Heyward Allen Cadillac Buick GMC

Heyward Allen Cadillac Buick GMC responded

I am sorry to hear about your experience with us during the purchase of your son’s vehicle. I was not the sales person or sales manager that worked your deal. However, I did step in to assist with the final paperwork and signatures after your sales consultant Ken had to leave to take his daughter to the airport. I understand there was some confusion with him leaving early and when the store closed. I know you spoke with our used car manager about the pricing and the vehicle’s condition and those issues were resolved prior to your son signing the paperwork with me. There were a lot of questions I answered on the contracts and gave ample time for you and him to be comfortable. You made several calls in and out of the office, but we accommodated this and only moved forward once you were comfortable with everything. I addressed the cleanliness issues you raised by personally detailing the car a second time before your son took delivery. I am sorry to hear that even after I was involved you were not satisfied with you and your son’s experience with us. If you would like to discuss this further so we can hear your side and find ways for us to improve for other customers. You can reach me at 706-549-8580 and ask for Jon Barber.

Q responded

The delivery of the vehicle wasn’t done properly. Yes, we stepped out and got on the phone to handle business associated with the vehicle. Jon, before doing so, we fully informed you of the reason why. We weren’t going to sign paperwork stating we’re taking full possession and liable for all damage to the vehicle. Before calling the insurance company. Ensuring the vehicle was fully covered and documents were provided and sent over to you. What I mean by delivery of the vehicle is this. We called a day before stating that we were going to come and pick up the car with the payment in hand. You all were aware of how far we had to travel to get to your dealership. The car was supposed to be professionally detailed by your paid staff. On top of that the gas tank should have been filled up as a courtesy to your customer for choosing to buy with you, with the company gas card. Once we arrived Ken could have respectfully allowed us to properly inspect the vehicle to make sure everything was ok. I understand that he had a very important destination to be at in a specific timeframe. As I explained to Ken very clearly. I didn’t have a problem with that. I informed him it’s ok, if he handed the deal off to another salesman to finish. They could split the commission to be fair to both parties. However, he refused and went on to help another customer. Leaving us to test drive alone and figure out how to work the technology and function of the vehicle alone.” I’m sorry that you all felt I didn’t have the right to check everything out before handing over the check and signing the paperwork.” That’s just not how business is done. Yes, in fact the manager David kindly lowered the price to fit our needs. Yes, Ken and everyone was pleasant and helpful over the phone. Yes, my son liked the car. We truly appreciate the generosity and that’s why we chose to do business with you in the first place. That’s the reason why we drove over 3 hours passing many other dealerships. But please take into consideration that all of that changed once we arrived. We were treated completely differently and that’s what really counts. Your face-to-face customer service is also the representation of the company. So therefore, one star is for the pricing of the product. Two of the stars would have been for the overall customer experience. Another star for the delivery of the vehicle. If you went over and beyond that would have been 5 stars.

Heyward Allen Cadillac Buick GMC responded

Nick, thank you for taking the time to address these issues with me personally. I know we made some mistakes along the way here, and for that, we're truly sorry. We made some honest mistakes but more importantly, we made some bad decisions. We have addressed those decisions with all parties involved. I wish we could redo this scenario, but thank you for the opportunity for us to address it properly. Kris Wall, GM.

Heyward Allen Cadillac Buick GMC responded

We have already reviewed this issue with the customer. The customer agreed to take down the review on Google and we expect the same to happen on other platforms.