Cadillac of Greenwich

Very poor customer service I am the owner of a 2013 Cadillac Escalade EXT With only 33,000 miles. I called Greenwich Cadillac service department to make an appointment for war I am the owner of a 2013 Cadillac Escalade EXT With only 33,000 miles. I called Greenwich Cadillac service department to make an appointment for warranty repairs they were booked eight days out. I brought the vehicle in on the day of the appointment. I was told the basic warranty had expired two days prior to the appointment day. There was a list of five items that needed to be repaired the service writer wanted to charge me $149 One hour diagnostic time per item a total of $749 For items that should have been covered under the basic factory warranty being that I made the appointment before the warranty actually expired. After complaining to the service writer he spoke with the service manager and they reduced it to a flat fee of $249 diagnostic time. They told me I need $1606 worth of repairs feeling that was unfair I called Cadillac customer relations after five phone calls over an hour each time to Cadillac customer relations department I had to wait 3 1/2 weeks for a decision. I was told the vehicle was two days out of warranty and Cadillac would not participate in any repairs I ended up paying the diagnostic fee and paying for one of the additional repairs and routine maintenance that was needed. Please note all calls to Cadillac customer relations are routed to Pakistan this is not something you would expect from a luxury American car manufacturer. One of the powertrain warranty repairs they did was to rebuild the front differential which in turn was leaking I made another service appointment to bring the vehicle in to you have the leak repaired after waiting yet another week The day of the service appointment Fernando told me not to come in and that he would call me when a loaner vehicle came back that day. A week has gone by and no one ever called me back The service manager Mike was rude condescending And no help at all. This is my fifth Cadillac and second Escalade needless to say after this treatment I will never buy another Cadillac. More

Exceptional Service Department I am a strong believer in writing complaint letters when I have a complaint. I also believe that it is equally important to write compliment letters I am a strong believer in writing complaint letters when I have a complaint. I also believe that it is equally important to write compliment letters when I receive exceptional service. I received exceptional service from Greenwich Cadillac last Saturday for my pre-purchase inspection. The Service Tech was pleasant, knowledgeable and provided a level of service that was above-and-beyond what he needed to do to simply do his job. He walked me through the specific car, the history of the car in general and things to look out for in the future. The Service Greeter/Admin was where Greenwich truly shone. To say she was helpful would be a significant understatement. She was extremely patient as she explained everything to me (as I asked question after question). Without being asked she researched my specific car and provided me with a remaining warranty breakout and a warranty service history. I might not have bought the car had she not shown me that the supercharger had been replaced 4K miles ago. She provided me with a detailed write up of the issues that the Service Tech had found with the car and provided a price estimate for repair. This was extremely helpful in understanding the car and in my negotiations with the seller. Even the sales guys were very helpful even if he did try to sell me a different car. :-) I could go on and on about my experience at this dealership. If I didn't live hundreds of miles away, I would be regular customer of Greenwich Cadillac. More