Massey Cadillac of Orlando

To clarify right away, I'm not giving Massey bad scores out of spite, or because they didn't give me a free car wash. But rather after carefully evaluating every visit I had there bringing my Saab 9-3, I, out of spite, or because they didn't give me a free car wash. But rather after carefully evaluating every visit I had there bringing my Saab 9-3, I, in good nature simply cannot give them higher score. I honestly do not have any gripe with sales people nor with Cadillac service department. But I have left around $1800 in repair over last 8 months there for my Saab 9-3. So let's begin with easy stuff. When it comes to price, I don't think they charge more than any other dealer, but I have to give it a 2, because just like any dealer, - they are expensive. But you are willing to pay for better quality work right? Well, maybe your money is better spent elsewhere. Right off the bat, you will be dealing with Richard if you bring Saab for service. Richard acts very important and busy. Clearly not listening most of what you are telling him, and cutting you off in a mid sentence. Along with tech guy whom I had "pleasure" dealing with, (whose name I forgot, which may have been also rich or rick), these two clearly address you as if you at best have no idea of what cars are and as if you have mental deficiencies at worst. Rushing to make judgment on what's wrong with a car and putting practically no effort in repairing anything. Or at least anything RIGHT. I brought my car about 8 months ago because I noticed a clicking noise while turning, as if metal was snapping onto something. Right off the bat they said it was bearings and replaced them. Well, that changed nothing. When I brought it back, they said that that maybe CV joints. At a time I was looking for a dealer who can turn off my day light running lamps. Poking in the dark, I called Saab of Vero beach where they said could turn lights off for me. Since I was driving to Vero anyway, I decided to have guys there to look at clicking noise. Well, what do you know, Chad was probably the friendliest service adviser you ever meet, and the saab tech was a guy who worked on Saabs for 18 years immediately said that problem was neither bearings nor cv joints but simply backing plates bolt holes being too small and in need to be extended. They charged me $146 to get the whole thing done. While Massey pocking in the dark wanted me to cash out another $900 for a repair I didn't need. Lately I started noticing that my car was making scraping sound going over the speed bumps. And it seems to do something with temperature outside as to how loud it is. Taking it to Massey, was a huge mistake again, but sadly Saab of Tampa or Saab of Vero Beach are really far away to drive on a work day. So Massey oiled bushings and the noise is still there. I took it to them again today, not expecting much of richard, I was hoping I could have a chat with a technician while we are going over speed bumps about the problem. Well, tech ended up being even more obnoxious than Richard, treating me as if anything he says, even if it's just a guess as automatic truth. Making claims that its probably bottom of my car scraping, and completely ignoring me saying that I go over same bumps, same speed, but temperature is what seems to be affecting the loudness. He outright refused to go anywhere to test the car on bumps that aren't actually 3" tall, like ones they have there, claiming he is busy, even though I had an appointment. Which makes me believe that he never actually tested it on real bumps in a first place either. I don't think I've dealt with such obnoxious people with inflated sense of self worth in a long time when it comes to customer service. The whole conversation appeared that I'm not even worth his time, and I must be stupid because clearly the car is "just scraping over the bump". But he did manage to sneak in a "what you got trapped in own car?" joke while I was unlocking the door. Do you want to trust people like that with your saab? I sure don't. I wanted to give Massey another shot after first MAJOR experience (I don't count maintenance I did there) and out of sheer convenience, but got burned again. I surely will never set foot there again with an exception when I come to claim my $320 they just charged me for another repair that wasn't needed. P.S I also had other problems with them, on a smaller scale. Massey replaced my AC panel. When I took it to Saab of tampa for XM sattelite radio installation, tech there said that they forced the panel in and dropped the screw inside behind, and didn't even bother to put the other one in, and just put the side plastic on. "who did the ac panel?" - him "Massey in orlando" - me "ah, makes sense then." - him "why?" - me "... , we have lots of people come here from orlando because they can't stand massey. They butcher the cars there." - him So, take it for what it's worth guys. But what I told you ALL really happened, and I don't know what else I can say to convince you not to do SERIOUS repairs at Massey. You probably will be ok with Oil changes, but to be honest More

My how things have changed with the Saab service department at Massey in Orlando. In the past Guy did a great job of making sure the customers were *happy* when they arrived and when they left, free department at Massey in Orlando. In the past Guy did a great job of making sure the customers were *happy* when they arrived and when they left, free rentals or loaners to do errands while the warranty work was being done and or a meal ticket to get a snack in house on the house! Last week I made an appointment to bring my 9-3 in for service, all warranty related items. This week I drove over (1.5hrs each way) for my scheduled appointment at 7:30am only to find I apparently did not make the appointment with the correct person and they were "booked solid for the day" and I would have to return next week. Warning if you make an appointment for service, first off call the day prior and confirm you actually do have an appointment. Secondly, talk only to the person who is "authorized to schedule Saab service". The new service writer, Richard was far from accommodating and continued to give reasons why they could not even look at the Saab to even order parts to install at a later date (most anything always seems to need to be ordered). "We only have 2 Saab Techs" If so, hire and train more. "There are 10 cars we need to finish up from yesterday" Why should that negatively impact todays appointments unless you call prior and reschedule? "We have over 30 cars scheduled today" If so, better call them and reschedule! I understand warranty work for a dealer does not pay well and often at times it is minor cosmetic issues. However, as a dealer who is supposed to SELL and SERVICE the vehicles why would you put yourself in such a position to not adequately service with excellence each and every vehicle each and every time? I understand why people have stopped buying new Saabs. I cant wait to get out of warranty so I can have my indy Saab repair guy take care of me. Its tempting to just have him do the work and pay out of pocket for the work. Sad day to drive a new Saab! More

Great sales team. Gave me the best price right off the bat. More