Mike Lombardi | Page 2

Andrews Cadillac Brentwood responded

We're truly sorry that your experience has left you feeling this way. We understand that buying a vehicle—especially one that is pre-owned—is a significant decision, and we never take that responsibility lightly. We want to be clear that your vehicle was sold with full transparency regarding its age, mileage (over 128,000 miles), and condition. It was also sold as-is, which was fully disclosed at the time of purchase, after completing a comprehensive 172-point inspection. At the time of sale, there were no warning lights or known issues with the vehicle. We were never contacted about any concerns until your review was posted. After reading it, I reached out personally to better understand the situation and offer potential solutions. During our call, I offered to have one of our certified Cadillac technicians inspect the vehicle at no cost to you, to help determine whether any of the issues were pre-existing or developed afterward—such as a puncture from a rock, which can happen post-purchase. Unfortunately, that offer was declined. At no point did we ask you to remove your review. In fact, it was stated that the review could be updated if we agreed to cover the full cost of the repairs from a third-party shop we had never spoken to or received documentation from. While we understand the frustration that can come with unexpected repairs, we cannot be responsible for work done outside our dealership without the opportunity to verify the concerns ourselves. It's also important to note that we never accused you of being untruthful, nor did we suggest anything related to your appearance or background had any bearing on this situation. We treat every customer with the same respect and fairness, regardless of circumstance. Any implication otherwise is simply not accurate. We sincerely wish you the best and hope the vehicle serves you well moving forward. While we’re disappointed we weren’t given the opportunity to assist in a constructive way, our goal remains to do right by every customer—and that includes handling even difficult situations with professionalism and integrity. Joey

Andrews Cadillac Brentwood responded

Dawn, we understand your frustration and regret that you’re disappointed with your experience. It's never our intention for a customer to feel misled, and we take all feedback seriously—positive or negative. To clarify: the vehicle you purchased was over 11 years old with more than 128,000 miles and was sold as-is, without a warranty. It had no warning lights, no codes, and no known issues at the time of sale, and it passed our internal inspection prior to being listed for retail. While the Cadillac 172-point inspection is only required for newer GM-certified vehicles, we choose to perform that same inspection on older vehicles as part of our dealership’s standard process—reflecting our commitment to transparency. You were provided a copy of the inspection and the signed “as-is” disclosure at the time of delivery, but we’re happy to provide another copy for your records. Please just let us know where you’d like us to send it. We also want to acknowledge that we reached out only after your review was posted, as that was the first time we were made aware of any concerns. During our phone call, we offered to have one of our certified Cadillac technicians inspect the vehicle at no cost, in an effort to understand what occurred and potentially find a solution. Unfortunately, that offer was declined. We certainly respect your right to share your experience, and if you’d like to compare our inspection report with your third-party findings, we welcome that. But to suggest that we knowingly sold a vehicle with hidden issues is simply not supported by the facts or documentation from the time of sale. We wish you and your family nothing but the best moving forward and hope that the vehicle serves you well from this point on.

Andrews Cadillac Brentwood responded

Dawn, we truly regret that you remain unhappy with your experience and continue to feel unheard. Our intention has never been to argue, but rather to ensure the facts are clearly understood. To clarify: At no point in any of our previous responses have we mentioned a Carfax report. We’ve only referred to the 172-point inspection performed on the vehicle prior to delivery, which you acknowledged receiving at the time of sale. We’ve offered to provide you with another copy of that inspection for full transparency. While the vehicle was indeed sold as-is, that doesn’t mean we aren’t willing to support customers when unexpected issues arise—especially with pre-owned vehicles of this age and mileage. That’s why we reached out to offer a free inspection by one of our certified technicians, so we could help determine the root cause and see if there was a path forward. Unfortunately, that offer was declined. We understand your frustration and respect your right to share your experience. Our responses are simply intended to provide context for future customers who may read your review, and to explain the steps we took in good faith to address your concerns. We genuinely wish you the best and hope the vehicle serves you well moving forward.

DAWNMURRAY55 responded

Yes i did call because yall have called me 8 times since i posted the review. You quit calling from the dealership and called from a regular number to try to get a response. I can post the calls also if you need me to. I also recorded the call so you cabt say thats not what you said. I told them i had already had a certified dealership put it on their machine and ive already ordered the caddilac parts with warrenties. I said if you guarentee that you would fix the issues for free i would update my review. You them reaponded i cant do that without us looking at it and making sure it wasnt a rock that hit the ac condenser that made it stop working. I then said, after that comment. No i will not bring it in just for you to tell me it wasnt like that when i purchased it, and then you charge me to let you fix it. I would rather stay where im at and not waste my gas or time coming back there. You told me i was being unreasonable and i stated i ask all the right questions and your salesman lied about it all. You didnt comment at all about your salesman not telling the truth. All you said was read our reviews yours is the only negative one and i wish you would have called first. I said why should i have to call if the salesperson would have been upfront about the problems i ask about, the touchscreen and the ac i would have had a option on if i wanted to buy it or not. Instead he lied. I also said he didnt detail it like he said he would. You didnt even offer to detail it or anything. Your focus and main objective was to get me to take down the review, not the fact the salesmans lied. I told you the only way that review was coming down was if you fixed what was wrong. You kept asking me the name of the dealership, you googled it instead of listening to me just to say it wasnt one where i live. As if i was not telling the truth. I told you if i brought in the results from the dealership would you fix it. All your response was i cant guarantee. Again Your main objective was the review. Not the fact that a customer was lied to. In your reaponse you put how old the car was. What does that have to do with anything. I told you the car i was getting rid of was older , 180000 miles and didnt have half the issues that the car i bought from you had. You sat quiet and said i see your not going to be reasonable and ended the call and wrote this response that has nothing to do with me being sold a lemon. You didnt apologize for your salesperson lying about the issues that i have to pay to get fixed . All the codes were already there so you guys need to replace the 172 point inspection it definitelydidnt see the codes that were already in there. You even mentioning that, proves me correct. I will go to the dealership that is fixing my car and post the real results of a inspection if need be. Your still not taking accountability and its disheartening to now know, that it wasnt just the salesman that was dishonest its the dealership. You said my reveiw was the only negative review written all your other reviews were positive. I said maybe uts because i left work and came in shorts and tennis shoes and didnt look like the refular customers that purchase from you and the salesman told me whatever he needed to to gwt rid of the car that has been for sale for months and the salesman tild ne its only been available for some days. In actuality it came from another one of tour locations that couldnt get it sold. I didny know this till after i purchased. I will continue to update all my reviews each time a STRANGER contacts me and tells me they experienced something similar, because in your own words im the only negative review. Its a shame that a dealership has all the latest technology but you try to call a customer who ask all the right questions and paid cash for a lemon,a liar. That is why i made the review so everyone can stay away from a dealership that handles customers the way i have been handled. You couldnt get your way , so you immediately come on here saying how many miles and how old the car is. You cant argue with the truth so you ended my call to come in here and try to make what happen to me seem less than. That just shows how crooked this dealership is. I hope noone else experiences what i have been through. If you have please reach out to me and i will continue to update my reviews. I will also add all this to my Google review.

DAWNMURRAY55 responded

This is the exact reason why i would not recommend this dealership. Your responding to everything like im in the wrong. I said i wouldnt remove the review but i would update it if you guys fixed the issue. . This is all he say she say. So i will post the 3rd party inspection, the money i spent on fixing it, my receipts for the certified caddillac parts if you give me a copy of your 170 point inspection. so you and everyone else can see that i was sold a lemon that the dealership was aware of. Going back and forth with a customer is so unprofessional. You posting your 170 point inspection and me posting my 3rd party inspection will end this or email me a copy and I'll take it to the 3rd party to compare notes and then post and update my review. As I told you, why should I have to contact you, when yall knew the issues beforehand because I ask your salesman about 2 of the issues and i wouldnt know about the 3rd issue until it cycled through and the lights came back on. That's why I didn't call. Thats why i took a picture and posted it. If I'm going to spend money to get a car I just purchased fixed I'm not gonna spend even more money with the dealership I purchased the lemon from.

DAWNMURRAY55 responded

Are you serious? You gave me a carfax report. Seriously. Thats how you respond? You just keep making your dealership look like a joke by responding. I didnt say anything about the as is. As is, thats why i didnt call you to let you know. As is thats why i spent my money getting it fixed As is, Thats why i made my review. So people know a as is car from your dealership is more than likely sour as in a lemon. Thats why i took it somewhere i trusted to fix it. Even small pay as you go car lots sale as is cars. That has nothing to do with me receiving a copy of your 172 point inspection not a car fax.That way we can get all the facts straight . We can compare and see who's report shows history codes and who's doesn't. You mentioning it was as is and then stating i should have called is insane. Like i said, you keep trying to make me, the customer as you say who gets treated the same as all your other customers , look like I did something wrong. That makes this entire dealership wrong and I wouldn't recommend.

DAWNMURRAY55 responded

You did not ever give ne a copy of the 172 point inspection you only gave me a copy of the carfax. Yes i declined the offer i would rather spend moneyvat a reputable dealership than to come back to your dealership and spend even more money $1000's of dollars on yop of what i just paid for the car. Yes you want to work with me on a as is car so i can pay you evenore to fix yge as is lemon you sold me. 2 days later your still going back and forth because i didnt call you to spend money on the as is lemon you sold me. Maybe you should take more time focusing on insuring the as is cars are safe when they leave the lot, not give a keychain with your roadside assistance number on it because your hoping someone uses it when that as is car is breaksdown or lights come back on. Thank you for taking the time to carefully word your responses. No matter what you respond at thr end of the day you sold and your dealership sell lemon as is cars.