Curtis Smith

I purchased a new 2025 Cadillac Optiq from Classic Cadillac of Atlanta on 2/28/2026 through the Costco Auto Program. At the time of purchase I left a positive review based on the sales experience. Tha Cadillac of Atlanta on 2/28/2026 through the Costco Auto Program. At the time of purchase I left a positive review based on the sales experience. That review no longer reflects the full picture, and I owe future buyers an honest one. At delivery, I identified several defects: an exterior scratch, a dashboard seal installed out of place and visible from both front seats, wrinkled and bubbling headliner edges, a scratched infotainment knob, defective steering wheel stitching, and a rattle from both front doors. My salesperson Patrick and Sales Manager Ted Maull verbally committed to addressing these. The We Owe form the dealership put in my file lists only two items totaling $375 (a charging adapter and a paint touch-up). It is not signed by me. Every other defect they promised to fix was left off the paperwork. Over the next four months, my vehicle was in service five separate times for approximately 30 cumulative days. During Visit 2, the dealership caused a new yellow scratch under the rear driver-side door, which required a third visit for in-house paint correction. During Visit 4, the newly installed dash pad came back with a fresh mark on it, as if a tool had been dropped on the surface during installation, requiring yet another replacement and another service visit. The vehicle was also returned to me that day covered in pollen and bird droppings, with the driver's seat reclined and the battery at 51% despite my service advisor confirming it had been charged the day prior. Service communication was poor throughout. My service advisor Curtis Smith was minimally responsive and had to be repeatedly called for status updates during a two-week service visit that was originally quoted at four business days. My attempts to escalate to Service Manager Haley Camplone went unanswered over multiple weeks. My formal written escalation to Cadillac Store Manager Tom Murry received no response for a full week. It was only after I reached out to Sales Manager Ted Maull that the matter was forwarded internally and eventually reached Fixed Operations Director Chuck Turck. Chuck deserves genuine credit here. He responded quickly, acknowledged in writing that the vehicle "should have never left here like that," and personally coordinated the final service visit. Sales side (Patrick, Ted) were also reasonable to work with. If the rest of the dealership operated the way Chuck does, this review would look very different. Unfortunately, the final resolution was disappointing. The dealer-damaged paint was polished rather than professionally repainted, and Chuck declined any form of financial accommodation for the cumulative service time or the failure to honor the original commitments at purchase. Loaners were provided during each visit, which the dealership has characterized as a courtesy, but a loaner during a dealership's own repairs on a new vehicle is a baseline expectation, not a concession. I documented the full experience with Cadillac Customer Experience. I purchased a Cadillac, and chose Classic specifically, because of the brand's reputation. The sales experience was fine. The post-sale service experience, and the dealership's willingness to stand behind commitments made at purchase, was not what I expected from a Cadillac dealership. If you are buying here, take these precautions: get every promised repair listed on the We Owe form, sign it, and keep a copy. Photograph and video your vehicle at every drop-off and pickup. Do not rely on verbal commitments from anyone in sales or service. And know in advance who to escalate to, because the standard service channel here does not always work. More

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