[doropallo]

We bought a 2008 Outlook XR in March of 2008 and took it to the dealer that is supposed to cover our warranty, but the guy behind the counter told my wife that the money we spent on the extended bumper to bumper warranty doesn't cover trim, and a leak is considered trim. This is the same leak that this vehicle has been in for a couple of times already, not a new problem. Is this true? Bumper to bumper doesn't mean what it says?

We really hate going in for any service when the one person they dedicated to all Saturn issues isn't there, you feel like a second class citizen, they really don't want to deal with us. My wife said she pulled up to the glass door that has the sign the door will open automatically, please pull in. She sat there for 5 minutes before she got out of the vehicle, went in, only to have a Caddy pull up and then the doors opened. I am starting to regret my loyalty my to GM, this is our 5th GM vehicle since 2000. They dump Saturn and the dealer treats you like vermin, even though it is the same dealer that sold the vehicle.

 

[ls973800]

Is this true? Bumper to bumper doesn't mean what it says?


If you purchased the GMPP extended warranty, no where on the paperwork or the contract will it say bumper to bumper. It will however list those items which are not included as being covered, as pasted from the GMPP site below.

Component Coverage
Covered Parts


It's as simple as this: If it's not on the very short list of what's not covered, it's covered!
For years, millions of Major Guard customers have known that, "From the engine to the trunk lock, if a part breaks - even if it results from wear and tear * - and it's not on the list of the few items not covered, Major Guard will pay for the repair less any applicable deductible - whatever the part!"


Non-Covered Parts


Sheet metal
Body parts, panels and rails
Bumpers
Chassis frame
Cross members
Hinges
Trim, moldings, and bright metal
Paint
Rust damage
Convertible and vinyl tops
Weather-strips
Carpet and upholstery



Exhaust component and catalytic converter
Tires
Glass
Lenses
Sealed Beams
Light Bulbs
Batteries
Brake drums
Shock absorbers
Squeaks , rattles, wind noise and odors
Correction of air and water leaks


Unless required in connection with a covered part we will not pay for: engine tune-up, suspension alignment, wheel balancing, filters, lubricants, engine coolant, drive belts, radiator hoses, heater and vacuum hoses, windshield wiper blades, air conditioning recharging, fluids, spark/glow plugs and wires, brake pads/linings and brake shoes/rotors, manual clutch disc, vehicle manufacturer recommended maintenance services and parts.

Every other part is covered!

This is the top of the line GM extended warranty, but it is NOT bumper to bumper. If you had work under the original B2B warranty, you might have some repair warranty (usually 12 months/12000 miles) on those repairs.

I know it is different than what you were told or what you thought about the coverage, but that's the way it is unfortunately. Perhaps a different dealer would be more accommodating? You could also contact one of the GM customer service reps who hang out on the Enclave/Traverse/Acadia forums to see if they can help.

Good luck

 

[doropallo]

Thanks for the quick reply, we figured that since this a recurring problem they would have taken care of it, seems to be a common problems with these vehicles and sunroofs.

 

[ls973800]

I agree totally that GM should stand behind their products when there is a known defect, such as the defective sunroof drain tubes, etc. You have had repairs made while under factory warranty, and there is no reason that GM should not repair your defect at their cost, in my opinion. There were several known issues besides the drain tubes, so you may have a combination of problems.

There have been owner's on these boards that had attempted repairs made four, five, even six times before the leaks were stopped. One owner never did get the leaks stopped.

I strongly recommend you contact aGM customer service rep on the boards and let her try and help.

 

[doropallo]

I sat back for the day and was contacted by the person who only deals with Saturn owners at the dealership. This is why I deal with her, the other reps for Cadillac treat us like sh*t.

David,



I am so sorry for the miscommunication. I did not realize that you already had the outlook in last week. And I did not see your wife when she came in. Whoever you spoke to is “technically” correct. Water leaks are not covered past the bumper to bumper warranty and the extended warranty that you have on the vehicle does not cover water leaks. However, I am aware of the ongoing issues you have had with regards to the water leak and had planned to take care of it for you as a goodwill gesture/customer enthusiasm. I am very sorry for the inconvenience but if you would like to bring the outlook back I can provide you with an enterprise loaner car at no cost to you and also get the water leak repaired once and for all. There would be no charge to you for this service. I am so sorry for your inconvenience.



Best Regards,

 

[ls973800]

Fantastic! That's the type of service GM should be known for. Unfortunately we don't hear about that kind of commitment too often with the GM brands, even on known problems.

 

[sailfish]

Yes great news and that is what owners should expect as treatment from their dealers. If they want a repeat customer and if they want you to promote them to your friends dealers need to step it up a whole lot to keep us their customers happy.

 

[GM Customer Service]

@doropallo, I have read your posts about your 2008 Outlook and the dealership. I was glad that you included the memo from the service advisor that handles the Saturn vehicles that come in, but I completely understand your frustration with the rest of the dealership's staff.

If you would like me to file a complaint your behalf please, let me know.

Have you made the appointment to get the vehicle back into the dealership for this?

Michelle, GM Customer Service

 

[doropallo]

Hi Michelle, yes we have an appointment for Monday at 9AM. Jennifer is good about it, and friendly, she moved over when the Saturn dealership closed. I don't have the guys name that my wife dealt with on Tuesday, I spoke with him when he called to tell her the work was done and it was ready for pickup. I said to him that "You told my wife that the only coverage we have is the Powertrain?" She doesn't know much about cars, and his tone changed and his voice rose and I got a "I DIDN'T SAY THAT, I SAID ..." My wife said he was a real jerk the entire time, she'll get his name Monday.

Funny, we used to get surveys after every trip to the dealer when it was Saturn, now not so much. We made the original appointment online where I stated all that needed to be looked at and filled out the time, but we never received a confirmation, and when she arrived the guy starts off "Your not in the system, oh online we don't have that transfer over" and then she had to start from scratch. I only did it to save some time, and it seems he acts all uppity and started talking down to her. The online appointment was filled out on a Thursday for a Tuesday appointment, I figured that was plenty of a heads up.

But now that Jenn got back to us all will good, unless she ever leaves for another job then things will go back to the 2nd class treatment I suppose.

 

[GM Customer Service]

@doropallo, I am glad that Jenn is taking care of you on this. However, I apologize that you had the negative treatment from the others at the dealership. Please, keep me informed of the outcome of the appointment on Monday.

I hope you have a great weekend.

Michelle, GM Customer Service

 

[doropallo]

Michelle, Jennifer took it in today and said they will search to find the source, even drop the headliner, which we know is the only way to find out where the leak is occurring. My wife was much happier they gave her a Suburban as a loaner this time, last time was an HHR which is small for her even (she banged her head getting in and out). Plus Jennifer is such a pleasure to deal with.

I have a short video from the last time it went in for leaks, we were on vacation in Boston and it was pouring in on my kids in the back.
http://www.youtube.com/watch?v=qfv8QogVSTY&feature=youtu.be

 

[GM Customer Service]

@doropallo, thank you for an update of your situation. :thumb:

I have also received your private messages about this. I will be working on things today for you.

Michelle, GM Customer Service

 

[doropallo]

Michelle, we got the Outlook back today and I am reading the Invoice and they seem to have followed Bulletin 07-08-57-002G. They removed the cross hatch inside drain tubes, plugged 4 drain holes, removed the rear sunroof re-sealed and put it back in. Removed the front carpets and found wet padding under the instrument panel. Removed the headliner as well and left all carpets out to dry. They were thorough and cleaned and plugged all that could cause a problem. Hope that takes care of it.

Our Outlook is garaged most of the day, except for the 8 hours my wife works at night, so the vehicle doesn't sit in the harsh sun or under any trees that could clog any drain tubes. It looks as if GM is aware of what happens with these vehicles and I am happy they stand behind their product and perform a Goodwill Warranty.