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I purchased my vehicle on October 2015 from the GM dealer in Riyadh - Saudi Arabia - Universal Motors Agency. On July 26, 2016, my car caught a fire while it was on position "Park" and I was in the vehicle and it was at 11:30 pm and noticed a smoke coming out from the engine...the dash board noticed not to give any sign for any alert for the problem or the fire????? This was totally a heavy smoke came out from the front side of the car....right away I stopped the engine and tried to open the hood - unfortunately it was not responding. I stepped out of the car and tried to get the fire extinguisher from the trunk with the help of my neighbors to open the front hood manually to spray the foam but we were not able to open the hood and the fire started to blow heavily. I made an emergency call to Civil Defense- Fire department and they reached the place within 10 minutes and they used the lever to open the hood and fought the fire, after all efforts the entire front of the car burned completely….
Second day early morning I contacted the GM dealer company Chevrolet and started a claim with them to do an investigation on my vehicle as to what happened and why this happened to this brand new car….
GM Arabia informed me to call a toll free number in Saudi Arabia - 8008200048 (Customer Communication Center) - they mentioned to me that they got the claim and they will contact me later...after 2 days they called and informed me that there is a specialized company named "Mclarens Co." will come to check the car and will do all investigations and will report the problem to GM...The company came on date and time decided and made their check and took photos. Then after a week time I called GM center and they informed me it will take between 45 to 90 days to have the report and finalize the problem..
I waited 120 days and no one from GM bother to call and to inform me what is going on???? after that i did the call to the toll free number of the GM center and they told they will reply soon...then received a call from Saudi Arabia Dealer and informed me to choose a new car from Chevrolet and they will make a discount of 45,000 Saudi Riyal ($12,000) on it and i will pay the difference even though my car original price was 81,000 Saudi Riyal ($21,500)... this means they admitted that it is a manufacturer defect but they never showed any official document of the report issued by Mclarens Co. appointed by GM to check the car when i asked for it... i did not accept their offer at all and at the meanwhile i forced to rent a car for over 4 months to manage my daily issues until solving the problem...which it should be compensated by a replacement car from GM as it is still a brand new car and under warranty until solving the problem.
They started negotiations more than a time and increased the offer up to 60,000 Saudi Riyal ($16,000) and i did not accept as well because they are far from the car original price and not including the rent a car cost either.
I realized that they are playing sneaky games and tried to push on me to accept their offer which i refused completely..
Then a representative came from Regional Office of GM - Dubai and met me and tried to defend and to offer a new deal that the new 2017 Malibu is of a selling price 118,000 Saudi Riyal but they will consider the original cost price coming from GM -USA = 102,000 Saudi Riyal and they will discount a 60,000 Saudi Riyal and i have to pay the difference of 42,000 Saudi Riyal and then he said only pay 40,000 Saudi Riyal and have the new 2017 Malibu ...i did not accept the offer and still the problem not solved and they also started not at all to respond to my calls or emails....
Who can solve my problem with such a company which noted that they are dealing as "SELL & RUN"
Where is customer care of GM??????
- Abdul A.,
Riyadh, Saudi Arabia