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:02/28/2025

  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.

  On August ******* I drove all the way to ****, ********** to purchase a 2016 Cadillac Ats V from Larson Cadillac. My bank wrote me a check to be able to purchase the car technically as a cash sale. The check was written for around $41,000. When arriving everything seemed good with the car, the car fax, ect and i signed the papers and left. On September ******* my bank called me saying they never received the title. I got in contact with the dealership and they reassured me that it was sent by *** and also faxed over.I took their word and let my bank know. January ******* I called my bank to see if I could refinance the vehicle through them. They let me know there was a flag on my account in regards to the title, they let me know that they never received the title.On January ******* I contacted the dealership and spoke with the financial manager and she said she would have to reach out to HR regarding the matter. On January 20, I reached out again to get an update but she refused to speak to me. On February 21 I was able to finally speak to a manager and his name is ***** **********, he brushed it off as if it was no big deal that the title was never sent out and that they were trying to contact nevada dmv February ******* ***** ********** still had no update to ask and still failed to give me a reason as to why the title was never sent out. I currently have the case open with the *************************, the financial bureau, **********************, and the *** currently. After doing some extended research I was able to get the vehicle's title history. The dealership never signed the title on the vehicle to even be able to sell it. The last title that was issued and signed over to a dealership in 2019. I have all the paperwork in regard to the car agreement, previous titles, conversations between me and the dmv that they never received the title, my emails, text messages between the dealership and me, and much more.

  Business Response

  Date: 03/18/2025

  We have provided the necessary documents to the Lienholder for vehicle registration in *******  They received it on 3/14/25, with *** tracking ID ******************.

• Initial Complaint

  Date:06/26/2024

  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.

  Hello, I'm *********************. I want to make a complaint about Larson Cadillac in **** Washington why they lasted 11 months with my truck without being able to fix it supposedly that GM in **************** was on strike for three months. I even sent them a voicemail from the Service manager about how he told me that I was leaving. to TOWING MY TRUCK, but they were paid on Friday!!! They even charged me for having it as Storage for my truck there, almost $1000. I felt pressured and threatened and they already had my truck ready for TOWING to take it but that same Friday I went for They had even removed some parts from my truck that I realized and I told them I'm going to go to the store where I bought the system so they can pay me what you removed and the next day, I went and they had already supposedly found the parts that were missing. They had been removed, I also took a photo where they left a hole at the bottom where they did not put the cover on the GEARBOX, it looks dry and wet!!! also when I left my truck there with them EVERYTHING was working and it turns out that when I picked it up the ** lines were NOT working, they were loose and blown hot air and I had fixed them, they were new and also the passenger door did not open. They screwed up the (Door latch lock actuator) Also CRUISE CONTROL, PARK ASSIST, BLIND SPOT/REAR CROSS TRAFFIC, LANE DEPARTURE ALERT, LANE ASSIST, COLLISION SENSOR AND THE REVERSE LIGHT ALL THAT DONT WORK, and it was working all the time when I left it, but I couldn't argue with them because I never beat them and what they want is money, money, money, the more they get, the better for them. I hope you can help me with this and I sent you the photos and the voicemail that the manager left me. Thank you very much for your time. I hope to hear from you soon because you abused me.

  Business Response

  Date: 07/02/2024

  This was an insurance claim, so I believe this took sometime to get approved. Once it was approved they continued to take apart the engine to see what the tech discovered.
  The customer needed an engine, wire harness, converter, fuse block, o2 sensors. It looks like the 1st payment was received on 10/25/2023 for $1351.14 then 11/8/2023 for $5837.41. During this time he was very hard to reach, several messages were left that he need to come in and pay for all the work that had been done and there were still issues with his vehicle then.
  

  He needed an ac condenser was leaking and whoever installed the aftermarket parts did not install them correctly. He has some company splice into the wire harness a police scanner jammer in the front grill, but wires were spliced into the harness incorrectly. Also, he installed subwoofers in the rear of his vehicle that were again installed through the radio system poorly.We recommended and active grill shutter and for him to have all the aftermarket wiring taken out and installed correctly. 
  
  The passenger door lock needed further diagnosed but he did not want to pay for that. We did look at the driver's door lock and the door locking rod was broken and someone had glued it together at some point in time.The customer didn't want us to fix it. In regard to the park assist, blind spot/rear cross traffic, lane departure alert and the reverse lights we knew nothing of that. 
  
  We did leave a message that he needed to come in and pay, and also sent him a certified letter.  He never replied until 2 hours before his vehicle was going be towed.  He showed up to see if we could give him 5 more days to pay which he came in and paid the bill, then took his vehicle. 

  There will be no billing adjustment.

  Customer Answer

  Date: 07/08/2024

  Se me olvido de decirles algo mas en los papeles que les mande en photo me aumentaron el precio como unos 2000 dolares as miran una de las fotos donde le marque con marcador y otros errores que hicieron en forma de sacarme mas dinero (If I forget to say something, but on the papers they send me in a photo, the price will increase by as much as 2000 dollars as I look at one of the photos where I **** it with a ****er and other errors that will be made in the form of a cash payment but money)

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 brought my 2018 GMC Acadia in because it started to shudder when I would go over 20mph and when I would put it in Park and error is displayed that says Shift to Park(known GMC issue). I hate this dealership due to other issues when I took it in a year ago but I had a warranty and was required to take it there. The *** called that afternoon and it was their recommendation that it needed a new transmission. I then advised him that I had a *************************** Warranty that was included with my purchase because it was a Certified Vehicle. He let me know that he would call the company and submit the claim and it could take 2-3 days to receive a response. I asked for a loaner car as I was told when I purchased the car that if it needed to stay for over 24 hours, a car would be provided. He refused and said that they do not have loaners to give out, I requested a rental car but I was told I would have to pay for this on my own. Early the next morning I received a call from the Service Manager, ***** and he told me that my warranty claim was denied because the transmission was not showing an error code, he also said that I needed to provide all of the Service Records on the vehicle, which I was able to provide for the last 3 years as I have had regular service. Something didnt sit right with me so I called the ******************* myself which is when I was told that the *** did call the day before to ask about my warranty but he was going to call back once the diagnosis was complete so they could make a decision. Remind you that when the *** did call them to check on the warranty, they did have a diagnosis because I was the one that told them after they said I needed a new transmission. I immediately called ***** and told him that I knew he lied to me and it wasnt the warranty department denying my claim but it was in fact him!!! He told me he did and that it was recorded so maybe they just didnt log the call. He later told me that he wanted to talk to me, man to woman (whatever that means) and told me I needed to provide service records, which I had already sent over. He then told me that he would resubmit the claim and lets wait for a response. The next morning I received a call that they would now cover my claim and the transmission would be covered but I would NOT get a loaner or rental car. I insisted that this should be covered as it was advertised to me when I purchased the car, its on their website, and they have billboards advertising it. He told me he would cover 75% but couldnt lose too much money so I needed to pay for 25%. I was beyond done at the this point and told him I just needed a car which is when he said Enterprise was out of cars and I wouldnt be able to get a car for another 2 days. I called BS and he called me back and said that one was being returned and I could come that afternoon to get it. Enterprise ALWAYS has cars. My car was done 2 weeks later on a Friday afternoon but I was out of town and so I said I would come on Saturday to get it. They are now closed on Saturdays so I would have to wait till Monday but of course I needed to pay for the extra 2 days of rental because I couldnt come on Friday when it was done. So I was indeed charged for 25% of a rental plus an extra 2 days and 4 hours. I was charged $230 for the 25% of the Rental car plus another $190 for the 2 days because they are now closed on Saturdays. It may not be a big deal for some but that is money I should be refunded ($420) as its clearly advertised that a loaner will be provided. I even suggested that they call another Larson location to grab a loaner but they said that was not possible. I would also like to add that the Shift to Park error is still happening after I was told this was be fixed as part of the transmission repair but that's not the case. I don't want to work with this dealership again and I don't want to fight with them to take it back it to have this issue fixed. I will find another service repair place to work with.

  Business Response

  Date: 04/19/2024

  The customer did ask for a loaner and we explained that we no longer have loaners and that we could do a rental from Enterprise. She was upset that we didn't have loaners, we agreed help out with a rental and cover 75% and she would cover the other 25%. 
  

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21591052
  
  I am rejecting this response because:

  The point that I'm trying to make is if your company is no longer providing loaner vehicles for services that require them to be held longer than 24 hours, then don't advertise that on your marketing materials.  It's false advertising and just plan wrong and for ***** to just make up a percentage on how he felt for the day is dumb.  Clearly they are just making up what they will and won't honor based on the day and the customer.  

   

  Sincerely,

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

  Business Response

  Date: 04/30/2024

  We are issuing re-imbursement to the customer as they should not have had to pay for 25% of the cost of the rental vehicle.

  Customer Answer

  Date: 05/06/2024

   
  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.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:02/20/2024

  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.

  Left several messages with service department with no phone calls back have been told my car would be done next morning and now it's two days later with no phone calls reminding me when I would have my car ready. Tried emailing now having to rent a car a third day, which is costing me time and money.

  Business Response

  Date: 03/01/2024

  The lift kit on the vehicle was installed prior to our purchase and were not Factory or Dealer installed.  This was disclosed to the buyer during the purchase and acknowledged by the buyer. 

• Initial Complaint

  Date:02/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Posted on 06/16/22 $100 to hold a Cadillac Lyric. Left message about month ago giving Date posted, trans date, and amount. Also gave ref #. Never got call back. Tried another day and talked to finance said I would receive refund. Been about three weeks. Today I left another message very late but feel I should complain because I've tried 3 time to get a simple refund!!

  Business Response

  Date: 02/28/2023

  We thank ************ for his patience as we were able to initiate his refund from ************** directly back to his credit card account today.  We also apologize to him for the lateness of our response, which should have occurred immediately.  

  Customer Answer

  Date: 03/17/2023

  It needs to be reopened because business has told me that they found my deposit snd I would get a refund. I have not received said refund. I have been told it would be taken care I believe 4 times and have probably spent about 6 to 8 hours. At this point they should pay me something for my time and frustration. Goodwill goes a long way and at this point they need to provide some!

  Customer Answer

  Date: 04/19/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/10/2023

  Type:Sales and Advertising 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.

  In December 2022 I made an agreement to purchase a car fully in cash from Larson Cadillac. On top of being told numerous bold faced lies during the process, Larson Cadillac ran my credit even though I never consented to it, and was not seeking financing.

  Business Response

  Date: 01/12/2023

  We have connected with the customer and together are working on inquiry removal with his assistance.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18714288
  
  I am rejecting this response because: Business told me to deal with it myself, even though there is no pathway to do so. 
  
  Sincerely,
  
  Matt  

• Initial Complaint

  Date:07/06/2022

  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.

  Scheduled my vehicle to have three things looked at. Driver side step working intermittently, potential transmission leak, and a possible void between the glass of the passenger window. When I dropped it off at 8AM on July 1st the front desk clerk said it would hopefully be done that afternoon. I waited until about 4-4:30PM to call to just ask for a status update on the vehicle. The lady on the phone advised me that the notes were not complete and that the technician had left for the day. I asked if she knew when it would be done, as i was not expecting this to me a multi-day process, she told me that she will talk to the tech in the morning, and she would be able to answer the question after 10AM the next day July 2nd. After waiting all day for a call, there was not a missed call from Larson Cadillac. With Sunday being closed and Monday being a holiday, I had to wait until Tuesday July 5th. I called 3 times on July 5th. The first 2 times i was assured that the service advisor would give me a call back, the third time a different person answered and told me that he isn't even working today?! Today is now July 6th and I've called another two times, the first time the service front desk told me she spoke to the service advisor, and he will give me a call in one hour, it was 11:15AM at this time. I figured my patience has finally paid off, i was wrong. I waited until 2:45PM to call again for an update, and the front desk lady told me once again, that he is busy and isn't answering, she will send him another message to get back to me. This has got to be the worst customer service I have ever experienced. I will never do business with Larson Cadillac again.

• Initial Complaint

  Date:07/05/2022

  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 june 17 2022 I took my 2015 Cadillac ats to them because of rubbing sounds when breaking. We told them we thought it was the breaks and figured the rotors would need to be replaced because the noise its making. We were told it was going to be $1450 plus taxes.later that day they called to let us know that they got the part but it was the wrong parts so I needed to come get it and bring it back on Wednesday the 23 of June. I showed up at **** and left at ****.i was charged $800 for labor alone.i asked for my old parts. When I looked at them I was not happy to see that it really didn't look like anything was wrong with them and when I took them to less ****** to get their opinion I was told one set had 60 percent left on one of the set and there was no reason to change any of them. When I called to let Larson's know and they tried telling me that my husband told them just to change all of them and what he said was if they need to be replaced then replace them.not replace ones that don't need to be replaced..I've attached pictures of the rotors the **** and a estimated how much a fair rice for rotor and pads will cost. The reason is because Larson was the 2 contact under the contacts to get them done. I have an appointment coming up on I think the 27 of july.because the car is still make ng the rubbing sounds now worse.

  Business Response

  Date: 07/06/2022

  Our Service Manager has contacted the client and they are scheduled to bring in the vehicle later this month.  At that time a resolution will be made.

  Customer Answer

  Date: 08/04/2022

  I was reading over my review and Larson said that it has been resolved and it HAS NOT been resolved by any means. There is not a spot where I can even commented that they have not resolved this issue at all. My breaks are still out and Im still out $1550.00 for nothing.

  Business Response

  Date: 08/16/2022

  The customer came in and drove the vehicle with the service manager.  The brakes operated normal and the described issue was not duplicated.  We have tried to accommodate this customer in every way possible.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17519492
  
  I am rejecting this response because I went in to give them a chance to make this right and they have not done anything to accommodate me. My point is they charged me $1550.00 for brakes and rotors that did not need to be changed they still had over 60 percent left on them. They charged me $800 for labor when they worked on my car for one hour and a half. They over charged me for the parts that were not needed. I want  to be chargers for what I got. Im not ok with paying $400 an hour for something that did not need to be done. They are mechanics and should be able to tell when something does not need to be replaced. They were taking advantage of me thinking I wouldnt know and thy got busted now I need some help to make this right please
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/23/2022

  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.

  My wife, ************************* purchased a 2014 Kia ******** from this business on 12/29/21. The sales agent assured her that there existed a back up FOB that would be provided when located. After a few weeks and getting no where on this issue, I contacted the Sales Manager (I did not note his name). The sales manager stated that he had a "roving" technician that provided extra FOBs and that my wife could meet him the next time that he was planning to be at a location that was closer to our home. I asked the manager to please contact my wife and coordinate this. After a few weeks of not hearing anything, I contacted the dealership again and learned that the sales manager that I had spoken to was no longer employed there. I explained our situation to the new Sales Manager, ******************************* *********************************************** ********************** stated that since we had nothing in writing, the best he would be able to do was have us take the vehicle to a Kia *********** have a FOB made, send him the **** and he would reimburse us half the cost. We did this on 5/11/22. I emailed the **** to ********************** and followed up with a phone call a few days later (a message was left). As of today (5/23/22), I have not received payment or heard from **********************.

  Business Response

  Date: 06/03/2022

  With the assistance of the customer providing a receipt, we have resolved this issue.  We appreciate very much the patience given us by them.

  Customer Answer

  Date: 06/09/2022

   
  Complaint: 17243973
  
  I am rejecting this response because: Have been assured that the check is in process, however not yet received. I will notify BBB when received.

  
  
  Sincerely,
  
  *********************