ComplaintsforGermain Cadillac of Easton

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 4, I dropped my car off to Cadillac of Easton to get the driver assist system fixed . They insisted to reprogram the entire car in order to take of problem. I paid about $450 to get the service done, when I picked up vehicle, I informed them the vehicle started up different. The following day, The vehicle was completely dead and wouldn't start. I sent my vehicle to them to check, and I paid $147 for the to tighten the cables on the new battery had to get replace because they informed me it was the battery. I paid over $200 dollars in tow fees and uber. Then a couple days later after I receive my vehicles the driver assist comes back on and the A/C went out. I called and was informed to pay another diagnostic test and more fees. I decided to go elsewhere for second diagnostic. The company informed me A/C plugs were disconnected, lack of information given, charge with a fee and the key fob battery needed to be fixed is the reason of drivers assist. The manager did reach out only to offer 10% on next service because he believes it was a coincident of me having problems each time my vehicle was return. I have now been 1,100 in the hole and still no A/C. My vehicle hasn't been driven the same since and an expensive two and half weeks of time.

  Business response

  07/24/2023

  Our Service Director ***** ***** has reached out to Ms. ****** to request she bring her vehicle back into the dealership and allow us to reevaluate her concern. We are awaiting word from Ms. ****** as to when a return visit will be convenient for her. 

  Customer response

  07/27/2023

  My a/c stopped working after picking up my vehicle. I lost trust in germain after countless times of problems and no help each time I paid . When I would get work done I informed then and nothing was documented about the issues I was having with vehicle.Every time I picked my vehicle up something stopped working and once the a/c went out ,I decided to get a second opinion .They inform me my cords were unplugged and Germain  has never documented me and informed me. My car is sitting and I don’t think it’s safe to send it off to a company who’s keeps getting money and not concern with my safety of driving . I experienced my vehicle breaking down twice . 
  

  Business response

  08/03/2023

  Ms. ****** is unwilling to bring the vehicle back so we can confirm anything and that’s the first step that should take place in this process. We need an opportunity to verify her claims and see if any of it is related to our workmanship and make corrections if needed. We have offered to diagnose the vehicle at no charge to Ms. ****** to reevaluate her vehicle. Our service manager has once again reached out to Ms. ******. 

  Customer response

  08/14/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment on May 3, 2023 to bring my SRX in for a tailgate issue. I was notified on May 5th the diagnosis & costs. I quickly notified the body shop that caused the issue & they agreed to reach out to Germain to authorize the work & arrange payment. At that point I was told it would take a week for the part to come in & the work would be completed on the same day because parts are delivered in the morning. On May 9th when I received a call by accident from Reggie, I inquired on the progress of my vehicle. I also expressed the urgency of needing my vehicle because it was scheduled for additional repairs & I was leaving town with my vehicle in the afternoon on Tuesday, May 16th. I was assured that I would definitely have my vehicle back on Friday or Saturday. On My 10th I received a call from Chris stating that the part was in & that my vehicle was getting sent down from repairs and that Reggie would reach out to me when it was complete. I decided to wait till Saturday before calling again. I got busy with other things and did not have a chance to call, but is that really my vault?! Not my job. It states on the paperwork that my vehicle was completed on May 12th and promised to me by May 13th. On May 15th I left two messages (one at 9:40a and another at 10:42a) before both my mother & boyfriend left for work so that I would not have to order a ride-share service. No response. Finally I sent a message online to the general customer service & then someone decided to do their job & call me back. POOR CUSTOMER SERVICE! Not only did I have to order a ride to pick up my vehicle, I had to order another to take me home after I dropped it off to the second repair shop & then another to take me back to pick up my vehicle again. ALL OF THESE FEES COULD HAVE BEEN AVOIDED if someone would have CALLED ME three days earlier. Germain Cadillac of Easton owes me $100 in fees because of their poor customer service & lack of follow-up and follow through.

  Business response

  05/30/2023

  Our Service Director has reached out to Ms. ******* and offered a $100.00 store credit for the charges she incurred due to our lack of communication regarding the completion of her service on her vehicle. Our team looks forward to working with Ms. ******* in the future and improving upon the level of service going forward. 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 17th, 2022, I went to Germain Cadillac of Easton to get my car Serviced for O2 Censor,Etc. On May 18th, 2022, I went to Jiffy Lube to get My Oil Change. In which I was told by the service manager that they were unable to perfect service considering that the bolt to do the oil change was seized. So i'd have to return back to the entity that most recently done my Oil change. Which was Germain Cadillac of Easton, The service Manager from Jiffy Lube then contacted the Service Manager from Cadillac ****, and informed him that the bolt todo the oil change was seized. In which ****, informed the service manager to have me bring my car to Cadillac to remove bolt and do the Oil change. However, before, leaving Jiffy Lube the mechanic informed me that he put zip ties on my under shield to prevent the shield from coming off considering that there were plastic clips missing and worn out. As well as, suggested that I inform Cadillac so that they can replace the missing and worn out clips considering that they were the last one to service my car. In which I informed ****, upon arrival of the zip ties being replaced by the missing and worn out clips and he informed me that he would have his mechanic look at it. On May 12th, 2022, I had my car serviced at Mark Walhberg, Buick for a Loose 02 Censor and Under-shield that cost me $1100. On October 18th, 2022 after hitting a Raccoon, and needing my car serviced i took my car to Mark Wahlberg, Buick and was informed by the Service Manager Mark, that there are zip ties holding up my under-shield and then shown pictures of the zip ties. Such actions en-tales negligence, fraud when Cadillac service manager **** failed to exercise due diligence and have the zip ties removed after having knowledge that the under-shield needed to be repaired and plastic clips were missing and need to be replaced. It also en-tales negligence when such actions warranted that it could never pass an inspection after service to return my car to me.

  Business response

  12/09/2022

  Our explanation is attached as it was too long and would not allow us to submit in the comment box. Please let us know if anything further is needed. We have also attached customer R/O's pertaining to his service visits with us. 

  Customer response

  12/13/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  Complaint: 18531403
  
  I am rejecting this response because:  

  Mr. **** ********, or the representative for Cadillac whom responded to the complaint admits in their own volition  that there was an issue with the right front wheel liner (Splash guard) (Under-Shield) and that to fix it the part would need to be ordered. See, (Cadillac Invoice dated May 24th, 2022).  In which is the day I had to bring my car back to Germain Cadillac for service considering that I kept hearing a dragging Noise coming from up under my car. Which would en-tale that the zip ties were not removed and (Under-shield) is dragging due to the the missing clips.

  As well as, not to mention when I brought it to Mr. ******** attention on May 12th, 2022, that the under-shield is loose and the clips that are holding it up are worn out and or missing. The invoice from Jiffey lube dated May 12th, 2022, clearly states that Oil Filter was Seized; Rec. Dealership for removal. In which i did return to the dealership on May 12th, 2022 to get the Oil Cap removed for Oil Change and informed **** ********, personally that the zip ties are holding up the under-shield. Therefore, after asking him on camera were the plastic clips removed and pointing to the front end of my car considering i could still hear something dragging up under my car would en-tale fraud and negligence. As well as, Germain Cadillac of Easton could never pass a inspection after requesting to have my car serviced  on May 12th, 2022 for Oil Cap Seized and bringing it to his attention that the mechanic at Jiffey Lube had put zip ties up under  shield to keep it from dragging and getting more damage.

  Not to mention there should of been a video to capture the service being done on 5-12-2022, to perfect proof of service and what services was rendered to pass inspection and suggest that they exercised due diligence. As well as, the complaint is addressed to **** ********. However, the response letter gives no indication as to hows responding to my complaint. For it doesn't bare a signature.

  Considering that I was displeased with Cadillac service i had went to Mark Wahlberg, Buick to get my car serviced for the under shield and to have it replaced and that the 02 Sensor was loose and had to be tighten up on July 21st, 2022.

  Only to find out on October 18th, 2022  after hitting a raccoon and having to get my car serviced at Mark Wahlberg that zip ties are still holding up my under-shield.

  Business response

  01/05/2023

  ****** ******* <******@germaincars.com>
  Attachments
  Jan 3, 2023, 1:56 PM (2 days ago)
  to ******, ****, Kenny
  
  Hello,
  
  To whom it may concern:
  
   
  
  Unfortunately, the timeline referenced regarding Mr. ********** concern does not align with the dates in which the referenced vehicle was serviced. Mr. ******** has had his vehicle serviced at Germain Cadillac of Easton on the following five dates: 03/01/2022, 04/05/2022, 05/04/2022, 05/12/2022, and 06/01/2022. Attached are the repair orders from all five visits for reference.
  
  On April 5th, 2022, Mr. ******** received an oil change service as standard maintenance to the referenced vehicle. Please refer to repair order 383878 from 04/05/2022 attached.
  
  On May 4th, 2022, Mr. ******** brought his vehicle in for an several services. Those services are listed below:
  
  Please check front splash shield
  Customer requests a key fob
  Customer states that the ABS light is on
  Free multi point inspection
   
  
  At this time, it was identified that the right front fender liner was damaged and would need to be replaced. Mr. ******** was informed that the parts required for the repair were not available through the manufacturer and if Mr. ******** would like to have it repaired Germain Cadillac could search for them elsewhere. Mr. ******** Declined. Please refer to repair order 384368 from 05/04/2022 attached.
  
  On May 12th, 2022, Mr. ******** did in fact contact **** (Acting Service Director) regarding an oil change concern that was brought to Mr. ********** attention by a third-party service facility. Mr. ******** stated that they were unable to perform an oil change due to a seized oil filter cap (see attached jiffy lube invoice from 05/12/22 at 11:29 am).
  
  Mr. ******** stated that it was his belief that the concern occurred during his oil change service on April 5th, 2022. Refer to repair order 383878 from 04/05/2022
  
  At this time Mr. ******** was instructed to bring the vehicle in for service to confirm the concern and in the event an issue occurred Mr. ******** would be compensated for his time with a complimentary oil change, if not Germain Cadillac can proceed with the oil change attempted by the third-party and Mr. ******** would pay the standard price for an oil change service. At this time there were no concerns found with Mr. ********** oil filter cap being seized. This service was started at 1:22 PM and completed at 4:10 PM on repair order 384537 from 05/12/2022 which is attached.
  
  *Please note at this time there were no comments or concerns notated nor mentioned regarding a damaged underbody and or splash shield a result of any service of Germain Cadillac *
  
  Mr. ********** last service visit occurred on June 6th, 2022. At this time Mr. ******** stated that the vehicle was making a large rattle noise at start up and when put into reverse. Mr. ********** concern was due to a missing bolt from his front motor mount bracket. Mr. ******** was not charged for his diagnosis nor the repair although the issue was not a result of any service performed at Germain Cadillac. Please refer to repair order 384866 from 06/01/2022
  
  *Please note there were once again no comments or concerns notated nor mentioned regarding a damaged underbody and or splash shield a result of any service of Germain Cadillac *
  
  In no way has Germain Cadillac approached the service of Mr. ********** vehicle during any of his five visits with negligence or fraudulent practices. Germain Cadillac has provided Mr. ******** with thorough and transparent information regarding the needs and concerns regarding his vehicle as referenced on the attached repair orders. Any services, concerns or events that occurred after Mr. ********** most recent visit on June 6th, 2022, have not been brought to the attention of our acting service director (**** ********) until this grievance was filed.
  
  If there are any other concerns regarding this matter, please reach out at your earliest convenience.
   
  
  ****** *******
  Customer Relations/Online Reputation Manager
  Germain Motor Company
  
  Phone: (614) 383-4807
  Mobile: (614) 397-4217
  
  4250 Morse Crossing
  Columbus, OH 43219
  GermainCars.com

  Customer response

  01/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18531403
  
  I am rejecting this response because: Germain Cadillac of Easton **** (Cadillac Service Manager) fails to acknowledge that he did not exercise due diligence on May 12th, 2022, after I specifically had the Service Manager from Jiffy Lube call **** (Cadillac Service Manager) and inform him that the Oil Cap to change my Oil was seized. Therefore, since Germaine Cadillac was the last entity that work on my car I was to return my car back to Germain Cadillac of Easton to have the Oil Cap that was seized remove to perfect service.

  In which **** agreed  to have the car looked at and insisted that I bring my car immediately back up to Cadillac dealership to have the cap un-seized and oil changed for the same price of service as Jiffy Lube was going to charge me. In which i informed **** upon arriving at the dealership  that before leaving Jiffy Lube i was informed by the "Jiffy Lube" Mechanic that he put Zip ties on my under-shield  to prevent the under-shield from falling off. Therefore I am bring it to his attention that zip ties are holding up my under-shield and asking him to remove such zip ties and replace them with new clips and or brackets considering that he has personal knowledge that from my last visit in April that the under-shield has been damaged and needed to be replaced.

  In which **** agrees to have such zip-ties removed and new clips placed in the under-shield while iIm having my car serviced for the Oil cap being seized. In which when my car was finished getting serviced I noticed that before i left the dealership that i could hear something-scraping the ground and immediately went back into the dealership and asked **** to look up under my car to assure that the zip-ties were removed and that my under-shield isn't scrapping the ground. In which **** came from around his stand and into the service area outside. to take a look  at my car and informed me that his mechanics made the adjustment to the under-shield by putting new clips in the under-shield . Then informed me that  I shouldn't have anymore problems with the under-shield and the my car was properly inspected to ensure service. 

  Which en-tales the **** has personal knowledge that under-shield was damaged and needed repaired prior to the visit on May 12th, 2022 to get my oil cap un-seized. As well as, that he also has personal knowledge that zip-ties were holding up my under-shield on may 12th, 2022 after bring it to his attention upon arrival at the dealership: and that he could never ensure safety and security protocol was met in order for Germain Cadillac of Easton to pass an world class inspection when zip-ties were left holding up my under-shield on May 12th, 2022. In which I would of never had personal knowledge of being still being in my under-shield if it wasn't for me needing to get my car serviced in October 2022, after hitting a raccoon and being shown a picture by another dealership  and then being informed by an adjuster from my insurance company that zip-ties are holding up my under-shield.

  Thus, is the reason for me filing this complaint and should suffice for me being entitled to be refunded and Germain Cadillac held accountable for leaving zip-ties in my under-shield. after bringing it to his attention.

  Such actions en-tales fraud, negligence, dereliction of duty and failure to exercise due-diligence.

  .. Regards,

  ***** R. ********

• Initial Complaint

  09/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2021 I purchased a Cadillac from Cadillac of Easton I had a great experience there. I purchase the warranty to go along with the truck. in March 2022 I had to get the truck fixed. I had an issue where they did not recognize the warranty with the tires. But I was able to talk with the manager and thought I got the issue fixed. With that experience I scheduled a service at Dublin on July 10, I had to wait a few days and I contacted them to find out that they could not work on my truck without the key to the tires. I then had to take the truck and make am appointment with Cadillac of Easton. I took my truck to Cadillac of Easton for Brakes, rotors, and buff wax and detail. When I came to pick up the truck on July 22 I noticed that the trucks paint was scratched and gloss was striped. I refused to take the truck like that. The manager spoke with me and said he will get the truck painted. When I went back to get the truck a second time August 9th the man at the desk offered to bring the truck around. Once he saw my truck he refused to get in the truck and handed me the keys back. I took my truck out to the sun and looked at it again. I could see where the trucks paint was still messed up. I was very upset. I paid for the brakes and they stated that they would pay to get it fixed where I chose to go. I scheduled an appointment with Dublin and found out the the tire was put on backwards and the brakes were squeaking. **** from Cadillac of Easton stated I could not bring my truck back to them they would no longer service me. I have reached out to them and they refuse to contact me back. Dublin spoke with Easton and did not want to work on my truck I spent over 1000 on rental vehicles during the time Cadillac had my truck I still have not gotten my truck fixed The tire is still on backwards The brakes are squeaking (paid for new brakes Aug 9) When I purchased the truck I made sure to buy the warranty that went with it. I paid for services that was not done.

  Business response

  09/09/2022

  Hello to whom it may concern.
  
  I understand Mr. ******** concerns regarding the service of his 2016 Cadillac Escalade. Our intention during every service is to not only meet Mr. ******** expectations but also go above and beyond to ensure that Mr. ******** concerns are taken care of in full. During every service Mr. ****** has had, our dealership has stepped in to assist in covering Mr. ******** repairs. On February 21st of, 2022, Mr. ******** vehicle was in service for damage done to the aftermarket rims on the car. Due to the extent of the damage, the rims in question needed to be replaced; after searching, we found that the vehicle's rims were no longer being manufactured and Mr. ****** would have to replace all four. We then ordered four new rims for the car and one new tire, which Mr. ****** was not responsible for. Mr. ****** also approved several additional services on the vehicle that came to a total of $784.80. With this and the $200 deductible from Mr. ******** warranty, he was responsible for $984.80 plus tax. Due to third-party shipping issues, we did not receive Mr. ******** rims until the middle of March. During this time, Mr. ****** was placed in a courtesy loaner vehicle to assist in his day-to-day responsibilities. Afterward, Mr. ****** expressed his continued dissatisfaction with an unforeseen shipping issue by a third-party company. Hence, as a courtesy, our dealership took care of Mr. ******** service bill in full, totaling $984.40 plus tax. 
  
  During Mr. ******** next visit, which started on July 20th of 2022, he brought the vehicle in to have a missing wheel lock key replaced, the brakes checked, a quote to repair the damaged sunroof deflector, and a quote to repair the damaged sunroof def full exterior detail service. Due to the most recent visit being at our dealership, we replaced the wheel lock key at no cost to Mr. ******. Mr. ****** was quoted $299.95 for the detail, $652.00 for the brakes, and $1386.93 for the sunroof repair plus tax. At this time, Mr. ****** approved his vehicle's detail and brake repair services. Upon completing the agreed services, Mr. ****** came in to pick up and expressed extreme dissatisfaction with the service he had received. He then pointed out the concerns with the sun damage on the roof of his vehicle and stated that it had been caused by the detail he received. Due to Mr. ****** refusing to take his truck at this time, we agreed to paint his area of concern: the roof. Once again, we stepped in due to Mr. ******** problems and paid fully for the detail and the roof painting. The brake service Mr. ****** agreed to pay was discounted to $531.73 plus tax. We also offered to pay for detail at a shop of Mr. ******** choice to ensure his expectations were met. Mr. ****** agreed to this bill and the goodwill gesture to resolve his concerns.
  
  Shortly after, Mr. ****** contacted our dealership to inform us that one of the tires installed during his February service visit had an issue and needed to be replaced. At this time, a suggestion was made for Mr. ****** to have his vehicle serviced at Joseph Cadillac of Dublin due to the liability and continued dissatisfaction with servicing Mr. ******** vehicle at our dealership. To part ways professionally and respectfully, we offered to cover Mr. ******** service visit at their dealership for the one tire that Mr. ****** stated needed to be replaced.
  
  I then scheduled Mr. ******** service appointment at Joseph Cadillac of Dublin for Wednesday, August 17th, 2022.
  
  I was contacted on the day of Mr. ******** scheduled appointment by a parts employee requesting to cover the replacement of all four tires on his vehicle without diagnosis per Mr. ******** request. I informed him that the car would need to be diagnosed for me to offer assistance.
  Later that day, I received a call from his Joseph Cadillac of Dublin Service Advisor ***** stating that all four tires needed to be replaced. Two of them needed to be replaced due to standard wear and tear; the other two tires needed to be replaced due to being plugged multiple times. I offered assistance for one of the four tires per our initial conversation on the day of Mr. ******** pickup during the phone call with *****.
  
  I've reached out on several occasions to ***** at Joseph Cadillac of Dublin and Mr. ****** to confirm my offer with no return call.
  
  I received a voicemail from Mr. ****** on Monday, September 5th requesting a callback to accept payment for his requests. On Wednesday, 09/07/2022, we had come to a mutual agreement for a check to be cut to Mr. ****** for the tire replacement and detail service totaling $620.00 that he wished to receive elsewhere. If this is still how Mr. ****** wishes to resolve his concerns, I will have the check cut immediately.
  
  Kind regards,
  
  **** ********
  Service Director
  Germain Cadillac Of Easton

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 22, 2021, I purchased a 2016 Honda Civic from this dealership. The salesperson failed to be transparent about damages to the vehicle ( significant missing / damaged paint along the rear windshield and a drop of white paint on rear driver side window). It was a cold rainy day when I purchased the vehicle and I missed these damages upon my own inspection. The damaged was noticed a couple days later when the car was parked in my garage. On that same day, my salesperson actually contacted me to inquire “how I was enjoying the vehicle”. I informed him of the damages and my disappointment. He hurriedly got off the phone and offered no apologies. I felt that conversation was rude and mishandled. I never received a follow up call from management.

  Business response

  01/14/2022

  Our General Manager ***** ***** has reached out to ****** to apologize and advised her we will address your concerns. ****** will let ***** know when it is convenient for her to bring the vehicle to Columbus as the repair will take a couple days. 

*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. ↩