I’m extremely disappointed with how this dealership
handled the sale of my new Cadillac Vistiq and, specifically, the third-row seat recall.
At the time I purchased the vehicle, the power third-row
handled the sale of my new Cadillac Vistiq and, specifically, the third-row seat recall.
At the time I purchased the vehicle, the power third-row seats were already disabled because of the recall. I specifically asked about this before buying the car. I was told that the fix would likely take about a month and was also told that the dealership had already fixed some customers’ seats.
Based on that information, I accepted the temporary inconvenience and purchased the vehicle.
I have now spoken directly with Cadillac EV Customer Assistance and learned that there is currently NO permanent remedy available for this recall. Cadillac explained that the existing recall action was simply to disable the seats, and owners will be notified if and when a permanent remedy is released.
I then called the dealership’s service department. Initially I was given another vague explanation, but after I questioned it and the service advisor actually reviewed the recall information, he confirmed that there is no fix available.
So my issue is not simply that the vehicle has a recall. Recalls happen. My issue is that I purchased this vehicle after being given very specific information about the recall status that does not appear to have been accurate. I was told a fix was expected in approximately a month and that other customers had already had their seats repaired, when Cadillac corporate is now telling me that no permanent repair has been released at all.
I have left messages for both my salesperson and the sales manager and am waiting for an explanation.
For a luxury vehicle purchase, I expected much better transparency and communication. I should not have had to call Cadillac corporate myself and challenge the dealership’s explanations just to get a straightforward answer about a known issue that existed before I bought the vehicle.
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by Jessica Brennan
Sep 30, 2026 -
Cadillac of Norwood responded
We completely understand why you’re upset, and we share that frustration with you.
We do want to clarify one important point. There was never any intention to mislead you about the third row recall. Before answering your question, your salesperson actually checked with someone in our service department and was given information that turned out to be incorrect. Unfortunately, that led to you being given an expectation about a repair that Cadillac has not yet made available.
We understand that doesn’t change your experience, and we take responsibility for the fact that you were given inaccurate information. We would never intentionally misrepresent a recall or the status of a vehicle just to make a sale.
We’re disappointed that we didn’t give you the clear and accurate answer you deserved from the beginning. We’re also taking your feedback seriously and making sure our team is aligned on the latest recall information so this doesn’t happen again. We hope we can earn back your confidence and show you that this was not representative of how we want our customers to be treated.
Sep 30, 2026 -
Jessica Brennan responded
I appreciate the acknowledgment that I was given inaccurate information and that the dealership is taking responsibility for it.
I do want to respond to the clarification, though, because from a customer’s perspective, the distinction between the salesperson and the service department does not change the issue. Both represent Cadillac of Norwood.
I appreciate that there may not have been an intention to mislead me, but my concern has never really been about proving someone’s intent. My concern is that inaccurate information originating within the dealership was presented to me as fact during a significant purchase, and then continued after the sale.
I also find it disappointing that, despite this public response, no one from Cadillac of Norwood has actually returned my phone calls or responded to my emails directly. If the dealership truly wants to take responsibility and earn back my confidence, I would expect someone in management to contact me rather than only responding publicly to a review.
I had a great experience with all the the workers or team
members. I met at the cadillac car dealership. they helped me and were very professional.
members. I met at the cadillac car dealership. they helped me and were very professional.
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by Mark
Verified Customer
Verified Customer
Sep 21, 2026 -
Cadillac of Norwood responded
Thank you so much for your kind review! We’re thrilled to hear that you had a great experience with our team and that everyone was professional and helpful throughout your visit. We truly appreciate your business and look forward to welcoming you back to Cadillac of Norwood!
Every thing is great.
They take good care of my car.
Very happy with the services. Everyone is very polite and respectful.
Thank you.
They take good care of my car.
Very happy with the services. Everyone is very polite and respectful.
Thank you.
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by PALMASPUNT29
Verified Customer
Verified Customer
Service Price Transparency
Aug 28, 2026 -
Cadillac of Norwood responded
Thank you for the wonderful review! We’re so glad to hear that you’re happy with the service and that our team continues to take great care of you and your vehicle. We truly appreciate your kind words about our staff and look forward to providing you with the same exceptional experience for years to come. Thank you for choosing us!
Communication was fantastic during the entire process.
I would use them again without hesitation. Everyone I dealt with was knowledgeable and professional.
I would use them again without hesitation. Everyone I dealt with was knowledgeable and professional.
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by TBIGONY
Verified Customer
Verified Customer
Jun 19, 2026 -
Cadillac of Norwood responded
Thank you for taking the time to share your experience! We truly appreciate your feedback and are pleased to hear that our team provided the communication, knowledge, and professionalism you deserve.
A smooth and transparent experience is always our goal, and we're grateful for the opportunity to assist you. We look forward to welcoming you back again in the future!
Very helpful and understanding courteous and patient
answer all questions looking forward to a great relationship
answer all questions looking forward to a great relationship
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by littlecaesar37
Verified Customer
Verified Customer
Jun 05, 2026 -
Cadillac of Norwood responded
Thank you for your kind words! We truly appreciate your feedback and we are so pleased to hear that you found our team helpful, understanding, courteous, and patient. Providing clear answers and excellent service is always our goal. We look forward to building a great relationship with you and are here whenever you need assistance. Thank you for choosing us!
We had an outstanding experience with Aldo, the Sales Rep
at Norwood Cadillac in Norwood, MA. From start to finish, the entire process was smooth, transparent, and genuinely enjoyable.
We couldn’t be happie
at Norwood Cadillac in Norwood, MA. From start to finish, the entire process was smooth, transparent, and genuinely enjoyable.
We couldn’t be happier with the deal we received. Aldo was professional, honest, and clearly committed to making sure I got exactly what I was looking for.
If you’re looking for a dealership that truly values its customers and makes the car-buying experience stress-free, I highly recommend Cadillac of Norwood. I’m thrilled with my new car and grateful for the excellent service!
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by Avi & Greer
Verified Customer
Verified Customer
Service Price Transparency
Jun 05, 2026 -
Cadillac of Norwood responded
Thank you for taking the time to share your experience! We're very happy to hear that Aldo provided outstanding service and made your car buying journey smooth, transparent, and enjoyable from start to finish. We take great pride in creating a stress free environment and ensuring our customers find exactly what they're looking for, so it's wonderful to know Aldo delivered on that commitment.
We truly appreciate your recommendation and your kind words about our team. Congratulations on your new vehicle! Thank you for choosing Cadillac of Norwood, and we look forward to serving you again in the future.
awesome service registered and inspected my new car very
competitive pricing beautiful automobiles ! Thank You Norwood !
competitive pricing beautiful automobiles ! Thank You Norwood !
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by JAY@KENNEDYCARPET.COM
Verified Customer
Verified Customer
Jun 05, 2026 -
Cadillac of Norwood responded
Thank you for your wonderful review! We're thrilled to hear that you had an awesome experience with us. It's great to know that our team was able to take care of your registration and inspection efficiently, and that you found our pricing competitive. We also appreciate your kind words about our vehicles. Thank you for choosing Cadillac of Norwood, and we hope you enjoy your new car for many miles to come!
Aldo was very helpful in identifying my new Cadillac to
lease, moving the car to Norwood, changing the Florida registration, and training me on the features of the car.
lease, moving the car to Norwood, changing the Florida registration, and training me on the features of the car.
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by HMCCANCE
Verified Customer
Verified Customer
It was a pleasant to do buisines with your team at
Norwood Cadillac, my salesman was very knowledgeable and I didn’t feel pressured in any way. I would absolutely recommend your dealership to friends
Norwood Cadillac, my salesman was very knowledgeable and I didn’t feel pressured in any way. I would absolutely recommend your dealership to friends and family.
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by ajr6144
Verified Customer
Verified Customer
Aldo was attentive , informative and was not pushy.
He answered all my questions like he knew what I was going to ask
He answered all my questions like he knew what I was going to ask
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by kinney48
Verified Customer
Verified Customer
Apr 20, 2026 -
Cadillac of Norwood responded
Thank you for your feedback! We’re very pleased to hear that Aldo provided such attentive and informative service and made you feel comfortable throughout the process. It’s great that he was able to answer all your questions and deliver a no-pressure experience. We appreciate you taking the time to share your experience and look forward to seeing you again!
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