On Jan. 24, 2012 my father-in-law who is a disabled senior drove his 1998 Cadillac Deville to Sullivan Cadillac in Ocala, Florida for repair. The problem was that the car would not start just by turning the key. You had to put the ignition on and wait 30 seconds for the dash cluster to come on then the car would start. Cadillac's "advisor" Rick Garbig diagnosed the problem as a
security issue. Estimated around $520 for repair and the issue would be fixed. Cadillac replaces the ignition switch, cylinder and cut new keys with the security pellet in the key. My
father-in-law was told this would correct the starting problem as well as the dash cluster problem. After the repair work was done Cadillac’s advisor Rick Garbig realized that the repairs in fact did not correct the dash cluster issue but the car would start. Cadillac removed the ignition switch and put the old one back in. My father-in-law expresses that he wants to see the old parts after repairs are done at this point. Advisor Rick Garbig says “ok”. Cadillac now claims that the problem is in the ECM (Engine Control Module) the cars computer. They hit my father-in-law with another $422.00 bringing the total to a little over $1,000 with tax. After installing the ECM the problem was still not corrected and the car is back to its original state with not starting when you turn the key. My father-in-law now once again has to wait 30 seconds for the dash lights to come on before the car will start. NOTE: This was the original problem. Now Cadillac tells my father-in-law it may be the BCM (Body Control Module) and wants to charge him an additional $993.00 on top of the $1,000. My father-in-law at this point refuses and demands to see the old parts including the ECM. The advisor Rick Garbig says "We do not have your old parts". My father-in-law expresses that he feels he has been ripped off and taken advantage of so the manager Victor Haddad gets involved. My father-in-law demands that the new ECM be taken out and replaced with his old one and manager Victor Haddad says "sorry we do not have your old parts". So did they actually replace it? Victor Haddad recognizes that Cadillac has made a huge error and offers $100.00 rebate to my father-in-law. My father-in-law exhausted takes the $100.00 rebate pays with his visa and leaves. Jan. 25, 2012 my father-in-law returns to Cadillac to request a full refund because the car is in the exact state as it was when the car was originally dropped off to Cadillac. Advisor Rick Garbig refuses the refund and says he will re-diagnose the car. Diagnostics are as follows: Car will start and stall. Key has to be on for 30 seconds then car will start. Cluster still has a delay when coming on (original problem). ECM not communicating with BCM. NOTE: ECM was already replaced. No communication, yet this wasn’t in the first diagnostic report. At this point advisor Rick Garbig says to my father-in-law we have a diagnostic tree we follow and replace parts according to that. In other words, process of elimination. Cadillac led my father-in-law to believe the parts he was being charged for would correct the problem. Advisor Rick Garbig's exact words were "both the tech and myself (meaning the advisor) agree that replacing the ECM will correct most if not all of your issues. This statement was very misleading to my father-in-law who is on a limited budget as is most of America. My father-in-law was refused the old parts and denied any refund. Tell me if this were your disabled grandfather, how would you feel? Cadillac has purposely and very openly ripped off a disabled senior and will not offer any compensation. By refusing to show my father-in-law the old parts Cadillac is violating his rights as a consumer. I have read numerous stories involving this same issue and the issue of Cadillac ripping off other consumers. When will it stop and Cadillac (GM) be held accountable for their actions? As my father-in-law is walking out of the service center he is approached by a salesman who says "I have this car over here for sale with very few problems I can make you a good deal on that” as if to mach my father-in-law and kick him when he is down. This was done in very poor taste if you ask me. Please read this and avoid the service center! I promise you that you will be sorry.
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