New Reviewer

Unethical Auto Dealership

Crest Cadillac Of Brookfield - Unethical Auto Dealership
Are you planning to spend 50 or 100,000 dollars on a new or used vehicle? Please read this first! My husband and I purchased a one-year old Escalade from Crest Cadillac and couldn’t be less happy. It is my nature to want to provide feedback that will prevent another individual from experiencing what we have. Since I too was on the purchase agreement, here is my opinion of the events that occurred. About our vehicle… We’ve had it just over a year and it’s been in the shop over 70 days for things like driveshaft replacement, rear differential repair, front differential repair, 4 coil springs, 4 shocks, all tires, a steering column, many seat components, a multitude of electrical problems including park assist that doesn’t work in freezing temperatures and an engine that ticks so loudly that I sometimes need to turn it off to have a conversation in a drive through. It’s as if the vehicle has 200,000 miles on it. Here are some things to think about when you start your search for a vehicle. First, pay less attention to a 5-star rating and focus on 1-star ratings. While it’s admirable for someone to give 5 stars because a salesman set up blue tooth on a new car or a lube technician topped off the washer fluid during an oil change, these ratings do little to show the integrity of the business. The salesman or lube technician will not be there if things “go South” with your vehicle. The dealer’s response to negative feedback will indicate whether or not they will be there to support you when you need it. A dealer’s response of “we’ve submitted your concerns to the manufacturer on your behalf” is their way of shutting you down. The first thing that the manufacturer will tell you when you call is that they have no control over the dealership. If you decide that you still want a particular car, please do your homework! First, many smart phones have audio recording capability. Wisconsin is a “one-party consent” state so feel free to press record if you’re part of the conversation. This might help you to remember details if things go wrong later. Second, people are too comfortable with a CarFax report, thinking that it is a be-all and end-all of informational documents. In reality, a savvy entity can easily manipulate how information is displayed on the report (i.e. “vehicle serviced” instead of “engine replaced”). Major repairs can be made to your vehicle and not reported (as was the case with the engine replacement on our vehicle). Major damage from an accident can be repaired by a facility and not reported, especially if the police or an insurance company were not involved. Don’t assume that your vehicle is too new to have had this happen. (we did and it cost us!). Politely ask the dealer to see the warranty repair history as this may indicate problems with the vehicle. As always, ask to take the car to an independent repair facility for a second opinion before you sign any purchase agreement. A trained, independent technician should easily be able to recognize potential problems or even see repairs that have been made. He may even have knowledge of your model’s common problems and since he’s independent, he stands to lose nothing by telling you the truth. If the salesman asks you to put a deposit on a vehicle before he'll accept an offer, or let you test drive the vehicle... RUN! (We didn't and it cost us) With this said, please visit Crest’s Facebook review page and look for my husband’s review. You’ll find pictures and video of problems that have plagued us on our almost $65,000 pre-owned vehicle. Crest has told us to not bring the vehicle back as they will not service it regardless of its warranty status.
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ID
#1231397 Review #1231397 is a subjective opinion of poster.
Location
Brookfield, Wisconsin
Product
2015 Cadillac Escalade Car
Cons
  • Arrogance of their staff
  • Quality of their work
  • Quality of my vehicle
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
New Reviewer

Resolved: Bad Escalade

Crest Cadillac Of Brookfield - Bad Escalade
Crest Cadillac Of Brookfield - Bad Escalade
Crest Cadillac Of Brookfield - Bad Escalade
Update by user Jun 05, 2018

Dealer took care of all concerns.

Original review posted by user Mar 15, 2018
I purchased a 2015 Escalade from Crest Cadillac (Brookfield WI) late in 2016. I immediately began having mechanical problems with the vehicle. On one of my first visits to their service department (after my then recent purchase) I was told by Aaron, a service writer, that they wouldn’t be able to fix a problem because the vehicle had been in an accident. This was troubling because I had received a clean CarFax report with my purchase of this Certified Preowned SUV. I contacted Tom Renner, the used car manager, and met with him to try to determine what would be done about this. At one point, he offered to buy the vehicle back for $12,000 less than I had paid for it just a few months earlier. This was so offensive to me that I rejected the offer, although now I realize that I would have been much better off to take only a $12,000 loss. At the time it was difficult for me, knowing that my wife and I had worked hard to save for our dream car. Tom Renner later back peddled and denied that the vehicle had been in an accident. The next few months brought many service visits. Many would turn into multiple visits to repair the same issues previously addressed. Frustration finally drove me to visit a different dealer due to one of many problems that Crest claimed they couldn’t duplicate. The other dealer promptly replaced the steering column, which resolved one of the issues. During this visit I was also told that the engine had been replaced prior to my purchase, which, he explained was the reason the front of the vehicle appeared to have been damaged by an accident (The front of the vehicle was removed to replace the engine). This was news to me, as these facts were never disclosed. I was also told that they had never seen a vehicle with the number of repairs that my vehicle had and he suggested that I take it back to Crest for service (in other words, it was Crest’s mess). I went back to Crest determined to make the best out of a really stressful situation. While driving loaner vehicles, I realized that a lid to a rear compartment was never included in my purchase. This was a problem for me because items would fall into the compartment while driving (and then fall out of the hatch when it opened). I asked the dealer about this part and they told me I could purchase it if I wanted, but I would have to purchase the entire compartment (not just the lid) as the components couldn’t be separated. I picked up and paid for the work only to find that the technician had just replaced the lid. (he later told me he was trying to save his boss some money). He then proceeded to take the vehicle back into the shop to install the rest of the parts. Another issue that I’ve been trying to get repaired since the second month of ownership is a safety feature of the vehicle. The park assist doesn’t work after the vehicle gets wet and temperatures are below freezing. I made a special trip on a Saturday this past January while the problem was occurring. The service writer asked me to pull it into the service bay so that he could look at it. After walking around the spotless vehicle to verify that park assist sensors weren’t blocked, he showed me how to turn off the park assist system stating that doing that would take care of the problem. I told him that it wasn’t acceptable to turn off a safety feature and that I wanted it repaired instead. He set up an appointment to bring the vehicle back later in the week but temperatures were above freezing at that time and the system was functioning. The most recent visits were for seat heater problems. These too were issues addressed previously. I would pick up the vehicle, drive for a day and the heater would fail. After the third attempt to fix the seat heater and while the vehicle was locked at my residence, the alarm went off at 1 in the morning. It wasn’t until the following morning that I realized that part of the seat had fallen off and set off the alarm. I took pictures to show that the technician had damaged the part while working on it and instead of replacing it, had used silicon to try to “glue” it. The dealer did order a new part to replace it, Following the most recent issues, many visits and replaced parts not mentioned here and after over 70 days without my car in the last 16 months I decided to seek help from Cadillac corporate. Cadillac was quick to inform me that they cannot force a dealer to help a customer and that Crest could just “turn a blind eye”. This became reality yesterday when the Cadillac senior advisor left a message stating that Crest would not be willing to service my vehicle going forward. My worst nightmare had happened; the dealer had retaliated because of my complaint. I have done nothing wrong, have been kind and considerate to Crest service personnel (even leaving positive feedback for them) and have tolerated more than any customer should have to. I now have a very expensive SUV that is perpetually broken, and even though it is under factory warranty, will likely have to pay out of pocket for repairs. Please beware of this dealership as I would not wish this misery on anyone.
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Resolved
ID
#1211296 Review #1211296 is a subjective opinion of poster.
Location
Brookfield, Wisconsin
Product
2015 Cadillac Escalade Car
Cons
  • Service responsibility
Reason of review
Poor customer service
Loss
$20000
Preferred solution
Let the company propose a solution

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