ComplaintsforPark Lane Chevrolet Cadillac Ltd.

• Initial Complaint

  24/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a week ago I noticed the floor was wet behind my driver's side seat and an awful smell in my car. My vehicle is 3 years old with 40k km. My wife called the business and they told her we don't have a warranty. We do and explained that we bought the $4000 extended warranty to protect the vehicle throughout its financing as we always do. The shop manager said very smug "nope 3 years or 30k km, you have no warranty, but I'll be happy to fix it out of your pocket" we argued and he stood his ground not even looking into it. The next day I went in with warranty in hand, still I received resistance. I told him there was now mold all over the back seat floor, the car smells of antifreeze, my windows are fogged up on the inside every morning and it needs to be remedied. quickly. He really didn't care. After finally looking into the warranty I was right. I have the extended warranty. But instantly this man told me this won't be covered without even knowing the issue. Told me he'll look at the car in 5 weeks. This was not good enough for me so I went in the next day where the service manager told me and my wife to leave. Literally tried to kick us out. We didn't.We spoke with general manager who had our car looked at for what they claim is diagnosis testing. They sprayed my car with water for 40 minutes then called me said "you got a leak somewhere, probably from when it rained we think it's your A post windshield seal but are not sure." I asked if pressure tests were done to see if there was a coolent leak amongst other questions dealing with diagnostics. The general manager kept smirking at me thinking it was funny I was asking these things. It seemed pretty obvious they did not want to help us at all and just collect money from us. In the end all they did was sprayed my car with water for $155 with no solution. The general manager used scare tactics saying water most likely caused a lot of damage and tried to sell us a new car. 3 times. This is wrong.

  Business response

  29/10/2024

  ****** and ****** visited the dealership due to concerns about a suspected coolant leak from their heater core, based on their online research. Although there was a miscommunication between my service advisor and ****** regarding whether she had an extended warranty, I addressed this directly with them and apologized on behalf of the department.
  ****** and ****** were asked to leave the dealership only after ****** swore at my Service Manager. I also explained to them that we are currently facing a shortage of technicians, which is contributing to longer wait times. While I understood their concerns about the five-week wait, I explained that we have other customers with serious issues who have also been waiting. Moving them ahead would be unfair to those other customers. I assured them that we are actively sourcing technicians to help reduce wait times and mentioned that this shortage is an industry-wide issue. In my office, they agreed and acknowledged the difficulty of the situation.
  Afterward, they showed me their vehicle, where I immediately noticed mold on the rear floor mats. I expressed my sympathy and, as a courtesy, had the carpets shampooed at no charge. I also mentioned that if they left the vehicle with us for a couple days, we might be able to work it into the shop sooner, which they agreed to. Fortunately, we were able to get it into the shop the following afternoon. I contacted ****** to authorize an hour of customer-pay diagnostic time, explaining that while their extended warranty would cover mechanical issues, it would not cover water leaks. They had hoped it was a coolant leak so it would be covered under warranty.
  Our technician performed diagnostic tests, including running water over various areas, to locate any potential water leaks, and found no indication of coolant in the vehicle. However, he did identify an area where water appeared to be seeping into the car. We completed this diagnosis within 0.8 hours and billed accordingly. I also provided ****** with instructions for replacing the part to allow him the option of handling the repair himself to avoid further costs.
  When I called to explain our findings, ****** immediately became aggressive, frustrated that we hadnt performed diagnostics specifically for a coolant leak. I clarified that we found no evidence of a coolant leak but was hung up on. Later, ****** texted to say they were coming in to pick up the vehicle and wanted an in-person explanation. I stayed 25 minutes past closing to provide this. Despite my explanations, they remained upset, questioning why we hadnt pressure-tested the coolant system. I explained that, without evidence of coolant, a pressure test could lead to unnecessary additional costs.
  I offered them a new 2025 model with equivalent warranties and protections at a lower monthly payment, to give them an option of walking away from their frustrations with their 2021 vehicle. They declined, noting they were close to paying off their current vehicle, which I respected.
  Given their repeated disrespectful and inappropriate behavior toward our staff, I do not foresee a path forward for continuing service with ****** and ******.

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