Complain about a product or service

Cadillac

Margaret of Waynesboro, MS January 28, 2009

I have had a strange occurrence. I have since found a few cases on the internet. Want to know if this is a common occurrence. I was driving down the interstate on a cold night in January 2009 and my sunroof unexpectedly exploded. I call 911, did a police report. There were no cars in front or on the side of me and noting hit my 2008 Escalade. The sunroof just exploded and shattered. That was the beginning of my nightmare the other half came when I took my SUV to the nearest Cadillac dealer witch was in laurel.

I called and notified GM about the problem to see if they would be willing to pay my 500 insurance deductible and they stated they would look in to it. They called me back and stated based on what the Dealership Motor Group reported that a rock had hit my sunroof, they would not pay. When I Dropped off my SUV, the sunroof was shattered and almost gone. How [dealer] made that decision, I do not know. GM told me that someone name Kelvin told them that a rock had hit it. Kelvin had been rude to me when I had call to check on my SUV. When I called back, I reported him. Therefore, I guess he was getting me back.

I never told him or any one at [dealer] that a rock hit me and had a police report that state that I did not know what had happen and I nor the Highway Patrolman were able to tell what had happen because no object was found in the truck with me. This occurrence is a hazard and I want this to go on record because the explosion cause glass to come in on me and could have cause me to lose control of the truck. I also could have been injured. The motor group in Laurel has been very rude to me and lied on me. They have had my SUV for almost 2 weeks ordering the wrong part and just slowing around.

Shattered Sunroof Not Covered by GM

Grace of Downingtown, PA January 2, 2009

I took My Cadillac SRX into the dealer because of 2 recalls...one with the Cadilitic Converter the other with the transmission...The next day after I got the car from the shop I was taking my 2 children to school and the car started smoking and the plastic cracked around the gear I got the ..4 children out of the car and 2 minutes later the car blow up fire ...and was dystroyed 2 fire truks....my neighbor took pictures I would be happy to send4 children 2 weeks before christmas and no car

Tim of Rochester, NY January 1, 2009

my glass roof exploded in my 2005 cadillac srx i was parked and sitting inside when i heard a loud explosion i got out to check and noticed my roof shattered nothing hit glass this car also had a glass roof replaced by original owner on 4-2008 at crest cadillac

Trish of Falmouth, MA September 22, 2008

Spontaneous acceleration: When you put your foot on the break-the vehicle accelerates forward;inability to stop the vehicle I have to ask anyone and everyone that has owned a Cadillac Escalade or any GMC vehicle if they think that their vehicle is a luxurious accident waiting to happen. I bought the vehicle Dec 17, 2003 and it was an 02. I felt like a million bucks leaving the dealership. I had a smile that went from ear to ear and an energy that said, I love life-until seven months later... I had complained about a malfunction of the breaks. It felt as though the ABS was engaging. I don't know if you can remember the sound an old ten speed bike used to make when you switch gears-the vibration and sound is what occurred when I would apply my foot to the break. At the time of my first complaint, I felt a delay and heard a sound when I applied the breaks-my truck did not come to a complete stop-it kept going. The dealership stated it was my tires. Obviously both GMC and its certified dealerships have not FIXED the problem so the issue has only gotten worse-I am afraid to drive it-its sitting pretty in the driveway. Here is a list of the history-of the Spontaneous acceleration. That's right my truck actually accelerates when you apply the brakes!! June 30, 2004 I had complained of the issues with my vehicle stopping. The dealership fixed the problem by putting on 4 brand new tires however did not describe why I was there in their reasons for diagnosing the tires being replaced .Therefore GMC is stating that the issues didn't actually occur or were not due to faulty/malfunctioning breaking system. Why should I be responsible for their documentation when I go in for service? Why would anyone have a second thought when someone who is certified is paid to diagnose and fix a problem? June 15, 2005 I had the same breaking issues and complained again to the, Certified dealership. They fixed the issue and replaced the rear break pads, rotors and rear brake shoes. June 16, 2006 Same issues/complaints of break malfunction. Certified dealership fixed the issue by replacing the front brake pads, resurfaced all four brake rotors June 22, 2006 Complained about breaking issue. The certified dealership Fixed the problem by replacing the Hub Bearing, replaced both ABS sensors and both bearings. My vehicle had 75, 000 miles on it at the time and was still under the certified preloved warranty. March 19, 2008 complained to GMC about the inability to stop since the warranty expired. Another certified dealership Fixed the breaking complaint with ANOTHER Hub bearing replacement. HHMM can you say HUB BEARING (I am guessing the part sucks and is defective) September 18,2008 Spoke with the GMC rep which is like speaking to a well scripted robot who is trained to deflect blame and/or responsibility. After describing the issues of NOT being able to STOP and the malfunctioning of the vehicle where it accelerates, the GMC rep asked again, So when do you have this issue? I said the following: Have you been listening at all to what I have said? Putting your foot on the break should be alot like blinking-we shouldn't have to think about it. When was the last time you had to worry if you stepped on the break that your vehicle will plow into the driver in front of you? The GMC rep said, I don't-So why don't you want to drive it to get diagnosed? -Get the picture? GMC and their customer service sucks. I was told in the very beginning that if I took my vehicle anywhere else other than a GMC certified technician or dealership-the warranty coverage for any issues would be at risk. Also the system that they use to diagnose is computerized. So if the computer doesn't say there is an issue-they meaning the GMC certified technicians assume there is no issue. When I called GMC in March of 2008 they were more interested in my next GMC purchase than what I was trying to complain about? Like I would EVER buy another GMC piece of ***. GMC kept reminding me that regardless of the number of attempts I have made to fix this ongoing issue with my break malfunction and the money that I have spent(time away from work, rental cars)-They won't take responsibility for a vehicle that is no longer under warranty, a vehicle that is 6yrs old and 105k miles. I have been a responsible owner and have been diligent in the maintenance of it. The breaks are only ONE of the many issues I have had with this truck-New radiator, new transmission, new ride control and another four tires when the Hub bearing was replaced the second time. Issues with the oil(lots of changes-not consistent with 2000 miles) GMC is known for not informing the public of their safety issues which Ralph Nader had exposed in a media filled public war which revealed to the public about GMC's unwillingness to take responsibilities for their knowledge of safety issues almost 30yrs ago. NOT much has changed except that their customer service reps have become more rude and repetitive in their rebuttals and counter objections-Dah-Why won't you drive your vehicle Ms. Gustafson?? Companies like GMC hope that consumer complaints will fade away into the backdrop when the consumer gets so frustrated and give up. I am not one of those people. Here is a list of some of their excuses: *It could have been a fluke *It could have been your driving-Hmm, I know I am Asian bit not all Asian drivers suck(not that this one is aware of) *You know that's common at slow speeds-My response is this So when I hit a pedestrian should I tell them that too? *We are not familiar with that issue with spontaneous/unexpected acceleration *You should warm up the vehicle before you drive less than 10 miles an hour *The sound is your muffler *There is no issue with the breaking system. we have not been able to duplicate your complaints, so there is nothing wrong The resistance to break could be the way you are applying your foot to the break pedal-WHAT????!!! My favorite response from GMC: I am so sorry you feel that way, I wish there is something we could do but it's not covered under warranty anymore. Your vehicle was not on the recall list. Yes the year and make was but your vehicle was not on the list for the recall.-When did vehicles have social security numbers? After my ordeal with GMC and the performance issues with my Escalade I am a firm believer that Fred Flintstone probably had a GMC and was the only one that was happy with their product. You see Fred Flintstone didn't care about breaks, airbags,stearing issues, seat belts, windshield wipers that could cause a fire, his car exploding, stalling on a highway....These are some of the many issues the public is raving about on the web regarding GMC vehicles and the safety issues that occur with all makes and models belonging to GMC. I have filed a complaint with NHTSA and have contacted several newspapers and consumer advocates. Only one person actually helped-a little. Doreen Geiger a consumer reporter from NBC placed a call to GMC and now I have to deal with The Executive office. When I asked the GMC rep what her title was she said, Executive office. I can only assume that she is not someone that can help, just another line of defense to make another disappointed consumer go away quietly. I have done so much searching on the web. The public outcry against GMC is overwhelming. SAFETY is not a priority GMC considers as important as the expensive crap it puts out for unknowing consumers. God help us all when they put out their electric car in 2010. Yippeee another disaster. Hopefully they will go bankrupt before they put out yet another vehicle with safety issues. All I want is for GMC to pay me the book value of my truck so that I can put it towards another vehicle that is not GMC. (They won't even pay for a tow to get my vehicle diagnosed. ) It's no wonder that Americans are buying more foreign vehicles and GMC sales are not what they used to be. It is hard for me to deal with the fact that I spent 53,109.00 prior to all the money I have spent in getting the breaks to operate properly.

Erik of San Diego, CA September 16, 2008

2004 Cadillac CTS-V 23 complaints raised affecting 9 different subsystems (Differential, Engine, Stability Control, Starter, Windshield, Radio, Trunk, Sunroof, Interior Trim) on 11 different unscheduled service visits. Repairs attempted 13 times (remaining 10 were attributed to me or overlooked), with 3 repairs successfully completed. At present, 6 issues remain unresolved, of which 4 are safety related. Oh...the check engine light is on now, too. Check http://neveragaingm.com

Teresa of Puyallup, WA September 15, 2008

The back bench seat flies forward with such great force when button is pushed that it does not stop when someone may be seated in front of it and next to it on other side and slams into them. It really hurt my arm/shoulder and bruised badly. I can only imagine what would happen if a baby or small child would of been sitting there in my place; it had enough force to seriously injure them.

Wajzma of Lynbrook, NY July 31, 2008

I bought my Cadallic Sept of 2006. It was a brand new SRX. The same week I bought the car the dealer closed down without any notice. I have been hearing roaring noises that comes and goes in my truck. I noticed this about 6 months ago and I took it to Paul Conte dealer(Freeport NY). The first time I took my car in to get checked for this noise and to fix my sun-roof they told me that I needed to replace my back breaks(which I did but the noise was still there) and they never fixed the sun-roof.

Now this is the second time that I dropped my car off because of the same nosie and now they said it's my front breaks/filters. Which I now replaced but my car is still making the noise. Paul Conte kept my car for 7 days to figure out what the problem was but they still can not figure it out. Paul Conte agrees that they hear this noise but they can't figure out why/where it's coming from. They called and told me that my car is drivable even with this nosie that comes and goes. I feel unsafe driving this car with my kids so I would like for them to figure out where this noise is coming from and fix my vehicle.

Mike of Muscatine, IA July 9, 2008

July 2008 General Motors Cadillac recall issued by NHTSA I took my vehicle to dealer and received invoice no charge parts replaced, four months later engine destroyed itself same as recall warned could happen. GM instructed I had to take vehicle to dealer that did the recall repairs, if due to recall they assist put new engine in vehicle. Nothing in writing would be provided. The dealership instructed I could not have a representative witness the tear down and determination of cause of damage. I found an independent repair shop and invited GM and dealership to tear down, they refused to come. The tear down revealed the new parts invoiced to correct recall were in fact not replaced. Two years later found an attorney to file lawsuit as neither GM or dealership would talk to me. General Motors settled for 5,000. Dealerships insurance company paid dealership defense and I ran up a 60,000 attorney fee I could not pay and had to give up, never got to trial. The NHTSA that issued the recall was kept informed, and never responded except were receiving my status of lawsuit communications. An auto recall is useless when all the manufacturer has to do is send the recalled vehicle to dealership that made the recall repairs and the consumer is refused to have an expert allowed to witness the diagnosis of failure. No dealership is going to say it is a recall matter that failed when they invoiced for parts they did not put in. The fact NHTSA allows this to happen at the American publics expense is my story. On top of that Iowa is the only state in the union that has no private cause of action for fraud, and consumer can not sue dealership for fraud.

Andrea of Janesville, WI June 24, 2008

After reading the recent article about GM engine fires, I feel compelled to write with my experience. I drive a 2004 Cadillac SRX, which is under warranty through GM and has not been modified in any way. On June 16th, 2008, I was leaving the grocery store when I smelled smoke in my vehicle. I drove approximately 20 feet from the building to see if I was pulling smoke in from an outside source, but when I was outside in the fresh air, I noticed that smoke was beginning to pour out of my vents. I left the vehicle and walked around trying to determine the source of the smoke. I opened the rear lift gate and found thick gray smoke pouring from the area behind the windshield wiper. It seemed to be the source of the smoke. At that point I called OnStar emergency services and they dispatched police and fire to my location. While on the line with OnStar, flames became visible from beneath the inside lift gate trim panel. The flames were approximately the size of the grapefruit and were partially blocked by the trim panel. Wiper fluid and melted plastic were dripping from the lift gate on to the bumper and into the interior of my vehicle. The wind was blowing into the vehicle and because I was concerned that the flames might move into the interior of the car, I made the decision to use my large drink to put out the fire before it got any larger. I successfully doused the fire about 30 seconds before the fire department arrived. They disassembled the rear lift gate down to the wiper motor, which appeared to be the source of the fire.

The damage includes the entire lift gate door and trim, the wiper motor and circuit board, the rear bumper, and possibly the upholstered cover of the cargo area. I am now on day 8 of GM investigating the issue. They refuse to accept it as a warranty claim and instead have passed me through to the product allegation department where they did nothing but record my name and basic information for 2 days before passing me to another department. The other department says they need 7-10 business days to decide what they will do with the issue and I am not allowed to have any contact information for them unless they have not contacted me in 10 business days. Through all of this, I am being denied a rental car and they are holding my vehicle at the dealer, apparently having told the dealer to park it outside of their garage for safety reasons. I understand their need to investigate this claim. However, their refusal to offer me a rental car while they hold my vehicle is unacceptable and the only part of the situation that I do not understand. I would gladly give them all the time in the world if they could step up and stand behind their products and policies by giving me a rental car during their investigation. While my car sits at the dealer baking in the sun, not being aired out and still smelling of burning plastic and metal, my family is missing out on our summer plans. As residents of Janesville, WI we are duly impacted by the recent GM plant closings that will undoubtedly lower our property values, raise our taxes, and cause closings and cost increases for local businesses. I understand that they are having a tough year, but this is pennies in the grand scheme. I want this company to stand behind their product and show me that customer service is not dead. It's clearly a warranty issue and I should clearly be given a vehicle to drive while they are holding my car and not actively investigating or working on it. Obviously this isn't a case where I want to sue anyone. I just want others to know what buying a GM vehicle means AFTER the warm fuzzy dealer experience comes to an end.

Monetha Valerie Williams of Detroit, MI June 24, 2008

I leased a 2008 Cadillac CTS in November 2007. The car has a problem accelarating. When you press on the accelerator the car stalls for a moment, then appears to catch and move forward. This defect creates a safety hazard especially when merging into oncoming traffic on busy streets and interstates. I took the car to Don Massey for service on 5/23/08 and was told that they are aware of the defect but it is an manufacturing error. Therefore, it can't be corrected and that I would just have to deal with it. I reported the problem to GMAC customer service department and was given a similiar response.

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