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Cadillac Customer Care Representatives - Warranty or Dealership problems Discussion, Cadillac Customer Care - PLEASE HELP. in Cadillac Customer Care - Warranty and Dealership questions; Good morning all, I know some of you have read my ongoing issues with my new (to me) 09 CTS4. ...
  1. #1
    DaPurpleRT is offline Cadillac Owners Fanatic
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    Exclamation Cadillac Customer Care - PLEASE HELP.

    Good morning all,

    I know some of you have read my ongoing issues with my new (to me) 09 CTS4. I type this as I drove to work with a soaked passenger floorboard yet again. I have tried to clear the sunroof channels but have apparently failed as after 2 days of heavy rain they gave and I again have standing water and a smelly car on on the interior.. I have fought this now for 2 months of owning the car that I want to love so bad. I would lvoe to become a Cadillac guy (for my daily driver, my hot rods will always be Mopars) and this car is fundamentally wonderful, but I end up dreading driving the car I got with only 5xk miles and only a couple of years old.

    I had someone on the forum private message me and tell me their CTS had this same issue and the dealer fixed it at 6xk miles as Cadillac was aware of it and had a "campaign" on it (this was the term his service writer used). Even worse my HVAC controls are now acting up/not working and I fear it's the prolonged moisture INSIDE my Cadillac. Add to that the smell and I feel my car is getting ruined by an apparent known design flaw.

    All I request is that Cadillac take care of this please considering all the issues it has caused and the car is not far out of warranty. I would love them to fix the issues caused by it (floor smell and HVAC controls) but I don't know if Cadillac is that dedicated to the customer from what I've seen, even if it is a young person trying to decide if Cadillac is the right brand for him to stick with in the future.

    All I request is you please direct my local dealership to fix this issue.....

    Thank you.

    -Ryan

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  3. #2
    DaPurpleRT is offline Cadillac Owners Fanatic
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    Re: Cadillac Customer Care - PLEASE HELP.

    As an update....

    I just left work but had to come back in to get a cup and some towels. This evening now my front driver's floorboard has standing water a couple of inches deep! This is crazy! I just finished a 10 hour workday due to a power outage and having to get my network back in order and I have to deal with this! The interior roof is wet too for the first time. We have had exceptionally heavy rain the last 2 days. I don't know if it is simply clogged lines or if something else is going on but I beg you to please just have the dealership fix the issue. There is no reason at all a car this new should have standing water in all areas of the floor at various times. I feel like this has a strong chance of affecting not only my car but my health as well.

    Breanne, I sent you my info and have an appointment at the dealer, Walters Cadillac here in Pikeville KY for Friday. Please advise them to solve this issue and those issues that arose from it.

    Thank you.

  4. #3
    DaPurpleRT is offline Cadillac Owners Fanatic
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    Re: Cadillac Customer Care - PLEASE HELP.

    A morning update.... Due to the incredible amount of moisture inside my car I could barely get any windows defrosted to see out to drive (increasing safety issue). Also my HVAC and radio control buttons again decided not to cooperate so I couldn't actually adjust any temperature/routing settings (safety again). Also the whole time I still had drops of water falling on me even though the rain had ended hours before. I honestly, honestly cannot believe this is happening. My 91 Eagle Talon with 200k miles (with a moonroof) never had non-functional safety related equipment like HVAC controls and never leaked a drop.

    I parked in the front lot today instead of the administration/management parking lot because when I park there someone usually asks how I like the car (why not, it is beautiful after all?) but I didn't want to have to answer them or get questions about the perpetually steamed window...

    I am willing to concede this was a design flaw and if Cadillac will fix the flaw and the resulting safewty issues (HVAC and moisture in car) that they will indeed actually stand behind their product which is more important than making a "perfect" car out of the gate.

  5. #4
    JimmyH is offline Cadillac Owners 10000+ Posts
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    Re: Cadillac Customer Care - PLEASE HELP.

    I don't think it's a design flaw, otherwise everyone would be having the issue. It's likely a manufacturing flaw. Either way, they should indeed fix it. I hope you get it taken care of.

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    DaPurpleRT is offline Cadillac Owners Fanatic
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    Re: Cadillac Customer Care - PLEASE HELP.

    Touché Jimmy. But tomorrow they are having. Dealer look. It to get the issues fixed. I think they are going to fix the leak as well as the consequential issues of the electronic controls getting fouled out as well as the ruined carpet.

    I am impressed! Now so long as thru truly follow through. I'll keep everyone updated.

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    DaPurpleRT is offline Cadillac Owners Fanatic
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    Re: Cadillac Customer Care - PLEASE HELP.

    Just an update....

    I have no real updated. I made an appointment week before last for last Thursday.... Dealership said they had NO loaners and local Enterprise had NO rentals. Told me to take it Fri9day to work and they'd get a car and come get mine and drop me a loaner or rental off.... Called all day Friday, dealer said no loaners came in nor rentals.... Said bring Monday they'd pick it up. I park it out front in the open lot again. Somehow I get a tire now that is losing air from having to park in the public lot for 3 days versus the guard monitored/gated management lot.... They claim they can't get any loaner car nor rental again, bring the car to work today and they will get it and get me a loaner.... I can them this morning, now dealer is saying, after guaranteeing a rental for 5 days, that they don't think my engine troubles or anything else will cover a rental so I'll probably have to pay for a rental myself....

    I am waiting for them to call back. Is this what Cadillac service is like? This is my first GM and I know Cadillac service would be the best of the entire brand, so I haven't had experience with it, but the local Dodge dealership on my also bought used 20k truck always gave me a loaner and ALWAYS kept appointments I made a week in advance, let alone promising day after day after day and not delivering. I

    Sorry for venting but I am getting frustrated again and hoping this decision to join the Cadillac family wasn't a huge mistake....

  8. #7
    RippyPartsDept's Avatar
    RippyPartsDept is offline Hi, I'm Chris - Please Read My Signature
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    Re: Cadillac Customer Care - PLEASE HELP.

    Have you contacted the Cadillac Customer Care reps here on the forum?

    they can expedite and push through some of these types of 'issues' that people sometimes run into with dealerships

    your situation seems like it would warrant a much higher level of concern on your dealer's side and the Cadillac reps here can help your dealer realize that
    Chris Heath (RippyPartsDept) is an ASE Certified GM Parts Consultant at Rippy Automotive
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    DaPurpleRT is offline Cadillac Owners Fanatic
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    Re: Cadillac Customer Care - PLEASE HELP.

    Actually Breanne already contacted them, but they still don't seem too concerned.... Still no call back.

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    RippyPartsDept's Avatar
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    Re: Cadillac Customer Care - PLEASE HELP.

    well stay in contact with her about this - beyond the dealer she will probably be your best chance at fixing this ... are there any other GM dealers nearby?
    Chris Heath (RippyPartsDept) is an ASE Certified GM Parts Consultant at Rippy Automotive
    Rippy is a Cadillac, Hummer, Saturn & Saab dealership & Official Saab Service Center
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    DaPurpleRT is offline Cadillac Owners Fanatic
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    Re: Cadillac Customer Care - PLEASE HELP.

    Breanne, could you contact the dealer? I have to have a loaner, I have no other way to work, but they are giving rain tomorrow and I still have 4 large towels soaked in my car from the last rain.

    Thank you.

  12. #11
    DaPurpleRT is offline Cadillac Owners Fanatic
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    Re: Cadillac Customer Care - PLEASE HELP.

    Dealership never called. Just talked to my Cadillac Service specialist Martin. Said he would contact the dealer tomorrow and get back with me. I am a bit nervous though as Martin didn't seem to get the extent of what needed fixed (aside from the leak itself is the carpets (possibly), the lectronics that have shorted out due to moisture,etc). I hope Cadillac Corporate steps up to the plate as I don't see the dealership doing much of anything on their own.

    Oh, and the other GM dealership in the town is owned by the same family...

  13. #12
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    Re: Cadillac Customer Care - PLEASE HELP.

    I am glad that you got ahold of your specialist. Let me know what they tell you when they call you back today. Hopefully its good news. Keep me updated.
    Breanne
    Cadillac Customer Service

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    DaPurpleRT is offline Cadillac Owners Fanatic
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    Re: Cadillac Customer Care - PLEASE HELP.

    FInally got an update.

    Martin Fishman told me Cadillac would NOT help me. Apparently he basically informed me Cadillac has the money for the car and once it reaches 50k miles they will NOT allow any leeway even on an obvious manufacturing defect. It did NOT Matter to him that this is causing major safety issues on a CADILLAC barely 2 years old. It seems that having a Cadillac doesn't afford me superior service as I had been told.

    Actually I think about my 1999 Dakota I also bought used.The truck barely costed $20,000 new and I paid a good bit less than that used. The transmission started acting up at roughly the same mileage out of warranty as this car.but you know what? Dodge recognized that this was unacceptable and took care of me. They replaced the valve body and several sensors at NO CHARGE. Even though they had my money and technically the warranty was out, they had the caliber of customer service to realize you don't abandon your customers like Cadillac is doing to me now, even ona vehicle that cost 1/3 of what this CTS did when it rolled off the lot.

    That wasn't even a safety issue like this is, so they didn't do it out of worry of lawsuits or bad press. The did it just because they actually believed in their product and supported it. If GM takes so little care of the customers of it's top brand, I am afraid that I made a jump onto a ship I shouldn't have. I basically feel I have put misguided faith in a company I obviously shouldn't have.

    I know these cars are nice and I hope no one on the forum is angered by this as I have only posted factual statements here. I love the car, I do, but if such an obvious manufacturer issue that puts me and anyone else riding in my car at risk is not deemed an exception to a paper warranty, I just can't support it. I work in Management/Corporate for a Fortune 200 company, and if we treated our customers this way, with word spreading the way it does on the internet now, we'd be out of business or needing some kind of bailout rather quickly...

    ----------

    Also, the car is at the dealership right now but I have to pick it up this evening. It is giving rain today and tomorrow and since I have no garage I will have a flood inside my car very soon. I will snap some pics to share on the net of the water standing inside my 09 model loaded CTS soon.

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    RippyPartsDept's Avatar
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    Re: Cadillac Customer Care - PLEASE HELP.

    i did not know that you were out of warranty ... that is a different situation altogether

    how many miles out of warranty are you? and how many miles when it first happened?

    usually service managers can 'goodwill' repairs when the car is just out of warranty and has a problem like this
    but that depends on various other factors (for instance, how much they've goodwill'd recently and their standing with GM)
    it also depends on the service managers themselves

    the level of service that you get while under warranty should be about the same but some dealers are better than others
    the level of service that you get once you're out of warranty totally depends on the specific dealer

    i'm sorry that this situation hasn't ended very well for you but I do have a couple suggestions if you haven't already tried them
    1 - i would suggest trying to speak with the service manager and asking about a goodwill
    2 - if they can't do that then maybe they will split the repair with you - it can't hurt to ask

    a friend of mine had an issue with his ford e250 van that should have been taken care of under warranty but he waited too long to take it in and mention the problem
    it was a $2000 repair ... in the end the dealer got ford to cover half of the repair

    we've done similar things here at our shop also ... sometimes we can goodwill the whole repair other times we can only offer partial coverage and other times we can't offer anything
    Chris Heath (RippyPartsDept) is an ASE Certified GM Parts Consultant at Rippy Automotive
    Rippy is a Cadillac, Hummer, Saturn & Saab dealership & Official Saab Service Center
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  16. #15
    DaPurpleRT is offline Cadillac Owners Fanatic
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    Re: Cadillac Customer Care - PLEASE HELP.

    I got the car with 59k miles and began trying to get it covered at that point. So about $9000. I honestly expected the goodwill to at least equal a 20k dollar Dodge pickup on a 50k+ Cadillac. I really thought being the flagship for GM would afford BETTER service than a pickup from Chrysler's non-premiere brand.

    I just have to be honest, I am so shocked that this is even being an issue really....

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