Business ProfileforCapitol Cadillac LLC dba Joseph Cadillac of Dublin

On April 1, 2024, I took my car in for a minor repair. My rt rear tail light had a brake light that wasn't working. The rest of the lights in the housing were fine. I received a verbal & written quote of $1418.06. I paid $1450.40. In addition, they gave me a list of suggested repairs totaling $8,371.70. The problem is when I drove home. The rear end of the car was shaking, the wheel was unstable and was veering off to the left. I also heard rattling in the dash and rt door. This has never happened before. Also, THE CAR WAS DRIVING SMOOTH WHEN IT ENTERED THEIR SHOP. There was one tire that lost suspension due to a pothole but the other 3 tires were fine. The rear suspension has always been fine. The next morning, I called and spoke to Martin. He said that anything wrong with the vehicle was my fault and that Cadillac did nothing wrong. After that I called Cadillac Corporate. They sent me to Joseph Cadillac of Dublin the same day for a second opinion. Cadillac of Dublin said that more major repairs needed to be made in addition to waht Cincinnati said just 24 hours before. It seems that every time a diagnostic is performed, more things suddenly break. I have written estimates from both service departments. On April 4th, I spoke to a Jake in Cincinnati who is the service manager. He was defensive and didn't offer any positive solutions other than to review a video. In Columbus, the service advisor, Chuck, asked me if Cincinnati had hoisted my vehicle when they replaced the tail light. I said, I didn't know. He checked the computer and replied, they did, and that's why your rear doesn't have any movement. He said that when the car was raised, the shocks dropped and caused the cylinder to lock when it was replaced on the ground. He also said that the front ones were leaking. Columbus also raised the vehicle during their 3-hr inspection and said that the front shocks needed replaced. Just 24 hours prior, Cincinnati, stated that the front shocks were fine.

Good afternoon, I do hate to hear the customer is upset with her diagnosis, however we tried helping her out from what we heard happen in Cincinnati and even did a diagnostic that we paid for. We also took a substantial amount of time (that was part of the three hours she referred to) to explain in detail as we knew she didn’t have a good experience somewhere else with understanding the recommendations. The customer refused to leave the service drive as she called Cadillac Customer Care to see why they wouldn’t warranty the parts on her car. Cadillac customer care tried explaining to her that they are maintenance items but more importantly her car had 196,000 miles on it, and there was nothing they could do. We understand the customer is not happy with the results of the diagnostic, however we really tried to help her with being considerate of not charging her the diagnostic fee of 184.95 for already paying something in Cincinnati.