Cadillac Of Murfreesboro

I live an hour away and chose this dealership for my Lyriq. Unfortunately, every interaction after the sale has been a fiasco. At purchase, they didn’t include my key card. They ordered one, but I’ve had to drive out here twice just to get it programmed. No one told me I needed both keys the first time, so that trip was wasted. They also said they would call me to reschedule, but a week later I had to call them myself. I was scheduled for my complimentary 7,500-mile service at 8:30 a.m. and ended up waiting for hours before my car was even touched. When I raised warranty concerns (the window module resetting, a rattle in the passenger speaker, and a crunching noise in the driver’s seat), I was told none of these could be looked at because they scheduled me on a Saturday and there are no EV technicians available on Saturdays. When I mentioned the BCM, the service advisor asked me, “who told you to ask this stuff?” which I found very dismissive and unprofessional. On top of that, after having me there for 2 hours, the first thing I was told was that I had a $400 tire issue and would be charged a $150 diagnostic fee when I came back for the warranty concerns. That’s not a good way to treat a customer who came in for a complimentary service on a two-month-old Cadillac. Between the key card fiasco and this first service, I’ve spent 10+ hours sitting in this dealership with little to show for it. I want to be clear, I love the car. But this dealership has made ownership extremely frustrating. Poor communication, wasted trips, long waits, and dismissive service are not what I expected from Cadillac. I cannot recommend Cadillac of Murfreesboro for sales or service.

I always feel I'm in good shape with my service adviser David. Murfreesboro Cadillac did a great job and on time. And also shout out to Jan the courtesy van driver. Super pleasant.

⭐☆☆☆☆ Very disappointed with the service department. My mother scheduled an appointment and specifically requested that they look at both the TPMS sensors and the Super Cruise system on her Cadillac. While they addressed the TPMS issue, the Super Cruise concern was completely ignored and never even discussed with us when the vehicle was picked up. To make matters worse, the pickup process was extremely slow. After paying, I waited more than 20 minutes just to get the vehicle brought around. For a Cadillac dealership, the level of service was far below expectations. What was most frustrating is that this didn’t feel like the Cadillac ownership experience we’ve received elsewhere. At other Cadillac dealerships, such as Franklin and Mount Juliet, the staff are attentive, proactive, and make customers feel valued from the moment they arrive. Whether it’s offering a bottle of water, keeping customers updated, or simply being attentive and respectful of their time, those locations provide the premium experience you’d expect when servicing a luxury vehicle. That level of customer care was completely missing here. It also didn’t appear to be an isolated issue. While I was waiting, I watched an elderly woman sitting in her Cadillac in the service drive for roughly 15 minutes without anyone approaching or acknowledging her. Seeing that reinforced the impression that customer service and attentiveness are not priorities at this location. We’ve had much better experiences at other Cadillac dealerships in the area, where concerns are addressed thoroughly and customers’ time is respected. If a customer specifically asks for an issue to be inspected, it should at least be acknowledged and communicated—not ignored.

So an appointment was set up at 10:30am to get another key fob by the salesman. They stated 1-2 hours of waiting. They sent me a text showing they had received my car and can reply to text or call regarding any questions or progress being made. 2 hours in, I sent a text checking status and they stated they just now had a free technician to work on the vehicle and would be about another hour. Almost 2pm finished my car. Very poor customer service

I generally schedule maintenance for my vehicles. Sometimes as life happens, things come up, time slips away we fail to schedule maintenance. I want to say thank you to Sabrina of the service department as well as the service technicians who were able to do an unplanned oil change and tire rotation when I was in the Murfreesboro area. As always, waiting area was clean and comfortable.