Reviewed : 03/22/2025
Comment : Cadillac Pasadena 3 out of 5 starsThis review is a mixed bag because my experience with Cadillac Pasadena has been both excellent and frustrating, depending on the department.First, the good and the main reason I continue to bring my car here: Jorge in Service.Jorge is the definition of five-star service. He consistently goes above and beyond to make me feel like a valued customer. He explains what s going on with my car, breaks down costs up front, and has even worked hard to get things covered under warranty. Without Jorge, I wouldn t still be coming back.Another bright spot was my original salesman, Cham.Cham made the buying process smooth and laid-back. I connected with him right away, and he never pressured me. When I found the car I loved, he handled the process quickly and professionally. Cham also gets five stars and is the only person I d consider buying another Cadillac from.Now, the not-so-great part: the sales manager and finance department.Even though I came in with financing from my credit union, they kept trying to push a credit check. I was told a form was just for DMV identity verification, but they insisted I couldn t buy the car unless I signed it. I finally signed with a note saying they weren t authorized to run my credit. Only then did they stop pushing.In finance, I ran into more issues. The finance manager tried to pack everything imaginable into the contract and avoided answering my questions about the warranty. I was never given a proper breakdown of coverage or pricing. He just picked one for me, and I had to accept it.Delivery day was a huge letdown.My Certified Pre-Owned Cadillac arrived with ripped leather, a dirty interior, exterior scrapes, and a strong cigarette smell. Cham was embarrassed and admitted it hadn t been prepped properly. I left it for three more days some issues were fixed, but it was never fully detailed. I had to deal with the smoke smell myself. I did get my door appliqu?s replaced, but they denied replacing the rear Cadillac foot kick light logo. Now, every time I walk up to my car, I see a blurry blob of light where a crisp Cadillac logo should be. It could ve been covered under my 45K warranty, but it wasn t.Early service was also frustrating.While still under my bumper-to-bumper warranty, I had trouble getting basic things approved. Lemar, who falsely claimed to be a manager, denied multiple requests that should ve been covered. By the time I was switched to Jorge who truly helped it was too late. I d passed 45K miles.To make matters worse, my hood was scratched on delivery.Fixing it took multiple attempts. They repainted the hood twice, but both jobs were poor. Every time I wash or walk past the car, I see dull, uneven paint and spots where the spray didn t reach. It s disheartening and not what Cadillac ownership should feel like. Jorge in Service: 5 stars the reason I stay. Cham in Sales: 5 stars professional, honest, and easy to work with. Sales/Finance Managers: 1 star high-pressure tactics and no transparency. Service department (pre-Jorge): 1 star dismissive and unhelpful. Paint & delivery quality: 1 star poor craftsmanship with lasting reminders.Cadillac Pasadena claims to offer a red-carpet experience, but only Jorge and Cham truly delivered. Everyone else made it feel like the carpet was missing entirely.Just to be clear, if I wasn t reminded of the negative experiences every time I see the poorly painted hood or the blurry rear floor light, this could have easily been a five-star review because of how great Jorge and Cham are. But I am reminded every single day of the service that fell short, and it truly does frustrate me.This is my honest experience. I hope this helps anyone considering doing business here.Cadillac Pasadena 3 out of 5 starsThis review is a mixed bag because my experience with Cadillac Pasadena has been More