DO NOT USE THIS DEALERSHIP, HORRIBLE CUSTOMER SERVICE.
If I could give them less than a zero stars I would.
I own an Cadillac XT4 fully loaded. This past February, on the way home my check engine light came on. I called my local dealership King ORourke in Smithtown. They got me in the next day and kept the car all day and told me it was a glitch and reset the warning light, First failure. Two weeks later the same light went on. Again, I called them and they had us bring it in. They provided a loaner. After keeping it for several days they tell us it needed a new part and they ordered it. Several more days and then a week plus went by with no word from them.
We call and find out parts are delayed due to some of the plants shutting down with the virus. Yes, we understood. At this point we were dealing with Aric as our service consultant. We tell him to please keep us informed. Another week goes by and again we call and finally called us back several hours later. He tells us yes the part came in but because it was a "new engine" they didn’t realize that a companion part was required and again was on order. Second failure.
Another 10 days pass. We call on Tuesday and are told the part is on its way and my car will be ready Friday or first thing Monday. At this point the car has been there over 3 weeks. This sets up failure three. They didn’t make installing that second part a priority putting it in their parking lot for the weekend.
No one called us on the Friday so Monday morning again we have to call. Aric calls us back hours later to tell us that my car was hit in their parking lot over the weekend and had sustained significant damage and had to order a new headlight and would require body work. Third failure. They looked at the video and figured out who did it and it would be taken care of. I was so upset as my beautiful car was now damaged and I cried all day.
At this point we starting dealing of Joe Lafrance the service manager since Aric never bothered to call us so we thought going to the service manager would get us better attention. Unfortunately this has not been the case. We told him every time we spoke to him to keep us informed. We had stressed with him multiple times we wanted to be kept informed even if it was to say there was no additional info. NOT ONCE during this whole debacle did anyone from the dealership have the decency to call and let us know what was going on, we had to call each and every time. Aric and said he would look into getting me a free oil change , nope when I got the car 38% oil life left. He also said he would look into fixing a small dimple in the finish, considering they had to basically fix that sides entire front end would have been a 10 minute job, but nope all false promises with no follow through.
On May 20. I finally got my car back. Yes, we realize that these are unprecedented times but if the car had been fixed correctly the first time. If the correct parts were ordered the second time, then my car would have not been in their parking lot to get hit and damaged. If they had made the car a priority when that second part had finally arrived after 3 weeks it wouldnt have been there for the weekend to get hit. They have acted like they were doing us a favor by fixing my car that was in their parking lot and should have been protected.
Several times we spoke to Joe about compensation for all the stress and inconvenience he said he would work out something. He has had 10+ weeks to work this out so imagine our surprise and upset today when he tells us he would talk to someone. This should have been worked out before we came in.
My beautiful car is no longer new since it has been damaged while under their watch. When we picked it up today he said he would reach out to corporate for compensation but frankly I have been very disappointed with the lack of follow through for ignoring us these past weeks.
The dealership said it was in corporate hands for any compensation but when we talked to corporate today, senior advisor Rafael (no last name given) said it is up to the dealership. We had told Joe Lafrance at time of pickup our request for compensation and he said to write corporate since they had limits on the dealer side. When I repeated it in an email to Joe Lafrance with the same amount we had not only spoke about in person when we picked up the car and email multiple times afterwards. his answer was “ we have cancelled that request from GM and will not be addressing this issue any further” We did not find their low ball paltry offer adequate compensation for all the stress and anguish they caused us by their incompetency which started back on Feb 21, 2020 by their original misdiagnosis of the issue and lasted 10 week.
But GM said it was up to the dealership so again they lied to us.
To add insult to injury we picked up the car in the middle of this pandemic and on all their ads they talk about the sanitizing and cleaning the cars which is complete BS, my car was filthy and had 10 and ½ weeks worth of dust.
STAY AWAY FROM THIS DEALERSHIP