THIS IS A LONG REVIEW BUT I ENCOURAGE ALL CERTIFIED PRE-OWNED CUSTOMERS OR POTENTIAL CUSTOMERS TO READ IT. IT COULD SAVE YOU FROM A NIGHTMARE EXPERIENCE!!!
I am writing this review because I could not be any more dissatisfied with the quality of the vehicle and the level of service I have received regarding my “Certified Pre-Owned” 2011 GMC Yukon Denali XL. This was the second car that we have bought through Williamson, and you were on track to have a family of lifelong customers. However, I don’t plan to ever set foot in your dealership again, and will strongly urge my friends and family to do the same, as a result of what has happened.
To start with, we bought a 2011 GMC Yukon XL from you earlier this year. We wanted to buy it from you because I had a lease on a 2012 Buick Lacrosse already through your dealership and we were very pleased with the service, professionalism, and overall quality of the treatment that we had received. There were many, many dealers that had used GMC Yukon’s within the age and mileage range we wanted, but we chose you. I could not regret this decision any more now.
Just so I am clear, our salesman, Al Ammons, and all of the people in finance that we dealt with in purchasing the car were great. They helped us get the car we wanted and get out of the lease on my Buick, which had some time remaining on it.
The issues with the car, however, started almost immediately upon taking it home. The first time my wife went to drive it, on the second day we had the vehicle, she could not get the power seat to work. It would not go up or down at all. This issue was fine for me, because the height was appropriate for the way I sit when I drive, but for her it made the car practically unusable. We had to leave for a family vacation that week, so I wasn’t able to deal with the issue at that time.
On our way to our vacation, mind you, four days after receiving the car, we noticed that the dashboard was shaking more than it should. Upon inspection, my wife realized that there were two cracks in the dash. They were both small, one on the driver side and one on the passenger side. They made it so that the middle of the dash was unsecured and shook. These cracks were in no way, shape, or form caused by anything we had done since receiving the car. My wife and I are both prepared to testify under oath or via affidavit that these issues were there from the beginning of our ownership if the veracity of this story is an issue. I only mention this fact because our service representative seemed to express skepticism about it, which I will get to soon.
There are only two possibilities for what happened with the car, and neither speaks well of your company’s performance. The first is that the cracks were known about by the staff, and they sold me the car without divulging that information to me. This would be a material breach of any sales contract. You have a duty to inform the customer of any known deficiency or material defect not previously disclosed. Knowing Al, and going by what he has told me in subsequent conversations, I do not believe this possibility to be true.
The second possibility is actually worse in a sense, to me at least. That is the realization that this car had two issues, the seat and the dash, that were allowed to pass the supposedly “rigorous” certification to make the car a “certified pre-owned vehicle”. Since I believe this possibility to be the likely one, how can I trust anything about this pre-owned certification? What else was missed? I am buying this car for life, not leasing it. How I am to believe that any future problems that arise weren’t already an issue with the vehicle when it was sold to me? I have no reason whatsoever to trust the “certification”.
I did receive a phone call approximately two weeks after I bought the vehicle asking me if I was satisfied with it so far. I raised my concerns about the dash and the seat to whomever it was (unfortunately I did not write the representative’s name down) and was told that I would get a call to schedule an appointment to deal with these problems. I was busy traveling and didn’t have a chance to follow up in the month that followed, but I never received any such phone call.
Fast forward to last week, when ANOTHER problem with the car came up. This one was a safety and security hazard and thus gave me no choice but to deal with it immediately. My wife and I were putting our child in the backseat of the car, when she closed the passenger side front door. As the door closed, we heard a loud pop and crash. The rear passenger-side window had blown out simply from the pressure of the door closing. I cannot help but feel like this weakened window was yet another issue that was either undisclosed to us at the time of sale or was unnoticed at inspection. I have never in my life heard of a window blowing out from a door closing. It is unacceptable and seriously makes me doubt the quality of the vehicle we are now financially tied to for quite a long time.
When I brought the vehicle in and discussed the various problems with the service manager at the time, Rolando Pardo, he told me that windows are not covered under any circumstances after 7,000 miles but that the other two items were covered. I explained that the window broke from a simple door closing, and he repeated that glass just couldn't be covered. At that point, I agreed to meet him in the middle and pay for the window and have the other two issues fixed per the terms of my certified pre-owned warranty. He sent me to Mario Rangel, the service representative, to arrange getting the items fixed. My usual rep, Mike Sutherland was not there that week. Mario was fine upon checking the car in, although I have to say that is the last time I can say anything about his service was fine.
I received a call a few days later from Mario telling me that he was having an issue because the dashboard wasn’t covered. I told him that the service manager told me it was, and he acted like that didn’t mean anything at all. He said it wasn’t and that he couldn’t do anything. His repeated comment to me, one that I would learn was his favorite saying, was “Who’s gonna to pay for it”? I explained, in detail, the entire situation and what had transpired. He said he would speak to the service manager and let me know what was going to happen.
I received no call the next day whatsoever. This was on Wednesday, September 3rd. I took the initiative and called him myself on Thursday, September 4th and left a message. I never heard back. I called again on Friday, September 5th, and was told by Mario that he was waiting for my authorization to fix the seat. Why did he need my authorization to fix something that was covered when I clearly wanted it fixed!? When I turned the car in, the seat was one of the items on the list. Why did he need my authorization if he already went over the service details with me the day I submitted the car?
If he really needed my authorization, why wasn’t I called back on Wednesday afternoon, on Thursday all day, or on Friday? He told me that it was too late in the day on Friday to get the job done and that it would be ready today, Monday, September 8th. Because of Mario’s lack of follow through and failure to call me back on either Thursday or Friday, I was out of my car for yet another weekend, and your company is stuck footing the bill for a rental car for three extra days.
On Wednesday, September 3rd I also called Al Ammons to discuss everything Mario had told me about not being able to fix the dashboard. He was unfortunately in the hospital with his wife, but he nevertheless took time to call me back and told me he would look into the matter. I spoke to him today, Monday, September 8th and he told me that he will be contacting a factory representative from GMC to figure out how the dash passed inspection when it was clearly broken. Al has been a help and a true representative of what I believed your company was about.
I informed Mario of what Al and told me, believing that I would need to keep the rental car there so it could be seen by the factory rep., and his response once again was “Who’s gonna to pay for it”. I had no idea how that process would work. I have never been in this situation before. Mario never once told me that he would discuss it with Al and let me know what to do. He didn’t say to take the car and we would deal with it later. Al had to call me to tell me what was going to happen, and he implored me to return the rental. Had I understood the process I would never have objected.
I don’t know who is “gonna have to pay for it”, nor should I have to know! It is called CUSTOMER SERVICE not make the customer arrange everything themselves. I have a few ideas about who should pay for it like: GMC, Williamson Cadillac, the factory rep., or whoever else was involved in certifying and selling a car that clearly had some issues which were undisclosed to me and my wife, the buyers.
The point is, could there have been a ruder question or way to deal with it from Mario? He should have tried to figure it out and helped me come up with solutions, instead of essentially accusing me of trying to get free work. His tone and repetition of “Who’s gonna pay for it” made clear his feelings about us. If he is so disdainful and unwilling to help a customer, why would I want to give any business to your corporation? We would never try to cheat someone over something that was done by me, and resent the implication that we would.
In conclusion, I can finally answer Mario’s favorite question: Williamson Cadillac “is going to pay for it”. I was a sure thing, a guaranteed customer who had already bought two cars and was going to buy every car I purchased from now on through you. Now, I clearly am not. I have three children, two of whom are rapidly approaching driving age, who will certainly be driving a car from another dealership. You are going to pay for it, because of Mario’s poor service and treatment over a $900 dash which was broken from the inception of our ownership. You are going to pay with the thousands of dollars of future sales that are now lost. What you have gained though is the worst word-of-mouth advertising you can possibly imagine. I will not hesitate to share my horror story with everyone I know who ever has future plans to deal with your company. My wife has already posted our displeasure on Facebook and now I am posting this review in every forum I can possibly find. I hope no one else has to go through such a poor experience.
I am so angry and appalled at the way I was treated. I have no faith in the car I was planning to love for the next 7-10 years. I have no faith in the supposed “certification” that the car was given. I have no faith that any future problems will be resolved in an open and honest manner, without my being insulted and needing to do all of the customer service for myself. In total, I have no faith anymore in your company or your parent corporation, GMC. I plan to send a copy of this to their corporate headquarters too so that they know exactly what kind of representation they have here in Miami. Thank you for opening my eyes before I bought any future vehicle from you.
(and Alina Page-del Valle, my wife)
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