Dating back to November 2023, I was shopping for a midsize luxury SUV for my wife. A coworker recommended Amanda, a sales representative at John Elway Cadillac in Park Meadows, based on their positive experience purchasing a vehicle with her. I want to give credit where deserved: Amanda was professional, attentive, and accommodating. Unfortunately, I cannot say the same for the dealership's first-line management, finance, or service departments. Shortly after our purchase, General Manager Tim Martinez contacted me, surprised by our dissatisfaction and wanting to understand our experience. I explained that the numbers throughout the transaction were unnecessarily difficult to reconcile and communication between departments was disorganized. We had purchased window tint and all-weather floor mats as a package, yet repeatedly encountered employees questioning whether these items were included, despite being documented in our contract and paid for. Amanda ultimately resolved the issue, but customers should not have to fight to receive what they purchased. We leased a brand-new Cadillac XT5 for 36 months. Our initial financing experience with Eric was fine, but once we needed assistance after leaving the dealership, communication stopped. Weeks passed without a response. Unfortunately, this became a recurring theme: good customer service when making the purchase, but considerably less attention once the sale was complete. The vehicle itself presented additional concerns. Shortly after purchase, we noticed a humming/whistling noise around 30 mph. The service department essentially told us, "This is the way it is." Shortly afterward, the brakes began squeaking, which was also dismissed as normal. Approximately two years into ownership, the dashboard began warping and developing noticeable cosmetic defects. Service acknowledged this was a common problem and could be repaired, but gave us the response it wasn't worth pursuing. Our confidence in both the vehicle and dealership had deteriorated. We ultimately decided to end the lease early and move on. Despite the vehicle's residual buyout value being lower than its fair market value, we had absolutely no interest in purchasing it or continuing our relationship with the dealership. The final interaction reinforced our decision. During the vehicle turn-in, Jayden presented paperwork showing a $695 disposition fee. Less than two inches away, the same document identified the maximum disposition fee as $595. When I questioned the discrepancy, the amount was corrected, and I was told, "Let me talk to my manager... Sorry about that, the $695 fee is for new cars." That explanation did little to inspire confidence, particularly given the paperwork in front of us. I recognize others may have had positive experiences, and I am glad for them. However, prospective customers deserve to understand that the ownership experience extends well beyond the initial sale. My experience was a pattern of poor communication, inadequate follow-through, dismissive service responses, and a lack of meaningful engagement. The dealership had multiple opportunities over three years to restore our confidence and failed to do so. Amanda deserves recognition for her professionalism. Unfortunately, she left John Elway within 12 months of our purchase, which was disappointing but perhaps unsurprising given our experience. A luxury dealership should deliver a luxury ownership experience, not simply a luxury sales presentation. John Elway's name carries significant recognition, and Cadillac represents a premium automotive brand. Unfortunately, the dealership's customer service reflected neither reputation. Our experience fell well below what I would expect from even a mainstream automotive dealership. After more than three years, I am glad to be moving on. I simply wish the dealership had given us a reason to stay.

Extremely helpful and friendly. On time and complete. The service dept crew are all so helpful and nice.

Josh was excellent! He provided outstanding customer service, was professional, knowledgeable, and made the entire experience enjoyable. He went above and beyond to make sure everything was taken care of. I highly recommend Josh and truly appreciate all his help.

Great customer service and communication. Always take my SUV here when needed.

Always good service on my XT-5 at John Elway Cadillac Park Meadows Center in Colorado.

The service was excellent. They listened to what I wanted and did not try to add anything that I didn't.

Rifat always takes good care of customers’ needs.

I came here and received fantastic customer service by Dante, he was very friendly and down to earth. I appreciate his help and taking the time to make sure my transaction was as smooth as possible. Great guy, great experience!

Came from NYC to buy the Escalade had Great experinece, Everyone was friendly and gave us the best deal on the pre- owned vehicle with great warranty. Will definetly recommend other to shop at this dealarship

I had an absolutely wonderful experience at the Cadillac dealership, and I especially want to recognize Josh for his outstanding customer service! From beginning to end, he was professional, knowledgeable, patient, and genuinely caring. He made the entire experience smooth, comfortable, and stress-free. Josh went above and beyond to make sure all my questions were answered and that I felt confident throughout the process. It’s not every day you come across someone who takes such pride in their work and truly cares about their customers. Thank you, Josh, for making this such a great experience! You are a true asset to the Cadillac team. I highly recommend asking for Josh if you’re looking for exceptional service. Five stars all the way! ⭐⭐⭐⭐⭐ Suzy

Rifat is the best!

Always a great experience when working with Rifat.

Everything went fine. Michael Cordone was very professional