ComplaintsforCrestmont Cadillac Corporation

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for service on October 31, 2023 for an engine issue. I the ******** ******** ********** for my extended warranty. From the time I dropped my vehicle off, the communication was terrible. ********* arranged for me to have a rental car while my car was at the dealership. Several weeks later, after my constant phone calls, on November 20, 2023 I was told I could pick my car up. At this point I was informed they never called in the warranty. An additional engine issue, weeks later, called for someone to come to the dealership, from the warranty company, to look at my car. The warranty company approved the second repair but not the first because Crestmont discarded the damaged parts. The repair order has been left open which means the service completed does not show in my vehicle history (engine repair + oil change). I have been provided with numerous excuses about why it isn't closed, they're looking into, etc. To make matters worse, Crestmont did not pay ********** for the rental they set me up with and told Enterprise I was responsible. Enterprise charged me $888.13 which I had to dispute with my credit card company. I consider this to be fraudulent and the terrible customer service since no one called me from Crestmont or Enterprise. I tried to get the assistance from Cadillac Customer Service, but ********* will not follow up with them with regards to the open repair order. I have no intention on returning to the dealership due to their piss poor customer service. I left a message for the customer experience manager and owner and neither responded. I want the repairs to be officially documented on my vehicle. It's the dealership's fault they have to cover the cost of the repair, not mine. I'm entitled to have an accurate history of work done on my vehicle. It doesn't take five months for them to figure out how to close out a repair.

  

  Business response

  04/04/2024

  Attached is the requested repair order for *** *****. The issue of the rental charge is that the service contact that *** ***** has will authorize only 3 days of rental based on the repairs required for the vehicle. The vehicle required one repair to solve error code P219A which was solved following repair technical service bulletin #*********.
  
  *** ***** concern of the seats and mirrors moving on their own was never duplicated nor was it ever substantiated. The length of rental bill exceeded the a lot time as *** ***** refused to accept the answer that her complaint could not be duplicated and that we would have to solve the customer's perceived concerns. The service team at Cadillac was not able to get the issue to occur after multiple additional attempts were made after *** ***** initial refusal to that answer, and ** warranty guidelines state that no repair is to be attempted without a causal part. *** ***** again did not accept this answer, leading to excessive rental charges which the warranty company will not pay, nor will Crestmont Cadillac.

  Customer response

  04/09/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

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

  
  

  I hope all is well. I attempted to respond to Crestmont Cadillac's response via the system but was unable to so I am submitting my response as follows:

  
  

  I am not sure who provided the response, from Crestmont, for my BBB complaint but either they are misinformed or a flat out LIAR. I therefore reject their response. My vehicle was at the dealership in July 2023 for FIVE weeks due to electrical issues that affected my windows, door locks and driver seat. During this time, the lack of communication was horrible except I was in their loaner vehicle and not a Crestmont-arranged rental vehicle. Logan (Service Tech) stood with me by my car and witnessed the issue which Crestmont documented so for them to say it was never substantiated is a big fat LIE! Crestmont assisted me in getting Cadillac/** to cover some of the cost of replacing the wiring harness in my drivers' side door because my warranty did not cover it due to corrosion. I paid $1100 out of pocket for this repair so when the problem with my seats started to reoccur, I absolutely was not going to take "no" for an answer. It is a SAFETY HAZARD to be driving where my seat would move back away from the pedals. However, I brought my car in for two reasons on October 31st. It was the engine light and the driver seat. I received a call from **** ***** towards the end of my work day that they would need to set me up with Enterprise since they did not have loaner vehicles. Enterprise explained that Crestmont had authorized a vehicle, at $40/day for 10 days. The vehicle I selected was more than $40 so I accepted the additional out of pocket expense (see attached rental agreement for a breakdown of charges). The car was delivered to me at my job. A few things to note:

  • 10 days passed and my car was still not finished. I had to go to Enterprise and inquire about the next steps. I believe Dan was the employee I was working with who called Crestmont to have the rental car extended. This was November 9th, I believe, as you can see on the attached documentation I received from Crestmont. When I saw my car was taking too long, I switched out to a vehicle that was $40 per day.
  • No one from Crestmont ever reached out to me about my car to explain what was going on. On November 14th, I spoke with **** ***** who told me my car should be ready "today or tomorrow". Today and tomorrow passed and I did not hear a word from Crestmont. See attached phone records.
  • Saturday, November 18th I called Crestmont that morning and was told by the woman I spoke to that she would have **** ***** call me. By this time, I was heated so I made it clear that I was expecting a return call. No one called me. I called again Saturday afternoon and left a message...still no return call from Dave. See attached phone records.
  • Monday, November 20th I called Crestmont and by this time I was demanding to speak to the owner. **** **** called me back and I explained to him how upset I was about the piss poor customer service and my overall experience with his dealership and that there was no reason I should have had to call numerous times to try to understand what the issue with my car was. See attached phone records for all of the Crestmont calls at their phone # 216-831-5300. All, except one are my calls to Crestmont and one is the 18-minute call from Alex.
  • Monday, November 20th ***** texted me to say my car was ready. From these text messages, you can see that I had no idea of what my car issue was BEFORE this exchange as no one communicated with me. It was at this point that I asked ***** about my seat. You can see our text exchange which makes it clear that no one talked to me about it for me to "refuse to accept" anything. Crestmont would like for the BBB to believe I let my car sit at the dealership from October 31 to November 20 over an issue they told me they could not find which is nonsense. My car was at Crestmont for two issues, as I previously stated. Furthermore, if the rental was supposedly only authorized for three days, why didn't Crestmont pay for those days? They are liars. 
  • Monday, November 20th is when I learned that Crestmont had completed the engine repair on my car and had not called in for repair authorization for my warranty which, by the way, would have covered car rental up to $40 per day. When I picked up my car from Crestmont, ***** told me he would take care of everything and that I would not owe anything for the repair and to ignore the $300+ balance since he was trying to work things out with my warranty company. However, from subsequent texts between myself and ****** (Crestmont) you will see that Crestmont did not keep the damaged part so my warranty company denied the claim which also meant rental coverage could not be covered. I called and spoke to my warranty company myself. 
  • End of November, my engine light came on again. On November 30th, my husband took my car back to Crestmont since I was out of town. He is the one who informed me that ***** was no longer at that dealership and that ****** was handling the matter. This time, my vehicle needed fuel injectors. I was told it would need one, but it actually needed three. The second set of texts on December 6th are from Sierra. In the messages, you can see where we are discussing the fuel injectors as well as the previous engine repair that led me to having the rental vehicle. 
  • All communications between myself and ***** and myself and ****** was that I would not owe any money for the work needed for my car. Not one person from Crestmont or Enterprise called me about the bill. If I allegedly kept a car longer than it was authorized, why didn't Enterprise report the car as stolen? I was the person in contact with Enterprise because Crestmont certainly did not keep in contact with them. 
  • Back to my seat issue, on Saturday, December 23rd I was out driving my car and the seat started malfunctioning again. Since Crestmont was open, I drove there to have the codes checked for my vehicle.  The report showed there was, in fact, an issue and Mark the service technician came up to talk to me and advised ****** which part to order. I made an appointment for January 4th and the repair was covered under my warranty. I made sure to remind them to call it in.  See attached service documents for the repair Crestmont said was never substantiated.

  After ***** left Sam replaced him as the Service Manager. After I discovered the $888.13 charge on my credit card, I called Enterprise and Sam to discuss the matter. I went to the Enterprise location and to Crestmont. I said it and meant it that I was going to have the charges disputed with my bank. Sam called me the following morning and left a message stating they could reimburse me if I had not already disputed the claim. I have attached the voicemail for you to hear it for yourself. I did not respond to his call because I was angry, done with dealing with anyone at Crestmont and had already disputed it. I wanted all of my money back, plus the interest paid and Enterprise was not going to do so because they said Crestmont had not paid them. Crestmont had no right to tell Enterprise to charge me for the rental and Enterprise had no right to charge me for the amount that Crestmont should have paid. Their HORRIBLE customer service caused them to have a high rental expense. 

  
  

  Lastly, the paperwork Crestmont sent appears to be altered as if they are trying to make the rental car charges related to a non-covered/unfound issue. This is very unethical of them when they know the real reason I had the rental vehicle which was for my engine issue.

  
  

  Thank You

  
  
  

  

  Business response

  04/16/2024

  Since we are not able to duplicate *** *****'s concern, we are not able to fix something that isn't malfunctioning.  *** ***** chose to stay in the rental vehicle longer than her coverage allowed and as a result, she is responsible for the additional rental car charges.  Her service contract only covers 3 days of rental and she greatly exceed the 3 day limit.  Our service team attempted on multiple instances to duplicate her concerns and we were not able to find a component that failed normal operation.

  Customer response

  04/17/2024

  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.
  
  I have provided multiple documents, text messages and a voice message recording to substantiate my position, yet the business still refuses to acknowledge their wrongdoing. It is clear that the owner or owner's representative did not read or listen to what I provided. Simply restating the same lie confirms my decision to NEVER patronize or refer this business to anyone.
  
  Regards,
  
  ***** *****
  
  
  
  
   

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car repair was initiated on June 20 after being involved in a motor vehicle. Projected time of repair was never discussed, despite calling and asking for updated. Call received on august stating car was being painted and would be ready in a couple of days. Next day another call received stating the strut had been damaged and would need to be replaced. Upon arrival at the repair shop for further investigation as this should have been noticed and addressed prior to painting as substantial damage was incurred on the driver side front end/tire. The technician at the time stated they thought it would be fine and under estimated the damaged when the put the car together and noticed the wheel still bent. They informed us the part was on order and would be ready next week. Several calls later, technician stated they were having a hard time finding the part. 2 days later called received part was replaced and car was ready for pick up. Upon arrival I again discussed my concern with not thoroughly assessing the damages to ensure all damaged was repaired. Technician stated sometimes it gets challenging but this is how the insurance companies operate. He stated the work was guaranteed and they would be responsible if anything happened. I then took my car to another shop to assess the condition of my breaks and it was at then the shop expressed the strut replacement part that was put on was old and rusted and the ball joints were lose. They recommended I immediately followup with crestmont. Upon calling crestmont John acknowledge the part had been replaced with a used one because the part they had ordered was on back order. This was never discussed or explained prior to picking up the vehicle, nor was listed on the paperwork received. When my insurance adjuster called John stated he told us this. Which was certainly not true. Very concerned with unscrupulous and dangerous business practice, How many other have received old rusted parts. They can not be trusted.

  

  Business response

  09/08/2023

  *** ********* brought his vehicle to us and his insurance company ***** **** is covering the cost of the repair.  *** *********'s vehicle was not in condition to be driven.  We ordered the parts and are waiting for them to be delivered.  We offered to replace his damaged parts with used parts and *** ********* accepted our offer to do so while we wait for his new parts to arrive.  The parts that we need are on national back order.  *** ********* was aware that we replaced his damage parts with used parts while we wait for the new parts to arrive.  We are confused as to this complaint since we explained everything to *** *********.  We are happy to replace the used parts with new parts as soon as they are available.  Thank you!

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/27/21 Crescent replaced the radiator on my car. The car IS NOT driven in the winter but I start every week in the driveway and the there was still a antifreeze smell and mist coming from the engine bay. Spring comes I drive the car and it starts leaking antifreeze. I take it back to Crestmount and they tell me that they used an aftermarket radiator and not a GM certified radiator because they could not get one in back in Oct 21. They never told me they used an aftermarket part on my car. They then told their aftermarket warranty only last 6 months and I told then I never authorized Crescent to use a non GM part and it's not started on my invoice a aftermarket part was used. I was then told that they could order a genuine GM radiator and they could install it and I agreed to that and we would work out the warranty details later. My vehicle sat at the dealership for a little over a month and a 1/2 and finally I just went up there and picked it up without it being repaired. I am looking to get back some type of monetary compensation because the warranty was not fulfilled and Crescents warranty is a year on parts and labor

  

  Business response

  08/03/2022

  We are trying to resolve this complaint directly with the customer.  While we have not yet reached a resolution, we are working on it and will. 

  

  Business response

  09/01/2022

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  I spoke to Alex from the business. They are willing to refund the consumer half the cost of the original radiator that the consumer purchased from  their company. The consumer will be issued a check if they accept the offer. 

  Customer response

  09/01/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *******
  
  I'm willing to settle for $900.00. The cost 
  cost of the labor and half the price of the radiator. 
  
  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 13th I was involved in a single car collision where I hit a sign, I had never been in an accident and gieco steered my to take my car to crestmont caddilac where it sat for 3 months. (Causing me to have to pay out of pocket the last month for the rental at 35$ a day.) My insurance only covered so many days and after I finally received my car, there was still damages left on the vehicle that they didn't repair and now when I call they say they will call me back or they just hang up on me. When I picked my car up I asked if they would compensate me in some way and I was told that it was too late for them to consider that. I just want my car to finish being repaired, scratches buffed out and some type of financial compensation for the rental I was forced to pay for.

  

  Business response

  07/08/2022

  We ordered the parts to repair Mr. ********' vehicle the day that the vehicle was dropped off.  Unfortunately, due to the global supply chain issues it took significantly longer than normal for the parts to arrive.  As soon as the parts arrived we repaired the vehicle.  The last part for the rear bumper just arrived and we will be contacting Mr. ********' to get the vehicle scheduled to complete the repairs.  As far as the rental bill charges, Mr. ********' insurance company dictates how many days of rental reimbursement are available and not Crestmont.  Our best suggestion would be for Mr. ********' to contact his insurance company and request additional coverage.  Thank you!

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car a Kia Forte was vandalized 2 weeks ago. I utilized my insurance at ***** and my car was sent to Crestmount’s Body Shop. From the beginning the customer service lacking. I had to call and ask for updates and I was always given excuse of parts not available. The man I spoke to was very cold and rude. I never quite got his name. On 4/1 I went to pick up my vehicle The car was poorly painted (even stated by this same employee/man I had been speaking with over the phone. They never washed my vehicle just slapped some paint on. The car had scratches on it that were not there before. The employee decided to focus on work that needed to be done not related to the current work that was supposed to be completed. He didn’t care. He said I could pay them $499 for a detail. He talked down to me, I believe because I am woman and also a black female. There was glass still in my back seat and the light fixture covering inside my car is missing. I have pictures and videos of this. I would never ever come back to this place for any work. I am a working mom and I do not money to just throw away. I paid $1,000 deductible and I expected to be treated with respect and also to have the job done correctly. I would like some type of refund from them. They ought to be ashamed

  

  Business response

  04/04/2022

  To whom it may concern:  Ms. ********* vehicle was brought to us and her insurance company ***** agreed to cover the damage related to bullet holes.  Upon arrival, the vehicle had extensive amounts of other damage which ***** deemed as unrelated prior damage.  We have a video which we attempted to upload but the file is too large for the BBB portal.   Our video was taken upon arrival of Ms. ********* vehicle and we immediately sent it to *****.  ***** gave approval to fix the damage related to the bullet holes but nothing else.  Unfortunately for Ms. *******, the unrelated prior damage is not covered by her insurance company.  We are happy to share the video with either the BBB or Ms. ******* if an alternative means of delivering a large file are available.  Thank you!

  Customer response

  04/08/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *******
  
  RespectfullyI don’t feel comfortable dealing with Crestmount and I would and will pay another company. Your employer (per video) suggested I pay four hundred something to you. My light fixture is still missing and we found more glass. My child and I. I’d like a resolution in the form of me going somewhere else. I can’t do any business here again. I appreciate that someone actually is treating me like a paying customer and human being.

  
  
   

  

  Business response

  04/08/2022

  Our offer to wash and vacuum Ms. ********* car remains on the table.  We do not think that paying for the same work to be done at a different shop is reasonable when we can facilitate her request.  Our offer is open ended and will remain on the table.  Thank you!

*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. ↩