ComplaintsforMassey Cadillac

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I leased this vehicle I was asked to come back for the second key fob. When I came back for my oil change and to get the fob they advised me that the person that sold me the car no longer worked there and they were looking into the issue. I never followed up. Now I try again to get the fob and the manager **** advised me that his staff did not document anything and that he would not be able to help me

  Business response

  07/05/2024

  ***********************;replied on Jul 5, 2024 8:47 PM 
  Hello, thank you for leaving us feedback. We are disappointed to hear that your experience was not a positive one. I would like to personally apologize for today events and that it was not followed up on by the dealership team.

  I would also like to fix this for you as well.

  We understand that buying a new car is a big investment and with it you should get both sets of keys/remotes.

  Please contact me directly so that I may correct this for you. Below is my direct line.

  Sincerely,

  ***********************

  General Manager

  Massey Cadillac North

  ************

  Customer response

  07/10/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So made need you to solve my problem, it's a business transportation company

  Business response

  06/24/2024

  After review with sales manager and salesperson this was brought to their attention after the vehicle was sold. We will be happy to assist in the introduction to a ding removal company we use.  Please let us know so we can arrange an appointment.

  Customer response

  07/04/2024

  I would like to follow up and make an appointment regarding my previous case

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As I was unaware of any supplemental repairs to my vehicle. It appears ********************* ************* email: ******************************************** made unauthorized supplemental repairs to my vehicle and will not release my vehicle demanding I pay out of pocket for those unauthorized repairs.

  Business response

  04/22/2024

  The issue was actually between ************** and her insurance carrier.  Her insurance policy apparently did not cover the replacement cost of OEM wheels which had to be used when the wheels she had were not available.  The additional charge has since been resolved and ************** has taken delivery of her vehicle.  We consider the issue now resolved.

   

  Thank you.

   

  *****************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my son purchased a 2010 Black (used) ****** Corolla from Massey Cadillac 8819 ******************** Orlando ******* We had problems the week we bought it and are still having problems, first it was starter, battery, alternator, now it is the ** compressor, along with the check engine light coming on. And have not even addressed that yet.

  Business response

  03/21/2024

  Hi thank you for your feedback. We spent countless dollars to help, and have addressed many of your concerns and paid for the repairs, on a vehicle that you purchased as is. a 2010 vehicle is now 14 years old and has a chance of having mechanical issues in the future. we addressed the ones that happened right after the sale. Thank you ******************* General Manager

  Business response

  03/21/2024

  Hi thank you for your feedback. We spent countless dollars to help, and have addressed many of your concerns and paid for the repairs, on a vehicle that you purchased as is. a 2010 vehicle is now 14 years old and has a chance of having mechanical issues in the future. we addressed the ones that happened right after the sale. Thank you ******************* General Manager

  Customer response

  03/21/2024

  Massey Cadillac paid for the starter and half of the alternator,  that is all , We are looking at having to put out another ****** for the ** compressor along with whatever labor that's going to be, also the car is shaking at a stop light , Rpm's are dropping , the check engine light is on . I have bought alot of used cars in ******* in my 30 years of being here and never had this many problems with any used cars like this. All we were asking was to at least get the compressor replaced, because we still don't know what else is wrong with this car. We were told when we took it for a test drive that we could not take it without a salesman in the car, so that way a mechanic was not able to look it over . We trusted this car dealership because of the name. 

   

   

   

  Customer response

  03/21/2024

   
  Complaint: 21463190
  
  I am rejecting this response because: The only thing that was fixed was the starter and they paid for half of the alternator , That is all!

  There are too many things going wrong at once, we were asking at our last visit to replace the ** compressor , it's the one thing we do know is wrong at this stage, it's running completely terrible and shakes at a stop light , along with Rpm not right, check engine light on and whatever else is wrong that we do not know about. We would have had it checked with a mechanic before purchasing but the salesperson sat in the front seat, and we were told it's policy we could not take it alone, which I thought was strange, but we really trusted this dealership.  

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

  Customer response

  04/17/2024

  The only problem fixed by massey Cadillac was they replaced the starter and paid half for a alternator we had put in. This car broke down the week we bought it. So still not satisfied, also had a flat tire and realized the car did not even have a spare tire, if that's what you consider good buisiness , I would reasses how you handle selling vehicles from your dealership in the near future.

  Your Salesperson ************************* called and spoke to me saying he was losing sleep because of the situation, that says alot about this whole situation, all we wanted was for Massey Cadillac to at least replace the compressor .

  So at the end of the day this was not a positive experience at Massey Cadillac .

  ****** Carpenter  

   

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 27, 2023, I leased a new Cadillac CT4 from Massey Cadillac North in Orlando, *******. The lease is for three years. The car is approximately $44,000 and I gave $4,500 down and pay $427 per month. I turned in my previous leased 2020 Cadillac CT4 with under the ****** milage allowance and the car was fully loaded with all options. It turns out the car they sold me does not have navigation. It also isnt all wheel drive, doesnt have the Bose stereo, and doesnt have the heads up display all of which my previous car had. The day I picked the new car up I asked how the navigation works. They told me it uses apple car play. I explained I dont use apple car play and need the navigation as Im new to ******* and use it every day in my old car. Then they told me new cars are getting away from navigation and using apple car play. Thats a lie. They then told me apple car play is how all the new cars are going and arent really made with installed navigation. Another lie. They then told me theres an S.D. car that could be added and theyd get back to me. I believe this was to get me off the lot as I had already signed the lease deal. After finding out that navigation couldnt be added to the car they over the next couple of days said they get back to me. I found another car on their website for less that had navigation. I eventually talked to the sales manager who said they could get me the car with navigation because even though the sticker price is less the residuals are different. Now they stopped calling me back. So now Im stuck with a car I dont want for three years in a lease. I didnt have the equipment explained to me and I need a car with navigation as I dont use apple car play.

  Business response

  12/04/2023

       We are disappointed hear that our guest is less than completely satisfied with us. Prior to the delivery of the vehicle all options and numbers were done prior to his arrival to the dealership.  He did ask if we could do a different vehicle, but the payment was more than the guested was willing to do.  The vehicles equipment was disclosed to him.  He was in the dealership for 4+ hours the day of lease purchase. The guest was did a formal review of the vehicle with the sales associate. I personally took a picture of guest with his new car.  He was extremely happy when he left the dealership. The issue I am seeing is that he wishes the vehicle had navigation.  The vehicle has the ability when paired to a smart phone to use navigation via Apple CarPlay or Android CarPlay. 

   

  Sincerely,

  ***********************

  Massey Cadillac North

  Customer response

  12/05/2023

   
  Complaint: 20889355
  
  I am rejecting this response because: the vehicle not having embedded navigation was at no time explained to me. I told them in the parking lot when I picked up the car that it didnt have navigation. They said theyd get back to me and that theyd look into and it could possibly have a SD card added which it turns out, it cant.  I also later found it the car did not have the Bose Stereo, the heads up display, and AWD that my previous car had. I informed them my previous car had had navigation specifically as Im new to *******.  I leased my old car for the embedded navigation system. I informed them I dont use apple car play navigation.  I was originally happy about the new car as I assumed they provided me with the same optioned lease I turned in. They did not and they didnt explain that the car did not have those items. That is the whole reason for the complaint. 
  
  Sincerely,
  
  ***************

  Business response

  01/08/2024

  We stand by our original statement. I went back and review the time stamps in our system as to when he arrived. Which verify the time spend at the dealership. The sales manager and sales associate reviewed the list of option on the vehicle as he compared to his vehicle he was trading in at the time.  The focus and goal ************ had was keeping the payment down.  

       We are disappointed hear that our guest is less than completely satisfied with us. Prior to the delivery of the vehicle all options and numbers were done prior to his arrival to the dealership.  He did ask if we could do a different vehicle, but the payment was more than the guested was willing to do.  The vehicles equipment was disclosed to him.  He was in the dealership for 4+ hours the day of lease purchase. The guest was did a formal review of the vehicle with the sales associate. I personally took a picture of guest with his new car.  He was extremely happy when he left the dealership. The issue I am seeing is that he wishes the vehicle had navigation.  The vehicle has the ability when paired to a smart phone to use navigation via Apple CarPlay or Android CarPlay. 

  Sincerely,
  ***********************
  Massey Cadillac North

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Here is the information on the Cadillac CT4 350 Small Sedan Luxury vehicle. This car was purchased brand new in February 2023. The interior of the vehicle is jet black and beige with a shiny white exterior. I am not a fan of Cadillac cars, but I like the boxy shape of this vehicle, especially the front end. Below, you will find pictures of the car before the accident, after the accident, and before the two sets of car repairs stemming from the accident. Please pay close attention to the hand written notes in yellow/ black noting particular concerns. Initially, my car was in the body shop from June 2nd until July 20, 2023. During this time, I believe my vehicle was stripped of its parts and replaced with older parts. The second time it was in service for a little over a week. As you can see changes were made the 2nd time too. I am not sure how far they went with the initial changes, but I should not be paying top dollar for used inventory. -The idolizing mechanism is not working properly. The car is supposed to stop idolizing when the button is on. I use it at all times and it works occasionally. - The backup camera doesn't always beep for rear ended parking. - They refused to repair the scratches made to my window tinting while the car was being repaired. I do not understand why there are scratches above the vin number and a larger one towards the center of the window shield when the repairs were on the passenger side outside the vehicle. - They cleaned or replaced the filthy gas compartment, but the flap and the base circle still looks old and so does the inside of the gas tank area. My gas compartment was clean on the inside and the outside before the accident. If they changed the gas tank, then I am not sure how much gas the tank holds now. I've gassed up a few times, 40 dollars here and 50 there, but it never seems to be a full tank. Even with gas left in the tank, it doesn't seem to be full. All corrections should be made the right way without management and employee being rude and gaslighting the customer. I have a question, "If everything is okay, then why are changes being constantly made when the car is taken back to the shop?"I asked the manager to view the cameras from the time period my car was initially in the body shop to find out what happened to my car . His response: We do not have cameras in the buildings because they are so old. I looked up and saw what looked like a camera to me. He said that it wasnt a camera. I didn't believe him. The next paragraphs will contain the initial interior concerns on how the car was returned to me, and the changes made after the car had been placed in the shop for a second time. During the second set of repairs, some of the carpet was replaced and a big fat seam is running down the passenger side of the console, and the seat belts do not always lock. From the initial set of repairs until now, the dashboard board is smaller than it was in the original vehicle. It is also hard and not soft to the touch like it was when I bought the car. The armrests are not as soft either. The color of the dashboard is not jet black; it's charcoal grey. I am so upset, because they are building a car piece-by-piece thats not like the original vehicle for me to purchase. I am not comfortable with them doing this. I want the car I initially purchased and not the build-it-as-we-go, the wrong way, car that I have now. What they are doing is wrong. How many others have they taken advantage of and gotten away with it? What did they do with the original car parts, and why did they do it?Please help me get answers, and a viable solution to the issue. Thank you,***********************************

  Business response

  01/08/2024

  It is most unfortunate that any of our guest have a car accident. Repairing a vehicle from an accident can be quite time consuming based on the depth of repair and parts availability as we discussed. It is your belief that the dealership has altered and or changed your vehicle.  This of course is your right.  You and I set an appointment to go over your vehicle and we spent two and one half hours going over the vehicle.  During this process we provided for comparison purpose that exact year, make, model, color exterior and interior, the exact equipment, MSRP and placed them side by side.You pointed out several items that you say were not on the car when it was dropped off for the body shop repairs.  These items were scratches in the window tint, small scratches in the hood and interior scraps.  I did admit that the vehicle was given back to you was not cleaned properly and that we would detail it and clean it as best we possibly could.  We also offered a new set of all-weather floor mats.  We set an appointment.  When you brought the vehicle in you provided the service team 46 or 47 item list for them to look over.  The vehicle was looked at by one of our certified Cadillac technicians and all was verified to be with in working order per the Cadillac specifications.  The vehicle was detailed and the mats were provided.  

  We wish all the best and blessing to you in the coming year.
  
  Sincerely,
  ***********************
  General Manager
  Massey Cadillac of Orlando (North)
  ************

  Customer response

  01/09/2024

  **************, ************* you for responding. My car is currently at Massey Cadillac, and hopefully all concerns will finally be satisfactorily addressed. Some concerns involve the service department and others the collision department. 
  

  The car is a 2023 CT4, purchased last February, and all parts should be properly working, but they are not. I pray that all things will work out, but until I get my car back I would like the BBB case to remain open. I want to get the final results on all the repairs done on my vehicle. 
  

  Thank you,
  ********************************;

  Customer response

  01/11/2024

   
  Complaint: 20708004
  
  I am rejecting this response because:  

  **************, ************* you for responding. My car is currently at Massey Cadillac, and hopefully all concerns will finally be satisfactorily addressed. Some concerns involve the service department and others the collision department. 
  

  The car is a 2023 CT4, purchased last February, and all parts should be properly working, but they are not. I pray that all things will work out, but until I get my car back I would like the BBB case to remain open. I want to get the final results on all the repairs done on my vehicle. 
  

  Thank you,
  ********************************;

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

  Customer response

  01/31/2024

  Thank you for addressing my concerns. The vehicle still shakes and Im not sure why. I havent meet with the Collision Shop to address the issues with the painting of the vehicle.  Furthermore, the scratches on the windshield tinting still has not been resolved. Due to my working hours I cannot bring the vehicle into the collision shop without arranging for a day off. I plan to make that request within the next two weeks.  I would also like to have the correct 2023 Owners manual  too.

  Thank you, 

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

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had the very unfortunate experience of going to Massey Cadillac North Orlando on 2-17-2023 to buy a new Cadillac XT4. I bought a GAP policy for $999.00. I canceled this policy a week later when I had approximately 149 miles on the car. I confirmed with the underwriter that the policy was canceled about March 4, 2023, it would appear on Massey Cadillac MARCH statement that they would receive on APRIL 10, 2023. This refund has not been sent to my lender yet. I have been more than patient on this. I have emailed and left 2 voicemails at Sonic Auto group in Charlottesville, NC gap refund dept. they don’t answer their phones. I have emailed the GM here twice and left a voicemail. He did email on a Saturday afternoon 2 weeks ago with incorrect information. I have filled a complaint with the COO of Cadillac Mary B**** and had a call from the executive resolution office which was supposed to call back last Friday or by the following Monday which was yesterday. Still no refund to lender.

  Business response

  05/12/2023

  There was a miss communication on the cancellation which caused a delay.  On May 4th a fed ex was sent overnight to ***** bank with a check for $999 for the Gap cancellation.  Here is email stating these facts to Cadillac relation liason on 05/05/2023 and Mr. ******* acknowledgement.

  Robert, Thank You.
  
  Also, Mr. ******* would like to give kudos to Dan.
  
   "Dan ***** and I had communication back and forth several times. Dan is the only one I have 10 stars and I wish on my GM survey I could rate Dan separately from the rest of the front of the house. I want Dan to get his credit. "
  
  
  KaTina
  Executive Relations Liaison
  Cadillac Customer Care
  ****** ************ **** *******
  
  
  _______________________________________________________________________
  
  
  From: [email protected]
  Sent: Friday, May 5th, 2023 6:44:18 pm
  To: "[email protected]"
  CC:
  Subject: [EXTERNAL] Re: RE: Escalation (Vehicle Concern): 188058, Massey Cadillac, *******, [SR:9-9801531043], 1GYFZER49PF145106
  
  ATTENTION: This email originated from outside of GM.
  
    The check was Fed Ex to ***** yesterday. He can call Melissa Keijko for tracking number.
  
  Robert Moore
  General Manager
  Massey Cadillac
  4241 N John Young Pkwy
  Orlando, FL 32804
  407-299-6161
  
  On May 5, 2023, at 6:25 PM, ************************* wrote:
  
     You don't often get email from *************************.  Learn why this is important
  
  IT Security Notice: This email is from an external sender. Please exercise caution when opening attachments or clicking links.
  
   ******
  
  No problem. Thank you for that update. Is there a certain timeframe I need to tell the customer or will someone reach out to the customer?
  
  
  KaTina
  Executive Relations Liaison
  Cadillac Customer Care
  Phone: 855-880-1400 Ext: 5915940
  

   

• Initial Complaint

  09/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I discussed the financial figures with sales representative in the morning. I told him I will trade-in my car. I told him I was going to be there in 3hours because I needed to clean my car. He agreed to it. When I arrived the car was sold. It is very important for a business to maintain integrity and ethical practice Show respect to their customers. Sadly this company is lacking all this major components.

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/09/07) */ Contact Name and Title: Jay H***** GM Contact Phone: 2032412774 Contact Email:************************************* Hi********, We're disappointed to hear of the negative experience you had at our location. We apologize for any inconvenience that this situation may have caused, and we would be grateful for the opportunity to turn your experience around. Please contact our General Manager at (855) 805-0486 at your earliest convenience.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Pre Certified Cadillac XT 5 from Massey Cadillac. The time frame of the "pre certified" contract has expired as July 02, 2021. At the time of sale I also purchased from Massey a maintenance warranty offered through GM. I have not been able to use the warranty because Massey never submitted the money nor registered my vehicle for the paid coverage. I have tried for 2 months (calling weekly) to get this issue resolved. Melinda C*****, Business Manager does not return my calls or emails. I have been able to speak with Eric, General Manager and he gives promises - no actions! I have paid for a basic oil change (covered under the maintenance warranty) and was told by both Melinda and Eric to submit my receipt for reimbursement. I have - no check! The warranty was for $2707.00. Please assist me in getting this issue resolved. I do NOT want a refund! I want the warranty!

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/26) */ Mrs.******** - you are absolutely correct. GM has had an issue connecting the maintenance package to the vin number with General Motors system so it can be seen. We have verified by phone to GM that your policy is active and does exist. Unfortunately this was a step that another dealer did not pursue on your behalf for which I do apologize. GM is working to resolve the matter. Please bring with you on your next service visit your proof of purchase so you do not run into this situation again. Please for to my email the copy of the service bill and I will personally get this handled. below is all my information. Robert M**** General Manager Massey Cadillac North [email protected] 407-781-3106

*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. ↩