GM Major Guard Extended Warranty

This is the letter I wrote to the General Manager at Pontiac, which hopefully provides background on our complaint.

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Susan Docherty

General Manager Pontiac

P.O. Box 33172

Detroit, MI 48232

Ms. Docherty,

I apologize if you are not the correct person to write to, but after the 6th phone call, and with the representative knowing how upset and

disappointed we were with the way we have been treated, it wouldn�t surprise me if she gave me an invalid name or address.

Just when I think Customer Service can�t get any worse �our daughter had some trouble with her car, a 2003 Pontiac Grand Am (VIN:

1G2NF52F03C296017).

Roughly 1 month ago, which is how long we have been given the run-around, our daughter took her car for a minor repair. They did an inspection and

told her that the front hubs needed to be replaced. They said it would be covered under warranty, so our daughter authorized them to replace them.

When we received the bill they said that it WOULD NOT BE covered under the 60000 mile GM Major Guard warranty. They said the warranty company said

it was already replaced under warranty and therefore would not be covered again. If a part fails, and is covered under warranty, it is because

that part is not supposed to fail that quickly. If it fails TWICE then to me that is even more reason to cover it, and to me indicates a problem

with the design, the parts, or the previous repair. They said I should call the warranty company)

(Phone call #1)

I called the warranty company, and they agreed that it should be covered by someone, but NOT THEM, and that it was replaced in Feb. That means the

parts failed in 7 months! They offered no assistance.

(Phone call #2)

I stopped at the GM Pontiac dealership where we usually take this car for repairs. They verified that they did the original warranty repair, on

Feb 18th 2008, and also agreed that since it was only 7 months ago that it should be covered (by someone other than them), and gave me a GM

Customer Assistance phone number (800-222-1020).

(Phone call #3)

I called the GM Customer Assistance number. They did the same research into the history of the car, but they said that I need to talk to �GM PP�

but not really sure what they job is.

(Phone call #4)

I called GM PP (800-631-5590) who also did some research, and eventually said that it also is not their problem. They said that I now have a �file

number� 71-672110219. They said I need to talk to GM Motor Division (800-762-2737). Again, he also told me that this should be covered warranty

expense, and that the GM Motor Division would provide me instructions on how to get the reimbursement.

(Phone call #5)

I called the GM Motor Division. After putting me on hold twice to do her own investigation, she told me that �it would be difficult for her to get

us a reimbursement�. In her words, �it is a covered expense, but not one that we can reimbursement for�. I asked her what that meant, she had no

understandable answer.

I asked her who I need to talk to - to escalate this short of the BBB and the State�s Attorney Office. She would not give me the name of any else

in the office she was in, but gave me your name/address.

(Phone call #6)

We are being given the run around. Our daughter is in college, so the cost of this type of expense is difficult for her. She was told it was a

warranty expense � she was misled, I am being lied to. The five (5) people I spoke to said it was a covered expense, but repeatedly that they were

the people that would pay for that expense.

Bottom line � our daughter is going to college in IL, and I am in MI, and she gotten taken advantage of � big time!!

Bottom line � the car is within the 60000 mile warranty period (which should cover the repairs), the parts failed within 12000 miles (which should

cover the repairs), and yet our daughter is out ~$270, since everyone I spoke to is just passing us around !!

This is ridiculous, this is unacceptable, so if there is anything you can do to help it will be appreciated.

I attached the repair bill in the hope that this provides some clarification.

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A week later I received a phone call from GM Customer Service, which was even more irritating and disappointing than response that I got from the

original phone calls.

I received the follow-up phone call from Customer Service. They said that they had contacted our dealership and the service shop where our

daughter had her car repaired, who agreed that the hubs needed to be replaced, that it was a serious repair which needed to be fixed, and that the

car should not have been driven. They all agreed (Customer Service, GM Major Guard, the Dealership, and the Service Shop) that it is a repair that

would have been covered by the extended warranty, and would have been covered by the 12 month warranty for any such repairs (the hubs were just

replaced 7 months prior).

But despite the warranties and that the seriousness of the repair, Customer Service told me that they will still not honor the warranty, because

our daughter should have known that towing was included in the warranty, so she should have known to have the car only towed to a GM Dealership.

She is a student away at college, how could she have known that or even been thinking about that.

Why didn�t the repair shop know that?

When the repair shop called GM Major Guard to verify the warranty, why weren�t they told that either it had to be at a GM Dealership, or that it

would not be covered?

We were told that it was covered !

Our daughter is being taken advantage of !

I think this is ridiculous. Everyone I tell this story to thinks this is ridiculous. I have never heard of any warranty abuse like this before.

With this type of Customer Service it is no wonder that sales of US cars are so low, and are continually declining.