Frank Kent Cadillac of Arlington — Attraction in Arlington

Hello, my name is Miguel and I took in my vehicle, a 2005 Cadillac CTS-V to Frank Kent Cadillac of Arlington for two safety recalls after receiving a notice via mail. I am stating my story and what happened to me so that others can be aware of the way Frank Kent Cadillac of Arlington does its business. Below is a quick summary, and also a more detailed version of the events and pictures.

Safety recall 14405B and 14172D was the initial work to be done, agreed by the dealership

-Two subsequent repairs needed as a result of the work listed above, three total times in the shop

-Total time in shop 115 Days 3/7/22-6/30/22, for safety recalls quoted at 5.2 hours of labor

-$505.91 out of my pocket for a sensor damaged during the service

-No loaner ever provided by dealership, I asked several times and asked to be on the wait list when told none were available. I was ubered home by the dealer several times.

Do not trust this dealership. Do not trust the service department. Not once was I offered a loaner vehicle much less receive one from Frank Kent Cadillac Arlington during this ordeal which lasted from 3/7/22 until 6/30/22. The vehicle went in for repairs three times, once for the safety recalls and twice more to repair damages done during the initial safety recall. The service manager belittled me over the phone stating things such as "Your vehicle was towed in, how do we know the sensor was functioning before? How do we know if it had any problems before? Why should I help you? We have gone above and beyond as a dealership, and you said you're going to leave us a bad review. Come get your car we're done working on it." This is the type of professionalism the leadership at this dealership has to offer for subpar work. If your dealership and service department is providing bad work, damaging vehicles in the process, and taking peoples time and money during these difficult times, then yes I am going to leave a review. Whether it's bad is up for the customers to decide.

-Safety recall notice received via mail from Frank Kent Cadillac Arlington. -Safety recall 14405B and 14172D active on my vehicle, confirmed by dealership via phone. -Vehicle taken to dealership 3/7/22, towed in by insurance company for safety reasons. -Vehicle picked up by me 4/8/22. Gas gauge not functioning after fuel module and jumper harness replacement. Work completed by dealership in safety recall 14405B. Vehicle returned to dealership -Service manager calls to tell me they are not responsible for the fuel level sensor damaged during the repair, attempts to tell me that the fuel level sensor is not near where the safety recall work was done. This is alarming to me as it is an outright lie, to which I disagree with his statements. He offers to fix the damages free of labor cost, but states I'm responsible for the cost sensor. -No communication from Frank Kent Cadillac Arlington, my attempts to contact anyone in the service department are met with silence until 4/29/22. At this time the new service manager for Frank Kent Cadillac contacts me and states I am responsible for the sensor if I want the damaged sensor replaced. -Vehicle is completed 5/17 after the fuel level sensor replacement, cost of $505.91 to me, a result of the initial safety recall completed by the dealership. -Vehicle rear end suspension seems to be riding rough after the repairs. I crawl under the vehicle and see the rear suspension is improperly placed and there is damage throughout my rear suspension. I have a multipoint inspection from the dealership that was done during the safety recall that notes my suspension is in good condition. I contact the dealership with no response. -I contact the dealership again and am able to send pictures of the damages on 5/27/22, no response. Desperate for help, I contact my insurance company to file a claim for the existing damages. -Frank Kent contacts me after my insurance speaks with them, vehicle towed in 6/3/22, completed 6/30/22. Dealership...

Each time I go in for service I'm always greeted with kindness, friendliness and professionalism. I come in with a smile and I leave with a bigger one!! Thank you all for everything you do. 😊😊😊 11/28/23 Another great experience and best customer service!! Ashley is just great at what she does!! I really loved working with her to get the service I needed. She went above and beyond to make sure everything was what it needed to be. Rachelle helped me today and another great and professional experience!! She's very understanding and patient!! She was quick to get everything going for the service I needed. She made sure I was comfortable and that I was satisfied with the service I received!! Just Simply The Best!!!

09/02/24 I just want to say that again I had a great experience at this location!! Professional, kind, understanding and very patient. Everything I needed was addressed with knowledge of it all. Ariel and Mr Melvin were above and beyond kind and understanding. I've never felt so comfortable and at ease. Thank you to all that had a helping hand in making my visit one that I won't ever forget!! Just Outstanding in all that you did!! 09/02/24 09/30/2024

I'm so happy to say that I'm in good hands when I go to Frank Kent Cadillac of Arlington!! I arrive with a smile and leave with a smile and an experience that is always great! Customer service is over the top!! Today Mr. Buddy Melvin did an excellent job of making sure I received what I came for. He was friendly, caring and exceptionally professional. Every time I have service done on my vehicle I'm so pleased. Thank you so much for all you do above and beyond what's required.

See you next time!☺️

Well you did it again!! I shouldn't be surprised it's always like this!!! Professional, kind, understanding, patient and caring!! I worked with Mr. Buddy Melvin and Mr. Terrance Black. Over the top is all I can say☺️☺️ Thank you so much for caring and making me feel comfortable. The service repairs were done and I received my vehicle back on the day Mr. Melvin said I would. And everything is working great!!! I really appreciate everything you did to make sure I was more than satisfied with the repairs of my vehicle.

☺️☺️☺️ Thank you!!! Barbara Williams

12/23/24 Thank you, thank you, thank you!!! Mr. Buddy Melvin comes through every time!!! I had to get a turn signal and wiring repair/replaced. Oil had been seeping and I didn't know!! Warranty covered it all. I dropped off my vehicle and didn't know when I'd get it back. Buuuut, I was put in a loaner!! (Yayyyy!!) I got my vehicle back today in time for Christmas!!! When I dropped it off last week I was of course greeted in the waiting area by Onyx!! She's one of the sweetest and kindest people I've ever met. But I can't leave out Ashleigh who took care of me when I first drove in!! Kay made sure I had my loaner, and she explained everything and she was very kind and helpful. Thank you to the technician(s), mechanics and everyone that had a part in making my visit a pleasant one. I even had a breakfast omelet and coffee free while eating for my loaner!!! You're simply the best better than all the rest🥰🥰

Merry Christmas to the entire staff at Frank Kent Cadillac of...

We are deeply disappointed with our experience at this dealership. In early 2024, we ordered a 2024 Cadillac Escalade ESV in white, configured specifically with a second-row bench seat. We carefully built the vehicle to our exact specifications using Cadillac’s website and shared the build with the salesperson, Oliver. After a few months, we were notified that the vehicle had arrived. We went to the dealership prepared to complete the purchase, only to find that the vehicle had been ordered incorrectly—it had the wrong interior configuration. When we asked Oliver how such a mistake could happen, he claimed his manager, Brett, told him it was a GM error. We reasonably assumed that GM could resolve the issue by installing a bench seat in a similar unit on the production line, but were disappointed to learn that no such solution would be offered. We received no meaningful follow-up, and were told it could take an additional 5–6 months to receive a correctly configured unit. Given that Cadillac was planning a refresh for the Escalade, we decided to wait for the 2025 model. On the first day GM opened the ordering system, we built a 2025 Escalade ESV and sent the details to Brett and Oliver. At Oliver’s request, we visited the dealership to have the order submitted, and were told by both Oliver and Brett that it had been placed. However, on December 12, 2024, we received a text from Oliver asking if we were still in the market for an Escalade—despite having already placed an order with him. On December 18, 2024, he followed up with an update stating that AWD was not available on the Luxury trim, to which we responded that we had ordered the RWD version. Then, on December 23, 2024, we were informed that a vehicle had arrived—but once again, it was not built to our specifications. Oliver admitted the mistake and said the vehicle that had arrived was not our order. We re-sent our build code, and he promised to correct it. We continued to follow up regularly. On April 26, 2025, Oliver informed us that our vehicle was scheduled for production in the last week of May. But on May 30, 2025, we received yet another message stating that the order we had submitted to Brett included second-row bucket seats instead of a bench. At this point, we reached out again to both Oliver and Brett for clarification, but have not received any response. Given the repeated errors, lack of accountability, and poor communication, we can only assume that the dealership prioritizes ordering vehicles that are easier for them to sell, regardless of customer specifications. After two failed attempts and no resolution, it’s clear that our business is not valued here. We will be taking our order to...