Chuck Griffith | Page 14

Greg.bevill responded

1st class operation...

Jackie Cooper Imports responded

We understand your frustration with the service process for your Cadillac. While you did purchase the pre-owned vehicle with us, we are not an approved Cadillac service center and some repair work will need to be referred to the Cadillac dealership, especially if it requires resetting of codes or make-specific services we aren't certified to do. Our loaner vehicles are a part of our compliant manufacturer customer vehicle program created for the manufacturer brands we carry, in this instance Mercedes-Benz and Porsche. In this unfortunate time of reduced inventory, our loaner fleet is stretched beyond its capacity and we are not able to accommodate all service customers. We apologize for the inconvenience and ask for your patience so that we can make sure your vehicle is repaired appropriately and in a timely manner.

YELLOWROSEWDCH responded

I am now receiving unsatisfactory customer service on addressing the AC repair. This is the second time this service has been needed and one being being the the moment before purchased. The second appointment yesterday at 11 and the you still have the car and now sending my car to a Cadillac Dealership to fix the car. This is very disappointing. I need a loaner today.

YELLOWROSEWDCH responded

Your response has been received yet your customer service on day two without my car is still unsatisfactory. What is your definition of a timely manner?

Jackie Cooper Imports responded

The amount of time in order to do the work safely and appropriately so that the issue is resolved to the best of Cadillac, and our, ability. Some work does require additional time to repair it fully, depending on the depth and breadth of the issue. Also, depending on parts needs by the Cadillac facility, there may be additional delays due to shortages in parts and accessories in the automotive industry that all manufacturers are facing. None of us want to have a vehicle in repair longer than absolutely necessary, I assure you. The best we can do is work with the parts and labor that we have, as well as the Cadillac facility, of course, and do our best to keep you apprised as the work is moved along. If there has been a lack of communication between you and our service advisor assigned to your vehicle, we absolutely apologize. Managing your expectations of repair work needed, as well as the timing of that work and notification of potential delays, is paramount to our customer service. If that isn't happening, we definitely want to know about it so that we can address what went wrong in our lines of communication. We absolutely want you to be happy, not only with your purchase, but our ability to work with any unforeseen issues that may pop up. Would you like for me to have the service manager reach out to you directly? If so, please respond privately with your information so that I may do that immediately. Thank you, again, for working with us to correct this. We appreciate you!