Started out great, ended very disappointing…read more
My experience with this dealership started out extremely positive. The salesperson was very kind, helpful, and easy to work with while we negotiated the purchase of our Cadillac Optiq. We purchased the vehicle over the phone, and my wife stopped by the dealership to see it in person. The deal was better than what other dealers were offering, including free delivery and free ceramic window tint, so we felt very good about our decision.
Unfortunately, the experience changed quickly after the sale.
When I called to choose the window tint percentages for the different windows, I was told the dealership had already chosen them and that I didn't have an option to change them. I wasn't happy about that, but since the tint was included at no charge, I accepted it.
The next issue was the "free delivery." I assumed the vehicle would be transported on a flatbed, but instead the dealership drove the vehicle to me. Since this is a lease and mileage is important to me, I wish that had been clearly communicated before the vehicle was delivered. By the time I received it, the vehicle already had around 250 miles on it.
We were excited to finally have our new Optiq and enjoy it over the weekend. Unfortunately, that didn't happen.
After driving the vehicle for approximately three hours on Friday, a tire monitoring system failure appeared on the dash, and the vehicle also wouldn't charge. I immediately informed the salesperson of the problems. I took the vehicle to my local Cadillac dealer on Saturday.
After several days, I finally got the vehicle back on Wednesday and was excited again to start enjoying our new vehicle, especially since it was now fully charged. Unfortunately, that didn't last long. On Friday, I discovered that the vehicle had once again failed to charge. I took it back to the dealer after work, only to find out that the needed part was on back order.
At this point, my biggest complaint isn't even that the vehicle has had problems. Problems can happen with any vehicle. My biggest disappointment is the complete lack of follow-up from the dealership that sold me the vehicle.
I had to contact the dealership myself to ask for help. They made one phone call on my behalf, and that was essentially the end of their involvement. Nobody followed up to see how the repair was going, whether the vehicle had been fixed, or how we were doing with our brand-new purchase.
In my opinion, the dealership should have taken ownership of the situation. They could have offered to pick up the vehicle and have it repaired at their dealership. They are only about three hours away. Instead, I was left to deal with everything through my local dealer.
I also asked about getting out of this vehicle and into another one, but the dealership wasn't able to offer a solution. I was ultimately directed to contact GM myself to pursue a buyback.
That's extremely disappointing after choosing this dealership over others and trusting them with a significant purchase.
The sales process was excellent. The salesperson was helpful and the initial deal was great. Unfortunately, customer service shouldn't end once the dealership has your money.
My experience has essentially been: take my money, deliver the vehicle, and when something goes wrong, you're on your own.
I would strongly encourage anyone buying a vehicle from out of state or several hours away to think about what will happen if something goes wrong after the sale. Based on my experience, I would not expect this dealership to take much responsibility for helping you once the vehicle leaves their lot.
I really wanted to enjoy our new Optiq. Instead, we've spent the first weeks dealing with service problems, charging issues, a back-ordered part, and now a potential GM buyback. I'm still waiting on the back ordered part.
That's not the experience I expected when purchasing a brand-new Cadillac.
2 months and car is still in the shop with 500 miles.No call from sales manager, GM and just flat out gave up on sales rep.