ComplaintsforGerry Lane Cadillac

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a 2019 Cadillac XT4 10 months ago on July 4th 2023. Within that time I have had several unforeseen mechanical issues that have cost me out of pocket. A dead battery, a sputtering radio which is computer related, a purge pump replacement and a fault code for the engine under boost turbo. Before I invest another penny into this vehicle I would like to know what my options are for getting out of this agreement fully or a trade in. I am reaching out through the BBB because I have had trouble getting in touch with anyone at this dealership. I have called every time there has been an issue to try and discuss my options and basically reach out for help. I feel like I was pushed in the direction of this vehicle specifically and would like to resolve this with management.

  

  Business response

  04/29/2024

  We are sincerely sorry for the issues that Ms. *********s vehicle has been having. The vehicle has not been in our service department since August of last year so any information that we have would have to be directly from Ms. ********. She did leave a message to inquire about a used car over a month that does not look like it was properly responded to, that is an unacceptable mistake. We will be sure to have someone reach out to Ms. ******** to see if we can go about trading her out of the vehicle that is giving her problems. 

  Customer response

  04/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21495605, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on 12/3/23 and have put approximately 30,000 miles on it. During the buying process we noticed a scratch on the passenger side door. We brought it to the dealerships attention and they ensured us that they would have it corrected that we could proceed with the buying process and an appointment would be made with the body shop. Since I have purchased my vehicle I have had to bring it in on 3 separate occasions to have the paint on the door corrected. The first time there was trash and bumps all in the paint. They “corrected it” and called me to tell me it was ready. It still had trash and scratches in the paint and I refused to take it until it was correct. The third time I showed up to pick it up it looked great. Fast forward 2 months and the paint is peeling up and there’s bubbles everywhere along with the emblems falling off the doors. The sales lady is no longer taking my calls so I ask for the sales manager. He resolves the problem and I pick it up. Here we are a few months down the road and my door is peeling yet again. The sales manager will not return either me or my husbands calls and we live 1.5 hours away so it’s not like we can run up there to catch him. This is obviously a problem with the shop being used by the dealership because I’m not having paint issues with any other part of my vehicle. Take responsibility and fix the mistake that you made.

  

  Business response

  05/14/2024

  We are sorry to hear about your car buying experience thus far. Unfortunately, we do not have a body shop on site, so it is difficult for us to address these types of issues. We try to use reliable, well-established businesses for this type of work and the shop that performed the paint work on your vehicle does consistently good work for us. That being said, nothing is perfect and sometimes things to need to be readdressed to get it right. We can have the body shop attempt to correct their work, or if it's more convenient you can get a quote from somewhere closer to you to fix the work that was done. All we ask is that if you choose to get it done locally you communicate the quote before approving any work. We can have someone reach out from the dealership to discuss a plan of action moving forward. Again, we apologize for any inconvenience we may have caused.
  

  Customer response

  05/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21379855, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  04/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I scheduled an appointment to bring my SUV to the mentioned shop on 3/29/23 to get something on the left side by tire fixed. Wednesday evening they told me what was wrong, fixed it. Wednesday late evening I got my SUV back. Parked it in my garage about 7 miles down from dealership. On Thursday morning I drove my SUV around for the 1st time since I got it from the shop. The sensor from the left side was missing. The seat vibrated every time a car passed by even on the opposite side of traffic. I immediately called the dealership and told them what problem I had. I got the run around since then. That day I was told that they will review the camera, then it was I will talk with the tech then call you back, days went by. I called to follow up. At this time I was told the tech left but they need to ask him if he removed that piece and why, after that it was " when I pulled it from the back the seat didn't vibrate for me". A day after it was I was told "turn the sensor feature off". On 4/3 I called I was told let me ask the tech since he is back. At this point I called the cadillac headquarters. They got in contact with GerryLane to tell them what I complained about. About 2 or 3pm they called me back saying they think it didn't happened there. I want a full investigation done and for them to replace my bumper sensor. (FYI- that sensor doesn't just fall out, it has no scratches, chipped paint ,or any damage around the area).

  

  Business response

  04/19/2023

  Good afternoon, 

  I apologize for the delayed response as this was originally directed to staff at one of our other stores and has just been forwarded to me for review/response. This customer's concern has been investigated and thoroughly vetted by the service manager and security footage reviewed from various different locations and angles. We can definitively confirm that the sensor was properly in place at the time of intake but was also intact at the time of redelivery as the service advisor pulled the customer's vehicle to the front for them and was not met with park assist warnings. Also of relevance was that, at no point, did any technician perform any type of work at this area of the vehicle eliminating the possibility of an accident. 

  Based on our experience with this exact issue (4 other cases to date), this occurs when a customer has their vehicle washed at a drive-thru full-service car wash. The high pressure nozzles can (and do) hit the sensor at just the wrong spot with enough force to push it into the bumper. The owner in this case coincidentally has a Benny's Car Wash (local car wash chain)  tag found on the windshield which just so happens to be the business related to all four prior instances of this exact issue. We understand this is unfortunate and very frustrating as we do not believe the customer did anything wrong in particular but we can confidently say damage did not occur at our facility. 

  We are open to assisting the customer with a repair but we can not accept responsibility as we have no evidence to support our doing so.

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