Complaint Review: Hawk Chevrolet Cadillac - Joliet
Hawk Chevrolet Cadillac My 2013 Cadillac XTS had electronic issues on September 5th where every light and message was lighting up - like a Christmas tree - both inside and outside of the car. Even when I left the car to go inside to call my Warranty number, the car would not be shut down and the lights continued. 45 minutes later, the car finally drained the battery and the tow truck arrived to take the car to the shop. Unfortunately, due to the mechanic's stike in the midwest, my car was towed to an unknown shop in Joliet. Plainfield Illinois
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My 2013 Cadillac XTS had electronic issues on September 5th where every light and message was lighting up - like a Christmas tree - both inside and outside of the car. Even when I left the car to go inside to call my Warranty number, the car would not be shut down and the lights continued. 45 minutes later, the car finally drained the battery and the tow truck arrived to take the car to the shop. Unfortunately, due to the mechanic's stike in the midwest, my car was towed to an unknown shop in Joliet. It arrived and they called my home when I couldn't answer the phone. I called back several times and from 10:30 to finally 4pm, they finally got a hold of me and told me they didn't know who I was or where my car was. The man who called me back "found" my car on the lot and logged it in and told me nothing could be done because all of their mechanics went home (a non-union shop). I ended up having to rent a car on my own. This should never have happened as my warranty states that the shop should be coordinating this effort. I got my rental at 6pm.
The next day, still no word - call after call after call and I begged their service manager to just run a diagnostics to find out what was wrong and to call the warranty company. I have the top of the line Major Protection Plan with $0 deductible. All he had to do was diagnose and put it aside. NOTHING. Again, he let it lay all day until finally we get a call that his mechanic replaced the battery and we could come get the car. No diagnostics... no reason for replacing the battery... nothing. We asked them to run diagnostics. By the time we got there... no mechanics and no service manager. Just a couple of advisors and a bill. They said the battery was dead and they said it failed. NO KIDDING! The car's electronics sucked the crap out of it for 45 minutes!! What is wrong with the electronics! Why was my car lighting up like a Christmas Tree? And frankly... why are you replacing my battery without my consent?
In addition, I asked them to to the normal oil change and maintenance that goes with it (the car was at 17% oil life). They changed the oil and "walked around the car". That was their "GM inspection"! When we asked for their diagnostics, they provided a sheet of paper with a timestamp of when we called with RED on the battery (after they replaced the battery) and nothing else checked off. So we have NO IDEA why the electronics zapped the battery and no idea if/when this will happen again. And, to top it all off, because this was handled poorly, the bill was on me. Now frankly... the bill is the least of my worries. My worries are that I paid $60k for a vehicle to be my safety, security, entertainment and comfort for 4 hours a day, 5 days a week plus the weeekends. I keep that car in top condition and I expect that to be a partnership with my dealer. I went so far as to purchase an extended warranty on this car to ensure that I could afford to keep the car in top condition to the end of its life - which, by the way, I choose! Just because the mechanics went on strike doesn't make it right that this dealership puts a customer between them and the mechanics. That needs to be transparent to the customer.
So I reported this to GM customer assistance. For almost a month, they have done literally NOTHING! Their "Senior Advisor" - some 20 year old with an attitude - and her "supervisor" - a 21 year old with another attitude - are so tightly wrapped in GM bubble wrap that frankly, no customer makes a difference. They have no idea what "Customer Retention" means. I am a 25+ year Cadillac customer that has just decided to become an owner of a different brand.
Never, Never Again! BBB... hear I come. And a note to HQ and the State's Attorney. If you see a 2013 Cadillac XTS on the road in an accident due to problems, please have my back and send this note to the State's Attorney in my stead.
deirdre, plainfield, il
This report was posted on Ripoff Report on 10/17/2017 03:06 PM and is a permanent record located here: https://www.ripoffreport.com/reports/hawk-chevrolet-cadillac/joliet-60435/hawk-chevrolet-cadillac-my-2013-cadillac-xts-had-electronic-issues-on-september-5th-where-1406891. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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