Porter Chevy (BG Premium Services) Do not pay the extra money for BG Premium Services unless you know all the specifics, keep track of what services you need and your mileage. You could be wasting a ton of money on services that are not covering your vehicle. Wichita, Kansas

Letter 1:  To the Dealership                                                                           

Letter 1: To the Dealership

I dropped my truck off today, and I was left very distressed about an issue with my truck.  I have always completed the BG Premium service on my truck whenever it was recommended by the service personnel.  I bought the truck in 2011 from Porter brand new.  It has been a great 6 years.  All services were completed when needed.  Porter and the staff have always been amazing.  My needs were always addressed professionally and courteously.  We love this place so much that my wife bought her 2015 Infinity from Porter Nissan because how much I liked Porter Chevrolet.

My StabiliTrak electronic stability control system light came on this morning and I immediately dropped it off to the dealer.  I probably won’t get a loaner until Monday or Tuesday.  That is fine with me.  I let the service personnel know that I know I have to pay for diagnostic, but I was pretty sure I was covered by the BG Service agreement, depending on the components that needed to be repaired.  I wanted to be honest and upfront.  I stated I would love to talk to the service manager when the diagnostic is complete.

I was really left distressed when I was told in short, you probably won’t be covered.   I was told I had some mileage in between the BG Services.  For example, if the service was supposed to be completed at 72000 miles, and I came in at 74000 and got the service completed, the impression was, too bad everything is now null and void because your 2000 miles over.  I did not think that sounded fair or appropriate. I was told over the year if I got the services, additional components under the BG 123, or BG Premium Services would be covered.  If I was informed of a major service by the service personnel, then I had it completed.  You can check my 6-year track record.   If I was not informed about the exact mileage expectation, and never declined a major service, then I am thinking I am still covered.  

I did all my service with the peace of mind that even after my 100,000-mile warranty expired, (I am at 109,00) as long as I did my BG Services, stated components would be covered.   I am not sure what the StabiliTrak electronic stability control system light or the diagnostic will reveal but I want to make sure everything is correct when a repair recommendation is given.  

I wanted to be upfront and honest, so you had plenty of time to look into this before we discuss potential repairs or resolutions for the StabiliTrak electronic stability control system light notification.  

I would love to have you show me the BG Premium Service agreement expectations. 

I have all of my service paperwork for the last 6 years in case you want to review them.  Thank you for your assistance and attention to this matter.  I hope I was put in distressed by mistake because I could only imagine what the diagnostic could reveal.

Letter 2: To the BBB

To Whom It May Concern,

The BG Premium Services that are offered at Chevrolet and other Dealers throughout Delaware is not worth the extra money and the coverage has a lot of strings and conditions that make it virtually impossible to utilize the coverage when you need it.  I bought my 2011 Chevy Silverado from Porter Chevrolet in Newark, Delaware.  I have done all of my services through this dealership for the last 6 years.  As far as service, attention to customer needs, professionalism, and overall satisfaction, I have no complaints.

The BG Premium services and the conditions associated with are questionable and misleading to customers about potential coverages.  I am requesting changes or better notifications to customers if they are no longer covered regardless if they get the BG Premium Services completed or not. 

                 I have not had any mechanical issues, breakdowns, or failures in 6 years.  Up until this point, the truck performed outstandingly.  My truck just hit 107,000 miles and all of my lifters went, and damaged my cams.  The repair bill could be as high as $6200.  I have done all of my services and followed my maintenance schedules, and yet I am dealing with a truck that needs the internal components of the engine replaced.   My entire repair history can be verified through Porter’s records.  At 107,000, I should not need this much in repairs done to my truck.  My faith in the quality of the Chevrolet product has been placed in question.      I can’t find new roads, which is Chevrolet’s slogan, because my truck is not running.  My dealership’s Service Manager stated that GM will pay about $2200 in repairs.  The request for an additional $1300 was denied.   The BG Premium Services that were completed will not be honored.   I am very disappointed that I may have to pay $4000 in repairs on a 6-year-old truck with only 107,000 miles on it.  This is a Chevrolet vehicle, it should last longer, run stronger, and be the toughest.

My greatest concern is that the BG Premium Services were always offered by the dealership without informing me that I am no longer covered under the BG Premium Services program.  For the past 6 years, the BG Premium Services were offered as if I was covered for mechanical failures.  If after services have lapsed because of a failure to communicate what was needed or too many miles in between services, then a note on all invoices should be added to correctly inform the customer.

  A disclaimer of some sort should be added to all customer invoices that state any BG Premium coverages have lapsed, and are null and void.   A line should be added where the customer signs that they received this notification.  I completed any and all BG Premium Services when they were offered. I suggest a line be added when a customer is participating in this program to cover them or the dealership. 

 If I am one of thousands of customers who are not aware of this situation, then the clarity of the program and the information therein need to be correctly conveyed.  If you are no longer covered under the BG Premium Services program, then those services should not be offered to customers unless they sign indicating acknowledgement that even though the premium services are completed, no coverage is backdated or extended.

                 Sadly, thousands misinformed customers could be driving around assuming they have additional coverage after the vehicle warranty ends and they do not.  Thousands of customers could be incurring all of these additional costs without any benefits.  This is the unhappy dilemma I find myself at the present.  I am seeking some sort of coverage to cover the additional costs to my repairs above what GM has offered to cover.  Additionally, I ask for some sort of change in the way information and the program is disseminated to customers.  I hope to see some sort of signature required by the customer when being offered BG Premium Services even though coverage is ineligible. 

I hope my efforts to bring this issue to light will help other customers dealing with a similar dilemma.  Get something in writing from the dealership if you decide to pay for the BG Premium Services.  Have them place a note in your service files that you are covered.  Keep a hard copy for your record.  Keep track of your own services and mileage.  They may create a laspe where you are not covered or forget.  You coul end up with a $6200 dollar problem like me.