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Discussion Starter · #1 ·
Special Coverage# N182186881

Quick rundown of my current story regarding my 2016 Impala LTZ.

My AC was blowing hot so I took it to a local shop who identified the evaporator core as needing to be replaced. I was furious that a car this age would need that kind of repair. Searched online and found that GM issued a special coverage bulletin regarding 2016-2018 Impalas and this exact issue. It acknowledges a problem with the evaporator cores and that GM will repair free of charge. Google the above bulletin # for full special coverage bulletin.

I call my local dealership and give them the bulletin number. They tell me my vin # is not covered and that I have to call GM customer service. So I call GM customer service and have a horrible and unsatisfactory discussion with a low level representative who is ultimately only able to tell me that my VIN # is not covered and therefore I am not eligible for the special coverage. They give me a case # and tell me to work through my local dealership.

I speak with my local dealership who says they will have to confirm that it is the evaporator core and they can then appeal to GM for special coverage. They confirm the issue is the exact issue covered in the bulletin but that GM only offered to pay $180 towards the repair with no explanation. I was told I would have to call GM to get an explanation. So I call the customer service line again and I have the exact same conversation as the first time with what sounds like another foreign customer service rep. They literally have zero new information. They cannot answer why GM only offered to cover $180 of the $1800 repair and they told me there was no manager or anyone else they could send me to for clarification. Their customer service line is an absolute joke.

I am now waiting for a call back from the dealership. I am beyond frustrated and dissatisfied with GM regarding this issue and will likely never purchase a GM vehicle again as a result.

If you have an issue with your evaporator core in your Chevy Impala, call GM and report it. Obviously they are faulty and GM has acknowledged this fact even if they give you the run around.
 

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Wow . What a ( insert a bad word here) horrible thing your going through . Man I hope something good comes out of this and it works out for you in the end . Wish the best to you right now . Fingers crossed this get resolved !
 

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Discussion Starter · #3 ·
Wow . What a ( insert a bad word here) horrible thing your going through . Man I hope something good comes out of this and it works out for you in the end . Wish the best to you right now . Fingers crossed this get resolved !
Thanks for the well wishes. And the worst part for me is that I've been happy with the car until this incident. There is no reason for the evaporator core to go out on a 4 year old car and GM has laid it out plain as day with that special coverage bulletin that it is an issue outside of the owners' control and outside of reasonable automotive ownership expectations.

Yet for some reason they think my 2016 Impala is unique and I should be responsible for bearing the $1800 repair costs.

Still no explanation from GM. 4 days now since they confirmed the issue.
 

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Special Coverage# N182186881

Quick rundown of my current story regarding my 2016 Impala LTZ.

My AC was blowing hot so I took it to a local shop who identified the evaporator core as needing to be replaced. I was furious that a car this age would need that kind of repair. Searched online and found that GM issued a special coverage bulletin regarding 2016-2018 Impalas and this exact issue. It acknowledges a problem with the evaporator cores and that GM will repair free of charge. Google the above bulletin # for full special coverage bulletin.

I call my local dealership and give them the bulletin number. They tell me my vin # is not covered and that I have to call GM customer service. So I call GM customer service and have a horrible and unsatisfactory discussion with a low level representative who is ultimately only able to tell me that my VIN # is not covered and therefore I am not eligible for the special coverage. They give me a case # and tell me to work through my local dealership.

I speak with my local dealership who says they will have to confirm that it is the evaporator core and they can then appeal to GM for special coverage. They confirm the issue is the exact issue covered in the bulletin but that GM only offered to pay $180 towards the repair with no explanation. I was told I would have to call GM to get an explanation. So I call the customer service line again and I have the exact same conversation as the first time with what sounds like another foreign customer service rep. They literally have zero new information. They cannot answer why GM only offered to cover $180 of the $1800 repair and they told me there was no manager or anyone else they could send me to for clarification. Their customer service line is an absolute joke.

I am now waiting for a call back from the dealership. I am beyond frustrated and dissatisfied with GM regarding this issue and will likely never purchase a GM vehicle again as a result.

If you have an issue with your evaporator core in your Chevy Impala, call GM and report it. Obviously they are faulty and GM has acknowledged this fact even if they give you the run around.
Im having the same problem on my 2018 model! 2,000 to repair that I don’t have! What’s the gm number?
 

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Mines blowing hot as well. However it came back on for about 10 mins, I turned car off. Compressor stayed running whole time, I know they used to cycle in older cars. Today, compressor not running. Usually if its a Evap, the gas is gone, so the compressor wont turn on, kinda confused.
Tested the relay with a 9v battery and Ohm meter, still good.

Does the TSB mean they have to work on it? It says it in black and white they cover it for 6yrs 72k miles. Is it fake maybe?
 

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It’s definitely not fake. I called today and was told the same thing as Michael. My cars VIN isn’t ”covered” but they will do an investigation. I think people need to keep calling them. I mean, obviously it’s something they are aware of. There has to be something we can do to make them be held accountable for it.
 

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Discussion Starter · #7 ·
It’s definitely not fake. I called today and was told the same thing as Michael. My cars VIN isn’t ”covered” but they will do an investigation. I think people need to keep calling them. I mean, obviously it’s something they are aware of. There has to be something we can do to make them be held accountable for it.
If you are having this issue, call and open a case! Make sure they give you a reference number!

The dealership finally contacted me. Says they spoke with no one at GM, just entered it into a computer system and it immediately returned that they would cover $180 of the charge. The manager of the dealership said he has no contact at GM to appeal to. The customer service rep at GM said the dealership manager would act as my contact with GM. It's bull!

I called GM again today and was told they were putting me through to a "manager." I sat on hold for 45 minutes, hung up and called them back. They then said no managers were available and I should expect a call back tomorrow. So who was I waiting on hold for for 45 minutes?

I am still pressing until I am given an explanation. I will write the GM corporate office if I cannot get a legitimate GM rep. If I get a name or number that is helpful I will share it here.
 

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Turns out its the Condensor Coil at the radiator, allegedly. We'll see. Mine has tons of rock chips on the front, black car, I suspect it was a rental in the beginning. 32k miles in one year.
 

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You could always pay for it, send in a ---nice suggestive-- letter with the receipt, for reimbursement. Send it Certified to wherever it should go. Give a 30 day response requirement in that letter also. After that, file a suit locally at your Judge Judy(small claims court.) From what I've been told, big companies won't send their lawyers to your town over $2k plus court cost, they usually send you the check plus your filing fees for court. Idk for sure, worth a shot. You got the TSB in your hand, no way you could loose a case like that. Its a safety hazard, you cant breathe freon.

Don't be pushy or demand stuff, just ask.
 

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If you are having this issue, call and open a case! Make sure they give you a reference number!

The dealership finally contacted me. Says they spoke with no one at GM, just entered it into a computer system and it immediately returned that they would cover $180 of the charge. The manager of the dealership said he has no contact at GM to appeal to. The customer service rep at GM said the dealership manager would act as my contact with GM. It's bull!

I called GM again today and was told they were putting me through to a "manager." I sat on hold for 45 minutes, hung up and called them back. They then said no managers were available and I should expect a call back tomorrow. So who was I waiting on hold for for 45 minutes?

I am still pressing until I am given an explanation. I will write the GM corporate office if I cannot get a legitimate GM rep. If I get a name or number that is helpful I will share it here.
I did call them, now I’m waiting on dealer to call me back. They opened up and investigation! This is crazy
 

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You could always pay for it, send in a ---nice suggestive-- letter with the receipt, for reimbursement. Send it Certified to wherever it should go. Give a 30 day response requirement in that letter also. After that, file a suit locally at your Judge Judy(small claims court.) From what I've been told, big companies won't send their lawyers to your town over $2k plus court cost, they usually send you the check plus your filing fees for court. Idk for sure, worth a shot. You got the TSB in your hand, no way you could loose a case like that. Its a safety hazard, you cant breathe freon.

Don't be pushy or demand stuff, just ask.
Thank you for the suggestion! My husband did discuss a suit
 

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Discussion Starter · #12 ·
Thank you for the suggestion! My husband did discuss a suit
After being told a supervisor would call me in 3-4 days, I received a call from another stooge at their customer service who fed me the same bullshit line about my VIN not being covered in the revision. The exact same line I've been given since the first call. Still no explanation as to why. "That's between GM and the federal government" he said. Wtf?

So I've wasted another 4 days on account of their stalling methods.

They have me the GM address where I can write with my complaint. And I will.
 

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I have a 2018 Impala and have had this exact same issue twice so far (both times replaced under factory warranty). My car now has 45,000 miles on it and it feels like the AC system is going out again. It was only about a year ago that the last repair was done. Going to get the system checked this week and see what they say.
 

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UPDATE: The service department called back today and confirmed that the evaporator core has gone bad and needs to be replaced. This is now the THIRD time this part has been replaced... in 45,000 miles! I showed them the bulletin notice talking about this exact issue but they told me my car was not covered under that notice. Luckily, because they had the history showing they had done this repair twice before and the last repair was less than two years ago, they are going to cover the cost.

Some background: We purchased this car with around ~24,000 miles in the fall of 2018. In Feb of 2019 we noticed the AC was not getting as cold as it should. Took it in to get checked and had the evaporator core replaced. About a month after that service, it went bad again and was replaced a second time. Now a little over a year since then, it has gone bad for the third time. I noticed the air was not getting as cold as it should and there were times I could visibly see white vapor clouds coming through the vents along with condensation forming on the vents.

I asked them if they were going to be using a different part this time or what happens if this same issue occurs again because it sure seems like it's going to. I didn't get any answers but I will give an update if I get more information.
 

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Discussion Starter · #15 ·
Hi Atlas, thanks for sharing your experience here. I will offer an update on my situation as well.

After waiting several more weels, I called back into customer service after having written a letter and sent multiple emails to [email protected] and another to the head of GM's North America operations, Alan Batey. I suggest everyone with this issue to do the same. [email protected]

I was told I'd receive a call from a manager within 24 hours. I did not. So I called back in after waiting 2 days. I called the "Sr Customer Service Advisor" Thomas directly, whose number I had saved. No answer. I left him a message. I then called the main customer service line and demanded to speak to a manager immediately. Would you believe the found Thomas? What unfolded was the worst customer service experience yet, which is an incredible feat. I asked if any headway had been made on my claim dating back two months regarding why my VIN# was being excluded from the revision coverage. Thomas then resorted to his prior tactic of telling me he had already answered my questions and that there was no other person above him that I could appeal to for answers. No regional managers, I asked. Nope. After refusing to accept Thomas' bullshit, he finally conceded that he had not, in fact, answered my fundamental question at all. Mid sentence with me Thomas proceeded to hang up. I called the customer service line back and made a report on the incident and was then guaranteed that I would receive a call urgently from another manager about this. Fast forward one week and I've received no contact whatsoever. To put it plainly, their customer service line is a complete farce. My local dealership verified this to be the case. They only exist to delay you, mislead you, and weaken your resolve.

On the local end, the part finally arrived at the dealership. My dealership told me they were engaged with GM in trying to reduce the charge of over $1600 they were quoting me. To my surprise, they xid reduce it yo $712 with no elaboration as to why. Who at GM were they speaking with that authorized it? The customer,e, is totally excluded from this information. A regional manager presumably? No telling.

I dropped the car off today for the repair. I was told the warranty on mew evaporator core is 12 months. That is an absolute joke of a warranty on a systemically proven faulty component that costs over $2000 to repair. I asked what design changes or part upgrades were made in the new evaporator core that supposedly resolve the issue. The dealership could only answer that GM said it was "redesigned."

Needless to say, I am not satisfied that the warranty or redesign will protect me from another component failure that will stick me with this issue again and having to fight with GM again over a multi thousand dollar repair on a new part that is inherently faulty.

Your story above is a perfect example and my dealership says don't expect GM to offer anything towards the repairs if the component fails again after the 12 month warranty is up.

GM has to answer to this issue and the fact that they have behaved the way they have is pretty despicable business practice. This experience has likely permanently sourede on GM products and I am seriously considering selling the Impala after this repair to protect myself from a future recurrence of this same issue.

I will continue fighting GM for reimbursement for the $712 I am paying upfront on this repair and for an explanation regarding their handling of this matter.

This has been an absolute nightmare and I've never been treated more rudely and disrespectfully by a company over a customer service issue in my life. Very disappointed. I am soon to go to social media with my experience sonce GM does not feel as though I am worthy of an explanation or response.
 

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Nothing new from GM customer service! They are just a firewall. Your selling dealer service manager has the contact number to people who can make the approvals. Don't waste your time with GM customer service. FYI the Silverados are having the same problem but with the condenser!

Pat
 

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Same story with my 2017 Impala. Had the dealership confirm the evaporator was leaking. But then they said the service bulletin did not come up when they put in the vin number and they will not cover it if the bulletin don't come up regardless of what the bulletin says. Called GM support and same story, nothing comes up when they enter the vin.
And no one anywhere can tell me why me car is not covered.
Eventual they offered a discount, but this is ridiculous it should be covered in full as per the bulletin.

Why are they failing in the first place? Seems to me a design problem.
Is there a temperature probe on the evaporator to detect that is has frozen up?
And what has been done to keep it from happening again in another 2 years?
The service bulletin N182186881 said about drain blockage. But when I tested it with
UV dye the water was running out just fine, and I never had water on the floor.
There seems to be another bulletin N182186880 that may mention about reprogramming the computer for this problem.
Has anyone seen this bulletin, I can't seem to find it on the web?
If anyone has it, kindly pass it along.

Has anyone been told why there Impala is not covered?
Has anyone tried taking legal action on this?
 

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might be time just to sell the car....
FYI-- EVERY time i have brought a vehicle in to GM for repair they argue everything they possibly can to NOT fix it. and this was WARRANTY stuff too..
GM WARRANTY REPAIR SUCKS PERIOD
 

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Unfortunately I’m going thru the same whole story right now with my 2017 Impala with only 42,000 miles. I read this before calling and told them the bulletin number but they told me the same crap about my VIN not being covered for the Recall or special coverage. They finally offered me a case number and said I might be able to get some cost assistance from GM thru a dealership with the repair. Even tho they should cover the whole thing since it’s a defect and a special coverage.
 
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