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:04/28/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  October 21, 2024 Colonial Motor Mart did a predatory transaction leasing a $47,011.00 2024 Cadillac XTR Luxury *** to my 74 year old mother, ******** ********, who suffers from Alzheimer's and dementia. At the time of the transaction, my mother was being treated for dementia and required my assistance paying bills, addressing any financial matters, getting groceries, cleaning the house, and other self-care matters the Agency for Aging of ************** was assisting with. I don't know how the vehicle got to my mother's house as she was not driving at the time of transaction and had her license taken away legally when she was hospitalized in January 2025 for her condition. My family and I attempted to resolve this matter in good faith by approaching the dealership about taking the *** back and even offering to purchase or lease a different vehicle to make-up for any lost time the Colonial Motor invested in the transaction. Colonial Motor declined and refuses to refund the $13,000 deposit my mom made on the leased vehicle, which is beyond her means and demonstrates this decision was not made with good judgement. Colonial Motor indicated it is their policy to require a family member to be present if anything is unsettling or uncertain about the transaction. No family member was present or contracted for this transaction, otherwise we would have ************* mother now lives in a memory care facility requiring 24 hour care; she's not driving and is house-bound. We are simply asking for a refund of her money, which will go toward her much needed care now. The total amount being requested is the deposit, plus the amount paid monthly on the vehicle, as it sits in my mom's driveway unused, since it was leased in October 2024. The vehicle will returned to the dealership. I hope to prevent other family from experiencing a business taking advantage of an elderly loved one. As the US population ages, fair business practices protecting the elderly are critical.

  Business Response

  Date: 04/29/2025

  RE: ******** ********

  To Whom It May Concern, 
  

  ******** ******** was in our dealership multiple times in 2024. She came in at the beginning of the year and ordered a Cadillac because we had none in stock. The wait time was 3-4 months until it would arrive at our dealership. One month after ordering the vehicle, she called us and said that she wanted to cancel the order. This happens multiple times a year as customers get impatient and end up finding a vehicle at another dealership instead of waiting for their order to come in. At that time, we cancelled her order. 
  

  The next time we had any interaction with her was on October 4, 2024 at 2:53 p.m. when she came back to our dealership with her friend ***** ***** to drive a Cadillac XT4. She dealt with our salesman *** *****. We worked out a lease that day for her and she agreed to the terms. No documents were signed but she did write us a hold check to reserve the vehicle. The check was not cashed. We agreed to hold it until she came back the following week to sign her contract and pick up the vehicle. She returned to the dealership on October 8, 2024 at 9:15 a.m. and said that she decided not to purchase the vehicle and asked for her check back. We gave the check back to her and said if anything changes to let us know. 
  

  On October 15, 2024 she called our dealership and said she wanted to move forward with the purchase of the vehicle but wasn't sure when she would be able to come in. We told 
  her that we would be more than happy to help her but that she would need to come into the store to finalize everything. On October 17, 2024 she returned to the dealership at 2:42 p.m. and we reworked the numbers with $15,000 down which is what she wanted to do. She also wanted to see the difference in the payment with a lease vs a buy.  We showed her both options and she agreed to lease a 2024 Cadillac XT4.  I would also like to point out that every time Ms ******** came to our dealership she had her friend ***** Byler with her. 
  

  On October 21, 2024 she returned to the dealership again with ***** ***** and took delivery of her new vehicle under the terms that she agreed to. Nothing was changed. This delivery was not rushed as we went at the pace of the customer. Our salesman *** ***** followed up with her on October 25, 2024 with a phone call to see how she liked her new vehicle. She had no complaints. The customer has made 6-7 monthly payments on this vehicle. Your letter is the first time that we are hearing any disgruntlement from her. We treated Ms ******** with the utmost professionalism each and every time she came in. If I can be of further service to you in regards to this matter, please feel free to reach out to me. 
  

  Sincerely,

  ****** Henderson 
  Platform Manager 
  
  

  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.

  I attached a document outlining a more thorough response but in summary: Despite several red flags indicating a cognitive impairment of my elderly, disabled mother, Colonial did not contact a family member (dealership policy) before the transaction took place to assure leasing a 2024 Cadillac Luxury SUV, with a $15,000 deposit, was in my mothers best interest. This was a predatory sale and the dealership has been in communication with my mother and our family since the week of the transaction in October 2024, aware of the issue and that the vehicle should be returned. We would like the deposit refunded, payments refunded, and vehicle returned.

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