ComplaintsforCappellino Cadillac. Inc.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i brought my 2021 ******** *** in for service at the beginning of June 2022 due to the engine light being on and Brakes squeaking & Air Conditioner comes on by itself. I was told that the light is no longer on, brakes are fine. I asked if the mechanic had put a computer on my car and again was told that my car is ok. Two hours later my engine light came back on. I called the Dealer ( who i bought the car from) and it was after hours. I called Ms. Mary whom I have spoken with in the past due to inadequate service. I explained the situation to her and she said that she would have someone reach out to me. two days later I get a call from Mark T****** who set up my appointment for June 13th at 7:30am. I requested a loaner and was given a 2019 ***. I got a call from the "new guy" in the Service Center that my car now needs some kind of part and that it would take a few weeks for it to come in. It is now 7/21. I have not heard from the Dealership or Mark T******* My engine light is on. My car "sputters" at times & the Air Conditioner comes on when it wants to. The Driver Assist light stays on.

  Business response

  07/25/2022

  Mr. ****** has a 2021 ******** *** that has been presented to us for a check engine lamp and service driver assist message. He also requested we check the brake squeak.The vehicle has an intermittent HVAC controller issue that is causing the check engine lamp to come on. It was difficult to isolate the cause over several attempts as each time our technicians worked on the vehicle the failed component was operating normally.After a technician exhausts the diagnostic aids to find the root cause and none is found the only other option is to drive the car in an attempt to replicate the concern. That finally happened a couple hours after Mr. ****** left the dealership.Upon returning for another diagnostic visit our technician was able to replicate the failure and source the root cause. Unfortunately the controller has been on backorder. Our parts department created a SPAC case with ******** to obtain the part as soon as it is available.On July 25th our service manager contacted Mr. ****** and left a voicemail that the controller should be shipping out this week. As indicated in the voicemail he said we would call as soon as we have the part to arrange repairs.We will be glad to inspect the brakes for a squeak sound if Mr. ****** would like that service performed. Brake pads are considered as a maintenance item after 7500 miles and there are numerous environmental concerns that may be reason for the sound. Also many of the high performance vehicles today have performance brake systems that generate a noticeable squeak under certain driving conditions.Finally, we did provide Mr. ****** with a loaner vehicle to use during his repairs. They are available by appointment. We would be glad to do so again with the understanding that we are not able to promise ahead of time if there will be new or used. Any of our loaners are 2019 or newer with less than 60,000 miles. That being said we will try to use the newest vehicle we have available when we arrange to replace the controller. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Delar did not properly repair car, he jerry-rigged repair. Dealer is requesting additional payment to fix car properly.

  Business response

  05/10/2022

  The condition Mr. **** requested to be diagnosed and repaired has been resolved satisfactorily. Our technician identified an engine air filter housing that had been damaged by another facility or individual who stripped out the screw holes in the air filter compartment. This allowed air to enter the engine in an unmetered fashion which led to intermittent drivability issues.Our technician installed nuts and bolts into the damaged air filter housing which is keeping the housing sealed as intended when it was new. I showed the repair to Mr. **** when he picked up his vehicle. He was advised over the phone that he could purchase a new air filter housing if so desired. He declined purchasing the part and somehow feels Cappellino Cadillac should be responsible to pay for the parts for his vehicle.Our dealership already absorbed over $500.00 on the last visit to retain Mr. ****’s business. I did make him aware that another facility or individual caused the damage when replacing the air filter as the filter appeared to be newer. I would be glad to replace the part without any labor fees.  Gregg R******* Service Manager

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a *** ******* in December. The car came fully loaded. Before purchasing the car I made sure it had a remote control start it even came with the remote control start key fob. We also let the salesmen know that the grill on the front of the car was coming off and needed to be fixed and the cars breaks needed to be done and an alignment as it was pulling to the right a lot. He assured us this happens with all vehicles and we would be good to go the day we picked it up. Great few days go by I pick up my car and my husband notices the grill still hasn’t been fixed and the car is still pulling really bad to the right. A few days after purchasing the car my sun roof broke, I was unable to get it closed. I contacted the dealership right away and was told I couldn’t get in until Jan 17, ok great hope none of the water leaking in from the roof damages my vehicle. Jan 17 comes, the office closes, due to weather,no call to let me know, meanwhile I live in Fredonia which is quite the travel in a snow storm only to find out they are closed. The next day I call to find out about my appointment and explain again the sunroof is broken, my remote start that I know came with the car isn’t working they tell me to come in the following day. Ok great husband takes the day off of work to bring in the car from Fredonia only to be told he can not wait there and they will arrange a rental for another day. They have not contacted me once to fix this. My husband calls again today to find out from service there was a battery issue due to the remote start and they removed it from my car after I already bought the car!!! I purchased this vehicle with a remote start and it was part of the price. Here we are almost 60 days later of course right so they don’t have to fix anything. I have a broken sun roof, no remote start that I paid for in my loan, my back up cam is also broken and absolutely not one call back from this company. This is a lemon

  Business response

  02/08/2022

  ********* ****** bought the *** ******* on December 11, 2021, took delivery on 12/15/21. The remote start was never advertised and taken out of the vehicle on 12/2/21 due to a possible battery draw problem.We painted pillar post per the customers request prior to Ms. ****** picking up the vehicle on 12/15/21.On January 17, 2021 Ms. ****** arrived at the Cappellino Cadillac at 9:30am for an appointment. She said the dealership looked dark so she turned around and went home. The dealership did close that day due to inclement weather, but not until 12:00pmOn January 19, 2021 Ms. ******’s husband came back for the re-scheduled appointment. She had indicated 4 concerns upon making the appointment. When she arrived, they added 7 more. Mr. ****** was advised by our service department that we would need more than 1 day to address 11 concerns.  He chose not leave vehicle (left immediately) while service got started on the list.We are actively working with this customer on addressing her concerns.  Because of the current vehicle shortage situation in the automotive industry we advised her we would call as soon as one of our loaner vehicles becomes available. Also, she was told we could get started sooner if she did not need a loaner vehicle.

  Business response

  02/24/2022

  We offered ****** compensation for the remote starter in the form of a check that was mailed out today, 2/24/2022.  We are still unsure of how this misunderstanding happened about the remote starter, but now feel that she should be happy with this resolution.

  Customer response

  02/24/2022

  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. 
  
  Regards,
  
  ****** ******
  
  
  
  
  

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