General Motors Complaint - Keeping your word (or warranty)
WEST MILFORD, NEW JERSEY -- Saturn, you’ve lost at least one customer and probably many more who hear how you treat loyal customers (at least from me). How unfortunate, when you think you’ve found a decent and honest car company, you’re brought back to the reality of another company that practices deceit in order to make their company stay in business for the short term while not concerning themselves with improper treatment of their current customers or the long term.
My problem started when the car (2004 Ion) was under the manufacturer warranty. The air conditioner stopped blowing cold air. The car was brought to the dealer. It was discovered the Freon was discharged, no leak was found. Saturn recharged the system. I wasn’t too concerned because the problem was brought to their attention while the car was under warranty, even though they did not fix it. One year later, when I went to use the A/C for the first time that season, the same problem occurred. I brought it back to the dealer, they recharged the system under warranty and no leak was found. This was becoming an inconvenience including the times there was a power outage at the dealership and the time they stranded my wife at work when they said they would pick her up and bring her back to the dealer to get the car.
I guess that kind of stuff happens. Another year passes and the same problem occurs at the beginning of summer. Now the car is out of warranty. They discover the Freon has leaked out again but this time they find the leak. It would cost $1000 to fix it! I’m still not that concerned because I have all the receipts from the past that clearly show it was a manufacturers defect while under warranty. I contacted the manufacturer in the past while the car was under warranty to make sure this was documented and I called them again this time to protest this charge. They checked into my claim, again, and offered to absorb all but a deductible of $200. Their deceit began to sink in. I argued the fact that their warranty states “The warranty covers repairs to correct any vehicle defect related to materials or workmanship occurring during the warranty period.” It was obvious the defect occurred during the warranty period but they would not stand behind their own warranty. I tried to explain the problem by simplifying it, comparing it to a flat tire. If you bring your flat tire into a service center and they simply refill it, but not find (or look) for the leak, no one can honestly consider the tire repaired. After three times they finally find the source of the leak. Either the repairman doesn’t know what he’s doing or their obviously dishonest.
At this point I’m still thinking someone with authority will become involved and rectify this situation as a reputable company should and treat the customer properly. I noticed in the warranty booklet that you can file a complaint with the Better Business Bureau, which I did. It seemed like the solution. I was sent a response after the filing process which stated “I regret we will not be able to help you”. I guess I shouldn’t be surprised. It’s consistent.
The end result is I had to swallow my pride, disregard all the service invoices I have and pay the $200 Saturn demanded. Although Saturn recouped their $200 with dishonesty and deception, they lost a good customer who talks to a lot of people. The first chance I get, I’ll sell the car and have nothing to do with Saturn, or GM for that fact, again.
Anyone want to but a used Saturn?