Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/19/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase price of vehicle was changed from online website listing by $1163.25. I did not want any additional dealer ad ons or required products sold to me. Dealership sold vehicle with visibly worn tires and is refusing to refund for tire replacement or fix the inflated purchase price. Deceptive buying process. The bottom line number matches but not the itemized charges to get to that number.

  Customer Answer

  Date: 05/11/2024

  Hello, 

  I sent an email in regarding closing this case after the dealership has offered to mail me a check for $700 to cover a portion of the tire replacement cost. The dealership is stating they will not mail the check until this case is closed. I did not receive any emails back and it looks like the case is still open. I will provide documentation from the dealership. 
  

  Thank you,

  *********************;

• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called since September 2023 but have not heard back with a response until March 14, 2023.Delray Cadillac sold me a vehicle with a certified warranty. We purchased an extended warranty for 2190.00.The warranty we purchased I was able to find out with the help of the ** representative ******* is Global Warranty. Edmorse Delray finance sold it to me. I spoke to ******* with Global on Saturday March 10, 2024. The contract for our warranty is GP30014927.******* explained that Edmorse Delray Cadillac Finance never even sent over our contract to them and that they have no file to provide me a copy.******* further explained that the warranty we purchased as an extended warranty to start after the certified warranty on the vehicle actually started once our certified cadillac warranty began. In fact it STARTED THE **** THE VEHICLE WAS MADE IN 2015 even though we purchased THE VEHICLE IN 2016 OVER A **** LATER.This is absolutely disturbing. Edmorse Delray Cadillac has misrepresented the purchase of warranty purchase. I am the victim of fraud.My vehicle should be still be under warranty. I then spoke to **************** on the ***************************** Edmorse had fulfilled its obligation and would not take responsibility as what I said was shared with me was VERBAL AND NOT IN WRITING.This is fraud. I paid for a warranty now to be told by the warranty company that the warranty not only started the day that the Cadillac certified warranty started but even a year ahead. We were told we had 10 years or 100k. We have not reached 10 years or 100k. This is unethical.What really bothers me the most is that I paid for a warranty and have not been able to use it. I have purchased from many vehicles from Edmorse to be the victim of this egregious form of fraud. Why would anyone purchase a used car warranty that starts the same day the vehicle was manufactured when it has a cadillac certified warranty of 5 years? Delray Cadillac stole $2190.00 from me for a warranty.

  Business Response

  Date: 04/09/2024

  ***********************, the Corporate Finance and Insurance Specialist, along with other dealership personnel have been in constant communication with the customer.  

  Attached for your ease of review are 2 screenshots from the Global Protection Contract Search in the web portal (GP30014927). 

  These records indicate that the customer, purchased a $2,129.00 Warranty contract.  

  The screenshot records also indicate that the customer utilized claims in the amount of $5,023.23 for repairs on the vehicle.  The customer benefited close to $3,000.00 in warranty repair work as a result of the Warranty contract.

  Based upon the screenshots the warranty expired on 09/18/2023. Warranties must be in writing and are not verbal as the customer is suggesting.  Memories fail and written warranties are printed with specificity.

  The customer purchased the vehicle in 2016.  The dealership retains deal records for 5 years.  This transaction occurred 7 years ago. 

  Regrettable, sometimes, people have forgetful memories and/or do not recall what contract they signed.

  If the customer has a copy of the Warranty contract (GP30014927), we would be happy to assist them in speaking to the warranty company on their behalf.  The Dealership does not have copies of these records past 5 years and can only go on the screenshot records.  

   

  Please have the customer provide a copy of the written warranty, so that we may assist them.

   

  A list of how long dealerships retain records is below:

  Office of Financial Regulation (OFR)  2 years. Examples of these records are Retail Installment Contracts, Sales, Books, Account, etc.  You will want to make sure that these records are kept for at least two years after final entry therein.  See Florida Statutes.

  
  Credit applications and Adverse Action Reports  25 months.  You will need original records of customer credit applications and any letters or notices of adverse action. 

  
  Department of Revenue (DOR)  3+ years.  Taxes, taxes, and more taxes.  You will want to keep diligent records of anything tax related, both Federal and State tax including audits, exemption documents, ledgers, cash receipts, and any other documents that would verify the amounts listed on your tax returns.  Audits can go back as far as 3 years.

  
  IRS 8300 Form  5 years. In addition to the above tax documents, dealers must keep a copy of every 8300 Form they file and the required statement it sent to customers for a minimum of 5 years.  

  
  Division of *************** ***** Vehicle Dealers 5 years.  You can keep these DMS records electronically or in paper form. See Florida Statutes.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21492398
  
  I am rejecting this response because I never received the contract from Ed ********************** finance. I explained the same to ****************.

  The use of the warranty for warranty repairs is a right. This was not given to me but a paid warranty on the finance agreement.

  1) I was never aware that the warranty ended as I was told I had 5 years certified warranty as a certified cadillac purchased through GM Finance by the Delray Finance officer upon purchase. 

  2) I was told by Edmorse Delray Cadillac  Finance also that the additional warranty purchased would extend my certified given of 5 years another 5 years for a total of 10 years or 100k miles.

  3)I have been trying to resolve this since September when I was told my warranty had expired which. 

  Ed ********************** Automotive (****************) is misrepresentating my communication. ***Ed ********************** never provided me with a warranty contract.

  ***Ed ********************** did not even know who the contract was with until I provided the contract number of which I had requested since September 2023 and NO ONE from Ed ********************** contacted me until I filed a public complaint.

  *** I was told by **************** in March of 2024 that I had a "wrap" a term for the warranty that although I purchased the vehicle in 2016 Ed ********************** started my warranty the date the vehicle was manufactured which I knew nothing of.

  *** Who would pay for a warranty that starts a year and 5 months before their purchase when it already has a certified warranty? 

  *** I also spoke to the warranty company ******* who also told me that the contract was never sent by Ed **********************. 

  *** **************** notes the use of the contract and that it was recently used but yet he states he cannot access the contract due to limitations?

   

   

   

  wwiwhether it was used or not.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with ***************************** from Ed ********************** Cadillac on Monday, December 11. I inquired about a vehicle they had listed as available for sale. ********************** asked me to provide my information for her to begin the process of obtaining an estimate of my trade in, and providing an estimate sale price for the vehicle that I was inquiring about. I provided my name, my date of birth, and my address to a link that ******************** emailed to me. I did not provide my social security number, and I specifically directed the agent to not perform an inquiry on my credit until I agreed to the terms of the deal.Morse Operations **** disregarded what was agreed to, and the company performed a hard inquiry on my credit report. Morse Operations **** was not authorized to run my credit. They in fact were specifically directed to not run my credit; however, they turned around and that is the first thing that they did.This behavior and practice by Morse Operations **** is not only unethical. I believe this violates the Fair Credit Reporting Act. I have filed a dispute with the credit reporting agency, with the ****************, and I am waiting on the resolution. I spoke with the Manager, *************************** who said there is nothing he can do. This company, Morse Operations ****, ran my credit without authorization. They actually went against the customer's specific directions to not run the credit. This is a highly disrespectful, unethical, and illegal practice that this company and its agents are conducting. This is in violation of the Fair Credit Reporting Act.

  Business Response

  Date: 01/03/2024

  This response is regarding the ********************************* complaint towards Ed ********************** ****** Cadillac.  The sales person, ******************** directed the Complainant to place the trade information into the system at Ed ********************** ****** Cadillac on-line so that the Complainant  could be provided information to begin the process of obtaining an estimate on her trade in.
  
  During the process, the Complainant, ********************************* also placed her Social Security information into the search information and submitted a credit inquiry. The Consent Status must be checked by the Consumer and the terms agreed upon prior to the submission by the Consumer for the purpose of obtaining credit and to begin a credit investigation.  In this case with the BBB, the Complainant submitted a Full Credit/Lender Submission along with her Trade Appraisal.  Please see the below Consent Status. 

  The Complainant chose not to check the Identity Check Consent and only sought a Full Credit/Lender Submission.
  
  The Complainant may have forgotten that she provided authorization to the Company, Morse Operations ***** d/b/a Ed ********************** ****** Cadillac by clicking on the web-page authorization for Full Credit/Lender Submission.  This does periodically occur at times. 
  
  If you have any other questions, please do not hesitate to contact me.
  
  Sincerely,
  
  *************************
  General Manager

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20996251
  
  I am rejecting this response because:  I did not provide my social security information.  I specifically advised ******************** that I was only inquiring about the vehicle, and I did not provide her with my SSN.  The dealership's response to the complaint is false.  This issue is being escalated with the *************************.  This dealership is committing fraud.  Unauthorized credit check.
  
  *********************************

  Business Response

  Date: 01/31/2024

  To Whom It May ******************* was no violation of the Fair Credit Reporting Act. The customer logged in from their mobile device on December 11, 2023 and submitted a Consent Statement prior to submitting a Credit Application.  The customer cannot submit a Credit Application without agreeing to a Consent Statement.  The customer filled in the Credit Application and submitted the application from their mobile device.  Then the customer received and email confirming their Credit Application submission.   

  Thank You 

   

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have leased and purchased at least 7 new cars from the Ed ********************** ******** location. in 2018 I leased a 2018 Buick Enclave, and when the lease ended in 2021, I extended it a couple months and then decided to buy the vehicle. One of the finacne guys at Ed ********************** Sawgrass handled the transaction. He included an extended warranty and prepaid maintenance plan through a company called *********************** **** I was told if I sold or traded the car, I could cancel or transfer the plan. I didn't even know I had a maintenance plan until about a month ago when I had my oil changed there. In looking at my paperwork, I paid $1,792 for the mechanical and $1,415 for the maintenance. I am in the process of replacing the car with a new Enclave. I found one in *******. I have been trying to find how to cancel the mechanical and maintenance plan, but nobody at the dealer will help or return my call. The company has no website or phone number. In searching, I found Ed ********************** owns *********************** **** and it is only good if you service or repair your car at their dealership. I have called the dealer ****************** times. First spoke to sales at Buick and was told I needed to speak to finance. I have left 4 messages for different finance people, ***********, ******, and ?. They never answer their phone and do not return calls. It's unfortunate that I thought they were a good dealer until this situation arose. Now I realize as long as you are leasing or buying, they will help you, but otherwise, they don't care. I would have continued as a loyal customer but after this experience, I will find another dealer.

• Initial Complaint

  Date:06/03/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered and agreed to purchase a 2022 **** Maverick (vin:*****************) from ***** **** in July 2021. Due to the closure of this dealership, the order was transferred to Ed ********************** **** Red Bud. **** Motor company emailed ** that our **** was delivered on April 26, 2022, but when we contacted the dealership they couldnt produce the vehicle, but they asked for additional time to research. We called FoMoCo directly on their **************** line to try and track our truck and they stated the vehicle has been delivered. The service rep stated that this sounded shady and it sounded like our vehicle may have been sold to another buyer. We followed up with the dealership, and they stated the vehicle had been returned to ********** due to no one being available to accept the vehicle at the dealership but they could have it back to us in a few days. We have stayed in constant contact with the dealership via phone and in person visits trying to get updated on when the vehicle would arrive back to the dealership, but every time we call the dealership they have another story of where the vehicle is located and they have no way to track it. So we have heard its been in ********** but now its back in ***********, to the most current feedback that its on a truck heading back to ********* but thats was a week ago and we still havent had any communication initiated by the dealership. Our bank has cut a check to the dealership for the full price of the vehicle and we have signed the contract for our truck but still after over 37 days of waiting we still dont have our truck. This is not a supply chain issue. **** has delivered the vehicle, but we believe the dealership may have sold it to another customer per the comment from ****s customer service representative. We have called Ed ********************** corporate headquarters several times this week to get some assistance and we are constantly forwarded to a voicemail that isnt monitored because no one has followed up to date

  Business Response

  Date: 06/20/2022

  Mr. Coopers vehicle was sent on 4/26/22 to ************************ the selling dealer. There was paper work drawn up by ****************** to divert the vehicle to Ed ********************** **** in ******* ** as *************** had been permanently closed for business. The vehicle was not sent to Ed **********************. **************** called saying the vehicle was here. Upon review we never received the vehicle. Checking with contacts at **** it was determined that the vehicle was sent back to what **** thought was ********** ramp. The Maverick was actually sent to the *********** mixing center. Mr. ***** ***************** came to Ed ********************** **** and demanded to pay and do the paperwork. We did not want to do that, but they insisted. Our contact at **** has found where the vehicle is at the mixing center in ***********. ***************** sent a survey in saying that we probably sold the vehicle to someone else. I called **************** and assured him it was not the case. I have asked my contact at **** to call him, he said he would. As of 6/20/22 he has not called. On 6/14/22 our Sales Manager contacted **************** to explain the **** contact was on vacation and  we would follow up when he returns. **************** told the Sales Manager he understands that the problem was not a problem that was caused by Ed ********************** but by the closing of ************************ and ******************. He also said he would like to buy an F-150 Lightning from **. As of the morning on 6/20/22 our contact at **** has no update on the vehicle location. He said when he has that update he would contact ****************.

  We at Ed ********************** are not sure what else we cold do to rectify the situation.

  .

   

  Customer Answer

  Date: 07/02/2022

   
  Complaint: 17315287
  
  I am rejecting this response because:
  Ed ********************** **** still hasnt delivered the vehicle. Its now been 66 days the vehicle has been sitting at the Kansas City mixing location and after each conversation I have with Ed ********************** **** we are still no closer to a resolution. I was told the contact in *********** would call me three weeks ago, and I still havent heard from him/her. The General Manger has told me specifically that this should be handled before the end of May and then again by end of June. Still no vehicle or updates from anyone. I cant understand how Ed ********************** is continuing to get vehicles shipped in from the *********** mixing yard but they cant get one vehicle delivered? This is not a supply chain issue. **** has built and shipped the truck. Where is the truck? Why hasnt the dealership gone and but hands on the vehicle and insisted the vehicle be shipped next? Or tried to get a waiver from **** to moved the vehicle themselves. I feel like this should have been resolved. Other local dealerships like Auffenburg ****, near me are getting Mavericks by the truckload literally (they had 4 on their lot being processed for delivery) and I cant get mine which is now just shy of being ordered 1 year ago. This wait time for the vehicle to be delivered back to Ed ********************** **** of over 2+ months is ridiculous! The General manager has even stated as much, but I still waiting. My wife and I have tried to be patient throughout this process. Our patience has run out. Resolve the complaint with the delivery of the vehicle.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/14/2022

  The vehicle **************** ordered at ************************ was delivered to Ed ********************** today. We have arranged for a Tuesday delivery, 

  Customer Answer

  Date: 07/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My truck has arrived and I will be taking delivery next week. The General manager, *****************, has been trying to get this resolved and we appreciate his efforts. 
  
  Sincerely,
  
  *************************