I have not visited forum in a while since my car for the most part has been running very well. Today, I just need to vent since I am furious at Tustin Cadillac service. I am looking for suggestions for a dealership in Orange County, CA that still understands that a service department should provide good service.
I just picked up my car from Tustin Cadillac today and they cannot seem to get it right. This experience began almost five months ago. I had a few warranty issues (which I let accumulate so I could make only one visit). The main issue was the stabilitrak would engage for no reason, the check engine light kept coming on, and the car would leak oil. The other issues were mostly cosmetic (the upholstery on the visor was splitting from the homelink, the buttons on the memory seat was peeling).
The stabilitrak issue would give error codes but they could never find the issue. The oil leak took three tries before they acknowledged the car was leaking oil and tried to resolve it (like I had nothing better to do than to fabricate problems). The cosmetic issues were special orders so they ended up keeping the car for a week to address all of my issues. The worse part about it…none of the issues were resolved after a week of service. When I picked up the car, the check engine light was still on. To make matters even worse, I ended up being charged a week for the rental car (over $700 for the week). It took Tustin Cadillac three months to correct this mistake (their reason was because they had to get the authorization from GM since the rental was a result of warranty issues).
I took it in a second time but it turned out the parts were sent back after a week (which they stated was their policy). I mentioned my volume issue when toggling from XM, FM and the RSE and the constant shuffling of the CD changer (a well documented issue in this forum). They first tried to tell me this was normal and that I should only use my front DVD player to watch DVDs in the back (what a crock…they were better off telling me they were unfamiliar with the issue rather than making up that BS). Then I told them to look up past bulletins which addresses the problem. They ended up calling me to schedule another appointment since they ordered a new radio for me. Oh did I mention when they were fiddling around with my GPS, they lost my navigation DVD? I escalated this issue to the service manager who promised me a replacement, but to this day I am still driving without it.
Third visit for the same issues, they replaced the GPS/CD changer unit. They still could not fix my other cosmetic issues since they still did not have the special order parts. When I picked up the car this time, they told me they could not tune into any FM stations on the new unit so they put the old one back in.
Forth visit was today…for the same issues that began five months ago. They replaced the GPS unit and the memory switch. The homelink visor turned out to be the wrong color so they have to order it again. Which means another visit. As I am resetting all of my radio stations tonight (something that Tustin Cadillac needs to take notes from Lexus dealers who set everything the way it was when it came in), I noticed that the black plastic on the GPS unit was peeling. Upon closer inspection the GPS unit is badly scratched in multiple places. I suspect that this is not a refurbished unit but one that was sitting in their part department. Yes, a fifth visit!
The amusing part of this was the Tustin Cadillac service rep that called me after each visit and the numerous mailings from Tustin Cadillac wanting an “Excellent” and “Very Satisfied” survey feedback. Are they kidding me? After my third visit, I told the Service manager to stop the calls and mailings.
Some might say I am a glutton for punishment. Why would I keep going back there? I tried to be patient and went to them out of sheer convenience from my house. However, today was the end of the line. At this point I cannot overlook their incompetence and now I need to seek another dealer. My frustration is that now I have to go out of my way to another dealer. Tustin Cadillac is located in the perfect location but their service is beyond HORRIBLE!
Thank you for those who read my banter and sympathize with me.
I just picked up my car from Tustin Cadillac today and they cannot seem to get it right. This experience began almost five months ago. I had a few warranty issues (which I let accumulate so I could make only one visit). The main issue was the stabilitrak would engage for no reason, the check engine light kept coming on, and the car would leak oil. The other issues were mostly cosmetic (the upholstery on the visor was splitting from the homelink, the buttons on the memory seat was peeling).
The stabilitrak issue would give error codes but they could never find the issue. The oil leak took three tries before they acknowledged the car was leaking oil and tried to resolve it (like I had nothing better to do than to fabricate problems). The cosmetic issues were special orders so they ended up keeping the car for a week to address all of my issues. The worse part about it…none of the issues were resolved after a week of service. When I picked up the car, the check engine light was still on. To make matters even worse, I ended up being charged a week for the rental car (over $700 for the week). It took Tustin Cadillac three months to correct this mistake (their reason was because they had to get the authorization from GM since the rental was a result of warranty issues).
I took it in a second time but it turned out the parts were sent back after a week (which they stated was their policy). I mentioned my volume issue when toggling from XM, FM and the RSE and the constant shuffling of the CD changer (a well documented issue in this forum). They first tried to tell me this was normal and that I should only use my front DVD player to watch DVDs in the back (what a crock…they were better off telling me they were unfamiliar with the issue rather than making up that BS). Then I told them to look up past bulletins which addresses the problem. They ended up calling me to schedule another appointment since they ordered a new radio for me. Oh did I mention when they were fiddling around with my GPS, they lost my navigation DVD? I escalated this issue to the service manager who promised me a replacement, but to this day I am still driving without it.
Third visit for the same issues, they replaced the GPS/CD changer unit. They still could not fix my other cosmetic issues since they still did not have the special order parts. When I picked up the car this time, they told me they could not tune into any FM stations on the new unit so they put the old one back in.
Forth visit was today…for the same issues that began five months ago. They replaced the GPS unit and the memory switch. The homelink visor turned out to be the wrong color so they have to order it again. Which means another visit. As I am resetting all of my radio stations tonight (something that Tustin Cadillac needs to take notes from Lexus dealers who set everything the way it was when it came in), I noticed that the black plastic on the GPS unit was peeling. Upon closer inspection the GPS unit is badly scratched in multiple places. I suspect that this is not a refurbished unit but one that was sitting in their part department. Yes, a fifth visit!
The amusing part of this was the Tustin Cadillac service rep that called me after each visit and the numerous mailings from Tustin Cadillac wanting an “Excellent” and “Very Satisfied” survey feedback. Are they kidding me? After my third visit, I told the Service manager to stop the calls and mailings.
Some might say I am a glutton for punishment. Why would I keep going back there? I tried to be patient and went to them out of sheer convenience from my house. However, today was the end of the line. At this point I cannot overlook their incompetence and now I need to seek another dealer. My frustration is that now I have to go out of my way to another dealer. Tustin Cadillac is located in the perfect location but their service is beyond HORRIBLE!
Thank you for those who read my banter and sympathize with me.