Business ProfileforDutton Motor Company

Purchased a CPO 2021 Escalade in February, 2023. A few days after bringing the car home, there was a very loud clicking noise coming from under the passenger side dash board. I was able to capture it on video and took the car for service. Mariah was my service advisor. Mariah called the next day and told me they were unable to duplicate the problem so unfortunately there was nothing they can do. She said they know it’s a bad actuator but since they can’t identify which one, Cadillac won’t authorize them to replace any of them. I picked the vehicle up and took it home. A few weeks go by and I notice the soft close doors aren’t closing all the time. Again, Mariah was my service advisor. I was able to duplicate the problem in front of her and she very condescendingly said to me, there needs to be certain pressure on the door for the soft close to work. I closed the door the same exact way several times and some times it worked, other times it didn’t. I received a call from Mariah the next day and she said her tech didn’t find a problem with the doors. I came to pick up the vehicle and met with the service manager, Jerry to plead my case. I was able to duplicate the problem with the door in front of Jerry and he acknowledged seeing the doors not work. He said he will open a case with engineering to see how to proceed. I brought up the noise under the dash again. He reiterated there was nothing they could or would do. Jerry was very unsympathetic and very crass in the way he spoke to me and my wife. It’s obvious that Dutton does not care about their customers and don’t have customer service at the top of their priority list. I have owned several BMW’s and Mercedes’ and I have NEVER received such poor customer service and been treated as poorly as I have at Dutton. I strongly recommend anyone looking to purchase a Cadillac, or GMC or Buick for that matter, to look at other more reputable dealerships.