Attempting to purchase a vehicle from Cadillac of Norwood was by far the worst interaction I have ever had with a car dealership - very unprofessional and unbecoming of the Cadillac brand. Their salespeople and management demonstrated a severe lack of courtesy, professionalism, and even product knowledge at every step of the sales process. Never have salespeople seemed less motivated to sell me a product.
I first contacted Cadillac of Norwood nearly two months ago with questions regarding a specific trim level of ATS in their inventory. After some cursory questions via email and a first visit/test drive with Frank from sales, I expressed interest in purchasing and requested pricing. At this point the Sales Manager, Alan, told me the model was under recall and could not be sold, but he would let me know as soon as repairs were complete. Other Cadillac dealers I contacted denied that they knew of any issues that would delay a sale.
Two weeks pass, and one of the two cars in Norwood's inventory that match the specification I was interested in is removed from all listings (likely sold). I have still not heard back from Alan, so I email again. He later replies that the recall is still in effect, and he will let me know when the car is ready. No additional effort besides his two sentence email is made to actually inform me or further the sale along.
Another week+ passes, again no word from Alan or Frank. I call Frank's desk a handful of times over the next couple days with no answer, then finally email him with my cell number and asking to call me with a status on the vehicle ASAP. No response.
At this point, I should have taken a hint and bought a car from a dealership with actual customer service, but the specifications on the car I wanted were relatively rare. I made another visit in-person and flagged down Frank, who said he vaguely remembered me (!) and promptly passed me off to a coworker. I offered a price for the car, we did not come to an agreement, and I left.
The car I wanted continued to sit in Norwood's inventory, so in one final attempt I sent an offer through their internet sales department (copied on the previous string of emails discussing the specific vehicle). They respond with a counteroffer from the owner, Mike Xidea. I accept, make arrangements to sign before the end of the month, and obtain financing from my bank.
Later that same day, in a call to confirm the logistics of picking up the car, Alan informs me that the counteroffer they sent was a mistake and not valid. The owner will not let the vehicle go at the price we agreed upon in writing. He then suggests either a higher price for the car I wanted or an alternate, lesser, model...
This feels dishonest, like a bait-and-switch, and a terrible way to treat a current and loyal Cadillac owner. You'd be better suited to try any other Cadillac dealer in New England - avoid Norwood at all costs.