NHTSA Complaint #11407133 — 2012 CADILLAC SRX

NOTIFIED BY LETTER 02.24.2020 FROM CADILLAC GM,LLC OF HEADLAMP/HEADLIGHT ISSUES FOR SRXS 2011-2015. THE REPAIRS AT THE DEALERSHIP WERE CHARGED TO THE CUSTOMER AS STATED IN THEIR LETTER. I WAS REQUIRED TO PAY $1396.00,COMPLETE A PAPER FORM, & MAIL IT WITH RECEIPTS TO A 3RD PARTY. BECAUSE OF A BACKORDER FOR REPLACEMENT PARTS, MY PROBLEM WAS NOT REPAIRED UNTIL OCTOBER 2020. AFTER WAITING FROM MID OCTOBER, I FINALLY RECEIVED MY REFUND IN FEBRUARY 2021. THIS ISSUE WAS SAFETY RELATED FOR DIMMING HEADLIGHTS AT NIGHT. CUSTOMERS WERE FORCED TO PAY UP FRONT TO FIX THE DANGEROUS ISSUE. GM ALSO HAD A DEADLINE OF MAY 28, 2020 TO SUBMIT DOCS FOR REIMBURSEMENT. THIS WAS EXTENDED ONLY FOR CUSTOMERS WITH PRODUCT BACKORDERS. THE PANDEMIC HIT JUST 1 MONTH AFTER GM ISSUED THIS LETTER. WITH JOB LOSSES,ILLNESSES, & DEATHS, GM DID NOT SEND ANY LETTERS MODIFYING THEIR ISSUE FOR SRXS OR OFFERING ALTERNATIVE OPTIONS FOR THOSE IN FINANCIAL CRISIS DURING COVID-19. SO MANY THINGS WRONG WITH THIS PRODUCT ISSUE AND HOW UNPROFESSIONAL & DISLOYAL GM/CADILLAC HAS BEEN TO THEIR SRX OWNERS. I HAVE THE ORIGINAL LETTER AND CHRONOLOGICAL DETAILS OF MY EXPERIENCE.