ComplaintsforCadillac of Memphis

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment and put my 2020 Cadillac Escalade in the shop at Cadillac of Memphis in the beginning of March 2024. *******, service advisor, got my info and told me she would call and get my warranty info for me and get back to me. For three weeks I tried to contact them for information about my vehicle. I talk to a manager( not sure of his name, *******************, I think), and was assured they would get back with me. They didnt. I have called, left messages and cant get in touch with nor have not gotten a message from anyone. This is bad business and bad service and I dont have my vehicle fixed. It has now been one month that they have had my vehicle in their shop without service.

  Business response

  04/08/2024

  Customer dropped off vehicle on March 14th where she was made aware that all drivability issues were 3-4 weeks out from diagnosis.  Her vehicle is 2020 Escalade with ******* miles.  We were able to diagnose her vehicle on April 4th and the service writer and manager informed her that we were waiting on approval from her extended warranty and that we could go no further until that happens.  As of now we do not have an ETA on her extended service contract company coming out to inspect.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At this point I just need someone to answer the phone, return a phone call, fix my vehicle and get my vehicle back. Doesnt matter who you call. They dont do anything. Worst service I have ever had. Would like phone number to contact President *********************** to resolve this matter and get my car back. Because of this experience I will never buy another Cadillac again.

  Business response

  02/15/2024

  This is and was a closed matter. Customer has their car back on the 8th of February.

  I didn't see the first email on this my apologies.

   

   

   

  thanks 

   

  Customer response

  02/15/2024

  Yes I did FINALLY get my car back. It was the worst experience I have ever had with any business in my life. You can never get someone to call you back or answer the phone. They had my vehicle from Dec 22 to Feb 8 with me constantly trying to get a status update from someone.   Horrible customer service and communication.  I cant even wrap my mind around it.  Just thankful to finally have my vehicle back and will have to find a new dealership to go to.  

  Customer response

  02/15/2024

   
  Date Sent: 2/15/2024 1:57:30 PM
  Yes I did FINALLY get my car back. It was the worst experience I have ever had with any business in my life. You can never get someone to call you back or answer the phone. They had my vehicle from Dec 22 to Feb 8 with me constantly trying to get a status update from someone.   Horrible customer service and communication.  I cant even wrap my mind around it.  Just thankful to finally have my vehicle back and will have to find a new dealership to go to.  

  
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/25/23 i took my car into the service department for AC repairs. They told me that I needed an actuator which will cost $1400 plus tax. When I picked my car up on 09/01/23 my bill went up to $1771.29. A week later my AC was hot. I took my car back on 10/25/23. I paid $1204.97 for more repairs on 11/06/23. Now they have my car again since 12/07/23 and no one has returned my call in 2 weeks. I feel that I shouldnt be charged any additional fees and I need my car asap.

  Business response

  01/23/2024

   

  The customer has a 2014 ATS ******** miles on it. He had repairs done at another shop. In September, he brings it to us to fix the other shops issues.

  He actually also needed an actuator. that work was completed. He brings his car back in November he said it wasn't cooling. It turns out it needed a evaporator hose and replace coolant that had leaked out. The car is back in our shop since the middle of December. It has electrical issues with the ac unit. Our service manager is reaching out to explain.

  the work requires taking the whole dash out to diagnosis the problem.

  .

   

   

  thanks

   

   

• Initial Complaint

  01/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Cadillac has had my vehicle for 9 months with no resolutions. I need my truck fixed. I have spent over $4500 in rental car fees. I have turned in my rental fees, still not payment from ********************* the service manager. He has replied with false statements since having my vehicle.

  Business response

  01/18/2024

  This customer has an extended warranty car shield. They are supposed to come out and inspect his 2016 ******** that needs an engine.

  To approve the work is what we are waiting on. They have been notified by us. The rental car is not our responsibility.

  This is a issue between the customer and car shield. 

   

   

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father took my car to the service depart. at Landers Cadillac of Memphis on 9/19/23 to have a diagnostic done because when my car sits idle, it vibrates/shakes a little. The contact was ***, he tells me I need a tuneup and recommends replacing engine mounts. I picked up my car on 10/6/23 not understanding about the engine mounts because my car was still vibrating /shaking. I spoke with *** and got an understanding, brought my car back 10/9/23 to replace the engine mounts. My father was with me and we spoke with ****** (Service Manager)and was assured that replacing the engine mounts would solve the issue. My father asked if I could get a loaner but ****** stated that he would not accommodate me. I still left my car and throughout the entire time my car was at the service the department I was calling periodically checking the status of my vehicle. My father also went to check the status of my vehicle and had a conversation with ******, during the conversation ****** stated he had customers with $150000 vehicles he had to get to which was so unprofessional because Im a customer as well. The communication was very poor. Once my car was ready for pick up, *** called. I picked up my car and noticed that the issue was still there. I called *** back and told him the issue was not resolved and I would bring my car back. I brought my car back on 11/13/23 and asked to speak with ****** and told him the issue was still there. ******, ********************* (General Manager)and another employee each sat in the driver seat and stated they didnt feel anything while I sat in the passenger seat and felt the vibration. After all the delays the issue is still present and the dealership hasnt solved the problem.

  Business response

  11/16/2023

  Customer has a 2015 ATS nice car. Came in stating she fills car shaking.
  She was advised to get a tune up. Also, car needed engine mounts.
  At pick up she drove it and came back saying car still shakes. I drove the car myself.
  ****** my service manager drove the car. I asked two other managers to sit in it while it ran. They didnt fill anything out of normal.

  We want every customer to be satisfied, We did all we could to cure the issue. Car runs and drives normal.

  thanks

   

   

   

  
  

  Customer response

  11/16/2023

   
  Complaint: 20880664
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  11/20/2023

  The issue has not been resolved. My car still has the same problem.

  Customer response

  12/20/2023

   
  Complaint: 20880664
  
  I am rejecting this response because: The issue has not been resolved. My car still has the same problem. No one from the business has contacted me by phone or email. 
  
  Sincerely,
  
  *****************************

  Business response

  12/20/2023

  We tried to duplicate the customer's issue. We didn't find any issue. We stand by our last decisions.

   

  Customer response

  12/20/2023

   
  Complaint: 20880664
  
  I am rejecting this response because:
  The problem still exists.
  Sincerely,
  
  *****************************

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2021 Cadillac Escalade in February 2021 zero miles. I started having issues with this car shortly after. Had to have onstar come out and boost it. It has been back at Cadillac over 8 times for service since the purchase in February 2021. It is currently in the shop at Cadillac of Memphis now. I want to file a complaint as they have sold a lemon and I need helping with resolving this issue. Please assist me with this matter? Your time will be greatly appreciated. Thank you

  Business response

  08/28/2023

  The customer has had the Escalade in for Maintenace several times. The issue at this time is engine related.

  The engines are on back order and could be timely in being completed. We certainly understand the frustration.

  We are doing all we can to resolve the issue.

   

  thanks

   

   

   

  Business response

  09/11/2023

  We responded last week on this issue. The customer has been here for Maintenace issues yes. This time this is an engine issue. We have ordered an engine through warranty.

  They have been on national back order for many many months. It should be complete in the next few weeks. Sorry for the inconvenience to this customer. We hope to resolve this matter soon.

   

   

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cadillac of Memphis has had my car since the end of March 2023 and still has it currently. I've been lied to so many times it doesn't make any sense. I've called so many times trying to get an update about my car and ************************* (Manager) has lied so many times. I have so many text messages to ****************, and he is responding but again just consistently lying and misleading me. I had about 4 people that have been my advisors for my 2013 ATS Cadillac and every time someone get my case, they either are no longer there, or they just don't care and never do a follow-up callback to keep me updated. I was even told that ************************* no longer works for Cadillac of Memphis and when I called corporate (case 9-10154442022) she informed me that he was still employed. Ageism or sexism, I don't know why I'm being discriminated against because no one care about me not having my car for 4 months. I have gone through so many advisors that have flat out lied to me. The last advisor I'm dealing with is ****** AKA *******. ******* just told me last week that the mechanic was working on my car and every time I try to contact her no response, no callback, or she tells me I'm going to check with the mechanic and get back to you, but I don't get any call backs. I need for Cadillac of Memphis to fix everything that is wrong with my car especially since that have had it sitting so long and a car is meant to drive not sit and collect dust and smudge. Additional things will go wrong with a car after sitting for so long. Please help me and all the calls should have been recorded for evidence. I need some help in getting this devastating issue resolved because I'm very depress and frustrated. ******* when she did speak with me told me that I've done too much already and it's nothing else I can do. Please, please, please help me.

  Business response

  07/24/2023

  **************** has been talked to by my service director. Our problem is she needs a engine and her warranty company has rejected it.

  Its not in our control. She has a tear down fee and diagnostic charge. With out means to pay for engine the car is still here.

   

  thanks

   

  Customer response

  07/24/2023

   
  Complaint: 20364981
  
  I am rejecting this response because:
  
  *************************************************

  Customer response

  07/27/2023

  1. ********************* has lied since day one and Cadillac of Memphis has had my car for 4 months.

  2. I've had 3 or 4 advisors for my one car and the last advisor ****** AKA ******* informed me that the mechanic was working on my car and they were approved to fix it.

  3. Cadillac of Memphis needs to pay for all the parts and fixed my car in a timely manner due to the incorrect information that was provided to me as a customer. I've been so patient and even ******* said, I had done to much and it was nothing else for me to do.

  Customer response

  08/06/2023

   
  Complaint: 20364981
  
  I am rejecting this response because:

  1. ********************* has lied since day one and Cadillac of Memphis has had my car for 4 months.
  
  2. I've had 3 or 4 advisors for my one car and the last advisor ****** AKA ******* informed me that the mechanic was working on my car and they were approved to fix it.
  
  3. Cadillac of Memphis needs to pay for all the parts and fixed my car in a timely manner due to the incorrect information that was provided to me as a customer. I've been so patient and even ******* said, I had done to much and it was nothing else for me to do.
  
  *************************************************

  Business response

  08/11/2023

  We have responded to this a few times. the customer is liable for the difference charges.

  The warranty company has not approved the full amount. We will not move further on this without pay.

  This is a 10-year-old car with over 100k miles. It is our policy to have money up front on this type of

  vechile.

   

   

   

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am driving my 3rd Cadillac and have been very brand loyal through the years. The former Bud Davis Cadillac always gave me a good reason to maintain that loyalty from year to year, model by model. However, I can say nothing good about the management style of the new owner, Landers Cadillac of Memphis. Landers Cadillac has had my car since November 15, 2022. After repair of a recent fender ****** by a very reputable Auto Body Shop in the Memphis Area, my car sits incomplete in Landers back lot. To their credit, Landers did replace a malfunctioning windshield washer apparatus, but has yet to repair the "Driver Assist" function. The car is drivable but without any sort of Cruise Control, much less the "Driver Assist" function which is one of those features I love about the car, a 2017 XT5 with only about ****** miles. Landers Cadillac has messed with me not days, not weeks, but for months. They rarely return my phone calls. The only way to talk with someone is to show up at the dealership. Their excuse for non-repair is that this electronic problem is difficult to diagnose. They said that they did contact Cadillac in ******* for advice but, in my opinion, this Memphis technician does not seem capable of interpreting that info. Today, March 31, 2023, the car is sitting and waiting in their back lot. By the way, several very capable techs and polite honest service managers are no longer working for Landers. I can only guess why

  Business response

  04/01/2023

  We are sorry for the time it has taken. Our issue is the body shop has installed after market parts.

  They also have not installed everything properly.We are trying to clean up those issues.Our tech has advised customer to take the vehicle 

  back to have more issues corrected.I am sorry if communication has not been followed up on.We want a better experience for this customer. We take pride in our work.

  We will take care of our end. The body shop has got to fix there issues.

  THANKS.

   

   

  Customer response

  04/03/2023

  Approximately 2:45 this afternoon (Monday, March 3rd), ****************** (***** at ************) called me to say that he had spoken with ********************* at ******** Cadillac of Memphis who says that Superior's body repair of my car must be at fault for this mis-alignment issue between my new front bumper camera and the new windshield sensor. Cadillac claims that Superior must have used "after-market" parts to repair my fender and bumper.  ******** Cadillac's response to the BBB letter at the end of March 2023 is the first time we ever heard that ******** Cadillac is now blaming "after market" parts installed by Superior.  Superior said that they did not use "after-market" parts.  According to *****, ******** Cadillac Memphis is throwing up its hands and giving up and wants ****************** to drive the car back to their shop for Superior  to do something BUT, they have not defined what something Superior is supposed to do!!  On March 22nd, my husband wrote ********************* to inform him that we expect pictures and a detailed report of what Cadillac says is wrong.  ******** Cadillac of Memphis has had my car since November 2022 without completion of this repair.  I have endeavored to be patient, understanding and even tolerant of their employee roll-over. But, I am AT THE END of said patience and WANT RESOLUTION, even if Landers has to fly someone down here from ******* to fix my car.  I have not been able to drive my car with all of its features for 5 MONTHS, beginning November 11, 2022. This treatment of me the customer is totally abhorrent and unacceptable!  It is appalling to know that Cadillac can treat a loyal customer with so little respect or common decency.

  Customer response

  04/05/2023

   
  Complaint: 19880482
  
  Approximately 2:45 this afternoon (Monday, March 3rd), ****************** (***** at ************) called me to say that he had spoken with ********************* at ******** Cadillac of Memphis who says that Superior's body repair of my car must be at fault for this mis-alignment issue between my new front bumper camera and the new windshield sensor. Cadillac claims that Superior must have used "after-market" parts to repair my fender and bumper.  Lander's Cadillac's response to the BBB letter at the end of March 2023 is the first time we ever heard that Lander's Cadillac is now blaming "after market" parts installed by Superior.  Superior said that they did not use "after-market" parts.  According to *****, ******** Cadillac Memphis is throwing up its hands and giving up and wants ****************** to drive the car back to their shop for Superior  to do something BUT, they have not defined what something Superior is supposed to do!!  On March 22nd, my husband wrote ********************* to inform him that we expect pictures and a detailed report of what Cadillac says is wrong.  ******** Cadillac of Memphis has had my car since November 2022 without completion of this repair.  I have endeavored to be patient, understanding and even tolerant of their employee roll-over. But, I am AT THE END of said patience and WANT RESOLUTION, even if Landers has to fly someone down here from ******* to fix my car.  I have not been able to drive my car with all of its features for 5 MONTHS, beginning November 11, 2022. This treatment of me the customer is totally abhorrent and unacceptable!  It is appalling to know that Cadillac can treat a loyal customer with so little respect or common decency. 
  Sincerely,
  
  ***************************

  Business response

  04/05/2023

  We have talked to the customer about this. We would love to fix this issue. We can't because of the non completed work of the body shop.

  We don't have control of them and can't repair the damage to the car with out this to happen.For us to repair the damage would be a big cost to the customer. 

  Her insurance company will not pay the extra expense i've been told.This bodyshop has used non certified GM parts.

   

   

  Customer response

  04/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution of the problem, IF this action solves the problem of the non-working Cruise Control/Driver Assist feature.

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

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

  ************, ** 38017

  
  

  Customer response

  04/12/2023

  April 12, 2023
  
  Re:  Response to BBB Request 
  Re: Assigned ID# ********
  
  To Whom It May ****************** the afternoon of April 10, 2023 as per the BBB request, I drove my car back to ****************** in ********, requesting that they review their records of body work done to my car and that they look for any part or feature that is out of order.  Cadillac continues to say that Superior must have used after-market replacement parts.  Wrong!  The fender and bumper sustained only superficial scratches and therefore were straightened and repainted.  Cadillac insists that superior must have damaged some wiring or the harness, the camera module or some other.  Cadillac said a new windshield with new sensors would calibrate with the front bumper.  That did not fix it!  The most recent Cadillac receipt says that the rear camera co-ax is broken.  I wonder what that has to do with the front bumper repair????
  
  Today, I am waiting for word from Superior after they have replaced a cracked sensor (that should have been picked up on the Landers Diagnostic equipment) and have called their fellow to re-calibrate the Driver Assist/Cruise Control.
  
  Regards,
  ******************************

  Customer response

  04/17/2023

   
  Complaint: 19880482
  
  I am rejecting this response because: Date Sent: 4/12/2023 12:14:14 PM
  April 12, 2023
  
  Re:  Response to BBB Request 
  Re: Assigned ID# ********
  
  To Whom It May ****************** the afternoon of April 10, 2023 as per the BBB request, I drove my car back to ****************** in ********, requesting that they review their records of body work done to my car and that they look for any part or feature that is out of order.  Cadillac continues to say that Superior must have used after-market replacement parts.  Wrong!  The fender and bumper sustained only superficial scratches and therefore were straightened and repainted.  Cadillac insists that superior must have damaged some wiring or the harness, the camera module or some other.  Cadillac said a new windshield with new sensors would calibrate with the front bumper.  That did not fix it!  The most recent Cadillac receipt says that the rear camera co-ax is broken.  I wonder what that has to do with the front bumper repair????
  
  Today, I am waiting for word from Superior after they have replaced a cracked sensor (that should have been picked up on the Landers Diagnostic equipment) and have called their fellow to re-calibrate the Driver Assist/Cruise Control.
  
  Regards,
  ******************************
  
  Sincerely,
  
  ***************************

  Business response

  04/18/2023

  We still stand on our decision on this matter. The body shop wants us to straighten out what they did wrong.

  The car is not repaired correctly.We will be glad to work on it but fixing someone else bad work is the bodyshops issue.

  If the insurance company or customer is willing to pay us this is a different matter. At this time we were told this was an issue and wasn't paying anymore

  for the repairs.

   

   

   

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my vehicle off for a recall and to have my ac compresser replaced in which my insurance was paying for the repair. Upon checking on my vehicle one day I was informed that the service technician found something lodged in my right rear tire, and that he plugged it and they added an additional $35 to my ticket. I informed her that they should have called and spoke with me about that situation and I would have told them not to mess with it as they are financed. So they took the $35 off of the ticket. Now I'm in ******** ** **** away and I woke up to a flat tire mon Oct 3. I called landers service depr and spoke with the service manager and he suggested that I put fix a flat in my tire. Well that option doesn't work for me. So I took my car to ********************* in ******** ** and they informed me that the bead was damaged and the tire needs replacement. I had to wind up paying for a new tire and had to cut my birthday vacation short because of this. No one from landers have contacted me to offer an apology, to replace my tire or anything. The Cadillac corporation tried to help with no avail. Now I have to borrow money from relatives to get back to Memphis TN because of landers Cadillac of Memphis carelessness. I still owe $262 on those tires. This could have been avoided if they would have called me instead of taking it upon themselves to remedy a problem that I didn't even knew existed as my tire was not leaking air. Landers Cadillac of Memphis has ruined my entire vacation as I now have to return to Memphis early so I can get my relatives repaid.

  Business response

  10/06/2022

  What ever was in the tire created the issue not our patch of it.

  We don't fill obligated to pay for the tire.

  Customer response

  10/06/2022

   
  Complaint: 18159621
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used vehicle (Chevrolet, Equinox 2011) from Cadillac on March 11,2022, after driving the vehicle for only 4 months, I started noticing gears not switching properly. I took the Vehicle to a local shop for diagnostic testing. The mechanic states that this truck switch board had been bypassed, meaning that is the reason the car is not giving any light warning that something is wrong. This done (turned off) in order to sell the vehicle in most cases. I still don't have any warning lights on the dash for this vehicle, but there is clearly 2 major issues wrong with this transmission. P0872/P0877. Switch Solenoids are stuck and P0989 means needs a complete Valve body replaced. But there is no warnings at all prompting for these issues or even a check engine light on. After, contact the store to inform of this issue the Sales manager says" well you drive off its yours!! No apology at all! I don't recommend buying any used vehicles from this lot!

  Business response

  11/09/2022

  The customer bought a 2011 car with over a 130k miles on it. Bought it in March 2022

  The car went through or service before the purchase for inspection.

  the customer Signed an AS IS federal form when it was purchased. She brought her vehicle in in October 2022.

  We do not fill any responsibility for paying for her issues.

   

  Thanks

*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. ↩