General Motors Complaint - Extended Warrenty For a Used CAr
We own a 2002 Buick Rendezvous, and when purchased in January of 2005, we purchased extended powertrain warranty from GM, which only expires January 4, 2008 or 152,310 km. Our vehicle currently only has 127,000 km on it right now.
We were traveling in BC this summer (Aug. 2006) and realized that the vehicle was over-heating. We took it into a GM Dealer, Barnes Wheaton in Chilliwack BC PH: 604-792-1391. They diagnosed it as being the thermostat which required changing. We asked how long that would take and they quoted 3.1 hours. They did not tell us that the diagnostics was another hour, therefore a total of 4.1 hours was charged to us at $99.00/hour!! We told them we had extended powertrain coverage, they checked it out and said that GM does not consider a thermostat to be an internal part of the motor, therefore it is not covered!! Well, we needed a thermostat to continue so we proceeded to get it fixed. The total bill came to $515.45...We were rather shocked, to say the least, but paid it and thought we would deal with it when we arrived home in La Ronge, Saskatchewan.
We phoned GM Canada and told them the problem, gave them our extended warranty number, they checked it out, responded to us saying, and I quote:
"We see here that you have warranty on the powertrain, and under our warranty policy the thermostat is not covered, as it is not considered part of the internal motor, however, if you were considered a regular customer at Barnes Wheaton in Chilliwack, we would be willing to pay half the bill for you. Since you are not a regular customer, there is nothing we can do for you".
I couldn't believe it and told them, "How do you expect us to be a regular customer when we are travelling from Saskatchewan on vacation, how ridiculous is that, owning a GM vehicle isn't good enough?" Apparently not, as we got the same response.
I was then directed to another area, as apparently we needed to go to the extended warranty area for used vehicles. I did that and received the same response telling me that a thermostat is not considered an internal part of the motor. Pierre (that was his name) said that if they covered thermostats, they would then have to cover gas. Well, I said that's ludicrous, gas is not a part, and if anyone was to purchase a vehicle, they would expect the thermostat to be considered a part of the motor! GM needs to improve their warranty policy and start honoring all parts of the motor, not just some!!
Well, we did put in a formal complaint against GM, (with Marny in Customer Service, Head Office in Ontario) but of course nothing was done, nor will anything change with GM, because they are such a large company who don't care about the average person purchasing a vehicle from them.
Our extended warranty does say (and this is the last half of the paragraph under Gasoline Engine):"Also covered are turbocharge/supercharger housings, Internal parts, valves, Inter cooler, seals and gaskets".
I'd like to know what else they do not consider an 'Internal Part'!!, wouldn't you?
(Our friend owns a new Ford Truck, looked at his warranty and the thermostat is covered under warranty with Ford). I told this to GM, but they didn't care!
I'm hoping that perhaps you would be interested in a story like this, as GM and other large dealers like them need to start honoring their warranties, and/or re-wording them differently so as to include or exclude parts not covered!!
Thank you for your time. If you cannot help us, could you please direct us to someone who can.
Greg & Sharon Schafer
La Ronge SK