Complaints

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 8th,2024 I took my 2021 GMC ****** to the local ***** dealer because the check engine light was on. It had come on before but would go off before I could get in in to check. They checked it said transmission needed replacing so I told them to contact my extended warranty company. The warranty company refused to fixed said it was a pre existing condition(this took approximately 3 weeks) So I told the dealership to fix it. Ask if I needed to pay first they said no. Since then I was told a few times the transmission was on the way but it never came. I would try and stop by the dealership when I could borrow one of my familys car to check progress but mostly call. I also opened up a line of communication with GM customer service in ******* about my disappointment in the product ( my trucks 1st set of tires lasted ****** miles and the transmission only ******). They agreed to discount 1/2 the price of new transmission (thank you GMC!!) I have not received any communication from the dealership in almost 2 months. I get a weekly call from ******* but its the same your a valued customer and the parts on back order Next week it will be 4 months without my truck. My father that lives in ********** has been in and out of the hospital since Aug 2023 and I had to drive back and forth (300 miles one way) to help take care of him and Im writing this in his home now and Ive had to rely on family members to help me get back and forth. The local dealership says they dont have loaners and Detroit said I could rent a car , pay for it and she would try to comp it when the transmission work is done and payed for. I dont think I should be financially responsible for them not being able to supply parts to fix my truck. All my oil changes and transmission services were done on schedule. Detroit just called while I was typing this complaint and once again had no answer or remedies but yet they finish the call saying remember you are the best part of GMC. NOT !!

  Business response

  08/01/2024

  We regret the transmission for ************ is on national back order and we certainly understand his frustration.  We have done a national search and called dealers to see if the part was available for us to purchase but have not been able to obtain the part. This is a national backorder from GM and no parts are available for us to purchase to repair the vehicle currently.  My service director and I have personally spoken to GM representatives in the region and made them aware to try to get assistance. The reality is that the part is not available and as soon as it is we will have one shipped to us. We know this is an unusual situation,but this is something beyond our control. We will continue to work to obtain the transmission get ************** vehicle repaired as soon as possible. GM has, according to the complaint, offered a 50% discount and rental assistance on a non-warranty repair.  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Silverado just a couple years ago, over this past weekend I found a leak. After removing 4 bolts I found the oil cooler lines were leaking oil. I found a bulletin posted by ***********************************************************. I called my local dealer and they advised that based on the bulletin if my truck vin was included then there was a good chance GM would pay for the repair even though Im out of my warranty by roughly 4000 miles and 2 months. So I brought my truck up there and they confirmed my diagnosis and submitted everything to GM and they advised they would charge me ******* but Gm would pay part bringing my total to ****** out the door. He mentioned the original bulletin screen shot I gave was not for my vehicle so after researching further and speaking with Gm I found the link I provided above which says its for ** customers not just ****** and ******. My concern is if this bulletin was published and my truck has the exact problem outlined why wouldnt a full approval of been done. I called and talked to the ***** ** location where u bought my truck. They advised they would cover the cost of the whole repair. And that they were confused why the ********** location wouldnt take care of it cause they have the same resources.. I picked up my truck from ****** and they charged me 200 dollars just to take 4 bolts off and see the leak.. I would like this amount refunded, this is poor business practice. Please let me know if I can provide any more information

  Business response

  02/22/2024

  We understand it doesn't make sense sometimes why a one dealer can do a repair under warranty and another may not be able to file the warranty the same way. In this case the warranty request was sent to Chevrolet to get an exception to try to help ******************. You can see the response attached from Chevrolet the coverage is as ****************** has stated. If Chevrolet in ***** will repair the vehicle at no cost there would goodwill applied for from warranty that the selling dealer would be able to access that we cannot on this claim. Chevrolet will allow this when a customer has purchased the vehicle from the dealer and has a history at a particular dealership. The dealer has to have documentation of this to obtain warranty coverage for out of warranty claims. We would be willing to extend ****************** a $100 credit to be used in our service department for any repair or maintenance he may need in the future to hopefully be able to build a relationship with him as his local dealer so in the future we may be able to help him in situation such as this one.   

   

  Customer response

  02/22/2024

   I am rejecting this response because:
  
  I dont believe I would trust bringing my vehicle to a location that is being dishonest. ***************************************************************************************************************** to purchase a vehicle 

  Business response

  02/27/2024

  We have communicated what Chevrolet warranty has offered and provided documentation of the response directly from the factory. We can only warranty what Chevrolet has approved. We are happy to honor the original response but that is all we can to do in this matter.  

  Customer response

  02/27/2024

   I am rejecting this response because: as I previously have stated as well this is poor business practice. You provided a document claiming it was from GM but the ***** location has the same company they go to for this type of work. ****** was not an advocate for the customer instead tried to take as much money as possible. 

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩