Trinity Cadillac — Local services in Englewood Cliffs

Update 3: I thought we were past having to deal with Trinity after receiving a call to ask that I remove this review. No offer was made to address the issues, only to scold me for leaving the review.

Unfortunately, we cancelled our GAP Insurance and GM informed us after they approved it, that the refund needs to be issued through Trinity and that it would take 3 to 4 weeks.

After waiting as instructed, and getting no refund, my wife followed up with Trinity. She relayed to me that the person that she spoke to in finance was extremely rude and that she was told that the refund would take more than 3 months. So now I have to reach back out to GM to try to get them to help with the situation.

I could never recommend this dealer to anyone.

Update 2: At the table to go over the paperwork, I was presented with a new line item of $998 for the dealership having "ceramic coated" the car. Although I was not happy that I wasn't informed until the last minute, I was OK to pay that for the ceramic coating. I had PPF applied this past week. The installer informed me that there had been no coating applied to the car by the dealership!!! This experience keeps getting worse and worse. As of today, still no contact from the dealership to answer my questions. Th only contact I have received are the auto-replies stating that they have received my messages....plus two contacts asking if I was still interested in the car I looked at on the lot (the one I bought over three weeks ago).

Update 1: I contacted Cadillac direct. They reached out to Trinty, but I still received no contact from Trinty other than the auto response that they "had received my message". When Cadillac was advised that I still had not been contacted after their outreach to Trinity, they reached out again. Trinity informed Cadillac, incorrectly, that the parts were for race set-up. I still have had no contact from Trinity beyond being told they didn't know what the parts were, the racing parts or the additional lose parts in the trunk, several weeks ago. I had the entire thread to share with Cadillac. Cadillac is now following resolution of the issues through a different dealership.

Original Post: Traveled 7 hours to purchase a Blackwing from Trinity. Found uninstalled parts in the trunk (in addition to the race setup parts) when I got the car home. Trinity's sales and parts department could not ID the extra parts or the race setup parts. It has been three weeks since I picked up the car and they will not return any of my texts, calls, emails or messages left through their online 'contact us' form over the last several weeks. I can't believe I spent a 100K and am now being ghosted because they are not familiar with Blackwings and cant answer what the parts are (salesman told me they couldn't answer questions about the car's controls because they never sold a...

It’s bc of dealerships like this why people distrust them so much.

Response 1:

Mr Aquino, thank so so much for replying and letting me know I live in Indiana. I hope people read your note below and see how far away from the truth you are. I am very upset, since there was an incredible deal for a vehicle that I negotiated (Alex did a great job), put money down, and was waiting for paperwork to be sent to me so that I can wire the full money. HOURS later, someone comes in who needs to finance their purchase grabs the car away from me. So if you are saying something like this happens quite often then Cadillac should really investigate your Sales & Operations Process and you as a General Manager.

You signed off on this sale and I can bet you a brand new Cadillac that the other customer ended up paying $2K-$4K more than what I settled with Alex. Why don't you disclose this information to our Google readers rather than disclosing the state I am from. Additionally, they are financing so that's an extra couple of thousand for you. So of course, you put on your salesman hat, said 'let's just return this guy's deposit and hope he just walks away.' Please do not lie and make it seem like someone snatched the car while I was negotiating. This happened HOURS after I put down a deposit, this was confirmed. You chased the money, which I don't blame you, but don't lie.

I hope you are happy with your $2K-$4K extra profit, and wasting a full holiday weekday for me. You definitely live up to the reputation of a car salesman, but I'm sure you don't care.

Merry Christmas.

Response 2:

I am jaded, but not frustrated by the market, but with dealing with a GM like you. Multiple people told me my deposit and agreement happened first. Alex informed me of the situation HOURS after my deposit. Let me stress again, this was HOURS.

But I also see there is another income stream you were looking into when pulling out of the deal with me that you just mentioned 1) They would service the car with you 2) They definitely paid more than me 3) They financed with you at a lucrative interest rate

As for referring to me as a random person, jaded customer, and someone 700 miles away, you make it seem like we still deal with telegraphs as opposed to reaching me multiple ways and getting a hold of me in seconds. It is also upsetting that I no longer feel part of the Cadillac family and every time I sit in my Cadillac, I am reminded of your dealership and how I was treated - like a random stranger.

Let's see what the State Attorney General thinks about your sales practices as I will be writing a letter to him after this and you will have to explain to ownership after their office reaches out to you.

-Your stranger...

Thus far my experience has been less than ideal. Trying to purchase a used vehicle that was advertised on a car market site. During the process I informed them I would be driving 200 miles to trade in my current vehicle and buying the new one on the spot. While I do have the money in reserve to pay for the vehicle outright I elected to go through my bank. I told the dealership last Friday that if they got me the numbers and they were right I would go down Monday to buy the vehicle. Absolutely no communication until Monday afternoon. Of course by this time I had burned a day of PTO at a personal cost of 1500 bucks. Decided to use Tuesday to get everything aligned with the bank and I would try again. By Wednesday the bank was ready to execute but once again didn't have paper work from the dealership. Finally got the purchase order and they had the wrong state taxes on it. Been sitting at the bank since 1130 and it is now 4pm. Another PTO day burned and I still don't have a purchase order in hand despite being told by Simon it would be sent. I was also informed that there are three other people looking at the vehicle and even if I drove 200 miles there is no promise it would be there when I arrived. I am guessing the paperwork delay is the hope someone else will buy it before I can get there. As disabled combat vet with health appointments and a full time job to contend with it isn't easy for me to just give up a day but, it would appear my time, effort and interest are of little to no value.

UPDATE: My sales agent Luigi kept in constant contact with me throughout and after I recieved the paperwork needed I drove 200 miles to the dealership. Luigi was able to assure me that if I made the drive the vehicle would be there. Once there as we were working through the acquisition process I came across the owner. I explained the events and what happened and he immediately took action. All the numbers that were discussed were reinstated and working with the staff became seamless. By the end of it all I feel the deal we struck was fair and I was able to return home with my new vehicle. Would I do business with them again....yes. But, I will also say that this dealership has the potential to be absolutely stellar if they would smooth their processes a bit to maximize client time and improve efficiency. What I feel is the key take away though is the owner is a man of his word and honest, which as a soldier who values character and integrity is huge!!! The sales rep did his very best despite the various challenges and I feel I got honest value...