Robert Fort | Page 3

Andrews Cadillac Mt. Juliet responded

Mike, I attempted to call you several times, but the call-screening feature on your phone did not allow my calls to connect. I also followed up with you directly by email so there would be no question about the next steps. We have acknowledged that the replacement running board malfunctioned, and a new part has already been ordered. It is expected to arrive by the end of this week or possibly early next week, and our team will contact you as soon as it arrives so we can complete the parts-warranty repair. We are not disputing that a replacement part can fail. When that occurs, there is a warranty process that must be followed, and we are following that process. The original work was authorized and performed, and we are now replacing the failed part under its applicable warranty at no additional charge. I understand that the situation has been frustrating. However, the dealership has acknowledged the concern, ordered the necessary part, and committed to completing the repair. Continuing to debate the matter publicly will not make the part arrive any sooner. We will contact you as soon as it is available and will address any remaining concerns with you in person when you return. Joey

Andrews Cadillac Mt. Juliet responded

Mike, we have acknowledged that the replacement running board malfunctioned, ordered another part, and committed to replacing it under the applicable parts warranty at no additional charge to you. That is the appropriate action, and it is already underway. What we have not agreed to is your request to remove or reduce the labor charge for work that was authorized and performed. A replacement part failing does not mean the original work was never completed, nor does it automatically require the dealership to refund labor. Parts occasionally fail, which is precisely why parts warranties exist. Taking responsibility means addressing the concern and following through with the repair. It does not mean agreeing to every financial demand made afterward. Rather than continuing this back-and-forth in writing, I believe the most productive next step is for you and me to meet in person when you bring the vehicle in for the warranty repair. We will contact you as soon as the replacement part arrives, complete the repair, and discuss any remaining concerns at that time. Joey Pugliese General Manager Andrews Cadillac

MIKED responded

Joey, I expect dealerships to charge more for their repairs than 3rd party service shops because there is the belief your parts and labor are superior. Your team did not repair my vehicle. My vehicle is still waiting for you to call me back with new parts to be repaired. I appreciate you contacting me via email but I am disappointed in having to force you to acknowledge that your own service manager witnessed malfunction on my vehicle, sent my vehicle back for more work so that further damage would not occur, and then promised to follow-up professionally to resolve. These three facts/events were not in your initial communication to me and I am disappointed that I had to defend the events of my experience with your dealership. Signing documents from you after work is done does not absolve you of poor service work and repair. After driving off I had to come back to stand beside your service manager to prove you didn't repair my vehicle. I hope future customers have a better experience than mine and regardless of paperwork pushed in front of them to sign, that their vehicles are serviced to the standard that most would expect of a Cadillac dealership. I look forward to your call when my vehicle can be repaired.

MIKED responded

Joey, thank you for acknowledging that your dealership created a poor customer experience. But words are wind. If you are serious about showing your commitment to your customers then please do more than use words. I am happy to document to future customers you taking responsibility by removing or reducing the labor you charged me and repairing my vehicle. I look forward to your call to come back in and providing further updates on how much you are willing to act as opposed to hope I will just go away and that my experience didn't happen. Thank you.

MIKED responded

Joey, if you would like to wait to further communicate till a later date then I support your choice. But I respectfully disagree with several of your written statements. Our family has five children and two of them are twin three year olds. I have already spent too much time waiting for repairs and will now have to wait more while coordinating how to ensure my family is able to get to a from school with out our main larger vehicle. I am going to ask you to consider doing more than the minimum to make this experience right. There is also the second repair quote I got that was the genesis of my frustration for all of this experience. I’m happy to discuss more in person about this second repair quote that happened after having my vehicle serviced at your dealership. I believe you can do more in this situation and I am asking you what will you do? We will find out when I come in for service. I look forward to receiving your call to come in to have my vehicle repaired.