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:03/19/2025

  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.

  I dropped my car off at Cadillac of Portland on 3/3/25 to get one of the sensors fixed. When checking in my car, I was informed of other maintenance things I could also take care of, to which I agreed. While my car was in their care, I was called and informed that I should replace my brake pads as well as consider another $3000k repair that would help my car drive better. I agreed to the brakes but refused the other service. About a week later, when I was finally informed that my car was ready, I go pick it up. As I am about to drive away I notice that that the front screen (the cue screen) is completely black. I walk back into the dealer to inform them and ask for assistance turning it on. They come out and try and then take the car back again. They return no more than five minutes later saying that my screen mustve just coincidentally died and this is a common issue with Cadillac. I have never had an issue with my screen; no glitching, no challenges whatsoever. They inform me that they will cover the majority of the cost and that I only need to pay $300. I leave my car there and am told it will be ready in three days. A week passes and I hear nothing from them, despite my reaching out to get a status update. I received a text message two days ago saying what they thought would fix the radio didnt fix it. I immediately responded saying that my car was there to get the cue screen fixed not the radio. I receive no response. Cadillac has now had my car without any status updates for nine business days. My car is there to fix an issue that occurred while my car was in their care; an issue that I never previously experienced. I am now at the point of calling every day and cannot reach anyone. I would like to be able to have my car fixed, covered by Cadillac of Portland, and would like to pick up my car immediately.

  Business Response

  Date: 04/02/2025

  Hello, 

  Per dealership customer's concern has been resolved

• Initial Complaint

  Date:02/25/2025

  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.

  I purchased a used vehicle from ********** in April 2024 with an extended warranty, only to discover it wasnt accepted by major Cadillac dealerships in WAdespite assurances it would be. Forced to return for service in October due to a stretched timing chain (check engine light on day one) and a drivers headrest falling off (all under ****** miles), my car has now been in service for over four months (as of February 2025). The timing chain was applied to manufacturer warranty, however, I had to make multiple attempts for the dealership to apply the headrest to the extended warranty as they recommended it wouldn't be covered. The delays keep piling upa parts shortage, failed repairs leading to a broken water pump and starter, and most recently, being asked to pick up my car after "successful" repairs, only to find it wouldn't start upon arrival. No loaner vehicle was provided for four months due to a "recall backlog."Communication has been abysmal. Requests for repair updates, warranty coverage confirmation, and even basic contact with leadership have been ignored. After being falsely told my loan payment reimbursement was under review, I was simply given a non-working ** customer service number and told to handle it myself. Attempts to escalate have led nowhereone manager briefly engaged before ghosting me, and the General Managers contact information isnt even available to staff.I am seeking full repurchase of the vehicle as an alternative to a lawsuit for breach of warranty.

  Business Response

  Date: 03/10/2025

  Hello, please see below for an update provided by the dealership:

  This has been addressed.
  
  We purchased this vehicle back from the customer last week.
  
  
  
  
  ******* *****
  
  Multi-Store General Manager

   

• Initial Complaint

  Date:10/28/2024

  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.

  On 05/18/2022 I placed an order online to pre-order a Cadillac Lyric. I only received a few updates over 2022- 2023 and was always told the car I pre-ordered was still not built. The sales person I was working with has left the dealership and he said someone would be following up with me. No one reached out to me. I have called the dealership twice in the last two weeks asking for a refund for the $100 deposit I made in May 2022, and have yet to receive a call back or an email or a refund.

  Business Response

  Date: 10/29/2024

  Hello,

  Please see the following response from the dealership:

  Reached out to Cadillac *** to find out latest best practice to refund Lyriq reservations as it has changed a few times.  
  Emailed *** the specific step by step instructions and thanked her for her patience

• Initial Complaint

  Date:08/03/2024

  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 6/30/24, purchased a 2024 EV Lyriq. Told a $1,500 credit for new EV owners installation at home. Never contacted EV charger install. Given a car that wasnt fully charged.Leaving the dealership the **** monitor came on. Went back to dealership. No one working in service, sales kicked my tire, said you are fine, and sheduled an appt for 7/5 8:00 am. Gave ****** a list of concerns: dent on the hood, **** monitor on, metal on metal noise at low speeds 15 mph, backup screen flashing green/going black while in reverse. Given a rental car, sent offsite to pick up parts and told I would be contacted when car was finished. On 7/5 3:09, notified work was complete.Headed back 7/5 @ 5:30. Spoke with ****, who didnt know anything. Took the service tech for a ride since he couldnt hearmetal on metal noise on the freeway. Told him noise was only at low speeds. He heard the noise and said, oh, thats not right. 7/8 7:57 spoke with service writer, ******, who would pass the message I had called. 7/8 10:23, ****** was very rude and didnt let me speak.7/8 1:35, texted asking for updates. No response My boyfriend, **** called ******. ****** wasnt rude, let him speak. **** told the issue with the metal noise was brake rotor not being balanced or tightened down all the way. Tech notes found rear brake ******* to be slightly bent. 7/17, texted again backup screen flashing green. Received a response: Went over this with tech and all available updates were performed on the vehicle. I will speak to him about what the next steps is for the backup cameras.7/19, texted a video of screen flashing green and questioned about getting reimbursement for dent removal. got it, thank you for sending that. Please send the dent invoice to: @lithia.com. Sent invoice, asked again the flashing screen, no response.7/23, ****** contacted me because my loan is past due. 7/26, 26 days later they finally paid my loan. They have 15 days to do this. *** has been contacted.

  Business Response

  Date: 08/06/2024

  Hello,

  Customer has been reimbursed for the instillation of her home EV charger.
  
  Dealership took a loaner car to her house a few weeks ago and picked up her vehicle to fix issues.
  
  The customer picked up her vehicle last night and returned the loaner.

  Thank you.

  *********************

  ****************;| Customer Relations | Legal
  * Email: **********************
  
    
  Earn Customers for Life. Improve Constantly.Take Personal Ownership. Have Fun!

  Customer Answer

  Date: 08/06/2024

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

  WhWhile hey have reimbursemented the ** charger and yes, i picked up my car last night, all of the other issues I've had have never been addressed. 

  No one should ever pay this amount of money and be treated like a transaction.  Not to mention treated poorly because of their gender.

  In my opinion, they do not conduct business with the customer in mind, just their bottom line. I'm honestly appalled at the number of terrible interactions I've had with this company and their overall lack of concern. No one ever responded to my initial email, outlining my complaint and I have more transaction to add to my extremely long list of issues. Even when I'd call they did want to 'deal' with me. I heard, I'll call you back and the person telling me never honored their word..they had someone else 'take care of it'. 

  Shame on you Cadillac of Portland.  I will never do business with a lithia company again and I will warn everyone I come in contact to stay away. 

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

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My fiance ******* May purchased a vehicle 05/2019 in almost 4 yrs its barely been driven 10k miles. It was in a minor fender ****** 06/2019. Jan 2023 we took vehicle in, there was a short in the battery cable, and then we were alerted the parking sensors in the care were not the right part and it was a $2400 repair. If those sensors HAD been working the accident may have been avoided. We verified with our insurance company and obtained the repair documents. The sensors were NOT replaced, they were unplugged during repair and reconnected, they were not repaired or replaced in any way, which means it was SOLD like that. Lithia Cadillac of portland has been extremely RUDE and dismissive, the service manager basically said not their fault, even though we also got third party proof the sensors are wrong meaning the prior owner may have had word done-NOT our fault, the sales manager has not responded at all. Yesterday I obtained the email address for *********************** the president and CEO of Lithia and also sent him the chain of emails. Worst customer service experience and their ******************** rating and yelp reviews reflect that. Once the car is purchased the customer service is done! We had planned on purchasing another vehicle in the near future but this has just made them a bad business

• Initial Complaint

  Date:12/28/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 8/26/2022 I purchased a used vehicle, and as of today the dmv has still not received the sale paperwork from the dealership in order to register the vehicle in my name or give me permanent plates. I had a 60 day trip permit which I had to go get an extension on, I have less than 3 weeks left on this extension. I emailed on 12/6 and was told I would have an update by end of day- no update. I emailed again 12/13, no response. I called today 12/19 and was told they were waiting on paperwork from the dealership that owned the vehicle before them and that they would call back by end of day- no call.Ive called at least 5 more times and have been told now that need power of attorney from the previous dealership and theyre working on it. Meanwhile **************** DOL says all that is needed is the original odometer reading and title application that I signed when I purchased the vehicle. At this point it appears they sold me a vehicle they didnt have legal rights to sell, so now Im paying a loan and insurance on a vehicle I cant register. And I cant get a timely response from the dealer.

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am seeking your help regarding fraudulent practices by Cadillac of Portland in our purchase of a 2017 ****** Corolla on 10/21/21 for $17,360.96. The front bumper is sagging and a trusted repair shop advised that it can't be easily fixed because the car has sustained significant structural damage. They warned us not to rely on the cars adaptive cruise due to the unresolved damage that occurred prior to our ownership.When we purchased the vehicle, Cadillac of Portland reported (through a CarFax report) the vehicle had no issues related to structural damage. In addition, the report showed Cadillac of Portland had serviced the vehicle and performed an inspection on 10/6/2021.We immediately took the vehicle to Cadillac of Portland, explained the situation, and asked that they pay for the repairs to make the cars condition match what theyd sold us. The salesperson said they dont do repairs. When I pointed out the internal damage the repair shop showed us, he said we dont have people here, whod recognize that as damage. I pointed out that they have a service department and claimed to have inspected the vehicle. He said to wait while he consulted his manager. The salesperson returned and offered a trade-in for the value we bought the vehicle. However, they had two vehicles in the system, neither of which were on site / available. I recalled that the battery had died within 2 months of our purchase and said I was uncomfortable doing business with them on another vehicle. I asked him to buy us out. He refused. I said I needed to seek legal advice and he said, Once you say legal advice, I cant talk to you anymore. Today I called Cadillac of Portlands service department to check whether, as the salesperson said we dont have people here, whod recognize that as damage. I was told the Sales Team has their own inspection group and they issue a Used Vehicle Inspection Report in addition to any CarFax report. We were not given that report.