*** ALERT***UPDATE***
We agreed that they would buy back - Krista
*** ALERT***UPDATE***
We agreed that they would buy back the vehicle on 10/15. It took until 10/27 to get the actual paperwork over from them so we can sign over ow
Horrific! Purchased what was "supposed" to be a brand new Cadillac Escalade from Thompson Automotive Group in Raleigh. Even before leaving the dealership, we noticed that the detail on the vehicle had been done. but told them we'd bring it back the following week as we had an appointment. Immediately after driving home we noticed a huge scratch in the front drivers side. These were minor things compared to what happened next. Within 1 day of taking delivery of the car, and having driven out of state, the entire dashboard went dark. We tried turning the car off and on multiple times, nothing. Tried disconnecting and reconnecting the battery, nothing. The issue remained. This dark dash made the car completely undrive-able, as there was no speedometer, no gas gauge, nothing. We called for help and texted 2 of the salesmen that assisted us during the purchase, basically with no help on how to fix the problem. We drove home from Tennessee with no way to tell how fast we were going and no idea how much gas we had. We were told to bring the car in on Thursday, 3 days after being back in the state. The salesperson Joe, told us it would just be a day or two to update the software and would reach out later that day with an update. In fairness, they did provide the a loaner car, BUT the loaner had NO GAS in it, you can’t make it up.mAs soon as I left the dealership with the loaner I was getting phone calls from the service department asking what was wrong with the car, so clearly there was no communication with the salesmen we spoke to and the service department. I called the salesperson Joe and said I'm getting phone calls from your service department, so sent him pictures of the dash so he could provide them to the service team. We didn't receive a phone call that day, or the next, so we called them to ask when we could come get the car, no one could/would give us answer. We have since reached out to everyone we dealt with there at the dealership. No response. We called the finance manager, Devin, no response. we called our salesman Joe, no response. We finally called the manager Ryan, I recounted the experience we’ve been having since purchasing the car, his response was “this is unacceptable" and said he was “going to be calling everybody into his office to figure out what was going on with the vehicle and would call me right back”. I still haven't heard anything from him. This is the "manager" that hasn't called back. This car was used as a demo with one of the other sales people, it's absurd to believe that after he drove the car for several days (and didn’t experience this issue) that he very next day when I own it this begins to happen. It wasn't disclosed to us at any time while we were while we were purchasing the vehicle. I should also add here that we were only supposed to be taking this vehicle for the weekend and then purchase it on our return on Monday, what’s interesting is that they made it available for us to purchase that day and we now know that the reason. They had us purchase it earlier then expected because if they had let us drive off without purchasing it we would have never bought it with this issue. I have still yet to hear from anybody at the dealership and have now contacted our attorney. I have recorded every phone call and documented every interaction, so there is absolutely no dispute of what happened and when, what was said or how it was responded to. This transaction has been a disaster on every level and they should be embarrassed that they would treat customers this way. That there is no attention to detail anywhere is an understatement. Frustrating and disappointing and I can promise all our friends and acquaintances who have used them in the past will not purchase from them again.
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