Business ProfileforCoulter Tempe

Oh my goodness, we totally agree with all the bad reviews! We had 2 bad experiences with Coulter Tempe service department with 2 of our XT5s and will NEVER go back to Coulter again. The service manager was terrible to deal with and rude! The work and detailing that we paid to have done on our cars was very poor, especially the detailing. All our automated settings on our cars were also removed. We tried getting a refund or get the work redone but the service manager would NOT allow it. They also changed their policy on a "loaner" but don't inform the customer and that creates problems! Corporate tried to setup a conference with us & the service director but he refused! Talk about bad customer service!! Don't even try to get Cadillac Corporate involved because they say that Coulter Tempe is an independent dealership and Cadillac cannot do anything. With so many "1 Star" reviews that involve the service manager and the service department, I'm very surprised that he (service manager/director) is still employed by Coulter or even still in that position. As another reviewer posted, steer completely clear of Coulter Tempe!.

The original reason my husband took our XT5 into Coulter Tempe in May 2023, was because when we purchased our vehicle back in July 2022, the cargo divider was missing. Our salesperson found out that someone in service had removed the cargo divider from our new car before we picked it up and then they installed our cargo divider into another car. Our cargo divider was never replaced. So our salesperson said she would order a cargo divider for ** and would let us know when we could come pick it up. Well, she kept forgetting to order the divider and my husband had to remind her about 3 -4 times about the divider. This past April 2023, when my husband finally found out about the cargo divider being at Coulter Tempe to pick up, he had also found out about a recall on our car. So it took from July 2022 to May 2023 for ** to get a cargo divider (a part that is included with the vehicle) for our new XT5!! So, my husband decided that since he was going to pick up the cargo divider and had to leave the car for a day or so to take care of the recall issue, that he would have a few other items done on the car. Since our car had to be left for a period of time because of the recall, a loaner was provided to ** by Coulter Tempe. When my husband took our car to Coulter Tempe to leave it there, he was driven over to Hertz rental. Neither Coulter Tempe nor ***** informed my husband of the fuel portion of the loaner to my husband. When we returned the rental to Hertz on May 5, 2023, we were informed by the cashier that Coulter Cadillac paid the rental charge of $176.00 but we were responsible for replacing the used fuel. My husband was extremely surprised and explained to the cashier that had not been explained to him. The cashier then told ** to take it up with Coulter Tempe because they should have told him. We were given 2 receipts, 1 for us and 1 receipt to give to Coulter Tempe which showed that Company paid $176.00 and Customer paid $77.27. Now, to the explanation that ********************* gave in his reply to the BBB regarding my review and his reply is full of lies. ****'s review refers to my husband as also yelling and using profanity, but he did NOT and neither of us yelled at the advisor! I was the one that started yelling at ****** only when he wouldn't hear our side of the story and he shut ** down immediately and started kicking ** off the car lot without giving ** a chance to inspect our car. I'm not sure what he meant by "aggressively demanded" $75.00, that sounds like a "physical" act and there was definitely NO physical aggression! Also, I left my husband so he could pay the bill so I could go find another manager to discuss the issue in a peaceful manner. I went into the building where most of the salespeople sit along with our salesperson, ********, and the manager we delt with when we purchased our two XT5s, but there was absolutely no one around, not even a receptionist!! I did find someone towards the back of the building and he suggested I walk over to the next building to find someone, which I did. When I walked into the 2nd building there were many people in a couple offices and a receptionist sitting at a desk. My husband was NOT with me, he was outside with our car. I asked the receptionist if there was a manager that I could talk to but not anyone from the service department. I did NOT yell at her as **** says I did!! She kept tossing names at me and I had no idea who she was talking about and then she kept saying the service manager. Again, I told her I wanted someone else, not from the service department. Then she went ahead and called **** to the receptionist area and when he showed up, he said again for me to get off the lot. He made me mad again so I said to him F you and turned to leave the building. Thats when the receptionist stuck her nose into the conversation and said to me something along the line of don't use that kind of language in front of me and I looked at her and said "F" you and walked out. I did not "yell" at her or anyone else when I was trying to find a different manager to speak to, but the receptionist kept directing me back to **** which I could not understand because I couldn't believe that there weren't any other managers onsite! That's when I joined my husband outside at our car. The only time my husband went into that building was while we were both outside and then we saw ********, our salesperson, inside the building in the receptionist's area. My husband then walked inside the building and nicely tried to talk to ******** to explain our side, but she told him that she heard me yelling and that she was disappointed in us and she did not want to talk with him. My husband then just left her alone and came back outside. I'm not sure why **** is saying "they" when he talks about the yelling and profanity because it was only me that yelled at ****! Also, we have both receipts from Hertz Rental for the loaner that we were given, and one receipt is for **, and the other receipt was for Coulter Tempe. Because of what happened with ****, we forgot to give their receipt to Coulter Tempe. Soooooooooooo, if we rented the car from Hertz, why did Coulter Tempe pay the rental fee???? Also, a rental company always gives you options on how to return the rental car when it comes to the fuel usage, but neither Coulter Tempe nor ***** explained any of the fuel portion of the loaner to my husband so he assumed that there would be no charge on our part for the loaner. Also, again, the cashier at ***** told us to bring that fuel charge up with Coulter Tempe. Both my husband and I believe that Coulter Tempe must have a contract with Hertz since Coulter paid the car rental fee. So, who is in the wrong here when it comes to informing the customer of the fuel portion of the loaner??????????? . If anyone wants to see the 2 receipts we have, I can scan them or mail them.I was going to "drop" our complaint but after reading ****'s response, both my husband and I were stunned at how **** twisted the truth around. I have admitted my yelling and profanity but there was absolutely no physical aggression or any of my husband yelling or swearing. I also have offered to apologize but **** refuses to have a conference or listen to the whole truth because he knows that he was in the wrong. Again, we were kicked off the car lot and not allowed to inspect our car but as we were driving home, we saw dirty spots that were missed during the detailing and also all of our automated settings (car locks, driver seat settings, etc.) were removed. We paid $290.48 for our bill but we were not allowed to inspect our car or ask any questions about the service done on our car. If a customer is willing to apologize and work through a bad situation, why is the director of a business NOT willing?????????? Does he have too much clout with Coulter Tempe? Also, did he threaten the employees with their jobs if they told the truth and that they better side with him???