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:05/17/2024

  Type:Customer Service 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.

  The service team is unprofessional, rude, and does not communicate. My new vehicle was brought in for engine issues (no fault of mine or the dealership). My vehicle was there for over 30 calendar days and during that time no one called to provide any updates or confirm the actual issue/repairs being done. I had to continuously call and leave voicemails that were never returned to figure out what was going on with my vehicle. When I got my vehicle back the front fender was scratched due to it sitting on the concrete floor, wires were left unplugged, tape remained on several spots on the engine itself, and had a strong oil/grease smell in the interior from being in the shop with the windows down for 30+ days.The service group agreed to have the car detailed, but the car was left with a very greasy and slick finish over the dash, steering wheel and seats. Whatever was used on the vehicle made it hard to grip the steering wheel and left a greasy residue on your hands/clothes.The vehicle was then brought in as the windshield wipers were skipping badly. They replaced the windshield wiper blades but when it rained it was clear the issue was not the blades. When I brought this back in they said there was a wax on the windshield (they were the last ones to have the car and have it detailed). They said at first they couldnt replicate the issue and after I was able to for the sales team they did nothing - didnt try to clean it, contact their detailer or even provide options/ solutions. The sales team was more helpful than they were.My car also began having a typewriter noise 2 weeks ago. After getting a video of the sound and playing it for the service team they said it was normal. No vehicle on their lot makes that sound.*** had to spend hours or my time bringing the car in repeatedly for issue after issue and while I have tried to be understanding and calm I am tired of being a running joke in the shop where they refuse to actually fix the issues with my vehicle.

  

  Business Response

  Date: 06/18/2024

  Mr and ****************** did have their Escalade in with service and we really do wish the vehicle didnt take so long to get completed and understand the frustration they had along with the concerns as well. Unfortunately the Howerths Escalade needed an engine that from Cadillac is a timely thing to get as the supply is smaller than the demand right now.
  Their motor did take a while to get along with parts that were specific for their Escalade repair. Also we did provide the customer with a means of transportation during this time period. The service department did make multiple contacts with the Howerth's during this time period keeping them in the loop about how the motor just wasn't not available from GM and they were specific to only want to talk to to **** (the service manager) as they didn't believe the parts were not available.
  We have been dealing with a parts shortage on motors for the last two years. We did try to explain this to the customer but were just not understanding their was a shortage with some of the parts. 
  The Fender was never taken off and the scratch they are referring to was on the inner wheel well that looked like road debris that flung up and caused the chip not scratch. This also was brought up approximately 2 weeks after they picked up the vehicle. The inner fender was not anything that we needed to touch in order to change the motor. After talking to the technician, he feels that the one wire could of been unplugged from either not being snapped in completly or possibly missed, the customer was understanding about it at the time.
  We do leave vehicle windows down as a safety protocol as when dealing with batteries, engine replacements and other things involving the resetting of modules and computers on the vehicle, it allows us to get back in the vehicle if it locked etc. We never would turn down detailing a customers car due to the smell or any kind of mess made from us here. The grease they are talking about is the cleaning solutions that we have never heard a complaint from using, the detail company that we use on a daily basis has never heard of this complaint from us or other customers.
  The windshield wipers were replaced from us at NO COST to the customer as we were trying to go above and beyond again, then to find out that the customer had it Ceramic Polished from another company and this was brought to our attention again weeks after the customer had the vehicle back from us.
  The noise that the customer is talking about also is a noise that we did take the customer out to on the lot and show comparable motor noise and is a consistent noise from lifters and pumps in the Escalade.
  I did personally help them with contacting Cadillac and tried to get help from them in order to switch out vehicles for the customer, however ********************** said they did everything they could to take care of the customer and feels the fix was done properly along with time frames and had multiple conversations with the customer over it.
  With ********************** saying this, Cadillac of Dublin and Myself specifically have tried to help the customer out with a New vehicle and after much consideration said they didn't know if they wanted an Escalade any more. They did explain to us that they are lookin at other makes and nothing we were offering they would even consider. This is including getting them out of their current vehicle into a vehicle with more options.
  We were able to get the customer a Full Months Payment reimbursed to them from Cadillac along with detailing their car from us, giving a loaner vehicle during this time of it being down, New wipers and always trying to give the attention to the customer with concerns that they had. I do feel bad that they think we do not care, or even the comment of they feel they are a running joke as we pride ourselves on going the extra mile for our customers and truly feel we did for the *********.

• Initial Complaint

  Date:05/27/2022

  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.

  FYI, i had my Cadillac Escalade for service here at ****** Cadillac of Dublin from last Friday 5/20 and picked it up yesterday 5/26. Unfortunately, as soon as I hopped on my vehicle, I noticed that my dash cam was missing! I tried to search inside the vehicle or glove compartment, middle console but couldn’t find it. So pulled in again and spoke to ***** who called ******* who said she will follow up since the technicians have already left for the day. So the next day, they are telling me that the didn’t notice any dash cam when I pulled in! I have 3 vehicles and all 3 of them have a dash cam so I don’t have a need to remove it for any reason. I even have pictures that I can send which proves that I have a dash cam. In fact, the cigarette lighter adapter of my Roav dash cam is still there but no cable nor dash cam itself. I know it is not that expensive and I can easily replace it but the fact that I cannot trust this dealership or the service department to respect my belongings is the main reason I am writing this email. I tried to call **** but from what I understand, he left earlier this year. So I asked to be transferred to **** who took his spot, but was put on hold for half an hour and never got back to me. So while I am on-hold, i called the service dept again using my land line to ask if I was still expecting to talk to ****. At which point ******* said, she will just leave a message so he can call me back. As of this writing (2pm), I tried to speak to him again but was told he was on his lunch break! Is this the type of white glove service this dealership provides? Very unprofessional and not trustworty! No wonder a lot of people has left even ********* had enough it seems. Not sure when ******* will have enough. I have been going to this dealership for 3yrs now. But this is unacceptable!

  

  Business Response

  Date: 06/03/2022

  We heard from the customer on the 27th that he was un happy about getting in his vehicle and not seeing his dash Cam and that it may have been taken out. We immediately after hearing he was upset about it not being in there, we  offered to pay to replace it and also ordered it once the customer gave us the model number on Tuesday. **** the Service manager did talk to the customer on that same day the 27th and tried to help the customer out. Not only did **** get ahold of the customer, but the customer was more than happy. Today the 3rd of June, we called the customer and let him know that the Camera was here for his pick up, and he was extremely happy with the dealership along with how we have handled the situation.

  Customer Answer

  Date: 06/06/2022

  Hello,
  I have heard from the business and they agreed to replace the stolen dash cam.  In fact, I believe they already have the replacement dash cam but I am not able to stop by to pick it up yet.  
  I just wish these kinds of issues will no longer happen and I will be the last customer having to complain about these issues from that dealership.
  Thank you BBB for intervening with this issue.  You can close the case.
  
  Regards,
  ***** ********