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:07/10/2025

  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.

  I brought my 2020 Cadillac XT5 to Andrews Cadillac in *********, ** on June 17th, 2025 due to a no-start issue and multiple warning lights. After, the dealership diagnosed it with a transmission control solenoid issue and charged me $3,500 for the repair. However, after all that time and cost, the original issue still wasnt resolved. The warning message (left rear turn indicator failure) was still appearing, and the dealership later told me it was now a wiring issue that would cost even more to fix something they never identified or fixed. To make matters worse, when I picked the car up on July 8th, 2025, I noticed that one of my rims had been chipped while the car was in their possession. This damage was never disclosed or acknowledged by the dealer, and they are now refusing to take responsibility for it. Ive reached out to both the dealership and GM support, and the dealership is refusing to cover any of the wiring issue or the damage they caused. Im extremely frustrated that I paid $3,500, only to get my vehicle back with the same electrical issue and new physical damage. Im seeking reimbursement for the rim damage and coverage of the wiring issue that should have been diagnosed during the initial repair.

  Customer Answer

  Date: 07/10/2025

  I am submitting this complaint regarding my treatment by the president of Andrews Cadillac (****** Andrews) in *********, ***
  After bringing my vehicle in for service and paying thousands of dollars for repairs, I expressed concern that the original issue still had not been resolved. Instead of being met with understanding or professionalism, the president of the dealership told me directly:
  
  
  You shouldnt drive a Cadillac if you cant afford a repair.
  I wish we never got GMs help.
  
  
  I found both statements to be extremely rude, arrogant, and inappropriate especially coming from someone in a leadership position. Its unacceptable for a customer to be insulted simply for questioning the quality of service they received, especially after spending a significant amount of money.
  Im filing this complaint because I believe this kind of disrespectful conduct should be held accountable, and customers should not be made to feel belittled for driving a brand that promises luxury, reliability, and care.
  
  

  Customer Answer

  Date: 07/10/2025

  In addition to my previous message about faulty wiring I also want to add the lack of accountability Andrews Cadillac in *********, ** took after damaging my car. I brought my Cadillac XT5 in for transmission work, when I picked up the vehicle I noticed that the front right rim had been chipped - damage that was not present prior to service (photos attached of my rim before and after service). When I pointed this out to the dealership their response was "we see this from time to time". This is not an acceptable answer. The damage occurred under their care by their staff, and they are now telling me I have to pay to have this fixed.

  The initial job was not a small repair - it was a major transmission repair. Its standard practice for dealerships and mechanics to take photos or notes of prior damage to the vehicle before working on it. Which ***** noted in her email saying "that it is the advisors responsibility" and later admitted this was not done. They either are being honest about skipping this crucial step or are ignoring evidence that this damage was not on my car prior to service. 

  Im requesting that the dealership repair or replace the damaged rim at their expense, as it was damaged while in their possession. 

  

  Business Response

  Date: 07/11/2025

  Dear Mr.********,

  
  Thank you for your continued communication and for allowing us the opportunity to address your concerns.

  
  To summarize the timeline of your vehicles service:
       * Your 2020 Cadillac XT5 with ****** miles was brought in on June 16, and diagnostics were completed the following morning.
       * The vehicle is out of warranty by time and mileage.  Payment for any work on this vehicle is clearly your responsibility, as you acknowledged.
       * Copied in from the repair order (please excuse caps -- they are from the legacy system)
            * Concern: GUEST STATES THAT HE ATTEMPTED TO USE HIS VEHICLE YESTERDAY AND COULD NOT GET IN THE VEHICLE.  USED VALET KEY TO GET IN
  AND ATTEMPTED TO START THE VEHICLE.  VEHICLE WOULD NOT START AND LIGHTS WERE FLASHING IN THE VEHICLE. NOTICES FORSERVICE TRANSMISSION, SERVICES STEERING COLUMN, SERVICE TRANSMISSION ARE ALL ON.  CHECK AND ADVISE
            * Cause: P187E, INTERNAL FAULT IN TRANSMISSION VALVE BODY
            * Correction: REPLACED SOLENOID AND VALVE BODY ASSEMBLY WITH NEW GASKETS AND SEALS. RE FILL TRANSMISSION. FILLED COOLING SYSTEM RECHARGE R1234YF. SPS REPROGRAM TRANSMISSION. 18YN283090385 PERFORMED SERVICE FAST LEARN. CLEARED CODES. ROAD TEST

       * We provided you with a detailed printout of the diagnostic codes on both June 16 and again on July 7.
       * The retail cost for this work is over $6,000.  As an attempt at goodwill, we worked on your behalf and were able to offer to perform this repair for about $3,500 -- a substantial savings to you.
       * After discussing the repair plan on June 17, we awaited your approval until June 23. Once approved, parts were ordered and received by June 25, and repairs were completed on June 27.
       * You picked up the vehicle on July 7 and returned shortly after noting the warning message. Our team re-verified the codes and confirmed they were consistent with those present at drop-off (see above).  The short-to-ground issues are setting codes and warning lights, but are not making an impact on the operation of your vehicle.  With a vehicle at this age and mileage, there are likely a number of other non-safety related issues that you could choose to address at your own expense if you choose to pay for the repairs. 
       * You authorized us to perform work to your transmission, which we did for you at a substantial discount.  This work was performed in a professional manner, and to my knowledge, this repair was successful.  If there is a problem with our materials or workmanship, we will be glad to investigate. 
       * Any additional work will have to be authorized by you at an agreed upon price, and at this point I will require a substantial advance payment before any work begins. 
       * Regarding the rim concern, we understand your frustration. Upon inspection, it appears the wheels had been previously painted, and the current issue is a result of the quality of that work.  If you would like to pay to have the wheels stripped and properly repainted, we can refer you to a company that performs this sort of work. 
  

  We appreciate your acknowledgment of the goodwill discount extended during the repair process and are disappointed that it does not appear to have generated any actual goodwill.  I expressed this disappointment on our call, which you have chosen to twist into further criticism.

  We stand by the quality of the transmission repair performed, and we remain committed to transparency and customer care.
  
  Although we have repaired your transmission, we cant address every concern that may come up with an older, out of warranty Cadillac free of charge.
  
  You might reach out to Music City Auto and see if they can offer any assistance since you recently purchased the vehicle there.
  
  
  Sincerely,
  ****** Andrews
  President
  Andrews Transportation Group
  
  Chronological Timeline of Events
  6/16/2025: Vehicle arrived at dealership at 5:00 PM. Diagnostic codes were printed and shared with the customer.
  6/17/2025: Diagnostics completed by 10:00 AM. Customer contacted at 9:00 AM to discuss repairs.
  6/23/2025: Customer approved the repair work after an 8-day delay.
  6/25/2025: Parts arrived.
  6/26/2025: Vehicle brought in for repair.
  6/27/2025: Repairs completed. Customer notified but was out of town.
  7/7/2025: Customer picked up vehicle at 9:50 AM and returned at 10:16 AM reporting the warning message. A second printout of diagnostic codes was provided.
  7/8/2025: Customer reported rim damage.
  7/10/2025: Loaner vehicle was returned.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23582193
  
  I am rejecting this response because:
  
  
  The Left Rear Turn Indicator Failure warning was active and visible the moment I started the vehicle. This isnt something that required in-depth scanning or specialized tools it was plainly displayed on the dash. I understand if electrical issues take time to resolve, but this warning wasnt even mentioned when the car was returned to me. Even quick-service shops like ********** check lights and signals before returning a vehicle. For a premium Cadillac dealership to overlook something so fundamental is extremely disappointing.
  The chipped rim. I brought this to your teams attention immediately because I have a photo of the car taken three days before it was dropped off, and there was no damage at that time. Your suggestion that this was due to a bad prior paint job doesnt match the facts. The 2020 XT5 Premium Luxury came factory-equipped with OEM gloss black wheels, and there was no indication of previous repainting or wear. The damage happened under your care, and unfortunately, your team didnt take any photos before beginning work something thats standard practice when performing major repairs at most reputable shops.
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/11/2025

  We did not create either of these issues with the vehicle, and I'm sure that with this age and mileage, other service and reconditioning is needed in addition to his electrical system and wheels.  Any further repairs to this vehicle would have to be done at the customer's expense, and based on the way things have gone so far, we would need substantial pre-payment before beginning any additional work at the customer's request.  

  There is no further goodwill available from the Andrews Transportation Group.  

  ****** Andrews
  President
  Andrews Transportation Group

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23582193
  
  I am rejecting this response because:
  

  I have photo evidence clearly showing that my rim was not damaged prior to bringing my vehicle in for service. The damage occurred while my vehicle was in their care. Simply stating that they did not cause the damage does not make that truethe evidence speaks for itself. What makes this even more concerning is that a service representative originally claimed the rim had been repainted, implying it had been previously worked on. That is false. My vehicle came stock from Cadillac with these rims. Later, the dealership admitted they did not take any photos of the vehicle before service, even though they also stated that it is the advisors responsibility to complete an arrival inspection. This lack of standard procedure and the shifting explanations raise serious concerns about how this situation was handled.
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/14/2025

  The chipping of the paint on the wheel is clearly caused by improper preparation before painting.  This is something we see frequently when someone "goes cheap" on wheel refinishing, and it is not something we caused.  This vehicle certainly may have come with factory-painted wheels, but sometime in the past ****** miles or so, someone has refinished the problem wheels improperly.  Any further work we do on this vehicle is at the owner's expense, and will require payment in advance.  - ****** Andrews, President, Andrews Transportation Group.  ************. 

  Customer Answer

  Date: 07/14/2025

   
  Better Business Bureau:
  
  Thank you for your response to the Better Business Bureau complaint regarding my vehicle. I acknowledge and accept your decision to decline further goodwill assistance. While I had hoped for a different outcome, I understand your position and the complexities involved in this situation.I appreciate your time and attention in addressing my concerns.
  
  
  ******* ********

  Customer Answer

  Date: 07/14/2025

   
  Better Business Bureau:
  
  Thank you for your response to the Better Business Bureau complaint regarding my vehicle. I acknowledge and accept your decision to decline further goodwill assistance. While I had hoped for a different outcome, I understand your position and the complexities involved in this situation.I appreciate your time and attention in addressing my concerns.
  
  
  ******* ********

  Customer Answer

  Date: 07/14/2025

   
  Better Business Bureau:
  
  Thank you for your response to the Better Business Bureau complaint regarding my vehicle. I acknowledge and accept your decision to decline further goodwill assistance. While I had hoped for a different outcome, I understand your position and the complexities involved in this situation.I appreciate your time and attention in addressing my concerns.
  
  
  ******* ********

• Initial Complaint

  Date:06/17/2025

  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 bought a used ******************************* March 2025 and was promised with a handshake (***** ****** ***** my hand) that the ** was not working would be repaired and in working order if we purchased the vehicle. I asked if I needed this on paper and he informed me that I looked like a Good Ol Boy and his handshake was as good as a piece of paper and that he would make the necessary repairs. Their service **** made the issues worse then had to send to **** dealer. **** dealer states that Andrews Cadillac made matters worse and did what they could to reverse the damage done by Andrews. Now the **** dealer wont work on the vehicle due to issues with Andrews Cadilliac. The repairs are not completed as promised and dealerships need to be held accountable. We tried reaching out to the owners but *** ********(manager) makes sure the negative issues do not reach them and will not provide contact information and not willing to resolves matters to make the situation right.

  

  Business Response

  Date: 06/18/2025

  Dear **** & *****,

  
  Thank you for your feedback. While we regret that you're dissatisfied, wed like to clarify the facts and outline the efforts we made to support you throughout this process.

  
  Vehicle Purchase Details: 
  * You purchased a 2015 **** Mustang with ****** miles on March 28.
  * The vehicle was sold As-Is with no warranty, which was clearly communicated and documented at the time of sale.
  

  Goodwill Repairs Provided
  * Despite the As-Is sale,we agreed to complete two goodwill repairs:
            * Repaint the hood
            * Replace the locked-up A/C compressor
  * Both items were completed exactly as promised.
  * The A/C compressor replacement was specifically requested by ****, based on your mechanical background and current role with Rush Peterbilt.
  * After the compressor was replaced, we also sent the vehicle to Two Rivers **** at our expense. Their technicians:
            * Replaced the expansion valve
            * Recharged the system
            * Verified that the A/C was blowing cold
  * You confirmed that the A/C system worked properly upon return.
  

  Current A/C Concern
  * Nearly 90 days later, the A/C still blows cold.
  * The issue now involves intermittent airflow from different vents, which is likely due to a failed actuator or blend doora common issue in vehicles of this age.
  * This was not part of our original agreement and was not promised as part of the repairs.
  

  Communication History
  * Your claim that we ignored your calls for 60 days is inaccurate.
  * ***** ****** returned your calls, including on his day off.
  * **** ******** also spoke with you personally at length.
  Unfortunately, the tone of the interactions became hostile and unprofessional.  Despite this, we continued to engage with professionalism.
  

  Final Resolution Offered
  * We offered to buy the vehicle back at wholesale value, which you declined.
  

  Summary
  * Vehicle was retail-prepped at your request, despite plans to wholesale it.
  * Hood repaint and A/C compressor replacement were completed as agreed.
  * A/C system continues to function as intended; current issue is unrelated.
  * We maintained open and timely communication.
  * A fair resolution was offered and declined.
  

  We consider this matter closed and sincerely wish you both the best moving forward.

   

  ****** Andrews
  President
  Andrews Transportation Group

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23480858
  
  I am rejecting this response because:
    Mr. ****** has put my personal information online; my employer has nothing to do with my personal business/transactions with you and this needs to be removed ASAP from online. All people listed in the complaint are employees of Andrews Cadillac and names and emails are available on your website.  

  Also I was not the one responsible for diagnosing the issue with the *** This was the responsibility of your dealership/service department that clearly failed multiple times as they kept failing to fix it by replacing the same part over and over and also putting 3 times the amount of oil per the **** dealer. Your employees asked me what I thought, I stated I am not an AC guy and your employees kept asking so all I could give is the basics and stated multiple times I am not an AC guy and suggested to send to **** after your service depts failure to diagnose and fix the issue but only made the problems worse and now does not want to be held accountable or keep the promise that ***** ****** made when we shook hands on me purchasing the vehicle. 

  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/27/2025

  Please review previous response.  

  Note:

  1) you purchased an out-of-warranty vehicle "as-is."  

  2) as goodwill, we agreed to two specific things -- repainting the hood and replacing the A/C compressor, which we've done already.  Any further problems are your responsibility as owner of the vehicle.  

  3) your expertise and mechanical backround with Rush Peterbilt were brought up by you to our team as your way of giving credibility to your request for a compressor.  It is relevant to the issue your brought up, and relevant when we respond to your many reviews and other attempts to try to bully our company.  

  We consider this matter closed and wish you the best. 

  ****** Andrews

  President

  Andrews Transportation Group

   

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23480858
  
  I am rejecting this response because: 

  Mr. ******,

  Your information is not correct. 

  I will close this if you remove my place of employment from the ALL ****** reviews, that is personal/confidential information that you were not given permission to share via the internet or with anyone else without my permission.   

  I have in no way bullied you, only stating what happen at your establishment with my car purchase experience. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/27/2025

  Thank you. 
  

  if you would like the reviews removed, you should remove them. 
  

  Our comment on the situation stands. It is a fair reflection of the conversation you had with our team  
  

  Nelson 

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23480858
  
  I am rejecting this response because: *** ****** it is not a conversation that I had with your team, and you are continually backing false, misleading, hearsay conversations all one sided from your team. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/18/2025

  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 purchased a 2017 Cadillac CTS-V with 34k miles from them for clean retail. I was told the vehicle was owned since day one by one of their salemen and the vehicle was perfect. While purchasing the vehicle, they said it was unable to meet the requirements for an extended warranty. After trailering the vehicle home, as I live out of state. I put 100 miles on the vehicle before I got a check engine light. After the vehicle was diagnosed by a ** certified ase Master tech, I was informed that the motor had chronic wear which was obvious with an oil change ********* Cadillac claimed to had changed the oil and would know this). I called in and spoken with ***** and **** who both told me, not to worry, they would make it right. By making it right, **** offered me a motor as cost which he claimed to be $10,400. That was actually the internet price for the motor that anybody can get, cost for them would be $9300ish. On top of selling me a vehicle which was obvious showing issues internally but not visible to the naked eye, they were trying to still profit off of me having to buy a new motor. Rather or not they claim to know the vehicle had preexisting conditions and that's why I feel they didn't offer me a warranty, is irrelevant. I purchased a vehicle for $65,000 and it made it 100 miles after having issues and turning out to be long term wear. I request actual assistance with this fix and not them selling me a new motor for an inflated cost

  

  Business Response

  Date: 03/18/2025

  *****,
  
  Thank you for sharing your feedback, and Im genuinely sorry to hear about the difficulties you've experienced with your vehicle. We truly understand how frustrating it must be to face mechanical issues, and we want to assure you that we have worked diligently to support you throughout this process.
  
  We want to clarify a few important points to ensure there is full transparency:
  
  * The vehicle you selected and purchased is a modified 2017 Cadillac CTS-V Series that was out of factory warranty and sold "as is," which you knew from the beginning and acknowledged by signing the buyers guide.
  * On December 10, 2024, you drove the vehicle, pushed it beyond legal speed limits on the test drive and were extremely satisfied with the vehicle's performance.
  * After completing the purchase and signing the necessary paperwork, you personally loaded the vehicle onto your trailer and took it home.
  * We didnt hear from you again until February 6, 2025almost two months laterwhen you raised concerns about the engine. During those two months, you had the vehicle in your possession and did not contact us with any issues.
  
  From the beginning, we were fully transparent with you:
  
  * Our sales consultant, *******, was upfront about the vehicle's modifications and the fact that it was sold as is, with no warranty.
  * We connected you with the original owner, ****, and the shop in ********** where the vehicle had been tuned so you could fully understand the vehicles equipment, modifications, and history.
  * You test drove the vehicle on the interstate, and it showed no signs of engine issues or failure.
  * Despite the vehicle being sold as is, we made a good faith effort to assist you by offering a new engine at a discounted price to help meet your needs.
  
  We understand this situation is frustrating, but our goal was always to be fair and transparent. Unfortunately, the solutions we provided did not meet your expectations.
  
  We wish you the best and remain committed to operating with integrity.
  
  Best regards,
  
  **** Pugliese 
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23081249
  
  I am rejecting this response because:

  I purchased the car December 10th, yes I trailered it home, I was unable to drive the vehicle as you forgot to include a temporary tag. Again, I did not exceed any speed limits on the test drive or push the vehicle to it's capabilities. Never once did I operate the vehicle at wide open throttle, which is where the issue lies, the vehicle knocking. I explained to you, ******* and ***** that I was looking for a vehicle in excellent shape, as I would garage it and not drive it in the salty and wet/ snowy Ohio conditions. The odometer reflects that still. You've tried telling me that this vehicle was maintained by you guys diligently, and there's no way it could've had issues, just to find on a title search. That the vehicle was sold to someone in ******** prior to me purchasing it. They owned it for 2 months and 3500 miles of unknown abuse that no one can account for. You denied me a 3rd party warranty, and still continue to deflect the fact that a ** certified master mechanic at a ** dealership in **** has said without a shadow of doubt that this was a chronic, long term issue. So to recap, there's no fact in me "exceeding the speed limit" on a test drive, I drove it carefully and considerably with local traffic laws. The vehicle was stored in a climate controlled garage until the weather was decent on an early February day. My previous pictures will illustrate the long term abuse of cylinder 1, which i suspect why the mysterious 2nd owner kept it such a brief 2 months. 
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 03/31/2025

  This vehicle was purchased as-is and was operational when accepted by the customer and shipped by him out of state.  No further action is needed from Andrews Transportation Group. 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23081249
  
  I am rejecting this response because:

  And the vehicle remains operational, as this is an issue that only presents itself with forced induction is sent into the motor. Its a major problem that's going to soon ruin the rest of the motor. As is does not negate the fact that there's an obvious preexisting condition on a vehicle that was highly misrepresented. 

  Me hauling the vehicle to **** and storing it indoors while we had snow, does not matter. Within 100 miles i found the issue. I was denied a warranty, i was told **** was the only real owner of the vehicle. I paid top dollar for a car that had a chromic problem. Instead of getting any assistance with the repair, I'm getting blamed instead, when showing these pictures to any mechanic i know, they all say it would be impossible for me to do in 100 miles. Now I have a bill for nearly $20,000 to fix this car. 
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:01/27/2025

  Type:Sales and Advertising 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 1/13 I brought my car in for a check engine light. I had the codes ran before I brought my car in and the codes showed an issues with the battery. The advisor told me the crank sensor needed to be replaced, I asked again about the battery and was assured that was not the issue. My car a week later had a check engine light and the abs breaks and power steering turned off. I have to leave two voicemails to get a call back. I brought my car back in and now they are telling me I need to get my battery replaced. I believe this was the problem the entire time. The dealership will not own up to there mistakes

  

  Business Response

  Date: 01/29/2025

  Thank you *****.  I'm sorry about the trouble with your XT4.  
  
  The work we did the first time was all required, and would set the codes you had in your vehicle.  The mistake our team made was to not recommend you also test the battery to see if there were two different failures contributing to the problem you were having.  Testing a battery in an XT4 is fairly involved since the battery is under the seat, and the text costs over $100 (which would be at your expense).  Their thought was that the repair would address the problem, but as it turns out, the battery was also in need of repair.  

  Because the of situation, we've replaced the battery for you and checked to make sure that no problem codes come back at no additional charge.  I'm sorry for the inconvenience.  While this does not guarantee against possible future issues, we certainly hope you enjoy many miles of happy driving before we see you back in for your next service.  

  
  Thanks again for giving us a look at this, and please let us know if you have any questions.  

   

  ****** Andrews

  President

  Andrews Transportation Group

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

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

   

• Initial Complaint

  Date:08/21/2024

  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 May 21, 2024, I brought my vehicle to Andrews Cadillac, located at ***************************************************, for service. Brakes, oil change, and a set of tires. *************, the intake service advisor, managed my case. After the service, I noticed significant shaking when attempting to stop at speeds over 50 miles per hour.(Later found out it was due to a broken left axle).I contacted **** Cost to arrange follow-up, but he requested a delay due to his vacation.I then took my vehicle to ************************* dealership located in ***********, **, for second opinion. Their inspection indicated no issues, which was confusing given my ongoing experience. My vehicle was also scheduled for collision repair due to hail damage in early May 2024. The repairs took place early June and remained at the facility for one month. During this time period I spoke with ******* from Cadillac ************** and Takia a Concierge Customer Advocate. ******* arranged for a follow-up inspection at Andrews Cadillac in Mt. ******, **, located at ***********************. Continued problems and frustrations: Although the initial shaking issue was addressed, a new rubbing noise developed. When I brought this to the attention of the service advisor in MT. ******, I was told that the noise was normal, which is utterly ridiculous given that my vehicle did not make this noise before the repairs. This response has been incredibly frustrating and unsatisfactory. Despite my repeated requests for a refund, and for all 4 rotors to be replaced, the dealer opted to machine the rotors for a third time, which I find unacceptable. I am particularly because this is a leased vehicle that I intend to purchase at the end of the term.

  

  Business Response

  Date: 08/22/2024

  Mrs. ******************** you for taking the time to visit with me this morning.
  
  To say that I enjoyed our time on the phone together would be an understatement at this point.. ??
  
  Im glad that the vehicle is operating to your standards, and we certainly look forward to seeing you for your next service.
  
  Should anything arise between now and then, please do not hesitate to call or email me.
  
  I hope you have a great upcoming weekend.
  
  ****
  
  **********************;
  
  ************ Office
  ************ Direct
  www.andrewscadillac.com  
  
  Andrews Cadillac Brentwood
  1 Cadillac Drive
  *******************
  
  Andrews Cadillac Mt. ******
  ***********************
  Mt. ******, TN *****

• Initial Complaint

  Date:07/17/2024

  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 Aug 2023 to have a rear toe link recall fixed at this Cadillac dealership. Less than 7 months later my car started to have issues and shaking in the rear end I noticed while on a road trip. Another mechanic viewed my car and noticed that the rear tires were not even aligned properly which caused my rear wheels to wear only on the inside tread of the tire. This part of the tire was worn down all the way to the cables and even passed the cables in some areas. These tires had less than 18k miles on them before the recall was replaced. In the two years prior that I have owned this car I had no issues but within 8k miles of this recall fix my rear tires were damaged. In the recall it is required to have the cambers adjusted to align the tires and then perform an all wheel alignment which was not done. This mechanic and another Cadillac mechanic agreed that not aligning via the cambers caused this damage to my tires. I had the tires replaced and once I returned to ********* I attempted to call this Cadillac dealership unsuccessfully and eventually had to have the alignment performed elsewhere. I have been in contact with this dealership to facilitate a refund for the damages but they refuse to admit fault to me but have mentioned it to a different mechanic.

  

  Business Response

  Date: 07/18/2024

  ******,
  
  Im sorry about the issues you are experiencing with your 2012 Cadillac SRX.

  
  Weve been in communication regularly since you first reached out June 24 through a negative ****** review, and I appreciate you making your vehicle available for us July 2nd to inspect with you in person. 

  
  My observations are:
  * The recall we performed the first time you came to our store in August 2023 was to the lower suspension links -- ************** part number ******** -- which matches your invoice from that repair.  When you brought your car in July 2nd, you and our team verified that these parts were installed and the repair executed correctly.   
  * The problem you identified in your review and had repaired by your family friend were the upper links, which are a different part of the suspension and not part of the recall.  This was reviewed with you as well as with ******, your family friend. 
  * The only work requested or authorized on your August 30 2023 visit was the recall, which did include a camber adjustment, which is about all you can do with the solid toe links.  You did not request or pay for a rotate or balance.   
  

  Last August when we did the recall, your vehicle had ******* miles, and when you came in to review the work July 2nd it had ******* miles.   That is plenty of time and mileage to put significant wear on a set of tires, and if an alignment problem contributed, we dont have any way of knowing when the alignment problem may have started. 

  
  Im sorry youve had some unexpected repairs this year, but with a vehicle well over a decade old and getting close to ******* miles, this is likely to happen.  As weve explained,this is not due to anything we caused when we performed the recall last August. 
  
  I know you are disappointed about this, but I am not going to offer to pay for your vehicle maintenance. 
  

  You have all my contact information, but I will include it again for your convenience. 
  

  ****** Andrews
  President
  
  ************ (main)
  ************ (direct best number to call)
  
  *******************************************************
  Andrews Transportation Group
  1 Cadillac Drive, ******************************; TN  37027
  P.O. ******************, *******; 37024

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 22006306
  
  I am rejecting this response because:

  They are ignoring the actual problem and choose to focus on unrelated information. They say it is just normal wear from driving the car but it is not as shown in the picture above. The car only had 8k miles on it when this tire damage was found only to the inner part of the tire. No other issue was found wrong with the car or rear end that could have caused this damage. Two separate mechanics (one being another Cadillac mechanic) have said this tire damage was caused from not having the tires adjusted after installing the toe links. I have already put another 5k miles on this car since the alignment was done at another shop and there had been no abnormal tire wear.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/23/2024

  ******,

   

  Im sorry that you are having trouble with your vehicle. We have reviewed this extensively with you in person and over email. You not accepting the facts of the matter do not change them. 
  

  Please re-read my previous response and review it with the other experts you have advising you as appropriate. 
  

  Im glad to hear your vehicle is currently operating normally, and I would encourage you to find someone you communicate well with the help you keep your maintenance up to date. 

  

  Business Response

  Date: 07/24/2024

  ****************, 

   

  Please re-read our previous response as well as the body of supporting email correspondence.  

   

  We are not saying your tire wear is "normal" -- we are saying that we performed the recall correctly and that whatever problems you have experienced are not our responsibility.  We have thoroughly covered this with you and your "advisors", and at this point there isn't much left to review.  

   

  Any further work required by your vehicle is your responsibility.  The Andrews Transportation Group is not taking financial responsibility for the maintenance required by your vehicle.  

   

  ****** Andrews

  President

  Andrews Transportation Group

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22006306
  
  I am rejecting this response because:

  I have accepted the facts.
  
  Sincerely,
  
  *************************