Harvey Cadillac - Service Center

What Do You Have To Do To Receive Superior Customer Service? Hi. It seems lately I just can't seem to find a dealership that is Superior in Customer Service. I will keep this short. The easiest and quickest way Hi. It seems lately I just can't seem to find a dealership that is Superior in Customer Service. I will keep this short. The easiest and quickest way to tell you about MY experience is simply that there was no communication from my service advisor and the service manager was very rude and condescending. I had just purchased a 2007 Hummer H3 with about 82,000 miles from an eBay supposedly top tier seller(that is another story). It had a radiator that had been JB Welded. I made my appointment. The day I was to take it do dealership, it wouldn't start to I had to call OnStar to tow it to Harvey's Cadillac. Well, they had it from Monday to Monday. And, it was $1670.00 worth of charges. This is why I have to rate it poorly. 1) My advisor was not very good at communicating. I usually had to initiate the phone call or email. 2) I had been Googling the problems I wanted the dealer to look at. When I mentioned them, I was told that I needed to stay off the Internet and let them do their jobs. 3) A couple of the items listed were never fixed. 4) When I talked to the service manager, he asked for the last for digits of my social security number. I still don't know why. When I asked about checking into the tire pressure monitoring system not working with OnStar's vehicle diagnostics. The service manager started saying, "Yes or No?' "Do you want to spend all this time trying to diagnose the problem and take your whole dash apart? Yes or No!". He was, to say the least, very rude. 5) When I would remember something else that I wanted them to look at since it was there, I was told that they had enough to do already. 6)I was supposed to get an account number to use with Harvey's Preferred Accounts. That never happened. 7)I tried to email my advisor as I need some new key fobs programmed and a couple of keys made and now almost three weeks later, they have never responded. 8)I had to subsequently go to another dealership as Harvey never called or emailed me back. 9) The other dealership has me hummer another $270 and has ordered in parts that Harvey's should have found wrong or fixed. And then another $10. 10) Again, I am a first time customer who just found out that I needed nearly $1700.00 to get it running properly and yet I get the disrespect of never hearing from them again? 11) The fact that after paying that amount, the window noise was not fixed and the driver's side speaker in the door is not working. I was told that the wiring on the driver's side had corrosion on some pins. And, no, the extended warranty that I purchased for almost $3000.00 wouldn't cover anything as this was all considered maintenance. 12) I guess I can say goodbye to the 5% or $80.00 that was to be applied to my Preferred Harvey's Account. 13) What irritates me the most is that I was very kind and nice and non-angry/aggressive person. That is why I don't understand the breakdown or lack there of, of communication. I haven't mentioned anyone by name as I am not sure if that is kosher to do so. Being a dealership with "Cadillac" in it's title, I expected much more in seeing Superior Customer Service. I think that my problem is, after talking it over with my friends, co-workers and family members is that because Superior Customer Service is what is mandated at my company and is monitored weekly by mystery shoppers who degrades our score if someone doesn't greet you with a smile and ask if there is anything they may help you with type of thing, I just expect or I guess I had hoped to enjoy that same type of treatment when I go some place. However, I guess that wish is going to be only in my dreams, sad to say. 14) I was also sent an online survey and even that response has not been addressed. No call. No email. Nothing. I don't know if the general manager knows about this. However, like the old saying, the apple doesn't fall far from the tree. I can't imagine that he/she doesn't know about this and must either have the same attitude or condone it for whatever reason. So, as consumers, our only recourse is to not give them any more business and spread the word to everyone we know to not shop there and to spend an hour or more taking time to write up a bad review to help others in making an informed decision as to whether to want to deal with this company. One day, I will find that one company that knows how to treat people in general with dignity and respect and that earns our trust to be a valued customer of their's maybe for life. Thanks for reading this and sorry it is so long. I probably left somethings out, but I think you understand the gist of the story. Have a great day! More