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Pittsburgh consumers waiting months for recalled cars to be repaired

Some don't get rental cars

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Pittsburgh consumers waiting months for recalled cars to be repaired
Some don't get rental cars
Action News Investigates has learned some Pittsburgh car owners have had to wait months for repairs to be made to their recalled vehicles.Joe Pacella's Chevrolet Cruze had only 1,500 miles on it when he took it in for a checkup.Mechanics at the dealership found the right axle shaft could fracture, making the car unsafe to drive. Weeks later General Motors issued a recall.“I figured it would take a week or something like that, he said the parts weren't available yet. So one week, two weeks, three weeks,” said Pacella, of Renfrew.The weeks turned into months and his car was still stuck at the shop, no parts available. Pacella tried calling GM.“I said, 'Is it going to be two months, three months, four months?' ‘I don't know, we don't know,'" Pacella recalled.In frustration, he called a lemon law attorney. Finally, he got his car back -- 72 days after it went into the shop.“That's very excessive for a recall. It should obviously be far shorter than that but the issue we've been seeing again and again is these parts are on back order due to the sheer number of recalls,” said attorney Zachary Kappel of Kimmel & Silverman.GM spokesman Alan Adler said, "There are delays, no question about it. We feel bad about that. In cases where parts are needed we have to get them validated and built and it does take time."Action News Investigates found numerous complaints filed with the National Highway Traffic Safety Administration by drivers of recalled vehicles frustrated with repair delays. Among the complaints: One car sitting at the dealer for two months; another in the shop for a month and a half; concerns about the risk of crashing and the safety of family. The complaints involved multiple manufacturers.Congressman Tim Murphy, R-Pa., led an investigation into GM after a massive recall for faulty ignition switches.“GM had a surge of demand for parts and they simply were not available,” Murphy said.But he was surprised when WTAE told him consumers were still facing delays for other recalls.In July, Marie Ford Reilly of Point Breeze got two recall notices from GM saying her Pontiac G6 faced an increased crash risk because of brake and transmission problems. But there were no parts available and her family was about to take a trip to New York.“So we had to purchase last-minute airline tickets to fly instead of drive,” Ford Reilly said.After reading the recall notice she was afraid to drive.“They list a whole paragraph of dangerous problems potentially happening with the car. The last sentence is this increases the risk of a crash and so we were not comfortable taking our car and carrying our family in it,” she said.Unlike Pacella, Reilly was not given a rental car.“I think at the very minimum they should be offering rental car options to people who are affected by these recalls,” she said.The GM spokesman said the company does provide rental cars for recalls involving dangerous defects and those are relatively rare. But Reilly said the wording in her recall notices scared her.“We're not going to take that risk of carrying our children or grandchildren in a vehicle that we have received official notice is a potentially seriously dangerous vehicle,” she said.In just the past few days Ford Reilly was able to get replacement parts for one of her recalls. But she's not sure when the other parts will arrive.Kappel, the lemon law attorney, said consumers who are forced to wait more than 30 days for a recalled part may be able to file a claim.

Action News Investigates has learned some Pittsburgh car owners have had to wait months for repairs to be made to their recalled vehicles.

Joe Pacella's Chevrolet Cruze had only 1,500 miles on it when he took it in for a checkup.

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Mechanics at the dealership found the right axle shaft could fracture, making the car unsafe to drive. Weeks later General Motors issued a recall.

“I figured it would take a week or something like that, he said the parts weren't available yet. So one week, two weeks, three weeks,” said Pacella, of Renfrew.

The weeks turned into months and his car was still stuck at the shop, no parts available. Pacella tried calling GM.

“I said, 'Is it going to be two months, three months, four months?' ‘I don't know, we don't know,'" Pacella recalled.

In frustration, he called a lemon law attorney. Finally, he got his car back -- 72 days after it went into the shop.

“That's very excessive for a recall. It should obviously be far shorter than that but the issue we've been seeing again and again is these parts are on back order due to the sheer number of recalls,” said attorney Zachary Kappel of Kimmel & Silverman.

GM spokesman Alan Adler said, "There are delays, no question about it. We feel bad about that. In cases where parts are needed we have to get them validated and built and it does take time."

Action News Investigates found numerous complaints filed with the National Highway Traffic Safety Administration by drivers of recalled vehicles frustrated with repair delays. Among the complaints: One car sitting at the dealer for two months; another in the shop for a month and a half; concerns about the risk of crashing and the safety of family. The complaints involved multiple manufacturers.

Congressman Tim Murphy, R-Pa., led an investigation into GM after a massive recall for faulty ignition switches.

“GM had a surge of demand for parts and they simply were not available,” Murphy said.

But he was surprised when WTAE told him consumers were still facing delays for other recalls.

In July, Marie Ford Reilly of Point Breeze got two recall notices from GM saying her Pontiac G6 faced an increased crash risk because of brake and transmission problems. But there were no parts available and her family was about to take a trip to New York.

“So we had to purchase last-minute airline tickets to fly instead of drive,” Ford Reilly said.

After reading the recall notice she was afraid to drive.

“They list a whole paragraph of dangerous problems potentially happening with the car. The last sentence is this increases the risk of a crash and so we were not comfortable taking our car and carrying our family in it,” she said.

Unlike Pacella, Reilly was not given a rental car.

“I think at the very minimum they should be offering rental car options to people who are affected by these recalls,” she said.

The GM spokesman said the company does provide rental cars for recalls involving dangerous defects and those are relatively rare. But Reilly said the wording in her recall notices scared her.

“We're not going to take that risk of carrying our children or grandchildren in a vehicle that we have received official notice is a potentially seriously dangerous vehicle,” she said.

In just the past few days Ford Reilly was able to get replacement parts for one of her recalls. But she's not sure when the other parts will arrive.

Kappel, the lemon law attorney, said consumers who are forced to wait more than 30 days for a recalled part may be able to file a claim.