Horrible experience. - 2024CadillacXT5AWD
Horrible experience. Why GM lets Sunset have all three Cadillac dealerships in one market is beyond defensible. Guyer family has lost ALL of our business at ALL of their dealerships and we've bought a dozen vehicles from them over the years.
We wanted a new AWD XT5. They didn't have any so we found some online. They said AWD were so hard to get no dealer would give them up. So we gave them a deposit to order us one. We were told it would take 12-14 weeks. They pressed really hard for us to buy a 2WD off their lot but they finally agreed to order it. 12 weeks later I contacted the salesman and he said the car had not come in yet. (Shouldn't he have reached out to me at some point). Called 2 weeks later. No car. No reason. I had to call the Cadillac factory where they are built to find out what was going on. I got the number from friend of friend. Turns out, our order was in the "cue" but they had no idea when it would be built. We asked for our deposit back (which was like pulling teeth) and drove 1 1/2 hours away to buy one from another dealer. When I told their sales manager what we had gone through he said they would have given up the AWD if another dealer had contacted them. AWD XT5's can't really tow anything and we don't get snow here. He said occasionally someone comes along and wants one but they usually sit for a while. Finally got out deposit back after SEVERAL phone calls.
Now our 1 year old XT5 has a transmission issue. It won't go forward but it will go backwards. OnStar had it towed to Sunset because it was the closest dealership. This was on Friday evening. Contacted the dealership first thing Saturday morning and was told they didn't have any loaner cars. We drove to the dealership later that day 15 minutes before they closed. We counted 8 loaner cars. When we went into the service area there were NO customers there. After introducing myself the first thing the service advisor said was they had pulled our car into the service area that morning but they weren't going to be able to fix it. xx. I "marked" the wheels (yes I'm that way) when we left it there the night before and it hadn't moved. The (lack of) service advisor then quickly changed his LIE. Then I inquired as to a loaner car for my wife (it's her car). He said they didn't have any and reminded me that he told me that on the phone. I mentioned that we had walked around back before we came in and saw 8 of them. He changed his LIE again and said the person that handles loaners wasn't working that day. I asked if he could call someone and he got abrupt with me and said he wouldn't bother them on their day off. I pointed out that Sunset has THREE Cadillac dealerships in this area and surely someone was available at one of the other two. He refused to check. He said he would check on Monday and see if any loaners were available. I then asked him if he could at least give them a quick call on their cell phone to get authorization. He became agitated. I then asked how long he had worked there and he said 23 years. I told him he sucked at his job and he was better suited for either the janitorial or food service industries and we left.
My wife called Sunset Monday morning inquiring about a loaner car and was told that since we didn't purchase the car there they wouldn't give us a loaner car. Even though we purchased our previous Cadillac from them AND had it serviced there the entire time we owned it AND even though we TRIED to buy our XT5 there and gave them a down payment AND waited over 3 months for the car AND had to wait another month to get our down payment back they would NOT give us a loaner car. Cadillac must be so PROUD to have Sunset represent them in the fastest growing market in Florida.
I now have an incredible story to tell people about Sunset Cadillac (and the people that we dealt with and lied to us). And I will tell them because I know LOTS of people. Good luck because you're going to need it.
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