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:06/16/2025

  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.

  Purchased a 2018 Cadillac ATS from this dealership on 4/9/25. The vehicle had a faulty backup camera that would flicker and cut out while in reverse. The dealership provided a We Owe to replace the backup camera. On the first service visit, the camera and its matching bezel was swapped with one from a junkyard. Upon pickup, the camera image was fuzzy and pointed straight at the ground. It was clear to me the camera was never tested after installation. **** ****** promised to ship a new replacement backup camera to me. A week later, I received a camera, but the camera I received was an aftermarket camera that did not go to my vehicle. Upon installation, the backup camera did the same thing as the previous camera, it pointed straight at the ground. I then had a local ** dealer run the part number of the bezel that was on the vehicle, and it turns out the bezel was not correct to the vehicle. This confirmed that the junkyard camera with bezel was from a different ATS that was not compatible with my particular vehicle. I called **** ****** multiple times and received no responses to my calls, so I contacted ***** with their service department. ***** acknowledged that the bezel was swapped, but admitted that they had lost my original, correct bezel. ***** then told me he didnt know what to do and ended our call and never called me back. After a week, I left a one-star review on ****** for the dealership, and ** ***** responded, stating to email him for assistance. I emailed him, and after a week, also received no response. I went to Motor Werks Cadillac to order a replacement bezel that matched my vehicle, GM part number #********. Given that this dealership lost my original part and installed a lesser, non-functional part onto my vehicle, then disregarded all of my communication attempts, I am asking that the Better Business Bureau determine that this dealership should compensate me for the part that I paid out-of-pocket for in order to make my vehicle whole again.

  Business Response

  Date: 06/20/2025

  This response concerns the 2018 Cadillac ATS (VIN: *****************) purchased by Mr. ****** ***** on April 7,2025.
  Before the sale, the vehicle underwent a full inspection and service totaling $630.31. At purchase, ******** declined extended coverage but signed a We Owe form for tires, which we fulfilled on 4/14/25 with a $1,278.16 install. In addition, we goodwilled several items including a reverse camera, OnStar battery, second key, headlight restoration, and a full buffnone of which we were obligated to provide.
  Mr. ***** later raised concerns with the camera, despite us replacing it twice. We noted the presence of an aftermarket Apple CarPlay system, which can cause interference. Regardless, a third OEM camera was ordered, received on 5/19, and shipped with the original closure handle per his request.
  In total, weve provided over $1,600 in goodwill parts and labor, responded promptly to each concern, and maintained transparency throughout the transaction. The ongoing camera issues appear related to user-installed aftermarket equipment, not dealer error.
  We stand by the fairness of this transaction and the above-and-beyond efforts made to resolve Mr. ****** concerns.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23477217
  
  I am rejecting this response because:
  

  Ive taken the time to carefully review the response as received by Rizza Cadillac, and I would like to begin my rejection of the response by requesting that Rizza Cadillac provide receipts and/or repair orders depicting the $1,278.16 service for four tires on the vehicle. Additionally, for documentation, the $630.31 repair order for the full inspection and service.
  
  I request the repair order for the tire installation as the tires as promised at the time of purchase in writing were never installed onto the vehicle. Ive attached the promised Bridgestone Pontenza RE980AS Plus document I received before signing the additionally attached We Owe agreement. Upon picking up the vehicle, I observed that there was a different set of Michelin Pilot Sport A/S tires on the vehicle that were in used condition. Closer inspection revealed these tires to be used given the numerous patches and plugs throughout each tire, the 7/32 tread life, and the wheels on the vehicle when it was purchased were different from the ones now on the vehicle. A new set of tires of this brand/line would have 10/32 tread life per GM Tire Central. It is apparent that a bait-and-switch was pulled between a different ATS model. A repair order depicting anything otherwise would indicate that I never received the tires that were supposedly purchased for and installed onto my vehicle.
  
  As for the backup camera concern, the vehicle was originally brought to the dealership with a flickering camera. When leaving the dealership, the camera was no longer flickering, but pointing straight at the ground on the radio video display. Salesmen ****** ********* and Used Car Manager **** ****** were present at this time. The camera was never like this before. The vehicle is equipped with RPO IOT for Apple CarPlay- a factory feature would not cause a physical aiming issue. I informed my local ** dealership of the part number of the bezel for the camera that was installed by Rizza Cadillac onto the vehicle, and they informed me that this bezel was wrong, and that I needed my original bezel back, GM part number #********. The complaint response from Rizza Cadillac claims that I was sent an OEM camera, but photos have been attached of what I was sent- an aftermarket camera that has no indication of any ************** logos on the box; the serial number is not a GM part number, neither does it match the aforementioned part number of the proper backup camera w/ bezel for the vehicle that I purchased.  I called **** ****** with Rizza Cadillac multiple times to request my original part back, but received no responses to any of my voicemails. ***** with their service department admitted that they had lost the original part, but stated he didnt know what to do.  After weeks of no responses from any Rizza Cadillac representative, I purchased the part to make my vehicle whole again at a cost of $246.52. It has been over a week since installing the bezel that I paid out-of-pocket to replace, and the backup camera system has been functioning without any issues. I have been using the Apple CarPlay system the vehicle was built with and this has caused no issues whatsoever since my vehicle now has the correct bezel for the backup camera again. Given that Rizza Cadillac swapped out an integral part to my vehicle with a wrong part, losing my original, proper part in the process, Rizza Cadillac needs to reimburse me in the amount of $246.52 that I had paid to replace the part my vehicle was built with lost by Rizza Cadillac while in their possession.
  

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

  Business Response

  Date: 07/02/2025

  Dear Mr. *************** you for taking the time to share your concerns. While we may not be in full agreement on all points, we do want to bring this matter to a resolution and maintain goodwill.
  As such, we will be mailing you a reimbursement check in the amount of $246.52 for the camera bezel you purchased. You should receive it shortly.
  We appreciate your patience and the opportunity to address your concerns.
  Sincerely,
  

  Customer Answer

  Date: 07/11/2025

  Complaint: 23477217
  
  I am rejecting this response because: I wanted to reach out and inform the Better Business Bureau (and caseworker assigned to this case) that I have yet to receive the reimbursement check as promised by Rizza Cadillac in their response on 7/3/25. Today's date is 7/10/25. I intentionally did not reject the business response as I was awaiting the arrival of their promised check. I would be happy to mark the case as resolved on my part, if possible, when the check is received. However, this case should be extended until the reimbursement check has been received, which as of one week from the business' response, it has not. Please make sure this has been documented onto the case. Please contact me with any questions or concerns. Thank you so much for your time on this.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/20/2025

  check will be mailed monday 

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23477217
  
  I am rejecting this response because:

  As of the receipt of today's mail on 7/26/25, the check as promised has not been received. As soon as it has been received, I would be glad to close the case. I must reject the response in the meantime as to not allow this case to close prematurely. I will continue to be on the lookout for the letter with this reimbursement check.

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

• Initial Complaint

  Date:03/11/2025

  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.

  Purchase of 2022 Chevrolet 1500 Silverado from Rizza Buick (***********, **)Date of purchase: 08MAR2025 (Saturday)Left the dealership at: 3:30 pm Cost of the vehicle: $45,500.00 (Cash/Check)Date of incident: 09MAR2025 (Sunday) at noon, truck had to be towed to nearest dealership in **********, ** (**** Chevrolet) Less than 24 hours after purchase 10MAR2025 (Monday) Called **** ********* and informed them of the vehicle we had towed to their parking lot. Asked for them to assess the issue on the vehicle (AM)10MAR2024 (Monday) - **** ********* informed us the vehicle needs a transmission valve body. The part is covered under warranty however the part is on back order and can take three (3) three to (6) months. Rizza ********* charged a "certification fee" that was not listed on their website. The fee was $3495.00 and we were informed the vehicle was certified.10MAR2025 at 3:08 pm: Called Rizza ********* and asked to speak to General Manager, *** ********** and left my name, phone, and informed him the vehicle was not operable and requested a call back ASAP.10MAR2025 at 3:12 pm: I called the sales **** ******** ****** and informed him we have a problem with the vehicle and explained the transmission needs a part that is on back order for 3/6 months. He said he would talk to *** **********.10MAR2025 at 7:10 pm: Called ******** ****** again and asked if he spoke with *** **********. He said "*** hasn't called you yet?" I said no. He said "He's working on the issue". I said I will send him an email.10MAR2025: I sent an email to *** ********** explaining in detail the issue and informed him we are not willing to wait that long for a part and that we would return the vehicle to Rizza *********. I requested to advise next steps on returning the vehicle to Rizza Chevrolet.11MAR2025: No phone call from ******** ****** or General Manager *** **********. *** ********** has not responded to my email.Payment has been stopped due to no response

  Business Response

  Date: 03/18/2025

  We sincerely apologize for any miscommunication regarding your Silverado. We have been in contact with your husband and have already taken the next steps to try expedite the necessary repairs. Please rest assured that we are actively working to resolve this situation as quickly as possible.
  Your satisfaction is very important to us, and we appreciate your patience as we work through this. If you have any questions or need further clarification, please dont hesitate to reach out.
  Best regards,
  

• Initial Complaint

  Date:12/16/2024

  Type:Product 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.

  ** agreed to bay-back due to the lemon law on a a 2024 Cadillac XT4 that I purchased from Rizza on April 5, 2024. On July 19, 2024 I went to the Rizza dealership to signed paperwork. I was to leave with a check from ** (which i did), apply for refund for GAP coverage (received) and paperwork to bring to the *** to apply for a refund on the State Taxes, total of $2,598. Per Rizza they would amend the state taxes for me. I left with a letter from Rizza stating so. To this date I have yet to receive the State Taxes refund from Rizza, and zero communication. I can't get Rizza to reply to an email/return a phone call. Attached is a letter from Rizza stating they will be amending the taxes on by behalf, email chain from July in regard to the buy-back and also most recent emails from December 2024. Is there any way I can please receive the refund that is owed to me?

  Business Response

  Date: 12/20/2024

  Thank you for reaching out regarding Ms. ******* concern. We appreciate the opportunity to provide clarity on this matter.
  Ms. ****** has been informed that a check will be issued upon our receipt of payment from the state. Unfortunately, as of today, we have not yet received the payment. Please rest assured that all the necessary steps have been taken on our end to facilitate this process
  We understand the importance of resolving this matter promptly and will ensure that the payment to Ms. ****** is processed as soon as the states payment is received.
  Sincerely,
  
  

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22693989
  
  I am rejecting this response because:

   

  Per the attached ****************************** form ST-556-X, Amended Sales Tax Transaction Return, if the amount was collected the overpaid tax from your customer, you must refund the tax to the customer before filing this return.

  May I have a copy for my records? If this form was signed (Step 4) then the statement would be false and this would be perjury. Please advise. 

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

  Business Response

  Date: 01/03/2025

  I wanted to inform you that we will be setting up your tax refund check on Monday. It will be available for pick-up starting Tuesday. If you prefer, we can also mail it out to you.
  Please let us know your preference at your earliest convenience. Should you have any questions or require further assistance, feel free to reach out.
  Thank you, and we appreciate your patience.
  Best regards,
  
  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22693989
  
  Perfect,  thank you.  I will be in the area on Tuesday,  January 7th about 6pm-6:15pm and can pick up the check. Who should I ask for to receive the check? I will also bring the 2nd key FOB. 
  
  Sincerely,
  
  ******* ******

  ************ 

  Business Response

  Date: 01/13/2025

  matter resolved 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22693989
  
  I am rejecting this response because the matter has not been resolved. I don't have yet to receive the check. Where is my check??? Per your last message i could pickup anytime 1/7/25. I was there on 1/7/25 and there was no check for me to pickup. The manager on duty said he didn't see one. What is going on?
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/22/2025

  
  I hope this message finds you well. I wanted to apologize for any miscommunication regarding your arrival the other day, as I was unaware of yourarrival or else i couldve been able to help
  That said, I understand the check has been mailed. Could you kindly confirm once it has been received?
  Thank you for your understanding and assistance.
  

• Initial Complaint

  Date:11/26/2024

  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.

  Upon Rizza Cadillac outsourcing work to install a post factory sunroof on my 1 week old new *** purchase, the installer put a 12 inch dent in the right fender. Rizza's ****************** called and informed me of the issue and supplied pictures upon my request. Rizza agreed to repair the dent but did not offer any compensation for diminished value, for my time, or the stress this caused me. Upon calling the service manager for assistance, I was told he was no longer with Rizza. After calling Rizza daily for assistance, someone called me back after waiting a week. This person informed me she was working on getting compensation for me. She provided one update letting me know she was still working on it. Days later, Rizza called to inform me my car repair was complete. I asked to speak to the person who was working with me and I was told she was no longer with Rizza. So now, the two people who tried to help me were let go. Learning if this and after multiple attempts to speak with Rizza dealership owner, he was ****, rude, and would not issue any compensation. Upon taking the *** to my usual dealership for a mfr update, the service manager noticed where the dent repair was done. I had not told him of the event. The overall sales process at Rizza with it's Sales Manager was unprofessional and aggressive to the point the salesperson's demeanor completely changed to one of fear. As of Nov. 14, 2024, the salesperson is no longer with Rizza. Upon picking up my car, the sales manager avoided me. The ******, recently from a Chicago dealership, told me he'd never seen anything as bad as this dealership's treatment of employees or customers while working in the city. I want diminished value compensation for damage done and not adequately repairing my $45k brand new vehicle and for the stress, anxiety, and missed work this dealership caused me.  

  Business Response

  Date: 12/05/2024

  Thank you for bringing your concerns to our attention. We want to assure you that we have made every effort to address your issue. Our records indicate that we have communicated with you on multiple occasions, and the matter has been resolved as far as we our concerned.
  The repairs to your vehicle were completed by our service department to the highest standards and include a lifetime warranty on the repair. Based on our assessment, your vehicle has not experienced any diminished value as the damage was fully repaired.
  As a gesture of goodwill and to further enhance your experience, we provided you with a $1,000 coupon booklet,which offers discounts and complimentary services at our facility. 
  We value your business and remain committed to ensuring your satisfaction.
  
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22605656
  
  I am rejecting this response because: Thank you for the update. While the $1,000 coupon book is a nice gesture, it is hardly usable for a brand new car. For example, I won't need new tires and won't have a need for the service coupons for quite awhile... PLUS the coupons expire in May 2025. The repair was fixed but with new technology in place, another dealership informed me that the car upon being inspected will show that a repair was done, thus impacting trade in or sale. 
  
  Due to the poor service, or lack thereof (not returning my calls or emails for days to let me know where my car was, the status of the repair, etc) caused me anxiety (I spent $47k with Rizza and didn't know where my car was for almost a week!), as well as missed time from work due to all of the follow up I had to do to get somebody to call me back. Three people that tried to assist me have all been let go; why is that?  A newer employee told me he'd never seen this type of poor management at any of the previous dealerships he'd worked at. 
  
  Rizza need to provide compensation for everything noted above. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 12/20/2024

  Thank you for sharing your concerns with us. We want to reassure you that we have taken every possible step to address your issue thoroughly. Our records show that we have communicated with you multiple times to provide clarity and resolution.
  The repairs to your vehicle were completed by our service department to the highest standards, and they are backed by a lifetime warranty. After a detailed assessment, weve determined that your vehicle has not suffered any diminished value, as the damage was fully repaired.
  Additionally, as a gesture of goodwill, we provided you with a $1,000 coupon booklet to enhance your experience, offering discounts and complimentary services at our facility.
  At this time, we believe we have gone above and beyond to resolve this matter. We truly value your business and remain committed to your satisfaction, but we consider this issue to be fully resolved.
  
  

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22605656
  
  I am rejecting this response because:

  They did not address the fact that the car will show as damaged and repaired (diminished value) as stated by another Cadillac dealership, that the coupon book isn't even for a year and it's not necessary on a new car that doesn't require the services offered in the coupon book, nor for my time I had to take away from work to follow up with the dealership which caused anxiety and stress, especially when I didn't know where my new car was for 4 days due to the dealership not returning my calls. The two people that were trying to help me got fired. I will have no problem contacting social media if I am not compensated for the items outlined above.

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

• Initial Complaint

  Date:11/20/2024

  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 8/17/24 when we bought our new car from Rizza Cadillac in *********** it was raining out and we weren't able to inspect the car. *** our salesman said before we left, if you find any scratches to let him know. One day when I was cleaning the windshield at home I did find a scratch in the windshield. We contacted our salesman ***, he had me send him a picture of it, and then asked me to bring it in to the dealer. When I arrived he looked at it and said that he could get it out. He ran to the service center, came back with a rag and tried to buff it away. When it didnt work he brought someone from service to look at it. They said that is not going to come out and cannot fix it. He then had me drive the car into the service area and he tried to buff it out again with something else. All of the service team said that it can not be done. After speaking with several *** of other dealerships and glass companies they all say the same. Have the dealership replace the Cadillac windshield with a new Cadillac windshield.10/8/24 Never received a call back, we called back and they said that Service is not going to replace the Windshield and was told to call the General Manager. Tried calling the ** several times he never answered the call or returned any messages.10/9/24 we went to the dealership, talked to ***, *** went to the ** and came back and said the ** said to escalate to Cadillac Concierge ************ and gave a phone number to call.They called back and said that they are not going to have it replaced. She gave him ****** worth of points to use at Cadillac.Soon after we made the Purchase of our Brand New 2024 XT6 we received a card in the mail from Cadillac in ********* with this message: We promise to take care of you and your XT6 today and in the future . Signed by **** **** Vice President and **** Rizza.our experience with The ** *** ********** was the worst we have ever had and would not recommend Rizza Cadillac.

  Business Response

  Date: 11/26/2024

  We take great care to ensure every vehicle we deliver meets our high standards, and we regret any inconvenience this situation may have caused.
  All vehicles at our dealership are thoroughly detailed and inspected prior to delivery. The scratch in question is located in a position that would have been highly noticeable during our standard inspection process. Additionally, we acknowledge that on the date of purchase, the weather conditions may have limited the customers ability to conduct a thorough inspection.
  It is important to note that the scratch was not reported to us until over a week later. During that time, the vehicle may have been exposed to various conditions outside of our control.Despite this, we made every effort to assist the customer in resolving the matter in good faith. Unfortunately, as the issue was not identified immediately at the time of purchase, we cannot accept responsibility for the damage.
  Additionally, we would like to address the concern regarding the windshield. Upon inspection, we determined that the windshield was repairable; however, the customer declined the repair and specifically requested a replacement instead. While we strive to accommodate our customers preferences whenever possible, we believe this demonstrates our willingness to work toward a resolution.
  We remain committed to providing quality service and would be happy to discuss any further concerns to ensure satisfaction.
  Thank you for your understanding.

  Business Response

  Date: 11/26/2024

  We take great care to ensure every vehicle we deliver meets our high standards, and we regret any inconvenience this situation may have caused.
  All vehicles at our dealership are thoroughly detailed and inspected prior to delivery. The scratch in question is located in a position that would have been highly noticeable during our standard inspection process. Additionally, we acknowledge that on the date of purchase, the weather conditions may have limited the customers ability to conduct a thorough inspection.
  It is important to note that the scratch was not reported to us until over a week later. During that time, the vehicle may have been exposed to various conditions outside of our control.Despite this, we made every effort to assist the customer in resolving the matter in good faith. Unfortunately, as the issue was not identified immediately at the time of purchase, we cannot accept responsibility for the damage.
  Additionally, we would like to address the concern regarding the windshield. Upon inspection, we determined that the windshield was repairable; however, the customer declined the repair and specifically requested a replacement instead. While we strive to accommodate our customers preferences whenever possible, we believe this demonstrates our willingness to work toward a resolution.
  We remain committed to providing quality service and would be happy to discuss any further concerns to ensure satisfaction.
  Thank you for your understanding.

  Customer Answer

  Date: 11/30/2024

   
  Complaint: 22584256
  
  I am rejecting this response because: The scratch in question was not reported until a week later because the car sat undriven in the garage and we did not notice it at that point. The car was better protected in my garage than on the dealership outdoor lot. After working with the dealership to come up with satisfactory options, we made an appointment with the service department at the general manager request. On September 20th, I made an appointment with the service department for Septhember 30th for an inspection. On september 30th the windshield was inspected by the service advisor *** ******* who stated the the windshield could not be repaired and will need to be replaced. At that time a new windshield was ordered and another appointment was scheduled for October 8th to replace the windshield. On October 7th, I called the service department to confirm the next days appointment in which I was told that they will not replace the windshield. I was told to contact the sales manager in which I expressed my desire yo speak directly with the general manager. I left voicmail and sent email to the general manager, to this day he has not responded.

  I have spoke with four auto glass repair/replace businesses, including the one that the dealership uses for this type of work. All have stated that the windshield can not be repaired and will need to be replaced.

  I find it hard to believe and extremely unlikely that the windshield can get scratched wile sitting stationary in my garage.

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

  Business Response

  Date: 12/05/2024

  Thank you for following up with additional details. While we regret your dissatisfaction with our response, we want to clarify our position.
  The scratch in question is located in a highly visible area, and no issues were reported when the vehicle left our premises. Although you stated the car remained stationary in your garage, we cannot verify this, nor can we determine when or how the damage occurred after the vehicle left our lot.
  Despite this, we made every effort to assist you. We inspected the vehicle, scheduled multiple service appointments, and even escalated the matter to ** to determine if the issue could be warrantied. Unfortunately, ** determined that this type of damage is not covered under warranty.
  While we empathize with your frustration, the timeline and circumstances make it difficult for us to assume responsibility for the damage. We appreciate your understanding and the opportunity to address your concerns. 

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22584256
  
  I am rejecting this response because:

  The scratch is not highly visable, especally when its raining. No issues were reported when the vehicle left your lot because it was pouring rain and was not noticed.
  We reported the issue two weeks later after it was noticed. The vehicle was not moved up to that point. You cant verify that the vehicle was stationary in my garage, you also can not verify that the damage 
  did not happen on your open lot or in the transportation process. The only assistance that was offered was to repair the windshield, which your own service department concluded could not be done.
  You did not schedule multiple service appointments, We scheduled the appointments. You cancelled an appointment and did not bother to communicate that to us.
  I escallated this to GM, not you. The truth should matter here. The vehicle was delivered to us with a scratch in the windshied, thats what happened. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:10/14/2024

  Type:Product 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 had an appointment to bring my vehicle in for service. I was told I would be given a loaner vehicle. I arrived and not only did my vehicle not get service but I waited over two hours. I left attempting to make it to another appointment I had but unfortunately did not make. I called back to the dealership requesting a refund for the certified warranty since the dealership was not serving my vehicle. A person by the name of *** or **** answered the phone, was very rude, and disconnected the call. I then returned to the dealership in person to request a refund. They refused, told me to get out, and don't come back. I informed them I would leave upon receiving my refund and they threatened me with the police.

  Business Response

  Date: 10/25/2024

  
  We appreciate the opportunity to address Arnetra's concerns. Since her purchase over a year ago, we have gone above and beyond to assist her, including providing a free battery replacement. Despite multiple inspections, we have been unable to replicate the issue she described.
  
  Unfortunately, the vehicle's warranty has expired, and we are unable to cover further repairs. We believe we have acted fairly and in good faith to resolve her concerns.
  
  Thank you for your understanding.
  
  Sincerely,  
  *** *****
  Rizza Buick GMC
  
  

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22420918
  
  I am rejecting this response because: The information provided is false. The dealership has not done multiple inspections on my vehicle. My warranty is not expired. I spoke with ************** before I brought my vehicle in nor was the warranty expired when I brought it in two weeks ago and was made to wait two hours when I was promised a loaner vehicle while my vehicle was to be serviced. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/06/2024

  You are correct that your warranty is still active and covers any issues within its terms, as long as they meet the necessary criteria. However, please be aware that the warranty is no longer refundable
  
  Despite conducting multiple inspections, we were unable to replicate the issue you reported. We understand that service wait times can be frustrating, but they are determined by the nature of the repairs required.
  
  However, your behavior during your recent visit was completely unacceptable. You used aggressive language and vulgar insults towards our staff, creating a hostile environment. This, combined with your disruptive actions, led us to involve the police. They arrived and escorted you from the premises after explaining that your behavior was inappropriate. You continued to be disruptive outside until you were asked to leave.
  
  Given your conduct, we can no longer provide service to you at our facility. We take the safety and respect of our employees and customers seriously, and cannot tolerate such behavior.
  
  We regret that this situation escalated, and wish you the best in resolving your vehicle concerns elsewhere.
  
  Sincerely, 
  

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22420918
  
  I am rejecting this response because:

  The statement "You used aggressive language and vulgar insults towards our staff, creating a hostile environment. This, combined with your disruptive actions, led us to involve the police. They arrived and escorted you from the premises after explaining that your behavior was inappropriate. You continued to be disruptive outside until you were asked to leave."

  Is completely false. I waited over two hours while the staff did nothing to assist me. When they finally decided to take my vehicle and offer me a rental I had been there for nearly two hours. I asked for my vehicle to be returned so I could leave. Your staff was rude with me and therefore received the energy back. I left and called requesting a refund at which time one of the staff hung up on me, so I came back in person. When I returned to ask for a refund I asked to speak with someone and again received lack of service. I waited and waited for someone competent to assist me. You all refused *** threatened me with the police. The police asked me to leave because you told them you wanted me to leave, not because I was doing anything.

  While I was outside I was in my vehicle there was no disturance. Please be mindful that your false statements fall under defamation of character. Your cameras can clearly show that when I returned and asked for a refund I sat on my phone diligently waiting for a resolution. Also when I was in my vehicle and the police officer harrassed me I then called the police to request her supervior. The supervisor arrived, apologized, and said I had to leave the parking lot area because it is still considered the premises, not because I was doing anything.

  The fact is your dealership failed to provide the services in which they should have provided.

  Your dealership made me wait over two hours at which time I got frustrated and left.

  In your previous response you falsely stated that my warranty was expired but now you say it is not expired but make up other false narratives to explain your poor service. 

  I bet if I came to do a trade in or buy another vehicle you would jump at the opportunity to provide service. Further proving the point that you only care about money and not the service you offer after the fact!

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

• Initial Complaint

  Date:07/09/2024

  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 June 5, 2024 I contacted Rizza to schedule an appointment for car repair. I was told to bring the car in on June 12, 2024 at approximately 8:40 a.m. I arrived at 8:30 a.m. I was greeted by the service advisor. He stated that he had to leave early on that day but he would "get me taken care of." They claimed they had no "loaner cars" available. They had one of their workers drive me 1.2 miles to **** where I rented a car for 3 days. Once I got the car I went to work. I waited until Thursday afternoon hoping someone would call me about my car. No one called so I called them. The service advisor stated that no one had looked at my car. I reminded him that I had to return my rental on Friday before 10:30 a.m. He said ok. Thursday still no further communication. Friday late morning I called service advisor. He said, "no one has still looked at your car." This is after I had to contact **** to see if I could return the car later that day for a nominal fee. **** stated that they would have to charge me, $143.00 the price of a full day. I called Rizza back expressing disappointment in the service I was receiving as they would usually keep me abreast of the progress of any repairs. Asked to speak with a manager, he stated that he would get my car up so that it could be looked at. One of the services was to have hub caps installed that I ordered myself. Around 3:00 p.m. I received a call telling me my car was ready. I had to drop off rental at ****, pay for an Uber to get to Rizza. When I arrived at Rizza my car was in the lot. The hubcaps were NOT installed! What someone did was take the small medallion cadillac emblem off of the NEW hubcabs and place on old "cracked" hubcaps!! Why would anyone do that? They put the box with new hubcaps back in the trunk and still charged me $162.64 for hubcap installation!!! I did have rear windshield wiper replaced. I have been a long time customer and never have I ever felt so disrespected and violated.

  Business Response

  Date: 07/10/2024

  I hope this message finds you well.
  
  Upon reviewing the repair order in question, we want to emphasize that we did not charge the customer for the wheel cover parts. However, we acknowledge that the installation of the covers did not occur as expected, and we have promptly reimbursed the customer the amount of $186.69 pertaining to this issue.
  
  Additionally, there was an itemization of $34.95 for wiper blades, which was correctly charged and relevant to the services provided.
  
  Regarding the matter of car rental, we want to clarify that we did not refer the customer to any car rental company. The customer was informed that, regrettably, we did not have any courtesy loaners available at that particular time.
  
  Sincerely,
  
  -*****************

   

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21962513
  
  I am rejecting this response because: I feel that because they did not look at my car for THREE days and I had to pick up an additional day of rental fees that they should at least reimburse me for the $148.00 rental fee.  When I was there other customers were offered loaner cars. I had an extended warranty that should have afforded me that courtesy.  Again, they were surprisingly negligent in keeping me abreast of the progress or lack of progress regarding my car and it's repair.  Yes, they did refund me the money for NOT installing the hubcaps but again, this was a major inconvenience and again, I had rented a car for three days and because they failed to even look at my car for three days, I had to incur additional costs.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/12/2024

  Dear *******,
  
  I hope this message finds you well.
  
  I wanted to clarify that the recent service we provided was complimentary, and there was no charge to you. As this situation does not fall under warranty coverage, the warranty terms do not apply.
  
  Regarding the car rental, we did not advise renting a vehicle, and understand that this was a choice made independently. However, we understand the inconvenience this has caused and we are more than willing to reimburse you the $148.00 for the additional day of vehicle rental.
  
  Please let us know if you would prefer us to mail the check to you or if you would like to pick it up in person.
  
  Thank you for your understanding.
  
  Best regards,  

  Customer Answer

  Date: 07/12/2024

   
  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.  I think the offer is fair, I am not looking to get over on anyone and appreciate the prompt response.  I would greatly appreciate the check that was offered to me to be mailed to my residence at, ********************************************************************************************;
  

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

• Initial Complaint

  Date:06/03/2024

  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 a vehicle from this dealership in August and not even a year later the car stops working despite the extra almost $4,000 they charged because the vehicle is "certified". I was left stranded while waiting for a tow. Now my car is at the dealership and I am without a mode of transportation which the dealership has continued to inform me is not their problem, instead expecting me to be complacent about not having a vehicle despite paying $24,000 for a vehicle is supposed to work.

  Business Response

  Date: 06/05/2024

  The customer spoke to my used car manager, *********************. We then reimbursed her for her Uber ride, covered the cost for the repairs, and delivered the vehicle back to the customer. All costs incurred were taken care of.
  

• Initial Complaint

  Date:03/25/2024

  Type:Sales and Advertising 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 3/23/24 I visited Rizza Cadillac in *********** after seeing a Cadillac XT5 advertised on their site along with other third party sites for $23,950. After test driving the car we sat down to talk price where I was told that there was an additional fee of over $3,800 that they were adding to the price of the car. I asked why and they simply stated that it was to cover the cost of the certification inspection. There was no mention of any additional fees in their advertisement or small print. They are deceiving customers through bait and switch techniques. I am one of the lucky ones who walked out of there without being scammed, but I'm sure they are taking advantage of others.

  Business Response

  Date: 03/27/2024

  We apologize for any confusion regarding the pricing. The initial figure of $3,800 was actually $4,455, which we managed to negotiate down to $3,800, inclusive of an additional bumper-to-bumper wrap-around warranty. It's worth noting that this warranty is available exclusively on certified cars, which was respectfully declined. Furthermore, our advertised price is non-negotiable and already reflects a significant discount, especially considering that the current sale was concluding on that day, as indicated in our ongoing advertisement. Please understand that we retain the right to adjust pricing on our used vehicles based on market demand and inventory availability. Thank you for your understanding.
  

  
  

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21482563
  
  I am rejecting this response because:  The advertised price was never in dispute, the additional charge was and the business did not allow me an option to reject the extended warranty for the additional cost of $3,800.  If it was an option I could reject there wiukd be no issue on my end.  They said it was take or leave it and refused to sell at the advertised price.  You can see from their response that their practices are deceptive and full of business practices that consumers should be protected from.  Regardless of what happens here all I can do is share my experience with as many people as I can to save them from this trashy establishment.   I have since found a car from a reputable business and have no desire to correspond with bottom of the barrel lowlifes.  If you advertise a price on multiple sites, honor that price when the customer comes in.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/28/2024

  I apologize for any frustration caused. We deeply value your feedback and understand your concerns.

  Customer Answer

  Date: 03/29/2024

   
  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:01/28/2024

  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 used vehicle from Rizza on 1-27-24. Their sales (salesman and sales manager) and financing tactics were aggressive. At one point, they admitted to pushing hard for the sale due to it being the last Saturday of the month and trying to boost sales numbers.*2018 (VIN: *****************) Certified Pre-Owned. ****** miles priced at $26.550. Listed for sale for 108 days with $3,400 in previous price drops. The website indicates there are no finance offers for this vehicle indicating that the listed price was not discounted based on potential, qualifying offers. *2019 (VIN: *****************) - Certified Pre-Owned. ****** miles priced at $29.950. Listed for sale for 57 days with $1,000 in previous price drops. The website indicates there are no finance offers for this vehicle indicating that the listed price was not discounted based on potential, qualifying offers.The salesman talked to the sales manager and came back with an initial offer for the 2019. On the paper he had, it was listed a sales price of $29K. I inquired if that was the best price and he indicated that he could not lower it. We debated my trade in value. I agreed to the $29K sales price, a trade in value of $9,400, and a $2,000 cash payment. I was asked to initial that offer on paper as acceptance so that they could start the formal financing process. When I got home and reviewed the numbers, I saw that the dealership charged me $34,405, not $29K. This is not including the standard fees or taxes not included in the list price normally. In addition, there is issue with the Certified Pre-Owned vehicle warranty. The salesman, sales manager, and finance manager all confirmed there was a CPO warranty. Case number 9-11819340250 opened as I was told by customer service that there is no warranty.Lots of deception going on here. I am disappointed that I was taken advantage of, lied to, and stolen from. Absolutely unethical and immoral.

  Business Response

  Date: 01/31/2024

  On Monday, the 29th, ***************** came in to ask questions. She spoke with our sales management team to go over said questions. During the discussion, she was informed that it takes roughly 7 days for the vehicle to show as certified. She received a copy of the *** (Certified Pre-Owned) inspection and details about what it covers. Additionally, she dropped off the key to her trade-in vehicle. Please see the attached documents: one is a customer worksheet signed by the customer, indicating the cost of certifications, and the other is a vehicle summary showing the effective date of the certification warranty (which reflects date of purchase).

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21211311
  
  I am rejecting this response because:

  The Business response is not fact.
  

  1. On Monday, I dropped off the second of two keys for the trade in vehicle.
  2. I was informed of the delay in warranty reporting.
  3. I was provided the *** inspection details on Monday, two days after purchasing the vehicle. This information confirmed what the manufacturer provided.
  4. On Wednesday, the used vehicle sales manager emailed me the correct/updated warranty information.
  5. I learned that the vehicle was still under a like warranty for ****************** Warranty that expires 4-15-25 the same date as the warranty sold to me. No one at the dealership ever mentioned that the powertrain was still protected, making the purchase of a $4,450 Certified Pre-Owned ****************** Warranty with overlapping coverage, not as valuable. Omission of fact is lying and concealing the truth.
  6. The Business also provided, for the first time, a print out of the warranty details.  The second page clearly states the value of the $4,450 warranty is $2,765.37.  
  
  The Business has not addressed that the sales price I agreed to of $29,950 is not the sales price in the bill of sale.

  In addition, the advertisement of a certified pre-owned vehicle for $29,950 indicates that the vehicle is already certified and with that certification comes a warranty. It does not state that there is a charge for the additional, related warranty.  It does not state that there are additional, hidden costs.  This is incredibly false advertising.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/31/2024

  The offered warranty is not an supplementary powertrain coverage. Rather, it extends the powertrain protection to ******* miles. ************ it includes an additional 12 months and ****** miles of comprehensive bumper-to-bumper coverage that was not previously available, as the original coverage expired in 2023. Additionally, the warranty entails two complimentary oil changes, in conjunction with the extra ****** miles incorporated into the extended powertrain warranty.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21211311
  
  I am rejecting this response because:

  The warranty was not OFFERED.  It was added to the purchase price for a vehicle advertised as already certified.  This warranty extends the coverage to ******* miles for the same exact time frame as the other, active warranty for ****** miles. ** the vehicle has ****** miles on it, I will not reach 70K miles, let alone 100K miles, in 14 months. THERE IS ZERO VALUE on this point. ZERO.
  
  The business is thus stating that the additional 12 months and ****** miles of comprehensive bumper-to-bumper coverage and two complimentary oil changes is worth a sales price of $4,450.  Totally insane.
  
  Why didnt the business disclose to the buyer that the vehicle was still covered under some kind of warranty (making the cost for this overlapping/similar coverage outrageous and not needed in it's entirety)? This is an unethical business practice. Omission is lying.
  
  Does the business have any intention of rectifying the situation?  Please provide a detailed copy of the warranty information (yet to be provided) including the right to cancel options. 
  
  Please do not assume that all females are addressed by Mrs..
  
  Sincerely,
  
  ***********************