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December 2023 by Jeff R.
I really do not like to write negative reviews but I feel I must let people know my experience. I will limit this to my experience with the Service Department, not sales, finance or any other department at Brogan. Also, I am still awaiting full feedback from senior management so if they intervene I will update my review. I am hoping for good intervention by Nicole the manager. If so I will keep you posted.To make a long story short the Service Department caused significant damage to the external paint and facia of my 2023 Escalade V. The Service Manager Mike F. has told me he accepts no responsibility for the issue. This is really an unfortunate position because the Service Dept themselves did what I specifically told them not to do which led to the damage. Yet the Department Manager accepts no responsibility. Frustrating and my exchange with Mike was sadly one of the most unprofessional I have ever had the misfortune to be a part of.Listen, everyday things go wrong in business, its when mistakes happen that we depend on professionals to be accountable. Mike F of the Brogan Service Department is in my experience not a professional and cannot be counted on to fix mistakes when then happen. To avoid this happening to you, I suggest you look elsewhere for service of your expensive Cadillac vehicle.Good luck to all.
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November 2023 by Antonio E.
Good customer service. Got my car in and out with loaner car. Service wa fast and responsible priced. Much appreciated staff was super supportive and helpful throughout
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August 2022 by Jose N.
Time to return leased car.When I leased my 2019 Cadillac XT5 a few years ago, it was one of GM lease offer deals. So, there were no haggling over price or banks rates, the offer was the offer it was a smooth transaction. Now my lease is up, and I have decided to purchase the vehicle. I contacted the original salesman, Joe Diamond. I explain to him that I was ready to purchase the vehicle off lease. He then said he would call me back once he has all the financing put together for me. When he called me back, he said that my credit was great and was approved by the bank. But then came the Dealer "Stealer" pitch. He said he could not sell me my off-lease vehicle until it was inspected by their technician to make sure the vehicle was a safe car to dive (what?). he then told me that the inspection would cost me $695.00. at this point was getting annoyed, I knew it was BS. I said Joe I'm not paying that. He then gave me a second option, the second option was, if I were to have the vehicle Pre-own Certified, he can get me 2.9% financing though GM Financial and that it would cost me $1,500.00 to have the car Pre-owned Certified, and if I don't have the vehicle certified, my interest rate would go up significantly. So, I went to another Dealer to get some answers because I knew something was off with the having the vehicle "Certified". After speaking to the salesman, I was informed that my vehicle was ALREADY a Certified vehicle. So apparently when a vehicle comes off lease under the original Manufacture warranty, it's automatically a Certified Pre-owned vehicle. It's just another way for the dealer to get more money from me (the consumer). I understand that Joe Diamond works for this dealer and he has to follow their rules, but he is also in cohorts because he works off commission. People please, if it doesn't sound right, go online and research it, and then go to different dealers because 90% of them are trying to get you.
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July 2021 by Michael C.
Love my CT6 that's about it. Service department unorganized, no communication, no regard for clients time. Good luck with a loaner car too, never available.
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January 2021 by Maria M.
Worst service staff ever had my car for 7months charged me $853.00 for recalls and tried to cover it up saying it was labor cost "then charged me for a used fuse box and said it was new $618 sale manager mike said it was the best top of the line which was false the owner of this dealership Needs to know his sales manager mikeAnd sales associate victor were horrible to me then I decided to give them $400 because I needed my car the best was thy charged me $400.17 I said look I came with just $400 and thy didn't want to release myCar to me for 17cents are you kidding me ? Then made me wait in freezing cold for 45 mins before releasing my car just horrible The way I was treated and spoken to was terrible mental abuse I have recordings worst service staff I ever dealt with in my life... highly recommend you go to another dealer no human should be treated the was I was in totowa brogan Cadillac service department. thy took advantage of me my car battery was brand new when my car was tow there back in July 2020 thy switch it to a old one my wires was exposed my tires was dry rotted from sitting with flats because it wasn't a priority for them to repair talk about taken advantage of a single mother 7 months of a nightmare I'm very disappointed actions deserve to happened I'm sure the owner isn't happy with this review of his poor staff !!! I suggest when you deal with ignorance in a business youRecord them for your safety like I did ... and before spending money on repairs check part pricing yourself you have rights ... poor service staff You guys need to read the Bible more and learn how to treat humans ... Worst Service Staff Ever !!!
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January 2021 by David O.
TLDR: they seemed unknowledgeable about my issue, rude and overpriced. I recently bought a 2016 ATS from carvana that hasn't gotten the update to the CUE system to enable Android Auto yet. So I called them around noon and explained my issue, I was told to try and update it my self somewhere in the settings menu and if I had any trouble to call back. I'm a pretty tech savvy guy, I've been building PCs fire years and run Linux as my main OS so if I can do it myself great. So I go outside start my car and start going through every menu on the CUE system and find nothing. I Google around to make sure I didn't miss anything but, everything I read said it's something the dealership needs to handle. So after a half an hour trying myself I call back to setup an appointment and was told I to just bring it in Monday with no specific time given and to talk to Edwin when I got there. I got out of work at 2pm, since I work in totowa I got there around 2:10 maybe. Walk up to the service desk. I explain my issue to I believe his name was Tony, to which he responds and I quote "so what" which I find to be very rude. At which point I say I was told to speak to Edwin. Tony pages Edwin to come to the service desk. I stand by the service desk for about five minute then decide to sit down in the waiting room which is right next to the service desk. I sit in the waiting room for almost 30 minutes until I go back to the service desk to see what's going on. There I find Edwin who I recognize since I've seen him walking past the waiting room a few times. I explain to Edwin my issue to which he explains that my problem isn't really his department but, he gets the ball rolling and writes up a ticket to get my software update. I pull my car up give my keys to Edwin, at which point Edwin hands me off back to Tony. At which point I explain my problem to again, then he take all my info down and to his credit was more pleasant to deal with from that point on. Tony informs me that it will cost $184 plus tax, which seems extremely high to me. A job that GM says should take 0.4 hours or a little under 30 minutes. A job that only entails plugging a usb drive into the car and hitting some buttons. No parts need to be replaced, nothing needs to be takin apart or unscrewed, just 30 minutes of the mechanics time. By the time I paid the bill was $170 which isn't much better though. I leave a little after 5pm, meaning I was there for three hours to get this done plus the 30 minutes I spent trying to figure it out myself on the behest of who ever I spoke to Saturday. There was some good, the waiting room and bathroom where very clean and pleasant. There where many covid precautions to keep the customers and employees safe. And the washed my car before returning it to me which was a nice touch. Overall, judging from a single experience dealing with the service department at Brogan Cadillac of Totowa, I would not recommend going there and I won't be taking my car there to be serviced again if I can if I can help it.
