We purchased the 2014 XTS Cadillac Luxury Sedan on September 19, 2014. The car had two open recalls on the brakes and the air bag light was on. We took it to Felix Sabates in Homestead, FL on September 22, 2014 to get these issues resolved. They had to keep the car overnight. We were called to come pick up the car because it was finished on September 23, 2014.
Upon arrival we talked to Angelo, our service technician. He informed us all the recalls had been fixed, but they couldn’t figure out which air bag had the code on it due to numerous codes coming up. He said we would have to reschedule to get that fixed. Lori drove the car back to Key Largo, but had to adjust the seat since it was so far back. When I got into the car to drive it, the seat was all the way back again, and I almost threw my back out when I sat down. When we reprogrammed the seat, we noticed that the back of the seat was coming apart. It was not like that when we dropped the car off at the dealership the previous day. I called the dealership, and they advised me to bring it back in for them to fix it when we had time.
On October 2, 2014, the air conditioner quit blowing cold air. We stopped at the dealership on the way home. I advised Angelo and Max that the air conditioner was only blowing hot air now and that we still needed the seat fixed. This was at 2pm, and we waited around for the car to be done. Max advised us that the a/c was an electrical problem that would take a while so he got us a rental vehicle through Enterprise, which they would pay for.
On October 6, 2014 Max called and left a message. I called him back on October 7, 2014. Max stated it was not an electrical problem, but a freon leak problem. He also stated that it would be a minimum of 3 days for parts to arrive.
On October 31, 2014, we returned from cruise and called Bradley, which he said the car would be done. He said car isn’t done yet that they had to buy a new machine to find the freon leak.
On November 4, 2014 at 3:30 p.m., we went to dealership to see car and get some personal items out of it. Christian took me to see my car, and I was so disappointed seeing how they were taking care of my new car. I showed Christian that I have been documenting this whole terrible experience. The car seats weren’t covered, and the large dash parts were laying on my leather backseat. There wasn’t a blanket or cardboard or anything on the seats to protect them from the car parts. Small parts like screws, clips, etc., were scattered everywhere on the floorboard not in any kind of orderly fashion. Christian witnessed me record with my phone these conditions. He said he had the best technician on the job. The sunpass that was on the dash window wasn’t there. I asked technician where it was. He went through car and found it on back seat under the car parts. I told technician in nice way that I was shocked on how he just piled up these parts on seat with no protection. I stated that if I did that my customers would be extremely upset. He then asked if I was a mechanic, and I said yes. He asked why it was my business about this situation, and I stated that I was the owner of this car. I am worried now that my car will not be put back together correctly, and that I will have additional problems because of this.
Christian said that he talked to General Motors and they would pay one or hopefully two of my payments on my car. He also stated it would be fully detailed inside and outside by a professional detailer. He said he would put me in a Cadillac rental for the rest of the duration, but he couldn’t attain one for me
On Nov. 19, went to Cadillac today Found out service manager. Christian no longer is working there. Sat down with new Rosa who has just been promoted within. She was apologetic & stated we were handling this better than she would have. There was also Bradley in the meeting and once she asked me what I would like from them to make me feel better because without their customers they wouldn’t exist. I said first, how is my car. She turned to Bradley, he said everything is done with the exception of the air bag situation from the accident. She then said how about this I will take care of air bag situation. Will that be acceptable I said if they also could do the second month payment also, she said she will go to bat for me on that and I said I actually would be ok with the air bag repair & just pro rate the total time the car has been here would work for me she turned to Bradley & asked how long I replied since Oct.02 She said she would try and when they receive xx, within 2 day’s we will rec. xx.
Rosa called me and said Cadillac won’t go for second payment I asked how about pro-rating. She said she will call them back first thing tomorrow.
Then Rosa stated she will not take care of the air bag situation either. I said now you are reneging on fixing the air bag. She said the expense is $ 2000.00, and she can’t absorb that. I said she is just like all the other experiences I have been through, now reneging on a promise in front of 4 other people. Rosa said she would give me a discount $ for airbag repair I said no you told me you would take care of it.
Rosa ended the phone call by saying she will do something and call me tomorrow.
Rosa called me back, and said they will not do anything else for us. She also stated that I better come get my car by tomorrow evening.
Mr. Felix Sabates, you may want to be proactive & alert your leadership team that the alarming facts of this case including the very well documented unprofessionalism & dishonesty of this business will be communicated throughout this small town and the Keys. This incredibly negative experience has motivated me to make certain that everyone is aware and forewarned not to do business at this dishonest establishment.