Barry Cullen Chevrolet Cadillac

Overall, I had a frustrating experience with the service department. The good part is that they actually did the warranty work I came for. The bad part is that they first refused to honor the warranty, then, after I contacted GM directly, they accepted to do the work, but it took them two months to actually finish it. During that time they took my car two times, kept it for two weeks without doing any work, and then returned the car to me because they were "waiting for parts". During that time, they gave me their own loaner cars that were old and too small for my family. Their communication about the pace of work was poor, and by the end of the whole ordeal, I stopped believing anything they said. Their behaviour is understandable (but not justifiable). The first factor to consider that car dealerships have monopoly power when it comes to warranty work. Since this was warranty work, their incentives to invest time and effort into determining whether GM will actually honour the warranty are low. This is why their default response is to refuse to do any warranties where they are not 100% certain that GM would approve them. In my case, the Barry Cullen mechanic did not want to check with GM if a certain transmission fluid that I used was approved by GM, so he just told me that GM rejected my claim. However, this was not true. When my mechanic spoke with GM directly, the fluid was approved. Therefore, if you have enough patience and resources to actually speak with GM directly and show the service records, GM will honour the warranty, but then Barry Cullen (and probably others) will be very slow because they know you won't go elsewhere once they start the work order. They also know that you are probably not coming back for maintenance work no matter how nice they are to you. Therefore, the incentives to treat you with respect are low. However, no matter what the monetary payoff that you expect from your interactions with someone, I believe that everyone deserves some basic minimum level of respect. The Barry Cullen staff failed to provide this threshold level of respect. One experience I will probably never forget is when, after they initially refused to do the warranty work, their service representative called me the next day at 8:30 am just as I was preparing to start to teach my class. The tone with which he asked me to return their loaner car sounded as if I stole it from them. If nothing else, that earned them a honorary place in my future lectures about the negative impacts of monopolies on service quality.

This the place to go for exceptional service. Thank you to Jacques Boily for a great experience. Going above and beyond my expectations has left me feeling great about the dealership. This is where I will be buying my next vehicle. Even the parts department was great service and they all really seem to care about their customers. You will see me again. Thanks to the Barry Cullen team.

Great service, bought my 2018 Silverado here and will repeat buy when I am ready

Best GM dealer I’ve ever been to. Never had any issues here. I drive from 45 minutes out for parts and service. To put things in perspective, I live 5 minutes from a GM dealer and pass another 3 on my way to Barry Cullen.

Fantastic dealership purchased my SUV here the service and sales team are awesome I am very happy to have shopped here. I highly recomend them.