Reviews

Review Details

• Review fromDiane P

  Date: 04/19/2023

  1 star

  Diane P

  Date: 04/19/2023

  Took my Escalade in for regular transmission service maintenance in March 2023. They failed to refill reservoir properly. Caused failure of transmission, and even after being contacted by another dealer who had to replace the transmission, would admit no fault. Cost me 6,200.00 because of this. I then contacted president of company and never received a response, not even an apology for experience. They do not care about customer in my opinion. ***** ****** .
  

  Andrews Transportation Group

  Date: 04/21/2023

  Thanks for reaching out. ***** ******
   came in 2/22/23 for a transmission service on her 2015 ESV with 97,488 miles, and she went to ***** ****** ********* on 3/16/23 with 98,383 miles – almost 1,000 miles later. **** ******
   said the team at ***** ****** ********* told her she was 1.5 gallons low of transmission fluid. Our Service Director, Katie C*****, spoke to her on the phone and let her know that call it is not reasonable to think a vehicle would have been able to drive more than a few miles without major shifting issues and grinding noises if it was this low on transmission fluid, much less drive 900+ miles. If she was truly that low on fluid it must have leaked out the day it was detected.
  Further, **** ****** called us on 2/27, several days after the initial transmission repair, to let us know her sunroof started leaking and she brough the car back for us to look at a water leak. The car returned on 2/28/23 at 97,762 miles and we replaced the GPS antenna. She had no shifting issues at this visit despite having driven 274 miles since the transmission service was completed. We did not hear from her again until she called on 3/20 to let us know that car was 1.5 gallons low on transmission fluid.
  Katie C***** did reach out to the leadership at ***** ****** ********* because the documentation **** ****** provided does not show any fluid billed out, and 6 quarts of fluid at $10/quart would always be documented on the RO. **** ****** wanted to clarify why their RO didn’t reflect any charges for the fluid they allegedly replaced and also why ***** ****** ********* don’t have notes for inspecting the vehicle for leaks.
  As we explained to **** ******, we don’t know what has happened to her vehicle, but if we had left it 1.5 gallons low on transmission fluid, it would have been evident immediately after the repair, and would certainly have been noticed on the next visit to our store 250+ miles later.
  Because it is implausible that we caused the damage to her transmission, we have not offered to pay for it.
  Please let me know if you have any questions.
  Nelson Andrews
  President
  Andrews Transportation Group

• Review fromjoe g

  Date: 03/30/2023

  1 star

  joe g

  Date: 03/30/2023

  Purchased a car from Andrews Cadillac. The engine randomly started to shut down when the car stopped. I called the service department and was told this was a "start/stop" feature intended to save money. I called and the service department they said it could be disabled. When he looked it up, he came back to the phone and "sheepishly" said it could not be disabled. I then talked to the salesperson. I said I did not want a car that could not disable the feature. I thought it was less safe when the car randomly stopped and started. He said don't worry and insisted it could be disabled. After he said he looked it up on "*** ****" he in a very nervous way, said he did not think it could be disabled. He then said it was no big deal that it did this. Although he did say that starting with the next model year Cadillac added a disable feature. If it was no big deal, why did the manufacturer add a disable feature? I said, how would I know if it even had the feature, when it did not engage during the test drive and he did not mention it? He said well "I guess we both missed it" when we did the test drive. He then said he would check further on how it could be disabled and what the dealership would do if it could not be disabled. He said he would call me the next day. He did not. I have waited a week and still no follow up. They either lied about it by not mentioning it or they are completely arrogant and ignorant. I suspect the sales department is just plain dishonest because they did not even follow up on the issue when they said they would, nearly a week ago even though he said he would call me the next day. I will be sure to share our story with everyone. Please, stay away from this dealership, they appear to be unethical and dishonest.
  

  Andrews Transportation Group

  Date: 04/21/2023

  Thank you for your comments. "Start/stop" is an emissions control function that has been required in all vehiclesby the EPA for several years. It is not at all random -- the engine automatically shuts down when the vehicle is stopped and when the engine temp is in a prescribed range and the batter level supports restart. As a Federally mandated emmissions control system, it is not something that can be disabled at the dealership level.
  I'm very sorry if there was a misunderstanding, but this is a mandate for all current vehicles and is not anything we can control through our business.
  If you have any questions, I can be reached at ************ or ********************************************.
  Nelson A******
  President

  joe g

  Date: 04/28/2023

  The dealer response hiding behind the issue as an environmental issue should tell you everything you need to know. It has nothing to do with the stop start feature. It has everything to do with the fact they kept me in the dark as to the fact that the car had the feature. They were not honest. First as I said, the issue did not come up during the buying process nor did they disclose that it would occur at some time in the future. Further, as I said, why would they add a disable feature to newer vehicles if they did not think it was a problem? Finally, Why didn't they have the decency or courtesy to follow up with me? The fact that they did not follow up regarding the issue even though they said they would? I even made multiple attempts to contact them after I did not hear from them and they ignored my calls and emails for weeks. They were unresponsive and unethical with me. What makes you think they will treat anyone any better? Finally, even if they thought they did not owe me honesty and transparency in our dealings during the buying process why did they hold on to the title. The sales manager and the closing guy both said they would have the title delivered to the dealership and they would let me know when they received it. I found out they held on to it without letting me know. Beware of these guys.

• Review fromSinjon S

  Date: 08/04/2022

  1 star

  Sinjon S

  Date: 08/04/2022

  I had placed an order back in June of 2022 for a new Escalade 2022. I waited for 2 months and one day I opened the mailbox and they had sent me the refund of my deposit. They never contacted me or told me anything why they sent the check to me through the mail. No communication what so ever even though I waited for 2 months and I was so excited for to get the car as the time was getting closer to have the car delivered to their dealer, but I came to find out they had sent me the check in the mail. I was very ****** off and mad then I decided to leave a review to let others know about this dealer and hopefully no one else go through this situation. This is a very bad business and I have never been in this situation with any other dealers like this one. Of course I have bought cars elsewhere and never had this kind of problem. They should've handled the situation professionally and let me know why they had sent the check instead of being quiet and not contacting the customer. This dealership will never get my business. I will also not refer anyone or recommend this dealership to anyone.
  

  Andrews Transportation Group

  Date: 08/08/2022

  As you note, Cadillac products, Escalade in particular, are in very high demand right now and are frequently selling in other cities for a price well in excess of factory MSRP. As a dealership, Andrews Cadillac is committed to not marking any of our vehicles up over sticker price, but we are also diligent in ensuring the vehicles we sell are to customers who plan to buy and keep the vehicle and not "flip" it for a quick profit. We feel like we need to take care of our retail customers and give them good value, and not use our buying power as a large volume dealership to help others make a quick dollar in automotive sales. When it became clear to us that you were buying for resale, we refunded your deposit in full. The good news is that there are other Cadillac dealers available, and if you feel like we made a mistake, you have lots of other options. In the meantime, we are going to continue to focus on providing an excellent value to our retail Cadillac buyers. If you have any questions, you can reach me at ************ or at ********************************************. Thanks again,
  
  Nelson A******
  President
  Andrews Transportation Group