ComplaintsforCadillac of South Charlotte

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Cadillac of South Charlotte for a code that I was getting on my Cadillac escalade . I spoke with ****** and he assured me in his own words 98% sure it is covered under your powertrain warranty. I asked him if it wasnt covered, would I be charged anything? He said I would only be charged $189 for a diagnostic. I agreed and took my truck in to them on Thursday, January 25th for a diagnostic report. ****** went out to my truck, came back in and grabbed a paper that printed and told me it was fuel intake cylinder 8 and that it was covered under my powertrain warranty. I said thank God, another mechanic wanted to charge me $4500 to fix that code. On Monday January 29th I get a text with a link to approve work. It was the cylinder that needed to be replaced , an air filter and a fuel system service. The only two items requesting approval were the air filter and the fuel system service. The cylinder replacement had been approved by them . I approved those two items for a total of $488.96 and signed. On Tuesday I get a text that my truck is ready for pickup. On Wednesday morning I get a call from ****** stating that they made a mistake and my fuel injector cylinder was not covered under warranty and I now need to pay $1520.17 and if I cannot pay that, they will remove the cylinder and put back the faulty one. After I havent had a car for going on a week. I call the manager and he says the same and in his words we cant just give you the part and labor for free. According to them it took 5.5 hrs to replace. So they would rather pay another 5.5 hours of labor to remove the part AND have an unhappy customer. ** law states they may not exceed the cost I authorized by more than 10%.

  Business response

  02/01/2024

  Thank you for taking time to inform us of this concern and meeting with me in person to resolve. We appreciate your valued business and happy that we could reach a mutually agreeable resolution. Please feel free to reach contact us with any further concerns. We look forward to being your continued vehicle service provider. 

  Sincerely, 

  *********************** - General Manager

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  01/21/2021 In January 21,2021, I drove down to Cadillac of South Charlotte to purachase a 2019 ******** GLC 300 with ***** miles on it. *********** was ************************, As we preceded to finalize the deal for the purchase of the vehicle I asked ************ how many years warranty the vehicle have on it, He stated and I quote " The vehicle has 4 years warranty on it". As he preceded to show me information about extended warranties I asked ************ if I purchased a extended warranty when will that warranty begin? ************ stated and I quote " You have a manufactures warranty for 4 years and the extended warranty will begin when your manufactures warranty ends". I asked ************ on 3 different ocassions and I ask so you are saying I will have about 9 years of warranty and he responded and I quote" Yes that is correct". What ************ failed to inform me is that the extended warranty beganed on 01/21/2021 the day of purchase. My manufacture's warranty ended on 09/03/2023. I paid for 5 years for a extended warranty, And for 2 year's and 8 months I still had a manfacture's warranty. Why would I spend that kind of money for a warranty that is running concurrently with the manufacture's warrant, It does not make any sense at all. I was misled by ************ with this extended warranty and I would like a refund for the years that was wasted or Cadillac of South Charlotte should honor the 5 year warranty that I paid for. I have contacted Cadillac of South Charlotte to discuss the matter on 2 different ocassions and on both times I was informed someone would call me back but to know avail.

  Business response

  01/23/2024

  ****************, 

  Extended service contract coverage runs concurrent with the manufacturer warranty until that has expired. The contract you uploaded here and executed at time of delivery clearly states that coverage is 5-year term duration starting on 1/21/2021. You would have the option to cancel the coverage at any time and be *********** the prorated portion as a refund. We would be happy to facilitate collecting the current mileage and calculate what the prorated refund amount would be at this time.

  Sincerely, 

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

  General Manager

  Cadillac of South Charlotte

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

  Customer response

  01/23/2024

   
  I am rejecting this response because: Your saleman misled me by promising something that he knew he could not deliver. I would have never purchased a extended warranty through you had I known it would run concurrent with manufacture's warranty. Thank your for assisting me in my decision to go elsewhere to make my next purchase. If you can't honor a request, you should not sale the product.
  
  

  Business response

  01/23/2024

  ****************, 

  I truly appreciate you taking the time to speak with me on the phone today. I listened to your perspective of events that occurred three years ago and would keep the door of communication open should you decide to work with me directly in the future on an alternate vehicle purchase.  Due to the prior purchase and recollected conversation having occurred on 1/21/2021 and the executed agreement stating the terms in writing. The options at this time would be a prorated cancellation or allowing us the opportunity to facilitate a future purchase with the intention of accommodating you to the best of our ability on a subsequent purchase. 

  Sincerely, 

  *********************** - General Manager

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

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ************************* the salesperson, sold me a vehicle on 7-24-23 (yesterday) that has extensive bumper damage. The damage will require a totally new bumper at the complete cost to me. He indicated yesterday during the sale that the service department completely serviced the car and that he was unaware of the bumper damage, he insisted it could be repaired by the service department but that they were gone for the day. He insisted the problem could be fixed with a bolt, it cannot. I left their office after 7pm and got home after 10pm, further inspection wasn't done until the following morning. I was able to inspect the car more today (7-25-23) and discovered it requires far more than a bolt. Videos and pictures were taken and can be submitted. He slid in my contract a no cooling off period that he did not explain, and I was not aware of until I began going through the paperwork today. I was taken advantage of and lied to during the whole process because I am a woman purchasing a vehicle alone and was not sure of my rights and he made sure not to make me aware of them. He did not explain that he included the paperwork mentioned and did not explain it at all!!! I want the bumper replaced by the company, at their expense ASAP! I am enacting my cooling off period of which I am entitled to regardless of the paperwork that was included that I was not made aware of. I want the repairs to be made by the company and my complete refund refunded!!! They can feel free to come and retrieve the vehicle at any time.

  Business response

  07/26/2023

  Mrs. *****, thank you for taking time to provide feedback regarding your purchase. The day you took delivery of your vehicle we agreed to replace the bumper clip and still more than happy to facilitate making that repair.  This was inspected by one of our ********************** associates and there was no indication of the vehicle requiring more than a bumper clip to rectify.

   Every contract that is signed has "no cooling off period" this it was never not slipped in and is industry standard contract language. We have attempted again to reach you in hopes of resolving your concern regarding the bumper repair. It is our goal to have satisfied clients who feel good about their purchase and happy with their new vehicle. 

   

  Sincerely, 

  *********************** - General manager

  Customer response

  07/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to you to complain about Cadillac of South Charlotte ******************* I did business with this company from to 12.12.2021 until 4.24.2022. During this time I was quite displeased and stressed with the services provided hence years later I'm still having the same issue with the vehicle after they've stated they've repaired it. In December of 2021 I took my vehicle to Cadillac of South Charlotte to have it looked at because my service engine light, tranction control light, parking light, had came on in the vehicle the previous day. The car went into a mode where I couldn't drive faster than 45mph. Their service department had my vehicle for the for a few days with no loaners avaliable; I was told it was the problem was the trans module which needed to be replaced. I was told that it would be $1900 to repair. I agreed to the repairs. I got my vehicle back and a week later my service/check engine lights came back on. Took the car back to Cadillac of South Charlotte to be told it was s purge valve leak and had to pay another $500 to have that repaired. Then almost a year to date later the service engine light comes back on and I take it back to Cadillac of South Charlotte because I know this should be under warranty. They stated that the module they replaced wasn't no longer programming and they had to replace it. They had my vehicle about 3 weeks. They had no longer vehicle avaliable which they never do. In December of 12/21 once again the service engine lights, parking lights, traction control lights all come one once again so I again take the vehicle back to Cadillac of South Charlotte because again thinking the problem is under warranty and again it's another issue that's not under warranty. I was never really told what it was just hat it was a cable that was getting overheated so I had to pay $400 to have that repaired. Here we are 4/2023 and all of those same lights have come back on and I'm unable to drive my vehicle over 45mph. I didn't want to take my vehicle back to Cadillac of South Charlotte because they clearly aren't resolving my issue and I'm continuing having to pay for something that's still not fixed. I contacted Cadillac of South Charlotte and asked for their number to corporate which I was given. I spoke to ****** who stated she was a corporate manager and she would assist me. [screenshots included] I explained to ****** my issues and asked if there was another location I could take my vehicle to for that repairs that would honor my warranty. ****** stated she would find out and call me back. I haven't received a call from ******. I've left several voice messages and no response. This is my last hope for help. I cannot afford to continue to pay for repaired they aren't getting repaired. Again I've ttempted to contact corporate to resolve this issue, but they have not responded to my requests. Please contact me to let me know how to resolve this issue. I look forward to hearing from you soon. I've included all my detailed receipts from Cadillac of Charlotte as well.

  Business response

  04/25/2023

  *****************, 

  Thank you for taking the time to post your concern. The timing of the repairs you mentioned are accurate and I will clarify what transpired during those repair visits. 

  * On 12/13/2021 you brought your vehicle in for stabilitrack / check engine light diagnostics. We determined it required a transmission module to correct the issue. You authorized the repair and the work was completed with successful outcome.

  * On 12/24/21 you brought your vehicle in for check engine light only and your vehcile was in need of a purge valve. This work was also approved and completed successfully. The purge valve is part of the evap fuel system and in no way related to the transmission repair, they are two completely different systems. 

  * On 9/21/2022 (9 months later) you brought your vehicle in for stabilitrack concerns. The module was deemed to be defective and it was replaced at no charge under warranty from the prior repair 9 months earlier.

  * on 12/21/2022 you brought your vehicle in for check engine light / traction control. We found high resistance in the negative battery cable which required replacing the ****** to repair properly. The work was authorized by you and completed successfully. 

  All of the repairs were performed in a professional manner to properly resolve your concerns. We do value your business however we do not have the ability to know when a vehicle will pose a failure or what system could be affected. 

  As for the loaner cars you are 100% correct. Due to Covid, new vehicles were under manufacturing constraints we did not have any loaner vehicles available during the dates you visited. 

  At Cadillac of South Charlotte we stand by the work performed to have corrected the vehicle concerns you brought to our attention. Each time the service rendered was either a different system or component that was affected or covered under warranty if the same component failed. 

  Sincerely, 
  

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

  General Manager

  Cadillac of South Charlotte

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

   

   

   

   

   

• Initial Complaint

  05/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Every time I worked with ****, something went wrong or felt uncomfortable by the situation. One time it took four hours for an OIL CHANGE- and yes I had an appointment. Another time I went in to get my windshield replaced and my *** system looked at. Over an hour later, **** walks in saying that 1- they didnt have the windshield and would have to hire an external company to come out and 2- they didnt have the *** ordered so I would have to come back for that as well. I waited almost two hours for them to say we werent prepared. I was given a price estimate and told that they could fix a recalled part on my car. An additional two+ hours later and I was finally out of there with an appointment to fix my car. No matter how many times I asked, **** would never tell me what happened to my *** screen cracking out of nowhere. I figured Id get the diagnostic when I returned in a few days. When I returned, I asked **** THREE times why my screen would crack out of nowhere and he continued change the subject. I waited for a while in the waiting room only for **** to come in and say that my windshield had been delivered the week prior but was broken by the company that delivered it. He specifically said that it had arrived broken. They would have had to know that long before my appointment. If thats the case- then why wasnt I told that when I first arrived to the dealership instead of them wasting my time yet again? After Bills cold-shoulder approach to telling me, he said the *** screen had been replaced and the total was $1330~ and once again, I asked what was wrong with it. HE SAID NOTHING. I asked him who do I need to talk to in order to get an answer and he said what? What do you mean? I asked one last time Why would my screen crack and become unusable out of thin air? (there was no temperature shift, heavy pressing, NOTHING going on to cause it). He yet again ignored me. Theres far more I could type but theres unfortunately a character limit.

  Business response

  07/01/2022

  This is certainly not the level of service we strive to provide our valued guests. I have attempted to reach you by phone at the number you provided to address the concerns and ask that you kindly call me at the number listed below. I have researched your concern with the *** screen. This is a known concern and can fail without warning or visible damage to the unit. Some *********** will have visible cracking as well. It may not be possible to diagnose "why" a screen failed or cracked. Much like windshield or sunroof glass that can crack without warning or visible signs of distress prior to occurring. It is unfortunate that these failures may occur and if there is clear indication of why a component failed we would gladly share that with our guest. I'm hopeful to have a conversation with you directly to review your concerns. Sincerely, *********************** - General Manager at Cadillac of South Charlotte *******************

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my truck in for manufacture recommended service interval service writer confirmed it was so dropped of on Saturday am and was told it would be worked on Monday @7:30 it was not done till the following Friday I called daily for updates never and got excuses every day . They never called to update I had to call . When I finally did pick it up the following Saturday it was not ready but received it a few hours late . They charged me for the service however upon inspection it was not actually performed . I confirmed it was not done at a third party service facility. I tried to contact the manager and writer ( who confirmed it was not done correctly) but they never fixed the problem offered no refund no apologies Never even got a call back after multiple days

  Business response

  03/16/2022

  This response was provided verbally by the business:

   

  We provided the consumer with a refund for the amount of ****** on Feb 24th 2022 

  Business response

  03/16/2022

  This response was provided verbally by the business:

   

  We provided the consumer with a refund for the amount of ****** on Feb 24th 2022 

*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. ↩