Update - Day 28
A lot has occurred over the past two days. I do apologize for the length of this update.
After that last telephone encounter on Thursday afternoon, I decided that I no longer trust any of the individuals that I have been dealing with at the dealer. I decided that I would reach out to the corporate side of GM to open a case for them to review the actions of the dealer. Before I could call corporate, I received a call from my original service advisor. A long discussion occurred, but I was reassured that he had went to battle on my behalf and was able to secure warranty pricing for the catalytic converters. However, this has not changed my price. I told him I was going to call corporate and asked for the customer support number which he gave. Well, that number was incorrect and led me to some insurance agency. I searched for the right number to call and filed the case. I was told that my case would be escalated and that a regional advisor would reach out to me, but given it was lunch time on Friday at this point more than likely they wouldn't call back until the first of the week. Understandable, I'm sure they have many cases and they need to conduct some research and ask for information from the dealer on my case.
Within 2 hours I received a call from a regional advisor who said that very abruptly said that they could not offer any financial assistance but they could help with "things" after the repair was completed. I asked what the "things" were and she offered Onstar subscription. I began to argue, as one would, and she said that she was going to reach out for additional information from dealer and call me back. She said that she wouldn't be able to call back until Tuesday.
Mind you I'm conducting all these calls while I am working.
Jump to 4pm and I receive a call from a different service advisor from the dealer, whom is apparently the service lane supervisor. He apologized for how abrupt he was during his previous call but he had more bad news for me. He said that since the warranty side of the repair was complete he could no longer justify paying for the rental vehicle. He said they would no longer pay after that day. I expressed my utter disbelief in the customer service of his dealership and informed him that I would be physically unable to return the vehicle that afternoon but would do so the next day. He hesitantly agreed.
I mulled over the situation that night and decided that I would be taking my vehicle to another dealer in my area that has high recommendations. Again, I was told the vehicle was back together and running but not well. My plan was to drop off the rental, go to the dealer and drive my vehicle to the new dealer. Saturday I show up at the service center, which is supposed to be open from 8am to 2 pm. I find a mechanic and a service advisor I've never talked to sitting in an office, I told them who I was and the advisor went on a search for paperwork. Once he found it he asked if I had talked to the original advisor and I said yes, however I want my vehicle and I informed him of the my desire to go to a different dealer. This is when the 'mechanic' chimed in and said you're not driving that vehicle anywhere. The truck is on a lift, torn apart. Conversation ensued that I'm sure you could imagine. The 'mechanic' said that he moved the truck into the shop for the repair and it was "barely running" and that if they placed the original converters on the truck that it would not run. I began to ask how a vehicle that was only having an audible tapping sound, that you tried to return to me saying nothing was wrong, suddenly developed such a catastrophic issue after sitting in their parking lot for a month. Again, I had no other issues including no check engine light other than the audible tapping. He said he wasn't arguing with me. I informed both of them that I would be coming back Monday afternoon to pick up my vehicle and they should make sure the vehicle is back together.
I immediately called corporate customer service again and explained the encounter. She said that they will escalate the case to the supervisor of the regional advisor and that I should be getting a call on Monday. I then reached out to a friend for a recommendation of a tow company and explained the situation to him. He fortunately knew the service director of the dealer and explained that he would reach out on my behalf as he agreed the situation sounded questionable. Ultimately, the service director of the department knew nothing of the situation. Even though I have asked to have them call me multiple times. I was promised a call by him on Monday morning once he gets to work and is able to find out exactly what the situation is.
