Heritage Cadillac

This dealership does not have good customer service. It has been declining for past year and a half. The service employees are very slow in returning calls and giving you updates on your vehicle status. My vehicle was in their hands for 48 hours and I was not given a loaner vehicle. I have been without a vehicle for 2 days, which prevented me from going to work and running errands for my family. The manager of the service department did not return my calls or emails, but referred me back to the service employee who I had issues with. I do not appreciate the service with this dealership.

This review is about the service and experience I had with the Heritage Cadillac and Mitsubishi dealership in November 2015. I will absolutely not recommend this dealership to anyone after this uncalled for experience. The dealership worked on my Mitsubishi Endeavor a couple of times in 2015 and the last time in November they failed to inform me that one of their employees backed in to my car while it was on their property just a few days before I picked it up. I had actually talked to the dealership during the days before I picked it up and nobody mentioned this incident. As with any type of accident, as soon as it happens the owner should be notified. I was not at all notified by anybody I had talked to! Several days after I did talk with the Service Manager Jeff Burns and he told me he knew about the accident. Well then why didn’t you call me when it happened or have your service gals tell me! They didn’t even know about this when I pointed it out (story comes next). Instead I did not notice it until I got out of my car during a stop before getting home and saw damage that was definitely not mine… crack and scratches all along the drivers side passenger door to back bumper. I immediately called the dealership and said I think somebody hit my car while it was in the shop. They didn’t know anything about it asked for me to take a picture and send it. I said no I’m coming back right now to show you. The service lady I was dealing with agreed somebody had hit it after she looked at my car and then had to go ask around to see how this happened. Turns out one of the guys that worked on my car did back into it while it was parked but only put his phone# and copy of his insurance card in my glove compartment. No apology note and no explanation on the piece of paper. He came and told me «oh yeah it’s in your glove compartment» How on earth was I supposed to know to look there and to know what he did! He wanted to handle it via independently with his insurance and not the dealership. I said okay and I filed the claim that day. What I find shocking is the dealership acted like this was okay and not a big deal. The manager didn’t even come apologize when I was there. It was as if this was just brushed off and happens all the time. However when I brought back one of the loaners weeks prior (while it took weeks to have my Mitsubishi worked on) they made a big deal out of an inch scratch on one of the tire rims for a loaner that I brought back before the max miles were met (being a nice customer). They then found it necessary to charge me for the scratch. I am a very honest person and told them I have no idea when and how it happened based on the tire it was on, but I nicely paid the fee. I had a different loaner prior to that one and no damage and I take the same routes each and everyday. But like I said, I paid it and didn’t fight it. They then sold the car (made money of course) after it was fixed. I can guarantee the damage that was on my car was more than fixing the tiny scratch on a wheel rim when that is a very common scratch.
I wrote a letter to the dealership on 12÷8÷15 (way longer than this post with all my service history with them) and how I think it is only appropriate that they refund me the $ 200 that I paid towards the loaner’s tire scratch. The employee gets to continue to work and act like this wasn’t a big deal. Since the dealership didn’t report it what’s to stop him from thinking they couldn’t hide such an incident again. I can almost bet if my car was a fancy new car they would have taken care of it immediately and called me. However, my car was about 11 years old and I was already thinking about selling it, so this employee lucked out but doesn’t have to take any consequences for what he did. Again, this is why I at least deserve the $ 200 back. The dealership has not responded to my minor request. They lost my future business. I want to make sure anybody that thinks about going to this dealership and service shop takes this into consideration. I went here because looking at reviews they were good. But after going through this unethical, frustrating, and bad customer experience I do not want anybody else to go through this. The nice breakfast and giving loaners is nice, but this experience trumps all of that. Don’t let that coverup how they truly treat their customers’ property. A person’s car should be put first and much more than a loaner. I felt like my car was not treated as it should have been and that the dealership was trying to hide an accident thinking I wouldn’t notice in time. Who knows, if I hadn’t notice it I bet they would have tried to deny it down the road. That’s my honest opinion about this dealership. Hitting a customer’s car on property and not telling them is UNCALLED FOR!
Avoid this dealership and service department!

I will never bring my car here for anything obviously they are too busy to check or top my fluids off because my car ran hot because there wasn’t any coolant in the vehicle no leaks detected just malicious service behavior Heritage can kick rocks and I will tell everyone I know about the mishaps with

I was seventh in line one morning for an oil change… I thought, ugh! A little more then a hour and free lunch, shaazam! My Caddy was ready to roll.