My complaint:
I am writing to file a formal complaint against “Moran Chevrolet Inc” and “GM Cares” for their lack of commitment, problem resolution and just plain unprofessionalism. Over the past 4 months, I have witnessed and experienced several instances of unprofessional conduct that I believe warrant immediate attention.
I leased and eventually purchased a 2020 Chevy Silverado from the Moran Chevrolet Dealership in Clinton Twp. Michigan (35500 Gratiot Ave,).
I brought it in for service on August 22nd. The truck was diagnosed with a defective torque converter which deteriorated, resulting in metal shavings in the transmission. Making it inoperable, in need of replacement.
After 3 weeks, I stopped by the dealership to get an update since they did not return any of our calls. I found out they couldn’t find a new transmission and didn’t even have the decency to inform us that they had abandoned the search. After the dealership dragged its feet for a month and failed in its efforts to locate the parts, we reached out to “GM Cares”. Now, four months later and neither the dealership nor escalation efforts of “GM Cares” have made any progress or made much difference. We are still sitting with a $40,000 truck at the Moran dealership, a 4-year-old truck which now holds little to no value!
My family and I have bought and leased quite a few GM vehicles over the years. Especially from this dealership. So, I was a little taken back by not only the response time but the responses as well. I as a business owner have never witnessed such disregard for customer care, professionalism, and just plain effort! Way beyond what should have been taught through the training at GM, but specifically learned through childhood and adolescence. Basic Accountability, following through with what you said you were going to do.
When the point of contact (P.O.C.) at the dealership tells you, they won’t handle something today but “maybe” tomorrow. When on multiple occasions, the P.O.C. tells you they will return your call within 24 hours; yet 3-4 days later you physically must go into the dealership just to get a response. When you tell the P.O.C. that your work truck has just been sitting at their dealership for a month now, and they just shrug it off as, “Well there’s been trucks sitting her for over 6 months, so…” is never a proper response. Doesn’t make a customer feel better! if anything it pinpoints the inadequacies, the incompetence and furthermore, the lack of professionalism and just plain lack of commitment to provide resolution to a problem.
In the past 4 months, there has never been any form of resolution or even an estimated timeline for the delivery of parts by your company. When “GM Cares” tells you they will escalate the priority of your parts, it means you personally must call in and follow up each week, for months, just to receive little to no response. Each week, representatives respond “I will reescalate”! Well, those words No longer have meaning. A word should have meaningful element, there needs to be an act, a purpose or result that follows such word!
Now, I truly do believe in loyalty. In all the uncertainties in today’s business, It’s the one certain thing that keeps our companies afloat. A chance for tomorrow! Now, if you were treated this way. How likely would you be to spend money with this company in the future? Honest Question, Honestly Evaluate your company and how this has been handled! I expect sometime of Compensation, some speedy resolution to getting a work truck back on the job site before the end of this 2023 calendar year! I look forward to your response.
Suggested solution:
Locate parts or offer vehicle comparable to purchase
