Courtesy Cadillac

Independence Day Nightmare On July 4, 2019, I purchased a 2017, Cadillac Truck Escalade (VIN 1GYS4DKJ1HR267112) from Courtesy Cadillac, in Louisville, KY. Upon meeting my Sales On July 4, 2019, I purchased a 2017, Cadillac Truck Escalade (VIN 1GYS4DKJ1HR267112) from Courtesy Cadillac, in Louisville, KY. Upon meeting my Sales Professional, Frank Ready; immediately I explained, that I am an Active Duty Service Member in Kentucky, for training purposes for only two months, and currently reside in Madison, Alabama. I asked if there would be an issue with purchasing a vehicle from a different state, and he expressed, that would not be a problem. Unfortunately, there were several complications with this automobile purchase. All business transactions following that moment of excitement of purchasing a beautiful Cadillac, quickly diminished. The level of professionalism, courtesy and most importantly, the way I was treated was very unpleasant, dehumanizing, and offensive. I have purchased new, used and leased vehicles from all over the world, and the first time I choose to purchase from the Cadillac inventory was the worst experience, I ever encountered. The purpose of this letter is to inform Cadillac of a local dealership, that is obliged to uphold the branding and image of a legacy of one of the oldest surviving brands in our nation. My dreadful experience began with receiving a soiled vehicle from the dealership. I had to ask the Sales Professional to present me with a clean vehicle, which in my previous car buying experiences, I have never asked a dealership to clean a vehicle before handing over the car keys. The manager complied and drove the vehicle to a local ($10.00) drive-in car wash. As a result, I was not satisfied with the two minute car wash, hence, I returned the following week for a full detail car wash by the dealership’s employees. After, receiving my vehicle “cleaned” from the establishment, I was not pleased with the task performed, yet I did not address this issue, because of a larger concern. I reached out to my Sales Professional and explained my dismay with the maintenance of the vehicle, and follow-up on a part, that was agreed upon during the vehicle purchasing contract. I returned the vehicle on July 9, 2019, for their service department to conduct an inspection on the vehicle. I received my invoice with notes reporting “Clean for Delivery” from the service department (Matt Treiber). Returning back to my home state of Alabama, in late August, I went to the local DMV to register the vehicle, under the assumption, that required documents had already been mailed/faxed to them, and entered into Alabama database. After standing in line for over an hour, was informed, that paperwork had not been received from dealership. After returning back to work, and placing numerous, non-responsive calls to Sales Professionals at Courtesy Cadillac, and failed efforts to obtain and locate data for several more days. I was very unsettled and angry with the amount of energy consumed; and personal time exhausted, waiting to receive my much needed documentation from the dealership, in order to process registration for vehicle, and obtain Alabama tags. Ms. Tina the Finance representative/Assistant Manager, informed me, that “she forwarded /mailed paperwork overnight delivery.” However, I never received parcel until the following week, and the documentation received was Calculated Incorrectly for Alabama Sales Tax, and check amount enclosed - (Second Visit) deemed insufficient by DMV personnel. At this point I was deeply troubled because the temporary tag, that Courtesy Cadillac provided, would soon expire. Additionally, attempting to factor my hectic work schedule to make arrangements to go back once again, to the Department of Motor Vehicles, to handle this time sensitive transaction, I called everyday reminding Frank; Tina, the front desk representative, and whomever else would answer, that I did not receive their second overnight delivery. As a customer; the dealership’s staff, made all interactions extremely difficult, tiresome, playing phone tag, not returning calls, fraudulent, lack of trust exhibited, extreme poor customer service skills, and no concern displayed in completing/finalizing a sale, or satisfying a customer. Future sales always depends on current salesmanship given to present clients, and long term growth harvested, pending endorsement of previous satisfy customers. A sale is never complete until all promises are met; signed, sealed and customer satisfaction rendered. In reference to mailing correspondences to my home address, I have not received to-date, the correct part for the passenger side door, as noted in bill of sale. I contacted the dealership when the first incorrect part was mailed, and was told by Ms. Tina, “she would guarantee, that the correct part would be resubmitted,” and to mail back the incorrect part. A second parcel was delivered but it contained the same incorrect piece. The requested/correct part, which was agreed upon in the vehicle purchasing contract is for the Passenger Front Door. To add further insult to this mistake, I was charged three dollars and fifty cents, due to lack of postage provided by dealership. Lastly, the most disturbing aspect is the Maintenance Service Statement provided for the vehicle. I delivered the vehicle to the dealership for inspection and received an invoice, that it was Clean for Delivery, and approved by: Matt Treiber (July 9, 2019). However, within two months of owing the vehicle, I had to purchase front brake pads due to an inspection report of “Metal to Metal” brake shoes. I am very disappointed and perturbed, that after receiving an invoice reporting “Clean for Delivery,” that I was sold a vehicle with brake shoes, that had worn through ALL of their friction material. Courtesy Cadillac placed my Family and I in danger, especially, being aware, that I had to travel a long distance in this vehicle with an infant, and an elderly woman to my home state. I understand Cadillac prides themselves on their mission statement: “Our mission is to earn our Customer's loyalty by delivering sales and service experiences with high quality, excellent value, integrity and enthusiasm. We will function as a team, work ethically, and focus on meeting and striving to exceed the expectations of our Customers”. I assume Courtesy Cadillac nests their mission statement with Cadillac, yet what is the reason of the mission statement if it is not defining the organization’s core purpose. More

My xt5 service Charles was very professional and knowledgeable. He also kept me informed of the progress of the service being performed. Service completed in just Charles was very professional and knowledgeable. He also kept me informed of the progress of the service being performed. Service completed in just a little over one hour. More

great service Sorry I say enough about how wonderful I was treated during my recent purchase. I had to leave town for approximately a week and when I returned the p Sorry I say enough about how wonderful I was treated during my recent purchase. I had to leave town for approximately a week and when I returned the personnel pick up where we left off. I appreciated the honesty and the offer to take the vehicle home even before the purchase was made. More

Deception and Senior Fraud I sent this email to Courtesy Cadillac: To Whom It May Concern, This past Wednesday, my father visited the service department for a routine oil I sent this email to Courtesy Cadillac: To Whom It May Concern, This past Wednesday, my father visited the service department for a routine oil change and tire rotation. While waiting, he walked into the showroom to say hello to his sales person. While there, the sales person introduced him to one of the owners who said to him "We're going to sell you a car today". My dad's reply was, "I just bought one earlier this year" to which they responded, "Make us an offer". My father thought for a few minutes and offered his existing 2018 XT5 plus $2000 for a 2019 model XT5. After about 20 minutes, the offer was accepted, the paperwork completed and he left with his new car. Upon reviewing the paperwork yesterday, he noticed there was an additional $11,000 added to the finance! He immediately called the dealership to speak with the owner(who has yet to return his call). Finally, the salesperson told him to bring the car and paperwork back to see what they could do. When he arrived, his first response was asking for his original car returned to him to which he was told "they didn't know where it was". His next response was to remove the additional $11,000 which they refused to do. Ultimately, some of this amount was removed, yet this was not the deal that was agreed upon by the salesperson and the owner. Over the years our family has bought multiple vehicles from Courtesy Cadillac, Lexus of Louisville, Swope Infiniti, Swope Honda and Toyota of Louisville. It appears at this point, this vehicle will certainly be the last. He went to the dealership because we had always been treated fairly and honestly and he trusted the people he had dealt with previously. It is apparent this is no longer the case as this past visit was far from this. As local business people ourselves, we stand behind our word with people. This is the honest and honorable way of doing business. After many years of doing business with the Sam Swope Auto Group, this honest and honorable way of doing business no longer seems to be in place. Sincerely, Kelly Lurz from Courtesy Cadillac called to discuss this issue. Her initial tone was a bit condescending and she had stated there was not much she could discuss since there was a contract in place, which I agreed with her. I discussed with her that we would like to come out there to just return their car to them and get back his old car and her reply was, "I will see you soon". Upon arriving she was waiting for us and proceed to take us into one of the offices. Once there, we talked for a minute and Kelly, who has only been at the dealership since Monday, said to me "It is a shame that car dealerships do the right thing and still always get accused of being dishonest and a bad reputation". Kelly then left the room. Shortly after this, Kelly returned with the salesperson Frank and the finance person (who’s name was either PJ or Michael Menslage, I am honestly so frustrated with this process I cannot remember and he did not have a business cards). This person I must say was NOT pleasant and had quite a nasty attitude. We discussed the original deal of the 2018 XT5 and $2000 and his response was “we went over the numbers and all was fine”. We discussed that to resolve this issue, we would like to have the original car back in exchange for their car. We were told that this was not possible “as our books closed at midnight”. We asked again why this was not offered yesterday, they claim it was but we explained this was not the case, because had it been, we would not be sitting here. We once again discussed the deal of the 2018 XT5 plus $2000 that was agreed upon between Frank the salesperson and Adrian Miron, the general manager. As they gave me a bottle of water when I arrived, I used the analogy “You want to sell me that water and I’ll give you a half empty bottle and $1, and we agree, I would expect that’s the deal. I don’t expect you to then empty out some of the water and fill it with something else.” We went round and round with them all to no avail. At this point I expressed how disappointed we are and that we are also business owners and it is not how we work with people and after these many years, never expected Courtesy Cadillac to act in such a dishonest and dishonorable way especially if they want to “make things right”. The last thing we were told was “we made a deal and it’s done. You cannot have the old car back”. I doubt that all of the former Sam Swope Auto Group dealerships operate in this way, but one thing I am sure of is that Courtesy Cadillac does. As Kelly stated in her initial statement as to why she “does not understand why car dealerships to the right things but still get accused of doing the wrong things”. I can only say that they should look in the mirror and they will certainly have their answer. I will and I would suggest that you and anyone you know stay away from Courtesy Cadillac. Not all automobile dealerships work this way. There are plenty out there that are honest and reputable, but Courtesy Cadillac is not one of them. More