King O'Rourke Cadillac - Smithtown

At this time, I have been contacted directly by King O'Rourke Cadillac - Smithtown regarding complaint ID [redacted], however my complaint has NOT been resolved because:
King O'Rourke did not offer to take back the vehicle and replace it with the same vehicle and package in a different...

color.  This could have been resolved quickly because we contacted King O'Rourke less than 24 hours after leaving with the car. Also this was over a holiday weekend so no paperwork was submitted.  Contact with King O'Rourke was done through email as to keep an accurate records.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

At this time, I have been contacted directly by King O'Rourke Cadillac - Smithtown regarding complaint ID [redacted], however my complaint has NOT been resolved because:
 They forced me to pay because they said they would be requesting the loaner car. If I did not return it I would have...

to pay them over $100 per day.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

Review: I saw a 2016 GMC listed on the internet as sparking silver and requested to see the truck. When we arrived it was in the garage at around 1:30pm on an overcast day. Our salesman John called out sick so they had another salesman Mark show us the truck. We told the Mark we were waiting to see our silver Acadia. Mark walked passed the “silver” Acadia two or three times before needing to check the VIN number to realize it was the vehicle. While doing the paperwork with Mark, my wife kept saying she “couldn’t wait to get back into a silver car again”. The whole situation was very fast paced and all they kept saying was you can have the car today and John already did the paperwork. Well, our mistake was that we didn’t walk out right then. Instead we left in the dark with the truck. The next morning my wife sees the color of the truck and her heart sank. “Sparkling Silver” is not silver and the salesmen were completely aware of the color we wanted. Upon further investigation on another dealer’s website it is written as “Sparking Silver (Beige)”. We later found out that GMC changed the color name this year from “Champagne Silver” to “Sparkling Silver”. GMC’s decision to change the name of this color is extremely confusing and had it been left as “champagne silver” I am more than certain this never would have happened. However, the salesmen should be trained to explain colors correctly and should have been proactive that this name change could cause confusion amongst buyers looking for either silver or champagne. We have bought from one car manufacture, Chrysler/Jeep and leased many cars over the years and color was always a very important detail that our salesmen always went over thoroughly. We were loyal customers for a decade before making the move to GMC for our Acadia.

We returned to King O’Rourke not even 24 hours later to speak to John to make him aware of this error. It was New Year’s Eve and we were told to call Saturday as he wanted to make us happy. We returned, in person, to the dealership on Saturday morning. John told us that our only option was to pick another vehicle off their lot…none of which were silver. I told him this was not acceptable and asked to speak to his manager, Tony. Tony looked out the window at our Acadia and agreed it looked silver (even in the daylight) and said he thought it was silver. He completely understood how we didn’t catch the error under the garage lights. He told us he would check the in-coming inventory and get back to us as this would have to be done quickly. Monday rolled around and we never heard from anyone. We had to contact them and John returned our call basically saying there was nothing he could do because none were on the lot.Desired Settlement: Exchange. I would consider becoming a customer of GMC’s again if this was corrected, if not I will take my many years of business elsewhere. A 2016 Acadia SLT 2 in Quick Silver with an open road package in what we wanted and are hoping, what we can still correct and obtain.

Consumer

Response:

At this time, I have been contacted directly by King O'Rourke Cadillac - Smithtown regarding complaint ID [redacted], however my complaint has NOT been resolved because:

King O'Rourke did not offer to take back the vehicle and replace it with the same vehicle and package in a different color. This could have been resolved quickly because we contacted King O'Rourke less than 24 hours after leaving with the car. Also this was over a holiday weekend so no paperwork was submitted. Contact with King O'Rourke was done through email as to keep an accurate records.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I have an extensive repair history for things covered under warranty on a leased car that only allows for 12,000 miles a year. I have to drive 40 miles every time I need something repaired that is not my fault, such as bubbling tint (5 times in less than one year). The chrome bezzel fell off the day after I had brought it in last time to have it fixed and when I brought it in to have it replaced after it fell off I was promised 2 new bezzels. They only replaced one. I also noticed as I was leaving that the receipt they gave me was 450 miles UNDER my actual mileage. If I had not noticed they would have said I put the miles on the car myself over the holiday weekend. I believe they did this out of spite because I called ** on them due to their lack of any customer service skills whatsoever-to call the people I've dealt with rough around the edges would be a compliment. I went back in the store and asked for the manager who in turn said that I was "crazy if I thought they put 450 miles on my car" I in turn told him the proof was in the pudding and I would like him to sign and date something with the actual mileage on it. Instead, he went and printed a new receipt and gave that to me with the added miles on it. I had to actually grab the original receipt out of his hand. (I have both printed less than an hour apart with a 450 mile difference). I also notice new scratches which I believe they tried to hide by washing it for the first time EVER of all the times I brought it in for repair. They have never washed it before so I can safely assume they were trying to clean the 450 miles they put on it back off it. If I didnt notice the odometer/receipt discrepancy those miles would have been blamed on me on the holiday weekend. [redacted] who's hand I grabbed the receipt from claimed that Cadillac has "no video cameras" when I asked if I can see video proof of my car not leaving their lot. Really? A Cadillac dealership with no cameras?

This is the original complaint I filed which leads me to believe they are playing games now: :" I began my relationship with Cadillac 9/**/12 with a 39 month lease. (3 to 4 hour wait the day of pick up when I had an appt) Ive had the tint redone multiple times which is covered under warranty, yes, but I drive approx 40 miles each time I have a problem on a 12000 mile a year lease.

Recently lost a key chain which is covered under warranty had a heck of a time playing phone tag with [redacted] who then just stopped talking to me and I began speaking to a [redacted], who in my opinion lacks any customer service skills whatsoever. Every complaint I have she back talks that it was like that or its my fault. I had recently brought the car in for tint fixing for either the 4th or 5th time (40 mile trip) and was not only told it was only scratched which wasn't covered but she would get a 3rd opinion "so we can end this" as if I was a burden. Mind you, when I got there to pick the car up I had to follow her in the garage and bring her to show her the bubbling which is covered and now have to bring the car back AGAIN for tint when it could have been done that day. Also the bezzel I asked them to fix is now COMPLETELY GONE and there is rubber hanging off the window that "they examined" unsuccessfully."Desired Settlement: I think that the dealership should deduct the 450 miles from my lease agreement along with the 40 miles for every other time I had to bring the car to that particular dealership to fix things that were beyond my control. I have had cars for years -well over 100,000 miles and one tint job. I have had to have the tint redone countless times in less than a year. The bezzels both look as if they are about to pop off again. I want this to be taken into account when I am returning the lease. I feel I should be creditted for the tint completely due to the fact that it has been such a nuisance and a "mileage adder". The bezzels were an option as well and have cost me far more owning them then if I hadnt purchased them at all.

Review: I asked the service advisor to thoroughly check the car out because it was not driving correctly and accelerating. They did not fix the complaint that I ace them but wrote a bill of receipt of other services they supposedly did. And I ended up breaking down two days later and get a tow truck.Desired Settlement: Complimentary repair/parts.

Review: I own a 2000 Pontiac Trans Am WS6, with a little over 6000 miles on it. I recently took the vehicle in to King Orourke GMC in Smithtown on Sept [redacted] for its annual inspection and oil change. I purchased this vehicle from this dealership new and have been servicing it there ever since. On this particular visit, the service dpt managed to get my drivers side window stuck open, and put 3 slash's on the pillar support for the windshield on the drivers side while attempting to remove the old inspection sticker. The [redacted], approached me and said my window is not working and its an actuator that the cost is $400. I told her I brought the vehicle in with everything working and that's how I would like it back when she stated that they were not going to eat a $400 part, when in fact I found it to be any where from $80-$150 new gm replacement with motor. After a few moments of back and forth I was told to contact the [redacted] on Monday and see what he says, so I proceeded to get in my vehicle when I saw the cuts on the pillar. I approached [redacted] again and showed her the damage and she said that it was probably them who did it and to tell the [redacted] that as well. I asked for something in writing when she said she was not going to take responsibility and brought me over to the [redacted] who said he kinda sides with me and he would in fact talk to the [redacted]. I took the time to email [redacted]- about my unhappy service at his dealership. In response he called me and told me, he himself would talk to the [redacted] and get back to me on Wednesday Sept [redacted], but had yet to call me back. I spoke to the [redacted] who said there was nothing they would do about the window and tospeak to the [redacted] for the pillar. My window now works and I had mentioned it to [redacted], and asked only that they supply the damaged pillar but he said no, they will do nothing.Desired Settlement: I would like at this point the dealership to provide me with the new replacement for the one they damaged on my vehicle, and the amount it would cost to replace at another facility as well as an apology from [redacted] for denying me my repair in the first place and one from [redacted] for the rude behavior after my Vehicle was damaged at their facility.

Consumer

Response:

At this time, I have not been contacted by King O'Rourke Cadillac - Smithtown regarding complaint ID [redacted].

I have not been contacted by the dealership at all, they are just ignoring me and hoping a little guy like me will go away. I also contacted ** directly to see if they can help me, and I was told they can only send a letter to the dealership but nothing more and hope that would help me. So far it seems a big dealership can get away with things with no consequence to them.

Sincerely,