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:05/03/2025

  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.

  •Warranty issues
  •Safety issues
  •Dealership has had my vehicle longer than I have had my vehicle due to repairs, safety concerns, with vehicle still not working properly and is a safety issue. They had my vehicle for 5 consecutive months stating it was for a battery replacement
  •mileage inconsistencies from ******
  •Vehicle sold with 4 safety recalls not showing fixed and still remain on EPICvin
  •Buyers guide sticker from 2003 not 2017 per FTC
  •Sales contract is not correct
  •Bought a Service Contract on the vehicle from dealership
  •Reported safety issues to NHTSA and they have a report number stating that the vehicle is not safe
  •Filed a complaint with the Federal Trade Commission office for consumer fraud
  •Vehicles QR code scans as a *** ***** *** * ******** ***
  •4 batteries in the vehicle since purchased
  •Had a CPO warranty plus manufacturers warranty on the vehicle yet the paperwork has all the vehicles information besides the incorrect VIN number on the CPO paperwork
  •Emailed owner of the dealership multiple times trying to resolve the issue without any response
  •The vehicle has been in the service department at their location and other dealerships over a dozen times
  •Dealership has stated when I was at their location that they would only trade in the vehicle for 10k less and charge me more
  •Sales tax is incorrect on the paperwork
  •******** corporation tried to work with them and myself to get a resolution yet they wouldn’t agree to anything
  •******** corporation gave me a $3,500 courtesy coupon towards another vehicle that is safe since they couldn’t get the dealership who is privately owned to work with them or myself
  •vehicle is still leaking oil which is held up by duct tape underneath the vehicle
  •Gas tank seems to have a leak as it will not hold gas and I have to fill it if I plan on driving
  • Multiple instruments do not work one if the electric panel that is so dim and lights on the outside do not turn up or down and have been pulled over

  

  Business Response

  Date: 05/05/2025

  To whom it may concern,  *** ******** has filed two very similar complaints with the Automotive Consumer Action Program (AUTOCAP) which is a third party dispute resolution service sponsored by the Ohio Automobile Dealers Association in conjunction with the Ohio Attorney General's Office.  Both of her complaints with AUTOCAP were closed.  Her most recent compliant was closed on 04/30/2025.  On multiple instances we have shared all documentation with *** *********  Most recently we shared the two attached pdf files.

  
  With respect to *** ********'s safety
  concerns, we’ve attached her vehicle history report directly from ******* ******.  You’ll see that there are no required field actions or an open
  recalls on her vehicle.  Everything has been properly serviced.  The
  last few times that *** ******** had her vehicle in for service, her concerns
  were battery related.  We’ve attached her most recent RO which shows that
  we charged her battery at no charge. 
  
  We believe that her vehicle
  is running as designed.  Thank you!

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Crestmont provided two documents from last year when they last had my vehicle in their service department for 4 months. Looking at the ****** ******* paperwork you will notice that the R/O that they have provided is NOT even showing on the ** connect paperwork. As you can further see that the vehicle has been in service back and forth including towed since my last visit to their location. It has multiple issues still persistent on the vehicle and multiple issues still have to be resolved. As they stated they replaced the battery in the vehicle in Aug 2024 but then ******* ******** had to replace the battery again in December 2024. The electrical has been a on going safety issue along with oil leaking, transmission, sensors that can cause the gas not to flow properly to the engine which can cause the engine to fail. The last R/O is attached from two weeks ago. Showing their documentation is incorrect and that the vehicle is still unsafe as it has been since purchased. 
  
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 05/06/2025

  The Buyers Guide states that the manufacturer's warranty still applies.  The manufacturer's original warranty has not expired on some components of the vehicle.  *** ******** purchased the vehicle on or about 04/14/2023.  At that time the vehicle had 49.012 miles.  The vehicle's bumper to bumper limited warranty started on 06/17/2020 and expired on 06/17/2024 or when the odometer reached 53,000 miles, whichever event happened first.  So at the time of sale, the vehicle was still covered.  *** ******** purchased a vehicle service contract to protect her investment once her manufacturer's warranty expired.  We have attached the warranty document.  The warranty was cancelled on 08/05/2024 and a net refund payment was made to *** ******** for $2,581.68 for the unused portion of her warranty.  The warranty could have protected her from some of her alleged complaints.  With respect to her comments on her vehicle's ****** report, ****** is an independent reporting company of which Crestmont has no influence or control.  We simply communicate the information on the report to our clients.  *** ******** signed the ****** report at the time of sale.  If there are issue post sale, we believe that her best bet is to file address her concerns directly with ******.  As far as ** ********* comments on Crestmont's sales contracts and service repair orders, we would state that Crestmont Cadillac has been a Cleveland landmark since 1973.  Having recently celebrated 51 years of proudly serving Northeast Ohio, we are confident in our internal controls and our approach to taking care of our clients.  The balance of the compliant talks repeats comments and concerns that have been previously addressed in our replies with the AUTOCAP process and prior BBB complaints.  We believe that *** ********* vehicle is operating as designed and intended. 
  

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The buyers guide you printed out and not the original I hold in hand is different than the one that is a “generic version” off the computer that does not even have a check mark in the box it’s in between. 
  As per how the vehicle still runs, multiple things are not safe and have been looked over by a private mechanic who has included pictures of the vehicle which are not “safe” or something that in his profession of 30 years has seen anything of this nature. The pictures will hopefully show what’s going on with this vehicle since day one. The last time I had the vehicle at Crestmont was in April 2024 when it left ******* ******** and where it stayed until August of 2024. I wrote messages to multiple people at the location asking to tell me what is happening with my vehicle including *** **** the owner of the dealership without any response. The vehicle has been in service every 2 months since the August visit at the location. Gasoline leaking from the undercarriage Oil leaking and multiple other vehicle issues still persist. This wasn’t a purchase that I didn’t put down any money. I had 15k in positive equity. ** *inancial stated “my loan” was for a little less than 5k which is stated on the contract. They stated I should ask the seller where that money went and for what service?  As I’m a single mother of 4 children my goal was for a safe vehicle not one I would be concerned about where I can’t even drive on the highway without the engine light illuminating. The issue still persists. I believe there has been more than enough attempts to fix the vehicle but unfortunately it has not yet be resolved. 
  Per the service order and as stated to protect my investment I am aware of my consumer rights which even if you purchase a service contract for one day it will hold you under the MMWA. 
  I hold a complaint number from FTC, and the NHSTA. Which both have looked over the documents and stated the errors and why a replacement vehicle is certainly what the law states. 
  This is not just a safety concern for myself or children but also to all the public when I have no choice but to drive a vehicle that is not up to par. 
  This vehicle is not the only vehicle that has a concern from a dealership that I myself thought was a reputable dealer. Crestmont has open cases in court as of today with the same issues or deception as myself. Crestmont will override all laws and regulations, put peoples safety at risk when they know they are in the wrong. Instead of complying with the laws and regulations of safety and not misleading people to believe that they are getting a car which was promised to them they don’t care to rectify the situation yet they put other 3rd parties at fault for their actions. 
  As the law states the service contract is not valid. That the buyers guide holds all the power to the sale. 
  If ******** Corporation didn’t think that the vehicle was unsafe then why did they provide a $3,500 loyalty certificate so that I could get a safe vehicle as Crestmont would not even work with their own manufacturer. Corporate Cadillac even advised me to contact the BBB and pursue the lemon law in this event. 
  The only reason I was working with ******* was because of my efforts to make this right without seeking legal counsel which ******* stated would be the best way to make this correct. 
  I have submitted every document and still am unable to find a solution with Crestmont except for their “used sales manager” told me to put a cardboard box underneath my vehicle to catch the leaks from the vehicle. 
  In stating these concerns would any of these employees at Crestmont let one of their loved ones drive a vehicle in this condition. 
  If I was just looking for a settlement on a vehicle I wouldn’t be asking for a replacement vehicle so that my children and pedestrians were safe. 
  
  
  Regards,
  
  
  ******* ********
  
  
  
  
  
  
  Regards,
  
  
  
  Tiffany Williams
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 05/07/2025

  It doesn't seem like we're able to make any progress.  Crestmont has inspected *** ********** vehicle upon her last visit and determined that at that time, everything was working as designed.   We have shared our documentation from ** showing that no open recalls or field actions were showing as of her last visit.  We have also shared that ******* / the Ohio Attorney General's office agreed that we've done what was necessary as they closed two separate cases opened by *** ********.  Since it seems like *** ******** will only remain dissatisfied with Crestmont, we're at a loss as to how to best proceed.  We feel that we've done everything necessary. 
  

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23282326, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  As they stated above that they are a reputable dealer in Ohio and care about their clients safety which they haven’t shown any concern at all regarding their fault. I have asked repeatedly and respectfully to replace the vehicle as they will not do. I put a lot of time, money and energy in a vehicle that is not safe. I wasn’t asking for compensation except for a vehicle that I had believed I was buying and not a lemon. If they were interested in holding a good client they would take the vehicle back as their corporate office had stated over a year ago 
  
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:04/09/2025

  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.

  On March 20, 2025 I had my car towed into the dealership for a diagnostic and a repair. Upon arrival, I was assigned to Service Advisor Brittany L******* who was initially helpful in addressing my concerns and obtaining the necessary warranty information. Shortly thereafter, I attempted to follow up on the status of my vehicle. Brittany was unavailable at the time, but another advisor instructed me to forward my warranty paperwork to her, which I did, with the understanding that it would be passed along to Brittany upon her return the next day.
  Several days later, I reached out again to check on the status of the warranty approval. Unfortunately, I received no response from the service department and was instead redirected to a text messaging line. I explained via text that I had previously submitted the required warranty documents and was seeking an update. Brittany eventually responded, informing me that she never received the paperwork from her colleague, so I re-sent the documents directly to her.
  On April 3, 2025, Brittany informed me that the warranty provider required additional information from a technician. Since then, I have had no further communication from her or anyone at the dealership, despite my repeated attempts to reach out daily via phone. My calls have gone unanswered, and no one has returned my messages.
  On April 8, out of frustration of another unsuccessful, attempt of contacting the dealership, I contacted my warranty provider directly. I was informed that the dealership had still not provided the additional information required to process the warranty approval. I followed up again today, April 9, with no response.
  It has now been nearly three weeks since my car was brought in, with no resolution, updates, or progress on the service. This experience has been extremely frustrating, especially considering that my vehicle remains with your dealership, and no service work has been completed.

  

  Business Response

  Date: 04/17/2025

  I’m writing in
  regard to the BBB case for Noah R********* concerning customer Cheryl R*** (RO *********
  The vehicle was
  towed in on 3/24/2025 and was diagnosed the following day, 3/25/2025. The
  diagnosis determined that the vehicle requires a valve body replacement. An
  estimate was sent to the customer on 3/25/2025, and I’ve attached the timeline to verify when it was provided. Upon receiving the estimate, the
  customer informed us that they had a service contract. Since the vehicle was
  not purchased at our location, we were unable to look up the contract
  information ourselves. It took approximately one week to obtain the necessary
  details from the customer. Brittany contacted the service contract provider
  (MVP) and received approval for the repairs. However, MVP does not cover the
  full amount for labor and parts. Brittany then contacted the customer with the
  out-of-pocket pricing and sent a message via our messaging platform. As of today, we have not
  received a response. On 4/16/2025, I followed up with a voicemail to Noah
  regarding the status. At this time, we have not received authorization to
  proceed with the repairs. Based on the documentation and communication steps
  taken, it appears that proper procedures were followed during this service
  visit.

• Initial Complaint

  Date:03/27/2025

  Type:Billing 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 husband and I purchased a used 2022 Cadillac CT4 on March 26, 2025 . The deal agreed upon was a 72 month payment plan. Putting the vehicle at a payment comfortable for us. When signing paperwork in the finance office, their finance person went through all paperwork with us and talked about warranties. We agreed to one and declined another. During this transaction this person even said to us that 72 months was the longest we could do. Which was fine because we didn’t want to pay longer than that. At no point during the conversation did he mention that because you were getting a warranty that now increases the months of payments to 84 months. That’s an extra $14,000. In interest that we are paying now. When my husband called them today , march 27, 2025 , not only were they rude, but the finance manager insisted that my husband and I were not paying attention and didn’t read the paperwork. Weren’t changing the terms of the agreement. Not only did this ruin this special moment for us, but now this has seemed to tarnished this big purchase that we’ve made.

  

  Business Response

  Date: 03/28/2025

  To whom it may concern;

  We believe that this matter has been brought to mutual resolution as of today.  Please confirm with our client and confirm.  Thank you!

  
  

  Customer Answer

  Date: 03/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  
  
  
  Regards,
  
  
  ****** ******
  
  
  
  
  

• Initial Complaint

  Date:03/23/2024

  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 took my car in for service on October 31, 2023 for an engine issue. I the ******** ******** ********** for my extended warranty. From the time I dropped my vehicle off, the communication was terrible. ********* arranged for me to have a rental car while my car was at the dealership. Several weeks later, after my constant phone calls, on November 20, 2023 I was told I could pick my car up. At this point I was informed they never called in the warranty. An additional engine issue, weeks later, called for someone to come to the dealership, from the warranty company, to look at my car. The warranty company approved the second repair but not the first because Crestmont discarded the damaged parts. The repair order has been left open which means the service completed does not show in my vehicle history (engine repair + oil change). I have been provided with numerous excuses about why it isn't closed, they're looking into, etc. To make matters worse, Crestmont did not pay ********** for the rental they set me up with and told Enterprise I was responsible. Enterprise charged me $888.13 which I had to dispute with my credit card company. I consider this to be fraudulent and the terrible customer service since no one called me from Crestmont or Enterprise. I tried to get the assistance from Cadillac Customer Service, but ********* will not follow up with them with regards to the open repair order. I have no intention on returning to the dealership due to their piss poor customer service. I left a message for the customer experience manager and owner and neither responded. I want the repairs to be officially documented on my vehicle. It's the dealership's fault they have to cover the cost of the repair, not mine. I'm entitled to have an accurate history of work done on my vehicle. It doesn't take five months for them to figure out how to close out a repair.

  

  Business Response

  Date: 04/04/2024

  Attached is the requested repair order for *** *****.
  The issue of the rental charge is that the service contact that *** ***** has
  will authorize only 3 days of rental based on the repairs required for the
  vehicle. The vehicle required one repair to solve error code P219A which was
  solved following repair technical service bulletin #*********.
  
  *** ***** concern of the seats and mirrors moving on
  their own was never duplicated nor was it ever substantiated. The length of
  rental bill exceeded the a lot time as *** ***** refused to accept the answer
  that her complaint could not be duplicated and that we would have to solve the
  customer's perceived concerns. The service team at Cadillac was not able to get
  the issue to occur after multiple additional attempts were made after *** *****
  initial refusal to that answer, and ** warranty guidelines state that no
  repair is to be attempted without a causal part. *** ***** again did not accept
  this answer, leading to excessive rental charges which the warranty company
  will not pay, nor will Crestmont Cadillac.

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

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

  
  

  I hope all is well. I attempted to respond to Crestmont Cadillac's response via the system but was unable to so I am submitting my response as follows:

  
  

  I am not sure who provided the response, from Crestmont, for my BBB complaint but either they are misinformed or a flat out LIAR. I therefore reject their response. My vehicle was at the dealership in July 2023 for FIVE weeks due to electrical issues that affected my windows, door locks and driver seat. During this time, the lack of communication was horrible except I was in their loaner vehicle and not a Crestmont-arranged rental vehicle. Logan (Service Tech) stood with me by my car and witnessed the issue which Crestmont documented so for them to say it was never substantiated is a big fat LIE! Crestmont assisted me in getting Cadillac/** to cover some of the cost of replacing the wiring harness in my drivers' side door because my warranty did not cover it due to corrosion. I paid $1100 out of pocket for this repair so when the problem with my seats started to reoccur, I absolutely was not going to take "no" for an answer. It is a SAFETY HAZARD to be driving where my seat would move back away from the pedals. However, I brought my car in for two reasons on October 31st. It was the engine light and the driver seat. I received a call from **** ***** towards the end of my work day that they would need to set me up with Enterprise since they did not have loaner vehicles. Enterprise explained that Crestmont had authorized a vehicle, at $40/day for 10 days. The vehicle I selected was more than $40 so I accepted the additional out of pocket expense (see attached rental agreement for a breakdown of charges). The car was delivered to me at my job. A few things to note:

  • 10 days passed and my car was still not finished. I had to go to Enterprise and inquire about the next steps. I believe Dan was the employee I was working with who called Crestmont to have the rental car extended. This was November 9th, I believe, as you can see on the attached documentation I received from Crestmont. When I saw my car was taking too long, I switched out to a vehicle that was $40 per day.
  • No one from Crestmont ever reached out to me about my car to explain what was going on. On November 14th, I spoke with **** ***** who told me my car should be ready "today or tomorrow". Today and tomorrow passed and I did not hear a word from Crestmont. See attached phone records.
  • Saturday, November 18th I called Crestmont that morning and was told by the woman I spoke to that she would have **** ***** call me. By this time, I was heated so I made it clear that I was expecting a return call. No one called me. I called again Saturday afternoon and left a message...still no return call from Dave. See attached phone records.
  • Monday, November 20th I called Crestmont and by this time I was demanding to speak to the owner. **** **** called me back and I explained to him how upset I was about the piss poor customer service and my overall experience with his dealership and that there was no reason I should have had to call numerous times to try to understand what the issue with my car was. See attached phone records for all of the Crestmont calls at their phone # 216-831-5300. All, except one are my calls to Crestmont and one is the 18-minute call from Alex.
  • Monday, November 20th ***** texted me to say my car was ready. From these text messages, you can see that I had no idea of what my car issue was BEFORE this exchange as no one communicated with me. It was at this point that I asked ***** about my seat. You can see our text exchange which makes it clear that no one talked to me about it for me to "refuse to accept" anything. Crestmont would like for the BBB to believe I let my car sit at the dealership from October 31 to November 20 over an issue they told me they could not find which is nonsense. My car was at Crestmont for two issues, as I previously stated. Furthermore, if the rental was supposedly only authorized for three days, why didn't Crestmont pay for those days? They are liars. 
  • Monday, November 20th is when I learned that Crestmont had completed the engine repair on my car and had not called in for repair authorization for my warranty which, by the way, would have covered car rental up to $40 per day. When I picked up my car from Crestmont, ***** told me he would take care of everything and that I would not owe anything for the repair and to ignore the $300+ balance since he was trying to work things out with my warranty company. However, from subsequent texts between myself and ****** (Crestmont) you will see that Crestmont did not keep the damaged part so my warranty company denied the claim which also meant rental coverage could not be covered. I called and spoke to my warranty company myself. 
  • End of November, my engine light came on again. On November 30th, my husband took my car back to Crestmont since I was out of town. He is the one who informed me that ***** was no longer at that dealership and that ****** was handling the matter. This time, my vehicle needed fuel injectors. I was told it would need one, but it actually needed three. The second set of texts on December 6th are from Sierra. In the messages, you can see where we are discussing the fuel injectors as well as the previous engine repair that led me to having the rental vehicle. 
  • All communications between myself and ***** and myself and ****** was that I would not owe any money for the work needed for my car. Not one person from Crestmont or Enterprise called me about the bill. If I allegedly kept a car longer than it was authorized, why didn't Enterprise report the car as stolen? I was the person in contact with Enterprise because Crestmont certainly did not keep in contact with them. 
  • Back to my seat issue, on Saturday, December 23rd I was out driving my car and the seat started malfunctioning again. Since Crestmont was open, I drove there to have the codes checked for my vehicle.  The report showed there was, in fact, an issue and Mark the service technician came up to talk to me and advised ****** which part to order. I made an appointment for January 4th and the repair was covered under my warranty. I made sure to remind them to call it in.  See attached service documents for the repair Crestmont said was never substantiated.

  After ***** left Sam replaced him as the Service Manager. After I discovered the $888.13 charge on my credit card, I called Enterprise and Sam to discuss the matter. I went to the Enterprise location and to Crestmont. I said it and meant it that I was going to have the charges disputed with my bank. Sam called me the following morning and left a message stating they could reimburse me if I had not already disputed the claim. I have attached the voicemail for you to hear it for yourself. I did not respond to his call because I was angry, done with dealing with anyone at Crestmont and had already disputed it. I wanted all of my money back, plus the interest paid and Enterprise was not going to do so because they said Crestmont had not paid them. Crestmont had no right to tell Enterprise to charge me for the rental and Enterprise had no right to charge me for the amount that Crestmont should have paid. Their HORRIBLE customer service caused them to have a high rental expense. 

  
  

  Lastly, the paperwork Crestmont sent appears to be altered as if they are trying to make the rental car charges related to a non-covered/unfound issue. This is very unethical of them when they know the real reason I had the rental vehicle which was for my engine issue.

  
  

  Thank You

  
  
  

  

  Business Response

  Date: 04/16/2024

  Since we are not able to duplicate *** *****'s concern, we are not able to fix something that isn't malfunctioning.  *** ***** chose to stay in the rental vehicle longer than her coverage allowed and as a result, she is responsible for the additional rental car charges.  Her service contract only covers 3 days of rental and she greatly exceed the 3 day limit.  Our service team attempted on multiple instances to duplicate her concerns and we were not able to find a component that failed normal operation.

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I have provided multiple documents, text messages and a voice message recording to substantiate my position, yet the business still refuses to acknowledge their wrongdoing. It is clear that the owner or owner's representative did not read or listen to what I provided. Simply restating the same lie confirms my decision to NEVER patronize or refer this business to anyone.
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:09/05/2023

  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.

  Car repair was initiated on June 20 after being involved in a motor vehicle. Projected time of repair was never discussed, despite calling and asking for updated. Call received on august stating car was being painted and would be ready in a couple of days. Next day another call received stating the strut had been damaged and would need to be replaced. Upon arrival at the repair shop for further investigation as this should have been noticed and addressed prior to painting as substantial damage was incurred on the driver side front end/tire. The technician at the time stated they thought it would be fine and under estimated the damaged when the put the car together and noticed the wheel still bent. They informed us the part was on order and would be ready next week. Several calls later, technician stated they were having a hard time finding the part. 2 days later called received part was replaced and car was ready for pick up. Upon arrival I again discussed my concern with not thoroughly assessing the damages to ensure all damaged was repaired. Technician stated sometimes it gets challenging but this is how the insurance companies operate. He stated the work was guaranteed and they would be responsible if anything happened. I then took my car to another shop to assess the condition of my breaks and it was at then the shop expressed the strut replacement part that was put on was old and rusted and the ball joints were lose. They recommended I immediately followup with crestmont. Upon calling crestmont John acknowledge the part had been replaced with a used one because the part they had ordered was on back order. This was never discussed or explained prior to picking up the vehicle, nor was listed on the paperwork received. When my insurance adjuster called John stated he told us this. Which was certainly not true. Very concerned with unscrupulous and dangerous business practice, How many other have received old rusted parts. They can not be trusted.

  

  Business Response

  Date: 09/08/2023

  *** ********* brought his vehicle to us and his insurance company ***** **** is covering the cost of the repair.  *** *********'s vehicle was not in condition to be driven.  We ordered the parts and are waiting for them to be delivered.  We offered to replace his damaged parts with used parts and *** ********* accepted our offer to do so while we wait for his new parts to arrive.  The parts that we need are on national back order.  *** ********* was aware that we replaced his damage parts with used parts while we wait for the new parts to arrive.  We are confused as to this complaint since we explained everything to *** *********.  We are happy to replace the used parts with new parts as soon as they are available.  Thank you!