On Friday May 27 I parked my Volt with approximately 24 miles of electric range remaining. Later when I got in to start it up, the guess-o-meter showed a full charge but at the bottom of the meter it showed 1 mile of electric range. Shifting to Drive caused the "shift to park" message to appear. Shifting back to Park made the message go away. The car would not move under either electric or gas power. The check engine light was on. By the way, this Shift to Park issue is not the same as the microswitch Shift to Park issue which my car already had repaired earlier under the B2B warranty.
I have an OBDII reader so I checked for diagnostic codes. There were a number of codes including PE100, U2604, U2604, U2605, U2606, U2617, U2618, U2619, U2620, U2621, U2622, U2623 and U2624 which are all associated with the Battery Energy Controller Module failure as detailed on GM Technical Service Bulletin 18-NA-261. My car is no longer under B2B warranty and has just over 40,000 miles on it. However, the BECM as part of the high voltage battery system is covered under the Voltec 8 year 100,000 mile warranty.
On the following Monday I called GM Roadside Assistance which they say you can call whether it is under warranty or not, and described the problem to them. They agreed that it is a Voltec issue and sent a tow truck to take my car to the nearest dealer. The tow truck used a yoke that slides under the front tires. Only later did I see in the owner's manual that they recommend using a flatbed to tow the Volt to avoid damage due to low ground clearance. Hopefully the tow truck didn't damage any of the lower bodywork. I rode with the tow truck driver to the dealership. There is a tow eye stored in the trunk that screws into a left-hand threaded socket under a small panel on the right front of the bumper that flatbed haulers will use along with a cable and winch to pull the car up onto the flatbed. If your car doesn't have one you should get one.
I told the service writer what I knew of the issue and he agreed that it sounded like a Voltec issue and would be covered under warranty. The bad news is he didn't have a loaner car. He said he would give me one if he had one but he just didn't have any. I asked him how I was going to get home and he had the courtesy driver take me home. He said he would call me as soon as he had a loaner available. He said they sometimes get rental cars from Enterprise but they can only rent Chevys and Enterprise doesn't have any right now.
Later that day he called and said that my car had a "Service Keyless Start System" error and they needed to fix that before they could fix the BECM. That error causes the pushbuttons on the door handles to not work sometimes. It was an intermittent problem that I was not too worried about but he basically forced me to agree to a $300 repair before they could get on the BECM. I agreed to the repair to help expedite things.
Two days later he called to tell me that they completed the Service Keyless Start repair and were still waiting on the part for the BECM repair. I asked about the loaner and he said he expected some to become available soon and he would call me. He didn't.
Fast forward a week and no word about a loaner or the status of the BECM repair. I called to get an update but was told that he was busy and nobody else could help me. I left my callback number. He never called me back. I waited a couple of days for the callback but it never came. Then I called the GM lemon hotline that provides assistance before you report the dealership to the BBB or to a lemon law lawyer so they can have a shot at turning things around before it's too late. They told me that I could expect a call within 24 to 48 hours from a customer service specialist and that the specialist would contact the dealer and find out what was going on. Sure enough a young lady called me the next day (a Saturday). I described the issue to her and she said she would call the dealership on Tuesday. I asked why not Monday, and she said she didn't work on Monday. She called me today Tuesday June 14th and said she called the dealership but they didn't answer so she left a message on their voice mail. She also stated that with reference to the loaner car, GM would reimburse me for a rental car if the dealership was unable to provide one. She said it didn't matter what kind of car I rented, it didn't have to be a Chevy. The only problem with that scenario is that I live alone in the country and am far away from any car rental places or Ubers so getting there is a problem. Also the closest rental place doesn't have any cars to rent at least for the next week.
I called the dealership this afternoon and asked for an update. He said that the part is back-ordered and had no further information about availability. I asked about the loaner and he said he expected one to be returned today or tomorrow and he would call me as soon as it was available, and would send the courtesy driver to come get me. I guess I'll find out if he's blowing smoke again.
Bottom line, the good news is that it's covered by the Voltec warranty. The bad news is being without my Volt for an extended period and not having a loaner car is a major inconvenience.
Also I watched the video about removing the Volt battery and replacing the BECM and I do not have a lot of confidence in the dealer mechanic's ability to carry out this repair successfully. It's really complicated and there are a lot of things that can go wrong if they don't do it correctly. I hope GM provides some kind of guidance or assistance to the dealerships for carrying out these repairs. Why they didn't figure out a way to make that module accessible from the passenger compartment through a removable hatch is beyond me. It's mounted right on top of the battery pack.
Update - Wednesday June 15 the service writer called and said he finally had a loaner car for me. The courtesy driver came to my house and took me to the dealership. They gave me an Equinox with 8000 miles on it as a loaner. I'm not sure if calling the GM lemon line had anything to do with it but at least they finally came through with a loaner. He did tell me that the BECM is still on backorder with no indication of availability. Hopefully it comes in soon.
Update July 14 BECM is still on order, still have a loaner.
Update August 17. BECM still on order with no updates on expected availability, still have the loaner. Coming up on 3 months in the shop. GM customer service lady calls once a week asking me if I have any updates for her. Today she said GM wants to offer me $10,000 for the inconvenience. I said what? She corrected herself and said they want to offer me 10,000 POINTS in GM services for each month my car has been waiting for the part. I asked her what it could be used for and she said it could be redeemed for oil changes and such services or if I have enough I can apply it to the purchase of a car. I asked her what 10,000 points amounts to and she said approximately $100 per month. She said she would email me the offer and I have to sign up to receive it. I asked if she had my email address and she read back a crazy email that was not mine. I gave her the right address but have not received the email. I'm pretty disgusted with this process.
Update October 17. After over 4 months, the dealer called and said my car is ready for pickup. No advance notice and the dealer has not been communicating with the GM Customer Service lady who calls them weekly for updates. They just don't call her back. When I returned the loaner the service writer laughed and said "I bet you thought you would never see your car again". I didn't find it particularly funny. I had to pay $400 to get my car back because it had the Service Keyless Start System error that they said had to be corrected, costing $200 out of pocket before they would do the warranty repair, and they said the 12V battery needed replacement for another $200. I'm not sure if sitting for 4 months would affect the battery but I said OK and paid the $400. My car was partially charged, and I drove home about 10 miles, parked it and plugged in the charger. When I got in the car the next day, the Service Keyless Start System message appeared on the dash once again, so apparently the $200 I spent to fix it was wasted. I also noticed there was a vibration while driving on the smooth highway. My nephew suggested that maybe the tires had flat spots from sitting still for 4 months on the dealer lot. I don't know about that but I am very unhappy with the situation. The GM Customer Service rep gave me 80,000 points on the GM Rewards program which is apparently good as credit for service at the dealership, which I will never use. She said 10,000 points equates to $100. She called back yesterday for an update on how I was enjoying my car and I told her of the problems. Then she offered me 1 year of free maintenance and 1 year of OnStar for free. She said the maintenance would include things like transmission fluid and cabin air filter. I told her that I didn't want or need OnStar, and I wouldn't be taking my car to the dealer for routine maintenance. She said she would see if there was anything else she could do.
Update November 30 - GM Customer Service called last week and said they were processing a GM Goodwill Authorization award that would be good toward the purchase of a new GM vehicle to keep me as a happy GM customer. I asked what that would be worth and she said "half". I was excited for a minute. I asked if I traded in my Volt they would cover half of the difference, she said yes. Today they sent me an email and the Authorization is for a fixed $3500 toward the purchase of a new vehicle. Once again they misinformed me. I told here that amount was insulting given the inconvenience I have been put through plus the fact that they ruined my tires. I told her that I was considering joining the class action suit. She said sorry the amount was less than what I was expecting.
5 minutes later a different GM person called and asked if I had received the certificate. I told her yes but that the amount was completely inadequate. She said she would see if there's anything else they could do and let me know by Monday.
I also saw on the My GM Rewards site that the points they gave me could be redeemed against the purchase of a new vehicle and my points are worth $800 so I thought if I can add that to whatever they come up with it might ease the pain a little. The site didn't mention any limits on how many points you could use so I went on chat to make sure I could redeem those on a new purchase. Turns out I can only redeem 25,000 points maximum which equates to $250. What a joke.
I have an OBDII reader so I checked for diagnostic codes. There were a number of codes including PE100, U2604, U2604, U2605, U2606, U2617, U2618, U2619, U2620, U2621, U2622, U2623 and U2624 which are all associated with the Battery Energy Controller Module failure as detailed on GM Technical Service Bulletin 18-NA-261. My car is no longer under B2B warranty and has just over 40,000 miles on it. However, the BECM as part of the high voltage battery system is covered under the Voltec 8 year 100,000 mile warranty.
On the following Monday I called GM Roadside Assistance which they say you can call whether it is under warranty or not, and described the problem to them. They agreed that it is a Voltec issue and sent a tow truck to take my car to the nearest dealer. The tow truck used a yoke that slides under the front tires. Only later did I see in the owner's manual that they recommend using a flatbed to tow the Volt to avoid damage due to low ground clearance. Hopefully the tow truck didn't damage any of the lower bodywork. I rode with the tow truck driver to the dealership. There is a tow eye stored in the trunk that screws into a left-hand threaded socket under a small panel on the right front of the bumper that flatbed haulers will use along with a cable and winch to pull the car up onto the flatbed. If your car doesn't have one you should get one.
I told the service writer what I knew of the issue and he agreed that it sounded like a Voltec issue and would be covered under warranty. The bad news is he didn't have a loaner car. He said he would give me one if he had one but he just didn't have any. I asked him how I was going to get home and he had the courtesy driver take me home. He said he would call me as soon as he had a loaner available. He said they sometimes get rental cars from Enterprise but they can only rent Chevys and Enterprise doesn't have any right now.
Later that day he called and said that my car had a "Service Keyless Start System" error and they needed to fix that before they could fix the BECM. That error causes the pushbuttons on the door handles to not work sometimes. It was an intermittent problem that I was not too worried about but he basically forced me to agree to a $300 repair before they could get on the BECM. I agreed to the repair to help expedite things.
Two days later he called to tell me that they completed the Service Keyless Start repair and were still waiting on the part for the BECM repair. I asked about the loaner and he said he expected some to become available soon and he would call me. He didn't.
Fast forward a week and no word about a loaner or the status of the BECM repair. I called to get an update but was told that he was busy and nobody else could help me. I left my callback number. He never called me back. I waited a couple of days for the callback but it never came. Then I called the GM lemon hotline that provides assistance before you report the dealership to the BBB or to a lemon law lawyer so they can have a shot at turning things around before it's too late. They told me that I could expect a call within 24 to 48 hours from a customer service specialist and that the specialist would contact the dealer and find out what was going on. Sure enough a young lady called me the next day (a Saturday). I described the issue to her and she said she would call the dealership on Tuesday. I asked why not Monday, and she said she didn't work on Monday. She called me today Tuesday June 14th and said she called the dealership but they didn't answer so she left a message on their voice mail. She also stated that with reference to the loaner car, GM would reimburse me for a rental car if the dealership was unable to provide one. She said it didn't matter what kind of car I rented, it didn't have to be a Chevy. The only problem with that scenario is that I live alone in the country and am far away from any car rental places or Ubers so getting there is a problem. Also the closest rental place doesn't have any cars to rent at least for the next week.
I called the dealership this afternoon and asked for an update. He said that the part is back-ordered and had no further information about availability. I asked about the loaner and he said he expected one to be returned today or tomorrow and he would call me as soon as it was available, and would send the courtesy driver to come get me. I guess I'll find out if he's blowing smoke again.
Bottom line, the good news is that it's covered by the Voltec warranty. The bad news is being without my Volt for an extended period and not having a loaner car is a major inconvenience.
Also I watched the video about removing the Volt battery and replacing the BECM and I do not have a lot of confidence in the dealer mechanic's ability to carry out this repair successfully. It's really complicated and there are a lot of things that can go wrong if they don't do it correctly. I hope GM provides some kind of guidance or assistance to the dealerships for carrying out these repairs. Why they didn't figure out a way to make that module accessible from the passenger compartment through a removable hatch is beyond me. It's mounted right on top of the battery pack.
Update - Wednesday June 15 the service writer called and said he finally had a loaner car for me. The courtesy driver came to my house and took me to the dealership. They gave me an Equinox with 8000 miles on it as a loaner. I'm not sure if calling the GM lemon line had anything to do with it but at least they finally came through with a loaner. He did tell me that the BECM is still on backorder with no indication of availability. Hopefully it comes in soon.
Update July 14 BECM is still on order, still have a loaner.
Update August 17. BECM still on order with no updates on expected availability, still have the loaner. Coming up on 3 months in the shop. GM customer service lady calls once a week asking me if I have any updates for her. Today she said GM wants to offer me $10,000 for the inconvenience. I said what? She corrected herself and said they want to offer me 10,000 POINTS in GM services for each month my car has been waiting for the part. I asked her what it could be used for and she said it could be redeemed for oil changes and such services or if I have enough I can apply it to the purchase of a car. I asked her what 10,000 points amounts to and she said approximately $100 per month. She said she would email me the offer and I have to sign up to receive it. I asked if she had my email address and she read back a crazy email that was not mine. I gave her the right address but have not received the email. I'm pretty disgusted with this process.
Update October 17. After over 4 months, the dealer called and said my car is ready for pickup. No advance notice and the dealer has not been communicating with the GM Customer Service lady who calls them weekly for updates. They just don't call her back. When I returned the loaner the service writer laughed and said "I bet you thought you would never see your car again". I didn't find it particularly funny. I had to pay $400 to get my car back because it had the Service Keyless Start System error that they said had to be corrected, costing $200 out of pocket before they would do the warranty repair, and they said the 12V battery needed replacement for another $200. I'm not sure if sitting for 4 months would affect the battery but I said OK and paid the $400. My car was partially charged, and I drove home about 10 miles, parked it and plugged in the charger. When I got in the car the next day, the Service Keyless Start System message appeared on the dash once again, so apparently the $200 I spent to fix it was wasted. I also noticed there was a vibration while driving on the smooth highway. My nephew suggested that maybe the tires had flat spots from sitting still for 4 months on the dealer lot. I don't know about that but I am very unhappy with the situation. The GM Customer Service rep gave me 80,000 points on the GM Rewards program which is apparently good as credit for service at the dealership, which I will never use. She said 10,000 points equates to $100. She called back yesterday for an update on how I was enjoying my car and I told her of the problems. Then she offered me 1 year of free maintenance and 1 year of OnStar for free. She said the maintenance would include things like transmission fluid and cabin air filter. I told her that I didn't want or need OnStar, and I wouldn't be taking my car to the dealer for routine maintenance. She said she would see if there was anything else she could do.
Update November 30 - GM Customer Service called last week and said they were processing a GM Goodwill Authorization award that would be good toward the purchase of a new GM vehicle to keep me as a happy GM customer. I asked what that would be worth and she said "half". I was excited for a minute. I asked if I traded in my Volt they would cover half of the difference, she said yes. Today they sent me an email and the Authorization is for a fixed $3500 toward the purchase of a new vehicle. Once again they misinformed me. I told here that amount was insulting given the inconvenience I have been put through plus the fact that they ruined my tires. I told her that I was considering joining the class action suit. She said sorry the amount was less than what I was expecting.
5 minutes later a different GM person called and asked if I had received the certificate. I told her yes but that the amount was completely inadequate. She said she would see if there's anything else they could do and let me know by Monday.
I also saw on the My GM Rewards site that the points they gave me could be redeemed against the purchase of a new vehicle and my points are worth $800 so I thought if I can add that to whatever they come up with it might ease the pain a little. The site didn't mention any limits on how many points you could use so I went on chat to make sure I could redeem those on a new purchase. Turns out I can only redeem 25,000 points maximum which equates to $250. What a joke.