On March 17, 2014, I found out about 1.2 million GM full-size crossover SUVs have been recalled due a wiring problem with the seat-mounted side airbags. My vehicle, a 2012 Chevrolet Traverse, is one of those vehicles affected by that recall. What happened to me between March 17 and March 28, could happen to any vehicle owner who purchased a pre-owned GM vehicle.
I purchased the 2012 Chevrolet Traverse I now own in May of last year from a Minneapolis, Minnesota area Chevrolet dealership. According to this dealership (which I will not name), the Minnesota Department of Motor Vehicles, and my insurance company, I am the registered owner of this particular vehicle. However, according to Chevrolet, I wasn’t the registered owner of this 2012 Chevrolet Traverse–until today,March 28, 2014.
How could this happen? Well, after five phone calls to Chevrolet’s customer service line and several online chats with agents for Chevrolet and GM, I found out why this happened. I also found out that I will NOT be receiving a letter about the recall even though my Traverse is affected by the airbag recall. I found out today that Chevrolet was not notified that I owned the Traverse in question–until today. The customer service representative from Chevrolet told me that I’m not the owner of my Traverse (and this was after I gave him the VIN number FOUR TIMES). I have had this vehicle in my possession for ten months. Why did it take five phone calls to get this finally straightened out? It took that many phone calls after being told during the first four calls to Chevrolet in the past eleven days that I was just to “wait for the letter to come in the mail.” So, yes, I made a fifth phone call. (I also contacted the Chevrolet dealership right after I found out about it and was told that there was no airbag recall affecting my vehicle and I informed the service department that it was announced on March 17 and had to read the article to the service person).
According the one of the agents for Chevrolet’s online customer care center, when someone purchases a pre-owned General Motors vehicle from a General Motors dealership, General Motors is not notified of the new owner of the vehicle from the dealership. Chevrolet was not notified of my purchasing of my Traverse until today. One would think that this important information would be passed on to the manufacturer in the case of a recall. I found out it is not. I was also informed that letters about the airbag recall have already been sent out, but I may not receive one. Why? I don’t know. The customer service rep whom I spoke with today wouldn’t answer that question and the online agent would only state that I may not receive one now.
I find it very disturbing General Motors and Chevrolet thinks it is okay to treat their customers this way. This is the third Chevrolet vehicle I have owned in the last 17 years. The Traverse I currently own maybe the last Chevrolet/General Motors vehicle I ever own because of how I was treated regarding this recall. I did read current GM CEO Mary Barra has issued statements regarding how they’re putting the “safety and peace of mind of (GM) customers” and reviewing internal processes. One of those internal processes they should review is communicating to those customers who purchase pre-owned vehicles and improving their vehicle databases to show current owners of ALL of their vehicles.