Complaints

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my GMC terrain 2022 car in for oil change and transmission fluid change. Dealer told me there was a slight leak in transmission and would put dye in when they changed fluid. Car transmission is under factory warranty. After they completed service they said bring back in 2 weeks to check for leaks in transmission. I had to bring car back 6 days later. Transmission fluid was soaking the bottom of the car, tire, rim, and was a mess. They serviced car again and admitted to overfilling transmission on the first service. They drained transmission and refilled with new dye. They said they wiped up the fluids and I left dealership. I took to car to car wash to try to clean everything up so I could watch for leaks. Within 30 miles of driving car was completely covered in transmission fluid again. Inside tire was soaked under car was dripping fluid, and transmission fluid pooling on inside of front drivers side rim. I called and demanded a refund Due to issue reoccurring. They said they would issue refund, However they refused to correct issue that only occured after they performed maintenance even though car was under warranty. I took car to new dealer and they could not believe the mess on the car and the fact that the dealer just threw their hands up and said they were done. If damage was done by performance GM I want them to pay for damage as it would not be covered under warrenty.

  

  Business response

  05/29/2024

  Good morning,

  The general manager at Lancaster CGMC spoke with Mr. ****** a few days ago regarding the issue with his vehicle.  The vehicle was brought back to the dealership's service department for the necessary repairs.  As of this morning, the repairs are complete, and the vehicle will be returned to Mr. ****** today.  

  Customer response

  05/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: vehicle has been reported repaired a previous time before current repair. Once vehicle has been returned, and such repair verified, I will close complaint. However, if said repair has not resolved issue ,in full, this complaint will remain open until such repairs  have fully resolved issue. 
  
  Regards,
  
  **** ******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Description: The consumer purchased a vehicle from, Performance GMC Cadillac Columbus, and the dealership failed to disclose engine issues with the vehicle with the purchase. The consumer stated that the dealership is refusing to allow the consumer to return the vehicle for a different vehicle of equal value. The dealership is also refusing to fix any issues with the vehicle free of charge. Performance GMC Cadillac **** ******** ** *** ******** ** ***** ###-###-####

  

  Business response

  01/12/2024

  Good afternoon,

  **** ******, General Manager of Performance Cadillac GMC Lancaster, spoke with Ms. **** to discuss the facts with her.  Mr. and Mrs. **** purchased this pre-owned vehicle on March 11, 2023, after being inspected and reconditioned at the dealership by Ms. ****** husband, ****** ****, who was a technician and employee of the dealership at the time of purchase. After reviewing the records, ****** did not note any engine issues, nor did Performance turn down any recommended repair from ******. The customer signed an "As-Is Buyer's Guide and understood they were purchasing a vehicle without a warranty through Performance.  They also declined the purchase of an extended service contract for the vehicle.  Since the vehicle was sold "As-Is" and no extended service contract was purchased, the consumer assumed all liability on this pre-owned vehicle.         

  Customer response

  01/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21121760
  
  I am rejecting this response because: 

  We started having issues with the car a month after it was purchased. The manager at the time was willing to buy it back and send it to auction. After ******* took a look at the issue(s). However, it ended up being at Nourse Chillicothe for 6 plus months with unknown issues. In this time frame new management was also hired at GMC Cadillac. Once I got the car back from Nourse it continuously messed up again even after ******* Tech being involved. I again contacted GMC to give them a chance to make it right. All they wanted to do was make a sale and leave us in the negative. Since then, the vehicle has been in two additional dealerships with no resolution. Nobody is willing to help and wants to help us find a safe resolution. This vehicle shuts off going down the road continuously and goes from 60-30 in seconds. I cannot tell you how many times I have had to swerve/go off the road or other vehicles have to try and miss me.  I would like everything documented in case there is ever a fatality my loved ones can go back on the dealership who would not help when a customer continuously reached out. This is something. That obviously cannot be fixed. We are just trying to break even to get a safe vehicle for our family before someone ends up seriously hurt. 

  ******* consciously tells me this all falls back on the dealership of purchase. 

  
  
  Regards,
  
  ******** ****

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2022 CT4V Cadillac Blackwing from Performance October of 2022. I put $30,000 down on the car and a $4,000-$5,000 trade in value from another car leaving me with a $910 a month payment. When taking the car in this spring for an oil change they put in the wrong oil filter causing me to have low oil pressure. They changed it out and said I was still goo even though I kept getting low oil pressure light come on. They took it in again and it seemed fine for a while. Then the week of June 5th it started to make a noise from the engine bay. I immediately took it in for service and they told me that it wasn’t a big issue and to drop it off the following week. The following Thursday the engine completely blew on me. Since then nothing has been done other than 2 completely unacceptable offers that hardly cover my cost at all. They gave me a loaner car that isn’t even worth half of what my car is and had been in a wreck without fixing the damage before giving it to me. I have now paid $4,550 with not having my car. No one seems to care at all that this is an issue. In total I put $30,000 down $5,000 trade in value and then $10,920 in payments. This car has less than 8,500 miles on it.

  

  Business response

  11/10/2023

  Good afternoon,

  The consumer (***** *******) has since filed a lemon law claim with General Motors directly.  Going forward, all communications will strictly be between the attorneys for General Motors and Mr. ******** attorney.  The dealership respectfully asks that the complaint filed with the Better Business Bureau be closed out as the dealership is no longer involved.     

   

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  40 Days ago I bought a brand new 2023 Cadillac CT5. My Temp Tags are getting ready to expire on July 10th. I cannot get tags in WV until I have my Title. I have called 3 times to Lancaster CGMC, LLC dba: Performance Cadillac to ask if my Title has been sent to me yet. I paid by check in full for the car & the check has cleared the bank. But I do not have a Title yet.

  

  Business response

  07/08/2023

  Good morning,

  The title was delivered to the customer yesterday (7/7/23) via FedEx.  The tracking number is 7*********49.

  Customer response

  07/19/2023

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

  (304) 595-3228

  ***********, ****** 20281428

  Lancaster CGMC, LLC

  Jul 19, 2023 12:36 PM

  
  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a 2020 Infiniti QX80 from Performance Cadillac GMC on August 29th. The vehicle came with one key and there was an agreement for the dealership to get us an additional key. After numerous unanswered phone calls and text messages from our salesman (***** *****), I posted a message on Facebook about their horrible customer service. Still no response. On October 13th, I emailed the sales manager (**** *****) and he responded a couple of days later. He wanted to get the key made and refund us for a paint protection package that was signed for under false pretenses. Since then, he hasn’t responded to emails or phones calls. We just want what was promised to us and for the dealership to stand behind their word. Absolutely the worst customer service we have ever dealt with

  

  Business response

  10/31/2022

  Good afternoon,

  In response to complaint #********, **** ***** at Lancaster CGMC has personally spoken with Mr. ******* today and scheduled an appointment for the additional key.  Mr. ******* did confirm to **** that he has already received and cashed his refund check for the reimbursement of the warranty.  

• Initial Complaint

  07/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My 78-year-old mother paid this dealership $26,000 to pay off her car also bought $1,000 extended warranty we have been waiting 2 months for them to get the paperwork correct they keep forgetting things that needed to be signed they have not notified GM that the car is paid off so general motors is wanting to charge her more for her lease they keep sending her around in circles telling her it's on the way and it never shows up she's been the DMV four times trying to get a title they keep telling her the paperwork has not been filed this is absolutely insane they took her money $26,000 cashed her check and cannot produce the paperwork or a title for the car this needs to be fixed now I'm not waiting anymore my next step is to drive through the dealership I'm at my end of waiting I'm at my end of stupid people that don't know how to do their jobs they are taking advantage of an old lady for some reason I don't know why

  

  Business response

  07/22/2022

  Good afternoon,

  **** ***, GM at Performance Cadillac GMC Columbus, addressed Mr. ******'s complaint with him this morning.  Attached is the email communication.  Additionally, the dealership does not appreciate Mr. ******'s statement in the complaint that his "next step is to drive through the dealership". 

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/22/21 I purchased a 2014 GMC Terrain from Performance Cadillac GMC located at 3733 Claypool St NW, Carroll, OH 43112. On this date I paid a down payment of $2,750 and financed the remaining amount. During the finalization of financing the vehicle I was asked if I would like to have the taxes added into the financed amount or if I would like to pay then when I go to the DMV to register the vehicle. I asked that they be added into the financed amount and specifically remember discussing this with Mr. ******* ******* as he prepared my paperwork. By adding the taxes to the financed amount, it was going to allow me to open a checking account for auto-pay bills with the left-over settlement payment I’d received. Unfortunately, it does not seem that these taxes were included in the financed amount per the paperwork that I was given on the date of sale. I was told to make sure I didn’t lose the paperwork as I would need to show it to the DMV upon registering the vehicle.                 I have reached out via phone to acquire resolution and left messages with the finance department on at least 4 occasions without a call back. I spoke with ******** ****** on 2/24 who provided the email address [email protected] which returned my email as undeliverable. She then provided *****@performancegmccadillac.com and *******@performancegmccadillac.com and I emailed those on 2/24 once again explaining my situation and requesting resolution. I did not receive a response to this email. I emailed again 3/1 and received a response from Mr. ******* the same day stating “No excuses to be made, I believe it simply got overlooked.” He also stated that he was not at work but would contact me the next day, 3/2 to discuss. I never received a reply to my email or a phone call. At this point I have grown weary of chasing down a resolution to this issue, hence my complaint here. I cannot register the vehicle, have an inspection completed, or have repairs completed.

  

  Business response

  03/10/2022

  Good afternoon,

  In response to the Complaint filed by Ms. ******* it appears there has been some miscommunication.  West Virginia is a non-reciprocity state so the taxes were not built into the financing.  Ms. ****** clearly signed all of the paperwork (Out of State Resident Affidavit, Dealer Assignment and Buyer's Order) that all show that no taxes were collected by the dealership.  I have attached those for your convenience.  Ms. ****** will need to pay the taxes on the vehicle directly to West Virginia in order to get the vehicle titled.         

*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. ↩