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Are you satisfied with the service & care provided by your dealership or other shop?

Regardless of where you purchased your vehicle and disregarding whether you purchased it new or used, are you satisfied/happy with the service that your dealership or other shop is providing? Do you feel like you are being treated as an owner of a luxury vehicle? How long have you been taking your car to your current service provider? What improvements would you suggest to your service provider to make your experience more satisfying? State anything else that you would like other owners to hear and the dealers to see where they are failing to satisfy you and likely other owners.
 

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Re: Are you satisfied with the service & care provided by your dealership or other sh

The dealer I use is great in both service and sales. A little background on the dealer, They sell all four GM brands out of the same building and showroom. I don't think they sell a lot of Cadillacs. By a lot I mean sales numbers like 25 a month or more. I owned a '14 CTS that I bought from my hometown Chevy, Cadillac dealer. I had no complaints on the sales transaction, But their service Department SUCKED BIG TIME. The condition they returned my car one time was so bad I wrote a letter of complaint to everyone I could think of at GM HQ. I think a herd of chimpanzees could have done a better job.

That is when I started going to the dealer about 25 miles down the road in Mississippi. The service writers are quick and will bend over backwards to help you. I showed up one time without any notice with a issue I had with the CTS and requested a loaner. This being a small dealer they don't keep a couple dozen Cadillac's for loaners. The young girl who handles the loaners was very apologetic in saying they didn't have a Cadillac loaner to give me. I consider myself an easy to please person and I told her that was fine, I'll take a Chevy Spark if I have to. I just need some wheels until my car is fixed. Oh No she says, We CAN'T do that. It isn't allowed by GM. A few minutes later she came driving up in a Chevy Tahoe LTZ that had only 4 miles on the odometer.

I needed some body shop work once due to a minor fender bender. When they returned the car it was in showroom condition. there wasn't even a plastic fastener missing from any place. I know because I looked.

The greatest thing the service writer did for me was replace the battery under warranty. I took the car in for routine maint. I was talking to the guy about checking the battery because I have had the car for close to 4 years and it was a year old from the build date when I bought it. I don't trust battery's when they get past 4 or 5 years old. When they go out by losing a cell or something they just DIE. You pull up at the gas pump and fill the tank, get back in and hit the start button and get NOTHING. The days of starting a car with a weak battery are gone. If the computer doesn't read 12 volts, You're SOL. He wrote it up as "customer complains of weak battery". So it was replaced under warranty. I didn't learn this until I went to pick up the car expecting to pay out of pocket for it if replaced.

A couple of months later I traded for a '18 XT5. The sales part at the dealer was just as good as the service dept.

I get a chuckle when I read postings on this forum from members saying they will only do business with exclusive Cadillac dealers because the sales and service are better if they aren't sharing space with Chevy's or some other brands. For me it is the complete opposite. When I was shopping for the '14 CTS I went to the Exclusive Cadillac dealer in New Orleans. By the time I was able to escape out the door I checked my wallet to make sure they didn't steal it. I noticed my shirt was half untucked as they were trying to get it too.
 

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Re: Are you satisfied with the service & care provided by your dealership or other sh

Ha ha! Great post Richard427. You reminded me of the two standalone Cadillac dealer near my home. :)
 

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Re: Are you satisfied with the service & care provided by your dealership or other sh

Ha ha! Great post Richard427. You reminded me of the two standalone Cadillac dealer near my home. :)
This place was terrible. All these guys needed was the plaid pants and red sport coat with white patent leather shoes and belt to complete the look of a crooked used car salesman.
 

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Re: Are you satisfied with the service & care provided by your dealership or other sh

To OP,
Is the question cathartic, or will you be doing something useful with the info? It's well known that Cadillac dealers are inconsistent on the customer experience. It's a common complaint. Mine is good. Other people's not so much.
 

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Re: Are you satisfied with the service & care provided by your dealership or other sh

This place was terrible. All these guys needed was the plaid pants and red sport coat with white patent leather shoes and belt to complete the look of a crooked used car salesman.
Don't forget the multicolored pennants snapping in the wind. :)
 

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Re: Are you satisfied with the service & care provided by your dealership or other sh

The dealer that service my car is pretty good. They do as much as they can within GM's guidelines. They bend them a little when possible. It's a dealer group with nineteen marquees. They have all the GM brands and several other makers goods.

Last week I did something against my better judgement. I need a small amount of touchup paint for a chip on the lower edge of the deck lid. I drove to one of the two terrible Cadillac dealers on my way home from my independent mechanic. I knew that was wrong as I was driving.

I arrived to no customer parking spaces because the lot was not plowed. I parked along side the showroom. I went inside to a place that was seedier than I remembered. They remodeled since I was last there making the place more cramped. I went to a service writer. He needed the VIN. Got the registration and went back inside. Service writer told me to go to parts pointing in that direction. I thanked him and walked into the service area to get to parts. Finally my good sense kicked in and I went back to my car and drove home.

I emailed the assistant service manager who helps me with my Cad at the good dealer. He placed the order and said he will phone me when it's in. I'm so glad I got out of that other place. They don't deserve my business. It's a tiny amount but I just don't want to spend anything with them. I'll have about a 45-60 minute drive to the good dealer but I feel much better about it.
 

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Re: Are you satisfied with the service & care provided by your dealership or other sh

I have taken our Cadillac's to the local Chevy Buick garage for warranty, they don't have loaner cars but it's not a big deal for me. If I had a major repair or serious electrical issue I would drive an hour to Holm Cadillac. They have a Cadillac specialist and a very good reputation. I did have a negative service experience at a Chevy/Honda/Cadillac dealer a few years ago. GM pulled their Cadillac franchise.
 

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Re: Are you satisfied with the service & care provided by your dealership or other sh

My dealers service department is why have purchased 7 cars from the same dealership over the past 13 years.
 

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Re: Are you satisfied with the service & care provided by your dealership or other sh

I've tried two different dealers. Both seem to be about the same. The online appointment web page is pretty useless. They always call and say they are too busy that day. They don't seem to like to give out loaners. Whenever I mention a noise, the response is the same: "We cannot find the issue." Even though I hear it on every outing.

I did have to have a mirror motor replaced, they said they found a used full mirror and motor, so they saved me a couple hundred bucks. I blame it on the car wash always turning the mirror up. They didn't want anything to do with compensating for the repair.
 

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Re: Are you satisfied with the service & care provided by your dealership or other sh

In the past I would take my cars to the same dealer here in FLL. My last gen 2011 was in for the final oil change under the B2B and they just decided that all they needed to do was add 6 quarts of new oil. I am lucky that I discovered it about 4 hours later having only driven from the dealer to my home, about 3 miles or so. That was about 4 years ago...needless to say my 16 has not been in for any "free" service included in the B2B.
 

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I bought mine from my dealership. We have 24 different dealerships, in our company. I just happen to be at a Nissan dealership. I found my baby at one of our other places and snagged it up. Sadly, it's had a few issues, it is a 54k mile 2015.the backup camera module was screwing up my CUE screen. It wouldn't turn on for days on end. And my passenger occupancy sensor keeps dinging, when it's empty. My cadillac shop fixed the șeat once, but it's doing it again. They removed the backup camera, because there's bulletins up about the GM 3rd party cameras causing issues with the cue system. So needless to say, I'm without a bu camera.
I honestly wouldn't recommend our cadillac shop to anyone. I had to have another dealership do the work. Ugh. Love my company, not the service shops.
 

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I was very pleased with the Cadillac dealer that was servicing my car until this last visit. The service writer who helped me on other visits has been promoted to assistant service manager. That's a well deserved promotion. They have him running ragged. I hope they don't burn him out.

The service writer on the last visit is a young kid with the soul of a used car salesman on a tote the note lot. I had a printed list of issues in addition to the two open recalls. He tossed the list to the side and wanted a recitation. There is a reason we write things down.

Next day he called to tell me the car was ready. He launched into a long explanation of what was done for the gremlins. At home I reviewed the repair order. The recalls were done. Everything else cannot be duplicated, functions as designed, no codes. blah, blah blah

Now the seat heaters and rear defroster come on when it's 80' outside. Yesterday I was in a driving rain. Windshield was totally covered in fog. Defoggers did not come on. I'll check to see if they screwed something up in settings. I used a British defogger yesterday as that was not the time to navigate several submenus.

Last Cadillac fo me.

I have a good independent shop. They will refer to a dealer or specialist if a job is out of scope for them. I doubt I'll return to a Cadillac dealer for service unless absolutely necessary.
 

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Our Dealer, a combo Chevy/Cad one is OK but there is one thing I could never understand. One would think we owners are one of the best prospects for a new car. When we schedule service why isn't the sales rep notified so they could stop by the service dept. at our scheduled time and just say hello to a potential client. Perhaps tell them a little about the new Cadillacs. If the customer is waiting for their car to be repaired or oil changed the sales person has a captive audience who has the time to listen. I also think that Dealers should make standard services like an oil change competitive with our local mechanics. Having contact with their customers on a regular basis should be a plus.
 

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@JackB, prior to this car purchase my salesman was my only contact with the dealership. He scheduled service for me. On rare event if there was a service issue he ran the middle. I only had to call him when I needed/wanted something. He was a consummate pro who didn't want any of his Cadillac customers unhappy ever.

He retired so I'm out here in the cold cruel world with this Cadillac. In all fairness my previous Cadillacs were superior to this one. Service was maintenance or wear and tear only. Never a warranty issue or a recall. Great cars. I truly enjoyed them!
 
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