The Valley Cadillac Corporation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I definitely do not think it’s reasonable to buy a vehicle for $10,with broken speakers, non-working heat, and check engine lights on Just because it doesn’t fall under the lemon law Doesn’t make it ok to sell the car to someone and stick them with the issues The car would not have been able to sell for the price it did if it had those issues listed The sales manager was notified of the issues within the first two-three days I would have returned the vehicle immediately if I knew they were going to be so deceitful and irresponsible I thought Valley was a more respectful and reputable place.The last thing I do know is that one satisfied customer tells approximately five people about the success A unsatisfied customer tells approximately ten It’s unfortunate that the only basis for not fixing the car is because it doesn’t fall under lemon law criteria That is not doing good business Regards, [redacted]

Mr [redacted] brought his Cadillac DTS with 98,miles into our service department on1/16/2017, Invoice# [redacted] attachedHe had concernsThe car was given to a technician who spentone hour addressing all the concerns and gathered all the pricingMr [redacted] declined all work andwe charged him for the technidan's timeMr [redacted] was very unhappy about paying the labor todiagnose his concernsHe kept asking if we were really going to charge him.One of the concerns was the map light and garage door openerIt was brokenMr [redacted] had tapeda sign on it that said"broken"When the tech took the tape off to see what was needed for the repair,broken pieces were stuck to the tapeApart from the obviously broken pieces we found an additionalpart that needed to be replacedThis was included in the estimateWe were unable to reassemble the"broken" pieces.After paying his billMr [redacted] saw the map light/garage door opener housing and accused thetechnician of hitting the housing with a hammer and intentionally damaging it(It was broken when itcame in!) He said we made it more broken and felt that we were lying about the additional piece alsobeing brokenHe says we broke it.when my service manager told me about Mr [redacted] 's concerns I looked into myselfI have known [redacted] for 30+ years and I know that he is very frugalAs a goodwill gesture, and to get the issue handledright away, I told my service manager to do the job with no charge for laborThe total cost wasapproximately $including laborThe parts were about $ [redacted] was thankful for the offerbur declined saying that he wanted to speak with me.I called [redacted] and told him that it was a fair offerHe said as one business owner to another that he feltI had a conspiracy in the service departmentAdmittedly, I became agitatedI asked him if he felt hehad any responsibility seeing as the car came in with a sign taped on the housing saying brokenHesaid only for the parts that were already broken, not the one that my mechanic broke.I did a quick calculation in my headIf I pay for the broken part but charge him labor? Never mind.It was all or noneSometimes you just have to fire a customerI did, and I wasn't nice about it either.Mr [redacted] has disputed the charge on his credit card and we have been charged back the $108.67.If you have any questions or concerns please feel free to contact me.Regards,Edward [redacted] President The Valley Cadillac Corp

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Since they do everything to assist the customer why not assist me and change my rotorsYes I did test the car but that was on local street speed limit not a highway where the speed limit is and upI thank your sales manager for working very hard to get the dealI see Cadillac does work hard for its customerIf I would have a bought a Cadillac I bet my rotors would be fixed for freeSo I'm guessing they work hard only for Cadillac drivers and not non Cadillac DriversOnce again I thank you guys for getting me in this vehicle my only concern is the rotors If I would have know they were warped I would said something before purchasingI still think it should be covered and replacedNot like your spending a lot on parts its only two rotorsIt's about principle with meI bought this car from them and if they work so hard to please and assist customers then me being a first time buyer at Cadillac bringing the car back to try and build a relationship with this dealershipThey should have made and exception and been like hey since you just bought this car we will do this only this one time"Working hard to assist your customers right".
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I definitely do not think it’s reasonable to buy a vehicle for $10,000 with broken speakers, non-working heat, and check engine lights on.   Just because it doesn’t fall under the lemon law.  Doesn’t make it ok to sell the car to someone and stick them with the issues.  The car would not have been able to sell for the price it did if it had those issues listed.  The sales manager was notified of the issues within the first two-three days.  I would have returned the vehicle immediately if I knew they were going to be so deceitful and irresponsible.  I thought Valley was a more respectful and reputable place.The last thing I do know is that one satisfied customer tells approximately five people about the success.  A unsatisfied customer tells approximately ten.  It’s unfortunate that the only basis for not fixing the car is because it doesn’t fall under lemon law criteria.  That is not doing good business.
Regards,
[redacted]

To Whom It May Concern:We found out there was a problem with this vehicle because there was a negative review posted online. (The customer had not called to let us know that there was an issue with her car.)The review was posted by a person who was not involved in the transaction and the review was...

under a different name. It took us sometime to figure out which customer they were talking about. When we reached out to the customer they said that they had not posted the review. The salesman asked who did post there view and could we have that person's phone number? We were given the mother's name. The process is to find out what is wrong:, see what can be done to resolve the issue and get the review changed or removed. The mother was very abusive and hung up on the salesperson. The salesperson persisted in reaching out and was hung up on several times.Our General Sales Manager did offer to tow the vehicle back to the dealership so we could verify the complaints and if something was wrong we would assist. We would not pay to have the car fixed at another shop. We wanted to see the car.In following up on the situation I was told that the customer would not answer her phone and would only answer a text. She was not proactive in communicating with us about getting her issues resolved.There were more negative reviews. I replied " I have been reading all your reviews on social media. I really wish that you wanted to resolve this issue but posting negative reviews seems to be more important to you. Hanging up every time we call is not proactive. If you decide that you would like to talk to someone please don't hesitate to do so. As a matter of fact we wish you would."The mother did call me. I asked her about the reviews. She said that she had no idea who was posting them. I felt she was not being truthful. I did say that we needed to see the car and then we would address the issues once it got here. After I got off the phone I noticed more activity on [redacted] . I called the mother back and said that someone was posting right now. I gave her the name of that person. She said that she did not know who that was. When pressed she finally admitted that it was a relative. At that point I felt that I was not going to be able to resolve the issue and I withdrew any offer of assistance. Finally the owner of the car called. Her mother told her to call me. I told her that I had withdrawn any offer of assistance. She said it was not her fault that the reviews had been posted. I told her that we had spent an enormous amount of resources trying to get this issue resolved and that we were not going to be assisting. She became verbally abusive and ended the conversation.If you.have any questions or concerns please feel free to contact me.:  Edward [redacted],  President The Valley Cadillac Corp

This customer did test drive the 2013 [redacted] with over 77,000 miles that hepurchased on 3/16/18. There was no complaint or any concem that was mentioned atthe time. On 4/3/18 this customer came in with a brake pulsation felt at highwayspeeds. Our Service Department Shop Foreman and the...

Technician that wasassigned did test drive the car and found some vibration, we inspected the car andfound the brakes to be in very good condition at 4.5mm. The vibration could only bediminished by replacing the rotors. This is not a safety issue and therefore we are notpaying to replace them.We do everything that we can to assist our customers in Sales and Service. Our SalesManager had to work very hard to get this customer contract bought by the bankwhich resulted in Valley Cadillac making serious financial concessions in order toallow him to purchase this vehicle.If you have any questions or concerns please feel free to contact me.Regards,Edward [redacted]PresidentThe Valley Cadillac Corp

Mr. [redacted] brought his 2010 Cadillac DTS with 98,509 miles into our service department on1/16/2017, Invoice# [redacted] attached. He had 9 concerns. The car was given to a technician who spentone hour addressing all the concerns and gathered all the pricing. Mr. [redacted] declined all work andwe charged...

him for the technidan's time. Mr. [redacted] was very unhappy about paying the labor todiagnose his 9 concerns. He kept asking if we were really going to charge him.One of the concerns was the map light and garage door opener. It was broken. Mr. [redacted] had tapeda sign on it that said. "broken". When the tech took the tape off to see what was needed for the repair,broken pieces were stuck to the tape. Apart from the obviously broken pieces we found an additionalpart that needed to be replaced. This was included in the estimate. We were unable to reassemble the"broken" pieces.After paying his bill. Mr. [redacted] saw the map light/garage door opener housing and accused thetechnician of hitting the housing with a hammer and intentionally damaging it. (It was broken when itcame in!) He said we made it more broken and felt that we were lying about the additional piece alsobeing broken. He says we broke it.when my service manager told me about Mr. [redacted]'s concerns I looked into myself. I have known[redacted] for 30+ years and I know that he is very frugal. As a goodwill gesture, and to get the issue handledright away, I told my service manager to do the job with no charge for labor. The total cost wasapproximately $245.00 including labor. The parts were about $130.00. [redacted] was thankful for the offerbur declined saying that he wanted to speak with me.I called [redacted] and told him that it was a fair offer. He said as one business owner to another that he feltI had a conspiracy in the service department. Admittedly, I became agitated. I asked him if he felt hehad any responsibility seeing as the car came in with a sign taped on the housing saying broken. Hesaid only for the parts that were already broken, not the one that my mechanic broke.I did a quick calculation in my head. If I pay for the broken part but charge him labor. ... ? Never mind.It was all or none. Sometimes you just have to fire a customer. I did, and I wasn't nice about it either.Mr. [redacted] has disputed the charge on his credit card and we have been charged back the $108.67.If you have any questions or concerns please feel free to contact me.Regards,Edward [redacted] President The Valley Cadillac Corp

We checked the heat twice for Ms. [redacted] and were unable to duplicate the heat problemboth times. The rear deck speakers were crackling. We did replace those speakers at nocharge. The speakers were not under lemon law, However we did replace them as a goodwillgesture for a customer that we wish to...

retain.At one point we were able to experience the heater not working. We were able to reset thesystem by removing power from the controls and then restoring power. The heat workedproperly after the reset. There was no charge for the reset.Ms. [redacted]'s car does now have a cam actuator code. We did tell the customer that additionaldiagnosis was required and that she would be responsible. After finding out what was wrong,we would work from there as far as helping out. Ms. [redacted] declined. She felt that thereshould be no charge to her.The heater and the cam actuator are not covered under lemon law. Ms. [redacted] declined aservice contract when she purchased the car.If you have any questions or concerns please feel free to contact me.Regards,Edward [redacted]PresidentThe Valley Cadillac Corp