Brogan Cadillac

I’ve had my CTS for about 2 years and have been coming for service as needed since then. I never had an issue with scheduling, getting a rental, advice or any work that needed to get done. Prices in my opinion are also very fair. I’m glad I found this place through all my research and vetting. My experience from purchasing the car to owning it has been amazing. I am thoroughly satisfied with the excellence in customer service and would recommend Brogan to anyone.

I was charged for things i was not made aware of until after the service was complete. I requested a mananger but was told noone was available. I was told they would have the manager call me but i never got that call. I would never send anyone there nor would i get service there ever again. rip off not good ethical practices

This is my third transaction with Chett Livingston at Brogan Cadillac. I would never consider another salesperson (or internet salesperson) after my work with Chett.

As a follow-​up to my husbands recent (awful) review of Brogan, here’s the letter that I wrote to Corporate Cadillac after my 1^st and LAST purchase at Brogan. Sadly this was 10 years and unfortunately their customer service is just as bad today as it was 10 years ago. We are now on our 5^th Cadillac (2 that were purchased at Brogan) so clearly Cadillac Customer Loyalty doesn’t exist:
June 6, 2006
I went to Brogan for service on my CTS and fortunately my husband was available to drive me and pick me up, so I didn’t need their loaner. My husband waited outside while I drove my car into the bay. It was 10:00 am and there was not one other customer in sight. I literally stood at that service counter, with 2 employees behind the counter on their computers, for 6 minutes before this conversation took place:
Cadillac: «Can I help you?»
Myself: «Yes, I’m here for my service appointment»
Cadillac «Who is your appointment with?»
Myself: «I wasn’t given a persons name, I was told to come in at 10:00 am».
Cadillac: «Where’s your car?»
Myself: «Right here» (please keep in mind that my car was the only car directly inside the bay)
With that, this nameless gentlemen, (an older man with a gray beard) walked away. I then noticed him by my car — which was no more than 20 feet away — motioning to me, but saying nothing. I asked him what he wanted and he said he needed my keys, which I informed him were in the ignition.
Coincidentally, as he was in my car taking down the mileage, my husband walked into the service bay. Immediately, he got out of my car and asked if he could help him. My husband stated that he was waiting for me, and with that, this employee’s demeanor completely changed. Although after that, I dealt with the other employee behind the counter. Upon leaving, I gave him my husband’s cell phone number to call when the car was ready, which he did.
Upon returning for my car, my husband dropped me off and waited outside the bay as I went in to pay my bill and get my car. This was approximately 2:00 pm and again, there was not one other customer inside the bay. A gentlemen greeted me and showed me to the cashier counter where I could pay my bill. There was a young girl standing directly behind the glass partition of the cashier window, but allowed me to stand there for at least 3 minutes before «acknowledging» me. Another female employee sat at a desk behind the glass at which time this younger employee said «Can you help her. I’m having enough problems with all of this money and I don’t even know who she is.» With that, the other woman approached the counter and kindly took care of me. After I paid the bill, she informed me that it would be 2 – 3 minutes for them to wash my car and bring it around.
I waited inside the bay, knowing that all 3 gentlemen behind the counter were quite aware of the fact that I was waiting for my car, and I stood there for exactly 13 minutes before my husband walked into the bay. Coincidentally, it was at that very moment that one gentlemen behind the counter quickly stated «I’m calling for your car right now — I don’t know what the delay is.»
I’m certain that if my husband never escorted me in the morning or in the afternoon, this service call would have been an even worse experience for me then it really was. I am appalled that at a Cadillac dealer, the male employees could care less when a woman walks into the service bay, but they are quite assertive when a man walks in. Having previously been a Lexus customer and being accustomed to the royal treatment that they provide ALL of their customers with, this first year of being a Cadillac customer has been quite disappointing.

Just had my second service experience with Brogan that proved that my first experience was no fluke. Professional, honest, quick turnaround, didn’t try to upsell me service I didn’t ask for, dealt with Mike Perry in service, friendly and professional, the owner, TJ Ely actually took the time to come down to the service area to say hello. This is a great place with terrific people, I will do business here again.

Went to brogan Cadillac to have my windshield wipers fixed. They wouldn’t shut off. Was pressed for time had no time to shop around. $ 1096.73 for a windshield wiper motor. Really! when l got home called mienekie and they would have done the job for $ 250-​$ 300. Brogan raked me over the coals. I was rolled! This is my 3^rd caddy, 2 I owned and 1 I leased. Will never go back there. I like Cadillac’s but will only lease. Brogan has the highest prices on buying a car or leasing one. Unless you have a guarantee or your leasing DO NOT go to brogan! Went on line and seen the windshield motor for $ 131.00. Brogan thanks for the free car wash and bottle of water it only cost me $ 800.

By far the best experience I have had and I have purchased over 20 cars in my lifetime. I have dealt with all kinds of salesmen, managers, account executives and Brogan Cadillac really impressed me this time. The Manager «Rocky» was no
nonsense, to the point, accomodated my needs and pricing and didnt waste a minute of my time. Alex, my salesman was very generous of his time in going through the different cars I was considering. The entire experience was quite smooth. What impressed me the most was how other staff and salesman also helped me along in a «team effort» and that was a first for me. For all the other experience’s I’ve had, this aspect was a first and as a business owner myself, I can say you dont see that everyday and that is special and reflective of the environment there. A recipe for success in my book.

I usually don’t do these reviews really but I am completely satisfied with brogan an chett. I’ve wanted a white ats for 3 years now an they made it happen. They are very professional an suit all of my needs an beyond. Thank u brogan an chett for making the impossible possible.
Thanks,
Shaun DeGraw

Had a flat tire and even though they are not the dealer I bought my car from, they responded, changed my tire and were finished in minutes. Amazing service, excellent response! Thank you!

Before coming to this dealership, I was working with another dealership in Bergen County, NJ who completely renegged on the verbal deal we discussed on the phone. Rakesh Mehrotra and his team were more than accomodating and went out of their way to get me into the Escalade Luxury edition (Graphite Metallic) I wanted with even a better deal than the previous dealership I was working with.
It was a pleasure to deal with their team and handled themselves in a very professional manner versus the typical «salesman» attitude you would experience elsewhere.
If you are in the market for a new Cadillac, make Brogan Cadillac your first and last dealership to visit.

These guys are great for repairs, service and guiding their customers to make the right choices. This place is huge and it’s filled with beautiful automobiles. Where else are you going to go?.. BROGAN!!!

OMG … Brogan Cadillac is the best! They should use Brogan Cadillac as a model for every other Cadillac dealership in the country. I took my EXT in for service after being at another dealership that couldn’t fix the problem. I got my car back in short order in perfect working condition and looking like new! Keep doing what your doing, I wouldn’t recommend changing a single thing.

(Not one to ever really write reviews but I HAD to for this)
*pictures posted below*
Last week I picked up my Escalade from being serviced. I was anxious to get my truck back because they gave me a SRX as a loaner (having 2 kids/​strollers/​personal stuff & bags it was VERY tight being in such a smaller truck) I removed all my personal belongings & unclipped both car seats… as they brought my truck to me, I was speaking to an old friend I ran into there (who was waiting over 20 min for a loaner) The service advisor Victor (who had coffee stains on his shirt & it untucked not very presentable) had left my truck running. I noticed my truck was close to the garage door but I was about to start packing my truck back up. He went to close the garage and before I knew it I heard «CRUNCH» I look and I see the garage door laying on my back bumper. I went into my truck and turned it off (b/​c it was left running) and I had my 4 month old in the garage with me and didn’t want her to breathe in the fumes. The guys acted like it was no big deal. I was annoyed on so many levels. The main problem was that I pick up my daughter all the way in Waldwick by 5:00 it was 4:30 at this time and I waited 10 min for a manager, and they kept giving me the run around about him. The service advisor kept stalling and tried to get me back in the loaner and out of there. I said I wanted to speak to the manager & if I was getting another rental I needed a bigger truck b/​c we would be towing a boat this weekend.
**THIS IS WHEN IT GETS BAD**
The service advisor Victor then says «A minute ago you were worried about getting your child now your worried about a boat» (Mind you my daughters daycare is open until 6:30 but I pick her up at 5PM everyday with my payment package) First off this service advisor should NOT be mentioning my daughter and should be working on getting the manager as I requested. I was given 5 excuses before I lost it:
1.) We are looking for him
2.) I tried calling him
3.) I can’t find him
4.) He just said for us to call him back
5.) He’s in a meeting upstairs.
At that last one I YELLED… «Then tell him to get out of his meeting» Not until I flipped out did I see they were really trying to get the manager. Finally the service manager, Rich, comes out… and says «sorry I was in a meeting where people are trying to take my money but I dismissed myself for this» Victor then told the manager, He drove the truck in and then the garage door accidentally came down. I stopped and said «No you drive the truck in, got OUT, LEFT IT RUNNING with gas fumes and my 4 month old in the garage, then CLOSED the garage door… it wasn’t like there was a glitch with the door» I was just beside myself on the rudeness of this dealer. I then repacked the loaner and reinstalled both baby seats (if you are a parent to little ones you know this is a pain in it’s own)
They did fix my bumper. When I returned to pick it up they were all very cold and rude. As I packed my truck up in the back seat where my 3 year old & 4 month old sit I found a METAL SENSOR from my bumper about the size of a piece of Bubble Gum. I told the manager I have kids what if one of ten swallowed this? He took it and just said «sorry» nothing else. As I leave the dealer and get on the highway my truck starts shaking at 60mph they never balanced my wheels. HORRIBLE & Disgusted… not sure if they treated me like this b/​c I was a woman… b/​c I have a feeling if I was a man the service advisor would have NOT been as rude as he was & the manager just has zero comumunication skills. Horrible on all levels!

I brought my 2013 Cadallac SRX in for an oil change and scheduled maintenance. Victor Santana quickly greeted me, set me up in the system, and showed me to the customer lounge. I waited a short time for my car to be serviced as I enjoyed fresh donuts and great coffee. Once finished, Victor explained all the work that was completed and showed me to my freshly washed, sparking clean car. The folks at Brogan are all friendly and helpful. They make the experience excellent. Thank you Brogan Cadillac!

Recently just leased an SRX and so far my experience has been great. Mervin my sales rep listened to exactly what I was looking for and helped me get exactly what I wanted for great price. Getting married in just a few short months I walked in with a lease 4 months out not needing a car. He explained what great services come with a Cadillac and the family behind Brogan. He also introduced me to Ron who works in the service center. Both gentlemen know exactly what top service is. I, myself work where guest service is a top priority. Both these gentlemen are why I most likely will not lease from another dealership. Brogan is dedicated to customer service and I look forward to my time working with them.
Update: Since having my car Brogan has reached out to me on multiple occasions to make sure everything is going well. I have been back to the dealer to get my plates put on and they knew me by name. Great experience so far.

I had a slow leak in my tire and called roadside assistance. Service was outstanding! Torri the service technician arrived promptly, removed my tire, took it to the dealership and replaced it all without inconviencing me, and done in a timely manor. I would diffinitly recommend Brogan Cadillac of Totowa as I’ve always had exceptional service from day one!
From a happy Cadillac customer!

Bought my first Cadillac from Brogan last month and I have been very pleased with the courtesy and service thus far. Jose Perez is an excellent sales consultant and got me the exact deal that I was looking for, while treating me like a friend in the process. Haven’t used the service department yet, but I am not worried as there is a reason why Brogan has been around for so many years.

fter years of torture in going through the car buying process, with each year the car industry promising to improve the system, finally, I found a car dealership and account executive that delivered on all of those unfulfilled hopes of purchasing a car and not feeling bruised, battered, and betrayed. All of the Internet services and Auto Nation’s and other attempts at eliminating the ordeal of salesperson-​customer haggle, break down somewhere along the way. Not so at Brogan. They found the formula.
Hurrah for Brogan Cadillac and Cliff Beebe. From the first phone call, to the pickup of our new SRX today, Cliff and this dealership handled our transaction with total professionalism, flawless execution, and incredible customer service. If the car turns out to be half as good as this Brogan crew, I’ll be a customer for as long as I can drive. I kept waiting to step on some land mine, but guess what: there weren’t any. How about that!
If you are ever in the market for a quality vehicle, and an even higher quality customer service experience, Brogan is the place to go to. I assume that with sales people like Cliff setting the standard, that the rest of the staff operate at the same high level that Cliff does, so while I would prefer to deal with Cliff in the future, I’d be more than willing to roll the dice on whomever the dealership assigned to my business. He would be a tough act to follow, but my bet is that the professionalism and customer service culture at Brogan exists across the board.

Seeing that people give such a poor rating for this dealership makes me sad. I just got my new 2015 ATS. I can not be more then happy! Cliff was amazing explaining everything and trying to get me in the car I wanted. well done!!!
Thanks

I needed an oil change and I received an email saying there was a clinic in which you were offering free tire rotation among other things. Well, I was on line so I signed up for the tire rotation and when asked if there was anything else, I indicated I needed an oil change.
I arrived at your dealership expecting a tire rotation and oil change, in fact I informed the associate who waited on me what I needed. I waited 2 hours and when I had asked about my car I waited another 15 minutes before it was located. Now, as I was driving home, I noticed my oil WAS NOT CHANGED!!! I called your dealership as I was going home and I was going to return when I was told by your associates when there is a clinic, oil changes are not done. If I had called, I would have been told this. Well, the fact is I made my appointment on line. If this is the case I would have expected to receive an email or a phone call informing me of this procedure. Needless to say I had to go back the following week for the oil change. There is a shortfall in your internet department. This part of your business is a disgrace obviously not capable of modern technology.
I then spoke to a sales associate informing him of what I went through and he didn’t even look up at me and just said, «Well, we screwed up.» Nice very nice sale people you have. When you want to make a sale you guys are so nice but after that, the pleasantries are GONE! I will never purchase a car at Brogan again. In fact, I will be writing to other Cadillac dealers informing them of your incompetence. I will also make sure I put this on all social media as well.