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:10/13/2023

  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.

  October 2020, I purchased a Cadillac from Linus Cadillac. In December 2020, the car started exhibiting issues with the electronics. I have emails, videos, pictures and letters that span the time period of December 2020 til now that detail continued problems with the vehicle.On October 10th, I was told that the vehicle was "unfixable" and nothing else can be done. The car is STILL UNDER WARRANTY. It is a 2019 vehicle.I am looking for resolution to having a car that is broken after spending that much money, and for the dealer to treat their customers correctly.I want my money back, or a car that is fixed.

  Business Response

  Date: 10/18/2023

    We have bent over backwards for ***************** . We have replaced the *** screen and Radio head several times our shop ******* along with *************************** our Service Director and myself have been involved from day 1 .As you can see by the attachment we have had ******************* a ***** Service Engineer here mutable times to inspect and diagnose the problem . On his last visit after many many attempts to have this problem rectified  The conclusion  by the factory and their field engineer is stated in the document in the attachment . We have offered to trade her out of this vehicle and done all we could do . Also in the letter she stated she wanted a face to face meeting with me I have had 1 face to face meeting and set her an email to have another one a short time ago and have the email if you would like .  on many of her claims we could not duplicate and keep the vehicle for several days and drove mutable times . Please let me know if we can help any further.

  Customer Answer

  Date: 10/20/2023

  On Monday, October 23, i will be uploading all service tickets and all email communication I have had with Linus Cadillac since August 2022.

  Customer Answer

  Date: 10/23/2023

  Attached are copies of all service tickets, and my communications to Linus Cadillac since August 2022

  Customer Answer

  Date: 10/26/2023

  Good morning,

  In response to the memo from Linus Cadillac - 

  1) I have never received an offer of a trade out from the company.  I would request to see their proof of such an offer.

  2)  Since filing this report, I have been emailing them almost daily with videos of the incidents that continue to happen every day.  

  3)  Immediately upon receiving ******************** email saying he would be happy to meet with me, I responded with "Please let me know a date and time and I will be there" - he never responded to that.

  4)  They chose to replace the radio 4 times - but it still did not correct the issues with the safety features and more.  The problems still exist.  The problems have never been corrected.  ****************** has told me several times that Cadillac is having trouble with this model of radio..........

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

  Business Response

  Date: 11/11/2023

   We have responded once before along with many unanswered  phone calls and messages to the BBB . We have bent over backwards for ******************* our shop ******* has worked exclusively on her vehicle , we have had a ** Field Engineer come mutable times to inspect her vehicle .(attached is his ** bulletin on the vehicle ) we have provided rental cars or transportation for her while her vehicle was down . I personally have offed to meet with here many times and have . (attached is 1 of many e-mails ) . We would like nothing more than to fix ******************* vehicle we have offered to trade her out of it . As you can see by the ** bulletin we have hit a wall .

   

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20732707
  
  I am rejecting this response because: there has been NO offer of a trade on this vehicle from Linus Cadillac.  I would request proof of this offer, because I would have accepted.  They do not want to fix my car - they have told me that the ruling is that the car cannot be fixed.  

  **************** attached an email in which he offers to meet with me.  If you review the full packet of information, you will see that I immediately responded to that email, telling him to name a date and time, and I would be there.  No response was ever received to that email accepting his offer to meet.  He never let me know of a date & time to meet.  

  I also received a call from *************** who had spoken to the dealership, and I was told that they are firm in their stance that it cannot be fixed, and they are placing blame on the iphone not connecting with the older cars.  I would like to point out that I have not had my iphone paired with the car in over a month, and the same problems are still occurring daily.  And, I have documented this issues with videos sent to ****************** and ****************** since I filed this complaint.  And, guess what?  Not one response received.

  So, no, I do not accept their response.  

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

  Business Response

  Date: 11/28/2023

    I have called the BBB and had a conversation with *********** This is not a stance at all from our dealership as she states in her response . There was a bulletin from  ************** Field Engineer that states what they have found . I most certainly did offer to trade her out of the car in one of our many conversations all she would have to do is find a unit in our inventory and we could make her a deal . We have done everything in our power to fix ******************* car  and have nothing left we can do .

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

  General Manger Linus Cadillac Buick GMC

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20732707
  
  I am rejecting this response because:

  Since purchasing this vehicle in 2020, I have had ONE telephone conversation with *****************  It was approximately a year ago, and I remember the conversation clearly - it was right before the holidays, and I was sitting in a parking lot.  **************** appeared sympathetic and asked me to allow him team the opportunity to fix the car, going over all completely.  There was no discussion of offering any vehicle off of his lot.  And, since that time, I have copied him on every email I have sent to ************************* - with zero response from **************** to any of them!!  The last communication I had from **************** was in response to an email in October 2023 - stating he'd be happy to meet with me.  I immediately responded that he should let me know where and when and I would be there.  To date, still no response!

  My complaints with Linus Cadillac are: 1) **** care about a customer who has a vehicle under warranty that they state nothing further can be done to repair the issues.  2) At closing, I paid approximately $1500 for an extended service plan, which was to cover things like oil changes, etc - but as seen in previously provided documentation - they continuously charged me for these services - approximately $600!! (all service receipts and records are in previously supplied documentation.  3) They lie!  There has never been an offer made to me to choose a car from the lot and they will work a deal.  I think its pretty apparent that i would rather have done that, then go through all of this nightmare that still continues.  Additionally, as per the last visit, they told me that the ** rep drove my car around for miles to get the problems to occur, and could not duplicate them (standard answer).   Yet, when I got in the car after pick up - there was only 1 mile difference between drop off and pick up, and the problems happened before I was even out of their lot.  I don't appreciate being lied to.  4) Terrible customer service!  Where I come from, you answer peoples emails, you return phone calls, you do everything in your power to make things right for the customer who just spent $36k at your business.  My emails and calls have gone unanswered for three years.  

  My issues with my car that is still under warranty - but supposedly cannot be fixed: 1)  Every time you start the car - within a half mile, the screen goes black and a warning appears on the screen "Feature not available while driving".  And, all I am doing is holding the steering wheel and driving.  2) Intermittently (but picking up frequency) the safety feature of the car stops working (back up camera) - the lines on the screen disappear, and the warning sounds do not function when this occurs too. 3) Intermittently - the screen locks onto a warning screen "Taking eyes off of road......".  Sometimes this is remedied by shutting off the car, but not always.  The longest it has remainder there is 2 days straight 4) Intermittently - the radio buttons freeze - you can't change them via screen and the buttons on the steering wheel do not work. 

  If **************** is so willing to give me another vehicle, then I ask for all details.  He knows that he has never offered this to me at all.  

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