ComplaintsforLong Cadillac-Saab

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  this dealership was going to charge me $877.00 to diagnose a hd module which my extended warranty covered! the extended warranty company said they knew how long it would take for labor! so they covered accordingly! but this dealership decided to charge me for more labor saying it took them 5hrs to diagnose! I had spoke to Bob and he said no more then $500 if the warranty company wouldn't cover labor! my appointment to drop it off was November 16th and on the 17th they put the order in to the warranty company for the hd module (obviously they already knew what it was) they had my car for 9 days when I called them to check in and see what was taking so long! I was told by Bob that they were having a hard time diagnosing the problem (but yet they put the order in to my warranty company on the 17th! I just found this out today") I called to ask about the status of my car he said.."you have a loaner right?" like I shouldn't want my own car back or complain about the wait! so I tried not to bother them and finally Bob called and left a message saying.. "my car is done and it was 4pm monday" December 6th. I called back and spoke to someone else and he said Bob would call me bk. when I didn't hear from Bob I called bk and spoke to the same person who answered before. He then told me he had spoke to Bob and my whole que system was replaced and it would cost me $877.00!! of course I was shocked! The gentleman said he would have Bob call me back again! Bob called me today the 7th Dec. And said the labor to diagnose was 5 hrs. And they just replaced the hd module but this was why my bill would be $877. But because I'm upset he decided to only charge me the $500! People need to know this dealership is overcharging people with extended warranties that will cover what the job really entails

  Business response

  01/21/2022

  Business Response /* (1000, 6, 2021/12/08) */ Contact Name and Title: Scott B**** Contact Phone: XXX-XXX-XXXX Contact Email: ******@longauto.com I have reached out to Mrs. ******* to resolve her issues. There is a case of what appears to be poor workmanship of which we will resolve but she had to pay additional money to cover the cost of a repair that was partially covered by a warranty that she purchased from a third party. There seems to be an issue with a component that has failed twice (we didn't replace it the first time) but we will need to get the car back to perform further diagnosis. At this point, I am waiting for the customer to send me a copy of the repair she had completed at another dealership before she brought the car to us. Consumer Response /* (3000, 10, 2021/12/16) */ The principal manager is working with me to replace my dashboard that was damaged. As soon as it is replaced I will update. Business Response /* (1000, 15, 2022/01/04) */ The customer is bringing in the car on 1/14 for final repair. Consumer Response /* (3000, 17, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The repair has not been completed, when complete without any damage I will make sure to file my response. Business Response /* (4000, 20, 2022/01/18) */ We completed the repair on 1/14 and the customer is happy with the workmanship. Consumer Response /* (2000, 22, 2022/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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