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Cadillac SRX reliability, maintenance and quality



  • GM could careless about making things right !!! The Customer & Relationship Services specialists are the rudest people I've ever encounterd,,, I call them the Co$tomer $ervice$ [non-permissible content removed]hole$,,, they don't care if you ever buy a GM car again, because they know our tax dollars will bail them out of the red !!!!
  • Amen !!!!!!!!!!
  • gmcustsvcgmcustsvc Posts: 4,252

    Did you ever have a case with Customer Assistance? Do you have a case number? I would be happy to look into this for you if you could send me the case number by email. Thank you in advance.

    Tricia, GM Customer Service.
  • paulscaddypaulscaddy Posts: 1
    I have jsut completed my 1st 1000 miles in my new Cadillac SRX and find it a) Underpowered and b) around town getting 14 MPG and Highway 16MPG and am being told by the Cadillac service dept that this is normal!

    Anyone else having a similar experience?
  • ericzoomericzoom Posts: 213
    edited May 2011
    I definitely agree with it being underpowered. My 08' SRX had better pickup than my 11'.
    I get about 17-18 combined on my SRX, which is no surprise considering the engine. They seemed to have traded slightly better FE for less power on this vehicle. I'm also not fond of the ATX gear hunting when accelerating.
    Considering the unbelievably low price I paid for my SRX, I can definitely overlook these minor annoyances.
  • pcarlsonpcarlson Posts: 4
    By far the worst vehicle I have ever owned. Since purchased the following has been replaced:

    Starter, seat heater elements, airbags, rear door latch, cam position sensors, coil, transmission cooler lines, transmission cooler, transmission lines, the transmission itself, power steering hose, transfer case seal, front axle seals, rear axle seals, differential seals, mirror dimming fluid seals, catalytic converter x 2, shift kit, valve cover gaskets, timing chain cover gaskets.

    2 1/2 weeks, less than 500 miles after the the timing chain / valve cover and differential gaskets are replaced, the engine seizes up on the highway. Our warranty expired (by time not mileage) 2 week before the engine seized. Contacted GM "goodwill" customer service and after 2 weeks was basically told to take a hike. We had 89,000 miles on the car.

    To top it all off the engine for this car was specific to the year. Even a used engine
    is 3 times the price of the newer 3.6 liter engines. IE: $2250.00 for a used 04 engine with 70K miles VS $1900.00 for a new factory wrapped engine for the 05,06,07,08 and 09 model.

    Although I have always been a GM fan like my father before me, they are not the company they used to be. I will NEVER purchase another GM product and strongly suggest that you don't either.
  • gmcustsvcgmcustsvc Posts: 4,252
    I apologize for your frustration. Can you please send me your case number and VIN? I would like to look into this further. Have a great weekend!
    GM Customer Service
  • cvtdivacvtdiva Posts: 1
    I am there with you. I bought this car used with about 60,000 miles. I know it's always risky to buy a used vehicle. The money I have put out for this car has been ridiculous. So far I have replaced the water pump, 1 catalytic converter, the steering fluid pump, the transmission AND within 3 weeks of replacing the transmission, I have had the oxygen sensors replaced. After having that done, it's doing the same thing with the 'chugging' with deceleration. That is what prompted me to think it was a transmission problem. Apparently all was good to go. Home and drove about 28 miles, now it's doing the same thing. I'm tired of this money pit! I will never buy another Cadillac or GM product again. It just isn't the same when I see my Dad's old 89 S10 STILL bombing around. I would rather eat than put anymore money into this piece of scrap metal. Of course, the guys at the Chevy dealership where I ended up being towed when the transmission died have been ever helpful, but of course that costs you.
  • gmcustsvcgmcustsvc Posts: 4,252

    I apologize for the problems you are experiencing with your vehicle. Have you been in contact with GM Customer Assistance? Were you planning on taking the vehicle back to the dealership?

    Thank you,
    Caron, GM Customer Service
  • ldonnerldonner Posts: 4
    I have had all of the same problems, except I have replaced 2 catalytic converters. The 'chugging' with deceleration seems to be getting worse and more consistent, but the dealership couldn't tell me what was wrong. We replaced the O2 sensors, and nothing was resolved. We have always owned GM vehicles, but at this point I have lost complete faith. Another forum member said that a customer service rep will contact you and offer you $1500 toward another GM vehicle, but after all of the money we have invested in trying to fix this really doesn't account for anything.
  • pcarlsonpcarlson Posts: 4
    We finally contacted our states attorney generals office and they wrote a letter to GM. GM's legal dept contacted us to let us know they would not assist us in any way.

    Even though nearly every system failed , every seal leaked, and the engine and transmission having to be replaced within 40k miles. They wouldn't even compromise with us on the price of a rebuilt long block they have in stock.

    They did offer us a a $1000.00 ~LOL~ "customer loyalty" certificate

    Such a total piece of junk, you wouldn't think it possible. Bailing them out with tax payer money was a huge mistake, it would have been better all around to let them go under. It was their GMAC mortgage company that was "bailed out" with taxpayer money anyway.

    Even though over 13k in repairs to the vehicle were done before the engine seized up, we gave up and decided not to repair the car. I am having it towed to a high traffic area with a big "Another GM Lemon" billboard. Wouldn't trust letting my family ride in the hunk of junk again anyway.

    Never been a vengeful person but goal is to cost GM more $$ in loss of customers than they cost us with their pitiful excuse of an automobile. Heading to the Ford dealership next week to buy something that has a proven track record and decent customer service.
  • pcarlsonpcarlson Posts: 4
    We purchased our used 04 Srx at 45k miles and the engine seized at 89k. It was always driven carefully and maintained responsibly.

    During the time of our 44k miles we had to replace...the starter, seat heater elements,rear door latch, cam position sensors, coil, transmission cooler lines, transmission cooler, transmission lines, the transmission itself, power steering hose, transfer case seal, front axle seals, rear axle seals, front and back differential seals, mirror dimming fluid seals, catalytic converter x 2, shift kit, valve cover gaskets, timing chain cover gaskets.

    2 1/2 weeks, less than 500 miles after the the timing chain / valve cover and differential gaskets are replaced, we are driving down the highway and the ?airbag light? comes on. Then the engine light came on and the engine seizes up immediately.

    Worse than ZERO customer service, they don't care at all. Do yourself a favor and stay as far away from GM products as you can.
  • badcaddy2badcaddy2 Posts: 2
    We bought a low mileage 2007 SRX from Carmax. After driving it for awhile, we noticed that when accelerating from a coast you get a severe backlash jolt. You can avoid it by accelerating very carefully but it is very disconcerting during normal driving. After two trips to the dealer (still under factory warranty) I am told that GM says this is normal with all wheel drive vehicles and they will do nothing about it. Huh! Not normal with any other all wheel drive I've driven. Any others experience this?
  • gmcustsvcgmcustsvc Posts: 4,252
    I apologize for your frustrations. Have you taken a ride with the service technician so they know what you are experiencing? If you are unhappy with the 1st dealers conclusion, I would recommend getting a second opinion. Please keep me updated as to your situation.
    GM Customer Service
  • badcaddy2badcaddy2 Posts: 2
    The head of their transmission shop rode with me and agreed it was a problem. Several days later the service rep called me and told me that GM told the dealer that nothing could be done about it. Who do you recommend I get a second opinion from? The dealer in question is Tom Peacock Cadillac, Houston.
  • gmcustsvcgmcustsvc Posts: 4,252
    I would like to work with you more; however, I will need more personal information. Can you please email me your VIN, along with your full contact information? I look forward to your email.
    GM Customer Service
  • joeday22joeday22 Posts: 1
    The AC on my 2011 SRX Luxury model quit when temp got above 95 F. Dealer told me it needs new AC system. It is currently in the shop getting fixed. The dealer is having a problem getting the parts. One mechanic informed me that this dealership has had about 5 cars with similar problems. Nationwide that could mean 1000s of SRXs with faulty AC systems. I bought my SRX in November 2010, It has 13,000 miles on it.

    I am also having a problem with my nav system. The onboard system & On-Star sometimes do not agree. The On-Star rep told me to take it to the dealership for updating.

    My cell phone and the hands free system will not stay in sync.

    The dealership gave me a 2011 DTS to use at no cost & appears to be trying to fix my SRX right.

    Otherwise I like my SRX. It's not overpowered, but power is OK. Gas mileage is as advertised. My average is 21.3 MPG. It's fun to drive and comfortable on long trips. It's also looks good.

    Has anyone else experienced these problems?
  • The AC on my 2011 SRX (9,476 miles) Luxury model also quits when the temp gets above the 90's F. We took it to a dealer but he could not find anything wrong. Based on a previous post it appears that other SRX are having similar problems. Why does GM not have a recall?
  • gmcustsvcgmcustsvc Posts: 4,252

    I apologize for the problems you are experiencing with your new vehicle. Could you please email me your VIN? I would like to look further into your situation.

    You can get my email by clicking on gmcustsvc.

    Thank you,
    Caron, GM Customer Service
  • I'm a 63 year old grandma. Growing up, my father always bought Cads. I've owned 5, always happy and driving each of them at least 150K miles. I now own a 2004 SRX. I've had nothing but problems, from the check engine light on most of the time to having to replace the transfer case because if I stepped on the accelerater at all taking off it would "clunk". Now I've taken it to 4 mechanics including the Cad dealer in Santa Barbara, they all differ in their opinion of the problem. All I know is that I've spent over $5,000 in the last 6 months in repairs and it's worse than ever! The speedometer says 45 mph when I'm going 60, the electrical stuff has a mind of it's own, it shifts constantly even when it's in the driver shift mode, cruise control will jump 10 miles per hour. Just writing this makes me angry! I've owned my last Caddy. Am thinking Ford next.
  • gmcustsvcgmcustsvc Posts: 4,252

    I apologize for the problems you are experiencing with your vehicle. Could you please email me your VIN? I would like to look further into your situation.

    You can get my email by clicking on gmcustsvc.

    Thank you,
    Caron, GM Customer Service
  • I have a new 2011 SRX4 with the same problem. Overall I have been very happy with the car, but I noticed the jerky transmission immediatly after it was purchased. I discussed it with the cadillac service department at the first oil change and bought their explanation that it was just the way the all wheel drive transmission shifts. It is so bad sometimes that I find it embarrasing when it happens with others in the car - especially those who thought buying american was a strategic error. As you say, accelerating carefully reduces the problem, and I have begun to do it by habit, but it sure ruins the 'driving experience'
  • ericzoomericzoom Posts: 213
    My 11' SRX does the same thing with the ATX. I also told the dealer about it at my oil change, and they reflashed the computer with a new update for the tranny. Although not as jerky as before, it's still seems to be there. My Mazda6s does the same thing, so i'm used to dealing with it. Like you said just accelerate a little more carefully, and it will become like second nature.
  • thewizthewiz Posts: 2
    edited September 2011
    Except for the Service Manager at my dealership, nobody seems to think that 43 issues in 2 years is out of the ordinary, including Cadillac Customer Service.

    This is my first (and last) Cadillac.

    I do hope this is not an example of Cadillac Excellence... As I am not impressed!

    Here are the things I went to the shop for:

    1. NAV wont’ turn off (Blue Screen). (Not Fixed :: it is just that way)
    2. Mirror Flawed. (Replaced)
    3. Transmission Erratic Shift. (Not Fixed :: Normal - use "Manual" shift when in cruise)
    4. Doors Drop 1/4 inch. (Repaired)
    5. Water Drips Drivers Side. (Repaired – See Heater Issue)
    6. Chrome flaking on Drivers Door Handle cuts finger. (Replaced)
    7. Garage Door opener fail. (Replaced)
    8. Heater stopped working. (3 Dealer Visits to Repair – Sensor Fail from prior repair)
    9. Vent Knob, Center Vent fail. (Replaced)
    10. Rear Wiper Washer fail. (Replaced)
    11. Rattle above head – dealership lubricated sunroof rails. ((This was actually fixed when the sunroof shade broke 2 year later.))
    12. Remote Start/Lock fail. (Replaced – took 2 Shop Visits)
    13. Rear Overhead AC Control mounts fail. (Adjusted)
    14. Rear Side Window loose. (Repaired)
    15. Rear window Washer Fail (2nd Time) (Replaced)
    16. Passenger Air Vent knob Fail. (Replaced)
    17. Timing Chain out 28k miles. (Replaced)
    18. Exterior Trim above Windshield Fail (Replaced)
    19. Drivers Lumbar fail. (Repaired)
    20. Exterior Trim Above Windshield Fail. (2nd time) (Replaced)
    21. Drivers Lumbar Fail. (2nd Time- 10 days after repair) (Repaired)
    22. Ignition Key Fail. (Repaired – Key Bent)
    23. NAV Screen Flicker. (never fixed, still does it)
    24. Acceleration Noise : Heat Shield Fail. (Repaired)
    25. Oil Change Monitor Re-Program
    26. SunRoof – Metal on Metal Grinding : Broken Tab. (Replaced)
    27. SunRoof – weather seal Fail. (Replaced)
    28. Exterior Trim above Windshield Fail again (3rd Time) (Replaced)
    29. Rear View Mirror Mount Fail. (Repaired)
    30. Roof Trim Passenger Side Fail. (Repaired)
    31. Drivers Side Vent Knob Fail. (Replaced)
    32. Drivers Side Interior Door Handle, Chrome Fail. (2nd time) (Replaced)
    33. Rear Seat Belt Tension unit making noise. (Tightened)
    34. Exterior Trim Above Windshield came off. (4rd time) (Replaced)
    35. Exterior Trim above Windshield broke again at 2 weeks from repair – this time, left it in place and sealed the crack, as crack is dead center and straight. (5th Time) (Repaired)
    36. Entertainment System Headset Fail. (Replaced)
    37. Exterior Roof Trim, Passenger Side Fail (2nd Time) (Repaired)
    38. Parking Lamp Fail // Headlamp Clear-coat finish fail- Drivers Side. (Replaced)
    39. Sunroof Shade – Total Frame Fail. (Replaced) (This also fixed the tapping noise)
    40. Drivers Lumbar fail. (3rd Time) (Repaired)
    41. AC Evap Drain Fail :: Dumps into Passenger Floor, Soaked Carpet and Dash insulation. (Repaired) (Cleaned and Treated Carpets for mold)
    42. Replaced Passenger Side Headlamp Assembly, to match Drivers Side (indications of premature clear coat fail and HID color variance.)
    43. Upper Glove Box Door Fail. (Replaced)

    It now has almost 50k miles - - - I feel sorry for the guy that buys this unit off of the used car lot. (I'll be trading it in after the warenty runs out, and I have to start paying for repairs.)
  • dlcole76054dlcole76054 Posts: 21
    edited October 2011
    Thanks for all the information. You just confirmed why I am going to buy a new Lexus and completely forget about any GM products...they just don't hold up. I had a 2003 Chev 2500HD that was in the shop more than any vehicle I have ever owned...all the while, my SO's 2003 Highlander (that's a Toyota for those who are clueless) had nothing done to it but scheduled maintenance. Period.

    I rest my case. Replace your SRX with a Lexus RX 350. We love our 2011 Rx.
  • thewizthewiz Posts: 2
    edited October 2011

    My wife has a 2004 Volvo that has never been in the shop for anything other then standard routine maintenance items like Oil Changes. I am seriously considering trading my SRX in on a 2012 Volvo CX90.

    An up-date since my original post of 43 items... My SRX has been in the shop for 3 more things... making a total of 46 Items.

    44. Overhead 2nd row Light/AC Control falls. (Replaced.)

    45. Roof Trim, Passenger Side, Fail “Broke” (3nd Time) (Replaced)

    46. Steering Wheel Heater Element fail. (Replaced Steering Wheel)

    The only thing about Cadillac I have found to be worse then then my SRX, is the Customer Service Department. I've been trying for over a month now to converse with them. But once they have your VIN and tag your car a problem car, they avoid talking to you by telling you that you can only speak with the district representative assigned to your case, and of course that person never answers the phone or returns calls.
  • Yes and burning oil too...
  • Well, I have not been so unlucky as thewhiz, but in the 10 months that I have had this car it has been in for service more times than any other car that I've owned (16 new cars since 1982).
    Every time I have it in I complain about the sunroof making a rattling noise that sounds like metal tapping metal. They have reseated the sunroof twice, "made adjustments" and so forth, but after the last "repair" on 12/9 it is rattling worse than ever.
    Other issues that I've had with this car:
    A/C would not turn off (it was 10 degrees outside). Needed a firmware update.
    Leather on drivers seat started scrunching up. Replaced the leather.
    Car acted as if it was overheating when it really wasn't. Module replaced.
    Driver side heated seat not working. "pinched wire".
    2 times for the sunroof only.
    I believe that the entire panoramic assembly needs to be replaced and so far that hasn't happened.
    Now it is time to start escalating the issue. When people get in your Cadillac they are not supposed to be asking questions about a rattling sound. :(
  • Okay, I cant hold back...This is my second SRX from the same dealer Don Massey, Denver (who has been great).bought the 2010 SRX in Aug 2009. Has been into the shop more times than I can afford to take off work. It has now taken a "Christine" route as the rear deck opens any time it wants as long as it is in park. The seat belt light wont go off even when buckled in. Cadillacs answer is that there must be fluids or something.... yeah right. Had the radiator replaced for a leak out of a hole that isnt even connected in this model. The front end rattles over bumps, one mechanic said yup, something wrong there,but since they couldnt find an issue, all of a sudden it's normal. The headlights are so dim that I had to purchase the driving light kit ($900.00) just so I could see down my side street. Answer was, this version dosent have HID, so thats all you get. Have had it in for several minor but irritating issues. I am really worried when this vehicle comes out of warranty. This is my fourth Cadillac and I know the 2010 SRX model was bound to have some bugs, but I do not like the way GM tries to mickey mouse the repairs. You have a good car...stand by it.
  • I agree with gmorgn - The low beams on our 2011 SRX are so dim that they are dangerous.
    I'm going to install brighter replacement bulbs or maybe convert them to HID. Like hell I'm going to pay dealer prices though. Looking to do it myself. Unfortunately you have to take the front bumper cover off for the HID conversion, which looks like sort of a pain.
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