Trinity Cadillac

Trinity Cadillac responded

Hi Randy, You are absolutely correct you vehicle had come into service on March 11th. Due to the service department being busy at the time, you were informed verbally and via email that we are 30 days out before we can look at your vehicle, which you acknowledged and agreed to leave your vehicle. Once the vehicle came in for repairs, we were waiting for your extended warranty company to cover the needed repairs which took some time due to them not wanting to cover majority of it, but out of courtesy we had the repair covered on our cost with providing you a loaner. There are things that are our of our control, such as part delays and the time frame a warranty company will take to cover the repairs on the vehicle. It looks like there were multiple calls informing you, that your vehicle was completed on 06/02/2025 and ready for pick up. Please feel free to give us a call if you would like to discuss any further. Simon Parnis - 201-227-1111

abreu0811 responded

You've had my car since Mar 10th and provided a loaner end of May, now forcing me to pick up a vehicle in which the issue has not been remedied or even addressed. I sent you screenshots from your service department on 6/4 stating they still had to do further inspections. I've added the email from your service department manager. From: Marc Rivera mrivera@trinitycadillac.com To: abreu0811@yahoo.com abreu0811@yahoo.com Sent: Wednesday, June 4, 2025 at 05:58:30 PM EDT Subject: Fw: Screenshot 2025-06-04 at 5.50.18 PM Hello Mr Abreu We are waiting for your service contract to respond authorizing repairs. We conducted a video inspection with your insurance company's inspector on Monday as you can see from the image below when it was that they reached out to us for the inspection And he said your insurance company should be contacting us within 48-72 hours. We will be giving them a call tomorrow to follow up on the inspection results Thank you for your patience Mark Rivera Trinity Cadillac

Trinity Cadillac responded

Jim, We take feedback like this seriously and regret that your experience left such a negative impression. Transparency is important to us, and we’re sorry to hear you felt misled. If you're open to it, we’d appreciate the opportunity to speak with you directly and review the situation in more detail. Please contact our management team so we can try to address your concerns.

Trinity Cadillac responded

Good afternoon, We are sorry you feel this way. After further looking into this, it looks like there were multiple things that played a role in this situation. You wanted an exact trade offer, without us physically seeing a vehicle that was going to be traded which we were far off on plus a discount on the "advertised price" Please feel free to further discuss. Simon 201-227-1111

Trinity Cadillac responded

Avtaar Gill, We apologize for your frustration. Unfortunately the dealership has no control on how fast the DMV processes the paperwork. They may be having delays on their end. I can assure you the vehicle was not defective, it was thoroughly checked and had full service completed. These are machines with many moving parts, and they do break as anything else. The service department and dmv office is doing everything they can to expedite the process for you. Please feel free to give me a call to further discuss. 201-227-1111 Simon Parnis

Avtaargill responded

So came today April 02/2025 still no positive response for my registration from anyone. And it’s not the DMV issue the issue is between your finance dept & bank. The last issued title date on DMV is 01/12/2025 and the lien is still open. & I purchased the truck on Feb/06/2025 for trade-in vehicles the account is still open. your finance dept haven’t paid off my trade-in vehicle account. Right now I’m paying Trade-in vehicle & current vehicle. With 2 different insurance policies. You sale team is still giving me 3rd temp plate which is not helping me at all. The worst dealership I have ever experienced

Trinity Cadillac responded

Dear Sir or Madam, Gap coverage will indeed reimburse the bank the difference between what the vehicle is worth according to insurance, and what is still owed on the account. Reach out to the gap company you have, and they can assist you with this issue. If you do not know what company you have, give us a call and ask for that information. We only sell quality warranty products and stand behind them 100%. Richard Aquino General Manager Trinity Cadillac

FAM RIDE LLC responded

Nomad is the third party handling the GAP and they have already been contacted and processed the cancellation as well as the service protection Trinity owes but Trinity has failed to comply or respond to the requests. The bank has already been paid in full by the insurance company for the total loss of the vechile so nothing is owed to the bank. All the documentation with the proceedings mentioned have been delivered to several Trinity representatives via email." Giving Trinity a call to assist " is a useless effort as you do not answer calls, leave folks on hold and do not return messages, hence the reason for escalations.

Trinity Cadillac responded

Atom8877, Thank you for bringing this to my attention. Would you be able to give me a call at 201-227-1111 so I can hear more about this issue? a 2023 Cadillac Escalade would be covered by a full manufacturer's warranty. So any issue uncovered would be covered. Now, if one of the techs damaged your vehicle by mistake, under no circumstances would we charge you for our mistake. Please give me a call so we can discuss. Richard Aquino General Manager Trinity Cadillac

Trinity Cadillac responded

Thank you for recognizing Sunni and our team! We’re thrilled to hear that her professionalism and attentiveness made your experience enjoyable. Providing top-notch service that reflects the Cadillac brand is what we strive for every day. We appreciate your recommendation and look forward to serving you again in the future!

Trinity Cadillac responded

It’s wonderful to hear that Joe made such a positive impact during your visit! We’re grateful for your encouraging words about our team's attitude and work ethic. We'll be sure to pass along your praise to Joe. Thank you for choosing us, and we look forward to serving you again in the future!

Trinity Cadillac responded

We're thrilled to hear that Sunni made your experience at Trinity so memorable! Her knowledge and dedication to helping every step of the way truly set her apart. We’ll make sure she knows how much her efforts meant to you. Thank you for sharing, and we look forward to seeing you again!

Trinity Cadillac responded

It's wonderful to hear how Sunni’s dedication and expertise made your car-buying experience the best it could be! Knowing that she took the time to address all your questions and make you feel at ease means a lot to us. Thank you for recommending her—enjoy your new vehicle, and we’re here for anything you might need in the future!