Complaints

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

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  Chevrolet - Buick - GMC - Cadillac of Murfreesboro

  960 John R Rice Blvd Murfreesboro, TN 37129-4176

  
• 

  Chevrolet - Buick - GMC - Cadillac of Murfreesboro

  PO Box 10209 Murfreesboro, TN 37129-0005

  

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:04/14/2025

  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.

  This dealership has had my truck for 4 months supposedly waiting on a part. What was supposed to be a recall fix has turned into me have to find a ride or **** to work everyday and they still can not give me an *** on when the parts will be here. They have not one time offered a loaner, ride service, or rental vehicle. FOR FOUR MONTHS! Im paying a truck payment and insurance on a vehicle that I cant even drive let alone Im having to pay extra to make it to work so days as well.

  

  Business Response

  Date: 04/25/2025

  We received the part in stock. Now that the part is here we have called the customer and offered a loaner vehicle. These parts are on national back order from the manufacturer and very hard to find. This is the reason for them waiting so long for  their vehicle to be fixed. We did not provide a loaner originally as their vehicle is out of factory warranty which does not qualify for a loaner vehicle. We will give them a loaner vehicle now since a part was found. 

• Initial Complaint

  Date:12/06/2024

  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.

  I purchased a 2021 cadilac xt5 at the time of purchase they did not explain to me the return policy. The day after I got the car the check engine light came on. Which was the day before Thanksgiving. So I just didn't drive the car until next off day the next week and brought it up to the dealer at which time I was told that the return policy is 3 days or 300 miles. I haven't even driven the car 100 miles. Then the Manager came out and told me that they couldn't do anything for me passed 3 days. I feel this is an unfair business practice because the salesman nor the finance person disclosed this and when I called to return the vehicle my salesman led me to believe i could return it and get into a different vehicle.

  

  Business Response

  Date: 12/10/2024

  We have reached out to the customer and have come to a reasonable resolution. We apologize for the inconvenience and thank you for giving us the opportunity to resolve this matter. As of now we consider this claim closed. If you have any questions please call the General Manger at ************

• Initial Complaint

  Date:11/07/2024

  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.

  - date of transaction : 10 /29/2024 - amount of money i paid : $5000 down payment and loan amount of $82000 this is my story ,I recently had a deeply disappointing experience at Cadillac of ************* in ********* while purchasing a supposedly brand new Cadillac Escalade that I found through an ad on ********. The ad stated the car had 300 miles on it, located in *********, which led me to drive 11 hours to make the purchase thinking it was a good deal.Upon arrival, I discovered that the Cadillac Escalade I purchased only had 70 miles on it, not the advertised 300 miles. Furthermore, the salesperson ( ****** ***** ) failed to disclose that there are two different sizes of Cadillac Escalade the *** and the standard model. As I needed the larger *** version for limo purposes, this oversight was crucial. I end up buying the wrong size of Cadillac Escalades and drove it to ******** .To make matters worse, the car had undisclosed damage from the back left corner, which had been repaired without my knowledge. This revelation came after I had left the dealership and was highly distressing, as it was sold to me as brand new when, in fact, it had prior damage.Following this discovery, the salesperson was unresponsive to my messages, providing unclear solutions. After a prolonged period of back-and-forth, I eventually made the arduous journey back to the dealership from ******** to return the car. However, I was met with resistance, denied a refund, disrespect by the sales person , yelled at and humiliated in front of other employees and buyers by being told ( you are not a man ) and ( are you threatening us ) while i was super respectful and quiet and I was asked to leave the premises abruptly.This entire ordeal has left me not only with a car that does not serve my intended purpose, but also facing serious financial repercussions due to the misleading nature of the advertisement, misrepresentation of the product, and the dealership's poor customer service.

  

  Business Response

  Date: 11/08/2024

  MR. *****

  THE REASON WHY THE ******** ADVERTISMENT SAID **************************************************************************** AN AD. THE ESCALADE WAS BRAND NEW. THE MILES AT ******** WAS 79 MILES. WE SHOWED YOU ALL OF THE ESCALADES WE HAD IN STOCK, INCLUDING THE *** (EXTENTED MODEL), AND YOU CHOSE THE ONE YOU PURCHASED. WE DO HAVE A RETURN POLICY, BUT THAT WAS EXCEEDED. OUR RETURN POLICY IS 3 DAYS AND 100 MILES. YOU CAME BACK A WEEK LATER WITH APPROXIMATELY 1500 MILES. WE ALSO OFFERED TO TRADE YOU INTO A NEW ***, BUT WE COULD NOT GET YOU APPROVED FOR THE DIFFERENCE. AS FAR AS THE DAMAGE, WE BELIEVE IT HAPPENED AFTER PURCHASE, BUT WE DID OFFER TO FIX IT AND YOU DECLINED. WE ATTEMPTED TO OFFER SOLUTIONS TO HELP YOU, YOU DECLINED THEM ALL AND THEN CALLED THE POLICE. WE ARE STILL WILLING TO HELP YOU, BUT IT SOUNDS LIKE YOU ARE ONLY INTERESTED IN A REFUND OR AN APPROVAL ON A MORE EXPENSIVE MODEL. WE DID TELL YOU THAT IF YOU MADE SOME "ON TIME" PAYMENTS ON THE ESCALADE THAT YOU HAVE, WE WILL ATTEMPT ANOTHER APPROVAL FOR THE MORE EXPENSIVE *** IN SIX TO EIGHT MONTHS.

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

  GENERAL MANAGER CADILLAC OF MURFREESBORO

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22526540
  
  I am rejecting this response because:

  * it is not the consumers problem. It is considered misguiding because 300 miles can make the car a used car so that piece of information shouldve been disclosed in the notes. * That is not a true statement, I was not offered or shown any other car but the car I came for, however I was offered another car over the phone and it was used with brown interior, not to mention that the sales person never explained to me the two sizes available for Escalades nor did he showed me any other than what was in the ad even though I have mentioned to him that I needed it for limousine business . I really dont appreciate a manager just mentioning that they showed me all of the Escalades they have in stock while this never happened just to justify a mistake. This is very unethical from a manager to say. * regarding the return policy, it could be written somewhere in the contract, but I was never made aware about the return policy or the mileage limitation specially since they know I live in ********, which is 11 hours driving distance, however even though they did not mention it to me , I still contacted the sales person on the third day which I have a proof of but he was not responsive when he realized that Im no longer interested and stopped taking my calls and my messages and when I noticed that days are going by and Mr. ****** did not call me on a Monday as he promised, I decided to get in the car and drive back to *********, and the mileage was resulted by only traveling to and from ******** to *********. However, trying to get me alone for a more expensive car is a true statement but the refusal was pretty obvious . Regarding the damage what the manager mentioned * this is another faulty statement, I have contacted the sales person the very next day about the damage which I provided pictures antique offered to take it to a Body Shop and fix it and they will take care of the cost not as a courtesy, but because they sold it to me this way, which she admitted, I truly dont appreciate saying that they believe it happened after the purchase , I cant believe the manager is putting himself in that position to mention faulty statements just to get away from a mistake, they never disclosed that damage to me verbally nor they mentioned on their ad and it was hard to see at the time of inspection given the fact that they claim theyre selling me a brand new car which clearly it went through repairs before. Regarding offering to help, * there was no solutions offered to me other than trying to get me another loan for a more expensive car which I was declined for , and fixing the damage is not a solution since its a brand new car it shouldnt have damage from the start. Regarding getting the police, it was because I felt threatened by Mr. ****** when he was raising his voice at me telling me Im not a man and asking me to leave the premises and take the keys to the car with me. Otherwise he will call the towing company and tow the car from the parking lot if I left it behind so I felt threatened while I was very calm and polite and never said anything sounds like threatening. Therefore, I called the police to have some sort of protection since I was a stranger in that area, and Mr. ****** was raising his voice the whole time and talking to me as if I was an intruder to their dealership and calling me names in our own language ( Arabic ) and kept telling me that I am embarrassing him in front of the managers and for that he is not gonna help me and hes gonna make me pay the price for that . * I wouldnt have went to the BBB solution if the dealership sounded like they were willing to help whatsoever and no, I was not interested in a refund only . I wanted to get a new Escalade ESV or used ESV and the sale was still able to be stopped since ************** financials didnt have any information about me or any open account. Neither wear any taxes paid at the time I was at the dealership. 
  * how do you expect me to make payments to a car that I need to work on as a limousine and it does not fit the requirements which will result in keeping me with a car that I cant perform my job with and that will jeopardize my entire financial situation in my life, which would threaten the stability of my family. My problem is pretty simple, it could have been fixed from the third day when I made a call to Mr. ****** to inform him that it was the wrong car. In addition it was sold to me with the damage
  
  Sincerely,
  
  ***** Abou *****

  

  Business Response

  Date: 11/13/2024

  I am truly sorry that you reject the options we have made available to you. We gave every effort to get you the vehicle that you requested. The difference in the ******** ** *****(300) and the exact miles (79) is because when placing a ******** ad, the minimum miles you can post is 300. The vehicle was new. You agree to have inspecting the vehicle before purchase, and you nor ****** saw the rear bumper misaligned at the wheel gap. This was brought to our attention after your trip back to ********. That misalignment sometimes happens because of a loose clip or something impacting the rear bumper. None the less we offered to repair it, to which you declined. You were outside of our return policy (3 days 100 miles) so we could not cancel the contract at the bank and void the deal. Because we couldn't cancel the contract we offered to trade you into the vehicle you would prefer, but could not get you approved. I truly apologize for the way you were treated and the fact that you felt threatened by one of my staff. We are still willing to help with repairing or trading you into a different vehicle if we or you can acquire an approval. If you are not willing to accept any of these offers unfortunately we would have to consider this issue closed.

• Initial Complaint

  Date:10/16/2024

  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.

  I took my car in on October 15th for an oil change and a tire rotation. When I brought my car in my right front tire was a little low. When I was driving home I noticed that the right front tire sensor was still saying the tire was low. I called and spoke to the ********* who handled my car. I explained I don't think the tires were rotated due to the sensor still show the same tire that was low when I brought it in. My PSI on all my tires were 33 and my right front was 27. They should all be 35. He assured me the rotation was done and air was put in the tires and they must have forgot to reset the re-learn sensor. he offered for me to bring in back in at that time and I told him I couldn't but made an appointment for Saturday the 19th. On the way to work this morning my tire gauge came on to alert me I have a low tire on the right front. I took into my autoshop at the school I work in to have them check the tires. The right front was the low tire at 24 PS while all the others were still sitting at 33 PSI.That tells me the rotation was never done as they told me it was and the shop told me the tires needed to be rotated. They filled my tires all to 35 PSI and when I left work 3 hours after having them fill the tires they were all still sitting at 35 PSI. *** called me October 16th to ask about my service experience and I told them what happened. I also did a ****** review. I got a follow up call from another manager on the afternoon of October 16th who told me that they will be happy to re- rotate the tires. I told them I wanted a refund and chose to have my service done elsewhere. She told me the only way they will give me my money back is if I take the ****** review down. She said once it was done they would give me the ***** for the labor of the tire rotation which I never got. This is not ok and I paid for a service that I did not get and now they are blackmailing me and refusing me to pay unless I take down the bad review that I put up on ******.

  

  Business Response

  Date: 10/22/2024

  I'm so sorry what what you have been through with our service department. Please feel free to contact me directly for a refund. ***** ******* General Manager ** of Murfreesboro. I will also be making contact via the phone number we have on file.

  Customer Answer

  Date: 10/22/2024

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

• Initial Complaint

  Date:07/19/2024

  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.

  6/14/24 I bought a new GMC Terrain AT4 89miles. I was driving to ******** 6/28, went to pass a vehicle on the highway and when I hit the gas, it just revv'd up and didn't go any faster. ******************** showed on the screen and the engine light was flashing. The vehicle locked up on me and I was scared because I didn't have the control. After some seconds, it went back to normal. The vehicle is new so I was thinking maybe a glitch. Headed back home to TN 7/6/24, the same thing happened to me and this time was worse but similar with ******************** showing and engine light flashing. I immediately pulled over and started texting my salemen. He asked me several questions then made an appt for me to bring it in on 7/8/24. 7/8/24 I waited for the service guy to tell me what might be wrong, he says a transmission problem from a RECALL and that they will order parts BUT there is no guarantee this is the issue. The shuttle takes me to ********** where they gave me a car. 7/9/24, I hadn't heard from anyone and called the service guy several times. Still nothing so I called my salesman, he told me transmission issue. After calling several times again, a mgr called with the same thing that several parts are being ordered, they are backordered with a 1 1/2 to 2 week wait. 7/13/24 I called ***************** they tell me a RECALL was issued in May 2024 for a transmission issue. I was sold the car June 2024. WHY? I hadn't even made my 1st payment. It is a very unsafe and scary feeling to not have control over your vehicle going 70 mph. My issue is the fact that I am without the car I purchased. I bought a new vehicle with the intentions of using it, not to be in a rental. AS of 7/19/24 I haven't heard from the dealer. The transmission issue is ** but knowing there was a RECALL and you selling me the vehicle without addressing the RECALL is the dealer!!Made my 1st payment 7/14/24 for a vehicle I don't have possession of.

  

  Business Response

  Date: 07/08/2025

  We have worked with the customer and put them into a new vehicle that they are satisfied with.

  

  Business Response

  Date: 07/09/2025

  We have worked with the customer and put them into a new vehicle that they are satisfied with.

• Initial Complaint

  Date:07/01/2024

  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.

  We bought a brand new 2022 ***** truck in early 2023. Before the truck was 6 months old the back window was leaking. It was fixed under warranty. Then the truck began throwing a code. We left our truck at the Murfreesboro GM on April 18, 2024 to get it fixed. It is now July 1, ****************************** the shop. Murfreesboro GM does not return phone calls or emails about the status of the truck. We have filed a complaint with their customer service line. They tell us that ********************** GM will not return their calls either. This truck was brand new when purchased and only has ****** miles and we have not had access to it or any communication for well over 2 months now.

  

  Business Response

  Date: 07/12/2024

  I have looked into this concern. We received the truck, completed the diagnostics to find the parts were on back order. We waited for a couple months while the parts were on backorder. The customer had a brand-new truck for a loaner truck for the whole time the truck was in our shop. As soon as the part was in our hands we installed the parts. The truck was given back to the customer 7/2/2024. Unfortunately, this was unforeseeable and unavoidable to our service department. I am sincerely sorry for the inconvenience.

• Initial Complaint

  Date:03/05/2024

  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 dropped off my vehicle 2024 Buick Encore GX on Feb, 8 2024 for an issue with a vibration in the engine area. I have been getting the runaround from the dealership followed by numerous excuses. It is now 3/5/2024 and the dealership is still giving me delays and excuses. I was provided a loaner vehicle and had an issue that resulted in the dealership charging me over $500 for two tires. I have been in contact with the service manager, the assistant service manager and most recently the general sales manager. I am tired of the excuses I want my vehicle fixed and I want to be refunded for the tires that I was charged for. This has by far been the worst experience I have encountered with a dealership. I was also never provided a receipt for the charge to my credit card since it wasn't my car.

  

  Business Response

  Date: 03/06/2024

  On 2/9 ************************* vehicle was dropped off for repairs with a vibration concern. After performing diagnostics, it was determined we would need to get GM (TAC) technical assistance involvement to decipher the cause of failure. This takes time to perform the steps needed to determine causal failure component. The causal failure was determined to be multiple engine mounts, a warrantable repair at no cost to the customer. The parts were ordered on 2/13 and arrived on 3/1. The mounts were installed and the vehicle was test driven to verify repairs. While the vehicle was in the shop being repaired multiple managers spoke with ****** father ******************************* and assured him we were following industry standard repair procedures to resolve the issues. ******************************* acknowledged his son ***** damaged the tires on the loaner and is responsible for the cost associated with the repairs. The invoice with repairs performed would be emailed to ***** of which he agreed to upon picking up his vehicle on 3/5. ***** never expressed any concerns for the work being performed the timeframe or the tire damages cost associated.

• Initial Complaint

  Date:01/16/2024

  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.

  Worst ********************* service ever for me. 3 months ago I bought a vehicle here, and the truck had multiple issues. The key remote would not work, the bluetooth was also not working properly, the car was also making a weird noise on the bottom of the exhaust pipe. I tried to take it back so I could trade in for another vehicle but they've told me the value had gone down because of the mileage I had put in the car. I drove the car to Vegas for a vacation to give it the car a try for a few days. They would not fix these issues. 3 days ago the car started to smell like sulfuric acid which is highly toxic, it was coming from the battery, and the smell was very overwhelming, I started to feel light headed so I had to pull over before going to the hospital. Turns out the battery was bad, the car is not even 3 months old since I bought it. I had to buy a new battery after. I will be putting a legal motion in rutherford county againts GMC Chevrolet Murfreesboro and his owner first thing on monday. I see other customers complaints with similar issues. Enough is enough..

  

  Business Response

  Date: 01/17/2024

  This vehicle is a 2021 Buick Encore and was purchased as a certified pre-owned vehicle.   The concerns, other than the battery issue, *** all have a warranty coverage to resolve the condition.   Certified warranty coverage is in effect thru 3/26/2025 or ***** miles, whichever comes first.  The battery warranty expired with the base warranty period at ***** miles.   The current miles according to GM service workbench at 2:20am on 1/17/24 are 38178.   The vehicle was sold 11/15/23 to this guest with ***** miles.   Our dealership has no record of the vehicle returning for the factory required maintenance that was due at ***** miles, or at the 37500-mile interval either.  In review of a Carfax report run today at 3:36pm, there is no record of this vehicle having been serviced at an ASE certified facility since purchase either.  The battery was clearly operational upon purchase, as it would not have been trouble free for the ***** miles driven since it was bought by this customer.  If this vehicle had been serviced by our dealership, or any reputable ASE certified facility at the 2 scheduled maintenance intervals, any developing issues with the battery would very likely been identified prior to the customer experiencing any leakage and subsequent smells.   Additionally, after driving close to ***** miles since purchase, the vehicles value has diminished, and as such will hold a lower resale value.  The customer must understand that there is a cost to ownership, and the use of any vehicle new or pre-owned will decrease with accumulating mileage.   We can schedule an appointment to diagnose the remaining concerns aside of the battery should the customer see fit to do so, and potentially repair them under the certified pre-owned warranty if covered, provided they do so before 3/26/2025 or ***** miles accumulate on the odometer.   

• Initial Complaint

  Date:12/12/2023

  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.

  I purchased a **** Lyriq Cadillac on October 14,2023 from your dealership. Not even a month after our purchase. The car had to be put into service because the entire dashboard lit up with service notifications and shut down completely while driving on the interstate. You can imagine how scary this can be. The vehicle has been in service ever since November 6, 2023 and your technicians cannot find what is wrong with it. They even flew out the engineer that designed the vehicle the week of thanksgiving . It has been well over 30 days. Your sales manager ******************* and sales rep ******** have been of no help. Every time we call them or go into the dealership, They will not take our call or speak to us. We purchased a new vehicle and made the mistake of purchasing it in cash. It has been in service for over 30 days. To say the least, our service has not been the best. We have inquired about a buy back but are only being offered 55k which is way under the price we purchased and have not been able to enjoy. It doesnt even have 100 miles on it. I know the ****************** has a law that if after 3 service repairs for the same issue and/or after 30 days in service the vehicle is eligible for a buy back at full price

  

  Business Response

  Date: 12/13/2023

  it is my understanding that this customer negotiated and agreed to terms, selling the vehicle to this dealership on Monday 12/11/2023.   The vehicle has changed ownership at this time as per the customer's choice to do so.   Our service department had finalized repairs and verified completion, communicating a scheduled date of 12/13/23 upon which return to the customer would take place.  The customer choose to sell the vehicle to our dealership and sever ties with the vehicle.   

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20991484
  
  I am rejecting this response because: we had no choice to accept these terms ** each week that goes by. Yall were reducing the amount by 1k not to mention all the money and time lost on this vechicle and never did anything to resolve the issue in a timely manner. This is the worst customer service i have had. Definitely not getting my business ever again. The vehicle was in service for over 30 days and by the lemon law. You had the responsibility to buy back the vehicle but we see how shady this business is
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/16/2023

  our apologies that you even went through this situation, but at no point were you obligated to sell your vehicle to the dealership, nor did anyone here encourage you to do so.  in fact, we were continually advocating for you with gm, and communicated such to you.  we were working with the manufacturer to obtain satisfaction on your behalf and were poised to receive rewards points that equate to dollars for spending at gm dealers nationwide, as well as likely car payment/s due to your being without the vehicle.  we attempted to provide alternate transportation as well, but your lack of having a driver license prohibited us from doing so.  we requested and worked with a field engineer from gm to accelerate the repairs on the vehicle as well.   the situation was unfortunately between you and gm, and not you and the dealership since it was a manufacturing issue and not a dealership service or sales related problem.  we worked for you as our customer to the best of our ability given all of our resources available.  when here at the dealership on Monday 12/11/23, you were advised by our service manager that you could expect to retake possession of the vehicle on Wednesday 12/13/23, at which point you turned to the salesperson and said you don't want it and chose to sell it to the dealership in lieu of taking it back.   we are sorry that you experienced such problems with the vehicle after purchase, but these issues were manufacturer related exclusively.

• Initial Complaint

  Date:11/27/2023

  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.

  I was haveing a prob with the key FOB's on my wife's 2014 Cadillac. I called the dealer and the set up a appointment for 11/02/2023. I went there with 3 FOB's to be reprogramed. After a few hrs they said 2 FOB's were all set but one was no good. I sad that was fine. We paid $98.78 and took the car home. That weekend we had the same issuis as be for son on Mon 11/06/2023 we went back. We told ***, the service rep what happened. He took the car and came back 30 mi later and said it was all good & both FOB's battries were reading 3.6 volts. So again, we went home only to have the prob again. called on 11/17/2023 and again was told to bring it in. This time we droped it off on a Sun so they could see that the prob was mostly a AM issue. He kept it for 2 days and said all it needed was new batteries and all is good. This time we paid $154.31 for 2 battries that *** said read 3.6 volts. I really think I shouldn't have to pay twice for a prob that all along they said was good. Also, I had to make 3 trips to them and that's 55 mi round trip for a total of 165 mi and that's not even counting my time. I have a Cadillac dealer 5 mi from my house and only went to them because that's where I bought it from.

  

  Business Response

  Date: 11/30/2023

  we have attempted to reach this guest and discuss their experience.   The guest replaced their own remotes, from an unknown source, which failed shortly thereafter.   we have no idea where they were obtained, the age of them, or the quality of the batteries.  we were able to test the operation of the remotes after programming them, to which they were fully operational as stated by the customer.  when these batteries are weak, they typically will lose communication and experience the same symptoms the customer expressed.  we were able to confirm bad batteries finally, and as such charged the customer for replacement since we had no involvement with their original replacement.  there are costs associated with these repairs, which we could have potentially waived had we been involved from the start with battery replacement. 

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20909357
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/04/2023

  On 11/02/2023 I went to dealer with a key FOB issue. I brought 3 FOB's the be reprogramed. I left the car and came back a few hrs later & the service rep ******************* said 2 of the FOB's were al set but was was no good. I said that's fine as long as I have 2. We paid $98.76 at this time. We went home & the car sat in the garage for a couple days. When we went to use it only 1 FOB worked. This was a Sun so I waited & called **** on Mon & he said bring it back & they would take care of it. We went back on Mon, and he took the car for about 20 min & came back and said they were both working fine. This time there was no charge. Again, we went home and parked it & again a couple days later we went to try it and the same prob. I called and requested to talk to the service manager. I got a gentleman and he said he would be sure it was done right this time and assigned me a new service man *********************. We went back again on 11/21/2023, mind you it's about 30 mi each way. When we gt there **** took it for a few hrs and said all they needed was new batteries and there all set. Now he had the car for 2 days to make sure they were good, This time we had to pay $154.31. Now to me this is very bad business, I had to make 3 trips for a total of almost 300 mi. & all thet needed is a couple of $5 batteries. I would say their service **** need some serious help. This is no way to treat a customer who bought the car new from them. I will have a hard time going back to them now. 

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

  

  Business Response

  Date: 12/07/2023

  in the interest of customer satisfaction, I would be willing to offer an in-house credit of $100.00 towards future services here at our dealership.

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20909357
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/08/2023

  We provided services per your request, for which payment is required.   Since the batteries you installed ended up being faulty, specifically qualified by the replacement of them and their continued proper operation at this point, the unfortunate truth is your component was the reason for the continual problem you were experiencing.   I am genuinely interested in resolving this situation amicably, however I believe it is fair to say we did what we were asked to do, and that the end result of needing new batteries did not occur due to a defective part we installed.   Other than a full refund, what are you willing to consider?   Based on the statements above, I am not of the opinion we owe you a refund for the work performed but am willing to discuss resolution in the interest of your satisfaction. 

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20909357
  
  I am rejecting this response because: I don't think it's fair for me to have to pay for service twice & then all they want to do is throw me a bone. The $100 in shop is not right. After all I went threw. Tree trips there and told it was fixed 2x and $100 in shop no way. I know I'm looking to buy my wife a new Caddilic but I wont be buying there & I'll let others know how they treat there customers. Again a BIG NO 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/13/2023

  At this time, I am willing to continue the offer of $100 in house credit toward future services at our dealership. I feel that is fair in the interest of customer satisfaction, only because we want to maintain a fruitful relationship with ******************, not due to any negligence on our part.  I am not willing to veer from that offer at this time.   

  Customer Answer

  Date: 12/14/2023

  Well I've been a firm beliver in the BBB that i I use to be. I'm very disappointed with the results of how it was handled. It's not the money it's the way it was handled. It's always the big guy gets away with this kind of treatment to the little guy and you don't do anything but fold under there pressure. Well you don't have to worry I will never bother you again. I have lost all faith in the BBB. I hope your really proud of yourselves.

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