ComplaintsforLone Star Cadillac

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last August this business sold my mother in law a Cadillac literally hours after we finalized their bankruptcy. We have told the dealership that she has dementia, and that her husband has cancer. We have power of attorney, so we trusted this information would be considered carefully. They still sold her the car with gap insurance and warranties that so nothing for them and that they didn't need bc of the amount she put down. They almost had to foreclose on their house in March because they cannot afford it, and called the dealership today to ask what their options are because they cannot even drive anymore. The dealership is getting to get then to come in now to get them until ANOTHER car. This is UNACCEPTABLE.

  Business response

  07/26/2024

  Thank you for sharing your recent experience at Lone Star Cadillac. We sincerely apologize for any inconvenience or frustration caused by the purchase.
  
  At Lone Star Cadillac, we strive to provide exceptional service to all of our customers, and it is disappointing to hear that we fell short of your expectations on this occasion. We understand the importance of delivering excellent customer service to our clients.
  
  Your feedback is invaluable to us, and we will use it to improve our processes and better serve our customers in the future. Rest assured; we will address the issues you encountered internally to prevent similar incidents from occurring again. We have removed the contact information for your in laws from our marketing database.

  We value your business and appreciate the opportunity to address your concerns.  Your satisfaction is our top priority, and we are committed to ensuring that your future experiences with Lone Star Cadillac exceed your expectations.
  
  Thank you for choosing Lone Star Cadillac. We look forward to the opportunity to serve you better in the future.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was dropped off on Friday, December 22nd, 2023 for repairs after a car accident.I had previously stopped by the shop to ensure they had the means to repair my specific make and model, a 2016 Cadillac CT6.They had advised me that there would be no issues procuring parts and performing the service.The estimated time for repair was ~15 days. Insurance is provided for a rental vehicle for 18 days.Additional supplemental claims arrived on January 2nd and January 10th, of which I was informed that there was a backorder on the rear quarter panel.After 2 weeks, I no longer received updates. At some point, the backorder was resolved, but the shop was unable to order the part because they did not have the appropriate certification for the aluminum body my car used at their garage and the special order was being canceled by GM.The insurance company attempted to provide a solution by having the car moved to an appropriate service center whose garage had the certifications, but the car had already been worked on and disassembled, creating a liability issue. Insurance has already paid out the full amount for the repair to Lone Star and they have failed to complete any of the services rendered. As a result, I have been left without a vehicle and an appropriate resolution. Rental coverage lapsed on 4/5, and I requested that Lone Star offer a loaner vehicle or cover the additional costs of the loaner vehicle as they work through the issue amongst their staff. I have been informed that leadership is unwilling to aid. It has been over 4 months since the initial drop-off.Workfile ID:f2489aab

  Business response

  05/10/2024

  I have spoken directly with ************************* and am trying to assist him in all his concerns.  I am issuing him a loaner from our current fleet and am assisting him in trying to get his Enterprise billing situation clear.  I believe assisting him on these two items will take care of his concerns until the part becomes available with Cadillac.  The part is currently on national back order and I have since then escalated the parts request with Cadillac District manager.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2021 Cadillac Escalade from lone star on 1/20/24 and I received my car with paper plates and when my paper tags expired on 3/22/24 I went to the dealership to acquire about the permanent plates but they stated that they are having issues with getting my title for my car. As of 4/22/24 I still have not received my plates and they have to contact the title clerk of the dealership to see if they can get me more extension on my paper plates for another 30 days

  Business response

  04/23/2024

  ************** we are deeply sorry to hear about your negative experience with Lone Star Cadillac. We strive to provide exceptional service to all of our customers, and it is disheartening to learn that we have fallen short of your expectations.
  
  Your feedback is invaluable to us as we continuously work to improve our services and customer experience. We would like to extend our sincerest apologies for any inconvenience or frustration you may have experienced during your visit.
  
  Please know that your concerns have been brought to the attention of our titling department and we are committed to addressing them promptly and effectively. We value your feedback and would appreciate the opportunity to discuss your experience further and work towards a resolution.  We will be contacting you soon to get this matter resolved.
  
  Once again, we apologize for any inconvenience you may have experienced, and we hope to have the opportunity to regain your trust and confidence in Lone Star Cadillac.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid them for a service such as engine and transmission oil change for a 2015 Callac Escalde of which after 5 months I returned due to a problem that resulted in the transmission. Well, I had a swept s**** caused the previous time.Then they charged me to install another transmission because they were not responsible for the damage caused by diligence So I paid $4,400 cash for the service of another used transmission, in quotes, they had given me a 2-year warranty, so After a month I started to like oil again.When I came back they were very arrogant and the general manager named *** came out and literally ran me off, he asked me to leave the place and never come back, I told him that my guarantee is where it is and he answered, very annoyed, don't come back. more here. in a very arrogant way and with a lot of authority. Please I ask for your help because I feel that what this car dealer has done to me was a fraud.I request that they install a new transmission for the problem or at least solve my problem with the transmission that was installed in my car.I tell them about reviews. They said. We definitely dont care about.

  Business response

  04/15/2024

  We are deeply sorry to hear about ****************** negative experience with Lone Star Cadillac.  Mr. ****************** we ruined his transmission after he came in for transmission concerns and transmission service. We spoke with ************** about his concerns with his vehicle and he was not happy with our finding and then threatens to blast us on social media and reviews if we didn't do as he demanded. We had our Certified General Motors technician come out to speak to him about his claims and issues with the transmission of his vehicle and that his vehicle has been in a major accident before we worked on it (****** shows vehicle to be a salvage title/ total loss), but he stated that he was not being honest. ************** always walks around with an iPad around his neck recording everyone and threatening to bash everyone on social media and write bad reviews if he doesn't get what he wants.  **** helped him out with discounted parts & labor to get his transmission replaced. Later he claimed that he took it to his friends auto repair service after we replaced the transmission and stated his friend found another issue, but our tech says transmission is working as designed.  ************** is always combative and rude when he comes to the dealership with our employees, so we have discussed with him if he continues in this behavior that he would no longer be welcomed back to the dealership. Again, we are deeply sorry to hear about ****************** negative experience with Lone Star Cadillac. We strive to provide exceptional service to all of our customers, and it is disheartening to learn that we have fallen short of his expectations.
  
  We have also attached previous ROs and Carfax for ****************** vehicle.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** Cadillac Lyriq Sport 3 on 16DEC23, for an MSRP of approximately $77K, and right after I picked it up I noticed many problems, and the diagnostics showed multiple faults, to include the controls and the lithium ion battery. I was told to bring it in on a Friday, but when I arrived was told they couldnt work on it and they waited until the end of the week. After they had it for two weeks, I was told they only addressed 3 of 4 problems, but I explained there were many more. When I checked up the next morning I was told it was ready for pickup, but no one could tell me what the actual problems were that were found. I was blown off when I asked to coordinate a call with the technician and no one could answer my questions when I picked it up. When I asked about the vehicle not syncing charging or battery information with the myCadillac App, I was told to call OnStar, but I was originally told its was a software error with the vehicle, so that also tells me no one ever looked at that issue. When I got in, I realized the battery was at 27% and quite sure I dropped it off closer to 50%. One of the issues I complained about is the car was disconnecting during charge and having issues charging. How on earth could they have checked if they never charged it? On my drive home I tried charging and I noticed similar issues as before, and the vehicle was charging extremely slow. I received a critical lithium battery diagnostic issue, a service vehicle soon indication, and another caution indication related to the battery came on. Overall, this has been a poor experience with Lone Star Cadillac because this is all unacceptable for a brand new vehicle, and certainly not acceptable customer service regarding how the issues are being dealt with.

  Customer response

  01/12/2024

  Address for Lone Star Cadillac is:

  11675 *********** GARLAND ** 75041-3803

  Business response

  01/23/2024

  Thank you ************** for bringing your concerns to our attention here at Lone Star Cadillac. We sincerely apologize for any miscommunication during the time that we serviced your Cadillac Lyriq. During the time that your vehicle was in for service we received 7 concerns that the technician was tasked to diagnose and corrections for on several different areas around the vehicle. Some drivability and some were software related concerns. The technician who is designated for Lyriq repairs received your vehicle on Friday Dec 22, 2023 and pulled it in before the Holiday weekend which caused a delay of progress going into the following week. Once business resumed after the holiday the technician worked diligently with Cadillac's Technical support team to provide resolutions to each of the concern. The concerns that the technician were able to duplicate gm provided applicable updates that addressed those concerns and we applied them to the vehicle. If we missed any additional concerns, we would like to schedule your vehicle to be brought in and have those concerns diagnosed immediately upon drop off and provide a resolution as quickly as possible. I am able to also facilitate transporting the vehicle to the dealer and delivering a loan vehicle while we have the Lyriq in service. I will reach out via the contact information provided in this letter to work with you personally to turn around your experience with Lone Star Cadillac and the Cadillac **********************. If you would like to contact me directly I can be reached at ************* or ********************************** I will be in contact with you today. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 26, 2023, I entered into a lease agreement with ******** Cadillac to acquire a vehicle. Throughout the sales process, I had concerns about its integrity. Initially, I test-drove a blue Lyriq that had most of the features I desired. Inquiring about the availability of these features in a black Lyriq of the same trim, the salesperson assured me that both cars were in the Tech trim. Relying on this information, I skipped test-driving the black one and proceeded to sign the paperwork.Since it was a Saturday evening, the staff rushed the sales process, leaving me unable to thoroughly inspect the vehicle's features. While driving home, I noticed that many features were missing from the vehicle I had accepted. The following Monday, I promptly returned to the dealership and expressed my dissatisfaction with the sale. They agreed to exchange the vehicle for the one I had test-driven, and I accepted the replacement.However, I soon discovered issues with the air conditioning on the driver's side and the middle vent, as the car was blowing hot air instead of cold. I returned to the dealership, and their service department promised to investigate the problem, providing me with a loaner car. After waiting for two days with no updates or signs of progress, I decided to retrieve my car from the service department and scheduled an appointment with another dealership to address the issue, which they resolved.My disappointment with ******** Cadillac extended to their customer relations. They failed to provide me with a license plate despite multiple inquiries. I called the front desk several times, only to be told that someone would contact me, but no one did. Even after emailing the complaint department, I received no response. In my entire life, I have never encountered a dealership with such poor customer service and communication.At this point I don't know what to do to get my license plate.

  Business response

  11/10/2023

  We are sorry to hear about your recent experience, we would like to apologize to you about your experience and see how we can improve your experience. We have expedited your transaction the county tax office, and you should receive them any day now.

  Customer response

  11/14/2023

  Thank you for reviewing my complaint and taking necessary actions. Today I received a call from the ******** mentioning that they have issued my permanent tag.  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Cadillac from Lone Star Cadillac on 9/11/2023. Part of the deal was to receive an additional key fob for the car and Lone Star was to handle the ****** and tags. As of today I have not received the key fob or the license plates, almost 2 months. I called the salesman (AK) a few weeks ago and he said he would check on them. I have heard nothing from AK. Called again yesterday and got his voice mail. I did not receive a return call. I called Lone Star again today and asked for the Sales Manager. I told him about AK not taking care of the problem or calling me back. He said he did not know AK. He left me on hold for about 15 minutes and came back on the line and said ************** was out sick. He claimed the hold up was with the ** strike. I told him the strike was assembly plant workers and that the title is with the state/county and not corporate **. He claims it all has to go through **. I have an aunt that was a ** dealership manager and his claim is not true.I also did an online "chat" with the parts department on the key fob and they were to get back with me. They did not get back with me!My temporary tags expire in a week and No one at Lone Star seems to care.Can you help?

  Business response

  11/10/2023

  Robert 

   

  We sincerely apologize for the Lack and Miscommunication in the process for getting your plates.  We were able to put your permanent plates on your vehicle yesterday on 11/09/2023.   We do have the 2nd key fob for you here at the dealership.  I would like for you to give me a call so I can make sure we get this issue resolved asap!  Please reach me at ************.  I will also give you a call right now.  Thank you.

   

  Ike 

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction occurred between September 7th thru September 20th 2023. My car has very low mileage and was within the manufacturers warranty and was having shaking and shuttering problems from the transmission. So I took it to Lone Star Cadillac for warranty repair. However, On 9/7/23 after I left my car there for service I was told that no shaking or shuttering of the transmission was found. However, after speaking speaking to Cadillac **************** I was told to speak with the service manager and to take the car back for a test drive. I followed those steps and the service technician found the problem immediately. However, Lone star Cadillac refused to honor my warranty and made me pay for a $1500 transmission flush!To add insult to injury I was talked down to by the service manager *****. I feel like I was racially discriminated against by ***** and ******** Cadillac!

  Business response

  11/13/2023

  On Date 09-07-2023, RO ****** we had ******************** vehicle in for Customer States vibration felt when accelerating at any speed. We verified clients concern. ******** Cadillac recommended **************** that we need to  flush the transmission fluid 3 times then complete an idle learn procedure. **************** declined to have this service performed. 

  On Date 09-20-23, RO ****** **************** brought his vehicle in for a shudder from the transmission while shifting gears. We recommended the transmission flush be performed 3 times and perform an idle relearn. **************** declined having this completed. 

  On Date 09-26-23 RO ****** **************** brought his vehicle in to have the transmission flushed 3 times and to perform an idle learn procedure. 

  Customers Desired results. **************** is asking for a refund. ******** Cadillac declined the refund **************** his money due to ******** was following proper procedure to diagnose his concern. 

   

  Customer response

  11/14/2023

  I am rejecting this response because:   The business has ignored several facts.

  1. They did not disclose in their response that my cars transmission was still under warranty when I brought it in for service! I had less than ****** on my car although my car is a 2017 model. Their negligence caused me to have to pay $1500 for a service that I should not have had to pay because it was still under warranty. In fact, there is a service not for the type of shuttering/vibrating of the transmission. Which leads me to believe that it is a factory defect!

  2. They did not address why they failed to document or find the shuttering / vibrating of my transmission on my first visit. I do not believe that my car was ever test driven the first time. I called Cadillac customer service and discussed this matter with them and they documented it! They spoke to the service manager and arranged for a second evaluation of my car and told me to call ***** to discuss and set up the second test drive. When I called and spoke to ********************** told me that they could not reproduce the shuttering/vibrating. So I arranged for the second test drive. This time I rode along with the service technician and he found the shuttering / vibrating immediately. However, the Service manager ***** brought me the paperwork back without the diagnosis written on it. In fact, I did not even know that he was the service manager until I asked him who he was and asked him to write his name on the estimate along with the diagnosis on the receipt.

  3. After *********** Manager ***** returned with the paperwork he was still declining my warranty repair so I wanted to speak to Cadillac customer service again. While walking to my car with ***** he made a very condesceding ******* He said, "you've been very combative today". I was stunned and I asked him, "what did you say'? He then repeated himself and the added, " And I'm not going to tolerate it". I asked him, "who in the h*** do you think you're talking to"? Then he just looked at me. I believe that he talked down to me because I am an African American and he is Caucasion. I don't believe that he would have talked to another Caucasion in that manner! He returned my car to me unwashed after the service technichican had done his analysis. That's a further insult. That is not addressed in their response!

  4. I sent a certified letter to the owner **************** on October 9th. He called me and said that he had received my letter. Although I went into detail in my letter he asked me the same information that I had already explained in the letter. Then he offered me $500 to settle this matter and I declined it. I asked him if he had spoken to his service manager ***** and he said no. I asked him why and he did not answer. I suggested that he call and speak to ***** and then call me back and I have not heard back from him!

  Business response

  11/22/2023

  At customer's request all of the warranties were cancelled.

  Customer response

  11/28/2023

  I am rejecting this response because:   1. The response is a lie! I have not rejected any warranty at all! Where is the proof that I rejected any warranty?

  My car was under a manufacturers warranty and the dealership service department denied my claim and steered me to an expensive transmission flush! 2. The owner/General manager **************** called me after he received my certified letter and asked me a plethora ao questions about the situation although it was spelled out in the letter. He did not even know about the manufacturers service note on the transmission and asked me what it was! However, he said that he had not yet spoken to his service manager **************. He then offered me $500 and I turned that down because he had not spoken to his service manager, the amount offered was less than the damage done and the disrepectful racial aspect had not been addressed! I also want to point out that the Service Manager sent a customer service survey to me and I gave him a Zero on all sections. I asked **************** if he had seen the survey and he said no. It is obvious to me that the owner / general manager nor the service manager does not take this matter seriously. So I will escalate it to another level that will certainly get his attention. Because this process has been insignificant and fruitless. Whoever is responding has not attached their name to it. So I don't know who is responding. But once I escalate it beyond the BBB they will have to respond appropriately. Media attention can make the difference!

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/23/23, I visited Lone Star Cadillac in search of a vehicle. My salesperson was R***** C. and he showed me the vehicle that I saw online which was a Toyota Rav4, however it did not have the features that I desired and was unable to find a vehicle which sent him to check with another colleague, T****. Between the two of them, they found a 2017 Cadillac XT5 that was under my desired price and had all of the features. They drew up the paperwork and I signed everything with the exception of the inspection report as it was not available for me to review at the time. I was told the vehicle would undergo their 120 point inspection and they gave me a loaner car until it was complete along with a detail of the vehicle and cleanup of red paint on the front bumper. On Tuesday, 9/26,the vehicle was delivered to my home in return for the loaner vehicle. The following morning I was approximately 5 minutes from home and service light, Service Stabilitrak, popped on and cut back off. That evening after work, I stopped by the dealership and let them know about the light and the service department checked it out and was unable to find anything. I was told to monitor it for the next 20-30 miles and given the service manager's, J**, card. By Thursday, 9/28, I was headed home that evening and the car stopped in the middle of the street and would only power on briefly to inch forward. I called sales and service and a tow truck was sent. After arriving to the dealership, I let them know I no longer wanted the car and sales went on a search to find a replacement. He found a Rav4 with the features I wanted and I brought back the paperwork that showed the Cadillac as a trade in, more than $4400 less than I paid. I pleaded with them to do better, but was unsuccessful. On 10/6 I was emailed a service report with a failed engine issue that was found 9/21 which confirmed they knew I was sold a faulty vehicle. I am requesting the negative equity and the upcharge in finance costs.

  Business response

  10/24/2023

  Ms. **** bought a 2017 Cadillac XT5 from us and later stated that she no longer wanted the vehicle because of a service light that popped on.  We then informed her that all of our preowned units are sold as is and that we could trade her out of the unit.  She ended up trading her 2017 Cadillac XT5 for a 2020 Toyota Rav4.  We gave her fair market trade in value for her trade and she still was not satisfied with value.  She still proceeded to trade in her vehicle and purchase the Rav4 from us. We have spoken with her many times to come to a resolution but she is not satisfied with any thing we came up with.  She is demanding that we eat her negative equity on her trade in and we explained to her that we clearly explain that all of our preowned car are sold as is.. 
  

  Customer response

  10/24/2023

  I am rejecting this response because:   I received one call from customer service representative who agreed that the actions on behalf of the sales team were not right. I was assured that he would speak to the general manager and follow up with me. I have not spoken to anyone else regarding the issue since the day I purchased the Rav4. Also, as stated previously,  I took the vehicle in after the service light came on and was told to watch it for 20-30 miles which the car did not make that far. Within less than 24 hours, I was stranded in the Cadillac.  An engine issue was not disclosed during purchase and I was assured that no one was aware of such an issue when the vehicle was sold to me. The email I attached proves the dealership was aware there was an issue. 

  Business response

  10/27/2023

  We have spoken with her many times to come to a resolution and stand by our decision

  Business response

  10/27/2023

  We have spoken with her many times to come to a resolution and stand by our decision

  Customer response

  10/27/2023

  I am rejecting this response because:   The response is a lie. No one has spoken to me.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used car July 11 of this year and never took delivery of the vehicle. I financed it through us banks with ******* dollars down. The car didnt have a working ac so they said we could pick it up in a week after the ac was fixed. Every week was a different story of how long before we took delivery of the car. The ac could not be fixed and I cancelled my contract with their help and said I would get a full refund in a week. That was three weeks ago. Now they said they sent the truck to action but still have not paid the finance company or me back I have an open loan that I owe ******** and ******* already paid and have not taken delivery of. They hang up on me when I call they tell me that the loan has been canceled and not sure when I will get my down payment refunded back to me because no one knows whats going on. Please help. I need a car and cant even look for one till I get my down payment back and the loan through us bank cleared. Again we have not ever taken possession of the car

  Business response

  10/18/2023

  ******************, I would like to apologize for the delay in getting this matter handled and for the troubles you incurred.  I have reviewed all the documentation for this issue and it appears that the unit has been paid off to the lender and all monies have been refunded.  If there is something else that I am not aware of, please let me know.

   

  ***************************,

  Controller

  Customer response

  10/18/2023

  I have reviewed the business response and accept this resolution. I am very disappointed in the services you provided and lack of customer support.  If I had not contacted the bbb or if the loan service (bank) had not filed a formal complaint, action would not have been taken.   I dont appreciate being lied to or hung up on when I trusted that you were a reputable dealership.  I would not refer anyone to your dealership

  ***************************

*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. ↩