VIRGINIA BEACH, VIRGINIA -- While the Service representatives were amazing, I never received assistance. The first provider they called didn't accept the PO and I was waiting for them for 45 minutes. I never received a call to inform me a second provider was called and they estimated 60 minutes. That provider after 1 hour and 30 minutes informed the Service agent that they were 5 minutes away. After 20 additional minutes of waiting, I called back and they were not able to reach the 2nd provider after calling them repeatedly for 10 minutes. They canceled the PO and ordered a 3 PO which estimated another 60 minutes.
At this point, I told her to cancel and I would Uber home and get my spare key myself. Not to mention it was raining today. Terribly disappointed in the service providers Chevrolet Roadside Service is using in this area. Again, the representatives were amazing but my experience was far from acceptable.
DETROIT, TEXAS -- My vehicle died would not start. Told them battery was bad from experience. They send out some guy in a little red Honda with a jump start pack for RC cars. Needless to can't start. I tell them send wrecker, tow it to Chevrolet shop. Two hours later wrecker shows up. Insult to injury I had to pay 75 $ tow fee.
CAPE CORAL, FLORIDA -- I was getting ready to go to a doctor's appt but the battery in my 2016 Colorado was dead. I called Roadside Assistance and was told a tow truck would be here in an hour. I waited an hour and 25 min. and no truck (one doctor appt missed). I called Roadside again and found out that no truck was called. I finally got satisfaction 3 hours late and 2 missed important doctor appts.
HELENA MT, MONTANTA -- I purchased my 2008 Chevrolet with 24,000 miles on it which meant there was still some warranty. To make a long story short, when the car was dead one morning (it was the battery gone wrong) - I called the Chevy dealership in Helena, Montana. They kindly reminded me that I could call the Chevrolet Roadside Assistance 800 number, which I did. They sent a truck within 20 minutes to jumpstart the battery. Roadside assistance monitored the process with electronic messaging. I was then able to take the car to the dealer where the service department looked at the car, discovered a loose battery cable, and sent me on my way, amazed and impressed. Cost? $0.00.
ATLANTA, GEORGIA -- Have called Chevy roadside assistance twice first for dead battery in a medical facility parking lot -2007 Chevy HHR at lunchtime in Atlanta and told me truck would be there in an hour and they were there in 40 min and had me up and going in 5. Second time at 2:20 AM my daughter had both tires on the passenger side blow simultaneously and the again told me an hour and were there in 20 min loaded my car on a flat bed and asked if I needed a ride.
They could not have been nicer or more prompt - both times the called me back with expected time within 4 minutes and the tow truck driver actually contacted me 10 min before they showed up to clarify my location - pleasantly surprised.
COLORADO -- We were on a road trip in our brand new 2008 Chevy Tahoe (odometer read 2800 miles). At 70 MPH the right rear Bridgestone tire blew. The road was clear and no road hazards were encountered. Previous to the catastrophic tire blowout, all four tire pressures checked out at 31/32 PSI on the digital gauges on the dash. Upon inspection of the tire, the treads and interior of the tire had no punctures or damage of any sort. The exterior wall of the tire was completely disintegrated. At the time of the blowout, we were on a very fast, busy highway.
Fortunately, I was able to maintain control of the vehicle and get the vehicle to the shoulder of the road. The alloy wheel was destroyed by the tire separating and riding it a few lanes over to the shoulder. First step: Press the OnStar button! Unfortunately, once OnStar determined that our family was safe and police/rescue were not required in this case, they transferred our call to Chevrolet Roadside Assistance.
Long story short, we spoke with 6 people and after three hours there was still no tow truck. As we sat and waited for a tow truck, I called everyone I could think of for assistance, the dealership we bought the car from, the dealership where the vehicle was to be towed, Chevrolet Roadside Assistance, the insurance company, etc. Chevrolet Roadside Assistance simply assured us that a tow truck was on its way.
Finally, my husband and I got out of the vehicle with the owner's manual, figured out the tire changing apparatus and spare tire (recommend if possible that you remove those parts and learn them in warm weather), got down in the mud while it was snowing and changed the tire. This was a very dangerous road with a very small shoulder. Fear and frustration was very real at the time. Of course, we've changed tires and done automotive work in the past, but my husband is 60 years old so we thought we'd purchase a highly rated vehicle with OnStar for protection and safety.
** at Chevrolet Roadside Assistance admitted there was confusion on their side that led to no tow truck showing up. This situation was so bad, that we have lost confidence in Chevrolet Roadside Assistance. I am very surprised that OnStar did not maintain ownership of this report (much like a case manager) until the needed assistance was delivered. By the way, the dealership stated that the tire did not malfunction and that a road hazard was encountered which caused the blowout.
While my husband and I are admittedly not tire experts, there was not one puncture or interior damage that could be detected. We are keeping the tire and having it analyzed by a third party in the event this is another Firestone fiasco. Our OnStar and Chevrolet Roadside Assistance will not be renewed.