Larson Cadillac

We would like to extend our sincerest apologies for the delay in repair and the inconvenience it caused the customer Our intent is to provide the customer with the most thorough and expedited serviceUnfortunately sometimes this does not happen, due to complicated diagnoses, availability of parts and/or shipping delaysThe vehicle has been repaired and returned to the customer at no chargeThe extended service contract, which was purchased with the vehicle, covered the majority of the repairs and we covered the remainder in good will - Larson Customer Care

Complaint: [redacted] I am rejecting this response because: His explanation of "fully transferable(no charge)", found on Cadillac dealer websites is: Not fully transferable and there is a chargeShow me the reference for that statement!Sincerely, [redacted]

To whom it may concern: Mr [redacted] contacted us about purchasing a vehicle we had on our lotWe received a pre-approval from Kitsap credit unionWe sold Mr [redacted] the vehicle he was interested, after taking delivery he contacted us about our hour exchange programWe were more than happy to find a vehicle that suited Mr [redacted] better and we switched him to another vehicleMr [redacted] contacted us again within hours of his delivery of his second vehicle and asked us to switch him one more timeWe agreed and switched him to the vehicle he is currently contracted underMr [redacted] signed his paperwork and took delivery of his vehicle and his paperwork was delivered to our corporate office for processingOur Corporate Office contacted Kitsap Credit Union for funding on Mr [redacted] deal and at that time we were notified that they would not fund his new deal until his previous loan was paid of to the sum of approximately $dollarsWe contacted Mr [redacted] and he told us his last vehicle loan was totaled and it appeared the GAP insurance did not cover the entire balanceWe have since cut a check and mailed it to Kitsap Credit Union for processing, taking care of the outstanding sum on Mr***' previous loan and allowing Kitsap Credit Union to fund Mr [redacted] new loan

Complaint: [redacted] I am rejecting this response because: who told them to send a check to Kitsap Credit Union?Sincerely, [redacted] ***

To whom it may concern: We apologize for the delay in the refund but have confirmed that $8,has been submitted to the lender for cancellation of the service contract and key replacementWe do not currently have a cancellation form on file for the Diamond Window productWe have mailed the customer a copy of the cancellation form to be filled out and returnedUpon receipt we will submit the cancellation and deliver the refund to the lender Thank You Larson Customer Care Team

Complaint: [redacted] am rejecting this response because: Your website shows, "fully transferable (No charge)", as do other Cadillac websitesTelling me that certification is no good, unless you re-certify the car is ridiculous, since you have also told me that selling the car to a third party does not require re-certification.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the Zurich warranty for $and key replacement warranty for $have been processed per the warranty companyThey stated they've already sent this refund back to Larson, but it has not been refunded to my lender from Larson as of today I'm not sure what the diamond window warranty isBut please send me cancellation forms for the multi-shield warranty for $and the Simoniz GlassCoat warranty for $I have requested the glasscoat warranty refund multiple times over the phone Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I never asked for a rental car or any car When my car got the items stolen, I came to the lot to look at it and I was told that we dont have a loaner car for you right now so we are going to put you in a car from Enterprise I was never told that I was going to be charged for this and I never asked for it because I could have borrowed a car from family or a friend of mine that owns a dealership I was not told about owing for this car until my insurance company paid Larson for new rims, tires, and repair work because of my car getting those items stolen from their dealership When I was notified that my car was done and to come pick it up then I was told that I had to pay for the Enterprise car I was never made aware of this until that time different people at Enterprise told me that the bill is not my responsibility and I never asked them for the car or gave them permission for the extensions They have all the documentation that everything was authorized and approved by Larson and nothing was authorized or approved by me They told me that it is not my responsibility and they gave me a receipt showing balance owing They dropped me off to Larson Cadillac so I could get my car At this time, Larson Cadillac wanted me to pay them for the entire Enterprise bill which was over $and I refused to because I never asked for it or authorized any charges I asked for my car and Larson Cadillac refused to give it to me and then they decided to give me a loaner car of theirs until they could figure out what to do They decided after I talked with a few people that they would pay $of it and I would pay the rest I disagreed with this because I should not owe anything for a car that I never asked for or was told I would have to pay for They said they will not give me my car back until I pay for it I told them again like I have many times that I disagree with this I finally just said I guess I have no choice but to pay it to get my car back but I disagree with this and it is not right I wrote on the check that I gave them "under protest and reserved right to refund" This is because I am protesting the charge and I want a refund because I dont owe this money but am paying it to get my car from themOn the paperwork, I acknowledged the charge but put down I was disputing it I have made it very clear that I am disputing this charge and should not pay for something that I did not ask for or authorize Thank youSincerely, [redacted] ***

To Whom It May Concern, The Larson Automotive Group experienced a rash of thefts earlier this year, Larson Cadillac’s location was among them. Our insurance company determined that the thefts occurred without negligence on the dealership’s part as all keys were locked away and all vehicles were... kept in a reasonably secure area and therefore declined our claim requesting coverages. All vehicles (and the property within those vehicles) are the responsibility of the customer provided that the Larson Automotive Group is free of negligence and claims should be directed to their own insurance provider. As a gesture of good will, Larson Cadillac paid for 50% of Mr. ***’s rental vehicle and provided a loaner at our soonest availability to avoid any additional rental charges. We empathize with Mr. [redacted] that a rental vehicle was not covered under his insurance policy and have made our best efforts to assist him in the charges that were generated. We will be paying no additional costs of rental vehicles. Sincerely, -Larson Cadillac

Cadillac's Certified Pre-Owned warranty is transferable when sold to a 3rd partyIn order for us (a Dealer) to sell the vehicle as Certified we had to have the vehicle re-certified - Larson Customer Care

To whom it may concern, The dealership did send the second set of keys as well as the wheel lock on 6/15/I spoke with the customer today, and she informed me that she had received it via Us mail the second set of keys to her vehicle, but not the wheel lock keyAs a good will gesture the
dealership will send one more wheel lock key for the customer.Thank you for your time. Best Regards, Beth D*** Call Center/Customer Care Manager Larson Automotive Group 253-671-EXT *** Direct Line 253-248-

To whom it may concern:
 
Mr. [redacted] contacted us about purchasing a vehicle we had on our lot. We received a pre-approval from Kitsap credit union. We sold Mr. [redacted] the vehicle he was interested, after taking delivery he contacted us about our 72 hour exchange program. We were more than...

happy to find a vehicle that suited Mr. [redacted] better and we switched him to another vehicle. Mr [redacted] contacted us again within 72 hours of his delivery of his second vehicle and asked us to switch him one more time. We agreed and switched him to the vehicle he is currently contracted under. Mr. [redacted] signed his paperwork and took delivery of his vehicle and his paperwork was delivered to our corporate office for processing. Our Corporate Office contacted Kitsap Credit Union for funding on Mr. [redacted] deal and at that time we were notified that they would not fund his new deal until his previous loan was paid of to the sum of approximately $2800 dollars. We contacted Mr. [redacted] and he told us his last vehicle loan was totaled and it appeared the GAP insurance did not cover the entire balance. We have since cut a check and mailed it to Kitsap Credit Union for processing, taking care of the outstanding sum on Mr. [redacted]' previous loan and allowing Kitsap Credit Union to fund Mr. [redacted] new loan.

Complaint: [redacted]I am rejecting this response because: who told them to send a check to Kitsap Credit Union?Sincerely,[redacted]

Cadillac's Certified Pre-Owned warranty is transferable when sold to a 3rd party. In order for us (a Dealer) to sell the vehicle as Certified we had to have the vehicle re-certified.
 
- Larson Customer Care

We would like to extend our sincerest apologies for the delay in repair and the inconvenience it caused the customer.  Our intent is to provide the customer with the most thorough and expedited service. Unfortunately sometimes this does not happen, due to complicated diagnoses, availability of...

parts and/or shipping delays. The vehicle has been repaired and returned to the customer at no charge. The extended service contract, which was purchased with the vehicle, covered the majority of the repairs and we covered the remainder in good will.
 
 
- Larson Customer Care

The customer came in with their 2006 Saab 9-5 last 8 of VIN [redacted] on 04/15/17 on RO [redacted] with 83,660 miles to have the driver air bag replaced for recall 15043. All was normal. They returned 12 days later on April 27th concerned with a Service Air Bag warning light on. We rechecked our work...

at no charge to the customer on RO [redacted] at 83,813 miles. We removed the air bag and inspected / tested. No problem was found at that time. It was noted that the stage B Air Bag wire was re connected however that comes apart when the air bag is removed. The vehicle returned 05/12/17 (15 days later) with the concern of the Air Bag Light on again on RO# [redacted] at 84,007 miles. We again re tested no charge with a different technician for a second opinion. At this time, the code B0042 Driver Frontal Deployment Loop Circuit Stage 2 Resistance Low was current. Tested the Stage 2 circuits. Found there is a short at the SIR Coil and jumper harness causing only a 1.2 OHM resistance. Need to replace the Clock Spring and Harness. Estimate $854.81 after tax. Parts special order factory 1 week. The parts that are failed sit behind the steering wheel and the air bag that was replaced sits in front of the steering wheel. It is not plausible that the replacement of the driver side air bag can cause the clock spring to have excessive resistance. This is a parts failure likely due to wear and tear based on the vehicle age and miles. The air bag system runs a self-test each time the vehicle is started. The air bag light not coming on until days after the code is cleared indicates that the problem is intermittent and not a physically broken part but more likely related to wear. The recall does not provide provisions for other parts to be replaced.Best Regards,Beth D[redacted]Call Center/Customer Care Manager Larson Automotive Group253-671-6405 EXT [redacted]Direct Line [redacted]

Complaint: [redacted]I am rejecting this response because: I never asked for a rental car or any car.  When my car got the items stolen, I came to the lot to look at it and I was told that we dont have a loaner car for you right now so we are going to put you in a car from Enterprise.  I was never told that I was going to be charged for this and I never asked for it because I could have borrowed a car from family or a friend of mine that owns a dealership.  I was not told about owing for this car until my insurance company paid Larson for new rims, tires, and repair work because of my car getting those items stolen from their dealership.  When I was notified that my car was done and to come pick it up then I was told that I had to pay for the Enterprise car.  I was never made aware of this until that time.  2 different people at Enterprise told me that the bill is not my responsibility and I never asked them for the car or gave them permission for the extensions.  They have all the documentation that everything was authorized and approved by Larson and nothing was authorized or approved by me.  They told me that it is not my responsibility and they gave me a receipt showing 0 balance owing.  They dropped me off to Larson Cadillac so I could get my car.  At this time, Larson Cadillac wanted me to pay them for the entire Enterprise bill which was over $1700 and I refused to because I never asked for it or authorized any charges.  I asked for my car and Larson Cadillac refused to give it to me and then they decided to give me a loaner car of theirs until they could figure out what to do.  They decided after I talked with a few people that they would pay $1000 of it and I would pay the rest.  I disagreed with this because I should not owe anything for a car that I never asked for or was told I would have to pay for.  They said they will not give me my car back until I pay for it.  I told them again like I have many times that I disagree with this.  I finally just said I guess I have no choice but to pay it to get my car back but I disagree with this and it is not right.  I wrote on the check that I gave them "under protest and reserved right to refund".  This is because I am protesting the charge and I want a refund because I dont owe this money but am paying it to get my car from them. On the paperwork, I acknowledged the charge but put down I was disputing it.  I have made it very clear that I am disputing this charge and should not pay for something that I did not ask for or authorize.  Thank youSincerely,[redacted]

To whom it may concern:
 
We apologize for the delay in the refund but have confirmed that $8,623.21 has been submitted to the lender for cancellation of the service contract and key replacement. We do not currently have a cancellation form on file for the Diamond Window product. We have...

mailed the customer a copy of the cancellation form to be filled out and returned. Upon receipt we will submit the cancellation and deliver the refund to the lender.
 
Thank You
 
Larson Customer Care Team

Complaint: [redacted]I am rejecting this response because: His explanation of "fully transferable(no charge)", found on Cadillac dealer websites is: Not fully transferable and there is a charge. Show me the reference for that statement!Sincerely,[redacted]

To whom it may concern:
We received a letter from the customer on 6-8-16 and responded on   with:
[redacted],
I am in receipt of your letter dated 6/8/16. In it you reference the certification of your 2014 Cadillac ATS. I think there may be some misunderstandings as to the Certified Cadillac...

Program and its process of certification. I assure you that we do not charge customers unnecessary fees and that you did receive a value in the purchase of your Certified Pre-Owned Cadillac. In regards to your concern that you were charged for Certification on your vehicle is accurate however, certifiedtransfer-ability is only in the event you were to sell your vehicle that has a Cadillac certification on it to a private party buyer. In the event you buy a certified Cadillac from a Cadillac dealer, you would be charged a fee to have the vehicle certified regardless of if or when it was previously certified. The reason you see it on our site along with Cadillac's site is it is an added benefit in the event you were to sell it out on the private market you could potentially get a little more money for the transferable certified warranty to said buyer. If you have any further questions or concerns, you are free to contact either myself or Cadillac Customer Care.
Best Regards,
Brian B[redacted]
General Manager
Larson Cadillac