ComplaintsforCavender Cadillac

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to get fixed and got it back. Later started hearing a noise coming and found out it was still messed up. For the past 3 months been waiting to hear from ****** about getting this problem fixed and no response. My agent tried calling several times to get an update as well and got no response, just a nasty response. I've been concerned about this vehicle breaking down on me and am being given the run around. This is my only vehicle and this car helps me and my wife get around everywhere to our appointments. To be mistreated like this isn't fair and seems a LOT of dealerships in Texas are doing this now.

  Business response

  07/15/2024

  Hello,

  We have been unable to locate a customer by this name in our system. Can you please verify the dealership he went to and also obtain more info to help us locate this customer? Thank you!

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a certified used Cadillac CTS 2019 with just under 17,000miles. I test drove it recognized a slight hesitation with gear shift. They told me it was the strength of the motor and turbo and it was normal. I bought it and about two weeks later noticed the stutter getting worse. I took it in and they told me the same thing and wouldn't accept to check it. I drove it one more week and took it to my mechanic. They informed me that there was a service bulletin on it and it was still under warranty to take it back immediately. I took it and they finally accepted it. It's been 4 weeks. The only communication is me calling them constantly and the issue was a transmission converter. I have been trying for 10 Days to get management to call me to start discussing but back and have been given the complete runaround. I've spoken to everyone but the general manager or owner. It's been very upsetting that I still don't have a vehicle nor was I ever given a loaner. I need a resolution and the only thing that I want is for them to buy it back.

  Business response

  05/15/2024

  Hello,

  Our Service Manager states she has spoken to **************.  The vehicle is fixed and has been fixed. She has refused to come and pick up her vehicle because she wants a buy back. Thank you, ***********

  Customer response

  05/15/2024

  Complaint: 21701580
  
  I am rejecting this response because:

  The vehicle was completed with repairs on 5/10 but I spoke with the service manager that I wasn't comfortable accepting because I wanted it bought back. I was told that she was escalating and get back to me. I didn't get a response so I went in person on 5/15. I was explained that the dealership didn't make those decisions that it comes from the manufacturer. I was told that I'll get notified of that decision over the next couple of months. Well I received a text that my request was denied. I asked for a formal documented denial not just a text. I would like to appeal the denial. The issues that were repaired should not happen at 17K miles those issues happen much later in the transmission life. 
  
  Regards,
  
  ******************************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 F250. I was told that their dealership could not program the tire sensors. I took it to a local shop and they informed me that the sensors were removed when the dealership (or whoever they had do the work) changed the tires. They also told me that the reason that the tires needed to be changed was because there were major issues with three of the four suspension arms in the front end (in their opinion). I was forced to spend over $1000 out of pocket and the extended warranty covered the parts that needed to be fixed (although they said they were going to get the money back from the dealership as they had not done what they said). I would like to recover the amount of money that I paid out of pocket for these repairs.

  Business response

  03/28/2024

  The General Manager stated that **************** purchased a truck that had aftermarket oversized rims and tires. The truck was sold "as-is" which is why he purchased an extended service contract. We have been in contact with him multiple times and he wasnt satisfied with our conversation. He will not be reimbursed for anything. He submitted his complaint after we talked. Thank you. ***********
  
  
  

  Customer response

  04/02/2024

  Complaint: 21472315
  
  I am rejecting this response because:

  I contacted their company through their online message board.   I informed them of the issues stated earlier.  The extended warranty diid not cover the missing tire sensors nor did it cover the alignment needed after doing the necessary work.  This work was needed for 2 reasons.  First because whoever changed the tire took out the sensors and were perfectly aware they were missing when putting on the truck.  This is the bill for $629.57.  The salesman said they could not get the truck to stop showing a sensor mistake and that I could go to any tire place and they would program this.  This obviously is more of a problem than just having someone program these.  Secondly, my portion of the repair for the tie rod ends and steering drag repair was $416.68. This is the $250 deductible plus the alignment that was needed after repairs.  Both of these were broken before I purchased the vehicle and should be paid for as I was told that the vehicle had gone through an inspection and that was the reason for the new tires.  The shop told me that this should have been caught at the dealership.  They also told me (at the shop) that the sensors missing were a safety violation and that the vehicle should not have been sold this way.  This company took advantage of me because I needed the vehicle to get home (as I am from *********) otherwise I would have taken it back to the dealership and dealt with them personally.  I only wish to be reimbursed for repairs that were necessary to bring this vehicle up to the value that I purchased the vehicle for.  I paid full KBB when this vehicle needed repairs that were not done by the dealership.  Lastly, the rims on this vehicle are stock sized, the tires are oversized (wide).  This was done by the dealership to make the vehicle more sellable.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refer to attachment, not enough space

  Business response

  03/21/2024

  I spoke with our Service Manager, and he has called and spoke to ******************** again. ******************** confirmed that this complaint was filed after their initial meeting and before he returned to have the vehicle inspected. ******************** also confirmed that he would close this case. Please advise us if this has been closed. Thank you. ***********

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been going to Cavender Caddillac here in *******, Texas for a while now every time I go they are never accommodating me with a loaner you guys do not have enough loaners here so it makes total nonsense to even have service done. I bought this car brand new from the ****** location and I never had this issue. The reason I go to Caddillac is to be able to be accommodated with the courtesy and the customer service at this ********************** is kinda like were thrown under the rug I take my car for service I may not get a car back for a few days then you guys give me a call and tell me that we cant get a loaner. Theres no sense in purchasing this vehicle here and ******* as opposed to going to a big city And being treated different and here I am right now in the middle of winter with my vehicle where I paid extra extended warranty, on a brand new vehicle and Im walking my kids to school in 40 weather. This is not what I went to Caddillac for I have been dealing with Cadillac for years and this is the worst location you guys have got to help quickly.

  Business response

  12/01/2023

  Hello,

  Our Cavender Cadillac dealership is in ***********, **. We do not have a dealership in *******, **. I am unable to help her for the issues she's having there. 

  Thank you, ***********

  Customer response

  12/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2020 ****** Tacoma from Cavender Caddilac earlier this month. I made the drive down from ******* to *********** for this deal. The truck drove great, but my father who accompanied me looked under the hood to be sure there were no glaring issues. He noticed that the truck seemed low on coolant, which would be surprising for a truck this new. Our salesman, *******, assured us that there should not be an issue and if there was that Cavender always makes it right. Fast forward to last week, we did check the coolant once we got back into town and saw that it was actually near bone dry We filled it with the proper coolant and made sure it was where it needed to be. Fast forward another week and I decide to check if the levels had held it had not and was where it was before. I called ******* the next day to let his superiors know that I may be calling in on their promise to make it right like they always do. I took it into my local ****** ASAP and decided not to drive it until it was time to take it to them for inspection as to prevent damage to the truck. My local ****** inspected the truck and discovered that the radiators plastic siding actually had a crack in it that was causing this constant loss of coolant. The bill for the repairs totaled out to $924 to fix this issue they sold the truck to me with without regard to my safety driving it 6 hours home. I called and let them know about the issue. They finally got back to me two days later and essentially said that I would have to drive back down to *********** if I wanted them to fix this. I asked them about a dealership in town here with their same name, they said that they would maybe be able to do that but could not promise that they would do that either. I had to bring this up for it to even be on the table and they still said maybe. So my only option theyve presented me so far that they will commit to is make the 6 hour drive back down to *********** for them to fix the issue. Yes you heard that right, drive another 6 hours on a broken radiator to resolve this issue. They want me to put the truck in jeopardy and my own safety for them to fix the truck that shouldnt have been sold with that issue rather than reimburse me for the work. *** been unable to use my only transportation for nearly a week now because of this and have suffered financially as a result, and they want me to suffer more financially to fix their mistake. If this is Making things right the Cavender family should be ashamed of themselves. I will not be without my only source of transportation while they take another week to decide if they maybe want to have their dealership out here fix it. My salesman ******* was actually the one who informed me in the midst of these discussions that he believes the dealership needs to make it right especially because of how unsafe it was to drive which I had not considered before then. None of these superiors have reached out to me at the writing of this and are forcing their salesman ******* to relay their unethical business practices to me. If I hear from them and a resolution is accomplished I will update the review accordingly.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2016 **** Explorer from Cavender Cadillac. We went to a bigger dealership with the hopes that they would be more thorough in their used car sales. Less likely to have issues. And we couldn't have been more wrong. They got us into a $16000 SUV that has nothing but problems. They did nothing to fix the situation. Let me explain.We bought the car on Saturday 1/07/23. Transmission light came on within HOURS. By then the dealership was closed. And they were closed on Sunday. We messaged the salesman, *****. He said they would make it right and talking to his supervisor. By monday more lights has turned on for the *** and traction system. They took the car in on Monday to be worked on. They gave us a loaner vehicle. Cant forget to mention the loaner had a dead battery and we had to jump it every single time we started the car. Then when we come back to pick up our car on Friday. They said they fixed the issue. Showed us an invoice from their mechanic saying they fixed the problem and it cost them $800. They DID NOT give us a copy. Less than a day later all the same lights came back on. Transmission light included. The sales guy acted like they did us the courtesy of fixing it and giving us a loaner. And at least we bought a warranty. In reality they sold us a car with a bad transmission and even more work needed. They sold us a car that could kill our family if the *** and traction system went out at the right time. Stay away from their used cars! They don't care about anything but the sale. They kept the car long enough to keep us in the contract and didn't fix anything. We are going to be paying a deductible before we even make out first monthly payment!

  Business response

  01/24/2023

  Thank you for reaching out. The store owner, Mr. ******************************** with **************** earlier this morning. He will be bringing the Explorer for ** to repair.  We will send it to our Ford

  store and **************** will be provided a loaner vehicle from us.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  11/4/21 I contacted Cavender **************** and talked to *************************. I let him know that my wife's 2020 Range Rover Evoque was involved in an accident and that I had already talked to the insurance company. I then sent him an email with the pictures of the damage. After he looked at the pictures he stated that both driver side doors would have to be replaced and they would be on backorder for 4 weeks and probably would need a new *** pillar as well. He also said that he would need the car before they could order them. Additionally, he stated that as soon as the car was in their possession they would tare it down, so if anything else was needed, they would order those parts as well. That way they would have everything when the doors arrived in 4 weeks. 11/5 towed car to shop. That morning emailed ************************* asking him t let me know when the car arrived. He replied back at 10:24 am "will do". At 4:46 pm and not hearing from him I emailed him again asking if it had arrived. At 7:35 pm he emailed me back stating "it did about 4:00pm....thanks". 12/15 called ***** and left a voicemail asking him to give me a call. No return call.12/17 emailed *****, no reply. He did call my wife at work to tell her they were still waiting on parts. 1/26/22 emailed *****, no reply. 2/2 we were told earliest car would be ready was 2/15. 2/14 I called Cavender and talked to ******* He informed me they were still waiting on the *** Pillar. I asked him when the *** Pillar was order and he told me it was late December. I informed him that ***** was suppose to order that part when they ordered the doors in early November. He checked with parts **** and they said the part would be in a couple of days and would be painted the week of 2/21. 3/2 called ****** and he said the car was being assembled, but they needed to order door seals and they are on backorder for 3 weeks from England. We now have and estimated 4 more weeks until completed.

  Business response

  03/08/2022

  Hello,

  I have spoken to the **************** Director instead of ************** about this.  He called the Parts Director who was able to track down the parts from across the nation and will be able to have parts here Monday and most likely to Collision late Monday or early Tuesday.  He is going to have the car looked over and cleaned so they can install the part and be ready to go.  He was going to contact ****************** and let them know.  Please let me know if ****************** has not heard from ************** with updates.  Thank you. Amy 

  Customer response

  03/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug 24, 21, I tried to cosign for a 2014 ****** Juke for $17,862.65 for my grand-daughter *********************** who lives with me. I was told by the salesman Mr. *************************** that ******** credit was too low so I bought the car with ****** as cosigner. It was an as is car but ***************** said that he was able to get me their great warranty with their company MasterTech their at Cavender, warranty was $3,150 for 3 years. He said anything goes wrong within 3 years to bring to bring it back to their service department. On 7 Oct 21 ****** drove the car to ******, Texas and the car start making popping sounds. She stopped at Auto Zone, mechanic could not find anything wrong. When she returned I called Cavender's service department to make an appointment to have it checked out. I was told that Cavender that they didn't work on ******, to take it to any ****** dealer with the warranty. We took it to ***************, they checked the car out and said the popping sound was strut and arms and it was cost $1,500.00 to repair because our MasterTech warranty did not cover these items. They charged my $115.00 for diagnosis. I called **************** at Cavender to tell him what ****** said about the warranty and he told me to bring it back to Cavender's service departmen to have them check it out because the warranty was only no cost repair at Cavender. We brought the car back to Cavender they said nothing was wrong with the strut and arms. The technician said it was something wrong with the air conditioning but my MasterTech warranty needed to be upgraded to at least the Elite plan to cover the repairs. I tried to get the plan upgraded by Cavender (at least 5 in person visits and 10 calls) to no avail. I cancelled the warranty 12 Dec, 21 and was promised by **************** my warranty would be returned to my credit union and Mr. ***** Cavender said he would return my money or get me the better warranty on 28 Jan 22. Today 18 Feb 22, I still haven't received either.

  Business response

  03/02/2022

  I spoke to the Finance Director this morning and she stated that there is some miscommunication between us and *******************.  We did not cancel her warranty policy and that's why she did not receive a refund.  Instead, we upgraded her existing Primary coverage to Elite at no charge to her. ******* wasn't made aware of this so, when he spoke to her, he understood it as being canceled and she would be receiving a refund.  Our finance director called and spoke to ******************* after my conversation with her and explained everything.  She is very happy because this is really what she wanted instead of a refund.  We apologized for the confusion and lack of communication between her and us.  She is very satisfied with this outcome.  Thank you. *** Fair

  Customer response

  03/28/2022

  
  My name is ***************************** and I filed a complaint against Cavender Cadillac on 02/19/2022 and an additional complaint on 03/11/2022. We called today and heard that the case was now closed (weeks ago and we had not heard anything) and even had the company's (CC) statement read to us by a BBB representative. However, Cavender Cadillac never sold us another warranty and there's more to report on the situation. 
  
  Below I have provided some documents with what *************** and ********* diagnosed wrong with the vehicle with over 18 problems with the car. After Cavender took a look at the vehicle 03/09/2022, they declared that nothing is wrong with the vehicle, but our documents prove otherwise. 
  
  I would like to schedule a phone with you as soon as possible to discuss the situation and details at hand, if available. 
  

  Business response

  03/29/2022

  I never received an additional complaint on 3/11/22. I responded to her initial complaint (2/19/22) on 3/2/22 and on 3/18/22 I received an email from the BBB indicating "the BBB has not heard back from the consumer. Therefore, the complaint has been closed." Why is she claiming she has not heard anything? Here is our side of the story. I have documentation that ******* did speak to her on the phone on 3/2/22 and explained everything to ******************.  She informed her that we upgraded her Primary coverage to Elite at NO CHARGE TO HER. ****************** is stating that we never sold them another warranty. That's because it was a free upgrade to what she initially purchased. In ********* documentation, she states after speaking with ****************** she is very happy because this is what she really wanted instead of a refund. She loves the car she has and just simply wants it fixed without any inconvenience to her. 

  In addition, ******* spoke to Mr. ******************** in regard to paying for the necessary repairs that have been or are yet to be done to her vehicle.  Now ****************** is submitting more **** ****** and ********* documents of work that needs to be done or has already been done by them and she states we declared that nothing is wrong with the vehicle.  That is NOT TRUE. I don't know how this is getting so mixed up when we are truly making attempts to help her get her vehicle fixed.  I am waiting for ******* to call me back about this, but ****************** needs to reach out to her as well and go over everything with her again.  She is definitely confused about what has taken place.  Thank you. ***

  Customer response

  04/01/2022

  I reject the response. ****** and I went to see ******* this morning to get the warranty.  We where there for  over 2 hours. She said they had 2 options I could trade in the Juke for a ****** with over ****** miles costing $17"000 plus  a ***** warranty or a online car for about the same price.  These were our options. No Elite warranty for the Juke was an option. 

  Business response

  04/04/2022

  I spoke to ******* today. She apologized for all of the confusion in reference to ******************. She initially requested a cancellation of the extended warranty she purchased with her vehicle, and she wanted to use the refund to purchase a warranty from RBFCU.  ******* was upgrading her to an Elite Warranty with us and she did get an exception to do that. In the meantime, the accounting department sent the refund of $2,753.50 to RBFCU and the upgrade was cancelled. ****************** was at the dealership on Friday 4/1/22 and ******* explained to her that RBFCU had her $2,753.50 and it was posted to her balanced owed.  ******* offered to trade her Juke for a 2015 Kia ******** with ****** miles and it qualified for a Platinum Warranty with it.  Mr. ***** Cavender also explained to her that we could trade her out of the vehicle as well.  She responded to ***** that they would be back Saturday 4/2/22 with ******** father so he can see the car.  We have not heard from her as of yet. Thank you. 

  Customer response

  04/08/2022

  Complaint: ********
  I'm rejecting offer from Cavender because I don't want to trade in the Juke which has a balance of $13,000 for another used car which may have even more problems than the Juke at a cost of $21,000 with warranty.
  Regards,
  
  
  *****************************

• Initial Complaint

  12/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I contacted the subject company and inquired about a vehicle. *********************, the salesperson, contacted me and told me they had the vehicle. He sent pictures, detailed information, and pricing. I explained that I would not be able to get to *********** due to my mobility disabilities and he said that would not be a problem. He told me he would call me on 12/3/21 so I can do the paperwork and I began planning for it to be picked up by a transporter. **************** scheduled the call for Friday at ****. He called me Friday night and said the finance manager was out and they would call me on Saturday because she was the only person that could do an electronic transaction. Something did not seem right because the website indicated that purchases could be made online. Therefore, I asked him if the vehicle was still there and that I needed to purchase the car mats and had contacted transporters since I could not get to ***********. He told me the car was still there and when I purchase the mats, he would put them in the car before the transporter arrive to pick up the vehicle. I explained to him how much I would put down because I initially said zero down. I told him I would have the transporter pick up the vehicle on Monday or Tuesday and inquired if he would be working, to which he replied he would. I waited on Saturday for the call. I never heard from them and called today, 12/6/21, to learn the vehicle had been sold. I questioned how and told **************** that it was not fair to me because I was waiting for the finance manager to call me as he told me she would. **************** indicated that the vehicle was not mine until purchased and anyone could get it. He then stated that I could purchase the ******* vehicle that was available and that he was searching to find another vehicle as I had requested. I said no thank you and terminated the call. Most dealerships would have allowed me to pay my down payment. They gave me the runaround after receiving my drivers' license.

  Business response

  12/10/2021

  Hello,

  ******************** is the Sales Director and he said he reached out to **************** and hasn't gotten a response.  He left his contact info for her to call him back. Thank you. Amy 

  Customer response

  12/14/2021

  Complaint: 16335779
  
  I am rejecting this response because:
  
  No one has attempted to contact me via voice or email. Please show some integrity and tell the truth, just once, give it a try. 
  
  Regards,
  
  *************************

  Business response

  12/15/2021

  I am going to reach out to ******* and confirm that he is calling the same phone # that is list in the Customer Information area of the complaint and have him call **************** again.  Thank you. 

  Customer response

  12/16/2021

  Complaint: 16335779
  
  I am rejecting this response because: they have not attempted to contact me via email or phone. I have no messages either. 
  
  Regards,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩