Suburban Cadillac Collision of Plymouth

"What started out as a positively dreadful customer service experience with Suburban Collision in Farmington (now closed) ended up with a positive outcome, because of one individual. Aaron Morrison, the collision shop manager at Suburban Cadillac Collision in Plymouth inherited our vehicle when the Farmington facility was shuttered on very short notice. I was told by the customer liaison at the Farmington facility, that the work on my vehicle was a few short days from completion. After receiving the vehicle in Plymouth, Aaron passed along the bad news. He explained that the quality of the work done on the vehicle was substandard. In order to get the job done right, he explained to me that he would need to undo the work done thus far and start over. It is important to mention at this point that the easy option for Aaron would have been to complete the job and deliver the vehicle back to me at the earliest opportunity, because he knew I was very frustrated by all the delays I had encountered up to the point he received the assignment. I agreed with his assessment that it would be better to do the job right, than to do it fast. Once Aaron’s crew got into the process of repairing my vehicle, they learned that the previous collision shop had failed to order all of the necessary parts. Worse, further damage had been done to our vehicle, when it was left outdoors at the Farmington facility without any protection from the elements (a falling tree limb crushed the hood and shattered the sun roof). Consequently, the leather seats appeared to be worn and damaged due to exposure to rain that fell into the interior compartment of the car. Aaron felt that his team could recondition the seats and replace some of the interior trim that had been damaged beyond repair. He assured me that if I was not satisfied with the work, he would order new replacement parts. Rather than make a long story interminable (our vehicle was in the shop for 3 1/2 months), I’ll cut to the conclusion. We picked up our car on October 12. The work done on the exterior was impeccable (it was in BETTER condition than prior to the accident). Remarkably, the interior was In beautiful condition. Aaron hit the sweet spot of a good customer experience: underpromise and over deliver. He promised me a satisfactory outcome and delivered a better outcome than mere satisfaction."

"I took my car into the Suburban Collision of Northville thinking it would be a quick and smooth process. That was NOT the case. 2 weeks after my car was left there, they called me and said they're location is CLOSING, and had to have my car towed to another Suburban shop (went to Suburban Collision of Sterling Heights). Little to no work had been done by Northville since I had left it there and they didn't even order the parts needed. They also took a 500$ deposit from me and I have never been refunded 3 months later. I've called multiple locations and nobody can explain or tell me who to talk to about getting my refund back. They claimed "all refunds from Northville were already refunded and we can't access the accounts anymore, and to call my bank". I called the bank and confirmed they DID NOT ever send me a refund. This entire process took months when I was told weeks and has been extremely time consuming, stressful, and I endured many extra expenses. I'm thankful for Brian over at Suburban of Sterling Heights who actually took car of getting my car fixed and was kind and helpful."

"Good customer service is hard to come by! My experience with the dealership was phenomenal as expected! Tim, Stacy, Drew & Joe offered superb service and always welcoming! Needless to say, the entire process for me was effortless and beyond convenient! Thanks again!"

"I would like to thank Cadillac of Plymouth Service and Body Shop for the excellent work that the did on my car. Don Sylvester was SUPER as to updating me on the progress of the work being done. Cadillac of Plymouth is the best!"

"If your going to shop for a new or used Cadillac, than Suburban Cadillac of Plymouth is the place to go. Sales team is awesome there! Kudos to Drew & John. Oh, almost forgot to mention there service department. Hands down "It doesn't get better than Wesley and the guys."