George Touma | Page 3

Cadillac of Norwood responded

Thank you for taking the time to share this thoughtful feedback. We’re truly grateful for your kind words and are especially pleased to hear that your experiences with George and our Service team have reflected the level of care and commitment we strive to deliver every day. Building long-term relationships based on trust and consistency is exactly what we aim for, and it means a great deal to know that has come through in your visits. We sincerely appreciate your support and look forward to continuing to take excellent care of you and your vehicle for many years to come.

Cadillac of Norwood responded

Thank you for sharing your feedback! We’re glad to hear such positive things about Paul. His knowledge and professionalism are a big part of what makes our service experience strong, and it’s great to know his guidance and pleasant approach have made an impact on your visits. We truly appreciate your continued trust and look forward to taking care of your vehicle again in the future!

Cadillac of Norwood responded

Thank you for taking the time to share your experience! We’re so glad to hear the entire team made a great impression and that Paul and George took excellent care of you during your visit. It’s great to know the loaner vehicle setup added to your comfort and helped make the experience as smooth as possible. We truly appreciate your support and look forward to taking care of you again in the future!

Cadillac of Norwood responded

Thank you for your kind feedback! We’re very glad to hear that you consistently find our dealership clean, organized, and professional, and that our service and sales teams have delivered a great experience for you. Doing the job right the first time is always our goal, so it’s wonderful to know that’s been your experience. We truly appreciate your continued trust and look forward to seeing you again!

Cadillac of Norwood responded

Thank you for your feedback. We’re glad you took the time to share your experience. We certainly understand wanting to take advantage of available service offers. In this case, the oil change promotion you referenced is a Cadillac-specific offer and is limited to Cadillac vehicles, which is why our team was unfortunately unable to apply it to your Mercedes. We always try to be as transparent as possible about the terms of our service specials to avoid any confusion. That said, we truly appreciate you visiting our service department and hope you’ll consider us again in the future. If there are ever any questions about current offers or services, our team is always happy to help clarify before your visit.

Cadillac of Norwood responded

Thank you for your thoughtful feedback and continued loyalty! We’re glad to hear that George consistently provides impeccable customer service and makes your visits a pleasure. We also appreciate your honest note regarding wait times. We understand how important efficiency is, and we’ll be sharing your feedback with our service team as we work to improve the overall experience. Thank you again for your business. We look forward to serving you next time!

Cadillac of Norwood responded

Thank you for sharing your experience! We’re very glad to hear our team provided honest, helpful service and was able to assist you in making an informed decision about your vehicle. It’s always our priority to act in the best interest of our customers and ensure any recommended work is truly necessary. We truly appreciate your trust in us and are grateful you made the extra drive to visit our service department. We look forward to continuing to take great care of you and your vehicle in the future!

Cadillac of Norwood responded

Thank you for taking the time to share your feedback. We’re glad to hear everything went well overall and that you enjoyed the car wash at the end of your visit. That said, we sincerely apologize for the longer-than-expected wait time for your Escalade’s first service. We understand how important it is to set accurate expectations, and your experience falling outside the estimated timeframe is something we take seriously. We’ll be reviewing this with our service team to improve communication around service duration. We truly appreciate your business and your honest feedback, and we hope to provide you with a much smoother and more timely experience on your next visit.