TIM MARTINEZ

To say that I am disappointed with my experience at John Elway Cadillac would be an understatement. I live in West Virginia, which is quite a distance from the dealership. While searching for a vehicle, I c Elway Cadillac would be an understatement. I live in West Virginia, which is quite a distance from the dealership. While searching for a vehicle, I came across a beautiful slate blue 2015 Cadillac Escalade ESV. It was everything that I wanted. I immediately sent an inquiry to the dealership. Minutes later, I had a response from the salesman, Scott Gamble. He emailed a video introducing himself and showing me the vehicle. In his words, "It's in the shop now going through the reconditioning process. It's getting new shocks, new motor mounts, new coolant lines. As you can see, we really recondition these vehicles!" What a boldface lie! He stressed several times during the purchasing process that this vehicle was inspected by Cadillac board certified mechanics. I'd like to know where their certifications originate! My car is beautiful...I love it!!! Now, if it only ran as beautiful as it looks. It came with a 90-day extended warranty through PSI. My husband and son flew to Colorado to purchase the vehicle. Mind you, it was a cash purchase! My husband and 13-year-old son made the 23+ hour trip back to West Virginia, driving the Escalade that I was so excited to call my own. Just a few days after I purchased it, I had driven it to dinner one evening. When I pressed the push-start button, it turned over, and then just made a grinding noise, but did not start. I should've known then that this was not going to go well for me. Prior to the 90 day expiration of the warranty, my husband contacted the dealership to let them know that we were having issues. Their recommendation was to take it to a local Cadillac dealership closest to my home and have it evaluated. We did just that, only to find several issues that needed to be repaired. The "SERVICE SIDE DETECTION" system warning light stays on. The Escalade idles rough and there seems to be a misfire. The local dealership confirmed that the Bank 1 injector seal was leaking, and recommended an 8 cylinder tune-up due to grooves in the plug wires that appeared to have been rubbing against something. They also recommended the left exhaust manifold and gaskets be repaired due to a leak and a broken bolt. A piece of the sunroof had also fallen off, so they recommended replacing the left side deflector. The mechanic at my local dealership called the warranty company and spoke with one of the PSI representatives, only to be told that they had no record of the vehicle or customer (myself) in their system. My husband and I have called the dealership several times since, attempting to reach either Scott Gamble (the salesman) or the general manager, Tim Martinez. Neither one is ever available, and although we have been told that we will receive a call back, we never have. Not the way a business should be run!! Fast forward a few months, I barely made it home yesterday from work. The Escalade lost power and the check engine light came on and started fiercely flashing at me from the dashboard. Needless to say, it’s back in the shop today. The mechanic has given a complete assessment of everything under the hood. The spark plugs were replaced and a broken wire replaced; however, the main issue is in the engine, issues that he says have been present within the vehicle for quite sometime. Now you tell me, if this vehicle went through such a thorough reconditioning process, how could these issues have been overlooked? A very knowledgeable mechanic, this gentleman has delivered the devastating news that the Escalade needs a new engine. Repairs to the engine can be made for about $3,000, or I can pay close to $7,000 for a new engine. I have already paid quite a significant amount for the Escalade. I shouldn’t have to pay for all of these repairs! Now I know why they were so quick to make a deal to sell the vehicle. I would not recommend John Elway Cadillac of Park Meadows. The outward appearance certainly does not mirror the inside! More

Report | Print

I’m extremely disappointed by how I was treated by John Elway Cadillac and General Manager Tim Martinez throughout this entire experience. Over an extended period, thousands of dollars were spent servic Elway Cadillac and General Manager Tim Martinez throughout this entire experience. Over an extended period, thousands of dollars were spent servicing an Escalade at this dealership in an effort to resolve recurring mechanical issues. Despite multiple visits and expensive repairs, the original drivability concern remained unresolved. After the vehicle spent approximately a week in the service department and was returned, a critical "low/no oil pressure" warning appeared almost immediately. The owner was then informed that an additional repair costing several thousand dollars would likely be required for an oil pump. Paying thousands of dollars only to leave with the original problem unresolved—and then immediately face another major mechanical issue—is an experience no customer should have. What has been most frustrating is not just the financial burden, but the complete lack of accountability and communication afterward. I sent a detailed and respectful letter to the General Manager outlining the situation and asking for help resolving it. I also left two follow-up phone messages. I received no response whatsoever. As a customer, you expect honesty, communication, and some level of concern when a vehicle is returned with unresolved issues and a major new problem appears immediately afterward. Instead, I was left with an undrivable vehicle, thousands of dollars in expenses, and silence from management. Exceptional customer service isn't just about fixing cars—it's about building trust, earning loyalty, and creating lifelong customers. When a dealership fails to resolve recurring mechanical issues, returns a vehicle with the original problem still present, and then a major new problem arises immediately afterward, customers understandably expect accountability, communication, and a genuine effort to make things right. Ignoring detailed correspondence and follow-up phone calls only compounds the frustration and sends the message that customer concerns are not a priority. What makes this especially unfortunate is that every dissatisfied customer represents far more than a single lost sale. Every customer has friends, family, colleagues, business associates, and professional contacts who rely on personal recommendations when deciding where to purchase and service their vehicles. A dealership that consistently demonstrates integrity and stands behind its work can generate years of repeat business and referrals. Conversely, poor communication and unresolved service issues can cost far more than the price of addressing a legitimate concern. This situation was an opportunity to earn trust and create a long-term advocate. Instead, it became an example of how failing to communicate and stand behind one's work can damage a dealership's reputation and discourage future customers from doing business there. Instead, what should have been an opportunity to build loyalty and positive word-of-mouth became one of the most frustrating customer service experiences I’ve ever had. In the end, the dealership didn’t just lose my trust—they likely lost future business and referrals as well. I cannot recommend this dealership based on my experience. If you choose to service your vehicle here, document everything carefully and make sure you clearly understand what is—and is not—being fixed before approving expensive repairs. More

Report | Print

The dealership is not taking responsibility for repairs needed on the used car I bought. They knew that the suspension system needs repair. They put as little into repairing it. The service department is needed on the used car I bought. They knew that the suspension system needs repair. They put as little into repairing it. The service department is great. There was some difficulty finding the parts The dealership limited what the service department could do The car is unsafe to drive. I’m hoping that the sales department will do the right thing. It seems like they are waiting out the 60 day period in the contract They should either fix the car or return the $10 .000. I’m very disappointed in t Management Janine More

Report | Print

I have a fondness for Elways. I've purchased 3 vehicles in the 6 years and recommended one of my staff who subsequently purchased a car as well. I won't go anywhere else to purcha I've purchased 3 vehicles in the 6 years and recommended one of my staff who subsequently purchased a car as well. I won't go anywhere else to purchase a vehicle. Johnathan and his staff, and all those in service know and understand what in means to deliver excellence! Michael Banks More

by diversified02 Verified Customer Verified Customer

Report | Print

Love this dealership. Been going here forever my husband loved his Cadillacs The same people have been here forever too. Been going here forever my husband loved his Cadillacs The same people have been here forever too. More

by nomail5 Verified Customer Verified Customer

Report | Print

I have always taken my Wife's Cadi XT5 to John Elway at Lone Tree foe Service and always trust their work Lone Tree foe Service and always trust their work More

by RDFREDRIKSZ Verified Customer Verified Customer

Report | Print

What a great experience from start to finish I had with Dante and his team! It had slipped my mind to leave a review from a trade I made with Dante about a week ago, and I just got a box with two awesome c Dante and his team! It had slipped my mind to leave a review from a trade I made with Dante about a week ago, and I just got a box with two awesome coffee cups with a half dozen amazing brownie/cupcake/cookie treats in them from a bakery that knows what they are doing. OK, back to business- Dante and his boss treated me very fairly on my trade, which was a great relief since I had driven 700 miles one way to do this deal. They let my nephew take a good look at the car so I had a second opinion before heading out. The car was even better than expected, near perfect condition for a 10 year old Hellcat. They had the Hellcat priced fairly as well, and the finance guy was great to deal with as well. Can't describe how happy I was with how the trade went and how well they took care of me. Even a full tank of gas, not sure when that happened the last time I bought a vehicle, maybe this is the first time. I would do business again with Dante and his crew in a heartbeat, thank you John Elway Cadillac, Dante and team! More

by FF13CMc Verified Customer Verified Customer

Report | Print

John Elway Cadillac is a very professional dealer. Good customer service very helpful and low stress in all dealings with them. Good customer service very helpful and low stress in all dealings with them. More

by rtaylor160 Verified Customer Verified Customer

Report | Print

Had another great experience at John Elway Cadillac. Thank you Dante and team for making my experience pleasant once again. Thank you Dante and team for making my experience pleasant once again. More

by xsterlingx Verified Customer Verified Customer

Report | Print

It was a great experience. Walked into the dealership in the morning. Not a high pressure enviroment. Walked out that day with a new car. Walked into the dealership in the morning. Not a high pressure enviroment. Walked out that day with a new car. More

by bretyoder Verified Customer Verified Customer

Report | Print