Mr. Goodwrench Warranty Problems
own a 1990 Chevrolet Suburban and I am the original owner. It has approximately
185000 miles on it and overall I have been satisfied with the vehicle. We have
had almost all repairs on the Suburban done at GM dealers as we travel a lot and
want to be treated fairly and consistently with warranty work nationwide. The
vehicle has a GM certified transmission, alternator, etc., all done at GM
dealerships over the last 14 years and up to this point we were satisfied with
the service at GM dealers. We tow a cargo trailer. We have been towing with the
Suburban for 11 years, with excellent results. Our home base is the
in MA late Saturday 10/2/04 the differential in the Suburban started to make
noise. We drove in to Chicopee Chevrolet in
spent the first night on the trip home Wednesday 10/6/04 in
next day Thursday 10/7/04, we stopped in a
10/7/04 we pulled into Glen Campbell Chevrolet in
The diagnosis was the differential was shot. All the new parts were ruined. I asked him to contact the other dealer to figure this warranty stuff out, and who is responsible. At this point, Glen Campbell Chevrolet was simply giving us a hassle on this warranty work. The implication was it really was not Glen Campbell’s obligation to cover this under warranty.
So Dan made a suggestion. They have a supplier of used parts that will guarantee the part. The parts come from wrecks and so on, so the part was good when taken off the vehicle, and it’s guaranteed anyway. Dan had assured us there was no problem with the quality since the parts he gets from this supplier are trouble free. These parts would be better than new, broken in, and so on.
He punches in some numbers on a calculator, and comes up with $760 and shows me the calculator. Sounds OK to me, and since I was told I might have to be dealing with Chicopee on this issue I figure it will be covered (Since I have a $1907.73 Goodwrench receipt /warranty) and I said go ahead and install it.
rented a car, grabbed a motel in Williamsville, and called back Dan to figure
how long we would be held up. Dan said he had to get the part at another
supplier, as the first supplier made a mistake and does not have the right
differential.. He said the cost will be $1000, as the other place charges more.
I said OK. I asked what they do about the brake assemblies. He said they pick
the best brakes. I said my brakes would be the best, as they were recently
replaced, so I want my brakes assemblies on the replacement part. Dan said OK
and did not mention additional charges. So, at this point, I had a $1000 repair,
and I guess someone will have to get
really had to be back to before that date, so we told Dan we will pick the
Suburban up Saturday 10/16/04. We gave him our business card with our phone
numbers as we would no longer be using our cell phone once we got back.
We borrowed a pick up truck from our
Son in Law who resides in
We got a call from Dan on our cell phone Wednesday 10/13/04. We responded Thursday 10/14/04 as Dan was calling the wrong number. He said we have a problem. The used “guaranteed to be good” differential they installed was indeed no good. During the installation my shock absorbers broke and were replaced without my authorization. I had lifetime warranty heavy duty shocks, and I requested them returned. He said he hopes he has them. I said I didn’t want the shocks they installed without my permission.
But matters were worse. When they got the used rear end they found it needed axels. So they went ahead without authorization and put several hundred dollars worth of used and new axel parts in this used rear end. Dan informed me when road testing the vehicle, the ring and pinion was noisy. He recommended a replacement, or at least all new bearings. However, Glen Campbell Chevrolet wanted to do this mechanical experimentation at my expense.
I said of course no…and what are my options. I was told the vehicle is sitting with approx. $1600 worth of work in it and they can’t get another used guaranteed part.
They did nothing as the vehicle was disabled when I drove in, and $1600 and one week later the vehicle is still disabled. I feel they did no work, as they did not fix it.
We should be back to square one. Simply put Glen Campbell Chevrolet did a major error in judgment in this repair. Their service department should have handled the warranty (if this really is a warranty) with GM parts, and get me back on the road. They decided on a used part, and since they created a disaster they want someone to pay for their mistake in judgment. Glen Campbell Chevrolet employs certified GM mechanics and is a Certified AAA repair facility. They should know what they are doing, and accept the responsibility for their decision by backing up their work, and fixing their error.
Campbell Chevrolet Service Department feels the
Well, not really. As the story unfolds we’ll get to how this worthless Goodwrench warrantee is not supported by GM.
So at this point, I told Glen Campbell Chevrolet I drove in with a broken vehicle (under warrantee) and you tore apart the truck, replaced broken parts with broken parts, and really nothing was done. They should not be paid for doing nothing.
BUT. they cannot find another used guaranteed rear end to replace the defective one they installed originally. A rebuilt Jasper rear end could be installed. BUT Glen Campbell Chevrolet insists on being reimbursed for the faulty rear end in my Suburban presently.
Really, no one should have to pay for this judgement error done by certified GM Goodwrench mechanics. This dealership should absorb the cost and be fair, and get me out of there under the Goodwrench warranty. Why is this dealership not trying to get reimbursed from the parts supplier (source of guaranteed used part)???? Glen Campbell’s solution, which is the most expensive route, was to “repair the repair” they did so far.
granted, if we start from square one a quick internet search shows a Jasper
rebuilt differential is about $1350 retail..plus their installation..would bring
the repair to about the $2000 originally spent. BUT Glen Campbell Chevrolet
would not accept the responsibility of their error in judgment by their service
department, so the final bill they faxed to Chicopee Chevrolet was over $3000 to
get me back on the road.
I was told I should go to Chevrolet’s Customer Service number to rectify this. I have a Goodwrench Warranty, right? I called the 1-800 222 1020 number 10/14/04 and talked to Jacqueline Nichole Patton, who gave her “direct line”in case I have to reach her. I got a case number. Told her the ugly story, she told me she would get right on it. She also said she will have a Dan Murphy call me Monday as she wouldn’t be in the office. Well, no calls from Glen Campbell, no calls from Customer Service…Monday passes and I figure she dropped the ball. She never returned calls and all I would get is voice mail with her direct line.
On Tuesday 10/19/04 after waiting 20 minutes for the Customer Service number Cecilio Nurse answered, and I explained the original representative disappeared, and he said he’ll take the case number. He’s going to call me back in a couple days. I thought he’ll get the scoop and they should work on the truck and I would be on my way…right? Wrong. Cecilio gets back to me after I called his direct line a couple times and he had called on one of the dealers and that’s it. He’s working on it…in the meantime a week has passed; it’s 10/22/04, and there is no end to this mess in sight…the Suburban has been sitting over 2 weeks at Glen Campbell Chevrolet.
At that point I took it upon myself to call everyone I could reach to get my Suburban back under the warrantee. Go to the GM Goodwrench website…there’s no one to call, unless you want a dealer in your area. When I finally found someone to talk to about warrantees at Goodwrench, they only discuss Lifetime warrantees, like alternators, starters, and so on. Since my warrantee is 12 months, 12000 miles, that isn’t handled by Goodwrench customer service. Go back to Chevrolet customer service is their answer. Neither line is doing anything constructive for me.
So, the customer (me), with the Goodwrench waranty? is the negotiator between Glen Campbell Chevrolet and Chicopee Chevrolet. So on 10/25 I started again calling both dealers to find out how to proceed. Should I be doing this as a customer with a Mr Goodwrench GM warrantee in my hand? I tried to get managers involved, like Area Parts Managers, Area Service Managers, and Zone Managers.
10/25 I got a call that Cecilio from Chevrolet Customer Assistance will contact
me in a couple days and has a supervisor involved. On 10/26 AAA suggested I talk
to the General Manager of the dealership. Jay Campbell, one of the owners of
Glen Campbell Chevrolet and I discussed this error in judgment by the service
department, and the broken part installed. I urgently needed Jay Campbell’s
help to get my vehicle back. He was going to discuss this service matter with
his team. Jay Campbell called me back in the afternoon and asked if I would be
satisfied to get my vehicle back with no additional cost under the warranty. I
stated that was my original intent and asked what kind of warranty was I getting
with Glen Campbell Chevrolet’s repair. Jay wasn’t sure, because of the used
parts, and was supposed to call me back about this but never did. Jay Campbell
was to call me back the next day, 10/27. When I didn’t hear from Jay I called
Campbell Chevrolet still avoids the issue that they are repairing their faulty
repair, and it is obvious they do not want to absorb the costs of bad judgment by
their service department. I called back Jay Campbell 10/28/04 and asked that
they take responsibility for their mistake and get me back on the road under the
warranty. He said he’ll discuss it with the team. On Friday 10/29/04 I called
again and Jay at Glen Campbell said he talked to
Campbell also asked me who will pay for this repair, as he doesn’t want to
collect this from
Glen Campbell Chevrolet says
also called Cecilio at Chevrolet customer service and he told be the area
managers felt this is a dealer issue and will not intervene. He asked to close
the case number because he would not do anything else. I called
GM Executive Offices in
The conclusion is any GM Goodwrench warranty is really not a warranty if a “tear down” is involved. If you have anything installed by a GM Certified mechanic that is not a rebuilt unit from GM, it’s a dealer issue. GM offers no customer support for dealer issues. That means repairs of differentials, engines, brakes, driveshafts, etc,(anything where a certified GM mechanic takes something apart) are not supported by GM. The parts are guaranteed, but the liability for the warranty lies with the dealer who installs it. As far as I’m concerned, the 12 month 12,000 warrantee nationwide has proven to be customer fraud. GM is advertising something it does not offer. GM and GM Goodwrench service departments should be required in writing to state how these warranties work to the consumer when they have repair work done. Currently this is not done. If a 12 month 12,000 warranty is in effect, the vehicle should be fixed immediately and the customer should be on his way. If there is a dealer issue to settle it should done internally and the burden should not be on the customer. The vehicle should not be held hostage while the dealerships sorts out responsibility/liability. As I see it, the GM Goodwrench 12 month 12,000 mile warranty is not enforceable by the consumer.
here’s where we stand. Glen Campbell Chevrolet has my Suburban for over 3
weeks now, with an installed broken part they installed, and Mark the service
And I’m the customer in the middle of this.
Glen Campbell Chevrolet is an accredited AAA repair facility. I have asked AAA to step in. They will negotiate the problem. The date is 10/29/04. Glen Campbell Chevrolet has refused to complete the repair under warranty and it’s more than 3 weeks they have had the vehicle.
Cecilio at Chevrolet customer service called and said he cannot help me any more, and can he close the case. Pretty much he was a waste of time, and he didn’t accomplish anything.
AAA seems to be the only people Glen Campbell Chevrolet will listen to. They started the repair and on 11/1 I was told by Dan at Glen Campbell all the new parts were replaced with new parts, the repair will be completed shortly. On 11/3 I requested the bill/paperwork on the vehicle but the bill was still for $2700. After questioning this I was sent the bill for $1907.73 plus NY sales Tax of $207.84. I sent the bill to John at AAA and I later got a call from Jay Campbell that they will reimburse me the tax.
So, end deal is AAA negotiated for me so I would get the warranty work at no additional cost.
I had to get a full refund from Chicopee Chevrolet and repay Glen Campbell Chevrolet. So much for Mr. Goodwrench facilities working together.
drove back to
They could not find the original casing or axels. They did have the intact differential from the “Reconditioned” rear end they installed. It had scouring on the ring, and the spider gears were chipped. Since the “guaranteed used” rear end also had bad axels, what they installed was beyond junk.
This verified to me it was their mistake. Because they could not show me the damage to my original casing or axels, I have to think there was not damage, and they made a bad judgment call recommending this used part. They wanted someone to pay for their mistake.
Suburban drove OK back to
In conclusion, a Mr. Goodwrench warranty is worthless to the traveler. The so called network of dealers and repair centers are really not a network. If you have any repair done that requires significant labor, and not just a part replacement (like an alternator or starter), there really isn’t a warranty. When you pull into a different Mr. Goodwrench for warranty work, the repair facilities do not work together. It’s the traveler’s responsibility to get his money back, repay the facility doing the warranty work, and you are at their mercy for unwarranted additional costs. General Motors, and Mr. Goodwrench, have no customer service dispute system. You are just on your own.
Think twice about using a Mr. Goodwrench dealer for any major repair. If you are local, and your dealer is honest and treats you fairly, no problem. The nationwide warranty, is at best, a scam. All Mr. Goodwrench shops are not “good”, some are quite bad as I found out. I was under the impression Mr. Goodwrench is connected with GM, but they wash their hands of these issues, as all dealers are “independently owned.” Might as well take it to “Joes Garage” down the street, possibly you’ll be treated better. The treatment I received by Mr. Goodwrench and General Motors was a deciding factor in my purchase of a new 2005 Ford pick up truck recently.
want to thank AAA for arbitrating this issue. They were instrumental in settling
the problem with Glen Campbell Chevrolet. I also want to thank Chicopee
Contact us here: Larry Urbanski