ComplaintsforArrowhead Cadillac

• Initial Complaint

  06/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 28, 2023 I placed an order for a brand new 2023 Cadillac Escalade ESV at MSRP with Arrowhead Cadillac. We proactively arranged our financing with our credit union as we've always done in the past. I was offered great terms by my personal credit union. Vehicle arrived 6.15.23 & when I requested the purchase order from our sales rep, he inquired who I'd be financing the vehicle through & how I'd be settling the balance. I shared with him that I'd be bringing in a cashier's check from my credit union and he was very quick to say that he could not accept my cashier's check??? When I pursued the purchase order, he turned me onto his finance manager who then proceeded to convince me to come in to sign their contract and that they work with my credit union all the time. She went further on to say that my interest rate would be internally lowered to match the interest rate that my credit union originally offered??? As soon as I called my credit union to confirm, they explained in full detail that what I was advised was completely false and not common practice! They found it very unethical that I was being lied to and steered into unfavorable terms. This upset me even more and I was determined to speak with the General Manager to explain my situation and was hopeful he could turn this around. This failed miserably as well, he was very quick to tell me that he was not going to sell my vehicle to me solely based on the fact that I would not participate in his financing offer. He stated it wasn't too much to ask if he was selling the vehicle to me at MSRP. I'm in the mortgage industry which is heavily regulated and we are to ensure the borrower is to receive the best possible terms and we are to protect their interest. I feel I was treated unfairly and lied to just so they could focus on their profit margin. Regulations should be put in place to prevent this from happening to others who may fall to their trap!!!

  

  Business response

  06/21/2023

  After a significant discount on the vehicle *** ordered was negotiated, terms were still not acceptable to ***, and he passed on the car deal.  There is nothing more to discuss.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dodge challenger hellcat from arrowhead Cadillac, they did not tell me that the car required E 85 fuel. They themselves did not know that the engine required E 85. They had not been putting that in the vehicle. When I asked what type of fuel it took, I was told to put in premium. Using this fuel has caused me a $6500 in blown pistons.

  

  Business response

  01/26/2023

  Arrowhead Cadillac was not aware of any customer complaint, until 10 months after the original sale, at which time the customer refused **********************'s generous offer of compensation.  Arrowhead Cadillac considers the matter closed.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2022 Cadillac Escalade, brand new, and so far this has been our horrible experience. We have only owned the vehicle for less than six months and so far the following issues have occurred; the door handle has come off, the front bumper clips broke leaving my bumper flailing in the wind chipping the paint, the leather gear shifter ripped, and the splash guard in the passenger front tire was missing screws and every time we got onto the interstate my car made a noise similar to flatulence. And no.Im not making this up. We purchased the warranty so we werent too worried about it, except we shouldve been because the customer service has been awful. We have owned foreign luxury cars most of our lives and are not used to this kind of poor treatment which is shocking because we paid the most for our Escalade. Our service advisor, Bora, has been absolutely awful. When we went to follow up with her supervisor, (the Director of the service department) *****, in person he was fantastic however over email or phone calls we have gotten no response in 3 weeks. First off, let me state that during the buying process we were informed that the dealer would either come and pick up our car or we would get a rental. There are never rentals available so almost always you have to rely on them to come pick it up. We have an appointment tomorrow and Bora canceled our pick up so now we have to drive it in. Little does she know we fully intend on talking to the ** while we are there. We bought the Escalade knowing that the gear shifter was broken, and that repair actually went pretty smoothly. We had also driven on the interstate that weekend and noticed a sound coming from the wheel well and when we went to look some of the screws were missing so Boras team replaced them. When our parents were in town, I went to open the door and the doorhandle literally came out of the door and was hanging there by a thread. Out of characters to explain the rest!

  

  Business response

  07/20/2022

  Dear BBB Representative,

  We require additional time to research this matter.

  We will respond shortly.

  Best regards,

  Arrowhead Cadillac

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/28/2022 I had our 2016 Cadillac SRX in to Arrowhead Cadillac due to a check engine light that came on. After diagnosing the vehicle they informed me that I would need a part that they would have to order. They wanted me to pay for the part up front, prior to ordering, $452.00, which I did. They could not tell me when the part would be in. It is now going on the fourth month with nor feedback from them. I have followed up with 2 phone calls to them and get the same response each time, "we don't know when it will be in, but we will get in touch with you when it arrives." I also contacted GMAC **************** twice and theysaid that they would follow up and get back with me. Well I have not heard back from them either time about any resolution. We are needing to take the vehicle on a cross country trip for a relative that is having a kidney removed that we need to be there for. Is there any kind of resolution that you could possibly help with?

  

  Business response

  06/08/2022

  Dear BBB representative,

  We have emailed our response.  Difficulty attaching. 
  

  This has been fully resolved.

  Please see our email.

  Thank you,

   

  Arrowhead Cadillac 

  Customer response

  06/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
    I did not find any attachment from Arrowhead Cadillac, but they called me the Monday after I filed this complaint and informed me that the part had come in and we set up an appointment for the next day and they installed the new part. 

  So far everything seems to be functioning well.

  
  

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 5, I took my car to Arrowhead Cadillac for routine service. My Service Representative, ******* Tenant, told me the cost for the Service would be $766. He also informed me that he would be on vacation January 5, and that ***************** would take care of me.When I talked to *** about the service needed, he told me the cost would be $1,736.75. I respond, and said **** advised me that the cost would be $766. Dans reply was, I also needed spark plugs and that was the reason for the additional cost.Because I am not an expert in car repair and because I thought that a prestigious company like Cadillac, would not scam their customers, I allowed them to do the work.On January 20th, when my advisor, **** Tenant returned to work I sent him an email asking him to help me understand why the service was approximately $1,000 more than he quoted me. **** responded and told me that I would receive a check for the difference.It has been more than a month and I have not received a check. I have talked to **** on several occasions and he just keeps telling me, he will call me very soon to pick up the check. At this point, I have no confidence that Cadillac will do the right thing by me and refund my money.I am a senior citizen on a budget. This experience has been financially and emotionally distressing for me. I appreciate any help you can and will provide.*****************************

  

  Business response

  03/02/2022

  Dear BBB Representative,
  
  We have reached out to **************** and agreed to, in good faith,refund $653.01 to her Mastercard ending in 3433.  The refund was successfully processed on February 25, 2022.
  
  We truly value **************** patronage and appreciate the opportunity to respond to this matter.
  
  Best regards,
  
  ****************************
  Controller

  Customer response

  03/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  

  I have received the refund from the business.  Thank you for your help in resolving this.

   

  *****************************
   

  
  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2015 Cadillac CTS Vsport premium.We brought in under warranty on October,08 of 2020 for the ** not blowing very cold. told nothing is wrong. On February 23 of 2021, I brought car back in for same problem and again told nothing is wrong. I said that the car's warranty will be up in May 2021, which they responded that's ok since it is on record. After complaining about dealer online, they reached out to me to bring car back in. Doing so, I was told that there is an issue and that it would cost me $2462.28 The 2 hvac actuators needed to be replace and the dashboard would have to be taken out. I was told Cadillac would not help with this issue. I call Cadillac ************* and they said that they would pay $700 and some odd dollar amount. I asked how do you come up with that when you are admitting something is not right? Still arguing with dealer, they said that Cadillac would now pay for 1 actuator and labor for 1 actuator. I would have to pay for the other one and labor around $400.00 I told the dealer since the parts were less than $100.00 each, that they should eat the rest of the labor due to their incompetent technicians. That is where I am right now. I told dealer that I was going to pursue this further with the BBB and possibly Legal help. I also have all my service records that show all of this.

  

  Business response

  04/19/2022

  Dear BBB representative,
  ********** brought his vehicle into our service department in February of 2021 reporting an A/C
  concern that we were not able to duplicate. No diagnostic codes were present and the A/C was working
  as designed. In December of 2021, 10 months later, ********** returned to our service department
  and reported an A/C concern. We were in fact able to duplicate the reported concern and found
  diagnostic codes indicating that the left and right temperature actuators were getting stuck. When we
  advised ********** of our finding he requested that Cadillac ************* honor their, now expired,
  vehicle manufacturer warranty or that Arrowhead Cadillac absorb the cost of repairs. We reached out
  to Cadillac ************* who, as a gesture of good faith, offered to cover one actuator and most of
  the labor cost, however ********** declined this resolve. A case with Cadillac Customer Assistance
  remained open for two months before ********** made the decision to accept the good faith repair
  assistance offered. Cadillac ************* covered $1371.47 (82%) of the $1670.79 total repair cost.
  Repairs were completed on February 15, 2022.
  We, truly, appreciate ********** patronage as well as the opportunity to respond to this matter.
  Best regards,
  
  ***************************
  General Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩