Let me preface my comments by saying that Marlene has been absolutely fantastic and her customer service is second to none. She's gone out of her way to take care of me several times, especially when - through no fault of her own - the service department dropped the ball in completing the service on my car.
I had to bring my car back three times to complete what was a relatively simple service because the first two times the techs didn't have time to get to it...dropping the car off at 9:00a only to get a call at 5:00p or later that my car hadn't even been looked at yet is slightly irritating. But Marlene was sure to escalate the situation to her superiors and took the initiative to be sure the techs would be available on a day/time that fit my schedule. She profusely apologized for the inconvenience and fixed the situation, which was impressive since it wasn't her fault in the first place - she's a class act. And she even took the time on my most recent service visit to get a repair estimate from the collision center for an issue unrelated to my service, saving me time and effort in the process.
I rated 5 stars and extremely likely to refer a friend specifically based on how excellent Marlene has been. I could understand how other customers may have been a bit less forgiving having their car neglected time and time again and for that reason I'd be hesitant to recommend the dealer to a friend, but I have no hesitation about recommending Marlene to any Cadillac owner...it's just a shame not everyone at the dealership has the same attention to detail and customer service as Marlene does.
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