Willis Cadillac Service Center

Sadly, I have noticed a decline in customer service provided by the dealerships service department. I was assigned a new-to-me service advisor since Aaron entered sales & Dylan was booked out on the day I had the appointment. This review is for neither of these two advisors, and I appreciate all they have done for me in the past. I began noticing a metallic pop noise coming from the front end of my 2022 Cadillac when making right turns. I took my vehicle in for an oil change & diagnosis of the issue on June 17th & was not given a loaner vehicle because it should have been a quick service & diagnosis. Unbeknownst to me I would be without my vehicle for nearly 3 weeks due to their systems being hacked (CDK Global Shutdown) and inability to perform the repairs or order parts. After a few days, I contacted them & advised them I would need a loaner vehicle; I was told no initially & after a week I was able to get a loaner, but the willingness of the department to allow for it was discouraging. The disappointing part to this was I had little to no updates from the service advisor that I was working with in the 3 weeks their systems were down & I would had to initiate the phone calls to check up on the status of my vehicle. After the shutdown of their systems was over, they were able to diagnose, order and replace the rack and pinion on the vehicle. I picked up my vehicle the second week of July. Upon driving it home, the alignment was so bad the steering wheel would jet off to one side or the other while trying to maintain my own lane on the interstate. I returned the vehicle the next day due to safety of myself and others on the road. How no one noticed this when driving the vehicle as much as they stated they did, I have no idea. Again, they kept the vehicle starting on July 12th, with little updates coming from the service advisor. On the 25th of July I was contacted and asked to test drive it with my advisor to ensure that what they had done (torqueing lug nuts) fixed the issue. Upon driving the vehicle with my advisor it was clear the issue was not resolved and I left it there, again. During the drive the advisor said repeatedly that this was normal and disputed my claim of even hearing the noise at all, as if I were making it up. I was advised the following week that they had done all they could and that they contacted GM and even test drove brand new vehicles on their lot and that this was a "normal" sound and nothing to worry about. They had driven the vehicle daily and it didn't make the noise for them and I was now to pick it up. The Service Manager only made minor contact with me on the day I picked up my vehicle for the final time, which made me believe that they had little interest in actually fixing my car or maintaining a good customer service relationship. I have not been back to this dealership since and have since taken my vehicle and had it serviced at another GM dealership, who was surprisingly able to diagnose and fix the issue within a few weeks. The noise that started as only happening when making right turns progressively got worse to both directions of turning and even when not making a turn. I have to have faith in the service department for a dealership in order for me to purchase vehicles, and Willis Cadillac's service department has severely underperformed when I needed them most to ensure the safety of my vehicle. This is disheartening for me because the sales department did nothing wrong, but I have to depend on the dealership as a whole entity. Willis Cadillac has now lost a valuable customer and I would not recommend the service advisor I worked with to anyone. I am more disappointed in the fact that I was not compensated in anyway for the inconvenience of not having my own vehicle for nearly 3 months and was ultimately told to just deal with the unsafe nature of my car.

Great working with Dylan, getting warranty work done with no problem despite it not being a Cadillac! Awesome customer service and one of the nicest dealerships I’ve been in around town.

James rocks! He's attentive, intelligent, professional, and down to earth. He exemplifies the Cadillac emblem and its meaning.

My service advisor, Adam Nelson is the best!