: sheer disappointment



toddsterv
04-23-12, 03:39 PM
James,
I wanted to sit down andwrite this email to convey to you my deep disappointment in your service of my2009 CTS V that I purchased from your dealership. As you may or may notknow, I just picked my car up on Monday after having the motor replaced for thesecond time after a approx 6 week wait with little communication as to what wasgoing on. Your service department replaced the first motor also. Let me explain the many areas of disappointment in the quality of service thatI have received from your service department. Let’s start with the firstmotor replacement, I was told that it was a manufacturing defect that spun thebearing and it was covered by warranty since I have always had the oil changeand factory recommended service on a regular basis by either your dealership orby Tustin Cadillac. After the first motor was installed I took greatpains for the first 2000 miles to slowly break in the motor by beingextremely easy on the accelerator at all times. When the low oil pressurelight came on, I immediately took it in to your service department. WhenI took it to your service department, Sara told me that the car also needbrakes done on it. I had the oil changed and the brakes done on the car,it took a couple days………no big deal. When I picked the car up I was toldthat the low oil pressure was not a problem and that they “cleared” the signal.On a side note………. After picking the car up and going home I had to cleanall the greasy hand prints off of every single caliber as I keep my car spotlessand waxed at all times, I would think that should have been done by yourservice department while the wheels were off…….details………SO……the low oilpressure light has been coming on periodically so I bring it back to yourservice department and also ask to have the brakes that I just paid over$1000.00 to be checked since I am getting terrible wheel shake under heavybreaking…..a sign to me that the rotors were NOT turned like they were supposedto be. I also asked that the exhaust (that was installed by your servicedepartment when I bought the car) be fixed because it rattles so loud…….. so onto the second motor. Now I am VERY concerned about what is goingon. If you check your records you can get the exact mileage from when thefirst motor was installed to where I brought it back because of the low oilpressure and they did the brake job (they did NOT fix the exhaust rattle) and Iwas told that the low oil pressure was “cleared”. The low oil pressurecontinued to get worse so I brought it back again and this is where the secondmotor was installed….all of this within 10,000 miles???? So I drove toyour dealership to find out what the heck is going on and talked to yourservice manager. He told me that the only common denominator in the motorfailures was ME……….ok I said, “what am I doing wrong because I DO NOT want thisto happen again”. I was told that I drive the car to “hard”……….ok, whatdoes that mean?? The car has a recording device that tells you EXACTLY how thecar is driven, please tell me what I am doing wrong. Your service mangertells me that they are not allowed to check the recording device because its“invasion of my privacy”………that is TOTAL B.S……..the first thing that is done atservice is a reading of the recording device on all the BMW’s, Audi, Mercedes,Porsche, etc, I don’t see Cadillac being any different … ……….so the bottom linefrom your service manger is he tells me I need to change the oil moreoften……Huh?.....really? …….are you kidding me?.......change the oil more often??........look,I am not some 75 year old grandma driving a DTS…….I have a working knowledge ofcars and that does not tell me why TWO motors have expired in MY car because Idrive it too “hard” ………. I bought this car because I see the commercial of itracing around the Nurnberg ring, I read all the magazine articles about itsspeed and agility………. I am the customer that GM WANTS driving that car…….. Ikeep it spotless at all times, it sounds awesome from the exhaust that youinstalled and I have people asking about it every day…….. I am GM’s bestsalesman for that car………… but change the oil moreoften????......really??....... the disappointment continues……….. I picked it upthis last time and it was absolutely FILTHY! The inside of the car lookedas if the windows were rolled down for the past 6 weeks because of the layer ofdust, the exhaust STILL rattles even louder now, TWICE I had to pull overbecause the front air ducts to the brakes fell off and were dragging, one ofthem got lodged in the exhaust and melted the plastic on the pipe so I get tosmell that burning all the time now, the brakes are absolutelyTERRIBLE………..STILL have terrible wheel shake under normal braking, I was toldthe check engine light is on and I need to take it back to the performance shopthat worked on it???.........what???......the only thing the performance shopdid was put a 2.5 gallon intercooler on it and new springs on the suspension tolower it……..but its their problem now??.......really???? I know as abusiness owner that I don’t always see and hear what is going on in my businessaround me, that is why I found it important that you hear how your customersare being treated………..very deep disappointment that I pay so much money for acar and don’t have the service to back it up. Quality, Service, Price………. In mybusiness you only get two of those, unfortunately I have not received any ofthem with my new car.


Sincerely,
Todd

mother
04-23-12, 04:29 PM
tl;dr but who is James?

LV_V
04-23-12, 04:58 PM
Wowzas! Sorry to hear about this! Sounds extremely out of the norm...

cdog533
04-23-12, 05:00 PM
You've had two engine failures? What is the mileage on the car?

For future, please divide up long message with paragraphs:

90529

toddsterv
04-23-12, 05:09 PM
james renick.......owner of renick cadillac

----------

agreed!.......first CTS-V was the best car EVER.......still am completely in love with my car, just so disappointed in the service i am recieving

----------

first motor let go at 35k then got less then 15k on the second motor........

cdog533
04-23-12, 06:45 PM
What mods were done? A tune, bigger blower pulley, etc.?

Probably should replace the rotors if wheel shake is an issue.

Low oil pressure is not good no matter what. Does the motor have a bearing issue again? If so, I would start looking at any mods, etc. as the odds of one person having two bearing issues in a production car must be pretty long.

You should probably take it somewhere else...

cts-v-ette
04-23-12, 07:45 PM
Space bar!

CASEY122457
04-23-12, 08:23 PM
Looks like "Katie" from Cadillac Customer Service needs to step up to the plate.

Gary Wells
04-23-12, 10:12 PM
Sorry to hear. I bought my '09 CTS-V new off of Renick's showroom floor.
I have mine serviced at Boulevard Cadillac, previously located at 3399 E Willow Street, Long Beach, CA 90806, now located in Boulevard Buick's old address on Cherry Avenue at 28th street. I would talk to Mark Perlstein, service manager and see if he can help you out.
They took great care of me for the front wheel clicking.
They are courteous, professional, and great people.
Don't forget to visit & check out the '87 Buick GNX, 1 of only 547 cars built in their glory days, located right next door at the corner of Cherry & 28 Street.

Cadillac Cust Svc
04-24-12, 09:43 AM
toddsterv, let me apologize on behalf of Cadillac for your frustrations. I can understand and appreciate your concerns, and I would be more than happy to look into this matter further for you. Please email me at Katie_Lucille@gmexpert.com, at your convenience, with your full name, VIN, address, mileage, and dealership info.

I look forward to working with you,

Katie
Cadillac Customer Service

K9Battlewagon
04-24-12, 10:48 PM
Todd,
Since you called me out by name I will do the same in turn. I have avoided responding to your completely foundationless rant because frankly I do not have the time or energy. But when you slam us/me on a forum.. I draw the line. I’m just going to hit the highlights:
-According to the TAK center for Cadillac NATIONWIDE there are only 5 V engines that have been blown up or destroyed and replaced under warranty. Guess what? You own two of the five. Why is that?
-The reason you own two is because you drive the piss out of the car and don’t want to take responsibility for your driving habits. If you want a race car, go buy a race car. Can you track a V? Yes you can and as you know we do track our own V. V’s burn oil. You don’t track a car without changing the oil just before the event and then you change it right after the event. During every day driving you must monitor oil consumption and not wait for the idiot light to come on and tell you to change the oil. And in a V you need to top it off on a regular basis. It’s just life with a V.
-We do not have the ability to see your driving habits. It is against Federal Law and we don’t have the capability anyway. But the factory does. (This is a whole different subject concerning privacy that is not part of my discussion here). We don’t need to see in a black box to tell how a car is driven. It is CSI Cadillac at this shop. When we see burned rubber pieces stuck up under your rear wheel wells, the wear pattern on your tires, the color of the oil that comes out, smells. Etc. etc. we know how your car is being driven. (see paragraph 3)
-Yes Cadillac advertises ‘racing’ with the V series. They don’t show you the part about maintenance to get the car ready and afterward. They make it seem like you just stick the key in and let’s go racing. So if you believe the advertising then your beef is with Cadillac not us.
-As for rotors and warping… we have just finished two track events and still have life on our original OEM rotors on our V. Why are yours warped? I’ll tell you why. It’s because you drive your car cold and jam on the brakes, you don’t bring them up to temp. before you over brake and then you (I am giving and educated guess here based on a year or two of experience and racing) you keep your foot hard on the brake while you are at a stop light and the rotor is super hot. Not one of our V customers has had warping problems… except you. Yep you. Why is that? See paragraph 3.
-Rather than trashing us you should be sending flowers and kisses. The factory GAVE you the benefit of the doubt that your first engine had an engineering problem. Boom, covered under warranty. But a second engine covered under warranty, our service manager went out on a limb to get this covered under warranty !! You should be kissing him on the lips ! This second engine is as miraculous as the Virgin of Guadeloupe appearing to you in your car while super heating your brakes. And your mad at us for bad service?
-Just about everyone now knows that you have taken your car to one or more modification shops. Any of those mod’s voids the warranty and you know it. But we were still able to get massive amounts or warranty work done at little to no expense to you.
-This dealership has jumped through hoops like a trained dog in a circus to help you out. So I think you need a reality check Todd and start taking responsibility for your role in the mechanical failures of your V. If you don’t believe me then I invite you to go buy an AMG or M series and drive it the way you keep this car going. They will laugh or throw (maybe both) you out of their dealership. And last but not least I am telling you straight out…don’t come back to my shop. Go whine and blame at some other Cadillac dealership. That will give you personal face to face time to tell all the world how crappy Renick is and how you were mistreated.
Sincerely,
James Renick

LV_V
04-24-12, 11:44 PM
:want: Oooh snap

Kluch
04-25-12, 12:59 AM
:suspense:

Teutonaddict
04-25-12, 01:00 AM
They say there are two sides to every story, and to the extent you can 'really' see both sides on an interweb forum, my money's on JR.

Seems pretty reasonable and reasoned in his response, given the high stakes and emotions involved.

You gots to pay if you wants to play!

SoCal_V
04-25-12, 06:14 AM
Weeelll, that just about covers the flybys...

toddsterv
04-25-12, 02:28 PM
James,
thank you.......it has taken you well over a month to respond to my original e-mail to both you and your service advisor, and the only reason you are responding now is beacause i made the letter public? that says a lot about the professionalism that i have found lacking at your dealership. Yes, i do realize that the V burns oil and i have always checked it and kept it full. your service department did all the service on the car so i would think that if the oil needed to be changed more often, maybe it should have been mentioned to me? but sure, i will definitely take all the responsibility for not having the oil changed more often than recomended and i will definitely take responsibility for drving the car hard, but it has never been on a race track.
The brakes that i paid over $1000.00 for........ i had never had wheel shake until the day i drove it out of your service center after getting them replaced. it was a very slight shake under normal braking and a hard shake under heavy braking and it got worse over time, so the whole bit about it being my fault just does not hold water with the facts. this was explained to your service advisor in a follow up phone call that i made to her. i will not take responsibility for the terrible wheel shake.
i think that you are missing the pioint of my dissatisfaction though. what i am so frustrated and angry about is the total lack of workmanship and professionalism in the mechanics of the whole experience at your dealership, you did not address any of those concerns in your response. to pick my car up with it looking like the windows were rolled down for two months is easy for me to overlook and deal with, im just a detail kind of person, so no big deal. having the exhaust that your dealership installed STILL rattling (after NUMEROUS requests to fix), all the brackets holding them up broken and the pipes almost dragging on the ground , and doing absolutely nothing about it, that, to me, is terrible service. having BOTH of the front brake air ducts fall out and get jammed in the exhaust (that is still broken) on my way home from your dealership, that, to me, is terrible service. leaving the motor mounts loose to where i can feel the motor moving when accelerating or braking, that, to me, is terrible service. to have the wheel shake after requesting to get it repaired, terrible service. to top it all off sir, not ever hearing one single word from you or your service department after sending you the above letter over a month ago until you responded here and now.......that, to me, is terrible service.
I am also curious as to how you came to the conclusion that this "rant", as you call it, is "foundationless"? personally, as a business owner, if i had recieved a letter like the one that i sent you from any of my customers, big or small, i would be on the phone to the customer the second i read it. i would want to talk to the customer so i had all the FACTS before i ever came to a conclusion that it was "foundationless", but that's just me. this is the first time that i have heard one single word from anyone at your dealership, maybe you can understand my frustration?
i would like to add though, that i have found both you and your service advisor to be very pleasurable and polite on a personal basis, it's the execution that i had the problem with. PLEASE do not take this as a personal attack, it's just business

hulksdaddy
04-25-12, 03:16 PM
I miss the days when dirty laundry wasn't aired so publicly. :(

GM-4-LIFE
04-25-12, 03:58 PM
Man, does anybody believe in paragraph breaks anymore?

Send me your emails and I will correct them, clean them up and send them back to you.

Presentation of letters often times gets your point across much better. Who wants to read a big run-on sentence or paragraph?

jnjj
04-25-12, 04:00 PM
Gosh, this is the first time I've heard that the V burns oil. Is that under normal driving conditions or when there are "rubber pieces stuck up under your rear wheel wells"?

GM-4-LIFE
04-25-12, 04:15 PM
Glad to see both sides of the story, but unfortunately for Renick, I don't buy the dealership's story at all!

I drive the living shit out of my car and don't have any problems that Todd has had. I am really hard on my V and it keeps coming back for more! I really think James Renick needs to be a bit more professional about how he represents his dealership. After seeing his attacking response to a customer, I don't think I would ever go there. It took Todd a long time to get a response from James and only when he posted his letter here. It's nice to see that customer service is at the top of their list.

Todd, I feel for you. If I were you, I would get an attorney and exercise your right under the California lemon law, and quick! I have a great attorney referral for you that does a lot of lemon law. Seems like your car is just a lemon going through two engines. I think you would qualify for a quick buy back under California law. PM me if you want.

Thanks!

epershica
04-25-12, 04:35 PM
This is interesting...

coati
04-25-12, 04:45 PM
This is interesting...

:food-snacking:

toddsterv
04-25-12, 05:23 PM
sent, thank you

GM-4-LIFE
04-25-12, 06:14 PM
sent, thank you

Whatever we can do to help each other out! That's why we are all here on the forum!

Get all your service records from Renick and Tustin together!

cts-v-ette
04-25-12, 06:31 PM
And only one misspelled word and knows how to use a space bar.

readyact
04-25-12, 07:22 PM
It's a shame that this is how we communicate/discuss now (but it's sooooo good); viva the Twitter generation!!!!!!!!

thebigjimsho
04-25-12, 08:30 PM
My V doesn't burn oil at all. And these engines take a buttload of abuse and keep ticking...

cdog533
04-26-12, 12:59 PM
Isn't the California lemon law only good for 18 months/18,000 miles?

smackdownCTSV
04-26-12, 01:05 PM
Yeah, but he still might have a case considering. That's up to a lemon lawyer to decide.

jrcmlc
04-27-12, 12:38 AM
"And in a V you need to top it off on a regular basis. It’s just life with a V"

This is complete Bullshit. End.

SoCal_V
04-27-12, 01:14 AM
:food-snacking:

GM-4-LIFE
04-27-12, 01:43 AM
"And in a V you need to top it off on a regular basis. It’s just life with a V"

This is complete Bullshit. End.

I agree 100%!! I drive the shit out of my V, I never check the oil level, I never get a low oil message or low oil pressure. I have over 13K miles on my V and have changed the oil twice. Who the hell has to top off the oil in their new car regularly? I mean, COME ON! Such B.S.

jrcmlc
04-27-12, 01:46 AM
Reminds me why so many of us absolutely DESPISE car dealers and service managers and their departments. SOOO much BS, so little time.

Joe

smackdownCTSV
04-27-12, 09:30 AM
Typical dealer BS. Find a competent dealer.

jessrayo
04-27-12, 12:04 PM
I bought my V used and for some reason most of the service history was not reported on the car fax. I later found out that the car had a supercharger replacement within the first year of ownership. I had the car at 2 separate dealerships, the dealership that sold it to me and a local one and was still getting a little problem fixed here and there but it never did run right. I finally brought the car to a first rate mechanic (Andy Mages of ADM Performance in Dallas) he was able to properly diagnose the problem, reassemble it and allow me to return it for factory warranty work. Once I was able to tell the dealership what the problem was the car finally got fixed.

Mr. Renik and the rest of the dealership owners, you need to be willing to pay and dedicate some better mechanics to working on these cars. I used to drive Jaguar and I can readily admit that the quality of mechanic the Jag dealer had on my car was vastly superior to what is happening at the Cadillac dealerships I have used. I have had the dealership give me the car keys of a "completed repair" with no coolant in the supercharger system and I have popped the hood and found the Shrouds not in place. When I mentioned it the mechanic went and got them off his bench. Cadillac is making a great car but you have got to bring the rest of the team up to spec if you want to compete with the other premium brands.

I'm sorry to hear that these kind of problems are out there.

MSOsr
04-27-12, 06:17 PM
I've bought a used V1 and used V2. As a supporting member here, I was able to provide the VIN number of my desired car on this site and get a full service history of both cars. I could then discuss with some of the service people who post on here what the histories showed and what potential problems these particular cars might have.

You might want to spend the $50/year and get the benefits of supporting this site.

Mike

js615
04-30-12, 03:07 PM
Man this whole thread makes me appreciate Superior Cadillac in KC even more than I already do. Stuff like this thread is just ugly - no one wins. Bummer.

choigilligan
04-30-12, 07:16 PM
I before E except after C, unless it's neighbor or weigh.

RippyPartsDept
05-01-12, 09:55 AM
http://en.wikipedia.org/wiki/I_before_E_except_after_C

(http://en.wikipedia.org/wiki/I_before_E_except_after_C)"I before E, except after C, or when sounded as A, as in neighbour or weigh,"


ie in believe, fierce, collie, die, friend, achieve

ei after c in deceive, ceiling, receipt, ceilidh

ei sounds like an 'A' as in vein,

toddsterv
05-03-12, 03:20 PM
I just wanted to post a quick note after my "sheer disappointment" thread.
the problems that i expressed in my original post were not a "Cadillac" problem, they were a dealer problem. I have to say that the response from the corporate office was not only immediate, but constructive and very satisfying. I would like to thank ALL that were involved (you know who you are) and express my deep appreciation for your attentiveness and conclusions. It was nice and refreshing to know that you truly do value your customers and their concerns............Again, thank you so very much!!

GM-4-LIFE
05-03-12, 03:26 PM
Todd,

What is Cadillac going to do for you? We want details!

Pphilthy
05-03-12, 07:14 PM
V's just burn oil - lol. Dealer fail...

Kluch
05-03-12, 09:02 PM
I don't care what the OP allegedly did to his car. This is an example of piss poor customer service. Thank God I live within driving distance of Lindsay.

toddsterv
05-08-12, 02:35 PM
they are going to repair all the faulty work done by rennick........under warranty ........ the biggest being the motor mount.........but more importantly, they took the time and energy to go through the car and let me know what else needs to be done...........they were also not aware of the fact that i took delivery of the car with said performance parts installed by the dealer......apparently a big no, no........ bottom line, i got treated like a valuable customer, thats all that i wanted in the first place.

GM-4-LIFE
05-08-12, 03:20 PM
When you say: "they", who do you mean? Which dealer went through the car and was there a Cadillac regional rep present for the inspection?

SRTVIPER03
05-08-12, 07:16 PM
IMHO....Very poor form for a dealer to trash a customer on the forum....

toddsterv
05-11-12, 04:50 PM
they being Tustin Cadillac and the regional rep both did the inspection on the car and i spoke with both the service manager and the regional rep

Johnsteph10
05-11-12, 07:08 PM
It is really bad form for a business/representative of a business to respond in such a fashion as shown on page 1.

The axiom of the "Customer is always right" is somewhat misleading...we are all human. Misunderstandings and mistakes happen all of the time.

However, the dealership should not have responded with a scathing rant full of conjecture, accusations, and misinformation (V's do not burn oil!).

I'm glad you could get your problems fixed. Truthfully, it sounds like it may have been both parties' faults to some extent...but the dealership did not show any class in the handling of the situation.

Very sad.

thebigjimsho
05-12-12, 12:40 PM
It is really bad form for a business/representative of a business to respond in such a fashion as shown on page 1.

The axiom of the "Customer is always right" is somewhat misleading...we are all human. Misunderstandings and mistakes happen all of the time.

However, the dealership should not have responded with a scathing rant full of conjecture, accusations, and misinformation (V's do not burn oil!).

I'm glad you could get your problems fixed. Truthfully, it sounds like it may have been both parties' faults to some extent...but the dealership did not show any class in the handling of the situation.

Very sad.

Very well said. It just baffles me that a dealer would come on here and talk like that in a public forum.

If he came in here and stated his case with facts and that was it, kudos. But lacing it with a tirade and making fun of the OP shows no business ethics whatsoever. He could have a perfect dealership and the best techs on earth, I still wouldn't deal with that attitude to get my car worked on.