ComplaintsforUftring Weston Chevrolet Cadillac, Inc.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was told that they would pay my car off if I purchased the vehicle that I was looking at. The representative did not explain to me that they would be adding that cost to the price of the car. I feel mislead in the since that the process was not fully explained to me, because if it would have been explained in that manner, I would not have agreed to the transaction or signed the agreement. They didn't save me any money and trading my car in was not feasible if I was going to still have to pay for it on top of a new car. They could have let me keep my car and wrote me another loan. I'm thinking I'm paying 24 thousand for a car, when I fact I am paying 31 thousand. I would not have agreed to that and since I signed the paperwork, they are saying it's legal. I fell it was not legal because I had no knowledge that that was what I was doing or agreeing to. I contacted Uftring a day after the purchase to inquire about my charges and I was told that it would update in the system in a couple of days and I the payment for the old car would be taken off of the purchase, but it was added on. The state of Illinois gives you three days to return a used car, Uftring purposely made me wait until the three days were up, by telling me that the amount would fall off, so now I'm stuck with a car I feel I was tricked into purchasing.

  

  Business response

  03/27/2023

  While we apologize for any misunderstanding that our customer felt after she purchased her vehicle, I have attached paperwork that clearly shows the payoff was to be added to the contract price.  *** ***** decided to purchase her new vehicle and trade in her old vehicle and signed all the necessary paperwork to consummate this transaction. 
  A dealership cannot accept a trade-in for a vehicle that has not been paid off.  It is very common for a dealership to make the payoff so that the dealership will have a free and clear title for the vehicle.  The dealership cannot take a vehicle in on trade that is not able to be sold. 
  The dealership did not, as is insinuated in the complaint, purposely wait three days to answer any questions that *** ***** may have had.  It was clear throughout the transaction that the payoff would need to be made and it does take several days for that to take place.
  Please contact us at your convenience if there are any additional questions related to this complaint. Sincerely,  **** *******

  Customer response

  03/27/2023

   I am rejecting this response because:
  THEY AGREED TO PAYOFF THE CAR, THIS PURCHASED THE CAR FROM ME FOR THE PAY OFF AMOUNT...THEY CAN'T PAY IT OFF,THEN CHARGE IT BACK TO ME BUT KEEP THE CAR. YES THEY DID AGREE TO PAY IT OFF, WHICH WOULD GIVE THEM A FREE AND CLEAR TITLE,BUT THEY CAN'T MAKE ME PAY FOR A CAR THEY AGREED TO PURCHASE FOR THE PAY OFF AMOUNT....THEY CONSOLIDATED MY LOANS, BUT KEPT ONE OF THE CARS THEY CAN NOW SALE AND RECOUP THEIR MONEY....I ALSO PURCHASED 18MONTH EXTENDED WARRANTY WITH 18 MONTHS FREE I PAID 18 MONTHS AND STILL HAVE 15 MONTHS FREE THAT I ASKED THEM MORE THAN ONCE DID THEY TRANSFER THE 15 MONTHS I HAD LEFT THEY TOLD ME YES BUT THAT ALSO WAS A FIB THEY CHARGED ME $4,000 FOR ANOTHER EXTENDED WARRANTY I DO NOT WANT,NEITHER DO I WANT THEIR $899 GAP INSURANCE THAT I THOUGHT WAS BEING TRANSFERRED OVER AND I TRANSFERRED MY PLATES WHICH IS ONLY $25 BUT I'M BEING CHARGED $215

  

  Business response

  04/03/2023

  I am sorry that *** ***** has rejected our response.  I think that it is best that I go through her rejection item by item to try to explain the situation better. 
  *** ***** references that we “purchased the car from her” which is not how the new car deal was structured.  In order to get the sales tax credit available, *** ***** had to trade the car in on the purchased unit.  I am sorry that she misunderstood about the payoff of the car, that was her responsibility from the beginning of the negotiations as she was trying to get a new car.  We agreed to pay off the car so we would receive the title and she would receive the sales tax credit, but it was clear that she would be responsible for the amount due.  This is “normal” in any trade-in transaction and is clearly indicated on the paperwork that was previously submitted to the BBB, signed to acknowledge the deal by *** *****.
  I am not sure what the 18-month extended warranty is referring to.  *** ***** had a warranty on her trade-in, as well as a gap insurance policy.  Neither of those policies could be “transferred” to the new vehicle that was purchased.  Each of the policies was cancelled and *** ***** received the amount of $572.16, which she used as a down payment on the purchased vehicle.  There was very little coverage remaining on the service contract as the term was near the end.  *** ***** did sign up to purchase a service contract and a gap policy on the vehicle she purchased.  She does have the option to cancel both of those policies and receive refunds.  Because there is a lien on the vehicle that she purchased, those cancellation amounts will need to be refunded to the lienholder to reduce the amount due on her loan.  We do not have the ability to reduce her payment, that is a conversation that she will need to have with her financial institution.  If this is her choice, we will prepare the paperwork to cancel both contracts and will need a signature from *** ***** to authorize the cancellation.  She can call the dealership and verify that this is her intent or respond to this communication and I will have the paperwork prepared.  The last issue is her title that she claims should only cost $25.00.  The actual charges from the State of Illinois (not dealership charges) for this transaction are:
              Transfer of Plates                                            $  25.00
              Title for New Vehicle                                        $155.00
              Secretary of State Electronic Filing Fee             $  35.00
  
  This provides a total that matches the $215.00 that she indicated was for the transfer.  Again, this was explained to *** ***** and the paperwork previously submitted does show these charges.
  We are aware that there is a lot of information discussed when a vehicle is purchased and paperwork signed, I apologize that *** ***** had the above questions.  Hopefully this will clarify that the charges and the structure of the deal are all accurate.  If *** ***** chooses to cancel the contracts mentioned above, please have her respond to this letter and I will make sure that the paperwork is prepared for her signature.
  Sincerely,
  **** *******
  Uftring Auto Group

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently ordered 2 vehicles from Uftring Weston, a 2022 Chevrolet Corvette $97,000 and a 2022 Cadillac XT5 $75,000. I had 1 vehicle to trade, a 2021 F-250 truck $85,000. The Cadillac had credits for 3 options. My sales representative, ***** ********* assured me that Cadillac would install all the hardware for the options, would ship the vehicle with incorrect computer chips, the options wouldn’t work but the chips would be installed by the dealer when they were available. Both the Cadillac and Corvette were built on 3/19/22. The Corvette arrived first on 3/23/22. Based on the assurance by Ms ******** that the Cadillac would ship regardless of incorrect computer chips I chose to trade my F-250 on the Corvette. Uftring Weston now says the reason the vehicle hasn’t shipped is that it is missing computer chips, a direct reversal of what I was told! I’ve been stuck with a Corvette for a primary vehicle. I’ve needed a vehicle with more space and towing capabilities ever since. I’ve asked for relief in the form of Uftring Weston selling the truck back to me. They have refused stating they “sold” it to their sister Ford dealer Uftring Automall (it is still unsold and sitting at Uftring Automall). Transferring it back would seem to be an easy thing to do as it is all within the Uftring group. At a minimum, if they had any empathy for my situation, they would have offered to loan me either my truck or another vehicle capable of towing. Another issue of concern is that Cadillac was built missing parts and those parts will be installed outside of the assembly line without the robust quality protocol of assembly. In summary, Uftring Weston is forcing me to buy a car I don’t really want. I still believe the right thing to do is sell me back my F-250 at the trade in value and Uftring Weston keep the Cadillac, whenever it arrives, and sell it themselves. In terms of financial cost to do this, it is negligible for Uftring Weston yet quite significant for me.

  

  Business response

  04/26/2022

  **** *********** *** ******* ******* of the dealership, has been in contact with Mr. ******* regarding his concerns with the purchase of his Cadillac.  We believe that a satisfactory resolution has been attained with Mr. *******.  He was given an opportunity to purchase a different vehicle and will be given the amount of the purchase price as a trade-in on his Cadillac when it arrives.  Mr. ******* was pleased with the outcome and took delivery of the new truck on April 26, 2022.

   

  Sincerely,

   

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

  Customer response

  04/27/2022

   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.

  I would also like to add that I am 100% satisfied and would not hesitate to buy another vehicle from Uftring Weston Chevrolet Cadillac. I would also highly recommend them to others. I would like to thank **** *********** ******* ******** *** ******* ******** Finance Manager, for their professionalism and assistance in this matter.
  

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov. 2021 I towed my 2004 Cadillac CTS to Uftring for a TCM reprogram and put transmission fluid in the transmission. We found that the battery had to be replaced and my key immobilizer needs changing. I asked for a diagnostic on the vehicle. But we couldn’t move forward because of the battery. I also asked if I can come get my ODB2 reader that’s in the vehicle. So in between this time they said the steering column needs to be replaced without reasoning. I get a call with a threat of being charged a storage fee so I bring the brand new battery to the dealership and make the last payment of $1500. Fast forward to March 2 2022 I get quoted for a new transmission for $4000. Which I never had a issue since it’s not been driven in two years. I have the car towed back to my home and to my surprise the same battery is still connected and no new battery and my code reader is missing. In order to move forward the battery has to be changed which it wasn’t. ******** **** **** cross referenced the battery and told me it’s a battery that I purchased in April 2021. No diagnosis and everything is as I left it uncovered when I had it towed in.

  

  Business response

  03/21/2022

  The owner’s vehicle was towed into our facility September 24, 2021.  The car was not able to be started or driven at that time and had not been to our shop prior.   The owner had attempted repairs by removing the dash and removing the security system on the steering column. There were no diagnostic tools in the vehicle when it arrived on the tow truck.  In order to diagnose any system on this vehicle, it must have good battery voltage, recognizable security systems intact, and be assembled enough to power up the electrical systems.  The steering column was not repairable and had been discontinued through General Motors, therefore a new column was not a possibility.  The battery would only register if charged for several hours.  The vehicle was not able to start, let alone able to be test driven.
  

  We purchased a used steering column (the owner was aware of this and paid money down for this repair) and installed it, along with the reassembly of the dash.  The dash had broken pieces that were that way when it arrived on the tow truck.  We advised the customer a battery was needed to proceed with diagnosis and after several attempts to contact him he came to get the old battery and exchange it for a replacement.  We installed the battery he brought to us, got the vehicle running and discovered it would not go above 5 mph.  It was then that we learned the vehicle needed a transmission, we quoted a replacement transmission to the customer which the customer declined.
  

  We cannot be held responsible for a towed in vehicle, partially disassembled, missing security components, and not in drivable condition that then sits on our lot for several months waiting for the vehicle owner to decide what to do with it.  Our fees charged were very minimal given the circumstances and condition of the vehicle upon our receipt.  There will be no refund offered to this customer because he was aware of the repair that was needed and received the value for the used steering column that he initially requested.

  Customer response

  03/22/2022

   I am rejecting this response because: The initiail reason the car was towed, was to get reprogrammed and diagnosed plus a transmission fill up. I discussed this with the Sales rep Brandon who I also asked if I could come and get my diagnostic tool several times. This was in November. The company conveyed that the car was smoking and would hesitate to move. But couldn't find the reason why the battery would keep draining. This is why I reiterated that the transmission needs fluid which me and the sells rep had a laugh and agreed. So the conversations were delayed because the company portrayed that they would find the reasoning behind low voltage of the battery. I called again to ask for progress and was told that I need to purchase a battery from them that was quoted for $300 plus dollars and they could not move forward without another payment. My battery has a warranty so, I told them I'll swap it out. I've made a payment each month the vehicle was in the facility. Nothing was broken on the steering column the ignition immobilizer was exposed and a side cover was off. But as we know it when a job is done you place covers and reconnect covers and so on that let's your customer know that the job is done. That was not the case here. Everything was as I left it. So moving foward I made a final payment plus bringing the battery. I had no knowledge of a discontinued part until after I made a complaint that the battery was not changed. So how could they have did anyhting with a dead battery and my tool was missing. This is the day after I got the car towed home. On a conference call the next day I learned that my car had been sitting outside all winter as the mechanic stated. But they also said they changed the steering column. I know they didn't know but it had been changed before I purchased the car and its the same steering column. I believe no work was done. Because you have to have power to recognize that any wired object works. I will provide the statements in order to show that payed more than the actual receipt that was on my drivers seat of the car when it was dropped off without the diagnoses. Brandon told me after his return from his vacation that it was at the place of business.

   

  
  

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2019 Cadillac XT4 from Uftring Weston Cadillac in September of 2019. At 5,000 miles the check engine light came on. The dealership replaced the purge pump. In early 2020 the check engine light came on again. Dealership stated there was no code stored and they did not know the issue. Again in mid 2021 the check engine light came on again and the dealership could not determine problem. In November of 2021 the check engine light came on again and the dealership stated it was the battery and replaced with new battery. In January of 2022 the check engine light came on again, dealership stated it was the purge pump. Dealership stated that it is a known issue with the pump and the new replacement is much better and should work now. Less then 24 hours of having it home from the dealer, the check engine light is on again. I have contacted General Motors customer hotline, Cadillac hotline, dealership service manager (***** *******) with no permanent resolution. No communication or follow up from dealership other than standard "how was your service" emails. General Motors reported to me that this is a known issue with the XT4's - several customers have reported that the check engine light repeatedly comes on with no resolution. The vehicle only has 33,000 miles on it currently.

  

  Business response

  02/24/2022

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

  To Whom It May Concern:

  I am writing in response to your file number ********. The service department at the dealership has been working with Cadillac, the manufacturer of the vehicle in question, to repair the concerns that Ms. ****** has with her Cadillac. There have been attempts to repair the vehicle at the instruction of ******** ***** ******* and their diagnostic equipment.

  There is currently a case number open with Cadillac to provide the dealership the assistance to repair the vehicle. The General Manager of the dealership, along with the Service Manager and the Sales Manager have been in contact with Ms. ****** to keep her apprised of the status. The vehicle is currently scheduled to have an ECM replaced, at the direction of Cadillac. There was an appointment that had to be canceled by Ms. ****** and will be in next week. We are hopeful that this will repair the vehicle to Ms. ******** satisfaction,

  Any future repair needs regarding these issues will be presented to Cadillac and the dealership will do everything we can to repair the vehicle, all at the direction of Cadillac

  Please contact me with any further questions that may be presented.

  Sincerely, 

  **** ********** 

  General Manager

  Customer response

  02/28/2022

   I am rejecting this response because:
  
  My original concern has not been addressed.  Currently, the check engine light is off (after guessing and replacing 4 different parts) but this is the 6th time since purchasing the vehicle in 2019 that this has happened and it is usually months apart.  I would like written assurance from Cadillac or the dealership that if this continues to occur outside of warranty they will fix the check engine light with no expense to me. No one at Cadillac or the dealership has responded to this request to date. 

  
  

  Thank you. 

  ***** ******

  

  Business response

  03/09/2022

  In response to the updated complaint, unfortunately the customer is asking for something that the dealership is unable to do.  We will work closely with Cadillac to help this and any other customer that needs help with their vehicle.  We are limited to our level of help because the vehicle is ultimately under the warranty offered by Cadillac.  While we appreciate the concern that the customer has, we are only able to do what Cadillac allows us to do.  We will continue to advocate for the customer for the entire time that the vehicle is owned.

  Customer response

  03/09/2022

   I am rejecting this response because: GM/Cadillac informs me that this is an independent dealer and can/does act on its own.  Today, my check engine light came on again - for the 6th time and just about 3 weeks since the last repair.  There is obviously something wrong with the vehicle that cannot be repaired and the only solution the dealership has offered me is to purchase another vehicle from them! My current vehicle is paid off and I have fulfilled my obligation to pay for a working vehicle with no issues.  I expect the same from the seller.  Since I have filed this complaint and gave the dealer a negative review on social media leadership will not talk to me. 
  
  
  

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