Cadillac of South Charlotte

I have been a customer for over 20 years with Cadillac of the South and bought no less than 6 Cadillacs from them, mostly under the Arnold Palmer ownership. I have never been more disappointed in the leve of the South and bought no less than 6 Cadillacs from them, mostly under the Arnold Palmer ownership. I have never been more disappointed in the level of customer service that they now offer the customers. After numerous calls and messages over the last several weeks to their service department, I have yet to receive a callback. Even a call to Manager Steve Bell was not returned. Fortunately, there are other Cadillac dealerships that I can use. My regret is now that I referred so many customers to them over the years. I think it is important to share this experience and suggest potential customers look at other reviews. More

Stay away from this dealer. I bought a car and I realized on the road, the tank was nearly empty. I contacted my salesman and no response. I bought a car and I realized on the road, the tank was nearly empty. I contacted my salesman and no response. More

AVOID THIS PLACE! This review is specifically for the shop- not the dealership as I have no experience with that. Fifty percent of the time that I’ve visited the shop This review is specifically for the shop- not the dealership as I have no experience with that. Fifty percent of the time that I’ve visited the shop to get my car fixed something has gone wrong. Every time I worked with BILL, something went wrong or felt uncomfortable by the situation. One time it took four hours for an OIL CHANGE- and yes I had an appointment. Another time I went in (once again, appointment made days ahead of time) to get my windshield replaced and my CUE system looked at. This time was also with BILL. I pulled in as always, he asked what we were doing for the day, took the keys, and then I went to the waiting room. Well over an hour later, Bill walks in the room saying that 1- they didn’t have the windshield and would have to hire an external company to come out and 2- they didn’t have the CUE ordered so I would have to come back for that as well. I waited almost two hours for them to say “sorry we weren’t prepared”. Actually, scratch that. There was no “sorry” at all. I was given a price tag and told that they could fix a recalled part on my car. That’s all. An additional two plus hours later and I was finally out of there with an appointment to actually fix my car. Here’s the weird thing- no matter how many times I asked, Bill would never tell me what happened to my CUE screen cracking out of absolutely nowhere. I just figured I’d get the diagnostic when I returned in a few days after they had a replacement in. Fast forward an couple of days and I’m back to get my windshield and CUE screen looked at like before. This trip I asked Bill THREE times why my screen would crack out of nowhere and he continued to say either the price or change the subject. Complete slimy snake behavior. Also, I waited for a while in the waiting room this time for Bill to come in and say that my windshield had been delivered the week prior but was broken by the company that delivered it. They received the windshield the day after my last visit and had almost an entire WEEK to get a new one if they knew it had arrived broken. Bill specifically said that it had arrived broken. That means they would have had to know that long before my appointment. If that’s the case- then why wasn’t I told that when I first arrived to the dealership instead of them wasting my time yet again? In any case, after Bill’s cold-shoulder approach to telling me the news, he said the CUE screen had been replaced and the total was $1330~ and once again, I asked what was wrong with it. HE SAID NOTHING. I asked him who do I need to talk to in order to get an answer and he said “what? What do you mean?” I asked one last time “Why would my screen crack and become unusable out of thin air?” (there was no temperature shift, heavy pressing, NOTHING going on to cause it). He yet again just looked like a sneaky snake and ignored me. I told him at that point I would just take it up with Cadillac. Come to find out that there have been multiple class action lawsuits filed for the same thing happening. Lastly, when they wash your car at the dealership, they’re not very vigilant. I had an attachment on the back windshield that was washed away in the car wash. When I asked Bill about it he said that nothing had been found and assured me that they were not the cause- twice. Made me feel like an idiot for even asking the question. A couple of days later I received a text from Bill (completely unprofessional) that they DID have it from the car wash even though I had already purchased a new one. I told him of my negative experiences and was met with an awkward and unprofessional text exchange until I told him that I preferred not to communicate with him any longer. Then I received a call from another number from him (which I didn’t answer but was able to track) after I told him that I didn’t wish to speak to him. Listen, this place may be great, but I’ll never know because I’ve dealt with Bill each time something bad or shady happened. Is it because I’m a younger adult female they can take advantage of? Who knows. More

Another below average experience. The service department made a mistake ordering parts for a recall and did not act in a timely and professional manner to resolve the issue. Despite the mistake, a better se made a mistake ordering parts for a recall and did not act in a timely and professional manner to resolve the issue. Despite the mistake, a better service department would have finished the work in 2-3 days. This place needed 12 days. Here’s the full experience: At the last routine service appointment, the service advisor found a factory recall for my 2018 CT6 PHEV. They needed to replace the wire harness to the hybrid transmission and change the transmission fluid. I had other factory recalls on previous vehicles and usually the dealer orders the parts, schedules an appointment and they have you typically in and out the same day. Not so at Cadillac of South Charlotte. They ordered the recall parts on December 16th, and on January 5th the service advisor contacted me that the parts had arrived. We agreed that I drop off the car the following Monday January 10th. When I checked the car in with him, he said that he estimated the car to be ready the next day after lunch. I asked him to call me once the car is ready for pickup. For factory recalls during the warranty period Cadillac would typically pay for a loaner car, but I did not see a need for a loaner car, since I was going to get my car back the next day. Boy, was I wrong! The service advisor did not call me on Tuesday or Wednesday. On Thursday I called him to find out what the hold-up was. He explained that the shop did not receive the specified transmission fluid which was supposed to be included in the shipment of recall parts. Apparently, somebody forgot to check if the parts order was indeed complete BEFORE calling my car into the shop. I would expect swift action from a premium brand service department to correct such a mistake, but no urgency here. What happened the following days was a disgrace. I finally got my car back twelve (12) days after I had dropped it off. The service department seemed disinterested to put any effort into the problem. They reordered the fluid and just waited, hoping for the fluid to show up. No question why the fluid they had originally ordered three weeks before never showed up. Whenever I called the service advisor for an update, they would say the fluid should arrive the next day and that he would call me, but then he did not call. I kept following up and at some point, the service advisor admitted that they did not have a tracking number for the shipment. Eventually I started researching the internet myself for possible solutions. I found out that the specific fluid was categorized as “discontinued” at any O.E. parts retailer I checked. I also found a service bulletin from Cadillac that named an alternate transmission fluid in case the original fluid is not readily available. Ironically, my search showed, that this approved alternate fluid was available at NAPA automotive parts store across the street from the dealership. It was for the 2017 model year, and I sent it to the service advisor and suggested to check with the vehicle manufacturer if this bulletin would also apply to (my) next year’s model. I also told them that this approved alternate fluid was in stock at the nearby NAPA automotive parts store. Again, no response. After nine (9) days I told the service advisor that I would need a loaner car for the upcoming weekend if they were not able to get me my car back. The service advisors responded that they do not have a loaner car for me, but at least my demand triggered some activity on their side. The next days they contacted a partner dealership that had the approved alternate fluid in stock and sent someone to pick up the fluid and finally started working on the recall. More

After a disappointing routine maintenance service in Dec. 2021 I can no longer recommend this dealership. Simple work was done poorly or wrong. I had made an appointment for my three-year-old car and requ 2021 I can no longer recommend this dealership. Simple work was done poorly or wrong. I had made an appointment for my three-year-old car and requested an oil change and a brake fluid flush. These items were required based on the manufacturer’s maintenance schedule in the owner’s manual. Upon check-in the service advisor wanted to add tire rotation. I told him that the car has different size tires in front and rear and he cannot switch front and rear positions, but he said they can still swap left and right. When I came back to pick-up the car, the service advisor was not able to provide a copy of the work order, so I asked him what work had been completed. When he didn’t mention the brake fluid flush, I asked him why that was not done, his answer was “Because the car doesn’t need it.” That was wrong. First, the manufacturer requires it every three years. Second, brake fluid is hygroscopic and absorbs moisture from the air over time, which lowers its boiling point and may reduce the ability to stop the car when brakes get hot. This is especially critical when cars, like mine, use the DOT4 brake fluid. We agreed to make a new appointment for the brake flush. A couple days later I noticed that the tire pressure display in the car showed odd numbers. I manual measured the tire pressure with a gauge and the pressure values did not match to the display in the car. I checked the tires and realized that the shop had indeed switched the different size tires between front and rear. I now had the wide tires in the front and the narrow tires in the back. On a side note, the smaller tires are not designed to carry the load at the rear axles. That means, if an accident happened and a passenger was injured, the court would rule this as a result of negligence by the dealership. In addition, they put too much oil in the engine after the oil change. When I checked, the oil level was significantly above the maximum limit on the dip stick. The second appointment was no better. When I picked up the car the (same) service advisor felt the need to confirm that the tires had been rotated back into the correct position. When inspecting the tire sidewall markings he concluded, that the tires were still not in the correct position and went off to get a technician to rotate the tires. While I waited for their return I checked the tires myself. The tires were actually in the correct position, just that the service advisor didn’t know how to read the tire size correctly or misread it. Luckily, I could prevent them from doing the same mistake again. In addition, I saw at home, that the technician had missed to top off the brake fluid in the reservoir after performing the brake fluid flush. It is concerning that this service department does not pay more attention to safety relevant components like tires and brakes. Finally, also at the second appointment, the service advisor was unable to give me a copy of the work order, which lists what maintenance was done. I never had that problem with a car dealer’s service department before. More