Reviews
I wanted to take a moment to provide some feedback on my
I wanted to take a moment to provide some feedback on my recent experience with Cadillac in Greenwich. I placed an order with your dealership back in June 2022, eager and excited to make my first car purchase. Unfortunately, what should have been a thrilling experience turned into a rather uncomfortable one. To initiate the process, I was asked for a $2500 deposit, with an initial $1000 and the remaining $1500 after order confirmation. Throughout the entire process, communication from the dealership was lacking, and I often found myself having to reach out for updates on my order. I even felt the need to escalate the situation by opening a claim with the manager, Tracy. While dealing with Tracy, Nicole, and Terric, it became evident that their commitment to customer satisfaction was not at the level I had hoped for. Despite offering a downpayment of over 50%, I was informed last month that the deal had fallen through due to my lack of credit history with an ITIN. Tracy's only suggestion was to pay for the car in cash, which unfortunately led me to reconsider the purchase. In the subsequent month, the process of receiving my deposit back has been nothing short of a nightmare. Despite my consistent attempts to reach out via calls and messages, it seems that Nicole and Terric have lost interest in assisting me, perhaps due to the fact that my purchase did not go through. This lack of responsiveness has left me feeling undervalued as a customer. In reflecting on this experience, it seems that Tracy, as the manager, sets the tone for the entire dealership. The challenges I faced with communication and responsiveness may be indicative of broader management practices. Based on my experience, I regret to say that I cannot recommend this dealership. Clear and honest communication is a vital aspect of any customer-business relationship, and regrettably, I found this lacking. Sincerely,
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- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 1.0
- Does not recommend this dealer
- Shopped for a new car
Jack, I'm really sorry to hear about your experience with us. It is disappointing to know that you were left feeling less than thrilled with our customer service. We always respect and appreciate (Good and Bad) feedback so that we can improve the way that we deliver stellar customer service. Please feel free to reach out to us directly if there's another opportunity to earn your business. Thank you, Mike Phillips - Service Manager - (203) 625-6300
Excellent, Easy Car buying experience
Negotiated over text message in a very professional, fair, and responsive manor allowing me to trade in my existing vehicle at a fair value for a CPO Escalade. Allowed me to sign all necessary paperwork via esignature and then hand delivered my car to me on Long Island and took my trade. Polite and courteous staff, could not have been easier! Thank you!
- Customer service 5.0
- Buying process 5.0
- Quality of repair 5.0
- Overall facilities 5.0
- Overall experience 5.0
- Does recommend this dealer
- Shopped for a used car
- Did make a purchase
Steve, we're glad to know your experience with Cadillac of Greenwich was smooth and convenient. It's great that our team could assist you in getting a CPO Escalade! Enjoy the ride!
Excellent customer service by Sales and Service
Excellent customer service by Sales and Service Departments, very accommodating, all questions and any concerns were responded to .
- Customer service —
- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 4.0
- Does recommend this dealer
- Shopped for a new car
We're glad to know our Sales and Service Departments at Cadillac of Greenwich were able to assist you effectively. Thanks for your feedback!
Is $173 reasonable for an oil change? You tell me
I was scheduled for an inspection and oil change on 7/13/23. I drive a half hour to the dealer and was told that morning that they may not be able to do my inspection because the place they use is closed. They didn't tell me this the night before but they said they have another place they can bring it to for a fee. That's fine with me. I got a message later in the afternoon that my car was ready. When I got there they said they did the oil change but not the inspection. Btw, here is your oil change bill $173. I wouldn't even mind paying the ripoff price if they did my inspection....i can get an oil change anywhere for half the price i didn't have to drive an hour round trip to find out I couldn't get an inspection. Plus you want to give the business of the oil change to the Service Station that does the inspection. I'm totally displeased and there only saving grace is they give you a complimentary car wash. I didn't need a car wash I needed and Inspection and not be ripped off for an oil change
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- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 1.0
- Does not recommend this dealer
- Came in for service or repair
- Did make a purchase
John - Our intention is never to waste our customers' time or energy and it's disappointing to hear that this was not reflected during your visit. Your appointment included not only an oil change but a parking assist system, which we were able to successfully install. We apologize for the inconvenience of not being able to have the New York State Inspection Performed since the facility we use in New York (we are based in Connecticut) was closed when we contacted them the morning of your service. Our team advised you when you arrived that we would try to find another facility, but we were unfortunately unsuccessful. We are also sorry to hear that you were not satisfied with our pricing, as we strive to provide the fairest rates we can. We strive to offer quality and respectful service and expect the same in return. Thank you, Mike Phillips - Service Manager - (203) 625-6300
I scheduled an appointment to have several keys
I scheduled an appointment to have several keys programmed to my vehicle. Cadillac of Greenwich seeming offer a great service of pick up and drop off so I wouldn’t have to take time out of my day to get the work done I had requested. The pick up driver then drove my Escalade into the retaining wall alongside my drive way, causing damage to the rim. To make it worse, the drive then opened the door and hit the driver door into the retaining wall chipping the paint. All of this was captured on video. They said they would repair the damage at no cost, and they did. However, they said it would take one day and subsequently kept my vehicle for three days, continuously sighting they needed more time. I also do not trust the repairs that were made and am having my vehicle inspected by another group of professional mechanics to make sure they did not withhold information related to the damage they caused. No matter how many times I called to get updates, no updates were given until the hour before the car was returned. At that point, I received word from the service department that they wouldn’t be driving my car back down the driveway and would leave it in the road. Which should all be available on the recorded lines if the department manager doesn’t believe me. A car dealership that hires drivers who are unable to navigate a straight line is absurd. The service person I spoke with about 20 times over the course of the three days also continued to sight that he experienced a similar situation with more damage to his car in the past and that I should realize that accidents happen. What a horribly trained service department! If you are considering using this dealership, think twice. I will never be back. They also refused to answer all of my questions in writing via the 4 emails I sent.
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- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 1.0
- Does not recommend this dealer
- Came in for service or repair
While I apologize for this inconvenience, I think it is only fair to share more information here. Our drivers are dealership employees, and accidents do happen. However, we did not at any time try to hide the incident. The driver door sustained a 1-inch scratch and the left front wheel was scraped and required repairs, which we took full responsibility for and repaired to new conditions. We attempted to program your aftermarket remotes, which you likely purchased online, and did not match the vehicle. We returned your vehicle back to your residence and left it curbside, rather than in the driveway, to prevent it from hitting your stonewall again. Further, we asked for no fees from you, not even for the attempted programming of your supplied transmitters. We do not appreciate people trying to capitalize on our employee's mistakes by asking for free things. We consider this matter closed and will no longer entertain helping you in the future. Mike Phillips - Service Manager
Purchase experience was poor.
Purchase experience was poor. After a signed purchase agreement, got a call from finance manager saying they were losing money so if I didn't agree to pay more, they were canceling the contract. I said fine. Two hours later I get a call back from sale manager saying he was doing me a favor and would sell me the car. Should have walked away, but as they then honored the original agreement I purchased the car. after a few months, the Wifi stopped working. Dealer says call Onstair, not their problem. Onstar made me sit in parking lots and tried several fixes that didn't work and to go back to the dealer. Dealer service continued to say not their problem. Service manager told me to leave. After several times of me talking to dealer and to onstar, one of the dealer techs overheard the conversation and asked if he could look at it. He popped the hood, unplugged the router plugged it back in and worked fine. a 2 minute fix after 3 months of me going back and forth with dealer and onstar. Yesterday was final straw. Took vehicle in for brake pads and an oil change. Both items they have "service specials" on their website. After trying to upsell me to rotors and serveral other items, we agreed on the pads and oil change. When I go to pay they say they will only use 1 "service special" can't use both. So they charge $225.50 for an oil change when they show $99 on the website. They say it says can use only one special on the website. I check and don't see it anywhere and ask them to show me where it states that. They can't. The service manager comes out then and says "i'm the boss and that's my rule so pay and leave" I will not be back to this dealership.
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- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 1.0
- Does not recommend this dealer
- Came in for service or repair
We're sorry you're unhappy. You've had ongoing vehicle issues for the past several years, and as mentioned in response to your previous review, we do not combine, stack, or modify coupons as you requested us to do. You did receive the correct discounts on the repairs we performed. We regret we've lost your business, but we wish you all the best. Thanks, Mike Phillips - Service Director - Cadillac of Greenwich - (203) 625-6300
I won’t buy another car from here.
Obviously, a very poor culture likely from the top. No attention to detail, poor follow through, no call backs when I knew exactly what I wanted, no responses after I purchased the car and had a problem. Not a place I would want to work and if I could do it again, I would drive to New York. I am sure they will respond with a “sorry you feel that way and that’s not how we intend to come acriss”. To the owner, build a more friendly culture.
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- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 2.0
- Does not recommend this dealer
- Shopped for a new car
- Did make a purchase
I am so sorry to hear about your experience with us. This is not the level of service we strive to provide and I truly apologize for any frustration or inconvenience caused. We value your feedback and take it seriously. I would love to speak with you directly to address your concerns and see if I can help make things right. Please give me a call when you are available. Thank you, Mike Perna - General Sales Manager - (203) 259-5211
Inexperienced clueless dishonest
Salesman has no idea why they can’t complete our deal. After having credit pulled and committed purchase agreement in place. Awful, no call backs no explanation.
- Customer service 1.0
- Buying process 1.0
- Quality of repair 1.0
- Overall facilities 1.0
- Overall experience 1.0
- Does not recommend this dealer
- Shopped for a used car
- Did not make a purchase
Alex, this certainly isn't the experience we hope for our customers, and this feedback is very concerning to read. I'd appreciate the opportunity to learn more about the details of your experience and address your concerns. Please consider contacting me directly when you have a moment. Thank you, Rondell Douglas - Sales Manager - (203) 625-6300
Please do yourself a favor and stay clear of attempting
Please do yourself a favor and stay clear of attempting to purchase a vehicle from this dealership, especially if you are working with the Sales Manager, Ron Douglas. I agreed to purchase the vehicle via text/email for full asking price without any negotiation and was sent a signed purchase agreement from Ron Douglas. I informed him that the purchase agreement would then be immediately sent via email to my bank for approval of transfer of funds by the close of business that day. Regardless of a commitment by myself to purchase the vehicle, a signed purchase agreement by Ron Douglas, time invested to coordinate by wife and myself to obtain this vehicle, Ron Douglas thought it would best serve himself to sell this vehicle to another customer. This easily ranks as the greatest disservice I have ever received from a car dealership or any business for that matter.
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- Quality of repair —
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- Overall experience 1.0
- Does not recommend this dealer
- Shopped for a used car
Thank you for your valuable feedback. It is certainly disappointing to see that you’re frustrated, however, our vehicles are priced to sell quickly—used cars cannot be duplicated and will sell on a first-come-first-serve basis. We take pride in constantly reviewing the market for the best pricing, and in this specific case, you were told that we don’t take deposits or hold vehicles. I made an exception to hold the vehicle for a few hours while you drove to the store. Days later, another client came in and bought the vehicle. As you know, vehicles sell quickly in the current market. I understand you’re disappointed but these negative reviews aren’t necessary. With any questions, please reach out. Rondell Douglas - Sales Manager - (203) 625-6300
Quite frankly it comes down to an overall lack of attention to detail, customer service and poor sale tactics. I explained to you that I live out of state (verified by the pictures of my license and insurance card that I sent to you). I explained that I would be buying the vehicle site unseen with immediate payment and traveling via train to pick it up the following week. All of which you agreed to as acceptable. Additionally you were aware that I was doing everything in power to expedite the transfer of funds from my bank directly to you within the course of the same day of initial contact. The story of "Days later, another client came in and bought the vehicle." is a complete fabrication of the actual truth as it was only a few hours between you signing and delivering a purchase agreement and then selling the vehicle to someone else. You can attempt to distort the facts any way you like, but I just hope anyone approaching you knows they are dealing with the definition of a used car salesman.
Recent service visit
This dealership is the best for service. I recently had an issue with my car and they were able to get me in right away. They diagnosed the problem quickly and recommended some other issues that needed to be taken care of as well, and now my car is running better than ever. I was greeted by Sarina when I first walked in and she couldn’t be nicer. She introduced me to Mike, the manager, and they both put me at ease that my car was in good hands. I won’t let anyone else work on my car in the future, top notch service!! Thanks to everyone at Cadillac of Greenwich.
- Customer service 5.0
- Buying process —
- Quality of repair 5.0
- Overall facilities 5.0
- Overall experience 5.0
- Does recommend this dealer
- Came in for service or repair
- Did not make a purchase
Thank you for the great review, Mike! We are so glad to hear that you had such a successful service experience working with Sarina, Mike, and the Cadillac of Greenwich team. Drive safely, and we hope to see you back again down the road!