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Cadillac Dealership Screwup, Who's Responsible?

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Cadillac Dealership Screwup, Who's Responsible?

Old 11-21-2020, 03:22 PM
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Originally Posted by GradyGravelyFord View Post
Sell this pile of crap and move on. Good lord man I donít have enough free time in my life to worry about all this crap. Find a good local family owned shop and stop getting bent over.
Iím so sorry that someone forced you to read this thread. Are you okay?
Old 11-21-2020, 03:26 PM
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Originally Posted by 99yam40 View Post
did you not post this, and that does not sound like it is just a recent problem

" As I said, I've known these folks for over 40 years. I can't remember which one of these screwups it was, but I had a little heart to heart with their service manager. He said, "Randy, I know you've been coming here for a very long time, but it seems like lately I'm having to discount things to keep you happy".

"Mike, old buddy, that's because every time I have my car worked on here, I have to bring it back a second time to fix something your guys screwed up".
Dude, do the math. 40+ years as a customer, then issues with a 2005 model car that was long out of warranty before it ever had the first issue.
Old 11-21-2020, 03:33 PM
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Originally Posted by Slater View Post
I havent read all this but if they were crossthreaded they would have never blown out, If a tune was done & they blew-out chances are they werent tightened enough when the tune was done. Vibrations over time loosened them & eventually enough for compression to eject plug from head & damage the threads in the head.
Just passing along what the Chevrolet mechanic said (this is a Corvette engine) as well as the guy who repaired it. Neither of these guys are young.

To those who question having to pull the heads to address this issue, Google pics of the engine bay on this puppy. Access is the reason this bozo screwed up a plug change. If you have that much trouble changing plugs, imagine trying to install an insert. The Chevy dealer who provided this diagnosis showed 8 hours (I think. May have been 10) just to R&R the heads.
Old 11-21-2020, 06:26 PM
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Originally Posted by Freeebird View Post
Dude, do the math. 40+ years as a customer, then issues with a 2005 model car that was long out of warranty before it ever had the first issue.
does not sound like it is a one time thing from what you wrote.
"Mike, old buddy, that's because every time I have my car worked on here, I have to bring it back a second time to fix something your guys screwed up".
Old 11-22-2020, 07:45 AM
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Freeebird, your best option is to contact Cadillac Corporate, it can be a tiresome procedure but in the long run Cadillac will step up to the plate. CSI is more important to Cadillac than any other GM brand, the phone numbers should be in your owners manual.

This coming from a retired Cadillac dealer, me.
Old 11-22-2020, 08:14 AM
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Originally Posted by KBH View Post
Liability is a function of business insurance and what company carried the liability insurance at the time I would think. If I owned and sold the business I would be hard pressed to do anything more than give you my insurance company's agent and let you discuss it with him. I certainly wouldn't feel like I should carry the liability with me after the deal has closed.


you obviously dont know how it works
Old 11-22-2020, 12:08 PM
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Originally Posted by mystery View Post


you obviously dont know how it works
Well, instead of being an jackass, maybe you could explain it to me. I doubt seriously if you know any more about it than me, and I never implied I was an expert.

A dealership is generally held as a corporation and the owner is not subject to the liabilities of the corporation. And certainly he would not liable for anything after the corporation is sold unless it's an egregious and intentional breach of norms by the previous owner. And even then, I doubt your case would go very far. So tell me, Mr Expert, what is your expertise?

Enlighten us lowly peons please!
Old 11-22-2020, 02:00 PM
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Originally Posted by deadhead1 View Post
Freeebird, your best option is to contact Cadillac Corporate, it can be a tiresome procedure but in the long run Cadillac will step up to the plate. CSI is more important to Cadillac than any other GM brand, the phone numbers should be in your owners manual.

This coming from a retired Cadillac dealer, me.
Thank you, sir. Iíll contact them tomorrow and post the results.

Just for the heck of it, hereís a photo of the old girl. Iíve owned lots of cars, but Iíve enjoyed this one and kept it longer than any other car, simply because Iíve enjoyed it that much. Sheís been loved, and Iíve spent quite a few bucks keeping her up.


Old 11-23-2020, 03:42 AM
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My mom had a few cadillacs. Last one had a leaking radiator. Took it in to have it replaced. Picked it up and it ran like crap. They told her it had a blown head gasket from over heating and thats her fault for driving with a leaking radiator. They let it sit idling for who knows how long and it leaked all the water out and over heated. Last one she owned.
Old 11-23-2020, 04:28 AM
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Like others have said, contact Cadillac corporate. This is exactly what GM zone offices are for. However, considering the age of the vehicle and the time since the damage was done, I expect you'll get little if any compensation or cooperation.
Old 11-23-2020, 04:45 AM
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Might as well throw on some performance heads and a cam while you're in there
Old 11-23-2020, 10:03 AM
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Well, after exchanging messages with a CadBot on my phone, I was connected to a real person who typed canned answers to questions I wasn't even asking. After confirming that I was talking to a real person (and getting absolutely nowhere), I was given a number to call which turned out to be GM corporate vs anything specific to Cadillac. Interestingly enough, my number was already in their computer as this lady addressed me by name. I had provided online my contact information as well as the VIN for my car.

After several attempts to correct her talking about my "headlight" issues, I think I finally got through to her that this issue involved cylinder heads, not headlights. Yes, I was very patient, and despite her saying she was in Detroit, English was definitely not her first language. Just another sign of the times. I kept losing her during our conversation, which made it that much more difficult to communicate. After being on hold for several minutes, she came back with yet more information where I was getting one out of ten or so words. Bottom line is, they were going to contact the current dealership management and get back to me. We'll see.
Old 11-23-2020, 10:22 AM
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Originally Posted by Freeebird View Post
Well, after exchanging messages with a CadBot on my phone, I was connected to a real person who typed canned answers to questions I wasn't even asking. After confirming that I was talking to a real person (and getting absolutely nowhere), I was given a number to call which turned out to be GM corporate vs anything specific to Cadillac. Interestingly enough, my number was already in their computer as this lady addressed me by name. I had provided online my contact information as well as the VIN for my car.

After several attempts to correct her talking about my "headlight" issues, I think I finally got through to her that this issue involved cylinder heads, not headlights. Yes, I was very patient, and despite her saying she was in Detroit, English was definitely not her first language. Just another sign of the times. I kept losing her during our conversation, which made it that much more difficult to communicate. After being on hold for several minutes, she came back with yet more information where I was getting one out of ten or so words. Bottom line is, they were going to contact the current dealership management and get back to me. We'll see.
What I do after trying the regular support channels / escalations is write an email to the proper executive(s). 9 times out of 10 my issue is then given the proper attention. 1 time out of 10 the company could care less and its not someone i will ever do business with again.

There are of course multiple ways to apply pressure if you still cannot get ahold of anyone. That could include engaging your state's consumer affairs / attorney general / etc, and filing a written complaint with them.
Old 11-23-2020, 10:34 AM
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Originally Posted by mystery View Post
What I do after trying the regular support channels / escalations is write an email to the proper executive(s). 9 times out of 10 my issue is then given the proper attention. 1 time out of 10 the company could care less and its not someone i will ever do business with again.

There are of course multiple ways to apply pressure if you still cannot get ahold of anyone. That could include engaging your state's consumer affairs / attorney general / etc, and filing a written complaint with them.
Email or an actual letter is my preferred method of getting things done, but I guess I'll have to exhaust these initial steps in order to find out where to direct such a letter. As you pointed out, these type situations are just addressed by phone answerers who do nothing more than provide canned answers. It was obvious this first, real person I exchanged messages with wasn't even reading what I had written. I think the headlight girl finally figured it out, so we'll see.

She was actually trying to say something about how things work when dealerships change ownership, but it was virtually impossible to have a fluid conversation. The problem was on her end, so I'm not sure what was up with that... unless maybe she wasn't really in Michigan.
Old 11-23-2020, 10:45 AM
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Originally Posted by Freeebird View Post
Email or an actual letter is my preferred method of getting things done, but I guess I'll have to exhaust these initial steps in order to find out where to direct such a letter. As you pointed out, these type situations are just addressed by phone answerers who do nothing more than provide canned answers. It was obvious this first, real person I exchanged messages with wasn't even reading what I had written. I think the headlight girl finally figured it out, so we'll see.

She was actually trying to say something about how things work when dealerships change ownership, but it was virtually impossible to have a fluid conversation. The problem was on her end, so I'm not sure what was up with that... unless maybe she wasn't really in Michigan.
usually takes minutes to figure out where to escalate complaint to

lots of databases if you google search to get executive's contact info

you can also guess their email addresses pretty easily for most companies

and there is also linkedin and other social media platforms
Old 11-23-2020, 11:00 AM
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What are you looking for as far as a resolution? For them to cut you a check for $1400? The fact that dealer offered you something, is obviously more than they need to do. I am not certain, but I would not expect to get any money back based upon time frame and change in ownership. You may win small claims just because the dealer will likely not show up and you will get a default ruling. If they do show up, I am not sure you have a shot. All they need to argue is they worked for years fine, you must have pulled them and screwed them up yourself.

I know it's time of Covid and you have more time than usual, but I think your asking for a lot.
Old 11-23-2020, 12:03 PM
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Contact Mary Barra, GM CEO. She has a whole staff dedicated to complaints.
https://www.ceoemail.com/s.php?id=ceo-9831
Old 11-23-2020, 12:13 PM
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Originally Posted by Boat Hound View Post
What are you looking for as far as a resolution? For them to cut you a check for $1400? The fact that dealer offered you something, is obviously more than they need to do. I am not certain, but I would not expect to get any money back based upon time frame and change in ownership. You may win small claims just because the dealer will likely not show up and you will get a default ruling. If they do show up, I am not sure you have a shot. All they need to argue is they worked for years fine, you must have pulled them and screwed them up yourself.

I know it's time of Covid and you have more time than usual, but I think your asking for a lot.
The dealer offered to cover half their charge to repair the damage, but as stated, that would have cost me more than going the route I took. No doubt they would have still made money at half their regular fee, but God only knows what I would have gotten into there had I let them give it a second shot. At this point, confidence had very much been lost as I never used their service department again after their last screw up.

The original ownership made money screwing up my heads, so I figure this will fall on them in the end. As for asking for a lot, all I'm asking for is putting me back to where I would have been had they not screwed up. I live three miles away from the courthouse, and short of having to wear a mask when I enter there, COVID has nothing to do with anything.
Old 11-23-2020, 12:13 PM
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Time for some AFRís
Old 11-23-2020, 12:20 PM
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I didn't have time to read the entire thread but un case it wasn't stated, the reason the new ownership doesn't take responsibility is that they usually don't buy the business. The new owners buy the assets and separately a franchise from GM, it's like they simply opened a new dealership in the same building as the dealership that shut down. The they "rehire" all the old employees.

Cadillac might be helpful to stand behind the work of a prior dealership.

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