: Add me to the list of A VERY VERY Bad dealer experience... :(



wait4me
08-19-11, 02:15 PM
I took one of my Bone stock Never modified Vs to the dealer last month after the tie rod BROKE while driving down the highway.

I had a list of other things that needed to be fixed. All this on a car with 15000 miles on it. Not abused like the other cars i own.. "i pay for parts that break on them on the modified ones..."

Ok things on the fix list.

Falling off sail panels where the seat belts are on both sides.

Sticking button on recaro seat that drains battery every time..

Non working Cd drive mechanics. It wont take a cd all the way into the unit.

MASSIVE leak in the trunk every time it rains there is standing water. "carpet all moldy as well and smells horrible, and color faded carpet"

Rattle that is horrible on the back window ledge. Even when radio is off. Worse when the radio is on.

Broken tie rod end. "this problem has been going on for a while as 3 COMPLETE sets of tires have been on the car in its 15000 mile life. NOT just the rears" The wobbling on the wheels in the rear where the cause as they where moving left to right from the loose tie rods..."
I took it to a dealer in florida keys last december to have them check it and they said everything was fine, even though i knew it wasnt right. They fixed some rubber piece, but that was not the issue apparently.. As no other cars of mine eat up the FRONT TIRES also..


Onstar radio antenna looses connection randomly making a red light on the mirror turn on.

bad crooked V badge emblem on the driver side. about 30degrees off from 90

A Flaw on the driver door metal from the factory stamping that was a Backwards Crease facing out, not like a dent.. "it was stamped wrong and you can see the line in the paint pretty bad"

Fix a scratch on the rear door that happened as i lost control of the car when the rear tie rod end broke at 60mph and ran off the road into the ditch. It hit a branch on a tree. about 3 inches long. The other light scratchs buffed out.




Ok, one month later, i get.

No fixed seat switch that sticks every time.

GREASE on the sail panels and on the front where they pushed it to get it on the lift and while fixing them. Hand prints, and a whole hand on one side...

A Chip in the paint down to the primer on the driver side door where they hit it on the lift while getting out of the car about 1/2 inch at the bottom edge.

NO replaced carpet in the trunk and still all moldy. "They lied to the cadillac service advicer and told them they cleaned the carpets and that i was full of crap" Crazy..

50 Codes on the system with 10 ERROR messages on the dash. ABS light on, AIR bag light is on, Body control module light on, Traction control light on, service stability control. Exc...
"when i picked up the car, the lights where all on, I told them about it before i even left, and they blamed me saying that "i had something unplugged to turn off the traction control so it would do burnouts" LOL what the heck, we can turn that off with a button... I had to take the car and leave with them not fixing this, "because it was not thier fault".. There where no nights or errors on this car when it came to thier shop.. NONE.. I told him this, and he basically called me a liar to my face..

The problem for the lights where; they forgot to plug back in the rear passenger tire abs sensor wire when they replaced the tie rod end. Then the codes where for a low voltage issue when the battery went dead, so they just needed cleared, THEN had to do a VATS relearn for the bcm, air bag, and NEW RADIO that had a wrong vin in it from when they replaced it. Once that was done, no more codes and no more lights.. So, easy fix, but they blamed me for this?? I even asked him to just hook up his tech2 for a minute just to see what it was complaining about, he refused..


No working navigation system. "the radio is complaining about the GPS antenna not plugged in. So the radio needs pulled back out and plug in the navigation antenna." Im not going to do this, as they cut my leather and needs to be replaced. They obviosly didnt even check to see if the work they did was correct, as they would have instantly saw this issue if they checked.....

Several huge cuts all the way thru the leather on my Dash where they took the pieces off to put in the cd player. "They tried to hide the cuts with a magic marker Black in color to hide the cuts... "

Gouged the black trim pieces where they pried on them to get off the carbon trim peices...

Didnt fix any rattles in the back ledge at all.

DID NOT do a rear tire alignment after replacing the ADJUSTABLE tie rod ends. So on the way home, 60miles away, the back tire is completly down to 0 tread left due to being to far to the right now. So 15000 miles, and now im going for 4 complete sets of tires i have to buy..

Didnt fix the scratch on the rear driver side door.

And, the worst of them all, they said to gm that i have 25000 miles on my car, and i get a carfax error saying that they did this.... I have 15000 miles on it, NOT 25000 miles.....
So on my repair reciept and to cadillac care adviser they say it has 25000 miles on it which is NOT the case....

There is more than just this, but man crazy. Ill put on pictures of everything in a few minutes....

This is probably the last dealings with Cadillac in general, Im not a normal customer, and it seems that we all get treated like crap for no reason. IT should never be like this. I have $717,000 dollars worth of cadillacs in my personal corral, makes me want to sell off every one of them and move over to something that they treat customers alot better.. And treat cars with alot more respect....

At least at ferarri they treat you and your car with respect...

musclesbmf
08-19-11, 02:34 PM
Hmmmm....
Id love to see you get into the Nissan GTR world and learn the Cobb Access Port software etc. Nissan treats you like a king when you arrive in the GTR. I was really amazed.

Mark

translux
08-19-11, 02:35 PM
Holly hell that's awful!
How can I check the tie rods?
I ask because your white car felt so much more planted and steady than mine, I chalked it up to tires but maybe I have an issue.

The Tony Show
08-19-11, 02:36 PM
That's just ridiculous. I don't even know what else to say. :tard:

wait4me
08-19-11, 02:37 PM
The only way is to take them off pull them apart and look at the threads. If it is a 2009 just replace them and make sure you make the threads on both sides even, so it has more grip on both sides not just on one side of the nut.

hulksdaddy
08-19-11, 02:37 PM
Yikes! What's your plan to deal with this?

Did I miss the dealers name? If not, post it up. Time for them to reap the rewards of their shitty service.

wait4me
08-19-11, 02:40 PM
On the car in question, it felt different from about 3000 miles on... So it took 12000 for it to completely fail. During the 12000 starting to break miles, i went thru 2 sets of tires on all 4 wheels, and im now down again to needing replaced, so 3 sets of tires out of the ordeal. on the way home, the rest of the tread on the back passenger side is now completly flat with no more tread at all thanks to no allignment done after replaceing the one that broke.... Both rears where replaced, so both tires are not straight anymore like needed as it would be impossible to guess on something like that.

translux
08-19-11, 02:44 PM
The only way is to take them off pull them apart and look at the threads. If it is a 2009 just replace them and make sure you make the threads on both sides even, so it has more grip on both sides not just on one side of the nut.

Mines a 2010, is this something you could replace? Any better aftermarket versions?

neuronbob
08-19-11, 02:52 PM
Sounds like you got a lemon, Jesse, and the tie rod is a known V problem with a TSB. Sorry to read of this. Your first V you gave me a ride in (modded of course) was in exemplary shape and from what I saw when I visited, you really take care of your cars.

As for the dealer, I don't even know what to say about that. They obviously need work on their customer service skills.....and if they treated you like that (and you are someone who knows these cars inside and out!) I can only imagine how they would treat me, a relative no-one.

(Bob thanks goodness for his reasonable servicing dealer)

wait4me
08-19-11, 03:06 PM
Yeah that one you drove in i have not had an issue with either, it has been very good to me, I replaced those tie rods on that car on my own because that is a moddified car right when i saw the recall, as i track that one and have given it a severe beating in its life. lol .. That car has been really good with no issues like this other one and well, still on its original front tires somehow as well! lol Crazy just crazy......

I figured that with a car that is all stock, and not beat on ever, "it is just the cruizer" would not have to worry about failing suspension stuff... So i never took it in for recalls.. I should have just done it all myself and saved myself the blood pressure..

wait4me
08-19-11, 03:09 PM
I think there is a huge problem and what it is, is this...

No competition anymore between dealers... They dont have to try anymore to keep anyone..

They shut down all our caddy dealers within a 60 mile radius of me. And tons all over the country, so the ones left no longer have to try to keep customers as they just assume they are all stuck and have to deal with them no matter what. IF you dont like it, then tough..

That just aint the way to go about things....

M5eater
08-19-11, 03:09 PM
It sounds as though that particular dealer has decided the level of quality of service they're going to give you regardless of what issues you bring back up to them. Time for GM customer service to step in, but you probally already know this. I'm not sure what they could offer you at this point that could correct the problems. The shear scale of it sounds like a very pricey venture to set back right. The dashboard fix alone is probally north of $1000.

snzuloz
08-19-11, 03:14 PM
Now you know how WE feel...

thebigjimsho
08-19-11, 03:33 PM
That's sad. Lemon car and a lemon dealer...

CTSVKINGWAGON
08-19-11, 03:34 PM
Make sure this dealership pays for the bad service. Call GM customer service, or PM a rep on the forum about it with the name of the dealership. I have experienced the same thing and you CANNOT let them get away with this and screw everyone else over.

Speedtrapped
08-19-11, 03:43 PM
Jesse, On Audi forums, whenever a service dept really screws up, the thread starter usually outs the dealership. its not bad form, it saves everyone else the headache and you know what you have agreat rep and understand customer service, they dont...let them suffer.

Razorecko
08-19-11, 03:53 PM
As odd as it sounds every single car I have driven hard has rarely given me an issue. Its the few that I've babied that have given me problems....I've had a jeep srt8 that I lemon'd ( babied that ), hell I even had an old mercury mountaineer that caught on fire as I was driving it ( babied that ).

cbloveday
08-19-11, 03:54 PM
Apparently, that dealership does not know who you are or they would have given you the red carpet treatment.

Lord Cadillac
08-19-11, 03:54 PM
Since we have Cadillac customer care representatives on this site, you should definitely contact them in regards to this...
http://www.cadillacforums.com/forums/cadillac-customer-care-representatives/

wait4me
08-19-11, 04:37 PM
Apparently, that dealership does not know who you are or they would have given you the red carpet treatment.


Shit thing is curtis, that the car i let you borrow had a bad tie rod end as well and failed shortly after.. Good thing i fixed that one myself.. But that was a modded car.... So i expect parts to go bad..

RippyPartsDept
08-19-11, 05:44 PM
are you going to ft wayne or huntington?
i assume you're not going out to kendallville...

for recalls you will have to go to a cadillac dealer, but for any other work ... (warranty included) ... you can go to any dealer you want

so if you've got a local chevy dealer you like you can get your warranty work done there

...

definitely file a complaint against that dealer and definitely get cadillac to fix your car correctly (either at that same dealer or at another dealer)

cbloveday
08-19-11, 05:56 PM
Well, all I know is I am grateful to have been loaned your car and I treated it with respect. It is nice to have a loaner while your car is being worked on.

Razorecko
08-19-11, 06:43 PM
Well, all I know is I am grateful to have been loaned your car and I treated it with respect. It is nice to have a loaner while your car is being worked on.

same here, even had Jesse's "loaner" cleaned up for him

Howsitgoing
08-19-11, 06:55 PM
I would take a picture of you and all your Cadillacs in one photo. Send it to the Cadillac Rep here, the dealer, and District Rep.
"Are you sure you want to treat a customer that probably owns more V's then this dealership has sold like this....or anyone for that matter?"

M5eater
08-19-11, 06:58 PM
Jesse, On Audi forums, whenever a service dept really screws up, the thread starter usually outs the dealership. its not bad form, it saves everyone else the headache and you know what you have agreat rep and understand customer service, they dont...let them suffer.

The difference here is, that customer care reps are on this forum and actively look for problems that need solvin. You don't get that on Audizine or audiworld.

translux
08-19-11, 07:37 PM
same here, even had Jesse's "loaner" cleaned up for him

I am also grateful for the loaner and gave it a full detail while I had it :)

turbol15
08-19-11, 09:19 PM
I had the dealer tell me if you want your diff. replaced take it to where you bought it.

cbloveday
08-19-11, 09:43 PM
I had the dealer tell me if you want your diff. replaced take it to where you bought it.

That is wrong on a multitude of levels.

tedcmiller
08-19-11, 10:29 PM
My dealer has been very nice. Fixed everything I have had a problem with on seven Cadillacs (which has been minimal or recalls), with no foul ups or poor car condition when returned. I guess some people just go to bad dealers.

MReiland
08-19-11, 10:36 PM
I had the dealer tell me if you want your diff. replaced take it to where you bought it. We will have to work through these one by one, I can try and help.

translux
08-20-11, 12:13 AM
I had the dealer tell me if you want your diff. replaced take it to where you bought it.

Good customer service is dead, I tell all of our people that everyone is someone's someone and as long as it doesn't cost us too much $$ provide a high level of serivce. All we have too loose is a customer. :bonkers:
it only costs us about $2k to get a new customer!!!!
Why is this so hard to see for the majority of companies????

HeavyH20
08-20-11, 12:25 AM
My take is that many of the folks getting into the car service business are inept. Yes, there are certainly talented and passionate folks in the field but they are few and far between. When you do find one, they are in demand and overworked (just ask Jesse) because of the general malaise of talent available at dealerships. The other challenge, to counter the non-competition amonst GM dealerships, was that dealers simply undercut another GM dealer instead of competing against the real competition, non GM brands. This yielded less margin and profits for the dealers which then creates a penny pinching mentality in the service area (overhead). What kind of talent can you afford whe youa re not making money? How many GM dealers have a nice, clean, up to date facility? Ever been to BMW, Lexus or Infiniti dealer? Quite a difference from my perspective with the facilities and service. I have often opted to simply repair my car on my own dime versus taking it in to the local Cadillac dealer to have them violate my car. I am very impressed with GM and the cars they have produced but been significantly dissappointed by the supporting brand dealers. Yes, there are some very good dealers with stellar reputations but they are the exception, not the rule.

BLEWBYUWIT6.2
08-20-11, 08:30 AM
you are a better person than me.....i would have hit the friggin roof...emails and phone calls as high up the ladder as i could get...lawyers also make things happen very quickly...that milage deal is fruad on their part ....call your lawyer and thats probably gonna be the leverage to get all those issues fixed

tbss08
08-20-11, 10:17 AM
Brings back vivid memories of why I stopped drinking the GM Kool Aid. All corporate cares about is getting the sale, after that it's up to the dealer to finish pissing off the customers. Good Luck getting all this fixed Jesse, after the past three years of hell with GM, I'm glad I moved onto something else.

wait4me
09-16-11, 11:11 AM
All these things are still not fixed. It is crazy. They are going to have a meeting to see if they feel they should fix the stuff they did wrong. I cant believe it....

Funny thing is, I am buying 3 ZL1 camaros.. Guess who is not getting that sale.....


Current things about the whole deal.
Dealer lied to customer service saying that they steam cleaned my trunk carpet. So still fuzzy moldy carpet.
1 inch chip in paint down to primer in door on the bottom edge from thier lift.
not align wheels after replacing tie rod ends. I had to eyeball them/adjust to be closer so it didnt squeal driving down the road. Tires are now completely bald from that 60mile drive home.. So looks like ill need to replace all 4 tires AGAIN.
GPS antenna not hooked up after replacing parts.
Rear trunk leak STILL not fixed. I found the leaking tube now, it is a broken little plastic elbow.
Scratch on rear top of bumper from them leaning over it to look around. Maybe from pants button..
Onstar antenna no working still.
Switch in seat still sticking and draining battery.
rips in leather that they tried to fix with a black marker are now showing up pretty good.
Dent in leather on passenger side that is pretty deep and has not gone away. about 1 inch and 1/4 inch deep.. ????
Grease on the sail panels from when they tightened the panels.
Still a rattle trap of a back sail panel.


It is crazy that they would have to have a "Meeting"to even think about not fixing this shit.... These cars are not ford escorts..

Gm dropped the ball on caddy service when they shut down so many dealers. The only ones left have no competition now, so they just treat us like crap because where else can we go?????

RippyPartsDept
09-16-11, 12:31 PM
you can go to a chevy, buick or GMC dealer ...

i know it doesn't help the current situation, but there are options

also, have you involved corporate? (customer service)

Lord Cadillac
09-16-11, 01:40 PM
Cadillac executives are extremely concerned with customer service and are focusing very closely on this aspect of their business. I'm not just making this up. This was told to me by GM executives at a meeting in Detroit.

Torxila
09-16-11, 02:13 PM
All I can say is you're a LOT COOLER than I would be. On the other hand I've must have the best service advisor/dealer org going. I had a couple of TPMS that would go funky and they reset them in the drive through lane as I sat in the car.(twice) now no problems. I made an appointment to get the oil/filter changed at 3600miles (had done it at 200 & 600 myself) and to get the Dextron LS put in my differential. (I was willing to pay for both because I was no where near the service interval) I had also told them about my engine covers (side ones) being loose. I dropped the car off early one morning, got it at 5PM same day. They offered me a loaner car but my wife was picking me up.

All items were complete and correct, the car was spotless/detailed and they didn't charge me for the oil or diff fluid changes even though I told them I was willing to pay this time around. No less than 3 people phoned me to make sure I was happy.

I almost feel guilty after hearing your Horror Story.
One more thing, at anytime, I can just drop in and they hand wash and towel dry as I wait. I usually throw a few bucks to the young guys or go grab them some burgers/fries for a tip.

George

RippyPartsDept
09-16-11, 02:55 PM
so in the same vein as outing the bad dealers... who's your good dealer Torx?

khoeysr
09-16-11, 05:17 PM
This is another bad story that makes me feel very lucky with my 2 v's.

Torxila
09-17-11, 11:05 AM
so in the same vein as outing the bad dealers... who's your good dealer Torx?

Cadillac of Novi (MI), Jim Jelly service advisor. I honestly can't say enough good about these guys. I used to get terrific service on my M3 at Erhard BMW of Farmington Hills, and Cadillac of Novi tops that.

George

thebigjimsho
09-17-11, 02:40 PM
Where can I find that dealer list again that has listings of World Class techs? Isn't there also a list of V qualified techs?

CTSVKINGWAGON
09-18-11, 02:10 PM
Cadillac of Novi (MI), Jim Jelly service advisor. I honestly can't say enough good about these guys. I used to get terrific service on my M3 at Erhard BMW of Farmington Hills, and Cadillac of Novi tops that.

George

I live in Novi and I've heard good things about both Les Stanford and Cadillac of Novi. I went there once and test drove a Escalade. Pretty good experience. We'll have to see which I go to to purchase a V.

EDIT: Wait a minute, you're the guy I asked about custom order wheels! What a coincidence we live in the same area. :)

Prof
09-18-11, 07:42 PM
Three sets of tires and an additional 12k before taking it in for repairs...that is vehicle abuse, with no action taken IMO.

And 3/4 M in Cadillac vehicles is close to obsession.

Torxila
09-19-11, 01:10 PM
I live in Novi and I've heard good things about both Les Stanford and Cadillac of Novi. I went there once and test drove a Escalade. Pretty good experience. We'll have to see which I go to to purchase a V.

EDIT: Wait a minute, you're the guy I asked about custom order wheels! What a coincidence we live in the same area. :)

Yep that's me. Let us know when you pull the trigger, good luck C.o.N would be my bet.
George