I purchased a pre-owned 2015 Cadillac Escalade ESV, Luxury Edition, last year from Bob Trickett Cadillac dealership in Clarksburg, WV. The vehicle had roughly 56k miles on it upon purchase with bumper-to-bumper and powertrain warranties active. Upon receipt of the Escalade it needed air conditioning repairs and transmission work due to “jerking’ which could be felt typically between first and second gear transfer. Our Escalade was returned for repairs yet the gear jerking persisted through operation from West Virginia until presently in Fort Worth, TX, where my wife had to transfer to the Naval Air Station/JRB. Apparently, the transmission fluid was merely flushed and changed. An "okie-doke" move. Per the owner's manual specs, my wife and I have dutifully took the Escalade for scheduled maintenance to include brake work multiple times to Frank Kent Cadillac at 3500 W Loop 820 S, Fort Worth, TX 76116 over the course of a year. We had continued to complain about the transmission jerking. This has been noted as a matter of record, yet, at no time was our Escalade properly diagnosed. Friday, May 18, 2018, my wife called me in office at my duty station here in WV from the Frank Kent Cadillac Service Shop indicating that a Service Manager (Mr. A.M.) had informed her that all of a sudden WE needed to buy a new transmission for our 2015 Escalade. The transmission was never properly diagnosed, repaired, or replaced by Frank Kent Cadillac as was chronically reported while our Escalade was ever under GM warranty. It is dubious at best to be advised the transmission suddenly needed replaced just 2k miles after the warranty expired as diagnosed by the same shop which could not/would not identify after repeated service visits to Frank Kent before, despite our repeated expressed concerns. This is highly suspect timing, bordering on the unscrupulous business practices. I proceeded to call the Cadillac warranty department. They were courteous and helpful, providing me with a G.M. case number. I was referred to a Senior Advisor with the Cadillac Customer Assistance Center. This Senior Advisor was very difficult to touch base with for more than a week. After maneuvering through the CCAC network, I finally was able to speak live-time with Senior Advisor who in turn orchestrated a joint call with the aforementioned Mr. A.M. The Senior Advisor did little more than listen as Mr. A.M. uncomfortably attempted to explain that he needed to charge me an additional $600 to “tear down†the transmission to find the problem which he matter-of-factly told my wife the week before needed to be replaced. Okay, but what is the cause of the problem? Incredible! Presumably, this call was recorded for customer service or quality assurance purposes? Please explain? This $600 transmission “tear down†was targeted to be completed by Wednesday, May 30, 2018. As of June 6, 2018, there had still been no contact received from Mr. A.M. or any representative at Frank Kent Cadillac. This lack of responsiveness is very concerning on several different levels. Why was this issue never addressed at any point during the (4) plus visits to the service bay despite repeated complaints of transmission irregularities? Why was my family allowed to drive around the Metroplex on a suspect transmission for a year? The best offer of resolution via a different Senior Advisor at GM was a 50/50 split of repairs expenses to the tune of $3,600. We appealed directly, in writing, to Stephen K. Carlisle, G.M. Senior V.P. & Cadillac Division President. GM has thousands of transmissions available for factory warranty install. A representative from the Executive Office of Mr. Carlisle promptly called me on June 7, 2018. As opposed to doing the right thing, I was informed that the 50/50 split was a final offer. It is apparent that Cadillac has no interest in acting in good faith. The can was merely kicked down the road until our warranty expired, sticking us consumers with a hefty repair order ever so conveniently outside of warranty specs at my expense. I am particularly disturbed at the circumstance of my wife and kids must rely upon this supposed top-of-the-line luxury vehicle which I purchased for their comfort and safety in my absence while I am assigned to work out of state at another duty station. We were loyal Cadillac customers currently owning a 2009 Cadillac CTS-4 and a 2002 Cadillac Escalade which have admirably stood the test of time until this very day. Why does a 2015 luxury vehicle need a new transmission? Based on research, this is an anomaly. LOYALTY, DUTY, HONOR, and SERVICE should still mean something these days....
I purchased a pre-owned 2015 Cadillac Escalade ESV, Luxury Edition, last year from Bob Trickett Cadillac dealership in Clarksburg, WV. The vehicle had roughly 56k miles on it upon purchase with bumper-to-bumper and powertrain warranties active. Upon receipt of the Escalade it needed air conditioning repairs and transmission work due to “jerking’ which could be felt typically between first and second gear transfer. Our Escalade was returned for repairs yet the gear jerking persisted through operation from West Virginia until presently in Fort Worth, TX, where my wife had to transfer to the Naval Air Station/JRB. Apparently, the transmission fluid was merely flushed and changed. An "okie-doke" move. Per the owner's manual specs, my wife and I have dutifully took the Escalade for scheduled maintenance to include brake work multiple times to Frank Kent Cadillac at 3500 W Loop 820 S, Fort Worth, TX 76116 over the course of a year. We had continued to complain about the transmission jerking. This has been noted as a matter of record, yet, at no time was our Escalade properly diagnosed. Friday, May 18, 2018, my wife called me in office at my duty station here in WV from the Frank Kent Cadillac Service Shop indicating that a Service Manager (Mr. A.M.) had informed her that all of a sudden WE needed to buy a new transmission for our 2015 Escalade. The transmission was never properly diagnosed, repaired, or replaced by Frank Kent Cadillac as was chronically reported while our Escalade was ever under GM warranty. It is dubious at best to be advised the transmission suddenly needed replaced just 2k miles after the warranty expired as diagnosed by the same shop which could not/would not identify after repeated service visits to Frank Kent before, despite our repeated expressed concerns. This is highly suspect timing, bordering on the unscrupulous business practices. I proceeded to call the Cadillac warranty department. They were courteous and helpful, providing me with a G.M. case number. I was referred to a Senior Advisor with the Cadillac Customer Assistance Center. This Senior Advisor was very difficult to touch base with for more than a week. After maneuvering through the CCAC network, I finally was able to speak live-time with Senior Advisor who in turn orchestrated a joint call with the aforementioned Mr. A.M. The Senior Advisor did little more than listen as Mr. A.M. uncomfortably attempted to explain that he needed to charge me an additional $600 to “tear down†the transmission to find the problem which he matter-of-factly told my wife the week before needed to be replaced. Okay, but what is the cause of the problem? Incredible! Presumably, this call was recorded for customer service or quality assurance purposes? Please explain? This $600 transmission “tear down†was targeted to be completed by Wednesday, May 30, 2018. As of June 6, 2018, there had still been no contact received from Mr. A.M. or any representative at Frank Kent Cadillac. This lack of responsiveness is very concerning on several different levels. Why was this issue never addressed at any point during the (4) plus visits to the service bay despite repeated complaints of transmission irregularities? Why was my family allowed to drive around the Metroplex on a suspect transmission for a year? The best offer of resolution via a different Senior Advisor at GM was a 50/50 split of repairs expenses to the tune of $3,600. We appealed directly, in writing, to Stephen K. Carlisle, G.M. Senior V.P. & Cadillac Division President. GM has thousands of transmissions available for factory warranty install. A representative from the Executive Office of Mr. Carlisle promptly called me on June 7, 2018. As opposed to doing the right thing, I was informed that the 50/50 split was a final offer. It is apparent that Cadillac has no interest in acting in good faith. The can was merely kicked down the road until our warranty expired, sticking us consumers with a hefty repair order ever so conveniently outside of warranty specs at my expense. I am particularly disturbed at the circumstance of my wife and kids must rely upon this supposed top-of-the-line luxury vehicle which I purchased for their comfort and safety in my absence while I am assigned to work out of state at another duty station. We were loyal Cadillac customers currently owning a 2009 Cadillac CTS-4 and a 2002 Cadillac Escalade which have admirably stood the test of time until this very day. Why does a 2015 luxury vehicle need a new transmission? Based on research, this is an anomaly. LOYALTY, DUTY, HONOR, and SERVICE should still mean something these days....
- A. G., Fort Worth, US