Classic Chevrolet or GM
Missing wheel lock nut tool on new truck

COMPLAINT
GM Case # 71-1192556611
Background Information: I purchased a new 2012 Silverado from Classic Chevrolet in Council Bluffs the end of August. This was my eighth new GM vehicle.
Problem: In June I decided to rotate the tires on my new Silverado. I was surprised to find locking wheel nuts on the tires preventing me from removing the tires. I did a thorough search of all the compartments in the truck including glove boxes, center console and the jack behind the back seat. No tool was found to remove the locking wheel nuts.
Action Steps: Initially I called Classic Chevrolet, the dealer, to ask for a tool to be sent to me to remove the tires. Over the course of several calls, the receptionist at Classic directed my calls to various parties which included parts, sales and the manager’s voice mail. The manager did not return my call. Parts told me to talk to sales. I was told the salesman who sold the truck to me was off and was eventually routed to another salesman who said he would check into it and call me back right away. He didn’t return my call. I called back and got the same fellow who I confronted about not returning my call. He told me he was too busy and would call me back in 30 minutes. He never returned my call. At this point I decided to involve GM.
GM Complaint Process: Over the course of 2-3 weeks I made dozens of calls to GM talking to Ruby in customer service as well as Wayne, a district specialist, in addition to several other customer reps over this time period. GM called Classic several times. Classic and GM acknowledged that the wheel lock tool should have been with the new truck. At one point Ruby told me a new tool would be furnished free of charge to me if the dealer could verify it was not in the vehicle. I told Ruby I would take it to our local GM dealer rather than drive 1 ½ hours to Classic to have them inspect the vehicle for the tool, as I was told when I bought the truck that I could get service at my local dealer. Ruby agreed, so I took it to Shore’s Motor Company who inspected the truck and could find no tool. I reported back to GM, who did not provide me with a tool, but escalated my case to Wayne, the district specialist. I later talked with Ruby again who told me the dealer would not cooperate so she escalated the case.
I explained to Wayne numerous times that the wheel lock tool should have come with the new truck, and explained that a safety concern I had was having a flat on a country road on a very hot day with my disabled wife and not be able to change the tire on my vehicle. I asked Wayne to have the dealer mail me the tool. The dealer refused telling Wayne I needed to come there to get the locks removed because there were different locks for each truck. I told Wayne that our local dealer said such locks were not standard and were likely aftermarket. I also told Wayne there had to be a set number of locks and the dealer should have a record of the lock for my vehicle. I offered to go to the local dealer to have the wheel locks removed. The local dealer refused, probably because they didn’t sell the truck and weren’t getting paid. I understand, but will not buy any other new vehicles from them as I had in the past. At one point Wayne told me that Classic’s General Manager would call me right away. He never called. Finally, the Rich, the salesman who sold me the truck called. He wanted me to drive the 1 ½ hours to Classic to get the locks removed, telling me they come on all their trucks, and there are different locks. I told him I would send him photos of the locking nuts on the truck so he could match it up with the proper tool and mail me the tool. He agreed to try this and said he would call back; that was the last time he called. After over two weeks, at Wayne’s urging, John, Classic’s Sales Manager, finally called me. He demanded that I drive to Classic to have the wheel locks removed. I told him I wouldn’t drive 1 ½ hours each way for a tool that should have been included in the truck, but that I would go to the local dealer. John claimed they only had a shop tool and that was all they were willing to do and that GM understood. I told him that was not acceptable to me.
Wayne’s next call confirmed that he had taken the dealer’s side. He said the dealer was independent, that if it were his car he would drive the 1 ½ hours each way, and that GM was not responsible for the locks. He said if I would go to the local dealer and pay them to remove the locks, he would research whether he could provide me some coupons for service. Wayne refused to make any commitment to provide any type of compensation if I were to pay to have the wheel locks removed. He also told me there was no person above him I could talk with and that if I he considered the problem resolved. I told Wayne the problem was not resolved, that GM had a responsibility because Classic was selling their vehicles under their sign, and that I would continue to pursue the matter.
Summary: The wheel locks remain on my new truck. Neither Classic nor GM would provide the tool to remove the locks. I no longer would do any kind of business with Classic because I do not trust them. I am still hoping GM will eventually make this right. At this time - NO RESOLUTION!
Randy Young
712-542-5839 or 712-5427143

Company: Classic Chevrolet or GM
Country: USA
Address: 1010 34th Ave, Council Bluffs Council Bluffs IA 51501
Phone: 7123662541
Site: chevyguy.com

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