- Report: #524299
Report - Rebuttal - Arbitrate
Complaint Review: Beck & Masten Hummer
Beck & Masten Hummer11300 FM 1960 W Houston, Texas United States of America
Beck & Masten Hummer GM, General Motors, Hummer, Beck & Masten Buik GMC Hummer Refuses service under warranty Houston, Texas
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I purchased a 2007 Hummer in June of 2007. After the first day I noticed defects in the paint under the clearcoat and brought it back. The dealership wanted to repaint sections of the vehicle and I refused. I was given another vehicle. The second vehicle exhibited a bumping in the steering within the first week. I took the vehicle in and was told nothing was wrong and there were no service bulletins regarding the issue. I drove the vehicle for approx another week and brought it back in for a second time since I was certain there was a problem. This time I was told that this problem had been cropping up in quite a few vehicles and that a newly designed part would be available shortly to correct the problem. I drove the vehicle for another few weeks until I was notified that the part was available. At this point I was a little frustrated as you can imagine having a brand new purchase have to go back to the dealership 4 times within the first month. When I talked with one of the managers they said I could have returned the vehicle if I was unsatisfied, but that I had too long to do that at this point. I had the new part put in and continued to drive the vehicle. After a few months, one of the taillights started coming on and off randomly. At times it would stay on continuously, even draining the battery. I brought in the vehicle again and once again was told that it could not be fixed. This time i was told it was because I had installed and aftermarket navigation system and put a standard connector on the factory trailer hitch wiring. This made no sense but I was forced to remove the trailer hitch connector and reinstall the factory radio at my expense before they would look at the issue. I did those things and returned the vehicle to service only to be told that a body control module was bad causing the taillight issue. The navigation or trailer hitch wiring were of course never the issue.
This was all bad enough but over time more serious things started popping up. I started to get a bad vibration in the steering / suspension again. When I asked about that, I was told that the tires were out of balance. I had purchased slightly larger tires to go on the factory wheels at Discount Tire less than six months after buying the vehicle, so I took it in to them. They rotated and rebalanced the tires. While this did help, there was still an issue with the steering / suspension. While on a business trip to New Orleans, I dropped the vehicle off at the dealership in Baton Rouge. They acknowledged the poor ride and the noise in the steering / suspension. They replaced a ball joint and said that the problem was addressed. My trip continued from LA to FL and during the trip I noticed there was still a problem.
A few months went by before I was able to bring the vehicle in again. Beck & Masten is roughly an hour and a half to two hour roudtrip drive for me, so taking a vehicle in for service is not convenient. I called to schedule an appt with service and request a loaner which I was promised when I originally purchased the vehicle. I was told there was a waiting list for loaners and I would be called when one came available. A few weeks went by and I called back. They apologized for the delay and told me the same thing. I was called two days later and i immediately drove up there. They kept the vehicle for about a month and then called an told me the news... They finally figured out what was causing the steering / suspension issues after digging deeper into it than normal. The holes in the frame where the suspension connects had a bad bushing and that on both sides the circlular holes had been worn into an egg shape. The only solution they have is to replace the frame because that part of the frame is not available separately from GM. Then the news gets worse. GM will not cover the repair under warranty. Some unnamed person who makes this determination thinks that because I had a throttle body spacer and air intake installed (both part of the air intake system), that I must do alot of off roading. Therefore they are going to decline the warranty repair due to misuse or abuse. OK lets get two things straight. First of all, Hummers were made to go off road. Every ad, every website GM puts up, every spec sheet you see from GM talks about the off road capabilities and how it is "like nothing else". In fact the current headling on the Hummer website is that "Hummer focuses on outdoor recreation and off road racing at SEMA". So taking a Hummer off road should NOT be considere misuse or abuse. Secondly this vehicle has NEVER even been off road. The worst terrain this truck has been thru was when it was followed by a Hyundai mini van in a wooded area. Clearly anything a Hyundai mini van can do should not even be considered off roading for a Hummer.
I explained this to the service advisor and he said he believed me because even the service techs commented that the undercarriage of the vehicle was way too clean to have seen any off roading. After weeks of back and forth, discussions, sending documentation around, calling GM customer service, etc. the end result is that Beck & Masten told me the vehicle would not be repaired and that I needed to come pick it up. BUT they did not recommend I drive the vehicle because it is considered to be unsafe.
I now have a vehicle still under the original bumper to bumper warranty with a serious defect that could be a safety issue that Beck & Masten will not repair under warranty even though they acknowledge they know of nothing I could have done to have caused this issue.
This report was posted on Ripoff Report on 11/16/2009 11:04 AM and is a permanent record located here: http://www.ripoffreport.com/r/Beck-Masten-Hummer/Houston-Texas-77065/Beck-Masten-Hummer-GM-General-Motors-Hummer-Beck-Masten-Buik-GMC-Hummer-Refuses-ser-524299. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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