If I could give no stars I would. The service department needs to totally be trained on first customer service and then their pricing as the service advisors just “ pick a price”. I had so many visits that I could speak of that were horrible but I’ll stick to the last one as I took my car in two weeks before the last visit, I got home and notice my car was leaking. Week before I took it for the car fan taking a while to turn off. I called back and spoke with Gabriel who said if it’s water it’s fine but if it’s coolant you will have to bring it back. I thought it was water. Two weeks later it’s blowing hot air. I call to take it back in. Gabriel tells me “ We are booked until Tuesday ( the call was on a Thursday). I said you can get me in tomorrow ? That’s a long time to go in Florida without air. He said no Tuesday was the earliest which I felt was unreasonable being that I had already paid $678 for the car to be fix and remind you had no leaks before it was taken to them.
I get there Tuesday and go to the customer lounge after checking in and Gabriel comes in with my paperwork and says that will be $200 to access the issue you’re having. I was not happy as I had just paid that two weeks prior. I asked for the manager in service and was pointed to his office. He waved the fee. I told him I had to wait from Thursday to Tuesday to get an appointment and his reply was yes we’ve been really busy lately as if my issue wasn’t important enough to be addressed sooner being that I had already paid to have the car fixed. Once they Che led the car instead of Gabriel coming to tell me in the customer lounge the findings he called me on the phone as if I wasn’t there waiting. Unprofessional at its finest!
I was appalled at the level of customer service I received and this wasn’t the only occasion but it was the last occasion as I will not be returning. I was a 6 year customer with 2 Cadillac vehicles using them for all of my service needs and this is how I have been treated on different occasions but never again. I will spend my money else where.
On the only positive note, the gentleman who ask your name when you pull up and drive the cars to service are always personable! They were the only delight!
Update***** see message attached below from Randy Marion…. I STILL Have NOT received a call from anyone even if it was just a service recovery call. No nothing! THE WORSE and I would not ever recommend them to anyone!