Mark Christopher Auto Center

Misinformation, Mistreatment, Outstanding Issues I am writing this letter to express my complete disappointment and astonishment with Mark Christopher Cadillac. I feel that it’s essential to make p I am writing this letter to express my complete disappointment and astonishment with Mark Christopher Cadillac. I feel that it’s essential to make public the practice they have of providing misinformation, mistreating their customer and lying to get a car off their lot. I purchased a preowned Cadillac on March 19th, 2019 from Mark Christopher Cadillac. It was essential to have an AWD vehicle and, since these are difficult to find in my area, I drove to Ontario. This was the closet dealership to me that had the vehicle with the desired specifications. To say that my experience was disappointing and frustrating is an understatement. 1. Time – It is understood that buying car takes time but this was insane. My husband and I were at the dealership for over six hours on our first visit and we kept pushing to move things along. We made it a point to visit the dealer midweek, Tuesday, so there would not be any crowds to help expedite the process. No one else was at the dealership purchasing a car when we were there but we were still made to wait. Just sit and wait. 2. Contract – After we agreed on price and terms, we waited endlessly to meet with financing to sign all the necessary forms. While reviewing the contract with financing, the price was increased from what was agreed upon. We pointed this out to financing and, after waiting for what seems like an easy issue to resolve, they advised that “Mike” entered the information incorrectly. What if this wasn’t caught and how often does this occur? 3. Due Bill – We were assured by Ahmed that the due bill would state that if we were not satisfied with the condition of the vehicle after they performed the agreed upon work, we could cancel our contract. Financing would not add this to the due bill and it did not appear anywhere in the contract. 4. Vehicle location – Work still needed to be performed after making the purchase so the vehicle was left with the dealership for an additional seven calendar days. During this time, OnStar was enable so we could view the vehicle’s location and the vehicle was taken offsite the evening of the 19th and 20th to restaurants and, rather than being returned to the dealership, the vehicle was taken to two different residential locations, one each night. When I discussed this with Ahmed, it was brushed off. I did forward him the screenshots that I have showing the locations. This being said, it did not happen again. I completely understand moving the car to a specialty shop to attend to items addressed in the Due Bill but this was not the case. 5. Knowledge – Our sales representative, Katherine Valle, was sweet but she was not listening to my husband’s and/or my concerns at all. Even worse, every question that we had was answered with a “No” or “I don’t know” without any follow-up such as “Let me find out”. It was a painful struggle to get straight answers. 6. Misleading, Deceit – Guaranteed by Cadillac, all CPO vehicles are to be sold with two keys. When my husband and I visited the dealership to view and, four hours later, take the vehicle home, I asked Kat more than once about the second key. Kat, more than once, advised that the car only comes with one key, not two. I asked her to check on this. She left, came back and said that she checked with Ahmed and only key is required. Anyone that visits the Cadillac Preowned website will tell you that this is a lie. Over six weeks later, they dealership is still refusing to make good on this guarantee. Ahmed advised that they have a mobile key company but he would not send them to us. The dealership is over two hours from where we live, one way. If we were to simply drive there and back, it’s four hours out of our work day or a rate day off to solve a problem that was created by Mark Christopher Cadillac. Aside from drive time, this does not take into consideration that each time we have visited this dealership, we have spent nothing less than four hours each visit (six hours the first visit, four the second). Mark Christopher Cadillac made an error and they are asking my husband and me, the customer, to pay to correct this with our time, effort, wear and tear on the vehicle and gas. I have a business and I have never made my clients pay for an error and/or omission made by my company. They advised they would pay for our gas if we visited their dealership again to get the key they neglected to give to us in the first place. Since they have a mobile key company, and this was their error to begin with, wouldn’t it be more customer service and solution oriented to pay for this company’s gas instead? Another solution - I spoke with a Cadillac dealership local to us and they said that they would be happy to program the key as long as either: a. Mark Christopher sends a key to them to be programmed and covers the cost of the programming b. Mark Christopher covers the cost of the key and programming Mark Christopher will not agree to do either. They won’t pay for the mobile company’s gas nor will they work with a local Cadillac dealership to correct a mistake they made. While continuing to take additional time and effort to move towards a reasonable solution to obtain a copy of my key, I made one last call to Ahmed. This last conversation was hostile. Ahmed advised that he would not work with my husband and me any further – that he had “done everything for us” and that if we wanted the key, we’d have to go to them, even though it was their error. He literally said that he wasn’t going to help us anymore. If that doesn’t say “Cadillac Experience”, I don’t know what does. Needless to say, Mark Christopher has yet to fix the problem they created. More