Victor Santana Sr | Page 4

My car sat for 10 days with no work being done I brought my car into this dealership 12/23/16 I picked my car back up on 1/4/17 with 0 work being done, the service manager did call me on 1/3/17 jus I brought my car into this dealership 12/23/16 I picked my car back up on 1/4/17 with 0 work being done, the service manager did call me on 1/3/17 just to let me know he was not happy with my twitter post about the dealership, I will never ever bring my car back again for service. More

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Excellent. Knowledge, friendly, patient and professional. It's been a year since we got the SRX, and Mervin, sent us a thank you note. The note reminded us of the pleasant experience we had during our initia It's been a year since we got the SRX, and Mervin, sent us a thank you note. The note reminded us of the pleasant experience we had during our initial visit and purchase. Vic in the service department has been exceptional. The staff has always been friendly, responsive and helpful. The place is clean and welcoming. More

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Emergency tire repair was needed. My low air indicator showed up on my XTS on the way to the office and was losing pressure. I stopped in at Brogan. My guy Vic Santana, as always, gree My low air indicator showed up on my XTS on the way to the office and was losing pressure. I stopped in at Brogan. My guy Vic Santana, as always, greeted me. I explained my problem and he had me bring my car right in. Need a new tire as the nail I picked up entered thru the side of the tread. Within an hour, I was back on my way. Thanks again Vic and thank you Brogan Service. More

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Excellent! No Exceptional Customer Service!! Victor Santana always goes the extra step to ensure that our vehicle is properly serviced. We can always anticipate being treated with the upmost resp Victor Santana always goes the extra step to ensure that our vehicle is properly serviced. We can always anticipate being treated with the upmost respect and consideration. More

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Lease of my 2016 SRX I am a repeat customer and have an excellent experience with the dealership and their staff. The purchase process went smoothly. My sales rep, Ron Rod I am a repeat customer and have an excellent experience with the dealership and their staff. The purchase process went smoothly. My sales rep, Ron Rodriguez, was knowledgeable about the product, pursued all insentives available, kept me informed as to the progress of my purchase, and provided a seamless and stress free process. I am very happy with my new vehicle. The service staff has been excellent. My car was always serviced properly, clean, on time, and a loaner was always available if needed. More

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damaged my truck, horrible rude service Last week I picked up my Escalade from being serviced. I was anxious to get my truck back because they gave me a SRX as a loaner (having 2 kids/strol Last week I picked up my Escalade from being serviced. I was anxious to get my truck back because they gave me a SRX as a loaner (having 2 kids/strollers/personal stuff & bags it was VERY tight being in such a smaller truck) I removed all my personal belongings & unclipped both car seats... as they brought my truck to me, I was speaking to an old friend I ran into there (who was waiting over 20 min for a loaner) The service advisor Victor had left my truck running. I noticed my truck was close to the garage door but I was about to start packing my truck back up. He went to close the garage and before I knew it I heard "CRUNCH" I look and I see the garage door laying on my back bumper. I went into my truck and turned it off (b/c it was left running) and I had my 4 month old in the garage with me and didn't want her to breathe in the fumes. The guys acted like it was no big deal. I was annoyed on so many levels. The main problem was that I pick up my daughter all the way in Waldwick by 5:00 it was 4:30 at this time and I waited 10 min for a manager, and they kept giving me the run around about him. The service advisor kept stalling and tried to get me back in the loaner and out of there. I said I wanted to speak to the manager & if I was getting another rental I needed a bigger truck b/c we would be towing a boat this weekend. **THIS IS WHEN IT GETS BAD** The service advisor Victor then says "A minute ago you were worried about getting your child now your worried about a boat" (Mind you my daughters daycare is open until 6:30 but I pick her up at 5PM everyday with my payment package) First off this service advisor should NOT be mentioning my daughter and should be working on getting the manager as I requested. I was given 5 excuses before I lost it: 1.) We are looking for him 2.) I tried calling him 3.) I can't find him 4.) He just said for us to call him back 5.) He's in a meeting upstairs. At that last one I YELLED... "Then tell him to get out of his meeting" Not until I flipped out did I see they were really trying to get the manager. Finally the service manager, Rich, comes out... and says "sorry I was in a meeting where people are trying to take my money but I dismissed myself for this" Victor then told the manager, He drove the truck in and then the garage door accidentally came down. I stopped and said "No you drive the truck in, got OUT, LEFT IT RUNNING with gas fumes and my 4 month old in the garage, then CLOSED the garage door... it wasn't like there was a glitch with the door" I was just beside myself on the rudeness of this dealer. I then repacked the loaner and reinstalled both baby seats (if you are a parent to little ones you know this is a pain in it's own) They did fix my bumper.. When I returned to pick it up they were all very cold and rude.. As I packed my truck up in the back seat where my 3 year old & 4 month old sit I found a metal sensor from my bumper about the size a piece of Bubble Gum.. I told the manager I have kids what if one of ten swallowed this? He took it and just said "sorry" nothing else. As I leave the dealer and get on the highway my truck starts shaking at 60mph they never balanced my wheels. HORRIBLE & Disgusted... victor was beyond rude (shocked bc HE was the one who damaged my truck) & the manager just has zero comumunication skills. Horrible on all levels! More

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Tire Repair I had a slow leak in my tire and had to call Roadside Assistance. Service was outstanding! Torri the service technician arrived promptly, removed my t I had a slow leak in my tire and had to call Roadside Assistance. Service was outstanding! Torri the service technician arrived promptly, removed my tire, took it to the dealership and replaced it all without inconviencing me, and done in a timely manor. I would diffinitly recommend Brogan Cadillac of Totowa as I've always had exceptional service from day one when I purchased my car in 2013! From a happy Cadillac customer More

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