Complaints

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 14 2023 I purchased a **** certified pre-owned Cadillac ***. The car had been put thru a supposed inspection prior to being listed for sale. Upon driving the car I noticed several functions on the steering wheel were not working. I was told not to worry it was under warranty and they would repair the issue. They have not repaired the issue and place me on hold when I call and won’t return phone calls I have since found two additional problems and simply want my car repaired. I paid for the warranty and am being dodged and pushed to other Cadillac dealers. Please help resolve this isdue

  Business response

  07/24/2023

  Sorry, I was out of town for the last 10 days.  I did speak to the customer, and they understand the delay/back order on the part that was ordered.  I did address all the issues stated and one of them was directed towards another dealership they went to.  They told me they were taking down the complaint.  Please advise.  

  Ted R****

  General Manager

  Cincinnati Cadillac

  ###-###-####

  Customer response

  07/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ******
  

  Business response

  07/25/2023

  ******,

  I apologize for the experience. My service manager and I left you a message regarding the steering wheel. I was told we communicated that the steering wheel is not available and on backorder. We have escalated the backordered part with Cadillac and the latest expected update for your part is 8-6-23. Unfortunately this is out of our control. I understand you live two hours from the dealership. For convenience, our salesperson just wanted you to know the closest dealership dealership is 1 hour closer to you than us for the other warranty issues. We would love to schedule an appointment for the other two issues. Please let me know what we can do from here

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/18/24. I picked the car up, I noticed the Cue screen was not responding. I took the car back and spoke with the service technician, and was told it suppose to operate like that. I also informed him the car was returned dirty. And what he sold me on did not happen. I was told the carpet would be clean and a protective would be put on the carpet to keep mildew smell possibly getting in the car. I also noticed the rear bumper was not put on correct. It was not in align with the other side. The tech told me he would reach out to the Insurance company. I was not sure why, but I said ok. I reviewed my receipt. It states that everything had been corrected and working. I called the tech on 05/23/23, I wanted a update. I also was confused as to why the car was not returned and they diagnose the problems. I was told it did not need to come in, this was a common problem with this car. I understand, but why did the dealership sign off on everything was fixed and they released the car to me. I was also charged a fee for the inspection. I was told if they do the work that will not be charged. He said that was company policy. I questioned the charge on the receipt and was told. If I paid the bill it would be waived. Since the insurance company paid, he has to charge it. That sounds like a double standard. I am very dissatisfied with the process. The bill was $3339.08, to get my car back and it is not operating in the condition it was in, and what I thought I was paying for. The receipt clearly states the problems and they signed off stating the work was done. I also asked the service tech, how can a mistake this big happen. I was told that if they turn on and the radio work, they may not check anything else. My problems was electricshortage. I feel everything electrical should have been inspected. I feel at this point, I am being jacked around. This was the worst transaction I have been involved with no resolution. I am on hold while they figure out how not to fix my car.

  Business response

  05/24/2023

  We attempted to call *** ********** but her mailbox is full.  Please find the email below sent to *** **********.  This is the first time my service director or myself are hearing of any issues from *** **********.  In short, her car came in with severe water damage as noted.  The QUE screen wasn't working at all when it was brought in.  The QUE screen was working after the work was authorized and completed.  If it weren't working, we would have contacted the customer for further diagnosis and then got authorization for any additional repairs needed.  After all, this is how car dealerships make money in service departments.  Keep in mind with this type of water damage there can be other after affects or issues caused by the damage.  This does not have anything to do with the work we performed and charged the customer for. We would be more than happy to look at the bumper issue and stated in the email.  All parties involved may reach out to me direct to discuss further.  

  
  Best Regards,
  Ted R****
  General Manager
  Cincinnati Cadillac
  ###-###-####

  Hello *** **********,
  This is Jake, Service Director at Cincinnati Cadillac.  I have tried to reach you via phone, unfortunately your mailbox is full and unable to take messages. I received a BBB complaint in regards to the recent visit.  I reviewed the documentation from ticket creation through the invoice status.  I will try to address all the areas you outlined in your statement.  You have stated that the CUE screen was not responsive to touch, and on the initial write up of the car the report stated that the gauges and CUE we not turning on.  When the technician received the vehicle the goal was to trace if there was power getting to the units in question.  When no power is detected at the screens they must diagnose further into the electrical schematics to see where the circuits travel to.  This is not a complete diagnosis of all thing electrical on the vehicle.  The sophistication of modern vehicles requires a multitude of circuits and modules working individually as well as part of circuits to perform in the desired manner.  Upon further diagnosis of the circuit in question, the technician found that there was extensive water submerging power module in the rear of the vehicle.  This was repaired on lines 4 and 5 of your invoice.  The initial quote was for a 2797.98 sunroof drain tube replacement.  When we dropped the headliner and water tested the drain tubes we were able to locate an additional leak behind the tail lamp.  The additional diagnosis was quoted to you on line 3 of the invoice.  That was the additional time needed above the initial 150.00 that is quoted.  Regardless of insurance, extended warranty, or customer pay the additional diagnosis will be a separate charge.  If there is a extended warranty, typically the contract terms will strictly state that the diagnosis is not a coverable item.  Once diagnosis has been performed the items that are needed may then be a coverable item.  This is a stipulation put in place by the insurance contract not the dealer.  
  
  The CUE screen powered up and functioned when tested by the technician.  As stated above, the CUE screen and gauge cluster did not function at all when brought in.  Therefore the repairs that were made were to address that request.  If there was additional diagnosis discussed with the Advisor (Bruce) I would like to know where the communication broke down between him and the technician.  
  
  As far as the bumper fitment issue, if there is an issue with fitment we will be happy to correct to the best of our ability.  I would be willing to have a technician from our bodyshop help with fitment.  Understand that over the course of time and potential accidents that the plastic bumpers can shift or if underlying fasteners have been damaged that we do the very best to match the fitment from the factory.
  
  If you would like to discuss further please contact me directly.  I have also CC'd my General Manager Ted R**** on this message.
  
  Thank you,
  Jake S****
  Service Director
  Cincinnati Cadillac LLC
  ###-###-####

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I reject the business decision. Please review my receipt that was sent. They signed off on my car being in working condition. I immediately notified Bruce the service tech. He tried to tell me to use the home button and it will make everything better. I called again and advise it was not working. We went over the warranty on the work. The receipt shows what was diagnosed and what was fixed. It clearly states it was fixed. That is the only reason I addressed the issue. Please review all sections of the receipt, play close attention to section 3. It states all work is complete and in operating condition. They also discussed the issues of the car and they said in was corrected.not one time did they off to return the car and address the issues. They jumped right to a defense. Bruce the service tech said what he would do, but none of that was carried out. I just want to be treated fair. They took the money, did not care if work was completed or not. I had faith in Bruce, he kelp telling me not to worry. But I felt u was being stalked. I had to make all contact with them. I was hoping for a fair resolution. I also feel the car should at least be examine.
  
  
  
  Thanks,
  
  ********** **********
  

  Business response

  05/26/2023

  Here are the facts: 

  1.The car came in with severe water damage and the QUE screen was not operational at all.

  2. We charged the customer for the work we performed that was authorized and needed.  Nothing more or nothing less.  

  3. As stated, after we performed the work that was stated on the repair order, the Que screen was working.  If it wasn't working, we would have continued to diagnose the issue and got authorization to repair or replace the Que       screen.  After all, this is how service department's make money.  Having this type of water damage on an automobiles electrical system will cause havoc and very possible have lingering effects.  

  4. Customer brought up that "I felt u was being stalked", we lied and refenced legal action and my service manager nor I have even spoken to this customer. 

  5. I have offered to look at the bumper for repair/alignment if this is something that we caused without charge.  But after that, I don't know if it is in the customer's best interest or ours to do business.  

  5. I have tried reaching out to the customer without luck.  We have played phone tag.  I will continue.   At this point, I won't be responding further in the BBB's site.  

   

   

   

   

   

   

   

  Customer response

  05/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  The dealership reached out to me, we discussed the problem. They at least agreed to diagnose the issue and look at the bumper. I am ok with that, as long as it does not close my case. I had the looked at by another body shop. I will get their assessment in a day or 2. He has pictures of the bumper. I will forward them as soon as I get the paperwork.
  
  

  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. ↩