Reviews
Write a reviewGreat customer service
My sales agent, John head friendly, helpful and made my process smooth and enjoyable. The finance manager went above and beyond for me as well, I now will be a lifetime Cadillac owner and will be returning to Sullivan when it’s time to buy another vehicle!
Deceitful and negligent sales practices
My husband looked at a preowned Chrysler Pacifica for sale at Sullivan Cadillac. He told my son in law about the car to replace a van that had been totaled in an accident. The insurance for the totaled car only covered about two thirds of the cost to replace their van so we were trying to find a model van that would accommodate their four young children. The Carfax documents clearly stated that the car had not been in an accident. When my son in law flew down from Iowa to pick up the car he noticed that the trim was missing on one side of the car, the doors on the driver’s side were not flush and the shade was missing. The sales manager, Richard Gruber, after some discussion finally went to check the documents on the car. The car had indeed been in an accident requiring the replacement of the doors on the driver’s side. We did not know what other damage had been done to the car. We were stunned that this was not revealed to us before my son in law took the long trip from Iowa to pick up the car. We were dismayed the price of the car did not reflect the damage. In addition the car was to have come with two fobs. Mr. Gruber told us that when my son in law got the car back to Iowa that he should send him the bills to have the visible items fixed and the fob replaced. My daughter sent several emails and had several phone conversations with Mr. Gruber and the only item that was sent was the trim. There was never any reimbursement for the labor to fix any of the items which as it turned out, also included a window in the sliding door that was not operable. Mr. Gruber refused to help with any of the costs to repair the damage done to the car before it was purchased and not revealed to us at the time of purchase. Shortly after, my daughter was stranded on a major highway in 90 degree heat with her four young children. As smoke was billowing from the car, she stood holding the baby while the 7 year old and 5 year old desperately held on to their 2 year old brother to protect him from the cars zipping by as they waited for the firetruck. After paying towing fees and more repair bills, she was told that there had been damage to a hose that would have been caused by the previous accident. The deceit in hiding the original accident in addition to the shoddy repair job, put our daughter and grandchildren at risk. Since then there have been additional issues including the Uconnect screen not operating properly. This makes it impossible for them to regulate the air-conditioner properly. This has been a nightmare for my daughter’s family as they struggled to pay the repair bills, take time off from work to deal with the multiple repairs, and deal with the absence of their mode of transportation while the car was in the shop. My son in law missed some work, the children missed days of school and my daughters anxiety has affected her daily life as she never knows what will go on the car next. We hope that no other car buyer has to go through the trauma that our family has gone through due to your deceitful and negligent sales practices.
My husband looked at a preowned Chrysler Pacifica for
My husband looked at a preowned Chrysler Pacifica for sale at Sullivan Cadillac. He told my son in law about the car to replace a van that had been totaled in an accident. The insurance for the totaled car only covered about two thirds of the cost to replace their van so we were trying to find a model van that would accommodate their four young children. The Carfax documents clearly stated that the car had not been in an accident. When my son in law flew down from Iowa to pick up the car he noticed that the trim was missing on one side of the car, the doors on the driver’s side were not flush and the shade was missing. The sales manager, Richard Gruber, after some discussion finally went to check the documents on the car. The car had indeed been in an accident requiring the replacement of the doors on the driver’s side. We did not know what other damage had been done to the car. We were stunned that this was not revealed to us before my son in law took the long trip from Iowa to pick up the car. We were dismayed the price of the car did not reflect the damage. In addition the car was to have come with two fobs. Mr. Gruber told us that when my son in law got the car back to Iowa that he should send him the bills to have the visible items fixed and the fob replaced. My daughter sent several emails and had several phone conversations with Mr. Gruber and the only item that was sent was the trim. There was never any reimbursement for the labor to fix any of the items which as it turned out, also included a window in the sliding door that was not operable. Mr. Gruber refused to help with any of the costs to repair the damage done to the car before it was purchased and not revealed to us at the time of purchase. Shortly after, my daughter was stranded on a major highway in 90 degree heat with her four young children. As smoke was billowing from the car, she stood holding the baby while the 7 year old and 5 year old desperately held on to their 2 year old brother to protect him from the cars zipping by as they waited for the firetruck. After paying towing fees and more repair bills, she was told that there had been damage to a hose that would have been caused by the previous accident. The deceit in hiding the original accident in addition to the shoddy repair job, put our daughter and grandchildren at risk. Since then there have been additional issues including the Uconnect screen not operating properly. This makes it impossible for them to regulate the air-conditioner properly. This has been a nightmare for my daughter’s family as they struggled to pay the repair bills, take time off from work to deal with the multiple repairs, and deal with the absence of their mode of transportation while the car was in the shop. My son in law missed some work, the children missed days of school and my daughters anxiety has affected her daily life as she never knows what will go on the car next. We hope that no other car buyer has to go through the trauma that our family has gone through due to your deceitful and negligent sales practices.
Pleasurable experience
The entire staff (Dylan in sales and Dennis in service) we’re knowledgeable and professional, yet immediately made me feel comfortable and “one of.the family”. Purchasing the car was a pleasurable experience, unlike many of my previous experiences. I highly commend and recommend these individuals, and the entire Sullivan team for their dedication to serving the customer’s needs.
We cannot thank you enough for your wonderful review of Sullivan Cadillac and for your referrals and recommendation! It was a pleasure to assist you and please let us know when we can do so again! Sincerely, The Sullivan Cadillac Team
Although my concern was grudgingly satisfied, I am still
Although my concern was grudgingly satisfied, I am still in the wrong according to the service manager. “It was not their fault and they do care about customer service. Not true. Drove from Gainesville to Ocala to pick up my daughter’s vehicle. It has been there for a few weeks due to issue getting parts. Left the dealership, got gas and the car wouldn’t start. Sullivan had it towed back. It was loose battery cables. They did not charge to tighten them but did for the tow. Service Dept never touched the battery, so they are not responsible for having to tow the car. We, as customer’s had to drive to and from Ocala twice, pay for gas and our time. I got the $90.95 refund but only because I had to act like an xxx. I worked 28 yrs in customer service and understand complete satisfaction.
Jadelyn, we appreciate learning about your recent service with us. We strive for a positive experience, and it appears you did not receive that from us. We would appreciate the opportunity to discuss your time spent with us. Please contact us at your earliest convenience so we can work together at resolving this. Sincerely, The Sullivan Cadillac Team
It has been resolved. I was made to feel like I was an irate customer who the service manager just gave me the reason to shut me up. Not because of good customer service. I got more information from my daughter. The mechanic who came out when the car stopped said it was the starter. When it was taken back to the shop, it was determined that it was loose cables. My daughter took the car to Firestone today. The car needs an alternator, wheel bearing and an alignment. When the vehicle was picked up from Sullivan, the motor was not running properly. But according to the service dept everything was fine. I state again, when the car was dropped off after houses, the requests were to check the driver’s side because in SC two tires blew and got 2 new tires and rims. Check the air bag light that was on, which the service dept did not see and the seat belts which were not working. It was on the form”check the air bags”. When you got in the car and turned on the motor, in the middle of the dash, there was the error “Check Airbags”. The service person did not see this. My daughter had to tell them when they called. She asked to check out the vehicle, the service mgr said they couldn’t take tools and check the whole vehicle. How can other dealerships check the systems for issues but Sullivan cannot. If the vehicle needs to go to the dealer for service, we will drive a few more miles to Jacksonville. Firestone only charged $10 to check the car and called my daughter within a few hours!!! I truthfully did not feel like an irate customer, I was made to feel like I was a bitchy xxx. I honestly don’t know if I would have gotten better customer service if so was a man. I am a senior citizen who worked 28+ in customer service for a major gas & electric company. I have had better customer service at McDonalds than at Sullivan!!’
Great Service Here!
I would like to commend your Service Person Jaime Daigle who asked all the right questions and got the right results in a very professional manner! My 2004 XLR has been a real challange to keep going in the proper order and she was the best I have met! KUDO'S TOO Her!
Thanks for the kudos! We do our best to ensure nothing but a positive experience for our customers and are glad to hear that was what you received. If there are any other automotive needs we can assist you with, please don't hesitate to let us know. Sincerely, The Sullivan Cadillac Team
Very knowledgeable salesman (Roy), and great Finance...
Very knowledgeable salesman (Roy), and great Finance Manager. Presentation, test ride and paperwork went smoothly and professional. Love the car. Will defiantly consider this dealer for our next purchase. That said, I must add that the cleanup of the car was by far the worst I have ever seen. Three days later, I am still wiping off road grime accumulated in seams, and areas where they did not even open the hood nor tailgate since delivery to wipe up road grime from the tractor trailer ride from the factory to the dealers lot. Now note, Roy offered to send it back to cleanup immediately, but just as I don’t send my food back in a restaurant, I would not complain to a clean up guy.
Thank you for taking the time to provide this feedback. Our customers are our greatest asset and we value your business. Your feedback will be reviewed with our team and please don’t hesitate to call us if you’d like to discuss anything in greater detail. Sincerely, The Sullivan Cadillac Team
Great Staff, Non-Pushy sales approach 👍
Very knowledgeable salesman (Roy), and great Finance Manager. Presentation, test ride and paperwork went smoothly and professional. Love the car. Will defiantly consider this dealer for our next purchase. That said, I must add that the cleanup of the car was by far the worst I have ever seen. Three days later, I am still wiping off road grime accumulated in seams, and areas where they did not even open the hood nor tailgate since delivery to wipe up road grime from the tractor trailer ride from the factory to the dealers lot. Now note, Roy offered to send it back to cleanup immediately, but just as I don’t send my food back in a restaurant, I would not complain to a clean up guy.
Lou, we are glad to hear that your visit was an overall positive one. Please contact us if you would like to further discuss the less satisfying aspects of your experience, so we may continue to grow as a dealership and provide excellent customer service. Sincerely, The Sullivan Cadillac Team
Ron Rodriquez is highly recommended
When I first made an appointment with Sulliivan Cadillac to come in and review and test drive a CT5 model Cadillac, I was greeted by the general manager Rich Gruber, he was very cordial and I was introduced to Ron Roddriquez, of the sales and consultant department. I found Ron to be capable, knowledgeable and very concerned about us having a great buying experience. My previous car which I wanted to use as a trade-in was a Honda. He went to great links and a lot of effort to get Honda to give us a final amount due on the car. I think he spent over an hour trying to talk to these people who were uncooperative and very difficult to reach. It was also very time consuming. He remained calm and assured me that everything would go OK and even let me take the car home the same day. I can never thank him enough for making my buying experience terrific. I would highly recommend Ron as a great contact to pursue buying a great car at Sullivan Cadillac. I can never thank him enough for making the buying experience a pleasure.
We cannot thank you enough for your wonderful review of Sullivan Cadillac and for your referrals and recommendation! It was a pleasure to assist you and please let us know when we can do so again! Sincerely, The Sullivan Cadillac Team
DO NOT BUY THEY ARE SNAKES!
If I could give this Sorry xxx dealership a negative 1000 I would!! Let's start with me telling Roy the internet manager that was my salesperson that I was already approved from my credit union not to have them run my credit more than a couple times thru Experian ONLY!! Well Shawn decided to run it 7 times!! Will that was just the tip of the iceberg!! I sat there for 2 1/2 hours not even water was offered!! Then I leave to get something to drink and eat, come back for them to tell me they will let me know if I can get the car. Meanwhile I am already freakin approved!! I leave drive 2 hours and call to ask about the loan, genius Roy and Shawn still haven't submitted my loan to MY CREDIT UNION!! I Say, " Why haven't you submitted the loan to MY CREDIT UNION?!?!" OH well I'll do it Now!! Meanwhile 6 hours has passed! I get a Call from Roy. He says, Kimberly where u at? I said, " In my skin." With my BLOOD and SKIN BOILING!! Well you've been approved. No xxxx Sherlock! Roy starts laughing like I'm playing! He continues, how long will it take you to get here. I'm 2 hours away. Well I'll see ya when you get here!! Never offers to deliver it. Wellll I don't get offered a bottle of water, I can't expect him to offer that!! Then I drive back just to get there with no paperwork together, no car wash and ready, and I have to pay 384.00 for a new tag instead of paying 75 for toll fees I was unaware I had. Mind you, I'm the ONLYYYY customer in the entire dealership!! I had 2 hours to pay that while in on the road!! I Then call the GM. Monday morning and express my horrible experience. Rick says he'll looking into it. 3 hours pass I call him back. We'll I have great new he explains, I'm listening. I got you a lower interest rate. I already have a low interest rate. The bank was going to have them fix the paperwork anyway. He continues and gap is included. I didn't want gap with you all because it's more. Well he lowered it to the price MY credit unions rate is. Just to add $500 dollars more on the processing fee. Which he didn't tell me about!! Just so the dealership could make their money back on the lowered gap rate!! TALK ABOUT SLIMMY AND UNTRUST WORTHY!! ****** DO NOT BUY A CAR FROM THERE!!*******
Kimberly, we are not pleased to hear of the incident you've described in this review. We want nothing more than to work with you to correct this situation as soon as possible. Please feel free to contact us at your earliest convenience. Sincerely, The Sullivan Cadillac Team