ComplaintsforMarburger Chevrolet

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 19, 2024 We had to have our 2021 Chevrolet RST 4x4 with only ****** miles towed to Marburger Chevrolet. The truck is still within the Manufacture's Warranty. We were required to pay the tow bill. General Motors has stated they approved to reimburse our tow bill but have yet to receive a check. On Monday, May 6, 2024 we contacted General Motors for a possible buy back on the truck. Thursday, May 9, 2024 General Motors contacted us back to state that the buy back was denied. They wouldn't even tell us why it was denied. The truck has been at the dealership since February 19, 2024 stating they cannot get the parts to fix our truck. We were first told estimated ship date for parts was 04/15/2024 and the parts never shipped. It took us 1 1/2 months to get a loaner truck that we are not allowed to tow or haul anything with. Is there anything you can to do help?Our truck being out of commission has even disrupted our vacation plans for Ohio bike week the week of May 27 - June 1st because we have no way to tow our motorcycles. General Motors stated we could rent a truck and they MIGHT would reimburse us. After not receiving the tow reimbursement I am worried we would never get the reimbursement for a rental truck.

  Business response

  05/28/2024

  Good afternoon-

  I am sorry for the frustration with your Silverado. Unfortunately, we are at the mercy of the manufacturer when it comes to some of the parts availability and have nothing to do with a trade assistance or buy back situation as that is handled solely between the customer and the manufacturer. If GM has approved a tow bill, if you will get me a copy of the confirmation we will work on getting you reimbursed as I know nothing about it. When the customer dropped the truck off, we diagnosed the problem as a control valve which was ordered on Feb 21. Unfortunately, the part was on back order with an original *** of 5/28. On March 15th, we placed the customer in a loaner vehicle while their truck wasn't able to be driven. The customer is to use the loaner until we can get the new part on their truck. We can try and trade the customer out of the truck into a new or used vehicle and give them a fair trade number making us responsible and waiting on their current truck parts to arrive if they so choose. This would be a cash or finance option, depending on the customer's personal financial situation and desires. Again, I am sorry for the trouble and want more than anything for the customer's part to arrive to get this resolved and our loaner truck returned! If i can be or any more assistance please let me know. In the meantime, we will continue to push our GM representative to help get this part here as quickly as possible. As of today, the *** is June 3, but a shipping update has been provided to my parts department so I feel confident this will arrive be resolved soon. We will continue to update the customer as the parts arrive and the technician knows to put them on as soon as they get here.

   

  Regards,

  ***** Marburger

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩