Complaints

• Initial Complaint

  16/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  **** ****** ******** ******* I am writing to file a complaint regarding a $***** deposit from I paid to McNaught Cadillac on July 9th, 2024, for a Lincoln vehicle. During the test drive, my husband and I discovered an issue with the display in the back seat of the car. As a result, we decided not to proceed with the purchase and negotiated with the dealership for a refund of the deposit. Despite this, McNaught Cadillac has refused to return the $***** deposit. We were never informed—either verbally or in writing—that the deposit was non-refundable. To make matters worse, the dealership's dismissive attitude has been incredibly frustrating. On July 19th, we spoke with the sales manager, who promised to resolve the issue the following day. However, we have yet to receive any follow-up communication from him or the dealership. The poor service and lack of responsiveness from McNaught Cadillac have been deeply disappointing, and I believe this is unacceptable. I am seeking assistance from the BBB to intervene in this matter and ensure that my deposit is refunded promptly. ****** *** ** **** ** *** ******* ******* ** ************* *** ****** ** **** ******* **** ****** ***** *** *** **** ********* *** *********** 

  Business response

  16/09/2024

  In March of 2024 said complainant came in to test drive an Escalade, insisted he wanted to purchase said vehicle, left a deposit, we provided him the vehicle to drive over the weekend under the pre-text he was purchasing it.  Vehicle was dropped off after hours on Sunday, and he never returned any calls for a few weeks then returned suddenly for a refund for his deposit because he did not take delivery, and we returned his deposit.

  On July 9th, same customer came in to test drive the Lincoln question, and advised wanted to finance with $****** cash down.  We advised we would submit the application and advised we DID NOT WANT A DEPOSIT with the assumption he would do the same thing.  He was approved as inquired came back on the Friday, asked if we can get him approved with $****** down.  He also asked to leave a deposit at this time, which we said we weren't interested.  He further went on to offer a $***** deposit to show his commitment, and asked to take the vehicle over the weekend, while we work on his approval, and my sales manager at that time advised we will take the deposit but will be non-refundable if we provide him the vehicle for the weekend, and have his financing approved.  He agreed and we took his deposit.  He took the vehicle for the weekend, dropped it off on the Sunday evening after hours, once again, we advised of his new approval, and he let us know he would have his cash down-payment ready by the 17th.  We called and tried to schedule a date to take delivery, and never received any response.  A few weeks later, yet again he came in to ask for his deposit back, which was where my sales manager said no, since we had removed this vehicle from the market for nearly 2 weeks, and after we advised him first that we didn't want a deposit until we had an approval, and then that it would be non-refundable, as he took the vehicle for the weekend, a second time.

  I have advised my manager that we will be issuing the refund to the customer, as I have never held a deposit in my 11 years at this store, however I do understand in this case why my manager would have been less willing to return the refund in this situation, ** ** **** ***** ********* **** **** *********** ***** **** 

   

  Customer response

  16/09/2024

   
  Complaint: ********  
  I am rejecting this response because:

  1, The deposit for the Escalade was not refunded, which is why I need to choose another car from their dealership. I want to refund the deposit for the Escalade because Bruce, the salesperson who has been in contact with me, resigned. The $*** deposit for the Escalade was used for the deposit for the Lincoln, which is why I only paid $****. ****** *** *** ******** ******* * *****

  2, You said you didn't want us to pay the deposit when I applied for the Lincoln on July 9, so please see ** ******** ******** ***** ** the receipt for the deposit paid on that day. ****** *** *** ***** ** ******* *** ***** *** ****** **** ** ******* **** * **** *** ********

  3, You said you took the car off the market for two weeks, ***** ** * **** ******* the car was always on the market. Even when we went to talk to the sales manager about the deposit, he refused our request because the car was very popular and people were still asking for it that day.

  4, We sincerely hope to reach a settlement with them, but you have never given us any response. Your sales manager said he would call me the next day, but I have not received any news from your dealership so far.

  
  Sincerely,
  
  Tianzhi ***

  Business response

  27/09/2024

  I have worked with the details provided to me.  In looking at the file, all of this information provided is accurate,  but we do not have Liu on our files anywhere.  It was mentioned we haven't called, but we are contacting the client/name we have showing as having made the deposit, to simply come to the store, provide id, and we will provide the refund, since at this point the person with the concern, is not on our file.  But again,  acknowledge and accept the fact the deposit will be refunded, in person, at the Cadillac store.

  Claude ********

   

  Customer response

  27/09/2024

   
  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,
  
  Tianzhi ***

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 23, 2023, I bought a certified pre-owned 2016 Hyundai Tucson from McNaught for $********* CAD(included a $*** warranty package that included a certified 150+ point inspection within three months). Within three months, the car experienced multiple issues, including brake light malfunction, a severe bend in the right rear wheel, and engine problems. Last week, I frequently went to communicate about this matter, but there was no result. Allow me to elaborate on the specifics. 2024.2.2, I took the car for its third repair, due to the engine oil light appear on the dashboard. They said I have to pay $*** to replace the engine oil pressure sensor, because it not covered under the $*** package but the sensor was replaced, the malfunction persisted. They not charging me and let me drive the car away without keeping it for further inspection when they couldn't ensure its safety, * ***** ** ** *************. *** *** **** ** **** **** ** ***** ****** *** ******* ***** *** ******* ******** *******. A few days later, I was involved in a traffic accident, rendering it unable to be taken back to the dealership for further inspection. April 23rd ,I bring the car back to the dealership. The repair personnel Angela informed me the car needs an engine replacement. 2024.04.24, The dealership refused responsibility for the costly engine replacement, blaming it on a design flaw by Hyundai. Hyundai said the engine light hasn't appeared yet, so the engine has not deteriorated to the point of needing replacement. Considering the frequent issues with the vehicle, I demand to return this car and get a refund. But Mason told me the two managers refused my demand , They offered to exchange the car for a similar-priced vehicle, but One hour later, they backtracked. They let me continue driving this malfunctioning vehicle more until the engine light appears. * ***** **** *** ******* **** ** ******* On April 26th,the manager, Chris *****, said when the engine light came on, I could take the car back to their dealership to solve the engine problem or they could offer a similar-priced vehicle. Mason found a similar-priced vehicle priced at $******; when calculating the price difference, they claimed my car was now worth $******, half of its original price. Let me pay another $******* This is unfair. * ****** **** **** ******* ******* **. On April 30, the vehicle started shaking, and on May 1, the engine light appeared. When I took the car to the dealership on May 2, Angela insisted the engine problem was new and required a diagnostic fee. This contradicted their previous statements about the engine failure causing the oil light issue. They're now claiming it's a new problem to avoid responsibility for the engine oil light issue covered by the three-month warranty. **** ***** ** ** *** ** * **** **** **** **** ******** ** **** ****.Repeated visits to the dealership yielded unsatisfactory results, with staff contradicting themselves and charging for diagnostic fees. ** * ****** ************* ******* ******** ****** ****** * **** ********* *** ******** *******. *** ********* *** ***** * **** ** ** ****** *********** ********* ** ***** **** *** ******** ** *********** I demand a refund for the car or a replacement of equal value. **** ****** ********* ** **** ****** ** ************

• Initial Complaint

  18/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ******** Company refused to refund my car reservation deposit. When I paid the deposit, they promised to refund all the deposit to me no matter what, and now they refuse to refund the deposit. I was handing over $*** in cash to a salesman named Bruce. Unfortunately, I did not ask for any paper or electronic proof of payment. I hope it'll help me get my money back.

  Business response

  12/01/2024

  Hello, 

  I was under the impression a refund had been done and this was dealt with. I will inform our sales management team and we will get this resolved and be in touch soon! 

  Payment has been confirmed / given back so this should be good now1 
  
  Frank 

  
  Frank 

   

  Customer response

  12/01/2024

   
  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,
  
  Chao ***

• Initial Complaint

  21/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I fixed my car at McNaught body shop and picked it up on August 2/2023, I noticed a Crack in my windshield which is not similar to the one because of stone but it seems that because dropping off heavy tool on it. I phoned the next day and was advised to take pictures and send them by email, I did but no response. I phoned them 4 times in the last few weeks and was advised that Morgan will call me but never happened and when I mentioned that, she told me that Morgan will call you today which was 4 days ago but never happened till now.

  Business response

  22/08/2023

  Good Morning, 

   

  We have reached out to the customer and explained that the crack on the windshield is not related to a tool being dropped on the windshield. It is related to a stone chip that was on the vehicle that was already there when the customer dropped. We have advised the customer to make a glass claim to have the windshield replaced. As this will not effect his licensee and or insurance. Customer was happy with this. 

   

  Thank You 

  Cynthia Swanson

   

   

   

   

• Initial Complaint

  27/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used car *** X3 from McNaught on May at $***** * ***** ** * ******* ****** ****** *** ****** ******* **** ***** ** * ****** **** *** ***** **** * *** **** **** ***** ******** ** **** ***** **** *** ******* ***** * ********* **** *** on July 16, the car had engine problem and can not drive any more, the estimated price to fix the car from *** dealer is $****. I don't think McNaught played a dealer role to exam the car before they sold it. For me believe dealer is a professional role on exam the car is a vital reason to purchase a used car at dealer instead of other platform. On June 16, the car had already dead once in the middle of road because of the battery. Only one month after, even more serious problem occurred on engine which is the most important part of the car. I have been contacted with them to have the car returned, but they proposed to trade-in, I want have a car to resume to daily life soon, so I agreed, they suggested 3 cars, which are far beyond my acceptance, I proposed my resolution, and wait to their respond, but now I can not even reach them, they don't pick my phone, and not respond to my emails, I have no car over 10 days. * **** ****** **** ** *** ***** **** *** ********** *** ********** ** * **** **** *** *** ***** ** ********* ** * *** *** *** **** **** *** * ***** **** *** **** *** **** ***

  Business response

  23/08/2023

  I am following up on behalf of McNaught. We were able to make everything work with Miss ****. We took the vehicle back at the request and at the price she paid for it. We also found a vehicle that satisfied what she needed and she is now driving her new escape.

   

  Thank you,

  --

  Brent ******

  Sales Manager

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

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle used at Mcnaught Pontiac, Cadillac Buick, GMC 1770 Waverley Winnipeg. I put **** down on an on a 2018 GMC Terrain with only 74,000 km on it , and I drove the car back home. I drove back it seemed ok but then my wife took it out to out to a friends place. It drove fine but on the way but on the way back the front end started shaking and making noise and the car just couldn’t get going fast enough from the stop signs and lights. She had to put the four ways on .The cruise control wouldn’t work anymore. There was lights on on the dash that didn’t need to be there and The engine light was on.my wife was afraid to drive home in it but she made it home OK. I tried to talk to the salesman Dave********** ************* , he was very rude and said, I signed for it I put the money down and that’s it. You are not getting your money back. He will not answer my calls anymore He offered a courtesy vehicle, but wanted my wife to go and get it herself from our home, which is very far that should’ve been brought to the house for my wife but after I was thinking about it, I don’t want the car * **** **** * *** ** ****** *****.I can’t trust them to do business with now, This was very poor service. Plus the car didn’t even last a day without a list of problems. * ********* ** ********* ****** * ******** ** ******* *********** *** ** **** *********** ** *** ****** **** **** ** **** ***** **** **** * *** ****

  Business response

  07/07/2023

  Hi there - we have actually refunded the money to this client and unwound the deal. 

  It is now resolved. 

  
  Frank 

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** **** ** *** ******** I am writing to you in relation to my recent dealings with the business. I booked an appointment with the business as I had a car collision recently and after the initial estimate from the MPI was asked to go into an AUTOBODY shop for a further inspection as they were not able to determine the exact cost of repairing. so I booked an appointment with the McNaught collision center which was in 3 weeks. When I went to the appointment they initially refused to take the vehicle in and provide the reason as the appointment was booked wrongly. So, I spoke to a manager, and they recognized their mistake and took the vehicle and promised to look at it in 1 - 3 days. It's been 6 days and they keep pushing the date further and I feel really helpless. I would really appreciate any help to have them assist me quicker *** ***** **** * ******* **** * **** **** * * *** * ****** ****** *** ** ******** ** *** ********* * ** ***** **** **** ** I would have wait another 4-5 weeks for another appointment.

  Business response

  31/01/2023

  * ** ** ****** ********* ** ********* YOU ARE LOOKING FOR THE COLLISION MANAGER DAVE ***** OR GENERAL MANAGER FRANK *****   * *** ****** ****** ** **** **** *****

  Business response

  01/03/2023

  Hello,

  I am not sure how to handle this complaint. We have accepted the customer's vehicle and a few parts from their claim are backordered through ****** 

  Thanks 

  --

  David ***** , Collision Centre Manager

  McNaught Cadillac Buick GMC

   

*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. ↩