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:04/30/2025

  Type:Customer Service 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’m writing to report a troubling experience I had at on April 29, 2025, which raises serious concerns about the quality, transparency, and professionalism of the service provided. I’ve encountered similar issues with this same location in 2024.
  
  I arrived for a scheduled oil change and multi-point inspection covered under warranty. Upon check-in, I updated my contact information with an older gentleman at the desk. After my service an employee could not locate my name in the system and, after a brief conversation, escorted me to billing without providing any information regarding the results of the inspection or service. A billing employee was initially unable to find my invoice. I was asked to sign three different statements upon payment. I requested copies of the documents, which I reviewed at home.Upon doing so, I discovered that:
  
  • My vehicle was still listed under my husband’s name, despite previous and recent requests to have the account updated to reflect me as the primary contact.
  
  • The paperwork falsely indicated that I had been informed of a factory recall — no such conversation took place.
  
  • A service sticker was applied to my windshield, yet my vehicle’s internal system still displayed the same oil life percentage, casting doubt on whether the oil change was completed at all.
  
  • My vehicle was marked as “hand washed,” but it was visibly dirty.
  
  • A persistent “tire pressure fault” warning — present since August 2023 — was neither addressed nor noted.
  
  This unprofessional, misleading, and dismissive experience has left me uncertain about the integrity of the service my vehicle received and hesitant to return despite being a Cadillac owner.
  
  I am requesting that appropriate disciplinary action be taken regarding the mishandling and that I receive written assurance that, should I choose to return, I will be treated with respect, transparency, and the level of care Cadillac owners should expect. Upon request I can provide copies of documentation.

  

  Business Response

  Date: 05/15/2025

  We are saddened to hear of the unsatisfactory visit Ms. ****** has had and that we could not resolve these line items for her. Our attempts to reach Ms. ****** and assist in rectifying these concerns have gone unanswered. None of my staff were aware of any other issues stemming from the one and only other service visit Ms. ****** has had with us but, to respond to the customer's concerns listed, I will do the best I can to explain and offer resolution to the issues in the order in which they are listed. I do apologize that our staff did not change/update the customer contact information. It appears the name was changed after the repair order had been generated/printed. At this time, I can confirm that the name has been changed in our computer system but I would like for Ms. ****** to confirm email, address and phone number so that I can verify it is all correct. Some of Ms. ******'s concerns were due to a separate service writer doing the write-up and another assisting with the check-out. There was a lack of communication about what had been asked for or what the customer had been informed of. This is why the open recall notification did not take place (she believed the original service writer had already done so). In regards to the oil change, we reviewed security footage and can confidently say the oil change service did take place. The oil life reset is a manual procedure that is supposed to be done at the end of the service and our technician simply did not do this. Also confirmed by security footage was the complimentary hand wash/vacuum that took place after the service was completed. We do apologize if this service was unsatisfactory in the customer's eyes. If spots were missed, we would have been happy to rectify that immediately. It is important to remember that this service is a basic wash/vacuum and not a complete detail.

  Lastly, in regards to the tire pressure issue, we do not diagnose concerns that the customer does not  identifty. If this has been an ongoing issue as stated and the customer wished for us to investigate, we would have been happy to do so. We do adjust tire pressures as needed as part of our services. It is worth noting that Ms. ******'s vehicle has aftermarket wheels. There is a chance that there could be an issue with a sensor during the installation of those wheels/tires. If Ms. ****** would like for us to diagnose this for her, we'd be happy to set an appointment for a day/time that suits her schedule.

  We hope that Ms. ****** will return our phone call at her convenience so we may begin addressing some of her concerns.

   

• Initial Complaint

  Date:03/30/2025

  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 contacted the dealership about a specific vehicle in a specific color. The dealership then sold the vehicle I was inquiring about, but continued to negotiate a deal with me. After driving four hours to the dealership to find this hard to find color, I was shown a totally different color vehicle. When I noted that I thought the color was different, but since I had not previously seen it in person, I trusted the salesperson that the color was correct. I was over two hours from the dealership when I looked at the key fob and recognized the color was not what I had requested. I contacted my salesperson, who acted shocked and said she would speak to someone. I obviously didn’t receive a call back.
  
  Purchase date: 3/25
  Salespersons: ************

  

  Business Response

  Date: 04/17/2025

  First and foremost, I want to sincerely apologize for any dissatisfaction you experienced during your recent vehicle purchase at Gerry Lane Cadillac. Our goal is always to provide each of our customers with exceptional service and to ensure they leave feeling valued and confident in their purchase. It’s clear that, in your case, we fell short of that standard.
  

  That said, I would like to provide some context regarding the steps we took throughout the sales process. Following your initial inquiry, we promptly sent detailed photos of the Escalade—both interior and exterior—and the vehicle was made available for a test drive prior to the completion of any paperwork or delivery. These steps are intended to give our customers full transparency and the opportunity to confirm that the vehicle meets their expectations.
  In this instance, the color and condition of the vehicle were visible in both the photos provided and during the in-person inspection. We’re genuinely surprised by the concern being raised post-delivery, as it appears every opportunity was given to identify any potential issues beforehand.
  

  Nonetheless, if a miscommunication occurred on our end, I deeply regret it. We always aim to act with integrity and thoroughness, and we are committed to making things right whenever possible. Please don’t hesitate to reach out directly if there is anything further we can do to address your concerns.

  Sincerely, 

  ** ******

  GM

  Gerry Lane Cadillac

• Initial Complaint

  Date:03/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2019 Cadillac XT4 10 months ago on July 4th 2023. Within that time I have had several unforeseen mechanical issues that have cost me out of pocket. A dead battery, a sputtering radio which is computer related, a purge pump replacement and a fault code for the engine under boost turbo. Before I invest another penny into this vehicle I would like to know what my options are for getting out of this agreement fully or a trade in. I am reaching out through the BBB because I have had trouble getting in touch with anyone at this dealership. I have called every time there has been an issue to try and discuss my options and basically reach out for help. I feel like I was pushed in the direction of this vehicle specifically and would like to resolve this with management.

  

  Business Response

  Date: 04/29/2024

  We are sincerely sorry for the issues that Ms. *********s vehicle has been having. The vehicle has not been in our service department since August of last year so any information that we have would have to be directly from Ms. ********. She did leave a message to inquire about a used car over a month that does not look like it was properly responded to, that is an unacceptable mistake. We will be sure to have someone reach out to Ms. ******** to see if we can go about trading her out of the vehicle that is giving her problems. 

  Customer Answer

  Date: 04/30/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21495605, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle on 12/3/23 and have put approximately 30,000 miles on it. During the buying process we noticed a scratch on the passenger side door. We brought it to the dealerships attention and they ensured us that they would have it corrected that we could proceed with the buying process and an appointment would be made with the body shop. Since I have purchased my vehicle I have had to bring it in on 3 separate occasions to have the paint on the door corrected. The first time there was trash and bumps all in the paint. They “corrected it” and called me to tell me it was ready. It still had trash and scratches in the paint and I refused to take it until it was correct. The third time I showed up to pick it up it looked great. Fast forward 2 months and the paint is peeling up and there’s bubbles everywhere along with the emblems falling off the doors. The sales lady is no longer taking my calls so I ask for the sales manager. He resolves the problem and I pick it up. Here we are a few months down the road and my door is peeling yet again. The sales manager will not return either me or my husbands calls and we live 1.5 hours away so it’s not like we can run up there to catch him. This is obviously a problem with the shop being used by the dealership because I’m not having paint issues with any other part of my vehicle. Take responsibility and fix the mistake that you made.

  

  Business Response

  Date: 05/14/2024

  We are sorry to hear about your car buying experience thus far. Unfortunately, we do not have a body shop on site, so it is difficult for us to address these types of issues. We try to use reliable, well-established businesses for this type of work and the shop that performed the paint work on your vehicle does consistently good work for us. That being said, nothing is perfect and sometimes things to need to be readdressed to get it right. We can have the body shop attempt to correct their work, or if it's more convenient you can get a quote from somewhere closer to you to fix the work that was done. All we ask is that if you choose to get it done locally you communicate the quote before approving any work. We can have someone reach out from the dealership to discuss a plan of action moving forward. Again, we apologize for any inconvenience we may have caused.
  

  Customer Answer

  Date: 05/14/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21379855, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/04/2023

  Type:Customer Service 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 scheduled an appointment to bring my SUV to the mentioned shop on 3/29/23 to get something on the left side by tire fixed. Wednesday evening they told me what was wrong, fixed it. Wednesday late evening I got my SUV back. Parked it in my garage about 7 miles down from dealership. On Thursday morning I drove my SUV around for the 1st time since I got it from the shop. The sensor from the left side was missing. The seat vibrated every time a car passed by even on the opposite side of traffic. I
  immediately called the dealership and told them what problem I had. I got the run around since then. That day I was told that they will review the camera, then it was I will talk with the tech then call you back, days went by. I called to follow up. At this time I was told the tech left but they need to ask him if he removed that piece and why, after that it was " when I pulled it from the back the seat didn't vibrate for me". A day after it was I was told "turn the sensor feature off". On 4/3 I called I was told let me ask the tech since he is back. At this point I called the cadillac headquarters. They got in contact with GerryLane to tell them what I complained about. About 2 or 3pm they called me back saying they think it didn't happened there. I want a full investigation done and for them to replace my bumper sensor. (FYI- that sensor doesn't just fall out, it has no scratches, chipped paint ,or any damage around the area).

  

  Business Response

  Date: 04/19/2023

  Good afternoon, 

  I apologize for the delayed response as this was originally directed to staff at one of our other stores and has just been forwarded to me for review/response. This customer's concern has been investigated and thoroughly vetted by the service manager and security footage reviewed from various different locations and angles. We can definitively confirm that the sensor was properly in place at the time of intake but was also intact at the time of redelivery as the service advisor pulled the customer's vehicle to the front for them and was not met with park assist warnings. Also of relevance was that, at no point, did any technician perform any type of work at this area of the vehicle eliminating the possibility of an accident. 

  Based on our experience with this exact issue (4 other cases to date), this occurs when a customer has their vehicle washed at a drive-thru full-service car wash. The high pressure nozzles can (and do) hit the sensor at just the wrong spot with enough force to push it into the bumper. The owner in this case coincidentally has a Benny's Car Wash (local car wash chain)  tag found on the windshield which just so happens to be the business related to all four prior instances of this exact issue. We understand this is unfortunate and very frustrating as we do not believe the customer did anything wrong in particular but we can confidently say damage did not occur at our facility. 

  We are open to assisting the customer with a repair but we can not accept responsibility as we have no evidence to support our doing so.