Sewell Cadillac of Dallas — Attraction in Dallas

My 2017 Cadillac XT5 was due for an inspection so that I could obtain my window inspection sticker at another location and I made an appointment online and while I made my appointment online, I shopped for the XT5 and ordered new brake and gas pedals, an air filter and Cadillac Cargo Container as well. I knew I would be meeting someone new in the service department for I've never had the same person twice in the service department since I bought my SUV to help me and little did I know that I would be helped by such a young man. Derek Barnes had the warmth and compassion to talk to me with great respect about the things I needed to accomplish and Derek went above and beyond "Courtesy" to to make me comfortable in talking about my needs. He treated me with great respect, insuring that we covered all my needs in a three day period. He kept me informed via text and I never had to wonder what was going on each day and he would text me of a morning to cover everything that would happen each day and he more than distinguished himself with his mannerisms and covering all the bases in accomplishing everything we talked about initially that also included a Wax Detail of the XT5 and he would keep me up to date with the work being performed via text and he made me feel so comfortable that I know I could talk to him about anything I needed in that three day period and I hope he continues with Sewell so that I have more opportunities to work with him. His talent of working with Senior people are obvious and and he treated me with great respect, so much so, I'll never dread coming in for service for I feel I have found no only a awesome service adviser but a good friend. He had great knowledge about my Cadillac and he shared the knowledge with me and when I was there in person, he kept his eye on me to lead me through the process from start to finish. Derek is an extraordinary young man and I will look forward to coming in again to have my Cadillac serviced!!!! I give Derek 5 Stars for such distinguished service!!! At the end, I know that I have gained not only an excellent service adviser but I feel I've gained a good Friend! It doesn't get any better than that!!!!!!!! Derek is a great asset for Sewell Village...

Summary: A customer service department that goes above and beyond every single time.

Detail: (I am describing the most recent interaction). I had taken my car in for a scheduled maintenance operation. Due to some minor mix up, the car was not picked up on the scheduled date but was picked up a week later. I was dismayed to find that there were two recommended fixes which would not be covered under my warranty - which apparently had expired the prior day!! I called the Service department and spoke to John. Norlington. From the onset, John was very sympathetic and genuine and explained that he would reach out to the Cadillac rep and work with them to address this. They did cover the issues and, for doing that in a pleasant hassle-free manner, I am very grateful.

When the car was delivered back to me, I noticed a small chip in passenger door. I immediately called and brought it to the attention of Luis Ramirez - the other manager I was working with on the car. I was pleasantly surprised to see that he was as customer-service focused as John. He took the car back to the service center without any issues. I was expecting some touch up paint. When I picked up the car, I found that they decided to repaint the entire door to ensure that it looked great. They also buffed out some superficial scratches and took out a minor ding on the driver side. It certainly made my day.

Speaking in general terms, the entire team is very polite and cheerful. They are always prompt and punctual and very fair in their pricing.

I was very impressed with the customer focus of the service team and their desire to go above and beyond. I have never had to reason to doubt my decision to purchase from Sewell. One of the main reasons for considering my next purchase at Sewell will be their Service team.

Helpful hints:

1. Document the issue so that it is on the record. I asked the pick up staff to write the issues directly on the ticket that I was having certain issues. I think that it helped my case a bit i.e. it wasn't a new problem that occurred.
2. Call the staff immediately when you an issue ... leave a voicemail if necessary. I believe that doing our part to bring issues to their attention early & honestly will be appreciated...

The communication between customers and advisors sucks and is consistently sucking. I have had at least 4 different occassions where status of my vehicle had not been given until I had to call the dealership multiple times before getting updates on my vehicle while in service. This last time took the cake. I brought my CT5 up to the dealership just this morning to have an oil change completed along with the resolution of a recall. The vehicle was dropped off at 9am this morning and yes, there was a loaner waiting and I am grateful but the lack of communication of what was going on with vehicle was horrible. I waited till 1 and sent a text, no update and again around 4pm to be told that there was no update on the status of my vehicle. At that time I requested to have a manager call who told they were backed up on work from Thursday and that my vehicle should be ready as of Saturday morning. My question was why does it take a whole day to complete an update which is11I done via computer and an oil change. I was told that it has to be done by a master mechicanic and it happens in two parts. It all sounded like fluff to me so I posted my disdain on my social media page in a group that I follow only to find out that two other people took their vehicles in this morning and the update only took an hour and thirty minutes. This doesn't line up with what the manager said to me earlier.

Needless to say that I am exteremly dissatisfied with the quality of service that i am recieving from Sewell Cadillac - Dallas. This isnt the first time that I have had bad service from this location. I usually just suck it up and when the surveys come either I extend grace to advisor or just not fill out the survey because I never want my words to harm anyone. But today, I am pissed. I will be filing a formal complaint as this is unacceptable. Your commercials promote great customer service but I have yet to see it. Yes, the manager offered to bring the car to me but I dont want to risk any damage to my car caused by their people and I get stuck with additional repairs so I declined.

I absolutley love both of my Cadillacs but starting to dread having to get service...