NHTSA complaint #11618026

Owner complaint summary

Dear NHTSA, I am writing to formally address the serious issues surrounding my 2021 Cadillac Escalade, VIN [XXX] [XXX] , which have been exacerbated by misleading communications and inaction from Lindsay Cadillac in Alexandria, VA. This situation has led to significant inconvenience and financial strain. On September 4, 2024, the vehicle was delivered to your dealership due to water leakage causing mold damage between the “B” and “C” pillars. Upon arrival, we were erroneously informed that the warranty had expired. It was not until September 15, 2024, after correcting this with Service Consultant Donna Wozniak, that it was acknowledged the warranty is valid through 2025. Despite clear signs of warranty-covered issues, the explanations provided by staff, suggesting the damage could be from towing or previous beach trips, are not only implausible but appear to be intentional diversions. The vehicle has never been used to tow nor has it been submerged in water, making these justifications unacceptable. The lack of immediate remediation upon the vehicle’s drop-off led to severe mold growth, a situation Mr. Sergio Desdunes has used to unjustly refuse warranty coverage, instead advising me to seek unwarranted insurance claims. Moreover, a recent disclosure by my insurance company highlighted a NHTSA service bulletin [XXX] ), initially recognized by Ms. Wozniak but subsequently dismissed by Mr. Desdunes. This deceptive handling suggests an attempt to avoid responsibility for the known defect. This culmination of neglect by Lindsay Cadillac in Alexandria dealership, notably the misuse of the mold condition as a reason to deny warranty obligations, underscores a grave lapse in service integrity and accountability. This conduct is unacceptable and compels me to seek further actions to resolve these issues effectively. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)