Our (Husband primarily drives) 2020 Sierra Denali has - Bethann O.
Our (Husband primarily drives) 2020 Sierra Denali has been at this repair shop for almost 2 months. The AC went out suddenly just before we left for an overseas trip in April. When we returned the check engine light came on and the engine sounded like it was gasping for air. We took it directly to the nearest dealership which happened to be Gulf Coast, as we recently moved to a new home. We told them about both problems at drop off. After about 24 hrs, we were told that “metal is in the oil” and they need to basically rebuild the engine. We inquired how metal can get into the oil as we have always taken the vehicle to a certified GMC or Chevy dealership for any and all of our vehicle’s needs. They said it was likely a manufacturers issue and it will be covered. We asked about a loaner or rental and they told us we can get one at enterprise. We advised that we need a pickup as the vehicle is used for our business. It took over 1 week for enterprise to give us a truck due to availability. Though it was annoying, we did not make it an issue because that was out of their control.
Fast forward 1 month (with the only communication being when we called to inquire after 2 weeks of hearing nothing) we get the call to pick up the truck. The AC still wasn’t working and my husband was quoted over $2000.00 to fix the AC but after not having the truck for a month, he decided he would take it to the original dealership we bought the truck from.
24 hrs after picking up the truck, the service department calls us to ask us to bring the truck back in because they forgot to record a number of a part on the engine. We graciously drove the 20 minutes for them to write something down.
1 week later, the check engine light comes on again and the truck starts to stall.
We take it back and I spoke to Alex, service manager, who informed me that it was the crankshaft bearings that originally failed but they were replaced so he’s unsure why the check engine light would come on again.
1 week later we again get a call that the truck is ready.
We drove the truck for 1 week (no more than 25-30miles/day) before the check engine light came on again and it had several “hard” starts.
We took it back to gulf coast.
Another week goes by and the truck is ready for pick up. This time my husband made it as far as the gas station a few miles away (they gave him back his truck with less than 100 miles when he took it in with over 140 ) when it stalled again. He took it right back.
After several calls and emails to GM necessitated by the LACK off communication by Gulf Coast staff, hubby received a call from Craig asking him a set of irrelevant questions such as why did he even bring his truck to his dealership.
Gulf Coast is still in possession of our vehicle. We were told we could pick it up today but were not given a time. We called at 130pm and we were told that someone would call back. At 330pm, we tried calling back but we keep getting a busy signal.
I missed some details about the loaner vehicle we are currently in and the conversations with GM executive resolutions but this review is getting pretty long. Though the original fault lies with the manufacturer GM, Craig’s dealership has handled this repair poorly.
*Summary* Extremely poor communication extends from front desk to management. Disregard for customer’s time. Incomplete service.
*Update* I received a call from Alex, service manager minutes to 5pm informing me that the truck will be ready on Monday. He also informed me that they no longer want to do business with me because of my review online. Alex was very pleasant as he has been throughout this ordeal. However, pleasant doesn’t pay the bills!
They also blocked me on Facebook and Instagram for posting the truth about my experience.
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