Horrible Dealer Experience! Faulkner Cadillac

[GMFAN]

You should tell your insurance carrier, Nationwide, about your experience. They may decide to take the dealership off their recommended list.

I hope the car is right when you pick it up. Let us know. Good Luck.

[Bandit1]

Time to contact the GM regional rep and have him meet with you at the dealership with the car. In addition, contact GM corporate and Cadillac Division customer service. In this age of dealership reductions, you'd be surprised how much attention you will receive. Good luck.

[jmangia223]

Thanks to all for their responses and recommendations. i will let you know how it goes when I pick the vehicle up.

I know firing sounds harsh but there is such a thing as accountability and standards of quality that need to be upheld in service. Someone needs to be responsible, I plan on taking this up with the owner of the dealership and see what kind of response I get before involving GM.

[Maeztro]

Originally Posted by Z71

The problem lies with the shop manager. If he was any good he would be watching what his employee's do and would catch this sort of behavior in the bud. Fire the shop manager, its his job to make sure the customer is treated with respect.

How about talk to the guy first? If he's a repeat offender...yup, let him go..but how the heck can you assume that and demand someones job over a footprint.

How about the proper response being I need to go talk to the manager and see if this thing has happened before and let it be known that I am not happy.

[jmangia223]

Happy to report I picked up the car this morning and the roof was fixed properly after removing the windshield to do the repair and the car was detailed beautifully inside and out. The shop manager apologized to me once again and I thanked him for standing behind the work and doing it right the second time. I will continue to give them my business going forward. Case closed.

[jmangia223]

Originally Posted by Maeztro

How about talk to the guy first? If he's a repeat offender...yup, let him go..but how the heck can you assume that and demand someones job over a footprint.

How about the proper response being I need to go talk to the manager and see if this thing has happened before and let it be known that I am not happy.

I fail to see how this is acceptable for a repair guy to stand not only on the front seats but both rear seats with dirty work boots working in a dirty collision environment even if it was his first time. Dealers put the little courtesy paper mats to protect your floor mats from footprints! I dont think they would find it acceptable for one of their people to be standing on the seats without any sort of protection. Oh and here's an idea, get an F'n step ladder! If it were my business they would be gone. Period. My family ran a successful business for 45 years based on providing excellent cutomer service and respect for the customer. This was a complete insult to me as a customer to say "We don't care about your property or respect the fact that you put your hard earned dollars into purchasing/leasing this vehicle." Not to mention that I was paying them for a repair to be done.

[GMFAN]

Originally Posted by jmangia223

Happy to report I picked up the car this morning and the roof was fixed properly after removing the windshield to do the repair and the car was detailed beautifully inside and out. The shop manager apologized to me once again and I thanked him for standing behind the work and doing it right the second time. I will continue to give them my business going forward. Case closed.

Outstanding! I'm glad to hear everything worked out well. The dealer stepped up to the plate, your car was fixed properly, your happy and the relationship with the dealer hasn't ended.