Cavender Cadillac

Carlos made our service experience flawless, despite the woman making the appointment. She claimed they would have a loaner car for us. Carlos explained that they can’t have weekend loaners due to staffin woman making the appointment. She claimed they would have a loaner car for us. Carlos explained that they can’t have weekend loaners due to staffing. Carlos is the reason we stay at Cavendar for service. More

I rarely write negative reviews, but the difference between my experience with Cavender Cadillac and another Cadillac dealership was so dramatic that it deserves to be mentioned. I called Cavender Cad between my experience with Cavender Cadillac and another Cadillac dealership was so dramatic that it deserves to be mentioned. I called Cavender Cadillac to schedule service for our 2026 Cadillac VISTIQ, which has several recall items that need to be addressed as well as an issue with the electric charging door not closing properly. I spent approximately a minute and a half explaining the vehicle and the service needed. At the end of that conversation, the receptionist told me they could not help because their system showed that I owned a Chevrolet. I explained that yes, I had previously purchased a Chevrolet Silverado EV through Cavender, but I was calling about a completely different vehicle—a Cadillac VISTIQ that I did not purchase from Cavender. I offered multiple times to provide the Cadillac’s VIN so there would be no confusion. When she finally agreed to take the VIN, I began reading it to her—and the call disconnected. I called back about 30 seconds later, reached the same person, and after beginning the entire explanation again, asked whether she had been the person I was just speaking with. She acknowledged that she was and casually said we must have gotten disconnected. Eventually, I was able to provide the VIN and explain the situation yet again. The interaction continued to feel disorganized and surprisingly inattentive. I was told they could possibly get the vehicle in several days later and that a rental might be available later in the week. At that point, I simply said not to worry about it. Two minutes later, I called Sewell Cadillac. The difference was remarkable. Within roughly 90 seconds, the representative understood exactly which vehicle I had, took the VIN, addressed the reason for service, offered me multiple appointment times that same day—through the evening—and confirmed that a loaner vehicle would be available. Same Cadillac. Same service concern. Same city. Completely different customer experience. And to be clear, this is not coming from someone who believes Chevrolet customers should somehow receive lesser service. My Silverado EV was approximately a $100,000 vehicle as well. Good customer service should be good customer service regardless of the badge. But when a dealership represents Cadillac and sells premium vehicles approaching or exceeding six figures, there is understandably an expectation of organization, attentiveness, and a certain level of service. My experience with Cavender fell extraordinarily short of that. Cavender did call back approximately a day and a half later to say they now had availability. By then, Sewell had already taken care of everything. When I explained that, the response was essentially, “Okay.” That interaction really summed up the experience. For anyone in the San Antonio area considering where to service a Cadillac, my experience between these two dealerships was genuinely night and day. I will gladly drive the additional distance to Sewell going forward. Cavender may be perfectly capable of selling expensive vehicles, but based on this experience, the service side did not feel remotely like a premium dealership experience. More