Paul Treseler

Cadillac of Norwood responded

Thank you for taking the time to share your feedback. First and foremost, I want to sincerely apologize for your experience. This is not the level of service we want to provide, especially for a loyal customer who has trusted us with your Escalade for the past five years. We made a mistake during your visit. After the technician damaged the locking lug nut trying to remove it and nicked the wheel using an impact tool, they failed to notify your service advisor about the damage to the wheel. Had the advisor been made aware, we would have addressed the wheel damage with you before you left the dealership and worked toward an immediate resolution. After learning about the damage from your email, we attempted to contact you by phone to arrange for the wheel to be repaired at our expense, but unfortunately we were only able to leave a voicemail. We regret that we were unable to connect with you directly. We also understand your frustration regarding the cost of your visit and recognize how, combined with the damage and lack of communication, it left you feeling let down. There is no excuse for the communication breakdown you experienced, including not receiving a timely response to your email. We value your business and are truly sorry that this experience has caused you to lose confidence in our dealership. If you are willing, I would appreciate the opportunity to speak with you personally and make this right, including repairing the wheel as we intended. Please contact Brian directly at your convenience so we can work toward a resolution. Thank you again for bringing this to our attention. Your feedback is being used to improve our communication and processes to help prevent this from happening again.

Cadillac of Norwood responded

Thank you for the wonderful feedback! We’re glad to hear that Paul was helpful, attentive, and able to guide you through the process in a way that made things easier for you. We’ll be sure to pass along your kind words to him. We truly appreciate you taking the time to share your experience, and we look forward to working with you again in the future.

Cadillac of Norwood responded

Thank you for your kind words and for choosing us over the years. It means a great deal to hear that, after owning several Cadillacs and working with different dealerships, Cadillac of Norwood has become your favorite. Our team is committed to providing an exceptional experience at every visit, and we're thrilled that we've earned your trust and loyalty. We truly appreciate your support and look forward to helping you with all your Cadillac needs for many years to come. Thank you again for your recommendation!

Cadillac of Norwood responded

We take concerns like these very seriously and would like the opportunity to investigate what occurred. Unfortunately, we are unable to identify your visit based on the information provided in this review. At your convenience, please contact us directly with your name, vehicle information, or repair order number so we can review your service history and address your concerns. We would appreciate the opportunity to learn more about your experience and work toward a resolution. Thank you for bringing this to our attention.

Cadillac of Norwood responded

Thank you for your feedback. We’re sorry to hear that you were dissatisfied with your experience. After inspecting your vehicle, our technicians were able to diagnose and identify the concerns you brought to us. We reviewed our findings and recommendations with you, but ultimately you chose not to proceed with the repairs at that time. We also acknowledge your concern regarding the oil change light not being reset during your visit. That was an oversight on our part, and we apologize for the inconvenience. We would be happy to correct that for you at your convenience. Regarding your mention of spending $600 at another dealership for a diagnosis, that service was not performed or charged by us, and therefore is not something we can speak to or take responsibility for. We understand that repair recommendations can sometimes come as a surprise, which is why we provide clear, transparent information so customers can make informed decisions about their vehicles. If you would like to discuss your visit further, we would welcome the opportunity to speak with you directly and address any remaining concerns. Thank you for giving us the opportunity to evaluate your vehicle.

Cadillac of Norwood responded

Thank you for taking the time to share your experience with our service team! We’re glad to hear you appreciated the clear communication and honest approach from our staff. Providing transparent recommendations without unnecessary upselling is very important to us. We’re also happy you enjoyed our clean and comfortable environment. Thank you for choosing us for your Cadillac service needs, and we look forward to seeing you again in the future!

Cadillac of Norwood responded

Thank you for the wonderful feedback! We’re really happy to hear that George provided such an outstanding service experience. His knowledge, attention to detail, and strong communication skills are a huge asset to our team, and we’ll be sure to share your kind words with him. We truly appreciate your business and look forward to assisting you again in the future!

Cadillac of Norwood responded

Thank you for bringing this to our attention. We completely understandable why you feel disappointed. To clarify, your vehicle was parked in a designated spot just outside the service entrance, not at the main dealership entrance near the roadway. That said, it being left unlocked was an oversight on our part, and we take full responsibility for that. We truly appreciate your feedback, as it helps us improve our processes and ensure better attention to detail moving forward. If you’d like to discuss this further, please don’t hesitate to reach out to us directly.

Cadillac of Norwood responded

Thank you for sharing your experience! We’re glad to hear that Paul has consistently provided honest guidance and dependable service during your maintenance visits. We truly appreciate your trust and your recognition of his dedication. It means a lot to our team. We’ll be sure to pass along your kind words to him!