Rohrich Cadillac

Very disappointing experience. My husband and I were in the market for a Cadillac and worked with a sales rep to find one matching our needs. We test drove 2 models and asked him to keep us informed if anything matching our needs ended up on the lot. Despite several models subsequently being listed on their website we did not receive any follow up calls. We had to make serval calls to the dealership before we got a call back to schedule a test drive. Once the sales rep finally called we scheduled a test drive. We arrived at the lot at our schedule time but he was busy with other customers so we were happy to wait. Eventually, he told the car would be out front waiting for us out front to drive but it was not there. Confused, we waited while he figured out where the car was. He returned and said it was up on the top lot and we walked up with him to get it only it was not there either. We walked back down and waited some more while he tried to locate the car. Finally, an hour after our scheduled test drive he told us the car was not available to drive and apologized that is was in the shop getting new tires. Frustrated and disappointed as we were we asked that he call us the following day to let us know when it would be available to test drive. Next day - no call from Rohrich. We called and spoke to Kevin hoping to get some kind of help but Kevin just looped us back to the same person. He relayed that the car was being sent to auction because it had been spray painted on the tailgate and it’s now unavailable. To make the situation worse we called and spoke to another sales rep because the car was still listed as available on the website a week later and were informed that the car was actually sold and being delivered to the new owner that day. Poor customer service is one thing but being lied to is another. We spoke to Kevin the sales manager as a result and he told us the car had been sold in error and the sales rep that took the deposit lied to make the deal knowing the car had been damaged and they were not selling it. Obviously frustrated at this point I asked if this was a typical experience at their dealership. He said “customer service is a matter of opinion and I will not justify or explain it to you.” So buyer beware. Hopefully this saves at least one from having to deal with this the dismissive and deceptive dealership and it’s staff. The mentality of “if you don’t like go somewhere else” when dealing with such a big purchase is just bad business. Just as bad as lying and throwing your staff under the bus. We went to Rohrich Cadillac expecting exceptional customer service and a knowledgeable sales staff. We went expecting to buy a car we love from a reputable car company and dealership. Instead we were left disappointed by the entire process.

I've been getting my car serviced here for several years. Always professional and courteous service. I had an afternoon appointment, so it was not crazy busy, but comfortably occupied in the waiting area. Couch area played Fox, which is gross, so I ignored that and sat at a table in the cafe area. Much better atmosphere. I missed the muffins and biscotti, but enjoyed a smoothie. Has great beverage choices (waters, coffees/espresso drinks, sodas, milkshakes and smoothies) so that helps to pass the time. Service was efficient and as expected. I had an inspection and oil change, so both were done as needed. Washed my car at the end, so that is always nice. Good dealership and service department. Always friendly and courteous. I found my next car and will likely buy it from Rohrich too.

I was recently in for service on my SRX. The whole process is easy from scheduling to getting the car checked in to checking out. The staff is very friendly and although my wait time was longer than expected, the waiting area is comfortable and a nice environment. I love Cadillac and feel like my business is appreciated. The quality of service is top notch as well. This will be my reason for shopping a newer model sometime in the future. Thanks!

If I could leave a negative star review, I would. Where do I start. My mother and I drove to PA from Buffalo NY to look at a vehicle they had. She fell in love with it and purchased it. We dealt with Lou. That was October 3rd. Here it is Dec 11th, and she still does not have her plates that Lou and Tiffany who is supposedly a Manager swore up and down they would take care of. Multiple phone calls have gone ignored, until I spoke to the receptionist and mentioned my lawyer getting involved. Come to find out, they registered AND TITLED the car to someone else who we don't know. Not even sure how that even happens, but it did. My mother turned in her lease to them and put 20k down, just for them to make a colossal mistake. Over the past 4 days they have done nothing but lied about the situation and try to down play the issue. Now the insurance company reached out and is going to cancel the insurance because in NYS you cannot insure a vehicle that is registered and owned by someone else, which this vehicle technically is due to this dealerships negligence. Worse dealership experience EVER. Once they get your money, they could care less about what happens after that.