Disappointing Experience
We recently purchased a - samjreyes13
Disappointing Experience
We recently purchased a Cadillac Escalade with the Executive package from Jerry’s Cadillac in Weatherford. While we love the vehicle itself—especially given how hard it was to find this specific model in Texas—our experience at the dealership left much to be desired, particularly due to the behavior of the manager, Lee Merrill.
From the beginning, we were uncomfortable with how Lee spoke to his staff during our purchase. It was unprofessional and created an unpleasant environment, but because this vehicle was nearly impossible to find elsewhere, we moved forward with the purchase and ordered upgraded first and second row floor mats at the time of sale.
Two months later, I received a vague and unprofessional text message: “Did you order floor mats? If so, they are here.” When my husband went to pick them up—missing time at our kids’ camp—he was shuffled between three separate buildings over the course of an hour because no one knew where the mats were. We live 45 minutes away, so this was a frustrating waste of time.
After finally deciding to let Lee know he could deliver them to our home, Lee raised his voice at my husband as he was leaving, saying, “I’m not done talking to you.” My husband reminded him that we’re paying customers, not employees, and that it was unacceptable to speak to him this way. Lee eventually delivered the mats to our home and included a third row and cargo mat as a goodwill gesture.
Unfortunately, the issues continued. The second row mats we ordered didn’t fit—likely because Lee didn’t realize we had the Executive package, which includes a different second row configuration. Upon calling, he asked if the third row fit. I hadn’t checked yet, but we soon discovered it didn’t, and that we had also received two cargo mats—one labeled GMC—neither of which fit.
When I called again to inform him, he seemed unaware that Cadillac even made mats for the Executive third row and told me it would "be easier if you just threw those mats away." I explained that disposing of bulky mats shouldn’t be my responsibility when this was a dealership mistake and asked him to pick them up. He admitted he had mistakenly delivered his friend’s Tahoe mats instead of ours.
The next day, our sales rep Ashley called (at Lee’s request) to say someone would eventually pick up the mats, but provided no timeline or details. She was unaware of the full situation—including that the third row and cargo mats were provided to rectify the earlier issue—because Lee failed to communicate it. I called her back to explain, and she said she would follow up with him.
By Friday, I still hadn’t heard anything. I texted Lee for an update and was told he had “passed it back to your salesperson” because he was dealing with insurance claims from hail damage. While I understand unexpected business issues arise, this entire situation could have been resolved quickly with basic professionalism and communication.
I currently have a call in with his superior, Kevin Reeves, to discuss the full experience. It’s frustrating and disappointing that a customer can be treated this poorly—not just once, but repeatedly—by a dealership that should value its customers.
We don’t care about the floor mats anymore. We care about how the situation was handled. And how, unfortunately, it wasn’t.
I would not recommend Jerry’s Cadillac in Weatherford. Spend your money with a dealership that respects your time and values your business.
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