Cadillac Customer Service

User Reviews, Ratings and Comments

Cadillac customer service is ranked #563 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 30.09 out of a possible 200 based upon 64 ratings. This score rates Cadillac customer service and customer support as Disappointing.

NEGATIVE Comments

61 Negative Comments out of 64 Total Comments is 95.31%.

POSITIVE Comments

3 Positive Comments out of 64 Total Comments is 4.69%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Cadillac

    Customer Service Scoreboard

    • 30.09 Overall Rating
      (out of 200 possible)
    • 61 negative comments (95.31%)
    • 3 positive comments (4.69%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.3 Issue Resolution
    • 2.8 Reachability
    • 2.3 Cancellation
    • 3.7 Friendliness
    • 2.6 Product Knowledge

Add your review!

Posted by Anonymous


Purchased two new gm products both with less than 4K miles has blown engines gm couldn't care less about there customers never do business again

Posted by Barb


It would be wise for your team to get feedback on your OnStar feature. Personally, our family have been Cadillac owners for quite some time. Unfortunately, these last two Cadillacs will be the last we purchase. Our privacy is taken away and feel we should not be getting calls when we need an oil change. We purchased the cars. They are ours. I've called numerous times to get us off your list, yet we continue to get calls when we need an oil change. It's creepy to say the least.
The last person I spoke with laughed and told me it sounds like I have control issues. I assured her it's about privacy, yet if she and Cadillac feels I'm wanting control then what does that about Cadillac. There should be the option to have OnStar removed if it's requested or not have it all. We are due for new vehicles soon and will be purchasing elsewhere.

Posted by Anonymous


I had driven a Cadillac for the yrs 87, 97, 96, 01, 06, and the worst one 2013. I missed being a Cadillac owner to the point I gave the Escalade ext a test drive. The vehicle is beautiful looking. The technology is superior. The ride started out better than I expected, until I drove on a road that did not give its best. At that moment I knew what it really was, a truck. I really like the ride of a long wheelbase road sedan. I feel so hurt that I have to purchase a true road sedan from BMW. I drive everywhere I go. Coast to coast. I put a lot of miles on each Cadillac I've ever owned. I feel that I have been abandoned by the car that described me on the road. I just wish you would reconsider building a long wheelbase road Sedan to compete with the BMW 7 series. I actually love my 7 series sedan, but it's not a Cadillac

Posted by Anonymous


I ordered a 2024 Cadillac Lyriq Sport 1. It's a beautiful car. However, the sales person sold me a package I didn't want. He sold me etching which I asked him not to do. He made me pay for title and registration which DMV told me that I didn't have to pay for which I told them. The finance guy said it was already on the paperwork so go to DMV and ask them for a refund. They gave me a price for my trade in at closing they tried to change the price to a much lower price that wasn't in the range stated. I've had over 20 cars in my life and when I left, with all the stuff I went though it wasn't a happy occasions. I was there for 6 hours and at that point I was ready to go. I think it was just the location Bayway Cadillac Southwest in Houston that was the problem.

Posted by 3Ak


We went to purchase a used vehicle for my son. After agreeing in the price and fees and signing the paper the GM came out and pulled the paper from our hands and declared that he cannot honor this deal. My son is a cash paying customer so no finance or credit was involved. Very unprofessional and disrespectful.

Posted by Steve


Cadillac customer service after dealing with Ford, Cadillac hates customers. I absolutely hate my Cadillac get a Lincoln guys get a Lincoln.

Posted by Unhappy customer


What a joke!!! 8 months without my car due to a part on back order & get lied to every time I call. It's always we need some sort of more information when in reality I ask them each & every week what else they need. It's never oh let's fix the problem. They ADD TO IT.

Posted by Joon


I am interested in getting an EV SUV in 2023. Cadillac Lyric looks like it might be OK.
My question is why is Cadillac's target audience for it's commercial for this car African Americans? All the commercials are with black actors. No other minorities or white people in them.
It's almost like the Lyriq ads are saying "This car is for African Americans ONLY".
At this point you have convinced me to look elsewhare for a SUV EV.

Posted by Anonymous


I bought 2018 XT5 from Cadallic of Montgomery to my car their because the car was not cooling it was blowing out hot heat I took it onl Monday 14th of June they said they put on the machine and they put dye in it but they didn't fix it they added Freon in it and it cooled it and July 4, 2022 the Freon was out that they put in three week ago and they had the nerves to charge me 325.00 just to put it on the machine and add Freon I always wanted a Cadallic but this will be my last Cadallic never again will I buy anything Affiliated with Cadillac you baddies $30,000 cars from that dealership and then they charge your arm and leg and they don't fix it and they don't care I would not recommend anybody to deal with Cadillac dealers and Tony the supervisor over the maintaining dep doesn't know how to talk to customer,

Posted by anonymous


I took my 2011 Cadillac last week to get a recall fixed on the vehicle, actually I took it right around the time I got the recall notice in the mail, but the salesman name Rob told me it was not for my car. I felt kind of Errie about that because I figured how would he know, he is the guy who check your car in upon arriving, gosh I hate I got him, anyway, something told me to take my car back to get the recall check because I kept getting notices for it through the mail, so I made an appointment, when I took the car in, I got Rob, again which I never trusted him, I also had another incident with him when I took my car in because I was going on vacation and had him check it out before I go and halfway there I had problems, anyway so he checked my car in for the recall and then as I went to sit in the waiting room he called me back up there and said that the recall required that the back of the car would need realigning, but that the front would most likely need realigning to but I would have to pay for it, and that it was not covered for the realignment and said he was going to charge me $95 dollars, my question to that is why would they realign the back and leave the front unaligned? Any how I sat and waited for my car and my husband was with me, it took about an hour and an half, so upon checking out he calls me over and he had a list of things that was wrong with my car and recommended that I trade it in, so I looked puzzled and I looked at the list and my husband walked over to see what he was talking about at which time he walked away, , so me and my husband was discussing it on the way home, all of a sudden we got 4 lights that came on informing us that we need these things fixed, I could not believe it as I mentioned earlier that he recommended that I trade my car in asap as if I was gonna go to their sales department and buy one of there cars, NOT! So my question is what happen too my car while they were supposedly fixing the recall on the car. I've owned many cars and I NEVER left a service department after getting my car fixed and before I get home I got 4 different lights on with 4 different problems. So I called back up there and told them that I was bringing the car back and asked them what did they do to my car, of course they said they didn't do anything but fix the recall, spoke to the manager, BIG MISTAKE, of course he was on his worker side, he called me in the office trying to explain what those lights were and all this bull crap, I'm not buying it, I believe they did something to my vehicle. So they said if they do a diagnostic test on the vehicle they was going to charge me of course, they are VERY money hungry, charge you for EVERYTHING. I will never ever by a Cadillac EVER AGAIN and take it to them to get fixed NEVER!!!!!

Posted by Anonymous


recently purchased what I thought was a gm certified used vehicle. We found the car online so called the dealership to ask if the car was stilll available and was this GM certified. We were told yes to both. Scheduled a test drive and when we got in the car, there were two dealership info sheets, one saying warranty, the other saying as is. When we questioned the salesman, he said it was certified, and took both papers from the car. We liked the vehicle, but it had a cracked windshield.We told the salesman we liked the car and would like to buy it. He said he couldn't sell it as certified with a cracked windshield, but would have it repaired. We proceeded to purchase the repaired vehicle and asked again if it was certified, which the salesman said it was. After 6 weeks of calling the dealership (no response) leaving voicemails (no response) and. contacting Cadillac Customer Service (several voicemails and calls that the advisor was working on resolution) we got a call today saying he was putting us in touch with the dealership with a salesperson who said he had no authority to do anything but would pass it along to his manager. Round and Round back and forth, apparently Cadillac deal with issues by passing the buck assuming you will get fed up enough with being run around that you will give up! Will never buy another gm vehicle!!! Buyers beware!

Posted by Mohammad


Hello
I want to explain about Cadillac 1 star services from the purchasing time until now !
I bought pre owned Cadillac Escalade esv 2019 from
Dutton Cadillac riverside, California
8201 Auto Dr #101, Riverside, CA 92504

(I bought The car with full warranty bumper to bumper) + the extended warranty

I hope I purchased Mercedes or anything not Cadillac
Anyway i will trade it soon if the company keep going like that

This branch is so bad used cars sales manager and so bad maintenance service and have a fake promises and doesn't have a good experience to fix the problems

I found the car has two problems
1- doors need adjustment or something broken on the doors parts and I told that to the maintenance man
So its Protruding to the outside and entering the air from the sides with noise
2- And the engine shaking up and downs when i stop the car

So I went back to the service Man his name is (michael smith)
He told me its ok we will take care of the doors its under warranty and we will see the shaking on the engine so he scheduled appointment for me after 2 months+ to bring the car to fix all these things

When the appointment time is coming
He take the car for 4 days for nothing
But the problem He doesn't fix anything
He told me the car is shaking but no problem on the car after the test
And I asked him to change the engine air filter and i will pay for that he doesn't change it!!

He just hold the car for 4 days for nothing
And he told me the doors now not under warranty you need to pay and fix it !!!!!!!!!
Why why why !!!!!! I bought the car like that and doesn't accept it and you promised!!!!!!!!!!

He called the used car sales manager (Travis)
And he told him I need to pay for that
So what's the fake warranty that i have it
And why he promised me that it's covered and they can fix it !!!!!!!!
and after that he change his mind
And why he doesn't told me that from the beginning so i can return the car from the first week!!

Now the car doors need to fix it
And the engine still shaking I charged engine air filter and engine mount and the oil change on time all the services now on the Cadillac dealership on buena park branch and these guys the same the can't know what's the shaking , I told a lot of friends they have the same car drive my car is it shaking or no ??
They told me your is not normal and has engine or transmission problem

This very very very bad experience for my first time and I think it's the last time too with Cadillac company
I am not happy at all and not satisfied and if you doesn't fix the problems i will broke my car on the front of Cadillac Beverly Hills and I don't want this car anymore
And i will share all this experience on my friend youtube channel to let the 24 million followers see this company how they work and thefts the people
I have all the pictures and videos with dates and time and all the inspections orders all with engine shaking !!!!!!!!!

I hope i can found someone he has power and honest in Cadillac to help me as a brother not to stealing my money with fake promises

Posted by Anonymous


You do not stand behind your safety on your Cadillac SRX
I ybones a car and wrote mine off no o star help no airbags deployed I was hit in my chest and hurt
Fire department on Sean ambulance was called for me
And all you jade to say was airbags don't have to deploy in a front end accident
Not happy with your service at all

Posted by Ann


I leased an XT4 last December at Frank Kent Cadillac. When I leased it, I got the "windshield package". About 2 months ago, a rock hit my windshield. I took my car in the next day to find out if they would fix my windshield. The chip had started to crack. The service person said a windshield would have to be ordered. Since it was close to time to take my car in for maintenance they said it was ok to wait & bring it in at that time when they could also repair the windshield. I called when my oil life reached 20% and was told it would be a week to get an appointment. On Wednesday October 28th I took my car in. Later that day the service person called me and said the windshield package would not cover the repair because the crack was more than 6 inches. Why didn't they tell me this when I took my car in the day after the rock hit my windshield and it was still a small crack? I asked the service person to push the issue. He. called me back the next t day & said they still wouldn't cover the repair. I had to call my insurance agent and file the claim through my insurance but I'm not letting Cadillac make the repair. I won't give them my business.

This is my third Cadillac to lease and it will be my last The service people were not aware of the 6 inch crack thing and had advised me to wait to fix it. Because they would not fix the crack, it's costing me $500 for my deductible. My insurance will cover the rest. They lost my business over a 12 inch crack (6 inches over what they would cover). Now in my opinion if you're replacing a windshield, what difference does the length of the crack make? Cadillac should replace it at no cost. I know I'm just one person and Cadillac could care less if they lose my business but I plan on putting all this on social media. So sad that Cadillac has chosen not to be nice to customers anymore.

Posted by [email protected]


Unfortunately I bought a 2020 xt4 at royal cadillac in Tucson, Arizona.....it was hell...I had to fight for everything....car was not detailed, when I picked it up. I had to return it...again...sloppy job. It had 2400 miles on it, when I bought it...nothing was done to compensate me for those miles...I did not get a good deal...
There was always a problem...today was the last straw..o star sent me an e mail that warned me that my tires were no properly inflated...should all be 35...not the case..front..28 and 27...back 28 and 28....this should have been checked, when detailed....I have owned 11 cadillacs....this will properly be my last one.

Posted by Crlimoservice LLC


I have an Escalade ESV 2017 the transmission feels like it's messing up on malfunctioning I had a suburban at first and it seems like every hundred thousand miles on GM product transmissions start to malfunction.

Posted by Anonymous


I'll never buy another Cadillac. What a disgrace. From one problem to the next. I couldn't even get out of the warranty period without major problems with thenCTS. MODULES multiple , radiator , transmission it just never ended with it. Funny thing tho when I got the printouts for the parts and labor seems they've had many problems with the vehicle. Once burnt twice learnt. Once proud company in ruin

Posted by Ms .Ann


I went to Penske Cadillac to have my vehicle detailed inside and out and a rear brake light changed. The next day when I arrive to pick my vehicle up I can tell that it had not been detailed. I informed the service advisor that the car had not Bendito because I can still feel the best in the dirt on top of it. I end up taking the car and I spoke with the manager and informed him who by the way name was Chris and he said he will take care of it . Well when I pick the car up in Laguna in the garage but when I got home I saw water spots the cupholder still dirty I decided to make a comment about my dissatisfaction with the service. I never expected the dishonesty in service with Penske Cadillac. How can you charge a customer for a service that was not properly rendered. Basically I paid $200 for a car wash. I was going to trade the car in for a 2020 model that was the purpose of having a detailed . Eventually the car was sent back the steel half done.

Posted by Mad Cadillac


I recently purchased a 2017 Cadillac CTS on May 5, 2020 from Five Star-Warner Robins. On start up after no driving for 2-3 days, white smoke comes from the exhaust pipes. They tell me it is normal and it's okay to drive. I'm no mechanic but I do have common sense to know something is not right. It is still covered under the Cadillac Factory warranty plus the 3 month warranty under the dealership. I'm lost if this is how they represent Cadillac to say it is okay to drive and it's normal for Cadillacs to have condensation come from the exhaust pipes after not driving for so many days. I need help before to understanding what is going on.

Posted by Cher


Regarding Cadillac 2004 CTS V63.6. My Son almost died! I want compenation!Due to malfunction undetectable. Stalled while driving, starring wheel locked and breaks, car accelerated. This happens before when I was driving. This time the car locked up and ended up in a ditch during a turn! Lost the vehical, my son almost lost his life!Previously we had the vehical inspected several times and nothing was detected. SECURITY ALARM INDICATATER LIGHT FLASHES.THIS TIME THERE WAS NO RESTARTING THE VEHICAL. TOTALED OUT.What price due you put on a disabled persons life, and all the expense that goes into trying to fix the problem when it was never repairable or could not be detected. Do I just have it towed? Please contact me

Posted by RAM


Cadillac is unable to come up with a new part for my broken Daytime runing lamp, Called Customer service eight days ago, each time they tell me it will take 24 to 48 hours for a response. Each time I talk to them I'm transfered to someone else which starts the 24 to 48 hours again. Bottom line is that this part doesn't exist anywhere in the country. This is also considered a safety issues and will be reported to the National Transportation Safety Board. I've owned several Cadillac's but this is the last one.

Posted by Danielle


GM needs to make a better product!!!! I've owned 2 CAD ESCALADES over the last 10 yrs. My current 2010 Cad Escalade had an issue with the dash (the portion closest to the windshield) splitting in 2 places for what appears to be no other reason than hot & cold affecting it. It had under 60k miles when this started and will cost me approx $475.00 to fix!!!! The dealership I was referred to said they have seen A LOT of this with Escalades and so far, CADILLAC hasn't covered the cost of repairing even 1 of them (through that dealership). I recently signed a petition (along with a thousand others) to sue Cadillac for this defect. Its just absurd driving a $72k car with a dash flapping around! If they don't cover this I will NEVER buy GM again!

Posted by Anonymous


Bought a Cadillac from Moore Cadillac in Chantilly, VA They sold me a car with a 30 day warranty. Two days after I had a small problem with the car I took it in.The sales manger Tony who gave me the 30 day warranty told me there was nothing he could do but he would fill my gas tank up. They got me this time but never again and I will spread the word.

Posted by GRD


I have a 2007 Cadillac Escalade EXT with less than 70,000 miles. The front drivers side exterior door handle has pulled loose from the body (broken - poor design). I am the only person driving this truck, have been the past nine years and have not abuse it. I checked with the local Chevrolet dealer for cost to replace it, $250. This is wrong for a Cadillac to use/design such cheap parts. There should be a recall to cover the replacement cost of these door handles!

Posted by Jessica


I have a Cadillac Escalade that I purchased in November of 2015. Since then, I have replaced three door handles and now another door handle broke. I am at awe on how cheap Cadillac is put together! I would be ashamed to sell these types of vehicles at high dollar amounts when they are not worth half of what they are asking for! I will NEVER own another Cadillac vehicle and when I am asked if I like the SUV, I simply reply, "do not own a Cadillac because they are cheaply made!" With all of the complaints that everyone has had over the door handles breaking, that there would be a recall on them!! Come on, make it right!!

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Posted by Aditha


I am at SouthBay Torrance California Cadillac. I am giving five 5 star.
Associates are very professional, and very kind.
Please bring coffee back. Good customer service very important. is great customer service when you wait for a long time in to have a cup of coffee please I hope maybe that you guys can have coffee back again in the waiting area.
Thank you

Posted by Littlej77


I am disappointed that my Cadillac dealer Jeff Wyler in Fairfield OH no longer offers valet service. I used the service twice I think and was made to feel like it was an inconvenience for them. The last time I asked for valet they said no rental cars available, stated once that pandemic prevented the service. Then they stated valet service no longer available at all. The valet service is one reason I bought the car.
I have 2016 SRX (since 2016) and had to get radio system replaced in 2018. Now it is beeping and service dept states needs replaced again (this time no warranty and costing me over $1200). I have never before had a radio replaced twice in a vehicle. It is apparently a screen problem but they won't replace just the screen, has to be whole unit. According to reviews I read the Cadillac Cue screen has a gel separation and only lasts a few years and Cadillac knows about the problem. I will not buy Cadillac again.

Posted by Anonymous


Previously I had owned 4 Escalades & I just purchased a 2011 Escalade. The auto-sensor was not working for the high beams at night and no one at the dealership could tell me why. This also occurred in the 2009 Escalade. Dealership reprogrammed the vehicle but it still did not work. By accident I discovered why: When I would drive at night I put on the fog lamps with the normal head lights. Manually I put on the high beams. "The sensor would not work because the fog lamps were on"! If I did not put on the fog lamps the high beam sensor works like it should. No one knew that!!
It is stupid that I cannot use the fog lamps at the same time as the auto sensor!
When I "manually" put on the high beams it knocks off the fog lamps. Why can't you program it to do the same from the auto high beam sensor??
Also because the runningboards retract you cannot attach "splash guards" (flaps) to the front fenders. No protection for the bottom of the vehicle! I live in northeast PA and there is a lot of snow, ice, salt during the Winter time.
I've been trading the Escalades in every two years now and I enjoy them. But I wanted to comment on the above. Thank you.

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