John Varela | Page 18

DARON305 responded

Hi. So my window isn't fixed. It doesn't go up all the way and with all this rain we are having my car is getting wet. I've been with Cadillac since 2006 and never been denied maintenance on my vehicle until I met Carlos.

JAVIRIERA123 responded

Mr Rogers: Thank you for reaching out to me. First of all I LOVE my Escalade, but for more than two years I have been taking the vehicle for service and since then I been asking to check a hard shift in low gear that happens at low mph, either accelerating or breaking. Problem doesn't happens all the time, it happens at a specific acceleration or deceleration. Every time the supposedely "REPAIRS" have been different every time: - case extension and gasket replacement - electronic module control replacement - performed transmission fluid flush, power flush transm assembly - searched SI bulletin # 16-NA-019, performed fast learn procedure - customer concern can not be duplicated In September, I insisted that Mr.Fede Arudhome (Service Manager) would drive the vehicle with me and found that the transmission indeed had the shifting problem and he authorized a new transmission replacement. To my surprise, it was not a new transmission, but a remanufactured transmission ( if that really happened??). As of today the problem continuous and sometimes its worse than before. On October 22 I took the car to an excellent auto service and the vehicle was driven by the shop's ASE Master Technician to his home and back the next day and I quote he "noticed a hard shift at low gear between 10 and 20 mph. In conclusion Mr. Rogers with all your respect, by now I am really disappointed and really pissed off about this situation. I will be expecting a prompt response from you or anyone with the authority to finally put an end resolution. The reason I have been patient is because I really like the style, comfort and performance of my Cadillac Escalade and can't wait to get in the near future the new model. Thank you again, sincerely Javier Riera

JAVIRIERA123 responded

Mr Rogers: Thank you for reaching out to me. First of all I LOVE my Escalade, but for more than two years I have been taking the vehicle for service and since then I been asking to check a hard shift in low gear that happens at low mph, either accelerating or breaking. Problem doesn't happens all the time, it happens at a specific acceleration or deceleration. Every time the supposedely "REPAIRS" have been different every time: - case extension and gasket replacement - electronic module control replacement - performed transmission fluid flush, power flush transm assembly - searched SI bulletin # 16-NA-019, performed fast learn procedure - customer concern can not be duplicated In September, I insisted that Mr.Fede Arudhome (Service Manager) would drive the vehicle with me and found that the transmission indeed had the shifting problem and he authorized a new transmission replacement. To my surprise, it was not a new transmission, but a remanufactured transmission ( if that really happened??). As of today the problem continuous and sometimes its worse than before. On October 22 I took the car to an excellent auto service and the vehicle was driven by the shop's ASE Master Technician to his home and back the next day and I quote he "noticed a hard shift at low gear between 10 and 20 mph. In conclusion Mr. Rogers with all your respect, by now I am really disappointed and really pissed off about this situation. I will be expecting a prompt response from you or anyone with the authority to finally put an end resolution. The reason I have been patient is because I really like the style, comfort and performance of my Cadillac Escalade and can't wait to get in the near future the new model. Thank you again, sincerely Javier Riera