The complaint has been investigated and
resolved to the customer's satisfactionResolved Cadillac — Customer Service
resolved to the customer's satisfaction
On 4-3-09 I took my father cadillac to Napleton's for Service, and was extremely un-happy with the level of customer service. My father who has been a loyal GM Cadillac owned had purchased the vehicle cash from this dealership in 2001. It was his gift upon retirement. Shortly after opurchasing the vehicle he experienced problems, but being a loyal customer each time would deligently return to express his concerns with the mechanical difficulties, only for them to go un-warranted. When his health statred to decline, he didn't drive as much but made it a point to still drive his car short distances each day, he loved his car. He kept it in his garage and made sure to keep up with his sch'd maintainence. Currently my Dad is in the Hospital and I while in town have been driving his car and handling his affairs. During my visit while going through his records I noticed that he had recently at 20, 000 miles had pads replaced and at only 10, 000 miles had to have a tail lite replaced. Also I noted that my father had purchased an Extended Warranty via a company that was given his information by someone within the GM company because they were supplier with VIN # in their letter to him and all other info. regarding the delivery of his vehicle purchased. The company name on the Warranty is "Extended Care Protection" SP Secure Pro [protected]. Basically after careful review of the warranty I was sickened that GM would give my Dad's info. to such an un-reprehensible company that obviously prey's on Senior Citizen's that aren't as able to read between the lines on a contract. After careful review I COULD NOT FIND ANYTHING THAT WOULD BE COVERED. So my father who PAID cash of $35, 000 for a Cadillac from Napleton's in Calumet City that had trim coming off and mechical problems almost from the start...now also purchased an extended warranty for 1554.00 twice to extend it, that wasn't worth the paper it was written on. VERY SAD. While in town I thought that perhaps I could take the car in to Napleton's to get someone there to address the issues with my fathers vehicle, and get some symbolence of cust. serv. The problems now had now escalated to smoke coming out of the vents on my way to the dealership, radio display lites failing and vehicle stopping while driving with no indication of any mechanical problem via dash lites etc. Only to get there and be TREATED VERY POORLY. No one there seemed to understand the term CUSTOMER SERVICE, when you purchase a Luxury Vehicle you expect a different level of comittment from the Sales and Service Staff...NOT HERE. I am sorry but it appears very ETHINICALLY MOTIVATED, which is very dis-heartening. Napleton's of CC appears to have a very matter of fact attitude towards how they handle their customers, at one point one of their service staff actually laughed at me when I asked for the General Managers name because I wanted to complain. When they called me back to tell me what was wrong w/my Dad's car the list was un-believable the CRANK SENSOR 552.00, BLOW MOTOR 540.00, RADIO EXCHANGE 482.00, LEFT TIE ROD 235.00 + Front end align. cost. None of these thing should be going out on a vehicle that has less than 24, 000 miles less of all a LUXURY VEH. which is what Cadillace used to be. Also I was told to even look a the car it would be 110.00 which I feel is out-rageous. I could understand that if I was merely bring in the car for a routine maintainence visit but I bringing in a vehicle that not only has 3 MAJOR MECHANICAL MALF. THAT ARE ALL AFFECTING THE OVER-ALL PERFORMANCE OF THE VEHICLE BUT NEVER SHOULD ALL THESE THINGS BE GOING WRONG AT ONCE WITH THIS MILEAGE...PERIOD. tHE MANAGER OF THE SHOP said this was normal, when I looked at him and said on a Cadillac he said yes...REALLY. WOW. His reasoning is that because my DAD didn't drive lond distances in the car that these items had merely DRY ROTTED..."THE RADIO" PLEASE. MY HOPE is that GM CADILLAC CUST. SERV. can resolve this issue other-wise I WILL CONTACT MY ATTORNEY FRIENDS IN LA TO GET SOME JUSTICE FOR MY FATHER. This SIMPLY should not be the way Cadillace Treats it Customers...Especially in todays Economy. Please repond to my concerns ASAP as I need to know how to proceed with the above mentioned concerns. Thank You in advance for your quick response and deligent action.