AutoNation Cadillac West Palm Beach

How do you like my most recent post… I have a fairly simple and straight forward problem with my 2020 Cadillac Escalade (which I otherwise love). I have been a Cadillac owner for well over 30 years. My grown-up children wouldn't recognize the house if there wasn't a Cadillac parked in the driveway. But the way I was treated at this dealership will test my loyalty to not only Cadillac, but to GM has a whole.

My issue is when I drive the Escalade at a speed in excess of 80mph, the front end of the car vibrates badly. You can feel the vibration in both the steering wheel and the accelerator pedal. I have brand new OEM tires on the car. I have had the tires rotated and balanced. But the vibration is still there.

Ok. Simple enough problem. I took my car to Auto Nation Cadillac in WPB. I explained my issue to the service tech, who said they would have to test drive the car to diagnose the problem. Makes sense to me. However, by law they cannot drive the car in excess of the posted speed limit so they cannot help me. Hmmm. OK. So, how do I get my car repaired? No response. Lots of guesses...no promises...several shrugs, but I was ultimately told that I shouldn't be driving my car in excess of the speed limit. Wait a minute! Seriously! If that's the case then why does GM manufacture cars that can go in excess of the speed limit. What a completely ridiculous statement.

I politely requested to see the Service Manager. Waited 20 minutes but he refused to see me. They wouldn't give me his name. He hid in the bay area so as to avoid me. That's professional! I politely asked for his boss, a gentleman named Bob Lanier. I only know his name because I was standing outside his glass encased office. He was also too busy to deal with me. He literally wouldn't come out of his glass office which I was standing directly in front of. It reminded me of Clarke Griswald's boss in the movie Christmas Vacation. It seemed like he was picking up the phone asking his admin to get anyone she could on the phone so he wouldn't have to deal with me. It was pathetic.

At this point I politely asked to see the General Manager, John DeLisa. I figured I could at least explain my problem and get his advice on how to deal with my problem. But guess what? He was also to busy to meet with me but offered up Mr. Lanier, (and we all know where that conversation would have gone).
NOTE: Mr DeLisa, your customers are the most important element of your business. I am a SR VP at a $10 billion publicly traded company and I would be fired on the spot if I ever ducked a customer or did not try to fix an issue they were having with one of our products.

So, I will be traveling back to our Summer home in the Northeast in 2 weeks in a $100k Escalade that badly vibrates at high speed.
Apparently, GM was happy to take my cash but not as happy to give me the time of day.

If anyone knows of a local mechanic in the Jupiter/PBG area who isn't so constrained to test drive and diagnose the vibration in my Escalade, I would be grateful if you would post their contact information.

BTW, sorry for the long post. Have a great day!