ComplaintsforCoulter Cadillac Inc

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/4/24 I Took my 2019 GMC Terrain here for service because a message appeared on the dash that stated ******************** and the service engine light came on. They advised of a total of approx $1100 to fix my vehicle, stating after the inspection the issue was due to a valve that was sticking and needed to be replaced. Picked it up, paid, drove away less than 10 minutes down the road a large amount of white smoke appears from the back of my car, i turn back around and take it right back. The attendant i was working with ***** has me wait while they have someone re-check it, he comes back in about 15 mins saying "bad news" something about a piston and overall i need a new engine, after i just literally paid $1,094 less than 20 minutes before for a car that he stated was fixed and had been test driven. This is not ethical service.

  Business response

  03/14/2024

  Good morning,

  I just reached out and left a message for our client to call me back.

  We will work hard to find a solution that will work for both Coulter and the client.

   

  Kind regards,

   

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

  GM

  Customer response

  03/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  10/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  10-08-2022 I purchased a 2023 XT4. The buy process was great. I loved my *************** reps.However wanting to get back into a full size truck, I traded in the XT4 09-02-2023. I filled out the appropriate forms to cancel my ************* as well as the 3 year Key protection that i purchased with the XT4. I sent the request to the same finance rep that assisted me with my purchase. After a few days of not receiving a confirmation, i called my Finance rep to discover that she actually had retired. I was amazed that Coulter doesn't bother to monitor the email or at least set up an out of office of retired employee's to inform their customers that they need to seek assistance from someone else.My rep provided me with another contact one 10-6-23 to facilitate my requests so I could receive my refunds.The GAP refund was fairly painless and took less than two weeks. However, I have been getting the run around on the $499.00 key protection coverage ever since. I have sent multiple emails and have been assured that it would be taken care of. I was told this for the last time on Monday 10-16-23 and expected to hear back that same day. However as it is now 10-21-23, it is obvious that I am being blown off yet again.

  Business response

  10/21/2023

  Good morning,

   

  I spoke with our client this morning...I assured him that it would be taken care of within the next six working days.

  It was expected and agreed upon,

   

  Thank you,

   

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

  GM

  Customer response

  10/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my Cadillac into the dealer service department 8/16 because my AC was blowing hot air, check engine light was on and car was saying it was overheating. ** was my advisor. After they looked at it, was told it needed a new engine coolant temperature sensor. I approved this repair. I picked my vehicle up on 8/18 for a total of $633.35. Less than a week later, I noticed my car making a horrendous noise, which it had NEVER done when I turned up the *** I took it back in on 8/29. ** was out, so ***** is my new advisor. ***** listened to the noise and said it sounded like there was debris in the blower. They kept it for a diagnostic once again. On 8/30 the diagnostic stated the vehicle needed a new blower motor and cabin filter replaced. None of this seemed fair as this has never been an issue with my vehicle. ***** explained since the car is a 2014, things just break overtime. I approved repairs again. Vehicle was ready several days later on 9/6 for a total of $690.10. Balance was paid and before I even drove off the lot, tried to readjust my seat as it was tampered with by staff. I noticed there was no power in my driver seat. It would not move at all. The service department was closing but we were able to get a service advisor to look at it.. He noticed the issue and stated it seems as though there is no power going to it. He suggested I leave my vehicle again for the technician to look at it the next morning.. I inquired about a loaner vehicle as this has already been a major inconvenience to keep leaving my car here only to find another issue when I pick it up. Im starting to believe these people do not have certified technicians and this is just starting to become a money grab. I know mechanics like to overcharge and rip off women. Im starting to believe there are some shady business practices going on here. My car has never had these issues until I brought it to this dealership for service.

  Business response

  09/07/2023

  Good evening,

   

  I spoke with ********. She will be picking her vehicle up in 30 minutes. I will be reaching out to her with a solution in the morning, she was satisfied with my response.

  We will arrive at an acceptable solution for both parties.

   

  Kind regards,

   

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

  GM

   

  Customer response

  09/09/2023

  I did hear from ************* at EOD regarding my complaint. Was advised he would be calling back Friday morning regarding a solution. I am looking forward to hearing back from ********* 
  

  Thank you

  Business response

  09/10/2023

  I will reach out to the customer on Monday again to follow up and put closure on this. I will do my best to come to a satisfactory solution for both parties.

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

  Customer response

  09/16/2023

  still nothing. At this point I would just like the ** to keep his word. I would like this place to be a place I can trust to bring my car in for service 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought a truck from them and i have not received my regristration, title or key fob. i have repeatedly called and emailed them but once they got my money they never responded

  Business response

  08/22/2023

  Good morning BBB,

  Thank you for alerting me regarding this. We will contact ******************* and make sure that we answer and take care of his issues right away. I will follow up when I return from vacation on Monday of next week to make sure things have been taken care of. I will call into the dealership today and get started on this.

  Kind regards,

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

  Gm

   

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Coulter 11/2021. I traded in a vehicle and gave money down. Coulter NEVER showed me the car fax. The vehicle they sold me has been in 2 accidents. After very costly repairs, I went to trade the vehicle in, to a new dealership, only to find out it had been involved in accidents. When I tried to address the issue. Coulter refused to compensate me. They acknowledged, they did not show me the car fax, nor did they have me sign a car fax at the time of purchase. They sold me a lemon! I would have NEVER purchased the vehicle, if I was aware that it had been in accidents. I have multiple records of calls and messages, of myself trying to resolve this issue with no success. I am a single mother with children, who works very hard. I feel like this is illegal and that I am being taken advantage of. I just found out 11/11, of the carfax. I want to be compensated. Ive had to replace the ** and many other things. A person who just got a car less then a year old shouldnt have to replace. I traded in a 2019 Dodge Journey. Im in a worse situation now then before I went in to Coulter.

  Business response

  11/16/2022

  We have done nothing wrong.

  Tell us why here...We have offered to have ****** to bring her vehicle in a number of times to address the issues she is having with the vehicle, she refucess to.

   

   

   

   

   

  Dear BBB,

   

  My management team has done nothing wrong.

   

  My team has offered on a number of occasions for ****** to bring her vehicle in so we can address her concerns
  

   

  We also offered to trade her out of it, but her current credit situation is not allowing us to do that.
  

   

  Our offer is still open for her to bring her vehicle in so we can try to address her mechanical concerns.

  
  

  Kind regards,

   

  Paul Glans

  GM

  Customer response

  12/03/2022

  You knowingly sold me a vehicle that had been involved in multiple accidents , you never mentioned that to me. Nor did you have me sign anything saying that. 

  
  

  Nick(the sales guy) admitted 11/11/22, after I found out the car fax, admitted that he failed to disclose that information to me at the time of sale 11/1. 

  
  

  If I had known it had been in accidents I would have never purchased this vehicle. 

  
  

  Please make this right. And buy back this vehicle and give me the money I put down and the money I have put into it.

  
  

  I purchased this vehicle last year right before my bday 12/4, as a gift to myself for my hard work. Not even a year later it gives out & I find out it has been involved in accidents. 

  
  

  Youre company has been around for many years, it is a family ran business. How would you feel if someone sold your mom, sister, or even daughter a vehicle like this? 

  
  

  Please, do the right thing & be empathetic. I have children and a family to take care of. I need a reliable vehicle. I DO NOT WANT THIS TRUCK. 
  

  Business response

  12/03/2022

  I talked to ****** on Friday and told her to bring her vehicle in so we can evaluate her concerns.

   

  We are willing to help, but we have to have a mechanic look at her vehicle.

   

  Kind regards,

   

  Paul Glans

  GMTell us why here...

  Customer response

  12/05/2022

  I do not want a mechanic to look at this vehicle. I have had 3 loaners from Coulter since Ive had this vehicle. Each time they said they would fix it. The issue here is not them fixing what they sold, which was damaged and they knowingly sold me a vehicle that been involved in accidents. And the sales man later admitted he never disclosed that to me. Again, if I would have known it had been in accidents I WOULD HAVE NEVER purchased it. Fixing it, is a bandaid solution. I want out of this truck completely. What this business did is wrong and illegal. I do not accept the offer to fix it, they shouldnt have to have fix d a truck 3+ times in less then a year if they werent selling lemons. ******* has a lemon law. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Coulter Cadillac about an AC issue with my 2015 Corvette. I spoke with ***** and he assured me his master mechanics could get the issue fixed. I was concerned about the car being stored outside, but the issue showed that it was 6 flag hours to resolve. They first tried a software update and then they replaced the module. Still didnt fix the issue. Finally it was the determined to be the actuator, what I had originally told them. Car was dropped off August 24th. I was told it would be diagnosed by Friday but Monday the latest. I kept getting the runaround d from ***** telling me it would be one more day. I finally stopped by only to find my car with the top off and covered in dust, all torn apart. I told *****, when this car is put back together there had better be no squeaks and rattles. He assured me it would be fixed right. His manager then approached my wife and I and said they didnt like how I was standing and asked us to leave or hed call the police. We told him he had our vehicle and he said Ill throw it on a flatbed and you can have it. He then backed off a little and said it would be ready on September 20thyes 3 weeks after it was dropped for a 6 hour repair. Upon leaving the dealership, my heads up display was bouncing and the dash squeaked. I reached out to ***********************, the general manager. He assured me that he would get to the bottom of it and get back with me. He called me on a Thursday and said he would get with his service guys to see how long they would need to fix it. He said he would call me on Monday to set up a date. I have called, left voicemails and emailed all week only to be ignored. This was repaired under an extended warranty. So they got paid and they have no urgency to try to make this right.

  Business response

  10/12/2022

  This complaint should be sent to Coulter ***** not Coulter Cadillac, two different stores.

  I spoke with the ***** store this morning and they are working on addressing the issue.

   

  Kind regards,

   

  Paul Glans

  GM

  Tell us why here...

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday Sept 12th 2022 I reached out to this dealership looking for an Escalade. The current Escalade market is very confusing and beyond tricky to say the least. A gentleman by the name of ****(********) answered the phone. I explained to him what I was looking for and I offered a refundable $2,500 deposit towards a future Escalade, that they dont have and may come in or possible some other customers cancellation, as a show of good faith and that I am serious. I paid over the phone with an Amex. I also advised him that I am car less as I turned in my previous lease and I have my name on many lists and if some other dealer calls me first, I will go with them. I was very transparent and clear with him and he said he understands. Fast forward to Sept 19th ******* Hills Cadillac called me and said a customer could not qualify and if I wanted it? I said yes and headed over there and bought it. I advised **** of the developments same exact day as I was getting the Escalade from my local dealer and he said no problem, Ill issue you a refund. I have called and text him numerous times since Sept 19th and asked him for proof of the refund and he doesnt provide it to me. Now he has stop responding to my texts and doesnt answer the phone. I need my money back please so I can pay off my credit card.

  Business response

  09/22/2022

  Spoke with ****************** today, all is good.

   

  We refunded the customer yesterday ..We had a very good conversation.

   

  Kind regards,

   

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

  GM.Tell us why here...

  Customer response

  09/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Shilaj *******
  
   
  

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This place is by far the worst dealership I have ever dealt with. I bought a 2017 CTS in June 2021. Test drive of course went well but the VERY NEXT DAY the trans was jumping and front end felt rough. I called the dealer to let them know and they played their cards right by not scheduling me an appointment until 2 weeks out so that I couldnt legally return the car. Had I know it was a trans issue I would have never bought this car. After it literally sitting there for 3-4 weeks NOTHING was done to it. Idk how many times i had to re-explain myself to these people of what was wrong. It took 6 MONTHS of constant back and forth for it to finally get fixed in Dec 2021. Now, 3 months later, the battery is bad. Ok no problem thats normal wear and tear so I didnt even mention anything about it. I fix battery and now alternator is bad. Got an oil change and was told front shocks were bleeding and needs repair and sunroof shade stopped working. So i make an apt to get repairs. I drop it off on a Saturday expecting to pick up that Monday as the repairs were minor. My advisor ***** kept telling me your tech is not fast, but she is thorough which is fine. Id very much rather the tech take their time instead of ******* so I didnt complain. Idk what kind of techs they hire at this dealership because every single time i being it in i get it returned in worse condition than what i brought it in. I have now have to bring it back AGAIN because they installed a bad alternator, messed up my alignment and somehow my back driver wheel is crooked. Service manager ******* extremely lacks customer service. He does not respond to any emails or return any phone calls. This dealer basically sold me a used lemon that literally needs everything replaced except the engine. The fact that i paid $30k for a car to be extremely unreliable like this and deal with uncaring people at this dealer is very disappointing and the biggest regret of a purchase I have ever made in my life.

  Business response

  04/27/2022

  We have always helped ******* with her vehicle ..A while back we did have a transmission issue which we addressed and fixed. This is the first that I have heard the there was another issue.

   

  The vehicle is in our service department now and I will speak with *****. I have always helped ******* with her vehicle and don't understand why a letter to the BBB was necessary.

   

  I will follow up on this,

   

  Kind regards,

   

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

   

  Customer response

  04/27/2022

  Yes the dealer did fix the transmission issues 6 MONTHS after of going consistently back and forth with both ************* and service manager *******. It was VERY necessary to write a letter to the BBB due to M ICHAEL not following up with me after I filled out a survey. He sent me automated email, I responded about my concerns and he has yet to get back to me. I sent another email on 4/26/22 and still have not heard anything from him. I am fed up. I havent owned this car a year and everything needs to be replaced. I live an hour away and have to consistently waste my time and money coming to your dealership over and over again. I made it VERY CLEAR i use my car for work and the dealership has had my vehicle longer in service than I have been able to drive it. Extremely unethical and ridiculous. So yes, it was VERY necessary to contact BBB. 

  Business response

  04/28/2022

  The vehicle is currently being looked at and once we figure out the issue we will contact our client.

  We would like to put closer on this as soon as possible.

  Its always our intention to complete our work in timely manner.

  Our service manager is communicating with our advisor and technician. 

  Thank you,

   

  Paul Glans

   

  Customer response

  04/30/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this issue happened 12-21-2021 , i am handicap and was looking for a good vehicle to haul my wheel chair and be able to drive distance. i had a 2016 2ss camaro that had 29kmiles on it in perfect shape, i asked them if this was in good shape they said it had been thru there service **** and all good oil changed and ready to go, so i took a bath on my trade in i had 5 months to loose 10k and then gave them 6k down to make up a difference or something and after getting it to my auto shop i find oil was old as dirt, nothing was looked at and brakes at highway speed shake you out of car, then trans starets slipping, and engine miasssfiring, and no heat and i spoke to ****** who sold it to me and she said someone would call me. well after 7 calls i get an e mail from a supervisor who said there paper work shows good, i replied the problems and not even an oil change but they never got back with me. so i have a bucket of bolts ive had 3 weeks and it needs fixed to make as it was told to me that it was in great shape, i wrotwe a ****** review and still no response, and dont answer a call, maybe you can get them to make right cause now before making the first payment on it i have to go buy a car that runs right.

  Business response

  01/13/2022

  I will call the customer and address this issue and respond back to the BBB today.Tell us why here...

• Initial Complaint

  08/10/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The finance department messed up the loan paperwork, waited a month to notify us, then threatened to come to my home at night for us to sign new paperwork. When we finally had a chance to make it back to the dealership to sign corrected paperwork they had me pay the first payment, which they said they would pay on my behalf. They did not make the payment but cashed my check and I received a **** 3 days after the first payment was due so my payment was late as result. The dealership still has my first months payment and I had to pay the finance company as well.

  Business response

  08/11/2021

  I will get on this today and address. If we did something wrong I will fix it quickly.

   

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

  GM

   

   

  Customer response

  08/12/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  
  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. ↩