ComplaintsforCadillac of Naperville Inc.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Id give zero stars if I could. My pregnant wife has a 09 ******** they didnt want to buy from her but did want to do work for 3k. A day later sensor came back on and cracks just appeared on our tire. Well they went to weld it and broke the tire and couldnt even get tire back on.Director *************************** had a 3 min conversation before telling me car was junk and calling cops to kick me off property, funny thing is he still never even gave me keys when officers told me to leave. He refused to give any information and said talk to my lawyers.I did some digging and found president and ceo *************************** who was a joy as well and after 3 minutes before he hung up he said get my car off his property before its towed.I go to pick my truck up and a cops there again because they lied about threats to keep me off the property. Terrible business by selfish greedy leaders my wife has been going there for 15 years and Im happy she can finally see how theyve been ripping her off. Both made it seem like I was trying to s**** them over and was broke when we needed a car they never even tried selling us a car all this time so bought a Denali the same day and will never be involved with anything Cadillac ever again due to the scum in Naperville ********. Go report this to cops too boys. Its men like these that destroy business because of their greed and arrogance

  Business response

  02/26/2024

  We process about ****** service customers every year and I have been here for 4 years...that's approximately ****** individuals using our service department, regardless of where they purchased their cars from.  Out of all our interactions with the multitudes of people, we have not even come close to calling the police...you are the first and that is enough said.  

  We wish you well. 

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

  General Sales Manager

   

   

  Customer response

  02/27/2024

   
  Complaint: 21340689
  
  I am rejecting this response because:

  they just copy and paste same replies to everything I never had one conversation with this individual. He wasnt at Cadillac when this took place and took zero time to try to resolve the issue, his staff. Leaders know how to de escalate situations this is a great example of the children these people are 

   

  Go check complaint on dealer rather its the same reply and then after this he say good luck we wish you well. Your adorable stef 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Sirs or Madams, I personally have not conducted any business with Cadillac of Naperville since the year of ****. That is 16 years of no business, nor any service business whatsoever within 16 years now. I've even changed addresses sine then, yet thy still continue to mail to me at my new home address. For the past SIXTEEN YEARS, I have been bombarded with these sort of thick books of sales and service coupons from Cadillac of Naperville on ***** Road. But the books are being mailed from some corporate hub addresses from a **************, in *********, ********* with a **********************. I have on numerous, numerous occasions mailed out several Cease and Desist Orders from my ***************** on my behalf both to these P.O. Box addresses, and also to Cadillac Corporate Headquarters in ******, ********, requesting that "Cadillac of Naperville stop mailing coupons and offers to buy my vehicle to my residential address. They have not stopped, as I've just another set of coupons from Cadillac of Naperville just yesterday on 01/25/2023 inside of my mailbox. I DO NOT AND SHOULD NOT EVER RECEIVE SOLICITATIONS OF SALES AND/OR SERVICE FROM A BUSINESS WHICH I HAVE NOT PATRONIZED IN 16 WHOLE YEARS! I would very much like or it to stop now, please. Yes, No further contact via correspondence by the **** MAIL, NOR VIA THE TELEPHONE FROM CADILLAC OF *********, please! Thank you very much, **********************************************.

  Business response

  02/06/2023

  On behalf of Cadillac of Naperville, I apologize for continued contact.  I have verified that Cadillac of Naperville removed your contact information some time ago from our dealer management software as requested.  I did however find that ************** does have your information in their customer retention database.  I have submitted a do not contact request on your behalf that includes mail, phone, and email.  I hope this helps, but if not please feel free to contact me directly.  

   

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

  Controller

  Cadillac of Naperville

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

• Initial Complaint

  09/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had reserved a ************* (1 of only 250 produced) , a Ct5 blackwing in March 2021 though GM and choose Cadillac of Naperville to deliver the car. In September ***************************************************************************************************************************************************** December, as the owners friend wanted my car. I declined the offer. After contacting GM ** told my March order was changed to a new order placed in September 2021. Eventually my order (the substitution) was delayed at GM due to supply change issues and was changed from a 2022 model to a 2023 model with less options and a higher price. The general manager has ignored my calls and only contacted me after GM had facilitated the contact. This was blatant fraud by taking my original order and substituting with lesser car at a higher price. They still have my deposit and deny any wrongdoing. This should easily be confirmed with GM records and records at the dealer.

  Business response

  09/27/2022

  Dear ************,
  
  Let me be the first to apologize over the current situation with regards to supply chain/production issues we have been experiencing within the past year and a half in North American and throughout most of the world.Its been challenging to say the least.
  
  As you already know, all your grievances stem from variables outside the normal control of any car dealership. Ive taken it upon myself to refund you back your original deposit and still as we had discussed on numerous occasions give you the opportunity to build a similar 2023 version of your original order with us.
  
  We do not have a signed bill of sale/order between you and our store. May I recommend that you entertain coming in and signing a preliminary order that clarifies the year, make, model and any free flow options along with a price that is taxed out and totaled (out the door)
  
  Im trying my best to accommodate you, hope this makes buying a car from us easier.
  
  Best regards and many thanks,
  
  *****************************
  General Sales Manager
  Cadillac of Naperville
  

  Customer response

  09/27/2022

   
  Complaint: 18120589
  
  I am rejecting this response because:

   

  the response is inaccurate, I placed a deposit and confirmed the order in March 2021. I have a receipt from March 2021 for the deposit to *************** You switched that order with one placed on 9/15/21. The order that you replaced the original order had supply chain issues. The March order was delivered in November and supplied to the owners friend. Being dishonest and unprofessional will not result in positive outcomes.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I'm *******************************. I am a Cadillac Preferred customer MEMBER #************* MEMBER SINCE April 2021 and I decided to purchase some accessories for a trip I was taking that consisted of... Order Number : ************** Order Information:VEHICLE 1: 2015 Cadillac Escalade ESV / Sport Utility / Luxury / AWDRoof-Mounted Motion XT XL Luggage Carrier by Thule - Associated Accessories Part No. ******** MSRP$849.95 | Quantity: 1 | Delivery Method: Dealer Installation +$38.00 VEHICLE 2: VIN: ***************** / 2015 Cadillac Escalade ESV / 4 - Door Sport Utility / Luxury / AWD Removable Roof Rack Cross Rails in Black Part No. ******** MSRP$255.00 | Quantity: 1 | Delivery Method: Pickup at Dealer.I paid for installation of my luggage carrier which I thought would include installation of my Roof Rack Cross rails. I see now that the Roof Rack installation was $78. When I went to Cadillac of Naperville, I was informed that the installation of my Roof Rack Cross rails would be approx.$180 significantly higher than the advertised $78 installation price but I paid to get my vehicle and have been trying since then to recoup the difference in price. I have called and messaged on numerous occasions as well as sent emails to the service tech for a resolution but haven't received any response over these months so I am filing a complaint as to try and get a resolution by refund or equivalent services to my vehicle. I have attached emails as proof of my order and screenshots of the price of installation vs what I was charged.Thank you and all help is greatly appreciated.*******************************

  Business response

  09/16/2022

  Cadillac of Naperville is issuing a reimbursement check to ******************************* today as a goodwill/good faith gesture. We talked to ****************** today and explained that the price he paid for the cross rails on the ** Accessory website did not include installation, but Cadillac of Naperville was willing to reimburse the cost of the labor to retain the excellent working relationship that we have built with *******************

  Customer response

  09/23/2022

   
  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,
  
  *******************************

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