Hertrich Cadillac of Salisbury

This dealership is absolutely phenomenal. From the start, Shelby was knowledgeable, kind, and truly went to bat for us. Our situation wasn’t easy, but she made sure we drove off in exactly what we wanted—our Cadillac Escalade. She teamed up with sales manager Carlos, who took his time and worked the deal in our favor. Not only did we get the truck we wanted, but he got our payment even lower than expected. They both went above and beyond—no shortcuts, no pressure, just real effort A LOT OF EFFORT! Honestly, this kind of customer service is rare these days. Most dealerships make you feel like just another number—but not here. Shelby and Carlos actually care and it shows. We couldn’t be happier. If I could give 10 stars, I would. If you’re buying a vehicle, go see them. You won’t regret it!

UPDATED: Sept. 8th got an email informing that they didn't replace the motor like the service department and Chad Todd told us they were doing for two months. Instead they replaced the camshaft and led us to believe the whole time and after the work was done that the motor was replaced and they finally sent me the paperwork! I wouldn't recommend the sales department nor the service department and the General Manager Chad Todd have terrible customer service. We purchased a 2019 Escalade from then back at the end of April. About three weeks later we had to make appointment to take it into the service department because it was making a loud noise, the wheel sensor need to be replaced and the DMV was showing a code that needed to be fixed. So we took the truck in for the appointment the next day we got a call saying it was done. Got there and was informed nothing was done because they couldn't hear the noise. You could still hear the noise when you started the truck so we had someone come and look at it while we were there. They heard the noise so we left the truck there to get fixed. Well a week later I called up there to find out what was going on and they informed they couldn't hear the noise so the truck was just sitting there! We told them one of their mechanics heard the noise and told us what the problem was. Two days later we get a call saying the truck was done that they changed the alternator. For the truck home and still could hear the noise so we recorded and took it back the next day. Thirteen days later we get a call that the truck needed a new motor! She informed us she would call us Monday or Tuesday with an update. Didn't hear from her again. This was June 16th and we took the truck in May 21st. We had spoken with Carlos about doing a buy back because of this issues with the truck. So we waited until July 9th to go into the dealership to find out what was going on with the paperwork with the buyback and all. Well that's when Chad came out and informed us that they won't buy the truck back. According to Maryland Lemon Law if falls under a lemon vehicle and he refused to take it back. Chad informed us they had been bragging their feet on fixing the truck because they didn't know what to do! Now remember we were informed back in June the paperwork was supposedly already turned into the warranty company for the motor to be replaced but it never was. At this point we had made two payments on a vehicle we didn't have but for three weeks. Before we left Chad promised he would call us the next day but never did. July 16th still didn't hear anything so went back to the dealership and spoke with Chad when he told us that they are going to use our warranty to fix the truck and once fixed he will get us out of the truck. At this point they had they truck for two months. He said it should take them two weeks to fix it. August 2nd truck still not ready. August 24th we got the truck back three months later! The truck still isn't fixed. The truck is idling rough, wheel sensor and the code still isn't fixed. On top of it we don't have the tags nor the fob they have or the paperwork showing the work they supposedly did. I have texted Chad over the Labor Day weekend and we texted back and said "Yes ma’am. I will be in touch on Monday to figure out how we can rectify." Here it is Thursday and he's ignoring calls and texts. The truck is dirty with black marks all over the driver side floor and some kind of mess in the backseat floor. When we took the truck in it was cleaned because I had to do a complete clean on it when we first bought it because it was disgusting. We have made four payments on a vehicle we can't drive and didn't have for three months and the dealership doesn't want to correct the problem. Oh and this is the short story. I have attached two pictures of what the floor looks like. I wish I could add a video. I wouldn't recommend buying from there and if you do make sure to look the vehicle over really good and don't take it back to them for services.

Hertrich Cadillac of Salisbury, MD, provided great customer service, especially in comparison to the Dover, DE, location, as well as had an excellent condition vehicle at a fair price, which we happily purchased and left the dealership planning to return to purchase another vehicle soon, not expecting the great customer service to turn into lies and being ignored. Cole, sales, and Rachel, sales manager, were excellent, until they made the sale and then their true characters were revealed. It has been approximately two months since purchasing a vehicle from them, despite being told numerous times items were “being mailed today”, they never were. A simple request for a bottle of touch up paint, which Cole assured us he ordered at the time of the sale, was a lie. Rachel also stated the touch up paint and service records would be sent, more lies which were then followed up by completely ignoring calls and messages. Even the service department failed to fulfill requests which were “promised”. Overall, the vehicle the dealership sold is great, but the complete experience after driving away from the dealership has been pathetic. Cole and Rachel, nice job being typical sales associates until you made the sale, your follow-through was pathetic and caused two customers to lose all trust in Hertrich as a company. Sadly, both the Dover, DE, and Salisbury, MD, Hertrich locations we visited both proved they are practicing within “Hertrich Family” protocols, of being liars.

I can't say loud enough or often enough. What a great experience this was. Not only is the lyriq the best thing I've ever driven, But the service here was top notch... Everyone chipped in to make my experience really wonderful. And Carlos and his team always goes the extra mile. When you buy a luxury car, it's nice to be treated like royalty!

Dealership already charges a steep price for an oil change. Then to add a service fee on top of that when you pay with a charge card is ridiculous. Time for me to find another dealership.