Taking your vehicle in for repair is not usually an experience we look forward to.  Disputes involving repairs are even more unwelcome.  As frustrating as this can be, there is something you can do to come to a resolution when a dispute occurs.  Included in this article, are the steps to take if your vehicle is under warranty and you have a dispute.

GENERAL MOTORS

If you have a dispute involving repairs made to a vehicle under the GM Limited Warranty or regarding the extent to which warranty coverage was provided, you are encouraged to first seek resolution with the management of the dealership.

If resolution is not reached, contact the Customer Assistance Center.  They will discuss alternatives with you and or the dealership to work toward an acceptable resolution.  The Customer Assistance Center numbers are:

Buick               1(800) 521-7300

Cadillac           1(800) 458-8006

Chevrolet         1(800) 222-1020

GMC               1(800) 462-8782

Oldsmobile      1(800) 442-6537

Pontiac                        1(800) 762-2737

Saab                 1(800) 955-9007

Saturn              1(800) 553-6000

If working with the Customer Assistance Center does not resolve the dispute, you may contact one of the in-plant Vehicle Promotion and Assistance Contacts (VPAC) for assistance.  The VPAC’s at the Grand Rapids Metal Plant are Larry Givens at 246-3198 or Larry Melville at 246-3112.  VPAC’s are often times successful at facilitating a resolution and have a variety of resources available to them to help you make your case.  VPAC assistance is available to employees, retirees, and the general public, so do not hesitate to give out their phone numbers to your neighbors, friends, and family who may need this type of assistance.

If the issue is still not resolved after allowing the preceding steps, then your VPAC can give you suggestions on next steps utilizing processes and agencies outside of GM.  Some examples of these next steps are utilizing the Dispute Resolution Process administered locally by the Better Business Bureau (BBB) or even the Lemon Law.  In most cases, these two options should be used as a last resort.

WARRANTY EXPIRED

If your vehicle warranty has expired and you experience misrepresentation, unsatisfactory repairs, and/or unnecessary delays by an automotive dealer or repair shop, there is also something you can do.

Step One:  Talk to the Manager

1.      Be courteous and calm.

2.      Explain the problem accurately.  Provide dates, estimated or billed amounts, and as many facts as  you can.

3.      State what you think is a fair settlement or correction.

4.      State whether you are willing to negotiate.

5.      If you cannot get a satisfactory settlement, you may wish to tell the business that you will file a complaint with the State of Michigan.

Step Two:  Contact the State

If you have talked to the owner or manager and have not reached a satisfactory settlement, contact the Bureau of Legal and Regulatory Services, Michigan Department of State at 1(800) 292-4204.  The complaint form can be found online at: www.sos.state.mi.us/micomp/compform.html

OTHER IMPORTANT NUMBERS

National Highway Traffic Safety Administration

1(888) 327-4236

Complaints involving design and equipment; unsafe or recalls.

Michigan Office of Financial Institutions and Insurance Services

1(877) 999-6442

Problems regarding auto insurance coverage.

Michigan Attorney General’s Consumer Protection Division

1(517) 373-1140

Lemon Law issues.  This office also handles unresolved warranty issues, but because of the discount we receive, we must follow the procedures listed under warranty disputes.

I hope you never have to use any of the information provided in this article, but if you have problems with a dealer or repair shop, it is good information to have.

Larry Givens, Quality Network Rep & VPAC