Open Road Cadillac — Local services in Florham Park

i purchased a 2011 Mb from this dealership. when i went to see the car and take it for a test drive, they were so polite and courteous. i found a few problems with the vehicle. the sales person's immediate response was, i do not feel it, but if this is what you feel, we will take of every thing. i said find. after negotiations wich lasted two days, we agreed on the price, pending i will take the care for an inspection and MB dealership. they agreed, and i paid for the inspection. the sales person, promised to do all the repairs at their Bridgewater MB facility. the list of repairs included alignment, replacement of breaks, checking and repairing the shaking in the vehicle when applying breaks, transmission oil change, replacement of spark plugs which i agreed to pay for. after a week, they called me and said the vehicle is ready, we took care of every thing. i went to pay and immediately i discovered there were hidden fees of dealership in the amount of 498 dollars, another fees for security system they installed on the vehicle without my approval, registration fees of 200 (although the dmv fees are 149), detailing of the car 95, etc. if felt deceived that no one had ever mentioned those hidden fees. in the end, i paid all the fees and the agreed upon price. i took the vehicle drove for two miles, and then had to go back to the dealer. the shaking when applying the breaks was still there and strongly felt even at a low speed. when i confronted them and said you promised to take care of every thing, which is not true. the manager, with a innocent voice, asked me if i took the vehicle for a test before paying. i said no, i trusted you. well they asked me to bring the vehicle the next day and promised they will fix it. the next day, instead of replacing the front rotters and pads, they replaced the rotters only and left the uneven old pads on. i became frustrated, took the vehicle and drove home. the vehicle did not drive smoothy. i assumed it is due to the after market cheap tires and installed. next day, i went to Costco and purchased Michelin tires. while installing the tires they the technician found that two of the rims were bent and this is why the drive is not smooth. today, o went to the dealer, asking them to repair the rims at no cost and they refused. they argued it was not included in the repairs although i have from the dealer a three month warranty. nothing helped, there was no way to convince them that this problem was mentioned after i took the car for a test drive when i drove it on the first day. my attempts to convince them to take responsibility, made them more aggressive and said we cannot take responsibility on someone else wok-- implying Costco. overall, my experience with this dealership was very painful and unpleasant, in spite of the fact that i paid them top dollars for...

Overall, it was a terrible experience. To summarize: the car was never properly cleaned over the course of several weeks and 3 visits, the trunk malfunction- was not fixed, found the navigation screen cracked on the last visit, was told to consider the financial situation of the salesman, and the practice of adding $2,000 to the listing price made me question the common practice of this dealership. Extremely disappointed. I drove 1.5 hrs away and had a completely different experience at another Cadillac dealership and bought a car.

Details if you want to know more: I went to look at a partially used vehicle. Initially everyone was pleasant, particularly Tommy and Matt. I was told the car would be cleaned, stains removed, and the car would be certified before we talk pricing. Not a problem. Test drove it, the trunk had a glitch where it closed on one of the employees... yikes (but was told it would be fixed), and gave them my number. I returned a few days later after I was called in, the car was not detailed and the price was too high when comparing to similar models on the market. The thing that upset me most though was in the midst of price discussions, Brett said he wants me to walk away happy but then noted he also wants to make sure he makes every sale bc he has to provide for his family. That was completely inappropriate. I politely responded we all have financial considerations to keep in mind. Several weeks later, I noted the price was reduced online. I gave it one last try. Went in and the car was still stained and dirty. The trunk was also not fixed and we discovered the navigation screen cracked. Ok, fine... if the price is right, I’ll make sure it gets detailed and the trunk/ Navi is fixed before picking it up. Then, in the midst of the discussion, I was informed it’s the listed price plus roughly $2,000 to pay for the certification of the car. That should have been within the listed price. When I asked, I was told all dealerships do it bc the market is competitive and they want to bring in customers. I stepped away, called another dealership and was told doing so is poor practice and is not done by them. It felt like a stereotypical used car dealership you see on TV. I was really surprised and disappointed with the entire experience.

UPDATE: After receiving Cadillac’s response below, looking for more details to investigate, I called the dealership to support them in trying to improve. They took my name and number and said they would have a representative call me back. I never got a call back. It is now 3 weeks later. The lack of effort is a theme that persisted even after leaving the dealership. It speaks volumes on their views on customer...

Made an appointment for an oil change online.. On their web site They had a special $79.95.. When I got there and while checking in my car the service dept told me it would be $130,00 ( for a simple oil change?)... I question it and was told if I had a coupon the could do it for $99.(still not the advertised price) . I was in disbelief and told them I never mind and asked for my car back.. Went on my phone to their website and went inside to speak the manager and explained what happened and show them the website price... They were willing to go talk to the service dept. to see why and offered to adjust the price and also detail the car... I wasn't looking for anything for free or a discount... Because of what happened I already made up my mind to stop going there and take my business elsewhere.... just wanted to know.... Why? How could the price on their OWN WEBSITE and the price I was told when I got there be different.. It wasn't $5 or $10 it was a difference of $50. I was just looking as to see why the difference in price... I have never had any situation at any Cadillac Dealer before....There was no reason why this happened no valid explanation was given. Needless to say I told them I will no longer be taking any of my cars there again... and will use a different Cadillac dealer in the future. If they read this review maybe they can explain what happened and why in their response ...for all to read...as I stated before I never got one. THIS IS A FOLLOW_UP TO THE REPLY BELOW... THEIR WEBSITE STILL HAS THE FOLLOWING SPECIAL...... 6-Quart ACDelco GM OE dexos1® Full Synthetic Oil Change.....

$79.95*

Offer Expires 8/12/2022... . Printing error?.... REALLY....So I am the only one that made appointment for a oil change using that special.... that questioned it...Doubtful..... Follow-up 4 days later... website still has oil change special at $79.00 .... if it was an error why wasn't it corrected?.... looks like it wasn't an error as stated.... An additional follow-up eight days later still has the $79.95 oil change special on their web site... Looks like it really wasn't a misprint as stated more like an integrity issue....additional follow-up 3 weeks later... Website still has the oil change special for $79 and change........ so...