ComplaintsforVoss Village Cadillac

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2014 Cadillac ATS in their shop for service to repair/replace the rear differential in my car. 10 WEEKS later they call to tell me it's finally done. My glass screen display for my car is cracked and splitting apart. It's probably unusable in most areas.And they refuse to fix it. There was zero signs of any damage in that area of the car, when I left my car with them. I paid them all that money for them to fix my car and I get it back like that. I left my car on the lot cause I didn't want to drive off with it like that and then they blame me for it. Please help me with this. It would be thousands more to fix this. And they clearly broke it.

  

  Business response

  03/12/2024

  Customer brought the vehicle in on 10/09/23 for an oil change, key fob battery, and to check the rear of the vehicle for a leak.  We found the rear axle completely covered in fluid.  We recommended an overhaul of the rear differential. Customer decline repairs at that time.  The vehicle was brought back in on 12/18/23 to have the rear differential repairs completed.  The technician noticed upon bringing the vehicle into the service bay that the differential was very noisy.  We recommended replacement of the differential at that time instead of replacing the leaking seals we previously recommended.  Customer was sent the estimate via email and text on 12/19/23.  Customer approved repairs on 12/20/23 at 8:30am over the phone with his service advisor.
  
  The rear differential was on back order and customer was made aware of the delay when he approved the repairs.  We ordered the differential and opened up a SPAC case with GM.  Over the course of January and February we were in contact with customer to provide estimated arrival of the differential.  We received the differential on Monday February 26, 2024.  The vehicle was completed and customer was called to pick up vehicle on February 28, 2024. 
  
  Customer came into the dealership on February 29, 2024 to pick up vehicle, paid the invoice, and proceeded to leave the dealership but returned and approached his service advisor.  Customer stated that we damaged his radio screen. Customer claimed that when the vehicle was dropped the screen didn't look like that, and we were doing "shady shit."  Customer was informed that our service manager was out and would return next week and would contact him at that time. Customer continued to talk about how shady Voss was and he wasn't taking his vehicle because "his shit wasn't like that when he dropped it off". Customer was advised that there are known concerns with the screens delaminating, and he still was adamant that we damaged the vehicle.  Customer left the vehicle at the dealership. 
  
  Our service manager returned Monday March 4, 2024. A policy evaluation tool was run through GM to request some cost assistance with the CUE (radio screen) replacement.  GM declined any cost assistance as the vehicle is almost 4 years out of warranty and has 120,000 miles.  Service manager contacted customer and customer stated that his "shit wasn't like that when he dropped it off," "someone is going to fix his shit". Our service manager tried to explain that GM had known concerns for this issue and that Voss tried to get assistance from General Motors/Cadillac.  He continued to talk over and swear at our service manager. Customer stated that there was a clear impact on the radio causing the cracks and Voss "damaged his shit".  At that time, our service manager tried giving the customer a few options, however was cut off and customer demanded "we were going to fix his shit."  Service manager asked him not to talk in that manner and customer responded with " I just did, what are you going to f*****g do about it."  At that point the phone call was terminated. 
  
  Customer returned to dealership on March 6, 2024 to pick up his vehicle.  While he was here, he continued to berate us and called us liars.  Upon leaving he called our service manager, a female, a very derogatory name.
  
  Attached are photos of the CUE screen showing that all four corners are delaminating from the inside out.
  
  Voss didn't cause the CUE screen to delaminate and there was no such impact to the screen causing the damage.  We are not responsible for the CUE unit. Customer would be responsible for the cost of the replacement and labor if he elects to have the repairs done. Based on his actions and how customer treated our employees, customer is no longer welcome in any of our dealerships.  

• Initial Complaint

  10/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I dropped my vehicle off to Voss Village Cadillac on 10/05/2023 at 10am. This was the exact date and time of my scheduled appointment. At the time of arrival I was told I was not able to be provided a loaner call. Which by the way, should be listed somewhere on the site. This gives me and others the opportunity to seek out a different dealership. After reviewing my vehicle concerns With ******, he told me it would be about “a day or so” before he got back to me in regards to the diagnostics. I took an Uber to rental car place and got myself into a rental car. I patiently waited for 5 days hoping to hear an update about my vehicle. On 10/11/2023 I called ******. I expressed to him that I needed an update on my vehicle and this is when I was told my car hadn’t even been touched. He then proceeded to tell me, the dealership would “probably” get to it on Friday. There was no apology, no empathy, nothing. A few moments later I called the service center back and requested to speak with the manager. I was then placed on the phone with **** *****. I explained to her my disappointment with the lack of communication and customer service in regards to how my experience was being handled. She at that point proceeded to say I could not be in a loaner as her loaners are for safety issues only. She then states they are backed up on cars due to parts. I asked her if this is the case, why are they still accepting appointments? Why isn’t this being communicated at drop off? Why is it that my vehicle wasn’t pulled back, assessed and then a call be made with the diagnostics all the while letting me know it could be 5-7 days before I would be worked on. Giving me the opportunity to pick up my vehicle as it’s still operable. She had absolutely no resolution to me spending over $700 dollars for a rental, and counting, and showed no empathy either. I then received a text message 4 hours later than my car will require over 5k worth of work when I just had 7k worth of work done a year and a half ago. I do not feel the assessment is accurate. I do not trust that they care as they diminished my concerns, and I would like to speak to someone above **** ***** who will ADEQUATELY provide some type of service recovery in this matter.

  

  Business response

  10/23/2023

  Customer owns a 2013 Cadillac ATS with 137,736 miles. Customer had an appointment scheduled online for just a brake inspection as a waiter at 10:00am on October 5, 2023.   We do not allow loaners to be scheduled online and it states to contact us to schedule an appointment with a loaner. 
  
  Upon arrival at the dealership the customer was advised by our service advisor that our online scheduling portal would not allow a customer to put the other concerns, likely because the capacity wasn't available for the day customer picked to bring vehicle to dealership.  Our advisor informed the customer that it would be a day or two before we could look at the vehicle as the customer had many concerns beyond the brakes.  Our advisor did a poor job of following up with the customer which was an oversight on our part. 
  
  On October 11, 2023 the customer called and was unhappy that they had not heard from our advisor which we understood and apologized.  We spoke with the customer and explained we have limited loaner cars and they are reserved for bumper-to-bumper safety only concerns, and we had none available.  We also explained that the shop had big jobs with parts that had been ordered prior to customer’s vehicle coming in and that the customer’s appointment that was scheduled online was to speak with the advisor and that a technician was not reserved.  After speaking with customer, we dispatched the vehicle out to the shop (pausing work being done on other cars already scheduled in the shop) to have a technician perform the diagnostics.
  
  We created an estimate and sent it to customer through our online portal. 
  Customer needs front and rear brakes, has the upper oil pan leaking and rear axle seals are leaking.  The rear axle seals are covered under a parts warranty; however, the oil pan is leaking above where previous repairs were completed and there is no warranty (customer had repairs completed at a dealer in California in June of 2022).  We never received approval to complete any repairs, therefore nothing was done to the vehicle.  We do have the parts in stock to repair the rear differential.  Customer picked the vehicle up on a Saturday, October 14, 2023. We would be happy to schedule this service work if the customer would like to proceed.  The appointment would have to be scheduled with the service manager via phone call. 

  Customer response

  10/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: the company took no accountability in their poor customer service. Once again, only offered excuses. It is not the customer’s problem if they’re behind schedule with other vehicles nor do I care. I took my vehicle to another dealership where the customer service was top tier. They upfront and honest about the wait time, provided me a loaner vehicle, and also told me majority of the work that needed to be done is UNDER WARRANTY! I was also told there is only ONE oil pan on my vehicle when VOSS VILLAGE stated I had a SECOND oil pan leak in addition to the one I had fixed previously! They did not agree with VOSS VILLAGES claims and stated I was being taken advantage of. Once the final repairs are completed, I will revisiting this again. Not only is the customer service poor, they are also dishonest. It’s a shame because I have been a customer for well over 12 years. I will NEVER step foot in this place again. They’re full of excuses, take no accountability, and dishonest. The service center has tremendously gone downhill since **** *****. The incorrect diagnostics and charges for my vehicle will be addressed and no excuses will be accepted. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6-14-22 I had an appointment with Voss Village Collision center for an estimate to have my trunk repaired. I bumped into my lawnmower backing into my garage. The appointment was for 9-19-22 to drop the car off to have the damage repaired to the trunk of my car where the emblem & backup camera is. I dropped it off before the shop opened. They first called me stating that they needed to order the emblem for the trunk & it was on back order from the supplier & they don't know how long that is going to take. I asked could they put the trunk on my car and give it to me so I can drive it & when the emblems come in they can call me to come and have them put on my trunk then. They said it was disassembled and could not reassemble it at that time. So I said OK. Then they called and said they needed to order backup light for the trunk because it was damaged. I said OK to that they they called me again stating they needed to order the trunk hinges because the trunk would not close and they were damaged in the wreck. I said I wasn't in a wreck I bumped up against my lawnmower handle backing in my garage going less than 2 miles per hour. the rep stated that it only takes a little bit for it to be damaged. I said the damage would have been to my bumper & the back of my garage if I was going any faster than that. Then the rep emailed me some pictures of a trunk on a red car but I don't know if that was my car he took pictures of. When I brought my car in for the estimate this would have been discovered at that time but there was nothing mentioned on my estimate about the trunk hinges were damaged or that the trunk would not close.

  

  Business response

  10/25/2022

  Customer dropped the vehicle off for repairs on 9/19/2022. The estimate attached to the complaint by the customer, was the estimate of record written by ***********. This estimate was received by us on 9/21/2022, and the customer was notified by text message of repair status at that time. After disassembling the vehicle per estimate to perform the repairs, a supplement for additional parts and labor were needed. We then notified *********** of supplemental items and a *********** appraiser arrived on site to reinspect the vehicle. One of the parts on this supplement was the high mount brake lamp, located at the top of the trunk lid. This part was on back order. The customer was once again notified of the repair status and the back ordered part by phone on 10/06/2022. We continued with the repair process, and attempted to install the new trunk lid on the vehicle. At that time, we made several attempts to reach proper fit, finish and alignment of the new trunk lid. It was apparent, as seen in the photos we've attached the trunk lid hinges had been damaged due to the impact reported in this insurance claim. At that time, we once again contacted *********** to submit a second supplement. This supplement would be to replace the trunk lid hinges, and all labor associated with this procedure. Upon arrival and further inspection of the vehicle, the *********** appraiser made the decision to replace the trunk lid hinges. After installing the new trunk lid hinges we were able to reach proper fit, finish and alignment of the trunk lid. We once again notified the customer, we still had not received the high mount brake lamp. This notification was sent to the customer in the form of text message on 10/17/2022. On 10/19/2022, we once again sent a text message to the customer informing the high mount brake lamp has arrived, and we can now finish repairs. All repairs were paid for by *********** insurance, in the amount of $4,463.79. The customer was responsible for paying their $500.00 deductible. The customer has since taken possession of the vehicle.

*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. ↩