Juan Serrano

Riyad Hossain

Jul 16, 2026

Google

On June 15, 2026, I left my car Cadillac Lyriq 2024 at Empire Cadillac in Long Island City, at 39-10, 43rd Street. The service advisor I left the car with was named Juan Serrano. The issue was with the small auxiliary battery, and I left the car for them to replace it. When I dropped it off, they told me it would be done quickly. But after a week, they said my car was in the queue—at first, they said it was 16th in line, then the next week they said 6th, and the following week they said the . They kept delaying, saying they’d give it the following week. At the end of the second week, on Thursday, they told me the cost would be $1,600. I asked why, since for a small battery, it should be $400, $500, or $600 at most. I reminded them I had a warranty. I had Cadillac’s bumper-to-bumper warranty and had purchased an additional global warranty for 100000 miles . Yet they said my warranty wouldn’t cover it and insisted on $1,600. I spoke to the manager, who said the same thing and kept playing the same drama. Eventually, they reduced it to $1,000, promising to return the car on the third week’s Monday. On Monday, they said it still wasn’t ready. When I asked how much longer, Juan said he didn’t know. Imagine, for a small battery, it took them this long. On the final Friday, July 3rd, they told me to come in the afternoon. When I called in the afternoon, they said to come in the evening. When I called in the evening, I found out the manager and Juan weren’t there, and I had to pick up the car from someone else. When I got the car, they hadn’t fixed the battery properly—they just replaced it. They broke the hood release, the A/C roller was missing, the tire wasn’t fixed, and the sensor wasn’t fixed. They wasted three weeks of my time. I am a TLC driver, so I warn everyone: Avoid Juan Serrano. Be very careful. This Empire Cadillac service center is terrible. For one battery, they wasted 20 days and returned the car with more damage. Thank you. Stay cautious.

Vince Moguel

Feb 6, 2026

Google

Great customer service great great great. Juan great advisor

William Brown

Nov 25, 2022

Google

Had a great experience purchasing a new truck from the Empire team. Juan, Jhonnattan, and Charles were all extremely knowledgeable, helpful, and went above and beyond to get me into the perfect vehicle. Thank you all very much!

William B.

Nov 25, 2022

DealerRater

Had a great experience purchasing a new truck from the Empire team. Juan, Jhonnattan, and Charles were all extremely knowledgeable, helpful, and went above and beyond to get me into the perfect vehicle. Thank you all very much!