I live in Austin and just bought an 03 CTS, 5-speed, from a Mazda dealership. I took the car into Covert for 50k service and a number of warranty service issues.
My observations:
- My car was in the shop 3x in December for over 2 weeks.
- A couple service items were done incompletely but they were addressed on the following visits.
- Though most items were covered under warranty, my car interior was scratched by a technician. The Service advisor insisted it was like that when I brought the car in, but when I escalated to the Customer Service Mgr, the trim pieces were replaced.
- The 1st service advisor was a cranky guy who told me things like: "You must not have read the owner's manual" and "you probably did something wrong." I asked him to get me a body shop quote to buff out my car's paint, and 1 month later, after reminding him, he told me that the dealership wasn't interested in quoting.
- On my 3rd visit, I asked for a different service advisor and got much better treatment.
- The Customer Service Mgr and the Service/Parts mgr jumped on my complaints very quickly when I summarized the 1st two visits to them.
- Covert gave me no charge Caddy loaners - I've driven 07 CTS, Escalade and DTS.
- The woman in charge of loaners was also very friendly and helpful.
Though Covert is the only Caddy dealer in town, I think the helpfulness and responsiveness of the managers was a sign that they realize their competition are other luxury makes. My friends tell me glowing stories about the local Lexus and Infiniti dealer service so it was encouraging to have the Covert managers move so quickly to address my issues.
BTW, at the suggestion of other forum members, I asked the parts dept to price match, but they said they couldn't touch any of the online pricing I had found at gmpartsdirect or gmotors.
