Tustin Cadillac in Orange County, California – Complete Lack of Accountability, Dishonesty, and Incompetence In December 2024, I purchased a brand-new 2025 Cadillac Escalade from Tustin Cadillac in Orange County, California. What followed has been over a year of frustration, excuses, broken promises, and complete lack of responsibility. In January 2025, the vehicle completely lost audio and system communication — no navigation, no radio, nothing worked. I brought the car in and was told it would be repaired. Instead, the dealership kept my brand-new vehicle for over three months — nearly 100 days. I was close to filing a Lemon Law claim just to escape this situation. While the car was in their possession, things became even worse. They lost one of my key fobs, misplaced both factory headsets, and returned my vehicle with a dent on the driver-side rear fender — damage that absolutely did NOT exist when I dropped the car off. When I finally picked up the vehicle in May 2025, only one key fob was returned. I was promised the second would be found. The next day, I discovered the dent and reported it immediately. They acknowledged responsibility and promised to fix it. From that point forward, it became a constant cycle of excuses: “Body shop is busy.” “Manager is unavailable.” “Come back next month.” “We’ll call you.” They never call. Months later, I discovered both headsets were missing. Again, more delays, more excuses, and more empty promises about checking cameras and calling back. Nothing happened. This dragged on for nearly a full year. Only in January 2026 did they finally replace the missing key fob and headsets — after constant pressure from me. The dent, however, remains unresolved. After wasting over a year of my time, they suddenly told me I should pay $500 toward fixing damage that happened while the vehicle was in THEIR care. That is unacceptable. I escalated this issue to GM corporate in January 2026. Even GM struggled to get responses from this dealership — which says everything about how this place operates. This dealership has no accountability, no responsible management, and no respect for customers. Phone calls go unanswered. Managers hide behind excuses. Promises mean nothing. I am 62 years old, and this is by far the worst dealership experience of my life. Save yourself the stress, wasted time, and financial risk. Avoid Tustin Cadillac at all costs.

They were great when I just purchased my XT4. I had a hard time deciding between XT4 and XT5 - but Alex was very patient and understanding! Same with Finance - Rich and Vic were informative and pleasant! Not to forget Jimmy that handled my trade-in. I can truly recommend them!

I can’t tell you enough about how wonderful the staff at Tustin Cadillac is. The main guy who makes us choose Cadillac service department over other mechanic shops in RUBEN! He is courteous, accommodating, professional and polite. I always had a great experience bringing in our cars. To be honest, the prompt and convenient services at Tustin Cadillac are one of the reason we are on our 3 cadillac! 😊 My car was picked up and dropped off from/to my house for an oil change and maintenance. Can’t ask for a better service.

Like another reviewer...if I could, I would give them a zero. Don't buy a used car from them! They will treat you horribly. Jeff in the service department could not have been any ruder. Evidently, only people who buy new cars and are still under warranty, deserve good service. I was just about ready to buy a new Cadillac from them, but now I will go to another dealer. They are just awful!

I was shopping different stores for escalade for couple of months and wasn't getting much proper help and straight answers on prices etc. Mr Peter Ngo the General Mgr of store sent me a email asking if i have been helped and if i had any questions. I was not only impressed him reaching out to me , he also put his sales mgr to assist me which was done in timely matter. Roy lester then reached out and provided me with proper unit and pricing. He assigned a sales person Gregor gonzales to prepare and delever the unit to me. Their finance mgr had access to all banks and made my day with her excellent communication. Wow wow wow If you care about process and communication then this is your store. One of a kind. I recommend this to all my friends and family. Thank you

The entire team here was very welcoming, knowledgeable and made the process of leasing our new Escalade very easy. They took a lot of extra time with us to make sure we understood the vehicle. I would recommend them!