Cadillac of South Charlotte

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

Owner of 3 Cadillacs, always used them for service (bc they were the only dealer in the area for a long time) cand honestly say I will never get anything fixed there again. When there bc my break lamp was they were the only dealer in the area for a long time) cand honestly say I will never get anything fixed there again. When there bc my break lamp wasn't working. In less than a year the lamp was out again. And here we are 2yrs later and I'm still dealing with the same issue. Not sure if it's bad parts or bad work but the folks there sure don't care. If you need work done I would steer clear of them, as I was told, it's not their problem More

Best experience ever, my third lease and the sales team and managers are the best, highly recommended…Please give them a try, you will be happy with the experience. and managers are the best, highly recommended…Please give them a try, you will be happy with the experience. More

I would love to start this review about how great this place was! BUT unfortunately I cant.... I found a suv 50k, worked the deal with the sales guy, had my bank cut the check. asked the sales to walk aro place was! BUT unfortunately I cant.... I found a suv 50k, worked the deal with the sales guy, had my bank cut the check. asked the sales to walk around it to just double check every as I would be making a 2 hr drive to get it. I waiting a day for the video after texting Tom serveral times to finally get a TEXT that the suv I thought I was picking up on Saturday had been sold!!!!! HOW I mean Im confused. And to top it off the sales guy didnt care, his reoky was sorry someone wanted it that didnt need to see it! WOW, so Ive been waiting in you to show me the suv after the bumper was touched up, deal done, check cut, made arrangements to get there I will say this was the wirse experience and in the end I have NO new SUV Great Thanks More

This dealership has put a brand new engine in my 2011 Yukon denai without my authorization and is asking 11,000 and has shut my SUV business down . Spoke with manager and he takes no responsibility in t Yukon denai without my authorization and is asking 11,000 and has shut my SUV business down . Spoke with manager and he takes no responsibility in this mistake. And blames me with threats of selling my vehicle to get payment . They have had my SUV for months. Not even giving me my tag . Getting action 9 involved now . Do work with no signature from . Put an brand new no mileage engine in my 2011 Yukon is ridiculous without a deposit makes no sense. I promise I'm not going to lay down and let this happen. More

I bought a used Lexus from this dealership and I cannot say enough about their SUPERIOR SERVICE. I dealt with Steven Bell and Jaren, who was a brand new salesperson. Every single thing they both did was be say enough about their SUPERIOR SERVICE. I dealt with Steven Bell and Jaren, who was a brand new salesperson. Every single thing they both did was beginning to end was professional, polite and knowledgeable. The car I ended up buying had previously been with another dealership. I passed on making the purchase there because of the 2 gentleman I was dealing with there. I can not say enough about THIS dealer!! 5++ More

I used to live in the Charlotte area, and I always had my 2008 Cadillac CTS serviced at Cadillac of South Charlotte. It was always a great experience. While I now live a couple of hours away, I needed to get 2008 Cadillac CTS serviced at Cadillac of South Charlotte. It was always a great experience. While I now live a couple of hours away, I needed to get some repairs done to this same Cadillac and I made the trip to Cadillac of South Charlotte. I have worked with Jeff Hathcock for years, and he has been a tremendous resource in helping me to get the best out of my ownership experience. In the last instance, I needed the Sun roof to be resealed, new front brake pads, and an air bag sensor replaced. Jeff and the Service team made the repairs and it was a great experience, even if the Cadillac repairs can be somewhat expensive at times. I can say that in 8 years, I never had to take the 2008 CTS back because a repair or maintenance work was not done correctly. These people KNOW Cadillac. The facility is also nice, and you can get a cup of coffee and accomplish a few things using their Wifi. I can imagine in the auto repair and maintenance business, you cannot make everyone happy all of the time, but I believe these folks sure try to make that happen. Thank You! More

I moved to NC a few weeks ago and needed a car rather quickly. Steven Bell reached out to me via a facebook post, and a few days later I have my car. The experience could not have gone better. Chet Le quickly. Steven Bell reached out to me via a facebook post, and a few days later I have my car. The experience could not have gone better. Chet Leggett was a big help as well! No pressure dealer, highly recommend! More