Kristal Auto Mall

Dealt with David in Service — good experience overall. Very honest and helpful.

Very caring, considerate, and understanding in meeting the needs of our purchase for our vehicle.

Well, what do you do when you are on hold for 20+ minutes? Write a review.
I leased a 2013 ATS from here May 2013 and the experience has been nothing but a headache. There are things I love about the car, but those things now come with any brand new car. The AWD is also amazing in the snow. It ends there. I have had about 10 recalls and 2 check engine lights. Not to mention, I need to fix/​replace a cracked rim before my next oil change (which I have read is not uncommon).
The service department is awful. There is no other way to explain it. The only pleasant part of the experience is going to Enterprise (which is frustrating in itself when you are making high luxury payments every month and don’t even get a Cadillac loaner). Marilyn is also a sweetheart. Unfortunately they seem to just be understaffed and the place is just too small. That is their reasoning for not giving a Cadillac loaner car while being serviced (as other companies do).
The waiting room is absolutely disgusting and they will leave you there all day unless you keep complaining. Then, they will give you a loaner from Enterprise. Good thing, because the car is always quoted to be ready by 3pm and not until the next day. It is now 4:30 and luckily they did give me a loaner. If you complain, they will also let you sit at a desk in the showroom. because that’s comfortable. Other dealerships offer water, coffee, even some food. You can’t even go walk to get food anywhere near this place.
I already know that I do not want to stay with Kristal Auto Mall, but I still decided to hear them out after getting several letters that they want my car. PS– they don’t. They send it to everyone, as I expected. Jamil (not sure if he is a manager or not) didn’t seem to want to deal with me at all. The salesmen I spoke to was very nice and completely understood my frustrations as he seemed aware of all of the problems. I honestly don’t know how they even make sales at this point because I don’t know anyone who would want to be a returning customer at this place.
Oh, and I am still on hold and not sure the status of my car. Guess I will be paying a second day of rental insurance to Enterprise.

Pros…
Service was done quick and correct
Writer polite and attentive
Cons.
No coffee
No stores in walking distance
Waiting room is terrible
couch is discusting (had to have inhabitants)
no ventilation hot
dirty, bad TV
vending machines in the shop

Such a great team at Kristal Auto Mall! Thank you to Sandra and Rick for such wonderful service and assistance! Sam B. Is an amazing owner and treats everyone like family. Love my new ride!

Ask for Courtney W!
My fiancé and I were in the market for leasing a new car, and Courtney was on it. The whole experience, Courtney made us feel comfortable and wasn’t pressuring us to «buy today». He was so nice, calm, and knowledgable the whole time. I wish everyone was as great as he was!
Highly recommended.

Horrible experience! We had an appointment with someone named Jennifer who turned out to just be the person setting up appointments online. The vibe was horrible. The salesperson didn’t even show us nor offer us to test drive the car we were looking for. He was only interested in making a sale and it was very obvious! I will not be back!

This dealership is a scam for all effective purposes. They sell you a used car but shortly after you drive off, it starts falling apart. You take it back and there is a $ 300 assessment /​inspection fee — which only gets waived if you make 1k+ in repairs there — but any service they offer is priced 2x above market so you never get it waived.
You have regular shops fix the car but new stuff breaks — this costs thousands. Eventually it turns out there are numerous recalls — but this place doesn’t have enough of a staff to keep up. If you wait months post recall, they need to order parts, but they won’t call to confirm once they have them. Also won’t pick up your calls or will drop them when you’re on hold. The car becomes unsafe to drive.
Eventually your only choice is to sell your car back to them below market and the cycle starts all over for someone else.
My recommendation — don’t buy GM, if you can — don’t buy used, and definitely don’t buy it here.

This review is for the body service works of this dealer. Had a little minor accident. Someone recommended me to come here to get it fixed. The front hood of my car is slightly bent on both sides. Here are the before and after pics. I think they did a good job. Willing to come back here again.

Great Staff! Great Service! That’s all I can say about Kristal Auto
I had a beautiful experience with service manager Anthony And Marilyn.
After realizing that I’m having trouble with my Chevy suburban 2015 I tried calling several car dealers close to my home. One response was I should bring it in in 3 weeks. A second dealer said the next available appointment is in 5 weeks.
when I called Kristal auto Anthony said «You can bring it in tomorrow morning and pick it up in the afternoon».
I was thrilled!
After giving in my car for service Marilyn called a car service to take me home. Meanwhile I was waiting in the showroom for 15 minutes. 6 salesman came over to ask me if I’m being helped…
your customer service is absolutely great!
I WOULD RECOMMEND THIS TO EVERYBODY1

I have had to bring my car to Crystal several times for manufacturer recalls. the service area is in total diarray just dropping the car can take up to an hour even with an appointment they never seem to be on time. clearly the other reviews on here are written by family and friends. On top of it all the place is old and filthy.

These guys were great! Rick was my salesman and he and Rob ended up giving me a price that no one could touch, and I did my homework! They were also very patient with me while I was deciding between 2 different vehicles and what trim level to get into answering my questions in detail and allowing me to test drive the cars multiple times. Any staff member I came into contact with and asked questions to was super nice. I highly recommend.

I don’t see how this dealership has stayed in business so long? They feed you lies after lies after lies. I went into their showroom to ask if there were any offers or incentives on a GMC Terrain, pretty simple right? Not really, they started asking me for my name and personal info. I said I don’t see how that is relevant to what I’m asking? All I want to know is if there are any offers on this particular model? I couldn’t get a straight answer. The sales people don’t seem to even know much about the product they are even selling. I will never buy a car from them. No wonder they got an F rating from the Better Business Burea.

Do not use the service dept here! I have a GMC that had fuel sensor problems for my specific model. I received a letter from GM saying that the repair would be covered by GM. Kristal, of course, tells me that it’s not my fuel sensor, it’s my gas gauge circuit that’s broken and they have to replace the whole panel. That’s $ 750 out of my pocket instead of them being reimbursed $ 400 – 500 by GM. To add insult to injury, it took two full days and I was MISSING 13 GALLONS OF GAS when I got the car back. That’s not a small amount. They siphoned it out for the repairs and didn’t give it back. I do not trust this place and I do not believe they would do the right thing for the customer.
Plus, it’s an extreme ass-​pain to get on the phone with them. Long hold times and their phone crackles like a bad cell phone. I think they do it on purpose.

I initially had my car towed into this shop as it would crank but not start. I called the day after my car had been towed and was informed that the car reached the service dept. at 1pm and so it would be worked on the following day. I called the following day and was told that I needed a BCM and a tune up. My engine light had also come on, so I was told that I needed an oxygen sensor. Total repairs slightly over $ 1700. I took the car home, drove it to work, and the following morning (I work overnight), the car would not start again. I waited three hours for the tow truck to come, and the car was towed back to Kristal Auto Mall. Upon arriving at the shop David R. assured me that the problem would be taken care of. The next day, I received a call from David R. advising me that the car would be an additional $ 400. He told me that I needed a fuel pump and that they would not charge me for labor. I told him that I had just paid $ 1700 the day before to have the same problem fixed and they hadn’t fixed it. David replied that they would not be charging me the labor cost to put the fuel pump in. I told David that I wanted to speak with the manager because I was very unhappy with the level of service that had been provided.
The manager, whose name I believe was Michael, was very unhelpful. He even went as far as to say I was having these problems because my vehicle is old. He admitted that his shop had not checked the fuel pump on my initial visit to his shop, but he refused to eat the cost of the fuel pump even though I had just taken the car from his shop the day before. This is my third Chevy and I don’t think I’ll be purchasing a fourth. I called customer service at GM to make a formal complaint; there has been no resolution thus far, it has been 48 business hours. I know for sure, that will make my family and friends aware of the horrible service that I have received.

Kristal Cadillac is the worst dealership ever. There is no place to park your car there.
There is no waiting room at this dealership. The sales people are very rude to you.
They are way over priced compared to other Cadillac dealerships. They have very nasty credit tmangers there. They are very insulating the people working there. Stay away from this dealership at all costs.

Had a problem with a tire on a brand new Cadillac leased from city Cadillac. Service staff was very professional, replaced the tire and got approval for reimbursement. Kudos to Kenny

Used the service dept this morning for the first time been putting it off for 6 months but it wasn’t as scary as I imagined it.
David R. The service adviser was very knowledgeable, and made sure I got everything I was suppose to get under the warranty. Only complaint the customer lounge is nonexistent, but there’s a bunch of fast food places within 2 blocks and a brand new CVS. See, not so scary.

I bought a used Jeep from Dayne, and I have to say, he was a pleasure to work with. Everyone at the dealership was engaging and friendly. I got a good deal, and didn’t have to deal with any of the used car salesman BS.
Just for the record, I’m generally a new car buyer having bought cars from Porsche, BMW and Audi. They might have fancier showrooms, but nothing wins over a customer faster than a pleasing demeanor and thoughtful service.

Should be called scam auto mall
Over priced — don’t waste your time
Negotiated for a new car and tried to stick me with a demo when I went to pick the vehicle up. Nice trick
Better business bureau website has given them an F grade