Otto Cadillac - Service Center

Otto Cadillac responded

Thank you for sharing your experience with us. We deeply apologize for the miscommunication and any frustration it caused. We take these matters seriously and strive to provide clear and transparent communication with all of our customers. We're sorry for any inconvenience and disappointment you faced during your visit, especially with the unexpected charges. At Otto Cadillac, we aim to provide thorough service that supports the safety and longevity of your vehicle. As part of our standard procedure, we use our advanced UVEye vehicle scanner to assess the car for areas such as tire age, tread depth, window integrity, paint condition, brake wear, and other signs of wear and tear. This scan, along with our technicians’ recommendations, helps us identify potential maintenance needs to ensure your vehicle remains in top condition. We understand that this process can sometimes be unexpected, but we do this to provide the best possible service to all of our customers. We would greatly appreciate the opportunity to speak with you directly to better understand your experience and make things right. Please contact our service manager at 518-869-5000 or rogerprentiss@ottocars.com at your earliest convenience. Your feedback is valuable to us, and we hope to regain your trust and improve your perception of Otto Cadillac. Thank you for giving us the chance to address this. Kindest Regards, Meghan Serrell General Manager Otto Cadillac 518-869-5000 mserrell@ottocars.com

Otto Cadillac responded

Thank you for sharing your feedback. We take all customer concerns seriously and appreciate the opportunity to clarify our service process. At Otto Cadillac, our goal is to provide clear, transparent information and expert recommendations based on a thorough understanding of your vehicle’s needs. During your visit, we used our UVEye system, which utilizes precision cameras to scan your vehicle and identify areas that may require attention. This advanced technology helps us ensure that all maintenance recommendations are based on objective data, not assumptions. The services we suggested — wiper blade replacement, alignment, and a transmission flush — are standard maintenance procedures that, when needed, contribute to the safety, performance, and longevity of your vehicle. We understand that car service terminology can sometimes be unfamiliar, and we strive to explain these terms in a way that is easy to understand. If there is ever a question or if clarification is needed, we encourage our customers to ask so we can provide further information. We value your trust and aim to create a service experience where every customer feels informed and confident about the maintenance of their vehicle. If you’d like to discuss this matter further or have any questions about the services we provide, we invite you to reach out to us at 518-869-5000. We’re here to assist you and help you understand the importance of regular vehicle maintenance. Thank you for your feedback. It helps us continue to improve and better serve you. Kindest Regards, Meghan Serrell General Manager Otto Cadillac 518-869-5000 mserrell@ottocars.com