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December 2023 by Steven Sommer
Good repair work.
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November 2023 by Nicole A.
Horrible customer service. I waited in lobby for more than 15 minutes without anyone asking if I needed assistance. This is disappointing when I drove this far to test drive a vehicle. I will be going elsewhere. Do not go to this place to buy a car.
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October 2023 by Strawberry Fields
They received 1 star only because I couldn't leave the review with zero stars.I scheduled an appointment with Heiser through their online service one week ago for the replacement of my windshield. Two days before the scheduled appointment I called and spoke with someone in service to request an additional service be added to my appointment. I also verified that a shuttle would be available so I didn't have to sit and wait at the dealership while they performed the work on my vehicle.When I arrived for my scheduled appointment, I was rudely acknowledged and after a series of questions was informed that they did not have the glass for my car and the individual that performs glass repairs was not available any way because he was unaware of my appointment. They wanted me to reschedule the appointment for my windshield replacement. There was also the implication that I never spoke with someone in service ... they were aware of the oil change (that was the service I added on when I called two days before) so it should have been obvious that I had actually spoke with someone. One week should have been plenty of time for the dealership to get everything into place on their end and if it was not that should have been communicated to me when I telephoned. I wasted an hour of my time and the expense of the gasoline to get there and never even received an apology ... just the implication that I did something wrong. I will take my business elsewhere.Suddenly, I am considering a Lexus next year when I upgrade my vehicle.
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October 2023 by Richard O.
Be wiser buy somewhere else. Worst buying experience ever. Long story short, needed a car and quick. Found a new 2023 Traverse at the West Bend location, near home, great. Bought from the West Allis location a long time ago and had a good experience. I didn't need a test drive, unfroze my credit, negotiated a deal said I'd be there at 5 to sign on the line, this was late morning. I get there, nothings done. Salesperson had no idea since the internet person I was dealing with didn't forward the info. Kept giving me a different number than what we had agreed on in emails so I had to show him that. He had to go talk to the manager a few times. Anyhow, I hand over a down payment of 12,500 in the form of a check. Only to find out car can't be delivered tonight and paperwork couldn't be processed. Next morning I find out there's better finance deals in lieu of rebate so i emailed again. She kept screwing up the numbers, sending me generic information that didn't apply to me etc. After probably a dozen emails just trying to get the number I was financing I was so frustrated I said screw it I'm going elsewhere and that I would be in to collect my check. She then announces check had been cashed and it would take days to clear and get a refund. I go to my bank online, check had indeed been cashed so I couldn't even stop payment. So I had no car, they had me and my 12,500 hostage for a car I hadn't even signed on the line for. I had no choice but to buy it. I'm now in a car I should be enjoying but all I think about how poorly this whole ordeal went and I was stuck purchasing something I no longer wanted. Heiser West Bend should be avoided at all costs!!! At least it's a nice looking car. Hopefully soon I'll be able to get over the sour experience this dealership had me go through.
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September 2023 by Gregory Nelson
excellent service Cesar did a fantastic job. Highly recommend
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August 2023 by Debra Sommerfeld
Friendly service that recommends expensive repairs
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June 2023 by nick wisth
My last experience with these folks was aggravating from start to finish. However, I'm giving them 5 stars because of the manager (who's name eludes me at the moment).I explained my frustration with the scheduler giving me the wrong time, to the service department not only being unable to answer my service-related questions but quoting me two vastly different prices for the same work.The manager listened to my concerns (again, I apologize that I can not recall his name), and seemed to take an interest in fixing the rampant internal communication problems. So, despite my frustrations, I have to give Heiser 5 stars solely because of that manager.
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June 2023 by Giweyah Wayman
Service department is great with keeping client updated and lines of communication open!
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May 2023 by Brittani Mueller
Friendly and knowledgeable staff! Good communication skills across the board.
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May 2023 by John S.
I had some work done on my van including a front end alignment and four new tires in November 2022. In May 2023 one of my tires showed a bulge near the rim with less than 5,000 miles on it. I made a call to have it replaced and before I got off the phone , the service writer told me it was my fault and I must've hit a pothole. They said I was 100% responsible for the new tire. Once the tire was removed from the rim, it was evident that the tire had been slashed under the bead, probably by the mounting machine when it was installed. The service manager told me that could've been from hitting a pothole. Really? I took pictures And showed them to Continental tire and they agreed that it most likely happened during installation. At this point The dealer offered to pay half. I told them I wouldn't accept half and I was coming to get the tire because it was evidence of what happened. A short time later they agreed to pay the full amount to replace the tire. This is why I give them two stars. However I shouldn't have had to fight for this. People make mistakes and I understand accidents happen, but when it does you, need to own up to it. This was very troubling. The trust is gone. i'm just very grateful the tire didn't blow up and cause me to crash.
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February 2023 by josh tucek
Excellent customer service. Caesar was great to work with and addressed all of my questions and concerns. He is very positive and down to earth. I'm extremely satisfied with my purchase. It was a pleasure doing business there!
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January 2023 by Edward Schmidt
Ceasar was outstanding and the entire sales department, including finance and General Manager were very friendly, supportive, and exceptionally professional!!
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December 2022 by Christin S.
I was in the market for a new vehicle and as a previous Cadillac owner thought I'd look here. Walked in... two men to the right sitting at their desks talking to each other, didn't even look at us. Cesar comes from the back to meet us after no one else even spoke to us. Red Flag. There was a beautiful XT5 I liked, it was affordable less that $35,000 and good condition. Cesar was so close to closing the deal until..... We were using USAA for our financing and we wanted to make sure they were familiar. First they said we could take the vehicle.. ugh wrong. Cesar goes and gets some guy, Jim, Brian, I don't recall his name. We will call him Richard. Richard walks over, massive attitude, arguing with me over financing. My husband is outside looking at this vehicle mind you, and this guy is literally bullying me about how my financing paperwork was delivered to me. I calmly walk outside, get in my car, tell my husband what just happened. He walks in, takes back our financing paperwork and tells Cesar that Richard being a Richard just cost his a sale. He tried to talk about it and safe the deal, too little too late. Went to Lexus a week later, spent $50k, dealt with much better people, and got a beautiful car. Their loss. Certainly wasn't mine.
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July 2022 by Stacy Kramer
July 11, 2022 Update:The Operations Director from Heiser did contact me. She took time after hours to talk with me and understand the situation. She offered a remedy that I declined because I had already order the keys somewhere else.I truly appreciate her reaching out to me. She went above and beyond to offer options and help resolve the issue. That is what I expected the first time I called Heiser.Thank you Maureen for your professionalism and kindness.Original Review Below:I went through Heiser Cadillac to get replacement fobs for a car we purchased recently. The fobs are very expensive themselves and there is an additional fee for programming. I was fine with the estimate given and scheduled the appointment.Where the dealership lost my confidence and future business is that they never told me the "valet key" that clips into the fob is not included. I now have two fobs with no "key". The service coordinator offered to send me back to parts to order the key. I said no thank you.They also charge $12.24 for the appointment. When I questioned the fee, they stated that they can charge up to $50. Just to go to the dealership....wow...I called to speak with the service manager. Their invoice states that if you are not completely satisfied with your service to call Leah and a number is provided. I called and was simply told that she is no longer at the location. No other assistance was offered. I said thank you and good bye.I guess I expected a little more from a Cadillac dealer. Live and learn. I spent over $600 and gained a wealth of knowledge about the dealership. I know where not to send referrals and will find another dealership in the future.
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July 2022 by Larry Rauen
Excellent service department
