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:03/24/2025

  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.

  We purchased a 2017 *** terrain in 2019 the first battery was replaced on May 11 of 2020 the second Battery on August 25 2021 third Battery on October 18 2022 Fourth Battery on October 27 2023 the Fifth Battery on March 13 2025 the Battery failed again they checked it out after my warranty was up then told me the Alternator was going out causing the Battery to die they wanted to charge me 900 for a alternator and ****** for new Battery I think they need to be held accountable thanks ***** *******

  

  Business Response

  Date: 03/24/2025

  Good afternoon,
  Batteries are one of the most commonly replaced items on a vehicle in *******, and we can take a look at some examples that come into play regarding what to expect for the lifespan of a battery. Arizonas hot climate and extreme temperatures can accelerate the aging process, how often the vehicle is driven and the duration of trips will impact the battery life, and if the vehicle sits for extended periods it will wear and drain the battery as well.
  According to the ********************************, the average vehicle is driven ****** miles per year. History from the first mentioned visit in May 2020 up until March 2025 shows the vehicle in question is driven closer to ***** miles per year, indicating either short trips or extended periods of the vehicle sitting. Coupling one of those scenarios with the extreme heat will affect the battery life.
  Service records are showing that in May 2020 the customers extended warranty paid for a corroded negative battery terminal replacement,and ** parts warranty covered the battery during that visit. The only physical battery paid for by the consumer was in august 2021, and the rest of the visits they were covered under warranty.
  The factory warranty on the vehicle expired 9.21.2019 or ****** miles (whichever comes first). The extended warranty expired 9.21.2022 and ****** miles (whichever comes first).
  The 3 batteries that were replaced under warranty and the 1 battery that the customer paid for were all tested in accordance with GMs battery and charging system test guidelines, using factory approved equipment.
  The alternator only failed the load test during the most recent visit in March 2025. The extended warranty has been expired for nearly 2 and a half years
  

  Customer Answer

  Date: 03/24/2025

  
  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,
  
  ***** ******* Sr
  
   
  

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair 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.

  We purchased a lightly used vehicle and a certified pre-owned GMC vehicle from ************** in ********. It's quite a distance from our home, but they had the vehicle we wanted.Upon arriving home we noticed a strong antifreeze smell, but decided to give it time, maybe a spill from certified preowned service baking off in the engine heat. It persisted though and started to drop an oily coolant on the ground.We contacted the closest GMC, which is Coulter GMC Tempe. The first issue was that we were told there were no loaner vehicles available, not something we have run into with any other deal/manufacturer we have purchased from. So a day was taken off work and husband working from home so could drop off and use our other vehicle.Service Advisor ****** called back and said that it's coolant leaking and that whoever worked on it before made mistakes, they left clamps off, loose, and damaged some hoses and we need to take it back to them. It was explained that this is a certified pre-owned that was just purchased so it was GMC that did it. His response was that the other deal would have to fix it. When asking how that can be when it is all GMC his response was that they are all independently owned and they would not repair another GMC's mistakes/problems.His only resolution was for us to pay for it and seek reimbursement. Any questioning back to ****** was met with long awkward silence or ****/rude replies.The final straw was when saying that it is certified pre-owned from GMC how could it not be covered, he replied that "cooling systems are not covered under warranty". It was explained that they definitely are covered in the bumper to bumper certified pre-owned warranty, but he stuck to his guns and said it was not. When this was questioned as we were looking at the warranty and cooling systems are covered he said he was going to have to "end the call here".****** was **** and lost from the beginning of our dealings with him, honestly terrible customer service

  

  Business Response

  Date: 12/16/2022

  Good afternoon, 

   This customer did bring their vehicle to us with these issues. We do not, and have not had loaners since COVID. This customer was told that the issues aren't warrantable because there are coolant clamps missing and the hoses are out of place. This is not a warrantable issue as it needs to be brought back to the servicing dealer. Originally we had offered to fix the problem, the customer could pay us and seek reimbursement from the selling dealer. Instead they filed a complaint with the BBB for reasons we have nothing to do with. We have since notified them to pick up the vehicle from here and take it somewhere else. Feel free to reach me with any further questions.

   

  Regards, 

  Customer Answer

  Date: 12/16/2022

  This was a pleasant way of wording the interactions we had with your advisor and business. We told the advisor at the time we felt there was some other way to handle this as they were both GMC facilities and that we would try calling the corporate office. The corporate office DIRECTED US to BBB, so we did exactly what GMC corporate asked us to do... and then received a very rude call from the service advisor telling us to pick up our vehicle by 530 (even though open until 6 for pickup). This is not how BBB complaints should be handled, the whole point is to come to a resolution, this is the opposite response. We had actually talked to the other dealer and they were going to call and pay for the work, but by that time we had already been dismissed.

   

  Just to keep it clear: we told the advisor we were going to follow up with corporate, they directed us to the BBB complaint method, and then this is the response? It makes zero logical sense and just further exacerbated an easily rectifiable issue.

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair 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.

  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.

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair 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.

  Hi, my name is *************************** my cadillacXT5 has been sitting at Tempe Coulter Cadillac waiting on a part for my car to get repaired it was taken in on July 15. I have been given the run around about as to when my car would be serviced my service adviser is *******. I am really frustrated with this dealership. I was told to contact GM parts department to find out where the seat rail is at and why is this part taken so long to get shipped to the dealership, I would like this resolved ASP I was also charged by dealership `****** for going over 3 days for rental. I would love this to be resolved a I really need my car back so i can get back on the road. Thank you