Need help and I'm not sure where to turn...
October 17th, 2008, 4:14 PM
#1
CF Beginner
Thread Starter
Join Date: Mar 2008
Location:
Posts: 18
Likes: 0
Received 0 Likes
on
0 Posts
Need help and I'm not sure where to turn...
Hi Everyone,
I'm a frequent browser of these forums and I'm hoping that someone will be able to lend a hand with my predicament.
I am an owner of a 2007 Tahoe Z71, with 15000 miles on it. I love the truck and have only had a handful of issues with it. I purchased the truck at RAMP Chevrolet in Port Jefferson Station, NY. I get the truck serviced at Robert Chevrolet in Hicksville, NY. Approximately one month ago, around 9/15, I dropped the vehicle off for an oil change and to repair some minor issues that I was having.
List of Issues:
[ol][*]Oil change[*]Rough idle[*]Rattling exhaust[*]Driver's side rear plastic column above tail light had become loose. (If you removed the tailight and look up inside, one of the three white tabs becameunglued and caused the whole column to become unstable)[*]Heated windshield washer fluid option was malfunctioning (under recall currently)[*]GPS was not tracking correctly. (I checked in the manual and it stated to contact the dealer who would be able to recalibrate the unit)[/ol]
After making an appointment the Service adviser, John, told me that the vehicle would have to stay over night due to there not being enough service personnel on hand. The following day, a Tuesday, I received a phone call from John stating that the vehicle had been completed and I could come and pick it up. I asked him if all the issues had been solved and was told the following.
Post Service:
[ol][*]Oil was changed[*]Rough idle was due to a build up of carbon in the throttle body and that it would only cost $150 to clean (I declined the service)[*]Rattling Exhaust could not be replicated. (They never actually drove the vehicle)[*]Driver's side rear plastic column was 'fixed'[*]Heated Windshield Washer module was on order and would be in by Thursday[*]GPS looked fine and they had no way of recalibrating it.[/ol]
I asked the John for a few explanations as to why they couldn't just reset the GPS, after which he stated that he would take care of that. I picked up the vehicle from Robert and headed home. I noticed some squeaking coming from the driver side rear and began to investigate. It turns out that they never fixed the white tab, instead they just pushed/screwed as hard as they could and now the column was jammed up against the vehicle. So every time the car hit a bump it would grind against the body. I called my John and told him the issues, he stated that he would resolve the issues when I came back at the end of the week for the heated windshield washer module and that he would have to look into the steering wheel dent, because he wanted to make sure that it was due to one of his people.
I proceeded to call GM Customer Service to file a complaint, for my own records, against the workmanship of the service department, because of the dented steering wheel. The representative at the GM Customer Center, Ian, told me that due to the fact that the steering wheel was damaged AT Robert, they needed to be given a chance to make good.
List of issues as of 9/28:
[ol][*]Heated windshield module[*]Rear plastic column[*]Dent in steering wheel[*]Exhaust rattling
[/ol]
I was notified on 9/28 that the vehicle had been completed and the Heated Windshield Module and rear white column were fixed and that the new Airbag system was on its way and would arrive within approximately five business days. I headed to the service department early in the morning as I could not be late to work and picked up the vehicle from a different adviser, another John. I checked over the vehicle and found that not only was the plastic column not fixed, but it was even worse off this time.
Post Service: 9/29:
[ol][*]Rear plastic column:[ol][*] There was a large gap between the tail light and the column. Approximately 1.5 inches (there is hardly a gap on the passenger side)[/align][*] The gap between the rear hatch window and the column slowly decreased from top to bottom. Enough that the bottom of the column was rubbing against the glass. [/align][*] Upon opening the hatch: Gobs of caulking could be seen mushed behind the plastic column.[/align][*] Column was still loose and now squeaking against the window.[/align][/ol][*] Heated windshield module:[/align][ol][*] Prior to dropping this off, the light would flash rapidly and turn off. After having the module replaced, the light doesn't even come on when the button is pressed. It is completely dead.[/align][/ol][*] Steering wheel still had the dent[/align][ol][*] Part was on order and would be in by Thursday.[/align][/ol][*]Exhaust rattling
[/ol] [/align] I headed to work, I could not be late, and proceeded to call my adviser, John. I told him of all the issues and complained that every time I bring the vehicle there for repair, I get the vehicle back in worse condition. He said that he would personally take care of the vehicle. I also told him that I did not want the same technician working on the vehicle and he assured me that he would assign me a different technician. [/align] [/align] I received a phone call in the afternoon from Ian regarding the condition of the vehicle upon pick up. I explained to him all the issues and I requested that I be able to bring the vehicle to RAMP Chevrolet to have the vehicle fixed because I did not trust the workmanship of Robert and they had me concerned that they would be replacing an air bag system. He told me that since the damage was done at Robert, they were the ones that needed to fix it. I repeated that I was concerned for my safety. If they couldn't fix a plastic body piece two times, or replace a module correctly, how could they possibly replace an air bag system and have it function when it needs to, God forbid? He insisted that I still needed to bring the vehicle to Robert.[/align] [/align] I made an appointment to have ONLY the air bag system replaced becauseI wanted to go somewhere else to get the rest of the vehicle serviced and back into a new condition.
Post Service: 10/3 - Present:[/align] [ol][*]After having the air bag replaced, I started to receive, sporadically, "Service Airbag System" notifications in the driver information center of the vehicle.[*]Rear body column is still squeaking and the paint is beginning to wear off onto the edge of the rear hatch glass.[*]Heated Windshield Washer fluid is still not functioning[*]Exhaust rattling[/ol] [/align] [/align] I placed calls to the GM Customer Service Representative, Ian,whom I had been dealing with, who informed me that he would escalate my case to his district specialist, Jennifer. After numerous conversations with Jennifder, it seemed that I was onmy way to getting my vehicle fixed at RAMP Chevrolet. However, Jennifer informed me on 10/17 that I would need to bring it to Robert to have the workmanship issues fixed there because they had caused the problems and they are responsible for fixing them.[/align] [/align] I asked to speak with her manager, Michael, whom she kindly connected me with. After going over the entire above story for a third time with Michael, he was very blunt in stating that it was GM's Policy not to suggest another service location if the cause of the issues were due to workmanship. Because of this I would be forced to go back to Robert.[/align] [/align] I insisted to him that I had already gone back to them three times for the same issues and each time I pick up the vehicle, I get it back in worse condition. How could I possibly be forced to go back a fourth time just to "give them another chance" to fix the issue? He again bluntly stated that it was GMs policy and that I had to go back to them. I tried to explain to him, again, that I did not trust the workmanship at Robert and by doing so I would be putting my safety in jeopardy due to them having to work on an already broken air bag system. He replied, "How do you know that it is broken?" I explained that the service airbag light was still coming on and that I was unsure of whether the system would actually work if it ever actually had to do its job. He replied, "I can not answer or comment on hypothetical situations."[/align] [/align] At the end of this conversation I was left with only one choice, according to Michael, whichwas to bring the vehicle back to Robert Chevrolet, for them to rectify the issue and for me to speak with Customer Service againif I had any other issues. If I ended up having the same issues again (four times now) then Michael would be able to pursue other avenues, of which he would not explain to me.
I'm trying to find out what other options are available to me in this situation as I do not feel comfortable dropping off my vehicle to the same service center again for the fourth time, in fear that it will be more of the same...
If you have read this far, thank you for your time, I know it was long winded.
-Nicolas
[/align]
I'm a frequent browser of these forums and I'm hoping that someone will be able to lend a hand with my predicament.
I am an owner of a 2007 Tahoe Z71, with 15000 miles on it. I love the truck and have only had a handful of issues with it. I purchased the truck at RAMP Chevrolet in Port Jefferson Station, NY. I get the truck serviced at Robert Chevrolet in Hicksville, NY. Approximately one month ago, around 9/15, I dropped the vehicle off for an oil change and to repair some minor issues that I was having.
List of Issues:
[ol][*]Oil change[*]Rough idle[*]Rattling exhaust[*]Driver's side rear plastic column above tail light had become loose. (If you removed the tailight and look up inside, one of the three white tabs becameunglued and caused the whole column to become unstable)[*]Heated windshield washer fluid option was malfunctioning (under recall currently)[*]GPS was not tracking correctly. (I checked in the manual and it stated to contact the dealer who would be able to recalibrate the unit)[/ol]
After making an appointment the Service adviser, John, told me that the vehicle would have to stay over night due to there not being enough service personnel on hand. The following day, a Tuesday, I received a phone call from John stating that the vehicle had been completed and I could come and pick it up. I asked him if all the issues had been solved and was told the following.
Post Service:
[ol][*]Oil was changed[*]Rough idle was due to a build up of carbon in the throttle body and that it would only cost $150 to clean (I declined the service)[*]Rattling Exhaust could not be replicated. (They never actually drove the vehicle)[*]Driver's side rear plastic column was 'fixed'[*]Heated Windshield Washer module was on order and would be in by Thursday[*]GPS looked fine and they had no way of recalibrating it.[/ol]
I asked the John for a few explanations as to why they couldn't just reset the GPS, after which he stated that he would take care of that. I picked up the vehicle from Robert and headed home. I noticed some squeaking coming from the driver side rear and began to investigate. It turns out that they never fixed the white tab, instead they just pushed/screwed as hard as they could and now the column was jammed up against the vehicle. So every time the car hit a bump it would grind against the body. I called my John and told him the issues, he stated that he would resolve the issues when I came back at the end of the week for the heated windshield washer module and that he would have to look into the steering wheel dent, because he wanted to make sure that it was due to one of his people.
I proceeded to call GM Customer Service to file a complaint, for my own records, against the workmanship of the service department, because of the dented steering wheel. The representative at the GM Customer Center, Ian, told me that due to the fact that the steering wheel was damaged AT Robert, they needed to be given a chance to make good.
List of issues as of 9/28:
[ol][*]Heated windshield module[*]Rear plastic column[*]Dent in steering wheel[*]Exhaust rattling
[/ol]
I was notified on 9/28 that the vehicle had been completed and the Heated Windshield Module and rear white column were fixed and that the new Airbag system was on its way and would arrive within approximately five business days. I headed to the service department early in the morning as I could not be late to work and picked up the vehicle from a different adviser, another John. I checked over the vehicle and found that not only was the plastic column not fixed, but it was even worse off this time.
Post Service: 9/29:
[ol][*]Rear plastic column:[ol][*] There was a large gap between the tail light and the column. Approximately 1.5 inches (there is hardly a gap on the passenger side)[/align][*] The gap between the rear hatch window and the column slowly decreased from top to bottom. Enough that the bottom of the column was rubbing against the glass. [/align][*] Upon opening the hatch: Gobs of caulking could be seen mushed behind the plastic column.[/align][*] Column was still loose and now squeaking against the window.[/align][/ol][*] Heated windshield module:[/align][ol][*] Prior to dropping this off, the light would flash rapidly and turn off. After having the module replaced, the light doesn't even come on when the button is pressed. It is completely dead.[/align][/ol][*] Steering wheel still had the dent[/align][ol][*] Part was on order and would be in by Thursday.[/align][/ol][*]Exhaust rattling
[/ol] [/align] I headed to work, I could not be late, and proceeded to call my adviser, John. I told him of all the issues and complained that every time I bring the vehicle there for repair, I get the vehicle back in worse condition. He said that he would personally take care of the vehicle. I also told him that I did not want the same technician working on the vehicle and he assured me that he would assign me a different technician. [/align] [/align] I received a phone call in the afternoon from Ian regarding the condition of the vehicle upon pick up. I explained to him all the issues and I requested that I be able to bring the vehicle to RAMP Chevrolet to have the vehicle fixed because I did not trust the workmanship of Robert and they had me concerned that they would be replacing an air bag system. He told me that since the damage was done at Robert, they were the ones that needed to fix it. I repeated that I was concerned for my safety. If they couldn't fix a plastic body piece two times, or replace a module correctly, how could they possibly replace an air bag system and have it function when it needs to, God forbid? He insisted that I still needed to bring the vehicle to Robert.[/align] [/align] I made an appointment to have ONLY the air bag system replaced becauseI wanted to go somewhere else to get the rest of the vehicle serviced and back into a new condition.
Post Service: 10/3 - Present:[/align] [ol][*]After having the air bag replaced, I started to receive, sporadically, "Service Airbag System" notifications in the driver information center of the vehicle.[*]Rear body column is still squeaking and the paint is beginning to wear off onto the edge of the rear hatch glass.[*]Heated Windshield Washer fluid is still not functioning[*]Exhaust rattling[/ol] [/align] [/align] I placed calls to the GM Customer Service Representative, Ian,whom I had been dealing with, who informed me that he would escalate my case to his district specialist, Jennifer. After numerous conversations with Jennifder, it seemed that I was onmy way to getting my vehicle fixed at RAMP Chevrolet. However, Jennifer informed me on 10/17 that I would need to bring it to Robert to have the workmanship issues fixed there because they had caused the problems and they are responsible for fixing them.[/align] [/align] I asked to speak with her manager, Michael, whom she kindly connected me with. After going over the entire above story for a third time with Michael, he was very blunt in stating that it was GM's Policy not to suggest another service location if the cause of the issues were due to workmanship. Because of this I would be forced to go back to Robert.[/align] [/align] I insisted to him that I had already gone back to them three times for the same issues and each time I pick up the vehicle, I get it back in worse condition. How could I possibly be forced to go back a fourth time just to "give them another chance" to fix the issue? He again bluntly stated that it was GMs policy and that I had to go back to them. I tried to explain to him, again, that I did not trust the workmanship at Robert and by doing so I would be putting my safety in jeopardy due to them having to work on an already broken air bag system. He replied, "How do you know that it is broken?" I explained that the service airbag light was still coming on and that I was unsure of whether the system would actually work if it ever actually had to do its job. He replied, "I can not answer or comment on hypothetical situations."[/align] [/align] At the end of this conversation I was left with only one choice, according to Michael, whichwas to bring the vehicle back to Robert Chevrolet, for them to rectify the issue and for me to speak with Customer Service againif I had any other issues. If I ended up having the same issues again (four times now) then Michael would be able to pursue other avenues, of which he would not explain to me.
I'm trying to find out what other options are available to me in this situation as I do not feel comfortable dropping off my vehicle to the same service center again for the fourth time, in fear that it will be more of the same...
If you have read this far, thank you for your time, I know it was long winded.
-Nicolas
[/align]
October 18th, 2008, 10:16 AM
#3
CF Monarch
RE: Need help and I'm not sure where to turn...
I think you were doing the smart thing by taking it to a different dealer. I can't blame you for being frustrated. I would be quite ticked at the dealership for not fixing everything like it should have been. [/align]I'm not sure what the lemon law is in your state, but I would definately check into it as 73shark just mentioned. It might be outside the lemon lawconsidering its two model-years old. [/align]
October 18th, 2008, 1:57 PM
#4
CF Beginner
Thread Starter
Join Date: Mar 2008
Location:
Posts: 18
Likes: 0
Received 0 Likes
on
0 Posts
RE: Need help and I'm not sure where to turn...
I had actually already looked into the lemon laws for New York State. It turns out that I can claim a lemon as long as:
[ol][*]The vehicle is under two year sold form purchase. (Purchased mine 03/2007)[*]The vehicle has under 18000 miles. (Current Mileage: 15600)[*]The item in question has not been fixed after four attempts and the item not being fixed would cause a loss of value to the vehicle.[/ol]I really do love the truck, so I'm not really interested in having to get rid of it because of stupid problems like the ones I'm having. But I have an issue with what the customer service representative, Michael, has said. I told him that I wanted to go to a different service center to get the items fixed, because I did not trust Robert to do the work for the fourth time. Michael went on to tell me that no other service center would work on my vehicle based on the work history. He said that if another service center saw that the issues I am dealing with are due to poor workmanship, then they wouldn't actually do the work on the vehicle.
My appointment is for Tuesday morning with Robert. I'm trying to decide whether I head over to RAMP, where I would like to get the work done, and see if I can't speak with the service manager over there and explain to him my problems. I fear though, that they still won't help me.
-Nicolas
[ol][*]The vehicle is under two year sold form purchase. (Purchased mine 03/2007)[*]The vehicle has under 18000 miles. (Current Mileage: 15600)[*]The item in question has not been fixed after four attempts and the item not being fixed would cause a loss of value to the vehicle.[/ol]I really do love the truck, so I'm not really interested in having to get rid of it because of stupid problems like the ones I'm having. But I have an issue with what the customer service representative, Michael, has said. I told him that I wanted to go to a different service center to get the items fixed, because I did not trust Robert to do the work for the fourth time. Michael went on to tell me that no other service center would work on my vehicle based on the work history. He said that if another service center saw that the issues I am dealing with are due to poor workmanship, then they wouldn't actually do the work on the vehicle.
My appointment is for Tuesday morning with Robert. I'm trying to decide whether I head over to RAMP, where I would like to get the work done, and see if I can't speak with the service manager over there and explain to him my problems. I fear though, that they still won't help me.
-Nicolas
October 18th, 2008, 2:06 PM
#5
CF Beginner
Join Date: Jul 2008
Posts: 10
Likes: 0
Received 0 Likes
on
0 Posts
RE: Need help and I'm not sure where to turn...
File a complaint with the Better Business Bureau. Contact a lawyer. Sometimes a simple letter from a lawyer will have a dramatic effect and usually the cost is minimal. Be sure to keep a good record of everything, and good luck to you. I know I would be showing my a$$ big time at that service department; that is totally unacceptable "service."
October 18th, 2008, 2:10 PM
#6
CF Beginner
Thread Starter
Join Date: Mar 2008
Location:
Posts: 18
Likes: 0
Received 0 Likes
on
0 Posts
RE: Need help and I'm not sure where to turn...
Hey Sarahw,
I actually was contemplating the lawyer, but I did file a complaint with the BBB. I feel that the lawyer really is my last option. If I do end up going on Monday to the other dealer service department and they are still unwilling to help, then I think a lawyer will be my only other option.
-Nicolas
I actually was contemplating the lawyer, but I did file a complaint with the BBB. I feel that the lawyer really is my last option. If I do end up going on Monday to the other dealer service department and they are still unwilling to help, then I think a lawyer will be my only other option.
-Nicolas
Thread
Thread Starter
Forum
Replies
Last Post
switchback05
Silverado, Sierra & Fullsize Pick-ups
2
October 17th, 2009 7:38 PM
