Complaints

This profile includes complaints for Service Chevrolet Cadillac, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Service Chevrolet Cadillac, Inc.

  1212 Ambassador Caffery Pkwy Lafayette, LA 70506

  
• 

  Service Chevrolet Cadillac, Inc.

  PO Box 3707 Lafayette, LA 70502-3707

  

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:04/02/2025

  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 first brought my truck for service for gear and a/c issues. They claimed to fixed it in 2 days. I started having the same issues and more a few weeks later. I brought it in January 14th and have not seen my truck since then. Nearly 80 days and they claim to have no loaner vehicle available. Manager Jarome will not answer phone calls or return phone calls. I’ve tried contacting the GM to no avail. Looking at their google reviews their service department complaints are extreme. I need help holding this business accountable and for them to conduct fair business. They are dragging their feet because my truck is under warranty. They don’t understand priorities and “fixed” the A/C and a “recall” before sending it to the transmission tech. Now the parts on on “back order” They are backwards. This my last attempt of trying to find a resolution with this bad business. I will be contacting an attorney at the 3 month mark. Please investigate this service department. Thanks.

  

  Business Response

  Date: 04/10/2025

  The customer came to our service department with an A/C and transmission problem. The A/C problem was addressed, but the parts to fix the transmission are on indefinite back order from ******* ******. We are also short on loaner vehicles because of a reduced inventory because of Covid. The customer was contacted about every 2 weeks to let him know the status of the parts order. On March 13, we contacted the customer to let him know that a loaner vehicle was available, and he had 24 hours to pick it up. The customer never came in to pick up the loaner vehicle. The repair is covered by warranty and will be completed when the parts become available. Meanwhile, we are in contact with the customer and keeping him up to date on where everything stands.

  Customer Answer

  Date: 04/13/2025

  
  
  Complaint: 23149983
  
  
  
  I am rejecting this response because: lies lies and more lies and poor excuses. as you see, they did not address the priority issue of working on the AC before the transmission. Covid was over four years ago. That’s a very poor excuse but over the last three months I’ve learned this is expected. On March 13 I flew back into Lafayette airport. I called Liz ****** on my way home to get an update while still in Lafayette, had she offered me a loaner vehicle I would’ve been there within 10 minutes instead of having to drive 2 hours from my home. That is an absolute lie. I was never offered a loaner vehicle. If they record calls, please pull the recording to verify, that is 1000% false. I have not spoke to anyone about my truck in three weeks. I still can’t get over the fact they said they offered me a loaner vehicle. That is absolutely false and this needs to be investigated.
  
  
  
  Sincerely,
  
  
  
  Jordan ******

  

  Business Response

  Date: 04/17/2025

  The customer's vehicle is in the shop for a transmission problem. The parts needed to fix it on on backorder with no timeline on when we will get the parts. We reach out to the customer a couple of times a week to update him on the status of the repair. We also contacted the customer when a loaner vehicle became available, but he never showed up to get it. The vehicle in question was not even purchased here.

  Customer Answer

  Date: 04/25/2025

  
  
  Complaint: 23149983
  
  
  
  I am rejecting this response because: I don’t know what to say anymore. The lies just keep coming from a multimillion dollar business. This is beyond ridiculous. They have not contacted me since March 13, I finally called Liz on Tuesday to question the loaner vehicle offer that never happened. She told me on a voicemail March 13. She told me that according to her notes. That is false. The voicemail is attached. She lied straight to my face. I will be going up there to speak to the GM. To debate whether I bought my truck there is utterly ridiculous. I attached a picture of my truck in their parking lot but pull the receipt. I bought it January 5, 2022 at Service Chevrolet in Lafayette. Going on 4 months now that they cannot offer me a loaner vehicle…

  
  
  
  Sincerely,
  
  
  
  Jordan ******

• Initial Complaint

  Date:11/12/2024

  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.

  My vehicle had been taken into service Chevrolet service department on three different occasions for a total of six days, for the same issue. A repair was done on the first visit, which now appears to have been unnecessary, as the issue with my vehicle was never corrected and is still not corrected as of today. Prior to the third visit, which took place on November 7, the service manager Mr. ******, agreed that if they could not fix the problem this time that he would refund me what I was charged on my first visit. I picked up my vehicle after 4:30pm on November 8, without the issue being fixed. Since then, I have left numerous messages for Mr. ******, the service manager, and Mr. ******, the operations manager, but as of the time of this complaint, I have yet to have been called back by anyone. I’m due $546.78 and $83.05 in GM Loyalty Rewards.

  

  Business Response

  Date: 11/13/2024

  Good afternoon,

  Our Fixed Operations Manager has been in communications with Mr. ******* regarding the repair issues and has agreed to issue the reimbursement. Our Accounting Department is in the process of sending a payment via mail.

  Please let me know if you have any further questions or concerns.

  Best Regards,

  Katlyn *****

  Customer Answer

  Date: 11/16/2024

   
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22541222, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/08/2024

  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.

  -JUNE28TH-VEHICLE WOULDNT START; TOWED TO MY HOME
  -JUNE 29TH-TOWED TO SERVICE CHEVROLET, LAFAYETTE LA (WHEN VEHICLE WAS DELIVERED, I RECEIVED CALL AT 0827 STATING VEHICLE WILL BE COMLETED IN A FEW DAYS)
  -AUGUST 1ST- I HAD TO CALL FOR AN UPDATE-MULTIPLE EXCUSES ABOUT WORKLOAD AND UNABLE TO GET PARTS. WAS TOLD I WAS ON PAGE 2 OF LIST.
  I DID CALL AGAIN ASKING WHAT WAS MY OTHER OPTIONS TO GET VEHICLE SERVICED.
  -AUGUSTS 5TH- I HAD TO CALL AGAIN FOR UPDATE; MESSAGE LEFT ON VOICEMAIL
  1605-SOMEONE RETURNED MY CALL STATING VEHICLE WAS NOT IN ROTATION TO BE SERVICED BECAUSE I TOLD RECEPTIONIST THAT I WAS TOWING VEHICLE ELSEWHERE. INFORMED THIS SERVICEMAN THAT I HAD NOT SAID THAT. I CALL FOR ALTERNATIVES. INFORMED ME THAT HE WOULD PUT MY VEHICLE BACK INTO SERVICE ROTATION.
  MEANWHILE, I DID SPEAK TO SALE REP WHO SOLD ME THE VEHICLE EXPLAINING WHAT WAS HAPPENING. SHE APOLOGIZED AND FORWARDED OUR TEXT MESSAGES TO SERVICE MANAGER.
  -AUGUST 7TH- RECEIVED CALL FROM SERVICE DEPARTMENT STATING BATTERY WAS COMPLETELY DEAD AND ITS NOT COVERED ON MY EXTENDED WARRANTY. I WOULD HAVE TO PURCHASE ANOTHER AT THE COST OF $250 PLUS TAX. EXPLAINED TAHT BATTERY WASNT DEAD WHEN VEHICLE WAS TOWED BUT DUE TO THEIR NEGLIGENCE IN CHECKING THE VEHICLE IN A TIMELYMANNER, IT HAD BEEN SITTING WITHOUT BEING STARTED FOR OVER A WEEK. I WAS MET WITH ATTITUDE FROM SERVICEMAN STATING, "WHAT YOU WANT ME TO DO, BATTERY ISNT COVERED?"
  AUGUST 8TH- RECEIVED CALL TO COME PICK UP VEHICLE. PAID $271.13 FOR BATTERY.

  

  Business Response

  Date: 08/27/2024

  
  Thank you for bringing your concerns to our attention. We apologize for the inconvenience you experienced during the repair process. In good faith and to ensure your satisfaction, we will reimburse you for the cost of the battery.

  As a gesture of goodwill, we would like to note that we did not charge labor for the battery replacement.

  Your vehicle was brought to us with a concern that the engine spins over but won't start. After a thorough inspection, it was determined that the issue was with the fuel pump module, which was addressed. Regarding the battery, it is important to mention that sitting for a week without starting is unlikely to cause a battery to fail. Considering the battery was three years old and had started the vehicle for 73,000 miles, it is possible that it was simply time for a replacement.

  
  We appreciate your understanding and hope this resolution meets your expectations.

  
  Sincerely,
  Service Chevrolet Cadillac

  Customer Answer

  Date: 08/27/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22113916, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/01/2024

  Type:Product 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.

  purchased the Lyriq on 12-19-2023 with a $7500 dollar rebate.We were also told that the vehicle was a Demo and had 7000 miles on it.On March of this year my wife tried to claim the tax rebate and it was denied.I went on GM website and using the VIN was given a print out stating the rebate was declined because the 2023 Lyriq was a used vehicle.I spoke with ***** the sales manager and he stated the vehicle in fact did not qualify for the rebate.It was used as a loaner car and not a Demo and was classed as a used car.I told him about the purchase and i have a contract stating new vehicle and also had a copy of the rebate form from his dealership for the $7500 rebate.he asked me to bring in all of the documents.I gave ***** all of the documents to review.He the pulled up the vehicle on his computer and stated they made no money on that sale and he could not do anything about the $7500 rebate.and besides the paperwork i received for the rebate no sales person had signed it so to him that made it worthless as for as he was concerned.

  

  Business Response

  Date: 07/02/2024

  Good afternoon,

  
  Thank you for bringing your concerns to our attention. After thoroughly reviewing the details of your purchase and the conversations you had with our team, we would like to address the points you raised.

  
  At the time of your purchase on December 19, 2023, it was clearly communicated that the Cadillac Lyriq you were buying was a loaner vehicle, not a demo, and therefore did not qualify for the $7,500 rebate. This is why the rebate form you received was not signed by any of our sales representatives; it was understood that the vehicle did not meet the eligibility criteria for the rebate.

  Furthermore, to compensate for the vehicle's status and mileage, you were provided with a significant discount of $4,965 at the time of purchase. This discount was offered in good faith, reflecting the fact that the vehicle was classified as a loaner with over 6,000 miles on it at the time of purchase, and not eligible for the new vehicle rebate.

  We understand that there may be some confusion over the situation, but the information provided to you during the sale was accurate and transparent. Our goal is always to ensure our customers are fully informed about the terms and conditions of their purchases.

  If you have any further questions or need additional clarification, please do not hesitate to contact us directly. We value your business and aim to maintain transparency and trust in all our transactions.

  
  Sincerely,

  Service Chevrolet Cadillac

  

  Business Response

  Date: 07/03/2024

  Dear Mr. and Mrs. *****,
  
  Thank you for providing the documents. We appreciate the opportunity to clarify the situation further.
  
  The form you submitted is the "New Electric Vehicle Federal Tax Credit Eligibility Form." While it contains some information about the vehicle and purchase, it is crucial to highlight that this form remains unsigned by an authorized dealer representative. According to the form, the signature of the authorized seller representative is required to validate the vehicle's eligibility for the federal tax credit. The absence of this signature indicates that the vehicle was not confirmed to qualify for the tax credit at the time of purchase.
  
  Our sales representative, *****, and the sales manager, *****, made it clear that the Cadillac Lyriq was a loaner vehicle with over 6,000 miles accumulated. Loaner vehicles do not qualify for new vehicle rebates under federal guidelines. This classification is not determined by the dealership but by federal tax laws, specifically the Inflation Reduction Act, which stipulates that only new, unused vehicles qualify for the tax credit.
  
  The $4,965 discount you received at the time of purchase was provided in recognition of the vehicle's status as a loaner. This discount was intended to offer a fair adjustment to the vehicle's price, acknowledging its prior use.
  
  We understand that there might have been a misunderstanding, but the documentation and the significant discount applied at the time of sale reflect the accurate status of the vehicle. The unsigned rebate form further confirms that the vehicle did not meet the criteria for the tax credit.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Service Chevrolet Cadillac