Sewell Cadillac of Grapevine - Service Center

Kudos to Service Manager David Boyd of Sewell Grapevine for exhibiting exemplary efforts in customer loyalty by addressing brake and suspension issues I recently brought to his attention. Thanks again. for exhibiting exemplary efforts in customer loyalty by addressing brake and suspension issues I recently brought to his attention. Thanks again. More

Last week I was on a time crunch and had 30 min to drop in and get my car washed. Kenneth greeted me and listened to my time challenge, then told me not to worry that he would take care of this and stay wi in and get my car washed. Kenneth greeted me and listened to my time challenge, then told me not to worry that he would take care of this and stay with the car until it was washed and be back in my time frame. He did just that. He went way out of his way to make sure that I was happy and he did what he said he was going to do. He certainly exhibited the type of customer service that Sewell is known for. I just wanted to recognize him for a job well done. More

This is the worst service I have ever had at a dealership. I have been taking my car to Sewell for a problem GM is aware of for the last few months. Not because I wanted to, but because I had too! dealership. I have been taking my car to Sewell for a problem GM is aware of for the last few months. Not because I wanted to, but because I had too!! The people here are rude!! I pulled up to the dealership to return the loaner. No one and I do mean no one came up to greet me. They had people sitting on the drive with the nerve to stare at me. They proceeded to help others right in front me. As if I didn't exist!! So I get out and walk to someone to notify them I was bringing the car back. The service guy directed me to an office that was handling my ticket. I went in and they told me my car would be out shortly. After waiting for at least 15 more minutes. They finally drove my car up on the drive. No one came to get me to tell me the car was on the drive nothing. My son and I just went and got in the car and drove off!! No apology, no call!!! Ridiculous!! Their commercials are all lies!! More

On Feb. 2, I took my Cadillac XT5 car in to Sewell Cadillac of Grapevine for scheduled maintenance. There was a small chip in the windshield, about 1/4" roun 2, I took my Cadillac XT5 car in to Sewell Cadillac of Grapevine for scheduled maintenance. There was a small chip in the windshield, about 1/4" round. Despite freezing temperatures, a Sewell employee turned the defroster on full blast with the heater on its highest setting, and the chip spread into a 30"+ crack that ran in both directions, splitting the driver side line-of-sight and running into the passenger side corner. I noticed the crack after they pulled the car up for me to leave, and I went to report it immediately. This was NOT how I brought my car in, and it had been in only their possession from Feb. 2-5. My service advisor, Ms. Polito, was gone, so I told the advisor next to her. He said usually when this happens, customers just file with their insurance. Again, this happened while the car was in Sewell's possession, and it was not how I brought it in. I tried to call Ms. Polito from my phone. No answer. I took pictures of the crack, then, and texted them to Ms. Polito, explaining that my car had been returned to me with this huge crack in the windshield. No response. I called later and explained the situation to another employee. I was told the Service Manager, Marisa, would call me. She didn't. I tried again and was told Marisa wanted to review the video and would call me back. She didn't. After 5 days, I called the General Manager and left a message. The GM at Sewell Cadillac of Grapevine STILL has not returned my call, and it is Feb. 20 now. Marisa called that day, however, to explain that "these things happen," and "Sewell did not do anything wrong," and "...there is nothing they can do." Marisa said anything could have made the crack happen, and blamed it on the drop in temperature. I explained to her that what you absolutely do NOT do in cold temperatures is turn the heater on its highest setting and blast the defroster on its highest setting if the glass has a chip, because it will cause the chip to crack or spread. Yet, that's exactly what an employee did. At that point, Marisa acknowledged that the service person who turned the defroster on full blast and the heat on full blast SHOULD NOT have done that in temperatures that cold, and SHOULD have reported the damage that occurred to the windshield. Yet, even after her acknowledgements, I'm stuck having to hire an attorney to deal with this mess. Sewell Cadillac of Grapevine is acting in a manner that is sloppy, unprofessional, and against EVERYTHING the Sewell name stands for. Why should I, the customer, be the one cleaning up their error and coming out of pocket for a mistake that I didn't make? Wrong is wrong, and Sewell Cadillac of Grapevine needs to have the windshield fixed. The General Manager find time to make a 5-minute phone call and apologize. Sewell Cadillac of Grapevine hid their employee's error, refused to contact me, passed me around, passed the buck, acknowledged culpability, and in the same breath, denied any wrong-doing, telling me "these things happen." Here's what amazes me. When I set the maintenance appt, I left word for my salesperson that I was in the market for another Cadillac. I even mentioned it again when I came to drop the car off, and again when I arrived to pick up my car. I had turned down a contact from Sewell Cadillac of Dallas because I had planned to return to Sewell of Grapevine. I have a hard time imagining what kind of business model would roll the dice on the sale of a new vehicle to a current customer ACTIVELY looking to be a loyal, repeat customer, when the only things in the balance were an acknowledgement of error and replacing a windshield. 4th down with inches to go, and Sewell Cadillac of Grapevine punts it away. More

The service manager or service department person called me and told me that my CTS Cadillac part would be $1900, then he told me it would be $1600. Making a long story short, the part only cost on the invo me and told me that my CTS Cadillac part would be $1900, then he told me it would be $1600. Making a long story short, the part only cost on the invoice $425. He charged me $1225 which I agreed-upon. The invoice shows nothing itemized and shows that the part for the antitheft system only cost a total of $425.I am still trying to call the sales manager or owner of Sewell Cadillac in Grapevine. Whenever I get an answer I will leave a post review or reply to this area. If anyone’s had a similar situation with Sewell I have a Grapevine Texas, I would appreciate you letting me know as well and others thanks and all stay well! Dirk More

I would never buy a car from Sewell Cadillac service department is rude and sales department isn’t very good either. I highly recommend Crest Cadillac as they bend over backwards for there customers department is rude and sales department isn’t very good either. I highly recommend Crest Cadillac as they bend over backwards for there customers More

Bad business I have after market warranty. The company paid thousands of dollars to replace the shocks 16 months ago. I’ve taken the SUV back 3 times. That 4 t I have after market warranty. The company paid thousands of dollars to replace the shocks 16 months ago. I’ve taken the SUV back 3 times. That 4 total times in 16 months for these shocks that are supposed to be new. The SUV has genuine GMC parts. My warranty went out. They won’t replace the shocks that they put on because the warranty had them shipped to the dealership. Which I didn’t know. Nevertheless, I have taken this truck back on 3 different occasions over 16 months because they weren’t working properly And now Sewell wants to charge me for new shocks. I talked to the manager (Bobby) and he’s giving me all of these scenarios trying to reason with me like a child in explaining why they won’t fix the genuine GMC parts that has never really worked in the first place. Saying they dont have the receipt for the shocks being bought. So they cant replace them. His hands are tied. He didn’t even try. Smh. This is senseless and unprofessional for a Cadillac dealership with the name Sewell to behave in this manner. So watch your backs when you’re getting your car serviced there. More

Will not honor warranty saying my car was in an accident My car has been in this shop 4 time for engine light. Now they say the the warranty will not fix it because my car was in an accident. But there are n My car has been in this shop 4 time for engine light. Now they say the the warranty will not fix it because my car was in an accident. But there are not scratches or dents or any physical evidence of a wreck. Never trust Sewell. They are great while buying a car but not when fixing one. More

No Brakes I took my truck to Sewell Cadillac in Grapevine on 3/28/18 for a basic oil change. I arrived at my scheduled appointment. T hey took my truck and an I took my truck to Sewell Cadillac in Grapevine on 3/28/18 for a basic oil change. I arrived at my scheduled appointment. T hey took my truck and an hour later came and told me that my brakes were completely out. I was told that my staring shaft was bent and it cut my brake line and would cost $1800 to repair. When I asked how could that happen and what would cause my staring shaft to bend. They stated that something must have hit it. I told them that I have not hit or run over anything. This truck has never been in any accident. There was no evident of any leaks. Not even when I pulled up to their bay. So from the time they pulled truck from their bay into their shop, the brakes went completely out and they could not stop. My question is, that if the brakes were a problem when they first drove it into the shop, why didn't they come tell me then. Why wait over an hour to inform me that something was wrong. When I questioned them about my concern, they became defensive. I was told that I could either fix it or have it towed out. This is the second time taking my truck in for one service and having something else go wrong while in their shop. More