Randy Marion Cadillac of Jacksonville

I scheduled an oil change/tire rotation with someone that represents the dealer on the phone Wed Nov 10th. This was my first oil changed and was told the oil change/rotation was free. The person on the pho represents the dealer on the phone Wed Nov 10th. This was my first oil changed and was told the oil change/rotation was free. The person on the phone sent so much time rationalizing why I had to come in so early to get an oil change instead of getting my information and seeing that the oil change would expire. My Cadillac did not even have 6k miles and the oil indicator told me it was time to do the change. My purchase anniversary was Nov 1th. I was told that the first oil change went away if not used by the first year with Cadillac and was quoted about $120 for the change after my car has already been taken back to be serviced. When setting the appointment I was told I needed to be there by 2:30 and my car sat there for almost 30 min before it was taken back. I drove away at about 4:15pm. The service advisor I was assigned to Dan Fravel was not ever there. Not professional. I was told that a good will of $100 would be applied to my bill after I questioned the oil changed not being covered being only 2 days past my anniversary. I was told if I had purchased the car there it would have been covered. I gave Claude Nolan a chance and the the person I dealt with treated me very poorly so I purchased the car from Fields. The waiting room is like a dungeon and the only other option was to sit on hard composite benches in the service drop off area. This is not up to par with what you expect from a Cadillac dealer. I checked with Fields Cadillac and explained my situation a couple days later. I was told that being 2 days late would have not have been an issue to get the oil changed covered. I then called and left a message for Eddie Weisen but have not heard back yet to see if he can make this right. Cadillac continues to underwhelm me with their customer service. I see now that I made a good decision not buying a car from Claude Nolan. I would tell anyone to use Fields, it is worth the drive and the experience. Cadillac and Claud Nolan need to understand this would have never happened at a Lexus, BMW, or Audi dealership. My second car is a Mazda and Tom Bush would never treat a customer like this. More

Nice sales folk, very polite... but Service is not good. Had I known what I would have to deal with I would NOT have purchased a car from these gentlemen. PS - The body shop was okay... but WHEN does a Had I known what I would have to deal with I would NOT have purchased a car from these gentlemen. PS - The body shop was okay... but WHEN does a service writer tell you he has to get permission to work on your car (purchased there)? NO response to submitted complaints of this behavior. More

After a couple of attempts to get in for a "Scheduled" appointment for our certified CT6 we finally were given a loaner (promised several times). The vehicle is used primarily to take my father to doctor appointment for our certified CT6 we finally were given a loaner (promised several times). The vehicle is used primarily to take my father to doctor appointments, labs, ect.. After a week in the service department the car for a triple transmission fluid flush (known problem) I picked the car up, no service writer/advisor there to answer any questions but drove the car home only to discover the problem wasn't resolved. I wish I had done my due diligence before hand as I would have seen that this service department has a terrible reputation. Cadillac in and of itself is also the issue! No customer service! No assistance! More

I was referred to Steve Terbrueggen at Claude Nolan to purchase the brand new 2021 Escalade ESV & confirmed I would purchase the vehicle 6/21/21. On 6/22 I gave my deposit of $2500 on my AMEX and did the purchase the brand new 2021 Escalade ESV & confirmed I would purchase the vehicle 6/21/21. On 6/22 I gave my deposit of $2500 on my AMEX and did the application for lease for my business. The vehicle arrived days later, Steve sent me photos and everything seemed to begin to move forward with the purchase. I have been a victim of identity theft in the past so I keep my credit locked. I had to release the security freeze on all 3 credit bureaus. Steve also asked me to remove the freeze on my LexisNexis which I found strange. My credit score is in the 800s and I expected a rapid approval. He told me his manager was upset that he was selling me the truck at such a good price and that the dealers were selling them well over sticker price constantly. From there things went completely downhill with my experience. I noticed the same vehicle they were selling me was also online listed for sale 6/28. I put insurance on the vehicle as instructed while they were working on the approval. Between the beginning of this transaction till July 6, I have incurred 5 inquiries on my equifax, which I have never experienced. I was told by Josh that the GM IT department is involved to figure out what the issue is. I was also told they would remove the unnecessary inquiries. I explained that my credit bureaus are all unlocked and will be restored by a certain time period. 7/2 I was told by Pete Riera that they will check again Monday July 5th with the bank again. I spoke to Pete 7/5 & he told me the banks were closed due to the holidays and that his sales manager instructed him to sell my vehicle to someone else. I asked Pete why would you tell me you would check again Monday when you knew the banks were closed and that is unacceptable that you did not know so why would you tell e the wrong information. I asked will they be able to check Tuesday due to this and he told me no. I asked to speak to the owner or GM, he told me everyone is on vacation. I asked then how did you get the instructions to sell the vehicle so quickly unless you planned to sell it the entire time and wanted to just string me along and waste my time. I am extremely disappointed with the deceitful business due to the fact that they wasted my time and effort with this entire transaction just to resell the vehicle to someone else And how could they get someone else approved on the day that they could not get me approved. They ran my credit in efforts to sabotage the deal by lowering my score. They tried to discourage me from the purchase several times by threatening me with backup deals. They would not provide me an escalation department, an owner of Claude Nolan to speak with, any timely resolution to the matter nor have they removed those extra inquiries due to their own errors, no apology Was even given or a substitute vehicle for me, to even consider doing any transaction with the company. I was given my refund and never even received an apology or call back. I was charged a cancellation fee for the transport company to bring the vehicle to my home. In all my years of experience of purchasing vehicles, this happens to be the worst and I do not recommend Claude Nolan Cadillac to even my worst enemy. I was never provided a denial letter to even confirm that I did not qualify for the vehicle. I lost lost business for the holiday weekend by not having the vehicle. This entire experience was the worst! Cadillac or GM Corporate must be informed of this. More