George Brown | Page 2

Les Stanford Chevrolet Cadillac responded

Suzan, First I want you to know that I care! This is a catastrophe! Let me get with Mike Lowe, the Sales Manager at Cadillac. He works closely with George Brown. I am literally walking across the street as soon as I hit "send" on this comment to find out what the heck is going on. I will contact you as soon as I can. Thank you,

SuzG responded

Michelle, Not sure you were given the right story however I have not seen my vehicle yet as I am out of town until Thursday. I think it's a little off to say that I was "unhappy with the way things lined up" when they installed the wrong parts the first time. With that said, below is the email I sent to GM customer care detailing all events: Just so that you are aware the dealership lied to you as they have continuously lied to me. I did not hear from them on Thursday as they told you this past week and last Thursday they told you my car would be ready Friday. This is absolutely ridiculous and I have no words left. It is now been over 8 months that your dealership has had my vehicle and it is not acceptable. 8 months is a very long time and I have lost a great amount of value due to that time. If a resolution in my favor has not been made by the end of next week I am contacting the media about this as well as my attorney. This is very bad business. This has been a very stressful situation for me and has caused a lot of anxiety. My expectation for a satisfactory outcome is that the dealership or Cadillac pay off my loan on my vehicle and sell me my exact same vehicle new for the price I owe on my car and/or within a reasonable dollar amount. I am not trying to get anything free I am trying to get a make good on this terrible situation. Below is a detailed list of events that have happened over the last 8 months: 1. I did not call or bother the dealership for the first 5 months they had my vehicle. (Sandra - collision manager) can confirm to that. I'm actually a very patient person. 2. When I received the call that my vehicle was complete (after 5 months) below is a list of "errors" that were made (knowingly as we find out in month 7 which is what sparked my concern in quality): -the Crome around the windows was clearly not flush together and was all scratched up (Kelly at the shop said - they had to pry it off when fixing it and it should have been bumped out however it wasn't) - the hard "plastic" around the entire door lining on the inside was also all scratched with deep scratches (Kelly also said that this was pry off and should have been fixed) - there was a hole in the interior lining around the window (assuming while prying the other parts they snagged it) - there were additional dents on the vehicle - the plastic piece that says "air bag" was hanging out over the seatbelt - the rear window was off center so much that you could see inside the sides of the lining (knowingly and we also find out why in month 7) - the rubber that seals the door was buckled and not fitting (knowingly and we again find out in month 7) - also when "detailing" the vehicle they basically coated the inside of my car with armor all . I literally sat in it a slid off the seat. They had armor all, all over the digital screen the chrome door handles so thick that I couldn't even scrape it off. When I purchased the vehicle at Les Stanford , Paul Shultz my sales person, told me to never use armor all on the vehicle to simply wipe it down with a wet cloth to keep it in good shape. So now it's ruined as far as I'm concerned. George Brown then claimed you do not use armor all on the car, however it was slippery just like armor all on the seats and created a flat film on the screens and chrome. 3. Sandra walked around the vehicle with yellow tape shaking her head as I pointed out the issues (she later informs me that the "tech" that worked on my vehicle was fired (not sure why I was told this?) 4. After that I was concerned about the quality of work that was being done on my vehicle especially after all the time had past and I started to engage senior leadership at the dealership. George Brown was my first contact and he is the service/collision manager at the dealership. He told me that he would be going down to the collision shop every other day and would call me with an update when he left. This happened once. He made a comment that "he TOO was very picky" and would make sure that I get my vehicle back in perfect condition. (I'm sure you can understand my frustration with this comment especially with the condition of the vehicle and the issue that is uncovered in month 7) 5. George calls me sometime in month 6 and says that he went down to the collision shop and that the window was still off center and he was having them place it again for the 3rd time, then he explained to me how difficult setting a window can be and that centering it is almost impossible because it moves and they do their best. (I have had windows fixed in a parking lot and never had a problem seems that the "luxury brand" dealership should be able to do it better. 3 days after that I speak with Sandra the collision shop manager who tells me that they are putting the new window on, hmmm George told me they did that 3 days ago.... the lies all start coming out at this point. 6. Month 7 rolls around and I am frustrated so I make a couple calls to Gary Stanford the dealership principle. I have NEVER heard back from Mr Stanford . Instead he had Sandra call me. 7. Sandra calls and says they figured out the issue and she is very sorry but they have to start the "project" over. I'm sure you can understand my frustration at this point. She continues to tell me that they put the wrong side quarter panel on and that is why nothing was fitting.....are you kidding me this is a big deal. At this point I told Sandra that I wanted to speak with Mr. Stanford and that I did not want to see that vehicle again and explained I expected that the dealership would own their mistakes and sell me a new vehicle for what I owe on my vehicle. She said she would talk to George and the GM (not sure who that is because he/she has not attempted to reach out to me after having my vehicle in their shop for 7 months at this point) she also said she is so sorry and that she wanted to call me outside of the shop so she could discuss the situation (not sure why she couldn't discuss it at the shop, ohh wait it's because she knew that what was going on was wrong and she didn't want anyone there to know what she was saying to me) 8. 2 days later I hear from George Brown (my favorite "picky" guy) who offers to pay off my loan (mentions they will sell the car on their lot used) and that I can get into my exact same car a 2017 version with all of the additional features I have on my car for 568/month for 3 years. I was so excited however knowing that I owe 28k and that was adding up around 20k I asked well what is the finance on it and APR and he says... it's A LEASE (I literally laughed) - so basically the dealership wins - they sell my car for more that what I owe, they have me paying 568/month on a lease that in 3 years that they will then sell and then I have NOTHING (not sure if George just assumed I am stupid or what) -mind you I have paid $4720 towards my vehicle in the 8 months. I'm sure you can also understand how frustrating it was to go pay for my annual vehicle registration in March on a vehicle that I don't currently have in my possession. 9. When I said absolutely not.... he continued to tell me that he would only buy a lease and that he would never let his "wife" buy a vehicle that leasing is all that makes sense. (Extremely insulting comment) I let George know that I drive for my job and that mileage on a lease would not work out for me (I drove my vehicle for 14 months and it has 20k miles on it) he said he was going to crunch numbers on mileage and call me back. I have not heard from him or anyone else from the dealership sense. I have however left Mr. Stanford another message. When I spoke with you Macky last week on Thursday you told me that George told you that my vehicle would be ready the next day. Then you called me this Thursday this week and told me that George told you my vehicle would be ready yesterday. I have not heard back. PLEASE FORWARD THIS MESSAGE TO SOMEONE WHO CARES & CAN HELP ME WITH A RESOLUTION. Thanks in advance for your help,