Rick Hendrick Cadillac - Norfolk

Service Manager Justin Furr, was attentive professional and thorough, and was a very positive asset to the entire process. and thorough, and was a very positive asset to the entire process. More

Service was scheduled in advance for safety recall service. I was treated respectfully, promptly professionally upon arrival. Estimate for time of repair was accurate. Complete service check of all service. I was treated respectfully, promptly professionally upon arrival. Estimate for time of repair was accurate. Complete service check of all systems in addition to the replacement of the recall item was conducted.during this visit. An update of vehicle maintenance and recommendations was provided for future service. The vehicle was cleaned inside and out before it was returned to me. I was thanked for being a valued customer prior to departing. Exceptional service from an exceptional dealership. More

Brought in my 2016 Cadillac SRX for recall. Service advisor Chris Buttolph kept me up to date on status of recall fix and explained the other items the technician noted that will need attention. And m advisor Chris Buttolph kept me up to date on status of recall fix and explained the other items the technician noted that will need attention. And my shiny red car was so clean as well! All this and a much-needed bath? How good is that?! Thanks, Chris. More

Great experience fast in and out service with buying a new CT5. Would highly recommend new CT5. Would highly recommend More

I needed a license plate front bracket put on my new car that I purchased at an out of state dealer and Justin and his team made it happen pretty quickly so I could get my new license plates on my new car. that I purchased at an out of state dealer and Justin and his team made it happen pretty quickly so I could get my new license plates on my new car. More

We ordered our ‘21 Escalade from Kim White. Super happy with Kim and the Escalade. with Kim and the Escalade. More

I purchased a 2015 XTS Cadillac, didn't have the car 24 Hours before it was back in the service dept. I was told the car was unsafe to drive upon deliver. I had three loaner vehicle while my vehicle was be Hours before it was back in the service dept. I was told the car was unsafe to drive upon deliver. I had three loaner vehicle while my vehicle was being serviced. They told me my car was ready for pick up. I picked up the car and it wouldn't go pass 40 miles per hour. Got it back to the service dept and they stated they were still waiting on a part for the car that hadn't been fixed. Why did they give me a car that wasn't ready or unsafe? please look into this matter! I am a unhappy customer. More

I purchased a 2016 Cadillac Escalade ESV with 25k miles on it last month in Atlanta. Upon taking ownership of the vehicle, I realized the key fob wasn’t the OEM key fob and would not remote start the vehic on it last month in Atlanta. Upon taking ownership of the vehicle, I realized the key fob wasn’t the OEM key fob and would not remote start the vehicle. I went online to a website that sold GM OEM parts and purchased a OEM key fob for $97.31 including taxes/s&h. . I originally scheduled an appointment to have the key fob programmed approx a week after purchasing the vehicle but had to cancel the appointment due to my military duties/schedule. I rescheduled for today March 20 at 10:15 am. I arrived approximately 15 minutes early. After sitting in the waiting room for over 2 hours, one of the service reps came out and explained that I may need to purchase another OEM key fob before they could program it. I asked him didn’t they know that prior to scheduling my appointment? I’m quite sure I’m not the first customer to have a key fob programmed so of course I had to purchase another OEM key fob from the dealer for $158. I told the service rep that would have been nice to know that I needed a second key fob in order to program it to the vehicle and I would have definitely ordered 2 instead of 1 key fob and almost pay twice as much for it at the dealer. I surely hope this is not the customer service that Rick Hendrick Cadillac offers because I will gladly take my service elsewhere. The waiting room had about 10 people or so when I arrived and 4 hours later, it’s only me and a gentleman who just got here. Definitely not a good first impression with me... More

On Thursday, February 18, 2021, my wife and I had a scheduled used car sales appointment at 11am with salesperson Andrew Dion about a 2017 Cadillac Escalade they had on their lot. We arrived 10 minutes scheduled used car sales appointment at 11am with salesperson Andrew Dion about a 2017 Cadillac Escalade they had on their lot. We arrived 10 minutes before our scheduled appointment only having to wait more than 30 minutes before another sales person, Kimberly White assisted us because Mr. Dion was still with another customer. I remind you, we had a scheduled appointment at 11am. Ms. White took over the sales appointment with us all the way through to our first look and test drive of the 2017 Cadillac Escalade. Once we returned from our test drive, Mr. Dion took over with the negotiating of the potential sale and trade in value on our Lincoln Aviator as well as running credit reports on both my wife and myself. Mr. Dion was surprised and impressed to learn how high our credit reports were for both my wife and myself with Mr. Dion saying, "I didn't know that credit scores went that high!" After 7 hours at Rick Hendricks Cadillac of Norfolk, VA, my wife and I agreed and finalized ALL negotiating and terms of sale of the 2017 Cadillac Escalade with Mr. Dion. The next day, Friday, February 19, 2021, at 4:26pm Mr. Dion called me to update me on the repairs and new tire(s) installation that were being performed that we had agreed on during our sales negotiating. The next day Saturday, February 20, 2021 at 5:04 pm, Mr. Dion called me and left a message saying that the Escalade had been sold and delivered to another dealership in North Carolina. Unfortunately, I didn't see the call come in on Saturday nor did I hear the phone message left by Mr. Dion. On Monday, February 22, 2021 at 2:01 pm, I called Mr. Dion to check in on the status of the Escalade. To my surprise, anguish and total disappointment, Mr. Dion informed me the Escalade had been sold to another dealership. According to Mr. Dion, he did not check the under "contract box" which left the vehicle open for sale. Mr. Dion took full responsibility for the mishap and failure to secure the sale which left my wife and I in total disbelief! We were sick to our stomachs that something like this could happen...How could this happen? After speaking to Me. Dion I called Ms. White who I believe Mr. Dion reports too and explained everything to her who claims knew nothing about what happened. Ms. White said, "Rick Hendricks Cadillac will do everything they can to find us a better Escalade then the one I thought I had already had." On Tuesday, February 23, 2021 at 9:58 am, Mr. Dion called me to apologize for his mistake and said "He was doing everything he can to find my wife and I an even better Escalade then the one we thought we already had. Needless to say, I have not heard from ANYONE from Rick Hendricks Cadillac since. I can't believe there is not another Cadillac Escalade that is available for purchase! I'm extremely disappointed with the sales team at Rick Hendrick's Cadillac in Norfolk Virginia. More