We have never had a worse car-buying experience than the - ttcj
We have never had a worse car-buying experience than the one we had with Randy Marion Cadillac. This is the first negative review I have ever written, and I never expected to do so. However, what we experienced deserves to be shared as a caution to others.
We had just purchased a car from Ocala BMW. That experience was excellent, characterized by transparency, respect, and professionalism. Feeling optimistic, we approached Randy Marion Cadillac expecting a similar level of service. That decision proved to be a mistake.
Our Saturday appointment was scheduled to purchase our third consecutive Escalade. Most logistics had been handled in advance. Despite this preparation, the process still took more than five hours, and the tone shifted immediately upon entering the showroom. I made a deliberate effort to be patient and trust the process, but the problems began at once.
The manager-salesperson relay started immediately. Our salesperson repeatedly disappeared to seek approvals, while managers seated in plain view never acknowledged either me or my wife. The atmosphere felt cold and hierarchical. During the test drive, I mentioned this to our salesperson, who quietly acknowledged that the culture was difficult.
The trade-in process followed. They offered less than half of the Blue Book value for our 2019 Escalade ESV, which had been well maintained with regularly scheduled services at St. Augustine Cadillac. Their justification was alleged major engine issues. However, the vehicle had no warning lights, no drivability problems, and only a known faulty tire pressure sensor and a cracked taillight. The Cadillac app showed no alerts. After pushing back, they increased the offer by $1,000. Wanting to trust them, we accepted the offer.
Three days later, our trade-in was listed on their lot at approximately triple the amount they paid us. I requested documentation of the supposed issues and was told the used car manager would respond. Eleven weeks later, there was still no reply. If the issues were legitimate, substantiating them should have been straightforward. Until they do, I believe we were misled.
It took over a week and multiple follow-ups to receive our purchase paperwork. We were also steered into an Ally insurance policy costing over $7,000. This portion of the process felt predatory and misleading.
The 2024 Escalade Premium Luxury we purchased had 600 miles, having served briefly as a courtesy vehicle. Although it was described as thoroughly inspected, the washer fluid ran out within days. We also noted bubbled tint, black marks on the center console, and paint scuffs on the front bumper that we requested they address.
Resolving even these minor issues required continuous pressure on our salesperson. It took three weeks to get the tint and bumper approved. Unaware that our salesperson had committed to handling the bumper repair, service initially quoted nearly $1,000. After speaking with management, they backtracked and offered a superficial touch-up. It was clear they intended to do the bare minimum.
A small detail illustrates our experience: the missing cargo net. My wife valued this feature in our previous Escalades. I requested one as a goodwill gesture. Instead, they installed a used Lexus net, complete with the Lexus emblem. For a Cadillac item that costs $75, the decision was unprofessional and insulting. I purchased a proper replacement myself.
Throughout the entire process, no one from sales, service, or management reached out proactively. Every concern was met with the same response: that they would check with upper management. This became a deflection rather than a solution.
For a luxury SUV at this price point, the absence of professionalism, accountability, and basic courtesy was staggering. I have removed all branding from the vehicle and will never do business with Randy Marion again. If you are considering it, proceed with caution.
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