Complaints

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

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  Platinum Chevrolet & Cadillac

  390 Spur 557 Terrell, TX 75160

• 

  Platinum Chevrolet & Cadillac

  1212 W Moore Ave Terrell, TX 75160

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:03/07/2025

  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.

  Ive called and left messages. Nobody has returned. I asked the sales *** to forward the message. I have called the 3rd party that issues the Triton Theft protection. They direct me back to your business. All I need is the policy cancellation confirmation and the refund. I dont want nor did I ask for this. And I was told it was removed from my account by your finance ***resentative on 1 2/17 in the office. But clearly that was a lie. I didnt even receive documentation of this coverage. Since he was shredding the documents not being used. Can you kindly confirm cancellation and provide the $1270 refund.

• Initial Complaint

  Date:11/25/2024

  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.

  Due to weather a tree feel onto my truck in which the title is in my name and Im fully covered on our insurance policy. Dropped off date - 6/10/24 Promise date -6-19-24 Claim # ********F01 2007 ****** double cab The trailer hitch reference number ******** in the amount of 1750 was reimbursed to me for the part being not available. This company released the check to a woman without getting a copy of her ID nothing to verify they r issuing the check to correct person so my truck still remains not fixed

  Business Response

  Date: 12/05/2024

  Everything on this insurance claim was between State Farm,******* ********, and Platinum Chevrolet Cadillac-DBA Optimum Collision.Attached you will find the State Farm Assignment Sheet detailing that the Claim was assigned to Optimum Collision on 6/4/2024, this assignment sheet lists only ******* ********. The repairs were completed and we were paid $6090.21 via *** from **********(see attached State Farm ***) on 6/27/2024. The *** payment has ******* ******** as the named insured. This *** payment included payment for a trailer hitch that was on backorder and could not be obtained at the time.******* ******** agreed to take delivery of the Tundra while we waited for the hitch to come in. After waiting over 3 months for the trailer hitch to become available, ******* ******** asked us if we could issue him the amount of the claim that was for the hitch, that amount was $1894.38. A copy of that check is attached and it was issued on 10/23/2024 and was picked up by ******* ******** on either 10/23 or 10/24. It was cashed and cleared our account on 10/24-10/25.
  
  Nothing that we received from State Farm ever mentioned *******************. We performed the work for the ***************** and their insured, per the assignment sheet and our agreement with **********. All refunds were issued to the Insured.

   

  ****** ****

  General Manager

  Platinum Chevrolet

  Platinum Cadillac

  Optimum Collision

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

• Initial Complaint

  Date:06/11/2024

  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 September 28, 2022, I placed an order for floormats for my then-new Tahoe using my ***** points and paid the difference out of pocket. After several months without any communication from the dealership about my order, I reached out and was informed that the mats were delayed due to Covid production delays. The dealership could not provide an estimated delivery date. After more time passed, I contacted them again and was told they had no information on when the mats would be available and suggested I cancel my order. The person in the parts department mentioned that he was unsure how to process the refund on my points, but he could potentially refund the cash I had paid. I requested that he not take any action and have someone call me who could ensure I received a full refund for both my points and out-of-pocket payment.Despite following up, I never received any communication from the dealership.It was around this time I contacted ************** Customer Support and was assigned to "****" who asked for my VIN. I provided my VIN but never heard back from anyone. **** is now non-responsive to my calls, although he did assign a case number of 9-10936299712.Following a suggestion from a friend, I reached out to ***** and GM ******** platforms for help in a tactful manner. However, *****'s private FB response (attached below) stated that since the order was placed through a dealership, they were unable to assist me. This led me to decide to contact the BBB to seek resolution. While to ***** it may just be floormats, to me, this situation has become much more significant.I have included screenshots of transactions placed via the ***** app.

  Business Response

  Date: 12/05/2024

  ****,

  I received an email directly from BBB in Mid November asking me about an unanswered complaint that closed out. I let them know that I was not aware of the complaint that had been sent in. On 11/22 ******* ****** emailed me saying a new link would be sent out. I again never got anything. I asked her for help on 12/2 and that is when I got the notice of your complaint. After receiving it I realized that I had been notified on 6/12 and never heard anything again. I was out of town when I opened it and I never circled back. That is 100% on me, I am sorry. There was definitely something going on with our email and maybe that is why I didn't get anything else.

  Ultimately though, none of that matters. You were promised something and never got it. I think a $250.00 refund is absolutely acceptable. Can that be sent to:

   

  **** *********
  *******************
  ******, ********
  
  Let me know and I will have the check sent. 

   

  Again....I am really sorry about this. I am sure it went beyond just being frustrating. 

   

  ****** ****

  General Manager

  Platinum Chevrolet 

  Platinum Cadillac

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

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

• Initial Complaint

  Date:08/23/2023

  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 took my 2017 impala to the service department to have some work performed. My car needed the catalytic converters replaced. I asked the service writer to check some other items as well. I asked him to check the WiFi module and the transmission as well. He immediately checked the WiFi module and stated the Onstar module needed replacing and it would cost $1650.00. To which I responded that I would not be able to do that at the moment. He then proceeded to order and replace my catalytic converters at a cost of $2886.34. After which, he called to inform me that it was ready, while adding that they checked the transmission and it was failing and needed replacement. If I had been informed of the transmission problem, I would not have had the catalytic converters replaced as I have to trade the car in, as the cost of a transmission is more than the value of the car.

  Business Response

  Date: 09/05/2023

  Just as *************** indicated he brought his 2017 Impala in for a specific requested repair--Replacing the Catalytic Converters. Before he brought it in he had done some trouble shooting and replaced an O2 sensor(I believe) and knew that he needed the Catalytic Converters replaced when he arrived at the dealership. He worked with a service advisor and was given an estimate of how much it would be. That repair and the charges for it were approved before he left that day. He also asked us to diagnose two other items. I do understand where *************** is coming from. However, he did not drop it off for a quote on all repairs. He dropped it off and approved 1 repair and requested diagnosis on 2 others. 

   

  We would be willing to offer **************** a 15% refund for the issue he presented. That would be $432.95.

   

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

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

  ***************************** 

  Customer Answer

  Date: 09/06/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 09/18/2023

  The business has not followed up with the agreed upon refund. It has been 16 calendar days & I have reached out to ************ multiple times.

  Business Response

  Date: 10/02/2023

  I had not seen anything from the BBB that this had reached a resolution until the letter I got on 10/2 that was dated 9/25. I have since reached out to **************** @ *******************

   

  I also went back and checked my voicemails and my emails. He did leave me a VM on 9/7. I was out of town and failed to check his message. I am sorry for any inconvenience/delay I have caused. 

   

  Once I get an email back from **************** @ ***************************** I will mail a check out. 

   

  Thanks! 

  ******

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