GENERAL MOTORS Complaint

GENERAL MOTORS Complaint

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Bad Reliablity/Performance for NEW '14 Cadillac Escalade


2014 Cadillac Escalade ESV: purchased 5 weeks ago. This is my 4th GM SUV and set to be a life long customer until now (ironically GM says one of it's objectives is to cultivate life long customers). I have experienced numerous problems with performance & reliability from the moment the dealership technician delivered the car. Examples: driver side rear view mirror did not work upon delivery, driver side window goes up and then automatically returns down 1/2 way, car radio has gone off intermittently, rattling sound from under car, steering wheel and car vibrate excessively (factory installation issue).. I have requested that the car be replaced with a new car as I have never had these problems with past GM SUVs. Though the dealer has addressed most of these issues, the car continues to vibrate excessively. And after long drives, the vibrations tire me and wear on my ability to drive safely. This effects the safety of my family. Regardless of future fixes, my confidence in this vehicle is shot and the count down has begun to when I can replace it with a non GM SUV. I do not feel my dealership (Gold Coast) is responsive. I asked my salesman to have the owner or manager call me who have not and I've had to call my sales person repeatedly. On the corporate level, I have called customer experience and spent multiple hours on the phone. After my first 30 minute conversation I was placed on hold and then disconnected after 30 minutes. When I called back, they had no record of my prior conversation. My case has been escalated to the executive review level and I'm awaiting a return call. In the interim, I called back yesterday to add an issue to my case (excessive car vibration) and no one called me back despite assurances someone at the executive review level would. It was my hope that with Alica Boler-Davis newly appointed as the head of customer service and in light of mounting recalls and bad PR.. GM would be more responsive. Not the case. And very down on my GM experience.


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