General Motors - Dealer does GM directed repair - accomplishes nothing for $828.51
2007 Chevy Suburban - Complaint
DETROIT, MICHIGAN -- I purchased this vehicle used from a Ford dealership on May 10th w/ 91,714 miles.
We took our trip to Florida on May 30th. After refueling in Georgia with about 200 miles left to our destination the "ENGINE OIL LOW - ADD OIL" warning came on. When we got to Lakeland I had the vehicle repaired at a Chevrolet dealership at a cost of $828.51. This was 1,304 miles after our purchase.
On June 19, the "ENGINE OIL LOW - ADD OIL" warning came on again. This is 1,183 miles after the repair was done.
Upon contacting the repairing dealer I was told they performed a service according to a GM service bulletin. The fact that it did not fix the problem was unfortunate but that was just tough.
I am now told by my local Chevrolet dealer I must now spend $2,500.00 + to replace pistons and rings. AND THERE WILL BE NO GUARANTEE EVEN THAT WILL FIX THE PROBLEM.
Can a dealer not properly diagnose a problem and effect an effective repair? This robotic process of complaint=a list of repairs to do. All at the customers expense until you stumble upon the right fix. What about a "certified" mechanic actually using his expertise in determining which of the many fixes is the correct one without blindly executing a sequence of fixes hoping for the best.
I really feel I have been robbed of $800 and have accomplished nothing.
GM's response: They called me and advised me the problem was being escalated to a Customer Relationship Specialist who would contact me the next day. I did receive the call which was essentially non-productive. GM was NOT going to provide any consideration. After which I sent the second email.
Second email to GM:
Well, your escalation call was received by me on 6/26 at 4:00 PM CDT. I must say I was not impressed at all with this persons knowledge of the situation. I know this problem is, as has been, known by GM for several years. This CRS (Customer Relationship Specialist) feigned ignorance that any such widespread problem existed. She did not appear to even be aware of my original email. Or at least was asking questions that she should have already had knowledge of if she had actually looked into what had transpired. She sounded as if she were simply parroting a prepared, generic script designed to provide a non-specific denial of any assistance from GM. I asked for an email outlining our conversation but she refused citing "GM policy" does not allow putting anything in writing. That alone, from my point of view, destroyed GM's integrity.
I really don't blame the dealer so much as I blame GM. The dealer simply followed what you (GM) dictated they must do without regard to whether or not it would fix the problem. So, as a result I have been robbed of $800 by a dealer with GM as the co-conspirator.
I will NEVER trust another GM service center as they are obviously staffed by parts changers directed by GM. There are no true mechanics.
Now, lean over to the person at the next desk, give him/her a "high five" and congratulate yourself on sidestepping a factory defect and screwing yet one more customer!
No response was received.