Last post on Jul 01, 2013 at 5:50 PM
You are in the Cadillac DTS
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Cadillac DTS, Automotive News, Sedan
#610 of 896 Re: hmmm [sls002]
Sep 26, 2007 (3:56 pm)
I received a voice mail from Cadillac Customer Support asking me to call my local dealer so they can do another ride along with me. They stated that a new service order dated within 30 days is required to initiate their involvement.
I called the service department on my way home from work and they (very graciously) agreed to allow me to bring the car in right away for a ride along. After a couple of remarks about that fact that I had replaced all four Continental tires (only one of which Cadillac had paid for), the service manager rode on the highway with me. He again declined to drive the vehicle; he has declined to drive it every time I've taken it....he rides shotgun only. I could feel the problem as plain as day, but he says he doesn't feel anything. He also states that the TSB's for the previous models don't apply to this one, and the suggestion from Firestone about drivetrain bearings/bushings/etc. doesn't make sense.
He asked me to bring the car back next Tuesday and leave it with him (after he closes out the month of September)so he can attach an electronic vibration monitor to it while he drives it himself.
Although I appreciate that he is willing to try, I'm frustrated that everyone in Central Florida can feel this driveability problem except the Cadillac service department.
I've put out price quote requests for a Lincoln MKX and a Chrysler Pacifica. Anyone want to buy a 2006 DTS Lux III with 17,000 miles on it?
#611 of 896 Re: hmmm [robw64]
Sep 26, 2007 (9:55 pm)
I could not resolve my electrical system problem with the first dealership but since the second dealership worked on it the car has performed as I would expect it should. Is the problem resolved, not long enough to say for sure but this is the longest period without problems since I bought the car.
MY POINT is that you need to STRONGLY consider taking the car to a different owned dealership. Sounds to me as if the one you are working with is just jerking you around. When the fellow rides "shotgun" only and then has the nerve to say he doesn't feel the problem it is time for you to change dealerships. Be sure to report this "SHOTGUN" business to Cadillac customer service as some strong communication is necessary between them and the offending dealership. The dealers can be pressured by Cadillac Corporate by withholding dealership incentives from dealerships that behave in this fashion.
#612 of 896 Re: hmmm [bremertong]
Sep 27, 2007 (6:18 am)
I think that the dealership has to be given a chance to fix the problem, that is to say, they need to have enough rope to hang themselves with first. It seems to me that if there is a vibration sensor that can be attached to the car to evaluate vibrations, this is something that should determine if there really is a problem. If one goes to another dealership to resolve a problem, then Cadillac does not have any real evidence that the first dealer is incompetent.
#613 of 896 Re: hmmm [robw64]
Sep 27, 2007 (6:21 am)
I think that this is progess. If the vibration monitor does not show anything, I would want to see what it shows on a different DTS that you can drive which does not have the problem.
#614 of 896 Re: Guess I'm hopeless.... [beardie]
Sep 27, 2007 (5:03 pm)
That's what I did. It cost $1,000 for the certification back in 2004 but an extended warranty (GM Protection Plan) would have cost more. A lot was done by the dealer. I got four new Michelin tires (the car had 30,000 miles on it and was a year and two months old), they replaced the back seat cushion, and did the checks, oil change, air filter, etc. The car has been totally dependable thus far (I have 57,000 miles on it now). The certified cars are well worth it. I like the 6 year 100k warranty, mainly because it encourages me to keep the car that long. My experience with Cadillac is that unlike Chevrolet, warranty work is not a problem. Good luck griping about a wind noise with a Chevy.
#615 of 896 Re: 1 Year Update [dispencer2]
Sep 28, 2007 (6:09 pm)
In response to some of the problems owners of the DTS have experienced, I have 15,000 miles on a 2006 DTS (bought new- Luxury II), and have not had the car in for any warranty work. It has absolutely been everything I had hoped for- my first and definitely not last Cadillac owned. The ride is as comfortable as any I've experienced. Handling is superb and quality throughout the cabin. All the latest safety features-having the ultrasonic parking assist in both front and back has been beneficial.
#616 of 896 Re: hmmm [sls002]
Oct 02, 2007 (2:23 pm)
Here's the latest:
I dropped off the car this morning (Tues 10/2) as requested and received a brand-new 2007 DTS as a loaner. The new one has no vibration at highway speed at all, but it only had 42 miles on it.
During the write up, the service advisor told me the replacement b-pillar cover was in stock and they would install it while the car was in their shop today.
Mid-afternoon, they called to tell me there is nothing detectable with my car and the torque force evaluation showed vibration within acceptable GM specs. Therefore, they are closing my case with Cadillac corporate. They also told me the b-pillar cover had been replaced.
At 5:00 pm I went to pick up the car. The service techs replaced the wrong b-pillar cover and somehow managed to screw up the seat belt guide on the driver's side (the same way it was screwed up 2 weeks ago when they replaced it.....wouldn't move up or down and the seat belt wouldn't extend). The service advisor was understandably flustered and went back in to check the service records. I was furious. I got in the car to just leave and couldn't even get the seat belt buckled. I turned the car around and the service advisor was running out to get me to talk with the service manager (the one who wouldn't drive the vehicle with me). He poked around the seat belt for a few minutes and determined he couldn't fix it on the spot so he asked me to leave the car with him overnight. I had already returned the loaner, so he went in to get the keys back for me.
At this point, the salesman who originally closed the deal came out to see what was going on. Rather than explain it, I told him I was just trying to get some interior work fixed.
The service manager was extremely apologetic and told me over and over how he appreciated my patience. I told him I just need him to make the car presentable enough to trade it in tomorrow. Although the car has depreciated horribly (trade in is now at only $28,500), I don't think I can take this much longer.
This has been an absolutely frustrating mess of an experience. But here's the comical note to all of this: the service advisor had the nerve to ask me to watch for the Cadillac Customer Service survey and make sure to give them the best possible ratings.
#617 of 896 Re: hmmm [robw64]
Oct 02, 2007 (9:46 pm)
Very disappointing to see that you are having all these problems. Cadillac corporate is the place to try to get help. As far as the satisfaction survey is concerned you need to check completely dissatisfied IF thats the way you feel about your experience. Be sure that the car is not in possession of current service department when you send in your survey. I would not take my car back to a dealership that treated me as you have described. Cadillac corporate personnel are varied in the quality of service they provide to owners with problems such as your self. I would keep calling until you find someone that shows the proper interest and concern for your cars problems, When you find someone that seems responsive to your problems get their extension and work with them as opposed to keep talking to the first person that answers the phone. Be sure to keep or reopen your file for the reasons you mention.
I don't believe the dealership you've been working with is likely to resolve your problems particularly regarding the vibration. I think you will probably need to take your car to another dealership. Have Cadillac corporate call the second dealership to introduce you and describe your problem. After you have been introduced by Cadillac corporate you can call directly to arrange an appointment with them. Hope this helps, I want to stress again that you need another dealership to render a second opinion and hopefully fix the problem(s). Best wishes.
#618 of 896 Re: hmmm [robw64]
Oct 03, 2007 (6:52 am)
I think that what you should do next is call the customer satisfaction number and explain that you dealer has done as much as they want to fix the problem. If you really want to dump the car, then I think the lemon law buy back should be pursued, otherwise you should pick a dealer outside the area where all the Cadillac dealers are under one ownership and have that dealer evaluate the vibration problem.
I would agree that you should fill out any evaluation survey and give them what they deserve. This service department does seem less than competent.
Have you had an independent tire dealer check out the vibration? And did they agree there is some vibration that shouldn't be there? At least you are now aware that a device exists to measure vibration (unless that was just a story). If I were you, I would want to see the results on a new car (the one you had as a loaner) and your car.
#619 of 896 Re: hmmm [sls002]
Oct 03, 2007 (6:23 pm)
I totally agree. I made the mistake with a 2000 Buick that had a faulty strut bushing of selling it after trying time after time to get it fixed under warranty. Everybody could hear the creaking noise but no one would fix it including the zone office. I therefore sold it and quit buying Buicks. I should have exercised the lemon law and so should robw64.. If necessary, hire a lawyer who I guarantee will provide an "expert" who will feel the vibration and sue the dealership. In any event the Lemon Law may be your best bet. Cadillacs have an awful depreciation and the Lemon Law would be more cost effective. By all means, fill out the evaluation honestly. Tell them that you will never buy another Cadillac and will never use that dealer because of your experience.