Reviews

Review Details

• Review fromMarshay H

  Date: 07/30/2022

  1 star

  Marshay H

  Date: 07/30/2022

  I had a terrible experience and I wish I could rate it 0 stars. I dont know if it was because I am a young black woman or they just didnt care to serve me. I set an appointment for ****a I arrive at ****a. *** in service helped all the white people and had me continue to wait even the person behind me. After he finally decides to give me attention hes ******* me but barely is listening. I gave him my warranty info and he replies are you staying or do you need a shuttle. They take me home and I call like 2p I get run around all the way until 6p when I talk to service manager and he then told me they never even looked at my car he didnt even know I had a warranty. I never talked to *** my service provider the entire time. They quoted me several different prices and the service manager said because of the weekend after market warranties probably take up to 48 hours you are looking into next week to get it fixed.. that statement was made before he knew that they never even looked at my truck. Also its not after market its a dealership warranty that came with the purchase of my vehicle. Also I know my warranty people are super quick. I do not think they called my warranty people after I said Im going to pay for it if they dont. I never got calls back when they said they would and they charged me ****** for a gas cap and it does not look new. If I call my warranty people and find out they were not reached I will be suing this location. Lastly they told me over the phone they had no loaner vehicles even though when I was at location they had many and had they just looked at my vehicle the day of my appointment it couldve been fixed the same day. The only reason they got to it is because I continued to call all day.

  Lockhart Automotive Group, Inc.

  Date: 08/05/2022

  On behalf of Lockhart Cadillac, we apologize that you did not feel valued as our guest. Our goal is to make every person that enters our facility feel welcome and appreciated. Check-in time in the ****************** can be chaotic and we apologize that you felt that you were overlooked as that was not our intent. We strive to efficiently check out each vehicle in a timely manner upon the vehicle arriving but at times due to the number of vehicles in the facility and the concern of the vehicle, the time to examine it may be longer than intended. Such was the case with this vehicle. During her conversation with Lockhart personnel, she provided information regarding her warranty through **** Corporation and Lockhart did not want to provide to her an unrealistic timeline for the repair and information related to warranty coverage. In our experience, obtaining warranty information can be quick or take several days.Technicians are assigned to vehicles based upon the concern of the vehicle to match skill set and experience to the concern. After the master technician diagnosed the engine code concern to an evaporation leak, he traced it to the gas cap. **** Corporation, her warranty company, was called by the *********** warranty representative to learn if the gas cap is covered by the **** warranty. The representative stated it was not. Lockhart spoke with her to explain the situation and proceeded with the repair. Unfortunately, the number of loaner vehicles that Lockhart has available for customer use is quite small because of the pandemic. In general, available loaners are utilized by customers with vehicles in service for heavy engine/transmission concerns and vehicles believed to require multiple days to complete the repairs. Lockhart believed that the vehicle would be completed the same day and offered her shuttle service. Unforeseen slowdowns in the shop delayed the repair process and the vehicle was not completed the same day. We apologize that we did not meet her expectations. While we try to communicate well with our customers to keep them abreast of the situation, at times, it does not occur. The repair was completed and hopefully we will earn an opportunity to provide service again.