Kunes Chevrolet Cadillac of Delavan

NEVER bring your vehicle here to have service done, period! Short version: The staff at Kunes Cadillac is COMPLETELY and TOTALLY INCOMPETENT. My experience in dealing with Ben, their "service profess period! Short version: The staff at Kunes Cadillac is COMPLETELY and TOTALLY INCOMPETENT. My experience in dealing with Ben, their "service professional," was completely unacceptable. I would rather pull my hair out and bang my head against the wall than have another conversation with this man. I know children with more common sense and manners than he possesses. But, enough about the staff, let's get down to the actual service. Service: My vehicle was in their possession for over 2 weeks to get an oil change, rear rotor changed, ABS sensor, speed sensor, a spare tire cover, and diagnostics. Which, in itself is completely unacceptable. When my vehicle finally departed, it still had a bad shake and noise coming from the rear. After being driven 65 miles, the answer came about: THEY DIDN'T TIGHTEN MY LUG NUTS AND LEFT ONE OFF!!!!!!!! The wheel was less than 10 miles from completely coming off!! How many people could have been hurt? Kunes Cadillac refuses to take responsibility for their HORRIBLE service and is unwilling to do anything for a (potentially) life customer. Let's think about this from a business perspective: - The customer is young (20s) and is driving a 2011 SRX ($32k book value). Maybe we should treat him good, he will probably own more Cadillacs in the future and will be a life time customer if we treat him well - We are a Cadillac dealership, we are NOT cheap, we SHOULD offer unparallelled service and customer service - We SHOULD TIGHTEN LUG NUTS, as this is a major liability and could cost me as a business 10s or 100s of thousands of dollars, not to mention a horrible PR nightmare, in legal and hospital bills - We should be able to spend $15 to make a few hundred or thousand - The customer is always right and should be treated with respect - We should have a staff that is respectful and well-mannered Basically, Kunes should revisit their ENTIRE operation, head to toe. My experience (full version): I arrived at Kunes Cadillac in Delavan because of the convenience in location to have my recently purchased used 2011 Cadillac SRX serviced. BIG MISTAKE! I walked in to drop the vehicle off and dealt with a man named Ben. He asked me for my name, which I gave to him and told me thanks as if to conclude our business her. I asked him if he would maybe like my phone number to contact me and the vehicle information, HELLO!!! Why should I have to ask you to take my information? I informed him that I have dash lights on and a loud rattle from the rear and to please diagnose it and get back to me. I then left. I received a phone call an hour later asking me for my address. Why wouldn't you get my complete information in person when I was there? You are wasting my time! The car and situation: 2011 Cadillac SRX with 14k miles on it. My vehicle had 4 dash lights on, ABS, traction control, tire pressure, and airbag. There was a LOUD (even someone hard of hearing COULD NOT miss this noise, period!) noise coming from the rear of the vehicle, my thought was brake rotor related. A couple days later Ben called me and told me the ABS and traction control light were due to a sensor in the steering wheel for $2xx. I told him to go ahead and complete this. He also informed me that in order to diagnose the rest of the codes (air bag related), he would need to charge me another 2 hours of diagnostics (bringing my diagnostic total to $210). I told him that would not be acceptable as he originally told me there was a diagnostic charge of $70 that would cover my vehicle. He also informed me that the spare tire cover was missing and that the passenger rear window (that I asked him to look at) would be $2xx in parts. I asked him to get me a price for the interior cover. Now, onto the brakes. They told me they drove the vehicle and COULDN'T HEAR OR VISUALLY SEE THAT THERE WAS AN ISSUE. (Mind you, you can hear this noise over the Bose stereo and over the wind noise with the window and Panoramic sunroof open, there is simply no way you can miss this noise, it does it ALL of the time at ALL speeds). I told him to drive the vehicle again and get back to me. He called me back a couple days later and informed me that the interior spare tire cover would be $3xx. Being a business man myself, I assume they have atleast a 30-40% markup on this item, so I told him that I would purchase the piece if he could do an oil change on the vehicle while its in there ($2? filter, $10 in oil, 15 minutes of labor = $12 lube tech/4= $3, bringing their total to $16 to change the oil). He laughed at me and told me that there was no way he could do that, but for $40/$50 he would change the oil. (At this point, my total is over $600 and he wouldn't "spend" the $16 to keep a customer happy AND have the potential to rake in another $1000-$2000 in service to my vehicle - keep in mind my air bag light is still on). He then informed me that they still could not figure out what the problem was in the rear of the vehicle. At this point, I am extremely frustrated. I told him to drive it yet again and get back to me. He said he would. 4 more days go by. Ben calls and informs me that they have inspected the rear of the vehicle again. He tells me that the passenger rotor is bent and that it had messed up the speed sensor. And that it is another $2xx to fix this issue. I told him to go ahead and do that. I ask him what my total cost of the service is going to be. He tells me that we are in the $9xx area without tax. (At this point, I am still curious about my air bag light, as we are in the $1000 neighborhood and they still havn't took it upon themselves to figure out the issue). I asked Ben if at this point, they would be willing to do the 2 hours of diagnostics for no charge and if their charge to get the air bag light off was somewhat reasonable, that I would go ahead and have this fixed as well. He told me that he couldn't do it, concluding the conversation. I really pondered what to do at this point. On one hand, I have a 2011 SRX with 14k miles with an air bag light on and I would like to know why that is. But, I simply refuse to pay $210 to find this out, when I was originally told $70. Within the next day, I called Ben back. I told him that I would be willing to pay for one hour of diagnostics to have the air bag light looked into. And told him (since we are now $1000+) that I would like an oil change added in. After much convincing, he finally gave in. Days go by and I hear from Ben again. He informs me that 2 air bags (one on each side) are missing from the headliner. He also tells me that my driver's and passenger's side seat belt and seat belt acceptor need to be replaced. And also, that they would like to replace the headliner. Ben tells me that this will be $2xxx-$3xxx depending on whether or not I would like to replace the headliner. (At this point, my vehicle has been in their possession for 2 weeks to get the oil changed, have a rotor and speed sensor replaced, replace an ABS sensor, put in a spare tire cover, and diagnose an air bag light). I told him that that was unacceptable and to add up my total, that I would be in to pick it up the following day. I walk in to pick up the vehicle, deal with Ben, yet again (I mine as well of just pulled my hair out), pay CASH (not a check, not a card, CASH) for my $1xxx total. They were kind enough to hand me my keys and told me to go find my vehicle on the side of the building. After a few minutes of walking around, I find my vehicle covered in snow. At this point, I am beyond frustrated. I start the vehicle, back out of my snow entrenched spot, and drive away. There is now a NEW noise coming from the rear of the vehicle, it is a constant sound now. As I had a plane to catch and did NOT want to deal with Kunes again, I simply let it be and would deal with it when I returned home from out of state. Over the next few days, I receive a phone calls from my fiancee. She informs me that the noise has gotten worse, and that the vehicle does not go down the road straight, but it wanders or "wobbles" along. As I am still out of town, I explained to her that I would bring it to A DIFFERENT Cadillac dealership when I get home to have it looked at. The next day, I received another phone call from her and she explained to me that she had figured out the problem. (My first reaction was a "uh-oh!"). She told me that she was driving it and it kept getting worse. When she got into town, a man followed her to a gas station. He told her that there was an OBVIOUS issue coming from the driver's side rear wheel and told her that he was a tow truck driver for 40 years. He assisted her in removing the lug nut cover to find that THE LUG NUTS WERE LOOSE AND ABOUT TO COME COMPLETELY OFF! The lug nuts were able to be tightened or loosed with his finger tips and that they were on the last thread before coming off and loosing the wheel. Luckily, he had a jack and a 4-way in his truck and was able to jack the vehicle up and tighten the lug nuts for my fiancee so she would NOW be safe to drive the vehicle home. He also informed her that the vehicle requires 6 lug nuts and whoever worked on the vehicle last only put on 5 of them! At this point, I AM FURIOUS! What would of happened if she drove another 10 miles? The wheel would have came off, there would have without a doubt been an accident, and who knows how many people would have been injured! I let myself "calm down" for a few days, so that when I called Kunes to discuss this matter that I would be able to explain the situation WITHOUT yelling at the top of my lungs. Called Kunes, spoke to Ben (the service expert). I asked him what all they did to inspect the rear of the vehicle. He put me on hold for 5 minutes while he asked the technician. He then tells me that they do not remember, but believe that they only took off the passenger side wheel, but couldn't tell me for sure. Obviously, they did not want to be held liable. He told me that he understood why I would be upset, but there was nothing he could do for me (seemed to be a common theme at Kunes). After I "went off" for a few minutes, I explained to him that Kunes should be lucky that the wheel did not come off and cause a MASSIVE accident in which they would be held liable. But, it is simply unacceptable that a vehicle left their service department with lug nuts that are not tighten safely for road use and with one short! He told me he would have to speak with someone else, but that he could MAYBE do a $250 service credit for me. I told him that would be a nice start, but WHY would I bring a vehicle back to them to get services if they cannot even put on lug nuts!!!?? I told him to talk with whoever actually makes a decision and to call me back. TWO WEEKS go by!! Still, nothing from Ben. So, I call him and ask what their customer service professionals have come up with. He first pretends he didn't know who I was. Then, he tells me that they are not going to do anything for me and to have a nice day. Kunes is a HORRIBLE place to bring your Cadillac (or any vehicle) to have serviced. You work hard to pay for your vehicle and you should be treated that way. You shouldn't be flushing it down the toilet (equivalent to my experience with Kunes). Please make a better decision than I did, for your vehicle's sake and for your and your family's safety. DO NOT bring your vehicle to Kunes Cadillac! More

Working with Kunes Country Chevrolet Cadillac has been the best experience I have ever had with buying a vehicle. We did not feel pressured to buy and the staff worked with us every step of the way. The the best experience I have ever had with buying a vehicle. We did not feel pressured to buy and the staff worked with us every step of the way. The staff was very knowledgeable and provided information and instruction on basically every single feature of the vehicle. Our salesperson, Adam Zerbach, was very professional and willing to go the extra mile for us. Upon delivery, Joe Acquafredda helped us to set up the bluetooth capability and walked us through more even more features on the vehicle. The guys in the finance department, Robert & Matt, were very helpful and very easy to work with. I would HIGHLY recommend this dealership to not only my friends and family but to anyone who is looking for a professional dealership with exceptional staff and great pricing on their vehicles. More

I called Nicole because my financial situation was in a state that I wasn't sure I could be approved...she got me an approval within minutes over the phone. I came in and looked at some vehicles with Robe state that I wasn't sure I could be approved...she got me an approval within minutes over the phone. I came in and looked at some vehicles with Robert Rocha, and he got me into the vehicle that is a perfect fit for my family. Both Nicole and Robert were very personable and attentive, and went out of their way and the 'extra mile', which made me feel at ease. This was the best car-buying experience I have ever had. I am referring friends to Nicole ! More

Johnny was Awesome! He did a great job on explaining all the features and benefits of my NEW car. He took time with us without being pushy or rushing us. Johnny was able to answer all my questions and even the features and benefits of my NEW car. He took time with us without being pushy or rushing us. Johnny was able to answer all my questions and even set up a convenient time for me to come back to apply the Xzilon to my car. If you could pick anyone as a sales associate, it would be Johnny! He offered us coffee, food, and even ice cream. He even gave me a full tank of gas! We even had our picture taken together by my new car. This was one of the best experiences I ever had buying a new car. Thanks so much Johnny! More

Mike Myers and his team did Amazing job working with me. I had a family crisis going on and couldnt get the information he needed right away, but he worked with me until I got all of my papers together and I had a family crisis going on and couldnt get the information he needed right away, but he worked with me until I got all of my papers together and also letting me drive the car i wanted until everything was figured out. I really appriciate all of you guys. I will be back in 3years :-). More

Kunes Country Chevrolet Cadillac is a class act. The individuals that I dealt with were excellent in their people skills. They answered all my questions and concerns. I appreciated the fact that we we individuals that I dealt with were excellent in their people skills. They answered all my questions and concerns. I appreciated the fact that we were always on the "same page" during the purchase of my new vehicle. They were very knowledgeable about the cars in the dealership and knew all about the suv that I purchased. I would whole heartedly recommend this dealership without hesitation to anyone interested in a new vehicle. One of the reasons I gave them a chance to compete for my business is because of the time and finances they give back to the community through charity activities. More

I was very happy with the way my purchase went with Joe. We talked quite a bit on e-mail so he knew what I was looking for in a 2014 Chevrolet Silverado and found the right truck for me with out trying to c We talked quite a bit on e-mail so he knew what I was looking for in a 2014 Chevrolet Silverado and found the right truck for me with out trying to convince me that I needed to purchase more than I wanted we closed on the deal on 01/02/2014 in the middle of a snowy windy crappy day and yet he let me take this truck home to show my wife and get her OK which was pretty easy as she can drive this truck and couldn't drive the one I traded in. Which was a 2010 Silverado I got what I believed was a fair trade in value. This is the third vehicle I have purchased through Kunes and would honestly recommend them to any body looking for a vehicle. Matt is the money man that does all the paper work and was very pleasant and straight forward with the extended warranties they had to offer and left all the options up to me to make my own decisions with out any pressure. I have to travel over thirty miles to get to there showroom but the travel is worth it. More

Everyone at the dealership was welcoming, friendly, knowledgable and professional. Car salesman tend have a bad reputation for being dirtbags and untrustworthy, willing to do or say anything to sell a knowledgable and professional. Car salesman tend have a bad reputation for being dirtbags and untrustworthy, willing to do or say anything to sell a vehicle. This is not the case at Kunes. Of course the salesmen at Kunes want to sell you a vehicle, its their job, but at no point did they make me feel pressured, unsure or uneasy about making a decision. I could tell from my initial interaction that our salesman, Matt Miller, was an honest, hardworking salesman; you really can't ask for more. To a simple questions, "How late do y'all stay open tomorrow (Friday)?" Matt responded: "Technically we close at 5:00, but I've stayed as late as 9:00 or 10:00 pm before. It usually depends on the customer, if you would like to stay and finish paperwork, I'll stay as long as it takes". Overall, great dealership and a great experience. The only negative I encountered was that once the deal was finished, truck was paid for and I drove away, I realized that although Matt had been very thorough in his explanations, I had received an owners manual or second key for the vehicle. More

I was in need of an SUV to get through these Wisconsin winters. I found one online, called the dealership to inquire about it, and by the time I arrived to look at it my sales professional, Mike, had it a winters. I found one online, called the dealership to inquire about it, and by the time I arrived to look at it my sales professional, Mike, had it all ready out front for a test drive. He was very helpful and informative without ever making me feel pressured. I did ultimately purchase the vehicle and the transaction went smoothly. Everyone I encountered was very nice and helpful. Great experience. More

Mike and Ryan handled a New Year's Eve decision that I made at 10 am and had a new vehicle delivered to me by 4 pm the same day. Excellent service and follow through on their part. Also had good exp I made at 10 am and had a new vehicle delivered to me by 4 pm the same day. Excellent service and follow through on their part. Also had good experiences with the sales manager and business manager. This dealership is very well run. More