Is Cadillac dealer service any better than GMC?

[NELLY1947]

I've had about enough of sub-par service at local GMC and Chevy dealers. I've tried 3 GMC dealers and 2 Chevy dealers, and the service stinks. I feel like I am lied to, my concerns minimized, the communicationa are generally horrible and of course no loaner cars. I can go buy a Subaru and get a loaner car. For those with Escalades, is the service more on par with competitors, such as Mercedes/BMW/Audi/Lexus? When I walk into one of those service departments, it just seems much more professional, customer focused and they have a fleet of loaner vehicles for their customers. My wife has driven Audis for years, and I've never experienced the frustration with an Audi dealership that I have with multiple GM dealerships. Having paid almost $100K each for my Yukon and Sierra HD, I have just about had it with the GM service experience and am seriously considering jumping ship and going to another brand. That's really a shame, because for the most part, I really like the vehicles. I just wish the dealership experience would catch up to the vehicles "premium" pricing. I would consider an Escalade, however the local Cadillac dealer is owned by, and adjacent to, the same company that owns the GMC dealer with one of the worst sales AND service experiences that I've had.

Some GMC/Chev dealers are not approved to service Cadillac. But that should not make a difference if u are paying for service. Call the district service manager.

 

[chrisbusnut]

Wait -- you've been to FIVE dealerships, and all of them have made you feel disrespected? Am I reading that right?

Yes, you're reading that correctly, unfortunately.

 

[KMeloney]

You never offered the circumstances of the various transactions/interactions that left you feeling this way from five dealerships. There's being unimpressed with the service, and then there's feeling "lied to" and "minimized." So, what happened?

...And from five dealerships? With five different service managers? Really?

 

[chrisbusnut]

You never offered the circumstances of the various transactions/interactions that left you feeling this way from five dealerships. There's being unimpressed with the service, and then there's feeling "lied to" and "minimized." So, what happened?

...And from five dealerships? With five different service managers? Really?

It's a long story covering multiple issues, however in a nut shell, it all boils down to very poor communications, being misled, lied to and my concerns minimized. I've tried to involve the service managers at 3 of the dealerships, with little to no success, and even went all the way up to the general manager at one of them. His promises were never followed through on. I feel like I am a fairly reasonable person...as long as I am being communicated with in an honest manner. It's really deflating.

 

[Blackcar]

I've had about enough of sub-par service at local GMC and Chevy dealers. I've tried 3 GMC dealers and 2 Chevy dealers, and the service stinks. I feel like I am lied to, my concerns minimized, the communicationa are generally horrible and of course no loaner cars. I can go buy a Subaru and get a loaner car. For those with Escalades, is the service more on par with competitors, such as Mercedes/BMW/Audi/Lexus? When I walk into one of those service departments, it just seems much more professional, customer focused and they have a fleet of loaner vehicles for their customers. My wife has driven Audis for years, and I've never experienced the frustration with an Audi dealership that I have with multiple GM dealerships. Having paid almost $100K each for my Yukon and Sierra HD, I have just about had it with the GM service experience and am seriously considering jumping ship and going to another brand. That's really a shame, because for the most part, I really like the vehicles. I just wish the dealership experience would catch up to the vehicles "premium" pricing. I would consider an Escalade, however the local Cadillac dealer is owned by, and adjacent to, the same company that owns the GMC dealer with one of the worst sales AND service experiences that I've had.

Can you post a list of problems with your vehicle there may be members that have same issue that can respond?

 

[KMeloney]

It's a long story covering multiple issues, however in a nut shell, it all boils down to very poor communications, being misled, lied to and my concerns minimized.

Right. You DID say all of that before. But no one knows what the problems were -- or just how unreasonable any of the dealers were.

 

[chrisbusnut]

The biggest problems were related to the front air suspension, and then a harness that was improperly secured in the transmission tunnel. This is on my 24 Yukon. Within weeks of purchasing the vehicle, the front would lower/sag when sitting overnight. It ended up sitting at the dealer almost a month in total, during which time someone came through one night and broke the windows out on over a dozen vehicles parked on the lot, including mine. it took the dealer 5 days to notify me of this, during which time it continued to sit on their lot, in the rain (they made a half assed attempt to cover it with a flimsy plastic tarp). After meeting with the service manager in person, they finally traced the problem to some module that regulates the front suspension. Essentially, the air in the front shocks was leaking back into the holding tank on the car, which caused the front end to sag.

On the harness, there was a vibration in the transmission tunnel at low RPMs. I dealt with "we don't hear it" or "it's normal" to finally getting them to agree to put the car on a lift and have a tech underneath the vehicle while someone else was inside giving it throttle (with me standing outside the bay watching). At that point, they heard it and agreed that it was not normal, however they couldn't figure out how to fix it. I was by then at my breaking point with this dealer, and decided to try another local GMC dealer. This dealer was quickly able to diagnose the problem and fix it. The way the harness was mounted, it was vibrating directly against the transmission, so once it was remounted properly, the issue went away.

I know these problems may seem trivial. Most of the issues with my 24 Yukon, and previously with my 22 Tahoe, have to do with squeaks, rattles and vibrations (admittedly, my tolerance for these is very low), however the dealers give me subpar service by not providing regular status updates, not returning phone messages or e-mails, giving me inconsistent or downright inaccurate information, etc. There is a consistent rattle on the driver's side b-pillar, a plastic flex/creaking noise in the center dash HVAC panel (where the HVAC buttons are), rattles under both rear seats and a blend door in the rear HVAC that continuously "taps" against the housing at certain temperature settings. Maybe my expectations are too high.

 

[Hrocks]

Pains me to say it after being a loyal GM guy until about 7 years ago, buy the Lexus. I have had four BOF Lexus SUV's and all have been great quality. (Still own three.) Lexus service has been fantastic. If you ever have the need to leave your vehicle even for an oil change because you don't have time to wait an hour, they will give you a loaner. It's a totally different service world than any Cadillac, GMC or Chevy dealership experience.

 

[Blackcar]

The biggest problems were related to the front air suspension, and then a harness that was improperly secured in the transmission tunnel. This is on my 24 Yukon. Within weeks of purchasing the vehicle, the front would lower/sag when sitting overnight. It ended up sitting at the dealer almost a month in total, during which time someone came through one night and broke the windows out on over a dozen vehicles parked on the lot, including mine. it took the dealer 5 days to notify me of this, during which time it continued to sit on their lot, in the rain (they made a half assed attempt to cover it with a flimsy plastic tarp). After meeting with the service manager in person, they finally traced the problem to some module that regulates the front suspension. Essentially, the air in the front shocks was leaking back into the holding tank on the car, which caused the front end to sag.

On the harness, there was a vibration in the transmission tunnel at low RPMs. I dealt with "we don't hear it" or "it's normal" to finally getting them to agree to put the car on a lift and have a tech underneath the vehicle while someone else was inside giving it throttle (with me standing outside the bay watching). At that point, they heard it and agreed that it was not normal, however they couldn't figure out how to fix it. I was by then at my breaking point with this dealer, and decided to try another local GMC dealer. This dealer was quickly able to diagnose the problem and fix it. The way the harness was mounted, it was vibrating directly against the transmission, so once it was remounted properly, the issue went away.

I know these problems may seem trivial. Most of the issues with my 24 Yukon, and previously with my 22 Tahoe, have to do with squeaks, rattles and vibrations (admittedly, my tolerance for these is very low), however the dealers give me subpar service by not providing regular status updates, not returning phone messages or e-mails, giving me inconsistent or downright inaccurate information, etc. There is a consistent rattle on the driver's side b-pillar, a plastic flex/creaking noise in the center dash HVAC panel (where the HVAC buttons are), rattles under both rear seats and a blend door in the rear HVAC that continuously "taps" against the housing at certain temperature settings. Maybe my expectations are too high.

The deal with windows broken out and left to set in rain is a buy back to me.
Did vehicle get wet inside that could be problem down the road. How was repair handled as per who paid and is that on car fax.