Is there a worse word than “HORRIBLE”??? If so, it still... - DISAPPOINTED IS AN UNDERSTATEMENT
Is there a worse word than “HORRIBLE”??? If so, it still wouldn’t describe the customer service from the Service Department at Central Cadillac. Upon phoning for a service appointment for some concerns I had with my 2020 Escalade, after holding on for eons, I finally get a service rep named Fabiola. He was very belligerent when I asked why don’t they provide loaner Escalades for Escalade owners? He even went as far as to say he was “Doing me a favor!!!” by even scheduling my appointment or providing “decent” (and I’m being VERY generous with that word) customer service. I let him know that he was misinformed and that was part of his job. I asked for the ONLY service technician that is ALWAYS consistent, Mr. Alvesta and he scheduled my appointment with no fanfare. When I arrived for my appointment, and had to tirelessly repeat what problems I were having with my vehicle (delayed start, fishtailing during rain and a peeling trailer hitch cover) the service department manager was brought out to speak to me. You would’ve thought they had just randomly picked someone off the street, because that’s how uninterested, unprofessional and nonplussed the man was. He didn’t bother to introduce himself and appeared irritated that Mr. Alvesta had interrupted his mid-morning nap. He began repeating the same mantra over and over, trying to dilute the facts I were providing for the vehicle, and he even was irritated to the point of raising his voice and stated,”Let me talk now!”, as if he were berating a child and not speaking to valued customer of many years reigning back to Mr. Stewart days (Boy, do I miss Mr. Stewart and his classy ways!). Again, after all of that “huff and puff”, he spewed the same spiel that he previously nonchalantly spewed. And when that didn’t work, he played victim and stated he wasn’t there when I bought my vehicle so my salesperson would be 100% responsible for whatever was wrong with the vehicle in regards to the hitch cover being painted over. And who just happens to walk by, my salesperson. Mr. Mooney didn’t have a clue as to what was going on and it appeared that was his first time hearing them shenanigans. Well, the service manager ended up just slithering away, with no resolution, other than he could assure me that the cover wouldn’t be covered under warranty, which is another spiel that’s so well practiced there.. The cover shouldn’t have had to be covered under warranty because the dealership should’ve been responsible being that it being painted over happened under their watch and before it was sold to me. Needless to say and just as I suspected, after getting a loaner, I was phoned by my service tech, no more than a couple of hours later stating nothing had been resolved and they couldn’t find any issues and couldn’t cover the cost of the hitch cover. My husband and I was astounded, being that from Thanksgiving 2020 to January 2021, they held on to his Escalade and had forgotten they had it, and hadn’t even begun on the the work. And now they only took a couple of hours to assure me that my vehicle was fine. So, now I’ll have to wait until it rains to see if it fishtails or hopefully I’m not stranded somewhere when it decides to stall altogether and don’t start at all from the delayed start. And I was proactive in searching for someone to properly paint my hitch cover. My husband will bring his vehicle in next week for service AGAIN, and while he’s there, I wonder if the service manager will tell HIM to let him talk??? This place is really horrible and “CADILLAC” should be embarrassed to say they’re a part of the “CADILLAC” family. My husband and I will have to shop around for another dealership to give our business to, because this POOR CUSTOMER SERVICE is UNACCEPTABLE AND HORRIBLE!!!
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