Clay Cooley Auto Group

I would like to begin by stating that I purchased my vehicle from Garland Cadillac two years ago and have only driven it for 4,000 miles. Since the first day, there has been a persistent musty odor coming from the vents. After conducting extensive research, I decided to have it fixed. During my research, I came across several Technical Service Bulletins (TSBs) that addressed the issue. Specifically, TSB PI1408b seemed relevant, so I presented it to the service department as my request.

On May 27, a Wednesday afternoon, I took my vehicle to the dealership and spoke with the service advisor, Kolton Durrant. I explained the issue and provided him with the TSB, including pictures and part numbers, as well as the associated labor time. Kolton informed me that there would be a diagnostic charge of $195, but it would be applied towards the service if I proceeded. The following day, I received a link to review the suggested price for the repair, which amounted to $1,900 without any itemized breakdown. I immediately emailed Kolton, requesting a detailed breakdown of the charges, but did not receive a response. However, when I called, we agreed that I would order the necessary parts and return to the dealership to have them installed, with me covering only the cost of the parts.

Upon returning to retrieve my car, Kolton had the paperwork ready and took me to the parts department. A lady had me sign some documents, but they did not explain anything clearly. I paid a total of $1,212.27 on my American Express card. As I have been taken advantage of in the past, I am cautious about prices and researched the parts they charged me for. To my surprise, they billed me $452.55 for a part labeled as #[protected], which is the applicator tool used to install the cleaner. It is baffling why the customer should have to pay for Cadillac's tools. Consequently, before the parts arrived, I called the parts department to question this charge. Manager Joe Adams from the Service Department called me back and immediately acknowledged that it was a mistake and I should not have been charged. I then proposed that since the TSB specified 2.7 hours of labor, we could apply that value towards the outstanding balance, to which he agreed. He instructed me to ask for him when I came to pick up the vehicle.

On Tuesday, May 30, I returned the car to the dealership after confirming that the parts had arrived. However, on Wednesday afternoon, when I called to check the status, I was informed that they were still working on it and it wouldn't be ready that day. After waiting a few more hours, I called again and spoke with Joe Adams. I asked if they could deliver my car to me since I had no means of transportation, but he informed me that there was an outstanding balance and they could not accommodate the request. This was the first time he mentioned the total cost being $1,900 and insisted that I had to pay the difference to retrieve my car. He completely disregarded our previous discussion about the tool charge and the possibility of a refund, considering the minimal labor time required for the repair. The tool had been priced at $452.55, and the $195 diagnostic fee should be removed. However, Mr. Adams continued to argue and even hung up on me three times. During the third call, I informed him that I would escalate the issue to higher authorities, including the corporation and the Better Business Bureau (BBB). He responded by saying I was taking money out of his pocket and suggested I come get my car without owing anything, implying that we part ways as friends and never cross paths again. At that point, we ended the call.

Approximately an hour later, I received a call from Damien, informing me that the car was ready. I had their shuttle service pick me up, and upon arrival, I collected the key and paperwork from Damien before leaving.

I don't seek any compensation; my sole intention is to bring to your attention the unethical practices of your team at Lonestar Cadillac. When caught, they are quick to respond but only to justify their actions until a report is mentioned. I will make it my mission to ensure that Joe Adams and Lonestar Cadillac receive the attention they deserve by making people aware of their behavior.

To summarize, the team at Lonestar Cadillac is engaged in coordinated efforts to profit by taking advantage of customers. I will attach all the relevant documents to provide evidence of the charges and the fact that the disputed part is, in fact, a tool. As Cadillac is a large corporation, it is disheartening to think that such practices are condoned. While I understand the objective of making a profit, resorting to shady tactics is not the way to do business. I will do my part to prevent them from treating anyone else in this manner. Ethical conduct is a crucial aspect of running a corporation, and it appears that your manager and employees have failed to uphold these principles. They must have learned such behavior somewhere!

I hope that this information negatively impacts your rating on the BBB platform.