Rick Hendrick Cadillac - Norfolk

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 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.

Always the BEST dealership in Norfolk!!! I do miss WIll in the Service Department, though. Thank you all the same - eventually, I'll learn names

The kind folks at Hendrick Cadillac did a fantastic job with the sale and delivery of my used (new!) Lincoln Continental. Love the car and would definitely recommend them to anyone looking for a vehicle.

GREAT VISIT. VERY PROFESSIONAL AND VERY NICE. SUPER CLEAN AND NEAT PLACE. WILL FOR SURE RETURN AND GET OTHER SERVICES DONE. SUPER HAPPY WITH EVERYONE!

Everyone was nice and friendly made me feel welcome. And very helpful. It was a great experience. I would recommend to anyone. Thank you very much!

Steve Stone was a knowledgeable professional Sales representative. I Never felt pressured or hasseled to make a decision. Craig Petrie was very knowledgeable and made the paperwork process go smoothly.

Ms Kimberly White is such a wonderful person she always makes me feel like I'm important too her. She is a great professional. Definitely worth visiting

Hands down the best dealership in town. If I could give 10 starts in would. Steven stone greeted us as soon and we arrived and was very patient as we went through vehicles to find the perfect fit. He went above and beyond to make sure that our experience was exceptional. It was a smooth transition from beginning to end. We went over all of the final paperwork with Jeremy Jordan who was also amazing! Again going above and beyond to make sure that we felt taken care of and answered any questions that we had. Huge thank you to everyone at Rick Hendrick Cadillac for helping me find the perfect Cadillac. Highly recommend!!!!!

I had a pleasant time. It was not at all what I expected from a car dealership. Bob Wese was extremely kind, genuine and efficient. He mad it quick, easy and stress free. I have never experienced such customer service or heard of one quite like what I have experienced with Bob. I definitely told my family and friends about my new marine friend who makes your experience feel more like being around family.

Very knowledgeable and outstandingly professional service. Everything was quick and easy too, they helped us trade in for a new car in only three hours.