Business Profile

Auto Manufacturers

General Motors Corporation

Headquarters

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Initial Complaint
04/29/2022
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My GM Rewards has made it extremely confusing and nearly impossible to understand how one can redeem their rewards. They have different websites and different explanations on why one cannot redeem their rewards as they wish. None of that information was made easily available or accessible or to understand on their application process. I would have not applied or used their card ever if I knew I was going to be put through the ringer and still not be able to redeem my $153 worth of rewards which now I am being told I can only redeem towards the purchase of a vehicle which was never the case or not even close to being disclosed when applying for the card!
Business response
05/13/2022
May 13, 2022

****** ******** ****** ** ******* * ******* ********
Attention: Director of Mediation & Arbitration

********* **** *********
********* ******* ********
******* ****** **** ******* ************
********* ******** ******

Dear Director of Mediation & Arbitration,

Thank you for your recent correspondence regarding **** ********* and concerns with their Myrewards account. We apologize for any inconvenience they may have experienced.

We have completed our review of the situation. General Motors has sent his case over to our Myrewards team for review. They will further review the case for resolution. Please advise if anything else is needed, I can be reached at the phone number listed below.

Thank you for bringing this matter to our attention.

Sincerely,

****** ********* *******
General Motors
*************** ********** *******
Initial Complaint
04/10/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a previous complaint that I filed through BBB for General Motors (GM); complaint #********. Based on the previous complaint GM agreed to replace my vehicle with a new car. At first it seemed like this was progressing smoothly and I was being helped to actually get to the resolution agreed upon. I have been tossed between multiple departments to help me getting this problem resolved. However, I'm currently at the point where there isn't a contact person for me to reach out to at GM to get my problem resolved and it isn't moving forward anymore. I want to get my car replaced as soon as possible, this problem and inaction from GM is ridiculous.
Business response
05/09/2022
May 9, 2022

Better Business Bureau
of ******* & Eastern ********
Attention: Director of Mediation & Arbitration

Customer: *********************
Reference Number: 17010307
General Motors Case Number: 9-7584087814
Mediation Liaison: Kharia

Dear Director of Mediation & Arbitration,

Thank you for your recent correspondence regarding ********************* and concerns with their 2020 Chevrolet Bolt Ev. We apologize for any inconvenience they may have experienced.

We have completed our review of the situation. General Motors has offered a trade repurchase and they have accepted. We will be closing our file based on this resolution, please advise if anything else is needed, I can be reached at the phone number listed below.

Thank you for bringing this matter to our attention.

Sincerely,

Kharia
Mediation Liaison
General Motors
**********************************
Initial Complaint
04/05/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In October 2021 my 2015 GMC Terrain Denali started to make a grinding noise. After 2 months and a lot of back and forth with the dealership they replaced the transmission. It took GM 2 months to get the transmission so they could make the repair. When I got my car back the first part of January, the grinding noise was not only still there, it was worse. I took my car to the other authorized dealership in ****** and they immediately found the transfer case was bad and was the cause of the grinding noise. That was on January 18th. As i sit here today, almost 3 months later, GM has not provided the replacement transfer case so my car can be repaired. Its is under warranty and they will only tell me there is not fix and no ETA. I have to make a car payment every month and am a mom with a young child that I have to get back and forth to school. GM has a rep that calls me about once a weekish only to tell me there is no ETA and no fix and there is nothing she can do but to keep calling my dealership and asking "the right questions". She has informed me that one department within GM is not authorized to contact another department within GM to try to get an update or answers. At one point I received a call from a VERY rude lady telling me I was wasting their time by asking what the status was and when I got physically upset from all of this, she laughed at me on the phone and asked, "is there anything else you want ma'am" at that point my husband told me to just hang up the phone, so I told her no, and she giggled and again and said, "you have yourself a wonderful day now!" I don't know who she was, it was not the normal lady that calls, I have been without my car over 5 months now. It can't be good for my car to just sit and not be driven. The expense of a rental is draining my savings account and I don't see any resolution in the near future.
Business response
06/08/2022
June 8, 2022

Better Business Bureau
of ******* & Eastern ********
Attention: Director of Mediation & Arbitration

Customer: *******************************
Reference Number: 16987953
General Motors Case Number: 9-7568309507
Mediation Liaison: Kharia

Dear Director of Mediation & Arbitration,

Thank you for your recent correspondence regarding ******************************* and concerns with their 2015 Gmc Terrain.

After additional review of ******** Behrenss concern, General Motors has come to a decision based on the information provided. However, ****************** has not been able to take our calls. In order to fully resolve this issue, we will need to speak further with ******************. She has stated she will be calling us soon.If needed, I can be reached at the phone number listed below.

We appreciate you bringing this matter to our attention.

Sincerely,

Kharia
Mediation Liaison
General Motors
*************************
Initial Complaint
03/31/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a 2012 ***** Equinox. A recall dropped years ago about excessive oil consumption problems with the exact engine that I have. My oil consumption test came back inconclusive. So, I thought that I was one of the lucky folks who did not have the bad rings and pistons. WRONG. I just didn't experience the problem yet because I had low miles and it didn't hit at the same time as everyone else. Fast forward to today, I burn one quart of oil every 500 miles. I took it in, when I noticed it, to a DIFFERENT Chevrolet dealership and they said that I am FOR SURE consuming excessive oil. Of course, I just missed the Special Coverage ***** ******************** Consumption repair from GM, so they want to charge me $2,200 of the $2,400 that it will take to repair it. They will spot me $200. I mean, come on. I have a record of TRYING to get the recall done when it first came out. I was told that I didn't need the repair. I don't know. I feel like I should still be taken care of here. GM is now ignoring my emails and voicemails where I ask about getting help.
Business response
05/23/2022
May 23, 2022

Better Business Bureau of ******* & Eastern ********
Attention: Director of Mediation & Arbitration

Customer: *********************
Reference number: 16968177
General Motors Case Number: 9-7537508923
Mediation Liaison: Kharia

Dear Director of Mediation & Arbitration,

Thank you for your recent correspondence regarding ********************* and concerns with their 2012 Chevrolet Equinox. We apologize for any inconvenience they may have experienced.

We are concerned when we learn that one of our customers is dissatisfied. For this reason, we would like a chance to review their concerns.Unfortunately, our attempts to contact them have been unsuccessful. We have also sent correspondence to the address provided in the case. We kindly ask that you make them aware of our attempts to contact them. Until we hear back from either you or *********************, we will be closing out our case.

If further information is needed, I can be reached at the phone number listed below.

We appreciate your assistance with this matter.

Sincerely,

Kharia
Mediation Liaison
General Motors
**********************************

Customer response
05/24/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
This is not true. I spoke with GM a few times and each time they offered me nothing but 10% of the repair cost and a "voucher" for a small percent towards a NEW GM vehicle. The problem is not being taken care of. I had to go to a local repair shop due to the lack of help from GM.

Regards,

*********************
Business response
05/27/2022
May 27, 2022

Better Business Bureau
of ******* & Eastern ********
Attention: Director of Mediation & Arbitration

Customer: *********************
Reference Number: 16968177
General Motors Case Number: 9-7537508923
Mediation Liaison: Kharia

Dear Director of Mediation & Arbitration,

Thank you for your recent correspondence regarding ********************* and concerns with their 2012 Chevrolet Equinox.

We have re-reviewed ****** ****s situation and find that after we made him the 2 offers that he mentioned, we could no longer reach him. Several attempts had been made prior to him finally answering to make the original offer as well before succession. We are happy that Mr. **** has gotten his vehicle repaired. However, due to the fact that the repair was completed at a third party dealership, we will not be extending any further offers. We believe every consideration has been given and all information carefully evaluated to support this decision. General Motors will be closing our file based on this review, please advise if anything else is needed.

We appreciate you bringing this matter to our attention.

Sincerely,

Kharia
Mediation Liaison
General Motors
*************************

Customer response
05/31/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

GM contacted me about two offers that were not acceptable. They put a faulty part in the vehicle and are doing everything possible to not resolve the issue. One was 10% toward the repair. The repair would have been $2,400 to replace the piston rings and heads. They said that they would pay $200 of the $2,400. That is wrong on many levels. They also offered a voucher AFTER I accepted their repair offer to put 10% of the msrp of my current 2012 Equinox toward a BRAND NEW vehicle. I do not want to jump into another contract with them. I'm done with buying ***** vehicles. This has been a headache from start to finish. I attempted to contact higher *** (***************************** III - Manager Aftersales - Chevrolet) and he also just pushed me off to the customer service department. I have since then just took my car to a local repair shop and got the same work done a HUGE fraction of the price.

Regards,

*********************
Initial Complaint
03/24/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Me and my grandfather bought a new 2022 GMC Terrain SLT and when we got home we noticed it didnt have an owners manual. I went to the dealership where I work which is a gmc dealership and asked about it and they said I WOULD HAVE TO LAY FOR ONE WHICH IS $150 which is not right. I contacted General Motors and all they said is download it and print it off. So I should use over 300 sheets of paper and my own ink because they didnt have one in the car. Thats not right.
Initial Complaint
03/23/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In 2013 I leased a 2013 GMC Terrain lic 6YBH667 Vin ***************** and purchased it 2016. In late 2020 I discovered that there was an issue with the oil and my vehicle. I called GMC and reported. They were aware of the issue and stated that I was a couple of months too late to report it. I informed them that I was never made aware of the issue with these vehicles. The asked me to take it to a GMC dealer for an oil consume test. Test took 1 year to complete and it was discovered that the Terrain burned excessive oil. I called GMC asking that they pay for the repairs since it was a known issue with this vehicle. Furthermore they had been taken to court because other vehicles were having the same issue. GMC representative told me that they would only pay 10% of the repairs which is about $300. I would like GMC to pay for the repairs in for since it was a known issue, I was not aware of it, no notification was sent to me, and they were aware of it.
Business response
04/13/2022
April 13, 2022

Better Business Bureau
of ******* & Eastern ********
Attention: Director of Mediation & Arbitration

Customer: *****************************
Reference Number: 16931622
General Motors Case Number: 9-7495650200
Mediation Liaison: Kharia

Dear Director of Mediation & Arbitration:

Thank you for your recent correspondence regarding ***************************** and concerns with their 2013 GMC Terrain.

We have reviewed ******************************* situation and find that ***************** has declined our assistance. We believe every consideration was given and available information was carefully evaluated before this decision was reached. We will be closing our file based on this research, please advise if anything else is needed, I can be reached at the number listed below.

We appreciate you bringing this matter to our attention.

Sincerely,

Kharia
Mediation Liaison
General Motors
*********************************
Initial Complaint
03/18/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a 2012 ***** Traverse Brand New on 9-1-2012 from Sands Chevrolet in ******** ** and Paid $38,228.61 The Traverse has been Garage Kept and has been Taken to Sands Chevrolet for *********** Changes. On 9-1-2020 we took the Traverse to Sands Chevrolet in for an Oil Change and asked what was leaking. I noticed fluid on my Garage floor. After a Service Technician looked at my Traverse, I had a Service Advisor call me . I was in Total Shock ! He gave me a list of Problems. I needed a (Water pump, New Hoses, Timing Cover was leaking, Oil Pan was Leaking, Need new Control arms, Needed New Engine Mounts, Needed New Front Struts, My AC line from Compressor to Condenser was Leaking.) All this with ONLY ****** Miles on it.I would like General Motors Explain why a Vehicle ( ***** Traverse ) would be built with all these issues and not stand behind their Product. This all happens when the Warranty Expires. Both Model years 2012 & 2013 have the same issues. Why would I even Consider buying another ** product. My **** F-150 has ******* miles on it and purrs like a Kitten still. But it's almost time to look for something new. I know other companies have better warranties and stand behind their product. If you divide the Miles on the Vehicle with the Price I paid about $2.23 cents a Mile. Pretty Expensive to drive and then have to spend another $7,500.00 to Fix. My Wife Like the New Traverse Body Style But cannot Trust in the ** name or even in ***** Dealerships. My last experience with Sands Chevrolet they tried to Bait and Switch with my Extended Warranty wanted to charge me for water pump and engine mounts which i fixed myself and later found out that they were indeed covered. So I got Scammed. Recently I took my Traverse there for an Oil Change and they said my Front Headlight was out. Wanted to Charge me $149.00 to change a $16.00 Lamp. I feel sorry for the people that pay over inflated prices like that. Dealerships are now Charging $5,000 to $10,000 over invoice.
Business response
03/31/2022
March 31, 2022

Better Business Bureau
of ******* & Eastern ********
Attention: Director of Mediation & Arbitration

Customer: *************************
Reference Number: 16912788
General Motors Case Number: 9-7476714162
Mediation Liaison: *****

Dear Director of Mediation & Arbitration:

Thank you for your recent correspondence regarding ************************* and concerns with their 2012 Chevrolet Traverse.

The ******************* Warranty coverage on the 2012 Chevrolet Traverse is 36 months and/or ****** miles, whichever comes first. We regret that because Mr. ******* vehicle is beyond all applicable warranties, General Motors will not be offering any financial assistance at this time.

Additionally, we found that **************** has a third party warranty which is not represented by General Motors. We believe every consideration was given and available information was carefully evaluated before this decision was reached. We will be closing our file based on this research, please advise if anything else is needed. To reach us, please reply to this email or I can be reached at the phone number below.

We appreciate you bringing this matter to our attention.

Sincerely,

************************ Liaison
General motors
*********************************
Initial Complaint
03/17/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a 2020 ***** traverse from GM since December 2020 I kept bringing it there saying something was wrong with the brakes to the dealership they kept telling me nothing was wrong just a few weeks ago my Brakes gave out while I was on the ******* with my kids they told the car and they said they fixed The problem I understand that they fix the problem but they also told me before there was no problem something in the computer system or the electrical in the truck itself is not good I do not feel safe in my car and GM is not trying to help me do anything about it
Business response
03/28/2022
March 28, 2022

Better Business Bureau of ******* & Eastern ********
Attention: Director of Mediation & Arbitration

Customer: *************************
Reference number: 16906837
General Motors Case Number: 9-7466382884
Mediation Liaison: Kharia

Dear Director of Mediation & Arbitration,

Thank you for your recent correspondence regarding ************************* and concerns with their 2020 Chevrolet Traverse. We apologize for any inconvenience they may have experienced.

We are concerned when we learn that one of our customers is dissatisfied. For this reason, we would like a chance to review their concerns.Unfortunately, our attempts to ************************* have been unsuccessful. We have also sent correspondence to the address provided in case. We kindly ask that you make them aware of our attempts to contact them. Until we hear back from either you or *************************, we will be closing out our case.

We appreciate your assistance with this matter.

Sincerely,

Kharia

Mediation Liaison
General Motors
Customer response
03/29/2022
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:I am Not excepting this offer at this time because they said that I am not answering any phone calls and they have no way to get in contact with me and that is a lie The woman who I spoke with who claims she was the highest up for GM told me there is nothing that can be done about my vehicle I dont feel safe in it I cannot even bring myself to putting my kids in that car because something is wrong with the electrical the computer or something in it Im not sure what it is Im no mechanic Im simply just a regular person who spent a lot of money on a product that was c*** and I am not pleased and I am very dissatisfied with the way they handled the whole situation and I would like to persuade this further

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Regards,

*************************
Initial Complaint
03/09/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Please see attachment
Business response
03/22/2022
March 22, 2022

Better Business Bureau
of ******* & Eastern ********
Attention: Director of Mediation & Arbitration

Customer: *******************
Reference Number: ********
Service Request: 9-7424451862
Mediation Liaison: Blake

Dear Director of Mediation & Arbitration,

Thank you for your recent correspondence regarding ******************* and concerns with their 2021 GMC Yukon.

We have completed our review of ************** situation. General Motors has offered ************** a CBGC Protection Plan for 36 months and/or ****** miles, whichever comes first. This Protection Plan will come with a $0 deductible. General Motors has also offered ************** reimbursement in the amount of $1,053.86. They have accepted both offers. Accordingly, General Motors will have these processed.

We apologize for any inconvenience ************** may have experienced and appreciate you bringing this matter to our attention.

Sincerely,

Blake
Mediation Liaison
General Motors
Customer response
03/31/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************
Initial Complaint
03/03/2022
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a 2020 ***** Malibu with 4 miles on it that has multiple repairs attempted on it by the same ***** dealership with no avail. GM rep had said they would buy my car back. I've sent said information. Now no one will contact me. Trying to avoid a lawsuit, but running out of options. This is my second BBB complaint for failure to communicate and unethical business practices. They need their rating reduced as they do not care that their customers are driving around in death traps. I've also spent countless hours on the phone with them and in the dealership, so I would like a full repurchase with no devaluation of the car based on miles, as I've almost been hit twice because of the issue with the car and had to take defensive action to avoid accidents.
Business response
03/07/2022
March 7, 2022

Better Business Bureau
of ******* & Eastern ********
Attention: Director of Mediation & Arbitration

Customer: ***********************************
Reference Number: 16829216
Service Request: 9-7397115443
Mediation Liaison: *************************

Dear Director of Mediation & Arbitration,

Thank you for your recent correspondence regarding *********************************** and concerns with their 2020 Chevrolet Malibu.

We have completed our review of ************************************* situation. General Motors has offered a straight repurchase and they have accepted. This offer was made on the General Motors case referenced as Local Better Business Bureau case number ********. We are currently awaiting more documentation and for the dealership agreeance in hosting the transaction. Once we have everything that we need, we will send his information to the repurchase department where they will work the numbers and give ************************************** the chance to accept or decline their offer.

We apologize for any inconvenience *********************************** may have experienced and appreciate you bringing this matter to our attention.

Sincerely,

Kharia
Mediation Liaison
General Motors

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