why EXACTLY in writing was it denied?

 

They haven’t given me any reason to date. They won’t admit that I was told by their customer service agent at the dealership that my warranty was no longer in effect. I’m sure they record all these calls for “customer service” improvements but are just ignoring me and hoping they I go away. I have provided them with proof of the phone call to their customer service department and the length of the call. They basically gave me false information and won’t admit that they made a big mistake that cost me a lot of money and aggravation.

 

You will need to contact an attorney that handles cases like this one. Maybe a referral from a local attorney or someone who can assist like the Attorney General's office in your state.

 

Warranty 4 years 48,000 miles 'bumper to bumper'- Powertrain 6 years 70,000 miles - yes sue if it happened under this time/mile limit!

 

Did you take the vehicle in to service and get a repair order written to get that 13K quote? If so, it should be dated with mileage and I'd say you have a case against them. If they quoted you retail while the failure was still a covered item-under warranty, they have a problem. Without documentation, it will be tough. If it were me, I'd go after them. I was in the admin side of a vehicle industry for many years. I've seen service writers do this because they get paid substantially more on retail than warranty.(most/not all). Parts and Service Department profits are higher as well on the retail side. Your best chance, aside from legal, is to visit the General Sales Manager, GM or dealership principle. Service Mgmt will avoid touching this at all costs because it will be charged directly to their Goodwill account, but the GSM might take it to the GM and get you a check. Then the GM has ultimate authority and can charge it to the service dept Goodwill account, despite their denial, and you might get paid.

 

My bad, I did not look ahead and see this was done over the phone. What about the quote? Who gave it to you?
Written or verbal?

 

Write a letter, not email, to Mary Barra, GM's CEO. Can't guarantee positive results in this case but I have had success with other companies by writing to the CEO.

 

It’s worth a try, I sent a letter to GM in Canada originally. Where would I send this letter to Mary Barra?

 

When an unexpected concern such as your vehicle's transmission arises, it can create worry and suspense on what the cause of the matter may be. Our team values you for bringing this to our attention and want to see the best possible resolution come to light. To allow us to properly assist, we do ask that you send us an email to socialmedia@gm.com with the addition of your Username and Forum name listed in the subject line.

 

You are not alone! In 2020 I had factory ordered a fully loaded XT4Sport. It now has roughly 80k miles on it. I had purchased a 6 year 100 k mile bumper to bumper warranty. My transmission has been a nightmare, getting stuck in second gear about every other month. They cannot figure out what it is. At least I have discovered that when stuck, I drive to an incline, park nose up, turn ignition off and restart the car and it’s ok again. But now the rear stabilizer link bushing needed replacing, the tailgate pad to open the lid no longer works and a few other issues, and none is covered by the extended warranty. So, the car is beautiful, handles great but is not reliable and GM does not stand behind their products. The car will now be sold and I have decided to buy a new Genesis GV70. Never GM again, and that goes for my company truck fleet also.

 

An update on my faulty transmission issue with my 2019 XT4. On August 7th, Cadillac responded to this thread and asked me to send further details to their "Customer Service" Social media team. I was hopeful that they would do the right thing and offer some kind of compensation for their screw up. After a few promising emails and some encouragement for a resolution, they dropped the bomb on me today. Here is their disappointing response: Hello Stuart, Thank you for reaching out. Please know our US Customer Care team forwarded your contact information to us regarding concerns with the repairs completed in the US and dealership experience for your 2019 Cadillac XT4. We were able to locate a file with the information you provided and it appears your concern has already been addressed. We acknowledge that this issue has not been concluded to your satisfaction; however, our decision has been rendered and we are unable to offer further review. The cost of repairs would be at your expense. Rest assured, we take your feedback seriously and as a result your dissatisfaction has been documented with consideration. Please don’t hesitate to contact us again should you have any future concerns. I cannot fully express my disgust and disappointment for the way they handled their own mistake. They should be ashamed of themselves and seriously reconsider changing their name from Customer Care! What a joke to leave a long time Cadillac customer on the hook for their poor communication and failure to stand behind their products. While I didn't expect to get fully reimbursed, it would have been nice if they covered the cost of the labor as I did replace my transmission with a GM OEM unit. Please take note of this experience and feel free to share it amongst your family and friends. GM has lost a customer over this unfortunate experience and they don't seem to give a crap.

 

I've seen so many replies from Cadillac Customer Care on these forums but I don't know of anyone who has actually had any real satisfaction from them.

Anyone ?

 

I've seen so many replies from Cadillac Customer Care on these forums but I don't know of anyone who has actually had any real satisfaction from them.

Anyone ?

 

Satisfaction would require that they actually listen to their customers and do what’s right. My belief and trust in GM is gone. They decided that my case didn’t warrant any further investigation and I decided that they are not worthy of my future business. Bad reviews travel fast and that’s what they deserve.

 

Precisely, after bad experiences with my XT4, I have now switched to Genesis and promised myself to never buy another GM product. As an owner of a company I am very outspoken with my clients as we often talk about cars in general. The word gets out!

 

you are talking to a BOT....same as most companies now.....

 

What I find interesting is that Cadiilac responds to these forums with a false sense of concern and a promise to look into these claims with a hope that they may actually help the customer. Then they send an email directly to the customer telling them that they have no case and that Cadillac will do absolutely nothing to help. Funny that they never put those responses on the forum as they know their customers would be outraged by their lack of customer care. My case is a clear cut example of Cadillac not standing behind their warranty and an indication of what future customers can expect. In a market where customers have so many different options available to them, GM is missing the boat and will see sales of both vehicles and dealer service visits drop dramatically. Have they not heard that great customer service is the key to keeping long term relationships? I'll be going back to Mercedes or Lexus on my next vehicle.