Jim Ellis Cadillac - Service Center

Unfortunately my experience was SUPER HORRIBLE! Not only did they keep my vehicle that I’d purchased less than a month prior for three months, two months in after me having to reach out to the pers Not only did they keep my vehicle that I’d purchased less than a month prior for three months, two months in after me having to reach out to the person that sold it to me, I was told to come pick it up because it was ready. After making the long ride there I found that my vehicle hadn’t been repaired and the recommendations from their mechanic was ignored. All I got was empty promises and next to zero communication. I even tried the app so that I could create a paper trail and they still fell short. My bumper to bumper warranty is rapidly approaching and I hadn’t had fair enough time to experience my vehicle properly. I had two issues with my vehicle. The passenger side blind spot indicator wasn’t working. That took them thee months. (Just replace the sensor). The part about this experience that bothers me most is that right now my entire vehicle is shaking from a rough idle. They’ve told me they don’t feel it. When I went there and requested the mechanic come speak to me he admitted he knows exactly what I’m talking about. It’s a constant problem and isn’t something that has to be recreated. But because it’s not triggering a indicator light, he can’t do anything about it. He vehicle makes me feel like it’s gonna give up on me right after the warranty completely expires this year. I’m afraid to take it back to them because of this last experience. Their answer to my grief is a $500 dollar credit but of course it’s a promise and nothing signed in writing and would only be a drop in the bucket for any basic work that would need to be done. I suspect my vehicle either needs a full tuneup or there’s a issue with the fuel system and that’s creating this shaky motor issue. At the last minute they said I needed new motor mounts and supposedly changed them. Motor mounts shouldn’t need to be replaced on a 2018 suv with 59k miles on it. The mounts don’t look new or old so I can’t verify that they actually changed them. I’m frustrated but I was patient and fill like I’m making valid points about the issues concerning this vehicle. My wife has purchased a Cadillac and said she’d definitely use a different dealer for her maintenance. I hope I’m wrong but they’re making me feel like there are underlying issues with my vehicle that they are trying to hide until the warranty expires. In closing service was horrible, communication was horrible, compensation was subpar and my vehicle is still idling rough and this dealership are refusing to do what needs to be done. I’m irritated, frustrated, and disappointed. More

Too many issues to write. Paid for cadillac sill plat and keyless entry (both $115 labor pre-paid on the cadillac website) and scheduled to have them installed. When I broug Paid for cadillac sill plat and keyless entry (both $115 labor pre-paid on the cadillac website) and scheduled to have them installed. When I brought the Escalade in, they asked if I wanted to wait, I said I would come back later. Called later that afternoon, they said MIGHT be ready tomorrow. xxx is the point of an appointment if they cannot work on it same day? Common sense! But they said they wanted to have a conference first when I live 1.5 hours away round trip and it is a simple $115 labor part install? What a joke. I called for the price of a duplicate key before going, gave them my VIN, and 20 minutes later they said $560 (wow). I asked for a key duplicate when I dropped it off. 24+ hours after dropping off THEY STILL COULD NOT MAKE A KEY for my 2022 Escalade. They EVEN said it might be more $ and COULD NOT EVEN GIVE ME A PRICE 24 hours later. The keyless entry they installed was totally crooked, looked like a kid slapped it on! I fixed it myself later and cleaned up the resulting tape mess, I did not have time for them to take it back and fix it while there. Key pad itself is not pressing down on the 0 digit unless you crush it, cadillac problem, tech noticed it but oh well, not a Jim Ellis Cadillac problem apparently. I said I had a very tight schedule and please have the car ready for me exactly at 2. Car was not out front. Car was not washed, asked if I want to wait, I had no time for that either. Had to wait for the technician to tell us how to program the keyless entry even after that. Parts person was nice. More

Do not use the service department. I set up an appt 1 week in advanced and verified $$$ and that the service could be completed on that day. After driving 30min to the appt I was t I set up an appt 1 week in advanced and verified $$$ and that the service could be completed on that day. After driving 30min to the appt I was told they did not have the personnel to complete the job that day. No one called ahead of time, no warning. More

Quick response from Quinton the service manager made me give the service another chance. Thanks give the service another chance. Thanks More

STILL AWAITING A RESPONSE FOR SERVICE RENDERD IN FEBRUARY. No one wants to own up to the mistakes made on behalf of the dealership.Noaccuarte help on days needed is not my fault and shouldn't have t FEBRUARY. No one wants to own up to the mistakes made on behalf of the dealership.Noaccuarte help on days needed is not my fault and shouldn't have to pay for dealers issues. More

Oil change was too long. 1.5 hr Car wash was marginal. Would have been mice if they vacuumed interior 1.5 hr Car wash was marginal. Would have been mice if they vacuumed interior More

The team at Jim Ellis Cadillac is outstanding I truly would recommend anyone who’s looking for a vehicle to go and see Justin, in sales and I also would like to extend a thank you to the service departme would recommend anyone who’s looking for a vehicle to go and see Justin, in sales and I also would like to extend a thank you to the service department and deal with Reggie. He’s an outstanding individual and concern about the customers needs. Thank you all for all you do. Carl More

Wanda the service writer was extremely helpful she made my experience better she went out of her way to make sure I was happy my experience better she went out of her way to make sure I was happy More

Dealership did a good job, they didn't keep my car for long, but my car was not washed. long, but my car was not washed. More

He did not order my part for a CT5 Cadillac. Noah kept lying stating that the part did not come in. I contacted Cadillac in New Port News VA where I was traveling to and they reported to me th Noah kept lying stating that the part did not come in. I contacted Cadillac in New Port News VA where I was traveling to and they reported to me that the part I need would arrive within 24 hr of my dropping my car to the dealership More