Kenrose Pruden

I have waited for many months before posting my service department and GM Canada review. Starting on January 30, 2023, with only 17,588 km, my 2020 Cadillac XT4 required over 21 parts to rebuild the transm department and GM Canada review. Starting on January 30, 2023, with only 17,588 km, my 2020 Cadillac XT4 required over 21 parts to rebuild the transmission. I had mentioned the issue at least 2 other times and was given possible reasons for the symptoms without anyone even checking the vehicle. The 3rd time I brought it in for an oil change, I made someone listen to me and write it down on the work order. On May 16, 2023, almost 4 months later, my vehicle was repaired and returned to me. However, the gas tank was so low that an image of a large gas pump showed up on my dash. I was afraid to run out of gas before getting to a station. The assistant service manager, KenRose Pruden, refused to put $5 of gas in my tank, and instead, she offered a $250 GM gift card. I needed gas, not a gift card. I was not happy. While still under warranty, I needed to bring in my XT4 three times because I had no heat in the freezing winter. The coolant level was always found to be good - codes P0128 and P01F0, 60C, colder than spec 80C. " The Engine Collant Flow Valve was replaced (Jan 4/24, Jan 24/24, March 5/24). The three times it failed were all under warranty. The problem only happened when it was extremely cold. What was the cause, you ask? The Tech entered, "Cause not defined." My XT4 was in their Service department for a combined 14 days for these 3 repairs. Outside of warranty, the same lack of heat during the Alberta winter occurred Jan 6/25, Feb 4/25, Feb 29/25. As per their work order, the engine temperature was 50C, never higher than 60C. Once again, after 3 more times in the service department, and after calling in an engineer from GM Canada, the cause was still not defined (combined total of 31 days in service). To their credit, when I built a case as to why I should not pay for the same problem that was happening under warranty, the repairs and rental vehicles were all compted. GM Canada wanted to close my file, but I insisted on a final and permanent resolution. I requested either my car be repurchased at a fair market value or a 3 year extended warranty. GM did agree to a 2 year or 24,000 km extended warranty. However, the warranty was to be connected to me and not the actual vehicle that had the ongoing, unresolved problem. That was their final and only offer. I countered with the extended warranty being connected to my XT4 and stated that without this change, I would be selling a vehicle with a known problem that even GM didn't know how to determine the cause and provide a permanent repair. GM Canada abruptly ended communication when I would not accept the offer of a warranty that did not transfer to a new owner. I now need to go through CAMVAP and binding arbitration. What a disappointment in Cadillac Canada's customer service and the lack of standing behind their product, especially when their own technicians and engineers can not determine the cause of an ongoing problem that happens in the winter. The lack of heat during the winter started after the 2023 transmission rebuild. Also, not once in all the times that I had been to Don Wheaton's service department, with an ongoing issue, did the service manager or the assistant service manager, Kenrose, introduce herself to me. From Gord, the sales person at Wolfe Cadillac to Kenrose Pruden, the assistant service manager at Don Wheaton to GM Cadillac Customer Care, my expectation of Cadillac and GM caring about customer service and making things right, is gone. My father drove Cadillacs for many years, and I purchased mine because of his comments regarding the service he always received. I will never purchase a Cadillac again. My next vehicle will be a Lexus RX350h. More

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