We hate Capitol Cadillac, Dublin, OH.
December 20, 2014 To Whom It May Concern: We love our new Escalade and we hate Capitol Cadillac. With the exception of John Pruitt, David Lloyd and the two receptionists who treated both my wife and me with the utmost of respect and kindness, we had the most horrendous experience either one of us has had in purchasing a car or any other sales item in our adult lives. It was a nightmare that continued for 174 days. It started on 6/11/14 and ended on 12/1/14. In 2013 we started shopping for a new Escalade. We did not like the 2014s, so we decided to wait to purchase a 2015. In June of this year, we visited Morris Cadillac in North Olmstead, OH. We have a home in Bay Village and we had heard good things about this dealership. We stopped at Morris Cadillac and saw a 2015 dark granite Escalade that we immediately fell in love with. Mark Yonke, the sales representative who took care of us, gave us a price that included a trade-in of our 2005 Escalade. We told Mark we would be back in touch after we checked with our local dealership in Dublin, OH, which is close to our primary residence in Worthington, OH. Mario Paliotto, a salesman at Capitol, told us he could get the same Escalade for $69,212, approximately $5,000 less than Morris, but we would have to wait for one month for delivery. Considering the substantial savings and the fact that this dealership is only five miles away, as opposed to 120 miles, from our primary residence, we accepted his offer and gave him a deposit of $2,000 on 6/24/14. When I asked Mr. Paliotto to have this documented, he told me the credit card receipt would be adequate. This transaction was approved by the sales manager, Rick (?). Around 7/20/14 I went into Capitol Cadillac and asked what the progress was on our Escalade. I was assured it was on the assembly line but that it might be a little longer than expected. I told them that we had a trip planned to Toronto in late July and that we would check back with them when we returned. I was assured that the trade-in of our 2005 Escalade would not lose value. I called back in the middle of August and when I asked to speak to Mr. Paliotto, I was told, "He is no longer with us." I explained my situation and was connected to Rick (Sales Manager), who assured me that because of all the large number of recalls General Motors was experiencing, my car was taking much longer than originally expected. I told Rick (?) that we were taking a trip to Myrtle Beach and would give him a call when we got back. Once again he assured me that the original deal would be honored and that the dealership felt horrible about my inconvenience and appreciated my patience. While in South Carolina I called Capitol Cadillac and asked for Rick (?). I was told, "He is no longer with us." My call was directed to Patrick O’Donnell. Mr. O’Donnell informed me that my car had never been sent to the assembly line in Texas. I set up a meeting with him when I got back from South Carolina. Mr. O’Donnell told me that he could not guarantee a date for my car to arrive, but he offered me a black Escalade that was due to arrive at Capitol Cadillac by the end of September. He told me that the sticker price was about $6,000 more than the car I had ordered but assured me that we could negotiate a price somewhere in the middle. On September 30, we received a call announcing the arrival of the black Escalade. Mr. O’Donnell told me the price would be $8,000. more than the car I had been waiting for and when asked about the conversation we had had earlier that month about the "negotiation," his response was that he could sell it tomorrow to someone else and that I would be doing him a favor if I chose not to take it. I told him I would wait for the car that was still on order. I asked him to sign his name to the price that his dealership had offered me on 6/17/14, which had been $67,212 after the $2,000 deposit that they had cashed back in June. His signed offer on 9/30/14 was $68,985. Not a happy couple, my wife and I left the dealership asking them to call us when our car arrived. I would like to point out that all of the prices mentioned have been *out the door" prices ( tax, title, etc.). On 12/1/14 I went in to pick up our new car, the car exactly like the one we could have driven out of the lot in North Olmstead back in June. I sat across the desk from John Pruitt, the sales person who had been given the task of finalizing the deal. I showed him the price and signature of Mr. O’Donnell and told him I was ready to write a check and bring an end to this less-than-comfortable experience. He gave me a troubled look and told me he would have to talk to Pat about the discrepancy between the price Pat had shown him and the price Mr. O’Donnell had signed his name to at the end of September. The "new" price of the car was now $74,391.59, minus my $2,000 deposit, bringing the total price to more than we would have paid on 6/11/14 in North Olmstead. I asked Mr. O’Donnell how he could not honor the price he had signed his name beside, and he just looked at me for an uncomfortable period of time and then walked away, never to be seen again. After another long wait, Jeff Weaver entered. Mr. Weaver basically told me to take the deal now offered or leave it. I asked him where customer satisfaction entered into this entire scenario? His response to me was that customer satisfaction is not a concern. For him it’s all about the "bottom line with General Motors," which I understood to mean the money. We enjoyed our 2005 Escalade and I am sure we will have many enjoyable years with our 2015 Escalade. We love our new Escalade. We hate Capitol Cadillac. Sincerely,
Reason of review
Poor customer service
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