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I have been a loyal GM customer for decades. The manufacturing company I own has a small fleet of GM vehicles. GM vehicles have always been my go-to for business and personal use.
I ordered a 2022 3500HD Silverado in July. In mid-November I was notified that it was complete and, on November 22nd, it was loaded on a car carrier for delivery.
The dealer called multiple times, but can’t get an update. I called at the end of November and was told no information was available. Again I called, in mid-December, and was told the scheduled delivery date was December 25th. It didn’t arrive.
I called several times after the 1st of January and was told it was loaded on a car carrier, but no additional information was available. I asked to be transferred to a supervisor and was told that they couldn’t do that. I asked for the phone number for the corporate headquarters, since it is not listed on the GM.com website. I was told that they didn’t have that number and, even if they did, they were not permitted to give it out.
At one point, after I provided the order number, I was told that the “2021” truck I ordered was completed, but there was no information about the delivery date. I ordered a 2022 and the VIN number provided to the dealership is for a 2022 model.
The last Customer Care person I spoke with told me that they were moving the case to “priority”, but couldn’t explain what that meant.
The dealership where I bought the vehicle is getting the same runaround I am getting. They offered to go to Michigan and pick it up. They were told no. I offered the same and was told no. I offered to send in a commercial carrier to pick it up and was told no.
I am spending almost $72,000.00 for this vehicle which will be kept in a garage and, for nearly three months, my truck has been sitting on a car carrier in a parking lot being exposed to Michigan winter weather. It is losing value and quickly becoming a used car for which I am paying new car pricing.
I was trading in a 2020 Silverado and, due to the delay, it has lost trade-in value.
I wanted to get the vehicle before the end of the year so I could use the purchase as a write-off on my taxes. That opportunity has passed.
I have spent, literally, hours on the phone with “Customer Care” and not one of the people I spoke with gave me any answers.
We are scheduled to leave for vacation next week and wanted to use the new truck for that trip. It is very disappointing that we will not be able to do that.
This situation is unconscionable and it seems GM doesn’t care. If anyone has contact info, other than Mary Barra’s email (which has been ignored over and over again) it would be appreciated. Also would appreciate any ideas about how to handle this situation.
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Sorry to have not read this sooner, I too feel the same frustration, customer care defers detail tracking to the dealership. Now there is a tool available to the dealerships but they have to register and not all are . It is called vinview . Log on to this site and read up on it , then Ask your dealership to use it to track your truck. I do not understand why all the dealerships are not registering for this as they get to run a vin to trial the system, For sure there is a cost but that could be a marketing tool for them, If my dealer wont use it and can not deliver my order very soon i may just forget them and shop for another dealer that will.
Anyway good luck and please let me know how you make out. -
I was told once a vehicle goes to the lot to await shipping it becomes a ghost until it actually shows up on the dealers lot. Yes it sucks but that is the facts as I am told. GM is doing a very poor job taking care of their customers for sure. I placed an order for a 2021 High Country last March 17th but it never got slotted, now a new refreshed order on December 23, of 2021. No where near being slotted.
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