Exceptional Customer Service
December 3, 2018
I live in Nashville, TN and located my Certified Pre-Owned 2017 Cadillac CTS Premium Luxury 3.6L AWD in Red Obsession Tintcoat online through Heritage Cadillac's website, which was well laid-out and easy to navigate. When I made the call to the dealership sales department, I was pleasantly greeted by Mr. Charles Hughes. I was surprised by his cheerful personality and upbeat tone and in that moment I realized that I made the right call. Something just felt different... When I asked him questions about the car, he went the extra mile to make sure that the car was equipped as advertised and even sent me the build sheet that listed every option and package on the vehicle. He then went on to describe all of the benefits of the Certified Pre-Owned Warranty which was very helpful. He also did all of this VERY FAST. THESE PEOPLE DO NOT WASTE YOUR TIME. After thinking it over I decided to let them give me a bid on my trade-in. I had a number in my head that I wanted for it and after they did the sight-unseen appraisal based on the VIN # and everything else, Mr. Charles Hughes called me to deliver the result. He gave me the number straight up and I was AGAIN surprised that they offered exactly what I had expected. At that moment I knew that I was about to buy the car AND I HADN'T EVEN SEEN IT IN PERSON YET. I put a deposit down over the phone to hold the car and then made arrangements to travel to Chicago to do the deal. That very next weekend I drove the 11 hours from Nashville, TN to Heritage Cadillac in Lombard, IL and made my purchase with Mr. Charles Hughes, who had the vehicle waxed and cleaned, sitting inside their delivery bay awaiting my arrival. I cleaned out my trade-in and handed the keys to Charles where he then quickly had the manager verify its condition. They had my paperwork prepared in order to expedite the process and before I left, Charles handed me a large and elegantly prepared gift for my Fiance'. He even offered to buy me dinner too! When it was all said and done, I left the dealership completely satisfied and I truly felt like I had an amazing experience that I will never forget. Charles Hughes knows how to treat his customers and everyone else at the dealership was just as impressive. Special thanks to Dan Paz for making me a great offer on my trade that I couldn't resist and John Rabenda for getting me an excellent deal on financing. THANK YOU! I Would HIGHLY recommend this dealership to ANYONE looking to buy a new or pre-owned vehicle!!!