ComplaintsforSarant Cadillac Corp.

• Initial Complaint

  09/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After coming home from my second deployment On August 31st 2023 I purchased a car from Sarant Cadillac with an agreed all in total for $6600 tax title and registration included with a down payment of $40,000. After being approved I signed a contract and drove off the lot with the car. After a week of the purchase the dealership called claiming that there was an issue with the contract we had agreed into and I needed to come in and resign the contract. When I got to the dealership I received a new contract that was for more Money that both I and the dealerships finance office agreed upon. After explaining I will not sign the new contract they threatened to repossess my car along with sending me multiple inappropriate harassing emails along with multiple voicemails from others from the dealership apologizing for their mistake and that I needed to come in to resign the new terms. The dealership has since has refused to submit my registration paperwork that I paid for and constantly calls me leaving voicemails.Down payment receipt # ****** Deal number : ****** TEMP REGISTERED: ************* Facility number: *******

  

  Business response

  10/07/2023

  **************** and I were able to meet in person on Tuesday.  I am pleased to inform you that we were able to amicably resolve all issues, and clear up any misunderstanding.  We apologize for the inconvenience, and miscommunication between the Dealership and ****************.  We are looking forward to reconciliation and restoration, in a possible future relationship for many years to come with **************** and his family.  Thank you. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date 07-17-2023 Discrimination and Abuse of Power Incident at Sarant Cadillac As a long-time customer of ********************, I am deeply disappointed to share recent experiences involving discrimination and abuse of power.In December 2022, I brought my 2018 Escalade for front suspension work. Despite **************** and **** recommending new suspensions, I opted not to proceed with the repair. I paid the diagnostic charges and retrieved my vehicle. Surprisingly, **************** appeared upset, questioning my decision.In July 2023, I took my 2023 Escalade to Sarant Cadillac for AC issues. *** ***** received my vehicle, but when **************** saw me, he took control of the situation. Later, ***** informed me that they couldn't fix it due to contaminated gas. I had it repaired at ************ for free.I questioned **************** about the diagnosis charge, as my vehicle was under warranty. He referred to a past incident, stating he wanted to recover costs. I expressed dissatisfaction and suggested finding another dealership. In response, **************** refused to work on my vehicle, a retaliatory act. This amounts to discrimination and abuse of power, causing financial loss and stress.I request GM Motors to address and resolve this matter promptly. Seeking reimbursement for the diagnosis charge, acknowledgment of discriminatory treatment, and appropriate actions to prevent such incidents.

  

  Business response

  09/12/2023

  Good afternoon, 

  Sarant Cadillac has been a staple in the community for over 55 years.  These accusations are very serious, and we have a zero-tolerance policy for any behavior like this.  I have never and never will allow anyone to display discriminatory actions, words, or behavior towards any clients or other employees.  We pride ourselves on hiring good hearted employees, even over talent and experience, in most cases.  I have been with Sarant Cadillac for over 13 years, and this is the first time that I have heard anyone accuse any of my employees of discrimination.  Our Service Manager, ******************************* (the party being accused), has been with our establishment for over 26 years, and has never been accused of anything like this before.  He is a gentleman and truly cares about our clients.  If you look at his profile on ***********.com, ****** has over 900 positive reviews over the past 4 years.  I consider ****** to be a key component to our success, as not only the number one volume Cadillac Dealership in *************: but also, in customer satisfaction.  If there has been any friction between ********************** and ************, it may have been caused by a previous outstanding bill of over $1200.00, from 07/27/2020, which ************ refused to pay.  On the morning of 07/10/2023, ************ pulled in (without an appointment) with an issue with hot air blowing out of his air conditioning vents.  ************ was approached by one our Service Advisors and had a discussion about his A/C not working properly.  Being that ****** had recognized him from previous services, he intervened to assist ************, being that the Service Advisor (*********************) had only been employed here for about a week.  It was a hot day and even though ************ did not have an appointment; or the best relationship because of the outstanding balance, ********************** was compassionate, and agreed to help diagnose and repair **************** 2023 Escalade.  The truck was pulled into the shop immediately and hooked up to a machine to check the freon levels.  Unbeknownst to the Advisor, the Technician, and the Service Manager.  ************ had tried to have this issue repaired a day prior at a repair shop in **********.  The ** repair shop filled up his compressor with the wrong freon (not for a Cadillac), and that's why the condenser was not operating properly.  Unfortunately, the way our freon machine works, is that if you hook it up to a vehicle that is contaminated, it will in turn, contaminate our machine.  Which is why we always ask clients if they've had freon added to their vehicle from anywhere other than a Cadillac Dealership.  This situation was obviously not ideal, as it takes 4-5 days for a repair man to come to repair our machine.  As you can imagine, in a busy Cadillac ******************* not having an operating freon machine in July, is very frustrating.  I'm certain that both ************ and ********************** were both agitated.  ********************** - because our machine was going to be down for almost a week (especially when you're trying to help someone who refused to satisfy a bill three years ago), and ************ - because his vehicle was still blowing hot air on a warm summer day.  I can understand the frustration from both parties.  When ************ brought his vehicle to another dealership in the city, it was an easy fix because our machine had already emptied out the contamination from his vehicle.  Of course, they were going to look like the heroes.  Over the next few days, we received 6 bad reviews on the internet.  One was from ************, and the other five were from either aliases, or friends and family members from different accounts.  I had our Customer Experience Manager, *********************, reach out to ************ so that she could try and get to the bottom of the issues.  She insisted that ************ come in and speak to me, the Executive Manager, so that we could come to a resolution.  He refused to come in.  I even offered to refund his $349 diagnostic fee (which is what he was looking for when he filed this complaint), if he agreed to remove the false negative reviews.  Again, he refused.  ************ has since filed a lawsuit in small claims court and is now looking for not only reimbursement of his $349 diagnostic fee, but he is now looking for damages of $4549.99.  These accusations are completely false, and ************ is now trying to take advantage of the system and hold us hostage for nearly $4600.  We treat our clients with respect, and we carry ourselves with honor and integrity.  

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  I apologize for the delay in my response. 
  
  Thank you for addressing the outstanding balance of $1200 that has been lingering since 2020. I would like to remind you that I entrusted my old car to your service center for repairs, and at that time, my vehicle was still under warranty. You performed the necessary repairs and returned my vehicle, and I promptly paid a $400 bill.
  
  However, a couple of months later, I received an unexpected call from Sarant Cadillac, specifically from **************, stating that they had added some parts to my vehicle, and ************** was no longer willing to cover the cost. This took me by surprise, as I was not informed about any additional parts being added to my vehicle, nor was there any prior discussion with **************.
  
  In response to your insinuation that I am attempting to take advantage of the system, I want to emphasize that I believe in abiding by the law, and I trust that justice will prevail in due course. It has now been three months since this issue arose, and I have not received a refund as promised. I had requested that the refund be returned to my credit card, which seemed to be a straightforward resolution, but you declined this option.
  
  I want to bring to your attention that I am not alone in this matter. I have already informed you that there are 12 other drivers who are prepared to file complaints against Sarant Cadillac and are willing to be part of a potential lawsuit. I hope we can resolve this issue amicably and promptly to avoid any further legal action.
  
  I look forward to your response and a fair resolution to this matter.
  

  
  

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

  Customer response

  10/17/2023

  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 and the matter has been resolved.
  
  Please remove my review and complaint i have fully settled I believe there is misunderstanding 
  Thank you 
  

  
  

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

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my 2021 cadillac esv has been leaking from sunroof since I bought it oct 2021. i sent it in to sarant cadillac twice and the issue was dirt blocking the sunroof drain. the third time they found a kink in tubing and repaired it last oct 2022. it rained this week 4/1/2023 for 2 days straight- and significant leak occurred again- rain water sloshing to the front of car and pours into my car- liters of rainwater going down the dashboard. I sent it in to sarant svc and the issue is "environmental"- "parking under trees"? I am an OBGYN that drives a lot at night/to the hospital- long distances. I purchased my esv to be safe/dependable on worst of ******** to make sure I can get to work to care for my patients and home to my three kids safely everyday. I worry all the water damage will cause my car circuits to blow out, while I'm driving on the highway.

  

  Business response

  04/28/2023

  Good afternoon.  Our Customer Relations Manager, *********************, has been in contact with *****************. They have made arrangements to have her vehicle fully repaired and all issues taken care of.  Thank you.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2022 Cadillac Escalade had a engine check light on, the car wouldn't start so it was towed to the dealership on Saturday 10/08. On Monday, I had to called several times to find out the status of the car. After multiple calls I am told the engine has a problem and it needs repairs. I explained to the service department that I need a loaner while they fix my car. I work far from my home and its very expensive for me to get to work. Its now Thursday and service team has not reached out to me. I had to call them everyday to check on the status and the car is not near to be fixed. Its been 6 days since my car was brought to the dealership and no help at all from the service department. I have been asking for a loaner everyday and the dealership response its that they don't have any cars available. it is unacceptable that after so many days I cannot get a loaner. I am paying for alternate transportation to get to work and spending $100 per day. I need a supervisor to reach out to me to make things right.

  

  Business response

  11/05/2022

  I am happy to inform you that we have since resolved all of the clients issues and the vehicle has been fully repaired.  If you have any further concerns, please reach out to our Customer Relations Manager, **********************  Thank you!

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this establishment on August 31 and there were two things that were wrong with the vehicle one the windshield and the consul inside the car I was told to bring the car back the next following week so that they can order the parts they agreed that they would fix this issue and now here it is ***** and they are still giving me the runaround they currently have had my car for the past week or so one minute theyre saying theyre going to fix it and the next minute they saying theyre not going to fix it

  

  Business response

  05/04/2022

  Good afternoon. 

  We have since rectified all issues with **** ****** and have replaced her windshield at no cost to her.  We would like to apologize for the miscommunication, and for any inconvenience to **** ******.  We would like to restart on a clean slate with **** ******, and have a long-lasting relationship for many years to come. 

   

  Thank you.

   

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

  Executive Manager

  Sarant Cadillac

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

*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. ↩