Central Cadillac — Local services in Cleveland

Sales Rep reported no damage and any damage from accident to front of vehicle had been repaired. There is no damage to the vehicle and it's in "very good" "great" condition. Info sent to manager for review Rude manager blamed me for damage. Call ends.

After hanging up, I sent him additional photos with the side by side comparison of all the photos so he could see the damage/accidents that were not disclosed. This damage is major damage and would have been seen during the inspection process. Once again, the inspection didn’t happen and it was filled out that it did or the items were ignored and deliberately covered up. The manager called me back with in a few minutes of receiving the photos. His tone was completely different. It was very clear he could see the condition issues and stated that he was going to look into what had happened. He advised he would call me that night. He never did. He left from work early the next day and then went on vacation. I was told by my sales representative that no one really knew he was going on vacation. I don’t believe he had any intention to take care of these issue in a timely manner. I want to reiterate this has been going on now for almost three weeks. It’s not as if I’m being impatient.

The sales representative has acknowledged the damage prior to being shipped out. He claims that he didn’t see any of the problems. He states that is now irrelevant because it is very clear in the photos. The manager has also seen the damage and acknowledge the issues with the vehicle. The manager wanted to investigate what happened. This investigation is an internal problem with staff not with the consumer. Delaying a resolution with the consumer that was deliberately wronged has nothing to do with the internal failures of Central Cadillac. The manager just doesn’t seem interested in taking care of the issues.

With all the damage NOT reported and all the faulty repairs to this vehicle this seems to be a deliberate attempt to deceive a consumer. After a final inspection of the interior and exterior of the vehicle by the Cadillac Body shop the total for repairs is $14,752.00. This is what would be required in order to get the vehicle to the condition that it was represented to me during the sale of the vehicle. There is blatant damage everywhere on this vehicle inside and outside.

I was told by my sales representative. “Without being disrespectful, you bought a used car, what did you expect”? I expected a vehicle to arrive in the condition that was promised. I expected a vehicle to arrive that was in accordance to the CADILLAC CERTIFIED PRE-OWNED (CPO) OPERATIONS GUIDE.

There were no condition issues or damage reported about this vehicle. The vehicle was sold to me and represented to me to be in ‘very good” and “great” condition with no damage. This vehicle has one accident reported in the Carfax history report. Any type of inspection to this vehicle can see that it has been in at least two additional accidents. One of those accidents being a major accident. I was told that they go by the Carfax and wouldn’t know about any other accidents. The problem with this thought process by Central Cadillac is that 172-point inspection. If this inspection was conducted in anyway the damage would have easily revealed itself to the inspector. The damage is on the exterior of the vehicle and can be seen in person by just walking around the vehicle. Either the known damage wasn’t disclosed and deliberately concealed or the 172-point inspection was a fraud and was never conducted.

Once again, the total in damage and falsified condition issues is $14,752.00. Central Cadillac management has laughed it off as if they hold no responsibility to the consumer to sell them a product that was represented to them, “very good” and “great” condition. I have FULL documentation of the inspection report, Carfax report, and all photos needed to show anyone the damage that was not disclosed by the inspectors or managers at...

My name is Kennis McDaniel and I am writing to share my very unpleasant experience at Central Cadillac dealership in Cleveland, OH. This is Regarding customer service.

My dad who is 89 years young and I arrived an hour early for a 3:30pm Service appointment. He has done business at the Central Cadillac location since 1961. I am currently visiting Cleveland from Los Angeles, California. I am also a Cadillac owner who has grown accustomed to their legendary customer service in sales, service and parts. On April 5, 2021 my father asked me to assist him in getting his leased XT5 serviced. I called at Central Cadillac at 8:00am to schedule an appointment. I spoke with Lindsey who scheduled us for a 3:30pm appointment.

When we arrived, there were no advisors present in the service area. I walked into the dealership while my dad waited in the vehicle. I was greeted immediately by the cashier. She asked who our Service Advisor was. I explained I was not given an advisor when I called. I only knew Lindsey set everything up. The Cashier voice paged Lindsey to call the deck and after a few minutes she asked her to come to the Cashier desk. When Lindsey arrived, she spoke directly with the Cashier. I introduced myself and inquired what I needed to do next and if we were too early. She refused to acknowledge me in anyway. In fact, she shook her head, turned her back then walked away. I said excuse me Miss, but she continued walking away. I was confused by her actions.

I asked Sandie Williams the sales associate if I could speak with her regarding a sensitive matter. She apologized for Lindsey's behavior then ushered me to voice my complaint to Christopher Stuart, General Sales Manager. He said he would speak with her personally.

During my conversation with Mr. Stuart, he did apologize for the behavior. However, he shared that Lindsey was a relative of a long-term employee and that she was “kind of just there.” In my mind that did not excuse her behavior, nor did it comfort me that Mr. Stuart seemingly gave her a pass. I am not privy as to whether he had the conversation, but I will share this. In my mind, Cadillac is a premier product, as such so should the service that accompanies it.

Lindsey was not a good representation of customer service; in fact, she is exactly what it is not.

I will share that I appreciated that the cashier Jailene and the service advisor Samuel Calabrese were very apologetic about the experience they observed. Mr. Calabrese even assisted me in helping my father back into the car.

Mr. Porter. I am sure you have built the reputation of Central Cadillac on excellent customer service. I want to let you know I did not receive it and it was a ripple effect that only stopped as I departed. I am extremely disappointed! If my father’s lease were up, I’d recommend he do business elsewhere.

Regards,

Kennis McDaniel

L S

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This has been the worse experience I have had with purchasing a car. To start I went online and purchased a used 2025 Escalade with 1,900 miles. Sign all paperwork on Tuesday told salesman I will be down to pick up car on Thursday morning. Car is in Houston Tx I am coming from the New Orleans area. I get to dealership 9am Thursday morning salesman is not there and the car is not ready. He comes in around 9:30am and says he thought I would be in around 2pm even though I told him Thursday morning. Car was not ready until 12pm. I get the keys do a quick look over of the car get in a leave because I’m already behind time and I have a 5 hour ride. Before I leave out the area I decided to grab something to eat. Go in restaurants get my food and upon walking back to my new car I noticed something missing. Called salesman Greg and he told me it was the The hitch piece missing. I told him no it was something else that was broken and I was bringing Car back. Return to Central Cadillac The salesman came out and looked at the car And also his manager, and they all agreed something else is broken. At this point, I informed the salesman I no longer wanted that truck because it was damaged and they didn’t know how long the repairs would take. So i had to take a last minute flight back to New Orleans. I contracted to buy a new 2025 Cadillac Escalade that was in transit. New car came in two weeks later, but that car AC module was bad. Salesman informed me that the part was ordered. It would be in the following Wednesday. On Wednesday, the part had not came in. He informed me that the part will be in Friday. My family and I were going to Houston for the weekend so I told him that I will pick the vehicle On Friday, if part was in. On Friday, the part had not came in. They assured me that the part will be in on the following Wednesday, which is May 7. I contacted Finance and informed them of the car that I purchased on 25 April was not yet ready to be picked up And it’s May 2 at the time and at the part wouldn’t be in until May 7. They called me back and said no The car is ready. It’s the AC module that’s Need it and we can overnight this part to the dealership to your location I ask them are they sure and they say yes we do it all the time. Car came in in Houston on May 7 and as of May 12 part did not get shipped overnight to New Orleans It has been a problem, trying to get the part here. So I have a car that I’ve paid a lot of money for paying a lot of money for and cannot ride in it because is extremely hot inside...