Poor Service All Around
Ever since purchasing my XTS from Valley Cadillac in Rochester, NY, I have had terrible service at the dealership and through Cadillac Customer Care. You pay for a premium product and get jerked around, that about sums it up. I have had nothing but issues since buying my car through Valley Cadillac. I should have known at the sale that the service would be atrocious, but Valley has essentially waited out the bumper to bumper warranty through malice or just sheer incompetence. There have been many service related issues(heated seats not working which I fixed by replacing the battery after I was told it was working as intended, key fabs not working soon after pick-up and was told I could purchase a new fab battery through Valley, promises made during the sale that ended up being lies about car features, always being made to feel as if they are doing you a favor to honor the warranty). I have made multiple customer service requests with little assistance from Cadillac. However, issue I will not let go of is that I brought in my car for service in March 2022, well within the 4 year bumper to bumper to warranty, for issues with driving (bad vibrations, wheels locking when starting from stop, turning). After having the car for 3 days, the issue was dismissed as having an uneven wear to the tires, which I purchased in October 2021 and a small bend in the rim. On hearing this I did not believe that it was true and I took it to another repair shop where they informed me of worn pads and calipers that were so gummed up they needed special equipment to release them. Calipers were covered and Valley did not replace or address them at the time, now the coverage is ended. I have no faith that Valley will make good on partial or full reimbursement for the cost to replace the calipers, they have done absolutely nothing right in the past and that is my mistake to trust that an established dealer who has figured out how to avoid their obligations to cover parts under warranty, by saying that everything is working as intended and waiting for the warranty to run out. They are awful and nothing has changed in the 4+ years since purchasing my vehicle. If I could do it over I would stay away from Valley.
By Michael