ComplaintsforEd Morse Cadillac of Brandon

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle with several additional options.I decided to cancel I went in person to cancel per the requirement of the finance manager ****. I have awaited for my refund and I followed up numerous times with no response. I called the sales manager and emailed the sales manager. No response. I contacted the companies about the cancellation and they stated they have not received the required documentation in order to cancel. We should be receiving over ******** back and have reached out to corporate as well. They stated it will be assigned to a person and the time frame for cancellation is 30 days to receive a full refund and they are not complying with in the time frame yet we did our part. I have numerous emails texts messages and phone calls I kept to document all correspondence and attempts. We need help.

  Business response

  05/17/2024

  We processed the refund on 5/15 and sent an email to **************** advising a check was being issued/signed and mailed to his home address.  We confirmed the address.  

  He replied with a thank you.  A copy of the issued check is attached.  He should receive today or Monday.

  Customer response

  05/21/2024

  Complaint: 21718187
  
  I am rejecting this response because:

  Today is May 21st 9:05 am and zero refund has been received. 

  I am owed ****** for the 2022 XT6 Gap Refund and I still do not have it. 

  I have submitted the refunds for ********** GAP,  Global Protection Warranty, and ************ Protection in the total amount of $6,098.40 and have requested the refund cancelation in person, phone, email, text, and have escalated it the main corporate office to *************** Cadillac and have still not received it.

  I would like proof of all check copies and tracking numbers of the mail if in fact if was completed. I would like to know when it will be done as it has been more than 30 days and I have consistently followed up. 

  Sincerely,
  
  ********************;

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased(leased) what should have been a new car being that it was literally on the showroom floor. Since this purchase Ive had my car in the service bay over 6 different times, one time specifically for over a month trying to resolve the same issue. This issue is recurring and only gets fixed for a period of time before Im back in the shop. Ed ********************** Cadillac has given me the runaround for over a year when it comes to this vehicle. It is a lemon, by all definitions of what is covered by the lemon law this car has met every check ***** I have all the documentation for each visit & service rendered. Please Help. Thank you.

  Business response

  05/09/2023

  The vehicle was purchased on 3/27/21.  The mileage at the time of purchase was 2556.  This unit was previously a courtesy customer loaner unit.
  The customer is requesting a refund for cost of services provided, but other than periodic services for oil changes and tire rotation, all mechanical issues were handled under warranty and with a loaner vehicle being provided to the customer while their vehicle was being serviced.
  Since the vehicle had some warranty work done, the customer was contacted in April 2023 by our Service Manager and our ***** Service Engineer for a final repair review and inspection,but we were advised at that time that the customer was not experiencing any mechanical issues. 
  When the vehicle was last serviced in January 2023 the odometer reading was nearly 33000.  This customer did express a concern that the number of miles that they are driving will financially impact them when they turn in their lease.  That is not a situation that is covered by the ******* Lemon Law.
  Although we feel that this situation does not follow the definition for vehicles covered by the ******* Lemon Law, we are happy to provide the customer with a booklet that is a consumers guide to the law so that they can pursue that option with the manufacturer.
  During an April visit by GM ***** Engineer *******************, the client verbally on the phone confirmed there are presently no issues. That was said to the GM engineer and our Service Manager ******************************  Again, we have no scheduled repairs.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a vehicle two days ago and it was never detailed. It should have been completed day of purchase but they didn't do it so I took time out of my day the following day to bring it back over to get a scratch fixed (that the dealership created) and for it to be detailed. I dropped it off at 9am, called back two hours later to check on the status, he stated it still hadn't been worked on and would need until 1pm to be finished. I get there at 1:15pm, they pull the car around and to my surprise it's in the exact same condition as when I dropped it off over 4 hours earlier. It wasn't even ran through the car wash. This runaround it's completely disrespectful and utter laziness. How can you treat a customer paying you tens of thousands of dollars with such disdain is unbelievable. I expect a resolution for this headache this asap.

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/02/21) */ Contact Name and Title: ***** ***** GSM Contact Phone: 813-661-0887 Contact Email: **********@edmorse.com *****, I sincerely apologize for your experience. I would like to speak with you personally to get this corrected immediately. I would be willing to have the vehicle picked up from you, detailed, scratch fixed, and then returned to you. I can be reached at 813-661-0887 office or at ************ cell. My name is ***** ***** and I am the General Sales Manager here at Ed Morse Brandon

*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. ↩