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Sullivan's Northwest Hills Chevrolet Buick GMC Cadillac - Service Center

Torrington, CT

5.0
12 Lifetime Reviews Review Dealership

12 Reviews of Sullivan's Northwest Hills Chevrolet Buick GMC Cadillac - Service Center

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January 09, 2021

"Joe repaired several cars and trucks for my family as..."

- Rleve1962bobleve

Joe repaired several cars and trucks for my family as well as my work vehicles. I am pleased to say they all came out very well

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Yes
Employees Worked With
Jan 12, 2021 -

Sullivan's Northwest Hills Chevrolet Buick GMC Cadillac responded

Your satisfaction is important to us, so we want to sincerely thank you for choosing Northwest Hills Chevrolet Buick GMC Cadillac and we hope to see you again soon!

March 19, 2018

"Awesome customer service "

- Seaquest1

Thank you for the incredible customer service this weekend when of few of our OU meteorology students broke down on their way home. McKinsey and James where basically stranded and your employees Greg and James stayed past closing time to help our stranded kids. Thank you from the bottom of my heart. Sincerely, One of the Mom's that watches over them while they are in Oklahoma Valerie Bell APRN

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Yes
Employees Worked With
Other Employees : Greg and James in service
June 06, 2017

"Always great"

- S2kcote

Always great service when I come in and a pleasure to deal with...great communication in service and sales! Would definitely recommend friends and family. A++ GM dealer

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Yes
Employees Worked With
Laura
June 06, 2017

"xxxxty service dept."

- Glenn1

Would not recommend very unprofessional no calls with updates on the vehicle went in to fix one problem and came out with 3 WOULD NOT RECOMMEND AWFUL TERRIBLE UNPROFESSIONAL

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Recommend Dealer
No
Employees Worked With
Ralph
February 26, 2016

"CHEVY PARTS"

- TruckMomma

Have dealt with the Chevy Parts Department several times in the past few months. The guys in that department are knowledgeable, friendly and very helpful. I found the prices to be competitive and I would highly recommend giving them a call for all your Chevy parts needs.

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Yes
Employees Worked With
Pete French
February 18, 2016

"Great service"

- RC

My mother-in-law's month old Certified Pre-owned 2011 Tahoe with 44k took seven tries to start and then it ran rough and wouldn't go faster than 10 to 20 mph. I called Sullivan's (the dealer she bought it from is too far away), they took it in and Ralph called me when they couldn't reproduce the same issues. Based on the codes in the system he said they would replace a couple of relays and make sure the electrical connections were clean and protected with dielectric grease. I told him I thought it was bigger than that, that it was a safety issue and wanted to see if the throttle position sensor was bad. He felt it wasn't and said they would leave it at the relays. When he called later to let me know it was ready he let me know that he went back and reviewed the issues as I described and ended up replacing the throttle body. All the work was done under warranty and I couldn't be happier. NICE JOB RALPH!

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Yes
Employees Worked With
Ralph
June 03, 2015

"I seriously hate doing this! "

- slegacy21

I would like to first point out that Vin was an awesome salesmen when we purchased the vehicle! He kept us in the loop on everything going on and we had a very smooth delivery. It was a little bit disappointing to go in the dealership and have him talk to me without even knowing who I was not even a month later. This is my third car purchase and I felt a lot like a dollar sign instead of an actual person after that. My real problem is with the service department. I declined the extended warranty offered along the advice of many people wiser than me, including many Subaru mechanics. I was very glad that I did that considering when I brought my car in with a very apparent rattling the techs at NW Hills "could not hear anything." I left and heard the car rattling right away. I returned my car two days later and got a loaner vehicle. This was by far the worst loaner vehicle I have ever encountered. It was damaged, interior was stained, and it had a terrible smell. The tech's "thought" they "fixed" the issue on my car. I can't believe that a dealership would allow a customer to leave with the "assumption" not known fact that the issue is fixed. I own the fact that I bought a used, non-certified car from this dealership, but I do believe that if you do not have techs capable of working on out-of-brand cars, you need to send the vehicle to a dealership that does. Which, I would like to add, I was told would always be the case when they were trying to sell the warranty to me. Because of the very incompetent service department and the frustration I experienced because of them, I will never return to this dealership again.

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No
Employees Worked With
Other Employees : Duane in service
March 21, 2014

"Very Poor service, charges for what should be warranty..."

- 159WASNM

Very Poor service, charges for what should be warranty work, damaged vehicle and in the end could not fix vehicle said there is nothing more we can do. You don't give up on a customer, It was a 2012 vehicle and under warranty when brought in with a problem and was told because of the paper trail warranty wont be a problem. Very disappointed...

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No
Employees Worked With
Brian Cavenaugh / Service Manager
September 16, 2013

"I purchased a brand new 2013 Cadillac SRX Performance..."

- Jimmy_Fitz

I purchased a brand new 2013 Cadillac SRX Performance Edition AWD. It started with less than 200 miles and again with less than 3000 miles. The engine is defective as the service manager informs us, the cylinder head must be replaced, they did not tell us the true problem the first time that it was due to the defective engine, cylinder head and allowed my wife to continue to drive this vehicle which placed her and myself in a very dangerous situation. The cylinder head engine defect on the 2013 SRX 3.6 AWD sucked water and coolant into the engine, rust is around that area now as told by the service manager. The General manager told me that "You are not getting your money back, and that is. Take it up with GM. Insulting us more, they stick us with a Buick aveno tiny car and not even honoring the same level or greater vehicle as was told to me when in the buying process. The service manager told me when I asked why they removed the spark plugs for detailing on delivery, I did not get an answer because the record shows that on the first service issue due to failure with 189 brand new miles, they found the water in the intake and removed the intake, dried out the plug, and coil in # 3 cylinder. Asked how did that get in there, I was told could be due to the power washing. I said, what? what do you mean? I cant drive this in the rain or run it through the car wash? He said no, the power washing of the engine. I said, its brand new, off the line, why power wash the engine. He said, well it suits on the lot for a while before delivery to a customer. People are telling me what a bunch of crap in this story. Now, with 2912 miles, the car is in the garage with the cylinder head defective because the engine is now contaminated with water and coolant inside and they want to tear apart the engine and replace the components / cylinder head. Well not on my watch. I paid cash on the spot and I want all my cash refunded or the vehicle replaced brand new exact specs or greater. I will not stop until one of these two demands are met. The general manager at Sullivan' Northwest Hills Dealerships in Torrington, CT is rude, unprofessional and careless with Customer attention and satisfaction.

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No
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Sep 17, 2013 -

Sullivan's Northwest Hills Chevrolet Buick GMC Cadillac responded

Mr. Fitzgerald; I am terribly sorry that you are having trouble with your brand new SRX. I am also sorry about your interaction with my General Manager. At the time of this response, you and I have had a telephone conversation and have discussed how this was handled by our dealership and by Cadillac. And while it did take just over 1 business day, I believe that we have come up with a satisfactory resolution to your concerns with your vehicle. It is my understanding that you will also be hearing from a representative from Cadillac shortly. Again, I am very sorry for the aggravation and frustration that you and your wife experienced from this encounter. Both Cadillac and this Cadillac dealership- Northwest Hills, care deeply about your ownership experience- and will help you the best way that we can. In this case, while it took longer than you expected it should have, I believe that we have a proper solution in place for you. Best regards, Kevin Sullivan

November 20, 2012

"Northwest Hills has been my dealership of choice for..."

- bbeauchaine

Northwest Hills has been my dealership of choice for several vehicles. The customer service and quality of workmanship are exemplary. Whether it has been to purchase a vehicle, routine maintenance or an out of the ordinary issue, they have always taken care of the situation at hand professionally. I highly recommend working with this dealership for any needs related to a vehicle. The newly renovated building is user friendly as well as shows the pride that this dealership shows in customer service. Thank you to the staff for a job well done!

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Recommend Dealer
Yes
Employees Worked With
Kevin Sullivan
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