Katie Stowe | Page 2

Cole Valley Cadillac responded

It’s wonderful to hear you feel well cared for and that service on your Cadillac XT5 was completed swiftly. Thank you for letting us support your day. Grace Cole Internet Manager graceh@colecars.net

Cole Valley Cadillac responded

Thank you for recognizing Katie’s updates on your Cadillac XT5 and our technician’s swift replacement of the fuse box. We appreciate your feedback and look forward to supporting you again. Grace Cole Internet Manager graceh@colecars.net

Cole Valley Cadillac responded

Mr. Miketa, Please accept my sincerest and most profound apologies for the unacceptable experience you had at Cole Valley Cadillac. Reading your account of the last several weeks, it is clear that we failed you at every single touchpoint—from the initial silence of our service department to the inexcusable lack of professionalism you encountered in our lobby. You are absolutely right: the Cadillac brand stands for the pinnacle of American luxury, and the treatment you received was anything but. To have a long term, loyal customer feel like they are being called a liar or, worse, treated as a burden, is a failure I take very seriously. Whether it is a flaw in our phone system or a lack of diligence in returning messages, there is no excuse for your calls on January 19th and February 3rd going unanswered. You shouldn't have to drive to the dealership just to get a human being to acknowledge a problem with a 2025 vehicle. I am deeply aware that as someone working 12-hour shifts, your time is your most valuable asset. Forcing you to burn 12 hours of hard earned vacation time for a test that took barely an hour is a massive oversight on our part. Had we managed our schedule or provided the loaner vehicle you deserved, this could have been avoided. I realize that Jay reached out to "make it right," and I respect that you feel it may be too late for that. However, I would like the opportunity to prove that this is not the standard we hold for ourselves or our customers. You have been a loyal part of the Cadillac family for years. I am truly sorry we didn't show you that same loyalty in return. Sincerely, Grace Cole

Cole Valley Cadillac responded

Thank you for the five-star rating. Jarred was happy to help you find the right CT5 and answer your questions, and Katie and the service team are pleased the mirror replacement went smoothly in just an hour. We appreciate your feedback and look forward to assisting you again. Grace Cole Internet Manager graceh@colecars.net

Cole Valley Cadillac responded

It’s great to know our service team always takes care of your Cadillac XT6. Katie and the rest of our crew appreciate your loyalty. Grace Cole Internet Manager graceh@colecars.net

Cole Valley Cadillac responded

Thank you for bringing this to my attention. Please accept my sincerest apologies for the delay during your first service visit. We pride ourselves on respecting our guests' schedules, and it is clear that we missed the mark on our estimate. I understand how frustrating it is to see other vehicles move through the bays while you wait. Often, guests are in for quick services like tire pressure checks or battery tests, which can move faster than more comprehensive maintenance. However, that does not excuse the lack of communication regarding your specific wait time. We value your business as a Cadillac owner and would like to make this right. I would appreciate the opportunity to speak with you directly to ensure your next visit is seamless. Please reach out to me at (330) 372-1665 at your convenience. Best regards, Grace Cole

Cole Valley Cadillac responded

Thank you for choosing Cole Valley Cadillac. Your feedback and rating mean a lot to us. We're glad we were able to help, and we hope to see you again! Grace Cole Internet Manager graceh@colecars.net

Cole Valley Cadillac responded

Thank you for the kind words for our service department! We look forward to sharing your compliments with them. Please don't hesitate to let us know if we can be of further assistance. Grace Cole Internet Manager graceh@colecars.net

Cole Valley Cadillac responded

Thank you for the kind words for our service department! We look forward to sharing your compliments with them. Please don't hesitate to let us know if we can be of further assistance. Grace Cole Internet Manager graceh@colecars.net

Cole Valley Cadillac responded

We are very happy to have provided you with such a positive experience! We sincerely value your business and look forward to your next visit. Grace Cole Internet Manager graceh@colecars.net