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The issue in GetHuman-joemoody's own words
About two weeks ago, I went to my local cadillac dealer ship to fix my low beam issue. My auto is a **** SRX with ***** miles. I purchased it approx * years ago. About *-* weeks after buying I noticed the headlights on dim were very very dim. However, since my wife normally only drives around town it was not a major problem. However, I did mention this problem to the service manager the next time I took the car in. (maybe another month or two). I was told by the manager*service writer that no problem they would fix it and I was not to worry because it was under warranty until **** with the certified used warranty. I put the issue aside knowing that the problem would be fix. I actually forgot about the problem because we seldom drive at night or out of town. However, we did go the Maine from Florida last month and while driving through the mountains the lights really became an issue. So much so it was a safety problem. When I returned home, I took it to my local dealership and was told that they would fix it for over **** dollars. I was shocked and told the service writer and he said that he would talk to manager and later he called and said that they would fix it for *-*** dollars. I called the service manager four times and he NEVER returned my call. Twice the service writer called and said that Cadillac might pay part of the **** dollars and I would pay the other part. The writer also said that the manager told me to call cadillac cust service if I was not happy. Since I was not happy, I called * days ago, spoke to a nice lady who took all the info and said very clearly that she would pass this on to her seniors and someone would contact me in **-** hours. No one called. This morning, I called again, speaking to Monica who wanted me to tell her the same story over and over. I gave her the case number * - *** *** **** and she still wanted to ask for the vin of the car, the dealership and another bunch of questions. She kept putting me on hold while she talked to a senior rep as she said. I then asked to speak to that rep myself to cut out all the "holds". She refused....I then asked to speak to her supervisor. She said they would contact me in **-** hours. I said this was not acceptable and ended the call. Maybe ** minutes later Monica called back saying she had contacted the dealership and they said it was a closed issue since I refused their offer to fix it for less the *** dollars. No mention of the warranty promise or why it cost *** dollars to change a light bulb. And I DID NOT refuse the offer, I simply said that I was going to take the service manager's advice and contact Cadillac for assistance.*BTW, when monica called back, she again refused to let me talk to any senior advisors and finally hung up on me. I really dont appreciate being treated this was. I am ** years old and retired from the U.S. Navy and I think I deserve more respect than Cadillac has shown to me. First, I was lied to about the dim issue when I first bought the car, second, the service manager refusing to talk to me four times and Cadillac customer service for not returning calls and the manner in which I was treated. I was testy with Monica and I do regret that, but I am totally frustrated that I can not get the service I was promised by the dealership.
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