for any customer satisfaction whatsoever. If you are reading this and are considering using this dealership for vehicle service...think again.

On January 10, 2016, I sent you an email describing an issue I had with a recent service visit to your dealership. After not receiving a reply in over 2 weeks, I am compelled to send you a letter describing the situation. I have been bringing my 2014 Buick Encore to your service department since it was purchased in 2014. On November 9, 2015, I brought the car in for service, and was somewhat surprised to find out that the total cost for maintenance was over $800…this for a car with less than 30,000 miles. At the time, I trusted the information provided by the service advisor and didn't question the bill.

I took my 2013 [redacted] in for a routine service & checkup which included a normal tire rotation. When I received the vehicle back from the service department I noticed that the tires were very noisy and upon further investigation I discovered that the directional radials were rotated incorrectly from side to side. In addition the rear drum brakes were also out of adjustment, something which should have been caught upon inspection and at a minimum presented to the customer (me) with options to correct. Unfortunately this dealership seems not to care about the quality of their work or customer relations as I was met with a lukewarm callback from a service advisor when I attempted to contact the service manager directly regarding the issues above. Note that I do not normally leave feedback reviews when I have a bad experience with a company preferring instead to just to take my business elsewhere, however in this case I felt warranted in providing such feedback in the hope that this company will take corrective action in order not to place future customers into a similar situation.

Review: I took my car to Coulter Cadillac to get a diagnostic on my check engine light. I had to get my vehicle fixed for emissions. Upon leaving my car would not start, the ignition was locked, everything else worked in the vehicle except the ignition. the car said starting disabled. Replaced cylinder ,new key and cam. Total cost $520.00 $489.00 labor cost.

$150.00 dollars but the labor wasDesired Settlement: Stop lying to customers to get more money out of them for phantom issues that don't exist.

Their mechanics will tell you that you need to replace whatever they know how to easily replace or whatever they just learned how to fix in mechanics school. I brought my escalade to them for an air bag light and they did their b.s. inspection on my escalade and said my water pump leaks and gave me an estimate for it as well as an estimate for $4500 worth of work that my Escalade doesn't need whatsoever. Said my water pump leaks when nothing leaks. Said I needed a sensor that I had just replaced on my own the day before. I went to them twice and paid over $1200 for 2 small lights and I still have both warning lights coming on. They are the worst shop you could possibly take your vehicle to in Arizona. Go anywhere else and you will be way better off.

took my car here because ac didn't cool first said problem was actuator one week later returned this time said problem was accumilater one week later returned after spending 800 dollars same problem now the problem is evaporator 5000 dollar repair. I decided better get second opinion took car to napa honest mechanic told me evaporators rarely go bad said problem was compressor replaced haven't had problem since.Dealer cheated me out of almost 1000 dollars

Review: I brought my 2005 Cadillac Escalade in for service for 1) airbag light 2) tire pressure monitoring system light. They said basically I needed a whole new vehicle and gave me an estimate for $4500 in bogus repairs that I didn't need at all. I agreed to have repair work performed on the 2 original problems I brought my vehicle to them for. They said I needed 2 tire pressure sensors and they replaced those for $317.76 on 8/22/14 and gave me my vehicle back. Immediately when I got it back and started driving home, I made it to the end of their parking lot and both warning lights were still on. They said to bring it back another day. I brought it back a few weeks later when I had time on 10/2/14 and they said I needed 1 more tire pressure sensor to get rid of the warning light and that I needed to fix the wiring for the side airbag on the drivers side seat to get the airbag light to go off. They said they completed both repairs, charged me $931.95 and gave me my vehicle back and I drove 1 mile from their dealership this time and both lights came back on. I called them. They said bring the vehicle back to us again. Umm, no. How many times are we going to go around in a circle like this where I keep giving Coulter money for thin air and they keep fixing nothing. I told them I didn't want to bring the vehicle back to them so they can rip me off more and that I just wanted my money back that I paid them since they didn't do the repairs they said they did.Desired Settlement: $317.76 and $931.95 refund checks mailed to me.

Business

Response:

In response to this complaint (ID# [redacted]) Coulter Cadillac feels that they have done nothing wrong in this matter, but will agree to look at Mr. [redacted] 2005 Cadilla Escalade again at "No Charge" to determine the root causes of what he claims is happening.In response to the tire pressure monitors that were replaced there was no doubt that the sensors were "BAD" and in need of replacement. These sensors are battery operated and have a life expectance of approximately 10 years or 150,000 miles on the average (they all have a self contained battery built into the unit itself) before they need to be replaced. On Mr. [redacted]"s first visit the pressure monitor light had come on, indicating that one or more of the (4) tire pressure monitors had failed. It was determined during this visit that the left front tire pressure monitor would not program and that the right front tire pressure monitor was reading erratically. These two sensors were the only ones replaced since the other (2) did successfully accept the recalibration process at this time, but also keep in mind that all (4) batteries in these tire pressure monitors are most likely of the same age. UnfortunatelY,there is no way to check the remaining battery life of this type of a sensing unit since the battery is encapsulated within the sensor allowing for no access.During this first visit we also looked at an "Air Bag Warning Light" concern that Mr. [redacted] brought to our attention, unfortunately there was no light on at the time nor was there any stored failure codes to indicate what failure had occurred that may have caused this light to come on. Mr [redacted] was advised of this and no repairs were made in regards to this concern nor was there any charges for us to look at this particular issue. Mr. [redacted] did pick up his vehicle the afternoon of Friday August 22nd, and when he was leaving the indicator lights did in fact come back. At that time Mr [redacted] was offered alternate transportation by his service consultant Rich [redacted] who did in fact witness these lights being back on, but chose to go ahead and drive his vehicle and to return at a later time.Approximately 6 weeks later on October 1st, Mr. [redacted] returned with his vehicle to have us once again look at his "Air Bag" and "Tire Pressure Monitor Light" being on. He also asked us to look at a "Check Engine Light" that had also come on and a "Popping Noise In The Left Front Door" . These two additional concerns had no bearing on the previous concerns and stand on their own.Upon our inspection of these concerns we did in fact find that the "Air Bag" concern had stored a code in the computer system (B0041) indicating that a failure had occurred in the left front seat side impact sensor connector. Repairs were made to this connector to ensure proper connections were being made and a system performance test along with a 5 mile road test were performed to ensure that this repair had corrected the concern with the "AIR BAG LIGHT', there was no reoccurrence during or after this testing procedure. We also looked at the "TIRE PRESSURE MONITOR LIGHT" that had come back on and found that another one of the original "Tire Pressure Monitors" had failed on the left rear wheel. We suggested to Mr [redacted] that due to the age and mileage (140,124) of the vehicle that he replace the last two sensors but he declined our suggestions and only authorized us to replace the additional one sensor that had failed, so we only replaced the left rear sensor.During this visit we also were asked to determine the cause of the "Check Engine Light" coming on. We found that this failure was do to a stored trouble code of (P0342) indicating a failure with vehicle "Camshaft Sensor Circuit". Our findings were that someone who had just recenlly replaced the "Camshaft Sensor" in this vehicle had damaged the input wiring harness that connects to this sensor during their repairs. Mr. [redacted] was notified and authorized us to make the repair to this harness in the amount of $489.42. We did tell Mr. [redacted] that we suggest the sensor itself and the intake manifold gaskets be replace to ensure the quality of the repair but Mr. [redacted] declined to have this work done and asked that we reuse the old gaskets and the current sensor.We were also asked to look at a "Popping Noisell in the left front door area and found that the noise was due to loose attachment fasteners Mr. [redacted] was notified of our findings and authorized the repairs in the amount of $128.50. We then performed the recommended repairs and ensured that everything else within that door was working fine.As for the additional work that was recommended by Coulter Cadillac we believe that this vehicle is without question in need of these recommended repairs to operate safley and properly, the choice to perform these repairs or not is entirely up to Mr [redacted].Mr. [redacted] picked up his vehicle once again on the evening of October 1 st and shortly after he picked it up he called back and claims that the dash warning lights had come back on. Mr. [redacted] asked for him to return so that we could check it while it was in a failed mode, but Mr. [redacted] did not come back in. As of this date, nearly two months later, neither one of the Service Managers here at Coulter Cadillac has ever heard from Mr [redacted] in regards to these issues until we received this correspondence from the Revdex.com. In conclusion, Coulter Cadillac still is of the belief that we have done nothing wrong, however in the interest of customer satisfaction we would be willing to once again have Mr. [redacted] return to Coulter Cadillac with his 2005 Cadillac Escalade and we will have our Technical Service Manager inspect his vehicle, at no cost to him, and advise him of our findings. At that time if it is determined that we have done something wrong we will consider making the necessary adjustments.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I'm not letting them touch my truck ever again. I've brought it to them twice for the same small 2 issues and they charged me both times to fix them without actually fixing them. I don't live in the twilight zone, you guys obviously don't know what the hell you're doing. I just want a refund for the money I paid them to fix my Escalade since they charged me without fixing the problems.

Regards,

Business

Response:

In our second response to complaint (ID# [redacted]) we still believe that Mr. [redacted] is absolutely not entitled to a full refund for the repairs made to his 2005 Cadillac Escalade, for the following reasons: We feel that Coulter Cadillac has done nothing wrong in this case, and we are willing to look at Mr. [redacted] vehicle at "NO CHARGE"' to him and advise him of what the cost of the necessary repairs will be to correct his current concerns.On his first visit on August 22, 2014 Mr. [redacted] asked us to look at (2) separate concerns, an air bag light that he says was coming on and a Tire Pressure Monitor Light that was coming on.We were unable to determine any failure in the Air Bag system, and there was no indicator light on at this time and there were no trouble codes indicating a failure stored in the computer system of his vehicle. Mr. [redacted] was advised of our findings and was not charged for the time we spent looking at this concern. (please refer to attached repair order #[redacted] ... Line "A").As for the second concern with the Tire Pressure Monitors it was determined that (2) of the (4) Tire Pressure Monitors had failed and would not allow themselves to re-program. We replaced the (2) failed Tire Pressure Monitors in both front tires and were able to re-program the other (2) original monitors in both rear tires. (These Tire Pressure Monitors contain an internal non replaceable battery and have an approximate life expectance of 10 years or 150,000 miles see attached GM bulletin, also please refer to attached repair order # [redacted]...Line "B").On Line "C" of this same repair order ([redacted]) you will fmd that we also performed a "Complimentary" G.M. Multi Point Inspection (this is a visual inspection) to let our customers know what kind of things they need to start planning for to properly maintain their vehicle, the choice to perform these repairs or not is entirely up to the customer. This is were Mr. [redacted] claims we tried to sell him an additional $4500.00 of bogus repairs, but remember the choice to perform these repairs is ultimately up to him our job is simply to let him know what he should be expecting in the way of future repairs. (we do not believe that any un necessary repairs were made in this inspection report).Mr. [redacted] picked up his vehicle late on the afternoon of August 22nd, 2014. Shortly after he picked up the vehicle he returned to the Service advisor, [redacted], and told him that the indicator lights had once again come on. At that time Mr. [redacted] was offered alternate transportation and was asked to leave the vehicle and allow us to re­ inspect it while the lights were on. Mr. [redacted] declined the offer and said that he would return.After approximately (6) weeks later on October 15 2014, Mr. [redacted] returned to have us look at his vehicle once again. (please refer to attached Repair Order # [redacted]). In addition to having Coulter Cadillac look at the reason for the "Tire Pressure Monitor Light" and the "Air Bag Light" coming on he also requested to have a few other things looked at during this visit.The "Air Bag Light" was on during this visit and the computer had stored a failure code of B0041 indicating a failure had occurred in the left side impact sensor connection. This connection was repaired and the vehicle was driven approximately (5) miles to ensure the "Air Bag Light" repair had corrected the customers concern. (please refer to Line "A" of Repair Order#[redacted],attached)Secondly, we re-inspected the reason for the "Tire Pressure Monitor Light" coming on and it was determined that another one of the original "Tire Pressure Monitor" sensors had failed and could not be re­ programmed. At this time we advised Mr. [redacted] that he should also replace the last remaining original "Tire Pressure Monitor" sensor since they were all of the same age and that it would probably soon fail, Mr. [redacted] declined our advise and only authorized us to replace the additional sensor that had now failed in the left rear tire. This vehicle still has one original "Tire Pressure Monitors" that may fail and Mr. [redacted]'s aware of this. (please refer to Line "B" of Repair Order# [redacted], attached)The third thing we were asked to look at was to find the reason for the "Service Engine Light Soon" light coming on. We found a trouble code ofP0342 stored in the vehicles computer indicating that a failure had occurred in the "Camshaft Position Sensor' circuit. Mr. [redacted] was notified of our findings and authorized Coulter Cadillac to perform the repairs. It was determined that the cause was related to a damaged input wiring harness to the "Camshaft Position Sensor". It appears that this input harness was damaged during previous repair made ELSEWHERE when the "Camshaft Position Sensor" itself was replaced. At this time we also advised Mr. [redacted] that we should replace the "Camshaft Position Sensor" with a factory G.M. part, but again Mr. Dronsejke declined to accept our advise. The total for this part of the repair was $489.42 plus tax and as you will notice there is no mention of a re-occurring problem with this repair in Mr. [redacted]'s complaint. (please refer to Line "D" ofRepair Order# [redacted], attached)The fourth thing we were asked to look at was an popping noise that occurred when the left front door was opened. Upon our inspection it was determined that the left door check link mounting hardware needed to be re-tightened. Mr. [redacted] was advised of our findings and authorized the repairs to be made in the amount of$128.50. Again there is no mention of a re-occurring problem with these repairs in Mr. [redacted]'s complaint. ( please refer to Line "E" of Repair Order # [redacted], attached).As mentioned before even though it has once again been several weeks since we have seen Mr. [redacted] or his vehicle, Coulter Cadillac will be willing to look at Mr. [redacted]' s 2005 Cadillac Escalade to determine the cause of the (2) lights that he is claiming are coming back on (the "Tire Pressure Monitor Light" and the "Air Bag Light") at "NO CHARGE" to him.(DIAGNOSIS ONLY). Once the cause is determined we will advise Mr. [redacted] of the costs associated with the repairs and he can then decide if he would like to have them repaired or not. (The necessary repairs would be at Mr. [redacted]'s expense). In conclusion, Coulter Cadillac still believes that we have not done anything wrong in the repair process of Mr. [redacted]'s 2005 Cadillac Escalade. If I can be of any future assistance or can answer any other questions please feel free to contact me at [redacted] ....Thank You for your assistance in this matter.[redacted]Service Manager,Coulter Cadillac

Review: I towed my [redacted] to Coulter Cadillac knowing that my A/C clutch had seized up. I was told and have an invoice stating that my A/C compressor had seized up leaving metal fragments within the system which would require a flushing of the lines and a new compressor, and that my drive belt was stretched and worn from the seizing and would need replacing. The total estimate to fix my vehicle came to $1,967.67. I requested the A/C clutch to only be replaced and they denied that request. Since the value of my vehicle is below that amount, I declined the repairs and had my car towed to another shop for a second opinion. I came to find that my A/C clutch was the only part that seized, the compressor was never taken off for examination, and my freon was depleted. My compressor was fine and it never seized nor threw metal fragments into the lines. My belt was also fine because I just replaced it about 6 weeks earlier. I called Coulter Cadillac and talked with the service manager and he apologized and said that he would call me back later that day or the next day so he could do some research. The following day I waited till close to their business hours and called him back since he failed to call me. He had not done any research and was rude to me. He offered to refund me half of my diagnosis charge which was in full $142.42 and said that he had no reason to believe that the mechanic would have emptied my freon. He never spoke with that mechanic nor had looked into my situation yet, so how could this man state this? He also asked me, "how do you know that the garage that you have taken it to, didn't steal your freon?" I told him that it was a close friend of a coworker of mine, but I can't prove it either way. I said, either way, I want my full diagnosis charge back because it was totally wrong! I told him that I wouldn't press the freon issue, but a full refund for the diagnosis charge was well deserved. His demeanor turned even darkener and he said no to my request which I think was more than fair. I told him that I would report this issue to the Revdex.com and he said that he didn't care and good luck. And that was that.

------I also want to add that my drive belt was found tucked behind my driver's seat and it was in new condition.Desired Settlement: I want and deserve the full amount of the diagnosis charge ($142.42) refunded to me. I also want them to pay for the freon replacement service. I do not want them to perform the service because I don't trust them. I would like to see an investigation on their business practices as well.

Business

Response:

In response to this complaint Coulter Cadillac feels that they have done nothing wrong in this matter, but will agree to reimburse [redacted] in the amount of $142.42 as she has requested. However, we do not feel that we are in anyway responsible to provide any reimbursement for the freon that she is also asking for.

The reasoning behind the declination for the freon is that we had no reason to purge the freon from [redacted] air conditioning system during the diagnosis process that was performed. I can assure you that if we felt that we were in any way responsible for the loss of this freon that we would without question grant her request for this prevision also.

The diagnosis we performed on this vehicle included to find out why it was towed in because the engine would not turn over we removed the drive belt from the air conditioning system and found that the air condition compressor clutch was frozen up and possible damaged was done to the air conditioning compressor. the good news is that after this belt was removed the engine assembly turned over freely and did not appear to have suffered any damage.

[redacted] was then advised of our findings and given a worst case scenario for the cost of these recommended repairs, but declined to have the repairs made here at Coulter.

We are having a check issued for the amount of $142.42 and [redacted] should be receiving this payment the week of November 3rd, 2014. We trust that this will close this case in a satisfactory manner. If I can be of further assistance please feel free to contact me anytime at [redacted]...Thank You.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On April 24, 2014, I purchased a new 2012 Buick Regal. During the sales presentation, I was promised the following: 1. Salesman said I would receive 1 year of Onstar AND Sirrus XM...... 3 days after the purchase I phoned [redacted]., and said that the Onstar company was not aware of the 1 year promised and was he said he would go on the computer and take care of it for me. The next day he phoned me and said it was all imputed and I have my one year of Onstar & XM. To this day according to Onstar & XM, I don't. I just want what was promised. I was also told that if I traded my leased Buick Verrano to the Coulter dealership, that whatever balance was on the lease that Coulter would pay it off and not add it to the new contract. After I agreed to all that and do the purchase, after I signed I was told that Coulter COULD NOT pay off the balance of the lease. It was a matter of a few hundred dollars and the the second sales manager said he would compensate for that with 3 FREE oil change coupons which I should receive later that week. After the week went by with NO coupons received, I phoned [redacted] who said that the person that made the promise was out for the week but would take care of it when he returned. Of course he NEVER did. It is now July 18th and within the last 30 days, I received 3 calls from a girl that I assume is taking [redacted]'s position since her call came on the phone number [redacted] had given me. She phoned and asked me if everything was okay, any questions, problems, etc. I told her everything written above and she said she would turn it over to one of the new car managers. A few days went by with no return calls from the new car manager she turned everything over to, so I phoned HER back. When I questioned her, she said she gave the information to the new car manager and that he would be calling. Never heard from anybody. I phoned her back 2 weeks later and told her that know one has called me and she said again that she would talk to the new car manager again and still to this day, know one from Coulter has been professional enough to call me to satisfy a customer. One would think that "Coulter Cadillac" would have an impeccable customer service record, which I'm sure they do, but for me its just like buying a car at [redacted]. Once they get their funding, the heck with you.Desired Settlement: All I am asking for is what was promised. I signed a WEO for the 3 FREE oil changes and all I want is the 3 coupons promised to cover for that. I was promised 1 year of XM AND OnStar. That's all I want. Fulfill the promises that were made.

Business

Response:

This is the first I have seen this complaint, I will research this with management and someone from our organization will respond.

Thank you