Need to vent about GM Certified Pre-Owned Warranty

[Matt_]

This'll be like that movie where you see the ending first, then get the story. It's been a while since i've posted here (for no reason other than i've been out of a GM vehicle for the past few years, until last August), and really need to vent.

Just got a call from the service department that has my Yukon, and after talking to the GM CPO rep, they confirmed my heating actuator is not covered under warranty. I didnt ask for confirmation, I asked them to clarify "why", because it should be

rewind

Purchased my CPO 2012 Yukon XL back in August. Flew out to Ohio to buy it, and one of the big selling points was the CPO warranty. Honestly the drivetrain warranty i could care less about, it's the 12month/12,000 Bumper to Bumper that i was interested in for once I found out which knicknacks weren't working that was bugging the previous owner.

Sure enough, two issues I noticed after a bit of driving... the moisture in both headlights, and the passenger defroster doesn't work very well (low airflow).

So i put almost 5k miles on it and schedule my first of 2 oil changes that also come with the CPO vehicles. Good news, the headlights are covered. Then i'm told that the defroster isnt working because one of the heating actuators isn't functioning properly, but that it's not covered under CPO warranty and the repair is around $1200, BUT they can help me out and do it for $900

Here are the parameters for the bumper to bumper warranty from GM CPO website

 

 

 

 

 

Bumper-to-Bumper Limited Warranty

You can feel confident in your decision to buy a Certified Pre-Owned Vehicle from Chevy, Buick or GMC. Each vehicle comes with the security of our Certified Pre-Owned 12-Month/12,000-Mile2 Bumper-to-Bumper Limited Warranty in addition to any remaining original factory Bumper-to-Bumper warranty, all with a $0 deductible.

What's Included

Almost every part of our vehicles is covered under the 12-Month/12,000-Mile2 Bumper-to-Bumper Limited Warranty (excludes normal wear and maintenance items). See below for the list of exclusions.

What's Not Included

Tire damage or wear

Damage due to bedliners

Damage due to accident, misuse or alteration

Collision, fire, theft, freezing, vandalism, riot, explosion or objects striking the vehicle

Misuse of the vehicle such as driving over curbs, overloading, racing or other competition. (Proper vehicle use is discussed in the owner manual.)

Alteration or modification to the vehicle, including the body, chassis or components, after final assembly by Chevy, Buick or GMC.

Coverages do not apply if the odometer has been disconnected, its reading has been altered, or mileage cannot be determined.

Damage or corrosion due to environment, chemical treatments, and/or aftermarket products

Damage due to insufficient or improper maintenance

Damage due to contaminated or poor-quality fuel

 

 

Now the service adviser has been a good dude, so i'm calm with him. I find out that he puts the part number into a system and that tells him if its covered or not. OK, no problem, I'll call GM CPO customer service and get to the bottom of this.

Call last night, explain the issue, get a case #, and they say they'll call the dealer in the AM. Cool, feeling pretty good now

Get a call right before I leave work, its the dealer. Service adviser tells me that the rep called, and "confirmed" the part isnt covered . I think the dude feels bad, because now he drops the price down to $599 (i used to be a tech, i know how "book time" vs "actual repair time" work.... and have no heartburn, there were jobs that I was able to do in half the time after i was experienced too).

But now it's a matter of principle. How the hell is a heating actuator excluded from CPO bumper to bumper warranty? I called back and followed up with an E-mail, and waiting to hear back from the GM CPO rep again.

Now, worst case they tell me to go pound sand... do I spend the $600, or try to do it myself. Really torn here. Since I had the warranty I didn't bother looking into it myself, so i'm not sure if this actuator will take mean hour to replace, or four. I'm guessing there's a trick to getting to it without having to take the dash out based on how much the dealer dropped the price for me...

[Heavy 5.7]

"How the hell is a heating actuator excluded from CPO bumper to bumper warranty?"

 

My money is on normal wear.

[O_J_Simpson]

Most CPOs are turds. People get rid of them for a reason. Even worse are GM program vehicles. Those are buy backs.

[Matt_]

"How the hell is a heating actuator excluded from CPO bumper to bumper warranty?"

 

My money is on normal wear.

 

By that logic, almost nothing would be covered. This warranty is supposed to protect you for 12months as if you bought a brand new vehicle. Your window stops going up and down, your seat motor stops working, your hvac stops working within your new vehicle bumper to bumper warranty period and youll be fine calling it "normal wear"?

 

Not talking about pulsing brakes, a tire vibration issue, or something of the sort.

[KARNUT]

Ive bought a few CPOs, good warranties on deprecated vehicles, so I would disagree with most CPOs are turds. The neat part is you can trade often your not upside down like when you buy new.

[Matt_]

Ive bought a few CPOs, good warranties on deprecated vehicles, so I would disagree with most CPOs are turds. The neat part is you can trade often your not upside down like when you buy new.

 

Its been a good vehicle so far. Lots of people like swapping vehicles every 5 years

 

Other than the headlights (which they replaced) and the passenger side defrost, it's been solid.

[KARNUT]

I usually trade every two or three years otherwise I'd buy new. The wife five to ten years. I'm retired now so I'm working on that character flaw, I'm shooting on three to five years.

 

 

Its been a good vehicle so far. Lots of people like swapping vehicles every 5 years

 

Other than the headlights (which they replaced) and the passenger side defrost, it's been solid.

[SouthernSilveradoGuy85]

My advice is since you say you used to be a tech, I'm assuming you could do the repair yourself so why not just buy the part and save even more money since it's coming out of your pocket anyways? Maybe you don't have time, but I've just always done things myself if I know how too do it to not only save money but know that it was done how I'd want it done.

[SILVER SLED]

Sure it's not the other way around. Moisture in the headlights is not covered, an actuator would be.

[Matt_]

My advice is since you say you used to be a tech, I'm assuming you could do the repair yourself so why not just buy the part and save even more money since it's coming out of your pocket anyways? Maybe you don't have time, but I've just always done things myself if I know how too do it to not only save money but know that it was done how I'd want it done.

 

That's the plan now. I have 4 kids and do a lot of volunteering outside of work so my time is limited. It was nice thinking I could have something fixed under warranty, I can't remember ever dropping a vehicle off and picking it up when it's done... wanted to know what it feels like! Lol

 

 

Sure it's not the other way around. Moisture in the headlights is not covered, an actuator would be.

New headlights are already installed.

[SILVER SLED]

pm me your vin if you don't mind.

[Colossus]

 

 

That's the plan now. I have 4 kids and do a lot of volunteering outside of work so my time is limited.

you my friend need to get away from a lot of volunteering. Some is good, not a lot. You get old faster if you keep yourself busy all the time.

[Matt_]

you my friend need to get away from a lot of volunteering. Some is good, not a lot. You get old faster if you keep yourself busy all the time.

 

I've been tapering off, especially as my kids are getting beyond the toddler stages and want to do more activities on the weekends. This particular time of year is tough though because I mentor a high school robotics team, and January through March is their core season.

[O_J_Simpson]

Sure it's not the other way around. Moisture in the headlights is not covered, an actuator would be.

Not sure why headlights would not be covered. There was a design defect and GM replaced a bunch under warranty.

[SILVER SLED]

Not sure why headlights would not be covered. There was a design defect and GM replaced a bunch under warranty.

Trim pieces, even if falling off are not covered, light bulbs are not covered, wind noises and water leaks are not covered. I've never seen a headlight with a bad seal covered even if it causes moisture in headlight. I've never heard of a moving part that has a function not be covered under certified.