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Business Profile

Car Dealers

Bayway Cadillac Southwest

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

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Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/09/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 December 30, 2024, I went to Bayway Cadillac Southwest to check out at a ******* Kona they had on their website for $15,977. The sales person ****** convinced me to buy the car after I said I would pay $20k for the total car. He sent me to talk to ******** the finance guy who said he was to go over extended warranties with me. I was assuming he was still going by the 20k so I signed one paper and was not told about anything else. He said they don't give out papers only flashdrives with the contract on it. I got a letter in the mail about sending my first payment to TD Auto Finance on Feb 13, 2025. I also got a letter from *************** stating Bayway refused them buying my loan at a lower price. I pulled up my contract on the flash drive and saw They had all types of charges with a 9.79 interest rate and a $4,031 interest charge. I would be paying $28k for a ******* Kona which included the $10k I put down. I will have to pay 63 payments at ******. ******** never went over the financing with me regarding the payments nor the interest rates nor did he tell me about this finance charge I tried to call Bayway on Thursday March 6, 2025 but no one refused to call me back. When I went to the dealership on March 7, 2025. I spoke with ******** again and told him I had concerns about this contract that he never allowed me to see. I was only given a flash drive. He said they charged me $4k that included a contract that covered oil changes, unlimited washes and a paint protection on the car which no one ever told me this. He also didnt hesitate to show me the contract on his computer and also printed it out for me to take him. (mind you he already had me sign this illegal contract so now he was able to print it out the same contract that he said they couldnt do and only was allowed to put this on a flash drive). The papers also said they gave me 2 key fobs which was a lie. They only gave me one. This dealership needs to correct this overcharge or refund my $10k.

  • Initial Complaint

    Date:12/31/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 filing this complaint regarding the unprofessional and unacceptable service I have received from Bayway Cadillac Southwest located at 10150 Southwest Freeway, Houston, TX 77074 concerning the repair of my 2019 Cadillac CT6-V. Summary of the Issue: Excessive Delays: My vehicle has been at the dealership for over 120 days with no resolution. Incorrect Diagnoses: The dealership initially diagnosed my vehicle as needing a new engine under warranty, but this was later changed to an oil separator. Incompetence and Mismanagement: The service representative admitted that the mechanic previously assigned to my car was fired for incompetence. Additionally, the dealership has undergone significant turnover, including the general manager leaving, which has further delayed the repair process. Negligent Handling: During my recent visit, I discovered my car parked outside in poor condition, with parts strewn inside and the vehicle left dirty. It was not in the repair bay, nor was it being actively worked on. Poor Communication: I have repeatedly been told the vehicle would be completed “today,” only for those promises to go unfulfilled. Despite assurances from the service representative that I would receive updates, I have heard nothing further.

  • Initial Complaint

    Date:08/24/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    They sold me vehicle that is not charging since day one and keep having issues dealer refuses to help me and have the manger speak to me I need help asap

  • Initial Complaint

    Date:04/19/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    February 28, 2024. I bought a 2021 VW Atlas and the finance manager has tried to sell me additional coverage which I refused. He insisted that I get at least tire and windshield coverage that cost $3.49/mn he said it means nothing compare to what it cost me to fix any of those problems, then we added it to be close to $251.00 for 72 months when I got my paper works he changed everything after I signed it on a tablet and it came out to be $2,600.00 which I have no idea until I wanted to pay off my balance. I asked them to cancel since this is done by misleading me with an unethical business practice, his manager told it will take a few days I will try. I never heard from her again, everytime I called or went to her office they tell me she is not available.

  • Initial Complaint

    Date:03/01/2024

    Type:Product Issues
    Status:
    Answered
    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 have purchased the vehicle from Bayway Cadillac Southwest in Houston, and the salesman was very shady. Didn’t add the payoff, so three months later my bank, **** ******* called me about the vehicle that I traded in to Bayway Cadillac telling me the vehicle hasn’t been paid off and that a repo was issued Because of this I went to the dealership to notify them of this and instead of doing the right thing they decided to just come to my house and take back the vehicle that I purchased from them and they also tried to keep my other vehicle, and when I went up there, they gave me a hard time to get my vehicle back And then once I did get my vehicle back I had to take out a personal loan so that I can keep the vehicle that I traded into them and when I went up there the general manager was so rude and told me that the contract basically didn’t exist and that they weren’t gonna give me back my down payment which was $2000 This company is very very unprofessional. Could you please help me

    Business Response

    Date: 03/01/2024

    Upon reviewing the details of your vehicle transaction on October 14th, we acknowledge that you provided documentation indicating your vehicle was paid off and had a clear title. Subsequently, approximately three months later, you contacted us regarding the delayed payoff process for your vehicle.
    After a comprehensive examination of the transaction, it was determined that all required documents, including the $0 payoff document for transactions involving a trade, were duly signed by you. However, it is crucial to bring to your attention that the transaction was no longer valid due to a misrepresentation of the trade.
    In our effort to transparently resolve the situation, we reached out to explain the circumstances and requested the return of our vehicle. In return, we assured you that we would return your trade. Unfortunately, we encountered resistance to this resolution, leading us to dispatch a tow truck to recover our property.
    We want to emphasize that we possess all necessary supportive documents, including the contract that clearly indicates a $0 owed amount to a lender, validating the voiding of the transaction.
    Regarding the down payment, we would like to clarify that these funds were utilized to cover the costs associated with the recovery of your vehicle, and the losses we incurred at the auction. T

  • Initial Complaint

    Date:02/12/2024

    Type:Product Issues
    Status:
    Answered
    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 took my truck in for service on a Friday. I was told it would be ready on Monday. I agreed to proceed with the service. On Monday I was called and now told it would not be ready until Friday. I said that will not work I was traveling Friday morning. The service rep said he will have it ready on Thursday then. They did a rush job and did not fix my truck properly. I traveled on Friday and had to have my truck towed 248 miles back to this dealership for the exact same problem. This tow cost over one thousand dollars alone and then I had to rent a vehicle to drive back to Houston. I expect expert service tech services for the price this luxury dealership charges. I want to be reimbursed for my total out of pocket expense for the inadequate service I received.

    Business Response

    Date: 02/28/2024

    Car was towed from Shreveport without pre-authorization of expense. We inspected the car and found the cause of failure to be bad fuel, unrelated to previous repair. We agreed to split the cost of the repairs with the client for customer loyalty and was able to get the manufacture to cover the tow bill and rental bill. A check request has been submitted and should be finalized soon. 

  • Initial Complaint

    Date:10/13/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Dealership agreed to remove Bayway Protection plan but placed it back in the paperwork. I have attached the text messages, with original price and stating they would remove the Bayway Protection Plan as we live out of state. Refund of the $1995 charge for Bayway protection plan that was suppose to be taken off as we live out of state.

    Business Response

    Date: 10/13/2023

    Thank you for your email and for providing the text messages that confirm our agreement to remove the Bayway Protection Plan from your purchase due to your out-of-state residence.

    We apologize for any inconvenience this may have caused.

    It's important to note that the price, including the removal of the Bayway Protection Plan, was indeed negotiated over the phone, and all the terms were discussed and agreed upon at that time. We are committed to honoring the terms of our agreement as discussed during the negotiation.


    Regarding the refund of the $1995 charge for the Bayway Protection Plan, we want to clarify that, based on our negotiation, this charge was included in the final agreed-upon price. Therefore, there won't be a refund issued for it, as it was never part of the deal. (Protection Package was listed on the purchase order that you signed)

    We appreciate your understanding in this matter, and we value your business. If you have any further questions or concerns or need clarification on any aspect of our agreement, please do not hesitate to reach out.
    Thank you for bringing this to our attention, and we look forward to continuing to serve you to the best of our abilities.

  • Initial Complaint

    Date:10/12/2023

    Type:Product Issues
    Status:
    Unresolved
    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 brought a vehicle from bayway Cadillac not 30 days later. Check engine light came on. They want me to pay $7000 worth to repair. I paid for extended warranthey said it doesn't cover anything On the repairs.

    Business Response

    Date: 10/28/2023

    Sorry to hear about that.

    We will issue a full refund of the warranty to the lender. 

    Every cancellation must be refund back to the lien holder.

    Customer Answer

    Date: 11/01/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

    [Provide details of why you are not satisfied with this resolution.]

    Regards,
    I believe that they new the problems with this vehicle before they sold it to me. 7.000.00 $ of work needed after purchase. Something doesn't smell right. 

     

  • Initial Complaint

    Date:04/18/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    This past December, I received a Christmas card from Bayway Cadillac Dealership. They offered me a free oil change on my Cadillac SRX. I brought my car into Bayway dealership on December 8th ,2022. During the time I was waiting, Service let me know. I had a recall on certain parts that need to be replaced. The parts still cover no cost to me. The next Wednesday, December 14th, I brought my car into Bayway dealership service bay. It was in perfect running condition with no defects or electrical when I brought in. The same day I get my car back. When I arrived home. I noticed that my backup screen was blank. It had never gone blank since I first purchased it. The very next day, I brought my car into Bayway, they said too busy that week to take care of my problem. I brought my car back into Bayway on December 20th ,2022 .They gave me a written estimate to repair the problem that they created, at a cost of $981.40. This was to repair the damage that Bayway caused when they were processing my recall. I'm not in agreement. On February 13th,2023 they let me know they countered only charge me $550.00. I still feel they are responsible to complete the repair for the damage they created. I sent them a letter I am not in agreement to pay. They have not responded. sincerely Doan ******

    Business Response

    Date: 05/04/2023

    The repairs that were performed in December 14th,  were suspension related recall. Not sure why the camera stop working.

    We offered Ms. ****** to cover half of the cost or repairing the camera as a good faith, but she refused. We are still standing with the offer if she decides to accept.

    Customer Answer

    Date: 05/15/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

          When I brought my vehicle into Bayway Cadillac , my rear camera was working. Bayway auto mechanic did the assigned work and returned my vehicle. When I arrived at home,

         I did covered that my rear view camera was not working at all. When I took it back the next day, they offered to fix it at a total cost to me. I refused.

          A few day later they agreed to split the cost. I refused.

         Bayway has consistently refused to accept responsibility for the damage their mechanic caused to my vehicle. 

        They are being dishonest in failing to admit their personal damage my Cadillac. I feel they should assume full responsibility .

        Sincerely 

       Doan ******

     



         

     


  • Initial Complaint

    Date:03/18/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 vehicle on, Thursday, March 9 for a regular oil change. They kept it the whole day on the 9th. I had to call them around 5 pm asking for the status. Apparently something is wrong with my computer module after an attempt to do something to it. They would need another day to evaluate. I was then told they ordered a part on for delivery Monday to fix the issue. No update was provided Monday. Then I called Tuesday again was told my service advisor would call me back. I called Wednesday to speak with a manager. The manager was unable to take my call. I called Thursday and spoke with a manager for an update and they said they would call me back. Today is, Saturday, March 18th, and neither the service coordinator nor management has bothered to contact me back after several attempts to ask about the status of my vehicle. I am asking for my vehicle back in good status and I refuse to pay for any attempt of an oil change or service to my vehicle.

    Business Response

    Date: 03/18/2023

    I reached out to Ms. ******** and we are currently working to resolve the issue. We will return her vehicle when is completed without any charges.  

Bayway Cadillac Southwest is NOT a BBB Accredited Business.

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