ComplaintsforFaulkner Cadillac

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck in for an oil change a few months ago to Faulkner CDJRF. They pulled my truck out of the Express Lane before I even checked in, they told me it would be an hour wait. No problem. About 35 minutes later it's pouring rain outside, the service advisor comes over to me and tells me they left my sunroof open in my FULLY LEATHER WRAPPED INTERIOR. I contacted the manager and they wanted to "detail" it. The stitching is coming out in multiple places. Rust is forming INSIDE the truck now and they keep screwing me around and making it very difficult to get my truck in there because they refuse to come in on a Saturday to make this right, I work 5-7 days a week and don't get much time to do extra things because most places are closed by the time I get off. They refuse to email me back without me sending double emails, I set up times to come in and they refuse to respond. I just bought the truck from them in December, they ruined my $50,000 truck interior at the FIRST oil change and have been ******* me around ever since. I have video, pictures and multiple emails of the damage and them telling me "They'll make it right". But then make it really hard to get there because they won't make any effort to "Make it right". All this happened back in May 2022. I sent them these exact pictures showing the blatant damage and swollen leather and they told me "it's too hard to see the damage". Leather isn't supposed to be wavy and the stitches shouldn't have expanded holes. The video shows you how I got in the truck after it rained inside it and they told me, "We'll dry it out for you." I was soaked down my back and ass by the time I got home. My truck smells like mold inside now, I've even used ******** in the truck to remove as much moisture as I could and it didn't help. They completely ruined my truck and are screwing me around to take responsibility for it.

  Business response

  09/28/2022

  We have made numerous attempts to get this gentleman to bring the truck back so we can assess any damage incurred with his vehicle. He did come in with his sunroof open during a rain storm (5/20/2022), our lot attendant did not notice that it was left open and the vehicle did in fact get rained in. The gentleman has left me several voice messages and emails stating we destroyed his vehicle. We have attempted to respond to all of his inquires so that we can assess the damage. He also included pictures, none of which clearly show any damage that is inconsistent with the age and mileage of the vehicle (2016 *** with 90,000 miles). He has refused to bring the vehicle back to date for us to evaluate and attempt to resolve. All that we have gotten from him is excuses why the time frame does not work for him to come back in with the truck and demands that we replace the entire interior of his vehicle sight unseen.  All we are asking from him is to be able to evaluate the vehicle ourselves to determine the extent of the damage he is claiming. We have pictures he has provided us that I can include if needed

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