It's the post purchase service that counts
November 5, 2018
MotorWerks Cadillac of Barrington gets 2 thumbs up. That's a pretty rare endorsement coming from me but its definately due :) from my Sales Rep George Lorenzi to the Management who negotiated my trade-in / purchase and the service dept that handled post purchase care; they all excel in customer service and actually deliver on what they say. More importantly they LISTEN. When shopping for our 2015 Cadillac Escalade we were back and forth between Patrick Cadillac and MotorWerks Cadillac and the experience was night and day. MotorWerks listened to what we were looking for and focused on our needs with absolutely no pressure. George knows his Cadillacs, it's features and actually cares about his customers. He totally humanized the experience of big ticket car shopping. On the other hand Patrick Cadillac was totally focused on the sale and when they couldn't fit my needs with drive off lot inventory they tried to convince me out of my color choices and onboard features so I could leave with something then and there. My sales rep called me the weekend after the purchase just to see how things were, then 2 weeks later to ensure we were familiar with all of the cars features yet, and again one month after the sale to see how we're doing and if I received the after purchase items that were promised. George knows how to treat a customer and MotorWerks knows how to assemble a 'team' that cares... Big kudos. After purchase service is HUGE to my wife and I, our last Cadillac was serviced exclusively through Patrick Cadillac. To be honest I never felt comfortable there, they really do the assembly line approach to your service. Maybe I'm being picky but I notice the little things like Patrick service orders / trouble tickets are taken at a standing desk (like at the Airport) so you feel rushed and uncomfortable. No one knows your name so you feel like a barcode as it was a new face each time. Now MotorWerks Cadillac in Barrington seem to have gotten this part right from my recent experience. When we walked into a service appointment they sat us down, assessed the needs, checked the details, and walked us through the process. They asked for feedback on the car and suggested preventative maintenance tips. We were swiftly put in a new Cadillac loaner and off we were. They kept us updated... When we picked it up they checked it out with us until they saw the smile and got the handshake... Now that's service. BTW: We love the free car washes; it really is the small things that matter most :) Update: Was looking to schedule my first oil change so I opted to use the webform on motorwerks.com. After I hit submit someone called me literally 1 minute later and set up a drop off time and loaner car. Still impressed months later with nothing to complain about.