ComplaintsforCrest Cadillac & Acura Inc

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Clunking or some kind of knocking noise underneath my 2017 cadillac xt5. I believe it may be a transmission issue they don't want to fix. Salesman know about it. The service manager road with me, and noticed it heard it his self. Now he is backing off what he heard. My vehicle been in and out of service 4 times. I was told it would be taken care of. Nothing was fixed. The last appointment I had, I was told someone else would ride with me. When I showed up everybody disappeared.

  Business response

  06/27/2024

  During your last visit, we thoroughly inspected your Cadillac XT5, including multiple road tests, and examined it from below (while on a lift). Still, we did not detect anything out of the ordinary. We acknowledge your concern and want to assure you that we are not dismissing the possibility of an issue with your car; we simply can’t identify a problem to address. As previously mentioned, please let me know if the issue persists, especially under specific driving conditions, as this information is crucial for our diagnostics. Contact me directly at ###-###-#### to discuss this further or to schedule another check-up. 
  

  Aric G******
  Service Manager
    
  ###-###-#### Office
  CrestCadillac.com
   
  Crest Cadillac
  717 W Genesee St
  Syracuse, NY 13204
  

  Customer response

  07/01/2024

  On June 10th 2024, I took my vehicle to ***** discount tire. The technician found, CV shaft on driver side feels like more play at joint then should be going into housing has been changed at some point. Still has grease on control arm. And other parts also found passenger rear tailing arm/control arm lateral link. Customer has pictures of bad bushing in arm. Today July 1st 2024, A transmission technician got under my vehicle to listen to it. And said the same thing ***** told me. I just want this resolved so I can move on. I called crest cadillac this morning. I have a appointment for July 24th 2024. At 8 o'clock am.
  
  
  
  
  

  Business response

  07/09/2024

  We have reviewed ***** ******** *****s observations; however, it seems that they also weren’t able to identify a definitive cause for *******’s complaint. We can confirm that ******* has an upcoming appointment with us on July 24, 2024, at 8:00 AM. Our technicians will conduct another evaluation to accurately diagnose and resolve the issue. We appreciate the opportunity to address and resolve *******’s concern.
  
  Aric G******
  Service Manager
  
  
  
  Crest Cadillac
  717 W Genesee St
  Syracuse, NY 13204

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Crest Cadillac/Acura in Syracuse NY back in August 2023. At the same time I purchased an extended warranty I went back at the beginning of March of this year and cancelled it. I was told it would take about 4-5 weeks for me to receive my money back. I called the warranty company back on March 18 and I was told by them that my check was sent back to Crest Cadillac on March 13 I emailed the finance manager Ryan D*** and letting him know. Ryan emailed me back to let me know that yes they received the check and they will be sending it to my bank tomorrow. Well here we are no check yet from Crest Cadillac. After 6-7 emails back and forth, asking Ryan we’re my money is he still keeps telling me that Crest Cadillac is gonna send it out tomorrow. It is very unprofessional and frustrating that a company would lie and steel a customers money. It shouldn’t take this long for Crest Cadillac to sent out out a check that you’ve been telling it’s being sent out tomorrow. All I want is Crest Cadillac to stop stealing my money and give me my check. The check should be right under $2000 I also emailed Ryan as of today April 9 and let him know that my bank and I have not received any check and that I was going to put a complaint with the Better Business Bureau on how they are hold my money

  Business response

  04/15/2024

  A check from Crest Cadillac in the amount of $1,976.04, payable to ******* ******* ****** *****, the customer's lender/lienholder and rightful recipient, was mailed cut and signed 4/3/24, mailed at least 10 days ago and should have been received by now. (This amount will reduce the amount financed on behalf of this customer). These contract cancellations can take a little time to fully process from the time of initial request and the customer is being unfair to state Crest was "lying" or "stealing". The comments are, we are sure, made out of frustration, but nevertheless truly unfortunate. This matter has been handled timely and properly.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ****** **** on July 3, 2023 from Crest Cadillac, I was driving back to Virginia, I did notice it was making a noise. I noticed the brakes were making a bunch noise too, I found out the rotors needed to be replaced. So I purchased the front brakes and rotors on July 16, 2023, I noticed the exhaust was rusted as well so I ordered an exhaust on July 29, 2023. The engine light came on. I changed the oil and filter & thought maybe I needed to reset the mileage for the oil change. On August 3rd, I went to the ****** dealer to see if I get them to reset the oil mileage & I was informed that wasn't why the engine light was on, the heat shield under the exhaust was making noise. ****** couldn't get it in that day so they recommend I take the car to ********** *******. I took it to ******** **** they ran a code it was P0705. Later that day I took it ********** ******* they got transmission codes & informed me the car had a exhaust leak & the catalytic converter was bad. I texted John at Crest & told him what was going on. I made an appt at **** ************ for August 9, 2023. John told me to email him all the receipts.The engine light did cut off by itself before it was seen at the transmission shop but i still took it to the transmission shop, they ran the codes & it showed transmission codes were coming up. I was informed when the engine light comes back on bring it back so they know what is going on for sure. I have given John everything they have asked me for, they have done nothing but blown me off. I found out the car did have a warranty and wasn't informed about. I called the warranty company, I have now to many miles on the car so the warranty is voided. All I have been told is they are working on helping me, until Sept 8, 2023 when the manager at Crest told me they wouldn't be helping me with any repairs on the car. I asked why they led me on for a month & had me email the receipts & he didn't know that i was told that & again call me back.

  Customer response

  09/11/2023

  I wanted a refund on what I have had to pay to fix the vehicle so far, and f they would just fix the issues I am having with it now as well. They told me they were working on helping me pay for the repairs and asked for receipts and estimates, which I did. I still don't know what is going on with the transmission and the sound it's making I even sent videos of the sound it was making. Now they aren't willing to reimburse me what I have spent on the car or don't want to help me get the other issues fixed. I have been talking with them since August 3 2023, and they kept on saying they would help me and try to get me reimburse and kept blowing me off making excuses after excuses. I just want the money I spent on the car so far fixing issues that it had and for them to help pay to fix the noise and the transmission issues it's having as well. They need to do what they said they would and reimburse me and help fix the car with the noise it's making and transmission issues.

  Business response

  09/19/2023

  This vehicle passed New York State Safety & Emissions inspection prior to the July 3 delivery, including an inspection of the brakes and exhaust system. (Brakes are a maintenance item and consumers should understand they are buying the previous owners wear and tear when they buy a used car). Brakes are not a covered item. We are not sure how a ******* **** is qualified to diagnose transmission issues and we do not see a formal transmission diagnosis, just codes. The vehicle was covered at the time of delivery by a 3 month/3000 mile powertrain warranty, including the transmission, and if there are covered items, a claim should be made via that policy. Salesperson John is not empowered to offer assistance, and no promises should have be made, however it would appear that he implied a reimbursement for some of the expenses incurred, so the dealership will agree to pay for the parts purchased by the consumer as goodwill.

  Customer response

  09/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    Regards,  ****** *****

  Customer response

  09/19/2023

  This statement: We are not sure how a ******* **** is qualified to diagnose transmission  issues and we do not see a formal transmission diagnosis, just codes. The vehicle was covered at the time of delivery by a 3 month/3000 mile powertrain warranty, including the transmission, and if there are covered items, a claim should be made via that policy. For one, the ******* **** didn't diagnose transmission issues on the car, the engine light was on so they ran the codes to see if it just the exhaust leak the vehicle had or the bad catalytic converter. The codes came back as transmission codes, later that week I took the car to the transmission shop, by then the engine light was off so the shop ran the codes that were in the history and some were transmission codes. The transmission shop drove the car and didn't notice anything but he did tell me to keep driving the car and see if the engine light comes back on if it does bring it back to the transmission shop. I did tell John at Crest this information and all the other staff that I have talked to regarding this matter. Second: The warranty they said the car had when I purchased it, I was never informed of the warranty that car had, nothing was in writing or told to me when I texted John the car was having issues, I wasn't informed that car had a warranty on it until August 22, 2023 , I was given the name of the warranty company and number and was told to call. I did and due to the mileage on the vehicle the warranty had expired. I couldn't have filed a claim with the warranty company when the car first started giving me issues because I didn't know I had a warranty on the vehicle. I was just told on August 15, 2023 by ***** ****** Service Manager that the warranty didn't apply to me because it was only good in New York and since I live in Virginia it didn't apply to me. So if that is the case then the warranty wasn't ever going to be an option for me. John did apply they would reimburse me for all the cost I have spent on the car  already but he did say his manager told him that information. I would like to be reimburse for what I have already spent on the car so I will accept that but I also would like to have ****** to look at the car and run a diagnostic on it because it is still making a noise. Crest is aware of that noise because I have sent videos to ***** ******, and he has listened to them and admitted he does hear something but doesn't know what it is.

  Customer response

  09/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ****** *****

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May 29th, we purchased a used 2012 ******* *** from Crest Cadillac in Syracuse NY. We paid $11,032.00 for this car. The car started making a bumping noise right after we purchased it. We called the saleperson, Greg Z***** and told him about it. He said the car was under warranty, so bring it in and they would take care of it. My husband returned the car the same day (June 15) and the manager refused to make the repairs. The repairs are going to be expensive so they don't want to make them. We want them to honor the warranty and make the repairs.. New York requires used cars to have a warranty.

  Business response

  06/16/2023

  The car was purchased on 4/29, not 5/29, and being over 100,000 miles, carries no warranty from Crest. However, we did offer a service contract on 4/29 for breakdown protection, but this was declined by the customer. As a courtesy, we did make room today in our schedule and repairs are being made.

  Customer response

  06/18/2023

  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. 
  
  Regards,
  
  ******* *** ****** ******
  
  
  
  
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2013 ****** ******* with a full bumper to bumper warranty from Crest Cadillac and Acura for $20,000 on November 05, 2022. In the beginning of December I had an #5 ignition coil fail and the battery had to be replaced, I also asked that my rear view camera be looked at, as it hadn’t worked since the day I drove it off the lot. I took it to crest Cadillac and they replaced even though my warranty didn’t cover it beca “i just bought the car” , they never addressed my camera issue and told me I’d have to replace the rest of my ignition coils out of pocket or the lights on my dash would just continue to go off. March 28th 2023 I brought my ******* back to Crest for work, grinding noise in the wheels, I needed new brakes and rotor on the back (I already replaced the front brakes and rotors, after owning the car for less than 4 months), the dash lights were coming in when water hit the under carriage and my rear camera still didn’t work. Crest has my car all day and their technicians can’t diagnose my car’s problems but they manage to put the breaks pads and rotors I supplied on for the price of $250. Tell me to come get my car they don’t know what’s wrong and to take it to ******. I took my car to ramp I ****** on March 31 and today is April 10, end of day. Crest Cadillac has yet to “release my car from the warranty place so ****** can do the work on it, I need front wheels baring a, rear tie rod, an alignment, my camera is completely broken and not covered under the warranty, the check engine issue is ignition coil #6 (had feet done a tube up on the $20,000 car they sold me I would have to pay out of pocket for that). My car has been at ****** for almost a month, I can’t get Robert G******* (service and warranty guy at crest) to respond to mine or ******’s phone calls. I walked in a spoke to Robert on 4/4/2023 to find out what was goi On and he assured me my vehicle was released for warranty for and it still isn’t. I am getting no resolution.

  Business response

  04/13/2023

  Here is our reply,  The service contract purchased is not “bumper-to-bumper” but is comprehensive of many covered items for a 10-year-old vehicle. When we received the car back to our shop for the 1st time on 12/27/22 (7 weeks after the Nov. 5th delivery), Crest paid in full to replace the battery and the #5 coil. The rear camera issue was not documented on this date in December. We were not informed of the camera until late March of this year, approximately 4 ½ months after delivery and 3,900 miles later. This is unfortunately not a covered item by either the ********* service contract nor the NY State 60-day warranty. It is an easy replacement if the replacement part is purchased or provided (plug and play). Customer-pay cost on this can be provided if the customer is interested. We were asked to install customer-provided brakes, which we did for a fair labor price. (Brakes are a maintenance item and should be expected as normal wear and tear maintenance on a Used car). The service contract language requires the vehicle to come to Crest Cadillac for covered repairs within a nearby radius. When notified of the vehicle service claim at ****** ****** on April 7 and the need for release of this clause, the Administrator released it to their care same day. The dealership would agree to fix any and all contract-covered repairs with the payment of the $100 deductible - and also will replace the #6 coil at dealership expense as goodwill.  Thank you,  Jim B*** VP/Executive Manager  ************ Office***************** Crest Dealerships *** * ******* ** ********* ** ***** 

  Customer response

  04/18/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   Currently my vehicle is having the work done at crest. It’s been almost 4 weeks since I’ve had my car and now the same place that said they couldn’t diagnose the problem with my car is now doing the work out of “good faith”.  I have little to no faith that should I ever have to use the comprehensive coverage I purchased the work will be done in a timely manner.  To address the topic of my car being released “the same day” ****** filed a claim, that may be true but I called Crest Cadillac for 2 weeks prior to that with no return phone call, trying to get my car released for work  I have my phone record and I left messages. I then had to physically show up and ask to have my vehicle released . As I write this I’m still waiting for my vehicle for returned, today is 4/18/2023.  Regards,  ***** *******

  Business response

  04/25/2023

  The car was fixed last week and returned to the consumer on 4/20. The customer was responsible for the deductible. We sincerely regret the long delay she incurred and hope all is running well with the vehicle at this time.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2022 I paid for a 2016 Cadillac Escalade esv at crest Cadillac my finance company paid the car and dealer realist the car on July 20 I start driving car 2 weeks after car start giving me problem I call the I tell them I am in Boston can I take to Cadillac dealer in Boston the can paid to fix it the general manager said no you have to drive the car to us in New York the transmission is not good I want justice because after paying $42000 plus tax fees and now the dealer want me to drive the car for 5 hours for them to fix it that’s terrible if the don’t fix the car I am going to all tv news to expose them to tell people how those dealer cars he’s treating people when you don’t bye a new car please I want help thank you.

  Business response

  08/19/2022

  This complaint was filed on 8/3 and we did receive the vehicle in to our Service Dept. two days later on 8/5/22. Consumer stated that he had trouble going up hills and to check the transmission. Our Service Manager road tested the car with the consumer and determined that the vehicle was operating as designed at the time. No shifting problem found. We did discover that the vehicle had been damaged after delivery from Crest, causing collision warning lights to appear on the dash due to a module being crushed behind the bumper.NY State mandates a 60 day or 3,000 mile warranty of major components such as engine, transmission, drive axle, starter/alternator and major brake components. [This warranty is about to expire]. We are unaware of any covered issues with this vehicle of these components/systems.When offering additional coverage via service contract (“extended warranty”) at the time of sale, this consumer declined such coverage.

*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. ↩