Sewell Cadillac of Grapevine

I have recently moved to the area from E Texas. I have purchased and driven many Cadillacs in the past 25 years. Cadillac dealer in Longview TX, always serviced them! Always great experience! Today I took my Cadillac to Sewell in Grapevine! I was welcomed, had an appointment, so was immediately seated in the waiting room. The service advisor informed me that i had a nail in my tire and could not be patched because of location. So, I purchased a new tire! After all was finished, I paid and left! On my way home, I remembered that I did not receive a warranty at all on the new tire…….i have never purchased tires without getting warranty! So, i called service department when I got home and asked them. The young lady told me that they did not give warranties, that I would have to call the tire company, but she would give a message to service department to call me. They did not. I called again….same thing…..then, at 6:30, this evening, made another call and stated that no one had returned my call! That person that I talked with said all service dept agents busy, but he would give my number to manager to call me…… Needless to say, I am appalled at every person that answered the phone just passed the buck! They also charged extra to mount the tire and balance it! Guess I will go back to E Texas the next time!!!!! S Johns

Purchased a car out of state. The entire team at the dealership worked with me to make the process seamless and efficient. In and out of the store in under two hours with a test drive.

On Feb. 2, I took my Cadillac XT5 car in to Sewell Cadillac of Grapevine for scheduled maintenance. There was a small chip in the windshield, about 1/4" round. Despite freezing temperatures, a Sewell employee turned the defroster on full blast with the heater on its highest setting, and the chip spread into a 30"+ crack that ran in both directions, splitting the driver side line-of-sight and running into the passenger side corner. I noticed the crack after they pulled the car up for me to leave, and I went to report it immediately. This was NOT how I brought my car in, and it had been in only their possession from Feb. 2-5. My service advisor, Ms. Polito, was gone, so I told the advisor next to her. He said usually when this happens, customers just file with their insurance. Again, this happened while the car was in Sewell's possession, and it was not how I brought it in. I tried to call Ms. Polito from my phone. No answer. I took pictures of the crack, then, and texted them to Ms. Polito, explaining that my car had been returned to me with this huge crack in the windshield. No response. I called later and explained the situation to another employee. I was told the Service Manager, Marisa, would call me. She didn't. I tried again and was told Marisa wanted to review the video and would call me back. She didn't. After 5 days, I called the General Manager and left a message. The GM at Sewell Cadillac of Grapevine STILL has not returned my call, and it is Feb. 20 now. Marisa called that day, however, to explain that "these things happen," and "Sewell did not do anything wrong," and "...there is nothing they can do." Marisa said anything could have made the crack happen, and blamed it on the drop in temperature. I explained to her that what you absolutely do NOT do in cold temperatures is turn the heater on its highest setting and blast the defroster on its highest setting if the glass has a chip, because it will cause the chip to crack or spread. Yet, that's exactly what an employee did. At that point, Marisa acknowledged that the service person who turned the defroster on full blast and the heat on full blast SHOULD NOT have done that in temperatures that cold, and SHOULD have reported the damage that occurred to the windshield. Yet, even after her acknowledgements, I'm stuck having to hire an attorney to deal with this mess. Sewell Cadillac of Grapevine is acting in a manner that is sloppy, unprofessional, and against EVERYTHING the Sewell name stands for. Why should I, the customer, be the one cleaning up their error and coming out of pocket for a mistake that I didn't make? Wrong is wrong, and Sewell Cadillac of Grapevine needs to have the windshield fixed. The General Manager find time to make a 5-minute phone call and apologize. Sewell Cadillac of Grapevine hid their employee's error, refused to contact me, passed me around, passed the buck, acknowledged culpability, and in the same breath, denied any wrong-doing, telling me "these things happen." Here's what amazes me. When I set the maintenance appt, I left word for my salesperson that I was in the market for another Cadillac. I even mentioned it again when I came to drop the car off, and again when I arrived to pick up my car. I had turned down a contact from Sewell Cadillac of Dallas because I had planned to return to Sewell of Grapevine. I have a hard time imagining what kind of business model would roll the dice on the sale of a new vehicle to a current customer ACTIVELY looking to be a loyal, repeat customer, when the only things in the balance were an acknowledgement of error and replacing a windshield. 4th down with inches to go, and Sewell Cadillac of Grapevine punts it away.

On Feb. 2, I took my Cadillac XT5 car in to Sewell Cadillac of Grapevine for scheduled maintenance. There was a small chip in the windshield, about 1/4" round. Despite freezing temperatures, a Sewell employee turned the defroster on full blast with the heater on its highest setting, and the chip spread into a 30"+ crack that ran in both directions, splitting the driver side line-of-sight and running into the passenger side corner. I noticed the crack after they pulled the car up for me to leave, and I went to report it immediately. This was NOT how I brought my car in, and it had been in only their possession from Feb. 2-5. My service advisor, Ms. Polito, was gone, so I told the advisor next to her. He said usually when this happens, customers just file with their insurance. Again, this happened while the car was in Sewell's possession, and it was not how I brought it in. I tried to call Ms. Polito from my phone. No answer. I took pictures of the crack, then, and texted them to Ms. Polito, explaining that my car had been returned to me with this huge crack in the windshield. No response. I called later and explained the situation to another employee. I was told the Service Manager, Marisa, would call me. She didn't. I tried again and was told Marisa wanted to review the video and would call me back. She didn't. After 5 days, I called the General Manager and left a message. The GM at Sewell Cadillac of Grapevine STILL has not returned my call, and it is Feb. 20 now. Marisa called that day, however, to explain that "these things happen," and "Sewell did not do anything wrong," and "...there is nothing they can do." Marisa said anything could have made the crack happen, and blamed it on the drop in temperature. I explained to her that what you absolutely do NOT do in cold temperatures is turn the heater on its highest setting and blast the defroster on its highest setting if the glass has a chip, because it will cause the chip to crack or spread. Yet, that's exactly what an employee did. At that point, Marisa acknowledged that the service person who turned the defroster on full blast and the heat on full blast SHOULD NOT have done that in temperatures that cold, and SHOULD have reported the damage that occurred to the windshield. Yet, even after her acknowledgements, I'm stuck having to hire an attorney to deal with this mess. Sewell Cadillac of Grapevine is acting in a manner that is sloppy, unprofessional, and against EVERYTHING the Sewell name stands for. Why should I, the customer, be the one cleaning up their error and coming out of pocket for a mistake that I didn't make? Wrong is wrong, and Sewell Cadillac of Grapevine needs to have the windshield fixed. The General Manager find time to make a 5-minute phone call and apologize. Sewell Cadillac of Grapevine hid their employee's error, refused to contact me, passed me around, passed the buck, acknowledged culpability, and in the same breath, denied any wrong-doing, telling me "these things happen." Here's what amazes me. When I set the maintenance appt, I left word for my salesperson that I was in the market for another Cadillac. I even mentioned it again when I came to drop the car off, and again when I arrived to pick up my car. I had turned down a contact from Sewell Cadillac of Dallas because I had planned to return to Sewell of Grapevine. I have a hard time imagining what kind of business model would roll the dice on the sale of a new vehicle to a current customer ACTIVELY looking to be a loyal, repeat customer, when the only things in the balance were an acknowledgement of error and replacing a windshield. 4th down with inches to go, and Sewell Cadillac of Grapevine punts it away.

Ordered a new vehicle. Thanks to all who helped. Now I'm just waiting for the delivery. Thank you

Great experience....Mr.Hunter answered all my questions regarding the car and took the time to show me some features on the car.Most important he didn't try to sell me up on the car like my other visit at another dealer....Thanks

Sent an inquiry and immediately started getting the spam email you expect from lower level dealers. Responded to ONE email from Shawn, asking a question who told me he would check on Monday (emailed on Sunday). Never heard a response. A week later, sent another inquiry requesting a different salesman contact me since price has dropped $1k since my initial inquiry. Instead, get Shawn again. Obviously all automated and NOT customer centric. Reply to online feedback was the canned apology with a "call me", not a "sorry, we'll get you I touch with another salesman". Again, NO customer service. No thanks...

Sent an inquiry and immediately started getting the spam email you expect from lower level dealers. Responded to ONE email from Shawn, asking a question who told me he would check on Monday (emailed on Sunday). Never heard a response. A week later, sent another inquiry requesting a different salesman contact me since price has dropped $1k since my initial inquiry. Instead, get Shawn again. Obviously all automated and NOT customer centric. No thanks...

The service manager or service department person called me and told me that my CTS Cadillac part would be $1900, then he told me it would be $1600. Making a long story short, the part only cost on the invoice $425. He charged me $1225 which I agreed-upon. The invoice shows nothing itemized and shows that the part for the antitheft system only cost a total of $425.I am still trying to call the sales manager or owner of Sewell Cadillac in Grapevine. Whenever I get an answer I will leave a post review or reply to this area. If anyone’s had a similar situation with Sewell I have a Grapevine Texas, I would appreciate you letting me know as well and others thanks and all stay well! Dirk

Tom Caufield was AMAZING! He helped me purchase a car for my mom who lives in Texas while I was in Virginia. He went above and beyond, taking the car for my mom to test drive, helping me through the loan process, and finally dropping the car off to my mom in spectacular condition. I dealt with about 7-10 dealerships prior to working with Tom and no other dealership was willing to go the extra mile to ensure that my elderly mother was accommodated while I was hundreds of miles away. The whole process took about two weeks and the entire time he was nothing but patient and always available to answer all of my questions. My mom and I are beyond grateful for coming across Tom and his exceptional customer service. This is our go-to place from now on. Thanks again Tom!