SOUTHERN CHEVROLET CADILLAC

I dropped off my Cadillac XT5 at @SouthernChevroletCadillac , #SouthernChevroletCadillac on Aug. 16th, 2021, to check the front end. They told me it was the rack & pinion. I approved the repair on Aug. 20th. The following is what transpired after Aug 20th. On Aug. 25th: I called and left message for service manager, Mike McCann. He returned my call and informed me the part was on back order. Aug. 25th-Sept 3rd: called 5 times for updates. On Sept. 1st: I asked for a loner and was told they didn’t have one available. Sept. 6th: called for an update. Was told the part came in but the person assigned to my car had Covid. They were going to assign another mechanic and it should be completed Friday Sept. 9th. On Monday Sept. 13th: I called for an update. I was told the part had been ordered. Confused, I asked “what part” was ordered as the repair was supposed to be complete Friday the week before. I was then transferred to Mike, and he informed me the 1st part was wrong part so re-ordered the correct one. I asked Mike for a loaner until my repairs were complete. He told me he would get me one in a couple of days. Sept 15: I was given a loaner vehicle until repairs were completed. Sept 17th: Called for update. Was told still waiting for the part. Sept 20th: Called for an update. I was told still waiting on part. Sept 24th: Called for update. They received the part and repair should be complete on Sept. 28th. Sept 28th: They called me at 4 pm and said my vehicle was ready for pick up. Sept 29th: Took possession of my car. I can understand there are unexpected delays especially during the Covid pandemic. That is not my total complaint although it was very inconvenient. My complaint is the communication, quality of customer service, over charging and the filthy condition my car was in. They could have called me with bi-weekly updates for the 7 weeks that they had my vehicle but the lack of communication and customer service prevented them from doing so. After paying the $2,900 repair, I noticed an $150 core charge. I asked about it and they refunded me the $150. If I hadn’t known what a core charge was I would have paid and not question anything. When I opened my car door there was !!GREASE!! all over my cream leather interior!! This was not just a fingerprint; it was GREASE handprints smeared all over the front part of both front seats, both door handles, and arm rest!! Seriously, the person that brought my car to the front of dealership did not see the grease!?!?!? I asked the service manager, Mike, to look at it. He apologized, took the car & wiped the grease off. Once home, I found more GREASE on the key FOB, steering wheel, upper part of passenger seat, the glove box, the driver side door panel, both exterior door handles and edge of doors, the hood and grill, and a thick layer of dust and yellow spots on the exterior. I truly cannot believe that they did not use disposable floor mats & seat protectors. My car has not been this FILTHY since I bought it. THIS HAS ME FURIOUS! I CAN’T BELIEVE THERE ISN’T A POLICY AT SOUTHERN CHEVROLET / CADILLAC REQUIRING VEHICLES TO BE DETAILED BEFORE RELEASING TO OWNER. ESPECIALLY AFTER A 7 WEEK REPAIR! IM AMAZED AT THE LACK OF PROFESSIONALISM FROM A CADILLAC DEALERSHIP. To be fair and honest the limited contact I had with service manager Mike McCann was always professional.

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It went fine. The turn signal works fine. They were very helpful working with me on the warranty. We got this car in 2007 and we got an extended warranty and they are the ones that actually pointed out that some of this would be available under the warranty. They were very forthcoming in that and I was very happy about that. Because I was not sure that this would be covered at all. In that sense they were very helpful. As far the recall I do not think they have been as responsive as they could have been but on this particular issue of the turn signal and the warranty they were responsive. I had an appointment with them and I thought they were going to take my car when I brought it in but they didn't. I had to wait. They had to take me home and everything else. I think they could have done it differently since I had an appointment.

Southern Chevrolet has always provided excellent service and courteousness. I have had various things done there in the past from brake work to electrical and never had to return because something wasn't done correctly or didn't last. Cost is a deterrent, but I can't compare them to other dealerships because I have no experience with them. However, I feel their prices are probably comparable to other delearship service departments.

My wife and I were pleasantly surprised initially to look at the car we ended up buying a few weeks earlier. This experience was followed up by another better one when I came down to the dealership to have my car serviced for a factory recall. I seen a few dealerships that have this total commitment to servicing the customer. We will definitely be looking at future purchases with this dealership.

All of the sales people and finance people were courteous and professional.
The deal was VERY smooth. We are very happy with our purchase thus far (only one month ago).

The salesman was very informative but in a no pressure kind of way.