Warranty and Recall Lookup

Vehicle and concern: 2019 GMC Acadia 3.6, 88,400 miles. Shudder at highway speed. Customer asks about warranty.

Confirmed by documents

• Prior shop work: Invoice 20418, front wheel bearing, March 12 at 82,900 miles. The vehicle now has 88,400 miles, which is 5,500 miles since that repair. Our warranty is 12 months or 12,000 miles, parts and labor. By the numbers you gave, 5,500 miles is inside the mileage limit. Please check today's date against March 12 to confirm the 12 months has not passed.

Needs to be verified

• Open recalls: Not checked yet. Run the VIN through the manufacturer's recall lookup or the official government recall lookup and write down the date and result. Please double check the VIN against the door label or registration, since it was not verified.
• Extended plan: The customer thinks he has a powertrain plan but has no paperwork. Ask him for the company name, contract number, or the original purchase paperwork. Check the terms with that company, including what is covered, the deductible, and whether repairs must be approved before work starts.
• Parts warranty: You think the bearing box said lifetime but are not sure. Call the supplier with the invoice date and part to confirm the terms. Do not tell the customer it is a lifetime warranty until confirmed.
• Whether the shudder is related to the March bearing work: Not known until the vehicle is inspected. Do not assume our work is the cause or is not the cause.

Not covered or no coverage found

• Manufacturer coverage: No information provided. Ask the customer about the original in-service date and check with a dealer whether any factory coverage remains, since the vehicle was bought used.

Action items

1. Shop: Verify the VIN on the vehicle.
2. Shop: Run the recall check and record the date and result.
3. Shop: Inspect the vehicle for the shudder, including the front wheel bearing area, and document findings.
4. Customer: Provide extended plan company name and contract paperwork.
5. Shop: Call the parts supplier about the bearing warranty.

Customer message:
Hi, thanks for bringing in the Acadia. Here is where we are on coverage. First, we will inspect the shudder so we know the cause. We also did a front wheel bearing in March, and that work may fall under our shop warranty, which is 12 months or 12,000 miles. We will confirm that once we inspect it. We are also checking your VIN for any open recalls, and we are checking the bearing's parts warranty with our supplier. If you can send us the name of your extended plan company and any contract paperwork, we will help you find out what it covers. We cannot say yet what will be covered. We will call you as soon as we know more.

Questions for the owner

• Do you want the message to say that no work that costs the customer money will start without their approval? That policy was not in your notes, so it was left out.