Cadillac of Naperville

My daughter and I waited for 2.5 hours while everyone else came and left in a reasonable amount of time. I don’t think an oil change and tire rotation should take that long. I had a list of errands to run that day which I could not get done because I was sitting at the dealership that long. I wish someone would have told me the time frame when I called on my way into the facility as well as when I arrived. To me that is horrible customer service. I wasn’t even given an apology for the long wait.

LITERALLY EVERY BAD REVIEW YOU READ ABOUT THIS PLACE IS 100% TRUE!!! I never write negative reviews, but I felt obligated to spread the word about the awful service I received from this place.
First, when I inquired about an oil change, I was told that the latest they take appointments is 3:30. I explained that I work a crazy schedule & would not be able to come in before then. The kind woman on the phone said they could easily give me a loaner if I dropped the car off before they opened, as their manager gets in around 630 or earlier everyday. So I gratefully agreed and thanked her for being so helpful. They even called to confirm my EARLY appointment the night before. Well come the next morning when I pulled up, the «manager» came out and sternly and repeatedly told me that they do not open until 730 and there is no one available to help me. After I explained the arrangement and told him I was to have a loaner vehicle, he got even more annoyed and continued repeating what he had already said at least 5 times about there being no one to help me blah blah blah. I started to get frustrated, as I was going to be late for work, so he finally (ignorantly) instructed me to go sit in the waiting area so he could «figure out what is going on.» About 15 mins later I got the loaner, which was dirty and disgusting, and was finally on my way.
Now, come later in the day, it gets even worse. When I go to pick the car up, neither the rude woman at the cashier counter, nor the lost looking auto technician can explain what all the «fail» marks mean all over my inspection card. (I was called earlier regarding my brakes, tires, and fluid levels, but this report was far more extensive in «failures.») I understand that the representative who was dealing with my car was not available, however, the staff clearly need customer service training. When asked if they could help me, the rude woman responded ignorantly with, «there’s red all over that paper, I don’t know.» And the mechanic guy just looked at me like a deer in headlights and said «no.» So, I requested that the representative I was working with earlier in the day call me the following day to go over the inspection form. The nasty woman had the nerve to argue with me saying flat out «no» and that «I could call THEM tomorrow.»
Is this a joke? I have NEVER had such an awful experience at a high end car dealership!!! I just got rid of my Infiniti and let me tell you, their customer service (right across the street) is top notch. How can all of these negative reviews have such little impact on this establishment? Save yourself a horrendous experience and go somewhere else for service — I will never be back!

Sales Dept is friendly and capable, though I’m still fighting with Ally over a lease I turned in last year. Probably not the Dealer’s fault, but there it is.
Service is another matter. I recently brought my Hummer H3 there for an out of warranty repair for an electrical problem (I took it there while it was under warranty after the Hummer dealers closed). While it was there, I decided to get an oil change and a ‘multi-​point inspection and tire rotation’. I was called later in the day and told that I needed to replace the battery before they could diagnose the electrical problem. I had a warranty on the battery, so I picked up the car, fully intending to return for the diagnosis and repair. Not only did I pay the full price for the diagnosis that wasn’t done, but I paid $ 90 for an oil change that OnStar says didn’t happen (did they not change the oil or did they simply forget to reset the monitor? No way to tell, so I’m out the price of an oil change). The ‘multi-​point inspection’ missed a dry coolant reservoir and four tires whose pressures differed by as much as 6 psi. I have little confidence that the tires were rotated. Even if they don’t routinely top off the fluids as part of an oil change and ‘multi-​point inspection’, they should have at least made me aware of the coolant issue.
To top it off, after sending them an email to complain about this, I got a return call asking if I was interested in trading in my Hummer on a new Cadillac. It seems they didn’t bother to read my email. They treated it as a sales lead.
At that point, I had no intention of returning. But I expected to get a call or at least a postcard apologizing for this less than 5-​star service experience — that’s just the way it’s done. Only after not hearing back did I decide to share my experience with others who may be shopping for genuine GM service. I would strongly advise you to look elsewhere. Since people tend to return to the selling dealer for service, I would also be disinclined to buy another car from Cadillac of Naperville.

I just had one of the best experiences ever with a service issue at Cadillac of Naperville. Let me say I have been purchasing cars here for many years and have always gotten great service. This was a above and beyond .
The battery in our 2015 Cadillac SRX had gone dead on Sunday morning. After inquiring about after hours service I received a call from Ramon. He showed up, got the car started, and decided the service department should look at it on Monday. I followed him to the dealership and he provided me with a loaner. All of this before 10am.
This just reaffirms the reason we have two Cadillacs in our garage from Cadillac of Naperville.

Where can I start, first I will mention that I am a African American and when me and my girlfriend walked in no one wanted to help us. Finally we took the time to ask for a guy name BOB and ironically the guy we asked name happen to be Bob, but let me remind you that he walked passed us numerous times. furthermore when we were asking about a specific car there was very little or no knowledge given about it. We go on a test drive and the guy literally didn’t answer one question. His answer to every question was that he didn’t know anything about the car. Also we are there to purchase a car, the guy left us sitting in a car for 30 mins to tend to another customer. We literally just sat there in a car until I had someone at the front door call him up. Last but not least I thought the purpose of working at a dealership is to sale cars. The guy never tried to get our attention, or even try to help, he was walking directly to his office, his name is BOB, after picking two cars that we really liked, there was no effort what so ever to even attempt to sale is a car. The most non did was tell us that we cannot afford the car, then had the nerve to say that he will give us a call whenever we change our mind about our budget. How can he fix his mouth to say such a thing considering there was never a credit check application put in to even see if we can afford it or not! He never gave us a chance. He pretty much forced us out of there as if like we’re not worthy of the business or as if we are somewhere we don’t belong. So being the person I am, I’m specifically asking if he can break down APR rates, car credit history and other factors that will factor into our car cost. Once again as I mention before, he gave us outstanding numbers starting at $ 500 a month for a car that cost 18k. How can he give us numbers with out putting our numbers in the system yet? Did I mention we were trading in a car as well. No questions about if there were a co signer or anything in that nature. Once again I truly believe we were not treated as normal customers because of our race! To put icing on the kick, towards the end of our test drive the guy had us slow the car down, just so he can roll the window down to speak to another car salesman in regards of a customer that inquired about a car, and needless to say BoB left us in the Ford Fusion car for 30 mins while attending to another customer. This service will be reported to the BBB.

This dealership and it’s totally cocky General Managers, it’s Service Managers are all completely full of themselves. The men here talk down to and treat women like absolute crap! The Service Manager by the name of Roger Fowler actually had the nerve to yell back at me on the phone, «Come & Get Your Car!» «Come & Get Your Car!» when I called on the phone to talk to him about the fact that Mike Ammerman had allowed the performance of a brake fluid flush and fill to my vehicle without me ever authorizing him to do so! The General Manager Fred Squil is no better when I called him to complain about this he wasn’t nice either. I was so angry I didnt know what to do!
Stay out of… and far away from… this dealership at all cost! A bunch of snobby, stuck up, arrogant, disrespectful group of men who work here, all of them! Now, the women who work in the Cashiers Office on the other hand are a different story, they are always very nice, very helpful and pleasant as well.
MY RESPONSE TO THE MARKETING COORDINATORS REVIEW COMMENT BELOW: Robert, stop trying to come in everyone’s bad reviews of your horrible place of employment and trying to clean things up. So what you tried to provide some fixes to make up for your despicable customer service, so what! I’m still not satisfied with it. You all would not have to give out comps and credits if your guys wouldn’t have screwed up in the first place!!! Once again, I DID NOT AUTHORIZE THE BRAKE FLUID FLUSH AND FILL OF MY VEHICLE FOR THE 7TH TIME! I JUST DID NOT! I only authorized the front brake rotor resurface work, and replace the front brake pads at the cost of about $ 330.00. Your guy Mike Ammerman stole that from me and performed the work FRAUDULENTLY and FULLY WITHOUT MY AUTHORIZATION!
You all can say you’re sorry as many times that you want to. Still is not going to change the fact that I got cheated out of service at dealership, something that happens every single minute out there in America. Cadillac of Naperville Dealership service department is no different and has done it to me.
This is only my attempt to help and assist would be patrons of this business to avoid it at all cost.
Thank you for reading

I called a few dealerships in the area as I was interested in leasing a new car. I got a lady sales associate that kept asking me how much money I had to put down. I asked her to tell me what I would need and what the minimum would be for me to lease a car. I also asked her if there were any lease specials. She asked me again how much money I had. So, I said can I talk to another sales person or a supervisor, she hung up on me. The rudest dealership I have ever dealt with. I did lease from another dealership.

This Dealership is a joke. I honestly felt like I was in a bad movie. Do yourself
A HUGE favor and don’t go near this place. They will take every opportunity they can to rip you off!!! Cadillac and GM should be embarrased !

Was greeted within minutes of getting out of my vehicle. Certainly not a bad thing. Salesman was friendly enough. The problem started when I wanted a test drive. The salesman flew around the parking lot at a high rate of speed with my test vehicle. The car he brought up had a 200 miles. This car was supposed to be new. The salesman had me drive around a «track.» (Basically a small group if streets that make a square) On this track. He had me basically beat the hell out if the car. (Hard acceleration from a stop, flying around corners etc) This was a brand new car… Horrible way to treat the vehicles. When we got back to the lot, the car reaked of burning. I knew right then and there I wouldn’t buy my car there. Since my visit they have called and emailed non stop. I was dumb enough to give my info.

moved here w my caddy from another state – disappointed here in their refreshment center
machine coffee and dry donut holes-​YUK my old caddy dealer had breakfast sandwiches –bakery bagels a automatic professional toaster~cream cheese and butter
donuts from a local bakery –starbucks coffees/​hot chocolate/​variety of teas-​for lunch they served jimmy johns sandwiches
GET ON THE STICK U GUYS –AFTER PAYING $ 50−60K FOR A CAR YOU GIVE UR FOLKS OLD COFFEE AND DRY DONUT HOLES!!!
pop with some of that profit

Very rude customer service. I am never going here again. I would not recommend my family or friends either. They think «we» owe them.

leased 2014 ATS4 –Paul was extremely helpful and knowledgeable and won my business from Acura and BMW with aggressive bottom line offer with no nonsense. He is a please to deal with, and rare in the business. A smoother transaction was not possible.

Kim K. if you guys care so much about your customers, then I would think you guys would actually make the situation right. Instead we have to go about getting what is right in a pain in the a** way. We have given Naperville Cadillac multiple opportunities to make this situation right, none of which anyone there is willing to do. We were even willing to take a loos of the car and just have our money refunded for the work Naperville Cadillac claimed to have done but later admitted was not done. I can assure you this is not going away and we will not stop until this situation is corrected. No longer are we willing to take a loss of anything either. Our family, us included, have owned 4 previous cadillacs in the past, but your dealership made it clear that it is not worth it to deal with cadillac and their dishonesty again in the future. Too bad, because before all of this, we were looking to buy another cadillac.

I had to have my ’09 Cadillac DTS towed into the dealership recently. The service department quickly found the issue and corrected it as well as a few other issues found that were covered by my warranty.
The service writer was great and kept me informed from start to finish. Most importantly, my car was fixed right the first time.

With this experience I know GM has a long road ahead. I sent an email requesting a price on a new SRX. I was helping a friend out and was trying to get him the best deal. After three emails back and forth, they finally gave me a price on the vehicle that I had originally requested. They said that they had it in stock. Right! So we make the 28 mile journey and I ask for the internet manager that I have been corresponding with. He askes my first and last name and how to spell it. Do you really have that many customers? Then he tells me that another guy is handling us? But he is out and he will get someone else to take us to the vehicle. This is where the fun starts. I told this kid exactly what I wanted. He brought out exactly what he had. I told him that I did not want to test drive a 4 wheel drive vehicle because there is a big difference in how they handle. He proceeded to tell me that it’s not a big difference. 500lbs more is a big difference so again, I told him what I wanted to drive. He again brought us out a different vehicle. This is where I said, do you have the truck or not. He told us that yes, they have it. Just not in the color that we wanted. *%#@! Great! I said pull it out so my friend can drive it. At the same time we hand over the keys to get his car appraised. So there is one guy driving a golf cart around with a little kid in it. There are 4 other salesmen farting around in the showroom. And then there is our guy, losing his mind because we won’t go along with the bait and switch. After talking to my friend in the parking lot I told him that we needed to go inside and see what was going on. Our salesman pulls up in yet another vehicle. I asked where the 20″ rims were? He said that this would have the same ride. I told him that my friend needed to drive the truck I had requested 4 times now to feel the difference with the bigger rims. He proceeded to tell us that it would be a softer ride. What the Fuck are you talking about? Anyone that has put rims on a vehicle knows that more rim, and less rubber means a harsher ride. I then asked if it had the performance package on it? Nope! it was the luxury! But I was told that they were getting 66 of them next week and our truck would be in that mix. I couldn’t believe the crap we were going through. So I told my friend that we should leave. He asked for his keys and this idiot told him NO! Then he went and got them off of his desk. Nobody in this building has anything to do, and you have the nuts to just leave the keys on your desk without having it appraised? Screw This Place like they have been trying to screw us!

A few weeks later and I don’t have the car I had a verbal contract to purchase. Why? Because Jon decided I must be a complete idiot. After I inspected the vehicle and asked for a total so I could, you know, PAY HIM, he decided that our original agreement (verbal, I’m an idiot) of invoice+$ 500 wasn’t rich enough for his taste and he now wanted MSRP+$ 500. He did it in a pretty smarmy way, insinuating that I was misinformed and that the sticker price *is* invoice price.
I told him if he wanted to sell the car to me for our original price, or even priced conservatively between cost and MSRP, I’m still sitting here with a check to write. I flat out told him I want him to see a profit on the car, but I’m not buying on emotion.
Car still isn’t sold. Guess it’ll look nice along with the other 200+ cars on the lot gathering dust.
Additionally, I asked him when I left to refund my deposit. Not only did he not do it, but I had to make an extra trip out there to get it handled.
Jon, I had such high hopes for you. I really did.
Lessons and observations:
* Get everything in writing. Duh. This is where I failed. Never trust a car salesman.
* In the three visits there, I saw only one other customer. Wow.
* Bait and switch techniques are still alive and kicking.
* GM seemingly does not need a government bailout, as business is good enough to pass on profitable deals.
* When Jon asked if I thought they were «just giving cars away» I really SHOULD have asked if he thought congress was «just giving money away»