GMC Sierra Reviews

We pulled in on Wednesday at noon and crossed our fingers that it wouldn’t be a big issue and we’d be on our way soon. A mechanic took a look and decided that it must have been bad DEF and suggested that we would need to have the DEF tank dropped and drained at a cost of $600. That was not the fix and on Thursday he said that we needed to replace a NOx sensor, at a cost of $700. That also did not solve the problem.

On Friday the service manager said that they had reached out to GM tech support and were waiting for feedback from them. I asked if their mechanics ever worked on Saturdays. He replied sometimes, but I found out that he did not come in that Saturday to work on our car. Until this point we were stranded in our travel trailer in the parking lot of the dealership when it occurred to us that most dealerships offer a loaner car when your vehicle is in for servicing, so we asked and we were able to have a loaner car. So glad that we asked because it was not offered.

On Monday the dealership heard back from GM tech support who suggested that we would need to replace the diesel particulate filter at a cost of approximately $3000. They also mentioned that the part would be hard to find as their initial search revealed nothing. The service manager said he would be back in touch with us by Thursday, either way. On Wednesday my husband called to check in with John. No luck, and it may actually take two weeks to get the part. At this point we were waiting for an entire week.

When we got this bit of news, we decided to call customer service at GM. It doesn’t make any sense to us that a car manufacturing company would not be able to help find a needed part to make a repair to one of their own vehicles. The customer service department was not able to help us find the part either. That evening we were telling the tale of our bad luck to the campground supervisor and she mentioned that there were great diesel mechanics in a nearby town called Findlay.

The next day we called two different car dealers in the Findlay area asking for their help to find the needed part. One of them gave us the name of a dealer that was quite helpful and gave us the number for another dealer to try. We called this dealer and were very pleased to find that they had one in stock. We got all the details and planned to drive right there to pick it up. My husband called John back to tell him we found the part and we would go pick it up in our loaner truck, John responded by saying the dealership didn’t like their loaner vehicles going on long trips, it was an hour each way! When I called John, he said he found the part! He did not, I found the part! It’s not a game and we were both quite disheartened that John found it necessary to lie about the situation.

The part was in hand for the mechanic to get it all repaired and by 11:30 Friday morning it was complete. Unfortunately, the service manager was not working that day so we wouldn’t see him, but he had our keys and paperwork so we had to wait for him to drop them off at the dealership. We were told to come in at 2:00. Amazing that even after waiting 10 days for our repair to be completed the service manager still needed to hold us up by making us wait. And why were the keys not at the dealership in the first place? The cashier asked when we paid our invoice if we would like to sign up for the GM Rewards program. We figured yes since we will need a new car sooner rather than later. Even though we took the time and gave all of our information, through the acts of the cashier, we were never enrolled in the program.

John had told us that since those other repairs had been made and not been the actual issue that he would work with us on the price of the repairs in total. When we went to retrieve our car and pay the bill there was no such allowance. In addition, there was a $400 core charge added to the bill but not cancelled out with the expectation of returning the bad part. We only knew about this because we had found the part and that dealer had mentioned it to us.

To add insult to injury we left the dealership with a bolt stuck in one of the truck tires that needed to be removed and repaired. In addition, even though there was a car wash at the back of the dealership our car came back to us filthy dirty. We have been speaking to a customer service representative named Troy who has been very friendly and understanding but unable to offer any type of good will. This has been one of the worst experiences of our lives!

After service I got in the truck and saw a broken switch in the armrest. They didn't even mention that they broke the switch. The total bill was over $3000 for gear oil and oil pan gasket. I questioned the billing and services. So it's been 3 weeks and still no refund for double billing and the diagnostic charges. The gasket replacement itself was $1000, my truck is lifted 10 inches and no skid plate, literally 6 inches between it and the cross member. Btw, not a gasket replacement just sealed with goop. This place is a ripoff! I will be shopping for a new vehicle soon.