Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 9/10/21 I purchased a 2020 Mercedes Benz A220 sedan from Cole Valley Cadillac with 20,108 miles and I have had the vehicle routinely serviced at Fred Martin Mercedes Benz. During the meeting with the finance manager, I purchased an extended warranty for an additional $2,195 and I was told that this extended warranty would cover any issues with the vehicle for 48 months/unlimited miles. Since the date of purchase, as the Mercedes needed routine servicing I called Cole Valley ands the service advisors told me they could not schedule service for my vehicle because they did not have the required oil viscosity and the Cole Valley service staff referred me to a Mercedes dealership for service. Approx. 2 weeks ago on 6/26/23, I called for Cole Valley for an oil change and a check engine light and once again was told they couldn’t schedule service and referred me to a Mercedes dealership. I then took my car to Fred Martin Mercedes on or about 6/29/23 and during routine service the check engine revealed some required powertrain repairs, so Fred Martin Service Department assisted with coordinating the extended warranty authorization, however, Cole Valley never responded after I spoke with Tom in the Service Department. For over a week, I was unable to get a call back from any one at the Cole Valley Service Department. Finally, on 7/3/23 I received a voicemail from Tom advising the Warranty Forever Administrator denied the extended warranty claim and he told me it was voided. Cole Valley Cadillac and its representatives have engaged in deceptive practices by promoting and selling extended warranties through its Warranty Forever & Extreme Tech Service contracts through NWAN, Inc. which they have no intention of honoring and simply deny warranty claims that would otherwise be valid claims.Initial Complaint
06/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchase of 2019 certified xt4 Cadillac. 10 months ago. After a week I took in because told them breaks and rotors look worn. . 2 weeks ago took in for oil change and service guy said I need all new brakes and rotors. And will cost approx. $1300.00
Business response
07/28/2023
Hi ******,
Thank you for bringing this to my attention. I sincerely apologize for your inconvenience and frustration. I am looking into this and I will reach out to you by the end of the day to resolve this issue.
Best Regards,
*******************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.