The worst customer service!

[proletariatcsp]

I have an 05 Trailblazer LT w/ 24,000. I have recently been to my dealership 2 times. On the first visit I noted a problem with my engine causing a loud squealing noise, as well as a tire losing air, my headliner was falling down, and the engine was stalling. Prior to my visit I researched the engine noise and found the majority insisted on the idle pulley being the culprit. The service dept concured and replaced the pulley.
For the headliner, they ordered parts to fix at a later date. The tire did not appear to be leaking although, the mech told me it could be the valve which he did not check at that time. And regarding the engine stall, I was informed that the problem could not be recreated on that occasion!

On the second visit(returned for headliner parts), Once again after doing their "walk around inspection", I noted the engine stall was still prevalent, and the tire was still going flat. 5 hours later they came to me with a computer print out from GM stating that there were no diagnostics for the engine stalling at that time and that no repair attempts should be made. It continued on, "these are normal vehicle characteristics." Well who was I to argue as if this info coming from my "GM service experts", was to bring me some piece of mind, knowing there is a problem that couldn't be corrected and so I should convince myself its all in my head. Later research on the NHTSA website revealed a GM service bulletin that addressed this problem, Intermittent Stall During Low Speed Deceleration - kw 4.2 calibration LL8 PCM turn #PIP3304 - (01/21/2005). According to my VIN numb. the calibration has already been updated. Though the problem continues to persist. And the GM statement my service dept gave me did not pertain to this issue, nor did they inform me that my vehicle may have already been calibrated to correct it!

Further more in regard to the tire and headliner,
I was informed that not only was there a slow leak in the tire?, but also 2 nails were discovered. Hmm, thats funny considering that on the previous visit they said there were no leaks! So I payed the $35.00 for 2 patches. Then the dept rep. said I should purchase a new tire soon as a precaution to road hazard. What he meant was if I picked up another nail, they would be unable to repair the tire as there was already 1 patch prior to the additional 2 they installed. I asked why I was not given the option to replace the tire before they installed the patches. In reply the reps. said they would credit me for the cost of the patches if I bought a tire that day. I refused as I wanted to consult my warranty documentation before making that decision. I also asked if it were safe to have 3 patches in a single tire, they said it was safe but kept insisting I replace the tire ASAP???

Regarding the headliner. My documentation showed new parts were installed. I entered my vehicle and inspected the headliner, all looked well, or so I thought. About 2 miles down the road after leaving the dealership, it detached again. I pushed it back together and for the entire ride home I enjoyed the melody of Velcro slowly separating. So once again I must miss another day of work.

And finally, the brakes, tires, and alignment. For some time I noted my tire balance was out. I thought it was a result of the air leak so I waited to see if the repair would correct this issue. It did not. While at the dealership waiting on repair, I spoke to a tech outside on his break. I told him that I noticed what appeared to be a small line or groove in the left front rotor. I asked if it could have been the result of a lack of tire pressure. He said no. He asked if I felt any pulsation in the brake pedal and I said yes when braking from highway speed. He said that would be cause by a warped rotor and that was not common on a vehicle with 24,000 miles. I was also informed that my front tires were both showing excessive outer edge wear, and that I needed an alignment. It wasn't until I later inspected the tire and realized just how bad the wear damage was. The whole outer row of tread was worn 75% and chopped. I would think something that noticeable to a trained technition would require immediate attention to prevent further damage. But then considering the level of service I had received thus far, I couldn't help to think they might have intentionally overlooked the matter, either because they were knowingly to busy to service it that day or, if the problem went unattended long enough I myself would no doubt be entirely responsible for that damage.

Paranoia or not, in the past when I have taken my unwarranted vehicles in for service, and the mechanics would never hesitate to inform me of every possible problem my vehicle had. I would go for a routine oil change and find out I needed a new brake cylinder. I know some consider that to be unfair business practices, common among private garages, though I knew there was a small leak coming from the rear end. As for warranted vehicles, I would assume GM would compensate the dealership for work though, is it unfair to assume a dealership would hesitate to fix a vehicle knowing there is no cash involved? I say that only because whenever I take a warranted vehicle in for service I find myself having to tell the dept. everything that is wrong. And most of the time I do not know how to properly describe an issue to them. So I always end up feeling like an idiot when I'm told "we could not recreate the problem." I honestly feel like GM's customer service policies need a serious overhaul, or at least exercised more efficiently at their authorized dealer locales. Thank you for hearing our story. Sincerely, Chris & Liz in FL.

[likearock00]

I understand your frustrations. The constant interruptions in your schedule must be irritating. I would be upset too.

The headliner should've been an easy fix. I would've turned right around and let them look at it again before going home. Have they fixed it yet?

The engine problem is something I know noting about, and it will be hard to diagnose if it isn't doing it and no codes show up. Maybe if you can get it to do it constantly, or know what to do to get it to stall, you could ask a service tech to drive with you.

The tire issue is something that really is your fault. I'm sorry, but you should always inspect your tires and keep them in alignment and rotated. I would suck up your losses there and get the tires/alignment/brakes inspected and correct the problems yourself. They are your responsibility as they are wear and tear items.

Sorry about your difficulties at the service dept. The good thing is there are thousands of other good service depts all over this great land. I would suggest going elsewhere if you are dissatisfied with this dealer.

[Canyonaro]

I agree with likearock00 in what he said.

The headliner is an issue that they should have resolved quickly and easily especially since they had to order parts (whatever parts it was I would inquire).

The engine thing is an interesting issue since it is intermittant, and sometimes hard to diagnose.

The tire issue really isn't an issue. You got the nails in it and the alignment usually is free from the dealers for the first year or 7000 miles (at least it was with my truck) and at the mileage you are at, who is to know if it was you hitting a pot hole, although they should have let you know it is an issue you may want to look into.

Sorry about your problems, but in my experience with problematic vehicles (VW), your problems aren't too bad and with patience will be resolved. If you have no faith in your current dealer, try to find a different one close to home. Unfortunately some are great and some are not so great.

[Firebird00]

Gotta love that "dealership experience" lol.

Take a page out of my dads book:
He was buying my mom a 1980 Camaro Z28 back in late 79'. The dealer was screwing him around with pricing changes, interest rates..the whole nine yards. They eventually pissed him off so bad he "lost control" and kicked out a huge plate glass window. He had to pay $250 for the window, but he got everyones attention to say the least and left out of there w/ the Z28 for $1000 under MSRP.

Well..maybe thats not such a good idea..

[01cavalier]

I hate when I have bad service experiences. I had one with my dealer just this week, had to replace a tire since I blew one, and the tire guys just aren't on top of things. I called then Tuesday morning, they didn't knwo if they had one and promised to get back to me after finding out, saying they would order one if needed. Almost 6 hours later I call them, they haven't done anything about it, again saying that they will call me back when they know. Wednesday morning, I call them late in the morning, the guy says they still don't know anything, says he will call back in a few minutes. Then 3 hours later I got tired of waiting, so call them again. Then he finally tells me they need to order one, and it won't be in until this afternoon. By now I'm frustrated, so I tell him just to order it.
I talked to a friend about this, he called the tire guy his company uses. The guy says he will get back to him when he gets the information. Not even 5 minutes later he calls back saying he can do it in the morning. Of course I go for that, since the guy even came out to the car to take care of it. I called the dealer back, got voicemail, told them to cancel it. So now I dont have to waste time to get it taken care of.

I was surprised by this, the service department was great when I had my Cavalier, and sales was great when I got my Cobalt. I know what I will not go to the dealer for now, though as long as the service department is great, I'm sticking with them.