Open Letters to Cadillac Corporate Discussion, The worst customer service we've seen... in Item Specific Cadillac Discussion; We've purchased 5 new different GM vehicles over the past few years. Several new VW's, an Audi, Ford Explorer, and ...
We've purchased 5 new different GM vehicles over the past few years. Several new VW's, an Audi, Ford Explorer, and a Mini. We are familiar with getting our vehicles serviced and with the treatment expected.
From the very start of looking at Cadillac, we've been bombarded with how important customer service is to the Cadillac brand. It is all over the brochures. Touted as "Owner privileges", "upper tier", "best luxury brand". And yet, after two months of ownership, we've had the worst experience of any brand we've owned.
My wife is now afraid to take our vehicle in to the service department for fear of what damage they may do and then deny.
A brief rundown of the main details,
Our 09 CTS-V had 1,000 miles on the odometer and we decided to change the factory wheels. I had my local dealership do the transfer at a premium to insure everything would be done to spec and calibrated to the car.
During the transfer of tires, my factory wheels were scratched.
The service advisor and service manager said they were not liable, wheels must have already been damaged, they had never damaged a wheel, it was impossible.
The agent at the 1-866 number said he had to trust what the dealership tells him. He would not help resolve the conflict. He referred me to a district supervisor. This person said it should be handled by the dealership and he would prefer I start over dealing with them...
I've now had over a month of phone calling, taking notes, asking for help. I've been refused service, called a liar, accused of fraud, and dumped back on the dealer service department that refused to help us in the first place. The specific problem with the damage is really minor, but the amount of people who have refused to take responsibility is alarming.
What do we think of Cadillac as a brand? The car is excellent. The "luxury service" is less than we could get at a corner used car lot.
If anyone would like to offer the name and physical address of someone at Cadillac who will take a look at my case, I have a complete timeline breakdown, contacts made, conversations had, and pictures of the damage that I will gladly submit for judgement?