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
#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.
#620 of 896 Re: hmmm [dispencer2]
Oct 03, 2007 (7:37 pm)
Excellent advice, I wish to second your message. I already have the lemon law application from my state just in case. Hopefully the idea of another service department not controlled be the same one where robw64 bought the car as I suggested before would be a good prelude to the lemon law route. If vibration problem not resolved there than the lemon law option should be strongly considered. In my state the buyer has two and half years to exercise the lemon law, it does vary from sate to state. Cadillac also has a repurchase program which should be asked about if second service department fails to resolve the problem.
#621 of 896 Re: hmmm [bremertong]
Oct 03, 2007 (8:26 pm)
Actually in my experience Cadillac is very generous with complaints. They fixed the wind noise in my '03 by installing the part that contained the rear quarter window which would have cost nearly $600 plus $400 labor if I'd bought it. They also replaced the radio when it caused CDs to skip. No discussion at all. The dealer contacted Cadillac and the dealer was reimbursed. I think that the problem is robw64's dealer. He should definately go elsewhere. It is either that or invoke the Lemon Law or call an attorney. He doesn't have other options except to sell the car and take a $25,000 loss while the service department gets off scot free.
#622 of 896 lemon law
Oct 04, 2007 (8:34 am)
While I have no experience with lemon laws, I can say that it will take time to resolve a lemon dispute. Both parties will have to come to an agreement that there is a problem, which seems to be an issue in this case. Then the service people are supposed to try to fix it, which has already been done to some extent, with the current dealer saying there is no problem to fix.
I think the next step should be to talk with the Cadillac Satifaction 800 number and move on to another dealer. Perhaps an independent tire dealer should evaluate the car for vibration before traveling a long distance to another Cadillac dealer, to determine if someone with no real interest in the problem agrees there is a problem. The lemon law will require some independent evaluation of the car if there is a dispute over whether there is a problem.
The quickest (and most expensive) solution is to just trade the car for something else. However, there is no guarantee that the next car won't develop some new vexing problem with no solution.
#623 of 896 Re: lemon law [sls002]
Oct 07, 2007 (6:25 am)
The latest on my 2006 DTS:
I picked it up on Thursday afternoon. The correct b-pillar cover had been replaced, but they again stated there is nothing wrong with the ride on the vehicle and they are closing the case with Cadillac. The service advisor then walked me over to the customer service survey chart (again) to explain to me that any response other than "outstanding" is comparable to a zero in Cadillac's eyes. I guess they'll be getting a zero, then.
Fortunately, the Cadillac rep I had been dealing with called and left me a voice mail that evening. I returned the call to state that the issue still exists and I am not satisfied with the resolution. We spoke again on Fridy evening and the rep advised me that Cadillac is willing to escalate to a regional service rep if I'll take the car back to the dealership. I flatly refused to take the car back to the same service center, so Cadillac agreed to let me take it to the dealership 22 miles north of here. I gave them a complete description of the vehicle inspection results at my local Firestone dealer, as well as a detailed description of my service experience at my local dealership.
I still like the vehicle.....it has most bells and whistles I've ever wanted or needed, except a sunroof because it takes up too much headroom. My first choice is to get it fixed and keep it for a long time. I'm not confident this will happen, though.
#624 of 896 Re: lemon law [robw64]
Oct 07, 2007 (9:16 pm)
You are proceeding in the right direction and need to persist as you have up to now, if it's in your personality get even more firm and aggressive keeping your polite and courteous demeanor as you have in your posts at this forum.
I am continuing to have problems with my electrical system but not serious enough to spend more hours, days and weeks to resolve unless they get a lot worse. Sad to say this in all likelihood will be my last Cadillac. When the car works it's really a great car but I have had more problems with this car than my last five cars combined and it is the only car I ever bought new. The issue is not so much the attractiveness and performance of the car as it is Cadillacs inability to resolve problems quickly and efficiently when they occur and are reported. Responses from other DTS owners only will be appreciated.