Central Houston Cadillac - Service Center

Buyers Beware!!! I purchased “new” demo Cadillac XT5 from Central June 2018. The car had less than 8,000 miles and was listed as a new demo. Upon purchasing the car we I purchased “new” demo Cadillac XT5 from Central June 2018. The car had less than 8,000 miles and was listed as a new demo. Upon purchasing the car we repeatedly asked for the carfax. TheyManager and salesman both kept Day your buy a pretty much “new” car, the carfax is clean. We still continued to ask for it. They promised when they did all the paperwork they would give it to us. That never happened. After arriving home we realized they never printed it. After being in touch with the salesman he promised he would email it to me. Again that never happened. Fast forward to May 2019. We try to trade in this car and find out from the dealership we’re are trying to trade with, there’s a damage report on the carfax. So here we are with a car that we paid a new price for that had been damaged in December 2017 while the dealership owned it. Now we can not get our money for the car. After I began trying contacting the dealership.... When talking to their managers, they forward me to different Salesmen. They kept insisting for us to make the trip back to Houston without telling us any information on what they can do for us. The bad thing is one of the managers is who completed all the paperwork when I was purchasing the car and was also the one who kept telling me the car was new and the carfax was spotless. I filled several complaints with different organizations. The first one being the BBB. They replied with us needing to bring the car in for inspection. So we did. When we arrived we were told they would put us in front of the right people (never saw anyone but another salesman). They asked from my keys and told us it would be around 30 minutes for so from them to complete the inspection. I told them I may consider trading vehicles with them if they would make the situation right. So while we waited on the inspection we looked through their lot online. We informed them that we would only consider trading once we knew what they would offer me for my vehicle. They shot us some low ball offer under KBB value that was nothing more than what I would have received from a local dealership with the damaged carfax report. We decided we were wasting our time so we ask to speak to the GM. Of course, he was out of town but would call me by the following Monday. Needless to say, here we are a month later no call. The GM won't answer our calls and the others say theirs nothing better they can do. Their last response on BBB was I decided to not have my car inspected and decided to trade it in. Obviously, that was false. My car never moved the parking spot the entire time we were there, the reason we went was so they could inspect the car. All I said was I might consider trading it in if they could make the situation right. Who would trust them? More

Service Department Do not waste your time bringing your vehicle to this location. I highly recommend you take your car somewhere else. I schedule an appointment on the p Do not waste your time bringing your vehicle to this location. I highly recommend you take your car somewhere else. I schedule an appointment on the phone with a agent ahead of time and explain exactly what services I need it from them. Once I brought my car in later that week no one came out to greet me. And I stood there for about 10 or 15 minutes before walking inside asking if someone could help me. TheAdvisor I spoke with could not find my name anywhere in their system. I ended up having to wait an hour for them to find a loaner and it was not equivalent to my Escalade. And I was told for future appointments I need to schedule ahead of time so that I may get a vehicle equivalent to mine. Which I did that. Secondly after three or four days went by I had not heard anything from the advisor. I had been calling him repeatedly leaving messages and he never responded to any of my calls. I decided to just go there to find out what was going on and come to find out my truck still was not fixed. it was sitting in the little storage area. So I asked for them to just give me my car and I took it to a different dealership and got it serviced in a couple of hours. I would never ever bring my car to this dealership. It's horrible. More

THE WORST CAR EXPERIENCE EVER!!! As of November 16,2016 this is what my car look like after dropping it off for an OIL CHANGE and other CONCERNS!! The advisor let me know that they we As of November 16,2016 this is what my car look like after dropping it off for an OIL CHANGE and other CONCERNS!! The advisor let me know that they were behind so I would not get my car right back , he also informed me they had to do a 3 point inspection. A week or so later I received a call addressing my concerns, he informed me that the extended warranty company would not cover the issues with my car as usual so I agreed to pay for the oil change, service air bag alert. More time went by I began to wonder when I’m going to get my car. I called the dealership for two days (Tuesday-Wednesday) trying to speak with my advisor. My calls were being transferred to voicemail nor were they ever returned.. Finally on Thursday tried calling again letting the advisor know I was ready to pick up my car. He asked why and was something wrong with loaner? I assured him everything was fine that I was just ready for my car. He told me my car was not ready that they were working on one of my concerns that the extended warranty company never agreed to pay for nor did I. So I was told he would call as soon as my car was ready but it shouldn’t be much longer... On November 5th I received a call from the advisor about my car.. He stated that he had bad news.. The first thing came to mind is that they found something wrong with the car. The advisor stated that the technician had an accident over the weekend Saturday (November 3) in my car during a test drive. With that being the only information that was given, I later found out it was all a lie!!! My car was not in a accident over the weekend, it was on November 1st! The technician was 5 blocks away, joy riding on lunch break in my car from the dealership, hit a pole to avoid hitting a cyclist , which that part I still don't believe!!! No one want to own up to this huge mistake!!! NO ONE called (managers , advisor , receptionist technicians etc) when the accident happen up until today! I didn’t receive any phone calls, any apologies , any police reports, absolutely nothing. Everybody is hiding behind their desk passing this issue to all the wrong people!!! I was promised a call from the General Manager, it NEVER happened. The only thing I was told is that they would fix my car and that I had to take it back , and if I didn't it would be between myself and the finance company !!! This is absurd !! Who does business like this! PS: DO NOT PURCHASE A CAR FROM RICK SANCHEZ!!!!!!!! More

Don't believe the 5 STAR Google reviews!!! I picked up my vehicle today from Central Houston Cadillac after having it there for 12 days (September 21-October 2). I was told on two occasions th I picked up my vehicle today from Central Houston Cadillac after having it there for 12 days (September 21-October 2). I was told on two occasions that they were waiting on a part. I was also told that they were backed up. Today after being extremely patient I finally received my vehicle. The vehicle showed 99% on the oil change. According to my odometer my vehicle was driven for 30 miles from the date I dropped it off for service to the time I received it back. That does not seem normal for a test drive. I also noticed that the alignment was not on point. The Lane assist did not react when I drifted into another Lane. To make things worse my driver alert package seems to have been disconnected. My seat does not vibrate to alert you of a potential collision. Normally when pulling into my garage the seat will vibrate if I am close to the wall. Instead of vibration from the seat I heard a beeping sound. It appears that the wrong seat was ordered and placed in my vehicle. The service rep had the nerve to ask me for a positive review and said that we need them. He texted that if my review was not positive to please not comment at all...really?!?! The service department had my vehicle for 12 days and it was returned incomplete. This issue needs to be addressed immediately. If my vehicle is to be held I need a vehicle similar to the one that I own. Please fix this issue. More

Go to another Dealership! This place is a DUMP! It is no better than a side of the road used car dealership. they have a very unprofessional staff and the entire building is This place is a DUMP! It is no better than a side of the road used car dealership. they have a very unprofessional staff and the entire building is old and needs updating. I bought a Platinum Cadillac Escalade from them and needed service on my vehicle. I called to verify my appointment and they told me that they didn't have me in the system. I had to reschedule my appointment and finally got my vehicle in. My vehicle SAT FOR 4 DAYS BEFORE IT WAS EVEN LOOKED AT! I am still waiting for my Escalade today 11 days later! The service consultant (Chirs and Junior) wont return my calls and does a terrible job keeping me updated. I advice that you stay away from this place and take your business elsewhere. More

Won't honor some of Cadillac bumper warranties. I took my 2014 CTS (29,800 miles) in for an oil change and a warranty issue, which by the way was my first time ever visiting this dealership. From th I took my 2014 CTS (29,800 miles) in for an oil change and a warranty issue, which by the way was my first time ever visiting this dealership. From the time I stepped out of my vehicle the service guy asked what was I in for I told him then he walks away. As we waited another guy approached us and we explained why we were there. He took our key, and we then had to ask him where was the waiting area. Once our car was ready, a service guy hands me my paper work and asked me to sign without going over what was done or what was needed. So I asked him about the warranty issue in regards to the exterior window trims which were fading and peeling. He then tells us that they can't honor the bumper to bumper warranty because we didn't buy the vehicle from Central Cadillac. I knew that wasn't right, so I spoke with Manager Mike Watson. The manager tells me that I had applied some try of chemical that made it fade and peel, so they can't honor the manufacture warranty. I knew he wasn't right since I never did such a thing. I Asked the manager for Cadillac's customer service number and he gave me the wrong number which was for Cadillac, but not Cadillac's customer service number. Cadillac Customer service advised me to take it to another dealership, because my car still has bumper to bumper warranty the should cover the trim work. Central Cadillac's Crystal Briggs called and said that there service guys were wrong at how the handled the situation and that they will address this with there guys. She also told my wife that the trim was not covered under the bumper to bumper warranty. I took it to Ron Carter Cadillac as of today and they are honoring the warranty (which is still good until October 2018) as a reputable and highly regarded Cadillac dealership should without all the misinformed crap from upper management or bad customer service. More

Bad service Service department calls to reschedule appointment and then calls and says there is rental available. Worst service ever will take business elsewhere. Service department calls to reschedule appointment and then calls and says there is rental available. Worst service ever will take business elsewhere. They let me knownim second on the list a week goes by without a call. Worst service ever. When ask ti be communicated to a manager they hung up the phone More

Worst service department I have ever experienced. My experience purchasing this vehicle was very pleasing. Unfortunately, problems appeared. We returned the vehicle to the service department and the n My experience purchasing this vehicle was very pleasing. Unfortunately, problems appeared. We returned the vehicle to the service department and the nightmare began. Mike Watson, who states he is the service manager, began his series of lies, disrespect and lack of any semblance of customer service. After several lengthy stays with the service department, the vehicle was returned to us stating it was fixed. The initial problem persisted. We called to schedule an appointment to return the vehicle for "proper" service and was told, by Mr. Mike, that we should continue to drive the vehicle because it did not present a safety hazard. He refused to return numerous telephone calls ; therefore GM customer care was contacted to provide assistance. We subsequently received a loner car. The car remains with Central Houston , the latest timeframe exceeds 30 days. Note, this vehicle has been in Central Houston's service department longer than we have had it since the original date of purchase. Cadillac Customer Service was again contacted and during a three-way conversation he again lied, stating the vehicle was properly prepared and after a test drive, he would deliver the car to us on the 7th. That did not happen. I called Mike several times, no return call. On the afternoon of the 8th, after my third call that day, I spoke with him. He stated he would not return the vehicle until he got ready to do so. He advised me to come get it if I wanted it, uttered profanity and hung up the phone. I am extremely unhappy with this individual and demand an apology. I want my vehicle or a loaner with equal equipment as the one I purchased, until they can complete proper repair on mine. I should not be experiencing this level of unprofessionalism for selecting this dealership to spend my money with. He is a very poor representative of Central Houston Cadillac. I WILL continue until I receive the proper service I am warranted. More

Great customer experience! I called the dealership for a service check & install license plates. Go in and out within 2 hours. Felipe is on it! Excellent customer service! I called the dealership for a service check & install license plates. Go in and out within 2 hours. Felipe is on it! Excellent customer service! More