Sullivan Cadillac - Service Center

Sullivan Cadillac responded

Thanks for the kudos! We do our best to ensure nothing but a positive experience for our customers and are glad to hear that was what you received. If there are any other automotive needs we can assist you with, please don't hesitate to let us know. Sincerely, The Sullivan Cadillac Team

Sullivan Cadillac responded

On behalf of Sullivan Cadillac, we would like to express our appreciation for the time you took to share your experience. Unfortunately, we cannot find your name in our records. Is it possible that you had this experience at another dealership? We have tried to encourage you to reach out to us, and we have not heard from you. Please contact us at your earliest convenience, so we can move forward in a positive direction. Sincerely, The Sullivan Cadillac Team

Sullivan Cadillac responded

Thank you so much for taking the time to share your feedback with us! We work hard to make sure our guests have an awesome experience. We will share your comments with our team and we look forward to working with you again down the road. Sincerely, The Sullivan Cadillac Team

Sullivan Cadillac responded

Thank you for this amazing review! We really appreciate your business. Sincerely, The Sullivan Cadillac Team

Sullivan Cadillac responded

Jadelyn, we appreciate learning about your recent service with us. We strive for a positive experience, and it appears you did not receive that from us. We would appreciate the opportunity to discuss your time spent with us. Please contact us at your earliest convenience so we can work together at resolving this. Sincerely, The Sullivan Cadillac Team

jadelyn responded

It has been resolved. I was made to feel like I was an irate customer who the service manager just gave me the reason to shut me up. Not because of good customer service. I got more information from my daughter. The mechanic who came out when the car stopped said it was the starter. When it was taken back to the shop, it was determined that it was loose cables. My daughter took the car to Firestone today. The car needs an alternator, wheel bearing and an alignment. When the vehicle was picked up from Sullivan, the motor was not running properly. But according to the service dept everything was fine. I state again, when the car was dropped off after houses, the requests were to check the driver’s side because in SC two tires blew and got 2 new tires and rims. Check the air bag light that was on, which the service dept did not see and the seat belts which were not working. It was on the form”check the air bags”. When you got in the car and turned on the motor, in the middle of the dash, there was the error “Check Airbags”. The service person did not see this. My daughter had to tell them when they called. She asked to check out the vehicle, the service mgr said they couldn’t take tools and check the whole vehicle. How can other dealerships check the systems for issues but Sullivan cannot. If the vehicle needs to go to the dealer for service, we will drive a few more miles to Jacksonville. Firestone only charged $10 to check the car and called my daughter within a few hours!!! I truthfully did not feel like an irate customer, I was made to feel like I was a bitchy xxx. I honestly don’t know if I would have gotten better customer service if so was a man. I am a senior citizen who worked 28+ in customer service for a major gas & electric company. I have had better customer service at McDonalds than at Sullivan!!’

Sullivan Cadillac responded

Thank you for sharing your experience with us. We have tried to reach out to you to discuss the situation with you further but you have not responded to our attempts to contact you. Please call us back at your earliest convenience so we can discuss further. Thank you. Sincerely, The Sullivan Cadillac Team

nandop responded

Update 8/15/2021 I received a phone call from Mr. Robert Daigle, who is the service manager for Sullivan Cadillac in Ocala FL. Mr. Daigle reached out to me in a crass, belittling tone because Sullivan Cadillac has refused to service my vehicle which is under warranty. My husband submitted a complaint because this dealership is refusing to honor my vehicle's warranty without any reason at all, attempting to force me to pay out of pocket. My husband had spoken with Mr. Daigle's wife, Jamie who is a Service Advisor at Sullivan Cadillac (yes, she and her husband work together at this dealership). It was Mrs. Daigle who stated that we would have to pay out of pocket for the repairs. Mr. Daigle started the conversation stating that my husband would converse with him at the dealership for over an hour but that he submitted the complaint instead of speaking with him. My husband brought the car to the dealership to have the brakes fixed. Turns out, as he was driving home, the brakes had problems again. When my husband informed Mrs. Daigle that the brakes were still not working properly, she informed him that we would need to pay to fix them out of pocket. As I stated before, the brakes (front and rear) are still under warranty. Mr. Daigle contacted me over the phone on Friday, July 23rd, expressing annoyance about the complaint submitted to , now stating the he could have easily fixed the problem (after the fact). I responded to him that submitting a complaint is my husband's right and he had no business questioning his actions. He told me: "you are not understanding." To which I replied: "you are not explaining yourself properly.' I told him that this phone belongs to me (my husband does not own a phone), and that it might be better to correspond with my husband, in fact, email is the communication method him and Mrs. Daigle use. I offered my husband's email address to him and Mr. Daigle declined stating in his usual aloof tone: "he can call me back." To which I told him: "I will let my husband know that you declined corresponding in writing." And he said in a mocking tone: "well, you have fun." I have been to this dealership several times before as I have brought my Escalade for service there and I have witnessed firsthand Mr. Daigle's crass behavior. We have previously witnessed his bible bantering and misogynistic behavior before, and quite frankly, I do not understand how you can have someone with such poor character deal with customers. You already have a sales team that is fat out rude to customers, and this is the main reason why we chose not to purchase our vehicle at Sullivan Cadillac. But it seems that you let this kind of behavior perpetuate into the service department too. I will not put up with rudeness from your employers. If they do not know how to give proper customer service, it shows your lack of investment in training your personnel

Sullivan Cadillac responded

Thank You for your recent visit. I apologize for your unpleasant experience, you are important to us. We are here to resolve your issues and would request your to come back in at your convenience so we can resolve your issues. Management has been made aware of your complaint and would appreciate the opportunity to resolve any issues.

Sullivan Cadillac responded

Thank You for choosing Sullivan Cadillac as your dealership! We appreciate your business and strive to provide you first class service! Your are important to us!

Sullivan Cadillac responded

Thank you for allowing Sullivan Cadillac to be your dealership of choice. We appreciate you and strive to provide you the very best in service. Our goal is to have you, our customer, always Completely Satisfied! Thank You for your business!