ComplaintsforPenske Cadillac of South Bay

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I left my 2023 GMC ****** in the care of Penske Cadillac to have a tantamount of repairs made to be covered under warranty on February 27, 2023 and when I went to pick the truck up today March 15, 2023, I discovered the truck to have been hit on the rear bumper, the paint of the hood is damaged and dug out to expose metal. The vehicle was clearly left outside during the rain and inclement weather conditions as there is bird feces, water stains, black smudges and damage all over the vehicle. This is unacceptable and the dealership is taking zero responsibility.

  Business response

  03/27/2023

  Re: ***************** 2022 GMC Sierra  1500

  Ro, *********** miles

  Customer had his vehicle in for repairs and upon pick up vehicle did have some bird droppings at the same time it was raining, He notice the rear bumper step on left side had a scuff **** and also top of grill painted area had a scratch from technician repairing the engine. I explained that the birds the vehicle had been washed and sat waiting to be picked up and I cant control the birds, I will have them rewash the vehicle and I told him I would order a new step for his rear bumper and the front top painted grill area I will take care of it and would need the vehicle for a couple of days for this repair, so when the step comes in we can repair all of the issue's, A free rental car will be provided at that time during the repair. His Advisor wrote a repair order and ordered the step for his truck and will call when the part arrives and will schedule a good time for him to get the vehicle repaired.

   

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my brand new Cadillac Escalade to Penske in South Bay been having my truck there for 2 months now with no repair done they loan me Toyota Corolla that is not even compare to what I took i message ones week to check up on my Escalade but no date no idea when will it be ready

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/10/06) */ Vehicle had the stabilitrack and ABS light on. Dealer needed GM field service engineer involvement to diagnose concern. GM FSE and technician determined the vehicle had a transmission concern. Dealer ordered parts and parts were on a back order. Customer was advised on 10/05/2022 that vehicle is completed and available for pick up.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had taken the vehicle ********************** cadilliac dealer. Have a issue wirh electrical. 2019 *******.... and as of todays date 9/14/2022. . They diagnosed the problem . And was charged $195.00 for a diagnostic fee. And the cause of it was Penske cadillac was the one who installed it in my vehicle before i purchased it . And ********* cadillac said to take car to Penske Cadillac . Where i purchaed car . Called to penske cadilliac and they said to bring vehicle on 9/16/22. Spoke to******* I said ok. ***** called back and said they are months out for vehicles to do work. Then she said to call back next month. That to me is poor service .

  Business response

  10/17/2022

  Consumer Response /* (-5, 5, 2022/09/16) */ Penske cadillac called yesterday. And said to bring car in on tuesday Sept 20th 2022. I am still seeking reimbursement for the diagostic for $199.00 Business Response /* (1000, 6, 2022/09/16) */ cUSTOMER IS SCHEDULED TO COME IN 9/20/2022 TO DEALERSHIP, WE CAN SCHEDULE THE ALARM COMPANY TO GO TO HIS LOCATION FOR REMOVAL. WE CAN HANDLE EITHER WAY THE CUSTOMER WISHES, NOT SURE OF THE SCHEDULE FOR THE ALARM COMPANY TO ASSIST. Consumer Response /* (3000, 8, 2022/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) And when i come to drop of the vehicle on 9/20/2022.. I am going to request for *** rental. Business Response /* (-10, 15, 2022/10/03) */ Penske removed alarm from customer vehicle and is now working on reimbursement to customer from the expense ************* Customer supplied copies of his invoice from ********* Cadillac. Business Response /* (4000, 18, 2022/10/03) */ Check for $195.00 is being issued to ************* as his reimbursement.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  ************************ was ripped off. He took a ******** that he purchased there years prior.... He had been there numerous times for sunroof issues. The roof finally flew off and was taking to ***************. They quoted him a price of around 2300... The car was dropped off 7-29-2022 and picked up 8-15-2022.. no rental or any other car was offered for inconvenience of having it for so long.. My father picked the car up on his own and did not see that there was so much damage to the car.. Not only was the sunroof not replaced with original sunroof that was on before... but he was told that it could never be open he was also told that he would have to take it somewhere else to be sealed... there are gaps in the roof they damage the back rear light is now hanging and they charged him more money ( $1000 more) they either need to complete the repairs or refund the money I have before and after pictures.

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/08/29) */ Vehicle sunroof was ordered from customer through our parts department, Sunroof was hole was open with no glass sunroof but residue of duct tape all the around the sunroof hole. Customer went to service asst manager for getting the part he had ordered installed, he ordered just the glass only, the *** wrote the customer's vehicle up and technician inspected and advised of all parts needed but most parts have been discontinued *****. The ordered the guides to attach the glass sunroof to, The sunroof motor, shade weatherstrip and lace all are discontinued. The customers vehicle sunroof was missing along with shade and guides upon entering service, sunroof motor and cables were non functional, sound to be striped gears and cables. The repair was done as best as possible and since sunroof repair was missing seal the *** recommended to have a glass company seal the sunroof. The Customer Mr. ****************** understood the situation of his sunroof issue and the final repair. The repair came to $2750.00 Labor $904.72 Parts $1845.28 plus Tax Consumer Response /* (3000, 7, 2022/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They need to fix it or return some of the money

• Initial Complaint

  05/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On March 1, 2022 I filed my initial complaint against General Motors Corporation (ID# ********), since Penske South Bay indicated that the delay in the repair of my vehicle was corporate related. On January 26, 2022 I had taken my 2017 Buick Envision (vin# *****************/approx 44,000 miles) that was displaying multiple dashboard indicators, and the doors were locking and unlocking on their own. I was told it was the power steering module, and not drivable, my vehicle was not returned to me until March 25, 2022. During this time I continued to make auto payments, pay monthly insurance coverage premiums and rental car expenses. With the filing of my complaint against General Motors Corporation, they did reimburse my rental car expenses. Unfortunately, I had to reach out to the dealership on March 28, 2022 due to the return of the same error messages my vehicle originally experienced. I was asked to drive it a few more days record dates, times and message(s) displayed on dash. I provided on a daily basis video of the dashboard activity, until March 31, 2022 when I returned the vehicle to the dealership, the messages were becoming more concerning. On April 7, 2022 I received a call from my service representative informing me that there had been an accident involving my vehicle. While it was out for a test drive, the technician ran my vehicle into the rear of a semi-truck. I informed them after seeing the damage that I would not be taking back possession of my vehicle, I retrieved my personal belongings, license plates (handicapped plates), and recently returned 2nd key. I'm still making auto payments, deleted auto from my auto insurance, and registered it non-operational. Corporate instructed me to research KBB, Carmax, Caravan, etc. to get a since of my vehicles value prior to damage. In using the Ready to Trade In or Sell your Car feature on Penske web page my vehicle value is $**********. To the date of this filing I'm awaiting resolution from the dealership.

  Business response

  06/14/2022

  Business Response /* (1000, 5, 2022/05/25) */ Penske will honor the KBB price for her vehicle as trade in and will work with her on new vehicle purchase of a Buick or Cadillac along with any other GM program certificates or programs available available at current time. Just spoke to customer and she will be in on May 27, 2022 Consumer Response /* (3000, 7, 2022/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) On May 27, 2022 @ 11am I met with **************** (General Manager), ************* (Service Manager), and************ (Sales and Leasing Specialist) to discuss a resolution to the complaint filed. We came to terms regarding the replacement of my damaged vehicle. The agreement requires the dealership receiving the replacement vehicle (which is in transit) within the next 2-3 weeks. I have made them aware that I'm not willing to have this resolution remain unresolved or not fulfilled within this time frame.Because we are still in limbo awaiting the vehicle I am unwilling to say that the fulfillment of resolution is complete. I will hopefully be able to respond more definitively with the next 2-3 weeks.

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