Faulkner Cadillac (Trevose)

I purchased a brand new 2025 Cadillac Escalade from Faulkner Cadillac expecting the level of service, professionalism, and customer care that should come with a luxury vehicle and luxury brand experience. Instead, this has become one of the most frustrating and disappointing customer service experiences I have ever had. My vehicle suffered a headlight failure — a critical safety component — while still under factory warranty. The warranty repair was approved, but the required part is on national backorder. I completely understand that supply chain issues can happen. What I do not understand is how a customer who spent this level of money on a nearly new luxury SUV can be left without meaningful support for weeks. Initially, Faulkner Cadillac told me they would provide a loaner vehicle. However, once they learned the part was on national backorder and the repair delay would be extended, the tone and professionalism completely changed. The support and urgency disappeared, communication became inconsistent, and I was effectively left to deal with the consequences on my own. This is not just an inconvenience. This is a safety-related issue involving a vehicle that is less than a year old, and I continue to make payments on a vehicle I may not even be able to safely drive. Meanwhile, I am absorbing the financial impact, transportation burden, and stress created by a warranty issue that Cadillac itself already acknowledged and approved. What has disappointed me most is not the defective part. Machines fail. What defines a luxury brand is how they take care of customers when problems happen. In this situation, I felt abandoned the moment the issue became complicated and expensive for the dealership. I expected accountability, advocacy, communication, and professionalism. Instead, I received excuses, delays, and a complete lack of ownership. For anyone considering purchasing a Cadillac — especially from Faulkner Cadillac — understand that the true test of a dealership is not the sales process. It is how they respond when something goes wrong after the purchase. Right now, I cannot honestly say this experience reflects the premium standard Cadillac claims to represent.

I purchased a brand new 2025 Cadillac Escalade from Faulkner Cadillac expecting the level of service, professionalism, and customer care that should come with a luxury vehicle and luxury brand experience. Instead, this has become one of the most frustrating and disappointing customer service experiences I have ever had. My vehicle suffered a headlight failure — a critical safety component — while still under factory warranty. The warranty repair was approved, but the required part is on national backorder. I completely understand that supply chain issues can happen. What I do not understand is how a customer who spent this level of money on a nearly new luxury SUV can be left without meaningful support for weeks. Initially, Faulkner Cadillac told me they would provide a loaner vehicle. However, once they learned the part was on national backorder and the repair delay would be extended, the tone and professionalism completely changed. The support and urgency disappeared, communication became inconsistent, and I was effectively left to deal with the consequences on my own. This is not just an inconvenience. This is a safety-related issue involving a vehicle that is less than a year old, and I continue to make payments on a vehicle I may not even be able to safely drive. Meanwhile, I am absorbing the financial impact, transportation burden, and stress created by a warranty issue that Cadillac itself already acknowledged and approved. What has disappointed me most is not the defective part. Machines fail. What defines a luxury brand is how they take care of customers when problems happen. In this situation, I felt abandoned the moment the issue became complicated and expensive for the dealership. I expected accountability, advocacy, communication, and professionalism. Instead, I received excuses, delays, and a complete lack of ownership. For anyone considering purchasing a Cadillac — especially from Faulkner Cadillac — understand that the true test of a dealership is not the sales process. It is how they respond when something goes wrong after the purchase. Right now, I cannot honestly say this experience reflects the premium standard Cadillac claims to represent.

I purchased my car from Faulkner Cadillac months ago. It was listed on their website at about $3.5k less than the market price (which is a great deal). I loved the car and decided to purchase it eventhough the pre-owned manager Gray had 1) an oddly unfriendly attitude on the phone from the very beginning 2)  refused to negotiate not even a couple hundred dollars off the online listed price (which is unusual when buying a car). Given that the car has high mileage, and that I was going to travel over 1000 miles to get it, I requested that they provide me with a list of any imperfections with the car so I can consult with my mechanic. The staff provided videos. The car seemed well taken care of, and since Faulkner is a trusted business, I pursued with my decision. However, when I traveled and arrived at the dealership, I was surprised that there were a few issues that I was not made aware of: one side of the back seat was lifted off its base and needed fixing, and the window had visibly large scratches (the car had also 3k miles more than what was listed, cheap quality tires that I ended up changing after the purchase, along with other regular wear and tear mechanical fixes). I voiced my disappointment to Gray and asked again if he would drop a few hundred of the price to accommodate the seat fixing costs. He refused, then pursued to tell me that they can't be aware of all the issues on the used cars they sell, AND that if I don't want the car I don't have to buy it!! Now THAT was what I found extremely unprofessional and passive aggressive. I had already made my arrangements and my travels around that purchase, so I still went ahead with it. I still love the car. Erica, Joel, and especially Doug Singler were friendly, professional and respectable. I could understand that the dealership could miss listing some car imperfections,  I was also already prepared to pay the full amount anyway, but I had expected better accommodation, accountability and by far a better and respectable service. Gray's answers, communication and service were not what I expected to experience at any shop or store, let alone a reputable Faulkner Cadillac dealership

This review is for the Faulkner Body Shop. My 2022 Cadillac was at this shop as I am from out of state and was in a fender bender while visiting PA. This body shop was suggested to me to make repairs as it was not drivable. I left my vehicle for the repairs and when they were complete I sent a travel company for pick up. Jay relayed to me that final inspection was done and my vehicle could be picked up. After receiving my vehicle and inspecting my vehicle I noticed within a very short period of time that the paint had 2 runs in different spots, a clump of paint in the opening of the door very noticeable, also down the door of my car the paint is dim b/c the body man did not take the time to buff the paint, my hood was off and sticks out along with my headlight is missing a support bracket and does not sit in correctly. My car is a 2022 and has been really taken care of. How disappointing!!! I have taken my car to a local body garage and sent the quote to Faulkner Body Garage and they are refusing to pay to have my car fixed correctly. I would never allow a vehicle to leave the parking lot looking like this! Can't believe this would be a reputable company doing this kind of sloppy work. I would NOT recommend this body shop!

Took my Cadillac there. Was towed there. I'm from across the state. First time got my car back had to have it towed there a second time, only 45 mins away from dealership. Then my car was there 6 weeks. They charged me for 3.5 hours labor. Called around the three other Cadillac dealers. They quoted me 1.5-2.5 hours labor. On of those were another Faulkner Cadillac dealers. They quoted me 2.5 hours labor. I was overcharged. Service manager kept saying. G.M. .forces them to charge 3.5 hours labor for the job. Alternator swap. Save your money,go anywhere else. It should have cost me another tow to have the work done somewhere else. I love 350 miles from dealership.

Great dealership.. both sales and service! , I wanted a new Escalade and Faulkner ordered it exact to my specifications.. Top value for my trade in and excellent delivery process I highly recommend Faulkner Cadillac !

After a very bad experience with a local Cadillac dealership, I took to the internet to find the car I wanted to purchase. Searching for months, I finally happened upon the XT5 that I wanted. Problem it was in PA and I live in KY. Ben Roberts was wonderfully helpful and accommodating. I flew into Philadelphia and rented a car to drive to the rental location closest to the dealership. Ben picked me up at that location and within an hour the paperwork was signed and I was on my way for the 10.5 hour drive back to KY. The car is perfect. The transaction was speedy with no surprises. Everyone at this dealership went out of their way to help. I am very appreciative and would do this again for any future purchases. I've owned Cadillac since 1989. My go to family-owned dealership closed during COVID so went to another local dealership that twice sold two vehicles right out from under me. Customer service makes these dealerships what they are and I will gladly return to Faulkner for future purchases.

Purchased a used Cadillac CPO CT6 late January 2022. Dealer Failed to show $ 500,- deposit on final bill. Refused for a long time to sign Bill of Lading for transport company, delaying transporter. Released the Cadillac CT6 without key fob #1 and with FOUR BENT WHEELS for transport. Fob issue had to corrected by local dealer. Wheel problem was Identified by local Cadillac dealer. Working through Cadillac USA, to have Faulkner to correct wheel issues to today has Zero results. Am 250 miles from selling dealer.

Purchased 2020 CT6, CPO, Cadillac Jan, 2022. Dealer failed to show $500.- deposit on sales bill. Released the car for transport to my home without remote keyfob #1. And Four Bent wheels. A week after delivery, due to very bad weather/road conditions delay, drove car, had horrible ride like farm tractor on cobblestones. Local Cadillac dealer identified problem as ALL FOUR WHEELS ARE BENT. Can not be balanced. Faulkner initially refused to sign bill of lading of transport company, delaying loading and transport, which I had prepaid. Am 250 miles away from this dealer. So far woking through Cadillac USA to help solve preblem unsuccessful. So much for their slogan of "total satisfaction"

Just traded my 2013 XTS for a CPO XT5 Platinum. I was very satisfied with the entire experience. Ben Roberts in sales and Tim Sexton were both very easy to work with and very professional and attentive. Highly recommended.