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Discussion Starter · #1 · (Edited)
In Sept 2014 I brought in my 2010 Equinox LTZ for a radio problem. After inspecting it, the dealer replaced it (2nd. time). My fault for not thoroughly checking it out afterwards. When I did a few days later, I found that the HDD didn't work. So I brought it in again. One of the techs said you had to put in a USB device so the radio would recognize it and the HD would initiate. Didn't sound right but I tried it. Nope. Didn't work. So I brought it in again on Dec 1. Now I was told that the cable from the USB was bad and had to be replaced. Car was in service for almost 3 weeks. Brought it home on Dec 19. Didn't drive the car much over the weekend and on Dec 22, I noticed the auto shifter handle was scratched and a gouge on the dash where they had to take it apart. I called the service manager on Dec 23 to complain about it and he told me that he would be available on the 24th. till around 2:30. Called him back then and left a message. No response. Called on the 26th. and left a message. NO response. Waited till Monday the 28th. No response. I want this damage fixed but the dealer is avoiding my calls now. What's my next move?

UPDATE: After GM Customer Service got involved, the issue has been taken care of. All is fixed. It is unfortunate that it had to come to this. If the Dealer Service Mgr had initially taken care of this, I would not have had to go to this extent. Thank you GM Customer Service.
 

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Whoa. Before you go calling the BBB, give GM customer care a call. Jeez. They'll get in touch with the dealer and get it straightened out ASAP for you.

The car dealership is an independent business - GM can coax and say "pretty please" - but they can not force the dealership to act (and neither can the BBB). I still suggest the BBB - then on to small claims court. That will get the dealership's attention.
 

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The car dealership is an independent business - GM can coax and say "pretty please" - but they can not force the dealership to act (and neither can the BBB). I still suggest the BBB - then on to small claims court. That will get the dealership's attention.
OP is free to take one or both actions. I'd first give GM a chance to apply a little friendly advice.

I know when I got blown off by a Buick "service" department and was basically told "Hey we can't fix it nor do we give a sheet, have a nice day!" and I found an 800 number for GM, and the GM Case Manager sprinkled some Reality Dust over the dealership and they were SOOOO GLAD to see me and try four more times to fix the radio.

I don't know what sort of pretty please that was but the attitude changed 180 degrees and the so-called service department couldn't wait to get in line to kiss my ass.
 
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In Sept 2014 I brought in my 2010 Equinox LTZ for a radio problem. After inspecting it, the dealer replaced it (2nd. time). My fault for not thoroughly checking it out afterwards. When I did a few days later, I found that the HDD didn't work. So I brought it in again. One of the techs said you had to put in a USB device so the radio would recognize it and the HD would initiate. Didn't sound right but I tried it. Nope. Didn't work. So I brought it in again on Dec 1. Now I was told that the cable from the USB was bad and had to be replaced. Car was in service for almost 3 weeks. Brought it home on Dec 19. Didn't drive the car much over the weekend and on Dec 22, I noticed the auto shifter handle was scratched and a gouge on the dash where they had to take it apart. I called the service manager on Dec 23 (Mr. Cousin) to complain about it and he told me that he would be available on the 24th. till around 2:30. Called him back then and left a message. No response. Called on the 26th. and left a message. NO response. Waited till Monday the 28th. No response. I want this damage fixed but the dealer is avoiding my calls now. What's my next move?
tony_c,

We'd like to work on getting in contact with your dealership if they haven't reached out to you already. We hate to hear this matter has gone unresolved. Send your VIN, contact info, and dealership name if you'd like additional assistance.

Whoa. Before you go calling the BBB, give GM customer care a call. Jeez. They'll get in touch with the dealer and get it straightened out ASAP for you.
Thanks for all your help, bigred! We really appreciate it.

Amber N.
GM Customer Care
 

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Discussion Starter · #8 ·
One more thing- I own 3 chevy products: The 2010 Equinox (LTZ),leased 2013 Cruze RS, and 2010 Camaro SS all of which I take pride in and take care of and which are all serviced at this dealership. Is this how they treat a loyal customer? Makes me think twice about going back for routine service maintenance. They're not the only shop in town.
 

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IMO you Should have put that info ie. Vin and name of dealership in a pm.....and you still can pm and delete ..and fwiw...I would have just looked for another local dealer,,,,the one you used sounds horrible....not returning and or dodging a call? That's terribly unprofessional...

Your even luckier that gm customer service is on this thread and can hopefully help.

This site is awesome.
 
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IMO you Should have put that info ie. Vin and name of dealership in a pm.....and you still can pm and delete ..and fwiw...I would have just looked for another local dealer,,,,the one you used sounds horrible....not returning and or dodging a call? That's terribly unprofessional...

Your even luckier that gm customer service is on this thread and can hopefully help.

This site is awesome.
Agree. Not what we all need to know.

And ditto about another dealer. I'd have been long gone from that sukkah. That or contacted the dealership manager or owner. Up the chain of command is where OP needs to go with this.
 

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I hope we can get this issue resolved. Thank you for your help...The Dealership is DAVID CHEVROLET BUICK INC. 10225 Niagara Falls Blvd., Niagara Falls, NY 14304 (716-298-9700). Every time I called I asked for the Service Manager (a Mr. Cousin or Cousins). I talked to him the first time and left a message 2 times afterwards which he never responded to. Thanks again. You can contact me directly at
One more thing- I own 3 chevy products: The 2010 Equinox (LTZ),leased 2013 Cruze RS, and 2010 Camaro SS all of which I take pride in and take care of and which are all serviced at this dealership. Is this how they treat a loyal customer? Makes me think twice about going back for routine service maintenance. They're not the only shop in town.
Thanks for providing your info, tony_c. We'd like to further discuss your dealership experience, and it's easier to communicate via private message. You can also email me at [email protected] [attn Amber]. Also, you may want to delete the post with your private information, although it's up to you. I'll be working off site tomorrow, but I look forward to further discussing this matter.

Amber N.
GM Customer Care
 
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