“Customers refuse to understand how a dealership works.”
A service adviser at a Cadillac dealership was stunned by the entitlement of a customer who had their car towed to the business. Their behavior is rising questions about whether you can select a dealership at random and take your car there for service.
The service advisor, who goes by Dealership Life (@mymechanicsaid), recently posted a video explaining what transpired between him and a customer who had their Cadillac towed to his dealership without prior notice.
What made the situation even more frustrating is that the man had never visited the dealership before.
“Alright, so you tow your vehicle to a dealer, unannounced. You’ve never been there before. They have no clue who you are. And then when you call to see if the vehicle is ready, and they tell you no, it hasn’t been looked at. We’re still trying to work it in. You are beside yourself that that could possibly be the answer,” Dealership Life says.
He continues, “Then you demand a loaner. I don’t have any loaners available. They’re in use. I didn’t even know you were coming, I don’t even know who you are. I’ve never met you. This shouldn’t come as a surprise. The least you could do is give me a heads up.”
Several commenters sympathized with his grievance.
One person wrote sarcastically, “Mind you it gets towed in on a Friday at 2pm. No name, no number. Call at 4pm asking if it is done. Those are my favorite.” A second agreed, “It pains me that customers refuse to understand how a dealership works. They act as if we don’t want to help them.”
A third said, “And the two company drops it in the back without letting anyone know.”
At least one person took the customer’s side, opining that luxury vehicles should include premium services.
“If I buy a Cadillac, it should be serviceable at any Cadillac dealership not just the one I bought it at,” they said.
General Motors addresses whether you can take your vehicle to any dealership on its GM Fleet website. However, this pertains to vehicles that are still under warranty and any service needs covered under warranty.
The automaker writes, “While most customers prefer to have their maintenance performed at the dealership where they purchased their vehicle, you may use any General Motors dealership you prefer.” GM notes that people should attempt to locate a service center for their specific brand.
GM adds that certified service dealerships are obligated to perform any warranty services and repairs. These dealerships also share data, so they’ll be able to access your vehicle’s service history, warranty information, and information about any active recalls.
While the certified service moniker indeed guarantees that your car will get worked on, there isn’t mention of a timeframe. If you just show up or have your car dropped off without notice, there’s no guarantee that the dealership will be able to service it when you want them to.
Similarly, loaner vehicles are subject to availability. Cadillac’s website notes that “rental/loaner cars vary by dealer,” and that dealerships “will discuss availability and options” after a client brings their car in.
Motor1 has reached out to Dealership Life via TikTok direct message for further comment. We’ll be sure to update this if he responds.
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