Complaints

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

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  Ocean Cadillac

  17800 Ipco Road Miami, FL 33162

• 

  Ocean Cadillac

  1000 Kane Concourse Bay Harbor Islands, FL 33154-2107

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:03/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a 2019 cadillac escalade from the dealership about 4 years ago. I made sure to purchase extended warranty on the car. at the time of the purchase, the dealership made a mistake on the warranty purchase date, instead of putting it for the time of the sale, they put it to start in the year of 2025. the car broke down(need a new engine) now and the warranty won't replace it because of the mistake that the dealership made while writing the warranty. since it was their mistake, they should provide me with a new engine. now it's been 5 months since they have the car at the dealership and they won't even take my phone call no more when I call them to ask them when the car going to be fix. after they been giving me the run around everytime I called them for the past couple month. the sales manager ****** ***** *************) is the one who's in charge of getting the car fixed, but now everytime I call him, he just send my call to voicemail. since I can't afford a lawyer to go after them, they just been ignoring me for the past 3 months and now that I don't have the car to drive, I'm forced to pay for rental car from friends and family members. I've tried asking the dealership to give me a loaner or pay for rental car for me while waiting on them to fixed my car but they refuse to do so. I got to a point where I'm not able to pay the car notes anymore because I'm spending the money that I was supposed to pay for the car in rental service so the bank has been calling me about payment and now they put the car out for reposes. I'm about to lose the car just because the dealership made a mistake and they not willing to take responsibility for their own mistake. i explained the bank the *********, they try calling the dealership as well but once they mention the issue, the dealership/sales manager been avoiding their calls as well. please help me with this issue. thank you.

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Used vehicle purchase from Ocean Cadillac, 7/19/24. I had vehicle transported to me and they received a cashier's check in return. Hours away from dealership so after my initial visit there, communication and paperwork were done by phone/texting/online. The car was advertised as accident free which I found out later had been in an accident after my mechanic inspected it. Pictures available. Vehicle advertisement was on dealer website and Autotrader July 12 and 13 along with the Carfax reference. The car's headlight/turn signal were needing repair and this was to be done as part of deal. Salesperson had to check on issue and stated he would call me back beginning of week. After not hearing back and having to call him, I was told it would take 30 days for the part and therefore too long so salesperson verbally offered me another $400 off and once the car was transported to me and they received the paperwork, title clerk would cut a check and mail it to me. Salesperson and Finance Mgr. both stated this on two separate calls. I never received the check. The vehicle was transported to me not detailed or checked as promised. Fuses out, wiper fluid was empty. I had to call several times to try to get answers to questions and the **** was not responsive. I asked **** to make sure there were two keys and to let me know if there was not prior to transport. He never did and car showed up without the second key. I ended up having to purchase a second key from *****. I tried to call the **** and S.M. on 8/21/24 and was told they were in a meeting. I then emailed the General Mgr. ****** ******* and Sales Mgr. ****** ***** on same day of 8/21/24 and never heard back. I want a resolution to accident inaccuracy. I want the $400 that was verbally agreed on by **** *** and Finance Mgr. ****. I would like to be reimbursed for the second car key that I had to purchase from local ***** dealership since I wasn't informed that it would not be with the vehicle at delivery.

• Initial Complaint

  Date:07/02/2024

  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.

  On 5 May 2024, I drove from ***********, ** to *****, ** to purchase a white 2021 Audi A5 (vin #*****************) from Ocean Cadillac. The original price of the car was $23,941, after all associated fees and taxes the outstanding value came to $29,166.07, I placed $7,000 down on the car which would finance me the car at $22,166 , I then completed all paperwork on my behalf and I was informed that the financial office would process all paperwork the following day. Approximately 2 days later I logged into my banking account to to see that Ocean Cadillac requested the full amount of $29,166.07. I immediately called and talk to my sales representative *********************, he let me talk to someone in the finance office and he informed me that my refund would be sent off (check) that same day. It has been almost 2 months since and I have yet to receive my payment. I have called the dealership at least 10 times, I have e-mailed them twice and responses are minimal at best (2 times I've received information but no follow up). The last time I sent an e-mail approx. 2 weeks ago to the general manager and the sales manager, no one has replied. With them placing the fraudulent charges to either my USAA account or the Navy ******************** loan, I would like someone from corporate to look into this matter. Being a member of our armed forces, it is disheartening because after immediately returning from a deployment, I chose to spend the money I earned with this dealership, for them to act dishonorably. The legal representation I received on base informed me to contact the BBB, if required at a later date for me to utilize the small claims court process. Thank you for assistance on this matter.

  Business Response

  Date: 07/03/2024

  Dear Better Business Bureau,
  
  I hope this email finds you well.
  
  Please find the attached documents that provide proof that the check has been overnighted. The check has been ready since May 10, 2024. However, we required confirmation that the loan was funded for the correct amount before releasing the check.
  
  Thank you for your attention to this matter.
  
  Sincerely,

   

   

  Customer Answer

  Date: 07/19/2024

   
  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. The only part in their response that I do not agree with is the 10 May needing to verify the bank paid the correct amount. The correct amount being processed and paid was confirmed two days after purchase of the car. This concurred with by the dealership and the bank. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/31/2024

  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.

  On May 9, 2024 my car was taken into service due to noises that I heard from the steering wheel and coming from the front of the car. The information I received was that met car had to have some suspension parts changed and an oil leaked fixed, fine it spent 2 weeks there. My escalade was picked up on May 24 around 5:50 pm and on the drive home I heard a noise again, called the dealer but they had closed. On May 25th at 12:12 pm I called the service department to express my concerns and also inform them that my forward collision was not working which had never happened. I was told that they could not check the vehicle and since it was a holiday on Monday, they could not help until Tuesday and to bring it in. On Tuesday May 28th my car starts making the same steering wheel noise I had reported initially to the dealer and then proceeds to make an extremely loud metal noise as if something were about to come apart. I called ******** the service advisor that assisted and he stated I could bring the car in but that there was no loaner available. I have a 3 month old, work and require a vehicle for my family to use. I can not just drop off my car for an issue that was supposedly been fixed but is not 10 times worse and be left with out any way to transport myself. I expressed this to the service advisor but he stated there was nothing that he could do.I am not satisfied with the service that has been provided because my car is now in worst conditions than it was when I originally brought it in and it's a safety issue for my family and myself. I do not feel safe driving my child around in a vehicle that sounds as if it's about to fall apart.It's not acceptable to be dealing with worst issues then the ones I was originally experiencing and then have the dealer brush it off when it's there responsibility to give me back a working vehicle when it was stated that everything was fixed.

  Business Response

  Date: 06/26/2024

  Dear BBB,
  
  I am writing in response to the complaint filed by ******* Sedan regarding the noise issue with their vehicle.
  
  On Monday, June 24, 2024, my service manager had the opportunity to meet with ******* husband. The vehicle in question was purchased used in *******. Our team has been actively addressing their concerns.
  
  The claimant has reported that their vehicle is still making a noise from underneath. We are committed to resolving this issue and will gladly diagnose the problem to determine our technicians' findings.
  
  To proceed, we will schedule an appointment for the client and ensure that a loaner vehicle is available for their convenience. Once everything is set up, *****************************, their designated service advisor, will address their concerns directly.
  
  We appreciate the claimant's patience and understanding as we work to resolve this matter. If there are any additional steps we need to take or further information required, please let us know.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a first time customer, I purchased the car on Feb 10, 2024 told the car had one previous owner NO accidents and was checked. Told credit was low which at time was over 700+. They sold car for double the value after putting a $5,000 down payment. After leaving the lot that night, drove home and realized there was loud noise coming from the vehicle. Went back on the Sunday and told to come Monday as service repairs was closed. Went on the Monday morning for servicing. Throughout the servicing was never called by workers about updates unless me or family called, very unprofessional. Each time asked about the problem or when it'll be out there were no updates just it'll be ready next week then the week after and the week after. It has been over 3 months since I have seen my car and I have no idea who I can complain to. No straight answers from the people working at the company. I am paying monthly car insurance and car payments on a vehicle not in my possession. The business has given me options: (1) take the car when serviced (2) choose a new car that they'll finance (3) transfer account and down payment to other Cadillac dealership. When I went back in 2-3 days they changed their position again to "No, we cannot do any deals." I went to another Cadillac dealer and when seeing how much the value of the car would be they said they couldn't even look up the *** yet alone find any information on the vehicle. This is very alarming to me. At this point I'm not sure if I want to do business with this company and just want my down payment and money reimbursed. I just want to be done, this has dragged out long enough. I have not driven this car more than to go home and get serviced, I'm highly frustrated. *Update: As of May 20, 2024 I have gotten the vehicle back, however, I'm displeased with the service and handling of this deal. I would still like to be reimbursed for my down payment of $5400. Im willing to give the car back if that will resolve the issue.

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 sold our 2016 ****** Altima to this dealership some time last year and they DID NOT GIVE US OUR TAG back from the car. Even after we noticed that it was not given to us, we called multiple times to resolve this and they said everything was fine and we would get the tag back. Never got the tag. ******* it was just destroyed. Fine. Fast forward and we are now being billed from Sunpass for the tag that was on this car!!!! HMMK32. I am so displeased with this whole process. We called so many times about this and now to find out that our tag was given to someone else??! WHAT THE HELL????!! This has to be a crime. Our tag was supposed to be given back to us. Now when I try to get this issue about being billed resolved, I was told that I would have to file a police report to get this handled but this is not our resposnsilbity to do that. The tag was not stolen or lost, we sold it! We sold the car attached to this tag. How in the world did it end up with someone else? If it wasn't going to be returned to us, IT SHOULD'VE BEEN DESTROYED. In the very least. This is completely unacceptable and this sale was completely mishandled and I am looking into getting a lawyer and seeing what we can do to hold Ocean Cadillac accountable if they do not get this situation handled. We shouldn't have to go through this.

• Initial Complaint

  Date:04/10/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 purchased a new Cadillac at this dealership, which acts worse than a small ******* dealer and has zero professionalismfor representing the Cadillac brand in my experience.I saw, I am getting overcharged with various fees that are not for any valid services.Predelivery service charge: $999.00- there is no such thing as this charge and using creative ways to increase the bottom line of the company is unacceptablefor a dealer of this kind.Electronic Registration filing fee: $139.95 - anothercreative charge Title, registration and/or licensing fees: $418.84 - i will ONLY agree to the charge of transferringmy plate to this new car, since i am not even getting a new plate.Including languageson the paperwork like: "tag agency fee", "elec filing fee" " license fee" to make it sound like correct legal charges is ridiculous.According to ******* law it is illegal and a violation of statutes to do this, but as usual the dealer is violating the law and decided to ignore my complaint, which I will file formal complaints with Cadillac, the ******* Department of highway, attorney general and any other agency that regulates dealerships.Motor vehicle dealers are prohibited from inserting into any of the purchase paperwork a fee for, Title and Registration Fees (including a private tag agency fee of $____.__). This violates 320.27(9)(b)3, which states that this fee is false, misleading, misrepresentative, and deceptive with regard to the sale and financing of motor vehicles. The way that dealers insert this fraudulent car dealer fee also violates ******* Statute 501.976(11), which makes it an offense to add any fee or charge to the cash price of a motor vehicle under rule 69V-50.001 of the ******* Administrative code.Violates statutes 320-27(12), which govern the imposition of fees that lead the client to believe that such fees are mandatory fees being charged by the state.

  Business Response

  Date: 04/25/2023

  Hi ******,
  
  I will forward your complaint to our attorneys if that is your wish. However, you will spend more money in time and effort, and attorney fees on your end than it's worth.
  
  In your complaint, part 6, you state we are being deceptive based on a disclosure that was not disclosed. If you look at the paperwork on your Vehicle Buyers Order, you will see that it is clearly disclosed, and not only did you initial it, you signed the buyer's order as well. It is also clearly disclosed once again on your Retail installment contract, initialed and signed once again.Both of which you have attached. 
  
  ******,why don't you call me to discuss this? Again, if you want to spend your hard-earned money, time, and effort on an attorney, that is your choice.However, we can figure this out between **.
  
  Thank you, ******. I hope you have a nice weekend.
  
  Matt

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19917211
  
  I am rejecting this response because:

   

  
  Hello ****************,
  
  
  I can not call someone (you) and figure things out as you mentioned when you refuse my calls
  
  
  Thanks 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/09/2023

  Good afternoon. 

  This gentleman ****** has never called me. He has also filed a bogus lawsuit against **. I have referred this to our attorneys, and I have been instructed to no longer communicate with this gentleman. He has also been sent communication from our attorneys to call him directly to resolve any matters. 

  This is a bogus lawsuit from someone trying to get money out of ** when we did absolutely nothing wrong. In fact, we went over and above. 

   

  Thank you.

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

  Customer Answer

  Date: 05/12/2023

  Complaint: 19917211

  
  

  I am rejecting this response because:

  
  

  1. No lawsuit had been filed as of today 

  
  

  2. I have called the gentleman 4 times and it sents me to voicemail. He suggested multiple times to call him.

  
  

  3. There has been zero communications from any attorney of Ocean Cadillac.

  
  

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of the transaction was sometime in the beginning of July 2022. I sold my vehicle (Vin #*****************) 2016 ****** Altima to Ocean Cadillac and I unfortunately left my tag on the car. I realized a couple of days later when my Sunpass was being charged, I called them immediately to see about getting my tag back for me and they told me I had to file a police report and since that time I have been trying to get this resolved with the police and they refuse to do a police report for me. They said it's Ocean Cadillac's responsibility to give the tag back and they should've realized the tag was on the vehicle and removed it and notified me as it is a serious matter. I spoke to 3 different police departments. Ocean Cadillac has not been helpful at all. I have called many times and just get the run around when all I am trying to do is get my license plate back. The license plate/tag number is ****** and I want to keep that. I don't want a replacement tag # and I don't want to pay for one. I think this should've been an easy resolution.