Now if you read thisentire ordeal you would see my frustration. It is a bit long, so here is asummary of problems.
1. A dealership not paying attention to its customer or their car issues
2. Being stuck 300 miles from home due to that lack of attention
3. Not being able to locate my vehicle for 15.5 hours after being towed
4. Told to pay for a problem that was never fixed the first time
5. Having 3 different people at GMPP say that my deductible has been waived
6. Being told by the dealership, they won't release the car without paying thedeductible. After speaking to 1 person at GMPP.
7. Having to get money back that should never have been paid.
On 1/27 I brought my Cadillac Escalade EXT to Avenue Chevrolet in Batavia, Illinois. My truck hadseveral issues, but the main reason for going to the dealership was the vehiclestalling between first and second gear shifts. I explained to the service deskwhat the issues were. He didn't seem to fully listen to my complaints, but saidit would all be taken care of.
He failed to write down that the gauges would stick. Especially thespeedometer.
I returned to the dealership on 2/1. I pay my $200 deductible, but talkingto the mechanic he said they could not get the vehicle to stall out. I was toldto drive it and bring the vehicle back if the problem persists. I left the shopand drove away (approx. 2 miles). It stalled twice. The mechanic hooked thediagnostics to the vehicle and there were no codes. I was again told to driveit around and if it comes back, to let them know.
Again, I left the dealership, and it stalled. There were three additionalstalls bringing it back to the dealership. I recorded two times on video via myphone. The mechanic took the truck back. The next day I was told the truck isfine. A dirtyspeed sensor was to blame my problems.
On 2/16/10, my speedometer stuck and began to malfunction. When I brought itback to Avenue Chevrolet, service said I nevercomplained about this issue and that wouldn't be covered. After speaking withGMPP and service, they took the truck back and replaced the instrument cluster.
Fast forward to 3/9. I am in Detroit, Michigan when my truck stallsbetween first gear and second gear. After the vehicle stalled, it would not shiftinto fourth gear. I call GM to have my vehicle towed tothe closest dealership, Les Stanford in Dearborn, MI.
The vehicle was towed by Metro Sales & Service, Inc at 7:30 PM EST. I wastold to contact Les Stanford the next morning. Now, I am in Detroit, Michigan, 300 miles away from home without my car. The car that was said to be fixed, buthas the same problems after being "fixed." I was able to get home borrowinga car.
I called the dealer on 3/10/10 at 9:10 AM EST to find out that, "... Thevehicle is not at our dealership, we don't know where it is." I calledMetro Sales & Service immediately. The operator says they can not get incontact with their tow agent and that he seems to have his phone turned off. Ifinally receive a call from the dealership at 10:53 AM EST saying that myvehicle just then arrived. So where was my truck between 7:30 PM to 10:53 AMEST the next day? Nobody would tell me what happened.
Now I am working with Brian, the Cadillac Service Manager. They havetruck for about a week and a half. When he calls to tell me that the truck isdone. They had to install a new regulator for first and second gear. (Whatshould have been done the first time!) I am again to pay another $200 for the warranty deductible.
I contacted Tony at General Motors Protection Plan (GMPP) on3/22/10 and explain the situation. Truck continues to stall even after it was"fixed." He tells me that his paperwork doesn't state transmission issues were everdocumented. I explain that transmission issues were the real reason why I evenwent to the dealership. Tony tells me that he can waive the warrantydeductible, but I need to fax him my invoice from the first dealership.
I faxed it on 3/23/10. I called Brian at Les Stanford on 3/25/10 to verify thathe received the information from GMPP regarding my deductible. He said no. Icalled GMPP immediately and spoke with Peter. He said I was to have the dealercall their 800 number and give them my claim number. GMPP was to explain to thedealer that my deductible was indeed waived.
I called the dealer on 3/26/10 and left a message with instructions. Also, thatthe car would be picked up on 3/29/10. If there were any problems, CALL MEASAP.
I have the car picked up on 3/29/10 and get a call from Brian. He states thathe spoke with GMPP saying that the deductible was NEVER waived. The car wouldnot be released without paying the deductible in full. I had friends doing me aHUGE favor and getting my vehicle for me. I said I'll just pay it and deal withGMPP. So I proceed with payment and the car is picked up.
Again, I call GMPP right after, and speak with Glenn. Glenn states that AGAINthat the deductible was waived and that whoever spoke to the dealer didn't readeverything. Glenn said that below this claim with Les Stanford, it clearly saidthe deductible was WAIVED. Glenn then explains how I can get my deductible backfrom GMPP.
I WILL NEVER BUY ANOTHER GM PRODUCT FOR AS LONG AS I LIVE. At 27, I have manyyears of driving and car buying. My next car is coming from anyone else otherthat General Motors.
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