ComplaintsforTate Branch Auto Plex

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a 2016 Cadillac Escalade for our family from this place in April of 2022. We noticed right away that the touch screen/radio and DVD players did not work and would not turn on at al. They told us they would be able to fix it and it would only take a week. They let us keep our old vehicle until the Cadillac was done. The process of “fixing” it took nearly 6 weeks to finish. The salesman dropped our vehicle off and we were testing everything out with him in front of us. They were able to fix a fuse that turned the screen ON. The actual touch screen was malfunctioning as soon as we tested it out in front of the salesman. Glitching and when we try to touch the settings it doesn’t respond. Not only that, the back DVD player still didn’t turn on at all. We purchased this vehicle for its entertainment system as we have 3 young children. We called and they said to bring it in. We brought it in and the mechanic said he would order parts and get it fixed. He NEVER got back to us. My husband called again and he had him bring it in again and multiple times after that… they have completely dropped contact with us. We signed a contract at during the selling process stating they would fix it all. They will not return phone calls or get back to us. This is very frustrating because we paid a lot of money for a “luxury” vehicle and we can’t even change the settings. It glitches constantly and will change our language settings to different languages. Since I am unable to sync the front and rear air, It will randomly switch the rear air control to HEAT. It’s the summer time, I have three toddlers and I have to stop on the side of the road and make sure it didn’t switch their setting to heat which is so terrible having the heat switch on and getting them out of their car seats and they are sweating profusely. We paid the full asking price for this vehicle and we just want it to work for our family and want them to stick to their end of the deal.

  Business response

  11/22/2022

  Good Afternoon,

  
  

  I received this complaint this morning. I am the new General manager at Tate Branch Autoplex in Carlsbad, NM. We have made many changes and this was the first time I had heard of this. I spoke with **** ****** today and had her come into the dealership. All the outlying issues have been resolved between the parties and she left pleased with our customer service. If you have any questions please call or email me back. Thank you. 

   
  

  Jacob S******

  General Manager

  Tate Branch Autoplex

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