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:03/25/2025

  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.

  Purchased a car from the dealership. Was promised an I owe: new battery, new tires, front end alignment, and new electronic screen. After 5 months of owning the car, I had to replace the "New tires" bc of the belts in the tire were coming apart. I asked the dealership to see any information showing the tires and what kind that were replaced. Just showed they were replaced. Nothing on the report showed them replacing the screen with a new one. Also showed there were 2 sets of keys which I was told there was only one set when I purchased the car. Right there, tells me they lied about the keys and makes me wonder what else they are covering up. I have been talking to a manager and he promised to via ***** the other set overnight which was last Monday, March the 3rd. Then told me he was waiting on confirmation of a tracking number. Basically trying to cover himself. He never sent them ***** as you get a tracking number the minute you send it out. I still have not gotten the second pair of keys and I'm getting the run around. Have had problems from day one at this dealership. Paper work was messed up, tried to keep the difference of warranty amounts until I got a call and they sent me the difference. Registration was a mess bc they didn't get all the paperwork done correct from the previous owner. Just a disaster. I feel like I should be able to get something showing what all they did yo the car but they tell me it's a internal cost and it's not required to show the customer. Which should be another red flag. I want to know if the electronic screen is a new one or something they pulled off another car. I want my second pair of keys they have to my car.

  Business Response

  Date: 03/26/2025

  Thank you for reaching out. As described by the customer, we installed 4 new tires, aligned the vehicle, put in a new battery, and installed a new cue system(they are vin specific, they can not be swapped from another car), Prior to the customer taking delivery of his 2016 SRX. 6 months after taking delivery of the vehicle the customer had what appeared to be a road hazard issue with a tire. He brought it to tire shop near his home who told him they would only replace 2 tires so they matched. He wanted the dealership to pay for the tires, which was denied. Upon giving the customer a screen shot showing what work was done to the vehicle, he noticed it stated the car had 2 keys. Until this moment it was assumed he received both keys. The salesperson at the time of sale must have assumed given the vehicle age, we only had 1 key available and relayed that to the customer. Upon a quick search in our key machine the second key was located. This key holds no value to the dealership, so this was clearly an oversight, not some kind of malicious event. The key was sent out to the customer via regular mail, even though our clerk was instructed to send it via ***** with a tracking number. If the key never arrived, I'd be happy to offer another one to the customer, but the key will have to be programed at the dealership. 

  Customer Answer

  Date: 03/27/2025

  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,
  
  **** ******

• Initial Complaint

  Date:08/20/2024

  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 want to follow a complaint on some services that were done at this shop that were due for diagnostics. I was told that it was gonna be something else and the diagnostic description was not changed, which is causing me some things done with my vehicle and I would like for them to fix the diagnostics and what was done.

  Business Response

  Date: 08/21/2024

  This client brought us her car because of an issue she was having with another dealer. It was brought to us for a second opinion and paid for by the other dealer. We noted what our opinion was based on examining the vehicle and the client is not happy with our wording on the diagnosis. We do not cater our findings or wording to meet a clients needs instead we report what we believe to be the situation based on our educated knowledge.

  In an unrelated issue, we also replaced and TPM sensor for this client at no charge even though it should have been customer pay. We fully understand her frustration with the situation but have no fault in this one.

• Initial Complaint

  Date:06/17/2024

  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.

  On September 28, 2023, I had the brakes and rotors repaired at Frank Kent Cadillac of *********, for which I paid $1,555. Shortly after, I began experiencing issues with my brakes squeaking. Returned to the dealership October 3,2023,January,and March 2024 for the same noise and was told they needed to settle in and that it was brake dust that would clear with driving. The service drive manager told us that if we came back in January they would remove the pads and rotors and do another complete inspection. June 11,2024 we returned to the dealership for grinding noise when braking. After the 11th, the request for a loaner vehicle was made at this time, no correspondence from **** for 48hrs and we went into the dealership for an update in which we were told we needed brakes,rotors,and calipers. **** could not say with certainty that if the brakes were indeed checked in January/March this would have been seen but that due to the 20,000miles placed on the vehicle (in which we were told to drive it more tonbreak in the brakes) this is the cause. On June15,2024 we picked up the vehicle out of utter disgust and inconvenience. **** was asked if the vehicle was fit for family to drive with the brakes in this state his reply of no but we are not the same only added insult to matter. **** also stated that Frank **** would not touch our vehicle again. To resolve this issue, I propose the following solutions:1. A full refund of the $1,555 paid for the initial brake and rotor repair, as the service was not performed correctly.2. Completion of the necessary brake,rotor, and caliper repairs at no additional cost to me, ensuring the vehicle is safe to drive.3. Provision of a loaner vehicle at no cost while the repairs are being completed, to avoid any further inconvenience.

  Business Response

  Date: 06/17/2024

  We have already responded to this customers complaint, we are not going to do anything going forward due to the fact that the work was done over ****** miles ago. We are asking the customer to try a different service department.

  Customer Answer

  Date: 06/18/2024

  Complaint: 21858663
  
  I am rejecting this response because: the vehicle in question was brought to you one more than 2 occasions with brake issues. Your service manager instructed us to continue to drive the vehicle to allow the brakes to settle when we do such as advised by the service manager, then the brakes start grinding where does that leave the customer. We followed the instructions only to be left here communicating via messages on the BBB site?.very unacceptable. The service manager furthermore stated if the vehicle was brought back in for the same issue the brakes would be receive an in-depth inspection, which was not done. During a conversation had with the service manager he stated that the brakes & rotors should not be metal on metal with in the  timeframe be referred too. 
  Not only are we speaking about the poor repair services but the poor communication from the service manger. The customer shouldnt have to drive to the dealership to receive a report on their vehicle. In every business there is follow-up communication to the customer. 

  
  Regards,
  
  *********************

  Business Response

  Date: 06/18/2024

  We have already responded to this customers complaint, we are not going to do anything going forward due to the fact that the work was done over ****** miles ago. We are asking the customer to try a different service department.

• Initial Complaint

  Date:10/05/2023

  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.

  Frank **** fixed a recall. Their service means they run her through a car wash. Its a great service. However they used a dirty cloth and wiped the screen in my car.at least thats my hypothesis. Ive been nice but ******* who was over my car blew it off. *** left multiple messages for the service manager with no response. I feel like a stalker Ive called so much. I realize the interior is dirty. I have a 99 pound service dog. So fur is everywhere. And 10grandkids so its not super clean however the only thing wrong with that screen was fingerprints. When. They returned my car he was very nice and parked it in the garage. In the garage it. Looks fine. As soon as I backed out the next day, I could not believe it. It looks like it was wiped with sandpaper. I sent ******* the picture. She said she will fix it. That has not happened and they will no longer return my calls. I feel they should replace the screen. Btw screen cleaners/glasses cleaners were sitting in the cup holder. Please advise me what to do. I fell like I need to go to the lawyer. We made an appointment for the 25tj. Im tired of people that dont do their jobs. Deby_ ******* @yahoo. Com. *********** I would really like to not have to go to that appointment.

  Business Response

  Date: 10/16/2023

  Good Afternoon, 

   

  I appreciate you being a ************* ******** of **********************. I also apologize for us not communicating effectively on the process of how we clean cars after your service so I would like to take a moment to elaborate on exactly how it works at Frank ***** First I would like to let you know that earlier this year we took a look at our now old car wash and decided it was time for an upgrade so we spent the first four months of this year adding a completely touchless car wash to replace the old style that had brushes on it which could possibly damage a vehicle. We now drive your car through a car wash that is brand new and completely touchless with state of the art blowers to ensure we don't even have to put a rag on your car to dry it. In continuing how that process works once it is out of the car wash we then pull it around to where this vehicle gets vacuumed and tire shine added to the tires. The one thing that we do not do is any kind of interior cleaning with a towel or a rag as most ********s in which we have spoke with do not like their stuff being moved or touched in a cleaning process. With that being said and in the interest of providing ******** service that is up to the ******************** **** standard, I am prepared to fix the screen on your XT5 at no cost to you. I will have ********************* (Service Lane ******** reach out to you to schedule a time that works best for you to resolve your screen issue. Again thank you for being a Frank **** ******** and we look forward to servicing your vehicle in the future! 

   

  Thanks, 

• Initial Complaint

  Date:04/17/2023

  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.

  I dropped my Cadillac off at Frank **** on March 30th at 7 am. I had some error lights and was told that it would take 2 days for my car to be looked at. 4 days went by. Finally, I called the dealership and got the excuse that they were moving and someone would call me. No call. I asked about a loaner, and was told they do not have any.I finally got someone on the phone on Saturday April 8th and he said he would be sending me the info on my car in an hour. I told them that when I bought the car in 2020 I got an extended warranty. They said they looked for it in the system and said I never purchased one. I asked them to look in the glovebox to see if there was info about it in there. One service person said he looked and there was no paperwork in the glovebox at all. The other service person said there was but there was no proof of an extended warranty. I know I purchased the warranty. Monday the 10th I called and was finally sent the information regarding my repairs. They told me that the hold up was they were waiting on me to send them info about the warranty (that I purchased from THEM) The total bill had somehow now gone from $4000 to $8000. I told them I wanted to see proof of the damage and also that I would just trade the car in if indeed it needed that much work.I have spoken to 4 sales people and 2 service managers and have zero explanation or proof that the work they quoted needs to be done after 18 days nor do I have a trade in value.

  Business Response

  Date: 04/17/2023

  we are currently in contact with the customer to resolve her warranty issue. I believe at this point we should be able to move forward without and further issue.

  Customer Answer

  Date: 04/24/2023

  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,
  
  *************************

• Initial Complaint

  Date:12/13/2022

  Type:Billing 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.

  On July 29th, 2022 I purchased a vehicle from Frank Kent Cadillac. This vehicle was a 2022 Cadillac CT4 Blackwing for approximately $72,000. At this time, the Cadillac CT4 was left on the lot secondary to the wire requiring one business day to be processed (purchase was made on the weekend). On August 1st, I brought my leased vehicle (2019 Cadillac CTS) to Frank **** of **********, left it on the lot, received an odometer disclosure statement and brought home my new CT4. GM financial began placing calls to me over the next few weeks stating that I owed money (August ******* Payment) and the car was not grounded at the dealership. I called back and forth between GM financial and Frank **** to get this issue resolved. Mid August, GM financial verbalized that the issue would be resolved and no further action was needed from me. However, I continued to receive phone calls from GM financial stating I owed approximately $1200 on the leased vehicle that was turned in on August 1st. On September 12th, I drove up to Frank **** to verify that the vehicle had been grounded. At this time, Frank **** stated the car had not been grounded and they did not know where it was located. The car was eventually located, an additional GM financial odometer closure statement was provided to me and officially grounded the vehicle. At this time, I was told everything would be taken care of. Since Frank **** did not officially ground the vehicle on August 1st when it was brought to them, GM financial continues to request August payment, late payment fee and disposition fee. I have attempted to contact both entities endless times to resolve this issue without success. This issue has negatively impacted my credit due to the errors made by Frank **** and GM financial.

  Business Response

  Date: 12/16/2022

  We are currently working with the client to bring their desired solution to fruition. We are working with GM Financial. 

• Initial Complaint

  Date:09/23/2022

  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.

  Arlington Cadillac Took it in for rear axle , a rattling noise in the rear First day shop ******* diagnosed and drove, heard no noise said still diagnosing 2nd day diagnosed, and claim i need battery And then a starter 3rd day all of a sudden a new motor after tech drove it 10 miles AGAIN for what reason ? This is something i will not come out of pocket for. It was not my mistake nor my problem from the get go i had no issue with my motor no check engine light AND no engine noise/knock I have had my car transferred to their ********** location hoping Id get better service and now i keep being told the service director is calling me to finally Give me an update and i get no missed calls or voicemails or nothing. This is complete absurd and unprofessional! I need this resolved because Im going on almost a month and some weeks with no real results. Please help me

  Business Response

  Date: 09/23/2022

  Upon further diagnosis, it has been determined that this vehicle's engine has been modified by either the customer or the previous owner. This was diagnosed via a compression test on the engine. The car was not purchased from Frank ***** so we don't know the history of the modifications. As a result, the manufacture is voiding the warranty on this vehicle. We understand the customers frustration but someone has take responsibility for the modifications that were performed elsewhere. Those modifications are the resulting problem and GM has instructed us that the new engine is customer pay and they will not participate. I would figure out what company did the modifications and see if they supply some type of warranty to cover their engine failure. 

  The lack of communication is unacceptable and will be addressed. The length of time is due to the unnatural nature of this situation. 

• Initial Complaint

  Date:08/30/2022

  Type:Billing 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 complained about a service visit earlier regarding August 9 to August 11 2022. My problems remain unresolved. To recap, I gave written instructions. I specifically said I wanted my CD Player (the car and mounted in it's tray in the glove box) to be programmed. My request for this is next to the request for the cabin filter replacement, ************ request. docx).which is behind the glove box, that holds my CD Player. As a reminder, this player has is made by GM so a dealer must do computer input to make it work.My service advisor, *********************** told me on August 9 that my CD Player that I had purchased from a GM Authorized Part Supplier was inoperable. However, my invoice (see Pre Invoice) for that service DOES NOT indicate that Frank **** attempted to program it at all. It does not even mention that the CD Player even existed. (see CD Player Installed.jpg)If indeed, my CD Player is inoperable, I need the invoice or something in writing to show that. The merchant for my New In Box CD Player, denied my return (The Seller Declined the Return Request.jpg )So I filed a claim with my credit card issuer ***** Fargo, asking them to press for a refund of my$259 ***** Fargo (CD Player Claim.jpg) Frank ************ has thus far denied me a proper service invoice. I would think that would be the appropriate support documentation ***** Fargo is requesting for my claim.I was contacted by a ***************************, identified himself as "Frank **** ************ He gave a contact number ************, FYI, caller ID shows he called from ***********.**** said he has my CD Player. I asked him if the service technician actually tried to program ice. He said they did.I said I only got a pre invoice. He said he has a copy of my regular invoice.I asked him what the tech said. Was there a code? He said the display lit up red. I want my invoice. It should allude to the programming status. And my $214 Please please have a service manager contact me.

  Business Response

  Date: 08/30/2022

  We have responded to the customer, explained his invoice, offered to install his cd player for free and he set up an appt.

   

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

  Customer Answer

  Date: 09/13/2022

  Complaint: ********
  
  I am rejecting this response because: Re: BBB Dispute # ******** I had filed a complaint because Frank **** serviced my car on August 11, 2022 and gave a cryptic sheet (see attached pre-invoice) instead of a service invoice. I would not be surprised if a BBB employee would file complaint to the BBB if a company serviced their car, and would not provide a service invoice to explain items they were charged, and that they had to pay. I had asked the BBB to pressure FK to get me an actual invoice. Oddly, because Mr **** told BBB that he EXPLAINED the invoice, BBB representative Ms ****** closed the case. I still want my service invoice. Item 2 was that on this pre invoice, regarding item 4 seems to say they installed a CD player, and charge me $214.00 for doing so. This is disconnected for reality. To recap, I bought GM part number 2 32 0 8 1 8 1 from an authorized GM parts store online, and screwed it into it's holder in the glove box and it displayed "Theft Lock" on the cars center display screen. (See CD Player Installed) Research on the internet said that a GM dealer must program the device into the car's computer so the new part will be recognized and work. It also said unplug CD player for now, cars display will be normal again. No big deal, I thought. On my type written service for my Aug at Frank ****. (See Service Aug 8) I listed what I wanted them to do next to the cabin filter replacement. Because they have to remove the glove box (two screws and velcro strap) while they are replacing the the Cabin Air Filter, which is of course behind the glove box. (See CD Player Installed). Weirdly, when my car was returned They DID NOT program my existing CD Player to make it operational. FK's website lists this. (see attached page 6 of CD Player _ Cadillac Accessories.pdf) part $275 dealer installation $60. They DID NOT install a new part, and program it to make it functional. I should get a refund of my $214. Or get credit against $335 New CD Player ($275 + $60)
  
  
  Have FK Provide BBB with a usual and customary service invoice for August 11 2022 and get me copy. And one of the next two actions.; 1. - On August 22 2022, FK was suppose to have programmed my provided CD player. I want it done it possible.; Or 2.- On August 22 2022. FK did not install an new CD player $335. I want $214 credit for that.
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/13/2022

  We have provided the requested documentation. The customer is truly dissatisfied because they bought a CD player from an outside source and now trying to lay the blame on Frank **** for the issues. I would contact your online parts provider who supplied you with an inferior product and take it up with them. We have performed the requested services from the customer, we have supplied the documentation for the work, and bear no responsibility for outside product supplied by the customer. 

  Customer Answer

  Date: 09/14/2022

  Complaint: 17785949
  
  I am rejecting this response because:

  The merchant Frank Kent Cadillac has not provided me with a service invoice. Would BBB please obtain a copy of my service invoice, as I requested.

  I attached a copy of the "Pre Invoice" given to me. Dear BBB please review Frank *********************

  Dear BBB, if you will, imagine it was your car that had been serviced. Would you kindly ask Frank **** to provided an actual service invoice.

  BBB, if you can get me a copy of my actual Service Invoice with actual service procedure names and data. The pre invoice is written in code.

  Thank you for your help on the matter. 
   
  Regards,
  
  ***********************