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Business Profile

New Car Dealers

Cole Valley Cadillac
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 9/10/21 I purchased a 2020 Mercedes Benz A220 sedan from Cole Valley Cadillac with 20,108 miles and I have had the vehicle routinely serviced at Fred Martin Mercedes Benz. During the meeting with the finance manager, I purchased an extended warranty for an additional $2,195 and I was told that this extended warranty would cover any issues with the vehicle for 48 months/unlimited miles.

    Since the date of purchase, as the Mercedes needed routine servicing I called Cole Valley ands the service advisors told me they could not schedule service for my vehicle because they did not have the required oil viscosity and the Cole Valley service staff referred me to a Mercedes dealership for service. Approx. 2 weeks ago on 6/26/23, I called for Cole Valley for an oil change and a check engine light and once again was told they couldn’t schedule service and referred me to a Mercedes dealership. I then took my car to Fred Martin Mercedes on or about 6/29/23 and during routine service the check engine revealed some required powertrain repairs, so Fred Martin Service Department assisted with coordinating the extended warranty authorization, however, Cole Valley never responded after I spoke with Tom in the Service Department. For over a week, I was unable to get a call back from any one at the Cole Valley Service Department. Finally, on 7/3/23 I received a voicemail from Tom advising the Warranty Forever Administrator denied the extended warranty claim and he told me it was voided.

    Cole Valley Cadillac and its representatives have engaged in deceptive practices by promoting and selling extended warranties through its Warranty Forever & Extreme Tech Service contracts through NWAN, Inc. which they have no intention of honoring and simply deny warranty claims that would otherwise be valid claims.

  • Initial Complaint

    Date:06/19/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchase of 2019 certified xt4 Cadillac. 10 months ago. After a week I took in because told them breaks and rotors look worn. . 2 weeks ago took in for oil change and service guy said I need all new brakes and rotors. And will cost approx. $1300.00

    Business Response

    Date: 07/28/2023

    Hi ******, 

    Thank you for bringing this to my attention. I sincerely apologize for your inconvenience and frustration. I am looking into this and I will reach out to you by the end of the day to resolve this issue. 

    Best Regards,

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

Cole Valley Cadillac is BBB Accredited.

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