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:10/21/2024

  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.

  Vehicle Model: Cadillac Escalade 2018 VIN: ***************** Dealership Name and Location: Patrick Cadillac, ********************************************* Date Vehicle Was Brought in for Repair: 1/5/2024 Current Status:As of today, my vehicle has been in the shop for nearly one year. Despite multiple attempts to communicate with both the dealership and **************, I have yet to receive a clear resolution or timeline for when the repairs will be completed. This extended delay has caused significant inconvenience and financial hardship for my family and me. We have had to rely on ridesharing services like **** for transportation, further straining us financially, while we struggle to get to important appointments, including doctors' visits for our four children.We purchased the certified warranty to avoid situations like this, expecting it would protect us from the stress of a breakdown. Unfortunately, over the past 11 months, the dealership has made no effort to provide a solution. We continue paying $1,100 per month to maintain our credit, despite not having access to the vehicle. The dealership has offered no assistance during this time.Additionally, my family and I are concerned that race may be a factor in why no resolution has been offered, leaving us without transportation. We feel abandoned by both the dealership and **************, as we are now completely without a vehicle.I have contacted the dealerships service department numerous times and spoken with the service manager, but no meaningful updates or solutions have been provided. Cadillacs ************************** has been equally unhelpful, and despite escalating the issue to **, no satisfactory resolution has been reached.Desired Resolution:I am seeking the immediate completion of the repairs or an alternative solution, such as a replacement vehicle or compensation for the undue delay and the hardship caused.

  Business Response

  Date: 10/29/2024

  We sincerely apologize for the ongoing inconvenience.Unfortunately, ************** has not yet been able to provide an estimated arrival time for the necessary cluster part to complete repairs on your 2018 Cadillac Escalade (VIN: *****************).

  Currently, Patrick Cadillac is also unable to provide additional details regarding this part order, despite our efforts to explore alternative sources. Cadillac Customer Assistance has, however, extended a $3,500 Owner Loyalty Certificate, which can be applied toward the purchase of a new or certified pre-owned ** vehicle at any GM dealership, as a gesture of goodwill.
  

  If you'd like assistance in exploring trade-in options for your Cadillac Escalade, please dont hesitate to reach out to ****** ******,Service Director for Patrick Cadillac, directly at ************ or *************************************** Were here to support you with any next steps you may wish to take.

  
  

• Initial Complaint

  Date:09/11/2024

  Type:Customer Service 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 bought a cadillac XT6 first week in May 2024. I traded my car on and paid cash on the balance of the car. I have never gotten the title from Either the state or the dealer it's been 4 months. I have emailed called and texted the dealer and they refuse to call me back.

  Business Response

  Date: 09/13/2024

  We do apologize for the delay.

  
  On Thursday September 12, 2024, *************************** Finance Manager for Patrick Cadillac spoke with you to explain the title delay was due to the incorrect title number entered on the initial paperwork sent to the Department of Motor Vehicles. On September 3, 2024, the corrected paperwork was resubmitted to the Department of Motor Vehicles, and you should be receiving title within the next couple of weeks. Please feel free to contact *************************** Finance Manager for Patrick Cadillac directly at ************ or via email at **************************************. 

  Customer Answer

  Date: 09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and due to the fact that I did get the title in the mail today I will allow the case to close. What I have an issue with is the fact that I called for 2 days and did not the courtesy of a phone call back until I lost my temper. I left messages for **** the manager and silence. Only thing I was told via text is that someone would call me shortly and they had escalated this up the ladder. This is no way to treat a customer and you should correct this in the future. I own my own business and deal with people every day. THE LAST PERSON I WILL IGNORE IS AN UPHAPPY CUSTOMER. I will bend over backwards to help them and make them happy. YOU DID FAR FROM THAT. You should be ashamed of how you treated me. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/05/2024

  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.

  On 2/3/24 I purchased a vehicle from Patrick cadillac in Schaumburg, ill. I paid them $190.00 to transfer plates and title. When I went to local dmv to renew plates was told they could not renew do to the dealership never did the transfer. I called the dealership everyday and left several messages with FIVE different people. Nobody till the present has called me back. I had to go through a lengthy process and time off work to get a sticker for my plates. Who know when I'll recieve title. I feel I paid them for a service that was not rendered. As a business they should of called me back with a explanation. I've been sick over this.

  Business Response

  Date: 06/12/2024

  We understand that you spoke with *********************/Sales Manager who apologized and explained that the title is currently being processed by the State of Illinois and we will be sending you refunding check in the amount of $190 and will be mailed ***** ***** Ct. Midlothian, IL 60445.
  Again, we apologize and appreciate your patience. 

• Initial Complaint

  Date:06/03/2024

  Type:Order 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.

  May8th I went to Patrick Cadillac to make a purchase while trading in my 2018 ******* MKZ I came a cross a 2024 CT4. They did an appraisal on my car. They gave me an offer and told me how much my note would be. So at that point the note wasnt what I was willing to pay per month so I offered to put more money down to get to a payment i was comfortable with, which was ****** per month we all agreed to go on with deal based on the monthly payments. 3 weeks go by I get a statement in the mail say my monthly payment will be ******. My self and sales person ******************* who agreed on but later found out that wasnt the case the finance officer never mentioned my monthly payment while signing off. He was the person who initially set the payment for ****** I trusted everything was going as mentioned but later found out he lied

  Business Response

  Date: 06/04/2024

  Dear ****************,
  

  We are writing to express our sincere apologies for the unpleasant experience you had with us. We are disappointed to hear about this,as we are dedicated to ensuring every customer's sales experience is enjoyable.
  

  We understand that *********************, our Cadillac Sales Manager,spoke with you on June 4, 2024, and clarified the miscommunication. He also informed you that Patrick Cadillac will be sending you a refund check for $2,700 to cover the payment difference.
  

  If you have any further questions or concerns about your dealership experience, please feel free to contact ********************* directly at ************ or via email at **************************************.

• Initial Complaint

  Date:01/31/2024

  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.

  11/15/2023 I leased a **** xt4 sport Cadillac crossover at Patrick Cadillac in Schaumburg ********. It had ***** miles on it. Patrick Cadillac told me it was a demo car when it fact it was used as a loaner car. And didn't find out till later after I started having issues with the car that a customer had an accident with the vehicle. There was $2000 worth of damage to it. The steering and suspension was repaired and the tires repaired. I asked for all the service records prior to me having the vehicle. It started the day I got the vehicle before I pulled off the lot the check engine came on. *************************** was the sales and leasing specialist took it in the garage and came back and said it sometimes happens maybe if something gets wet. The car just got washed. The next couple days the check engine light would go on for few days than off. I took the vehicle back and forth to the dealer at least 6 times. Than I had a transmission light go on. Back to the dealer I went. The light went off but they didn't do anything about it saying nothing showed up. That it just needed an update. Than I started having issues with my lift gate on my trunk. When ever I pressed the remote sometimes the trunk wouldn't lift all the way up. I brought the car in again and they said they couldn't duplicate the problem so they didn't do anything to fix it. So when I took the car home it happened again and I video taped it happening. So I was driving the car back to Patrick Cadillac when the vehicle slowed way down all of a sudden and jerked me. Im glad I didn't get into a car accident. The light said Reduced acceleration drive with care. I was very upset at that point. I got to the dealership and spoked ************************* and informed him what was happening. They tell me I need a transmission module. So I had to leave the car at the dealership. The gave me a loaner to drive. Its been since December 8, 2023 I haven't had my car. I'm going on making my fourth car payment on a car I don't have in my possession. I've spoken to ************************* service director, ************************* New cars sales manager, and ************************* to help with all the issues with this car. I've been getting the run around and still don't have my car. ****** called me on 1/8/**** saying she had part and if i wanted to schedule to bring car in. Than I told her what do you mean you guys have my car. She said oh I don't know why they sent me this? I haven't heard from anyone ever since, except from ****** from Cadillac experience. He's been trying to help me. He told me he left message to Patrick Cadillac to get update and he would get back to me. It's been an ongoing battle with this car from the day I got it. I don't feel they are telling me everything on what's wrong with this car. I feel they sold me a vehicle that had lot's of problems with it.

  Business Response

  Date: 02/12/2024

  On behalf of The Patrick ************ Customer Relations Team, we would like to apologize that your experience wasnt a positive one.
  
  The vehicle you purchased was in fact a service loaner in which we replaced the wheel and suspension. The communication breakdown has been addressed with the team.
   
  We understand that last week you were working with *******************/Director of Sales who replaced the vehicle with a brand-new Cadillac XT4.

  If you have any further issues, please contact **** directly at ************************************* or ************.

• Initial Complaint

  Date:08/24/2023

  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.

  We purchased a new 2023 Cadillac XT4 in December of 2022. The car is under warranty Shortly after bringing the car home, we started experiencing the brakes squealing when backing the car out of the garage. This squealing is very loud and obnoxious and only happens intermittently but frequently. There is no rhyme or reason as to when it happens. It can happen on dry days, humid days, sunny days etc. We have called the service department numerous times about this problem. We have taken the car in about this problem - in fact the car is currently at the service department again and has been for 4 days. We have talked to ***** the service Representative and ***** - a mechanic. Basically they just want us to take the car back home and bring it back when the squealing happens because they can't replica it. We have told them many times this is an intermittent problem. It does not occur "on demand". We have provided them with a video with audio in which you can hear this loud, obnoxious squealing. This squealing only happens when the car is being backed and the brakes are being applied and as you are turning the steering wheel to the right. Still they can't diagnose the problem or fix it. Sure seems like they could change brake pads or do something to start trying to eliminate the problem. Seems like they just want us to live with it and that they don't want to honor the warranty.

  Business Response

  Date: 08/28/2023

  Hello,
  On behalf of Patrick Cadillac, we would like to apologize for the issues you are having and can certainly appreciate your frustration. We understand that you have been in contact with our service manager, ******, who explained that although frustrating our certified Cadillac mechanics have been unable to duplicate the issue even after multiple road tests.Cadillac has no updates for brake pads or bulletins for brake noise on your specific model of vehicle and as a goodwill gesture, and last week 8-21-23 the Patrick Cadillac service team completed brake deglazing, chamfer, cleaning, and anti-squeak solution at no charge since no warranty defect could be found (see copy of repairs completed). If you have further concerns, please feel free to contact *************************/Patrick Cadillac Service Manager directly at ************ or by email ***************************************

• Initial Complaint

  Date:04/14/2023

  Type:Order 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.

  We tried to buy a Certified Pre-Owned 2021 Cadillac XT6 from Patrick Cadillac - Schaumburg in December 2022 and worked with ****, the sales director at the time, and ***********************, his sales person. Our purchase was contingent on the dealership completing several repairs: passenger window tint, wheel alignment, broken passenger speaker cover, heated seats (front passenger and 2nd row bucket seats) and installing new emblems. On 12/31/22, Patrick Cadillac required that we provide a personal check for the down payment ($8,000) along with a check from our credit union for the auto loan ($46,927.83) to hold the car while they completed the repairs. They assured us the checks would not be cashed until we accepted delivery of the vehicle with the repairs completed and contracts signed. However, Patrick Cadillac cashed our checks on 01/05/23 without a contract nor any of the repairs completed while still holding the vehicle at the dealership.After over 1.5 months of false promises and misdirection from 4 different sales managers (****, *****, ***, *****) and 2 service managers (****, ******), Patrick Cadillac still had not completed all of the repairs and refused to provide any documentation for the service and repairs they claimed were completed. The general manager, ***********************, offered to refund us in full (deposit, loan and interest), which we agreed to and requested on 2/7/23. However, ***** did not deliver payment to our credit union until 3/1/23, and he still owes us $401.74. When I called ***** on 3/6/23, he lost control of his anger, threatened me, refused to pay us the remaining balance and refused to discuss the matter any further. Despite the hostility and personal threats, I am only seeking reimbursement for our remaining balance of $401.74.

  Business Response

  Date: 04/17/2023

  We are reaching out to apologize for your unpleasant experience. It is disappointing to hear when we are striving to dedicate ourselves in making the sales and service experience for every customer an enjoyable one. 
  
  It appears that there was a communication error between the store managers and our general office regarding the personal check and Great ****************** check regarding deposit.
  
  Below is a breakdown of the funds received and funds returned regarding the purchase of the Certified Pre-Owned 2021 Cadillac XT6.
  
  Purchase
  *Bill of Sale dated Thursday December 29, 2023, with total cash price of $54,927.83.
  *Check#**** dated December 31, 2022, for $8,000 from Brain and ***************************** was received.
  *Check#****** dated December 31, 2022, for $46,927.83 from Great ****************** received.
  

  Refund
  *Refund check#****** dated February 15, 2023, in the amount of $8,385.77 to *******************************
  *Refund check#****** dated February 23, 2023, in the amount of $46,542.06 to Great ******************
  *The title and signed release of interest from Great ****************** on your refund was received on March 15, 2023.
  *Total refund $54,927.83 which was the total cash price of the vehicle as per the bill of sale.
  

  If you have further questions please contact our Director of Sales, ***************************** at ************************************* or call ************.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19934686
  
  First, we appreciate your apology and acknowledgement of our horrible experience. I am still surprised by the lies and hostility demonstrated by your general manager, ************************

  I am rejecting this response because:  we incurred a total of $401.74 in interest due to your team's delays,misdirection and inability to follow through on commitments.  We also had to rent a SUV towards the end of January to meet our family needs because the Patrick Cadillac still had not completed the repairs and delivered the car as promised. I spoke with *********************** on 1/13/23, and he confirmed that all parts were ordered on 12/31/22 and committed to complete repairs and deliver the car by Thursday 1/19/23.  When I spoke to the service department on 1/23/23, they confirmed the parts were not ordered until 1/17/23.  Your general manager lied about the status of our repairs and continued to string us along with false promises and commitments for over a month.  By 2/7/23,we had enough and accepted ****** offer for a full refund.  It took his team over 2 weeks to even start this process when ********* first reached out to our credit union, GLCU, on 2/23/23.  By the time Patrick Cadillac paid off the auto loan on 3/1/23, we had made 2x payments ($1,521.92 total) towards a vehicle that was still under repair at the dealership and without a signed contract. The total interest incurred over these 2+ months is $401.74 which is the amount still owed to us. Please provide us with a check for $401.74 so we may all move on and put this behind us.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/27/2023

  We appreciate you providing the details regarding the request for a refund of $401.74 for interest accrued.
  

  Attached is a copy of check#****** April 27, 2023 that is being sent to you by *** and scheduled to arrive April 28, 2023.
  

  Once again,we apologize for the inconvenience.
  

  If you have further questions please contact our Director of Sales, ***************************** at ************************************* or call ************.
  
  

• Initial Complaint

  Date:11/14/2022

  Type:Sales and Advertising 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 used vehicle today (11/14). 2015 Chevrolet Tahoe LT. ** was told by the sales rep that he worked with that *********** would issue him an interest rate of 6.5% but after I received the paperwork, it shows that he was charged *****% and there isn't any documentation stating who we are financing through at the ***** rate. There was a huge miscommunication and information was not disclosed and withheld from us at the time of purchase. There is a huge difference in *****% and 6.5%

  Business Response

  Date: 11/17/2022

  It appears there may be a miss communication regarding the purchase, and we apologize.

  We do have ****% APR on Cadillac Certified Pre-Owned vehicles available and unfortunately cannot explain where a rate of 6.5% would have come from since that type of rate available on used cars.
  

  Interest rates are determined by the lender based on vehicle selection, credit score, down payment,term and other factors.
  

  We understand that you spoke with *****************************/Director of Sales and cleared up the miss communication.If you need anything further or have more questions please feel free to contact him directly at **************************************

  
  

• Initial Complaint

  Date:08/20/2022

  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 am experiencing a situation with yo-yo financing or spot delivery scam. The dealership called and said the financing fell through 4-5 months later after I left the dealership thinking that the car was financed. They called saying that they will send my account to collections after I already paid $6300 for the down payment and car note.

  Business Response

  Date: 08/22/2022

  Hello,

  
  It appears that there was a communication gap regarding the financing on your vehicle and we apologize if our team wasnt clearer that additional documents were needed to secure your loan. ***********************/General Sales Manager at Patrick Cadillac tried reaching you via text and was not able to connect with you. As of August 22, 2022, we still havent received the required documents to secure financing.

  
  Please contact *********************** at ************ or by email at ************************************** to schedule a date and time to return the vehicle and apply for your refund.

• Initial Complaint

  Date:08/01/2022

  Type:Order 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 am trying to buy my leased vehicle, I have a contract , with a residue price and 0 fees stated on the contract, dealer is trying to charge me $5,000 for non certified vehicle or $9,000 Id I let them certify the vehicle. I just want to pay the residue plus tax, title and registration. I feel like they are trying to make up money because the car industry is in big trouble.

  Business Response

  Date: 08/05/2022

  Hello,

  
  We think there may be a miscommunication regarding your lease buy-out and the certification and we apologize if our team wasnt clear.
  

  Please contact *********************** / Cadillac Manager directly by either call *********** or by email at **************************************.

  Customer Answer

  Date: 08/08/2022

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

  I visited the dealer again and met with the General Manager, he sold me the vehicle for the residue price and explained the ************** to me that were not explained by the salesman and the used car manager. I am satisfied with results, and I am removing my complaint. with this dealership.