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2014 cadillac srx adaptive cruise control Q&A Review

What's your "never again" car brand? Why?

What's your "never again" car brand? Why? Cadillac. Our new 2014 Cadillac SRX was a lemon that, according to CarFax, Cadillac ultimately junked because it could not be repaired even after it had been returned to Detroit for analysis. The adaptive cruise control system failed catastrophically for some unknown reason. The car had also been repaired under warranty earlier in the year because of suspension problems. Since the adaptive cruise system could control both acceleration and braking, in addition to the inconvenience, the car was unsafe to drive. The car was continuously in a dismantled state at the dealership for repairs from September 2014 until it was taken back by GM in the beginning of 2015. Cadillac ultimately replaced the car with a 2015 model that still works fine. The problem is that both the dealership and GM stalled and sandbagged the replacement process and all but accused us of some kind of sharp dealing. By the time Cadillac declared the 2014 car to be irreparable, there were no remaining 2014 models, and GM insisted that we had to pay for the increased price of a 2015 model. We visited with the owner of the dealership, and he suggested that we talk to his own lawyer about why we had no recourse. I wrote to the office of Mary Barra, the CEO of GM, and the response was from a person who was pleasant enough but whose job was simply to placate us. Her efforts to solve the problem were useless. She had no authority to negotiate. The 2014 SRX was technically a “lemon” under state law that qualified us for a return of the total purchase price. I told the dealership that we had decided to hire a lawyer specializing in lemon law to pursue our options. We had looked at a new Mercedes Benz SUV that we thought might be a good replacement for the Cadillac. Only at this point did a regional GM manager contact us, and we were able in one phone call to negotiate a replacement of the 2014 SRX with a 2015 model at the next higher trim level. We paid 95% of the trim differential ( I think around $1000) and settled the matter. The process was so painful, and the customer service was so bad that It is extraordinarily unlikely that I will very buy a GM product again. Our next SUV will likely be a Lexus based on the wonderful experience we have had in the past with Toyota.

Have you ever made a complaint directly to a CEO or office of the CEO? How did it turn out?

Have you ever made a complaint directly to a CEO or office of the CEO? How did it turn out? Yes. I complained directly to the office of Mary Barra, CEO of General Motors, when I became frustrated with stonewalling by the local GM dealer and the regional powers that be at GM about a new 2014 Cadillac SRX that was a lemon. After many and varied systems failures during the first 9 months of ownership, the car’s adaptive cruise control failed completely. GM was never able to repair it, and a CarFax report showed that the car was ultimately scrapped by GM. Barra’s office assigned a pleasant, but ineffective “pacifier” to get me under control but did nothing whatever to ameliorate the situation. I finally settled the matter with a regional GM manager after threatening a lemon lawsuit. GM ultimately provided us with a new, slightly upgraded 2015 SRX for a small negotiated payment of around $1000. Throughout the entire process it was clear that GM believed we were trying to pull some kind of a scam notwithstanding the fact that the car sat disassembled and inoperable on the dealer’s lot from September 2014 until January 2015. We have moved on to top of the marque Lexus and Mercedes vehicles, and I shall never buy another Cadillac.