Levan Azrumelashvili, a limousine service entrepreneur from Fair Lawn, embarked on an ambitious venture in December 2023 by purchasing a Cadillac EV Lyriq. This state-of-the-art electric vehicle was to be the cornerstone of his business. However, an unforeseen accident in April has left his vehicle immobilized for nearly nine months, highlighting significant issues with parts availability and customer support from General Motors (GM).

A Nine-Month Wait Highlights GM's Supply Chain Failures

The Initial Investment and Promise

Levan Azrumelashvili’s decision to invest in a Cadillac EV Lyriq represented more than just a purchase; it symbolized the launch of a new chapter in his professional life. The all-electric vehicle, priced at nearly $86,000, was intended to elevate his limousine business. With livery plates and specialized insurance, Azrumelashvili was poised to capitalize on the growing demand for eco-friendly transportation services. Initially, everything seemed promising. The vehicle’s sleek design and advanced features were expected to attract a discerning clientele. Yet, this optimism was short-lived.The first few weeks of operation went smoothly, and Azrumelashvili’s business began to gain traction. However, an incident in April would soon cast a shadow over his entrepreneurial dreams. What appeared to be a minor collision turned into a prolonged ordeal that would challenge not only his business but also his faith in corporate accountability.

A Minor Accident Turns into a Major Setback

What started as a routine repair process quickly spiraled into a nightmare for Azrumelashvili. Following the accident, he promptly took the vehicle to a Cadillac dealer, who then transferred it to a body shop. For months, he received assurances that the necessary parts would arrive soon. Each promise of imminent delivery only deepened his frustration as the days turned into weeks, and eventually months.By August, Azrumelashvili’s patience had worn thin. His wife’s social media post garnered attention from GM’s “Executive Resolution Department,” which recommended seeking a replacement vehicle. However, the dealer demanded an additional down payment, a condition Azrumelashvili found unacceptable. The situation escalated further when GM offered a paltry compensation of $3,593.47, barely covering half of his monthly car payment. This gesture, perceived as insufficient, did little to alleviate the mounting financial strain.

Corporate Communication Breakdown

Communication between Azrumelashvili and GM became increasingly erratic. In September, he learned that GM had inexplicably rescinded a buyback offer made earlier, leaving him in limbo. Despite multiple attempts to resolve the issue, including letters to GM’s CEO Mary Barra, the company remained evasive. GM’s inconsistent responses—alternating between promises of part arrivals and vague reassurances—further eroded Azrumelashvili’s trust.The irony was palpable when Cadillac sent a congratulatory message marking a year of ownership, while the vehicle remained unrepaired. Azrumelashvili’s repeated calls for a buyback or substantial compensation fell on deaf ears. GM’s inability to provide clear answers or effective solutions highlighted a broader issue within the company’s supply chain and customer service framework.

Economic Impact and Personal Hardship

The prolonged delay in repairing the vehicle has had far-reaching consequences for Azrumelashvili. He continues to pay $1,100 monthly for insurance and $1,437 for the vehicle loan, amounting to over $10,000 in losses each month. Beyond the financial toll, the inactivity has strained his ability to provide for his family. His limousine certification, which requires annual renewal, has been jeopardized, limiting his opportunities to secure future contracts.Azrumelashvili’s experience underscores the critical importance of reliable after-sales support, especially for high-end electric vehicles. The lack of readily available parts and inadequate customer service can cripple small businesses dependent on operational continuity. As the automotive industry transitions towards electric vehicles, manufacturers must prioritize robust supply chains and transparent communication to maintain consumer confidence.

Lessons for Future Consumers

Azrumelashvili’s ordeal serves as a cautionary tale for prospective electric vehicle owners. While the allure of cutting-edge technology and environmental benefits is undeniable, potential buyers must consider the broader implications of owning such vehicles. Ensuring access to timely repairs and comprehensive customer support should be paramount when making purchasing decisions.Manufacturers like GM must address these concerns proactively. Implementing measures to streamline parts procurement and enhancing customer service protocols will foster trust and loyalty among consumers. For Azrumelashvili, the hope remains that GM will ultimately rectify the situation, offering a fair resolution that acknowledges the significant hardships he has endured.