I hate to be negative but Cadillac needs to do something about their customer service. I had a couple of friends just buy brand new cars. One bought a DeVille. He's a professional male in his mid 40s that makes great money. He's a business man. This is the demographic Cadillac is targeting. Right? Well, this business man is used to "business" going smoothly. His purchase was everything but smooth.

To beginwith, he was treated badly at three different dealerships. He was belittled by one Sales Manager who didn't know what he was talking about, told to "come back later" when he arrived on-time for an appointment to discuss buying a new DeVille, and paid over $500.00 more than he was quoted for the deal they made by a salesman who said, "You must have misunderstood me".

What kind of service is this?!

Now his DeVille is making some funny noises and he had to argue with service advisors because they were telling him:

#1. We fixed the noise. It was your easy pass in the ashtray.

#2. Are you sure it's not your keys?

Just yesterday, they verified that the sound was there. But why did they have to insult his intelligence? Why couldn't they give him the benefit of the doubt? He bought a Cadillac because I told him things are getting better. His STS was falling apart all over the place - but he still loves the car. However, each and every time he's gone into an Acura, Lexus, Infiniti, BMW, Mercedes, Audi or Volvo dealer (even a Toyota dealer to help a friend of his buy a car), he was treated with great respect! Still, he took my word for it and bought another Caddy.

When is Cadillac going to learn how to treat their customers? I understand it's not like this everywhere you go - but Cadillac itself needs to take some accountability for this. They can't just hire anybody and roll with the punches. These employees need some sort of training. I know it's possible - they're getting the proper training everywhere else. When he complained to Cadillac corporate via letter, they wrote him back stating that he needed to "take it up with the dealer". Why? Don't they care? Obviously not.

There's a lot of other customer service issues I can tell you about - but why go on and on? These two friends were looking for their cars for about two weeks. So I've got two weeks of nothing but complaints. And, unfortunately, the other guy bought an Acura...

Any thoughts?

Sal,

I know personally what you mean! I am known in my area as a tough customer. I question everything! They cringe when I walk in the Service department door. Some of the stories they come up with at times are really something (to which I reply..."I was born at night...but not last night!). My Caddy is certified so they always pay, but for someone not as assertive they end up paying big time. My main gripe it when I have to bring it back two and three times for the same repair! Enough of my venting.

I do feel that Cadillac is out of touch with their customer base. Yes, they are making some fine and exciting new products, but to tick off a loyal customer or even have a new sale walk out of the showroom and buy an import! That is just wrong. They just look at us as "walking wallets" (most I've worked with). They don't understand how we feel about our Caddy's. They (dealerships) need to take heat from Cadillac corporate about customer satisfaction...some things will not change!
Thanks for letting me vent.
Paul

That's really bad!
Too bad for his sake that he chose THAT dealer to purchase the car.
Too bad THAT dealer doesn't get a verbal whipping from Dealer Development.

When my Dad bought the DTS last year they treated him like royality. The saless manager, the salesmen, EVERYBODY! He was also treated very well in the service department when on my car (when new) it needed a new oil gasket due to a leak, and covered under warrenty.

I cannot imagine why they treated your friend like that but don't they want a good reputation? Don't they want repeat buyers who are happy and will possibly tell all their friends about their dealership?? It makes no sense from a business standpoint!

I don't know.. Let's seriously think about putting together a letter and getting signatures (maybe a web page with digital signatures) about Cadillac customer service.. I'd really like this to improve but how will it happen if there are no "voices". Let's seriously think of something to help our favorite brand.. If we say nothing, there will be no improvement...

I don't know.. Let's seriously think about putting together a letter and getting signatures (maybe a web page with digital signatures) about Cadillac customer service.. I'd really like this to improve but how will it happen if there are no "voices". Let's seriously think of something to help our favorite brand.. If we say nothing, there will be no improvement...

Let me know what I can do. I write good letters. ;)

Maybe your friend can write a letter, post it here, and we can help "tweak it" a bit to make it more effective?

I have heard this alot... and that Lexus delaers etc... treat you like you bought a new car if you show up in a 12 year old beater for service...

for the average person that dosn't care about the car they drive, other then they want something new and that shines.... I think the way they are treated has alot to do with it.... if they go to Cadillac, and are treated like crap, then go to Lexus and they treat them like their best friend.... the person really could care less about driving either car, but they will go where they are treated nice, and where they can trust the dealer for future service work.... JMO

he closest Cadillac dealership... eh... I have went in a few times for various things, and I get the same thing "the car is over 10 years old, we don't carry anything for it" atleast with the local Chevy dealer, the parts guy came out to my car to comfirm what his computer said, said it was a really nice car, then said that GM dosn't make the part anymore....

I don't go to the dealer for anything though....

I will try and find out which GM excutive we can write. Maybe Jim Taylor or Gary Cowger. The reason Cadillac Customer Service stinks is because they outsource it. The people they outsource to are ignorant and do not know anything about the company and it is easiest for them to just "take it up with your dealer." Sal that really stinks and if I were you I would be upset and embarased. Oh by the way Cadillac got 3rd place in JD power customer satisfaction survey for 2004. I really respect the top dogs at GM for what they say(thats all I know of them) they seem like they care. I guess for the price they are paid a year they probably do quite a bit. I think Cadillac may cut costs a bit with the dealer service departments so they get crudy people who work for less and know less. You would think though that getting it done right in the first place with a top notch mechanic would save money.

I'd say the problem is confined to only a few dealers. Bommarito Infiniti/Cadillac treats me well when I bring in my 12 year old Q45. Plaza Infiniti/Cadillac/BMW/MB/Porsche however, I've written angry letters to.

It is still unacceptable and I think if they really knew they would be pissed.

If I were that customer I'd be making sure the owner of the dealership found out about it from me face to face. The buck has to stop with someone in that place. I don't hesitate to go right to the man in charge in a situation like that. If he turns out to be an idiot too, I just take my business elsewhere. When I'm spending money somewhere, they are gonna kiss my ass, not the other way around.

I believe in the latest scores via JD Power & Co. that Infiniti scored the highest and among domestics the #1 was Lincoln.

Cadillac smoked Lincoln in reliablity and Lexus was #1 cadillac #2.

Lincoln did beat Cadillac just barely in costumer satisfaction they are in the top 5.

I've sent letters to GM Cadillac Division about dealers and they reply with" speak to the dealer manager".

Arkansas' main Cadillac Dealer (Parker Cadillac here is Little Rock) is considered by many to be one of the best dealers in the country. They've been here forever and all they sell it Cadillac (and they always boast that they are Arkansas' only "true" Cadillac dealership.)

But anyways, back to customer service, they always treat the customer good. Take for example - me - a 16 year old with a diesel cadillac. I went in there last month to get a new coolant overflow reservoir. They COULD have cringed at the very sight of a diesel cadillac, BUT they were more than willing to service my 25 year old car. The only thing was that they said that they WOULD NOT touch the diesel engine (which is understandable i guess :sneaky: ) but they got me a new reservoir and everything went okay.

It also might have something to do with the fact that the car was purchased from them? Maybe they show returning customers more gratitude than those who've bought elsewere?

I can't believe a dealership can treat their patrons like this. I have been lucky, I bought my previous Suburbans, Denali, and now my ESV Platinum from the same dealership. They go the extra mile to make sure I am happy. No wonder I drive 40 miles from my home and past 2 other Cadillac dealerships time and time again. If anyone is in the area, I highly recommend Duke Cadillac in Suffolk, VA. One of the few respectable family owned dealerships left.