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Irritating First Service Experience

1471 Views 8 Replies 6 Participants Last post by  Kingoftypos
I made an appointment 6 days in advance to get a recall (minor sunroof) issue resolved with my 15 ATS Coupe.

I arrive at my drop off time (9:30am) and end up having to wait close to 45 minutes for them to finally do my paperwork at get me out the door.

The job was suppose to take 3 hours, and they said they would call when it was done, they never call me, when I try to call them it goes straight to voice mail so I go down to the dealership at 5pm to get my car and it is still parked in the same spot as it was when I dropped it off.

I go inside and they say, ya sorry we didn't get it finished, need you to bring it back tomorrow. I said no, I need a loaner, which they were hesitant about but did end up providing.

Its not easy to find some one to give you a ride to and from a dealership in the middle of the week, most people have JOBS. Thats why I made an appointment 6 days in advance.

For them to make the appointment, when I even asked them to pick the day, then not even look at my car is totally irritating.

The part that I find the most annoying is if they had just called me and said look we got swamped and didnt get to your car can you leave it over night. I would of been fine with it, stuff happens.

Instead they just blow me off and act like its no big deal for me to be put out and have to just come back.

The dealership is a good 35 minutes from my house, between the drive time and standing around waiting to be helped, I wasted over 3 hours of my day with no apology and them acting like they are doing me a favor when I am bringing my car in for a recall issue.

Not really that Cadillac treatment that I thought I was paying for.
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So I get a call tonight at 5:30 saying my car is ready for pick up. I get down there and they tell me the part is on order and they will let me know when it comes in.

ARE YOU KIDDING ME!!! Why didnt they order the part when they took the appointment to do the recall work? I have wasted 4 hours of my time and now I have to bring my car back in when the part arrives.

I expect a Cadillac service department to be more professional then this.
This dealership is just awful. I never brought my car back in for the recall, just didnt want to deal with it.

I did call up last week and schedule to have my first oil change. I arrived a few minutes before my 1pm appointment. They asked if I wanted to have them do the recall at this point, stating it would take about 30 additional minutes. I said sure why not.

I go into the waiting room to get some work done on my laptop. 1 hour and 45 minutes later, I decide to check to on the status of my car. As I turn the corner, I see it sitting there and think great it's done. NOPE, 1 hour and 45 minutes later and my car is still sitting there waiting on them to begin doing the oil change.

I ask the guy what is up, and he says I am next. I go back to the waiting room and sit there for another hour. I am sorry but this is just ridiculous, I am so irritated that I will never buy a car from them again and it leaves a terrible taste in my mouth for Cadillac in general. I've had a ton of oil changes done by dealerships the last few years and never had it take over an hour, let alone almost 3. Heck, the Chevy dealership on my Camaro, I didnt even have to call ahead and they got it done in 45 minutes every time.

Maybe it is my, but if my main competition was Lexus, BMW, Mercedes and Audi I would up my game when trying to change my brand's reputation.
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I actually sent an email to their customer service manager regarding the bad service I have gotten. It has been about 5 days and still haven't received a response.

I only brought the car to the dealership for an oil change because it is free for the few years of owning the car. I dont mind waiting 60 to 90 minutes, I bring a laptop and do some coding so its not a huge deal. But almost 3 hours is nuts, especially when the car didnt move for an hour and 45 minutes of it.

There is another Caddy dealership a few minutes further away from me in the other direction, I am going to give them a try next time.
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