Cadillac Escalade: Customer Satisfaction Procedure (U.S. and Canada) - Customer Information - Customer Information - Cadillac Escalade Owner's ManualCadillac Escalade: Customer Satisfaction Procedure (U.S. and Canada)

Your satisfaction and goodwill are important to your dealer and to Cadillac. Normally, any concerns with the sales transaction or the operation of the vehicle will be resolved by your dealer's sales or service departments. Sometimes, however, despite the best intentions of all concerned, misunderstandings can occur. If your concern has not been resolved to your satisfaction, the following steps should be taken:

STEP ONE: Discuss your concern with a member of dealership management. Normally, concerns can be quickly resolved at that level. If the matter has already been reviewed with the sales, service or parts manager, contact the owner of your dealership or the general manager.

STEP TWO: If after contacting a member of dealership management, it appears your concern cannot be resolved by your dealership without further help, in the U.S., call the Cadillac Customer Assistance Center at 1-800-458-8006. In Canada, call the Canadian Cadillac Customer Care Centre at 1-888-446-2000.

We encourage you to call the toll-free number in order to give your inquiry prompt attention. Have the following information available to give the Customer Assistance representative:

  • Vehicle Identification Number (VIN). This is available from the vehicle registration or title, or the plate at the top left of the instrument panel and visible through the windshield.
  • Dealership name and location.
  • Vehicle delivery date and present mileage.

When contacting Cadillac, remember that your concern will likely be resolved at a dealer's facility. That is why we suggest following Step One first.

STEP THREE — U.S. Owners: Both General Motors and your dealer are committed to making sure you are completely satisfied with the new vehicle. However, if you continue to remain unsatisfied after following the procedure outlined in Steps One and Two, you can file with the Better Business Bureau (BBB) Auto Line® Program to enforce your rights.

The BBB Auto Line Program is an out-of-court program administered by the Council of Better Business Bureaus to settle automotive disputes regarding vehicle repairs or the interpretation of the New Vehicle Limited Warranty. Although you may be required to resort to this informal dispute resolution program prior to filing a court action, use of the program is free of charge and your case will generally be heard within 40 days. If you do not agree with the decision given in your case, you may reject it and proceed with any other venue for relief available to you.

You may contact the BBB Auto Line Program using the toll-free telephone number or write them at the following address:

BBB Auto Line Program
Council of Better Business
Bureaus, Inc.
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203-1838

Telephone: 1-800-955-5100 www.dr.bbb.org/goauto

This program is available in all 50 states and the District of Columbia. Eligibility is limited by vehicle age, mileage, and other factors. General Motors reserves the right to change eligibility limitations and/or discontinue its participation in this program.

STEP THREE — Canadian Owners: In the event that you do not feel your concerns have been addressed after following the procedure outlined in Steps One and Two, General Motors of Canada Limited wants you to be aware of its participation in a no-charge mediation/arbitration program. General Motors of Canada Limited has committed to binding arbitration of owner disputes involving factory-related vehicle service claims. The program provides for the review of the facts involved by an impartial third party arbiter, and may include an informal hearing before the arbiter. The program is designed so that the entire dispute settlement process, from the time you file your complaint to the final decision, should be completed in approximately 70 days. We believe our impartial program offers advantages over courts in most jurisdictions because it is informal, quick, and free of charge.

For further information concerning eligibility in the Canadian Motor Vehicle Arbitration Plan (CAMVAP), call toll-free 1-800-207-0685, or call the General Motors Customer Care Centre, 1-800-263-3777 (English), 1-800-263-7854 (French), or write to:

Mediation/Arbitration Program c/o Customer Care Centre General Motors of Canada Limited Mail Code: CA1-163-005 1908 Colonel Sam Drive Oshawa, Ontario L1H 8P7

The inquiry should be accompanied by the Vehicle Identification Number (VIN).

    Customer Satisfaction Procedure (Mexico)
    Did you get the Warranty Extension Plan? This plan is recommended by General Motors to supplement the warranty included with the new vehicle purchase. See your dealer for details. Customer Assist ...

    See also:

    Cleaning the Video Screens
    The video display screens are made of a specially coated glass and can be scratched or damaged by abrasive products, solvents, or ammonia-based window cleaners. Clean with a soft, lint-free, cotton ...

    Distance control assist operation
    Always pay attention to the operation of the vehicle and be ready to manually decelerate to maintain the proper following distance. The Distance Control Assist (DCA) system may not be able t ...

    Vehicle Load Limits
    It is very important to know how much weight your vehicle can carry. This weight is called the vehicle capacity weight and includes the weight of all occupants, cargo, and all nonfactory-installed ...