Dealer 2-Year Rating

Overall Rating

2.3 / 5
Customer Service
1.9  
Friendliness
2.2  
Overall Experience
2.1  
Price
2.5  
Quality of Work
2.3  
Service
1.8  

Dealer Reviews

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Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience

Incompetent customer service

By TVerwest on 11/15/2017 at 9:54 PM. Helped by Many.

In 50 years I’ve never experienced such a horrible service department at a dealership. They need to educate people in Utah that handle the calls. Think before you go to Cadillac of Novi. I will never buy a car there again.

I would not recommend this dealer.

Overall Rating

5.0  

5   Overall Experience

This dealer gets internet sales

By High rider on 7/25/2017 at 5:25 PM. Helped by Dawn Medecke and John Babon.

I was looking over a four month period of time for a somewhat rare, certified used 2016 XTS v-sport platinum with few miles (typically a GM program car). I may have contacted 4 or 5 dealers over that Timeframe and When a particular car on cars.com came up on a search, the interaction with the dealer never lead to a sale. I was beginning to think that no Cadillac dealer knew how to interact with and sell to an Internet buyer. When Cadillac of Novi posted the car I was looking for, I contacted Dawn Medecke, who handles internet sales and was absolutely terrific in providing me with information, videos detailing all aspects of the car, and interacting with the designated salesman, John Babon. I made an offer on the car and we were able to quickly come to terms. Paperwork was FedEx to me in Philadelphia Pennsylvania, and we essentially secured the transaction before I flew to Detroit to pick up the car. I spent maybe 40 minutes in the dealership finalizing a couple pieces of paperwork, then drove the car back to Philadelphia. It was the longest first encounter and test drive of a car I've ever done, but the car turned out to be everything that it was advertised to be. My local dealer in Philadelphia was not able to find this car for me. Kudos to cars.com and their advanced search engine for connecting me with this car, and to Dawn and her team at Cadillac of Novi for knowing how to interact efficiently with a buyer 500+ miles away. My experience suggests that very few Cadillac dealers have stepped up to the 21st-century and can master Internet auto sales. Cadillac of Novi is the exception, and has figured it out.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Never ever again

By Key Key on 5/30/2017 at 10:53 PM. Helped by Ed Jackson secretary.

Worst experience ever I told mr. Jackson so call Secretary not to run my credit and she ran it anyway and then lied about it after she had already told me that I was not going to be approved and when I called the Cadillac of Novi dealership someone told me they will check in to it and never called me back

I would not recommend this dealer.

Overall Rating

1.4  

1   Customer Service
1   Friendliness
1   Overall Experience
3   Price
1   Quality of Work

Worst experience EVER buying a new car

By shellig on 4/5/2017 at 7:12 PM. Helped by David Galad, Mike Hepworth.

to recap my entire, awful, experience with the dealership: In August I called to inquire about the SRX. I spoke to a very curt sales person who I had to call multiple times in order to get any info on the vehicle. I eventually gave up. I shopped at a different dealership and almost bought a Buick but found a SRX online and unknowingly contacted via internet sales Cadillac Novi. I spoke to Dawn Medecke at that time. She was wonderful and the only person I dealt with that treated me as a customer. I am not sure if it matters but I do receive and use the executive GM discount. Dawn had to give my sale to a sales person and I refused to use the person who blatantly blew me off in August and she chose someone else. This person was nice enough to deliver my vehicle to me which I appreciated. Within the week of having my new car I noticed a loud fan noise coming from my vehicle right away. I called my sales person and he had it picked up for service. Again, I appreciated that service. Service then had my car for a month. They never once initiated a call to me. When I called after more than a week of hearing nothing I spoke to Mike Hepworth who answered my call and inquiry to my car with "Whats up?". I then had to call every single week for an update and the dealership had my car for a month. When it was returned to me it was filthy inside and out. The GMC I had prior was at least washed and vacuumed when returned after service. Mike had also left a part in my car and after it was returned to me proceeded to finally call me. I assumed because now he needed something from me. I had long since gotten rid of the dirty part as I assumed it was trash. I spoke to the service manager and cried. He told me he was under no obligation to clean my car. Months later, I received a notice from my credit report that my GM Financial account from the vehicle I turned in and paid off through the dealership was over 30 days late. This was the final straw. Via email Cadillac Novi said it has done everything in their power to make me happy. I violently disagree.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Horrible Customer Service

By Andrew48371 on 11/29/2016 at 2:42 PM. Helped by Julius huff.

I dropped my car off around 9;45 am for a routine oil change. The service that was being performed( oil change, tire rotation, filter) was all covered under my program, yet he tried to charge me for them. I then left my vehicle there and went about my day. I never received any phone calls from them so I got a bit worried considering it was 7PM NOW!!! I called up and spoke with service receptionist. I then sat on hold for over 10 minutes finally telling me my car would be done by mid afternoon the following day. I let her know my paper work said it was going to be done by 11 am the same day! I was then put back on hold for another 10 minutes. I then hung up and started to drive up there to get my car. I was then told if I waited 45 minutes they would have it done. Why wasn't it done already was my main concern? I told then no just hand me my keys and I will go elsewhere. Never once was I told sorry nor greeted by the service manager. Customer service is by far the most important tool in any retail business. This place has none what so ever. Avoid this place at all cost! The service writer was Julius Huff! Absolutely Horrible!!!!!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

A pleasant buying and service experience

By Sam C. on 9/6/2016 at 1:53 PM. Helped by Tim Gault, Julius Huff.

This is the 2nd vehicle we bought used from Tim Gault and never had such a positive buying experience of any dealership in the past. There were some issues with the vehicle after purchase and Tim did everything to have the service dept. take care of it for no charge. Thank you very much Mr. Gault!

I would recommend this dealer.

Overall Rating

4.6  

5   Customer Service
5   Friendliness
4   Overall Experience
5   Price
4   Quality of Work

Had work done on my XTS and was completely satisfied

By jameswm1638 on 7/28/2016 at 7:45 AM. Helped by rod/rob.

Friendly, honest, and very professional the work was done in a timely manner, and they had a loaner car ready for me once I arrived. My service rep, (Rod/Rob) is great, friendly funny, and holds a wealth of knowledge about all things Cadillac. This is the only service center i'll use.

I would recommend this dealer.

Overall Rating

1.8  

1   Customer Service
1   Friendliness
1   Overall Experience
3   Price
3   Quality of Work

The service department has terrible customer service

By KellyH on 6/17/2016 at 6:33 PM. Helped by No names given.

I leased my car from Cadillac of Novi and loved my sales person. The service was outstanding, he got me a great deal, was polite and personable, did what he could to make me happy. Fast forward 3 months, I try to bring my car in for the first time for service and it felt like I was dealing with a completely different dealership. They acted like they were doing me a favor, wouldn't give me a loaner (even though I was promised to always have one), wouldn't guarantee an SUV (which is what I drive and need to fit car seats in). I thought maybe it was a fluke and forgot about it. Time to book my second service appointment and have had the same experience. This time I was told I definitely couldn't get a loaner, no one was willing to drop off or pick up my car, and when I said I would call back in a month when they have more availability, the guy quickly hung up on me. There seems to be a big disconnect between the sales and service departments. Unfortunately, I will not be signing another lease with sales because I do not want to deal with service. If they could lose the attitude and pretend like they enjoy their jobs, everyone would be better off.

I would not recommend this dealer.

Overall Rating

1.6  

1   Customer Service
4   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Place is a con artist

By krivard on 5/18/2016 at 3:32 AM. Helped by Matt, and service manager.

I was told it was going to cost $270 to find out why my sunroof was not closing after six and a half days of them finally getting to my car they called me back to tell me if I wanted to find out the problem it was now going to cost me $1,250 to drop the headliner. obviously I would have never paid that kind of money to close a window. and that wasn't even for the track, or the motor. the track was $1,450 and the motor was 413 dollars so it was going to cost me close to $3,000 to fix my window. This is how they handled me 6 days after buying a $30,000 2010 Escalade from them. unfortunately I had to give them one star but would have given them a -2 if possible. I would never recommend this place as I've never been treated like this after owning four different Cadillac since 2001. If it helps anyone out there and they ever have this problem take your car or truck 2 a place called shaders on 15 Mile and Gratiot I got the window, track, and motor all used for $75 from a junk yard and it was 300 to put it in. Lot different then 1250 just to find out the problem or 3000 to solve it. Absolutly unreal. I did give them a good review on being freindly as anyone would be to rape me for that much money and actually not do anything. They didnt even have to check a fuse or anything since there was power still going to the sunroof. They absolutly just used me for my money.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price

Horrible customer service

By Car Pro on 12/3/2015 at 5:19 AM. Helped by Kevin.

My car was towed over the weekend so Monday morning I spoke with the service man. He said he'd call me later to give an estimate. Three days later and after several calls to him and no response, I called to speak with the manager to ask what's going on. Well, apparently he doesn't call back either. When the service man finally called and I explained I've tried to patiently wait for his call, he tells me that I'm lucky that they were able to even take a look. One would think that just as we were loyal for purchasing the car from Cadillac of novi that their customer service would be impeccable. Unfortunately it's far from that!!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

Awesome buying experience - Certified 2012 Cadillac CTS

By JennS on 8/11/2015 at 12:46 PM. Helped by Tim Gault.

I sold my 2009 Cadillac CTS Sedan and I researched BMW, Lexus, Mercedes, Infinity, Acura and kept coming back to the Cadillac CTS - but wanted a Premium Coupe this time. These cars are very popular and owners do not let go of them - did a search for 250 miles and only found a few - called Tim Gault at Cadillac of Novi and he was pleasant and professional from the first conversation - drove 3 hours to look at the car and have to say that it was a no-fuss, pleasant purchasing experience - left there in my new (used) car with 100% of every feature I wanted on it - feeling extremely satisfied and not feeling that because I am a woman that I was treated unfairly or talked "down to" like I have at so many other dealerships. I am in sales and this is extremely important to me to - customer satisfaction. Great Job Tim and staff at Cadillac of Novi - in a few years when I am ready for another Cadillac - I will be back!

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Dishonest Service

By Hasmukh on 7/28/2015 at 5:37 PM. Helped by kevin stein.

very dishonest service department. I took my new cadillac cts 9600 miles for wheel alignment. Actual my miles driven was $7600 and warrenty didi not cover Repair Advisor Kevin Stein told me I need all four wheel Rim to be repaired which will cost me $1,200 but I might need new Rim. I took my car to Tire One and they told me my Rim is 100% fine. No problem at all. Only I Need alignment which cost me $79 Never take your new car to this delaership. They rob you plus they took more than 4 days just to fix small seat adjustment issue

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Absolutely awful

By Emcturner on 6/19/2015 at 2:22 AM. Helped by Jeff bernath.

I leased an ATS from this dealership. I can't say enough bad things. Although the staff may be friendly, it is completely phony. I was in and out of the service department for two years and finally decided to go to another dealership in the area. Once I went there, they were able to get my car bought back by GM and claimed lemon. The novi dealer was trying to make me pay for the issues when under warranty!!!!! Crazy. Don't go here. Troy is a much better dealership with genuine people who want to help.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience

Incredible Car-buying Experience I Won't Forget!!

By cmcphe on 5/12/2015 at 3:12 PM. Helped by Craig Hubble.

I found a pre-owned vehicle online and drove quite a distance to see the vehicle. The sales process was the most amazing experience I have ever had. Craig went above and beyond to make the experience pleasant and over the top easy for me. He bent over backwards to ensure I was completely satisfied with the vehicle even though I was buying a pre-owned vehicle. It felt like I was buying a new vehicle. The entire process was smooth, painless and the best I have ever experienced. I recommend this dealer to family and friends as the best possible car-buying experience you can have. Thanks Craig!

I would recommend this dealer.

Overall Rating

2.0  

1   Customer Service
2   Friendliness
2   Overall Experience
4   Price
1   Quality of Work

Horrible Customer Service and Terrible Body Shop

By sallycrutcher on 4/12/2014 at 6:35 PM. Helped by Service Department.

I leased a Cadillac CTS from this dealership and had nothing but trouble. This first started when my car was hit and I had to take it in for repairs on the back bumper and passenger rear side, The repairs took over a month and every time I called to see if my car was finished, as I was stunned it was taking this long, no one would return my calls. I found this annoying as I was still having to pay for lease payments as well as for a loaner. TERRIBLE CUSTOMER SERVICE WHEN NO ONE CALLS THE CUSTOMER BACK. When I was finally able to pick up my CTS, the dealership failed to fix the rear side door which was not able to open. The dealership also lost my paper work so I was stuck at the dealership for an hour and half. Also when I asked why the door wasn't fixed they were unable to give me a concrete answer. When I asked how long it would take to fix the door they were also unable to give me an answer. Considering I did not want to go another month without the lease I was paying for I just declined to have it fixed as the lease was up in a month and a half. Therefore, I had a new car that didn't have a functional passenger side rear door - the door would not open as it was jammed. After deciding that I was not going to lease another car from this dealership, I leased an Audi A6 from Suburban of Farmington Hills. They actually delivered my car to my house for me. The customer service was and is outstanding. Yesterday, when I returned my leased Cadillac, the employees were in complete disarray. They lost my keys while I was there because they had four different people servicing me and they neglected to return my plate. Today when I called to ask where my plate was they said they would call me back. They never did. When I called a second time, the employee basically told me that I must be crazy because they always return the plate when the lease is returned. I bluntly explained that was not the case and it was their fault. They told me they would call me on Monday to see if they could find it. No apologies were offered. Furthermore, when the dealership realized I was not leasing another car from them they basically didn't give me the time of day. I highly DO NOT recommend leasing or buying a car from this dealership. They provide nothing but headaches and frustrations. Now, I am left to decide what I'm going to do without my plate. Hopefully they will find it or realize they will have to reimburse me for it - but probably not. HORRIBLE DEALERSHIP!!!!!!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Price
5   Quality of Work

I was treated very politely, and the dealership employees...

By zapataj on 3/6/2013 at 5:45 PM. Helped by Craig Hubble.

I was treated very politely, and the dealership employees bent over backwards to help me find the exact vehicle I was looking for in the price range I was looking for. I recommend this dealership.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

No B.S, professional, friendly, straightforward . Told...

By Eyecare on 1/25/2013 at 11:52 PM. Helped by Mike Miller, Dawn and Tim.

No B.S, professional, friendly, straightforward . Told Mike what I wanted in a car and what I wanted to spend, he made it happen. Went all the way to Indianapolis to get it. That's dedication

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

The staff was extremely helpfull and polite! They...

By Bobber90 on 8/3/2012 at 2:33 PM. Helped by Dave Galdes, Dawn Medecke.

The staff was extremely helpfull and polite! They answered all my questions and worked with me to get into the vehicle I wanted! The most important thing, they were not pushy at all. In fact, I felt very secure that they wanted to sell me a car that I wanted and they were not desperate to do so!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

If you are seeking a friendly, honest, knowledgable,...

By Katontheprowl on 8/1/2012 at 11:39 PM. Helped by Bob M and Dawn M.

If you are seeking a friendly, honest, knowledgable, professional, and pleasant experience in making a major purchase? If you want to make a deal that is free of pressure and lots of hospitality? Then Cadillac of Novi is the dealership for YOU! My husband and I made an initial contact by email with an immediate response from Dawn M. Wow! The response time was amazing! We went to the dealership to meet her and we were greeting by several other sales consultants with a smile until she was available. When Dawn and her partner Bob M greeted my husband and I we were very impressed! The deal was put together and all of our questions were answered by Bob. The experience we had surpassed any and all we have ever had when making a major purchase such as this one! Being a first time owner of a Cadillac, Bob and Dawn make this experience an unforgettable one! Thank you so much for make my purchase of our 2012 CTS Coupe, the experience of a lifetime! Bob M and Dawn M are our Dyanamic Duo of Cadillac of Novi! What a truly incredible experience! Thanks Cadillac of Novi! David and Kim Marion

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Dawn and Dave went above and beyond our expectations in...

By megpence on 7/24/2012 at 11:09 PM. Helped by Dawn Medecke, David Galdes.

Dawn and Dave went above and beyond our expectations in helping us to find a car that was in the budget we wanted. Their friendliness, patience and knowledge are second to none. The service we received was more than we have ever gotten at any other dealership...they delivered our car to Lake Orion...having driven a BMW and Audi, no one has even offered to deliver our car to our home. The drive out to Novi to test drive the car and get an appraisal on our trade was well worth the time.

I would recommend this dealer.