Paint chip on door after car wash

[John_chadra1]

I really hope that's what they are doing now.

[Cajun Phil]

I didn't have a choice.... It's the dealers body shop and the only one in town that is "GM Certified." Trust me, I tried to get in the one of my choice but I was shot down. I don't think the shop that's doing it knew how picky I am, but they do now. I was told by the service manager that they will do whatever until i'm happy. At this point, it's looking like a buy back and a new truck. We will see when I get it back again.

 

WOW!!! Sorry you are having so much trouble with the paint shop. I feel very fortunate that the GMC Body Shop that repainted mine did a great job and I am very picky about my truck. My truck is black so the blend was a lot easier and they clear coated all the doors and quarter panels. Good luck on your truck this time. You have a great looking truck with some great modifications.

[John_chadra1]

Well... Finally have her back. I must say, they did a great job the second time around.

 

Don't mind my neighbors house, lol.

 

[Cajun Phil]

Well... Finally have her back. I must say, they did a great job the second time around.

 

Great!!! Truck looks good!

Don't mind my neighbors house, lol.

 

[Dtodah]

I'm having the same issue's. I contacted gm customer care after dealership told me it was a rock chip and car wash damage and won't be covered under warranty. This is ridiculous for a year old truck.

[GMCustomerService]

Hi Dtodah,

 

We're sorry to hear you're having the same issues with your 2014 Silverado. Since you mention reaching out to our Customer Care team, could you please send us a private message with your VIN and case number? We'd be happy to review your case further and check for any new developments if interested. Hope to hear from you soon.

 

Sincerely,

Eddie A.

GM Customer Care

[Robert.jean1]

That looks fantastically outstanding!! I could use more words but those two together should relay my point as intended.

Well... Finally have her back. I must say, they did a great job the second time around.

 

Don't mind my neighbors house, lol.

 

[SULLVERADO]

my truck just rolled 12,000 KMS and i have 3 paint chips on each door, very sad lol 2014 LTZ never leaves the pavement, Sad day for my rainforest green baby. I will reach out to the dealer

[waterdog]

Our 2014 Silverado was roughly 16 months old with 10,000 miles when we first noticed a chunk of paint missing from the bottom of the passenger door (roughly the size of a nickel or dime). At first I thought something had hit it to chip the paint off but close inspection showed all the primer was perfectly intact and there was no door ding or dent in the area.

 

We have side steps which help protect from rocks and there is the “anti-chip” paint treatment just below it this area (isn’t that odd, the paint chips away from the “anti-chip” area). After observing things for awhile, the area was getting larger and larger and about the only thing I can think of is just normal car washes and drying it off is causing more little chips of paint to fall off. This vehicle doesn’t go off-road or travel any dirt/gravel roads.

 

I did some research and found out about PIT5313A (although the latest version is now PIT5313C). So I go to the dealership where we purchased the truck and to the body shop manager. He comes out, takes a look at it and states that he’s seen a few trucks with the same issue and they repainted roughly the bottom 1/3 of the door. I asked if it was always the passenger front door and he said no and went on to mention that he did one truck and the guy was back about 3-4 months later with the same issue on a door on the other side.

 

I continue walking him down this road. Do you know what was causing this problem on his truck? Nope, just repaint the lower portion of the door and sent him on his way. Do you have any theory on why the primer is perfect but the paint is chipping away? Nope, maybe it is just getting sprayed too thin (which, as a side note, I’d agree with because the thickness of the paint/clearcoat is really thin). I express my concerns that just painting the lower portion of my door doesn’t mean I won’t be coming back several more times as other doors start peeling. I didn’t spend ~$42k for a truck that needs it’s panels repainted on a regular basis and what am I supposed to do when I get beyond the standard 3yr/36k warranty? Heck, I’m having too many problems getting this door fixed and it is within warranty!

 

I fill him in on PIT5313, he looks it up and says that they are supposed to run 2” masking tape just above the “anti-chip” area and then pull it off quickly to see if the paint pulls off any of the other panels. Did he do that with the other truck which was in twice for repainting? Nope. He goes out to do this test on our truck and the other three doors don’t peel any paint. He and I agree about not being sure of the validity of this test without cleaning the area of all the stuff which may affect the masking tape from sticking (wax, grease, dirt, silicon, etc). He says they will degrease those areas and retest when the vehicle comes in to get the warranty work done. He agrees that PIT5313 calls for a full repaint of the door which would require blending into the fender/rear door. He says GM doesn’t specify that and isn’t compensating him to do that. With him knowing we plan on keeping the truck 8-10yrs, he’s concerned about his shops “Lifetime ownership warranty” on all their paint/body work. Since he doesn’t know the root cause, how far do they have to strip it down to ensure a quality repaint (all the way to the metal?).

 

I explain that my concern is with the adhesion between the base coat and primer and that I’m concerned it isn’t limited to the just the small area above the “anti-chip” treatment (since I’ve seen how easily the rest of the vehicle gets rock chips compared to our previous Silverado). I also stated that since they require a full door repaint – this too indicates agreement that the paint integrity of the entire door is in question. I’ve seen no explanation to the official underlying cause and why/how the paint to primer adhesion issue is related to the “anti-chip” area and not the rest of the vehicle? My suspicion is that with time, a rock chip or a deep scratch and the paint will start peeling on any panel of the truck. He says there is nothing he can do/suggest and that I should have to call Chevrolet.

 

Time to call a Chevrolet rep and you know this is a painful process. First call taker hits me with lots of useless questions before agreeing to transfer me to a Senior Representative. After holding on the phone for 20 minutes, she promises to call me back when she can get a Sr. Rep on the line because they are experiencing very high call volume (that’s not a good sign! A company makes the most money when its’ call center people have NOTHING to do). About 1.5hrs later, I get a call back and am connected to the Sr. Rep.

 

He gets a basic run down of the situation and asks why I’m not satisfied with the dealerships offer to repaint the door under warranty? I indicate that I can’t explain or negotiate what will make me a “happy customer” without talking to someone who understands the underlying cause of the paint peeling. Without knowing the cause, I can’t know whether it’s been fixed or if the repaint won’t stick any better than the factory paint – i.e. I’m only getting a temporary fix until it starts peeling again (which I’m sure they’re hoping is after warranty runs out). He doesn’t understand my concern and I ask him if he knows when my truck was built – yes, he does Dec ’13. I ask him if he knows where it was built – no he doesn’t. He wasn’t able to correlate the Z designation in my VIN to Ft. Wayne, so I provided that info. I ask if that helps him any with understanding my problem and it doesn’t. I tell him to look up PIT5313C and he can’t find anything in his system! Apparently, the onus is on the customer to research problems with their vehicle, capture that data, bring that data with them to the dealership and/or when they call Chevrolet/GM and educate their representatives on known issues with their product.

 

I can’t believe GM’s Customer Service Reps don’t automatically have access to all recalls, bulletins, service notes related to each VIN for a call case they are working. When they open a case #, the VIN should be used to populate tabs which would allow them to quickly and easily assist the customer with information from their knowledge base. Whether they are organized by recalls, bulletins, service notes <or> brakes, engine, interior, paint, etc is an implementation decision.

 

He’s going to give a call to the dealership’s Customer Experience Mgr and have him get in touch with me to see what we can work out for a resolution. I honestly have no expectation of satisfaction or being a happy Chevrolet customer again.

 

We’ve been diehard Chevy NASCAR fans for 30 yrs. A few months ago I got rid of our 35^th Anniversary 2002 Camaro T-Top which had the bad welding paste which seeps through the roof paint – for almost 14 years that paint wept and wept. You could wash/detail this car and a day later it is weeping oily spots along the roof welds. The Chevrolet dealer where she bought it never wanted to fix it, didn’t accept responsibility for it – so she gave up, stopped driving it, traded her S-10 for a Silverado, made that her daily vehicle and the Camaro sat and sat and sat. I didn’t come into the picture until the vehicle was almost 5yrs old (garage kept and only 12k miles) – Chevy/GM played the “out of warranty” card even though they now knew this was a documented manufacturing defect. Her 2006 Silverado was a good truck but considering two of the last three we bought had major paint issues … I thinks this Silverado may be on our last Chevrolet. I recently traded our Camaro (14 yrs old with 35k miles) for a Toyota Avalon Limited (instead of a loaded Lumina).

 

Sorry, back on topic … if they only paint one door panel, then, at a minimum, I need an extended warranty just for “paint peeling” to protect us past the basic 3yr/36k miles. I’m pretty sure that this thin paint will peel away from the primer on any/every panel of the truck. The wife thought she’d love this Silverado as much as her last one, for 8yrs/65k miles but it isn’t looking good.

 

I was promised either the Chevrolet Customer Rep or the Customer Experience Manager from the dealer that sold us the Silverado would be in touch by Wednesday, 11/4. Nope, didn’t happen – evidently, we as the customer have to initiate, follow up and drive the process for resolution of their known defects under warranty.

 

Called Chevrolet Customer Service on 10/30 to create case #.

Called back on 11/4 – haven’t heard anything back.

Called back again on 11/5 – haven’t heard anything back.

Still haven’t heard anything and it is 11/10.

Does anyone think GM, Chevrolet or the Dealership even care?

 

I’ve seen GM reps jump in on other threads regarding this same issue … sure could use some help from someone who understands how this “paint peeling at the ‘anti-chip’ area” phenomenon, how it is affecting customer satisfaction and loyalty. I’m having flashbacks to the paint peeling of the 80’s/90’s L Unfortunately, my hunch is no GM or Cheverolet rep will care or try to help their customer.

[waterdog]

3 weeks since I sat down with the Dealership Body Shop manager ... haven't heard a word since.

2 weeks since I called and opened up a case # with Chevrolet ... haven't heard a word since.

 

Anybody have any suggestions on how to escalate this to get a warranty repair for a known/documented manufacturing defect?

 

I honestly can't recall the last time a company just flat out ignored their customers for a warranty claim/repair. Guess I'm going to have the wife get rid of her GM Mastercard because, the way this is going, we'll never buy Chevy again after getting ripped off on a $42k truck!

[mrbadwrench]

Waterdog -

 

The paint issue affects only the lower portion of all 2 (or 4) doors and the lower portion of the bed. If measured, this is approx a 6" strip starting at the top of the chip guard and moving up.

 

The rest of the truck will not experience paint problems. So you can at least relax there.

 

If you have one door with flaking paint, you should anticipate and expect that the whole truck will eventually exhibit paint failure in the area I have described.

 

Using a pressure washer, I was able to "advance" the paint failure on all of the affected areas, which qualified me for a whole truck repaint. Food for thought.

[waterdog]

This is a hilarious new low for Chevrolet. Mike Hewlett (Don Hewlett Chevrolet dealership part owner) is taking the position that they will only deal with the wife on any/all warranty repairs, phone calls, conversations and meetings because she is the owner in their database. I guess they figure that they can out-talk, out-wit and take advantage of a woman. Never heard of that before. Wow.

[sprayed99]

This is a hilarious new low for Chevrolet. Mike Hewlett (Don Hewlett Chevrolet dealership part owner) is taking the position that they will only deal with the wife on any/all warranty repairs, phone calls, conversations and meetings because she is the owner in their database. I guess they figure that they can out-talk, out-wit and take advantage of a woman. Never heard of that before. Wow.

Texas is a community property state. So if she is your wife then you, by law, are half owner of the vehicle regardless if it is in her name. I doesn't matter if it says Peter Pan is the damn owner in their database your wife doesn't have a warranty the damn truck does. I personally would have contacted an attorney by now to draft a letter and I would hand deliver it to the GM of the dealership.

[waterdog]

Texas is a community property state. So if she is your wife then you, by law, are half owner of the vehicle regardless if it is in her name. I doesn't matter if it says Peter Pan is the damn owner in their database your wife doesn't have a warranty the damn truck does. I personally would have contacted an attorney by now to draft a letter and I would hand deliver it to the GM of the dealership.

Thanks for your reply sprayed99.

 

Considering I've taken the vehicle in for all the warranty maintenance so far ... they are just drawing a line because I'm making their life difficult, so in return, they are trying to make this more painful for us (the owner, consumer) knowing we'll both have to take time off work for any progress to be made. Or this is the dealership's way of saying "take it somewhere else".

 

I'm going to check the warranty terms to see if there is anything that states only the owner can negotiate repairs under the warranty. I'd think that, in many instances, a more knowledable person may represent the owner in negotiations to be sure it is being properly repaired for something they don't fully understand (as in this case where GM won't say what the underlying cause for the lack of paint adhesion to the primer is). So I don't know what their response will be if I was to show up with a notary stamped document where she delegates to me the authority to negotiate her warranty repair. Unfortunately, they have already stated that if I hire an attorney, then all further communication has to be between the attorney and GM legal. I'm pretty sure that the other avenue is arbitration (but I'll have to check the warranty terms to see very that or see how to get that rolling).

[sprayed99]

Thanks for your reply sprayed99.

 

Considering I've taken the vehicle in for all the warranty maintenance so far ... they are just drawing a line because I'm making their life difficult, so in return, they are trying to make this more painful for us (the owner, consumer) knowing we'll both have to take time off work for any progress to be made. Or this is the dealership's way of saying "take it somewhere else".

 

I'm going to check the warranty terms to see if there is anything that states only the owner can negotiate repairs under the warranty. I'd think that, in many instances, a more knowledable person may represent the owner in negotiations to be sure it is being properly repaired for something they don't fully understand (as in this case where GM won't say what the underlying cause for the lack of paint adhesion to the primer is). So I don't know what their response will be if I was to show up with a notary stamped document where she delegates to me the authority to negotiate her warranty repair. Unfortunately, they have already stated that if I hire an attorney, then all further communication has to be between the attorney and GM legal. I'm pretty sure that the other avenue is arbitration (but I'll have to check the warranty terms to see very that or see how to get that rolling).

 

what you are missing is, if you are in fact married....YOU ARE THE OWNER!

 

I would take it to a different dealership...In fact I'm wondering why you haven't done so already.