Fields Cadillac of Jacksonville

We're so glad to know that our team at Fields Cadillac Jacksonville was able to provide you with such a positive experience, not once but twice! It's great hearing how Melvin, Kim, and the rest of the crew went above and beyond. We appreciate your recommendation and look forward to seeing you again in the future when the time comes!

Thank you for letting us revisit the multiple failures with your 2009 Cadillac CTS after you drove it away yesterday afternoon. Your vehicle was towed to us in a non-running condition on 8/15/23. Upon inspection, we found the Fuel pump control module had an internal failure causing the 30amp breaker to blow. The estimate to replace this module and breaker was $1170. There were thirteen other repairs that were identified at the same time and were included in the initial estimate. The only authorized repair on 8/24/2023 was to have the Fuel Pump control module and breaker replaced, this repair was completed on 8/24/2023. The other thirteen items in the estimate were declined. Upon picking up your vehicle on 8/29/23 the check engine light was on. We checked the cause of the check engine light while you were here. There is a trouble code indicating a resistance issue with the fuel pump inside of the fuel tank. We would need to have authorization to remove the fuel tank and fuel pump to identify the most likely internal failure in the fuel pump. Unfortunately, if the fuel pump requires replacement, that part has been discontinued from General Motors due to the age of the vehicle and we are unable to source any aftermarket fuel pump to begin to provide an estimate for this additional repair. While we were discussing the repairs on your vehicle, we mutually agreed to a goodwill adjustment in the form of a credit to your credit card after you paid your bill to offset the Uber cost you incurred. Thank you, Matt Goin - Service Manager - 9047787700

Mr Goin, this is quite a bending of the truth. First my vehicle is a CTS-V not a CTS so perhaps you are further confused. Some of the 13 service items recommended were things such as an oil change, alignment, tires, a battery, fluid change, car wash etc. Typical things a dealer recommends to fluff up a bill. None of these had anything to do with the fuel issue and the car sputtering. By the way the car did start and run for 30 minutes upon being brought in (according to your own tech in writing) so to claim it was not running is again not the truth. I received the vehicle back in roughly the same condition in which it was brought in as evidenced by my drive home which stalled multiple times.. In addition can you please explain to me why none of your techs or sales reps notified me the check engine line was on when on three separate occasions I explicitly asked, was told the car was fixed, running smoothly and good to go? This would have saved me a two hour uber which you did not once apologize for. To say we mutually agreed on a good will adjustment is again bending the truth. Your complete lack of understanding or wanting to understand the situation forced me to take a roughly 10% credit back to my card rather than walking out and receiving nothing. This was not a settlement or agreement. I cannot get the look on your face out of my mind when your rationale was that " your car is running so we did our job period". Yes it ran for about 15 minutes after being forced to drive away from your lot. You gave me no choice, you did not have or would not source the extra part to fix it.. What I should have been alerted to in the beginning was that to properly diagnose the problem you would need to drop the tank and inspect the fuel pump. Only after you made a guess and replaced the fuel pump control module did you then assume there was a possibility of a fuel pump issue. Shouldn't this have been one of the 13 other repairs mentioned to me in the beginning. The fact is your master tech did not diagnose the issue properly and that is the bottom line. . Maybe this was more important than recommending an alignment etc.. This would have given me the opportunity to decide to have the work completed or decline it. Instead I paid for parts and labor for something I do not need and is not the root cause of the issue. When I asked you to put my original part back in you raised your voice and told me that would cost you another $700 in labor. Again taking no responsibility for your service depts error. For you to say I declined 13 other services is laughable. Would an alignment, brake job, tire, have repaired the fuel pump/issue? The car has 65,000 miles its a 2009 CTS-V (not a CTS) and even by your own sales reps standards is in excellent shape for a 14 year old vehicle. I paid to have a specific problem fixed, I was quoted a price to have it fixed and it was not. I was then spoken to as if I was a child and, you did not show one bit of compassion for what I was put through which any normal human being would do even if they felt they were in the right. Mr Goin, Lastly I will say that the vehicle was scanned at a different establishment last night. It states " replace fuel pump control module" by a company called fix finder report.. I find this incredibly interesting as this is supposedly the exact part you replaced. Not that it matters but why would it show the same part failing if you just replaced it. Maybe its actually a bad part which may I remind you is under warranty by your dealership. I will happily send you the report. Mr Goin again if you had improved people skills (which even your employees recognize are lacking) this issue could have fairly easily been worked through. Im not sure if I have faith you will do the right thing but, I am here if you would like to resolve this matter. You have my number.

Metro responded publicly on 8/30/23 11:18 AM Mr Goin, this is quite a bending of the truth. First my vehicle is a CTS-V not a CTS so perhaps you are further confused. Some of the 13 service items recommended were things such as an oil change, alignment, tires, a battery, fluid change, car wash etc. Typical things a dealer recommends to fluff up a bill. None of these had anything to do with the fuel issue and the car sputtering. By the way the car did start and run for 30 minutes upon being brought in (according to your own tech in writing) so to claim it was not running is again not the truth. I received the vehicle back in roughly the same condition in which it was brought in as evidenced by my drive home which stalled multiple times.. In addition can you please explain to me why none of your techs or sales reps notified me the check engine line was on when on three separate occasions I explicitly asked, was told the car was fixed, running smoothly and good to go? This would have saved me a two hour uber which you did not once apologize for. To say we mutually agreed on a good will adjustment is again bending the truth. Your complete lack of understanding or wanting to understand the situation forced me to take a roughly 10% credit back to my card rather than walking out and receiving nothing. This was not a settlement or agreement. I cannot get the look on your face out of my mind when your rationale was that " your car is running so we did our job period". Yes it ran for about 15 minutes after being forced to drive away from your lot. You gave me no choice, you did not have or would not source the extra part to fix it.. What I should have been alerted to in the beginning was that to properly diagnose the problem you would need to drop the tank and inspect the fuel pump. Only after you made a guess and replaced the fuel pump control module did you then assume there was a possibility of a fuel pump issue. Shouldn't this have been one of the 13 other repairs mentioned to me in the beginning. The fact is your master tech did not diagnose the issue properly and that is the bottom line. . Maybe this was more important than recommending an alignment etc.. This would have given me the opportunity to decide to have the work completed or decline it. Instead I paid for parts and labor for something I do not need and is not the root cause of the issue. When I asked you to put my original part back in you raised your voice and told me that would cost you another $700 in labor. Again taking no responsibility for your service depts error. For you to say I declined 13 other services is laughable. Would an alignment, brake job, tire, have repaired the fuel pump/issue? The car has 65,000 miles its a 2009 CTS-V (not a CTS) and even by your own sales reps standards is in excellent shape for a 14 year old vehicle. I paid to have a specific problem fixed, I was quoted a price to have it fixed and it was not. I was then spoken to as if I was a child and, you did not show one bit of compassion for what I was put through which any normal human being would do even if they felt they were in the right. Mr Goin, Lastly I will say that the vehicle was scanned at a different establishment last night. It states " replace fuel pump control module" by a company called fix finder report.. I find this incredibly interesting as this is supposedly the exact part you replaced. Not that it matters but why would it show the same part failing if you just replaced it. Maybe its actually a bad part which may I remind you is under warranty by your dealership. I will happily send you the report. Mr Goin again if you had improved people skills (which even your employees recognize are lacking) this issue could have fairly easily been worked through. Im not sure if I have faith you will do the right thing but, I am here if you would like to resolve this matter. You have my number.

I am disappointed to hear that we left you with such a bad experience. This does not sound like the communicative team I know, and I would appreciate the chance to learn from our mistakes so we can provide 5-star experiences moving forward. If you're willing to share the details, would you please contact me at your earliest convenience? Thank you for your feedback, Matt Goin - Service Manager - 9047787700

Thank you for your continued business and your confidence in our team! We appreciate your business and we hope to work with you again at Fields Cadillac Jacksonville. Drive safely!

Thank you for the great review! We are so glad to hear that you had such a successful experience working with Doug and the Fields Cadillac Jacksonville team. Drive safely, and we hope to see you back again down the road!

Thank you for the great review! We are so glad to hear that you had such a successful purchase experience working with Lenisha and the Fields Cadillac Jacksonville team. Drive safely in your new Cadillac CT5, and enjoy it! We hope to see you back again down the road!

It was our pleasure to assist you! Thank you for choosing Fields Cadillac Jacksonville and for highlighting Doug's great work. We look forward to welcoming you back next time!

We'll always take all the time to listen carefully to your needs and do all we can to find you the perfect vehicle! We're delighted that Joel succeeded, and the whole Fields Cadillac Jacksonville hopes you love every mile in your new truck on the road ahead!

Thank you so much! We are delighted to hear that Jessica make your experience such a success and we appreciate you trusting Fields Cadillac Jacksonville with your business. Safe driving!

Congratulations on your new car! We are happy to hear that our team made the purchase experience a five-star one and we appreciate you taking the time to leave a review. Thank you from all of us at Fields Cadillac Jacksonville!