Chevrolet Cruze Forums banner

Chevy is losing a very loyal customer (lots of issues and long explanation)

13019 Views 70 Replies 22 Participants Last post by  XtremeRevolution
I have a 2011 Cruze LTZ RS purchased back in May of 2011. I purchased the car after trading in a 2000 Mercury Cougar that I paid $1,000 for, but I grew tired of needing to repair something every few months, and at one point was left stranded by the vehicle. I had no car payment on that car and I was only trading it in so I could get a more reliable car that was safer and had better fuel economy. My cruze currently has 31k miles on it, 80% of those miles are easy 65mph highway driving. I have a 70 mile round trip commute to work. This car has been an absolute nightmare. After only owning the vehicle a few months I noticed a grinding noise from inside the cabin that only presented itself while idling. I scheduled a service appointment and they couldn't diagnose it. A few weeks later it got worse so I scheduled another service appointment and again they still couldn't figure out what it was. After a few months of the problem worsening I made yet another service appointment in March of this year. I got a call saying the vehicle was fixed, they thought it was the way an a/c line was routed that was touching the firewall causing the noise. When I picked the vehicle up as soon as I went to leave the lot it made the same grinding noise again. I immediately went and grabbed the Service Manager and had him listen to it. He said to leave the vehicle with them to figure out what was still causing it. I was called again after a few days saying the AC Compressor went bad and it was replaced in the vehicle, so the vehicle was ready for pickup. So my brand new car that wasn't even a year old with 19k miles on it had an AC Compressor fail. That should have been my first sign of the nightmare to come.

Four months later my wife and I were on our way home during a severe thunderstorm. We were a few blocks from home sitting at an intersection when the car alarmed us saying "AC Off Due to High Engine Temp". We made a left hand turned over a set of rail road tracks and as we were doing so the temp gauge went to red and the cabin filled with steam. We could not see outside the vehicle and had to immediately pull over. As we pulled over we hit a curb damaging a wheel and scaring us quite a bit. Luckily we did not hit anything else, or worse a vehicle or pedestrian. I called Onstar and asked what was happening. At this point we still couldn't see outside the vehicle, and I couldn't even stick my head out the window to see because it was during a sever thunderstorm with heavy rain. Onstar stated the car had basically overheated and needed to be turned off and towed. The rain had slowed down, and the Onstar rep stated if we were very close to home he would stay on the phone with us to make sure nothing else happened if we wanted to continue home as opposed to being stranded waiting for a tow. We opted to drive home. My wife just continuously kept wiping the windshield with a cloth so I could see to get home. We made it home and I asked the Onstar rep to document what happened so when I get it towed to the dealer the next day they can see it. The rep told me he had no way of doing so. I called the dealer the next day and had it towed in. The vehicle had about 26k miles on it and was only a year and two months old at this point. I was informed by the dealer a week later that the water pump had failed, the gasket physically shot out of the pump and thats what caused all the issues. They fixed the damaged wheel at this time as well being that it was caused by this. So at only a little over a year old the car has had two failed components, with this one putting my wife and I in a seriously unsafe situation. Had it happened just a few minutes earlier we would have been on the highway doing 65mph. Luckily it happened when we were in town and there was no traffic. At this point, my confidence in the vehicle was just about gone.

After getting the car back from the last failure, it only took two weeks for another problem to present itself. The car began to have intermittent shifting issues. Sometimes when the vehicle first starts up when you go from "P" to "D" it slams into "D" and shakes the entire care. Also, while driving the vehicle it randomly feels like it's stutter shifting as if it's not sure what gear it wants to go in. While driving in town it occasionally shifts hard while up or down shifting. I made and appointment with the dealer for these problems. They flashed an update to the cars computer, and this helped for a day or two before the problems came up again. At this point my wedding was coming up along with my honeymoon so I wasn't able to take the car in again until we got back.

When I returned from my honeymoon in September of this year I called the dealer to make an appointment a few days later for the continuing transmission issues. Before I was able to take the car into the dealer another problem presented itself. One morning when I left for work very early I was coming out of my development approaching a stop sign to an intersecting 45mph state road. As I approached the stop sign at about 25mph I applied the brakes and didn't feel the car begin to slow down. I pressed the brake pedal all the way to the floor, heard a whoosh noise, and with a second or two delay the car slowly stopped as I rolled through the stop sign partially on the the intersecting road. Luckily, there were no cars coming or this could have been a very bad accident. The pedal was very spongy, and did stop the care immediately like pushing the pedal to the floor should. I pumped the pedal a few times until it built up pressure then continued my drive to work cautiously. When I left work that afternoon I tested the pedal before pulling out of the lot, sure enough the same thing happened. Once the pedal was pumped a few times and the care warmed up, the firm pedal returned and the car would stop like normal. I informed the dealer of this when I dropped the vehicle off the following day. They had the car for about two weeks and stated they couldn't duplicate any of my issues. I went into the dealer and drove it with the sale manager because the service manage was not there that day. When I drove it with him the brake pedal was spongy and it had delayed braking as soon as we went to leave the lot. He heard the whoosh as well when this happened. We continued to drive it to try to bring up the transmission issues but unfortunately they didn't present themselves. Once we got back to the shop they took the car back to look at the brake issue. After a few days they called and said it was fixed by resurfacing the rotors and replacing the pads. I went in to pick the vehicle up and as soon as I left the parking space the brake pedal was spongy and went to the floor not stopping the car for a second or two. I went right back in and told them. They kept the vehicle for another few days then called me and said they replaced the Brake Boosted Pump and Vacuum Pipe. This seems to have fixed the brake problem, but the transmission problem still exist. This was the third failed component on the vehicle with about 30k miles on it. This was the second safety issue the car had. At this point, the sales manager and service manager said they were working with corporate to get me out of the vehicle because it's had so many problems and the transmission issue has not been resolved. I told them I was very disappointed in everything, after all I traded in a vehicle that had no car payments that required maintenance every few months to now have a car with a car payment that needs maintenance every few months and had put me in unsafe situations not once but twice.

About two weeks ago I went into the dealer because they said they had received assistance from corporate to take my vehicle back and get me into a vehicle that would have the safety and reliability I originally purchased the car for. When we sat down to discuss the details they told me I would receive $4,000 in trade assistance and they would give me $15,500 for my car. The pay off on the car at the time was roughly $20,000. The salesman showed me a 2012 Cruze and a 2013 that was the same car as mine and said with the tax savings of trading my car in I wouldn't owe anything else on my current loan. The problem comes in when the price for the Cruze has gone up since I purchased mine and would be expected to pay an additional $40/month more in car payment. This is a slap in the face. Not only am I out over $5,000 in car payments I've made over the last year and a half due to buying an obviously faulty vehicle, I am expected to pay more to replace it with the exact same vehicle only a year or two newer. I told the dealer my feelings on this and they agreed, but said there was nothing else they could do. They looked into ordering me a different vehicle.

I contacted corporate GM last Wednesday 10/24/12. I spoke with a lady by the name of Luisa and explained my feelings to her. I explained all the issues I've had, and that I continued to have a transmission issue. I told her everything the dealer said. I also explained to her that I have a Saturn Ion Redline along with a Chevy Equinox, I am a loyal GM customer. I have planned to always be one because I have never had an issued with the way GM took care of their customers. I explained to her that I feel GM is adding insult to injury when they expect a customer to lose out on the money they paid for a vehicle that is shown to be faulty and then expect the customer to pay more on top of that to replace the vehicle. She said she would open a claim and try to call the dealer and then have a district person contact me. I called the next day on Thursday 10/25/12 and asked for an update. I spoke to Tamara who said the notes stated when Luisa called the dealer that they were closed. I asked her if it said what time Luisa called, and she stated around 7pm. The dealer doesn't close until 8pm. I informed Tamara of this and she said she wasn't sure why Luisa said that, but she would notify Luisa to contact me. Luisa never contacted me. I called a few hours later and spoke to Bob. Bob said the case still stated Luisa was working on getting a hold of the dealer, but was unsuccessful so he would try when we got off the phone. I did not hear anything back so I called again in the evening and spoke to Norman. Norman said Luisa noted the case that she called the dealer again but no one supposedly answered. I asked him to call the dealer with me on the phone, and he did. He had no issues getting a hold of the dealer. He told me it could now be escalated so a district person could contact me and he sympathized with me and how I felt about being asked to eat over $5,000 and still pay more for another car that was the same vehicle. I told him I needed someone to call me back as soon as possible because the dealer was trying to order a car the following day. He said he expedited it as much as he could.

On Friday morning 10/26/12 Elizabeth called me at 9:30am. I unfortunately missed the call and returned her call within two minutes. I was not able to get a hold of her for the rest of the day. I spoke to the dealer that day as well and they stated they were able to get an additional $500 in trade assistance but could not do anything further. I worked with them on placing an order for a vehicle and told them I'm still not satisfied about the money I've lost out on and will continue to lose out on. On Monday 10/29/12 afternoon Elizabeth called me back and said she was aware that an order was being placed by the dealer for a vehicle and that they had achieved trade assistance of $4,000. She asked me if there was anything further she could do. I explained to her that I felt GM was not showing care for a customer that purchased a brand new vehicle that is obviously faulty by expecting them to eat their car payment for the last year and a half along with pay more for an equivalent vehicle. I informed her that I have been a loyal GM customer, but discovering that this is how GM treats its customer when they receive a faulty vehicle is a slap in the face to their customers. She stated she agreed and asked what more I was seeking. I told her I would like GM to meet me somewhere in the money I've lost paying on the faulty and unsafe vehicle for the past year and a half. I told her I understand that I'm not required to pay anything further on the vehicle, but if it wasn't for these issues I wouldn't even be considering trading the vehicle in and would have happily kept paying on the vehicle and driving it until who knows when. So if I wouldn't have had all the issues, I would be in vehicle that was worth what I paid for. Therefore I would like GM to show that they care about customers who go through these situations and lose out on money and their vehicle by helping to at least meet halfway with the money that was lost. She said she didn't see that as being unfair would look into what else she could do for me and would let me know on Thursday 11/1/12. I received a call this morning 11/1/12 from a rep named Supa who stated GM would do nothing further than the trade assistance that was already offered and that while she sympathized with me there was nothing else that would be done. I told her that I am very disappointed that GM would treat its customers this way.

I am in disbelief that GM handles customers this way. I bought what I trusted to be a safe, reliable, and fuel efficient vehicle. It's accomplished fuel efficiency, but not safety or reliability. It's had a total of three failed components, two of them caused safety issues. Also, the transmission issues still hasn't been resolved. If I wanted a car that I would have to worry about, I would have kept my 2000 cougar that I had zero car payment on. Now I feel as though GM doesn't care, and while they've offered trade assistance so i owe nothing further on the vehicle I am forced to eat over $5,000 to get out of the vehicle that has proven it's faulty. I feel I'm trapped into another GM vehicle because of the trade assistance, because if I don't use it then I will lose out on even more money. This is the worst feeling I have ever had with a GM vehicle, and I'm severely disappointed. My grandpa is a retired GM employee, and my step-dad works for Ford. So I have my choice of employee pricing for either domestic car company. I have usually purchased GM vehicles when it's come to new vehicles because I've had good experiences in the past. This experience has ruined my confidence that GM builds quality vehicles, and that they care about their customers. There is hardly a worse feeling than having to choose between losing money and being forced to pay for a new vehicle, losing more money by going to another car company, or continuing to drive an unreliable and at times unsafe vehicle to prevent losing money. No matter what, I am losing money because I trusted this car to be what GM promised it to be and now that it's turned out to be the opposite they won't stand completely behind it and take care of it.
See less See more
Not open for further replies.
1 - 12 of 71 Posts
Ouch. Sorry to hear about all that.

It sounds like your dealer is not terribly concerned about keeping you as a customer, either. Remember, dealers are independent agents of GM, not owned by GM themselves. If you've purchased your other two vehicles from that same dealer, I'd point this out to them also, and see what they can do too to help swing the deal. Otherwise they'll have a very angry customer telling other folks not to buy from them, and that hurts their bottom line.

So, are they offering $15,500 for the car and another $4000 on top of that, or is that $4000 included in the $15,500 figure? If they're offering only $11,500 for a 2011 before the trade-in assistance, that's awfully low. If it's the former, then it's a bit more fair. It still could be better, though.

Like Xtreme said, the 2012 and 2013 Cruzes are more reliable and do have more features than the 2011's, so they did increase in price. For an Eco, the 2012 was $600 more than the 2011 because it got more features standard, and some additional packages. For 2013, it's gone up more since they added a much fancier touchscreen radio and some other little toys.

Hope it works out for you!
they were offering 15,500 for the trade and then 4,000 trade assist.

boostedirl, to prove that GM cares, they have offered to contact you directly. My contact at GM has notified me that she heard back from Executive Customer Service and would like to get your contact information.

They need your name, cell phone number, and e-mail address. Please send me that information in a private message and I will pass it along.
pm'ed you the info. thank you for your help and time.

Sorry for your troubles but think you are missing the part where you drove the car 30,000miles, do you expect to get those miles & 2years of driving for free? Even when you lemon law a car they deduct the mileage on the car as a depreciation.

I for one would be happy that they are trying to help you out at all, I'm sure there are others with first year cars that have had more issues than yourself that have not been offered squat.
Look, for the past 18 months that I've owned the vehicle it's been in service a little over three months total time. So I had the vehicle to drive for 15 of the past 18 months. I never said I expected to drive the car for free for my troubles. No one should be happy to have purchased a vehicle and lose out on so much money because it ended up being a faulty vehicle. The mindset of thinking "well others have probably had it worse and got less" is garbage. No one should be ok with purchasing a product that falls short on several occasions and the manufacture doesn't stand behind it expecting the customer to pay more to get rid of it. We all work hard and pay good money for our products, there should be no room for acceptance of failed products and being asked to pay more. That goes for any product, not just cars. I'm sorry, but the fact that people are not held accountable for what they do is irritating the crap out of me anymore. End rant, lol. I will say this in addition, things happen and stuff goes wrong. When that happens, it doesn't mean the company is a bad company. It all depends on how they handle it. If they take care of it, and show appreciation for your loyalty then they continue to deserve your business.
See less See more
  • Like
Reactions: 2
No ****.

Not GMs fault that this guy is upside-down and owes 20K on a car that's worth 15.5K.

They're giving you 20K for a car that's worth 15.5, what more do you want? It's not their fault that you don't seem to understand what depreciation is or how $0 down loans work, or MSRPs on a vehicle with more features for that matter.

Their deal seems fair to me. I'd be grateful.
Wow, seriously? I have a very good understanding of depreciation. If I didn't have all the issues I've had and was just trading the car in, then yes I could see why someone should be happy with getting out of a loan owing nothing. However, I've had several issues and continue to have an issue so this isn't your average car. You say it's not gm's fault for depreciation, well guess's not my fault I purchased a faulty vehicle. If it wasn't faulty, this wouldn't be an issue because I loved the car prior to all the issues. I wouldn't even be considering another car if my cruze was fine. I paid for a car that works reliably and safely, that's all I'm asking for. I just want a vehicle that gives what you pay for it to do. I'm simply asking GM to stand behind their products and not to expect me to pay for someone else's mistake. Hold those people accountable and get the money from for gproducing faulty parts.
  • Like
Reactions: 1
Boost, for each repair, did you pay out of pocket? or was it covered by the powertrain?
The dealer paid for them. They did not give me any problems with repairing the vehicle, they just took a little bit of time to diagnose things. The transmission issue intermittent and still ongoing. I'm happy for the most part with my dealer. I'm appreciative of the trade assist that they have achieved for me. I am just disappointed that a vehicle would have three failures, two of them safety issues, and a fourth ongoing issue.

This is why I try to keep my vehicles until the wheels fall off.
This is exactly what I wanted to do with this car. Depreciation would mean nothing to me if the vehicle would have been what I purchased it to be. I was completely content with the vehicle until all the issues started happening. Had the issues not presented themselves, I would have never considered getting rid of the vehicle.

Here's an off the wall opinion for those who think I should just deal with it, your completely fine with paying for a product that fails and eating the cost to replace it? How about we hold those who build failed parts accountable for producing such a product? Is it really that far out to think we should do this? GM should be going to these distributors and telling them look, you gave us an inferior product that is hurting our brand. Either you up your standards and give us products that work, or we will see that you pay for the crap product you gave us and you will no longer be a parts distributor for us. I loved my car, I had no intention of ever getting rid of it before all this happened. I am meticulous in taking care of my cars as well. So the issues they are undertaking in getting my car back, are not issues I've caused. The people who gave them these faulty parts should be held responsible. I at no point in time ever asked to be fully reimbursed for my vehicle either by the way. I am not an ignorant consumer that just expects the world to be handed to me, however I am a consumer that expects that when I buy a product it will work as described. If the product fails, I expect the company to stand behind it and go after those who are accountable for their failures. What in world happened to a country that took pride in the things they made and the things they purchased? Is it seriously too far off to think that a person shouldn't just say ok, you made a product that fails so I'm completely ok giving you more of money to replace said product? This doesn't just go for GM, this goes for every company out there. Things will never get fixed if you simply let it roll of your shoulder and continue to shell out more money. I am thankful for what GM had done so far, I'm just asking for gratitude for my loyalty that's been displayed and meet me somewhere in the middle when asking me to pay to replace a faulty product. I understand crap happens, especially when they're in their first year of production. It's how a company responds to the failures that make the difference between a great company and a company that doesn't care and just wants more of you money. If some of you are ok with giving your money away, I can send you my paypal and you send that extra money my way.
See less See more
  • Like
Reactions: 5
GM did indeed give him a fair deal, and it seems that he is satisfied with their offer. $4,000 covers the depreciation of the vehicle as a cost to him. His loss will have been $5,000 over 18 months, which effectively makes his loaded LTZ RS a rental car at a rate of ~$9 per day.

From what I can tell, they practically turned his loan into a lease and ended it early. In addition, my GM contact has notified me that he has agreed to purchase a Corvette.

I'd say GM has more than adequately shown how much they care about their customers.

Jeff, I understand you were inconvenienced, but GM has done more than what I've seen any other car company do. Having given this more thought and having done some calculating, I can honestly say that they have been very fair and honorable.

GM has proven yet again that they are more than deserving of my business and recommendation, and I hope that anyone who comes across this thread in the future will see the situation for what it really is; GM going above and beyond what they are contractually obligated to in order to make a customer happy.
Are the people you forwarded my contact info to no longer going to contact me?
Here's an excerpt from the email I received that should answer your question:

As I noted in the message you just quoted, I would agree that their offer is fair. Many on this board will promptly acknowledge that I have stood my ground against them in the past with issues where I firmly believed they needed to make a correction, but this is not one of them.

Knowing the deal you got, I can't say that I would have asked for more in your situation. You got a better deal than you would have if you had leased the car and ended the lease early with no penalty.
Thank you for your help and your time. I just needed to know before I continue to pursue other avenues. Again, thanks. I will be moving on from this forum but I appreciate what it had to offer. I hope no one else has to undergo the amount of issues I have, and continue to have only to be asked to pay for someone's lack of ability to produce a quality product. Being that I'm trapped into my deal, this will be the last vehicle from GM I will most likely ever purchase. It's unfortunate, but it happens and in the grand scheme of things who cares about losing one customer when there are many more out there willing to give money for a product that they don't expect to be a quality product that people will stand behind.

Edit: I just looked over all the loan info, it's over $7k that I've paid to date. Oh well, who cares anyway. Why should a customer be upset over purchasing a rental car basically.
Look, I guess the point that I had in continuing to be upset is the fact that I bought the car because I wanted a safe, reliable, and fuel efficient vehicle. Instead, I received a faulty vehicle that continues to have an issue and compromised my safety twice. I guess maybe if the failures that resulted in compromising my safety would have resulted in an accident it would be a bigger deal. However, luckily no one was injured during these failures so that is neither here nor there. My frustration lies with this; I've paid over $7k in the past 18 months for a car I had every intention of keeping. I was 18 months closer to owning that vehicle and having no car payment. Now, while I'm able to start fresh I have to under take a new loan for a new vehicle that I am that much further from owning. It doesn't matter if that is another cruze, a sonic, a corvette, or any other car. I am out the time and money that I spent towards owning a car with no car payment. That is what will forever frustrate me about this situation. If I wanted to turn around and get a new car every few years, I would have just leased this car and taken a much lower car payment. However I wanted to own the car. So that is where I got burned in my opinion. I didn't receive a product that I paid to have, and now have to under take paying for a new product starting fresh that will hopefully be what I pay for it to be. I have accepted what my dealer and GM worked out with me. Just because I accepted this and want to move on doesn't mean this ok . I just don't want to spend any more time and energy on it. XtremeRevolution, thank you for your time and your attempt at helping. I appreciate it. Moving forward, it will be a hard decision from here on out on whether or not I will ever trust the GM brand and for them to stand behind their products. If nothing else, I will NEVER buy a vehicle form them and will only lease from here on out.
See less See more
Yes, I realize I paid for a new vehicle. Whether its a corvette, cruze, sonic, makes no difference. The trade assistance was worked out before I picked a new vehicle. You have completely missed my point. If I wouldn't have had these issues, I would be keeping the car and enjoying the fact that in about 3 and 1/2 more years I would have a car that I paid for and would at that point car payment free. GM didn't do me a favor with the car I ordered, they did me a favor in working on the trade assistance.
I guess it's got lost in translation here that I am happy my dealer and GM achieved the trade assistance. That's a step in the right direction. I'm also aware that stuff happens and not everything is perfect. It's the ability of a company to stand behind the product it produces when the lemons pop up. I appreciate GM's effort, but that doesn't mean I have to be happy about what I've lost. Yes, I have chose to take on a more expensive car in the process. However, the assistance started before that decision was made so for everyone who is thinking "but you got a corvette" it didn't matter what car I chose when they worked on this and at that point in time I was only considering a cruze. I've chosen a corvette because I figured if I am going to be forced to lose out on my money and the time I've made car payment along with under taking more of a car payment, then I might as well go big and get a car that I really want. If I was simply trading in the car and didn't have any issues with it, I wouldn't be nearly as upset over the money I lost. If I messed the car up, I would own up to it and wouldn't expect anything. I didn't, I've only taken care of the car to the best of my ability. Nothing from here on out will get rid of my frustration over this incident as it's been spelled out that I have to just deal with it. It has simply left a bad taste with me about future GM purchases, and if I do consider any future GM purchases it will most definitely be lease only.
See less See more
Am I the only one in the room wondering how someone's B&M's about $40-$50/month additional payment on a new vs. 18-month old Cruze, then turns around and gets 'Vette, which will burn about twice that difference in gas alone? :question:
The vette' will not be my daily driver. lol. It's not that I can't afford the more expensive car payment, it was the principle of me being forced into that giving the circumstances. I guess the point was missed about me being upset over the payment. Until anyone on here is put in this position, you won't understand. I've made a choice, it's done. I have learned my lesson to never buy a first year vehicle and trust the whole montra of "million miles" of testing. I have another GM vehicle that I be using as my daily driver and will hopefully be able to enjoy the vette' for what it is. I certainly wasn't able to enjoy the cruze for what it was.
Pictures or it didn't happen ! :)

Freaking guy, i want my car to die now.
Picture or what didn't happen? lol
Well owning that Corvette is gonna destroy your love of GM if you try to put 30k miles on it in the next two years by daily driving it. The Corvette is made to be a car you drive once a week jn the summer in a sunny day off work. Not an everyday work horse.

It isnt gonna be reliable, the maintenance and parts costs are 10 times that of a cruze, or even your old cougar, and expect to pay hundreds more a month in gas.

I really hope that you plan to buy something else to drive to work everyday and just keep the vette in the garage.

Sent from my DROID BIONIC using AutoGuide.Com Free App
Sorry, I should have been more clear with that decision. I have a Saturn Ion Redline, hence the screen name boostedirl meaning boosted ion redline. I would never dream of putting that many miles a year on a Corvette. I am a car enthusiast. The Saturn was my fun car while I drove the cruze. I put all of 500 miles on the saturn in the past two years because it only came out during the nice warm sunny days and the days I took it to the track. Now it will be my daily driver and obviously the vette' will be my fun car. Look, I'm excited about getting a corvette. However, what GM did is not what enabled me to get it. I'm just not happy about the 18 months of car payments that are lost on a faulty vehicle. No one is going to change my opinion on that. Oh, and I will post pics if you'd like when I take delivery of it next month.
1 - 12 of 71 Posts
Not open for further replies.