Poor Customer Service, Unresolved Repair, and Disrespectful Treatment…read more
We brought our 2019 Cadillac XT4 to Pit Stop to have an issue with the front accent light bar diagnosed and repaired. This is the distinctive teardrop-shaped light that also functions as the turn signal. The original estimated repair cost was over $900. After running diagnostics, the owner told us that replacing the circuit board would fix the problem. We agreed to move forward with the recommended repair and waited two weeks for the parts to arrive.
When we picked up our vehicle, the light was still not working. The original problem had not been fixed. The owner responded, "Hmm, that's weird," and then said it must be the headlight itself.
Despite the fact that the repair had not resolved the problem we brought the vehicle in for, the owner continued emphasizing that he had replaced the circuit boards and pointing out the old parts, as though replacing those parts automatically justified charging us for the work, regardless of whether the repair actually fixed anything.
We were then put in the position of having to argue about paying for a repair that did not resolve the original issue. We offered to pay for the diagnostic fee and the part as a compromise, but we did not believe we should have to pay labor charges for an unsuccessful repair. We ultimately paid $277, consisting of $50 for diagnostics and $195 for the replacement part, plus tax. We did not realize the part alone was going to cost $195. We left having paid for a replacement part that did not fix the problem, and our 2019 Cadillac XT4 still has the same accent light bar and turn signal issue.
Frankly, we do not believe we should have had to pay anything for a repair that failed to resolve the problem we brought the vehicle in to fix. Nevertheless, we tried to find a reasonable compromise rather than simply refusing to pay.
What happened next was absolutely unacceptable. The owner became increasingly irritated and responded, "What do you want from me?" He eventually agreed to our proposal, but then brushed his hands together, said, "You and I are done," and walked away.
That gesture and those words spoke volumes about how he chose to handle the situation. It came across as though he was dismissing us and ending any relationship with us simply because we questioned paying for a repair that had not fixed our vehicle. We were not asking for anything unreasonable. We wanted the original problem addressed and a fair resolution after trusting his diagnosis and waiting two weeks for the part.
We understand that car repairs do not always go as planned and that further troubleshooting is sometimes necessary. However, customers should not be expected to accept an unsuccessful repair without question, particularly when they relied on the shop's recommendation about what would fix the problem. At a minimum, we expected professional communication, accountability, and a willingness to discuss a fair solution. Instead, we felt that the owner was more concerned with pointing out that he had replaced the parts than acknowledging that the repair had not accomplished what it was supposed to do.
The way a business handles a problem says a lot about its customer service, professionalism, and integrity. Unfortunately, our experience left us feeling disrespected, dissatisfied, and out $277 while still facing the original repair. The issue remains unresolved, and we may now have to take the vehicle somewhere else and pay for additional diagnostics and repairs.
Based on both the unsuccessful repair and the way we were treated when we raised legitimate concerns, we will not be returning to Pit Stop. We are sharing our experience so other vehicle owners can make an informed decision before trusting this business with their vehicles and their money.
