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:02/05/2025

  Type:Product 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 purchased a 2024 CT5. I asked if it came with 2 keys and was told yes. The car had an acceptance inspection when the dealer received it. It went through and additional inspection before I took possession because there was an issue with a fault indicator. Neither of these inspections indicated any concerns with the key fobs. When I took the auto home, I attempted to set up the onboard electronics but couldn’t because the keys were not properly identified by the auto. I went in the next day believing that I may not be understanding the instructions. The sales rep tried numerous times to correct the issue but failed. We then went to the service area and approached the service desk. I started to explain the problem and the tech took one look at one key and said “that’s a third party key and the other was probably a replacement for a lost key.” He then went on to explain that the only way to fix it was to delete and reprogram the car. That would cost ~$200. If I wanted a second OEM key the another $500. I relied on their two inspections and salesman and feel that the issue with the key fobs was obvious and should have been annotated . It should have been presented to me at time of purchase.

  Business Response

  Date: 02/06/2025

  Mr. **** bought a pre owned XT5 and came in with 2 keys, no one in the inspection process checked the see if the key would work with setting the memory seats, that being said it is a 24 that was Certified so we will call him and get him in to correct the problem.

  Customer Answer

  Date: 02/06/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22899431, and find that this resolution is satisfactory to me. I appreciate the quick response from the business.
  
  Sincerely,
  
  Joseph ****

• Initial Complaint

  Date:10/24/2024

  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 am filing a complaint against [GMC Fort Walton Beach] regarding their refusal to fix the fender flares on my vehicle, despite the fact that they caused the damage. For over a year, I have consistently requested that they address this issue, but they have failed to take any action. This damage occurred as a result of their work, and yet they continue to neglect their responsibility to fix it. I am extremely dissatisfied with the dealership’s lack of accountability and poor customer service, and I am seeking assistance in resolving this matter. I had a collision center look at the fender flares, and they told me that three clips on each side were missing, and one was broken. When I called them to let them know that, they said I would need to get a letter from the collision center proving they were the ones who did it. But obviously, I’m not able to do that because they can’t prove that it was them who did it. The dealership said they replaced a headlight, and in order to do that, the fender flare on the passenger side and driver side need to be removed. They were the ones who last touched them, and they ended up breaking them and refuse to fix it or make it right.

  Business Response

  Date: 11/25/2024

  We have left a message for Mr. ****** to replace the clips and have not had a response as of yet.

• Initial Complaint

  Date:05/29/2024

  Type:Customer Service 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 received a letter around February of this year(2024) about a refund from the gap insurance I had on my car. I paid my car off 8 months after purchase and didn’t know I was owed a refund through my gap insurance until I received a letter through the bank that had my car loan. Citizens bank told me to call the dealership because the account was closed due to paying off my car. We called Cadillac of fort Walton beach and told them that we got a letter stating we are owed a refund from the gap insurance. For nearly four months it’s been back and forth with them about it. They keep saying someone will return your call and nothing. We even called the general manager and no one has called back. I don’t know what going on with the check. We keep getting the run around. This is something that is owed to us and I feel like they don’t care about it. I just need someone to say we got it and the money is coming to you. We don’t live in Florida anymore so it’s not like I can just walk it and talk to the finance manager face to face. Calling is my only way to communicate with these people. I’m so tired of this back and forth and them leaving notes to the finance manager saying he will get back to us when he doesn’t at all!

  Business Response

  Date: 07/17/2024

  Customer Success Department has been working with Mr. and Mrs. ****** in regard to the issue.  It was determined that check was delivered to an incorrect address as they had moved.  A new check has been cut and mailed now that we have an updated address.  If any further assistance is needed, please feel free to call Customer Success at 850-275-1522.

• Initial Complaint

  Date:06/12/2023

  Type:Product 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 bought a Cadillac Lyriq 2/25/2023. My salesman Caleb told me there was a $1500 promotion for electric vehicles to help defray the cost of hooking up the electric in your home. I bought the car and called the dealer numerous times about the rebate as nothing had come in the mail. My salesman Caleb was no longer there so I finally reached Jr Johnson who was a manager. He informed I wouldn't get it as they had given it to the previous owner. I told him I was the original owner. The car had 2 miles on it when I looked at it and 6 miles on it on delivery. On the contract under the box that said if this car was delivered to a previous owner ck this box. The box was not checked. I asked Jr who the previous owner was he said he didn't know. I said that's crazy I did not buy a preowned car. He said "this conversation is over" and he proceeded to hang up on me.

  Business Response

  Date: 07/24/2023

  We do agree that the customer did not purchase the vehicle used. She was the first owner. However, she did not qualify for the $1500 charger. We have spoken with her many times about this. We apologize for any confusion.