Orlando >Auto Dealers > Massey Cadillac
8819 S Orange Blossom Trl, Orlando, FL | Directions 3280928.437098 -81.404200
Denial and deflection. This is my experience with the Service Department at Massey Cadillac South. $5,200 worth of repairs just 7800 miles out of warranty, all of which are well documented by other Escalade owners through a multitude of online forums. Cadillac's response, "We don't control what's posted on the internet." Service advisor, Ms. Perkin's response, after denying the regularity of certain issues, "Until Cadillac recognizes the problems, our hands are tied."
Unfortunately, it doesn't stop at $5,200. A diagnosis request, taken by another service advisor, was "lost" sometime between my consultation and picking up the vehicle. As it was not a small thing, I'm baffled as to how it could have mysteriously removed itself, especially since Cadillac communicated my concerns directly with the dealership, and I confirmed once there.
Two of the "repairs" were completed under warranty at the same location only two years prior, only to have failed again. I say "repairs" - in quotations - because one of them was deemed NOT to have been an issue; the water intrusion was dismissed as a one-off occurrence. The other utilized a repair technique that has since been abandoned. Guess why... its propensity for inevitable failure. Now outside of the warranty period, they want me to pay about $1,000 for these two repairs alone.
The "Cadillac Participation Program" has offered the following resolution:
Three of the repairs, totaling about $2,100, will be addressed at a reduced cost $1,100. This includes re-addressing the two shoddy "repairs" previously completed at their shop, plus a faulty electrical module that is so badly melted that it must be replaced. The remaining repairs, nearly $3,000 worth, will not be addressed without payment in full. In as much, I can't help but consider my true "Participation" level in this program; the markup at a typical service center is well in excess of 200%. In doing the math, they've only slightly reduced their profit margin, on cherry picked issues, in an effort toward remedy. Thanks, Mr. Chernow, service director, but no thanks.
One can't help but consider the larger picture here. Cadillac produces high dollar, theoretically high quality vehicles like the Escalade(s) I own. In as much:
1.) Is it reasonable to assume that the useful life of significant components (not wear and tear components) is limited to 6 years?
2.) Where is the motivation for a dealer to perform the job correctly, the first time, while using the correct specifications/materials called for? This as opposed to performing a Band-Aid solution intended for immediate resolution (and billing) only. In other words, how is it not it a conflict of interest when a dealer capitalizes on the original warranty repair, then again on the post warranty repair when it fails?
3.) If an issue is deemed non-existent, despite supporting evidence to the contrary, is it ethical to later bill for that same issue when another technician, using the same evidence, suggests it's a problem?
No warranty lasts forever and I fully accept that. That’s why I didn’t seek remedy for silly things like faded emblems and exterior window sills. What I don’t accept is this: if issues are truly isolated, why wouldn’t GM stand behind their product when it fails prematurely? Equally, why won't the dealer recognize the shortcomings in their own repairs?
Feel free to roll the dice with this Service Center and make your own determination. This is my experience.
- Peter Sewall
A Very Disappointed (two-time and last time) Cadillac owner
Great Place To Buy A Used Caddy – I was in the market for a pre-owned Escalade and I went to a few dealers in Orlando and non of them had one in Diamond White. John took the time to search all the dealerships with certified pre-owned diamond white escalades. He found exactly what I was looking for at a price less than what I told him I wanted to pay. These guys are the BEST!
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