: $837 Battery Cable???



DaveGoddard
07-29-13, 09:55 PM
I bought my 2007 Escalade about 2 years and 15000 miles ago as a Certified Pre Owned. The CPO warranty is good through December 2014. The vehicle currently has 50K on it.

Over the weekend, the truck decided to not start, then it started, then it stalled and gave "Stabilitrak" "Traction Control" "Reduced Engine Power" and a check engine light. So I called roadside and had it towed to the dealership.

Call back from the dealership this afternoon they tell me that the ECM is bad and is being replaced under warranty. But they also need to replace the Ground cable and the power distribution box. They claim that this is not covered by warranty and that it will cost $837. I question the guy several times, and all he does is claim that when they put it into the computer that it doesn't show as a warranty item. I tell him that the CPO is a bumper to bumper with limited exclusions -- that was the reason I paid the premium for the CPO car, was so I didn't have to worry about things like this. He says he is sorry, he needs authorization to order the parts. I ask if I can just authorize the ECM, he says he could do that, but the car wouldn't start. I point out that 800 bucks is quite a bit of money for a length of 2 ga wire (if they are even that big), he says there is a lot of labor to change it out.

Not having the CPO documents in front of me I told him to go ahead and do it, wishing I had some Vaseline handy...

Common sense aside, after review of the CPO warranty terms on Cadillac's web site, I can't find anything in the "What is not covered" section that would imply that the battery cable or an electrical junction box would be considered wear items. I know of nowhere in the recommended service intervals that it says to replace either of these items. So why am I being charged?

I plan on bringing this to the service manager's attention tomorrow and see how we go. Any other advice?

Dave

soulsea
07-29-13, 10:36 PM
Usually, the only things not covered under BtB warranties are normal wear items and scheduled maintenance, everything else is covered.

I would ask the service manager to provide evidence that this item isn't covered, but I would also read all the documentation you have first to make sure you know the answer before you ask. Warranties are complicated but usually are very specific ... it may be that harnesses are covered but cables aren't. Although if I drove in with my 2012 with the same issue I suspect they'd fix it under warranty. If that's the case it shouldn't matter that your is an 07 because as a CPO vehicle, it should get treated the same as mine.

Hopefully it is covered and hopefully they will do the right thing and do the repair under warranty. If it is covered and they still refuse then you have to take it up with GM (does CPO have a direct 800 number?), and if they still won't do it, GM is part of the BBB's Auto Line program and as I understand it they have to abide by any dispute arbitration: http://www.bbb.org/us/auto-line-lemon-law/

On a side note, you might get a random Caddy CS agent come by this thread offering help. My advice to you is to accept it, but to not waste one single moment moving forward with whatever road you need to go down waiting for them to act. Maybe you'll be one of the few that they manage to help, some dealers will listen to them most will ignore them ... but don't hold your breath.

hcvone
07-30-13, 06:36 AM
Never heard of that being replaced, have to look at what is involved later today

MrHolland
07-30-13, 06:36 AM
Deleted

Cadillac Cust Svc
07-31-13, 10:14 AM
I bought my 2007 Escalade about 2 years and 15000 miles ago as a Certified Pre Owned. The CPO warranty is good through December 2014. The vehicle currently has 50K on it.

Over the weekend, the truck decided to not start, then it started, then it stalled and gave "Stabilitrak" "Traction Control" "Reduced Engine Power" and a check engine light. So I called roadside and had it towed to the dealership.

Call back from the dealership this afternoon they tell me that the ECM is bad and is being replaced under warranty. But they also need to replace the Ground cable and the power distribution box. They claim that this is not covered by warranty and that it will cost $837. I question the guy several times, and all he does is claim that when they put it into the computer that it doesn't show as a warranty item. I tell him that the CPO is a bumper to bumper with limited exclusions -- that was the reason I paid the premium for the CPO car, was so I didn't have to worry about things like this. He says he is sorry, he needs authorization to order the parts. I ask if I can just authorize the ECM, he says he could do that, but the car wouldn't start. I point out that 800 bucks is quite a bit of money for a length of 2 ga wire (if they are even that big), he says there is a lot of labor to change it out.

Not having the CPO documents in front of me I told him to go ahead and do it, wishing I had some Vaseline handy...

Common sense aside, after review of the CPO warranty terms on Cadillac's web site, I can't find anything in the "What is not covered" section that would imply that the battery cable or an electrical junction box would be considered wear items. I know of nowhere in the recommended service intervals that it says to replace either of these items. So why am I being charged?

I plan on bringing this to the service manager's attention tomorrow and see how we go. Any other advice?

Dave

Hello Dave,

Sorry to hear of the issues you have been having with your Escalade. I see you were able to get your vehicle towed into the dealer and they are replacing your ECM but also needed to replace the ground cable and power distribution box. I understand your questioning of the CPO warranty. Have you been able to speak with the service manager yet in regards to this situation? I am more than happy to further discuss your concerns if you private message me.

Sincerely,

Laura M.
Cadillac Customer Care

DaveGoddard
07-31-13, 10:59 AM
UPDATE:

After another conversation where I got him to agree with me that common sense would say that a cable and junction box were not consumable or wear items (and a suggestion that I was going to get an RSE involved), the service tech agreed to research this further. After he started researching and asking some questions of the other service techs and the service manager, I got a call back and he told me that they were going to further investigate this with GM, but worst case that they would cover it as Dealership Goodwill (what should have happened in the first place).

Also, in the interim, I had contacted Cadillac customer service and the agent I had on the phone indicated that the cable should probably be covered (though they were not certain) and called the dealership to figure out what was going on.

So at this point, the customer (me) is being taken care of and my guess is that GM and the dealership will fight over whether this is chargable as warranty or not...

Dave

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I would ask the service manager to provide evidence that this item isn't covered, but I would also read all the documentation you have first to make sure you know the answer before you ask. Warranties are complicated but usually are very specific ... it may be that harnesses are covered but cables aren't. Although if I drove in with my 2012 with the same issue I suspect they'd fix it under warranty. If that's the case it shouldn't matter that your is an 07 because as a CPO vehicle, it should get treated the same as mine.


Thanks for the great "what if" story. I used the "if I had a 2012 with 15k miles on it..." story with the service tech...

Dave

soulsea
08-01-13, 10:33 AM
Great news ... glad it worked out.

jason1214
08-01-13, 02:42 PM
yep I had the same situation...kinda...with a bad neg. battery cable....on an EXT.
Kept having a no start problem...and the neg. cable was bad.....all charged off to warranty.