Complaints

This profile includes complaints for Val Ward Cadillac, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Val Ward Cadillac, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Val Ward Cadillac, Inc.

  12626 Tamiami Trl S Fort Myers, FL 33907-3824

• 

  Val Ward Cadillac, Inc.

  12600 S Tamiami TRL Fort Myers, FL 33907-3824

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:03/18/2025

  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.

  I was in for service on March 14, 2025, for an oil change, a 3-point flush, and my Tire Monitoring System light was on. Those repairs were made, and I left the shop after paying the $637. On my way home, I started to receive a message on my dash that my power steering assist was reduced. In addition, my AC was blowing hot air, and my cars temperature gauge was not moving at all. I came back in the following morning for those items to be addressed. I was told that my thermostat needed to be replaced, and it would be around $1500. My husband and I okd the work, and we left. At 8:15am, we received a phone call that our spark plugs needed to be replaced, and it would be much cheaper to do it now since the housing unit would already be opened and a part to take care of the thermostat. We okd that RO as ******* 11:52am, we received a call that the vehicle was ready. First, I want to say that **** is fantastic! I would not want any other service advisor assigned to my vehicle. She truly is an asset to Cadillac. My issue is with the total charges for the bill. We were charged $208.88 for the thermostat and corresponding parts, and a whopping $1,069.09 in labor. In addition, we were charged $149.94 for the spark plugs, and another $150 in labor. That is $1,219.09 in labor alone!! For not even 3.5 hours of work! That amounts to $348.31 per hour for labor, assuming our vehicle was actually worked on for 3.5 hours (it wasn't). I am very disappointed and upset over this. I did contact *** **** right away, and as of yet, I have had no response.

  Business Response

  Date: 03/20/2025

  I apologize for any inconvenience this may have caused. I hope now that your vehicle is repaired all is in tip top working order.  Prices for service work have increased over the last few years as everything else, we actually have one of the lowest door rates for Cadillac in *******, as far as time is concerned, that is chosen from a manual, so for instance if the manual says 10 hours and a technician does the work in 5, he beat the manual, if it takes him 15 he does not, the customer still pays on 10.  These manuals are all done by professional organizations.  I hope you will continue to utilize our service department in the future.  I did notice you have quit a few miles on your car and are out of warranty.  You may consider coming in and purchasing an extended warranty to protect yourself from future costly repairs.  Again, please accept my apology for any inconveniences, have a great day!

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23076925
  
  I am rejecting this response because:
  
  The labor charge is beyond excessive for 3 hours of work. Further, your technician did not properly seal the pipe causing all of the coolant to leak out, our vehicle to overheat, and that required us to have it towed back to your dealership so they could correct their error. This is completely  unacceptable.

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

  Business Response

  Date: 03/31/2025

  Sorry for the late reply, I apologize for any frustration you have, once again - repair time is set out of a manual, not the time it takes to do the repair.  It is done this way to protect consumers like yourself.  Please note our door rate of $215.00 per hour is lower than almost all Cadillac dealers in the state.  The East cost has dealers over $300 a flat rate hour and Tampa is set at $275.00.  I also know of domestic non luxury dealers right here in Ft ***** that are $225.00 per flat rate hour.  These numbers have increased significantly over the last few years with inflation and dealer's challenges in finding qualified technicians.  I would like to point out that your Cadillac has over ******* miles on it and is out of warranty.  Please consider trading up or purchasing an extended warranty to avoid these costly repairs.  We are certainly here to try to help!

    All that being said I will send you $250.00 towards your last repair bill with our apologies for the confusion and inconvenience.

  Customer Answer

  Date: 03/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/23/2024

  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.

  I paid over $3500 for a new bumper to be placed on my car, and for them to fix the air conditioning system. They did not address my other issues with my ****** took them over 3 weeks to fix these things. A technician didnt come in one Friday, so my car was held up for another 3 days due to the weekend, and I asked for $100 off (the cheapest Hertz car rental that Friday/weekend cost close to $300), and I got $100 off.Then, in the final week, they ordered parts for the A/C lines but didnt even check if the cruise control (which had been working on and off) at the same time to see if it needed parts. The parts for the A/C lines were wrong, and my contact person ****** said that wrong parts happen all the time. I finally got them to give me $300 off for this.Finally, on the last few days before I could pick up my car, ****** was perplexed by an ICS issue popping up on the dashboard and had to ****** it. I had never had this issue ********* turns out that while they put on the bumper, they messed up one or more of the sensors on the bumper, so the parking assist function in my car is not working.They never took out the cruise control mechanism and examined it to see what was wrong.After over 3 weeks, and after spending close to $2k on the cheapest car rental ***** had, I asked them to give me my car back because I didnt want them messing it up anymore, and I needed my car. I have now spent over $5k on a car that has new sensor issues, inconsistent cruise control issues, and multiple other issues. I would like *** **** to fix the sensor issue, cruise control, stop the passenger door from creaking as it opens (****** said she would do this and she didnt), replace the *** port on the console (****** said she would do this, and she didnt), fix all the dents and scratches on my car, give me new undercarriage guards for the bottom of my car, as well as a loaner SUV (as I live on a farm), however long it takes, free of charge.

  Business Response

  Date: 12/30/2024

  Miss ****** comes to the repair center looking for an estimate on her ****** Prius with no appointment . I go out to the car with her and notice the Prius is hit down the entire right side of the vehicle. The front bumper is barely attached to the car. The front grill is broken. The rear bumper is held on the right side by duct tape,tail lights on right side are both broken. She has a dent in the left fender and the fender is pushed up against the left front door and her request for estimate is to just reattach the front bumper the best we can try to diagnose the ** not working and do only the bare minimum on their rear bumper enough to attach it so it doesnt fall off. I explained to Miss ****** that I have to replace the rear bumper. I cant reattach it in the bracket and I have to replace both tail lights that are broken she stated she didnt want the rest of the car fixed because its a farm car. I gave her an estimate to replace the rear bumper replaced two tail lights reattach the front bumper. She asked us to diagnose the ** and to get the left fender off of the left front door, which we did. She also asked if I would look into getting a cigarette lighter USB out of the lighter port which I did. when all of the bodywork was completed we sent the vehicle over to the service department to diagnose the **. The ** had two lines that were leaking from being hit underneath the vehicle. This vehicle has six ** lines. One came in wrong had to re-order it. That took an additional 2 to 3 days to get the correct ** line in. when vehicle was completed, it took Miss ****** three days to come pick it up. I explained to the customer there is an ICS light on and she stated she was going to have the vehicle looked at by a dealer or mechanic shop closer to her as she lived in *********. We did adjust the bill to help with the rental expenses for the delays in having a technician out right after Thanksgiving and for the additional delays of having the ** line come in wrong.The distance sensor is located right behind the grill on this vehicle. The vehicle was hit in the front bumper and grille was broken. Since it was intermittently working we replaced the grille thinking sometimes it wasnt reading accurately since the grille was broken. The distance sensor is ******* from ****** so we went with the less expensive option. No codes were set saying the distance sensor wasnt working properly. Yes I did ****** the ics light as we are a Cadillac dealership and am not fluent with Prius models. 

  We have all the pictures done on this ******* mile vehicle, enclosed are just a few.  We fixed this car as requested in ample time, we gave her a discount on top of everything, we do not feel anything is warranted this customer.

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22720703
  
  I am rejecting this response because:

  - it was over 3 weeks until you had the car ready. (After that, it took me 1 more day to pick it up, which doesnt matter in this case)
  

  -the front grill was completely detached from the car before I brought it in, and I could have left it like that. Can you explain why you had to replace the front bumper? 
  
  - the distance sensor was working before you fixed the car, so you caused this problem 

  -****** said that she would fix the *** port on the console, which she didnt.
  

  -****** said that she would stop the passenger door from creaking when I opened it, which she didnt. 

  - given the ridiculous more than 3 week turnaround on my car and spending close to 2k on my rental because of this and your ineptitude with Priuss I believe deserve more. 

  -I would like you to finish the above things for free, paint over the scratch on my passenger side, and fix the dent on the drivers side for free. Replace the guards on the bottom of the car. Give me an SUV loaner for that time period. 

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

  Business Response

  Date: 01/07/2025

  In regards to Ms ******** 2017 ****** Prius with ******* miles, as we stated in our first response, there are supply chain issues that do make getting parts difficult and take more time at this time.  WE fixed Ms ******** car as she requested in an acceptable time and discounted the ticket $400.00 at the time for any delays that occurred.  We will not do the requested additional work nor provide her with an SUV for any period of time.  We are sorry for any inconvenience for parts delays, that is why we discounted the bill $400.00.  We do want to make sure our customers completely satisfied so we are willing to send her a check for $500.00.  This is our final offer.

   

  Customer Answer

  Date: 01/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept your resolution in this case.

  I would like to make it known that you did leave me my car with "Parking Sensor Malfunction," which occurred while attaching the back bumper.

  I hope that fixing this, and getting another rental, does not cost more than $500. 

  I would also like to make it known that the service center there looked at my ** lines, ordered the parts, and then didn't even look at my cruise control working/not working malfunction until after the ** lines were installed to see if this needed parts.  I find the disorganized and non-strategic approach to these issues by *** ****** ************** unprofessional, and representative of the cause of the unnecessary delays. 

  Finally, I would like to make it known that fixing the back bumper, installing a new grille (for reasons unknown to me), and fixing my ** lines took over 3 weeks.  ****** or *** **** admitted in their previous response that they were not as familiar with a Prius.  This should have been made known to me when I called to ask if I could bring in my car.  C ****** auto recommended *** ****.  I don't know C ****** auto, but they were listed as a reputable service center on Car Talk's website.  I asked C **** when I heard "Cadillac dealership" if they really did a good job on non-Cadillacs.  They told me yes.  I used the bathroom several times at *************** and saw many non-Cadillacs in the Body Shop.  

  For anyone who is reading this, please BEWARE that *** **** will take an unnecessary amount of time to resolve issues, is not upfront about their lack of knowledge about non-Cadillacs, are overall disorganized, and refuse to assume responsibility.  Any time I have taken my car in to be repaired, I have NEVER heard, "We got the wrong parts.  It's not our fault, it's the ***************  This is unacceptable and *** ****, if this is true, should use a different **************  I myself have ordered parts for my car online and NEVER received the wrong part.  *** **** is either doing something wrong in ordering the parts, or they should use a different parts company.

  Also, insinuating that my car or I myself were a mess by discussing how I had "duct taped" on the bumper and whatever comments they made in their initial response to either discredit me or insinuate that my car was a huge piece of work was unprofessional.  I am a physician. I should be addressed as Dr. *******  Secondly, I was dealing with my father-in-law who was dying at the time and bought special tape for cars made by ******* brand (with the special condition that it could "take the paint off of cars" on the label).  I did everything I could just to get through a difficult time in my life, and the fact that repairing these 3 things and renting the least expensive car I could get cost $5000 and over 3 weeks is unacceptable.

  Yes, I am a physician, but in the end I don't make a lot of money because I have loans, 4 dogs, 4 cats, and 5 horses, and am trying to build a house and barn by myself.

  Thank you *** **** for your response to these complaints.

  You can mail the check to my home address:

  **********************/p>

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

  Please let me know who I can contact if I don't get the check in a timely fashion.

  -****** ******

• Initial Complaint

  Date:09/03/2024

  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.

  I brought my vehicle in for a check engine light and they did repair the issue. They asked if I wanted a wheel alignment and told me the price was $124.95. Upon completion and when I went to pay they added a $19.95 fee on top of that for materials which they stated consisted of rags and supplies. This wasnt agreed to and I was never made aware of the additional fee until they told I had to pay or I couldnt have my car back. It is not posted anywhere as far as signs or on any paperwork. I want that money back. I shouldnt have to be strong armed into paying more money than I was quoted for the work that was performed when I was already given quotes in writing.

  Business Response

  Date: 09/05/2024

  We are sorry for any confusion, we will gladly reimburse ****************** the $19.95 for supplies.  Please be aware that the supply charges are specified on the work order that a customer signs.  If ****************** returns for work in the future there is a supply charge on our repairs.

  Customer Answer

  Date: 09/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/09/2024

  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.

  Service date July 2, 2024 Cadillac SRX was taken to *************** because the brake light was on. After paying a $237 shop fee I was told the car could not be repaired. The part needed was no longer from Cadillac and that there are no after market manufacturers of the part. I was informed that my car with ****** miles on it was junk.No attempt was made to resolve the issue because the part is not available anywhere. I called Cadillac customer service and was told the same story with no offer to resolve the problem. No offer to exchange / replace the car with a similar car that I can drive. I would expect better from Cadillac and from Val Ward Cadillac

  Business Response

  Date: 07/10/2024

  My apologies to ************ for having this problem, unfortunately the automotive industry supply chains for parts has not fully recovered since COVID.  The part is simply not available anywhere; if it becomes available, we would surely do the repair for **************** car.  These problems currently exist for various parts across all makes and models of cars, especially in models not being produced anymore.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21957618
  
  I am rejecting this response because: I believe a company as big as GM and their dealership should provide me with an alternative for my transportation needs.  

  Having an unusable vehicle in my driveway because of COVID (March of 2020) four years ago does me no good.  Using COVID as a reason (excuse) is unacceptable.

  I need a solution that provides me with transportation.

   

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

  Business Response

  Date: 07/18/2024

  Anything further should be directed to ************** as they indemnify their dealers for the product.  We wish ****************** well.  All we can do for ****************** is: we are willing to give ****************** fair Market value in a trade event on a newer vehicle.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21957618
  
  I am rejecting this response because: Val Ward  is not making any attempt to resolve a repair issue.  This car has never been serviced by anyone except ***************.  This car only has ****** miles on it.  This car is still under a full warranty.  *************** is just passing the problem when they say the car is junk and I should try to the problem solved by General Motors.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/19/2024

  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.

  Bought a xlt4 2024 on 9/13/23. Has been in there shop several times since I bought it. Have had several issues with vehicle. I feel for a brand new car it shouldnt have to go yo shop so many times . 1. Lights staying on on the dash board. Dealership didnt have correct instrument to check whats going on in the car. Was told we will call u when we have the correct instrument 2. Got call to bring car in to check light on they now have correct instruments 3 camera module not working had to wait for part.4..got call to bring the car in for the camera module fix dropped car off next day got call to come get the car they dont have the part. 5Camera module that was being replaced had an issue and had to be reordered . So again had to wait. 6 Camera module issue but this time they chose to have the module recalculated instead of replaced. 7. Rattling in dash they kept the car . Was not asked if service manager could drive car home n back over night was told upon car pickup several miles out on car 8. Back again for the rattling and loud air flow sound when driving, car wouldnt start by pushing button on dash . Had to start by phone app dealership did not ask me if they could have service manager drive the car home and back . They told me they did it upon pick up also Car was in park at the dealership in service area and it turned it self off and back on by itself and a error tool light appeared on dash board. 7. Rear hatch opened up by itself while backing out of my garage. Broke my screen doctor on garage and slightly dented car hatch back took car in to have hatch back checked out. They told me if I cant make the hatch back pop open by it self they could by do anything. Didnt seem to care about the loud noise while driving. Service manager now out for six months so oh well nothing they can do. This vehicle has 2500 Miles on it its 2024 brand new I feel its a lemon. Id like it replaced with the same car. Plus car Notes dont states what they do to car

  Business Response

  Date: 04/23/2024

  Good afternoon, I want to first explain some of the process.  Mrs. ** Fleur is asking to have her vehicle exchanged with a new one.  That falls under the responsibility of the manufacturer "Cadillac".  I have sent in her repair order history to the people in charge of these types of events.  They have reviewed her case and have seen some merit, as they have asked to have **** *** to come in and pick out a potential replacement vehicle.  This does not mean Cadillac has accepted her request but it is a good sign.  Her salesman is reaching out to set up an appointment at which time I instructed him to find me so I may meet her.  So, in closing we will do everything to help **** *** but it is not our responsibility to do the actual exchange.  WE will be working as an agent between the customer and General Motors.  

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21593259
  
  I am rejecting this response because:

  *************** is acting as an in between for Cadillac and myself. Until the outcome is resolved, I will continue to reject my complaint. I have three more papers to attach, but for some reason, it tells me that they are too big to upload. Please send me an email where I can send the next three invoices of car service to the Better Business Bureau for their records. 
  
  Sincerely,
  
  **** *** La Fleur

  Business Response

  Date: 04/30/2024

  I received an email from Cadillac this morning and they have assigned a representative to her case. This is a very good sign.  I will reach out and see the following steps. These types of events generally take 4-6 weeks to resolve with ************** as they are a very large corporation. 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21593259
  
  I am rejecting this response because:
  Im playing phone tag with a ********** phone number *********************. 
  she is wanting to find out how much we owe on the car and other information in order for her to make a quote on how much they can pay to get the car back as I said before interested in trading the car for the same vehicle but right now we are playing phone tag and rejecting until we come to a agreement I do have three other papers to upload for the BBB unfortunately for some reason they will not upload I can be reached at ************ thank you
  Sincerely,
  
  **** *** La Fleur

  Business Response

  Date: 05/01/2024

  I believe her name is *******, she works in the repurchase department at General Motors.  She has also reached out to me and asked for information that is normal in a repurchase event, i have sent it to her.  This is all positive information.  Ms ** Fleur needs to understand that Cadillac's dealers are indemnified by General Motors.  Val Ward Cadillac has nothing to do with the actual acceptance or denial of a repurchase.  We have sent all the concerns to Cadillac and they are responding.  It is important she keeps communicating with the Repurchase coordinator that was assigned to her case; only they can make this happen.  I realize there may be some missed calls, but this is the only way to get this completed.  Again, the fact they assigned to a repurchase coordinator looks very positive.  

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21593259
  
  I am rejecting this response because:
  I have spoke with ******* a week ago and sent her the information she needed. I have not heard from since. Supposedly may 13th a car is to be delivered to *************** that will possibly be a replacement for the car we have. We are waiting on the buy back purchase numbers from *******. Until we really get the numbers and a replacement we will keep rejecting. Yesterday we also finally got back the green certified mail receipt from GM in ****** where the car was manufactured. So now we wait for a call for the next steps. 
  Sincerely,
  
  **** *** La Fleur

• Initial Complaint

  Date:08/28/2023

  Type:Product 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.

  On August 1, 2022, I pre-ordered a Cadillac Lyriq EV by sending a $100 refundable deposit to Val Ward Cadillac via my credit card. See attachment lyriqpreorder080122.pdf. After learning that the delivery would be more than one year out, I requested a refund of my $100 via email on 03/29/23. See attachment lyriqemail1. Not receiving a response, I drove to the dealership on 04/13/23 to contact Mr. ************************* who was busy at the time. I returned home and followed up with an email. See attachment lyriqemail2.pdf. I eventually spoke to ******************** via phone and he said that he would refund the $100 to my credit card, but he did not. I sent another email on 06/11/23, he replied on 06/12/23 stating that he would refund my credit card account, which has not done to date. See attachments lyriqemail3.pdf and lyriqemail4.pdf. It has now been 5 months since first requesting my refund and they have not delivered.

  Business Response

  Date: 08/29/2023

  i attached the document where we thought we had done our part on the ** website to refund ******************** his deposit back. It must not have gone through.  We are cutting a check this morning for the $100 and it will be in today's mail.

   

   

  Customer Answer

  Date: 09/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My refund has been received. Thank you. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/02/2023

  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 new 2022 XT5 Cadalliac from *************** in ***************, **, and are continually returning for service. due to the Radio/GPS Infotainment System shutting down and then beginning to reboot. Along with the improper installation of the Manufactures's function chip. GM ******************************* need to provide a replacement. Service dates and documents provided by *************** ****************** GM Customer Assistance request number *************** Concerns requiring service.1, Back Ordered Chip appointment installation 2, While driving, the Radio/GPS Infotainment System shuts down and begins rebooting.3. Hands-Free Lift Gate Light stays on Dates of Service and Reason for Service 08/31/2022 for Concerns 1 & 2 - Concern 2 System reprogrammed, Chip not available scheduling error.09/22/2022 for Concern 1 &2 - Concern 2 & Chip not available scheduling error.09/26-2022 for Concern 3 10/27/2022 For Concern 1 Chip installed.11/03/2022 for Concern 1 new chip installed.11/09/2022 for Concern 1 new chip installed.12/20/2022 for Concern 2 used Bulletin 22-NA-127 & Oil Change 01/05/2023 for Concern 2 & Driver seat adjustment 01/19/2023 for Concern 2 Service dates and documents provided by *************** ****************** GM Customer Assistance request number ***************

  Business Response

  Date: 03/06/2023

  We are sorry for the problems the Carriglio's are having with their XT5, Cadillac is in the process of preparing an update for this vehicle.  They have taken the proper steps in getting ahold of the Cadillac ************* team.  We will pass this info along to the Cadillac management team in the Southeast region and follow up with them on this matter.  

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19520766
  
  I am rejecting this response because:
  I want *************** to be working with GM to get my car fixed or provide with a replace according to the lemon law regarding this car.
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/07/2023

  Again, we are going to push the *********** case to the Cadillac Management team in charge of the Southeast region.  Cadillac indemnifies the car and only they can process a buy back on their vehicles,  We will pass along the Carriglio's request for a buy back along with the case file.  We will reach out to the Carriglio's soon.

  Customer Answer

  Date: 03/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, providing *************** follows through with GM resolving this concern.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/14/2022

  Type:Billing 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.

  This company tried to charge me over 650$ more for the same part and service as one of our local ***** dealerships. Then I decided not to have the service done due to the price gouging that was going on by the company and was charged 210$ for an hour diagnostic of the car even though I told them the starter was bad when the car was brought to them. Please take business elsewhere.

  Business Response

  Date: 11/14/2022

  Please attach a copy of the repair bill paid to the ***** dealership so I can go over with my service department. Once done I will review some options that hopefully will be satisfactory to **************************  I apologize for any problems incurred and look forward to assisting.