Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/21/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used Cadillac in September of 2024. They refuse to provide me my registration or title so that I can register my vehicle. I have called 100s of times to get resolved and can never speak to anyone. I have been dealing with **** ****** and every time I try to reach him he is always with a customer and I can leave a message and he will call me back but never does. 6 months to get documentation of a purchase and registration is ridiculous. Next steps are legal action.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my 2016 Cadillac ATS towed to Frank **** I20 Arlington Tx with only a sensor and transmission fluid needed. Upon sitting there for a week they said my computer just needed to be reset. Two days later the said it was leaking radiator fluid and the hoses were all very bad and the radiator was damaged. My cue wasnt working properly and my transmission needed to be replaced along with my computer .My car never overheated before this nor had any damage to anything they stated.

  Business Response

  Date: 02/04/2025

  Frank **** strives to make sure we are offering the highest level of customer service available. Looking over the history of what happened here. Looks as though the vehicle was towed into the dealership December 1st, 2023. On December 7, 2023, additional diagnostic time was authorized by the client to look into an issue with the engine control module and the transmission control module not communicating. After looking further into the failure, we found that coolant had been leaking from multiple coolant hoses and the coolant temp sensor. One of these leaks was allowing coolant to leak onto the Engine Control Module. This led to the control module to become ingress with coolant and fail. We did reach out to the clients extended the warranty on their behalf, and all work was declined by that company. We did not recommend any replacement of the transmission at the time of service, and the client took the vehicle without us repairing anything. We suspect the lack of functionality from the transmission comes from the issue with the control module. Looking at the entire situation, we were brought a car off a tow truck, diagnosed the problem, and released the car back to the client with only diagnostics performed. When all vehicles arrive through our service drive, we perform a vehicle inspection through the *** diagnostic port. This allows us to show all fault codes prior to the car entering our facility. This vehicle in particular had 3 transmission related codes when it arrived at our service drive along with a very lengthy list of other fault codes. I have attached a copy of the work order, recommendations, and initial fault codes pulled from the vehicle. I have also pulled a copy of our UVeye report showing that the car came onto the service drive on December 1st, 2023 @ 2:00pm. The fault code report shows to have been performed the same day at 2:01PM.  I do not see any compensation of any form due from Frank **** at this time.  us why here...

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint regarding a recent experience I had at Frank Kent Cadillac involving their salesman, ****** ****. As a loyal customer who has purchased two *********************** from this dealership in the past, I expected a high level of professionalism and transparency, but my recent experience was disappointing and unacceptable.I visited the dealership to inquire about purchasing a new vehicle. During the visit, ****** **** persuaded me to allow the dealership to run my credit, assuring me it was necessary to proceed with the deal. However, after running my credit, I was abruptly informed that the deal would not work without any explanation or clarification. Despite my efforts to seek further details, I was met with dismissive behavior and no justification for why the deal was declined.This lack of communication and transparency is not only unprofessional but also unethical. Running someones credit has potential consequences, and it should never be done without clear intent and full disclosure of the process. As a loyal customer who has previously trusted **********************, I feel I was bamboozled into running my credit unnecessarily, only to be dismissed without courtesy or respect.This experience reflects poor business etiquette and a lack of quality in customer service, which is inconsistent with the reputation Frank Kent Cadillac has built. I am deeply disappointed and hope this matter is addressed to ensure that other customers do not face similar treatment.

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 12th 2024 I dropped my car off to get three wheels ***aired and four new tires installed. I was told my car would be done within 48 hours. It took a little longer as I picked the car up on Friday the 16th. Cadillac *** and I walked around the car. The tires were installed and wheels were ***aired but the finish was a shiny black as my wheels before the ***air were a matte black.That weekend I had time to look over the car and didn't like the finish. The finish was nice but it wasn't what I had on the car and on Monday the 19th I called the same Cadillac *** and told him this was not my finish, could he take it back to Matte black. He said he would talk to the wheel shop he had do the work. On Aug 22nd I never heard anything back so I called. The *** asks me to take pictures of the wheels that were done and the one wheel that wasn't done. I complied and sent the pictures. I asked the *** to please let me know what I need to do next and to please keep me informed. A week later Aug 29th I contacted him because I didn't hear anything. He says the boss at the wheel shop is on vacation. I told the *** *** call back if I didn't hear back from him. On Sept 9th I called the *** he tells me the wheel shop boss said "he refinished your wheels back to factory finish". This can't be true because the factory finish was bright aluminum my wheels were done aftermarket in matte blk. I know this because I have the window sticker. The Cadillac *** also stated "they (wheel shop) don't have matte black finish and all wheels come back shiny". I find that to be peculiar to say the least. First claim was that it was refinished back to factory finish and then it was they don't have matte black. As I stated to the Cadillac *** someone should have asked me before choosing a finish for me. Communication isn't the best and time is passing. I don't feel like I would get a resolution as its been over a month since initial work was done. This is why I am seeking help from BBB.

  Business Response

  Date: 11/07/2024

  We have repaired and resolved this issue with the customer.

  Customer Answer

  Date: 11/07/2024

  Complaint: 22314915
  
  I am rejecting this response because: Nothing has been done by the dealership to resolve the issue I presented to the BBB. I have not been contacted by the business and the wheels mentioned have not been fixed.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 27, 2024, I left my car in the care of ***** *****. I mentioned my past experience with a Cadillac dealer on *******, only to find out it was the same dealership. Although hesitant, ***** assured me that this time would be different and they couldn't access previous records. Knowing the cause of the engine light issue, I approved the necessary repairs, including an oil change and new spark plugs.Upon getting my car back, the engine light was still on. The vehicle was supposed to reset after driving it, but the light remained on. I had the car checked at another location, which confirmed the problem was not fixed. When I returned to the dealership, the engine light remained on, the car was overheating, and the fan continued to run for 1-2 minutes after shutting off the car. The condition of my car has worsened since their service. Prior to this, the engine light was the only issue, and the car had no other problems.This is the second time this dealership has mishandled my vehicle, and I haven't received the service I paid for. The situation is causing me stress, sleepless nights, and difficulty in taking care of my over kids. I am extremely disappointed with the service at **** Cadillac of Arlington. The service manager, *****, has not returned my calls, and staff members keep giving me excuses, such as ***** being unavailable or in interviews. One person even claimed the service director doesn't have a phone in his office. This is unacceptable customer service, and I've been very patient with them.

  Business Response

  Date: 09/04/2024

  Client has 2011 SRX. She was trying to go back and forth between repair shops. Declining work then comes back to us. We did some work and the car came back, she was told if this was due to the work we did then there would be warranty for that. However, the issue did not stem from our work. 

• Initial Complaint

  Date:07/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a brand new Cadillac CT5-V Blackwing that had a blown head gasket within the first 3 months of ownership. The dealership took possession of my vehicle on May 22, 2024 and I picked it up July 16, 2024. It had been left out during that time and was hailed on.

  Business Response

  Date: 07/19/2024

  We do not cover acts of god on the dealership property. This is something that his insurance company would cover the same as if the car was parked at a grocery store. We have already informed our customer of this, we will not be participating in the repair cost.

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my extreme frustration and disappointment with the inadequate repair services provided by your dealership for my 2011 Cadillac SRX. My experience with your service shop has been a series of failures and unacceptable practices.Price Discrepancy and Vague Fees: I was quoted $945 for the repairs, but was charged $1078 without explanation. Additionally, I was charged a "shop supplies fee" with no clear breakdown.Inadequate Repairs: Despite assurances that the windshield wipers were fixed, they stopped working soon after. Multiple visits were required to address the same issue, wasting my time and causing inconvenience.Persistent Water Leakage: My vehicle continues to leak water despite being charged for flushing and replacing drain pipes. I was told to replace the windshield at a high cost, which I refused. The problem persists, indicating incompetence.Additional Damage and Decline in Performance: I discovered a significant crack in the windshield after a visit, which was not present before. Additionally, the vehicle now makes strange noises, and the rear brakes are suddenly completely worn out and make loud noises when pressed.Lack of Loaner Car: Despite the extended repair times, I was denied a loaner car, exacerbating the inconvenience.Transportation and Work Delays: I had to take Uber rides to the service shop multiple times and was late to work several times due to the delays and disappointments caused by your service shop.I am demanding the following actions: - A detailed breakdown and full refund of overcharged amounts and unjustified fees. - Immediate resolution of the water leakage issue at no additional cost. - Compensation for the windshield damage and any other harm caused during the repair process. - Restoration of my vehicles performance, including fixing the brakes and strange noises. - Reimbursement for **** rides taken due to the lack of a loaner car.

  Business Response

  Date: 06/14/2024

  We have completed the repairs that were approved. The leak is due to the sunroof rack which has not been approved for repair. We are not willing to refund and moneys on completed work. Mr. ******'s vehicle is 13 years old with mile in excess of 100k, we are not going to repair this vehicle for free and we suggest Mr. ****** bring his vehicle elsewhere as we are unable to be on the same page. We will not work on this vehicle going forward.

   

  Thank you!

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was in the repair shop for 7days after being assured that work would be completed in 2days. I was inconvenienced without a loaner car on top of which I couldnt get any assistance on what the hold up was. To add insult to injury upon receipt of my vehicle 7days later, some work that I requested was not done and someone got dirt and grime all in the carpet and floorboard. I called and left a message for the General Manager to give me a callback, that never happened. Only after several phone calls to the service manager, did I get a callback, only to be lied to again on the return of my vehicle. I did not receive any updates on the status of my vehicle and when I questioned the status from my service advisor, l was given no definitive answers. I have never been treated in such a manner in all my years of servicing my vehicles.

  Business Response

  Date: 06/08/2024

  This is the client came in on a Wednesday, policy wasn't in his name and we had to wait until the wife called in for their warranty to approve repairs. This was done late Friday. Manager spoke with him Saturday and gave him a tentative eta of Tuesday end of day. His vehicle ended up being ready on Wednesday morning. He wanted his deductible and the portion of repairs his warranty didn't cover waived. No history with us and told me when he picked up he was going to call BBB. We will respectfully ask the customer to use a different service department in the future as we are unable to meet their expectations. Thank you!

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the dealer about a SUV I saw online and asked if I could come see it in person. I was told the vehicle was on the lot by *********.I drove to see the vehicle and it was not there.Since I was at the dealer already I decided to begin the negotiation process with ***************************** and ***********************.We were unable to reach an agreement initially.The following day I was contacted by **** and we made an agreement.Part of the agreement was that dent damage would be fixed. The next day **** told me to come get the vehicle.He then told me the car was not there and I would be provided a loaner and the car would be delivered to me.After delivery I set up an appointment to get the dents repaired.My wife took the car in and waited four hours for the repairs.She was never offered a loaner or given any updates throughout this process until I called the dealer to complain.The repairs were not done correctly and I had to return the vehicle again for proper repair.I was given another loaner car, and never received a timeline of when the car would be ready.After a week and numerous inquiries (and no responses to my calls or emails to ***) I drove to the lot to see what the progress was on repair.The car was ready and waiting yet I had received no communication about it at all. I contacted *************************** as instructed by him via ****** review to express my frustrations-he never replied.The next issue is the license plates. As my original dealer tags were nearing expiration I began calling the dealer to find out where the plates were.******* told me the plates were not in because of a delay at the *** and I could come get new ones.I drove to the dealer again (for the 6th time) and was told my plates had been sent to the dealer but they didn't know where they were.I made another ****** review and was contacted by ***************************** saying she would look into the plates.***** emails me saying the plates were shipped.He had my address wrong.The tracking # says status not available

  Business Response

  Date: 03/19/2024

  I have been informed that the plates arrived today at their apartment. I believe we have resolved the final issue.

  Customer Answer

  Date: 03/19/2024

  Complaint: 21454211
  
  I am rejecting this response because:

  I had to go through entirely too much hassle to make sure you did what was required out of you.  Did I receive the plates? Yes.  What it in the way that I, the customer, requested? Absolutely not. 

  And to not even address or acknowledge the many other major inconveniences, time spent on my behalf attempting to contact staff, driving 6 times to the dealership, the fact that I was completely ignored by your staff, and also given misinformation many times to get the other issues resolved is a true reflection on how the business is ran. 
  
  Regards,
  
  ***********************************

  Business Response

  Date: 03/19/2024

  Our team has recognized that things did not go as smoothly as we would like. Everyone has grabbed ahold of these issues to resolve as quickly as humanly possible. Please accept our apology for missing the **** and we hope that any future interaction will go much better.

  Customer Answer

  Date: 03/19/2024

  Complaint: 21454211
  
  I am rejecting this response because:

  My original issues were not responded to at all.  They were ignored. It is only now that I went to the BBB that a simple apology was even given. Forget that I had to drive nearly 300 miles and wasted a significant amount of time due to multiple trips to finally resolve everything.   The only issue resolved was the license plates. And that was after 60 days.  And that was only resolved because I had to make every inquiry about figuring out what was going on with them.  
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:02/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my 2020 Cadillac CT4 Sport on 01/29/2024 because it was giving a warning of the traction control needing service. At the time I dropped it off, there was no service engine light on and there was no problem with my battery. While at the Frank Kent Cadillac, they advised me of another issue with the vehicle and it was a drivability concern so they could not release it to me until they installed the part. The part took 3 weeks to arrive. Fast forward to 02/21/2024, the part was installed and I was ordered to come return the loaner car to pick up my car. When I arrived, they took a long time to bring my vehicle to the front. Once they brought it to the front, the service guy advised me that because the car was sitting for so long in service the battery died. They told me I needed to purchase a new battery even though I dropped the car off with a good battery. The reason it went bad is their fault for letting it sit up. They didn't even have the decency to charge the battery knowing I was coming to pick it up. So, they wanted me to leave the lot with a car they've been having for three weeks and it had a dead battery they caused and now with service engine light on. I refused the car because I dropped it off with no service engine light and a good battery. They told me they can replace the battery but I have to pay for it. My car has less than 30k miles on it, well within the factory warranty and I also have a bumper to bumper extended warranty on top of that. They told me the battery in my car isn't the factory battery but per Car Fox there has been no service on my vehicle for a battery change. So, I left the vehicle with them and they gave me the loaner car back. On 02/26/3024, I received a text message from the manager at Frank ***************** who threatened to charge me $125 a day for the loaner vehicle that they gave to me because of their incompetence. I immediately brought the vehicle back under the assumption that my car was ready. Lost key and dead batt

  Business Response

  Date: 02/27/2024

  I have spoken with my team and have instructed them to resolve this with the customer ASAP!