Brogan Cadillac of Totowa Service Center — Attraction in Totowa

After 4-5 Cadillac purchases I'm done with Cadillac!! If I could use profanity as well as give a negative 0 I would. This place has had my vehicle for 3 1/2 months. They lied to me many times not knowing I'm in direct contact with my warranty company DAILY! THE SERVICE DEPARTMENT CLAIMS PARTS OK BACK ORDER UNTIL I CALL THE WARRANTY COMPANY AND FIND OUT FRANK FROM BROGAN CADILLAC SIGNED FOR IT..... SO THE PART IS THERE!!! THEY TELL ME WE CHARGE $300 TO SEE WHAT THE ISSUE IS ALSO THAT WILL GO TOWARDS THE COST OF REPAIR. OK FINE. THEY FIXED THE ISSUE WHICH WAS THE DRIVE SHAFT WHICH TOOK WEEKS TO REPAIR DUE TO POOR MANAGEMENT AND LIES! ONCE THE REPAIR IS DONE I PICK MY CAR UP DRIVE AWAY AND RETURN DUE TO ANOTHER NOISE THAT WAS NOT THERE BEFORE. ALSO, MY PAPERWORK REFLECTS MY VEHICLE WAS DRIVEN 3 MILES WHILE THE DASHBOARD SAYS MY VEHICLE WAS DRIVEN 30 MILES... MAKE THAT MAKE SENSE!!! AFTER SPEAKING WITH TECH AND DRIVING WITH TECH HE TELLS ME I ONLY DROVE A MILE OR 2 HOWEVER THE SPEED OF OMETER SHOWS DIFFERENTLY!! SO THEY RETURNED MY VEHICLE WITH THE DRIVE SHAFT COMPLETED REPAIR BUT NOW A TRANSMISSION ISSUE I DID NOT HAVE BEFORE TAKING MY CAR THERE! IN ADDITION TO WHAT APPEARS TO BE UNKNOWN DRIVER JOY RIDING ON MY CAR. MY PASSENGER SEATS PULLLED ALLLLLL THE WAY DOWN AND THAT SEAT HAS NOT MOVED IN 4 YEARS AS I HAVE A CHILD WITH SPECIAL NEEDS WHO DOES NOT LIKE IT MOVED IT IS HIS SEAT. NO ANSWERS FROM SERVICE DEPARTMENT AS TO WHY BUT THE COST IS PUSHED ON THE CUSTOMER. HOW DO I BRING MY VEHICLE IN FOR DRIVE SHAFT REPAIR THAT CADILLAC SAID I NEEDED..... NOT TRANS ISSUE.... THE DRIVE SHAFT IS REPAIRED BUT NOW I LEAVE WITH TRANS ISSUE. TO MAKE MATTERS WORSE THAN SPENDING A MILLION DOLLARS ON REPAIRS I DID NOT CAUSE THE TECHNICIAN WORKING ON MY CAR IS PULLED OFF 3 TIMES THAT I KNOW ABOUT!!! THAT'S JUST WHAT I KNOW AND IM SURE THERE IS A LOT I DONT KNOW AS MY VEHICLE WAS THERE FOR 3 1/2 MONTHS!! WHILE ANTHONY THE SERVICE MANGER WAS NICE HE CLEARLY DROPPED THE BALL BIG TIME NOT KNOWING WHAT PEOPLE ARE DOING IN HIS DEPARTMENT. READ REVIEWS IM NOT THE ONLY ONE AND IM SURE MANY DO NOT TAKE THE TIME TO WRITE REVIEWS . THE ONLY NICE THING I HAVE TO SAY IS IF THE OWNER TJ GETS WIND OF BAD THINGS HE GETS UP AND CALLS OR WALKS TO SOLVE THE ISSUE. HE HELPED ME BEFORE WITH A CLEAR RACIST ISSUE WITH SERVICE REP TONY DEFINITELY NOT A NICE PERSON. BUT WHAT HAPPENED TO ME SHOULD NOT HAPPEN TO ANYONE. THE CLEARLY BREAK MORE THAN THEY FIX AND BLAME EVERYONE BUT THEMSELVES IM NOW RETIRED AND I HAVE TIME. I PLAN TO SUE I WILL FAX THIS MAIL THIS AND EMAIL THIS TO CORPORATE AND SHARE THIS HORRIFIC EXPERIENCE. WITH INFLATION THE WAY IT IS AND RECESSION AROUND THE CORNER I REFUSE TO BE RIPPED OFF ANY LONGER 4 CADILLAC PURCHASE AND A LOYAL CUSTOMER FOR 2 DECADES AND THIS IS HOW IM TREATED!! THIS IS NOT THE LAST THEY HAVE HEARD FROM ME ITS JUST WRONG TO DO GOOD PEOPLE THIS WAY. I HAVE A CHILD WITH SPECIAL NEEDS AND I NEED EVERY CENT I CAN GET. THESE RICH COMPANIES WANT TO TAKE UNJUSTLY FROM CUSTOMERS AND I WILL FIGHT UNTIL THE BITTER END AS THERE IS NOTHING SWEET ABOUT THIS!! MY WIFE AND I ARE LIVID!!! AND IT IS MY FAULT AS MY WIFE TOLD ME TO LEAVE AFTER RACIST TONY IN SERVICE BUT NO I LOVE CADILLAC AND TJ WALKED OVER AND STRAIGHTENED EVERYTHING OUT IN PERSON AND I WAS HAPPY AND IMPRESSED HOWEVER THIS TIME THEY WENT TOO FAR AS NO JUSTIFICATION FOR THEM TO HAVE MY CAR FOR 3 1/2 MONTHS AND LIE ABOUT BACK ORDER PARTS WHEN IM TALKING TO WARRANTY COMPANIES EVERYDAY. THIS IS TOTALLY UNACCEPTABLE AND A SEVERE STAIN ON THE DEALERSHIP. SHAME ON ALL WHO ARE RESPONSIBLE. I HAVE RECEIPTS AS THEY SAY AND I AM NOT AFRAID TO NAME NAMES AND QUOTE CONVERSATIONS AND I SAVED ALLLLLLL MY TEXT MESSAGES. THE NERVE OF SOME INDIVIDUALS PLAYING WITH OTHER PEOPLE'S LIVELYHOOD. SO SAD IN 2025. You charge me over $300 to access the issue..... tell me it is drive shaft issue...... repair the drive shaft issue i pickup my car only to return it back to brogan within 1 hours time due to a noise that was NOT THERE BEFORE and your tech tells me I now have a...

Update: I emailed them like they suggested below and never heard back.

TLDR: they seemed unknowledgeable about my issue, rude and overpriced.

I recently bought a 2016 ATS from carvana that hasn't gotten the update to the CUE system to enable Android Auto yet. So I called them around noon and explained my issue, I was told to try and update it my self somewhere in the settings menu and if I had any trouble to call back. I'm a pretty tech savvy guy, I've been building PCs fire years and run Linux as my main OS so if I can do it myself great. So I go outside start my car and start going through every menu on the CUE system and find nothing. I Google around to make sure I didn't miss anything but, everything I read said it's something the dealership needs to handle. So after a half an hour trying myself I call back to setup an appointment and was told I to just bring it in Monday with no specific time given and to talk to Edwin when I got there.

I got out of work at 2pm, since I work in totowa I got there around 2:10 maybe. Walk up to the service desk. I explain my issue to I believe his name was Tony, to which he responds and I quote "so what" which I find to be very rude. At which point I say I was told to speak to Edwin. Tony pages Edwin to come to the service desk. I stand by the service desk for about five minute then decide to sit down in the waiting room which is right next to the service desk. I sit in the waiting room for almost 30 minutes until I go back to the service desk to see what's going on. There I find Edwin who I recognize since I've seen him walking past the waiting room a few times.

I explain to Edwin my issue to which he explains that my problem isn't really his department but, he gets the ball rolling and writes up a ticket to get my software update. I pull my car up give my keys to Edwin, at which point Edwin hands me off back to Tony. At which point I explain my problem to again, then he take all my info down and to his credit was more pleasant to deal with from that point on.

Tony informs me that it will cost $184 plus tax, which seems extremely high to me. A job that GM says should take 0.4 hours or a little under 30 minutes. A job that only entails plugging a usb drive into the car and hitting some buttons. No parts need to be replaced, nothing needs to be takin apart or unscrewed, just 30 minutes of the mechanics time. By the time I paid the bill was $170 which isn't much better though. I leave a little after 5pm, meaning I was there for three hours to get this done plus the 30 minutes I spent trying to figure it out myself on the behest of who ever I spoke to Saturday.

There was some good, the waiting room and bathroom where very clean and pleasant. There where many covid precautions to keep the customers and employees safe. And the washed my car before returning it to me which was a nice touch. Overall, judging from a single experience dealing with the service department at Brogan Cadillac of Totowa, I would not recommend going there and I won't be taking my car there to be serviced again if I can if I...

First and foremost, I have been experiencing ongoing problems with the stability track system for about 2 months. It has repeatedly engaged during routine driving conditions. This malfunction not only detracts from the driving experience but also raises serious concerns regarding the vehicle's stability and control in critical situations. Given the importance of this system in maintaining vehicle safety.

Additionally, I have observed troubling behavior with the transmission while driving. The vehicle has exhibited hesitation during acceleration, particularly when navigating inclines. These transmission concerns have left me feeling uncertain about the vehicle’s performance.

Most alarmingly, I have noticed that the brakes do not inspire confidence. The braking response has become inconsistent with a screeching every time I come to a stop. This is unacceptable and does not make me happy. It has the same sound as an old bus that needs brakes to say the lease. It is not a good look or sound to hear from a "luxury" vehicle. The brakes should provide a reliable and reassuring feel.

However, after bringing in my vehicle on September 18, 2024, the dealership claims they were unable to diagnose my vehicle and why the service stability track sensor kept showing up on my screen. They advised me that my car was ready for pick which it was not because nothing was done. Lastly on October 1, 2024, is when they advised me that the code is because I “may” need a new battery and advised me to purchase it to see if that would fix the issue. Why do I have to purchase a battery if my battery is working fine? My truck cuts on with no problem. Never had any issues with that. They were just looking for a reason to feel like they found the issue but really didn’t.

As per the brakes, they’re unable to do anything because “they are good, at a level 6 and operating as designed.” So why are the screeching so loud, must be a manufacturer defect that they don’t care to do nothing about and expect their customers to drive a vehicle that sounds horrible every time the car comes to a stop. I’ve had a Honda for years and never experienced that with my brakes.

My issue was never fixed. The same way I drove my car into service is the same exact way they delivered it to me today October 4, 2024.

In addition, I paid $308 for a “showroom” detail, which I did not receive. My car seat and interior is still dirty. My seats were not vacuumed properly and the dirty smudges on my seats were still there.

Their main concern was getting back their loaner car back and not caring to ensure the safety of their customers.

This issue not only compromises my safety but also endangers other road users. I am increasingly concerned about the potential consequences of these deficiencies. I’ll be getting my legal team involved as well as the...