Pepe Cadillac

This was one of the worst dealership experiences I've had. I brought my Escalade to Pepe Cadillac for a flashing check engine light and engine misfire. From day one, my concern was the engine. Instead had. I brought my Escalade to Pepe Cadillac for a flashing check engine light and engine misfire. From day one, my concern was the engine. Instead of diagnosing the engine issue, the dealership spent time pursuing other theories, including an exhaust related issue and eventually recommending a transmission replacement estimated at roughly $13,000 based on a best guess. The most frustrating part was that I repeatedly had to push for an actual engine diagnosis. During one conversation with Ron the service manager, I was told that this wasn't some situation where GM was going to hand me a new engine and this isn't going to be a warrantied situation and that I would be putting $7,000-$8,000 out of my pocket into the vehicle one way or another. Still I insisted that they at least look at the engine as I believed it to be misfiring and stop avoiding it entirely while simultaneously suggesting big ticket items like the transmission as a best guess. After insisting that the engine be properly evaluated, the dealership finally went through with it and diagnosed the actual problem. The result? The engine was approved by GM Corporate for replacement due to a critical failure under an active recall warranty. So after weeks of being steered toward other repairs, the issue I originally brought the vehicle in for turned out to be exactly what I said it was. Once the engine replacement was approved, I was presented with an estimate containing thousands of dollars in additional parts and labor. Some of the labor charges immediately raised concerns for me because they appeared to involve components that would already be accessed during the engine replacement process. I spent about a week reviewing the estimate and speaking with GM to understand how these charges fit into the warranty repair process. During this week or so period the communication became increasingly aggressive. The message was essentially: approve the charges or come get your vehicle. After I challenged portions of the estimate, the dealership revised it and removed some of the labor that had originally been included. Despite that revision, they still would not proceed with the GM-approved engine replacement unless I agreed to thousands of dollars in additional customer pay items and parts. I ultimately picked up the vehicle and was charged $750 in storage fees while trying to sort out documentation and disputed charges. The paperwork initially framed the situation as though I had refused the warranty repair, when the reality was that I disagreed with the additional charges the dealership required before performing the warranty work. (Which I believe is against GM Compliance on Warranty Work) To top it all off, I was told the vehicle had been washed and prepared for pickup. It was returned to me in one of the dirtiest conditions I've seen during my ownership. No courtesy vehicle or shuttle was offered from start to finish of my experience here just as an fyi, not that I really care but its just an additional lack of attention to detail from a "luxury" dealership. Service Departments seem to run much differently when servicing at Audi or Porsche dealerships in Connecticut. My overall impression was that warranty work was treated as an inconvenience they want to avoid at all cost, while customer-pay work was pushed aggressively whether or not you really need that work. If you're bringing a vehicle here for a major warranty claim, review every estimate carefully, ask questions, and document everything. More

The service department technicians SUCK! !!! The service manager and shop foreman are very dismissive. Had a wheel alignment done there and had to bring it back 3x for noise- took it somewher !!! The service manager and shop foreman are very dismissive. Had a wheel alignment done there and had to bring it back 3x for noise- took it somewhere else they said Pepe messed up my car. Foreman said Cadillacs aren’t what they use to be and squeak- xxx? My suspension and transmission was affected by their poor quality of work. The Pepe brand experience has gone to trash at Pepe Cadillac. Sue the CFObis nice, the receptionist is a doll the parts guy is professional and understands customer service, the service advisor (3rd from the door when dropping of vehicle is Awesome) but the Shop foreman Joe and Shop manager Ron are disrespectful, negligent, dismissive, harmful xxxxxx!!! More

STAY AWAY CALLED WILLING TO PAY ASKING PRICE ON A NEW CADILLAC, WITHIN MINUTES OF BEING ON THE PHONE I WAS INFORMED THAT SINCE I WAS CALLING FROM OUT OF STATE THEY WOULD BE RAISING THE SALE PRICE BY 15,0 CADILLAC, WITHIN MINUTES OF BEING ON THE PHONE I WAS INFORMED THAT SINCE I WAS CALLING FROM OUT OF STATE THEY WOULD BE RAISING THE SALE PRICE BY 15,000 DOLLARS. YES YOU READ THAT RIGHT. WITHIN SECONDS NOT MINUTES THEY SHOWED ME NOT ONLY HOW UNETHICAL THEY WERE BUT THERE WAS NOT A LINE THEY WOULD NOT CROSS. BUYER BEWARE I WOULD THINK TWICE BEFOR TRUSTING THIS ESTABLISHMENT WITH NOT ONLY YOUR MONEY BUT YOUR PERSONAL INFORMATION. NEXT THING YOU KNOW THEY WILL BE SELLING THAT TO THE NEXT HIGHEST BIDDER. I ONLY WISH THAT I COULD RATE THEM LESS THAN A 1 AS I THINK THAT IS STILL TO HIGH! More

Ideally, I did not want to even a give a one star for this place. However, this was the only lowest star option. For starters, I inquired about a brand new escalade for 91,000. The man I spoke to asked this place. However, this was the only lowest star option. For starters, I inquired about a brand new escalade for 91,000. The man I spoke to asked what state I resided in. When I told him Washington state, he said "hold on a minute." He put me on hold and within seconds got back on the phone and told me that HE HAD TO RAISE the price to an additional 15,000 dollars. When I asked him why, he stated that I live on the other side of the U.S and that my state was in demand for such vehicles and that HE COULD. I have worked for many dealerships, managed several and have never been exposed to such lack of professionalism, and rudeness. I would not recommend purchasing from this dealership. Especially, if they have people working for them that takes no pride in treating customers with respect. More

Pepe Cadillac is awesome! i had the pleasure of purchasing my New Cadillac XT5 from David Persaud. David made my entire experience as easy as possible. He was very professional and knowledgeable ab purchasing my New Cadillac XT5 from David Persaud. David made my entire experience as easy as possible. He was very professional and knowledgeable about their vehicles. Frank, the business manager was very thorough with the Contracts and made sure i understood what I was signing. Everyone at the dealership was extremely kind and accommodating. The dealership is very clean and has taken extra precautions during this pandemic to make their clients feel safe. I felt very comfortable buying from them! I am a SATISFIED customer and will be returning for my next lease! More