Cadillac Customer Assistance Center
PINOLE, CALIFORNIA -- In November 2007 I purchased a brand new Cadillac CTS, fully loaded and totally dressed and priced just under $50,000. Shortly after taking possession of my "dream car" I experienced problems that were identified as defects in the cars manufacture, namely a broken suspension link and a faulty differential housing bushing. The repair of these two items required four round trips to the dealer for diagnosis, parts ordering and installation, not to mention two other trips to have the car properly detailed. I felt that Cadillac should provide some type of compensation for my expenses (bridge tolls, mileage, gas and time), though modest, and inconvenience in fixing items that occurred during assembly.
I contacted the Cadillac Customer Assistance Center, through the official website to seek assistance, compensation or at least a good faith effort. Over the course of about 6 weeks, I submitted emails, phone calls and a letter to attempt to resolve my issues.
I was finally told that my warranty covered the costs of repair and that Cadillac did not feel any compensation was due me beyond fixing these defects. When I asked if my time, expense, and inconvenience were worth anything to Cadillac, I was told that there would be no further discussion of the matter and I would be sent a form letter giving me the option of contacting the Better Business Bureau, and that Cadillac had closed the book on my issue.
I am shocked that a brand as respected and well known as Cadillac and General Motors would be so short sighted and aloof and disregard the Lifetime Value of its customer and of its premier line of vehicles. A few dollars or a gesture of good faith beyond the offer of a free initial service visit, which, of course, I already had been given at purchase, not to mention a purchased 3 year maintenance program, would have gone a long way towards me purchasing another GM product. As it stands now, I have purchased my one and only Cadillac and GM car.
Don't get me wrong, I love my CTS, but wish that Cadillac truly supported and embraced their Customer Assistance program.