
Rachel of Knoxville, TN on Aug. 5, 2010
While pulling up to my house one Friday night, the key in my Saturn Ion III wouldn't turn, meaning I couldn't turn my car off. With my 19-month-old in the back seat, I drove around Knoxville, first trying Saturn of Knoxville (which had closed), then the Chevy dealer in Knoxville (also closed for the night), then to a Pep Boys (who said they had no idea what was wrong with it, but referred me to AAMCO) then to AAMCO. The guy at AAMCO was very helpful and nice, and although he couldn't fix it immediately (nor did he know what was the problem), he was able to turn off the car by unhooking the fuse and the battery.
The key still wouldn't budge. He said he could fix it Monday, and gave me a rough quote. When I got home, I Googled the problem and found several complaints about this problem (ignition switch lock) and read many similar stories of this happening. Appalled that this hadn't been recalled yet, I called the Saturn Customer Assistance Center. A girl I initially talked to was nice, told me that she had calls like this all the time, in fact this was the third one she'd dealt with that day. She assured me that if I moved my car to a GM dealer, she would get the cost covered since it was clearly a defective part.
So, Monday morning I rented a car, drove it to AAMCO, left the rental car at AAMCO and took my broken Saturn to the local Chevy dealer. After two days, they were able to fix my car. In the meantime, I called Saturn on 6 different times, every time being promised a call back and that the charges would be covered, they just had to get a hold of the dealer. When my car was ready, I asked them if GM had contacted them about covering the charges and they said no. When I got there, I called them directly and handed my phone to the service guy. They asked him a few questions, then got back on the phone with me and said that I would be reimbursed for the charges, but that I needed to pay them up front in order to get my car. They assured me that a "district specialist" would be calling me back to arrange for reimbursement.
Hesitantly, I paid for the car ($483 + $78 for the rental car) and waited for the call. Unfortunately, I missed her call three days later (and after several more calls to Saturn), she left me a message that sounded something like this: "Hello Ms. Tobin, please call me back at the following number and I will address your concern as soon as possible." Having left her 6 messages over the last 3 weeks, and having received no calls back from her, I called Saturn again. After an hour on the phone with a representative that talked in circles about how the only person I could talk to was Ms. **, and as soon as she called me back, we could have this issue resolved, I was transferred to Ms. ** and got (surprise!) her voicemail. But don't worry, they understand why I'm frustrated and won't be dropping the ball on this one! $561, plus half a day lost wages dealing with transferring the car to their dealership, plus several gray hairs and hours of aggravation.