Complaints

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased the vehicle from Bayway Cadillac Southwest in Houston, and the salesman was very shady. Didn’t add the payoff, so three months later my bank, **** ******* called me about the vehicle that I traded in to Bayway Cadillac telling me the vehicle hasn’t been paid off and that a repo was issued Because of this I went to the dealership to notify them of this and instead of doing the right thing they decided to just come to my house and take back the vehicle that I purchased from them and they also tried to keep my other vehicle, and when I went up there, they gave me a hard time to get my vehicle back And then once I did get my vehicle back I had to take out a personal loan so that I can keep the vehicle that I traded into them and when I went up there the general manager was so rude and told me that the contract basically didn’t exist and that they weren’t gonna give me back my down payment which was $2000 This company is very very unprofessional. Could you please help me

  Business response

  03/01/2024

  Upon reviewing the details of your vehicle transaction on October 14th, we acknowledge that you provided documentation indicating your vehicle was paid off and had a clear title. Subsequently, approximately three months later, you contacted us regarding the delayed payoff process for your vehicle.
  After a comprehensive examination of the transaction, it was determined that all required documents, including the $0 payoff document for transactions involving a trade, were duly signed by you. However, it is crucial to bring to your attention that the transaction was no longer valid due to a misrepresentation of the trade.
  In our effort to transparently resolve the situation, we reached out to explain the circumstances and requested the return of our vehicle. In return, we assured you that we would return your trade. Unfortunately, we encountered resistance to this resolution, leading us to dispatch a tow truck to recover our property.
  We want to emphasize that we possess all necessary supportive documents, including the contract that clearly indicates a $0 owed amount to a lender, validating the voiding of the transaction.
  Regarding the down payment, we would like to clarify that these funds were utilized to cover the costs associated with the recovery of your vehicle, and the losses we incurred at the auction. T

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my truck in for service on a Friday. I was told it would be ready on Monday. I agreed to proceed with the service. On Monday I was called and now told it would not be ready until Friday. I said that will not work I was traveling Friday morning. The service rep said he will have it ready on Thursday then. They did a rush job and did not fix my truck properly. I traveled on Friday and had to have my truck towed 248 miles back to this dealership for the exact same problem. This tow cost over one thousand dollars alone and then I had to rent a vehicle to drive back to Houston. I expect expert service tech services for the price this luxury dealership charges. I want to be reimbursed for my total out of pocket expense for the inadequate service I received.

  Business response

  02/28/2024

  Car was towed from Shreveport without pre-authorization of expense. We inspected the car and found the cause of failure to be bad fuel, unrelated to previous repair. We agreed to split the cost of the repairs with the client for customer loyalty and was able to get the manufacture to cover the tow bill and rental bill. A check request has been submitted and should be finalized soon. 

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dealership agreed to remove Bayway Protection plan but placed it back in the paperwork. I have attached the text messages, with original price and stating they would remove the Bayway Protection Plan as we live out of state. Refund of the $1995 charge for Bayway protection plan that was suppose to be taken off as we live out of state.

  Business response

  10/13/2023

  Thank you for your email and for providing the text messages that confirm our agreement to remove the Bayway Protection Plan from your purchase due to your out-of-state residence.

  We apologize for any inconvenience this may have caused.

  It's important to note that the price, including the removal of the Bayway Protection Plan, was indeed negotiated over the phone, and all the terms were discussed and agreed upon at that time. We are committed to honoring the terms of our agreement as discussed during the negotiation.

  
  Regarding the refund of the $1995 charge for the Bayway Protection Plan, we want to clarify that, based on our negotiation, this charge was included in the final agreed-upon price. Therefore, there won't be a refund issued for it, as it was never part of the deal. (Protection Package was listed on the purchase order that you signed)

  We appreciate your understanding in this matter, and we value your business. If you have any further questions or concerns or need clarification on any aspect of our agreement, please do not hesitate to reach out.
  Thank you for bringing this to our attention, and we look forward to continuing to serve you to the best of our abilities.
  

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I brought a vehicle from bayway Cadillac not 30 days later. Check engine light came on. They want me to pay $7000 worth to repair. I paid for extended warranthey said it doesn't cover anything On the repairs.

  Business response

  10/28/2023

  Sorry to hear about that.

  We will issue a full refund of the warranty to the lender. 

  Every cancellation must be refund back to the lien holder.

  Customer response

  11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  I believe that they new the problems with this vehicle before they sold it to me. 7.000.00 $ of work needed after purchase. Something doesn't smell right. 
  
   
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This past December, I received a Christmas card from Bayway Cadillac Dealership. They offered me a free oil change on my Cadillac SRX. I brought my car into Bayway dealership on December 8th ,2022. During the time I was waiting, Service let me know. I had a recall on certain parts that need to be replaced. The parts still cover no cost to me. The next Wednesday, December 14th, I brought my car into Bayway dealership service bay. It was in perfect running condition with no defects or electrical when I brought in. The same day I get my car back. When I arrived home. I noticed that my backup screen was blank. It had never gone blank since I first purchased it. The very next day, I brought my car into Bayway, they said too busy that week to take care of my problem. I brought my car back into Bayway on December 20th ,2022 .They gave me a written estimate to repair the problem that they created, at a cost of $981.40. This was to repair the damage that Bayway caused when they were processing my recall. I'm not in agreement. On February 13th,2023 they let me know they countered only charge me $550.00. I still feel they are responsible to complete the repair for the damage they created. I sent them a letter I am not in agreement to pay. They have not responded. sincerely Doan ******

  Business response

  05/04/2023

  The repairs that were performed in December 14th,  were suspension related recall. Not sure why the camera stop working.

  We offered Ms. ****** to cover half of the cost or repairing the camera as a good faith, but she refused. We are still standing with the offer if she decides to accept.

  Customer response

  05/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

        When I brought my vehicle into Bayway Cadillac , my rear camera was working. Bayway auto mechanic did the assigned work and returned my vehicle. When I arrived at home,

       I did covered that my rear view camera was not working at all. When I took it back the next day, they offered to fix it at a total cost to me. I refused.

        A few day later they agreed to split the cost. I refused.

       Bayway has consistently refused to accept responsibility for the damage their mechanic caused to my vehicle. 

      They are being dishonest in failing to admit their personal damage my Cadillac. I feel they should assume full responsibility .

      Sincerely 

     Doan ******

   

  
  
       
  
   

  
  

• Initial Complaint

  03/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my vehicle on, Thursday, March 9 for a regular oil change. They kept it the whole day on the 9th. I had to call them around 5 pm asking for the status. Apparently something is wrong with my computer module after an attempt to do something to it. They would need another day to evaluate. I was then told they ordered a part on for delivery Monday to fix the issue. No update was provided Monday. Then I called Tuesday again was told my service advisor would call me back. I called Wednesday to speak with a manager. The manager was unable to take my call. I called Thursday and spoke with a manager for an update and they said they would call me back. Today is, Saturday, March 18th, and neither the service coordinator nor management has bothered to contact me back after several attempts to ask about the status of my vehicle. I am asking for my vehicle back in good status and I refuse to pay for any attempt of an oil change or service to my vehicle.

  Business response

  03/18/2023

  I reached out to Ms. ******** and we are currently working to resolve the issue. We will return her vehicle when is completed without any charges.  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I took my sts cadillac 2007 to Sterling mcCall cadillac to have some work done. Bayway Cadillac bought them out. I continue to use them because they were great. After Bayway bought tthem out the service was bad. All the orginal people were gone. My car ran hot so I took it to Bayway, thinking I would get the same great service. They said that I needed a new temostat. When I pickup the car the engine lite was on. They said they would fix it. When they called and said the car was ready, I drove it and the lite came back on. I took it back, they kept the car also two weeks. When I pick it up and drove it the lite came back on. They said I need a cadillac convert and engine mounts. The lite is still on and the service guy same they can't fix it. I took the car to another dealership and they said they cannot touch it. Bayway had welded on the wrong converter and and other things. I can't get a sticker and the car is not running now when it was when I took it to them. I spent at lease 6000 dollars with them. You are not suppose to weld on converters and exhast pipes.

  Business response

  02/17/2023

  We reached out to Mr. ******** and he's bringing the vehicle back to reexamine.   

  Customer response

  06/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  This about the action that Bayway Cadillac did in response to the letter you sent to them.  They picked up the car in February.  They told us it would be no
  

  charge for correcting the problem of the welded on muffler and the wrong Cadillac converter they installed.  I told them to put a sticker on the car because

  of the engine lite on we can't get one and Mr. David **** said ok.  He called and said they would have to drive it to get enough mile to do so.  We did not 

  hear anything for a month.  He call and said the converters were on back order.  I call my Cadillac dealer and he said that's not true.  Mr. **** did not response

  to that message.  This month he had someone call and said they can't get the sticker because of a hold in the headlight and it will cost 500 dollars.

  At this point I am very upset.  I call Mr. **** and told him we just want our car back because I don't want it to just setup and rust.  I told him I know when

  we found out about the welding they mess up the electrical system and we would never be able to replace the muffler. I ask him to replace the head 

  light get the sticker and I just want our car.  He then said I saw your husband text saying the converters were not on back orders.  I told him that was

  my text and that was a month ago and you never responded. At point I know everything was a lie.  Now he says the headlight is on backorder. everything 

  seems like a lie.  I don't know what to do at this point.  All the money we spent with them over 6000 dollars was a waste. 

  Sincerely,

  JAMES and Myrna ********

   

  
  
  
  
   

  
  

  Business response

  06/16/2023

  My Service Director is current in communication with MR. ******** to resolve the issue

• Initial Complaint

  02/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a2023 Cadillac xt6 from Bayway Cadillac on 12/16/2022. I've called and have been given 3 different excuxes as to why I haven't recieved my registation and new tag for my vehicle. My tag expired today 02/14/2023. I was told that another temporary tag would be sent, I have yet to get that. I'm showing that my car is still registered to Bayway Cadillac as of today 02/14/2023. 2 months is TOO long.

  Business response

  02/15/2023

  Mr. ****** spoke to my General Sales Manager Kirk ********, and they came to an agreement to remove this review 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. ↩