GM - Terrible customer service
I am having the WORST customer service experience of my life with General Motors!
Before I start, let me say I've LOVED my vehicle for the last 4 years I have owned it. I have also been a die hard believer in Chevy Vehicles all my life!
My Avalanche has leaked coolant for the last 2 years but 3 mechanics and 2 dealers have no idea why. 12/10/2009 it got VERY bad (gallon every 4 days) and I took it to the Lynn MA dealer. They told me $1k-3k to replace the head gasket. Two days later, after opening it up they said $3800 for two cracked heads. 12/17, when it was supposed to be ready I went by and they said $5500 for new engine because no heads are in stock ANYWHERE in the US. Being without a car for 8 days is costing me a FORTUNE in transportation fees and they can’t even tell me when the truck will be fixed!
I was told to call a GM regional manager. Called and told it was elevated to someone else: B~~. B~~ won’t return my calls for last 2 days. Called 800-222-1020 and was told B~~ will call me in 1 hour. An hour and a half later I called back and they said she was scheduled to talk to me between 4pm and 6pm. No call. Called the next day and told she would call me tonight (Friday) 5pm-7pm but, frankly, I don’t believe it!
Talked to 3 reps, H~~, I~~ and R~~ who just put me through to B~~'s voice mail or put me on hold until the phone hung up. When I asked for a supervisor they argued with me that I didn’t need to talk to one and eventually put me on hold until the line disconnected. Finally T~~ (a supervisor) called me back and all she could say is B~~ will call me at 5-7pm. I don't even know WHAT B~~ is addressing: the inventory issue on the headers; the run around from the dealer requiring a new engine; or the fact that the engine died at 100k miles on a $40k vehicle despite all recommended maintenance being done on the vehicle when other brands last 150-300k. Can't even TALK to someone about WHAT they are looking into or elevating. I have been a Chevy customer for 5 vehicles and 20+ years and my household currently owns two Chevy’s, but clearly the quality of the vehicles and customer service has declined SIGNIFICANTLY!!!
At this point I see no reason to remain a customer of this company any longer. I never thought I would say this but, at this point, it looks like I'll have to start buying Hyundai, Honda or Toyotas. They have cheaper cars, better gas mileage, last longer and NOW have better customer service.
Clearly the US automotive industry has lost in this market.