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GMC's Warranty Business Practices
My story begins with our quest for a new SUV for my wife who had been driving a 1995 Isuzu Trooper happily for many years. We were in the market for an SUV, and settled on the GMC Envoy XL. My wife especially liked the ergonomics, style, drive and the fact that it had a third-row of seats. Our dealer Roslyn Buick Pontiac GMC was happy to bend over backwards to earn our business and take the more than $40,000 price for the vehicle, but when it came time to go to bat for their customer offered ZERO in the way of assistance!
Following are the concise facts of the events leading to this story. Buyers of GMC Envoys and patrons of Roslyn Buick Pontiac GMC beware!
My wife, a Speech Pathologist/Teacher left her sister's (former Assistant District Attorney) home to travel approximately 200 feet before turning left into a public parking lot to get lunch. As she turned into the driveway she lost control of the vehicle and wiped out the driver's side of the Envoy. The left tie rod snapped causing the wheel to collapse and the subsequent loss of control. The Envoy was towed back to our home where it was towed to the dealership for repair.
When observing the damage, one would conclude that my wife collided at high-speed with an 8" steel-reinforced curb, which upon impact dented the rim, caused the tie rod to snap, etc. However, after visiting the sight of the accident it turns out that there was no 8" steel reinforced curb. In fact, the curb was nearly level with the pavement, leading us to wonder what could have caused that tie rod to snap. GMC and the dealer have not been able to answer this question.
Upon inspection of the scene of the accident, it was clear to me that my wife was not at fault and I directed GMC to investigate. This truck was less than four months old with approximately 5,300 miles and was driven like a baby. In my mind GMC had to conclude that the accident was due to their defect. Upon discovery I believed they should have stood behind their product and replaced the vehicle. That never happened.
GMC took the better part of the month of December to inspect the vehicle and assumed no responsibility for the accident. They hired what they claimed was a third-party inspector to review the damage and conduct an investigation. We put up with this only because we were confident that after reviewing the facts they would have no choice but to conclude that it was a manufacturer’s defect that caused the accident. But that never happened.
I have the parts (removed from the vehicle), photographic evidence of the damage, and scene of the accident as well as testimony from highly credible upstanding citizens of the community. If it is GMC’s contention that the tie rod snapped due to driver error than I can only conclude that they have something to hide. This vehicle is supposed to be able to withstand off-road conditions and buckled going over a 2” obstacle at low speed. If you consider buying it, I would recommend that you consider something else! Furthermore, the dealership jerked me around and offered no help in the way of intervention. At the very least, spending the kind of money that we did I expected a little handholding and empathy. We got nothing! I had one conversation with the owner of the dealership who didn’t even want to hear the story. He wanted no part of it and made no effort to go to bat for us whatsoever. This resulted in the poorest customer service experience of my life. Thank you Roslyn Buick Pontiac GMC!