2009 CTS Battery Issue ( Disappointed with Cadillacís Response)
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2008-2013 Cadillac CTS General Discussion Discussion, 2009 CTS Battery Issue ( Disappointed with Cadillacís Response) in Cadillac CTS Second Generation Forum - 2008-2013; Hello all, I am on my 3rd Cadillac and have always been a very satisfied customer. I thought I would ...
  1. #1
    bcohen is offline Cadillac Owners Member
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    2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    Hello all,

    I am on my 3rd Cadillac and have always been a very satisfied customer. I thought I would share a very disappointing experience that some of you might be experiencing.

    Since I bought my 2009 CTS I have experienced the occasional waking up to a dead battery. This was very infrequent and because this was a weekend car, I just thought it was from the lack of use or that my wife a had forgotten to turn something off. I did however mention the issue every time I took the vehicle in for service, just in case, but was always told the charging system was fine.

    Fast forward to this year when my car went out of the manufacturer warranty and the extended warranty took over. All of a sudden, my battery was dead every morning, even after driving the car. I replaced the battery and it still happened. I took it into GM and they reset the computer, dead the next morning. I took it in to the local Cadillac dealership and they said it was the battery which I had just replaced. They put in a new Cadillac battery $240 and it was dead the next morning. 11 days at the dealership and they were stumped.

    I did some research and found a Cadillac bulletin stating the seat module would cause this issue and that it needed to be re-programmed. Cadillac said, ok $360 to program it. I was a little surprised at the price, but said, no big deal I have an extended warranty. Extended warranty company said, we will replace the module, but we wont pay to re-program it, that should be something Cadillac should pay for ( I agree).

    So to make a long story longer, it cost me 14 days without a car and $340 to have a module re-programmed that Cadillac new was a problem and never fixed while it was under warranty.

    Ok, no big deal, I will just call Cadillac corporate and they will surely take care of this known problem for such a long time loyal customer. Nope, they told me we don't cover anything out of warranty.

    End of story!!!!!


    Still in shock and planning my next move, but my next move will probably not have a Cadillac in it.

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  3. #2
    Tbbt is offline Cadillac Owners Enthusiast
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    Did any of your paperwork, for the many times you reported it, have your dead battery concerns written on them?

    If so, you do have a case for a warranty fix. You need your dealer to go to bat for you! Don't let them bully you!

    Marv

  4. #3
    Cadillac Cust Svc's Avatar
    Cadillac Cust Svc is offline Cadillac Customer Service
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    Quote Originally Posted by bcohen View Post
    Hello all,

    I am on my 3rd Cadillac and have always been a very satisfied customer. I thought I would share a very disappointing experience that some of you might be experiencing.

    Since I bought my 2009 CTS I have experienced the occasional waking up to a dead battery. This was very infrequent and because this was a weekend car, I just thought it was from the lack of use or that my wife a had forgotten to turn something off. I did however mention the issue every time I took the vehicle in for service, just in case, but was always told the charging system was fine.

    Fast forward to this year when my car went out of the manufacturer warranty and the extended warranty took over. All of a sudden, my battery was dead every morning, even after driving the car. I replaced the battery and it still happened. I took it into GM and they reset the computer, dead the next morning. I took it in to the local Cadillac dealership and they said it was the battery which I had just replaced. They put in a new Cadillac battery $240 and it was dead the next morning. 11 days at the dealership and they were stumped.

    I did some research and found a Cadillac bulletin stating the seat module would cause this issue and that it needed to be re-programmed. Cadillac said, ok $360 to program it. I was a little surprised at the price, but said, no big deal I have an extended warranty. Extended warranty company said, we will replace the module, but we wont pay to re-program it, that should be something Cadillac should pay for ( I agree).

    So to make a long story longer, it cost me 14 days without a car and $340 to have a module re-programmed that Cadillac new was a problem and never fixed while it was under warranty.

    Ok, no big deal, I will just call Cadillac corporate and they will surely take care of this known problem for such a long time loyal customer. Nope, they told me we don't cover anything out of warranty.

    End of story!!!!!


    Still in shock and planning my next move, but my next move will probably not have a Cadillac in it.
    Hello bcohen,

    I apologize for the issues you have had with your CTS. I would like to further discuss your situation with you. Please private message me and include your contact information, VIN, current mileage, and dealership name and location.

    Sincerely,

    Laura M.
    Cadillac Customer Care

  5. #4
    golf18mike is offline Cadillac Owners Member
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    Quote Originally Posted by Cadillac Cust Svc View Post

    Hello bcohen,

    I apologize for the issues you have had with your CTS. I would like to further discuss your situation with you. Please private message me and include your contact information, VIN, current mileage, and dealership name and location.

    Sincerely,

    Laura M.
    Cadillac Customer Care
    So what was the outcome this situation?

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    bcohen is offline Cadillac Owners Member
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    I sent a private message to Laura with all the information she asked for. When I hear back from her I will post the outcome. Thanks for asking.

  7. #6
    bcohen is offline Cadillac Owners Member
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    Hello all,

    Thank you all for your private messages and support. Here was the response from Laura. Although pleasant, it does not change my philosophy that if a company finds that they had a faulty part and create a fix for this part via a software upload, that they should offer this fix to the customer whether the car is in or out of warranty.

    Hello Brian,

    You are more than welcome. I am here to assist and make sure you are in contact with the appropriate person and team who can address your situation. I do see you worked with your District Specialist on the case and that your case was closed dissatisfied on 07/25/13. I apologize you were not reimbursed for the software update. As for now, there is not anything I can do, because the District Specialist already worked with the dealer to try and get them to reimburse for the service. I appreciate your willingness to reach out to me and work with me. If any new concerns arise, don't hesitate to contact me.

    Sincerely,

    Laura M.
    Cadillac Customer Care

  8. #7
    C "T" ess's Avatar
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    Come on, did you really expect any help from Customer Service?
    I would be sitting in the dealer's general manager's office until something was done.

  9. #8
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    I gather you did not have GM's extended warranty???....If not then I would think your war is with the extended warranty company...As far as GM is concerned you do not have a warranty, just someone else is paying for your repairs....Now if you got GMPP then Houston we got a problem.....

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    MoFex's Avatar
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    Quote Originally Posted by steelpony5555 View Post
    I gather you did not have GM's extended warranty???....If not then I would think your war is with the extended warranty company...As far as GM is concerned you do not have a warranty, just someone else is paying for your repairs....Now if you got GMPP then Houston we got a problem.....
    It depends on the deducible.

    Unfortunately you do not have a case as you did not document the issue with Cadillac. However, I would demand $240 credit for the battery they changed unnecessary.

  11. #10
    bcohen is offline Cadillac Owners Member
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    My extended warranty company said they would cover the seat module if it went bad and needed to be replaced, however they said a reprogramming would not be covered and that Cadillac should take care of that. While I am disappointed with that, I see their point.

  12. #11
    Joe
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    I always use the... "How about if call the Better Business Bureau and the Attorney Generals Office??? as a last resort after being polite of course.

    Best of luck

  13. #12
    bcohen is offline Cadillac Owners Member
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    Thanks for your reply Joe. Yes I am looking at several options and filing a BBB complaint is one of them. I am also looking at small claims court. I have an attorney friend who said he would take care of it for me as he cant believe that Cadillac would not make good on such a small claim. This is more about the principal of backing a product than the cost to repair it, although having the money back would be nice as well.

    I am curious to know how many others have had this problem and are currently experiencing it now. If Cadillac put out a bulletin, there must be a lot. So how much money did they make from there software glitch?

  14. #13
    Tbbt is offline Cadillac Owners Enthusiast
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    There is a difference between recalls and service bulletins. Service bulletins are written to better educate techs on "how to make specific repairs". They are not recalls.

    If your dealer serviced your car and couldn't solve a problem, there should be a reference in the system saying they could not verify the problem. If the tech couldn't find the service bulletin issued by Cadillac, it's the dealer's fault, not Cadillac's fault.

    In most small claim courts, lawyers are not allowed to present a case. That's why they are called 'small claim courts'. That way, the average person can present their side of an argument without having to hire a lawyer. Your court may be different.

    I know you've let us know your side of this, but something just doesn't add up for me to understand the outcome.

    Good Luck, Marv

  15. #14
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    I believe small claims court will be a disappointment for you and ultimately a waste of your time. Just a layman's educated response.

    I agree with MoFex' comment that they need to reimburse you for the battery they swapped out. WTF, didn't they test the old one before they stuffed a new one in?

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    bcohen is offline Cadillac Owners Member
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    Re: 2009 CTS Battery Issue ( Disappointed with Cadillacís Response)

    Thanks, you are probably right about small claims court, just frustrated I guess and am looking at all options. As to the dealers fault and not Cadillac's I agree to a point, but ultimately the issue was a problem with the programming of the seat module. A problem that existed since the car was new, but did not present itself till after the warranty expired. Why would a customer be responsible for such a thing.

    As to the battery, funny thing is, even after two batteries and the reprogramming of the seat module which fixed the problem, the Cadillac mechanic still says the issue was the battery, go figure.

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