I’ve had the worst customer service by Cadillac since the purchase of my SRX in 2010. On this particular visit I was so appalled that I actually got rid of my Cadillac 2 days after I picked up my vehicle from the Service Department. I couldn’t allow myself to be subjected to such poor customer service at the hands of Cadillac. I dropped my SRX off Monday afternoon at the dealership for an oil change and a few other complaints to be covered by the warranty. I planned to pick up my car Thursday evening or Friday afternoon because I was going out of town for work. I received a voicemail on Thursday at approximately 2pm stating my car was ready to be picked up. When I arrived from the airport at 545, I went to the cashiers office. No one told me how the problems I reported to be fixed under warranty were handled so I decided to read the receipt while in the cashiers office. There was a hand written note on the receipt that said “rear view mirror broken.” I asked the cashier what that meant because the rear view mirror wasn’t broken when I dropped my car off. She went to ask and I was told they would speak to me when my car was brought around. I waited approximately 15 mins, well after the 6pm closing time and finally my car was brought around. The delay was because they were fixing the rear view mirror which they broke during service. I have no idea why it wasn’t fixed immediately when it was broken instead of waiting for me to ask about it. My car was brought around and the person got out of the car and immediately said “I guess you already know about this cracked windshield.” There were 2 vertical cracks on the drivers side windshield larger than the size of a dollar bill that extended into the drivers field of vision. The windshield was obviously not broken when I dropped the vehicle off on Monday. They did not document any cracks in the windshield either. The person bringing my car continued to tell me the windshield was already cracked and that there was nothing he could do but ask the service manager to call me tomorrow morning (Friday am). Having no other choice I left with the car. The service manager never called, just as I expected so I went to the dealership around 10 am. He proceeded to tell me that he believes the windshield had a small crack in it because the service tech who changed the oil also said he didn’t see a crack when he put the sticker on. The service manager told me he wasn’t going to fix the windshield because he didn’t believe they did it even though they broke the rear view mirror and the crack wasn’t there when I dropped my car off. I told him of the continuous horrible service I’ve received since owning my Cadillac and this didn’t seem to matter to him at all.

The windshield was cracked so badly that it started raining Saturday and the windshield was actually leaking. I believe I would have known that crack was there when I dropped of my car. Also, the radio complaint was never fixed. The radio would come on, lose audio and I would have to cycle through all the bands to get the audio back on. The center screen that lifts up would no longer lift up automatically. It would come up when I turned on the car then go back down. I would have to use the button to manually raise it, not fixed.

The thought of dealing with the incompetence at that dealership was completely infuriating. I traded my car in and told everyone I knew of my experience.

I buy a new car every 3-4 years and Cadillac will NEVER make another penny off me.