[1999 White C5 Coupe]

My wife and I ordered and purchased a 2008 Chevrolet Impala LTZ, Imperial Blue metallic with gray interior, with the 3.9 liter V-6 engine (with active fuel management and E-85 fuel compliant) after test driving several Impala models and other cars. The following are my observations during the first 1,000 miles of driving the new Impala:


DEALER SALES PROCESS:

I was very pleased with the knowledge, helpfulness and information provided by the sales person (a co-owner of the dealership). This was the first time I dealt with this dealer, as it was recommended to me by a trusted friend. The sales person kept me informed on the car’s order, build and deliver status.

The car was customer-sold ordered for us on October 2, 2008. It was built and delivered to the dealer on November 2, 2008. We ordered the body-side moldings, gray-metallic dash trim, front license plate holder, and deleted the rear spoiler. The only other options available were the sunroof, engine block heater and six-disk CD player which we did not order.

When we picked-up and paid for the car, the sales person spent about 30 minutes explaining the features of the car. The sales person stated that in addition to a $1,500.00 rebate (that we were aware of), the car was eligible for a $250.00 pre-paid Kroger gas card from GM that would take 8-10 weeks to receive in the mail (the car was ordered, built and delivered in 30 days!). We purchased the car for the invoice price, minus the rebate (plus sales tax) and drove it home. The gas card arrived after six weeks.

When we received the title in the mail from the dealer, it contained an error due to a dealer mistake. I had to return it to the dealer’s title clerk to have a corrected title issued by the State.

Three weeks passed and I had no contact from the dealer - not even a phone call or a hand-written note to say “thanks” for buying a new car. Then, in the mail I received a computer generated card from the dealer thanking me for buying a new or used car and how important it was if I bought a new car that I rate them “completely satisfied” on the survey that I would receive from GM. The envelope had my address misspelled and the signature on the letter was computer generated.

I had already received the survey from GM via email and had competed it before I received the card from the dealer. One of the questions on the GM survey was had the dealer contacted me after the sale (no……). More than two months have passed since I purchased the car and no one from the dealer has called to say “thanks” or inquire if I had any problems.


INITIAL PROBLEMS:

After picking up the new car, en route home we checked the tire pressure via the driver information center (DIC). All four tires were low on air. When we tried the windshield washer, it worked but the low fluid warning came on. When I arrived home, I checked all the fluids. The washer fluid reservoir was almost empty and the power steering fluid was below the add mark on the dipstick. The rest of the fluids were okay. I attributed this to a poor pre-delivery inspection by the dealer. The fuel tank was full at delivery.

The eyeglass compartment in the ceiling mounted console only opened about one-inch when the latch was pushed, instead of opening fully. The latch was inoperable and the compartment would not close.

The carpet lining of the left side of the trunk was falling over and would not stay in place when pushed back..

The plastic molding trim piece on the side of the front passenger foot well was warped or installed crooked. There was a one-inch gap between the dash and the molding. It is very visible when you open the door to enter the car.

The car has dual mufflers / exhaust outlets, which pass below molded openings at the bottom of the rear bumper fascia. Although the outlets were centered in the openings, the left outlet pipe was about ¾ of an inch lower than the right outlet pipe.

The sound absorber pads at the rear of the front fenders, by the door hinges, were collapsing and falling forward into the fender cavity (visible when the doors are open).

Although Chevrolet advertises the Impala as “An American Revolution”, the car was built in Canada at the Oshawa plant which has received awards for excellent quality. I was surprised the car was delivered with the listed problems. I am concerned about “hidden” quality problems since there were obvious, visible flaws.


DRIVING IMPRESSIONS:

The Impala is quiet, smooth and very “solid” feeling. It handles very well and accelerates well. It is easy to see out of except when using the outside, rear-view mirrors. The transmission shifts very smoothly. There is no feel or sensation when the engine transitions from 6-cyclinder to 3-cylinder mode, and back. While driving on the expressway with the windows closed, there is very little wind noise.

The front seats are comfortable and can be adjusted easily. The rear-seat needs more leg room. The trunk is huge - perhaps the car should have been made with a smaller trunk to provide more rear-seat passenger legroom.

The engine is rated at 18 mpg - city and 28 mpg - highway, under the revised 2008 EPA guidelines. With a mix of about 75% highway driving and 25% suburban driving, the car is averaging 19.4 mpg with regular unleaded fuel (based upon the car’s DIC). With only suburban driving, the car is averaging 16.4 mpg. The mileage has been lower than the newly revised EPA mileage ratings, which were lower than the 2007 vehicles.

While driving the car, a chime sounded and a “Service air bag” message was displayed on the DIC. The owner’s manual stated to have the car serviced by a dealer, “immediately”. A service visit to the dealer the next morning revealed there was a TSB for this problem and the trouble code set in the computer, which instructed the dealer to reprogram the car’s computer.


LIKES:

Front-wheel drive (we live in a hilly area in the snow belt).

Uses regular unleaded gasoline. Can use ethanol (E-85), although the fuel mileage is lower.

The car feels very “solid” and there is no squeaks or rattles. The doors close with a solid “thunk”.

Excellent sound system (except AM reception). The radio controls are easy to use.

Dual-zone HVAC system that works very well.

Four-wheel disc brakes with ABS, traction control and stability control (a must in a new car).

Side-curtain airbags (front and rear).

On-Star with hands-free cellular calling.

Excellent power train warranty with 5-years of roadside assistance.

18-inch wheels and tires.

Chrome trim on the front, sides, and rear.

Firmer suspension - the same as the SS version.

Heated seats.


DISLIKES:

The remote control unit can not be programmed to unlock all four doors with one push of the button - the button must be pushed twice.

No glove compartment light.

No glove compartment lock (GM eliminated the exterior key lock cylinder in the front passenger door and trunk - there should be a glove compartment lock).

The side, outside rear-view mirror glass is too small and has an awkward shape. The lower edge of the mirror is not horizontal, but slopes upward and “cuts off” a view of the road. Very poor design.

Unless it is dark outside, the driver cannot tell when the automatic exterior lights are activated - such as in overcast weather or when there is light rain (but it is not dark outside). The system should have a small symbol that illuminates when the automatic feature turns on the exterior lights. I find myself turning on the exterior lights because I cannot tell if the automatic light system was activated.

No back lighting for the three black HomeLink® buttons mounted in the overhead console. They are difficult to see / find when driving in the dark.

No ceiling-mounted coat-hanger hooks for the rear seats.

No transmission gear indicator positions on the console, next to the floor mounted shift handle.

Very cheap feeling plastic transmission gear shift knob (the LTZ includes leather seating, leather steering wheel cover, and a leather covered console lid - why not the shift knob?).

The trunk is carpeted and the spare tire compartment cover is part of the carpet assembly. When something even moderately heavy is placed on the carpeted cover, it bows downward. It is very thin and flimsy.

Mini spare tire - no option for a full size spare.

No rear-seat, floor heat ducts (my 1990 Chevrolet Lumina Euro 4-door had them).

No rubber seal under the front edge of the hood or on the radiator core support, to prevent dirt and salt water from blowing into the engine compartment, quickly getting everything dirty. There are holes drilled in the front edge of the underside of the hood - perhaps a seal was planned.

Poor AM radio reception. The radio’s screen is very difficult to see when there is bright sunlight, even with the dash lighting adjusted to full brightness.

Fuel mileage less than the revised / “lowered” EPA estimates.

CONCLUSION:

My wife and I are somewhat pleased with the new Impala, but I am frustrated that GM still cannot build a new car without obvious, visible defects. I do not like returning to the dealer (multiple trips) to have the flaws corrected - it wastes my time. I am sick of hearing from my friends and coworkers how their Toyotas and Hondas are “perfect” and how they have never had a problem (other than maintenance).

After using and driving the car for a while, it is obvious that GM eliminated or poorly designed various convenience or useful items (listed under “dislikes”). Since the Impala LTZ is the top trim level of the three V-6 Impala models offered, it should include more convenience items (even if the base price is increased).

The Impala LTZ is a nice, comfortable and quiet car. The quality has been average and I’ve already had a safety problem within the first 1,000 miles.

I have been a loyal, long-time Chevrolet / GM customer for 38 years. If GM continues to build cars with the marginal quality I have experienced with my 2008 Impala LTZ, they will continue to drive customers to Toyota or Honda.