Complaints

• Initial Complaint

  06/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The manager and I had a handshake agreement on a price for the vehicle, including my trade in vehicle After a very lengthy process the list price was placed back into the documents which were rushed through asking for my signatures on the many pages that were required to sign. I signed all the papers out of pure fatigue. There were so many things thrown at us. Also we were informed that we could get a new key for our new purchase that Morries would reimburse. After several attempts to get the reimbursement, I finally went in to speak with the manager. I mentioned the key reimbursement and tried jumping through the hoops they asked me to jump through to no avail. I asked about our handshake agreement on final price including the trade-in. They said, they dont negotiate on the list price. I said, The manager shook my hand with our agreed price. They said, oh you did, well the document here has your signature. In the end I lost $2,100 and my trade-in expedition. Be cautious when dealing with this dealership!

  

  Business response

  06/04/2024

  To Whom It May ***************************** spoke with *******************************, explaining who I was and that I was calling to address the issue in his BBB Complaint.  I started after my introduction with an apology for the time it took to be contacted by a manager to assist in resolving the issue to his satisfaction. and for the inconvenience it created for him.  After reviewing his communications from early 2023, I assured him we would not only refund him the $100 dollars promised to him by the previous Sales Associate and Manager, but as a Goodwill gesture I would refund him the entire amount he paid for the key of $399.68.

   

  **************** was thankful someone finally called, and I asked him to reach out to me personally once he received his check.  He volunteered he would write a new Review outlining his experience with us to resolve the issue.  I thanked him and explained our reputation was as important as his customer experience is with our dealership and apologized once again and asked him to reach out to me personally if ever, he needed anything in the future.

   

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

  General Manager

  Customer response

  06/12/2024

   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.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traded in a vehicle that I purchased at Morrie's Golden Valley Cadillac. When I purchased the vehicle, I also purchased an extended warranty. Now that I have traded in the vehicle to another car dealership, I am looking for the return of the unused portion of my extended warranty. I've spoken and emailed with the finance manager at Morrie's, ***********************. After waiting for about 5 weeks, I emailed ***** and asked for the status of my extended warranty refund, she indicated that it takes 6-8 weeks for that to be refunded. I've been in contact with ***** on a weekly basis, sometimes getting a response from her but most of the time, no response. It's been 10 weeks now and still no refund. It's never been a question of "if I am owed a refund" but my question is "where is it"?

  

  Business response

  01/22/2024

  Good afternoon ******************,

  First and foremost, please accept my personal apology on behalf of Golden Valley Cadillac for the completely ineffective communication between you the various staff here at GVC.  It is a shame it took a Complaint with the BBB to get all the different people involved together to discover what on Earth was going on. We have finally spoken with **** of America, and they inform us you should have received from them the amount due on the *** Insurance cancellation proceeds.  Please advise if you have not.

  We have a check in the amount $3,224.26 for the Protective cancellation.  I left you two lengthy Voice Mails informing of the same.  Also, please let us know (I will send another email from my work email account), if you prefer the check sent to you via US *********** or if you prefer to come to the dealership and pick the check up here.

  Lastly, because you've had to go through such hoops, please as a Goodwill gesture, and in our attempt to regain your confidence, please bring your vehicle into our Cadillac ****************** for a Professional Detail.  I recommend waiting until the weather clears up a bit, but anytime you reach out to me, and we will have that completed for you.

  Again, my sincere apology for the absurd lack of communication and confusion you experienced.  

  Regards,

   

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

   d. ************

   

  Customer response

  01/26/2024

   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. I have received a check from Morries for the amount owed to me. 

  Thank you BBB for you help with this matter.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a new SUV XT5 on 3/15/23 1st Complaint: We traded in our 2019 XT4 for the new XT5 we specifically asked if the new XT5 had the tow package we were told that it did the sales person even went over the weights it could tow when we were there, I went to pull the cove off and it would not come off the sales person said you need to pull kinda hard I then just said I would do it later. When we got home went to take the cover off to see the hitch this XT5 does not have the tow package this is something that I really needed. I wrote Morries never received a return phone call so we drove there the sales person and manager both came over said they read my email and have a solution they said they would install my class three trailer hitch with 2" receiver on the vehicle I bought, then the sales person and manager went over how much weight I could tow with it if they in stall it I was fine with what they were going to do, they said they would order the class three trailer hitch with 2" receiver then call me to get it installed.2nd Complaint: Before buying working out an agreement with the new XT5 I told the sales person that I need the all weather floor mats and cargo area liner mat. Morries sale person and manager said they could make that part of the deal said they need to order them when they come in I could come pickup my new floor mats and cargo liner for my SUV. I have emailed them several times to see when I can come get my hitch installed and pickup my new mats. I have heard back from the sales men twice once saying the manager is working on this and the other saying they have not arrived yet. The manager called me one time after I wrote another email telling him I am going to file a complaint with GM and the BBB he told me all my stuff is still on order. It has been one month since I bought my SUV. I am still waiting for the trailer hitch and mats, I think they are just trying to avoid doing what they promised.Sales Person:******************* Manager: *******************

  

  Business response

  04/19/2023

  We have been in touch with the customer.  We have installed the accessories promised and the customer has been notified.  We have also provided a full tank of gas for the car and cleaned it as a courtesy.  Customer is taken care of for the concern expressed. 

  Customer response

  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.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2021, I took my car to Morries in Golden Valley,MN because I had leaks under my car. They told me that the leaks are from head gaskets, and something else that I cant remember right now. I paid $3,600 for the service. In about March of 2022, after the snow melted, I noticed I was still having small leakage coming from the car. In June 2022, I took my car to get an oil change, and they said it looks like I might be leaking a little bit of oil. August 1st, 2022 , I took my car back to Morries Golden Valley, MN to get a reassessment of what could still be leaking. I talked to the service manager that day, and he gave me his card with his personal number on it, and said call me to set up an appointment and we can look at it again. I called him the very next day and left him a message asking him to call me back so we can set up an appointment. And then I called the very next day (on a Wednesday), to see if I could set up an appointment, no one answered. Morries has a line where you can text them if you have any issues, or you want to let them know how their service was. On August 15th,2022, I texted Morries a message about the situation, and they never replied. I feel like the lack of professionalism from the manager that gave me his personal number, is a representation of what the company is about. Im a chef, and I treat every customer with dignity and respect. I always try to give them the best food and service that I can give. By them not doing that, I feel that they just stole my money, and I wouldnt want any customer to go through what Ive been through. Be aware of people and companies that say they are about people and integrity, but then come to find out, they dont give a ****.

  

  Business response

  09/20/2022

  We have discussed the matter with ******************** and have a plan to address his concerns.  He will be meeting with us on Wednesday 9/21. 

*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. ↩