What can I say about my new XT6? Truly not much since in only 5-weeks the car decided to stop dead in the middle of the highway and since then, for the past four weeks, it’s been parked in the parking lot of Roy Foss dealership in Thornhill with one exception. When it was supposedly repaired and I picked it up, in about 35 minutes, it stopped dead, again, this time at the gas station.

The main concern I have is that in both instances, the car did not slow down; it’s stopped abruptly and we were lucky that we were approaching a busy intersection with traffic slowing to a crawl. I heard a clunking sound and it simply stopped, powering off. When you are stuck in a dead car in the middle lane on one of the busiest roads on a Sunday afternoon with a terrified child in the passenger seat, what do you do? You press that OnStar button.

Upon arrival at the dealership on Monday morning, the service agent mentioned that they don’t yet know what’s wrong since the car won’t power on and that he will keep me posted. I was offered an older model XTS and was told that that’s the only car they could offer at that time. Since XT6 is a larger SUV, I asked them to let me know when another comparable SUV will be available, and after two weeks no one bothered to remember my request to even call me back.

After nearly a week, having received daily, vague updates, I’ve been told that there’s a problem with a high-speed data line and a front camera module that failed to render my few weeks old car completely useless. Asking when it will be fixed, I’ve not received a definitive answer, but more something along the lines that a part needs to be ordered and replaced sometimes next week.

I’m a few days, I got a call and a service agent mentioned that the part had been ordered and is coming from someplace in Michigan. Since we live in the greater Toronto area I was relieved and convinced that it’s being overnighted to be here the next morning. Boy, was I wrong again?

The second week went by and I was growing impatient as I did not have a car I was paying for and while the replacement vehicle had the same functionality, including four wheels, in terms of features it was far from my original choice. On top of it, I got a 7-seater for a reason, and being forced to ride a 5-seater was a major inconvenience.

After nearly two weeks. I’ve decided to escalate it to Cadillac’s customer service. Prior to calling them, I’ve placed another call into Roy Foss and this time expressed my displeasure with the way my issue was handled. The lady on the phone was nice and reassured me that she will speak with the service agent who was supposed to call me back the same day. To my surprise, no one called me back. Having called Cadillac Canada, I was told that they will expedite it ASAP and again, no one called me back for about 7 hours thereafter.

I’ve finally spoken with the Cadillac Canada agent the very next day and was told that they now need to connect with Roy Foss to figure out what was going on. Later that day, I received a call from Roy Foss, but not before I called them to remind them that I still have no resolution. The agent casually mentioned that the part has been ordered and should arrive “sometime next week”. When I asked if it’s being overnighted, the response was “I’m not sure and will keep you posted as soon as we get it”. In the meantime, I’ve received yet another call from Cadillac’s customer service stating that Enterprise Rent-A-Car that partners with Roy Foss will find and provide me with a comparable replacement vehicle in short order. Now, it’s Friday night and of course, I have not heard back from anyone including Enterprise and Roy Foss, I’ve not heard from them on Saturday either.

Prior to deciding to get Cadillac XT6, I was a loyal Lexus customer for nearly 20-years. Why did I decide to switch? Primarily because Lexus was falling behind in technology and the 2020 model I would get after my lease expired would not even have an Apple Car Play. I know, First World problems. In nearly 20-years I’ve not had any issues with the Lexus service. I did not have to follow up on anything and have always been treated like a valued customer.

If it were up to me, after this experience, I would give the XT6 back because every step of the way I felt like some was doing me a favour by dealing with a “lemon” car I continue paying for.

I don’t believe that I’m the only one who had a bad experience with Cadillac’s lack of responsibility and customer service. I would advise friends and family to think twice before getting a new shiny or used Caddy. Your business is valued only until you sign on the dotted line, and then, it truly feels like you are on your own.

Updates:
It's Wednesday, November 07, 2019. After 17 days picked up the car from Roy Foss as "fixed" only to experience the same exact issue whereby the vehicle stops dead in the middle of the road and feels immobilized. The car is presently at Roy Foss.

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