Anyone else have crappy customer service?! Or need to vent problem

[BrightWhiteDC]

So first off... When I purchased my 2015 Silverado Lt it was a demo truck with just over 3000 on it. There was a burn mark in the headliner and by purchasing this truck, the dealership agreed to replace the headliner for me. Just FYI, I bought the truck in Texas and I'm stationed in Georgia. It took three days for the headliner to get replaced and when I went to check on the status of my truck after 2 full days, I wasn't even in the system. The truck wasn't even in the system or even on the lot anymore. I was informed that a 3rd party fixes the headliner off the lot. Kind of sketchy but no big deal. For now. When I was driving back to Georgia, I noticed that the Bluetooth mic was not working. Ended up being broken from whoever replaced the headliner. That ended up being warrantied by my dealership in Georgia. Also I was told that I would get the invoice emailed to be and that they could not provide me one at the moment. This was back in June 2015. I have contacted the dealership countless times and have been hung up on, told I would get a call back, or the manager or managers are not there. I have called GM countless times and they keep saying they received a call from them and that they are having trouble obtaining an invoice from whoever fixed it. From what i see and what i have been told from the Georgia dealership, is that the headliner looks like shit and it looks like the fabric was replaced and spray glued on. Well I need this invoice for the dealership in Georgia to work on it because they know another dealership messed it up.

 

Rant #2: My leaf springs make a horrendous squeaking noise 24/7. I have taken it in for service many times and the dealership is told by higher ups to grease them. It doesn't solve the problem or fix the noise. So the service manager told me to complain to GM to try to get new leaf springs or for a solution. After dealing with GM for about half a year, they tell me there is no was to fix the springs. I told them "No shit there is no fix! Just replace them already." And the GM rep, who I can't understand because they barely speak english, she tells me that she has sent an email to someone higher up about all of these issues and i will receive an update in "two business days" I have heard this so many freakin times I beyond frustrated.

 

Rant #3: This one situation has been resolved but want to put it out there anyways. My truck came with wheel locks but the dealership never gave me a key for them. So i was told by that dealership to go ahead and pay upfront for the labor and a new set of locks. I did so, and sent an invoice for the labor to the purchasing dealer. That took a long time to get paid back for. It also took a few days for my dealership to order and receive the new wheel locks. After purchasing the locks, I sent the other invoice for the locks themselves. I never got a reply about payback for them, so I called and was told by a manager, "Well I don't think we should pay for the locks." He had an attitude. I was told by that dealership to pay for new locks and the labor and i would be reimburse for it all. After that he said he would call me back and hung up. I never got a call back. After talking to GM for months about this, they told me to send the invoice to a managers email and it will be covered. We will see about that...

 

ANYONE ELSE HAVING HORROR STORIES ABOUT WARRANTY OR CUSTOMER SERVICE?!

[BrightWhiteDC]

Also this was the last update I got from GM via computer... All I want it an invoice saying my headliner was messed with!!!!

 

 

 

We certainly understand your frustration.

However, as my colleague has stated, our team has exhausted all resources.

Since these were repairs performed by a third party source, the dealership is in the best and only position to assist you going forward.

Again, we apologize for any inconvenience this has caused you.

Claudia

GM Customer Care

[JRaschke11]

Your headliner issue seems extremely valid and I would pursue that.

 

A set of wheel locks is like under $50? Maybe it's time to cut your losses and frustration on that one. Your time is probably more valuable than all the headache and time you have spent already. I wouldn't spend months pursuing $50, but I would badmouth them to anyone that would listen and plaster negative reviews on every website I could find, especially in their local area.

[RyanbabZ71]

Sounds like the headliner was damaged not due to a manufacturing flaw but by someone else. The dealer not gm would be responsible. Why not contact the BBB and file a claim against the dealership?

 

 

 

 

Ryan

[dagwood2001]

Totally sucks about your frustrations....there are some rants on here I (and others) question the validity of or think are exaggerated. Don't get that sense from yours.

 

So all I would offer is that I would push back, and push back hard, on GM and the dealer, especially on issues 1 & 2. For the dealer to farm out work, which other than windshield replacements, seems a bit odd to me, but that's what they told you to do and you were just following their instructions. And if one of their dealerships isn't cooperating with GM, that's GM's issue, not yours. Not sure how any rational person could see it otherwise. Pretty much ditto on number two. It's under warranty, it's not fixed, fix it-DOH. Here's the truck, I want a comparable loaner now, and call me when it's fixed or I'm going to the BBB and obtaining a lawyer as my next step.

 

Good luck and hope you get these issues resolved to your satisfaction.

[RyanbabZ71]

It is common for dealerships to "farm" out interior work. One example is convertible top replacements

 

 

Ryan

[dagwood2001]

It is common for dealerships to "farm" out interior work. One example is convertible top replacements

 

 

Ryan

 

don't doubt you-but in 30 years of car ownership, it happened twice to me, both windshield replacements.

[jamin87ss]

Just wanted to comment there is a pit bulletin for rear end noise, I had mine done, everything loosened the re torqued to a new spec

[BrightWhiteDC]

Everything has been re torqued and lubed. You shouldn't have to grease suspension regularly. It's super embarrassing. And all I need is a piece of paper saying 'hey, we messed with the headliner' I have the appearance protection crap anyways. I should just sharpie a big fat middle finger in the headliner and say a kid did it. But they know I'm trying to get it replaced.

 

 

Sent from my iPhone using Tapatalk

[relsoc]

Your situation totally sucks. I work for a GM dealer and I can tell you that this type of customer service AND satisfaction is unacceptable at our place. When you call GM, your getting a call center that, in turn, discusses your issues with the dealer to come up with a resolution. If the dealer decides they are "done" with helping you then it's pretty much a no win for you. The really upsetting part of this is the fact you spent a lot of money on a truck only for them to screw it up. They need to make it right. We replace headliners in house with the exception of the windshield removal and installation done by a local glass shop. I'm guessing they used a 3rd party for your headliner and they did not replace anything. They either repaired the burn or patched it somehow and they don't want you to see the receipt for what actually happened since they told you it was replaced.

 

If it were my truck, I would try and find a better dealership to work with. Explain your situation and let them know the truth about the headliner and your leaf springs. Then, get an estimate from them to replace the headliner and consult with an attorney. You might have to wait for GM to come up with a better solution on the leaf springs or maybe have them perform the bulletin again and see if it helps.

 

Good luck!

[Z45]

It is common for dealerships to "farm" out interior work. One example is convertible top replacements

 

 

Ryan

Two of the GM dealers here do not even have body shops so all work if farmed out.

[2doorpost]

With my old Sierra, I had a series of crappy encounters with "Customer Service"

 

From a back door rattle that was that was caused by an ill- machined door catch, to the GM Customer Service (third party) idiot who did everything in his power to deny that the frame cladding on the truck could not have possibly have been their problem, according to his "Internal Resources".

Note: If you hear "Internal Resouces" while discussing your claim, you can assume you are getting lip service.

Of course, the rep will apologize the customary 50 times while talking to you. What a joke.

 

The dealership Service Manager told me to slam the door harder to eliminate the rattle. Great effort on his part. He didn't want to adjust or replace the hinge catch.

In the case of the frame problem, a District Manager was a no-show, and the Dealership Manager kept his distance from the problem.

 

The only saving grace to that truck was that the resale on it was so high, I hardly lost a cent on it.