I purchased a brand new 2025 Cadillac Escalade from Faulkner Cadillac expecting the level of service, professionalism, and customer care that should come with a luxury vehicle and luxury brand experience. Instead, this has become one of the most frustrating and disappointing customer service experiences I have ever had. My vehicle suffered a headlight failure — a critical safety component — while still under factory warranty. The warranty repair was approved, but the required part is on national backorder. I completely understand that supply chain issues can happen. What I do not understand is how a customer who spent this level of money on a nearly new luxury SUV can be left without meaningful support for weeks. Initially, Faulkner Cadillac told me they would provide a loaner vehicle. However, once they learned the part was on national backorder and the repair delay would be extended, the tone and professionalism completely changed. The support and urgency disappeared, communication became inconsistent, and I was effectively left to deal with the consequences on my own. This is not just an inconvenience. This is a safety-related issue involving a vehicle that is less than a year old, and I continue to make payments on a vehicle I may not even be able to safely drive. Meanwhile, I am absorbing the financial impact, transportation burden, and stress created by a warranty issue that Cadillac itself already acknowledged and approved. What has disappointed me most is not the defective part. Machines fail. What defines a luxury brand is how they take care of customers when problems happen. In this situation, I felt abandoned the moment the issue became complicated and expensive for the dealership. I expected accountability, advocacy, communication, and professionalism. Instead, I received excuses, delays, and a complete lack of ownership. For anyone considering purchasing a Cadillac — especially from Faulkner Cadillac — understand that the true test of a dealership is not the sales process. It is how they respond when something goes wrong after the purchase. Right now, I cannot honestly say this experience reflects the premium standard Cadillac claims to represent.

Took my Cadillac there. Was towed there. I'm from across the state. First time got my car back had to have it towed there a second time, only 45 mins away from dealership. Then my car was there 6 weeks. They charged me for 3.5 hours labor. Called around the three other Cadillac dealers. They quoted me 1.5-2.5 hours labor. On of those were another Faulkner Cadillac dealers. They quoted me 2.5 hours labor. I was overcharged. Service manager kept saying. G.M. .forces them to charge 3.5 hours labor for the job. Alternator swap. Save your money,go anywhere else. It should have cost me another tow to have the work done somewhere else. I love 350 miles from dealership.

Great dealership.. both sales and service! , I wanted a new Escalade and Faulkner ordered it exact to my specifications.. Top value for my trade in and excellent delivery process I highly recommend Faulkner Cadillac !

After a very bad experience with a local Cadillac dealership, I took to the internet to find the car I wanted to purchase. Searching for months, I finally happened upon the XT5 that I wanted. Problem it was in PA and I live in KY. Ben Roberts was wonderfully helpful and accommodating. I flew into Philadelphia and rented a car to drive to the rental location closest to the dealership. Ben picked me up at that location and within an hour the paperwork was signed and I was on my way for the 10.5 hour drive back to KY. The car is perfect. The transaction was speedy with no surprises. Everyone at this dealership went out of their way to help. I am very appreciative and would do this again for any future purchases. I've owned Cadillac since 1989. My go to family-owned dealership closed during COVID so went to another local dealership that twice sold two vehicles right out from under me. Customer service makes these dealerships what they are and I will gladly return to Faulkner for future purchases.

Purchased a used Cadillac CPO CT6 late January 2022. Dealer Failed to show $ 500,- deposit on final bill. Refused for a long time to sign Bill of Lading for transport company, delaying transporter. Released the Cadillac CT6 without key fob #1 and with FOUR BENT WHEELS for transport. Fob issue had to corrected by local dealer. Wheel problem was Identified by local Cadillac dealer. Working through Cadillac USA, to have Faulkner to correct wheel issues to today has Zero results. Am 250 miles from selling dealer.

Thank you for making my buying experience fast and easy. Michele was great. My first new Cadillac from here. Always a pleasure. I love my new XT4.