Unfortunately Gregory W., based on experiences with other GM, Cadillac, and dealership representatives, in private, up to this point; when it is clear that something sincere, substantively measurable, and in the customers best interest is realistically demonstrated versus what seems to be Corporate denial, stalling tactics, and insincere efforts to at the very minimum admit and accept that there is a problem a paying customer has honestly presented, I choose to give full disclosure. There may be others who are experiencing the same or similar problems who will have reference information upon which they can relate to, come forth and share information that may be useful. With all due respect, however, all I have ever gotten from GM and Cadillac Customer Assistance Center is first names, privately, while they have in turn received ALL of my personal information! The following should be enough detail to work with, if you are, in fact, sincere: 5/29/13 – Customer purchased 2013 Cadillac ATS with 179 miles at purchase from Thompson Buick GMC Cadillac, Raleigh, NC 11/2/13 – Customer reported smelling exhaust fumes inside new ATS inside vehicle and rough idling 16,448 miles upon taking into Thompson Buick GMC Cadillac. Thompson performed recall repair and advised that fault possibly corrected with reprogramming per recall 13198 and that current operation is correct. Problem not corrected. 11/16/13 – Customer reported smelling exhaust in ATS 17,876 miles upon taking into Thompson Buick GMC Cadillac. Thompson advised that check over complete and that all exhaust part stickers, were removed, and checks for exhaust leakage. Problem not corrected. 12/9/13 – Customer reported alarm horn kept coming on every two minutes for up to 10 times in a row 12/8/13 starting on/about 11 PM. Customer kept turning alarm off with Key fob; afterward disconnected battery in truck of ATS. Could not reopen trunk of ATS to reconnect battery. Thompson Buick GMC Cadillac could not tell customer how to manually get into trunk. Customer called GM Road Side Assistance, ATS was towed to Thompson Service and Key fob was replaced and reprogrammed, battery was charged and customer had to seek transportation to Raleigh from Durham home to pick up ATS. Thompson did not offer transportation to customer. Customer also reported that recurring problem of exhaust fumes coming through vent continued no matter what settings on recirculation system. Shop foreman drove vehicle and noted no exhaust smells inside of vehicle. 19,880 miles upon ATS being towed to Raleigh 12/8/13. 12/11/13 – Customer wrote letter to , Sales Manager at Thompson Buick GMC Cadillac and copied , Service, Thompson Buick GMC Cadillac; , Sales, Thompson Buick GMC Cadillac; Cadillac Customer Assistance Center; General Motors LLC; and U.S. Environmental Protection Agency, Certification and Compliance Division. The letter expressed Customer’s disappointment in seemingly passive aggressive acknowledgement by Thompson Buick GMC Cadillac, GM, and Cadillac Customer Service Assistance Center representatives of the problem repeatedly reported about exhaust fumes that continued to enter cabin of new ATS. 12/23/13 – Customer reported continuation of exhaust fumes coming into new ATS cabin 21,472 upon taking to Thompson Buick GMC Cadillac. Thompson Service checked operation of HVAC system for diagnostic trouble codes and found no codes. Service also checked operation of HVAC doors and advised that system was operating to factory specifications at time of inspection. Car air filter per manufacturer recommendation reference case #71-1255661155 was replaced. Problem not corrected. 12/26/13 – Customer filed Better Business Bureau (BBB) Auto Line online complaint # CAD1333561. 01/08/14 – Customer filed written complaint with letter to BBB Auto Line, 3033 Wilson Boulevard, Suite 600, Arlington, VA 22201-9854 using BBB Auto Line Customer Claim Form in response to December 27, 2013 letter re: CAD1333561 Forte vs Cadillac Motor Division from . Letter was copied to , Sales Manager, Thompson Buick GMC Cadillac; , Salesman, Thompson Buick GMC Cadillac, who sold Customer new ATS; Cadillac Corporate Office, General Motors Chairman & CEO; U.S. Environmental Protection Agency, Certification and Compliance Division; and Consumer Protection, State of North Carolina Attorney General’s Office. Thompson Buick GMC Cadillac Service representative recommended Customer take new ATS to another GM dealership to get a second opinion. A number of Cadillac Customer Assistance Center and GM representatives called Customer via phone and repeatedly and repetitiously questioned Customer to provide information about exhaust fume complaint resulting in recommendation to take new ATS to another GM dealership for second opinion. 1/10/14 – Customer reported a strong smell of exhaust fumes in cabin of ATS while operating vehicle 22,957 miles upon taking into Hendrick Durham Auto Mall. in Hendrick Service specified exhaust leak at seam of resonator and where pipe goes into muffler. Checked recirc. operation O.K.; check DR. and hood seals O.K.; checked for any oil or fluid leaks none. Bulletin and PI sear CH revealed nothing for this. Checked over exhaust leak in R.H. side of resonator and where pipe goes into muffler. Ordered exhaust and seal needed for replacement of EXH. Lansing, MI. NOTE: Recirc. is primarily for initial warm up or cooling DO WN of cabin first few minutes of operation. Using outside AIR will also help alleviate EXH. ODOR until EXH. Is replaced. Problem not corrected. 1/20/14 – Customer upon taking new ATS 23,655 miles to Hendrick Durham Auto Mall, Tech 7206 found the resonator had a pin hole and front side of muffler had a leak also not the weep hole, replaced exhaust (muffler, gasket, core return). Hendrick Durham Auto Mall provided complimentary car wash and rental car. 1/21/14 – Customer received BBB Auto Line correspondence re: CAD1333561 Forte vs Cadillac Motor Division 1G6AA5RA4DO113131. Brochure providing information on How BBB Auto Line Works and rules that are followed in arbitration. 1/28/14 – Customer reported that there is still a strong exhaust smell while driving in traffic upon taking new ATS 24,446 miles to Hendrick Durham Auto Mall. Hendrick Service applied deodorizer to evaporator. Called TAC CASE f#71-1268237838. Know cases reported of this condition. Know leaks found to cause smell. Recommendation is to not run in recirc. unless cooling down interior or hot days for initial cool down only. Fresh air position will allow cabin filter to do its job. Recirc. will keep recirculating stagnant air. M.AO. 2455 #6045. Hendrick Durham Auto Mall provided rental car. 2/06/14 & 2/07/14 – , General Motors Business Resources Center Alternative Dispute Resolution Department in response to CAD1333561 Forte vs Cadillac Motor Division 1G6AA5RA4D0113131 from , BBB Auto Line. wanted to discuss case and communicated not having reviewed contents of case file he received from . Customer was told by that he represented customer. Customer asked who he worked for; said GM. Customer asked how he could discuss case without having read information provided to him . Customer asked Richard what was it that he was proposing to resolve exhaust fume problem. ’s response was to continue what had already taken place in several previous good faith attempts with Thompson Buick GMC Cadillac and Hendrick Durham Auto Mall. Customer became frustrated and discontinued communication with because of what appeared to be continued insincere efforts to realistically resolve problem. 2/7/14 – Customer communicated with , BBB Auto Line concerning discussion with , General Motors Business Resources Center Alternative Dispute Resolution Department re: CAD1333561 Forte vs Cadillac Motor Division 1G6AA5RA4D0113131. Customer was concerned that Ms. wanted Customer to arbitrate with , seemingly inconsistent with BBB Auto Line information earlier received on How BBB Auto Line Works and rules that are followed in arbitration. Customer asked Ms. how would Richard be able to reasonably discuss and arbitrate complaint without having reviewed case information and having updates on Hendrick Durham Auto Mall repair attempts. Ms. was adamant that arbitration process begin immediately with in spite of Customer concerns and not providing reasonable responses to customer’s questions. The discussion became heated and resulted in termination of BBB Auto Line claim # CAD1333561. 1/10/2014 – Customer received BBB Auto Line letter from , copied to closing Customer’s case. 3/18/2014 – Customer scheduled appointment with Hendrick Durham Auto Mall for Monday, 3/24/2014 concerning continuing to smell exhaust fumes in cabin of new 2013 Cadillac ATS. NOTE: In spite of efforts by Thompson Buick GMC Cadillac and Hendrick Durham Auto Mall to address Customer’s complaint of exhaust fumes continuing to enter cabin of new 2013 Cadillac ATS, Customer recognizes what he believes GM, Cadillac and dealership representatives may want to consider that air monitoring is hit or miss. The individuals who the complaint has and continues to be reported to do not drive my ATS day to day, with consistency. Their monitoring and tests are “only” during the brief times the ATS is taken to them concerning Customer’s complaints, and not during daily use by Customer. For example, Customer backed out of garage one morning and strong exhaust fumes entered vehicle. Customer drove 16 miles to primary care physician’s office in Chapel Hill from residence in Durham and no exhaust fumes were experienced. Upon customer driving back home on same day, exhaust fumes were experienced. Prime example of hit or miss. Customer is not an engineer and has been patient, due diligent in reporting a problem that would concern any reasonable customer, and results have been consistently inconclusive with problem not solved. Question: “Is it reasonable and acceptable for exhaust fumes to continually enter the driver and passenger cabin of a new 2013 Cadillac ATS? I have driven my spouse’s 2012 Cadillac SRX; our 2005 Jeep Grand Cherokee; rental cars; have been a passenger in friends and colleagues vehicles and have not experienced exhaust fumes entering into the driver and passenger cabins of any of these vehicles. It is my candid belief, as a reasonable, paying GM customer that GM and Thompson Buick GMC Cadillac would consider it their reasonable and fiduciary consideration to replace the 2013 Cadillac ATS VIN # 1G6AA5RA4D0113131, purchased from Thompson May 29, 2013, particularly if problem continues, ensues, and is not corrected after next service visit to Hendrick Durham Auto Mall 3/24/2014. It would appear, and hopefully this will not be the case, that the only alternative will be to go public and pursue all legal resolutions with the filing of North Carolina Lemon Law complaint with the State of North Carolina Attorney General’s Office pursuant to the New Motor Vehicles Warranties Act (N.C.G.S. 20—351).
Posted on: Tue, 18 Mar 2014 21:39:26 +0000
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