[JDHoggcaddy]

Just talked with Cadillac Dealer and they say that the fix for "SERVICE REAR AXLE" is not covered under warranty. Wondering why that would be, as that this is a known issue with the drive train?? What kind of warranty does Cadillac issue?? This is an issue with the drive train, so why isn't it covered?? The first Cadillac we've ever owned and if this is the way they treat their customers, it will be the last.

 

[adamjeeps]

ENGINE
Cylinder head, block, timing gears, timing chain, timing cover, oil pump/oil pump housing, OHC carriers, valve covers, oil pan, seals, gaskets, turbocharger, supercharger and all internal lubricated parts as well as manifolds, flywheel, water pump, harmonic balancer and engine mount. Timing belts are covered until the first scheduled maintenance interval.

TRANSMISSION/TRANSAXLE/TRANSFER CASE
Case, all internal lubricated parts, torque converter, transfer case, transmission/transaxle mounts, seals, and gaskets.

DRIVE SYSTEMS
Final drive housing, all internal lubricated parts, axle shafts and bearings, constant velocity joints, axle housing, propeller shafts, universal joints, front differential actuator, supports, seals and gaskets.

Seems like all internal lubricated parts should cover it to me.

 

[nightracerx]

It should definitely be in the bumper to bumper warranty not sure if it is covered under powertrain warranty if your bumper to bumper expired. Ask the dealer what part numbers will they be using, then you can call the corporate customer care and have them check if that particular part is covered under the powertrain warranty, if it is then send that to the dealer. I had a similar issue with Ford before where the dealer says it is not covered then corporate said it is, so in the end they ended up paying for it. Sometimes the service representative might not know if a certain part is covered or not unless they do some research.

 

[rkj4243]

It would help to know the year of your SRX, but typically the components which trigger the "Service Rear Axle" light are attached externally to the rear axle, and have electronic controls to monitor proper operation. It could be something simple as a software update, to any number of other issues. Lastly, once the light comes on, it also sets a diagnostic code to aide in pin pointing the problem.

 

[modemqueen]

I just got my 2010 SRX and within 600KM this error came up.. knowing this was a well documented problem I was prepared for this to be addressed. They key to having it warranty is the actual leak not just the misread code when you took it to them did they tell you it was a ecm programming problem or did they determine the leak. Ask for the codes that were found. I took it to one place where they said there was a leak but they didn't service the Cadillac under warranty as it was a powertrain coverage. I took it to the Cadillac dealer who told me it was a ecm programming issue and wasn't covered under the warranty. To reprogram and do the fill balance was 387.00 I told him strange two days ago a GM dealership told me it was a leak and it was powertrain. Apparently this made him go back to investigate the issue. It seems if they are using one scan diagnostic it shows the program problem but when it went to the master scan it showed the leak and other codes. it was determined to be the case and they repaired both the leak and the program free of charge in warranty and I got it back this afternoon.

so here is the GM dealership notes (i was charged 75.00 for the diagnosis but it was due to them not being able to do the service as it was powertrain.)


This is what happened with the Cadillac dealer.. so it might be worth it to see if their driveline guys did the scan that is how they found what the gm guys did..





Hope this info helps..

 

[rkj4243]

That issue you provided information on relates to the 2010 - 2012 MODEL YEAR applications. It appears to have been addressed and corrected on the 2013 and later model year vehicles.
There is a lot of information available related to this issue, both on this forum, and the web itself.

 

[JDHoggcaddy]

It is a 2010. They say the original warranty expired in December, but it still has the extended (Cadillac Pre Owned) bumper to bumper warranty for two more years. The fact that this is not covered baffles me? It is part of the powertrain, so why are they trying to stick it to me?? They brag about their warranty when they sell you the car and then do not stand behind it when you need it?? I went on Cadillac's website to try to find anything in the warranty info that would explain why this is not covered and from everything I've read it should be covered. I notice one constant theme in all the people complaining about this problem on this site, and that is they had to fight with them to make them pay for it. Why is that?

 

[gkesseru]

In my 2011 SRX Warranty book, page 5, Drive Systems Coverage, Exclusions, most everything outside of the drive housing is NOT covered.

 

[Cadillac Customer Service]

Just talked with Cadillac Dealer and they say that the fix for "SERVICE REAR AXLE" is not covered under warranty. Wondering why that would be, as that this is a known issue with the drive train?? What kind of warranty does Cadillac issue?? This is an issue with the drive train, so why isn't it covered?? The first Cadillac we've ever owned and if this is the way they treat their customers, it will be the last.

Hello JDHoggcaddy,

I can understand how frustrated you must be. I would be happy to answer any questions or concerns you have. Just send me a private message with your VIN and mileage so I can better answer your questions.

Kindest Regards,

Katie O.
Cadillac Customer Care

 

[Lencarguy]

I owned a 2012 SRX4 and had the same message. It is obviously an issue with this vehicle, as numerous people have had it. Mine was repaired free of cost under the warranty. Unless your SRX is out of warranty, you should not be charged. There was even a service bulletin issued about if for all 2010-2012 SRX and Buick Lacrosse with AWD.

 

[JDHoggcaddy]

Sorry, but I'm not sure how to P.M. on here, but here is the information. VI#-3GYFNFEYXAS556916 The mileage is 46,600 Thank you.

----------

I did send P.M. Thank You.

 

[Lencarguy]

Go to www.revbase.com/BBBMotor/TSb and you can enter your vehicle name, year, etc. and see all of the service bulletins. The Service Rear Axle one is: Document ID 2714825 #PIP4862A: Service Rear Axle Message Displayed DTC C0407 SYM64 issued September 21, 2011

 

[JDHoggcaddy]

Yes, I did check that and you're right. There is a service bulletin on it. Cadillac Customer Service said they would help "with any questions or concerns I have" well my big concern is that I am going to have to pay out of pocket on a car that has known problems and is under warranty. I don't know if this is the new G.M. or just Cadillac. CADILLAC CUSTOMER SERVICE on this site is also not answering me back. They asked for my info to be sent in a private message but I have not heard anything back. I guess they feel if they wait until I have to pick up the car from the dealership, then they really won't have to help at all. They will just say "Sorry you had such a frustrating experience, we hope to be able to assist you in the future" or some other load of garbage. Just so p.o.'d right now because I feel that I was duped by Cadillac and they feel they can make a fool of people. Maybe I'm wrong. I hope I am. We'll see if they ever get back to me. Thanks for the info though Lencarguy.

 

[Lencarguy]

I hope they do right by you. This should be covered regardless of warranty status. The approval will have to come from one of the "higher-ups" at Cadillac, as the dealership needs approval to bill the repairs back to them. I would continue to push the issue. Good luck!

 

[JDHoggcaddy]

Thanks Len, I will update as soon as I hear something. Cadillac Customer Care did get back to me a few minutes ago, but it was basically to let me knoe what is covered and what is not and to get all of my contact information. I don't think that is a good sign, but we shall see. I will update. as soon as I hear back from Cadillac. Thanks!

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Thank you for all the helpful information. It is truly appreciated. I'm glad you had yours fixed free of charge. That's how it should be. Thank you!

----------

I just got my 2010 SRX and within 600KM this error came up.. knowing this was a well documented problem I was prepared for this to be addressed. They key to having it warranty is the actual leak not just the misread code when you took it to them did they tell you it was a ecm programming problem or did they determine the leak. Ask for the codes that were found. I took it to one place where they said there was a leak but they didn't service the Cadillac under warranty as it was a powertrain coverage. I took it to the Cadillac dealer who told me it was a ecm programming issue and wasn't covered under the warranty. To reprogram and do the fill balance was 387.00 I told him strange two days ago a GM dealership told me it was a leak and it was powertrain. Apparently this made him go back to investigate the issue. It seems if they are using one scan diagnostic it shows the program problem but when it went to the master scan it showed the leak and other codes. it was determined to be the case and they repaired both the leak and the program free of charge in warranty and I got it back this afternoon.

so here is the GM dealership notes (i was charged 75.00 for the diagnosis but it was due to them not being able to do the service as it was powertrain.)
View attachment 286361

This is what happened with the Cadillac dealer.. so it might be worth it to see if their driveline guys did the scan that is how they found what the gm guys did..

View attachment 286369

View attachment 286377

Hope this info helps..

Thank you for all the helpful information. It is truly appreciated. I'm glad you had yours fixed free of charge. That's how it should be. Thank you!

 

[acenbelle]

I have a 2010 Luxury AWD that two weeks ago the "service rear axle" message came on. I contacted local dealer and took car in two days later. They initially quoted me a cost to diagnose problem and then cost to fix. I asked if it should be covered under the powertrain warranty and after customer service reviewed, they agreed the 5 years and 100,000 miles had not expired, so it was covered under warranty. Glad this happened when it did, as the 5 years runs out the end of this March!

 

[JDHoggcaddy]

I have a 2010 Luxury AWD that two weeks ago the "service rear axle" message came on. I contacted local dealer and took car in two days later. They initially quoted me a cost to diagnose problem and then cost to fix. I asked if it should be covered under the powertrain warranty and after customer service reviewed, they agreed the 5 years and 100,000 miles had not expired, so it was covered under warranty. Glad this happened when it did, as the 5 years runs out the end of this March!

I'm glad your experience was a good one, and turned out the way it should. Mine however, does not turn out so well. The dealer refused to back down and said it is not covered. They charged me $500 even. An odd number I thought. Then they list everything on the bill as if it's under warranty, and don't give me a detailed bill of what the charges are for, so when the girl at the counter showed me the bill and everything was listed as covered under the warranty, I asked "well then why am I paying $500"? They gave me a run around answer that tells you nothing except , if you want your car back give us the $500. The ridiculous part is, someone called later that night and left a message asking "we notice your car is going to be out of warranty soon, and we were wondering if you had thought about what your next purchase might be?'. Are you kidding me?? Do you really think I would buy another car from a company that doesn't stand behind their vehicles, or their warranty?? The nerve!! Extremely frustrating!! Cadillac Customer Care said they would "look into it on my behalf" I have'n't heard a thing since. I am glad for any one else that I hear about that was treated the right way though. That's how it should be always.

 

[adamjeeps]

I'm glad your experience was a good one, and turned out the way it should. Mine however, does not turn out so well. The dealer refused to back down and said it is not covered. They charged me $500 even. An odd number I thought. Then they list everything on the bill as if it's under warranty, and don't give me a detailed bill of what the charges are for, so when the girl at the counter showed me the bill and everything was listed as covered under the warranty, I asked "well then why am I paying $500"? They gave me a run around answer that tells you nothing except , if you want your car back give us the $500. The ridiculous part is, someone called later that night and left a message asking "we notice your car is going to be out of warranty soon, and we were wondering if you had thought about what your next purchase might be?'. Are you kidding me?? Do you really think I would buy another car from a company that doesn't stand behind their vehicles, or their warranty?? The nerve!! Extremely frustrating!! Cadillac Customer Care said they would "look into it on my behalf" I have'n't heard a thing since. I am glad for any one else that I hear about that was treated the right way though. That's how it should be always.

Post a picture of the bill with your personal info blacked out. Nothing ever comes out to an even number like that except deductibles.

 

[JDHoggcaddy]

Post a picture of the bill with your personal info blacked out. Nothing ever comes out to an even number like that except deductibles.

That's funny, because on the bill it looks like it is listed as a deductible. I did hear back from Cadillac Customer Care. They directed me to deal with the "Customer Experience Manager" at the dealer where I had the work done. In other words, NOT OUR PROBLEM! Here is a copy of the "bill".

 

[adamjeeps]

Well I don't know of any warranty that has a $500 deductible, do you? Are they double dipping from GM and you? Looks like it....