Dissatisfied with his new vehicle, he does not know who to turn to

Frédéric Mercier

Frédéric Mercier

Thursday, 21 September 2017, 11:23

UPDATE
Thursday, 21 September 2017, 11:23

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After the purchase of a vehicle with a high quality finish does not meet expectations, a customer is dissatisfied with the service provided by his dealer.

Last July, Jonathan Guerin has acquired a Chevrolet Trax 2017 Chevrolet de l’île-Perrot. It has made the test before you finalize the purchase and take possession for any of the following to go on holiday with the car in Ontario.

Until then, no problem. Except that after a few hours spent aboard his new vehicle, Mr. Guerin begins to notice some imperfections. “It started with the plastic around the wipers. When I arrived in Ontario, I saw that they were posted”, he explains.

Then, casting an eye more attentive to his vehicle, he realized that the finish was abnormal in several places. On the dashboard, in particular, some of the plastic components were poorly aligned, with a gap sometimes disproportionate. The alignment of the driver’s door and the tailgate was also pointed out.

Frédéric Mercier

Frédéric Mercier

Back to the dealer

Seeing this, Mr. Guerin is back at the dealer, who agreed to inspect the vehicle and correct the shot. Frederic Root, general manager at Chevrolet of Île-Perrot, admits from the outset that certain elements of the Trax of Mr. Guérin deserve a correction.

The mechanical team of the dealership has adjusted the alignment of the tailgate and removed all the dashboard.

Courtesy Jonathan Guerin

Except that after everything was back in place, the problem was still not resolved in the eyes of the owner. “In some places, it is even worse than it was before,” he says.

By his own admission, Jonathan Guerin has nothing to say about the driving of the vehicle. “It is going well and the fuel economy is very good. Except that as a consumer, when I see all these defects, I feel that I have”, he laments.

Frédéric Mercier

Frédéric Mercier

A particular context

Providing do everything in his power to resolve the situation, Mr. Root pointed out that there was a history between the dealer and its customer. A few months before the delivery of the Trax, Mr. Guerin has been the acquisition of a GMC Canyon at the same place.

However, shortly after taking possession, he realized that his truck was equipped with a four-cylinder engine, not a V6 as once believed.

“We tried to accommodate as we were able, and he has finally agreed to a trade with the Trax,” says Mr. Root, ensuring that the Canyon had never been presented as a model to the V6 engine. According to Jonathan Guerin, however, he had indeed said it was a V6.

“We tried to accommodate, but patience has its limits,” says Mr. Root, who says he is always open to try to correct some of the imperfections on the Trax. For what is a redemption, however, he advises his client to speak directly to General Motors Canada.

“I called them, but all they do is apologize,” said Mr Guerin, who no longer knows who to turn to in order to arrive at an agreement.