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 - Hawk - which was the ownly shop in the area available and NOT the dealer where I purchased my vehicle. Unfortunately, due to the mechanic's stike in the midwest, my car was towed to a shop that was unknown and unfamiliar to me. It left my home around 8:30 am and arrived at Hawk no later than 9:30... Hawk called my home when I couldn't answer the phone. I called back several times (from 10:30 to finally just before 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, call me/the warranty company and put it aside. NOTHING. Again, he let it lay 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. And they made the decision that this was not a warranty item because it was a failed battery... yet they did no diagnostics prior to (or even after) replacing the battery. They said they've seen it before so that's what it must be. REALLY? is that their professional advice or one they found in the bottom of a cereal box? 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 perform 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". the bill literally says "perform multipoint inspection and walk around at no charge". That was their "GM inspection"! Look up GM Inspection. When we asked for their diagnostics, they provided a sheet of paper with a timestamp of when we called (late afternoon on the second day) 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 weekends. I keep that car in top condition and I expect that to be a partnership with my dealer's service department. 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.
And to add insult to injury... this same car is back in the dealer (one month later and NOT HAWK) for more fixing. Had a true GM inspection been done, could this fault have been found?
So I reported this to GM customer assistance. For almost a month, they have done literally NOTHING! Their "Senior Advisor" - some most likely 18-20 year old with an attitude - and her "supervisor" - maybe year older 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. Hawk sealed that deal!
Never, Never Again! BBB... here I come. I’ve asked time and time again to chat with the Regional Manager, but it looks like (from previous customer complaints) that would be just like banging my head against a wall. A note to GM HQ and the State's Attorney is my next step. 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. In the meantime, I continue to warn all not to purchase GM in any form and if you own a GM, stay away from Hawk for service.