Suntrup Buick, Pontiac, GMC St. Peters Complaint - 2005 Envoy XL nightmare

Review by tb-stl on 2009-08-06
I recently began to have problems with my 205 GMC envoy. Speedometer stays at 120 miles whether vehicle is being driven or parked. Fuel guage registers empty with blinking low/no fuel light even on full, and vehicle makes whinning noise which I'm told by service advisor is the idler pulley. Upon initially taking car to shop the advisor was unfriendly and borderline rude. A diagnostic was ran on vehicle and I was told that non of the repairs were covered under my third party extended warranty. Did I mention that I had to pay $115.00 (diagnostic) to get vehicle back. Upon further investigation into my extended warranty policy I found that the idler pulley was indeed covered. Thus the drama begins. According to dealership extended warranty company stated repairs were not covered; per warranty company they did not tell dealership this. It now becomes the age old game of he said/she said. Finally contacted GM assistance program for solutions/alternatives to this problem. Initial contact person was extremely helpful in gathering information to forward up chain to a customer advocate. Once it left the hands of the initial person the ball was dropped. There was no contact from GM for over 5 days; after calling initial person back I was transferred to a district specialist who stated that they did not have much information on my file and that someone else had actually started working on file but went on vacation. A day or so later I was contacted by yet another customer advocate for my area who apologized that the ball had been dropped on my file and assured me that he would try and advocate for me with the dealer to provide some sort of assistance. I was promised that I would be contacted within 48 hours, surprisinly I did receive a call back. I was then informed that although I was a valued GM customer (oh, let me mention that I have owned 6 vehicles in my lifetime and 4 have be GM; my father and many family members are GM Assemby plant employees)due to me not having a service history through the dealership and not having an extended warranty through GM they would be unable to help me. This is bologna. GM does not stand behind its' automobiles-consumers who purchase their vehicles are given the run around. It should not matter if I have my vehicle serviced at the dealership of purchase or in my backyard as long as repairs are not a result of my negligence/abuse they should stand behind the vehicle. My immediate family (father,2 sisters, several cousing, and step-mother) have all been loyal customers of this dealership for the past 10 years. It is very disheartening to know that companies don't value the loyalty and commitment of their customers.

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