Horrible Dealer Experience! Faulkner Cadillac

[jmangia223]

My Cadilac CTS 2008 was hit by a large rock while driving to work it hit the top of the windshield and left a large crack and bullseye and dented the edge of the roof panel. I took it to Faulkner Cadillac in Trevose, PA at the recommendation of my insurance carrier Nationwide. They had the car for two days and when I went to pick it up the roof was not right, they moved the crease from one location to another and used body filler causing the line of the roof to be uneven. I asked them to keep the car and do it right which they agreed. The next day they call me and I go look at the roof and while not perfect it was better than before and they said to do it right required them to take the windshield out as I had the windshield replaced first by Safelite auto glass because of the large crack. There was overspray on the sunroof which the dealer noticed and removed before I left, but when I got the car home I noticed a large footprint on my front passenger seat! The body shop guy was standing on my seat to make the repair! I immediately called and the dealer apologized and asked me to bring the car back and they would do a complete interior detail. I agreed but could not bring it back right away. Over the next week I notice footprints on both sides of the rear seats! Now Im pissed! What kind of dealer treats a customer's car like that! Im not even upset that they didnt clean it but the fact that they did it in the first place. So I dropped the car with the dealer this week while I am on vacation and I show him the other footprints and tell him how pissed I am, he says he was considering firing the guy but reprimanded him instead! After seeing the footprints I said you should fire him, there is absolutley no excuse for something like this ever! I also told him that I considered the repair not right and now I know why because of the sloppy approach his body guy took in handling my car and that I wanted it done right and to take the windshield out and I want it perfect. I am picking the car up next week when I get back and it better be right or I am going to go apeshit on these guys. Does anyone take pride in doing a job right anymore?

[Toronto_CTS]

Hey, I totally see where you are coming from. I had a similar experience and the dealer didn't take ownership of the mess that was left behind after my GPS antenna was replaced. It's really sad when you spend so much money on a car and then take the best possible care of it only to have some grease monkey put his hand and foot prints all over your car. Hey at least the dealer is detailing your vehicle, mine didn't even offer to clean it. Anyway I hope you get it back in good condition. Let us know.

Cheers.

[WNBAMiamiSol]

Reminds me of my experience at a Chevy dealer in NJ. Had gotten a brand new Corvette 3 days earlier and the targa top had a leak. Dealership said "no problem, we'll take care of it." Went to pick the repaired car up and weather stripping was sticking up from the targa top AND.... <gasp> they had dragged a water hose across the hood of the car to "water test the seal." The service manager handed me the keys as if nothing was wrong and could have cared less if the new car was a Chevette or Corvette, and said, "I am sure you can buff those marks out."

[exm22psu]

Unfortunately, these things are all too common. I won't even begin to tell you the problems I had getting the last car repaired after an accident at a Cadillac body shop. I had to watch every step and bring it back at least four times.

[jmangia223]

What these guys fail to realize is that every step in the process of owning one of their vehicles is either an opportunity to build or destroy loyalty with a customer. Maybe they wouldn't have to go bankrupt if they hadn't lost so much market share. Building great cars is one thing, servicing them right is another...The new GM doesn't stand a chance if they don't ingrain this in every employee.

[RustedElvis]

Too bad that happened to you. Don't know if I would fire someone over footprints on your seats. Like we need more unemployed people.

[cts2008lover]

Made/Work in USA

Nowdays?

Back to the future...

[Lord Cadillac]

Originally Posted by jmangia223

My Cadilac CTS 2008 was hit by a large rock while driving to work it hit the top of the windshield and left a large crack and bullseye and dented the edge of the roof panel. I took it to Faulkner Cadillac in Trevose, PA at the recommendation of my insurance carrier Nationwide. They had the car for two days and when I went to pick it up the roof was not right, they moved the crease from one location to another and used body filler causing the line of the roof to be uneven. I asked them to keep the car and do it right which they agreed. The next day they call me and I go look at the roof and while not perfect it was better than before and they said to do it right required them to take the windshield out as I had the windshield replaced first by Safelite auto glass because of the large crack. There was overspray on the sunroof which the dealer noticed and removed before I left, but when I got the car home I noticed a large footprint on my front passenger seat! The body shop guy was standing on my seat to make the repair! I immediately called and the dealer apologized and asked me to bring the car back and they would do a complete interior detail. I agreed but could not bring it back right away. Over the next week I notice footprints on both sides of the rear seats! Now Im pissed! What kind of dealer treats a customer's car like that! Im not even upset that they didnt clean it but the fact that they did it in the first place. So I dropped the car with the dealer this week while I am on vacation and I show him the other footprints and tell him how pissed I am, he says he was considering firing the guy but reprimanded him instead! After seeing the footprints I said you should fire him, there is absolutley no excuse for something like this ever! I also told him that I considered the repair not right and now I know why because of the sloppy approach his body guy took in handling my car and that I wanted it done right and to take the windshield out and I want it perfect. I am picking the car up next week when I get back and it better be right or I am going to go apeshit on these guys. Does anyone take pride in doing a job right anymore?

Post about it HERE.

[ILLMATIK]

No dealer can be worse than City Cadillac in Long Island City, NY. They are the worse of the worst, bottom of the barrell, pure scum, etc. They try to weasel out of repairs they should do or try to charge you for the ones they "work" on. I live 5 minutes from this toilet of a Dealership but take an hour long drive into long island (North Bay Caddy) when i do need service.

Sorry but whenever someone has a bad dealership story i have to throw this in. I hate em'.

[Toronto_CTS]

That's too funny. My experience was with City Pontiac Buick Cadillac in Toronto. Seems like having the word City in the dealership name means keep away if you need repairs...still love the car though!

[Maeztro]

Wow...fire someone over footprints? I'd be pissed, but in this job market you want that guy to go home to his wife and kids without a job because of footprints?

Try putting things in perspective.

[WNBAMiamiSol]

Originally Posted by jmangia223

What these guys fail to realize is that every step in the process of owning one of their vehicles is either an opportunity to build or destroy loyalty with a customer. Maybe they wouldn't have to go bankrupt if they hadn't lost so much market share. Building great cars is one thing, servicing them right is another...The new GM doesn't stand a chance if they don't ingrain this in every employee.

Yep. Totally correct. That was my 4th and LAST Corvette. As a matter of fact, my '08 CTS is the first time I returned to a GM product since 1987. My main complaint with GM was the service department treatment.

At the same time, one of the reasons I returned to GM was because I was fed up with the service department at the Porsche dealership in Coral Gables!

You are totally correct that these guys in the service department can make or break a sale!

[z06bigbird]

Question: Why don't you request "the best" mechanic the shop has--for this type of job? This info is available to customers who ask.

[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.

[C "T" ess]

No quality control. I blame the dealership if no one is responsible for making sure a repair is done correctly and that it is presentable.