Cadillac Pasadena — Local services in Pasadena

Cadillac Pasadena – 3 out of 5 stars

This review is a mixed bag because my experience with Cadillac Pasadena has been both excellent and frustrating, depending on the department.

First, the good – and the main reason I continue to bring my car here: Jorge in Service. Jorge is the definition of five-star service. He consistently goes above and beyond to make me feel like a valued customer. He explains what’s going on with my car, breaks down costs up front, and has even worked hard to get things covered under warranty. Without Jorge, I wouldn’t still be coming back.

Another bright spot was my original salesman, Cham. Cham made the buying process smooth and laid-back. I connected with him right away, and he never pressured me. When I found the car I loved, he handled the process quickly and professionally. Cham also gets five stars and is the only person I’d consider buying another Cadillac from.

Now, the not-so-great part: the sales manager and finance department. Even though I came in with financing from my credit union, they kept trying to push a credit check. I was told a form was “just for DMV identity verification,” but they insisted I couldn’t buy the car unless I signed it. I finally signed—with a note saying they weren’t authorized to run my credit. Only then did they stop pushing.

In finance, I ran into more issues. The finance manager tried to pack everything imaginable into the contract and avoided answering my questions about the warranty. I was never given a proper breakdown of coverage or pricing. He just picked one for me, and I had to accept it.

Delivery day was a huge letdown. My “Certified Pre-Owned” Cadillac arrived with ripped leather, a dirty interior, exterior scrapes, and a strong cigarette smell. Cham was embarrassed and admitted it hadn’t been prepped properly. I left it for three more days—some issues were fixed, but it was never fully detailed. I had to deal with the smoke smell myself. I did get my door appliqués replaced, but they denied replacing the rear Cadillac foot kick light logo. Now, every time I walk up to my car, I see a blurry blob of light where a crisp Cadillac logo should be. It could’ve been covered under my 50K warranty, but it wasn’t.

Early service was also frustrating. While still under my bumper-to-bumper warranty, I had trouble getting basic things approved. Lemar, who falsely claimed to be a manager, denied multiple requests that should’ve been covered. By the time I was switched to Jorge—who truly helped—it was too late. I’d passed 50K miles.

To make matters worse, my hood was scratched on delivery. Fixing it took multiple attempts. They repainted the hood twice, but both jobs were poor. Every time I wash or walk past the car, I see dull, uneven paint and spots where the spray didn’t reach. It’s disheartening and not what Cadillac ownership should feel like.

★ ★ ★ ★ ★ – Jorge in Service: The reason I stay. ★ ★ ★ ★ ★ – Cham in Sales: Professional, honest, and easy to work with. ★☆☆☆☆ – Sales/Finance Managers: High-pressure tactics, trickery, and no transparency. ★☆☆☆☆ – Service Department (pre-Jorge): Dismissive and unhelpful. ★☆☆☆☆ – Car Delivery & Paint Job Quality: Poor work quality with lasting reminders.

Cadillac Pasadena claims to offer a red-carpet experience, but only Jorge and Cham truly delivered. Everyone else made it feel like the carpet was missing entirely.

Just to be clear, if I wasn’t reminded of the negative experiences every time I see the poorly painted hood or the blurry rear floor light, this could have easily been a five-star review because of how great Jorge and Cham are. But I am reminded—every single day—of the service that fell short, and it truly does frustrate me.

This is my honest experience. I hope this helps anyone considering doing...

I purchased a 2019 Cadillac Escalade ESV Platinum on June 11, 2022. This is the TOP OF THE LINE Cadillac Escalade. It was missing the 3rd row head rests (which are necessary for use of the 3rd row) and floor mats, which come standard in the Platinum Luxury vehicle. Cadillac puts outward screw in the floorboard where the mats attach, and without mats, the exposed screws create a dangerous condition. We were told on by the salesman Arman on June 13 that he would obtain the missing parts right away and even reach out to the "prior owners" (?). After 2 weeks, there was no response. We were told the parts were on back order. So we called Mark Christopher Cadillac (an obvious superior dealership) and were told the parts were readily available and any dealership could have them in 2-3 days. We then called the general manager of Cadillac Pasadena, Joe Allis, after nearly 2 months of delays. Joe promised us the parts were ordered asap, and then unbeknownst to me, he "left his employment" 2 days later. When I sent Mr. Allis a text message (not knowing he no longer worked there), he responded by telling me that I was not intellectual by making demands for service. Joe Allis, prior general manager of the world-renowned Cadillac Pasadena had to resort to insulting and bullying me as an assertive woman. He didn't say, "Oh I'm sorry I no longer work there, please route your inquiries to the dealership." No, instead he felt it important to insult. No wonder he no longer works there. We continued to follow up with the dealership, speaking to the parts department, John, Arman and were eventually forced to make a claim with Cadillac Customer Care. The representative, Jane, told me she would work with the dealership and someone would get back to me. On Sep. 1, 2022 I emailed and phoned William Lee and the salesperson, Arman. When I finally called Mr. Lee from a anonymous number, he answered and told me the parts were on he way via UPS. I asked when I could expect to receive them and he said he doesn't know. He also said he had no responsibility of what happens to the I asked when someone was going to notify me and he said he didn't know. When I asked him about the loss of use claim (not being able to use the 3rd row seats) he said "they don't do that" and that I have no legal basis for this request. I asked him if he was an attorney or had a law degree and he said no but that NO JUDGE would ever award me a loss of use claim, nor could I submit a loss of use claim to Cadillac. I still don't have the missing parts to a $100,000 vehicle, for which I have now made 3 payments. Just for the laypersons out there, giving legal advice as a non-attorney in California is called Unauthorized Practice of Law and is a crime. DO NOT go to this dealership, they are unprofessional, dishonest, extremely demeaning to women and absolutely do not represent the Cadillac brand. It's really a...

Come to Cadillac Pasadena if you don't value your time. Did all my own research, fell into their lap, came in on August 4, knew exactly what I wanted down to the color & options, gave them a $2,500 deposit. Was told there would be an indefinite wait, which I already knew, but was also told the Sales Rep 'would contact me monthly with an update'.

Never received any communication until mid December, which stated "Hope you are having a good day today. I'm following up with you on your Lyriq order. The factory has not provided us an update just yet on when your order will be delivered to our store. I will keep monitoring for any new updates." Never even received a simple thank you when I placed my order, much less any update, for 5+ months.

Then, all the sudden, I had a phone call my vehicle was in transit. Came to dealer on 12/20 to complete all paperwork, so all would be ready for 12/30 pick up. Had to wait 20 minutes after everything was done, for them to find my key to return to me, so I could drive home. Scheduled appt. for 11A 12/30, since I was going to be out of the country until late 12/29.

Emailed sales rep twice while out of town, asking him to confirm. No response. Showed up at the dealer, he wasn't here, and they told me the sales rep had reached out to me (he had not) and I did not respond (I emailed him on 12/27 & 12/29 asking him to confirm receipt of my email. He never responded.

So in addition to Cadillac Pasadena completely dropping the ball, they tried to blame it on me. I showed them the text confirming my 11A appt. today, & the 2 emails I sent in last few days to the sales rep, asking him to respond.

To the General Manager of Cadillac Pasadena, I have 2 questions - 1) does this exemplify the customer experience at your dealership and for Cadillac (from other reviews, and even the dealer responses, it would appear it does)? 2) If you were treated this way, would you be satisfied, or ever do business with this dealership again?

I've been here for 45 minutes, after traveling 24 hours, and across an ocean and continent, to make this scheduled appointment, and the sales rep still hasn't even made it to the dealership. And I guess my time is of so little value that no one else here can complete the transaction. I have to sit and wait. It's like they're going out of their way refuse to listen to their customers, and waste their time at every step of the process. And then blame the customer for their own mishandling of...