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Complaint Details
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Initial Complaint
05/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
- April 18, 2024 -Brand new car was damaged didn't receive it back for one month. No loaner car given or offered. Called but no cars were ever available._ Bait and switch, told 2K off if financed with no pay off penalty, just pay off when you receive 1st bill. Was not told that the car was being accrued interest daily, I could have paid for the car from the beginning.-Was told only to sign paperwork they would put date on contract._ I should recieve interest back for loan because, I wasn't told about the daily interest rate. I could have paid for it the next day instead of owing $349.94 _Racist discrimination practices with the Chief ****************************** and ***************** Filed._ The Loan officer even made condescending, bias, unethical comments about my salesperson which again I feel was racially motivated, like the way he treated me and my daughter._ Return of the vehicle would be fine also. They act as if is ok to give a customer a BRAND NEW CAR with imperfections. _Called Corporate and reported the way we were treated, but I never heard from anyone at GMC _One would think that unfair practices like this would not be tolerated and not happeningBusiness response
06/14/2024
**************************** vehicle had a separate issue arise shortly after taking delivery. That issue is now resolved and ************************ has been notified that his vehicle is ready for pick up. Additionally, the sales department is working on finding him a vehicle to trade into, if the numbers are to **************************** agreementBusiness response
06/14/2024
The original response but meant for a different customer and got mixed up on the response code. ****************** was sold a new vehicle that had a couple small scratches and a damaged headlight. All were repaired and returned to customer. ******** then stated vehicle was returned without being clean so it was brought back to be recleaned. The vehicle was discounted at the point of sale and customer was informed if she chose, to finance the vehicle, she would receive an additional rebate that if she paid cash, she would miss out on. She chose that option and was informed that there would be no prepayment penalty, only interest occurred during the length of the loan before she paid it all the way off.Initial Complaint
04/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a vehicle from Cadillac of Memphis and in the 18 months that Ive owned the vehicle. It has been in the shop at least five times and it is currently in the shop now and has been since February 9.Business response
05/10/2024
**************************** vehicle has been the shop 5 times. The first was in Oct. of 2022 for lift gate latch repair. The second time was in July of 23 for a new battery due to low power voltage. The third time was a tow-in in September of 2023, which was a repeat of the voltage issue. The fourth time in our shop was in December of 2023 for a maintenance visit. The fifth time, and most recent, is for a multiple code issue. All but issue is resolved, except for one part which a camera module that has not arrived yet. Part is on order and will be installed and calibrated as soon as it arrives.Customer response
05/10/2024
Complaint: 21645279
I am rejecting this response because:
Sincerely,
*********************************Customer response
05/14/2024
Despite engaging in a diligent pursuit of resolution over the past 3 months, I have encountered significant obstacles and frustrations.
Firstly, I wish to express my profound disappointment that the details of the issue with my vehicle were only brought to my attention through this complaint process. Throughout this entire ordeal, neither the dealership nor the ******************************* rep have adequately communicated the nature of the problem with my vehicle. This lack of transparency and communication is unacceptable, especially considering the length of time I have sought resolution.
Furthermore, despite numerous attempts to reach out to the dealership via phone calls and messages, I have received no response or assistance. This prolonged lack of communication has caused undue stress and frustration but also resulted in financial repercussions. Without support from Cadillac of Memphis, I have been forced to secure my own rental car at considerable personal expense, totaling over $6000.
I believe the BBB must intervene in this matter. This is to ensure that appropriate action is taken to address these issues promptly and effectively.Customer response
05/14/2024
Despite engaging in a diligent pursuit of resolution over the past 3 months, I have encountered significant obstacles and frustrations.
Firstly, I wish to express my profound disappointment that the details of the issue with my vehicle were only brought to my attention through this complaint process. Throughout this entire ordeal, neither the dealership nor the ******************************* rep have adequately communicated the nature of the problem with my vehicle. This lack of transparency and communication is unacceptable, especially considering the length of time I have sought resolution.
Furthermore, despite numerous attempts to reach out to the dealership via phone calls and messages, I have received no response or assistance. This prolonged lack of communication has caused undue stress and frustration but also resulted in financial repercussions. Without support from Cadillac of Memphis, I have been forced to secure my own rental car at considerable personal expense, totaling over $6000.
I believe the BBB must intervene in this matter. This is to ensure that appropriate action is taken to address these issues promptly and effectively.Customer response
05/15/2024
From the CONSUMER:Sent 5/14/2024 8:40:42 PMRead by *************************** on 5/14/2024 8:41:48 PMDespite engaging in a diligent pursuit of resolution over the past 3 months, I have encountered significant obstacles and frustrations.
Firstly, I wish to express my profound disappointment that the details of the issue with my vehicle were only brought to my attention through this complaint process. Throughout this entire ordeal, neither the dealership nor the ******************************* rep have adequately communicated the nature of the problem with my vehicle. This lack of transparency and communication is unacceptable, especially considering the length of time I have sought resolution.
Furthermore, despite numerous attempts to reach out to the dealership via phone calls and messages, I have received no response or assistance. This prolonged lack of communication has caused undue stress and frustration but also resulted in financial repercussions. Without support from Cadillac of Memphis, I have been forced to secure my own rental car at considerable personal expense, totaling over $6000.
I believe the BBB must intervene in this matter. This is to ensure that appropriate action is taken to address these issues promptly and effectively.Business response
05/21/2024
************************ has an open case with Cadillac customer care where they are working with him on rental reimbursements. We were out of loaners vehicles but when one was made available, ************************ was switched into a CTA loaner (which he is now in). We have made a dedicated point of contact at the store for ************************ so they are no more errors in communication and are currently waiting on one last part to come to finish his vehicle.Customer response
05/29/2024
Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had an appointment and put my 2020 Cadillac Escalade in the shop at Cadillac of Memphis in the beginning of March 2024. *******, service advisor, got my info and told me she would call and get my warranty info for me and get back to me. For three weeks I tried to contact them for information about my vehicle. I talk to a manager( not sure of his name, *******************, I think), and was assured they would get back with me. They didnt. I have called, left messages and cant get in touch with nor have not gotten a message from anyone. This is bad business and bad service and I dont have my vehicle fixed. It has now been one month that they have had my vehicle in their shop without service.Business response
04/08/2024
Customer dropped off vehicle on March 14th where she was made aware that all drivability issues were 3-4 weeks out from diagnosis. Her vehicle is 2020 Escalade with ******* miles. We were able to diagnose her vehicle on April 4th and the service writer and manager informed her that we were waiting on approval from her extended warranty and that we could go no further until that happens. As of now we do not have an ETA on her extended service contract company coming out to inspect.Initial Complaint
01/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
At this point I just need someone to answer the phone, return a phone call, fix my vehicle and get my vehicle back. Doesnt matter who you call. They dont do anything. Worst service I have ever had. Would like phone number to contact President *********************** to resolve this matter and get my car back. Because of this experience I will never buy another Cadillac again.Business response
02/15/2024
This is and was a closed matter. Customer has their car back on the 8th of February.
I didn't see the first email on this my apologies.
thanks
Customer response
02/15/2024
Yes I did FINALLY get my car back. It was the worst experience I have ever had with any business in my life. You can never get someone to call you back or answer the phone. They had my vehicle from Dec 22 to Feb 8 with me constantly trying to get a status update from someone. Horrible customer service and communication. I cant even wrap my mind around it. Just thankful to finally have my vehicle back and will have to find a new dealership to go to.Customer response
02/15/2024
Date Sent: 2/15/2024 1:57:30 PM
Yes I did FINALLY get my car back. It was the worst experience I have ever had with any business in my life. You can never get someone to call you back or answer the phone. They had my vehicle from Dec 22 to Feb 8 with me constantly trying to get a status update from someone. Horrible customer service and communication. I cant even wrap my mind around it. Just thankful to finally have my vehicle back and will have to find a new dealership to go to.Initial Complaint
01/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 08/25/23 i took my car into the service department for AC repairs. They told me that I needed an actuator which will cost $1400 plus tax. When I picked my car up on 09/01/23 my bill went up to $1771.29. A week later my AC was hot. I took my car back on 10/25/23. I paid $1204.97 for more repairs on 11/06/23. Now they have my car again since 12/07/23 and no one has returned my call in 2 weeks. I feel that I shouldnt be charged any additional fees and I need my car asap.Business response
01/23/2024
The customer has a 2014 ATS ******** miles on it. He had repairs done at another shop. In September, he brings it to us to fix the other shops issues.
He actually also needed an actuator. that work was completed. He brings his car back in November he said it wasn't cooling. It turns out it needed a evaporator hose and replace coolant that had leaked out. The car is back in our shop since the middle of December. It has electrical issues with the ac unit. Our service manager is reaching out to explain.
the work requires taking the whole dash out to diagnosis the problem.
.
thanks
Initial Complaint
01/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Cadillac has had my vehicle for 9 months with no resolutions. I need my truck fixed. I have spent over $4500 in rental car fees. I have turned in my rental fees, still not payment from ********************* the service manager. He has replied with false statements since having my vehicle.Business response
01/18/2024
This customer has an extended warranty car shield. They are supposed to come out and inspect his 2016 ******** that needs an engine.
To approve the work is what we are waiting on. They have been notified by us. The rental car is not our responsibility.
This is a issue between the customer and car shield.
Initial Complaint
11/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My father took my car to the service depart. at Landers Cadillac of Memphis on 9/19/23 to have a diagnostic done because when my car sits idle, it vibrates/shakes a little. The contact was ***, he tells me I need a tuneup and recommends replacing engine mounts. I picked up my car on 10/6/23 not understanding about the engine mounts because my car was still vibrating /shaking. I spoke with *** and got an understanding, brought my car back 10/9/23 to replace the engine mounts. My father was with me and we spoke with ****** (Service Manager)and was assured that replacing the engine mounts would solve the issue. My father asked if I could get a loaner but ****** stated that he would not accommodate me. I still left my car and throughout the entire time my car was at the service the department I was calling periodically checking the status of my vehicle. My father also went to check the status of my vehicle and had a conversation with ******, during the conversation ****** stated he had customers with $150000 vehicles he had to get to which was so unprofessional because Im a customer as well. The communication was very poor. Once my car was ready for pick up, *** called. I picked up my car and noticed that the issue was still there. I called *** back and told him the issue was not resolved and I would bring my car back. I brought my car back on 11/13/23 and asked to speak with ****** and told him the issue was still there. ******, ********************* (General Manager)and another employee each sat in the driver seat and stated they didnt feel anything while I sat in the passenger seat and felt the vibration. After all the delays the issue is still present and the dealership hasnt solved the problem.Business response
11/16/2023
Customer has a 2015 ATS nice car. Came in stating she fills car shaking.
She was advised to get a tune up. Also, car needed engine mounts.
At pick up she drove it and came back saying car still shakes. I drove the car myself.
****** my service manager drove the car. I asked two other managers to sit in it while it ran. They didnt fill anything out of normal.We want every customer to be satisfied, We did all we could to cure the issue. Car runs and drives normal.
thanks
Customer response
11/16/2023
Complaint: 20880664
I am rejecting this response because:
Sincerely,
*****************************Customer response
11/20/2023
The issue has not been resolved. My car still has the same problem.Customer response
12/20/2023
Complaint: 20880664
I am rejecting this response because: The issue has not been resolved. My car still has the same problem. No one from the business has contacted me by phone or email.
Sincerely,
*****************************Business response
12/20/2023
We tried to duplicate the customer's issue. We didn't find any issue. We stand by our last decisions.
Customer response
12/20/2023
Complaint: 20880664
I am rejecting this response because:
The problem still exists.
Sincerely,
*****************************Initial Complaint
08/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a 2021 Cadillac Escalade in February 2021 zero miles. I started having issues with this car shortly after. Had to have onstar come out and boost it. It has been back at Cadillac over 8 times for service since the purchase in February 2021. It is currently in the shop at Cadillac of Memphis now. I want to file a complaint as they have sold a lemon and I need helping with resolving this issue. Please assist me with this matter? Your time will be greatly appreciated. Thank youBusiness response
08/28/2023
The customer has had the Escalade in for Maintenace several times. The issue at this time is engine related.
The engines are on back order and could be timely in being completed. We certainly understand the frustration.
We are doing all we can to resolve the issue.
thanks
Business response
09/11/2023
We responded last week on this issue. The customer has been here for Maintenace issues yes. This time this is an engine issue. We have ordered an engine through warranty.
They have been on national back order for many many months. It should be complete in the next few weeks. Sorry for the inconvenience to this customer. We hope to resolve this matter soon.
Initial Complaint
07/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Cadillac of Memphis has had my car since the end of March 2023 and still has it currently. I've been lied to so many times it doesn't make any sense. I've called so many times trying to get an update about my car and ************************* (Manager) has lied so many times. I have so many text messages to ****************, and he is responding but again just consistently lying and misleading me. I had about 4 people that have been my advisors for my 2013 ATS Cadillac and every time someone get my case, they either are no longer there, or they just don't care and never do a follow-up callback to keep me updated. I was even told that ************************* no longer works for Cadillac of Memphis and when I called corporate (case 9-10154442022) she informed me that he was still employed. Ageism or sexism, I don't know why I'm being discriminated against because no one care about me not having my car for 4 months. I have gone through so many advisors that have flat out lied to me. The last advisor I'm dealing with is ****** AKA *******. ******* just told me last week that the mechanic was working on my car and every time I try to contact her no response, no callback, or she tells me I'm going to check with the mechanic and get back to you, but I don't get any call backs. I need for Cadillac of Memphis to fix everything that is wrong with my car especially since that have had it sitting so long and a car is meant to drive not sit and collect dust and smudge. Additional things will go wrong with a car after sitting for so long. Please help me and all the calls should have been recorded for evidence. I need some help in getting this devastating issue resolved because I'm very depress and frustrated. ******* when she did speak with me told me that I've done too much already and it's nothing else I can do. Please, please, please help me.Business response
07/24/2023
**************** has been talked to by my service director. Our problem is she needs a engine and her warranty company has rejected it.
Its not in our control. She has a tear down fee and diagnostic charge. With out means to pay for engine the car is still here.
thanks
Customer response
07/24/2023
Complaint: 20364981
I am rejecting this response because:
*************************************************Customer response
07/27/2023
1. ********************* has lied since day one and Cadillac of Memphis has had my car for 4 months.
2. I've had 3 or 4 advisors for my one car and the last advisor ****** AKA ******* informed me that the mechanic was working on my car and they were approved to fix it.
3. Cadillac of Memphis needs to pay for all the parts and fixed my car in a timely manner due to the incorrect information that was provided to me as a customer. I've been so patient and even ******* said, I had done to much and it was nothing else for me to do.
Customer response
08/06/2023
Complaint: 20364981
I am rejecting this response because:1. ********************* has lied since day one and Cadillac of Memphis has had my car for 4 months.
2. I've had 3 or 4 advisors for my one car and the last advisor ****** AKA ******* informed me that the mechanic was working on my car and they were approved to fix it.
3. Cadillac of Memphis needs to pay for all the parts and fixed my car in a timely manner due to the incorrect information that was provided to me as a customer. I've been so patient and even ******* said, I had done to much and it was nothing else for me to do.
*************************************************Business response
08/11/2023
We have responded to this a few times. the customer is liable for the difference charges.
The warranty company has not approved the full amount. We will not move further on this without pay.
This is a 10-year-old car with over 100k miles. It is our policy to have money up front on this type of
vechile.
Initial Complaint
03/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am driving my 3rd Cadillac and have been very brand loyal through the years. The former Bud Davis Cadillac always gave me a good reason to maintain that loyalty from year to year, model by model. However, I can say nothing good about the management style of the new owner, Landers Cadillac of Memphis. Landers Cadillac has had my car since November 15, 2022. After repair of a recent fender ****** by a very reputable Auto Body Shop in the Memphis Area, my car sits incomplete in Landers back lot. To their credit, Landers did replace a malfunctioning windshield washer apparatus, but has yet to repair the "Driver Assist" function. The car is drivable but without any sort of Cruise Control, much less the "Driver Assist" function which is one of those features I love about the car, a 2017 XT5 with only about ****** miles. Landers Cadillac has messed with me not days, not weeks, but for months. They rarely return my phone calls. The only way to talk with someone is to show up at the dealership. Their excuse for non-repair is that this electronic problem is difficult to diagnose. They said that they did contact Cadillac in ******* for advice but, in my opinion, this Memphis technician does not seem capable of interpreting that info. Today, March 31, 2023, the car is sitting and waiting in their back lot. By the way, several very capable techs and polite honest service managers are no longer working for Landers. I can only guess whyBusiness response
04/01/2023
We are sorry for the time it has taken. Our issue is the body shop has installed after market parts.
They also have not installed everything properly.We are trying to clean up those issues.Our tech has advised customer to take the vehicle
back to have more issues corrected.I am sorry if communication has not been followed up on.We want a better experience for this customer. We take pride in our work.
We will take care of our end. The body shop has got to fix there issues.
THANKS.
Customer response
04/03/2023
Approximately 2:45 this afternoon (Monday, March 3rd), ****************** (***** at ************) called me to say that he had spoken with ********************* at ******** Cadillac of Memphis who says that Superior's body repair of my car must be at fault for this mis-alignment issue between my new front bumper camera and the new windshield sensor. Cadillac claims that Superior must have used "after-market" parts to repair my fender and bumper. ******** Cadillac's response to the BBB letter at the end of March 2023 is the first time we ever heard that ******** Cadillac is now blaming "after market" parts installed by Superior. Superior said that they did not use "after-market" parts. According to *****, ******** Cadillac Memphis is throwing up its hands and giving up and wants ****************** to drive the car back to their shop for Superior to do something BUT, they have not defined what something Superior is supposed to do!! On March 22nd, my husband wrote ********************* to inform him that we expect pictures and a detailed report of what Cadillac says is wrong. ******** Cadillac of Memphis has had my car since November 2022 without completion of this repair. I have endeavored to be patient, understanding and even tolerant of their employee roll-over. But, I am AT THE END of said patience and WANT RESOLUTION, even if Landers has to fly someone down here from ******* to fix my car. I have not been able to drive my car with all of its features for 5 MONTHS, beginning November 11, 2022. This treatment of me the customer is totally abhorrent and unacceptable! It is appalling to know that Cadillac can treat a loyal customer with so little respect or common decency.
Customer response
04/05/2023
Complaint: 19880482
Approximately 2:45 this afternoon (Monday, March 3rd), ****************** (***** at ************) called me to say that he had spoken with ********************* at ******** Cadillac of Memphis who says that Superior's body repair of my car must be at fault for this mis-alignment issue between my new front bumper camera and the new windshield sensor. Cadillac claims that Superior must have used "after-market" parts to repair my fender and bumper. Lander's Cadillac's response to the BBB letter at the end of March 2023 is the first time we ever heard that Lander's Cadillac is now blaming "after market" parts installed by Superior. Superior said that they did not use "after-market" parts. According to *****, ******** Cadillac Memphis is throwing up its hands and giving up and wants ****************** to drive the car back to their shop for Superior to do something BUT, they have not defined what something Superior is supposed to do!! On March 22nd, my husband wrote ********************* to inform him that we expect pictures and a detailed report of what Cadillac says is wrong. ******** Cadillac of Memphis has had my car since November 2022 without completion of this repair. I have endeavored to be patient, understanding and even tolerant of their employee roll-over. But, I am AT THE END of said patience and WANT RESOLUTION, even if Landers has to fly someone down here from ******* to fix my car. I have not been able to drive my car with all of its features for 5 MONTHS, beginning November 11, 2022. This treatment of me the customer is totally abhorrent and unacceptable! It is appalling to know that Cadillac can treat a loyal customer with so little respect or common decency.
Sincerely,
***************************Business response
04/05/2023
We have talked to the customer about this. We would love to fix this issue. We can't because of the non completed work of the body shop.
We don't have control of them and can't repair the damage to the car with out this to happen.For us to repair the damage would be a big cost to the customer.
Her insurance company will not pay the extra expense i've been told.This bodyshop has used non certified GM parts.
Customer response
04/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution of the problem, IF this action solves the problem of the non-working Cruise Control/Driver Assist feature.
Sincerely,
*********************************************************************, ** 38017Customer response
04/12/2023
April 12, 2023
Re: Response to BBB Request
Re: Assigned ID# ********
To Whom It May ****************** the afternoon of April 10, 2023 as per the BBB request, I drove my car back to ****************** in ********, requesting that they review their records of body work done to my car and that they look for any part or feature that is out of order. Cadillac continues to say that Superior must have used after-market replacement parts. Wrong! The fender and bumper sustained only superficial scratches and therefore were straightened and repainted. Cadillac insists that superior must have damaged some wiring or the harness, the camera module or some other. Cadillac said a new windshield with new sensors would calibrate with the front bumper. That did not fix it! The most recent Cadillac receipt says that the rear camera co-ax is broken. I wonder what that has to do with the front bumper repair????
Today, I am waiting for word from Superior after they have replaced a cracked sensor (that should have been picked up on the Landers Diagnostic equipment) and have called their fellow to re-calibrate the Driver Assist/Cruise Control.
Regards,
******************************Customer response
04/17/2023
Complaint: 19880482
I am rejecting this response because: Date Sent: 4/12/2023 12:14:14 PM
April 12, 2023
Re: Response to BBB Request
Re: Assigned ID# ********
To Whom It May ****************** the afternoon of April 10, 2023 as per the BBB request, I drove my car back to ****************** in ********, requesting that they review their records of body work done to my car and that they look for any part or feature that is out of order. Cadillac continues to say that Superior must have used after-market replacement parts. Wrong! The fender and bumper sustained only superficial scratches and therefore were straightened and repainted. Cadillac insists that superior must have damaged some wiring or the harness, the camera module or some other. Cadillac said a new windshield with new sensors would calibrate with the front bumper. That did not fix it! The most recent Cadillac receipt says that the rear camera co-ax is broken. I wonder what that has to do with the front bumper repair????
Today, I am waiting for word from Superior after they have replaced a cracked sensor (that should have been picked up on the Landers Diagnostic equipment) and have called their fellow to re-calibrate the Driver Assist/Cruise Control.
Regards,
******************************
Sincerely,
***************************Business response
04/18/2023
We still stand on our decision on this matter. The body shop wants us to straighten out what they did wrong.
The car is not repaired correctly.We will be glad to work on it but fixing someone else bad work is the bodyshops issue.
If the insurance company or customer is willing to pay us this is a different matter. At this time we were told this was an issue and wasn't paying anymore
for the repairs.
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Customer Complaints Summary
20 total complaints in the last 3 years.
7 complaints closed in the last 12 months.