Cadillac of Novi

Overall poor experience so far. I have given an extra star just because the service is quick with no wait and courtesy car is a bliss. Low rating because of multiple experiences.
— Purchased a PEP vehicle which had a dent. I was told it will be fixed by the time of pickup and it was not.
— A large humming noise from the front tires made me take it back. they said it was bad tires and put new tires on it free of cost. i was happy and drove the car for another 3000 miles to have the same issue on new tires. They didn’t fix the root cause initially and now they say they have fixed it but they denied to get me new tires, even though i have tire and wheel warranty.
— There was another dent from the dealership when i picked the car up after an oil change. They said it will take time to fix it so i documented the dent (picture) and told them i will get it fixed during the next oil change. But for the next oil change, the personals appeared to have forgotten what they claimed before. They charged me to fix the dent and asked me to buy touch-​up paint to do the painting myself — poor customer interaction.

Jay (sales) and Terri (finance) did an outstanding job with my transaction. I had a couple hour trip to the dealership and Jay had a lot of the work done ahead of time so I could arrive, complete the transaction, and be on my way again! Terri found some options I didn’t even know I had, and lowered my interest rate while at the same time getting the vehicle certified! They even returned my rental car for me! Top notch, professional, and very personable!

Kevin Stein is amazing he saved the day when I was not being taken care by another service rep at Cadillac of Novi. I would recommend him to any of my friends or family members. He called me to assure the work was done on my vehicle in a timely manor & had my car ready for pick up when I arrived. Thumbs up Kevin will be back to see yah again in the future!

Don’t EVER buy a USED car from this dealer when it’s raining, snowing or too dark to where you can’t see the body of the vehicle clearly. Unfortunately, this dealer isn’t about full disclosure. I purchased a used vehicle from here. It was late and the sales person (John) seemed to be in a hurry and didn’t care to spend too much time with me. Nevertheless, we made the deal and I drove off the lot. The day after I drove it home it rained most the day so i didn’t get a good look at it, until the following day. The entire rear quarter had been smashed in and looked like it was fixed and repainted by a 5 year old. Dealer said «Sorry, SOLD AS-​IS.

Wonderful experience! Took delivery of our second Cadillac today. David Galdes was a delight to deal with. Would not lease a car from another Michigan dealer.

am always treated with kind service I feel like I can go there and is my home dealership where I can hang out spend time and always get guided with the best direction thing thank you for always making a difference

I worked with John Babon on trying to purchase a 2008 Land Rover Range Rover. I spoke with him the day before and assured him that I would come in to test drive the SUV in the morning as I was looking to purchase it for my wife. He assured me that he would have the SUV ready for me upon my arrival. As I was arriving at the dealership I called to verify the VIN number for my bank to process the loan for the truck. He then told me that the truck had been sold and they did not have the keys for me to test drive it. This was very upsetting news as I was more the excited to see this SUV. He told me that the only way he would sell me the SUV was if I came with a check and he would overlook the other salesman’s sale and act like he didn’t know. I informed him that I did not feel comfortable bringing him a check as I had not driven or seen the SUV yet. He told me that there wasn’t much to see or think about as the SUV had such low miles. I informed him that the Carfax indicated an accident and 4 previous owners with only 40,000+ miles and anything that I spend $ 26,000 on would be worth much consideration.
As I arrived, John seemed overwhelmed. I waited at his desk for him only to come and tell me to go out to the SUV as he searched for the keys. When I saw the SUV i could tell that the collision repair had not been done well. I came back in to let John know that I was not interested in the SUV but saw another on the lot that I really liked and saw him arguing with another customer about a spare key that he promised her for her Cadillac XTS. He was so rude to her I was instantly discouraged. I explained to John my concerns about the Range Rover and the customer service I had received; before I could continue he interrupted me and began to yell at me and tell me how he had been upfront with me and could have given me a «bull shit» story but he didn’t. I was so embarrassed as I was being condescended in front of all of the other salesmen and customers. I thanked John for his time and quickly left the dealership.
This was the worst experience I have ever experienced at a dealership. I have purchased a new car every year for the past 9 years for my wife or my self and I only came to Cadillac of Novi based on a recommendation by my brother who had a positive experience purchasing a new car. That will certainly be the last time I set foot in that dealership and I will be sure to inform anyone I know in the market to steer clear as well.

DO NOT ALLOW THEM TO HANDLE YOUR LEASE TURN-​INS
Just want potential customers to be aware of an issue I had. I leased an ATS at Cadillac of Novi and the leasing process was pretty smooth. My problem was with a service that they offer to customers. I was ending the lease on my Toyota Camry and had about a week left before it needed to be turned back in. My salesperson Jeff Berneath told me that they had an individual at the dealer that handled customers lease trade ins and that they would transport my vehicle to the closest Toyota for me. Boy how much i wish i would have declined this service. I agreed, did another look over my vehicle and left in my ATS. I contacted Jeff a couple of days later to double check that my Toyota had been turned in and he assured me that they had taken care of it. Fast forward a couple more days, i double checked with Toyota and they indicated that my car HAD NOT been turned it. I called and emailed Jeff to ask about this, and he told me he needed to talk to the guy responsible for the lease trade-​ins. When he called me back he said that they had LOST my KEYs! I was furious because with that going on, i couldnt even go pick the car up and return it myself. A day later Jeff calls, letting me know that he, himself was driving my car to Toyota. I let him know that at that point my lease was over-​due and Toyota was charging me late fees and he told me that he would take care of the charges. That is the last I have heard from him as he has stopped returning my phone calls and emails. I ended up contacting Ed Pobur the general manager to make him aware of the issue and even faxed over the paperwork showing the extra charges from Toyota. I double checked with him to make sure he received everything and he said he would look over everything and call me back. Well he never did either and i also haven’t been able to get in contact with him again. The whole situation is ridiculous and although I understand that this is an extra service that they provide, the carelessness they showed by losing my keys and than ducking and dodging my calls has definitely tainted my views on the dealership. Just want the public to know, so they dont make the same mistake. Cause apparently like some other reviews have indicted the customer service ends once you sign the paperwork and pay your money. I personally have told my friends, family and co-​workers at GM to avoid this place and go to one of the other Cadillac Dealerships in the area

They lost out on a sale and customer today!
Not that it probably matters to them but they really need to reassess the employees they have who represents the dealership.
The sales person treated us like crap. I made an appointment this past Monday to see the car on Thursday at 5pm. We happened to be in the area sooner in the day because we wanted to avoid the rush hour traffic. We called in and made sure if it was okay to arrive early and we were assured that it was and that the sales person would be notified.
Upon arrival and meeting the sales associate, we asked to see the car and were told its out for brake service. We asked if we can come back at 5pm for our scheduled appointment and he said he it won’t be done then either. So no curiosity call to let us know not to drive all that way? I understand things happen last minute but he really needs some customer service skills. We asked to step away for a second to talk about a few things and he told us that 3 other people want to drive it also, put his coat on and went outside and drove off of the lot in a vehicle. I’m in the hospitality industry and this is the worst customer service I ever seen. Maybe because I wasn’t in a suit and tie, but don’t judge a book by its cover. I had a cashiers check made out to the dealership to purchase the car today. I’m sure Mercedes of Ann Arbor will be happy to take my business as they had a similar vehicle i am interested it.
Hopefully they can get their act together. I just recently purchased a Cadillac XLR and am now skeptical about the service department also. I might just have to drive out of my way to be appreciated.

It’s a very rare thing for me to compliment a dealership because I have very high expectations about the knowledge and customer service a dealer should provide for higher end vehicles.
I just picked up a CTS-​V yesterday and I must say that Mike P is one of my all-​time favorite Salesmen. He was knowledgeable, patient, fast and thorough with all our interactions. Don’t let one or two less than perfect intetactions with Salesmen taint your views of this dealership.
Go see Mike P and tell him you were referred by Susan B with the CTS-​V. Let him show you personally what an amazing delivery experience entails. See for yourself!

Back to back me and my husband have bought our cars from this dealer. Every time it was a delightful and smooth experience. Friendly and helping staff make everything easy for you !!!

Chris in the service department provided superior service. My wife dropped off the car from having road issues and Chris helped her to transfer groceries into a a loaner. Chris called me everyday with an update on diagnostics and road test. I wouldn’t take my car anywhere else!

Was very unprofessional to me with not answering my questions and waited until last minute playing phone tag to tell me they no longer had the car when they could of left me a voice message telling me that.
I do not suggest, will never be back and will dismiss them if i ever see their fake advertisements of a vehicle. Avoid even looking at their inventory since it is not up to date and their limited open hours are only during when someone is at their own job which is ridiculous.
Seriously, its just best to avoid dealing with them as they don’t know how to respond to customers with information and just not professional.

Extremely well maintained service department. The staff was cheery and a pleasure to work with. They made sure I was treated well when I dropped my Cadillac off for an oil change. This is the way all service departments should be run.

I am always treated with kindness and respect at Cadillac of Novi. I have recommended many friends and family to this dealership. The sales staff and service is outstanding. The waiting room is comfortable. The manager Kevin goes way out of his way to take care of his customers. Service is professional and top notch!

I leased a Cadillac CTS from this dealership and had nothing but trouble. This first started when my car was hit and I had to take it in for repairs on the back bumper and passenger rear side, The repairs took over a month and every time I called to see if my car was finished, as I was stunned it was taking this long, no one would return my calls. I found this annoying as I was still having to pay for lease payments as well as for a loaner. TERRIBLE CUSTOMER SERVICE WHEN NO ONE CALLS THE CUSTOMER BACK. When I was finally able to pick up my CTS, the dealership failed to fix the rear side door which was not able to open. The dealership also lost my paper work so I was stuck at the dealership for an hour and half. Also when I asked why the door wasn’t fixed they were unable to give me a concrete answer. When I asked how long it would take to fix the door they were also unable to give me an answer. Considering I did not want to go another month without the lease I was paying for I just declined to have it fixed as the lease was up in a month and a half. Therefore, I had a new car that didn’t have a functional passenger side rear door — the door would not open as it was jammed. After deciding that I was not going to lease another car from this dealership, I leased an Audi A6 from Suburban of Farmington Hills. They actually delivered my car to my house for me. The customer service was and is outstanding. Yesterday, when I returned my leased Cadillac, the employees were in complete disarray. They lost my keys while I was there because they had four different people servicing me and they neglected to return my plate. Today when I called to ask where my plate was they said they would call me back. They never did. When I called a second time, the employee basically told me that I must be crazy because they always return the plate when the lease is returned. I bluntly explained that was not the case and it was their fault. They told me they would call me on Monday to see if they could find it. No apologies were offered. Furthermore, when the dealership realized I was not leasing another car from them they basically didn’t give me the time of day. I highly DO NOT recommend leasing or buying a car from this dealership. They provide nothing but headaches and frustrations. Now, I am left to decide what I’m going to do without my plate. Hopefully they will find it or realize they will have to reimburse me for it — but probably not. HORRIBLE DEALERSHIP!!!

For starters, the facility itself is fantastic — equal to what you’d experience in an Audi or other high-​end German dealer. I stopped in for an oil change on my CTS yesterday and Marc got me in right away.
I barely had time to finish my coffee when he came back to the lounge to tell me that my car was ready. He walked me right to the cashier, shook my hand, and thanked me for my business. Truly a class act. He even gave me a very nice Cadillac key chain on my way out the door! Even though it’s about 30 miles away from my home, I’ll definitely be going back there for service in the future.

This is an excellent Cadillac Dealer. They treat you with respect and courtesy.

We leased an ATS from Mike Miller a few months ago. He is an exceptional sales man. Would never go to anyone else. The dealership is top notch on customer service. Will never go anywhere else.

I leased my cts about a year ago and loving it. The sales person (Shane) was very helpful and wasn’t like most salespeople, who are pushy and annoying. He didn’t pressure my wife and I and allowed us the time to discuss our decision before making the decision. Last weekend we took the cts in for a oil change and checkup and everything went great again. Would definitely lease a car from them again