Warranty Issues

[Robotech]

Alright, need some help folks. KimberlySky has a problem with Sinister. Her diff is leaking.

She called up the service department today for the dealership that eventually sold her the car. It was not the same one that she initially had problems with. Three weeks ago she bought an extended warranty from them. They had no issues taking her $3,000 for the extended warranty.

Today she calls to make an apointment on Sinister. They take the appointement.

A few moments later their service manager calls to cancel the appointment. They stated that because of the problems they had between her and them when delivering the vehicle they will not service it. According to Kim, he was very rude about it and felt the need to comment to her that, "We all know that your car was wrecked."

She calls me completely upset and in tears and rightfully so. So I decide to call. Very politely I ask for the gentleman who called her. I explained the situation and the following was the conversation:

"I'm calling on behalf of my friend. She was told that you would not service her Sky on a warranty issue without even looking at the vehicle. Her name is Kim (Last name withheld). I would like to know why service was denide."

"I am unable to comment on this issue and wish you to know that all conversations are recorded. Now what are you asking?"

"I understand, I just wish to know why service was denide."

"Why?"

"Oh, I'm just trying to gather as much information for a possible Lemon Law claim on this..."

"Well first the Lemon Law is in regards to not being able to repair something three times and this doesn't fall under that."

"Well Sir, that is true however there is a clause in the Florida Lemon Law that mentions if the dealer and/or manufacturer refuses to repair a particular problem..."

I continued to talk even though he interupts me for a second time. I remain calm and realize I'm talking to a wall. All I get is "...and this conversation is over I have nothing further to say on the subject."

At no point was I rude or demanding. I was polite an honestly looking for the information I asked about. I truely hope they do record said conversations because this one would come to bite him in the butt.

So, what I need is if any of you who happen to work within the Saturn organization could provide me or Kim, probably though PMs would be best, any information we could use to get this matter resolved as painlessly as possible I would appreciate it. I'm not looking to drag any names though the mud, just get her car serviced, under warranty, as it should be. The next nearest dealer NOT owned by this same owner is over an hour and a half away. This is unacceptable unless Saturn is willing to provide transport for the car to the new location AND a proper loaner vehicle for the time the car is in the shop. I do not feel this is an unreasonable request.

Also, if anyone may have better access to Florida Warranty laws I would appreciate it. All I can find is Lemon Laws and nothing with warranty service laws.

Thank you for all your help in this. Needless to say I'm fairly upset at the moment. All she wants is to have Saturn's dealers fullfill their warranty promisses and service her vehicle. It is unacceptable that she is turned down this way and must go to such troubles just to have service work performed.

[Texas Red Line]

Here is my read. The dealership from the start, ie GM, decide because of all the history associated with this sale, that it would be pay back time when she needed service work.. He will continue to harass her and cause problems each time she wants to bring the car in. My suggestion is go to a different dealer or lawyer up.

[Ernest]

Check your PM's That should be of some help

[Angelqute1]

We all know what kind of problems I had in the beginning. I recommend contacting Saturn and getting one of their customer service/liason people involved. I had a good experience with Saturn and ultimately got resolution.

Good luck with that. Let me know if there's anything I can do. Unfortunately, like Saturn told me, once the car is sold to the dealership, there's not a lot that Saturn can do. The service department does have a contract with Saturn and that's not where my problems were, so perhaps you may get more assistance.

Rachel

[Robotech]

Originally Posted by Texas Red Line

Here is my read. The dealership from the start, ie GM, decide because of all the history associated with this sale, that it would be pay back time when she needed service work.. He will continue to harass her and cause problems each time she wants to bring the car in. My suggestion is go to a different dealer or lawyer up.

My sentements exactly. Only problem is that's a very dangerous game to play when you deal with people that have very deep connections within the community with very powerful people. I'm all for being adult about this and just doing business with the dealer there but they are making that option a very difficult one by their own behaviour in this matter.

Also, I feel the statement that they knew the car was in an accident was a threat intended to insinuate that even if you force us to look at the issue we're going to say it's not a warranty item and was damaged in the accident. Again, this is just my conjecture on the statement only because this statement has no other relevance to the issue at hand, ie making a service apointment. After all, the dealer hasn't even examined this car yet and there is no way they would know whether or not the accident would have caused this damage without doing so.

For now, Kim is looking into what her various alternatives are. I do know she has made a couple of phone calls on the matter including one to Corporate. Hopefully this issue will be resolved without much fuss.

EDIT: Good news. Saturn Corporate has already contacted her and they are taking action on this already. Hopefully it won't be a long, drawn out process that winds up causing more damage to the car as the diff fluids leak away.

[roadsterrage]

Had a vaguely similar problem in '73 on a Camaro. Dealer refused to work on the car any more, claiming the problem was my fault. Wrote a letter to the Chevrolet Regional Service Manager, one page, stating the problem as succinctly as possible with no big long background story and no personal attacks or name calling. Wouldn't go into a lot of detail on past problems. Long story short, I got a call from the Regional Service Mgr who told me it would be resolved very quickly, then a call from the new service mgr. at the dealership two days later. They were extremely nice from then on, I never had any more hassle from them, and the car was finally fixed. Since it's the factory that supplies the warranty it should be up to the factory to make sure that it's honored. Lawyering up creates an adversarial situation that may not be quite necessary at this point, maybe later. Good luck.

EDIT: Just saw your new post. Glad it's working out.

[Texas Red Line]

Originally Posted by Robotech

My sentements exactly. Only problem is that's a very dangerous game to play when you deal with people that have very deep connections within the community with very powerful people. I'm all for being adult about this and just doing business with the dealer there but they are making that option a very difficult one by their own behaviour in this matter.

I hate to be negative but this is not being an adult, this is pure vengeance and is pure, intended harassments. I say that because the appointment was made and then someone in management changed it and came up with the delaying tactic.

Also, I feel the statement that they knew the car was in an accident was a threat intended to insinuate that even if you force us to look at the issue we're going to say it's not a warranty item and was damaged in the accident.

100% agree and they are saying, see if you can do anything about it.

After all, the dealer hasn't even examined this car yet and there is no way they would know whether or not the accident would have caused this damage without doing so.

More evidence that they have gone into harassment mode. I don't know how vindictive these folks are but I for one would not trust them with my car.

[Asucar]

KimSky.....your post is a little confusing as to which dealership gave Kim the hard time. I understood that the dealership where she bought the extended warranty was a different dealer than the one from which she bought the car, and that she would be using the 2nd dealership (all the same owner, I know) for future service etc. Is the second dealership the one that gave her the hard time? I would like to know as I have worked very hard to develop a relationship with the service mgr at the 2nd dealership and she has been nothing but pleasant, patient, and helpful.

That said, she is not in today and I called to see if I could bring my car in to have the spoiler put on tomorrow (Friday) at 2pm (they finally got a template for it) and the service advisor refused saying that should anything go wrong, with parts as difficult to get for the Sky, that Friday pm was bad business sense. I asked what could go wrong, that I had the spoiler, they had the template, and he said they might not have a screw or nut and then the car would have to stay over the weekend.

I bring all of this up because Kim and I (and others) need to determine the truly 'service oriented' dealership somewhat w/in driving distance. I can tell you that it isn't the Lakeland dealer, where I bought my car!! Forget them in this quest....perhaps Daytona? But that's also a bit of a hike....I'd be happy to hook Kim up with the service mgr at the dealership I thought she bought the warranty from, if it isn't the one where you guys were dissed already...

[AstroSky]

I wonder how much this dealer would like to see this driving around their lot for a while on the weekend. I thought about doing this to a non-dealer once before who would not back up their product. Regardless of how tough she was one making them deliver on their promise on the car, this is just not right.

I am sure Corporate would like to know about this too. This is great Page Ranking for Saturn for their no hassle pricing and business model.

[Angelqute1]

Originally Posted by Texas Red Line

More evidence that they have gone into harassment mode. I don't know how vindictive these folks are but I for one would not trust them with my car.

I find this interesting because I thought that the service people were "Saturn" employees and not "dealership" employees. For this reason, this does NOT make sense.

[Robotech]

Originally Posted by Asucar

KimSky.....your post is a little confusing as to which dealership gave Kim the hard time. I understood that the dealership where she bought the extended warranty was a different dealer than the one from which she bought the car, and that she would be using the 2nd dealership (all the same owner, I know) for future service etc. Is the second dealership the one that gave her the hard time? I would like to know as I have worked very hard to develop a relationship with the service mgr at the 2nd dealership and she has been nothing but pleasant, patient, and helpful.

That said, she is not in today and I called to see if I could bring my car in to have the spoiler put on tomorrow (Friday) at 2pm (they finally got a template for it) and the service advisor refused saying that should anything go wrong, with parts as difficult to get for the Sky, that Friday pm was bad business sense. I asked what could go wrong, that I had the spoiler, they had the template, and he said they might not have a screw or nut and then the car would have to stay over the weekend.

I bring all of this up because Kim and I (and others) need to determine the truly 'service oriented' dealership somewhat w/in driving distance. I can tell you that it isn't the Lakeland dealer, where I bought my car!! Forget them in this quest....perhaps Daytona? But that's also a bit of a hike....I'd be happy to hook Kim up with the service mgr at the dealership I thought she bought the warranty from, if it isn't the one where you guys were dissed already...

The dealership that she is now having issues with the service department is indeed the one that sold her the Extended Warranty not but a few weeks ago. If you PM me I can tell you who I talked to over the phone and was very rude to me even though I was completely calm and reasonable throughout the conversation.

[Robotech]

Originally Posted by Texas Red Line

I hate to be negative but this is not being an adult, this is pure vengeance and is pure, intended harassments. I say that because the appointment was made and then someone in management changed it and came up with the delaying tactic.

I meant with us both being adults about it but, as you say, they are not being adults about this at all and are refusing service because, as the gentleman who I talked to told Kim, "[He] already knew there would be no pleasing [her]."

[Asucar]

Just pm'd you Kimberly. Let's talk.

[Kustomkaps]

Originally Posted by Asucar

...That said, she is not in today and I called to see if I could bring my car in to have the spoiler put on tomorrow (Friday) at 2pm (they finally got a template for it) and the service advisor refused saying that should anything go wrong, with parts as difficult to get for the Sky, that Friday pm was bad business sense. I asked what could go wrong, that I had the spoiler, they had the template, and he said they might not have a screw or nut and then the car would have to stay over the weekend....

I am not sure why the dealer can't get parts. My Sky was squashed a little more than a week ago and the body shop the insurance company took it to was able to order in all the panels, hood, bumpers, etc. and the parts were delivered today. And the shop wasn't even a Saturn shop.
Sounds like a nice letter to the owner of the dealership in question explaining the treatment received is in order. They know what side of the bread their butter is on.

[Robotech]

Actually a call to corporate and the owner got it done. Corporate was talking to the service manager telling them that they MUST service this car and the owner called in on the other line to say the exact same thing.

Problem solved, car serviced, all under warranty.

Thanks everyone here for your help.

[Talz]

Was gonna say definately call corporate. Glad they straightened things out, there was nothing for Saturn to gain from messing with a customer. IF corp had screwed up a lawyer would've ripped them to shreds given the circumstances, but that would've been a huge hassle. Best for everyone if corps does their job, as they did. Kudos to Saturn, to a dealership fubaring their job.

[Texas Red Line]

Originally Posted by Robotech

Actually a call to corporate and the owner got it done. Corporate was talking to the service manager telling them that they MUST service this car and the owner called in on the other line to say the exact same thing.

Problem solved, car serviced, all under warranty.

Thanks everyone here for your help.

The way this was resolved speaks very highly of Saturn and the type of service they are committed to provide even though there may be some locals that are less then professional.