ComplaintsforCity Cadillac-Buick-GMC

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my *** in for a oil change.They call me to tell me the *** is ready. I pickup my *** I get home the oil is leaking out. I called the service three time and left a message know one called me back. I call today on1/24/2022 they are telling me I have to drop it off and they cant give me a ride back home or to work and pay for my cab to pickup the *** when they finish.It clearly there fault i having been taking it for oil changes for years and soon as I take it to the dealership its leaking every day.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my vehicle was involved in an accident and ultimately brought to the city Cadillac service center for repairs on electronic sensor issues. the car was electronically diagnosed with a sensor issue in the front of the car, to which the part was on backorder for two months. i was allowed to take the car home with me in the duration. when i was told the part was in, i returned the car, which was held for one entire week, and on friday noon i got a call that the car was ready and fixed. upon picking up the car, the same error message appeared with an additional error message that was never displayed before. The service center then did another diagnostic check after they fixed the car and it said a different sensor was damaged and that i had to pay additional money to fix that too. after i ask why that sensor did not show defective originally, they accused me of damaging it in the two months i had the car waiting for the part to arrive. This is nonsense and completely fails to explain the additional error message. They took my money for the repair to release the car that was never repaired. Now it will cost even more money to fix both sensor issues that never existed prior. All this and they completely failed at any good customer service to try to rectify the issue or give me a refund. I did not want to go as far as complaining to the BBB but this type of business needs to be reported publicly.

  Business response

  12/15/2021

  Please see attached DTC report. When the customer first brought the vehicle to City Cadillac on Aug 23, 2021 at 9:02 am  the following DTC codes were recorded during the Repair Order write up process.  ***** ***** ***** ***** ***** ***** ***** ***** ***** AND *****. The repair estimate was recorded and shown to the customer and his ***************** ***** who approved the repair work. The parts for this repair were not in stock and on back order so the customer took his vehicle and drove it home. On November 5, the parts arrived and the customer was instructed to bring his vehicle back so the repair work could commence. The customer brought the vehicle back to City ********************** on November 5, 2021 at 3:33 pm, we promptly did another DTC check and at this time a new never before recorded DTC code of ***** was stored in the computers memory, this new code is for a defective rear parking sensor that was not present on the vehicle on the initial write up on August 23. The service advisor at that time informed the customer that this new code and failure would not repaired because it occurred after the initial inspection of Aug 23. The customers insurance company ***** declined to repair this new failure and ***** spoke with the customer on the phone and informed the customer that this new failure of the rear parking sensor would not be included in the repair work. This was deemed an unrelated malfunction of the rear parking sensor that was not part of the agreed upon estimate of Aug 23. City Cadillac and ***** has shown the customer all the related information and DTC reports and ***** declined the additional rear parking sensor, City Cadillac was instructed by ***** to only repair the vehicle as per the original agreed upon estimate of Aug 23.  

  Customer response

  12/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  your answer to my complaint is innacurate and false... when you first diagnosed the vehicle in august your response was that the front sensor needed replacement.  YOU advised me to take the vehicle off your lot because it may be months before the part comes in.  you called me on monday 11/1/21  to advise that the part is in and if i can drop off the vehicle at my earliest convenience so that it can be repaired.  I did so ON 11/2/21.  Tuesday, the vehicle was in your possession.  you DID NOT do a diagnostic tuesday BEFORE your service department did any repairs that they claim they did.  Instead it took all week, until friday 11/5/21 in the morning when ***** called me to tell me the vehicle was ready for pickup.  when my fiance came to get the vehicle you advised me that the error message still displayed the same message, meaning you did not fix the problem,  then and only then did you do a follow up diagnostic to which you state AN ENTIRELY different sensor was at fault which you wanted to charge me additionally for.  YOUR service manager kept repeating to me that its not my money its ****** money so why am i making a big deal.  Total scam!  And you kindly forgot to discuss the fact that after i picked up the vehicle, AN ENTIRELY DIFFERENT MESSAGE APPEARS AS WELL.  This never appeared prior!!! not only did you not service my vehicle but it is clear you damaged or disconnected something else, in an effort to extort more money for sure. 

  You offer no solution to the issue, no attempt to fix the problem.  

  you state you changed a front sensor but my request for the old part fell on deaf ears everytime... where is the old part???? never changed i assume.  i will hold you liable and responsible for the service payment i made which you did not complete and the cost of actually repairing the system and the additional damages you created. 

  
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/10/2022

  This vehicle was repaired by Insurance *********** *************** is well aware of this vehicles history and repairs and ***** declined to repair the additional sensor as ***** deemed the additional sensor is not related to the original accident claim. City Cadillac would gladly repair this additional sensor however ***** is not willing to pay for the additional sensor. The attached DTC report proves that the additional sensor failed after the insurance adjustor originally inspected the vehicle and approved the work that was to be performed, *************** is not willing to pay for this additional sensor.  

  Customer response

  01/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   You guys had the vehicle for some period of time and specifically called me to advise that the problem was corrected. It was not until someone came to pick up the car that they inform you the error message was still there. You guys don't know what's going on in your own repair facility, let alone claim to repeat be repaired by certain guidelines. The error messages that came up after were never part of the original error messages these were caused by your dealership you failed to correct the condition, furthermore damaging the vehicle and now claim it was part of the accident. It had nothing to do with the accident you guys change the sensor that shouldn't have been changed our claim now that it's another sensor just to make more money. Your entire repair facility is a scam  and everyone should know about it

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In April 2021, my husband **** and I visited the showroom & worked with *******. On May 1, we received a quote to purchase of a Cadillac. She told us that due to chip storage it could take 4-6 months to take delivery of our car. We spent the time calling around to other dealers. I spoke to a sales agent in CT that had our exact car in stock but wanted to charge 10k over MSRP. We specifically told her the issue of other dealers charging over MSRP for in-stock cars and she said very clearly, “that is not what city Cadillac does”. So we opted to place an order for a car and wait so as not to pay the premium. We gave a $1000 deposit for our car. She sent a live link of our exact car including pricing. 5 months later we got a call that our car arrived. When they sent the wire instructions on 10/5 The price was higher by $15k then our quote. GMC stopped making our model car so they became more desirable and therefore the dealer now wanted to charge us 15K over our agreed price.

  Business response

  10/14/2021

  The consumer bought a car somewhere else after spending much time with our commissioned salesperson.
  We never had a binding contract with the consumer, the vehicle was available to the customer at the fair market price value.
  We are an award-winning dealership with a very high online reputation on google, Facebook, dealer rater, ******* * ************* etc.
  We try our best to make sure every consumer is completely satisfied but realize in a market where we usually have 400 cars
  And now we have only 36 cars in stock, we understand that some consumers can get frustrated with the vehicle shortage.
  We cannot control this vehicle shortage only the manufacturer can and believe me it is hard for our commissioned employees
  To invest time servicing a consumer providing information and then not making a sale at current market pricing.
  We do the best we can but realize it is not easy in this high-demand short-supply environment to satisfy every consumer.
  Thank you for your consideration
  ****** *****
  VP of Customer Service

  Customer response

  10/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  The response was not factual from the business. He wrote that "I purchased the car elsewhere after wasting the sales person's time. Not true. I have purchased a cadillac before from another dealer but wanted to buy that car at the price I was told when I gave my deposit. I now have a new order with another dealer (one that I worked with previously, that I will have to wait another 6 months+ for). 

   

  What are the next steps? Do I need to re-open or submit a new one? They are having customers wait months for cars that they order with a deposit and then charging 15k more when the car arrives. They need to tell customer when they give their deposit that they can be charged any price the dealer choses at the time. It's too late for me but I want to protect other buyers from the same fate. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  07/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 6, 2021 after purchasing 2019 Buick Encore (used).Besides the fact that it took more than six hours to purchase a vehicle, I was told, since I'd purchased the top tier extended warranty, that I would have complimentary oil changes, and tire balance and rotation for four years. Imagine my disgust when I took it to GMC for servicing and was told that I have no such contract. Not with them or any other party. Naturally I called City back. Accordingly to City, I do indeed have a contract with GMC. Was told then by ******** in finance that he would work on straighten it out and said he'd, "Call me back." Let's just say I am still waiting for the phone to ring and in the meantime have to pay for services that should be complimentary.

  Business response

  07/29/2021

  The customer has a maintenance program from GM. I have attached a copy of his Encore's warranty information showing it has been in effect since 5/6/2021 and the policy number is *********. The phone number for the mainanence program if the customer wants to contact them to confirm is ************

  Customer response

  07/30/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   As of right now I am unable to verify the claim that my policy is in effect. I will need more than a few more days to try and resolve this. I am dealing with a dealership down here in ***************, **. Please be a bit more patient.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  08/16/2021

  Better Business Bureau:
  
  City provided me with the documentation for my pre-paid plan and I have since called the local dealership and verified that my plan is in effect. I consider this matter resolved.

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

*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. ↩