Cadillac of Greenwich - Service Center

Dropped off my brand new Escalade IQ at Cadillac of Greenwich on Thursday May 9 at 10 AM for service. At intake I was told they would review it and get back to me later that day. Not only did I receive Greenwich on Thursday May 9 at 10 AM for service. At intake I was told they would review it and get back to me later that day. Not only did I receive zero communication that day but I heard nothing at all for two full business days. When I finally called to check in they had no update and said they would try to look at it Monday. I asked if they could return the vehicle to me for the weekend. The answer was no. I asked if it was normal to keep a 135 thousand dollar vehicle for four days without a single update. The response was yes. I mentioned I might have to write about this. Their reply was ok no problem. This is how they treat someone who just bought a brand new Escalade IQ. Imagine the treatment for customers further down the line. I would be very cautious buying or servicing a car here. You will probably see them try to explain this in a response but just read the review before mine on DealerRater. Same experience. Same silence. Same attitude. This is not a one-off. More

I had one of the worst experiences at this dealership. The service department was beyond rude and unprofessional. I had an appointment with service at 8am on Monday. After several calls, They fina The service department was beyond rude and unprofessional. I had an appointment with service at 8am on Monday. After several calls, They finally saw the car late on Tuesday (and couldn’t understand why I was frustrated). When speaking to Mike - he was obnoxious, speaking over me, could care less that a 1 day job turned into a 3 day job (and this hugely inconveniences me) and refused to give me the contact information for the service manager when things started to go south. While my car was in service, I was working with Conor to possibly upgrade my car (which I would never do at this dealer due to this experience), I asked Conor & the sales manager please have the service manager call me. (Note: Conor and the sales manager were very understanding) Mike in service is now calling me to try to smooth things over (seems odd considering it was 5 min after I spoke to the sales manager about my experience and all of a sudden he’s not hanging up on me anymore). And to top this all off, when I picked up my car my PAC badge was taken off my license plate. The service dept said sometimes this happen when they wash the cars (they didn’t seem surprise it wasn’t on the car) but they couldn’t find it. They had to play the cameras back. I had to call 2 more times for them to make this a priority. I’d think a dealership would prioritize a possible theft with alittle urgency but I guess not. The service manager finally sends me three photos from Tuesday afternoon where he indicates the badge wasn’t on the car. When I pointed out that the car came in Monday morning (and you can see the screws on license plate were freshly unscrewed and not properly put back in) - he said he didn’t have the footage of when the car got there. I didn’t realize that Cadillac is only responsible for the car when it’s in the service area and not from when I drop the car off. I know the badge was on my plate. I’m careful to always check before it goes into a valet type service because there was sentimental value in that hardware. I’ve had the same one for over 18 years. I think if nothing else Greenwich Cadillac should have been apologetic for the missing hardware, for me having to call 8x to get updates on my car or that they said the car “had to be there at 8am” on Monday even though it was going to sit there until Tuesday and not be touched. It was also disgusting that Mike (the service manager) asked me not to write a review because it’ll affect how they are paid instead of apologizing for my all around experience. More

The best to work with, easy quick appointments . service and updates work . Staff very pleasant and helpful. Sarina is a wonderful and so helpful. service and updates work . Staff very pleasant and helpful. Sarina is a wonderful and so helpful. More

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 t 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. More

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 canceli 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. More

Very dishonest dealership, very inappropriate behavior from management. Not at all like my previous experience with Cadillac. Will never purchase another Cadillac sad to say. Not if this is who I w from management. Not at all like my previous experience with Cadillac. Will never purchase another Cadillac sad to say. Not if this is who I would need to deal with locally. More