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:08/05/2025

  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 am submitting this formal complaint regarding ongoing and unresolved issues with John Elway Cadillac of Park Meadows related to my 2023 Cadillac Escalade ESV (VIN: *****************). Despite multiple documented efforts to address the dealerships service failures, I continue to experience deception, poor workmanship, broken promises, and financial losses.Background:I purchased this Cadillac with specific features requested (including a console refrigerator), which were not honored.Despite being under factory warranty, I was charged for routine services (oil and air filter) totaling $274.10, which should have been covered.A warped tailgate trim panel was acknowledged by the dealership, but never properly repaired.The vehicle displays signs of elevated transmission fluid temperature, raising safety concerns.A Dometic cooler promised by the ** was never delivered.Additional Concerns:The treatment I received as a veteran and minority was dismissive and unprofessional, as reflected in the dealerships own **'s ********* attempts to resolve these issues respectfully were met with empty apologies and no accountability.I am formally requesting the following:Full reimbursement for improperly charged services.Resolution and warranty-based correction of remaining vehicle defects.Immediate delivery of the Dometic CFX3-35 cooler promised in writing.Consideration of an extended warranty or goodwill repair credit.Investigation into discriminatory treatment and deceptive sales practices.

  Business Response

  Date: 08/13/2025

  We appreciate the opportunity to address Mr. ******* concerns regarding his 2023 Cadillac Escalade ESV.

  
  The first oil and filter change was included with his purchase, as shown on the attached Monroney label, and was performed on November 23rd at no charge. The charge noted in his complaint is for a later oil change, which would have been covered only if a Cadillac Pre-Paid Maintenance Plan had been purchased. This plan was not purchased at the time of sale. Mr. ****** did purchase a Cadillac Extended Warranty, which does not include maintenance. We also show an invoice where transmission concerns were addressed and repaired under the factory warranty.

  
  Since his purchase, our team has made every effort to assist Mr. ****** during his numerous service visits, including several goodwill repairs beyond warranty coverage such as replacing a shattered rear display and replacing the interior rear lift gate trim after he shared that it had been scratched by a tow truck driver. The Dometic CFX3-35 cooler was ordered shortly after the time of sale; however, despite many opportunities to mention that he had not received it during these visits, this concern is being raised now, long after the purchase date. Most recently, Mr. ****** visited our dealership on August 4th and did not mention this to his service advisor.

  
  We remember Mr. ****** and the time he spent with us and believed we provided attentive and courteous service during his visits. He has been at our dealership several times since his purchase for service-related matters. We remain committed to professionalism, fairness, and customer care, and we welcome the opportunity to assist him with any future automotive needs.

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23704850
  
  I formally reject John Elway Cadillacs response because it is factually inaccurate, omits key details, and constitutes an ongoing breach of a written commitment made by the dealerships General Manager. The record demonstrates repeated failures to honor agreements, misleading statements, and possible violations of Colorado consumer protection law.

  1. Delivery of the Cooler Did Not Resolve the Issue
  On March 2223, 2023, General Manager *** ******** acknowledged in writing that my vehicle was delivered without a critical component and committed to providing a Dometic CFX3-35 powered cooler. Although the cooler was eventually delivered, it was never used due to its excessive bulk and the significant space it occupies in the rear of the vehicle, which is essential for carrying specialized equipment for our special needs child.
  This means the dealerships delivery did not provide the practical, integrated solution promised initially at the time of sale. Instead, I was given a large, aftermarket unit that was incompatible with my familys stated needs and the intended use of the vehicle. The business has since refused to address this accommodation issue despite having full knowledge of my familys circumstances.

   

  2. Misrepresentation and Omission of Material Facts
  The dealerships BBB response omits the above facts and instead implies that my concerns are new. This is misleading and a potential violation of C.R.S. 6-1-105(1)(e), which prohibits omitting material facts in connection with the sale or servicing of goods. The incompatibility of the delivered cooler with my vehicles required cargo configuration was communicated, yet the dealership did not offer an alternative or a refund.

  3. Pattern of ********************* and Discriminatory Impact
  In multiple communications, Mr. ******** admitted the dealership fell short and handled the situation poorly toward my family, acknowledging that my experience as a veteran and minority customer was unacceptable. Despite these admissions, the dealerships conduct shows no genuine corrective actiononly repeated apologies and token gestures that fail to address the underlying problems.
  

  4. Consumer Protection and Deceptive Practices
  The dealerships conduct may violate:
  Colorado Consumer Protection Act (C.R.S. 6-1-101 et seq.) particularly 6-1-105(1)(g) and (u) relating to false promises and failure to provide goods as represented.
  ********-**** Warranty Act (15 U.S.C. 2301) where implied warranty obligations are undermined by delivering goods unsuitable for the known purpose at sale.

  5. Requested Resolution
  I request that the BBB document this disagreement and keep the complaint open until one of the following occurs:
  Provision of a functional, integrated refrigeration solution compatible with my vehicles intended use and family needs.
  Equivalent-value restitution equal to the retail cost of the Dometic CFX3-35 cooler.
  Written admission of service failure and a corrective action plan addressing the dealerships documented customer service issues.
  If the dealership refuses, I will forward this complaintwith all supporting documentationto the Colorado Attorney Generals Consumer Protection Section and consider civil remedies for breach of implied warranty, deceptive trade practices, and failure to accommodate known customer needs.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/22/2025

  We are willing to provide Mr. ****** with a full refund of $884.99 (includes freight) for the refrigerator cooler, along with an additional $500.This resolution is contingent upon the return of the refrigerator unit in its original box with all accompanying equipment. In addition, Mr. ****** will be asked to sign a hold harmless agreement as part of the settlement.

• Initial Complaint

  Date:04/11/2025

  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 am filing this complaint against John Elway Cadillac Dealership due to misrepresentation regarding repairs on my 2011 Cadillac DTS. For years, I managed a known coolant leak without issue. I brought my car in to confirm if symptoms I observedthermostat gauge above halfway and long cooldown timesindicated overheating. Their diagnosis, including a block test, found no overheating, but this was never disclosed to me. Instead, they suggested replacing the water pump and crossover pipe gaskets, implying these would resolve an overheating issuean issue their own tests confirmed did not exist. I agreed to the costly repairs based on this false pretense, expecting my concerns to be addressed. After paying and retrieving my vehicle, I noticed no change in the symptoms. When I raised this with ***, he dismissed them as normal, contradicting the impression I was given that the repairs would fix them. Text messages from the service department, sent post-repair, confirm no overheating was found and label my concerns normal, yet they never informed me of this beforehand. This lack of transparency misled me into an unnecessary expense, as I sought overheating confirmationnot routine leak maintenance. The General Manager cited the ************** Policy Evaluation Tool (PET), which returned a zero refund, claiming it justifies their stance. However, the PET, a tool for warranty or mechanical disputes, cannot assess misrepresentationa qualitative failure of communication and ethics. My issue isnt about parts or warranties; its about accountability for being misled. Ive exhausted direct talks with no resolution, seeking a refund and apology. This aligns with the Colorado Consumer Protection Act and Motor Vehicle Repair Act, which guard against deceptive practices. I urge the BBB to hold the dealership accountable for this breach of trust.

  Business Response

  Date: 04/12/2025

  Business Response to BBB Complaint
  We appreciate the opportunity to respond to the concerns raised by the guest.
  At the time of service, the guest brought in their 2011 Cadillac DTS with concerns related to a coolant leak and a perceived overheating issue. Our certified technicians thoroughly inspected the vehicle and performed appropriate diagnostic tests, including a block test, which did not indicate overheating. This testing was part of our standard diagnostic procedure to rule out serious concerns such as head gasket failure.
  During our evaluation, we did confirm a significant coolant leak coming from the water pump and crossover pipe gasketscomponents critical to the proper functioning of the cooling system. Our service advisor discussed these findings directly with the guest and recommended addressing the leak to prevent future engine damage and to ensure the system could operate as designed. The guest was given a detailed estimate and authorized the repairs.
  At no point did our staff guarantee that these repairs would resolve a perceived overheating issue. Rather, the recommended work addressed a known and visible mechanical issuethe coolant leakwhich the guest acknowledged managing for some time. While it is understandable the guest may have hoped the repair would also resolve other concerns, such as the thermostat gauge reading or cool-down times, these symptoms were not determined to be outside of normal parameters post-repair.
  After the repairs were completed, we reiterated that no overheating was found and invited the guest to return so we could re-inspect the vehicle and ensure his continued peace of mind. To date, the guest has not contacted us or returned for any follow-up diagnostic checks.
  We regret any miscommunication that may have occurred, but we do not agree that there was any misrepresentation or deceptive practice. The guest was informed of the condition of his vehicle, the recommended repairs, and authorized the work with full knowledge of what was being done. We remain open to assisting the guest further and continue to stand by our diagnosis and repair process.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23192228
  
  I appreciate the dealerships response but respectfully disagree with their account, firmly maintaining that misrepresentation occurred. I brought my 2011 Cadillac DTS to verify whether symptomsthermostat gauge above halfway and prolonged cooldown timesindicated overheating, not to address a coolant leak Id managed successfully for years.Their block test confirmed no overheating, yet they failed to share this critical finding and instead proposed water pump and gasket repairs, implying these would resolve my overheating concerns. This omission led me to authorize costly repairs under the false pretense that they would fix a nonexistent overheating issue, resulting in unnecessary expense.

  
  Contrary to their claim, I was not informed that the water pump and gasket repairs were unrelated to overheating. Instead, the service advisors suggestion implied these would address my concerns, leading me to authorize costly repairs under false pretenses.Text messages from the service department, sent only after repairs, confirm no overheating was found and label my symptoms normal, proving they withheld this key finding during our discussions. Their assertion that they didnt guarantee a fix for overheating sidesteps their failure to clarify it wasnt an issue at all.

  
  Post-repair, I noticed no change in symptoms. When I raised this with ***, he dismissed them as normal,contradicting the expectation set that repairs would help. While I acknowledge their invitation to return, I had already exhausted direct discussions,including with the General Manager, who referenced a zero refund from GMs Policy Evaluation Tool, which bears no relevance to misrepresentation.

  
  The dealerships denial of deceptive practice ignores their failure to disclose key findings, breaching transparency required by the Colorado Consumer Protection Act and Motor Vehicle Repair Act. I seek a refund for these unnecessary repairs and am open to negotiating a fair amount to resolve this amicably. The issue is their misrepresentation, not mechanical failure. I urge the BBB to hold the dealership accountable for this breach of trust.

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/16/2025

  It seems that there may have been an assumption on Mr. ******** part that his vehicle was overheating when it was brought in to our team, which led us to check the cooling system. We observed obvious leaks and issues with the cooling system and these issues left in disrepair can cause the issues that he was experiencing. We recommended to him findings and gave him our our recommendation for repairs. We identified leaks from the crossover pipe gaskets and the water pump, and we acted on that information. I truly believe we followed the correct process and did everything that was asked of us. Based on this, I dont believe there is any further compensation required at this time.
  That said, I genuinely want to make sure were doing right by him. As a gesture of goodwill, we offered a $250 credit for use in our parts and service department via email on March 6th at 7:43AM. This can be applied toward future maintenance or any other repairs, such as the oil leaks we found during the initial work on his brakes and cooling system. I offered him an olive branch again to reach out to me via email if he had any further questions or concerns. Additionally, Id like to provide you with the contact information for our Cadillac District Parts and Service Manager, ***** **********, who is familiar with this situation and would be happy to discuss it with him further if needed.
  I asked him to keep a copy of the email for the credit, and that we would be happy to honor it for a period of one year from 3/6/2025. At this point if he would rather be compensated directly by check I would be willing to make this offer in the from of a check for a total of $500.00 and no in-store Parts and Service Credit. 

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23192228
  
   I respectfully challenge the dealerships response, as it mischaracterizes my intent and sidesteps the core issue of negligent misrepresentation. Their claim that I assumed my 2011 Cadillac DTS was overheating is inaccurate. Prior to the service visit, I clearly stated over the phone that I sought confirmation of whether symptomsthermostat gauge above halfway and prolonged cooldown timesindicated overheating, not that I believed it was occurring. The service department misinterpreted my inquiry as a confirmed overheating issue, proposing water pump and gasket repairs that implied a nonexistent problem. Their diagnosis confirmed no overheating, yet they withheld this critical finding, leading me to authorize costly repairs under the false impression that a coolant leak caused overheating.
  
  The dealerships claim that leaks could cause my symptoms contradicts their texts and **********repair statement labeling my symptoms 'normal,' confirming no overheating occurred.Their claim of full disclosure is undermined by texts sent only after repairs,which confirmed no overheating. They withheld this critical information during discussions. This constitutes negligent misrepresentation: by omitting the diagnosis, they failed to exercise reasonable care, creating a false impression in their professional capacity, leading to my justifiable reliance and financial harm ******* v. **** ***** Harvestore Prods., ***** 819 P.2d 69 [Colo. 1991]).
  
  Their $500 offer, while appreciated, does not rectify the impact of their misrepresentation. While I acknowledge their invitation to return, I have pursued discussions, including with the General Manager, whose 'zero refund' determination via GMs Policy Evaluation Tool is irrelevant to the issue of misrepresentation. Their actions breach the Colorado Consumer Protection Act and Motor Vehicle Repair Act by engaging in deceptive practices. In the interest of a fair resolution, I propose the following counteroffer: I will cover the cost of the parts, as these materials directly benefit my vehicle, and in return, I respectfully request that the dealership waive the labor charges for the repairs I authorized based on their misleading information. This arrangement equitably balances both parties responsibilities. I look forward to your prompt response to this proposal.