ComplaintsforTaylor Cadillac, Inc.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Cadillac CT6 on 10/18/2022 for $32,789.92, from Taylor Cadillac. About a month ago, someone changed lanes directly in front of me. I went to use my horn, only to discover it did not work. I contacted Taylor, and now have to pay them $486.82 to install a new horn. Since this is obviously a safety issue, I told Taylor I thought they should cover this cost. After all, it is a safety issue, not a luxury accessory. This car would not pass a safety inspection in this condition. How could it have been put up for sale? I purchased the car "as is," but who tests the horn when they are buying even a brand new car? If a child, or even an animal ran out into my path, there is a tragedy just waiting to happen. I will have nothing to do with Taylor from here on, just wanted to warn potential customers about what they might encounter from this business. This certainly is a question of "ethics."

  Business response

  02/07/2023

  [BBB Transcription via Email]

  Dear Ms. ********, 
  As always thank you for bringing the concerns of our valued customer to our attention. I have now had the opportunity to have the Used Car Manager, ******* ****, review this matter including discussing it with Taylor Cadillac's Service Department. Mr. **** was able to confirm, that at the time the vehicle underwent a used car inspection, the horn was fully operational. 
  At the time, that the vehicle was brough in for repair the vehicle was no longer covered by our manufactures warranty or a third-party warranty which may have covered the repair of the horn. Used Car Manager also confirmed that the vehicle was sold "As Is". It is noteworthy, thar a problem with the horn did not occur for almost two months. 
  I hope this helps to clarify the customers concerns and Taylor Cadillac's position. 
  Very truly yours, 
  TAYLOR AUTOMOTIVE GROUP 
  

  
  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Talor Cadillac to have my car serviced on 12/11/2022. **** the Representative said my car was in good hands. I asked right away, where will my car be stored. **** reassured me it was in good hands and it would be taken care of. After 3 weeks , date 12/2/2022 i called and spoke with *** ******** (manager Of service) informs me they decline to fix my car. Why I dont know, its a full service garage with license mechanics. I advised ok and i would pick up my car on 12/3. They placed my car outside and DID not tell me. When i got there to pick my car up the catalyic converter was cut off. They did even tell me if they had security camera's they just said oh well claim it on my insurance. Taylor did not advise of my car being left outside , i left it with Taylor they should be responsible. If i have know it was going to to be left outside, i would have went right away. Employee **** says it has happened before , Why was i not made aware.

  Business response

  01/23/2023

  RE: Taylor Cadillac Inc. 
  ***** ****** 
  BBB # ******** 
  Dear Ms. ********: 
  Thank you very much for informing us of Mr. ******'s concerns regarding his 2011 Cadillac DTS. 
  Taylor Cadillac Service Manager ****** ********, reviewed the BBB letter and is very familiar with the situation. 
  Mr. ******** informed me of the following information. The customer's vehicle was brought in on or about November 11, 2022 with a complaint the engine was leaking a substantial amount of fluid. The vehicle was carefully inspected by Service Technicians and it was determined that the engine required extensive repairs including a replacement water pump, new cylinder head gaskets, cylinder head repairs, etc. Based on the age of the engine and its poor condition it was recommended that the customer would be better served by having a replacement engine installed rather than attempting to make these repairs. 
  At some point, the customer stated that he did not want to replace the engine and was advised he would need to seek the assistance of a different repair facility and would need to move his vehicle. 
  Manager ******** did have a conversation with the customer and informed him that Taylor Cadillac is not a storage facility and he would need to remove his vehicle as soon as possible. Mr. ******** further advised Mr. ****** that the vehicle would be stored outdoors. 
  Is it unfortunate, that at some point, here that a thief removed the vehicles catalytic converter. As is standard, in the motor vehicle sales and service industry the dealership did have a posted notice which provided as follows "Taylor Cadillac is not responsible for lost or stolen items, or damage and or theft of vehicle while on our car lot". 
  Manager ******** correctly advised the customer that he may want to file a claim with his insurance company for the missing catalytic converter. The dealership is not responsible for a criminal act of an unknown third-party. 
  While Taylor Cadillac can certainly sympathize with Mr. ****** with having his catalytic converrer stolen, this is a matter he needs to bring to the attention of his insurance company. 
  I hope the above helps to clarify Mr. ******'s concerns and the dealerships position. 
  Very truly yours, 
  TAYLOR AUTOMOTIVE GROUP 
  

  
  

  Customer response

  01/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: This ****** ******** is a liar and to read his response just makes me sick. Taylor Cadillac said it was my engine that needed to be replaced. Taylor Cadilac could NOT provide proof to the warranty company to justify their findings. ****** called me and told me TAYLOR has DECLINED to fix my car. I took the car to a dealer close by and they repaired the car, with having to fix the stolen catalytic converter and replacing the water pump. I have my receipt for PROOF of the work done. So Cadilac lied about an engine needed to be replaced. And to make thing worse he going to talk abou storage and they told me about placing outside. Never did they tell me that my car was being pushed outside. If I would have known i would i have went to get my car. Andrew who was the service rep. at the time they took my car in. I asked is my car safe here, Andrew confirmed the car is safe and it will be kept inside and not to worry because it was in good hands. AGAIN Never did Taylor Notify me of the car being pushed outside. The representative **** also confirmed this kinda of theft has happen before, so they are aware of this, WHY did they not tell me this and like i said if they would have told me, i would have came to get it. And the part about telling me i can claim on my insurance. 

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

  Business response

  02/08/2023

  [BBB Transcription via Email]

  Dear Ms. ********: 
  Thank you for forwarding Mr. ******'s reply to Taylor Cadillac original response letter. I have now had the opportunity to have *** ******** review Mr. ****** letter and discuss it with his staff. 
  Mr. ******** advises me of the following additional information. 
  Taylor Cadillac's Service Department always strives to advocate on behalf of their customer and provide them with highest level of service. In this particular case despite the dealerships best efforts to assist the customer, the customers extended service plan company refused to cover the engine repair/ replacement. The dealership did do a full tear down and expected the engine and took over four hours of labor and diagnostic work. The customers only charge for one hour of work. The normal customer paid **** would be over $788.00 but as a gesture of good will Mr. ****** was only charged $181.47. 
  The reason Mr. ******** recommended that the customer should take his vehicle to a different repair facility is because the dealership did not feel comfortable performing the repair requested by the customer as this would not adequately address the engine overheating issue. This is why customer was informed by Mr. ******** that he needed to pick up his vehicle and take it to a different facility. 
  Mr. ******** recalls the communications with the customer quite well and stands behind his recollection that he was advised the vehicle was being parked outside and he should make arrangements to pick it up as soon as possible. 
  It is unfortunate that a criminal act by a third-party resulted in someone stealing the catalytic converter. This is an issue and claim that Mr. ****** should bring to the attention of this insurance company. 
  I hope this supplemental response helps to address the concerns raised by Mr. ******. 
  

  
  

  Customer response

  02/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:Attached invoices as proof to Tayor lies. They said is last response they did a tear down. lie the invoice shows and it STATES on page 2 DID not do a tear down. taylor refused to service my car they declined me. the warrenty company advised taylor asked for a new egine and the warrenty company said they need to provide PROOF. Taylor could not and would provide proof .the Invoice shows what i was charged for and is documented they are not being honest as you can see. attached invoice from anther dealer to shpow what was fix and the car is repaired, it NEVER needed a new engine. Documentation is my proof. How they going to say they saved me money price of 788 to 181.07,,,, i have attached my proof . This is a disgrace to Caddilac and for a dealweaship. and agian they advise me my car was safe up front and said it will be kept inside. NEVER did they telll me that the car was going to put outside NEVER. The service guy says stolen coverters has happen before. Never did they make me aware and never did they tell me they were placing the car outside.This Company just keeps on lying and its something different every time. I want Taylor to pay me for my loss it was thier fault 

   

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

• Initial Complaint

  10/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had my 2008 cadillac escalade serviced for a airbag recall when I had picked up the vehicle I had saw they wrote on the work order there was a crack in the dash. There wasn't any cracks in the dash before I dropped off the vehicle. Talked with the service manager the following Monday after the service appointment and he says it was not there fault and wouldn't repair the issue said they see it all the time. This is not the way to do business. Vehicle has 93700 and is cleaned and detailed mulipy times a month i know this vehicle inside and out it wasn't cracked like they claim.

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/11/02) */ BBB Transcription of Emailed Response: I have received the BBB complaint regarding customer, ************. We have now had the opportunity to have his complaint reviewed by the individuals involved in this repair. I'm advised of the following facts by our Taylor Cadillac Service Manager, ***************. Customer brought in his 2008 Cadillac Escalade to be serviced pursuant to a manufacturer's airbag recall campaign. This warranty repair does not involve any the removal of the vehicle's dashboard. This repair is performed through the vehicles glove box. At the time the vehicle was brought in and written up by the Service Advisor, it was noted that there were cracks in the upper front corners of the dashboard next to the windshield. The right front dash corner cracks were quite noticeable. It was observed that there were small cracks in both corners from sun damage and age which I'm advised were fairly common in these older Escalades. The vehicles windshield pillars also showed peeling with the interior cloth off as well from sun damage. ************ made it clear that the airbag warranty campaign did not involve touching, but much less removing the top of the dashboard or corners as again everything for this repair was done through the glove box. As the dealership did nothing to cause the cracks in the 2008 Cadillac Escalade's dashboard there is no basis for the customer to receive any reimbursement from Taylor Cadillac. I hope this fully address the concerns raised by **********. As always, if you should require any further information, please do not hesitate to contact me.

*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. ↩