Heritage Cadillac

NOT a good experience today at Heritage Cadillac. I called yesterday and spoke to Carlos about their advertised lease special and he said to come in as they had several new cars available for that lease special. We came in this morning and he showed us 4 cars to chose for the lease special, we picked one and test drove it. But when we sat down to finalize the deal, the advertised price went from $ 347 monthly to $ 499. Their reason was that they didn’t want to lose $ on new car leases and that he only has one car available in that price, and it was a car that wasn’t even available for us to see and also in a color that we had previously stated to him that we didn’t want. Typical switch and bait routine. This is exactly the treatment that gives car dealerships a bad reputation.

Use to be a big fan and a customer of Heritage, BOTH Sales and Service — no longer. Made a deal with a salesman for a new car, agreed on price, etc. Went in to pick up the car and pay for it — manager comes back with salesman — NO, I can’t sell the car for that! What? your salesman don’t know your pricing structure, or did it change overnight? We’ve been talking about this deal over several days and have finally come to an agreement! Anyway, got up, walked out the door never to return. Lots of dealerships to choose — check around folks. It’s INTERESTING I’m not the only this sort of thing has happened to there!

Having owned Cadillacs before, my partner decided it was finally the right time to trade in his older model for a new model. We made the trip to Heritage today based on his research and correspondence via email with a salesperson there.
When we arrived for our appointment, the salesperson was still «in negotiations» with another customer so we seized the opportunity to look at and test drive the car while we were waiting for him to finish. When we sat down to start crunching numbers the salesperson figured out he had made a mistake with the original quote that was emailed to us. Surely we weren’t pleased, but mistakes happen so we continued working through numbers with him and looked past the mistake.
We finally worked through a deal, shook on it, signed paperwork, and were waiting in the lobby while the car was being washed when the salesperson came back to us and said «I’m sorry, I made a mistake.» What? He then proceeded to tell us that he had miscalculated and that we actually owed an additional $ 3,000 in order to finish the sale. He was very sorry for the additional mistake he had made. Of course, we were stunned. We politely asked him to get the manager as we had already agreed and now the terms were changing, that they needed to make this right for us. We waited for 15 minutes until the manager walked in, sat down at the desk very casually, and proceeded to explain that mistakes happen and there was nothing he could do for us. We could pay the additional $ 3,000 and continue the deal or walk away. Not once did he even apologize for the situation or what had occurred, in fact the attitude was very condescending as if we were to blame. We of course walked away, extremely angered and frustrated.
At the end of the day, it’s just a car and there are other dealerships that would be happy earn out business but out of principle this was very frustrating situation. How can you run a business this way? How can you treat customers this way? How can you agree to a deal and then demand more money? We will certainly be telling everyone we know about this experience and encouraging them never to set foot into Heritage. You can also bet we will be seizing every opportunity and social media outlet, the BBB, and notifying General Motors to make everyone aware of the dishonesty and lack of basic customer service that were exhibited to us. Cadillac should also expect more of the dealerships branding their name.

*Buyers Beware*
I normally do not write Unilocal reviews, but in this instance I feel compelled to share my experience, in hopes of saving other car buyers from enduring the same level of frustration that I achieved today.
1) I sent an online price inquiry for a new 2015 ATS coupe. The response I received the following day had a very compelling deal, so I scheduled an appointment to test drive the car.
I liked the car and begin discussing price, when I was immediately greeted with an «I’m sorry, I gave you the wrong price in the email, we can’t/won’t match the quote.» I should have left then, but because it was only 2,000 off, and seemed like an honest mistake, I chose to move forward.
2) After some additional discussions on pricing options, I decided to go with a 3 year lease, but I should have known from #1 not to rely on the sales persons math. After signing all of my paperwork and handing over the title to my trade in, a Cadillac CTS that I have had for several years, I was instructed to wait in the lobby while they washed my new car.
After about 25 minutes, the sales person emerged and said there was a problem! He put in the wrong down payment, and trade in numbers, so I would need to come up with another 5K or add about $ 120 to my monthly payment.
This is unacceptable, so I asked him to speak to his manager to «make it right» and honor the pricing that was agreed to and signed off on. NOPE! They basically handed me back my title and said we can’t help you! The Manager never even apologized and spoke to me with an unbridled arrogance.
I understand that mistakes happen, sometimes twice in the same interaction, and I do not harbor any ill-​will towards the sales person, but as a business they should have made every effort to fix the situation, which they did not, and in turn have lost a potential lifelong (Cadillac) customer. A customer with a lot of contacts, who will be repeatedly sharing this experience, congratulations .
Sincerely,
the guy who wasted ²¹⁄₂ hours at your dealership only to walk away pissed and without the new car I really really wanted.

While there are recent reviews showing support for their new car purchase experience at Heritage, you would be wise to remember that this does not extend to their service and repair departments which are just plain awful.
I just got my car back after 7 weeks for repairs which should have only taken 2 weeks at most. They were replacing the hood and the front grill (over $ 4,000 in repairs). To make matters worse, when I had returned the loaner car, which I was forced to accept direct from Heritage when they failed to make proper arrangements to have a car delivered by Enterprise, they claimed that there was damage to the loaner. They brought me back out to their garage after having the car in their possession for over an hour to show me a 4″ scratch on the rear bumper which they claim was on the car when I brought it in. While it is unlikely that I caused the damage I still offered to pay half the bill for repairs. Unfortunately they showed me an inflated repair bill for $ 767 which they were willing to reduce by $ 67! At the very least I would have expected that they would offer to do work at their cost and not with a significant mark up as they did.
Finally, I asked «Customer Relations Manager» Kathy Clapper what was more important, a happy customer with thousands of dollars in future repair work for my 10 year old, $ 80K car, or the $ 350 adjustment that I expected and she said told me to pay the total amount or I wasn’t getting my car back. This is exactly the type of short term thinking that has cost Cadillac its reputation in the luxury car market and allowed foreign competitors (BMW, Mercedes, Lexus, etc) to dominate. I will never bring another car to Heritage and neither will any of my friends, neighbors or business associates that I have spoken with.

I bought a used 2013 ATS 3.6L this last week. My sales rep was Glenn Ustas. I only have positive things to say re: Glenn. He showed me all the features, answered all my questions re: the vehicles on the lot, their competition, etc., A day later I called Glenn up and worked out price —- a very fair price I felt. He also helped me work through the slow line w the F&I gal —- I ended up waiting for the F&I gal for like 90 mins, as there were two older folks in front of me (who took a LONG time).
Cadillac has this odd dichotomy —- very old clientele and younger/​professional clientele. Pretty interesting as their inventory now does satisfy younger/​professional clientele’s needs.
In the end, great product at this dealership, fair price, and a great sales guy. Nice F&I gal, yet, I felt the dealership could have trained others that were standing around to help do F&I during periods of peak demand.

Matt is right… This must NOT be the same dealership that these other Unilocalers are talking about… coz I had an AMAZING EXPERIENCE at this dealership.
For a month, I was looking for the best deal I can find to trade my Benz e550, for a newer one that still has the original 4 yr warranty.
I found a white Benz e350 at this dealership (
tells you if you are getting a good deal or not)
Anyways… I called Fran (used car sales rep)… kinda haggled about the price… they gave me a discount on the spot (while on the phone)…
When I got there… they matched the appraisal that Carmax gave me for my E550.
And the Finance Manager, Mike Anton… made the process, just unbelievably smooth…
He gave me a rate, that I didn’t even think I will get –
PLUS, when its time to discuss warranty and all the other stuff — he informed me what they offer — but he didn’t push too much… i didn’t feel uncomfortable at all…
I have purchased brand new cars before, used cars, as well — and I don’t have a perfect credit btw… but this was just so pleasant…
I am so glad, even if its raining and gloomy, I went there…
I will recommend this dealership to all my friends and family

Is this the SAME dealership that everyone else visited? Truly it cannot be. But then again, most of the time your attitude determines the interaction before it even starts. So my attitude was good, theirs was even better. I was looking for a CTS and had found them thru Truecar and received a call from Lou the following morning. A little bit of explanation of my needs over the phone, discussion of my trade-​in, and no BS. He offers up a deal on a courtesy car, I want to move faster, he breaks a little glass… we end up with a deal. I set an appointment a couple days later to pick up the car, the deal stays completely the same. I was treated nicely, didn’t feel taken advantage of and they took time to go over the lease, the features of the car, and then scooted me out the door in just about 90 minutes. Is that an easy way to get a new ride? I think so.
Although I live in the city and can find closer service, I will trek to Lombard to have them service the vehicle. They were fair, polite and complete.
Good job guys. I’ll send my friends drooling over my new CTS your way.

I had an appointment for an oil change. I was supposed to receive a loaner, as I only had a specific amount of time for drop off. I was informed that I needed an insurance card, credit card & drivers license. My insurance card in my vehicle expired; however, I was advised to call the insurance company myself to have them fax over proof. The rep did not offer to call. Instead of just accepting a confirmation via phone from the insurance company, which they allow when you purchase a vehicle, I waited 30minutes to receive the insurance card fax, which did not come. I was late returning to work, as I had to receive a courtesy drop off in lieu of a loaner. Embarrasing & very unprofessional.

This place is the reason Unilocal needs to implement a ZERO stars rating. The worst customer service I have ever recieved, seen or heard about. I went in on 11÷7÷13 to get a factory recalled headlight replaced on my ’09 CTS.
1.) I was originally quoted a price of $ 215. Why are you quoting me prices on manufacturer recalls?
2.) They replaced my light with a different non matching light!!!
3.) When I confront them about the light being different, I was told by the service manager to «shut up».
4.) After minutes of babbling on they finally agree to replace the light, but they’ll have to get the part in. so despite the fact the service manager had told me to shut up, I extended my hand to him to shake on it and the Service manager again was rude and walked straight away from my extended hand.
I would have immediately gone to the General Manager to speak to him about the awful service but THEY DON’T HAVE A GENERAL MANAGER!
Before you go here, grab a hot poker and gauge yourself in the eye, the experience will be more pleasant!!!
**UPDATE: Today is 3÷27÷14. I have still never heard back from this dealership about the light they agreed to replace. Without a doubt the worst encounter I have ever had with ANY business.

Let me start this review by saying this has to be the WORST Cadillac dealership in the state! Honestly, I’m flabbergasted as to how they’ve mustered up two stars. If I could give them zero (or even negative) stars, I wouldn’t hesitate to do so!
Anyway, if you want to bring in your certified Cadillac for routine service and warranty work, but only to have it returned with virtually every panel scratched up and every repair performed in a sub-​par fashion (and deal with a plethora of incompetent buffoons), then this is your place! Otherwise, avoid this place like the plague. The service advisers are arrogant and have the «my way or the highway» attitude. From their perspective, every repair is done flawlessly, so how dare the customer come back to complain. So what if my car now has a loose overhead console hanging, mismatched wood grain on your new trim, greasy foot/​fingerprints all over the interior, and, as I said, over TWO DOZEN new scratches on what was an immaculate body (prior to the service visit, of course)?
Overall, I’m a pretty laid-​back person who takes great care of my vehicle. But, let me tell you, the smug and condescending attitude of my service adviser (Mr. John Stout) almost made me want to deck him really good! He would not listen or side with any of my complaints. He belittled me on every topic, and he just wouldn’t admit the dealership messed up my car. He kept pointing the blame at me, and that just infuriated me.
Basically, it came to the point of me storming out of there, after driving nearly 40 miles, and now I’m dealing with Cadillac/​GM to try and rectify matters.
P. S. I purchased my used vehicle here, so that’s why I brought it back for service. The purchasing process wasn’t much better. It was the typical used car salesman crap … be nice to the customer and promise them the world but, once the dotted line is signed, they act like they barely know you (yes, that’s you, Mr. Glenn Ustas)!! :/

I went in ready to buy a new 2012 SRX a few months ago and a terrible experience. I buy a lot of cars, typically used but this time I was going to buy my first new car. I went in excited ready to buy that day. The bad experiences started with the salesman not letting me see the cars and pick one out, he instead sat in front of a computer screen and pick one out for me while judging me I’m assuming by my age that I would not spend the extra for navigation even though I said I was interested in it and said here is your car, and he was wrong because it was not the one I was looking for. When I found the one I was looking for he refused to give me my gm supplier rebate and would not budge on the sticker price minus the other rebates gm was advertising. Here’s the price take it or leave it. I left it and bought another SRX else where which we love. The only reason I gave them 2 stars is because the manager called me a few weeks later and we had a good talk and he admitted they screwed up otherwise it would have been 1 star.

I bought my car from this location and this is the only place that I take if for oil changes. They always do a good job with the services that I bring it in for. This particular time I was going out of town and needed to leave my car at their place for two days. I dropped it off late Thursday night, paid over the phone on Friday, and they left my car out front for me to pick up with my spare set on Sunday. Very accommodating and helpful for my schedule! The only thing they do here that I do not like is try and sell me on all the various thousand mile services that are recommended, which can total hundreds of dollars. I always politely turn them down, and they are never pushy about it. I am sure every dealership is the same way. Also, they will wash and vacuum your car each time you bring it in, sweet!

Don’t shop at this dealership. Like the prior poor ratings i can fully agree with them. I went in to look at a 2008 STS yesterday and expressed interest in the vehicle. I later called and asked if they could do $ 22k out the door, the sales guy said he spoke to his sales manager and they agreed to the $ 22k. I later came in with my wife to purchase the vehicle. After my 2^nd test drive the salesman said they cant sell me the car at the agreed upon price and that they would sell me a different color car for a «better deal «. They wrote down their discounted price of $ 23,333 plus everything else and would do that one for 22k out the door. However on
they have the car advertised at $ 22,940.00. Not only did they bait me in on the black car i wanted but they are switching to sell me a silver one for a «better deal «when they are still screwing me based on the
price. The sales manager gave me attitude when i asked why he allows his sales guys to falsely quote out the door prices to get customers in the store and he kept dancing around the question and wouldn’t give me an answer. Then says «sorry for wasting a half hour of your time «in a smart-​mouthed tone upon hanging up.
Shop someplace else.

I bought my wife’s Cadillac at Heritage and had a great experience. Since then, I brought it back this week for an oil change and a multi-​point inspection. I expected them to come back to me with work that needed to be done or at least called for in the mileage and was pleased to hear that everything looked good and they didn’t even try to push extra services onto me like other places I’ve been. That goes far with me and sets me up nicely for future work and car buying needs.

Ok this place either sells a lot of cars or just had a problem servicing Cadillac young black customers. Either way after driving on the lot in my 2010 Camaro SS not one sales person came to even bother asking if I needed help. I just wanted to get info on an escalade because I can’t drive my Camaro in the winter. Wong be buying my car from here. Minorities stay away, as the sales person practically broke his neck to walk past me to ask an older white lady if she needed help as if my money isn’t also green. The enterprise guy came to help faster than anyone else. I felt sorry and almost rented a car lol

I went back to these assbags because I’m a masochist in denial.
I was greeted by a large jolly fellow in his 60s. He let me look around for a while, following me around and doing the typical sleazy salesman bullshit that makes my spine tingle.
When I asked him what type of availability he was going to have on the 2009 CTS-​V, he commented that «nobody» has them yet, and he wasn’t sure when they’d be coming in. Figuring I’d shoot the bull for a few, I mentioned that in New Jersey, people were *driving them* and buying them. My salesman got immediately defensive, insisting that clearly they were not 2009 models and that I must be mistaken. To further bolster his point, he called over another salesman who took an aggressive approach and insisted that nobody would have them for quite some time. I asked the second salesman what type of pricing they were expecting to see, and he stated that they’d be selling for well over sticker. When I mentioned that my friend had negotiated to purchase one at $ 500 over invoice, he balked and doubted my story.
What really iced the cake was when he said that I have a «hard on» for the car, but wouldn’t buy one from him. When I said «why would you sell one to me for $ 500 over invoice when you’re telling me you will sell them all over sticker?» he challenged me to buy one on the spot for my price. Unfortunately, by that time I wasn’t interested in being treated like garbage, and it was clear that he figured I wasn’t serious. He got even more hostile when I told him that I bought my first Cadillac there and was treated like crap before. His parting words to me? «If we treated you poorly before, why do you keep coming back?»
Good question. I drove 25 minutes to their largest local competitor and ordered the car I wanted at the price I wanted.
Stay away from these slimebags. I only wish the beloved Obama administration weren’t in bed with the UAW, otherwise I’d come back to Heritage with tapdancing shoes the day they’re told to shove it from Congress and the bailout boys of Washington.