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Discussion Starter #1
Hi everyone! I recently bought my daughter a 2015 Trax and at 8000 miles she indicates that the acceleration is way off and when she went to put the car in reverse the "R" on the indicator was flashing and the car hesitated going into reverse then "clunked" into reverse. When she put it in drive the car revved then surged and jumped forward almost hitting another car. She took it to the dealer and, surprise, the "could not duplicate" on a road test and claimed the OBD scan showed no error codes. ANY IDEAS???
 

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My guess the transmission is low on fluid, and could be damaged because of it.

I would take it to another dealer and ask them to check the transmission fluid level.

Its an involved process to check the fluid my guess is the you took it to first is waiting to see if the transmission quits before replacing it.
 

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Hi everyone! I recently bought my daughter a 2015 Trax and at 8000 miles she indicates that the acceleration is way off and when she went to put the car in reverse the "R" on the indicator was flashing and the car hesitated going into reverse then "clunked" into reverse. When she put it in drive the car revved then surged and jumped forward almost hitting another car. She took it to the dealer and, surprise, the "could not duplicate" on a road test and claimed the OBD scan showed no error codes. ANY IDEAS???
Hi there Mfphill66!

I regret to hear you're experiencing concerns with your Trax and I understand how this may be frustrating. I'm sorry the dealer wasn't able to duplicate the concern, intermittent concerns pose quite the challenge when the conditions causing the concern are unknown. We would welcome the opportunity to reach out to your dealership to look into this further on our end. If you'd like to proceed, please private message us.

Chelsea D.
Chevrolet Customer Care
 

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Discussion Starter #4
Hi there Mfphill66!

I regret to hear you're experiencing concerns with your Trax and I understand how this may be frustrating. I'm sorry the dealer wasn't able to duplicate the concern, intermittent concerns pose quite the challenge when the conditions causing the concern are unknown. We would welcome the opportunity to reach out to your dealership to look into this further on our end. If you'd like to proceed, please private message us.

Chelsea D.
Chevrolet Customer Care
Ok Chevy customer care I welcome your assistance because the event happened again today and my daughter got it on video on her cell phone. Correct me if I am wrong but it is highly unusual for the check engine light to come on and stay on is it not? I believe that activation of the check engine light also records a fault code that is logged and verifiable by computer via OBDII port and diagnostics. It is also highly unusual for the car to jump when placed in gear ( D and R) especially after it has been driven for 45 minutes and is at operating temperature. The dealership is Ourisman Rockmont in Rockville MD and they failed to diagnose this the first time earlier this week. And oh, by the way, it took GM Roadside Service almost 6 HOURS to respond and get my daughter's car towed to the dealer location. GOD FORBID SHE HAD BROKEN DOWN ON THE SIDE OF THE ROAD! Fortunately she was at home. So far I am NOT impressed with GM and all of their claims of great vehicles and service. My daughter's safety is one of the key reasons we selected this vehicle and this is clearly is an unsafe situation. Please advise as to what actions I can expect from you to assist in correcting this issue.
 

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Discussion Starter #5
Dear Chevy Customer Service Chelsea D. - the phone number for the service department at Ourisman Rockmont Chevy is (301)825-9536.
 

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It's experiences like that which will make it easy for a brand like Tesla to come along and fill in, taking care of customers on those pain points that the bigger longer established brands typically don't address. Not the first time I heard of situations like this with GM.

But i'll give credit to the customer care team, they seem to be doing all that's within their power. Thank you.
 

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I had an issue as well with my transmission or something in that area. I have a 2015 Chevrolet Trax and about 1 year ago it wouldn't go into park. No matter what I did. I took it to the dealership and when they went to pull it into the shop it went into park. They said they checked everything out but nothing was found and it hasn't returned.
Just as an fyi off topic a bit but make sure if you think there is a problem to get it fixed 100% under warranty. My mom owned a Cadillac SRX 2006 and one day she couldn't roll down the window. In fact the entire driver's door controls were broken couldn't unlock the door, windows, etc. This panel was replaced under warranty. About 2 years later it happened again and yes they replaced it under warranty. Then 8 months after her warranty it happened again and they wanted to charge my parents $1100. They were furious as this had happened before. The service manager did not charge them but he said "if something goes wrong with the same item or area of a car under warranty make sure they find the underlying problem because the next time this panel dies they would be charged"
 

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Ok Chevy customer care I welcome your assistance because the event happened again today and my daughter got it on video on her cell phone. Correct me if I am wrong but it is highly unusual for the check engine light to come on and stay on is it not? I believe that activation of the check engine light also records a fault code that is logged and verifiable by computer via OBDII port and diagnostics. It is also highly unusual for the car to jump when placed in gear ( D and R) especially after it has been driven for 45 minutes and is at operating temperature. The dealership is Ourisman Rockmont in Rockville MD and they failed to diagnose this the first time earlier this week. And oh, by the way, it took GM Roadside Service almost 6 HOURS to respond and get my daughter's car towed to the dealer location. GOD FORBID SHE HAD BROKEN DOWN ON THE SIDE OF THE ROAD! Fortunately she was at home. So far I am NOT impressed with GM and all of their claims of great vehicles and service. My daughter's safety is one of the key reasons we selected this vehicle and this is clearly is an unsafe situation. Please advise as to what actions I can expect from you to assist in correcting this issue.
Hello Mfphill66,

My sincerest apologies that your daughter experienced this concern again with her Trax. Please know that your family's safety is of the utmost importance to us. We would be more than willing to reach out to Ourisman Rockmont Chevrolet on your behalf to investigate this situation further. In order to proceed, please send us a private message with your VIN, full contact information, and the current mileage on the vehicle. I will keep an eye out for your message.

Chelsea D.
Chevrolet Customer Care
 

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Discussion Starter #9
Chelsea, thank you so much for your response. The VIN # is KL7CJPSBXFB226994. Current mileage is 8147. My contact information is Mark Phillips (717)881-4092.
 

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Chelsea D: the vehicle will arrive via tow truck to Ourisman Rockmont Chevy tonight 6-7-16 with the same issue it had previously. Please advise as to Chevy Customer Care's next steps. I will be obliged to contact them concerning this issue tomorrow as they did not repair it the first go around.
 

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Chelsea D: the vehicle will arrive via tow truck to Ourisman Rockmont Chevy tonight 6-7-16 with the same issue it had previously. Please advise as to Chevy Customer Care's next steps. I will be obliged to contact them concerning this issue tomorrow as they did not repair it the first go around.
Chelsea, thank you so much for your response. The VIN # is KL7CJPSBXFB226994. Current mileage is 8147. My contact information is Mark Phillips (717)881-4092.
Hi Mark,

Thank you for providing this information. I'm sorry to hear that you've experienced this concern again and the dealership was unable to diagnose the cause for this. After searching your VIN, I see there are no open recalls or service announcements associated with your vehicle at this time. I have created a case for you (# 8-2150915615) to better document your concerns within our system. We'd be happy to contact Ourisman Rockmont Chevrolet for clarification about this situation.

Chelsea D.
Chevrolet Customer Care
 

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Hi Mark,

Thank you for providing this information. I'm sorry to hear that you've experienced this concern again and the dealership was unable to diagnose the cause for this. After searching your VIN, I see there are no open recalls or service announcements associated with your vehicle at this time. I have created a case for you (# 8-2150915615) to better document your concerns within our system. We'd be happy to contact Ourisman Rockmont Chevrolet for clarification about this situation.

Chelsea D.
Chevrolet Customer Care
Please contact Ourisman Rockmont asap to assess the situation. If the vehicle is not soon repaired my daughter will need a loaner vehicle. If the issue occurs again then my issue will turn into a possible lemon law situation which I would like to avoid. I look forward to hearing back from you soon.
 

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Please contact Ourisman Rockmont asap to assess the situation. If the vehicle is not soon repaired my daughter will need a loaner vehicle. If the issue occurs again then my issue will turn into a possible lemon law situation which I would like to avoid. I look forward to hearing back from you soon.
Not a problem, Mark. We understand how important your time is. I have reached out to the Customer Experience Manager, Dave, at Ourisman Rockmont regarding the status of your vehicle. I will update you once I have any new information.

Chelsea D.
Chevrolet Customer Care
 

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Discussion Starter #14
Not a problem, Mark. We understand how important your time is. I have reached out to the Customer Experience Manager, Dave, at Ourisman Rockmont regarding the status of your vehicle. I will update you once I have any new information.

Chelsea D.
Chevrolet Customer Care
Chelsea D: My daughter has spoken to the Service Manager, Nick, at Ourisman Rockmont Chevrolet and his statement is that the indication is a "wiring issue". While I am not an expert by any stretch of imagination the term "wiring issue" seems very vast and nebulous especially given the complexity of the computer controls on these new vehicles. Can you or someone get in touch with Chevrolet or GM Technical Assistance Center and have a Regional Technical Representative get involved? The car has been at the dealership since Tuesday of this week and no offer of a loaner or rental has been provided to her.
 

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Hi everyone! I recently bought my daughter a 2015 Trax and at 8000 miles she indicates that the acceleration is way off and when she went to put the car in reverse the "R" on the indicator was flashing and the car hesitated going into reverse then "clunked" into reverse. When she put it in drive the car revved then surged and jumped forward almost hitting another car. She took it to the dealer and, surprise, the "could not duplicate" on a road test and claimed the OBD scan showed no error codes. ANY IDEAS???
I've experienced that exact same situation with the car surging forward with like a turbo boost after putting it in drive, but it usually happens if I don't wait to let the car warm up for about 10 seconds. This vehicle also does not like steep hills and even with hill start assist, it still slightly rolls back (or forwards) depending on how you are positioned. After your case I can definitely see why people have issues with GM. I just had a recall on mine based on the "Mylink loss of key reminder chime" when you leave your key in the ignition and shut the door and walk away. Yesterday I had it taken care of and I saw the sales person that sold me the vehicle and he looks at me like I'm some weirdo. I'll never buy another car at that dealership. The salesmen there are rude and think they're better than everyone else and only have their "favorites". They sit around and do nothing. When I owned a Honda, I was treated with respect at that dealership. Anyway, I hope your daughter gets her vehicle back soon without any more issues. I would recommend going to Honda next time since they use better quality materials in their vehicles.
 

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Actually I should take back some of what I said. Although I dislike the salesmen at the dealership, the service department was very good, thorough and they were very nice. Plus, they gave me a free car wash which Honda never did. The quality of the materials in the Trax are good considering what I paid for it, but if I want something more luxurious, I may buy the Buick Encore in a few years which luckily is at a different dealership nearby.
 

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Chelsea D: My daughter has spoken to the Service Manager, Nick, at Ourisman Rockmont Chevrolet and his statement is that the indication is a "wiring issue". While I am not an expert by any stretch of imagination the term "wiring issue" seems very vast and nebulous especially given the complexity of the computer controls on these new vehicles. Can you or someone get in touch with Chevrolet or GM Technical Assistance Center and have a Regional Technical Representative get involved? The car has been at the dealership since Tuesday of this week and no offer of a loaner or rental has been provided to her.
Hi Phil,

I apologize again for your frustration, as I understand how inconvenient it is for your daughter to be without her vehicle. I'd be happy to look into this further by contacting our internal resources. I will be reaching out to your dealership for more information, however, in the meantime, could you please email us the video of the concern that your daughter took on her phone? Our email is [email protected]. Once we receive it, it will be documented in your case for all appropriate parties to review.

Thank you,

Chelsea D.
Chevrolet Customer Care
 

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Discussion Starter #18
Hi Phil,

I apologize again for your frustration, as I understand how inconvenient it is for your daughter to be without her vehicle. I'd be happy to look into this further by contacting our internal resources. I will be reaching out to your dealership for more information, however, in the meantime, could you please email us the video of the concern that your daughter took on her phone? Our email is [email protected]. Once we receive it, it will be documented in your case for all appropriate parties to review.

Thank you,

Chelsea D.
Chevrolet Customer Care
Chelsea D, video sent at 7:30 pm eastern time to the email address you provided.
 

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Discussion Starter #20
Hi Mark,

Thank you for providing us with that video. I have located and responded to your email and will continue our communication through email moving forward.

Chelsea D.
Chevrolet Customer Care
Chelsea D,

What is the formal complaint line number for GM/Chevrolet? It has happened again now for a fourth time and is time she is in traffic and the car will not rev higher than a few thousand rpm and will not goover 45 MPH!! I am sick of the lack of response and assistance. The car is DANGEROUS and needs to be replaced. It's a lease and I bet if I get my lawyer to dig deep enough he will find a replacement clause for situations like this. My daughter never heard from "Trisha" who was supposed to contact her about this case.
 
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