My mother, has a 2014 Chevy Cruise that has been held in the Chevrolet dealership in Shreveport, LA for close to 2 months now. The vehicle went in when the engine light came on for service. The vehicle had 72, 000 miles on it and was well under warranty prior to being brought in for service. This was not the first issue the car has had. 13 months prior, the car was brought in for a faulty water pump, which the service team said that they had corrected, yet the water pump continued to be an issue and was seen a total of 3 times leading up to the engine failure. The last time it was brought in was 3 months ago, but my father was told that in order for them to even look at the water pump, it was going to cost $150.00 out of pocket. My parents live paycheck to paycheck and that amount is about a months’ worth of groceries. Not having the money, my father was forced to return home. Some water had been placed into the water pump to keep everything running smoothly until he had the money to return. The dash had never reported any issue regarding overheating but the fan would run loud from time to time. Before the funds could be collected, the engine failed and the vehicle was brought in for this last time. We are being told that because the water pump caused the engine to fail, and because water was placed in the pump, that GM will not honor their 100, 000 mile warranty. They are charging my parents $4, 300 for a used motor. If they didn’t have $150.00 to have the car looked out, how could one be so heartless to charge over 4K for an issue that is covered under the warranty? I have read the warranty, and understand the terms in which GM is trying to claim, however, the water pump had been an issue with this car for the past 13 months that had been taken in for “proper” treatment on multiple occasions and has not been resolved. A water pump under distress for 13 months can wear down the engine and weaken it to the point of critical failure. Chevy was unable to correct the water pump issue from the start and then started charging to even look at the issue, and now when their mistake has blown up to this bigger issue, they are denying the claim because water was placed in the water pump when it was needed.
The water pump is covered in the warranty as well as the engine. After reading the warranty, it says with a situation like this, it is up to GM’s discretion to make the final decision on the warranty work. I am having a hard time understanding why charge a fee to address or identify an issue and help the client understand if the work needed would be under warranty or not, as I would feel, that they would covered as a part of the warranty. Now my family has no means of transportation because they do not have the funds for the repair.
This is causing much more than a headache, but is causing a loss of income, as they are limited on their transportation to and from work. I am just blown away at the lack of customer service in this situation.
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