Mr. M.
Very disappointing experience for a “luxury” brand.
I purchased a Cadillac Escalade ESV Sport Platinum primarily for Super Cruise. I fully understood it required an OnStar subscription, but I was explicitly promised on a recorded call that all OnStar Plus services including Connect Plus, Protect, and Super Cruise would be $39.99/month. That promise was never honored. Instead, I was pushed toward an $80/month plan. Charging this much to keep a feature usable that I already paid a premium for is unreasonable, especially when the vehicle is rarely driven long distances. It feels less like a service and more like forced recurring payment. To make matters worse, OnStar reportedly offered 50% discounts during Thanksgiving 2025 to many customers, yet I was excluded without explanation. The inconsistency and lack of accountability are unacceptable. Customer service has been slow, scripted, and ineffective. If you’re charging luxury prices, the service should match. It doesn’t. I also own a BMW X5, which offers better-integrated features without holding customers hostage with high monthly fees. The contrast is embarrassing for Cadillac. Prospective buyers should get every pricing promise in writing and fully understand what features you’ll still be paying for long after purchase.