Plaza Cadillac

Plaza Cadillac responded

Thank you for taking the time to complete the survey. We take all concerns seriously and give them our full attention to ensure they are properly addressed. I have reviewed the timeline and notes on the repair orders. When you initially brought your vehicle in, there was a warning message indicating a faulty sensor in the bumper. At that time, you provided information regarding an extended warranty; however, we were unable to verify coverage because the warranty was not purchased through our facility. After diagnosing the issue, we provided you with an estimate for the repair. You later contacted our service department with the extended warranty information, at which point we reached out to the warranty provider for approval. Once approved, the required parts were ordered and sent to the body shop for paint matching. The parts were installed in early December. Following installation, the sensor operated correctly, and no warning messages were present. This sensor does not require any programming or calibration, and its operation remains consistent with how it functions across all applicable model years. You later returned for a follow-up inspection, during which multiple team members reviewed the system with you and confirmed that it is operating as designed. If you feel that the information provided does not address your concerns, we support your decision to seek a second opinion from another facility to confirm our findings. Please let us know if there is anything further, we can assist you with. Thank you.

mecksl1 responded

As originally stated, I brought my car in on 10/22, it was checked and determined that a sensor had to be replaced. I was told that the part would be ordered and then a repair appointment would be set up. I went home and found the number for my extended warranty and called back the following Monday and provided the policy information and the phone number. I was told that you would contact them and see what coverage I had and call me back. I went our of state for a wedding and never got as return call. I called on 11/19 - twice, 11/25 – three times and 12/3 twice. No one in service ever answered and I never got a return call. I was told at one time, when I actually spoke with you, that you were having a hard time talking to my warranty company because they had changed hands, however I had no problem speaking to them when I called them on the same number I gave you. I was also told, I think by Bethany, that the part was in and had to be painted and that I would be contacted for a repair appointment. I called again and you said that the part had to be ordered – when I said that I was told that it was in and had to be painted you also told me that you had one but it was for another customer. I guess you didn’t have that one in stock when I came in. One of my calls was forwarded to the Service Manager, who didn’t answer, so I left an unreturned message there also. After all of this, I was still glad when the part was available and I was able to get the repair scheduled for December 10th! However, as I have stated repeatedly, it does not work as it did before the replacement was made. I brought it back twice and each time you messed with the buttons and it worked, that is true. You even had someone come and explain to me once again how to set the alerts up. However, I have found, that no matter how many times they are set up, they might work a time or two, but not consistently. As stated previously, the car used to “beep” everytime I came through my narrow garage doors and before I got too close in front, and it no longer does that, not does it beep when I’m close in a parking lot, and I found on my last trip the lane change alert at all. I don’t know what the problem is, but it still does not work as it did before the replacement and based on my treatment at the dealership, I still would not buy another Cadillac if I thought this was the only dealership available for service. Up to this point, I felt that I received good service from everyone at the dealership, even the finance person who helped me get my extended warranty, but based on this unsatisfactory service and the way I feel that I was treated and talked down to, I will never deal with the dealership again.