Complaint Review: General motors - Internet

Military Members GM Warranty Information for reimbursement

!!!MY BAD EXPERIENCE!!!

2006 GMC Envoy Denali

Hello, I purchased a brand new 2006 GMC Envoy Denali during the summer of 2007 from Lotspeich Motors in Warrensburg MO.  I shipped this truck to England in September of 2008 under orders from the U.S. Air Force as I was soon to be stationed at RAF Mildenhall England. During the month end of July first of Aug 2009 the truck would not drive forward while in drive, the truck would go into 1^st gear when shifted all the way down into first. The truck would not shift out of first and was not usable from this point in time.

I went had a local shop near my house in the town of Mildenhall that was licensed to do warranty work on GM cars but had since lost their warranty work with GM in 2005. I then had to find a GM authorized warranty repair center in England. After many calls to the states and then Germany, and a three month deployment I was able to find a warranty authorized repair center in London England in February of 2010. I then had the car towed at my expense to the dealer for work to be done. I called them later and they said that their center was not equipped for such heavy maintenance or transmission work but they had someone down the street that they have do their transmission work for them. I said to wait and ill have to make sure that the warranty will be ok with them doing the work.

After I called and talked with GM they said no that I have to have a warranty repair shop do it. I called the London shop and had to find another shop that would be able to do the required repairs. After months of questions and long distances phone calls I found a dealer in Manchester 300 miles from London that could do the repairs. Now again I had to pay over $600 to have the truck shipped to Manchester from London.  By this time between deployments and trying to find service centers and getting transport around the whole of England it’s now into April 2010.

They now look through the trans and find it needs to be replaced and I once more call GM to make sure that if I pay and then send in the receipts that it will be reimbursed through the warranty plan as military are covered overseas. Then the shop in Manchester replaces my transmission.

When I got back in Sep 2010 I sent a packet with all receipts to the address they told me on the phone to get reimbursed. I called periodically to find out the status but never heard anything back. So I sent another copy of recipes’ around Jun 2011 and still nothing ever back. So I let it go until I would get back to the USA to try again. Now I’m back and stationed at Little Rock AFB in Jacksonville AR and really need to get my reimbursement back and get what’s fairly due to me under the warranty.  All I want it the 5590.15 that they charged me for the transition, I don’t think they would reimburse me for the other expenses I had dealing with my car repair from overseas but they will not reimburse a single cent.

This is my account of how a phone call with GM executive office sounds

ME: My transmition was broken in early Aug. 2009 and you have the letter explaining everything I have had gone through to get reimbursement.

GM: Sir, to be covered under your Bumper to bumper warranty you have to send us a GM authorized mechanic’s diagnosis of a faulty transmission.

ME: You have the receipt from the dealer in Manchester stating transmition failure and the purchase of the new transmission.

GM: Sir, that receipt is from April 2010 and your Bumper to bumper warranty ended the end of October.

ME: I told you the trouble I had getting information and the finding the actual one dealer in the whole of England that was authorized be GM to do repair’s.

GM: you should have taken it to any dealer to get repaired.

ME: would those repairs been reimbursable under GM’s warranty program for service members overseas?

GM: No all repairs have to be done by a GM authorized mechanic.

ME: so what now that it took months to find a GM authorized mechanic in England that it’s now past my Bumper to bumper warranty.

GM: Sir, you paid for the extended warranty that covers transmission work like yours.

ME: ok so how do they reimburse me?

GM: they have denied your claim.

ME: why?

GM: even though the transmission was faulty and it was an GM authorized mechanic that did the work it is not cover because it was done over seas. When the warranty goes into the extended part they get rid of the service member’s part to include repair’s overseas.

ME: So the bottom line is that it broke in Aug 2009 under Bumper to bumper warranty and would be covered if a GM authorized mechanic fixed it but to find a GM authorized mechanic it took months of calling GM usa and Germany to find the one England dealer that it is now under the extended warranty and still covered when fix’ed by a GM authorized mechanic but now the overseas service member is taken out so I’m out of luck.

GM: Yes sir, this is a very rare case we thank you for choosing GM.