Larson Cadillac Service

This is what happens to your car when you leave it for a week with Larson Cadillac of Fife for a simple service repair. The techs complimented him on his rims and they came up missing a week later. And they claim there is no surveillance video. Sounds fishy to me.
On top of all this they want my brother to use his own insurance! They left his car on the ground on their property for over 24 hours after calling him to let him know his rims and tires were stolen. They are trying real hard not to fix this and that’s terrible. Shame shame.

Tale of two recall service visits:
1) Me and our 2015 Escalade Platinum
2) My son and a 2009 Scion XB
It just happens that we both had to take the cars in on the same day to get a recall service done. I made an appointment and was promised a loaner car. I pulled in at 7:30 and then stood there, looking, I know there is some construction going on but I was not sure where to go, there was no one coming up to me to help, just a few people milling around at desks. One finally popped up and said someone would be with me soon and pointed at a small office. I went inside and was promptly ignored as she messed with some paperwork, I was then pointed to go talk to another person who had to leave and go find some paper work, came back and said, well we don’t have a loaner, you can reschedule, I can take you to work or we can get a car from Enterprise. Since I live an hour away I took the rental car. I was then pointed to the waiting area, where I sat watching crappy morning TV for 30 minutes until Enterprise came to pick me up (I have to say Enterprise was great), it then took another 45 minutes before I was driving back to work. The day then progressed, no call, I called them and the phone system hung up on me. I used the Chat tool on the website and was told they had phone issues and asked for my number and they would have someone in service call me on their cell to let me know the status. Never got called so my wife and I went to go get the car. When we showed up we had the same type of reception, someone finally pulled out some paperwork, had me sign it, gave me a key and pointed, your car is out there… I still have no idea what was done to my car since no one bothered to take a few minutes to let me know what service was done. No one even talked about what other service may need to happen or suggest future service. They made the mistake of emailing me a survey which I filled out and told them I would be happy to talk to a manager and gave my contact info… No response as of yet.
My son pulled into Toyota in Bremerton, and had someone meet him, do the walk through, showed him to the waiting area, gave him updates, when they were done explained what they did and a list of suggested service the car may need.
After spending close to $ 100K on a car I would think that I would get at least the same type of respect and care my son did on a 7 year old car that cost new ¹⁄₅^th the price of Escalade.
At this point I am willing to drive to the extra 30 minutes or more to a Cadillac dealer in Seattle for any new purchased and especially service for now on.

Worst service department anywhere. They aren’t worthy of being in the luxury car business. Terrible customer service, totally incompetent service manager, and simply indifferent to following through. Even with GM’s Customer Service rep assisting me, they are absolutely incompetent. I will never buy another GM or any brand from a Larson dealership.

I originally had a 5 star review on Larson Cadillac’s Sales page back when it was only Larson Cadillac, not divided into a Sales and Service page. Welp, my 5 star review for their service dept written in 2011 was never a problem being on their «sales» page until I updated it to a 1 star review just a few months ago. Thats when all of a sudden my review was flagged and removed for being on the wrong page! How convenient! Oh silly employee who did that, that won’t keep me from sharing my awful experience again
So on to my review.
I was in town to list my townhouse for sale and while visiting I figured I would get my car serviced since it was showing a tire sensor warning and it was still under my GM extended warranty. I also needed an oil change done before my road trip back down to CA so I called and asked for Steve (whom I’ve had great customer service with, in the past) and inquired about making an appt as well as getting a loaner car since I didn’t want to wait too long at the dealership with two little ones (10 month old and 2 yr old whom have no patience, well what kid at that age does?!).
I let him know about the tire sensor message and oil change needed. With much attitude off the bat he explained that in order to read what was wrong with my tire sensor that there would be a fee to do so (I forgot the exact amount, but about a $ 100ish), and thats when he could tell me if it was covered under my warranty. Thats when I let him know that I was aware of my policy and how that fee would be waived because I knew for a fact that it would be covered since I had this same exact issue covered under my ext. warranty before, in fact at this very location. So again with much attitude in his voice he explained that I would have to pay that fee plus the deductible, at this point I just let him repeat himself since I knew he would see otherwise once he ran my VIN to check my warranty. I than asked if I could get a loaner car like I had in the past. Steve told me that he could not give me a loaner car, and when I asked why that was the case since I have been given ones in the past, he responded by saying that my car was too old for them to do so.
So apparently if you have a 2008 or older Cadillac, good luck getting any perks. When I was having my car serviced back in 2011 – 2013 it wasn’t too old according to them. So tick tock people, each year your car gets older you’ll be made to feel bad as if you’re driving an old clunker at this location!
I decided I did not want to go here after all and wrapped up my conversation with Steve letting him know that he really needed to work on his customer service skills since his phone demeanor was so rude as opposed to how great I used to be treated by him in the past. I get it, everyone has bad days, but when you work in a customer service job you need to leave that at the door. I do not recommended Steve anymore nor their service dept. I hope they work on treating their customers as great as they did in the past regardless of what year of Cadillac you own.

Posted a positive review under the dealership also. I tell all my friends that you should 90% judge the dealership by the service department. The buying of the car lasts one day while the servicing encompasses many years. We get 2 cars serviced here and Steve is the best. Honest and straightforward. I had some company auto service allowance to use up and he could not authorize anything to be done (and this is on a 86K) mile car! That right there shows you that Larson has done a great job of keeping my vehicle in the best care.

Jake made the experience positive by greeting me in a friendly manner. He explained the entire process and offered me a beverage, asked if I needed transportation, and made himself available if I had any questions. For this visit, I had some work to do so I stayed and waited for the service to be completed. He let me know that WiFi was available if needed.
The biggest surprise is that the work took much less time than I thought. Jake gave me a range of time to expect, but I still didn’t think I would be out the door when I was. He also saw to it that my car was cleaned without me even requesting.
The entire experience was made good by excellent customer service and I should know, I am a Customer Service Manager and have worked in the field for more than 20 years.
Jake exceeded my expectations.