Customer Testimonials

I've been holding off on writing this review for a while and I've given them plenty of opportunity to fix it, but they haven't. Tony was a great salesperson and we were happy with everything initially. We bought a 2021 Yukon Diesel from them. However, when they were detailing the car they accidentally cut the film that was on the windshield to protect the truck from heat, basically like window tinting but clear. I was told I could bring it back and they would fix it but they are almost 2 hours from my house. He said it should cost around $100. We took it in locally to fix and it cost over $400. I was told by them that they would send me a check for it and it's been weeks now and I've contacted them many times and they don't even reply anymore. We also learned that the horn had been completely removed from the truck. So, they sold us a car with no horn. That should have been caught in an inspection for sure and I'm pretty sure they shouldn't even be able to sell a car without a horn. We had to pay to get that fixed and we didn't even ask them to reimburse us for that, when we really should be. Right now, I just want the money for fixing the tint, that they messed up and said they would pay us. Hopefully they decide to do the right thing.

I purchased a brand new $121,000.00 2023 Cadillac Escalade from this dealer 6 months ago, the vehicle recently started making a loud grinding noise when I turned to the right so I took it in to get my first service at a Cadillac Dealership near my work and received a video 20 minutes after I dropped it off showing me that Cadillac Pasadena didn’t torque down the wheel hub bolt while installing the Brembo Brake package on my vehicle which were a “dealer installed item” on my window sticker. It caused the bolt to come out since it was not torqued down and grind down my drive axle, wheel hub and cause the brake harness to fly off disabling my vehicles ABS which is extremely dangerous. Since this was dealer installed item it has nothing to do with the factory so is not covered under the factory bumper to bumper warranty GM said that Cadillac Pasadena is responsible and wanted me to reach out to them since they should be held responsible for this. I am in the auto industry as well as my father which is a GM so out of courtesy instead of me getting Attorney right away I tired giving this place a chance to pay for the new parts labor, and rental while my vehicle is being fixed at the Cadillac Dealership next to my work since I do not feel comfortable letting them touch my vehicle here after this shouldn’t have happened in the first place. I contacted Mike in service which has not replied to any of my emails past 3 weeks, got in contact with the GSM Will which told me the General Manager Ceaser will be contacting me over week and half ago but has never called or emailed me. I started a case right away with General Motors Customer service so everything is documented. The vehicle has been sitting 3 weeks now since wire harness is on back order and Cadillac Pasadena have been no help whatsoever. This dealership has extremely poor customer service and even worse service technicians, I will file a complaint with The Federal Trade Commissioner as well as The Department of Motor Vehicles if this cannot be resolved. I look forward to a prompt response before contacting an Attorney.

I purchased a 2019 Cadillac Escalade ESV Platinum on June 11, 2022. This is the TOP OF THE LINE Cadillac Escalade. It was missing the 3rd row head rests (which are necessary for use of the 3rd row) and floor mats, which come standard in the Platinum Luxury vehicle. Cadillac puts outward screw in the floorboard where the mats attach, and without mats, the exposed screws create a dangerous condition. We were told on by the salesman Arman on June 13 that he would obtain the missing parts right away and even reach out to the "prior owners" (?). After 2 weeks, there was no response. We were told the parts were on back order. So we called Mark Christopher Cadillac (an obvious superior dealership) and were told the parts were readily available and any dealership could have them in 2-3 days. We then called the general manager of Cadillac Pasadena, Joe Allis, after nearly 2 months of delays. Joe promised us the parts were ordered asap, and then unbeknownst to me, he "left his employment" 2 days later. When I sent Mr. Allis a text message (not knowing he no longer worked there), he responded by telling me that I was not intellectual by making demands for service. Joe Allis, prior general manager of the world-renowned Cadillac Pasadena had to resort to insulting and bullying me as an assertive woman. He didn't say, "Oh I'm sorry I no longer work there, please route your inquiries to the dealership." No, instead he felt it important to insult. No wonder he no longer works there. We continued to follow up with the dealership, speaking to the parts department, John, Arman and were eventually forced to make a claim with Cadillac Customer Care. The representative, Jane, told me she would work with the dealership and someone would get back to me. On Sep. 1, 2022 I emailed and phoned William Lee and the salesperson, Arman. When I finally called Mr. Lee from a anonymous number, he answered and told me the parts were on he way via UPS. I asked when I could expect to receive them and he said he doesn't know. He also said he had no responsibility of what happens to the I asked when someone was going to notify me and he said he didn't know. When I asked him about the loss of use claim (not being able to use the 3rd row seats) he said "they don't do that" and that I have no legal basis for this request. I asked him if he was an attorney or had a law degree and he said no but that NO JUDGE would ever award me a loss of use claim, nor could I submit a loss of use claim to Cadillac. I still don't have the missing parts to a $100,000 vehicle, for which I have now made 3 payments. Just for the laypersons out there, giving legal advice as a non-attorney in California is called Unauthorized Practice of Law and is a crime. DO NOT go to this dealership, they are unprofessional, dishonest, extremely demeaning to women and absolutely do not represent the Cadillac brand. It's really a terrible shame.