Complaints

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

close

Find a Location

Massey Cadillac North Orlando 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

• 

  Massey Cadillac North Orlando

  4241 N John Young Pkwy Orlando, FL 32804-1919

• 

  Massey Cadillac North Orlando

  8819 S Orange Blossom Trl Orlando, FL 32809-7913

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:02/07/2025

  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.

  They sold me a vehicle with warranty an the vehicle only lasted 3000 miles the warranty will not cover the vehicle and the vehicle does not pass inspection it fails for emissions

  Business Response

  Date: 04/07/2025

  Hi ********* you please call us and ask for ***** ******, or *** ****** so we can speak to you? Please and thank you.

• Initial Complaint

  Date:01/28/2025

  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.

  Still waiting for plates and registration from a car that I signed lease paper work on 3 months ago. Was told no issue and they would send it to me. After not receiving it I've been following up with the ** *** ****** and his last response 7 days ago was I need to supply the lease paper work, the color, and some U drive it number which I dont know what that is. I've asked for clarification and why they would need that information since I leased it from them and so far crickets.

  Business Response

  Date: 02/12/2025

  Hi - as discussed with Mr.Close - this is an out of state deal, and the *** for tag finalization is on 2/14/2025. Almost done!

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising 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.

  Since December of 2021 after purchasing a GMC 2022 Cadillac Escalade we have had many issues with this vehicle. Each time we've had an issue we've contacted the dealership. The first issue started in May of 2022 where a sensor that reads forward Collision System unavailable kept popping up on the dashboard. When the tv sound is connected to the radio nothing but static was coming through. The carpet that was put in the vehicle was some type of faulty carpet where we had to get it replaced the year after purchasing it. Took the vehicle to Massey Cadillac in Orlando Florida located at 8819 and received the vehicle back with dings, scratches and other damages to the interior happened while in their possession. Spoke to a manager at the location by the name of ****** ***** who stated he didn't have any problem with fixing the damages that came up to $4,374.31. ****** ***** never got back to us after numerous attempts to reach him by phone and email. Moving into 2023 the vehicle continues to have the same forward Collision System error from when we originally took it to Massey Cadillac.

  Business Response

  Date: 01/17/2025

  Hi this is *** ******. ****** ***** is no longer with us. Please contact the store at *********** and ask for *** ******.

• Initial Complaint

  Date:11/19/2024

  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.

  On the of 10/2024 I dropped my 2009 cadillac dts at the service department at massy cadillac on ***************************. my car would not start the next day they call said my car was ready I padded $916.47 They gave me a invoice tool my that they check everything from bumper to bumper on my car..as I left the dealership I smelled a strong oder of gas coming from my vents the next day I went to the store got back in the car and it would not crank. So I call the dealership and told the staff member ****** **** who works in the service department told me to have it towed back to the service department and he will let corporate know to remembust me my towing fee. And that's the reason I'm writing you ****** **** HE WILL HAVE CORPORATE TO CUT ME A CHECK FOR MY TOWING FEE OF $120.00

• Initial Complaint

  Date:07/29/2024

  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.

  We got a 2018 **** Focus at Massey Cadillac in Orlando.We did a test drive everything sounded good.Within 2wks, the car started stalling while trying to accelerate. We called our Mechanic regarding this.They stated that it sounds like transmission clutch that we should take it to the dealer. A car serviced and inspected doesn't go bad within weeks.We took the car in *** July 20.We were told to bring back the car on Mon for there mechanic to look at it.We took the car in.They stated they tried to call us there was no call.They said the car was ready to be picked up. There mechanic said that it was shaking they can fix it.They were unable to tell us if it's transmission issue.We asked why we had pay they said since we didn't have warranty.We were told to talk to the general manager about this.We spoke with manager ****** later in the evening.He stated to us multiple times that the car is SAFE, NOTHING IS BROKE and THE CAR IS DRIVEABLE.We asked about the transmission clutch.He was unable to answer.We mentioned what our mechanic said.****** stated to us that he had to in good faith trust his mechanic, and this was all they could do.This did not address our concerns, we picked up the car. Within 24hrs the check engine light turned on.We took it to **** to get guidance.They did a diagnostic was found its a transmission problem.If car was safe and not broken the check engine light would not be on.Cadillac other manager said he would find out from mechanic what was the issue.When we asked to speak with the mechanic they said they would call us, there was no call .After **** working on the car,Cadillac finally said its the transmission.No one after phone calls back and forth stated this to us.**** saw that the transmission have more issue then just the clutch.The check engine light turned off then within minutes the check engine light turned back on.**** stated to us this is underline problem with the transmission.We told Cadillac we want to return the car they declined.

  Business Response

  Date: 08/29/2024

  ***************************** came into the dealership on 06/29/2024 and purchased a 2018 **** Focus with Vin# ***************** with *****. This vehicle was purchased "As Is" with no promises with signature on the Buyers Guide as required per State of Florida.

  On July 20th customer reached out to sales associate stating the vehicle was not shifting correctly.  The dealership offered at no expense to the customer have the vehicle diagnosed. The vehicle came in with no check engine light on and was examined by one of our technicians.  The technician was able to get the vehicle computer to give him a code.  The diagnoses came back that the clutch actuators were sticking and to repair this it would be $496.98. 

  I believe it was Monday the 22nd we informed the customer of what was found.  We offered to split the cost of the repair; their portion would be $248.49. This information was directly discussed with Mr. ***** *******************. The vehicle was operating within the normal parameters, and it was determined safe to drive.  Guest picked up vehicle and choose not to go forward with the repair.

  We see with this inquiry that they elected not to have us do the work done by us and went to **** dealer.  The vehicle was sold as equipped AS-IS with no warranty and disclosed and signed by the customer.  We will however still pay the portion of the $248.49 we said we would pay from the original offer to assist.  Please let us know if you would like us to mail this directly to you? 

  Sincerely,

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

  General Manager

  Massey Cadillac North

  ************.

   

   

• Initial Complaint

  Date:07/15/2024

  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.

  I purchased my new "lemon" 2024 XTS 5 from Massy Cadilac on 19 Jan 2024, all was well until driving home, my transmission failed May 20th, service could not get me in until May 24th, 2024. When i arrived, there was not a rhyme or reason for the failure, the service department worker ****** informed me that there are several XTS 5s that have the same issue and had been there well over 40 plus days. I was given a rental car, not even the same quality as my luxury car, i was given a ***** Traverse to drive around for weeks. After a few weeks of waiting and given the news that the parts are not available with not expected lead time, i spoke to the General Manager at Massy Cadilac and he informed me that they had issued a stop sale on XTS4 and XTS5. I told him that i would like a full refund and did not want that car back after paying monthly payments and not being able to enjoy my car that only has ***** miles and not a year old. He had no real explanation. Insult to injury, I am driving a car for the past few weeks with the dealership advertisement on the rear windshield. I have a complaint in with Cadillac Customer Assistance, case #*************. I am not satisfied with the car and service after the sale, i would like a full refund. Sadly, I bought a car that i cannot enjoy and will not want to drive after someone digs into my transmission. I'm a retired 25-year Navy Verteran, I deserve better!

  Business Response

  Date: 07/16/2024

  Good morning,

  We do so wish that our customer does not ever have their vehicle broken-down and need repairs.  It is extremely unsettling and stressful any of our guests.  The advantage you have as a new Cadillac owner is that the factory provides a great warranty with your Cadillac purchase.

  Your warranty on your vehicle is 4 years or ****** miles ****** to ************** Warranty and 6 years or ****** miles ****************** Warranty. During a warranty repair Cadillac provides rental or loaners for the customer.

  This protection allows to know your protected in the event of a breakdown. Unfortunately, this has happened to you for that we apologize that it has.  We truly wish it had not. 

  From talking with the service department today your vehicle repair is complete, It is our hope is that nothing more happens to your vehicle, but you can rest assured your warranty is there to protect you.

  Sincerely,

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

  General Manager

  Massey Cadillac North

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

   

   

   

   

• Initial Complaint

  Date:07/05/2024

  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.

  When I leased this vehicle I was asked to come back for the second key fob. When I came back for my oil change and to get the fob they advised me that the person that sold me the car no longer worked there and they were looking into the issue. I never followed up. Now I try again to get the fob and the manager **** advised me that his staff did not document anything and that he would not be able to help me

  Business Response

  Date: 07/05/2024

  ***********************;replied on Jul 5, 2024 8:47 PM 
  Hello, thank you for leaving us feedback. We are disappointed to hear that your experience was not a positive one. I would like to personally apologize for today events and that it was not followed up on by the dealership team.

  I would also like to fix this for you as well.

  We understand that buying a new car is a big investment and with it you should get both sets of keys/remotes.

  Please contact me directly so that I may correct this for you. Below is my direct line.

  Sincerely,

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

  General Manager

  Massey Cadillac North

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

  Customer Answer

  Date: 07/10/2024

   
  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:06/23/2024

  Type:Sales and Advertising 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 purchased a 2018 Cadillac CTS (turbo) on 7/30/2021. On 11/25/2022, I suffered a devastating medical injury resulting in my inability to drive. After enduring over (2) years of intensive medical treatment it was evident that I would not be able to safely operate a vehicle. I then approached the dealership that I had purchased my vehicle from (after enjoying an established relationship with this dealership extending over 10+ years) offering to sell the vehicle in question back to them. After receiving a low purchase offer, I approached an additional (3) dealerships, only to also receive further low purchase offers. I then further inquired as to the reason for the low purchase offers only to discover that this vehicle had been involved in an accident and that this information was purposely kept from me on the day of my original purchase. I then approached the Massey Cadillac dealership (with the original purchase packet and the actual vehicle accident report) asking that in an act of good faith that they pay off this vehicle in full. As of this BBB complaint form, I have not received a response from the offending dealership. I am therefore soliciting your assistance in bringing this matter to a timely and reasonable manner.

  Business Response

  Date: 06/26/2024

  Thank you for providing this information to the dealership and giving us the opportunity to respond. I have reviewed ****************** deal, in which the dealership sold her a used vehicle. As was customary for the dealership, we provided to ****************** a copy of a CarFax vehicle history report. As you know, these are prepared by ******, a third-party company, and the dealership has nothing to do with the preparation of CarFax reports. CarFax reports routinely list any prior accidents and detail on the repair facility. The CarFax report that was prepared by CarFax listed NO prior accidents. We have not been able to locate any record of ****************** returning to the dealership offering to sell the vehicle to the dealership. Please let me know if you have any questions. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21890773
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 06/27/2024

  On 4/29/2024, I took the vehicle in question to Massey Cadillac to simply get a quote to purchase back my vehicle as I was no longer physically able to safely drive due to a medical condition. I was then give what I felt was a low-balled quote. I left and went to further inquire about purchase quotes from (2) other reputable dealerships. It is during the (3rd) visit to a dealership as to when it was stated to me that the reason for my low-balled quotes was that this vehicle had been involved in an accident. My husband (retired ***) was able to confirm that the vehicle had been involved in an accident PRIOR to Massey Cadillac selling the vehicle. On 4/30/2024, I returned to Massey Cadillac with the vehicle in question, the original accident report/case number, my low-balled offers from (2) other reputable dealerships and a print out of my vehicles payoff from ************ My husband and I spoke with **** (mgr) and ************************* (mgr) providing them with supporting documentation and the fact that they had knowledge of this vehicle being in an accident which they chose not to share this information with me at the time that I purchased the vehicle on 7/31/2024. I simply requested that in good faith that the Massey Cadillac dealership payoff the vehicle, which amounted to approximately $2500. I further explained that I have maintained a relationship with this dealership since 1998 and further had trusted and enjoyed purchasing and servicing several vehicles at their dealership and I wanted to continue this relationship without further escalation. 

  Business Response

  Date: 08/01/2024

  Thank you for providing this information to the dealership and giving us the opportunity to respond. I have reviewed ****************** deal, in which the dealership sold her a used vehicle. As was customary for the dealership, we provided to ****************** a copy of a CarFax vehicle history report. As you know, these are prepared by ******, a third-party company, and the dealership has nothing to do with the preparation of CarFax reports. CarFax reports routinely list any prior accidents and detail on the repair facility. The CarFax report that was prepared by CarFax listed NO prior accidents. We have not been able to locate any record of ****************** returning to the dealership offering to sell the vehicle to the dealership.

  After further review we still do not see anything that the dealership has done to warrant this complaint.

   

• Initial Complaint

  Date:06/07/2024

  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.

  So made need you to solve my problem, it's a business transportation company

  Business Response

  Date: 06/24/2024

  After review with sales manager and salesperson this was brought to their attention after the vehicle was sold. We will be happy to assist in the introduction to a ding removal company we use.  Please let us know so we can arrange an appointment.

  Customer Answer

  Date: 07/04/2024

  I would like to follow up and make an appointment regarding my previous case

• Initial Complaint

  Date:04/04/2024

  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.

  As I was unaware of any supplemental repairs to my vehicle. It appears ********************* ************* email: ******************************************** made unauthorized supplemental repairs to my vehicle and will not release my vehicle demanding I pay out of pocket for those unauthorized repairs.

  Business Response

  Date: 04/22/2024

  The issue was actually between ************** and her insurance carrier.  Her insurance policy apparently did not cover the replacement cost of OEM wheels which had to be used when the wheels she had were not available.  The additional charge has since been resolved and ************** has taken delivery of her vehicle.  We consider the issue now resolved.

   

  Thank you.

   

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