Service

Service is the single largest theme in the negative reviews: 227 of the 374 published reviews mention it, just over six in ten. It is also the most active — 102 of the 227 are from the past two years in the current analysis (22 August 2026), and 2025 alone accounts for 63, the busiest year on record. The theme touches every store covered, led by the Salt Lake City Cadillac location with 94 reviews, Kia South Jordan with 72, and Buick GMC South Jordan with 61.

The most persistent thread is time. Routine work — an oil change, a tire rotation, a booked appointment — runs far longer than expected in these accounts, and reviewers say the frustration sharpened when a delay went unexplained. The same grievance surfaces at the very start of the data in 2011 and again in the most recent 2026 reviews, which is why it reads as a standing pattern rather than one bad stretch.

Repeat visits are the second recurring shape. Customers write of returning for the same fault, or coming away convinced the original problem was never fully fixed. What tends to tip these accounts negative, by reviewers' telling, is cost: several describe paying a diagnostic fee, coming back with the same symptom, and being charged again to look at it.

Quality-of-work and safety concerns form a third cluster — warning lights still on, parts and inspections questioned, vehicles a reviewer felt were not actually ready to drive. The site reviews these as reviewer allegations rather than verified findings, but they recur often enough across all three stores to stand as their own theme.

Communication runs underneath many of the service reviews. Even where the underlying repair was genuinely complicated, the grievance reviewers voice is about not being called back, having to chase every update, or not knowing who owned the next step. Only 33 of the 227 drew a public reply from the dealer.

Diagnosis and cost disputes close out the pattern: reviewers who felt they paid for information or work that did not resolve the problem, or who got a different answer from a second opinion elsewhere and say they came away doubting the first.

Read this as a pattern across a fifteen-year span (April 2011 to August 2026), not a verified finding about any one repair. Only 104 of the 227 carry a published star rating, and where a score exists it is almost always the floor — 90 of those 104 sit at one star; the other 123 came from platforms that publish no per-review score. Yelp supplies 82 reviews and CARFAX 75, a different distribution from the sales complaints. 84 reviews carry a "service" department label from the source; the remaining 143 matched on their wording alone. The source links below carry the original dates and any dealer replies.