Complaints

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I bought this 2009 Cadillac CTS from this dealer every time, I went to drive it they had it already started and running so when I bought this vehicle, I never did start the car, they must've known about the problem it has that's why they had it already running. On my way home from the dealer I needed to stop and put gas in the car because I live about 75 miles from the dealer well it wouldn't start, I had to crank it until the battery was almost drained before it started. At the time, I just thought it was because I run it almost empty but that wasn't the case. I didn't start or drive the car for a few days after I brought the car home but the next time I started it, I noticed it was making a clicking noise coming from the motor and has done that ever since. I took it to a mechanic, and he says it's a timing chain. I know the reason that Metro Motors had this car running every time I was either taking it for a test drive or when I left the dealership is because they already knew about the problem. After I called them and complained they had the car towed from my house back to a repair shop and had a mechanic supposedly fix the problem well the problem isn't fixed. Now they said they would try to fix the problem, but I would have to bring the car back to them myself and they said they would have someone drive me home, but I live 75 miles away I live alone and have no one to drive me back up there to pick the car up again and they refuse to do that. They knew about the problem right from the beginning which they never should've sold me that car right from the start plus their mechanic didn't fix it correctly which now is leaving me with the burden. I also have a car warrantee on this vehicle that I paid for but that still leaves me without a car no one to drive me anywhere plus the cost of complete diagnosis.

  Business response

  09/13/2022

  Response to Complaint #********,

  
  We are sorry to hear Mr. **** had issues with the 2009 Cadillac CTS.  We aim to provide great customer service, however there are times when vehicle repairs and issues occurring after the sale are out of our control. We hope this response will assist with Mr. ****** concerns and provide guidance to assist further. After researching your case, we’ve came up with the following information.

  
  The 2009 Cadillac CTS went through our normal servicing process and the Missouri State Inspection prior to sale.  There were no known issues with the 2009 Cadillac CTS prior to sale that had not been previously addressed to meet the Missouri State Inspection requirements and our internal service procedure. It’s common practice and in our sales protocol for our salespeople to move all vehicles with appointments to the front of our location prior to the appointment time. On severe warm or cold weather days we advise all salespeople to have the vehicles cooled or warm to accommodate our customers upon arrival.  

  
  After reviewing the service managers notes, we see Mr. **** called acknowledging a clicking sound. Our notes also indicate Mr. ****** local mechanic believed it had something to do with the fuel system, oil level and or oil pump. The next phone call received indicated Mr. ****** personal mechanic had further diagnosed the vehicle and stated the clicking noise was believed to be the timing chain.

  
  At the time of being notified, the vehicle was still running properly, however it was demonstrating the clicking noise per Mr. **** and his personal mechanic. Metro Motors KC made a decision to good will the repair due to the short period of time between the purchase and correspondence of the issue to prevent any further damage or additional inconvenience.  We gave Mr. **** the option to choose his own repair facility, and we mutually agreed on using his personal mechanic for the said repair. Metro Motors KC did not ask for any additional proof or items supporting the claim.  Mr. ****** mechanic then decided he did not have time to complete the job and communicated to our service manager he would not be proceeding. At this time, we began calling around to local shops for Mr. **** with the intention of finding a reputable place to complete the repair.  The Cadillac was sent to ***** located in Independence Missouri for the repair. The repair was completed, and the vehicle was returned to Mr. ****.

  
  To address Mr. ****** concern with the repair, we advise Mr. **** to take the vehicle back to the repair shop if there are any questions about the repair, as they warranty the work as stated in the attached invoice. The shop offers a 12 month / 12,000-mile limited warranty on parts and labor. Please see attached for the supporting documents.

  
   Mr. ****** warranty remains in effect, as we did not claim any of the repairs against his coverage and covered them internally. Mr. ****** warranty also covers rental car reimbursement for any approved claims, to assist with the burden of not having a vehicle while these repairs are completed.  We hope this guidance will assist with Mr. ****** future concerns, and provide direction on how he can obtain additional assistance.

  
  

  Customer response

  09/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  I want $225 or they can take this car back and give me the car I traded in back. I also want my $2,500 back that I put down on the car. They can cancel out the deal. 
  
  Regards,
  
  ****** ****

  Business response

  09/20/2022

  Complaint: ********

   

  Please refer to our first response for instruction related to any warranty claims, or warranties related to work that has been previously completed. Any future payments to Mr. **** must be made through the warranty company directly. If Mr. **** has lost his warranty documentation or their contact information, new copies have been attached below. A list of all covered components can be found on the second page of the warranty agreement. For questions related to specific parts coverage and eligibility, we advise Mr. **** to contact ******* ******* ********** ** ************ for claims authorization before having a repair facility begin repairs. All warranty claims must be made directly through the warranty company listed, as Metro Motors KC will not be paying any third party shops directly for future repairs. 

  Best regards,

   

  ****

  Metro Motors KC

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

  Customer response

  09/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  In their response they said they would not cover any third-party repairs there were NO third-party repairs the repairs that were done were through the people Metro Motors sent me to ! whatever was done to this vehicle was done by Metro Motors sending me to their mechanics. The last job that was done was also set up by Metro Motors and then after the job was done, I was made responsible for the payment and all I'm asking Metro Motors for is the $220 that job cost me. The last job was a condenser for the windshield wipers the wipers did not work (a safety issue) but Metro Motors passed this vehicles STATE SAFTY INSPECTION plus a fuel purge and new gas cap because after a fuel fill up the car wouldn't start. I didn't know about the problems with this vehicle until about 4 days later (I'm retired live alone and don't drive that much). Metro Motors covered up the main problem which was a knocking in the motor when it was started. When I bought this vehicle before I got in the vehicle for a test drive or after I bought the vehicle and was ready to take the vehicle home Metro Motors salespeople already had the vehicle started and running so I didn't hear the knocking. I thought and my next-door mechanic looked at the vehicle, but he did NOT diagnose it he just told me what he thought it might be a timing chain. Metro Motors did not have the vehicle diagnosed they just went ahead and put a timing chain set in. Then when the problem wasn't fixed metro motors set up an appointment with their mechanics and I got stuck paying for it. Metro motors gave me a 1-year dealer warrantee and now they're not honoring it and refuse to give me my $220 back for the repairs at a place of business that they sent me to.
  Regards,
  
  ****** ****

*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. ↩