ComplaintsforRizza Cadillac

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 5, 2024 I contacted Rizza to schedule an appointment for car repair. I was told to bring the car in on June 12, 2024 at approximately 8:40 a.m. I arrived at 8:30 a.m. I was greeted by the service advisor. He stated that he had to leave early on that day but he would "get me taken care of." They claimed they had no "loaner cars" available. They had one of their workers drive me 1.2 miles to **** where I rented a car for 3 days. Once I got the car I went to work. I waited until Thursday afternoon hoping someone would call me about my car. No one called so I called them. The service advisor stated that no one had looked at my car. I reminded him that I had to return my rental on Friday before 10:30 a.m. He said ok. Thursday still no further communication. Friday late morning I called service advisor. He said, "no one has still looked at your car." This is after I had to contact **** to see if I could return the car later that day for a nominal fee. **** stated that they would have to charge me, $143.00 the price of a full day. I called Rizza back expressing disappointment in the service I was receiving as they would usually keep me abreast of the progress of any repairs. Asked to speak with a manager, he stated that he would get my car up so that it could be looked at. One of the services was to have hub caps installed that I ordered myself. Around 3:00 p.m. I received a call telling me my car was ready. I had to drop off rental at ****, pay for an Uber to get to Rizza. When I arrived at Rizza my car was in the lot. The hubcaps were NOT installed! What someone did was take the small medallion cadillac emblem off of the NEW hubcabs and place on old "cracked" hubcaps!! Why would anyone do that? They put the box with new hubcaps back in the trunk and still charged me $162.64 for hubcap installation!!! I did have rear windshield wiper replaced. I have been a long time customer and never have I ever felt so disrespected and violated.

  Business response

  07/10/2024

  I hope this message finds you well.
  
  Upon reviewing the repair order in question, we want to emphasize that we did not charge the customer for the wheel cover parts. However, we acknowledge that the installation of the covers did not occur as expected, and we have promptly reimbursed the customer the amount of $186.69 pertaining to this issue.
  
  Additionally, there was an itemization of $34.95 for wiper blades, which was correctly charged and relevant to the services provided.
  
  Regarding the matter of car rental, we want to clarify that we did not refer the customer to any car rental company. The customer was informed that, regrettably, we did not have any courtesy loaners available at that particular time.
  
  Sincerely,
  
  -*****************

   

  Customer response

  07/10/2024

   
  Complaint: 21962513
  
  I am rejecting this response because: I feel that because they did not look at my car for THREE days and I had to pick up an additional day of rental fees that they should at least reimburse me for the $148.00 rental fee.  When I was there other customers were offered loaner cars. I had an extended warranty that should have afforded me that courtesy.  Again, they were surprisingly negligent in keeping me abreast of the progress or lack of progress regarding my car and it's repair.  Yes, they did refund me the money for NOT installing the hubcaps but again, this was a major inconvenience and again, I had rented a car for three days and because they failed to even look at my car for three days, I had to incur additional costs.  
  
  Sincerely,
  
  ***************************

  Business response

  07/12/2024

  Dear *******,
  
  I hope this message finds you well.
  
  I wanted to clarify that the recent service we provided was complimentary, and there was no charge to you. As this situation does not fall under warranty coverage, the warranty terms do not apply.
  
  Regarding the car rental, we did not advise renting a vehicle, and understand that this was a choice made independently. However, we understand the inconvenience this has caused and we are more than willing to reimburse you the $148.00 for the additional day of vehicle rental.
  
  Please let us know if you would prefer us to mail the check to you or if you would like to pick it up in person.
  
  Thank you for your understanding.
  
  Best regards,  

  Customer response

  07/12/2024

   
  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.  I think the offer is fair, I am not looking to get over on anyone and appreciate the prompt response.  I would greatly appreciate the check that was offered to me to be mailed to my residence at, ********************************************************************************************;
  

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

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this dealership in August and not even a year later the car stops working despite the extra almost $4,000 they charged because the vehicle is "certified". I was left stranded while waiting for a tow. Now my car is at the dealership and I am without a mode of transportation which the dealership has continued to inform me is not their problem, instead expecting me to be complacent about not having a vehicle despite paying $24,000 for a vehicle is supposed to work.

  Business response

  06/05/2024

  The customer spoke to my used car manager, *********************. We then reimbursed her for her Uber ride, covered the cost for the repairs, and delivered the vehicle back to the customer. All costs incurred were taken care of.
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 3/23/24 I visited Rizza Cadillac in *********** after seeing a Cadillac XT5 advertised on their site along with other third party sites for $23,950. After test driving the car we sat down to talk price where I was told that there was an additional fee of over $3,800 that they were adding to the price of the car. I asked why and they simply stated that it was to cover the cost of the certification inspection. There was no mention of any additional fees in their advertisement or small print. They are deceiving customers through bait and switch techniques. I am one of the lucky ones who walked out of there without being scammed, but I'm sure they are taking advantage of others.

  Business response

  03/27/2024

  We apologize for any confusion regarding the pricing. The initial figure of $3,800 was actually $4,455, which we managed to negotiate down to $3,800, inclusive of an additional bumper-to-bumper wrap-around warranty. It's worth noting that this warranty is available exclusively on certified cars, which was respectfully declined. Furthermore, our advertised price is non-negotiable and already reflects a significant discount, especially considering that the current sale was concluding on that day, as indicated in our ongoing advertisement. Please understand that we retain the right to adjust pricing on our used vehicles based on market demand and inventory availability. Thank you for your understanding.
  

  
  

  Customer response

  03/28/2024

   
  Complaint: 21482563
  
  I am rejecting this response because:  The advertised price was never in dispute, the additional charge was and the business did not allow me an option to reject the extended warranty for the additional cost of $3,800.  If it was an option I could reject there wiukd be no issue on my end.  They said it was take or leave it and refused to sell at the advertised price.  You can see from their response that their practices are deceptive and full of business practices that consumers should be protected from.  Regardless of what happens here all I can do is share my experience with as many people as I can to save them from this trashy establishment.   I have since found a car from a reputable business and have no desire to correspond with bottom of the barrel lowlifes.  If you advertise a price on multiple sites, honor that price when the customer comes in.  
  
  Sincerely,
  
  *******************************

  Business response

  03/28/2024

  I apologize for any frustration caused. We deeply value your feedback and understand your concerns.

  Customer response

  03/29/2024

   
  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

  01/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from Rizza on 1-27-24. Their sales (salesman and sales manager) and financing tactics were aggressive. At one point, they admitted to pushing hard for the sale due to it being the last Saturday of the month and trying to boost sales numbers.*2018 (VIN: *****************) Certified Pre-Owned. ****** miles priced at $26.550. Listed for sale for 108 days with $3,400 in previous price drops. The website indicates there are no finance offers for this vehicle indicating that the listed price was not discounted based on potential, qualifying offers. *2019 (VIN: *****************) - Certified Pre-Owned. ****** miles priced at $29.950. Listed for sale for 57 days with $1,000 in previous price drops. The website indicates there are no finance offers for this vehicle indicating that the listed price was not discounted based on potential, qualifying offers.The salesman talked to the sales manager and came back with an initial offer for the 2019. On the paper he had, it was listed a sales price of $29K. I inquired if that was the best price and he indicated that he could not lower it. We debated my trade in value. I agreed to the $29K sales price, a trade in value of $9,400, and a $2,000 cash payment. I was asked to initial that offer on paper as acceptance so that they could start the formal financing process. When I got home and reviewed the numbers, I saw that the dealership charged me $34,405, not $29K. This is not including the standard fees or taxes not included in the list price normally. In addition, there is issue with the Certified Pre-Owned vehicle warranty. The salesman, sales manager, and finance manager all confirmed there was a CPO warranty. Case number 9-11819340250 opened as I was told by customer service that there is no warranty.Lots of deception going on here. I am disappointed that I was taken advantage of, lied to, and stolen from. Absolutely unethical and immoral.

  Business response

  01/31/2024

  On Monday, the 29th, ***************** came in to ask questions. She spoke with our sales management team to go over said questions. During the discussion, she was informed that it takes roughly 7 days for the vehicle to show as certified. She received a copy of the *** (Certified Pre-Owned) inspection and details about what it covers. Additionally, she dropped off the key to her trade-in vehicle. Please see the attached documents: one is a customer worksheet signed by the customer, indicating the cost of certifications, and the other is a vehicle summary showing the effective date of the certification warranty (which reflects date of purchase).

  Customer response

  01/31/2024

   
  Complaint: 21211311
  
  I am rejecting this response because:

  The Business response is not fact.
  

  1. On Monday, I dropped off the second of two keys for the trade in vehicle.
  2. I was informed of the delay in warranty reporting.
  3. I was provided the *** inspection details on Monday, two days after purchasing the vehicle. This information confirmed what the manufacturer provided.
  4. On Wednesday, the used vehicle sales manager emailed me the correct/updated warranty information.
  5. I learned that the vehicle was still under a like warranty for ****************** Warranty that expires 4-15-25 the same date as the warranty sold to me. No one at the dealership ever mentioned that the powertrain was still protected, making the purchase of a $4,450 Certified Pre-Owned ****************** Warranty with overlapping coverage, not as valuable. Omission of fact is lying and concealing the truth.
  6. The Business also provided, for the first time, a print out of the warranty details.  The second page clearly states the value of the $4,450 warranty is $2,765.37.  
  
  The Business has not addressed that the sales price I agreed to of $29,950 is not the sales price in the bill of sale.

  In addition, the advertisement of a certified pre-owned vehicle for $29,950 indicates that the vehicle is already certified and with that certification comes a warranty. It does not state that there is a charge for the additional, related warranty.  It does not state that there are additional, hidden costs.  This is incredibly false advertising.
  
  Sincerely,
  
  ***********************

  Business response

  01/31/2024

  The offered warranty is not an supplementary powertrain coverage. Rather, it extends the powertrain protection to ******* miles. ************ it includes an additional 12 months and ****** miles of comprehensive bumper-to-bumper coverage that was not previously available, as the original coverage expired in 2023. Additionally, the warranty entails two complimentary oil changes, in conjunction with the extra ****** miles incorporated into the extended powertrain warranty.

  Customer response

  02/01/2024

   
  Complaint: 21211311
  
  I am rejecting this response because:

  The warranty was not OFFERED.  It was added to the purchase price for a vehicle advertised as already certified.  This warranty extends the coverage to ******* miles for the same exact time frame as the other, active warranty for ****** miles. ** the vehicle has ****** miles on it, I will not reach 70K miles, let alone 100K miles, in 14 months. THERE IS ZERO VALUE on this point. ZERO.
  
  The business is thus stating that the additional 12 months and ****** miles of comprehensive bumper-to-bumper coverage and two complimentary oil changes is worth a sales price of $4,450.  Totally insane.
  
  Why didnt the business disclose to the buyer that the vehicle was still covered under some kind of warranty (making the cost for this overlapping/similar coverage outrageous and not needed in it's entirety)? This is an unethical business practice. Omission is lying.
  
  Does the business have any intention of rectifying the situation?  Please provide a detailed copy of the warranty information (yet to be provided) including the right to cancel options. 
  
  Please do not assume that all females are addressed by Mrs..
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was misled during what started as a very pleasant sales transaction. The pressure escalated as I continued to state that I can receive better financing from my credit union. They were closed by that time on Saturday 1/6/24 ~6pm. I was told by the sales person and the financing manger that they highly doubted that I could get better financing since I was wanting to put it in my business name because business rates are higher and even if I put it in just my name the rate would not change. They said if by some measure that I do get approved on Monday when the ************ is open to come back and they would rework/resubmit the deal. I called early morning Monday 1/8/24 to let them know that I secured financing at a better rate. I was told to come in. Once I arrived at the dealership they said they never told me that I would be able to rework the deal and that I would need to bring in a check. Then they stated if they don't do the deal through their financing then they will not include the documented and agreed upon wheel painting. They said I would be required to now pay for it. This is a change to the deal and a strong arm into using their financing when my rate is much better as I stated it would be. The finance Manager, *********************** was very rude and intimidating. I communicated to him that the finance company that he told me funded my deal said that it was not funded and to leave the keys with him and leave the car at the dealership and ask the dealership to do a flat cancel. I documented this in the attached email to the dealership and gave them possession of the car on 1/8/24. I arrived home and about 15 minutes later, a dealership employee arrived at my home, left the car on the street and threw the keys in the mailbox. They did not call, email, text, nor ring my doorbell.

  Business response

  01/19/2024

  This matter has been resolved as of Today 1/19/2024

  Customer response

  01/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is true that it has been resolved but it lacks critical context about why and how. While the end resolution was acceptable it was more to put it to bed vs the business acknowledging fault and steps to ensure no one else experiences this type of service. However, the complaint is resolved and Im moving on. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in the month of July 2023 at Rizza Cadillac in ***********, **. At the time of the purchase, the dealership stated it was more beneficial to me to purchase new license plates instead of transferring my old license plates. I went along with the suggestion not thinking that any malice was involved at the time. Unfortunately, I was recently made aware that my old license plates are still in my name and being used in illegal activity in the *****************. I have received a moving violation as well as several parking violations from the license plate that the dealership was supposed to get rid of once I decided to purchase new plates. I believe that this dealership is committing some type of fraud with license plates which is why they wanted me to purchase new plates instead of transferring my old plates to my new vehicle.

  Business response

  01/18/2024

  Dear ************************* and BBB,
  
  We appreciate **************** bringing his concerns to our attention regarding the reported stolen license plates. We understand his frustration and take the matter seriously.
  
  Upon receiving ******************** complaint, we have promptly addressed the issue and advised him to report the stolen license plates. While we are willing to assist in reporting the incident ourselves, (which we have done and was advised by ***************** Police that **************** will have to contact his local authorities himself) we strongly recommend that **************** also takes the necessary steps to report the theft independently.
  
  By reporting the stolen license plates directly, **************** can provide accurate and timely information to the relevant authorities, aiding in a swift resolution to the matter. We are committed to ensuring that this issue is resolved promptly and are here to support **************** throughout the process.
  
  If there are any additional details or actions you would like us to take, please let us know. We value our customers' safety and satisfaction and will continue to work towards a satisfactory resolution.
  
  Sincerely,
  
  -*****************

   

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership has not refunded ************** It has been two months and I have not received a refund. I submitted appropriate documents and yet have not received refund.

  Business response

  11/07/2023

   

            The refund has been processed. If you haven't received it yet,

             it should arrive soon.

   

        

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car into *************************** in *********** on 12/17/22 for an appointment on 12/19/23. I was told that my vehicle would need an engine and that the inspector would need to come out to verify that the engine needed to be replaced. Well after the inspector coming out several times it was approved. I was told that they needed to order the parts. I continuously called to check on the status of my car and was told each time they were waiting on the parts. After continuously calling I was specifically told it was ordered and should be in by 2/16/23. Well that date came and went and they continued to tell me they were waiting on parts. I continued to call and text a number they provided me to inquire about updates. I eventually had my husband to call on 3/29/23 and he initially could not get any follow up and so he called the corporate office. A representative from the corporate office informed him the part was ordered on 1/5/23 and that they (dealership) received the part on 1/15/23. My concern is that my vehicle has been sitting at the dealership since 1/15/23 with the part having been received from GM however they refuse to fix my car. Every time I called to ask about an update on my vehicle they continuously told me they are waiting on parts. I'm not sure if they were delaying fixing it because it was still under warranty and they would not be receiving payment from me, continuously brushing me off because I am a woman, or hoping I would purchase a new vehicle. I do not have any confidence in this dealership fixing my vehicle due to the nature of this situation and the fact that we had to call the corporate office before they would fix it. I hope this situation is not happening to others.

  Business response

  04/07/2023

  The back ordered parts arrived and the job has been completed.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used vehicle from this dealership and before we left the lot the driver side seatbelt was not working. The dealership kept the car for an additional 6 weeks to fix the problem only the problem is still happening and the manager will not return our call. This is not only a safety issue due to the seatbelt not working but it seems very fraudulent of the dealership. They would not provide the service records for the vehicle and no one is returning my call.

  Business response

  03/29/2023

  The parts to repair the seatbelt are on back order. When they arrive, we will advise the 

  customer and set up an appointment for installation.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I had bought my brand new 2021 GMC Acadia, the radio was having issues and so I had to bring it back to the dealership and they couldnt figure it out, they had it for a month, for my aggravation the supervisor ***************** had offered to pay my first month car payment and let me pick a warranty that I would like added to my contract. When I went to use the warranty it wasnt there, he will not answer my phone calls and a service manager told me that I was mistaken. It was a car payment or the warranty, the email I was sent does not show that. It shows what I was told. He would pay my car payment AND I would get the warranty at no charge.

  Business response

  02/24/2023

  This matter has been resolved, please see the attachment with the tire and wheel coverage. 

*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. ↩