General Motors Complaint - GM Warranty Owners Beware
Now if you read this entire ordeal you would see my frustration. It is a bit long, so here is a summary of problems.
1. A dealership not paying attention to its customer or their car issues
2. Being stuck 300 miles from home due to that lack of attention
3. Not being able to locate my vehicle for 15.5 hours after being towed
4. Told to pay for a problem that was never fixed the first time
5. Having 3 different people at GMPP say that my deductible has been waived
6. Being told by the dealership, they won't release the car without paying the deductible. After speaking to 1 person at GMPP.
7. Having to get money back that should never have been paid.
On 1/27/2010 I brought my Cadillac Escalade EXT (65,000 miles) to Avenue Chevrolet in Batavia, Illinois. My truck had several issues, but the main reason for going to the dealership was the vehicle stalling between first and second gear shifts. I explained to the service desk what the issues were. He didn't seem to fully listen to my complaints, but said it would all be taken care of.
He failed to write down that the gauges would stick. Especially the speedometer.
I returned to the dealership on 2/1/2010. I pay my $200 deductible, but talking to the mechanic he said they could not get the vehicle to stall out. I was told to drive it and bring the vehicle back if the problem persists. I left the shop and drove away(approx. 2 miles). It stalled twice. The mechanic hooked the diagnostics to the vehicle and there were no codes. I was again told to drive it around and if it comes back, to let them know.
Again, I left the dealership, and it stalled. There were three additional stalls bringing it back to the dealership. I recorded two times on video via my phone. The mechanic took the truck back. The next day I was told the truck is fine. A dirty speed sensor was to blame my problems.
On 2/16/10, my speedometer stuck and began to malfunction. When I brought it back to Avenue Chevrolet, service said I never complained about this issue and that wouldn't be covered. After speaking with GMPP and service, they took the truck back and replaced the instrument cluster.
Fast forward to 3/9/2010. I am in Detroit, Michigan when my truck stalls between first gear and second gear. After the vehicle stalled, it would not shift into fourth gear. I call GM to have my vehicle towed to the closest dealership, Les Stanford in Dearborn, MI.
The vehicle was towed by Metro Sales & Service, Inc at 7:30 PM EST. I was told to contact Les Stanford the next morning. Now, I am in Detroit, Michigan, 300 miles away from home without my car. The car that was said to be fixed, but has the same problems after being "fixed." I was able to get home borrowing a car.
I called the dealer on 3/10/10 at 9:10 AM EST to find out that, "...The vehicle is not at our dealership, we don't know where it is." I called Metro Sales & Service immediately. The operator says they can not get in contact with their tow agent and that he seems to have his phone turned off. I finally receive a call from the dealership at 10:53 AM EST saying that my vehicle just then arrived. So where was my truck between 7:30 PM to 10:53 AM EST the next day? Nobody would tell me what happened.
Now I am working with Brian, the Cadillac Service Manager. They have truck for about a week and a half. When he calls to tell me that the truck is done. They had to install a new regulator for first and second gear. (What should have been done the first time!) I am again to pay another $200 for the warranty deductible.
I contacted Tony at General Motors Protection Plan (GMPP) on 3/22/10 and explain the situation. Truck continues to stall even after it was "fixed." He tells me that his paperwork doesn't state transmission issues were ever documented. I explain that transmission issues were the real reason why I even went to the dealership. Tony tells me that he can waive the warranty deductible, but I need to fax him my invoice from the first dealership.
I faxed it on 3/23/10. I called Brian at Les Stanford on 3/25/10 to verify that he received the information from GMPP regarding my deductible. He said no. I called GMPP immediately and spoke with Peter. He said I was to have the dealer call their 800 number and give them my claim number. GMPP was to explain to the dealer that my deductible was indeed waived.
I called the dealer on 3/26/10 and left a message with instructions. Also, that the car would be picked up on 3/29/10. If there were any problems, CALL ME ASAP.
I have the car picked up on 3/29/10 and get a call from Brian. He states that he spoke with GMPP saying that the deductible was NEVER waived. The car would not be released without paying the deductible in full. I had friends doing me a HUGE favor and getting my vehicle for me. I said I'll just pay it and deal with GMPP. So I proceed with payment and the car is picked up.
Again, I call GMPP right after, and speak with Glenn. Glenn states that AGAIN that the deductible was waived and that whoever spoke to the dealer didn't read everything. Glenn said that below this claim with Les Stanford, it clearly said the deductible was WAIVED. Glenn then explains how I can get my deductible back from GMPP.
I WILL NEVER BUY ANOTHER GM PRODUCT FOR AS LONG AS I LIVE. At 27, I have many years of driving and car buying. My next car is coming from anyone else other that General Motors.