Royal Cadillac

I’ve been taking my vehicle to Royal Cadillac for years and found them to be the best maintenance option for the long term care of my vehicle investment. They are Cadillac so you expect excellence, but Royal Cadillac has a secret that separates them from other operations. Their people! Who ever hires the service and maintenance team deserves high recognition for his/hers ability to bring in exceptional professionals. One of those professionals is Anthony Burgess. He has earned a well deserved shout out for his extraordinary customer service, attention to detail, ability to get things done and do it all with a friendly and genuine desire to help. He is a “get it right” kind of person who knows the mechanic side of the business and is able to interact with the actual maintenance team to get the problem articulated correctly and stays involved throughout the process to assure it is fully taken care of. If he tells you something, you can take it to the bank. No upsell or BS. And the honest part is huge in today’s world. This has been the way he has taken care of my vehicle for several years. It has not been hit or miss. He is an outstanding addition to Royal Cadillac and I thought it was high time I took the time to let other folks know. Anthony Burgess: Simply an outstanding customer care professional !

I’ve had multiple frustrating experiences with the maintenance department at Royal Cadillac. Every time I go in for an oil change, the customer service is consistently poor. The staff that are supposed to help you barely acknowledge you. You can be standing there talking to them, and they won’t even look up from their computer. When they do respond, their answers feel rushed, unhelpful, and honestly a bit rude. It feels like customers are an inconvenience rather than a priority. Basic courtesy—like making eye contact, listening, and pausing what you’re doing to help someone—is completely missing. I expected a much higher level of service from a dealership like this, but unfortunately, that has not been my experience at all.

I’ve been coming to this Cadillac service department for close to 10 years, and while my experiences haven’t always been great, today was exceptional thanks to Aaron. Aaron was mindful of my time, kept the process efficient, and communicated clearly about my vehicle every step of the way. For the first time in a long time, I truly felt like I had a service technician I could count on and someone who genuinely had my best interest in mind. Excellent customer service makes all the difference, and Aaron absolutely delivered that today. Thank you for making this such a positive experience.

Service dept was great. I take my car in for oil changes & am always acknowledged & treated nicely by everyone. Recently took my car in for repair; overheating. Brian got me in right away. Had a very nice loaner vehicle but Brian remained in contact with me about timing & price which was very helpful.

I purchased a vehicle from this dealership, and the dealership arranged third-party shipping, charging a delivery fee of $1,800. On January 2, I was told the vehicle would be picked up on January 6 and delivered by January 10. On January 9, I was contacted by the third-party shipper and informed that the vehicle had actually been picked up on January 8. I did not receive any communication from the dealership regarding the delayed pickup. On January 13, I contacted the shipper again and was told the vehicle would be delivered on January 14. The vehicle was ultimately delivered late, and throughout the process I received no proactive communication or updates from the dealership, despite the dealership arranging the shipper. All updates required me to contact the shipper directly. I also sent an escalation email to the dealership on January 15 seeking clarification and resolution and did not receive a response. The vehicle ultimately delivered late in the evening on January 15. Upon delivery, I discovered additional issues. The vehicle had approximately 333 more miles on the odometer than what was stated on the signed odometer disclosure, and the all-weather floor mats and all-weather cargo mat included in the Interior Protection Package were missing. This is unacceptable and I expect better from a dealer, especially a luxury car dealer. Updated on January 19th: Joe called me this morning and apologized for the issues with the shipping company and the lack of communication from the dealership. He also apologized for the discrepancy with mileage and the miscommunication regarding what was included with the car. He is even sending me all weather floor mats to make up for the miscommunication. Ultimately, I appreciate the accountability by the dealership and doing something to make things right.