Michael Cadillac, Inc.

Initial Business Response /* (1000, 5, 2016/05/10) */
Mr*** originally brought his vehicle to us on 9/23/stating that his "check engine light" was on and that there was a ticking sound coming from the engine.We found the engine vent system was plugged with dirt causing the light to be on and
the oil pump and camshaft needed replacement to fix the ticking.We fixed the first item and he returned on 4/6/authorizing us to replace the engine camshaft and oil pump to correct the tickingAfter completing those repairs we found the engine had low oil pressure.We discussed several options with Mr*** and it was decided that we would replace the engine crankshaft, bearings,etcat no charge to Mr***We completed those repairs and returned the vehicle to Mr.*** with the engine repairedMr.*** hooked up a scan tool to his vehicle and found a trouble code PpendingThat code signifies an issue with the throttle position sensor and is completely unrelated to any work performed by us and is most likely the cause of his current hesitation issueHe has not brought the oil burning smell or oil leak to our attentionWe are more than willing to recheck our work to see if any of his current concerns are our responsibility and, if so, correct them for himWe will not be issuing any refunds for the work he requested or for rental charges which we did not authorize
Initial Consumer Rebuttal /* (3000, 7, 2016/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I selectively chose not to roll back to September repair issue, in order to avoid muddying up the present status quo
9-23-15, the vehicle went in for two specific error codes *** (Evaporative Emission System) and Error code *** (Cylinder misfire)I was charged separately for both codes! When I inquired, I was told it is ***'s custom procedureReplaced the canister and the filter kit, a 1/hours labor?, for a total of $979.77! As for error code P0303, which was diagnosed with Camshaft and oil lifter issueThe spark plugs were unevenly wornOnce changed, the Pcode disappeared***'s Chevrolet overlooked such diagnosticWhen they did the in April repair, they replaced the newly installed spark plugs
4-6-16, the vehicle went in for low oil pressure, requested a diagnostic and repair, none the less, the oil lamp was onMore so, the service Advisor suggested replacing the camshaft and oil liftersreplacing the oil pump if only neededI do adamantly refute ***'s staff industrial amnesia trip pertinent their lack of awareness to the reason the vehicle was taken in the first placeTheir statement is a fallacy and on the other side of the truthIn addition, the vehicle was to be repaired in days, but was not released for days
4-15-16, I was assured the vehicle was in good running condition upon releasePaid a $6,sum and had a chat with the manager that the camshaft and lifters, parts and labor were not neededThe manager and service advisor adamantly denied the awareness of the Perror code and they encountered the issue upon finalizing the uncalled repairI was duped to believe so, only to pay the accrued invoice, only to return the vehicle after a miles trip
X-new error code PCrankshaft position sensor, light on, engine hesitates and sporadically turns off at stop signAlso, the engine is set to at high idleSome parts around the engine are torn offThe engine was opened twice while witch hunting repair
I Do not wish to go back and be tortured for another 1/weeks of witch huntingI shall repair the vehicle at a reputable shop that commands integrity and honest labor practicesIn addition to the many missteps in diagnostics and repair, the economic cost and duration of vehicle service were torturous
I adamantly and unconditionally request my full refund, vehicle rental cost for 1/weeks, and engine repair costI started with low oil pressure and ended up with a whole slew of issues
Final Consumer Response /* (4200, 11, 2016/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They had the vehicle in their possession for 1/weeks consecutively, with an interruption on May 15th, They tore into the engine twiceThey have done more damage than repairThe vehicle is emitting noxious odor from oil burningThe engine is running high idleWhen coming to a stop and easing on the break, the vehicle propelled forward, which got me into a fender bender
All the above and whatever was listed in my previous response should be taken into account
I shall have no further response except through the proper channels
Final Business Response /* (4000, 13, 2016/05/24) */
We have no further comment in this matter and suggest that the customer contact the Bureau of Automotive Repair who will investigate his claims.If the investigator determines that we owe the customer a refund we will abide by their decision

Business additional response to Mr***'s complaint- Case 1***0 *** states that he told his Service Advisor ***, that he had taken his vehicle back to the windshield company on separate occasions to have it resealed and was still experiencing water intrusion and he was going to take it back for a time. Due to this we focused our attention on other areas and found water coming in through the roof antenna and through the driver's door weatherstrip and recommended they be replaced. if Mr*** doubted our findings he should have declined to have the work done and returned his vehicle to the windshield company for his free reseal. He authorized us to make the repairs and while we sympathize with his financial situation we see nc reason to refund him for these repairs

Initial Business Response /* (1000, 5, 2015/09/08) */
The recall work that was performed has nothing to do with the turn signalsWe will check our work and diagnose the cause of the turn signal not working free of chargeIf we determine that the work we did caused the turn signal problem we will
fix it free of chargeIf it is unrelated to our work we will provide an estimate of the cost to repair it before doing any workThe customer will have the option of authorizing the work or declining itThe initial check and diagnoses will be done at no charge to the customer

To Whom It May Concern: *** *** purchased a pickup truck and bought a snug top which was sublet to *** Truck AccessoriesMr*** is correct, the paint doesn't matchWe currently have it in our Auto Body Shop and will match the paint and return it to him this week at no charge to
Mr***. Sincerely, *** * ***President

The customer had this vehicle towed to our dealership on 3/20/stating that it would not startWe found the Ignition-switch had failed along with the starter and a broken battery clampThe customer authorized us to replace the needed items and drove the vehicle away on 3/24/17. On 4/4/
the vehicle was driven in and the customer stated that the check engine light was onWe found that the vehicle needed an oil pressure switch, brake switch, fuel pump and a left motor mountWe offered a discount to the owner for these repairs as a goodwill gestureThese repairs are completely unrelated to the previous repairs made by usThe owner declines to have the repairs made and we are waiting for them to retrieve their vehicle

I am rejecting this response because:
Obviously [redacted] Chevrolet does not care to make this right. I paid for a service, they failed to deliver on what they charged me for. I find it unbelievable that a dealership of this size would take advantage of a loyal customer. I trusted their diagnostic check and authorized the repairs to fix the leak I took it in for.  That's what [redacted] told me was causing the leak. He didn't say, you have two other leaks that we want to fix that have nothing to do with why you brought it in.  This dealership should not be allowed to take advantage of their customers like this.

I am rejecting this response because:As we can see they do not want to take responsibility for their actions. The business lied to me on several occasions, including the about the warranty. I am not rude, but do have civil rights that are to be respected, which I have a right to speak up about. That does not mean I am rude, but have the ability to not be done wrong. As a company they did charge me more than they should have. The miles on the car that I wanted were less and the car was the same price. The company had no right to sale the car either that they agreed to keep for me. Being in business for 32 years means nothing to me when I have been done wrong, lied to and spoken to in a Disrespectful way

Mr. [redacted] brought his vehicle to us on 4/7/17 stating that when it rains he has water coming in on his dashboard. We water tested the area and found water coming in through the antenna on his roof and also throe h the driver's door weatherstrip We gave Mr. [redacted] an estimate to replace the...

antenna and weather-strip which e approved. On 4/21/17 Mr. [redacted] returned stating that he had water intrusion at the left side windshield pillar. We water tested that area and found water coming in at the left side of the windshield. we sent the vehicle to our windshield shop and had it completely resealed at no charge to Mr. [redacted] Mr. [redacted]'s vehicle had multiple leaks each unrelated to the other. We did not charge him to reseal his windshield and he currently has no leaks. If we were to refund him for the work he paid for he would be getting his vehicle fixed free of charge. We fixed the leaks we found and feel we were more than fair to Mr. [redacted] and will not be issuing a refund for work he needed and authorized.

Mr. [redacted] brought his Cadillac into our service department on 7/18/2016 and the repair order states he advised us that the "Check Engine Light, Traction Control Light and Service Stabilitrack* lights were on in the vehicles message center. There is no mention on the repair order of any water...

intrusion concerns or issues, We found the engines Mass Air Flow Sensor was dirty and cleaned it for a cost to Mr. [redacted] of $130.00 total. On 1/24/2017 he returned and stated that there was water leaking into his trunk near the battery and also on the passenger floor during rain. We found the sunroof drains were clogged with debris and cleaned them at Mr. Thompsons expense. On 2/13/2017 he returned and stated that the "Check Engine Light" was coming on. The vehicles computer told us that the engines purge valve ( which is part of the vehicles emission system )was malfunctioning and needed to be replaced. Mr. [redacted] declined to have the work performed. When our Service Manager spoke with Mr. [redacted] he explained none of these issues were related but, as a gesture of goodwill, we would offer a discount on the needed repairs of $130.00. Mr. [redacted] again declined having the work performed. Our offer of a discount is still available if Mr. [redacted] wishes to accept it, however we are not in a position to offer any further financial help since our records are pretty clear that we have been fair in our dealings with this customer.

Mr. [redacted] authorized us to replace the rear brake hoses on his vehicle, which is 25 years old. After we replaced the hoses we attempted to bleed the brakes which involves loosening the brake caliper bleed screws. The bleed screws would not loosen and were seized into the calipers. We...

recommended that both rear brake calipers be replaced. mr. [redacted] declined to have the calipers replaced. We did not cause the bleed screws to be seized and we have no financial responsibility in this matter. Mr.[redacted] needs to have his brake calipers replaced for his brakes to operate safely, at his expense.

In light of the recent complaint from [redacted] I would like to respond and provide clarification in regards to her concerns.  The first concern that [redacted] has is that we were supposed to reserve and hold a vehicle for her. As an approved San Joaquin Valley Air Pollution Control...

District dealer, we agree to hold vehicles for APPROVED customers only so that they may be able to coordinate their purchase with the San Joaquin Valley Air Pollution Control District. This process is very complex and has a lot of steps that need to be completed by the customer before a final approval is issued by San Joaquin Valley Air Pollution Control District. This program allows customers to replace their gas-guzzling older vehicles with new or pre-owned fuel-efficient hybrid or electric vehicles and assistance up to $9500 from the state toward the purchase. The date of [redacted]'s initial visit, she advised us that she was approved and ready to reserve her vehicle. Per our agreement with S.J.V.A.P.C.D., we reserved the vehicle she chose and waited to coordinate with the agency the following Monday. We were then contracted by [redacted] who is the representative with San Joaquin Valley Air Pollution Control District after [redacted] left. She advised that [redacted]'s file was not yet finalized due to stipulations [redacted] has not completed in order to gain final approval. At that time we re-listed the vehicle for sale to the public and the vehicle sold prior to her final approval. When [redacted] returned we advised [redacted] what has happened and she was upset and blames the dealership for selling "her" car. We still worked tirelessly with [redacted] as she completed her requirements to qualify. Nearly a week after [redacted] finalized her application with San Joaquin Valley Air Pollution Control District, she came back in to pick out a vehicle that qualified. At the time we had only one pre-owned Chevrolet Volt in stock. [redacted] proceeded with the purchase and was provided a 3-day rescission option, provided free of charge to qualify S.J.A.P.C.D participants on pre-owned vehicles. [redacted] never exercised her right to cancel or bring the vehicle back.  Her next concern is the warranty on the vehicle she purchased. The 2014 Chevy Volt [redacted] purchased is a certified Pre-owned vehicle. General Motors Certified Vehicles are issued with additional coverages that the consumer does not pay additional money for. That coverage includes the remainder of the factory warranty plus additional 12 months or 12,000 miles comprehensive coverage, and an extension of the powertrain warranty to 6 years or 1000,00 miles, all of which was explained to [redacted] prior to completing the purchase . When [redacted] accepted all the terms and was directed to our business office to conclude her paper work, [redacted] opted into purchasing additional warranty on the vehicle. This warranty is effective from the original date this vehicle was put into service, 11/13/2013. This warranty will expire 11/13/2020 or at 75,000 miles on the vehicle, whichever occurs first. The terms of the extended coverage she purchased, like all contracts we offer, starts from the initial in-service fate the vehicle was first sold new. We explained this to [redacted] many times before she took ownership of her car and. Afterword, was told she would exercise her recession right and return the vehicle, after serving this community for over 32 years, we would rather lose a deal than gain an unhappy customer. As an attempt at good-faith and to try and satisfy [redacted], we provided an additional discount on the extended service contract. [redacted] was gracious in accepting the savings and thanked us for our generosity. In regards to the price of the car, we have special set pricing for participants of the S.J.V.A.P.C.D program. Per our agreement with S.J.V.A.P.C.D and in order to assure the proper consumer protections are in place for these participants, we do not charge a customer over Kelly Blue Book retail guide pricing, and must display this price up-front, prior to completing  a transaction with the agency. In order to comply with the S.J.V.A.P.C.D guidelines we set up a separate website, www.cleanairautos.com strictly for participants to view and research in-stock vehicles that qualify for the S.J.V.A.P.C.D program. Is it these guidelines, along with her personal qualifications, that enabled her to receive $9,500 from the aforementioned state agency to apply to her Volt purchase. In regards to [redacted]s MPG complaints, we have offered to inspect her vehicle for any sub-par performance issues that could be affecting her fuel efficiency. The vehicle was inspected and certified by trained GM technicians and no problems were found prior to sale. She has yet to bring her vehicle in to take an advantage of an inspection. The fuel consumption ratings, as many people know, are designated by the Environmental Protection Agency’s studies and research, and not any manufacturer or dealer. This is not a number that the dealership sets. I have explained to [redacted], and shared with her the complexities of an electric car and the many ways consumers have found to maximize fuel efficiency. Michaels Automotive Center has gone far and beyond in trying to accommodate [redacted] She has accepted out generosity every time. In our dealings with [redacted], she has mistreated and disrespected many of our employees who were determined to help her. This treatment by [redacted], her repeated visits and phone-calls, are tantamount to harassment. As a long time dealer, we are used to dealing with difficult customers and unique transactions but [redacted] proved to be exceptional, so much so that we offered to cancel the transaction multiple times during her rescission period. I would like to thank you in advance for taking the time to review this complaint and our response, and want you to know that Michael Automotive Center truly values every customer. Our goal is customer satisfaction.