DealersEdge Professional Forums

I just postred in D.F.O.A.B. this message:
"Several employees, and now several customers, have been having issues regarding the GM rebate offers. There are problems with receiving the entire rebate amount applied for, in a single rebate card. Example: Total tire rebate applied for is $200, but customers receive one $100 Visa rebate card. Another customer applied for 4 TPMS and received one $10 Visa rebate card. I PERSONALLY have 3 separate tire rebates submitted. I used my GM Mastercard on all 3. I received two $100 Visa rebate cards, and decided to call the rebate company listed within the rebate card literature. I was told my credit card receipt was not able to be verified at the same time my repair order was verified, and my other two $100 cards will be mailed within 4-6 weeks! I asked many questions which finally led to the agent giving me these strict instructions: "Please wait until 10 business days have passed on your third rebate submission, then call us back to make certain we have been able to verify your cred card receipt, and we will submit for your $200 Visa rebate card." I called on day 11. The agent was very helpful, made all the verifications, and said my rebate is approved for the $200 amount. I asked why there seemed to be a problem on the first two; especially since each file uploaded to the page INCLUDED the credit card receipt? His response was "Whomever did the verification did not check the box next to the authorization for the card receipt verification." Customers are complaining about the amount of time it is taking to be approved for the GM Mastercard, as well. It was previously instantly, now people are waiting 10-14 days to find out if they are approved!!! I call bs here! One of our own employees, with a credit score of 830, was unable to receive her GM Mastercard, approval and physical card, in time to use it for a tire rebate. Coincidence? This is awful for everyone involved. People had no problems applying for and using a line of credit, hoping to have their $200(or whichever amount) rebates back to use at Christmas time. I had zero customers with zero problems in the Spring promo. Keeping my opinions on the whys to myself. Merry Christmas."
In this forum, I can believe I am able to freely voice my opinions:
Is there a cash flow problem with the rebate program? Has the financial institution for GM Mastercard reached their limit of extending credit to users? Clearly someone did not expect the Fall promos to be this popular! When you tell someone their rebate dollars will be doubled, they will jump at the chance for what they feel is free money!!! GET IT TOGETHER PEOPLE IN THE PROCESS!!!!!
Anyhow, Merry Christmas to all of you here, the gatekeepers of truth.

Denise, I too have had the same sort of experience. I applied for the card and got instant approval. Had my oil changed. Paid for it with their card and applied for the double rebate. A couple weeks later I got an email asking me to upload a copy of my invoice and credit card receipt. The link they provided didn't even work. I called to see what to do and was on hold for over 30 minutes before I was told that their systems were being upgraded and I would have to call back "in a couple of days". I contacted my area GM rep with a harshly worded email about hoping our customers had a better experience than I did. She forwarded the email to a manager of the rebate program. He promptly contacted me via email and rushed my rebate through the system........but only for half what I expected. They didn't double it for the GM card usage. I just dropped it. If I was a customer, I would probably not have come back.

I am a fixed ops manager at a GM dealership. I too have had problems. The first series of rebates early in the year took nearly 5 months for me to receive the rebates. I was advised to reapply - then I got messages stating I had applied for duplicates.

I just received the fall rebate payments - right at the 8 week limit. At least it is better than 5 months.

I too have had customers come back and complain. I wonder how many customers have been "turned-off" because of yet another poorly managed GM program.

When will GM announce, promote and run a program properly from start to finish?

Ichabod Farquar wrote:When will GM announce, promote and run a program properly from start to finish?

Probably their going out of business sale?

Wait... they'll piss that up too.

People are really starting to get anxious and nervous around here.

Us at our dealership experienced the exact same scenarios as Ichabod with the Spring Promotions. Still waiting on fall Promos. Have not had any customers complaining about Fall Rebates, Yet! (Don't sound very confident do I) Have had plenty of customers coming in to complain to us. Tried telling our customers that they need to call Claim Center. I know some just gave up and now have a bitter experience with US the Dealer. Thanks GM for all you do !!
Still waiting on fall Promos. Have not had any customers complaining about Fall Rebates, Yet! (Don't sound very confident do I)
Hey Denise, What is this ?DFOAB? thing you speak about?? Actually its back and running as of Noon Today after being down for 2 weeks.
Man, Do I sound negative?!? Couldn't be the fact that we have not gotten ANY freight from our PDC since Saturday Dec 22nd and today is Friday Dec 28th.

Got my $200 rebate card in the mail today. I will now be letting all my GM Mastercard / double rebate customers know how this obstacle can be maneuvered

Update on My 2 Rebates that I applied for November 30th. Did a Dexos Oil Change and Spark Plugs. Got Both Rebates back on December 31st. I was pleasantly Pleased. I used my GM BuyPower Card. Got The Full $40.00 Visa Gift Card. Wow 1 for 2. Opened the next envelope from AC Delco; in the form of a check for $18.00. It was supposed to be for $36.00 because I used my GM Card. Called the Customer Service phone number on the rebate form and was told they have no proof of me paying with GM Card. Had to send them a copy of my credit card receipt and invoices again. This problem has happened to 3 of our other customers this past month also I was told by one of our service advisors. Great Customer Enthusiasm !!!

One of our Service Advisors mailed his rebate information in, along with the extra credit card receipt we print for GM Mastercard users, and had not received acknowledgement of any kind. After 5-6 weeks, he called the rebate center. Guesses anyone??? BINGO! We have a winner: Of course he was told that they did not get anything from him at all. He was told to re-submit all his paperwork, and promptly did so. Waited another 4 weeks and called to make sure it was received. He was then told they kicked it out due to double submission (palm to the forehead). Needless to say, he is hot! When he checks their website, his tracking number shows a message, paraphrased: Invalid, duplicate submission.

Another customer in today complaining about their rebate. They had called the help line and were told they would receive their rebate. The did receive the rebate, only it was not doubled with the GM card. They are not happy.

Hopefully GM is reading this thread.

Shame on you.

I Know of at least 5 instances at our dealership where rebate was submitted online but the rebates received were not doubled.