My mother, who will be 83 years old next month, has been trusting Penske Cadillac (formerly known as Ronald Moran Cadillac) for 15+ years. Over this time, her & her husband (who is now deceased), have purchased MANY Cadillacs from Penske and chose their service department as well, EXCLUSIVELY.
Now that my mother is a recent widow and going on 83, I started keeping a closer watch on things and unfortunately, I have Penske to thank for that... In February of this year, she brought her 2007 XLR (yes, she's elderly but quite sporty) in for some regular maintenance: oil change, complete fuel system service, transmission service, 4-wheel alignment, power steering fluid, brake fluid, rear diff service, A/C evap core service & replaced cabin air filter. Since then, I have taken ownership of this car & live out of state. I took the car to a very trusting & reputable Master XLR Tech last month to have some work done on the top (its a convertible) and established a trusting relationship with him. I had him go over the receipt my mother had from Penske in February, to see if there was anything further that needed to be done. He thoroughly checked over the car and brought 2 very disappointing items to my attention. Everything was done to the car the receipt had stated, with the exception of the service on the fuel system. So right there, my mother was cheated out of $279.35. The brake fluid exchange was questionable ($171.00)..
and here's the KICKER ... the most simple & less than a 5 minute process: They replaced her passenger side cabin air filter. The filter itself was $40.02. Not only did they CHARGE her to put it in, but they charged her 1 full hour of labor ($139.95) to do so! The other two issues are very serious to me for sure, but this filter? If the filter was the only issue, I would still be just as furious!
Penske has lost a valued customer over this! THEY INDEED, HAVE TAKEN ADVANTAGE OF AN ELDERLY WOMAN! Don't send your mother, sister, daughter or wife there, EVER! In fact, no one should trust them!
Mike Palmer was the service writer and should have written off the labor charge, or AT THE LEAST, just charged her for 15 minutes of labor!
I left a detailed voice message for the service manager, Dave Driscoll and no returned call has been made.
UPDATE: By the way, go to the Better Business Bureau's website and look Penske up! They aren't accredited with the BBB and they have an **F** rating!
Factors that lowered Penske Cadillac Hummer's rating include:
* Failure to respond to 5 complaints filed against business.
* BBB does not have a clear understanding of this business.
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Mike Palmer - Service Writer