Cadillac Customer Service Complaints - page 3

I feel Cadillac management should be told how inept and frustrating their customer service specialists appear to be! In trying to track my new car order,I was given telephone number:. I was given a request and told to use that number for updates on my car's statis. I left three messages on different days requesting return calls that I never recieved. I then tried another service specialist who gave me bad information and promised that my initial contact specialist would call back immediately... NO CALL and it's 24 hours later. Next, I called and asked to speak to a supervisor and was left on-hold for 20 minutes. No one ever reponded. My dealer was finally able to get me some answers! This is certainly not good customer service, particularly for a regular Cadillac customer!

I have had horrible customer service at both Cadillac of Metairie and Levis Cadillac of Slidell. They won't call me back after taking my phone number on numerous occasions in which they were doing repairs on my vehicle. The Service Manager at the Slidell Location repeatedly called me dude. I will never by another Cadillac as long as I live nor recommend one to anyone I know. The service is terrible.

Our CTS has numerous problems and the cadillac motto seems to be milk the customer out ever dime you can. They have priced parts with a 500% markup, thier labor rates are outragous and they will bill for things over and over. If you have to take 2 things apart to get to the third they will bill you to take all three apart unless you catch it and call them on it then it is a mistake. Our car has left dealerships with oil on broken mirror and other things, cadillac refusing to fix the things they broke or got dirty. Just overall very bad service at most dealerships.

My 2006 CTS has had continuous problems and over $3000 in repairs in just 6 months. It has been towed to the GM garage twice, when I was stranded. This car has only 58,000 miles on it, yet has had issues NO car should be having. The sad part is, Cadillac refuses to take responsibility for a poorly manufactured engine. My family has ALWAYS owed GM cars. My first was a 1983 Chevette I bought new when I was 19. Since then I have bought a 1985 Toronado, 1991 Cutlass Supreme, 1995 Cutlass Supreme, 2000 Alero all bought new from the same sales person. This 2006 CTS is the first "used" car I have ever purchased from a GM dealer and it is the worst deal I ever made. This car has been immaculately maintained yet all Cadillac will say is "too bad, so sad". Your customer service is the worst I have ever dealt with and Kool Chevrolet is making me question their integrity. All these engine problems PLUS the ruined a set of tires for me!!! When rotating a set of one way Hankook tires they crossed them. All Kool did was say "sorry" and offer me a free oil change. These tires were NOT rand new, but had less than 15,000 miles on them !! AGAIN, I was the one to pay for ignorance...I had to purchase 4 new tires !!! In investigating the issue with this car I am seeing repeated complaints regarding the same issues and tons of recalls. Isn't Cadillac the top of the GM line??? If so, Cadillac should stand behind their products and admit THEIR faulty equipment is responsible Please feel free to research my vin#1G6DP577160122777. NO ONE has touch my engine except Kool Chevrolet since I purchased it. Larry Kellet there is my salesperson and can confirm this info as well as the fact that he has sold over 20 GM cars to my family since 1984. I am sorry to say that this may be my last GM car. I have never been so disappointed or angry with a company .

I Would like to share with you my experience with Cadillac ,I'm living in Dubai and I have my "CTS" Car - model 2012 , its VIN Number is 1G6D95E55C0115340 , the car made only 4700 KM .

On the 9th of March , my car stopped on the high way and didn't move which enforced me to step down and push the car on the high way to the safest place where I can park it - It was very un-safe action to push the car myself on the high way but I had no other options as it was also un-safe to hold the car at the mid of the high way while the other vehicles were moving very fast , also it was a bad image for GM generally and Cadillac specially to push its new car on the high way in-front of the others because it is not working .

Same day , I tried to call the road assistance service to come and pick my car but unfortunately , no one answered my phone and although I left a message on the answer machine but no one called me back .

On the 10th of March , I called the road assistance & finally they picked up the phone and they sent a towing truck to tow my car and I faced another issues :-



* The truck's driver pulled my car from the chassis and not from
the specified towing part in the car;

* He towed my car to Liberty maintenance shop at El Qarhod-Dubai
and after stripping my car off the truck ; we discovered that we have to deliver it to Liberty maintenance shop at El Rashidya , so another towing truck came and picked up my car to the other maintenance shop.

After that , I was surprised to be informed that there is an issue in my Gear box and Liberty Dubai did order the missing spare parts from GM and no one knows when it will arrive??!! ; moreover , I was really shocked when I saw my new car lifted up on one of the cranes and it was totally opened from downside !!! - something I can't believe to have and to get from a new car and specially a Cadillac car .
Briefly , I'm a customer and for me the car is two things ; Engine and Gear Box , so if one of them is broken down - I can't & will not compensate for it , therefore bottom line , I will not accept getting the same car - so I'm requesting to have new car replacing my current car , so please let me know when can I get It ?
Mohamed El Zouka
00971566813009

I have a Cadillac SRX that has 3000 mi. I have had mult problems with the car. I just had to bring it in again for oil leaking out of the mec that raises the back hatch. The thing that upsets me the most is cadillac customer service that sent me a letter giving $100 off servic for all my problems. The car comes with bumper to bumper service. I tried to use it for a can of tire inflater ( had a rim leak in the first 500 mi and had to use the one that came with the car) and was told I couldn't use the letter to cover the cost($33) It is insulting to get a guift thet can't be used. I would have rather had nothing. I asked customer service how I could use the $100 and they couldn't give me an answer.

Latest Update and final update:
I was thinking I wanted a new CTS-V sedan. My wife was wanting a new Cadilac SRX. I thought we had found the perfect comprimise; the CTS-V wagon; until the latest from custor service. My wife got a call from Nichole at customer service stating there was no documentation of our problem and that we need to take the car to the dealer to find out what was wrong. I had aready talked to our dealer who said they were aware of the problem but would not fix it under warranty because it was 9,000 mile out of warranty. I called Nichole back and got her voice message saying she was only available Mon - Fri from 8 - 11 and my call was very important to her. Her English was so bad I could hardly understand her but I left a message with my CS#, name and phone number. A week later and no call so I called back between 8 -11 but got voice mail and left my message again. A few days later the same thing. Obviously my call was not so important. So requested a new CS rep and got Christine. She had a strong accent but her English was clear enough and she was very polite. I explained that the dealer we had been working with was an hour drive and that they knew what the problem was already. She said we still needed to take it in. I asked if we could take to our local dealer only 10 miles way but she said it would be best to take it back where we purchased it. So my wife got off work one day and drove there. The service rep raised the hood and pulled some leafs from around the fire wall/whindshield area and showed them to my wife and asked if she parked under a tree. She said yes, there are trees beside our driveway. He said that's the problem. Duh? The next day we get a voice message from CS manager, Leo. Seriously, his English was so bad I could not understand his phone extension. I had to get my wife to interpret it for me. I called Leo and left him a messge to call my cell phone and repeated my name and cell phone number twice, slowly and clearly for him. Next day, another message at home. Repeat my previous message. Finally after 3 days we talk. He says his manager is reviewing the case but they probably will not be able to do anything. A few days later, another call on the home number. 2 days later he calls me to let me know for sure, they can not do anything. They can only replace the hoses with originally hoses with original design. Nothing can be covered. Even if it was within the 50,000 mile warranty it would not be covered. I asked him, so you mean a Cadilac CTS with a sun roof can not be parked ourside near trees??? His only response was under certain locations and circumstance it can be a problem. So if I go buy the $70,000+ CTS-V wagon with a sunroof, I can expect the same thing if I park it under a tree? No thanks! My wife's old ford with a sunroof parked there for years with no problem. I've been parking my Denali with sunroof in the same spot for 3 years with no problem. Obviously Cadilac has an engineering design flaw they are not willing to stand behind. So I am done with Cadilac. And you would think an American car company, in America, would have someone in customer service that could speak good American English.

Jim Longwith

I have a 2009 Cadillac SRX, which has been in the shop over time to have 46 different things repaired. Eventually, I figured I needed to complain to Cadillac Customer Service.

I tried calling Cadillac Customer Service... But once they found out I have a problem car, Cadillac Customer Service just brushes me off like I am an annoying fly - and tell me 45 issues are no big deal because they are not critical. They said when a company produces as many cars as GM does, some will not be perfect. After they assign a "District Representative" they direct all communications to him/her, but he/she doesn't return your calls after you leave messages. A very good procedure if you wish to duck and dodge your most unhappy customers. I assume that getting a lawyer and perusing the Lemon Law is a consumers ONLY resort when they make the mistake of buying a Cadillac. But personally, I may not qualify for a Lemon claim, because mine is an "Executive Driven" car, and it has been more then 2 years. (Mo Statute appears as if you must make Lemon Claim before 18 months to be valid.) (No wonder GM tries to drag communications out as long as they can!)

I have 3k left on the warranty - The bi-weekly repairs will then become a cost factor for me. I will then probably then be wanting to dump this wonderful example of Cadillac Quality and Engineering, unfortunately the Carfax on this SRX will look horrible, causing any Used Car manager of a shop where I am trying to trade, to probably tell me they don't want my car. (If I attempt to trade at any GM owned product dealer, they will have access to the actual service records and kill the deal!)

My "District Rep" as avoided my ALL calls for over a month now. (Talk about the cold shoulder treatment!)

For your entertainment, here is a list of the issues for you!

1. NAV screen wont' turn off. (Not Fixed :: it is just that way)

2. Mirror Flawed. (Replaced)

3. Transmission Erratic Shift. (Not Fixed :: it is just that way)

4. Door(s) Drop. (Repaired)

5. Water Drips Drivers Side. (Repaired '“ See Heater Issue)

6. Chrome flaking on Drivers Door Handle cuts finger. (Replaced)

7. Garage Door opener fail. (Replaced)

8. Heater stopped working. (3 Dealer Visits to Repair '“ Sensor Fail from prior repair)

9. Vent Knob, Center Vent fail. (Replaced)

10. Rear Wiper Washer fail. (Replaced)

11. Rattle above head '“ dealership lubricated sunroof rails. ((This was actually fixed when the sunroof shade broke 2 year later.))

12. Remote Start/Lock fail. (Replaced '“ took 2 Shop Visits)

13. Rear Overhead AC Control mounts fail. (Adjusted)

14. Rear Side Window loose. (Repaired)

15. Rear window Washer Fail (2nd Time) (Replaced)

16. Passenger Air Vent knob Fail. (Replaced)

17. Timing Chain out 28k miles. (Replaced)

18. Plastic Trim above Windshield Fail (Replaced)

19. Drivers Lumbar fail. (Repaired)

20. Trim Above Windshield Fail. (2nd time) (Replaced)

21. Drivers Lumbar Fail. (2nd Time- 10 days after repair) (Repaired)

22. Ignition Key Fail. (Repaired '“ Key Bent)

23. NAV Screen Flicker. (never fixed, still does it)

24. Acceleration Noise : Heat Shield Fail. (Repaired)

25. Oil Change Monitor Re-Program

26. SunRoof '“ Metal on Metal Grinding : Broken Tab. (Replaced)

27. SunRoof '“ weather seal Fail. (Replaced)

28. Trim above Windshield Fail again (3rd Time) (Replaced)

29. Rear View Mirror Mount Fail. (Repaired)

30. Roof Trim Passenger Side Fail. (Repaired)

31. Drivers Side Vent Knob Fail. (Replaced)

32. Drivers Side Interior Door Handle, Chrome Fail. (2nd time) (Replaced)

33. Rear Seat Belt Tensioner making noise. (Tightened)

34. Trim Above Windshield came off. (4rd time) (Replaced)

35. Trim above Windshield broke again at 2 weeks from repair '“ this time, left it in place and sealed the crack, as crack is dead center and straight. (5th Time) (Repaired)

36. Entertainment System Headset Fail. (Replaced)

37. Roof Trim, Passenger Side Fail (2nd Time) (Repaired)

38. Parking Lamp Fail // Headlamp Clear-coat finish fail- Drivers Side. (Replaced)

39. Sunroof Shade '“ Total Frame Fail. (Replaced) (This also fixed the tapping noise)

40. Driver's Lumbar fail. (3rd Time) (Repaired)

41. AC Evap Drain Fail :: Dumps into Passenger Floor, Soaked Carpet to rear seat, and Dash Insulation. (Repaired) (Cleaned and Treated Carpets for mold)

42. Replaced Passenger Side Headlamp Assembly, to match Drivers Side (indications of premature clear coat fail and HID color variance.)

43. Upper Glove Box Door Fail. (Replaced)

44. Overhead 2nd row Light/AC Control falls. (Replaced.)

45. Roof Trim, Passenger Side, Fail Broke' (3nd Time) (Replaced)

46. Steering Wheel Heater Element fail. (Replaced Steering Wheel)

Purchased a 2011 srx paid a lot of money car had to have condenser replaced makes a lot of noise and was at dealer for 5 days to set program for hesitation you have to be kidding me I will not recommend this product to any body when you spend this much money Do not want this aggravation very disappointed in this car. Peter Maio

i have bin a cadilac owner for 7 years when i went in for service my service writer refused to handle me becauseoff the answers i filled in on the qualty form i anserd honistly

I have been driving cadillacs since I bought my 1st one in 1975 ($8500) to my present 2008 Escalade ! I have LOVED cadillacs since I was a child growing up in NYC...a few of my uncles drove them and I said when I grew up it would be a cadillac for me !!..Sadly as my lease ends in a few weeks, It seems that 36 years of cadillacs are coming to an end !!!...corporate GREED has got in the way of CUSTOMER LOYALTY...I put $7500 down on this vehicle,with the intent to purchase it at lease end,but the dealership would not negotiae the buyout figure,so there goes our 11th cadillac over 36 years...we are very sad about it ....if anyone cares,