On July 7th, 2024, I had my 2023 Cadillac Escalade (approximately 17,000 miles) towed to Long Cadillac due to a check engine light and misfiring. The following morning, I went to the dealership to obtain a loaner vehicle. Later that week, I was informed my vehicle was ready for pickup. When I arrived on July 14th, I unlocked the vehicle using my app and immediately received an alert notifying me of a safety recall. I returned to the service department, where I was informed there was a recall involving the engine. Because it was the end of the day, testing could not be performed until the following morning. On July 15th, I was notified that my Escalade had failed the recall inspection and required a complete engine replacement. Understandably, I was extremely disappointed that such a new, low-mileage vehicle needed an engine replacement. Although upset with General Motors, I continued to cooperate with the dealership in good faith and was told the process would take 2-3 weeks. By August 14th, I was informed that the replacement was complete and was asked to allow a technician to test drive the vehicle overnight to ensure proper operation. I agreed, and on August 15th I was told the vehicle was ready for pickup. When I arrived on August 18th to collect my Escalade, I immediately observed new body damage on multiple areas of the vehicle that was not present when I dropped it off. The dealership had failed to notify me of any incident. Out of concern that accepting the vehicle would shift liability onto me, I refused to take delivery and left it on their lot, continuing in the loaner vehicle. The following day, I contacted the dealership and provided photo and video documentation of the damage. I also obtained an independent estimate from my preferred body shop and forwarded this to the service manager. I was then told the dealership would only authorize repairs if done in-house. I politely declined and requested either reimbursement for the independent repair or the dealership's insurance information so I could file a claim. Shortly afterward, I received a phone call from Scott Barry, identifying himself as the owner/president of Long Cadillac. His behavior was hostile, dismissive, and unprofessional. He referred to me as a "disgruntled customer," accused me of attempting fraud, and refused to provide his insurance information, stating that his deductible was $5,000 and that he would not involve his insurer. He told me my only options were to allow Long Cadillac to repair my vehicle in-house or "take him to court." Mr. Barry also issued an intimidating remark regarding the loaner vehicle. He warned me that if I did not return the loaner during business hours and in "satisfactory condition," there would be issues. He went on to say that five years ago, in a similar situation, he reported a customer's loaner vehicle as stolen, which resulted in that customer being held at gunpoint. He relayed this story to me in a manner that was clearly intended to threaten and intimidate me, which I found extremely inappropriate and unprofessional. I made it clear that I only wanted my vehicle restored properly, either by my trusted body shop or another certified GM body shop. I even offered to obtain multiple estimates to demonstrate reasonableness. Mr. Barry refused, told me I was not the type of customer he wanted to deal with, and stated that Long Cadillac would no longer service me. He further admitted that "touch-up work" had already been performed on my vehicle without my consent, and that he intended to deduct that value from any settlement. The attempted repair was incomplete, obvious, and not in line with manufacturer standards. Throughout this ordeal, I have felt disrespected, belittled, intimidated, and discriminated against. My concerns have been dismissed despite clear evidence that my vehicle was returned to me in a damaged condition while in the dealership's care. I have maintained professionalism, provided documentation, and acted in good faith. All I have asked for is a fair resolution which Mr Barry cheated me out of. Please take your vehicles elsewhere do not use this dealership, they do not treat there customers with respect read more

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Mistake No.1 I bought my 22 Xt6 from Automax in Framingham. 10-10-25 it was towed to Long Cadillac for a transmission loss. 10-24-25 I finally got it back with little communication from Brian in the service department. After I got it back something still wasn't right with the repair. 11-10-25 the vehicle broke down as soon as I as I left my driveway. Im beyond upset! They had 2 weeks and still I have problems. I'll never deal with this place again!!!!! read more

I purchased a very nice Cadillac Escalade in March 2023. My sales person was Lenny. I found him to be very professional, helpful and friendly. I live in Massachusetts so the weather was pretty cold at the time of purchase. Two months later we experienced unusual warm weather 80's - 90's, so I turned on the AC to cool down a bit. The AC was blowing warm air, so I had a professional friend check the AC to discover that they sold me a car with no refrigerant, and they declined to correct the issue. This is very disappointing. After a little research I found multiple complaints, class action cases pertaining to this issue. Very very disappointed with Long Cadillac. read more

Long Cadillac - Car Dealers Near Me - Southborough, Massachusetts

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3 weeks ago during the COVID-19 pandemic I purchased an '18 Acadia Denali, essentially over the phone, as this dealership is closed except for the appt only service department. Sales Manager Tohm Palaima provided the absolute best car buying experience! From discussing figures over the phone, delivering the car to their other dealership (Long Subaru in Webster) for a more conveniently located test drive, to FedExing me the documents to sign & finally delivering my new car right to my door, I couldn't ask for a better experience! I also appreciated the extra step with the gift bag of goodies I was given. Truly top notch & I highly recommend!! read more

Feel ripped off, over charged, did work I never approved and never sent the refund I was told I would be getting.

A dealership is only as good as its service station. This place has the best. The guy who recommend Bobby to me now drives all the way down from NH to have his Saab worked on because he moved. It would be hard for me not to buy my next car from Long because I couldn't deal with not trusting another dealerships service department. read more

I do not go to the dealer anymore as my cts and I departed ways :-( but if you dirve a cadi, saab, hummer this is the place to have work done. Service advisors are top notch Service techs know whats up and always fixed "it" the first time Amazing showroom! GORGEOUS And if your driving by, stop in for a walk around.. they'll leave you be but you can go to the refreshment bar and enjoy free bottled waters, soda, coffee and always Dunkins munchkins. Might as well pull up some leather as well and watch their 52 inch HD flatty panel while chompin on munchkins and java... they'll even give you the remote if you ask nicely. But on a serious note, I have never had such amazing experiences with a car dealer as I have had with Long in Southborough. Kudos. read more

My son went in for exhaust manifold gasket work under my suggestion. He chose Long for proximity and they took the money and never did the work. read more

Had a saab 900 convertible that I took for a key fob programming and for some work on the clutch. They had the car for almost 3 weeks. When I did get the car back, the key fob was not programmed. Their excuse was that it needed a new battery (well, how about ordering one!?!?). Also, they charged me $500 for the clutch and it still did not work (would not go in reverse). Probably the worst service I have ever experienced at a dealership. I will NEVER buy a car there or have anything serviced there. read more

I cannot understate the value of a good service department when owning a vehicle. I've worked with over 10 dealership service departments due to how often I move & have to say that Bob and the service department over here are absolutely top notch. The work, timeframes, transparency & communication have all been great time and time again. Definitely recommend, 10/10 read more

Just picked up a new 2020 XT-4 and love it. I have purchased serval Cadillacs from Long over the years. Once again the folks are fantastic. Tohm Palaima and Hank Landry are the best. They were able to answer every question and processed the paperwork in what I'd consider record time. From my time of arrival it was a bit over 4 hours and I drove the XT-4 home. A quick trip back today for an inspection sticker (less than an hour). Tohm greeted me (Hank was off). Service department was also more than acommaditing. read more

I purchased a 2013 Cadillac S R X "Loaded" The salesman Hank, was the best of the 3 dealerships I visited, Diamond, Baker and Long. He was very thorough, and knowlegible. It was a pleasure dealing with him and all the "Long" personal. I'm very happy with my purchase, a beautiful car. Thank you Dan read more

I had two recent experiences. At the first one, I had specifically called to ask what would be a good time to come in, but when I arrived I had to wait over an hour for someone to even start on my car. Had I known no one was available for a while, I would have arrived later. It was an easy job. The second experience was better, because I was told to leave the car and was given a ride home and then picked up when the car was ready. I must say I do like the shuttle service. However, I was sadly, somewhat floored at the labor charge for the task that had to be performed. It was NOT a one hour task. read more

Great service, friendly people! They took care of me even though I bought my car used elsewhere. I was treated as if I bought my car there. Comfortable waiting area, clean dealership. They even washed my car which was services read more

Everyone I spoke with was very polite and professional. I was treated with the utmost respect and professionalism. Andrew worked very hard to ensure that the car was repaired properly and ensured a reasonable out of pocket cost. I am very pleased with the outcome of a stressful situation. I read more

Long Cadillac - This is my baby girl! Thanks to Long Cadillac for working so hard for me! - Car Dealers Near Me - Southborough, Massachusetts

I had to write a review and disappointment with their sales and service department, over the last three weeks I've brought my car and continually and spent quite a bit trying to get it back in shape because it's at tuneup time. I brought my car and initially because it wasn't running right because catalytic converters on it failed that were a recall from Cadillac. just did half the exhaust to have it replaced thru warranty from cadillac which was a 3k repair. We get the car back and they tell us that we need to put another $2000 into the exhaust because the hangers are bad and hoses, now to me $5000 in exhaust repair sounds pretty crazy to me so I get under the car and look and lo and behold I can just bend the hangers back? sounds like they just wanted to make money and not take the hit off the warranty repair they had the honor. In addition I had asked them to diagnose the car for other reasons that I thought wrong when it turned out the prom was the entire exhaust system that failed from Cadillac, they tell me that my car has a laundry list of things that he needs and it's only worth $2500 and that I should trade it in. Mind you my car books between eight and $10,000 on a bad day, I find it insulting that we've paid for this car for the last four years at a $50,000 sticker price and they offered me less then what the repairs were for the car. Tell me this Cadillac if you just put it $3000 repair in the my vehicle how is it that it's worth 2500? Mind you the car was just completely repainted wheels are put on it tires windshield wipers thermostat spark plug it was completely redone.? I would love to know how a company puts in a whole new exhaust system on one side of the car and doesn't have the decency to bend a few hangers back it took me five minutes and try to charge me that much? Then to boot after doing all this work on the car I have a problem with it the other day which was a five dollar part it took two minutes to put in it broke going down the road my wife had to stop a Cadillac and try to get them to put it in quick because it wasn't working right and she felt like she was in fear of driving, mind you she offered to pay anything it would cost to fix the car and they Sent her on the road with the car running horribly bad and told her they couldn't take five minutes to put in a 90° elbow- so I had to do it myself out of my work day and my time something that could've taken them five minutes but instead because of vindictive behaviors and then being upset that we written a bad review on multiple websites we are treated horribly, I wouldn't recommend this dealership , i've been to many other Cadillac dealerships and never treated that way they were very cautious of what they said or did because they realize they were dealing in high-end clientele with people could be easily insulted by cord statements numbers. And I'd like to add to this review that I even went into the sales department on the basis of their recommendations on my car which were False to look into buying a new car- The sales department didn't even realize that I had had a cosigner they didn't listen to what I wanted written down on application they wrote me up for the most expensive car on the lot put it in right before New Year's I told them that I wouldn't get approved for that that I was going for something lower - they didn't even call me back on my application to tell me that I wasn't approved or say or do anything and traditional standards, pretty much felt like oh you didn't get approved so we're not even calling you back we don't even care what you feel like you're not in our income bracket- mind you I make over $100,000 a year and I had a cosigner with 800credit score but because they didn't listen and do their job right they lost out on a car sale but in the end result I'm happy I didn't do it because I would've gone screwed over on my car turns out I fixed everything on my car and it was very much worth tuning up and just keeping on the road and not refinancing or buying another car read more

LONG Dealership gives excellent service every time. From Sales to service & everything in between I 've had nothing but exceptional experiences. read more

Both myself and my family have been doing buisiness with Long for 20+ years and I have personally purchased 7 cars from Steve Ferro who is an excellent Salesman to work with. The service team is AWESOME and they allways have a great attitude for thier customers. 10 stars for sure Jason Smith Framingham MA read more

My go to dealership for life! When I decided to "Go Cadillac" I didn't expect my first lease to be with Long Cadillac due to the pricing was better at another dealership for a beautiful 2014 CTS. I then thought it wouldn't be a bad idea to inquire at Long Cadillac it's closer to where I reside, why not check into a price match and they nailed it. As of August 2017, I am now on my second lease with Long Cadillac. The Sales Manager Tohm Palaima kindly said to me once you drive a Cadillac you will be a customer for life" He is right! Honestly Tohm Palaima is a very wonderful man, a pleasure to work with and he makes things happen. I arrived with intent on leasing a 2017 Cadillac Luxury XT5 and ended up leaving with a Premium Luxury. Somehow, he made it happen for a great price. Jim Golden I believe an employee for 30 years at Long's was my Salesman, by the time we were done we had some laughs and it seemed we were like old friends. No pressure, great personality and he doesn't waste your time. I don't want to forget Ray Potvin in the service department it has been great working with him since 2014. With all said after hearing a few heartfelt stories about the owner I have the impression he is a genuine man and really cares about his employee's. I highly recommend Long Cadillac and a sincere thanks to all for treating me with the utmost class and extremely pleasurable experience. read more

I was in a car accident with my 2008 Saab 9-3 where the front bumper was ripped right off. The only place I thought of was Long to have it fixed, especially since I had check engine lights lit up so I knew that Long would have to check internal functions to see if they were working properly as well. Between my car insurance and Long, they coordinated the car rental so I was picked up at the scene of the accident and taken to the Long collision center in Webster where I was greeted by a very friendly man who showed me the rental and had it all ready for me. Progressive kept me informed about parts ordering and the progression of the repairs. When I got my car back, it looked like a brand new car with a new hood, front bumper and headlights and no more check engine lights. I'm very satisfied! read more

1 salesman there ruined an otherwise great experience. General manager was great, Sales manager great, Salesman Hank great! Salesman Jim not so good. read more

Yikes run to another dealership for service. They have all kinds of charges they do not tell you about when you agree to have them work on your car like $25.00 for supplies. When I went to pick up the car I questioned the supplies charge he said the charge is for the rags they use. Seems like that is a cost of doing business, not what a customer pays for. If they want to charge for rags, they should give them to you when they are finished. I was quoted a price for doing the service, which was much more then what I went to have repaired. Then I showed up at the cashier and the price was an additional $300.00 over what i was quoted. As I was complaining about the price another customer came in and was complaining about similar issues. I will never use this dealership again for service. read more

This is our 9th Saab. I've used 7 different dealerships and Long is the one I will continue to use. The others ranged from rude to somewhat competent. Dealing with your service rep Bobby Wendler was a pleasure. He is courteous and knowledgeable; makes one feel at-ease. I would definitely recommend Long to my friends. read more

I just bought a used Acura MDX from this dealership. The price was great, and my salesman Ron was excellent! I told them I wanted to spend $20 k out the door with my trade. They sold me the car for $19,900! No hassle and even gave me a few goodies from Cadillac! I really appreciated the service, and this was the first time, I was given freebies from a car purchase! read more

Our salesperson Darryl Dudyak was delightful to work with. He was friendly and informative but not at all high-pressure. We felt very comfortable working with him, and would recommend him without reservation. read more

I recently bought a car here and had such an amazing experience! Right when I walked through the door, I was greeted by Ron from sales. He was very pleasant, comforting, and made me feel so welcomed. We took the car for a test drive and he allowed me to really get a feel for the car. He was great asking me about what my budget was and worked around me. Everyone in the dealership was genuinely nice and helpful. Finance department was very informative and did not leave me in the dark. They answered all of my questions. I would definitely recommend buying a car here to my friends and family! read more

We bought a 2 year old Honda CR V from these guys. The price was more than fair. We're delighted with the vehicle but feel even luckier to have bought it from this dealership. They're very low key, no pressure. When we asked them, they didn't hesitate to drive the car to my mechanic in Boston for an inspection. Then again brought the papers to our office for us to sign for the sale, then the next day delivered the car to our house in Brighton with a bag of goodies. Our salesman, Ron couldn't be more accommodating. read more

Nice easy oil change. I could go to one of the quick lube places but the price isn't unreasonable and for my ancient SAAB I like that folks who see them often get a look-see over mine. read more

I found the entire staff at Long Cadillac fantastic people to work with. Absolutely everyone from the service department to sales department is extremely courteous, friendly, professional, and they go out of their way to help you. Bobby and Brian from service, and Tohm and Jimmy from sales are incredibly helpful and made my experience with Cadillac just flawless. I will definitely recommend Long Cadillac to friends and family and in fact I will consider buying another cadillac just because I know I have a dealership I can trust. read more

Buying or leasing a car is always a bittersweet experience and my experience was no different. Clay, my sales guy, was really a nice guy who took the time to let me drive and feel the car and that essentially what helped me get convinced on my ATS. I got a decent lease deal on the car as well. There was a problem after the sale when I found out the autostart which was one of the things which sold me on the car didn't exist. The dealership owned up to their mistake though and got it fixed for me expeditiously. The car is absolutely fabulous and the dealership did the best they could to serve me. Can't ask for more. read more

I am extremely pleased with the vehicle I purchased and the deal I got. The salesperson Jennifer Breeds went beyond most salespersons I have dealt with and made the purchasing experience easy and pleasant. Ms. Breeds even met myself closer to my home for a test drive, not many, if any, salespersons do that in this day. I would recommend Long Cadillac, and especially Jennifer Breeds, to anyone I know who is purchasing a new or used vehicle. read more

Bring our SAAB convertible here to get service. The people there are great. Great customer service. Bring it in for routine maintenance and when I have a problem with my car. They fix it right the 1st time. My wife 2005 SAAB convertible is being worked on. They are looking for why it is draining the battery. It has been there for over a week. They call us everyday with updates. They have been very nice so far and offered a loaner. I will update when problem is fixed and what the bill may be. We are working with Brian and Bob. read more

Great staff and service ! Having a team like they do at Long Cadillac makes the car buying experience stress free and easy! Highly recommend! read more

Went in on a Saturday to look at a car I had seen on the internet. Tom, Darryl, and Joe were fantastic. Great communication, excellent customer rapport. Truly customer satisfaction driven dealership. read more

First I want to say something positive then I'll give the negative that way I am fair in my review. I have brought my car in twice to the service department and the service department is excellent. They provide a loaner car and keep you informed every step of the way. The quote was accurate and the services were performed in a proficient manner and so I highly recommend if you need service to get it done here. Now for the negative review. I was absolutely appalled by my trade in offer. My car was worth 52k brand new and was offered $2500. We couldnt believe it and the way it was explained why, made absolutely no sense. Ok so I said lets see what they can do for financing and then we can talk. NEVER got a call back. I called back and was told the application was lost at first but then they called my husband back 5 min after I called them 1 WEEK after we came in. There is a whole lot of different things that have happened over the week and we are very disappointed because we were pitched the whole "this is the best and oldest Cadillac dealership and we pride ourselves on service" well then where is it????? HORRIBLE experience and will purchase from another dealership that cares and makes even a little effort!!!!!!! read more

Gotta tell you I hate the car buying experience and in this information age we find it so easy to write negative reviews so I feel compelled to give some props to a very professional bunch of people. This was the most enjoyable car buying experience I have ever had, I went to Long Cadillac on a Saturday afternoon looking for a Certified Escalade, they did not have the exact vehicle I wanted on the lot however the Sales manager came over to thank me for stopping in and during or conversation he told me about this service they offer to find the perfect vehicle for you, I told him exactly what I was looking for. I was blown away when the following week I received a call from the Sales manager informing me he found the perfect Escalade for me. He kept me informed through the whole process from the shipping to the reconditioning to the delivery it was all perfect. I will never waste my time searching again for a vehicle. The one and only call I make will be to Long Cadillac were I know they listen and care about my car buying experience. GREAT place to buy a vehicle. Highly recommended... read more