General Motors Complaint - Safety issue, failure to stand behind their product, bad customer service
FALMOUTH, MASSACHUSETTS -- I have to ask anyone and everyone that has owned a Cadillac Escalade or any GMC vehicle if they think that their vehicle is a luxurious "accident waiting to happen."
I bought the vehicle Dec 17, 2003 and it was an 02. I felt like a million bucks leaving the dealership. I had a smile that went from ear to ear and an energy that said, "I love life"-until seven months later...
I had complained about a malfunction of the breaks. It felt as though the ABS was engaging. I don't know if you can remember the sound an old ten speed bike used to make when you switch gears-the vibration and sound is what occurred when I would apply my foot to the break.
At the time of my first complaint, I felt a delay and heard a sound when I applied the breaks-my truck did not come to a complete stop-it kept going. The dealership stated it was my tires. Obviously both GMC and its certified dealerships have not "FIXED" the problem so the issue has only gotten worse-I am afraid to drive it-its sitting pretty in the driveway.
Here is a list of the history-of the "Spontaneous acceleration. " That's right my truck actually accelerates when you apply the brakes!!
June 30, 2004
I had complained of the issues with my vehicle stopping. The dealership "fixed" the problem by putting on 4 brand new tires however did not describe "why" I was there in their "reasons" for diagnosing the tires being replaced .Therefore GMC is stating that the issues didn't actually occur or were not due to faulty/malfunctioning breaking system. Why should I be responsible for their documentation when I go in for service? Why would anyone have a second thought when someone who is "certified" is paid to diagnose and "fix" a problem?
June 15, 2005 I had the same breaking issues and complained again to the, Certified dealership. They "fixed" the issue and replaced the rear break pads, rotors and rear brake shoes.
June 16, 2006 Same issues/complaints of break malfunction. Certified dealership "fixed" the issue by replacing the front brake pads, resurfaced all four brake rotors
June 22, 2006 Complained about breaking issue. The certified dealership "Fixed" the problem by replacing the Hub Bearing, replaced both ABS sensors and both bearings. My vehicle had 75, 000 miles on it at the time and was still under the certified "preloved" warranty.
March 19, 2008 complained to GMC about the inability to stop since the warranty expired. Another certified dealership "Fixed" the breaking complaint with ANOTHER Hub bearing replacement. HHMM can you say HUB BEARING (I am guessing the part is defective)
September 18,2008 Spoke with the GMC representative which is like speaking to a well scripted robot who is trained to deflect blame and/or responsibility. After describing the issues of NOT being able to STOP and the malfunctioning of the vehicle where it accelerates, the GMC representative asked again, "So when do you have this issue?" I said the following:
"Have you been listening at all to what I have said? Putting your foot on the break should be a lot like blinking-we shouldn't have to think about it. When was the last time you had to worry if you stepped on the break that your vehicle will plow into the driver in front of you?"
The GMC representative said, "I don't-So why don't you want to drive it to get diagnosed?" -Get the picture? GMC and their customer service sucks.
I was told in the very beginning that if I took my vehicle anywhere else other
than a GMC certified technician or dealership-the warranty coverage for any
issues would be at risk. Also the system that they use to diagnose is
computerized. So if the computer doesn't say there is an issue-they meaning the GMC certified technicians assume there is "no issue".
When I called GMC in March of 2008 they
were more interested in my next GMC purchase than what I was trying to complain about? Like I would EVER buy another GMC piece of ***.
GMC kept reminding me that regardless of the number of attempts I have
made to fix this ongoing issue with my break malfunction and the money that I have spent(time away from work, rental cars)-They won't take responsibility for a vehicle that is no longer under warranty, a vehicle that is 6yrs old and 105k miles. I have been a responsible owner and have been diligent in the maintenance of it. The breaks are only one issue I have had with this truck-New radiator, new transmission, new ride control and another four tires when the Hub bearing was replaced the second time. Issues with the oil(lots of changes-not consistent with 2000 miles)
Companies like GMC hope that consumer complaints will fade away into the backdrop when the consumer gets so frustrated and "give up". I am not one of those people.
Here is a list of some of their excuses:
*"It could have been a fluke"
*"It could have been your driving
*"You know that's common at slow speeds-My response is this "So when I hit a pedestrian should I tell them that too?"
*"We are not familiar with that issue with spontaneous/unexpected acceleration"
*"You should warm up the vehicle before you drive less than 10 miles an hour"
*"The sound is your muffler"
*"There is no issue with the breaking system. we have not been able to duplicate your complaints, so there is nothing wrong"
"The resistance to break could be the way you are applying your foot to the break pedal"-WHAT????!!!
My favorite response from GMC:
"I am so sorry you feel that way, I wish there is something we could do but it's not covered under warranty anymore. Your vehicle was not on the recall list. Yes the year and make was but "your" vehicle was not on the list for the recall."-When did vehicles have social security numbers?
After my ordeal with GMC and the performance issues with my Escalade I am a firm believer that Fred Flintstone probably had a GMC and was the only one that was happy with their product. You see Fred Flintstone didn't care about breaks, airbags,stearing issues, seat belts, windshield wipers that could cause a fire, his car exploding, stalling on a highway....These are some of the many issues the public is raving about on the web regarding GMC vehicles and the safety issues that occur with all makes and models belonging to GMC.
I have filed a complaint with NHTSA and have contacted several newspapers and consumer advocates. Only one person actually helped-a little. A consumer reporter from NBC placed a call to GMC and now I have to deal with "The Executive office". When I asked the GMC representative what her title was she said, "Executive office". I can only assume that she is not someone that can help, just another line of defense to make the a disappointed consumer "go away quietly".
I have done so much searching on the web. The public outcry against GMC is overwhelming. SAFETY is not a priority GMC considers as important as the expensive crap it puts out for unknowing consumers. God help us all when they put out their electric car in 2010. Yippeee another disaster. Hopefully they will go bankrupt before they put out yet another vehicle with safety issues.
All I want is for GMC to pay me the book value of my truck so that I can buy another vehicle that is not GMC. (They won't even pay for a tow to get my vehicle diagnosed. ) It's no wonder that Americans are buying more foreign vehicles and GMC sales are not what they used to be.
It is hard for me to deal with the fact as a consumer that I spent $53,109.00 for the certified pre-loved vehicle prior to all the money I have spent in getting the breaks to operate properly.