Findlay Cadillac - Service Center

I am beyond frustrated with my experience at Findlay Cadillac. I took my car in for a misfiring cylinder (11/15) and ended up in an exhausting ordeal that included the need for an entirely new engine an Cadillac. I took my car in for a misfiring cylinder (11/15) and ended up in an exhausting ordeal that included the need for an entirely new engine and turbos. I had an extended warranty, but the way they handled the entire process was nothing short of anxiety-inducing. First, they made it seem like my warranty might not cover the repairs and that I would be responsible for nearly $21000 in repairs. After going home and reviewing my warranty details, I found out that it clearly covered all engine and turbo issues. So why the mind games? Then, they tried to argue that I hadn't properly maintained my vehicle, saying I had gone 18 months without an oil change. That didn’t even sound remotely correct. Fortunately, I kept every single receipt, so I was able to send them the necessary documentation. Despite providing proof of my proper maintenance, the warranty company initially denied my claim due to a simple mistake made by one of Findlay’s employees who mistyped my VIN! A typo which could have cost me $21000 had I not kept my receipts. Eventually, this did all get worked out and approved. As if that wasn’t stressful enough, the rental car situation was a nightmare. The warranty company only covers 10 days of rental car expenses, but by the time my car was finally approved for repair, I was already well past the 10-day limit. This meant I was potentially facing an $800 rental fee. On day 15, I decided it would be best that I return the rental car (another stressful process that took nearly 2 hours!) When Cadillac gave me a loaner car to use, it had nearly 2900 miles on it. They told me not to drive it over 3000 miles. OMG With a daily commute of over 40 miles, I was left with no option but to return the loaner as well! I was literally out of options. I will give Cadillac credit that they did, in fact, not charge me for the rental. The repair process was equally dreadful. When they finally got around to approving the repairs (12/3), they assured me that they could have the new engine installed in a week. Well, that was just more empty promises. The engine took over THREE weeks to arrive, and when it did, they sent the wrong one. As of 12/23 the correct engine was still in Michigan. Tracking put arrival of the engine at 12/27. They boasted that they could assemble the engine in 8 hours, yet it still took a solid two weeks (with some holidays in between) for my car to be ready. Trying to get updates over the two month period was a chore in itself. I truly understand that I am not the only customer and expressed that a simple email or a text update would suffice if they were too busy to call. I don’t understand why I have to ask for a manager (Jose who never once picked up the phone) just to get a simple update. In the end, I felt like I was forced into a corner, and I had no choice but to buy another car. (Only to be told “oh we would have worked something out with another loaner” after I picked up the Cadillac.) The lack of communication, the stress, and the constant runaround were absolutely exhausting. It was a nightmarish process that took far longer than it should have, with zero respect for my time or well-being. I would not recommend this dealership to anyone, especially for major repairs. Their poor customer service and mishandling of the situation made an already frustrating problem ten times worse. I loved my CT6 Platinum which had every feature imaginable in a vehicle. The engine needed replacing after 35000 miles. I highly recommend anyone to buy an extended warranty because it literally saved my wallet! I would have kept the car if I didn’t have to deal with Findlay and the lack of loaner cars for service. The last mind game was being told that I probably wouldn’t get a refund from the warranty company when I cancelled it because I had such a large claim. Well, I did get a refund and I have nothing but positive things to say about Barbara in Finance. More