Arrowhead Cadillac

We purchased a 2022 Cadillac Escalade, brand new, and so far this has been our horrible experience. First off, we want to give a huge shoutout to Barbara and the Finance team for being so responsive and catering. Unfortunately, that has been the only positive experience at Arrowhead Cadillac. We have only owned the vehicle for less than six months and so far the following issues have occurred; the door handle has come off, the front bumper clips broke leaving my bumper flailing in the wind chipping the paint, the leather gear shifter ripped, and the splash guard in the passenger front tire was missing screws and every time we got onto the interstate my car made a noise similar to flatulence. And no….I’m not making this up. We purchased the warranty so we weren’t too worried about it, except we should’ve been because the customer service has been awful. We have owned foreign luxury cars most of our lives and are not used to this kind of poor treatment… which is shocking because we paid the most for our Escalade. Our service advisor, Bora, has been absolutely awful. When we went to follow up with her supervisor, (the Director of the service department) Steve, in person he was fantastic however over email or phone calls we have gotten no response in 3 weeks. Here is our story (in which I fully intend on forwarding to Cadillac customer service, social media, and heck I even found a Cadillac customer service PO Box that I’m going to print this out to and send to with our information on it). First off, let me state that during the buying process we were informed that the dealer would either come and pick up our car or we would get a rental. There are never rentals available so almost always you have to rely on them to come pick it up. We have an appointment tomorrow and Bora canceled our pick up so now we have to drive it in. Little does she know we fully intend on talking to the GM while we are there. We bought the Escalade knowing that the gear shifter was broken, and that repair actually went pretty smoothly. We had also driven on the interstate that weekend and noticed a sound coming from the wheel well and when we went to look some of the screws were missing so Bora’s team replaced them. When our parents were in town, I went to open the door and the doorhandle literally came out of the door and was hanging there by a thread. We called Bora to get it in and she did and we also requested that she check all of the other doors to make sure that the handles were secure. During the process of them checking the other doors, they felt the need to take out and uninstall my $600 Nuna car seat and toss it in the back of my SUV. Honestly, it looked like they wiped the floor with it it was so filthy dirty. Bora promised that it would be reinstalled but they delivered the car with a dirty car seat in the back and when we called Bora to talk about it she never called us back. Then a few weeks later we noticed that the front bumper looked like it was coming off on both sides of the vehicle. We called Bora and she got us in to look at the vehicle. She stated that the clips for the bumper had broken and that it was going to be a couple weeks before they could get the proper clips in. A couple weeks went by we hadn’t heard anything so we called Bora and she said that unfortunately the technician that works on our car is going to be out on vacation and wouldn’t be able to fix our vehicle for two additional weeks. So at this point our bumper has been flailing in the wind for a month and in the process some of the paint was chipped off. So I want to say a month or more later we finally get the vehicle in and she fixed bumper clips but didn’t address the paint issue. Instead, when the bumper was tucked in (because you couldn’t see it anymore) she just chose to ignore it and ignore inquiries regarding the paint chips. At this point we were very upset and decided to pay Cadillac a visit in person. When we arrived at the dealership we were directed to talk to Steve who runs the service department. He was excellent at listening to our concerns and told us that he would deal with our issues from there on out. Well, we noticed the same thing happening to the back bumper and emailed him and called him numerous times and have not received a response in three weeks. I even sent video via email. Tomorrow we have a scheduled service for oil but again, for some reason Bora is still our service provider and she canceled our pick up service so now we have to drop it off in which we are going to take the liberty to talk to the GM in the morning. We are transplants from out of state and don’t have a lot of support here so we really rely on our vehicles. Our Lexus RX that had 90,000 miles on it never had as many problems as our Escalade has….and when it went in for regular services we always got rental cars so we could go about our day not having to plan around people to come pick it up and drop it off. I can safely say that my husband and I will never be purchasing a Cadillac or an American car for that sake in the foreseeable future due to the poor customer service we have endured.

I am sorry that I trusted them! They have earned one star for a good reason. I would never recommend Arrowhead Cadillac. Never. Let me start by saying that I waited over three months before writing this review. I wanted to be sure emotions were not part of this review so that you, the reader, would have the facts without the raw feelings attached. The facts: • I purchased an SUV listed at $43K. I did not attempt to ask for a deal or a lower price. I was willing to pay the sticker price as I had a 9K trade-in, which would have left me mid-thirties. • I did not take any of the ‘extras.’ • I ended up financing $44K. Anyone with basic math skills would look at that and wonder why did you still pay $44K when the sticker price was $43K and trade-in (after pay off) for 9K? That was my quandary as well. I was told that all the ‘add-ins’ and taxes ate up the 9K. So, essentially, I gave my beautiful GMC Acadia away. Well, it did cover the taxes, yes, at about $3300 in taxes and fees. The other $5700 went into the ‘add-ins’ that I will NEVER use. What are the add-ins, you might ask? Car washes, lowjack (that I never asked for or wanted), something called Club Plus that was never explained to me… the challenge is that I live over 150 miles away, my car is garaged 95% of the time, and I have OnStar. I would need not one of these add-ins, nor could I use them because they are tied to the dealership, which, as I mentioned, is 150 miles away. All of this was simply added on without explanation. So….the dealership has $5700 free and clear without ever providing the add-on to me. The other issue was the 3500 miles on the car (keep in mind that I paid for a new car) that was put on the car through strangers taking the car as a loaner during service time. Think about that for a moment…individuals having their car serviced put 3500 miles on the car in less than ten months! That is staggering when you think about it. This also explains why the car idles poorly and reeks of cigarettes (I am a non-smoker). In fact, that was the first thing I noticed when getting in the car was the cigarette smell. I mentioned it to the salesman, but there was silence. I thought maybe the mechanics had been in the car with clothing covered in the smoke, but now that I know random people were driving it, I can imagine they smoked in the car. It still smells after three months. I know the dealership does not care. I spoke to the General Manager, who constantly mentioned that I signed the contract (like I didn’t know this!). I take full responsibility for trusting this band of hustlers. My questions were blown off by the General Manager. In fact, he told me that he could sell a car with 15,000 miles and call it new because the title had not changed hands. He was frustrated with me over the phone and told me he did not want to talk to me any longer. What a terrible experience. I should have done my research before dealing with these people. You can read other reviews (see the nurse that went through much the same thing as I did but lost the cash she had saved for years!). I am stuck with this situation, and I will do the right thing and pay off the car, but knowing that I simply gave away $5700 without any return on that money is horrific. Suppose you do business with these people, question EVERYTHING. Don’t take the sticker price, as I did; get them down on the price!! Learn from my mistakes in trusting and not asking questions. Learn from my willingness to pay full sticker prices, taxes, fees, and then get gouged with ‘fluff’ that goes into their already deep pockets. Beware. Dr. Samora

The entire team at Arrowhead Cadillac was outstanding during a recent new purchase / trade in transaction. The sales staff is supremely knowledgeable but most importantly can explain the vehicle features, operations and benefits without being condescending. Would recommend this dealer for any customer who wants to be treated PROPERLY in their new car purchase.

When we bought our first Cadillac we were lied to by the salesman, who was later fired but Cadillac never made good on his lies. We recently were held responsible for damage done to a loaner car by someone else. And at that same time we were looking at purchasing a new car and the sales manager used slimy used car salesman tactics with us. He was rude and pushy. We were told several different stories. Stories that suddenly changed when I said to cancel the deal. We were generally treated horribly. We were treated better when we owned Chevy's and have considered going back to Chevy because of that.

I’ve purchased 34 cars and 28 motorcycles in my life. I’ve worked with many dealers, some brokers and a few private parties. This is, by far, the worst experience I’ve ever had. This business, and it’s staff are disrespectful, disingenuous, and frankly, at least appear to be dishonest. The transaction was not coordinated, and the price appeared to increase on each contact with the next staff person The vehicle I tried to buy had documentation of at least 2 accidents, yet I wasn’t allowed to have it inspected by an outside agency. At the end, the way I discovered that there wouldn’t be a deal is that my messages were just not responded to. Just like a 12 year old would act. If you’re going to buy a vehicle, find an agency who is at least willing to earn your money This one is not it Not by a long way

Bought a used Vehicle at this dealer and had some problems with sales manager Steve Pena but was contacted by the GM Steve Zimmerman who made everything right and then some.

my wife and I had a positive experience at Arrowhead. Sales personnel were excellent. Patient with questions and had the answers. Financing went smoothly and final paperwork was fairly quick.

Do Not purchase from this location...Do NOT go here for Services purchased a 2016 Escalade last july and was ship to me with missing and damaged items. Waited almost 3 weeks to get truck ship to denver. I had to take to a dealer in Denver to get it fix the first week. Second key was never program $400+ and sales person would not return emails and calls back, we purchase bumper to bumper warranty and we had to get gps antenna replaced and Advisor Anthony wanted to charged us $600+ I called Cadillac location in Tempe and got it done under warranty (no charge)also Manager Chris was no help at all and extremely rude when he knew all the issues we had with Sales man Alfonso which he no longer works there. Manager Chris do not return calls either dont care after you give down payment and sign papers. I do recommend Cadillac Tempe Location.

My 5th Cadillac purchase from Arrowhead Cadillac! Great service and professional sales people!

I brought my Escalade in for a brake recall. I was impressed with the service and overall commitment to their customers.