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:04/07/2025

  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 sent my car here in April 2024 and needed my engine replaced after waiting on an engine because it was in back order I finally received my car end of August. At the end of September after driving it I began to smell something burning, I take it to another shop and have them do a diagnostic and to find out what the issue was, come to find out Capital Cadillac did not connect the hose to my transfer case correctly and all my fluid leaked from it and that was the burning smell the leaking fluid. So I sent my car back to Cadillac end of September and notified them of what happened to my truck. Because of the improper hose placement it tore up my transfer case and my front differential. Cadillac took no responsibility and tried to use my warranty company to pay for the damages. So here in January 2025 I havent heard from Cadillac since they spoke with me and said they sent quote to warranty company on October 1st . I get back in touch with Cadillac in January they apologized and said they were about to get right on it here it is April 7th and Im just getting a quote on price. So today I sent a tow truck to pick up my truck because Im tired at this point. My advisor ******* is out per usual and I dealt with *** and *** stated I owed them for a diagnostic inspection since Im not getting the work done there also in which I didnt request one I had a diagnostic ran on it before I brought it back to them . So *** wouldnt release my car for a $200 diagnostic. In which I told them I wasnt about to pay for anything because Ive been inconvenienced for months . They had my car since September, no contact for months until I called them and still no work done to my car ? I have asked for all documentation for my vehicle several times including inspections, notes, diagnostic and all they have done and they wont give that to me which is very weird!Ive never had a repair shop not give me any documentation I request on any of my vehicles except Cadillac .

  

  Business Response

  Date: 04/10/2025

  The transfer case and differential both need to be replaced because they have metal in the fluid and are making noise. Her warranty company declined repairs because she had no documentation of service being done on the transfer case that is due ever ****** miles. We have nothing to do with the repairs she needs. This is between her and her warranty company. She has all of the paperwork we have, and I will waive the cost of the diagnostic time so she can come get her truck.

   

  Thanks

  **** ******

• Initial Complaint

  Date:03/01/2024

  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 brought my vehicle to Capital Cadillac because my truck was not going into gear. I was charged for a missed diagnosed repair. I was told to pay for a piece/part that would fix the problem but after they place the part on the vehicle it did not fix the problem. Once we drove the truck off the lot, the truck broke down, so we had it towed to another repair shop. They immediately informed me that the previous dealership should have know that the vehicle needed a transmission. After, finding out what had happen, I contacted Capital Cadillac dealership and notified them of the issue but they have refused to refund my money due to their error. I'm requesting a full refund for the money I paid because the mechanic failed to correctly examined/ diagnose the repair that my vehicle actually needed. As of today, the dealership refuses to refund my money. I'm requesting a Full Refund for services I paid for and did Not need.

  

  Business Response

  Date: 03/06/2024

  Capital Cadillac diagnosed ********************** 2005 ******** as having an EVAP large leak canister failure.  With ********************** permission, we replaced and EVAP canister and cleared all the lines.  A certified Cadillac technician performed the work.  ********************** Escalade had ******* miles on the odometer at the time of the repairs.  It has almost been a year since that repair was done.  Capital Cadillac stands by the work of our certified technician, the computer codes that the car was reading at the time and the professional opinion of our assistant service manager.  We regret that ****************** isn't satisfied with the work we did on his Escalade almost a year ago.

   

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

  Service Director

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21371901
  
  I am rejecting this response because: 

  Capital Cadillac did a diagnostic test on my 2005 Cadillac Escalade. They came back and suggested me to pay $2,400 for a part on the transmission that would fix the problem. Once I came back to pick up the truck it was doing the same thing when I first drop off my 2005 Cadillac Escalade off to Capital Cadillac. Then they suggested that I would need a new transmission.  This is why I think Capital Cadillac needs to reimbursement my $2,400. I have been very patient by working with them about this situation. 

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

  

  Business Response

  Date: 03/26/2024

  We are sorry to hear that. Capital Cadillac hasn't done anything wrong, so we don't have anything else to offer.

   

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

• Initial Complaint

  Date:02/07/2024

  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 purchased a Cadillac Lyriq Sport 1 from this dealership between Sept/Oct 2023. The vehicle comes with a paddle light with the cadillac logo crest on the floor as standard meaning its part of my sale price However when i got the vehicle, the cadillac crest is not there. I have contacted the dealership and cadillac ev concierge to fix the issue and no resolution. Its been over 4mths and everyone is giving me the runaround.

  

  Business Response

  Date: 02/09/2024

  This is more of a Manufacturing issue rather than a Dealership issue.  At one point in time ************** apparently published a description that a **** Cadillac Lyriq has Cadillac Crest Puddle Lamps when in fact that vehicle does not.  These Puddle lamps are located underneath the side mirrors on the driver and the passenger side and are just static with no Cadillac Crest.  The inaccurate information has been removed from the Cadillac.com website, however at the time of purchase by ********************,this inaccurate information was present.  ******************** did take a screen shot of this and we did forward the information to our district representative.  ******************** feels that he should have Cadillac Crest Puddle Lamps underneath each of the side mirrors. 
  
  I have reached out to our District Representative and was able to get an accessories credit, that can be used for whatever items ******************** would like, including the Dealer Installed Cadillac Crest Puddle Light underneath the Driver and the Passenger door.  
  I have informed ******************** of this updated news via email and he has emailed me back and is happy with what I have offered.  I feel this is a closed case from the dealership, the manufacturer and the BBB perspective.
  
  Thank You
  Cb
  

  Customer Answer

  Date: 02/15/2024

   
  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. Capital Cadillac has agreed to fix the issue with my car and I am waiting for the installation date. Thank you.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/14/2023

  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.

  I took my 2018 Cadillac XT5 to Captial Cadillac for repair after I was rear-ended. I received my SUV back in April 2023. I have since had to take it back for the rear defrost (3 times), the reprogramming for my rear liftgate, and the lock for my power windows. I have since learned that the fuel tank *** have been impacted by the accident and was not evaluated at the time, although I advised it *** have been compromised since the exhausted system had to be replaced. I have since learned that the entire collision time changed for employees due to another issue with other customers for similar problems. I brought my SUV into the service center for a separate issue that *** now be tied to the point steaming from the fuel tank issue. My car was cutting off and stalling after I filled the tank up. I never top it off and advised the service rep of this. My purge valve was replaced on 6/14/23. The same issue happened again about the second week of August.I called immediately after it happened. I am being told that it could be the fuel tank that steamed from the accident. I have been accommodated each time with a great loaner vehicle. Still, I feel that each time I bring my SUV to Captial Cadillac, I have to keep wasting my time because the service reps are not listening to my needs or the technicians are doing the job and ending me on my merry way. I brought a Cadillac to Cadillac for the trusting name it has held. I am very disappointed and terrified that something else *** not be done right when I get my SUV back. I filed a complaint as my internet has not worked for almost five months. I get tossed around between Onstar and the dealer, and there is still no resolution. All I want is the quality of service that I should receive by taking my SUV to the dealer that has the same name as the Make of it without wasting time and money on guessing what the issue could be vs. accurately diagnosing it the first time and making the proper, efficient repairs.

  

  Business Response

  Date: 09/19/2023

  I spoke with customer today. We will have her car back with her this week. She has been in one of our loaner cars while we have been working on her car. We have made several repairs that will be billing insurance company for, and some repairs GM will cover. I told her that I would let her take car back and I would work on getting her bill paid. ************* is satisfied with everything that we have been trying to do in getting her car fixed. 

• Initial Complaint

  Date:08/04/2023

  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.

  Extremely Disappointed! To think an established business like this would conduct such shady business. I went in to have the A/C Serviced 7/28/23. It was not working. It was not blowing cold. Went in to have it checked out and I was told the cause of the issue was an "internal malfunction of ebcm". They said this will take care of the issue - cost $1,279.76. They also said my Battery needs to be changed, "deeply discharged battery, low voltage", I told the tech that we just bought the battery two months ago. He just said "they must of sold you a bad battery" - cost - $327.80. Lastly, rear break pads, need to be replaced, I asked for the percent and it turns out I had more time, I did not approve. Total bill $1,649.58. I was called that the car was ready. As you can imagine, we were excited to have cold A/C in the car in this heat. We get the car but before driving off I request they give me the battery they removed. It's only two months old. I want to take it back to the auto parts store to get a refund. We drive the car and it's alright, we kept thinking "it will kick in" since it was sitting in the parking lot. Second day, 7/29/23, I had to drive somewhere for 30 minutes and it was 30 minutes of HELL! 1) No cold air 2) I took the battery back to the auto parts place and they tested the battery but the battery was perfectly fine. They showed me the results and even emailed the results to me. We went back to the Capital Cadillac, 7/31/23, and told them the A/C is still not working. I also told them about the battery. We left the car again. Second estimate: Now they are saying it's the "Compressor kit", "Refrigerant" and Receiver (to prevent future compressor damage) - COST $2,441.50!!! That's in addition to what we paid already. I asked why did they not check the compressor the first time since it's an A/C issue, instead of doing the ebcm. They said well at least the *** lights in the car do not come on anymore. If I did not need the first repair job on the car why was it done? It did not work. The only good thing they did was to replace the battery back to the one I purchased. I refused the second ridiculous estimate, how can I trust them. I took the car to ********** they called me the next day, "Ma'am, the car needs an Evac recharge and replace the cabin air filter" - I was floored!?! I said that's it? Yes, Ma'am.- COST - $417. I picked up the car, still a little skeptical. GUESS WHAT!!!!! I HAVE COLD AIR IN MY CAR!!!!! IT WAS A SIMPLE REPAIR JOB AND CAPITAL CADILLAC CAPITALIZED ON OUR ISSUE AND WON $1,649.58. THANK GOODNESS, I DID NOT ALLOW THEM TO CONTINUE WITH THEIR LIES. I WOULD HAVE BEEN OUT OVER $3,000.

  

  Business Response

  Date: 08/10/2023

  Capital Cadillac did replace the faulty EBCM module.  A faulty EBCM module can cause the A/C not to blow cold air. We are disappointed to find out that there is an even more serious problem with our customers A/C.  I believe the customer has brought the vehicle back in for us to see if the A/C compressor has gone bad as well which would be a different repair.  The battery was not charging fine.  Capital Cadillac would not have replaced a battery unless it was not charging at the manufacturer's suggested voltage.  We understand that it can be frustrating to pay for repairs and then find out you need additional repairs.  We try our best to give as complete of a diagnostic as possible but with cars not is not always possible.  We will continue to work with our customer to repair her vehicle.

• Initial Complaint

  Date:03/17/2023

  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.

  arrived at Capital Cadillac for a scheduled service appointment. I spoke with a customer service rep by the name *** or ******. I informed him of the services that I wanted for my 2017 XT5 Cadilliac. The *** took out his calculator and totaled up the charges to ***** dollars. I asked him specifically would these charges call everything includes taxes, and he said yes. I agree to get all of the work done at that price. Once I arrived to pick up my vehicle just before closing at 530 or 600pm by uber or lyft. The total came up ***** dollars. I informed the ***, that I did not agree to any additional charges, nor did you call me to make me or ask me to approve any additional charges. The *** stated "I was charged additional for topping off the fuels that were added to my car, so i laughed at him. i paid for the entire tank of fuels. The *** was stumbling over his word and looking at the receipt to try to explain the extra charge. Some of the charges were called Miscellaneous and he could not explain what they were. Unfortunately, the manager was gone for the day, so they would not release my vehicle until i paid the *****. I had two children at home waiting for me, so i did not have any options but to pay it and get my car and leave. Once i got home, i called an left a message with the service manager. the service manager called me back the next day and they decided to refund me ******. Unfortunately, i was due a refund of another ****** refund. I did not agree to any additional work nor did i received a phone call about additional service. In addition, once of the issue i went there for was not fixed, after paying *****. The service manager was a nice guy and he did help me out some, he did not disregard my concerns. he did step up and respond right away. I was looking for my full refund not 40% of the charges, because i only agreed to the ****, not ****. ****** Cadillac wanted to charge me ****, but i went to Capital Cadillac because it was my pace for 2 yeas.

  

  Business Response

  Date: 03/22/2023

  *********************, our parts and service director, has called **************** and left him a detailed message.  We will apply the additional $170.00 refund **************** is requesting towards repairing his exhaust if he wishes.

• Initial Complaint

  Date:03/13/2023

  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.

  On January 13, 2023, I met my mother at Capital Cadillac for an error message that she had on her vehicle. Her temperature gauge was not working on her SUV, and she got a "steering assist" error message on her car. When we got there, ******* was my mother's ******** apparently was not having a good day and sent the vehicle to the back for them to check the car. He advised that they reprogrammed the vehicle and charged 180 dollars for the service. I tried to explain to him that based on different forums about this issue, it should be covered under the powertrain warranty. He ignored me and sent me to ****. **** was kind but didn't want to overstep *******, so I was forced to pay for the "reprogramming". Two days later, my mother called and said that she got the same error message. The problem was that whenever she would get ready to take the car back, the message would not show up. She called me again, and said it was on the car, I told her to take it up there immediately, and she did. The thermostat was replaced in the car and the service was covered under the powertrain warranty. So, I called the dealership back to ask for a refund of the initial 180 that I paid because the issue was never fixed and like I explained to them the first time, it was covered under warranty. The service manager (****) advised that the code that came up that was repaired was no longer showing, I told him that it was absolutely showing and got my mother on the phone. Instead of them refunding the money or putting the full amount on future oil changes, he offered 100 off her next oil change or adding the money toward an extended warranty. I was so frustrated because **** was over-talking me before I could even tell him what the issue was, he already had in his mind that he was not refunding me the money for an unnecessary reprogramming. They should be ashamed of themselves.

  

  Business Response

  Date: 03/14/2023

  ******************** brought her 2018 Cadillac XT5 with vin# JZ174655 in for service on January 13th stating her temp gauge was inoperable at times, service driver assist warning comes on and the cooling fan was roaring.  We read the codes and determined multiple invalid data codes were coming from the **** so we reprogrammed **** and cleared the codes.  Her vehicle was out of date for the calibration of the ****.  ************** determines that not the dealership. A month later the car was brought in again. The *** had been driven **** miles.  This time we read a different code which was P0128 which is a faulty engine coolant thermostat.  This was covered under her powertrain warranty.  We did offer our customer a $100.00 goodwill credit toward her next visit.  We are still glad to give her a discount when her car needs to be serviced again.

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

  Service Manager

• Initial Complaint

  Date:02/28/2023

  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.

  I purchased a vehicle 03-18-2021 from Mr. ****** it was a vehicle at the time was built in 2019 so we were told due to it being a certified pre-owned vehicle built in 2019. We were under the impression because it was built in 2019 the *** coverage was for 4 years from in service date 07-17-2019. we found out the hard way that we were completely wrong, and it was for one year only. however meanwhile my vehicle showed signs of electrical issues with the brake's lights staying on while parked. We purchased it on 03-18-2021 and I have obtained history on the vehicle since purchase showing that when the dealer purchased from auction or other dealer it had an electrical issue with the park assist circuit. On 11-23-2020 four months prior to our purchase Cadillac clearly documented and ********************* was aware of the issue with the park assist and brake lights on this vehicle. However, i was not aware when i purchased it on 03-18-2021. while driving people would blow and stop me and tell me the lights where on. i took the vehicle back to Cadillac for a year to get this issue resolved. they just resolved it 01-2023 when i told them to park it by the camera ands and watch it overnight. After months of yelling and me demanding they fix my vehicle that issue was finally addressed when they decided to believe that my car had an issue. I had to take the battery post off the car for one year after purchase to keep it from being dead in the morning. I then heard a tapping sound in Nov., and I took the car in for inspection. *******, who was the salesperson, stated that the engine cams was gone. My car did not have a check engine light or codes. He determined this in 45 minutes. I thought it to be odd, but I went ahead and discussed it. He gave me an estimate, and we eventually did the work in Dec. I picked up my vehicle and took it back for an oil change yesterday and guess what the oil filter had not been changed when engine rebuild was done there.

  

  Business Response

  Date: 03/08/2023

  Capital Cadillac has offered some goodwill to *************  ************, salesmanager, met with him today.  We believe ************ is a satisfied customer now.

• Initial Complaint

  Date:01/05/2023

  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 took my car to Capital Cadillac for collision repair in May 2022, and it remained there for over a month due to a pandemic issue. When ready, one of the wheels was not repaired. The manager told me, and I was told to return my car for this repair. I returned my vehicle to Capital on June 29th. The manager took me to the local ************ and rented a car under Capitals authorization for a few days. I called Capital daily since the vehicle was not ready on time, and ***** charged my credit card. I called Hertz twice and was on hold for an hour. When the car was finally ready, the manager who rented the vehicle had left Capital. The new manager called ***** and waited in line for 45 minutes before an agent answered. He told ***** that Capital was responsible for the charges, and they were removed from my card.Now ***** has charged my card $787.86. ***** says after multiple payment requests, Capital has declined payment, and I am responsible. I called the new Capital collision manager, ***********************. He says Capital does not rent cars in this manner but instead provides a loaner vehicle. He also states that a purchase order must be issued to rent a car from Hertz, and no documentation exists in his file. He will look into it and get back to me, but he is not taking responsibility for this mistake. Capital was experiencing personnel issues during my repairs. The manager and multiple employees left the collision department without notice. The department caused this problem, and Capital is making me pay for their mistakes. I have leased a vehicle from Capital every three years over 20 years primarily because of their service. But Capital also had a turnover in the service department, and a service advisor insulted me. I was contemplating a different dealer for my next purchase in March. Their handling of this issue solidifies my decision.

  

  Business Response

  Date: 01/06/2023

  We have a check cut for the amount that ***** charged this customer. This was a charge that we should have paid for. I tried to call customer and have not gotten a call back yet.

   

  Thanks

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

  Customer Answer

  Date: 01/06/2023

   
  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. **** wants me to pick up the check in person and  I must change the date or time, but appreciate and accept his response.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/28/2022

  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 did a regular oil change back in April and we went on a road trip and on the way home the truck started knocking and running bad. So I had Heritage Cadillac to look at the truck and they informed me that the motor was gone. Heritage Cadillac did me like this once before on a break job.

  

  Business Response

  Date: 11/29/2022

  I am so sorry that you are having issues with your Escalade. I did call down and speak with Heritage today. We have done 1 oil change on your truck here at Capital and show no history of repairs before. Your truck has over ******* miles and was full with oil when Heritage was working on the diagnosis of what was causing of engine knock. The repairs that you need was not caused by any service or repairs we have done here at Capital Cadillac.