Fields Cadillac St. Augustine

Reviews

• ML

  Michelle Love

  6 days ago
  5.0
  Came to have my car washed and stood out to see if I saw anyone and 1 man saw me but did not speak or ask if we needed anything. Until Mike Patrick walked by and was the most pleasant person. Talk about customer service this man was 100% about customer service. Patrick i hope others learn from you, Sir. Now come to Pankaj. He was absolutely amazing! I will be seeing you again, Sir. Sending my daughter over to see you. Thank you!
• AA

  ah ah

  Feb 6, 2026
  1.0
  This dealership has exhausted its very last opportunity with me, with another disappointing and unacceptable encounter. This was my final attempt to have a smooth, professional experience and it failed just like almost every visit before it over the years. Who seriously has time for a 3 hour basic oil change at every visit, with a completely poor-quality and shoddy complimentary car wash? After purchasing a Cadillac Escalade ESV here, I have consistently experienced disorganization, poor communication and a complete lack of accountability from the service department time and time again. Yesterday morning, I arrived on my only day off for a "scheduled" oil change, tire rotation etc. after navigating I-95 traffic, only to be informed that their system had been completely down. No courtesy phone call was made in advance to notify myself or any customers pulling up for scheduled appointments. Of course the manager was on vacation, which not surprisingly always seems to be the standard response whenever leadership or resolution is required. I waited around a bit to see if the system would come back online and was also informed that no loaner vehicles were available once again, if I wanted to leave my car for service. So.....I informed my service advisor Jake Schulz, that I would just wait at the nearby outlets and explicitly asked to please be contacted immediately if the system became operational, so I could return and have my vehicle serviced same day. After almost 2 hours of retail therapy with no communication via phone, text and/or email, I called the dealership for any updates and was informed that the system had already been back up and running for some time. Jake Schulz never called, never even followed up and made it clear once again that my time was not a priority or valued! It's blatantly obvious he doesn't care and it always shows at each visit. His laissez-fair attitude, flagrant disregard demeanor and disheveled appearance are truly next level. This is not a one-off mistake or miscommunication by Jake Schulz and is clearly a pattern, at this point in time. Common courtesy, basic communication skills and competence toward paying customers truly do go a long way, especially in a luxury service Cadillac environment and are clearly lacking here as usual. On a side note, I do want to give credit where it’s due and a big thank you to Donna Moore for always being so kind and trying to go above and beyond, even when her hands are tied. She's constantly left picking up the pieces, rescheduling appointments, dealing with unsatisfied customers, having to apologize for inadequacies of staff and truly deserves a raise! Also, Matt Pawell is so thoughtful and does call us every year on our birthdays to check in and see if we are ready to purchase a new Cadi. Top notch customer service with these two and the reason I always returned! Also, the facility is always spotless and has a great food selection. I never carry cash, but I always make sure to have at least a $20 or $50 to tip the great chef on staff! Steve and Kevin, unfortunately it’s definitely time for a transformation with a "basic" refresher course in customer service training and restructuring of staff to improve performance to help reverse negative public perception. If you would ever like to further discuss additional details via phone, Jake has my number and it's also in the system like he noted. lol Please don't even bother replying with your automated response making bogus excuses for the service department being understaffed, overworked, high turnover rate, no items in stock, parts backordered, system crashes, no loaner vehicles etc. because I've heard them all and seriously, JUST DO BETTER! Bottom line, I truly believe that all Cadillac owners deserve far superior than this level of service being provided. Honestly, I will not be returning to this location until drastic changes are made and will be taking my business elsewhere because to put it kindly, if incompetence were an art form, this dealership service department would be a modern-day Picasso.
• ET

  Eric Todd

  Feb 3, 2026
  5.0
  I'm on vacation visiting from Michigan when my Escalade would not start. I was worried it would be something that would leave me stranded since I was too leave in 2 days. I was able to call Roadside Service to get it started and got it to Fields Cadillac. Michael Patrick and his team got us in immediately (without an appointment) and diagnosed the issue. Fortunately it was a bad cell in the battery and they replaced it promptly. They made us feel comfortable and at ease during every step. This is what being a Cadillac Owner is supposed to feel like. Hat off to the team and many thanks.
• EJ

  E J

  Feb 2, 2026
  1.0
  Pat (Patrick) Davis the service advisor could benefit from more customer service training. When I spoke to him in January to make an appointment for rim repair, I emphasized the distance I lived from the dealership, which is two hours. Pat then mentioned the wheel repair guy is only there on Monday's. I SPECIFICALLY ASKED if the vehicle needs to stay there or can I wait. Pat informed me I can wait. I said ok, let's schedule. The appointment was then scheduled for February 2 at 9 a.m. and Pat mentioned the wheel repair guy will be contacted to inform him to be there on the scheduled appointment day and time. Well, when I arrived, it was a TOTAL different scenario and story. I DROVE TWO HOURS AND PAID TOLLS THERE AND BACK FOR NO REASON!!!!! Needless to say, I was beyond frustrated. I spoke to the rim repair guy, and he wasn't ever informed about being there at 9 a.m. also, since Florida did have unusually cold weather it wasn't able to be repaired until the weather warmed up. Weather is out of one's control so I do understand that part of it. However, Pat could have CALLED to inform me!!! I spoke to Steve, the General Manager, about my frustration, and I feel that was a waste of time as well. Though he understood my frustration, it was just a bandaid on the cut. Nothing was done to try to rectify the situation or inconvenience!!! Where is the great service after the sale!!! Typical dealership behavior. Initial impression of Fields Cadillac was impressive so this is not the service I thought I would receive. Thank you service advisor, Patrick Davis for your part in having the dealership receive a one star review. I am HIGHLY disappointed and HIGHLY doubt I will return or refer anyone else!! Elissa J. Update - in response to the dealership response : This seems to be a typical scripted response since this response is word for word from the one star review on Dealer Rater website. Which says, the response isn't genuine. Furthermore, I spoke to you 02/05/26 at 8:17 a.m. and once again, it was frustrating. The frustration is because you think/feel giving me a specific loaner vehicle is suppose to appease me and rectify the inconvenience. NO!!!!!!! I mentioned reimbursement for tolls and your response was "I don't know why they didn't offer that." YOU could have if you really wanted to have a resolution!! You also mentioned more than once you weren't privy to the phone call and the conversation so how could you even speak on anything. If you and the dealership are genuinely apologetic, REIMBURSE ME FOR THE TOLLS I PAID!!!! I cannot get back time. How about instead of trying to "protect/cover" for Pat, ensure he will receive adequate information to relay to customers. Typical business behavior of not acknowledging and taking 100% accountability. Responses are just because the reviews are public and businesses want to appear they are really concerned/care about the customer when indeed they really care about themselves and their reputation and bottom line.
• JJ

  Jeff

  Jan 21, 2026
  5.0
  I would highly recommend purchasing a new or pre-owned car from Fields Cadillac St. Augustine. As someone who goes through cars very often, and purchases cars out of state, my experience with Fields Cadillac and the great service afforded to me by Brian and Bill are top notch. Living in NY, I was looking for a very rare car that Fields had. I emailed them after finding the car on Cars.com. Immediately I received an email and text from Brian. As someone with limited time, I was able to work with them on a very competitive price for the new car and an acceptable price for my trade in all via email and texting until I began the purchase process. All paperwork was handled quickly via Docusign, and for a reasonable fee, arranged to have the car driven to me in NY and then drive my trade in back to Florida all before a snow storm was about to batter NY. If you are looking for a Cadillac dealership with competitive prices, professional/courteous service and going above and beyond to earn and appreciate your business, look first at Fields Cadillac and ask for Brian.

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