Kayla Nguyen

very displeases with the service received on 12/13/25. saw a 2016 red Cadillac SRX online 12/10/25, so placed a call to the dealership (my father did and spoke with someone by the name of Kayla who stated saw a 2016 red Cadillac SRX online 12/10/25, so placed a call to the dealership (my father did and spoke with someone by the name of Kayla who stated the car was available, so we immediately started working with our credit union and scheduled apt for 12/13/25 was approved to purchase the vehicle which would have been a gift for my mother for her retirement/Xmas gift. I wanted to make sure to do my own homework I also sent in a message asking was the vehicle available. received a call from Kayla on 12/11/25 @12:01, confirmed and stated the car was still available and she would see us on Saturday. Arrived and was told Kayla has assigned my dad and I to someone else that would take care of us. (Aiman) not sure of how to spell his name. However, the gentlemen was very nice and pulled the vehicle around and my dad and myself and the salesman test drove the vehicle and now paperwork time. The salesman asked for proof of insurance and my dad TDL, and started to get more information and stopped and stated why is this vehicle saying its sold and I have the keys in my hand? The salesman left the room and finally returned 20 mints later and informed us the vehicle was sold 3 days ago, and he wasn't sure why we were told it was still available. My family has purchased many vehicles and this by far was one of the worst experiences ever. Not too mentioned my parents own an older escalade so were not new to the Cadillac family but definitely a disappointment to say the least. Not one manager came out to speak with us apologize or even offer to make a deal or make this experience better for us just let us walk right out the door. I could not believe the treatment of this dealership, and no one did their homework to make sure the vehicle was available for purchase. My dad called back to speak with Kayla and of course she was unavailable, probably because lunch was more important (olive garden) delivery and God forbid customer phone call interrupt lunch. The disappointment of not making sure the car was available for purchase was one thing but it really set the standard not one manager walked over to apologize after we drove from fort bend to purchase not to look or window shop, we were there to buy. Saying nothing speaks volumes Big Star has the entire 45 South in a choke hold but bad customer service or no customer service, we were served NOTHING!!!!!!!!!!!!!!!!!!!!!! COMPLETE WASTE OF TIME TAKING OFF OF WORK FOR A SET APPT JUST TO LEAVE EMPTY HANDED. THANKS, ALOT More

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Very patient with dealing. Continued digging to meet mutual pricing. Found desired vehicle from Courtesy Fleet Continued digging to meet mutual pricing. Found desired vehicle from Courtesy Fleet More

by wolf318 Verified Customer Verified Customer

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Big Star went the extra mile to make sure we got the exact car and extended warranty that we wanted. It’s a good dealership but the things that will bring me back are Eddie Lechuga and Angelika Felix. exact car and extended warranty that we wanted. It’s a good dealership but the things that will bring me back are Eddie Lechuga and Angelika Felix. They delivered the car to our house and Angelika stayed to explain and set up things. She has continued to stay in touch and answer any questions I have. Also, I called the main Cadillac.com customer service (866-790-5600) for help with some infotainment help, and the representative I got (Sharon at ext. 5927276) was EXTREMELY helpful. However, our initial contact with Big Star (by phone…sales rep. Kaylee N) was not the best experience. More

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