BBB Arbitration

Jonathan Johnson · May 5, 2015

Has anyone here been through an arbitration with BBB for the issues they are having with their trucks?

I love my 2014 Sierra but with all the issues with headlights, transmission (sluggish, shifts hard), suspension (or something ) making loud noises when wet, weird chirping noise when accelerating and the list goes on I am tired of them either telling me that can't find the issue or that " it's supposed to do that". II have had the truck for over a year and it's been a headache since day 1. Should have dropped it back off then. I feel like I bought a used vehicle instead of a brand new one. Also not to sound stupid but the whole "honeymoon" phase of buying a new vehicle was stripped away from the experiences I have had. I would say it would not be such an issues if they would just fix the dang thing.

I am trying to find all the PITs out there from GM but seem hard to locate them. I want to put everything together and be able to hand it over to the arbitrator. Any help locating these would be appreciated. I have some PITs, the recalls, and all my services just trying to get more info before I walk in.

scott19677 · May 5, 2015

Document EVERYTHING! Mine didn't reach the point of BBB. And be careful of an offer of a "BUYBACK" from GM. All buybacks are not created equally. After going down and picking out a new truck and letting the dealer work on all the paperwork. Fast forward one month when Im sitting in the" sweat box" I come to find out that what I really was getting was "trade in assistance". Since I was trading up into a better truck and wanted to put all the crap to rest I went along with it. Good deal? I guess so? I had already lost enough on my last trade. I bought one of the very first 14s when they came out. Total turd it was. I just wrote it off as new model bugs. Ten months later I traded it in for a "better" one. FAIL. Six months later and after a lot of time on the phone I get the "buyback" offer. But like you said about the "honeymoon". Your exactly right. Every time my first two new Silvys were at the dealer I kinda felt like someone was sleeping with my girlfriend. Worst part was EVERY time I was In a rental car all I heard from my neighbors was " Did you trade your new truck in again?. Just leave you with quote from the X Files- " TRUST NO ONE" lol. Good luck.

First 2014

Second 2014

Finally got a good one.

nards444 · May 5, 2015

Good luck. BBB doesnt carry any sort of legal action, just give them a negative rating. Ive been through it a few times on other things. I knew it wasnt going to get me anything, but it was my last resort and wanted to stick it to the company(local) as much as I could.

If you want true action I would suggest hiring a lemon law lawyer or contacting Gm about the buy back program. Im not saying you are not witnessing anything, but a lot of that you are describing are ghos type items. End of the day you can have all the TSBs you want and your own complaints, until you have somebody actually diagnose the problem and have record of it, theres not much you are going to get in return.

In reality we have all been through this with something we have bought. Sometimes its better to just dump the item and move on.

Good luck. BBB doesnt carry any sort of legal action, just give them a negative rating. Ive been through it a few times on other things. I knew it wasnt going to get me anything, but it was my last resort and wanted to stick it to the company(local) as much as I could.

If you want true action I would suggest hiring a lemon law lawyer or contacting Gm about the buy back program. Im not saying you are not witnessing anything, but a lot of that you are describing are ghos type items. End of the day you can have all the TSBs you want and your own complaints, until you have somebody actually diagnose the problem and have record of it, theres not much you are going to get in return.

In reality we have all been through this with something we have bought. Sometimes its better to just dump the item and move on.

Jonathan Johnson · May 5, 2015

Yeah I have heard the "buyback" program you screwed on. Some type of usage rate that is astronomical. I wouldn’t mind for them to fix the truck so I can move on from the issues but they can’t even do that. Glad to hear you got your issues somewhat resolved on the third try Scott.

A few of the issues I am having the dealership stated it won’t get fixed unless more people complain about it. They even had a GM engineer come out and replicate the issue but did nothing to fix it.

At this time I wanted to start with the BBB because they deal with the lemon law and can help with arbitration. If it comes down to it the next step will be the lawyer and see what kind of case I might have.

I mean heck fix the truck, or give me one that works. I was offered a $250 GM accessories credit. Heck I paid 150 just to get the headlights fixed so I could drive a year ago. It has just been horrible customer service from GM. I would just trade the truck in put the being upside-down from what I have seen is not an option.

nards444 · May 5, 2015

Yeah I have heard the "buyback" program you screwed on. Some type of usage rate that is astronomical. I wouldn’t mind for them to fix the truck so I can move on from the issues but they can’t even do that. Glad to hear you got your issues somewhat resolved on the third try Scott.

A few of the issues I am having the dealership stated it won’t get fixed unless more people complain about it. They even had a GM engineer come out and replicate the issue but did nothing to fix it.

At this time I wanted to start with the BBB because they deal with the lemon law and can help with arbitration. If it comes down to it the next step will be the lawyer and see what kind of case I might have.

I mean heck fix the truck, or give me one that works. I was offered a $250 GM accessories credit. Heck I paid 150 just to get the headlights fixed so I could drive a year ago. It has just been horrible customer service from GM. I would just trade the truck in put the being upside-down from what I have seen is not an option.

I had an 07 silverado that was complete garbage. water leaks, poor performance, rattling etc. It went to the dealer over and over. Called GM and just wasnt getting anywhere. It got to the point with my time and possibly getting a lawyer etc, by the time it all worked out and even if in my favor the money and time just wasnt worth it. Ended up dumping it on a trade for a Ford, grand scheme it ended up saving me money by just getting rid of it.

Another option is maybe try another dealer.

scott19677 · May 5, 2015

I did not have to pay any usage rate or anything. Just some loss but they gave me around nine thousand in trade. They didn't even look at the old truck when I went to pick up my current one. Funny story tho. On the red truck I had cut out the factory exhaust and installed a 14 inch Magnaflow with immediate duel turndowns. LOUD!!. So as I was getting out my good floor mats from the red truck to put in the new one and ready to drive off I see a service tech get in the red truck to pull it around back. SO, I wait for him to start it up to watch his expression. He nearly shit his pants with a look of shock and quickly shut the truck down thinking something was wrong. LMAO as I ride off into the sunset. Literally! I guess you had to be there LOL.

Jonathan Johnson · May 5, 2015

I did not have to pay any usage rate or anything. Just some loss but they gave me around nine thousand in trade. They didn't even look at the old truck when I went to pick up my current one. Funny story tho. On the red truck I had cut out the factory exhaust and installed a 14 inch Magnaflow with immediate duel turndowns. LOUD!!. So as I was getting out my good floor mats from the red truck to put in the new one and ready to drive off I see a service tech get in the red truck to pull it around back. SO, I wait for him to start it up to watch his expression. He nearly shit his pants with a look of shock and quickly shut the truck down thinking something was wrong. LMAO as I ride off into the sunset. Literally! I guess you had to be there LOL.

That is awesome. Hopefully I will have a similar story. Well at least the driving off in the sunset with something good.....

Spurshot · May 5, 2015

Has anyone here been through an arbitration with BBB for the issues they are having with their trucks?

I love my 2014 Sierra but with all the issues with headlights, transmission (sluggish, shifts hard), suspension (or something ) making loud noises when wet, weird chirping noise when accelerating and the list goes on I am tired of them either telling me that can't find the issue or that " it's supposed to do that". II have had the truck for over a year and it's been a headache since day 1. Should have dropped it back off then. I feel like I bought a used vehicle instead of a brand new one. Also not to sound stupid but the whole "honeymoon" phase of buying a new vehicle was stripped away from the experiences I have had. I would say it would not be such an issues if they would just fix the dang thing.

I am trying to find all the PITs out there from GM but seem hard to locate them. I want to put everything together and be able to hand it over to the arbitrator. Any help locating these would be appreciated. I have some PITs, the recalls, and all my services just trying to get more info before I walk in.

I went thru a BBB arbitrated buy back on my 98 Silverado. As near as I can recall, you file a claim and wait for a hearing. I think you had to submit the substantiation at application....but I could be wrong.

When went to the hearing, GM attended via phone. It was one person. The arbitrator and the recorder were there in the room.

I was allowed to present my substantiation. I had 3 dealer records for repair in the first hearing, along with my notes of phone conversations with GM customer service. I kept good records of those calls.

The GM rep debated certain points. I was allowed to counter his claims, which I did by referring to my records.

GM offered to get their engineering specialists involved and give me an extended driveline warranty. I accepted their offer and took it to the dealer and told them where I was taking it. The dealer called me a day later and said it was fixed. When I picked it up, I asked the service manager if GM engineering had contacted him. They had not. I called the GM customer service line and asked them to pull my file. They did. I asked where the engineering support was. They said there was nothing in the file on that. I asked about the extended driveline warranty. Again, nothing.

The problem returned.

I filed another case with BBB, waited a month for a hearing. I presented exactly the same material plus one more repair record and my notes from the last hearing with the offer for extended warranty and engineering support for the repair. The same rep denied making those offers. The arbitrator was the same person. He recalled the offers and concurred with my notes. He ruled to have the truck bought back. Every penny from actual cost, tax, license, etc. was paid back. I had driven it for 20,000 miles and paid only for gas and insurance.

Jonathan Johnson · May 5, 2015

I went thru a BBB arbitrated buy back on my 98 Silverado. As near as I can recall, you file a claim and wait for a hearing. I think you had to submit the substantiation at application....but I could be wrong.

When went to the hearing, GM attended via phone. It was one person. The arbitrator and the recorder were there in the room.

I was allowed to present my substantiation. I had 3 dealer records for repair in the first hearing, along with my notes of phone conversations with GM customer service. I kept good records of those calls.

The GM rep debated certain points. I was allowed to counter his claims, which I did by referring to my records.

GM offered to get their engineering specialists involved and give me an extended driveline warranty. I accepted their offer and took it to the dealer and told them where I was taking it. The dealer called me a day later and said it was fixed. When I picked it up, I asked the service manager if GM engineering had contacted him. They had not. I called the GM customer service line and asked them to pull my file. They did. I asked where the engineering support was. They said there was nothing in the file on that. I asked about the extended driveline warranty. Again, nothing.

The problem returned.

I filed another case with BBB, waited a month for a hearing. I presented exactly the same material plus one more repair record and my notes from the last hearing with the offer for extended warranty and engineering support for the repair. The same rep denied making those offers. The arbitrator was the same person. He recalled the offers and concurred with my notes. He ruled to have the truck bought back. Every penny from actual cost, tax, license, etc. was paid back. I had driven it for 20,000 miles and paid only for gas and insurance.

Thanks for the info spurshot. I have the arbitration this week and trying to gather all info that I can to bring to them.

I am going to try and use my issues along with the multiple accounts of others stating the same issues. The reason I was looking at this was because I have been getting the run around on the same comment "it’s suppose to work that way". The main time they use that line was the transmissions sluggishness. I have almost been in multiple wrecks due to the lack of responsiveness. I would assume GM would not want to be in any other lawsuits due to their faulty equipment or mis-programmed. But again what do I know………

I just wish companies in general would stand behind their product these days. Most just try and swindle their way out of fixing obvious issues. I mean hack the headlights alone should have not even bee thought to be ok to release to the public on these trucks.

nards444 · May 5, 2015

Some food for thought. It might be wise to get a third party to look at the truck and verify the concerns. The one hole I see in your case is its your word vs theirs. You can have records saying that you brought in 1000 times, it doesnt mean anything legally unless a certified professional mechanic has found it and annotated it. My guess is you to arbitration and without evidence of problems, theyre going to give you well fix it speech.

Alfieboy · May 7, 2015

BBB is useless try to deal with gm or dealer directly...way better outcome

Ron.s · May 7, 2015

i am in the middle of a BBB filing so don't know the outcome yet. GM has agreed to arbitration of these claims by a third party so it's cheaper than hiring an attorney but maybe not just as effective. The BBB will provide you with your States Lemon law requirements so you need to make sure you qualify. Most require that you have made four trips to a dealer on a repair and they have failed to fix it. Not a bunch of problems accumulated but specific ones not corrected. Also the issue must reduce the value of your vehicle.

I have been surprised at what I consider dishonesty in recent conversations with two GM people. Apparently they will say things to discourage the claimant and aren't above stretching the truth. The District manager makes the decisions leading up to Arbitration and may set the tone for interaction with the customer.

I just wanted my issues fixed but GM has to approve dealer diagnosis/repairs of many issues. Those they deem normal will not get approval. There must be a lot of complaints because I think the GM interaction is shallow and superficial. They have ignored pictures and videos of my Intellilink issues, Nav; iPod; Phone. This ILink problem was created by a software update and could easily be corrected. Since no error codes are tripped GM's position is that it's operating as designed. Makes my position easy to defend since I have evidence. The famous Clunk and erratic shifts are more difficult to prove. But the dealer has never checked anything because GM has a bulletin saying its normal. I can clearly see how GM got into all the safety issues in the past, some of the "cover up" mentality still remains.

hurricanoday · May 7, 2015

Where is this bulletin saying that a clunk and erratic shift is normal? do you mean #PI1450: saying that if there is a clunk to replace the tranns?

There is also a tsb out talking about whine, which I just got call from my dealer (without complaining) and 2 hours into the shop they said they confirmed it and the parts were on order.

I'm not calling anyone a liar or saying your truck isn't broke, but I just don't believe that multiple techs and dealers say there isn't a problem when there really is. It isn't like these techs are secret gm spies that tell people there trucks are perfect when you bring it in and it is clunking driving down the road.

Dealers/techs actually make money fixing gm cars/trucks

51 ashton · May 7, 2015

I know how you feel. Lifes to short to mess around. I was looking at my options. BBB, lemmon law, buy another brand. The first two looked good but has long drawn out processes that all i want to do is to forget the experience and the emotions that go with it. Tommorrow i take delivery of another brand. I may end up with the same type of issues but i dont know. What i do know is that GM will never get another nickel from me unless of coarse its another goverment bail out.

Mods/admins delete my account. That way i wont be labeled as a troll. My business here is finished

Bvonscott · May 7, 2015

^^^ There are actual real trolls that get paid to smear other brands on the internet since it will be there forever.

Also in reading and replying to posts on this forum and others, I have come to the conclusion that most people don't have any real problems, but have a lack of understanding or knowledge of the vehicle they are driving. I am pretty sure some of your complaints fit in this category from the sounds of it. I suggest you take your phone and record the incidents so you have proof to show.