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:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The company had replaced a part in my transmission according to the extended warranty company. I received my car back after four weeks and it had the same problem if not worse. I took it back to the company. They told me the extended warranty company was gonna provide them transmission and they would put it in. After another three weeks. I got my car back and I noticed right away that they didn’t put all the bolts in the front end. So I took it back. At this time I mentioned to them that I had another problem and the service manager did a scan on the car and told me what the problem was and he did not have the part in stock. He would call me as soon as he got the parts in and they never did. This has been one of my biggest complaints there is no communication with the company and not keeping me informed on the service of my vehicle. They did not document that I brought the vehicle in and they did the scan so now that my warranty is out there refusing to fix it. Also with the transmission problem, the transmission is still not correct because they admitted on the phone that it’s possible that they did not hook up the manual buttons on the shifter. So you cannot manually shift the car. Contacted the service manager yesterday and he is refusing to work on my car because of all the problems that we have had and is blaming me for the problems. But it is their lack of communication and the quality of work because was no quality control on their side. If there was quality control, all the bolt/screws in the front end would not have been missing and they would’ve noticed that the manual shift wasn’t working. I’m asking for my transmission to be fixed correctly because the company has already been paid to do this and it is still not finished.

• Initial Complaint

  Date:10/04/2024

  Type:Billing 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 September 25,2024 I had my Cadillac towed to the service department. I was told there were 2 vehicles ahead of me and they would get the work order wrote up in a day or two.So I called in on Monday and left messages to have someone call me.Nothing.I continued to call and finally Wednesday October 2 got to speak with service manager.He was apologetic,but he was swamped. He was all alone trying to handle the work load.I sympathize but its the lack of communication that truly angers me.He told me to give him a few minutes and he would call me back.DIDN"T HAPPEN. This car is vital to our lives.They use to provide a loaner car till the job was finished. That was a big selling point when I purchased the vehicle. Now its always their loaners aren't available.I WANT TO KNOW WHAT IS THE STATUS OF MY CADILLAC. i will say that this is the first time I've had a true issue with them.But I want to know WHY???I am a loyal customer.I expect to be treated as such. +

  Business Response

  Date: 10/22/2024

  *** ****** was told we would get to his vehicle first availability which we did. It did take a extended amount of time to complete the diagnosis of the vehicle. We also went over and above to get part of his repair expense covered by the extended warranty company. *** ****** is already in possession of his repaired vehicle. Due to manufacturer constraints it has changed the amount of loaner vehicle's we can have available and they have to be made available to customers under manufacturers warranty first. We would love to provide the large amount of loaner vehicle's we used to but it is no longer allowed.

• Initial Complaint

  Date:07/03/2024

  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.

  see Attached document

  Business Response

  Date: 07/09/2024

  I have personally spoke with ****** ****. We have already assisted her with discounts on her repairs. The warranty was expired the last time she brought the vehicle in. The check engine light is back on but not for the same issues multiple issues can set the same code. The first repair was for a bad solenoid, no the oil pressure pump is failing they are two completely different repairs. We again offered the customer a discount to help with the repairs and she said she could not afford them. We told the customer she did not qualify for a rental or a loaner vehicle up front. We have already made goodwill concessions for this customer. We are still offering to give her the discounted price we quoted her on the work still needing to be done.

  Customer Answer

  Date: 10/30/2024

  
  Complaint: ********
  
  

  Dear Better Business Bureau, I reject this reply because My first diagnosis was fuel pump and I was under the impression that this is what they repaired along with some other repair. After paying 2088.11  The same oil light was back on within one week. After numerous calls I was finally told to return my car for repairs and they kept my car from Monday April 29th- May 4th and they done absolutely nothing to My car. The discount that they are speaking of was with the repair I paid for and my car was not repaired properly. The same issue continues today and I cannot drive my car and I need my money back or my car repaired properly. Thank You. ****** **** *************

  
  

  Business Response

  Date: 10/30/2024

  I understand the customer may be rejecting this but her information is incorrect. The two repairs are completely separate. I have spoke to the customer personally on this. She thinks because its the same light it is the same repair, but it is not it is two completely different failures. We have explained this to her on multiple occasion and have offered her discounts on both repairs the only thing she is willing to accept is if we do the repair for free. We used additional good will resources form the manufacturer on the first repair to help her out,  the average customer would not receive these as it is something that we have limited resources to do.  We have offered to assist her with discounts again this time. We have already gone over and above. As she stated in her response we already gave her discounts on the first repair. This is all we can do at this point.

  Customer Answer

  Date: 10/30/2024

  
  Complaint: ******** I originally showed **** *******, the invoice I received from **** **** explaining that I need a fuel pump and I was told that was the repair being made along the other repair they said I needed. I had to use ******** complaint agent to even contact them. They would not return my calls also there has not been no offer to discount the repair any further repairs. I was told I was getting a fuel pump and that's what I paid for. I don't have money to half fix my car. I would not have agreed to that.
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** **** 

  Customer Answer

  Date: 10/31/2024

  
  Date Sent: 10/30/2024 4:00:50 PM
  
  Complaint: ******** I originally showed **** *******, the invoice I received from **** **** explaining that I need a fuel pump and I was told that was the repair being made along the other repair they said I needed. I had to use ******** complaint agent to even contact them. They would not return my calls also there has not been no offer to discount the repair any further repairs. I was told I was getting a fuel pump and that's what I paid for. I don't have money to half fix my car. I would not have agreed to that.
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** **** 

• Initial Complaint

  Date:04/16/2024

  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 February 7, 2024, my vehicle was towed into Courtesy Cadillac in Louisville, Kentucky. I had a problem of my vehicle was locking up and I could not drive it. The dealership said it was my ABS solenoid and that it needed to be replaced. They performed the work after the part came in and returned my vehicle to me on February 24, 2024. After that on February 26, 2024, the problem was still present so I returned my vehicle to the dealership for them to fix the issue. on February 27, 2024. When I went there I ask them if the caliper was the cause of the problem and they said no. The next day on the February 28th they returned my vehicle to me and told me it was the rotors and pads that I had declined the service for that caused the lock up and they had replaced them free of charge. However, on March 7th, 2024 I had to return my vehicle again for the same problem however this time both my rear brakes were locking up instead of just one. They replaced both rear brake line hoses and told me it was ready for pick up on March 12th, 2024. I picked my vehicle up on March 14th, 2024 and immediately returned it the same day for the same problem. They told me on March 15th, 2024 that there was nothing more they could do without me providing me money to fix it. I ended up having to get my car transported all the way back home to Florida on my own dime and when I called for a refund they never responded. I end up getting my car fixed and it was the rear caliper the whole time even though I was told no when I suggested that to them. I am wanting a refund because the problem was never fix and I believe they didn't truly diagnose the problem, they simply threw parts at the problem. I am asking for a refund of $2,137.57. $1,957.62 for the ABS solenoid that didn't need to be replaced and $179.95 for the brake flush.

  Business Response

  Date: 05/03/2024

   response is attacehd as not enough space was allowed for response

  Customer Answer

  Date: 05/08/2024

  
  Complaint: ******** I am rejecting this response because: Hello, there are a few discrepancies with this response. My service advisor was **** ****** and the managers I spoke with were ******* ****** and ****** *****. I do not know who ***** ****** is. Also, your message reads that there were multiple problems, and I would come back to the dealership and complain about different ones which is wrong. The problem was that my brakes were locking up and that’s it. On 02/27/2024, I came in complained about my brakes still locking up after I was told they fixed the problem. See the video attached to see my rear brake locking up. They did replace my rear brakes and rotors free of charge, however I never even knew what they were doing because I was never noticed. See attached photo of a conversation with the service advisor showing I was never informed what they thought the problem was. I had previously declined this service because I believed the price was unreasonable and was planning to do it myself. I had already purchased the rotors and pads which were in the trunk of the vehicle on the day I brought it in. See attached screenshot showing I bought and returned the brake pads and rotors; it shows my purchase date too. However, replacing my rotors and pads was not the reason my brakes were locking up because I returned after that complaining about the same problem. Yes, I was upset because I was told my vehicle was fixed and spent money to repair it when it wasn’t like anyone would be. I had additional frustration due to my service advisor not responding to me for days leaving me completely in the dark on what was happening. On 03/08/2024, I came back in for the same problem which was my brakes were locking up the only difference was that both my rear brakes were locking up instead of one now. Your message says when the technician rode with me that the problem was not able to be duplicated in the drive but that is incorrect, the problem was duplicated and is stated in the service write-up. See photo attached. The dealership did replace the brake line and flush the brake fluid free of charge, but this was not the problem. The caliper was the problem which I had asked them if it was the problem on the 02/27/2024 when I first returned with my vehicle. On 03/14/2024, I went to pick up my vehicle and when I got back it my apartment the brakes were locking up again. I returned to the dealership that same day and dropped it back off. See attached photo of Uber receipt for proof. On 03/15/2024, I returned to the dealership after no response for hours and at that time Jessica Livers and **** ****** told me they spoke to the owner and that there was nothing more they could do unless I spent more money and at the time they wanted to start replacing the brake lines if I decided to spent more money which would not have fixed the problem which was the caliper. After that I was forced to transport the vehicle back to Florida because the dealership couldn’t fix it. I was able to repair my vehicle after it arrived in Florida by replacing the calipers. Due to my vehicle not being repaired is why I am asking for a refund along with the fact I had to pay to transport my vehicle from Kentucky to Florida when it should have been repaired so I could drive it down to Florida. I believe I am owed a refund of $2,137.57 for replacing a part that didn’t need to be replaced and a brake fluid that did nothing to repair the problem. I have to attached a screenshot showing how the service advisor **** ****** would ignore me for hours, sometimes days without a response. 

• Initial Complaint

  Date:01/03/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  December 29,2022- Called courtesy Cadillac and inquired about a Cadillac listed on their website and autotrader-$30,208- was the price. I Let them know I was coming from Bedford and was going to the bank and was heading that way. Spoke to the Manager-***** and corresponded with ****** in sales. Let them both know I was coming and gave them 4 hours to prepare our arrival. I asked specifically if the vehicle had any one interested at that day and they said they would hold it until I got there. I drove it liked it and wanted to buy it. The sales manager ***** came in and stated he could not sell the vehicle because someone had posted the price incorrectly. Even though the sales man ****** said they had a report on the vehicle and had already inspected it. So then ***** said he could not do anything about the price and he wanted us to pay $37,000 if we wanted it. My husband **** stated they should honor the price listed and they would not and I said who could and ***** said he would have to call the owner. Then some man claimed to be the co-owner came in minutes later named Joe- he said he could not sell the vehicle to us. And I stated that he needed to make it right and he said he would come down to $35,000. My question is can they do that especially since they had 4 hours prep time to get this straightened out and call me to let me know. I had to drive so far and it was a total loss for us for the day was far gone when we got home. I could have went to another dealership if I had known the upcharge of the vehicle. I would have never went there if the double website price listed was $37,000. They misled us and should be held responsible. I should have been able to purchase the vehicle at the listed price. Could you check into this for me please. Thank you.