This may be a long post but is very worth reading. I am in the middle of a huge problem this dealer has caused and is doing everything to avoid. I own a 2013 Chevy 3500HD LML with only 22,000 miles on it. In the beginning of January I took it to the dealer because after a very cold start on one of those -20* mornings, it threw CELs and warnings for the emissions system. The dealer had the truck for over a week, told me the DEF fluid was low and it needed fuel. The porter at the dealer put ¼ of gasoline in my Duramax and drove it until the vehicle began running very rough. The diesel tech then did the diagnostics to figure out the issue, and eventually replaced the fuel, fuel filter and flushed the lines. I demanded something be done about the injectors and pump because now the dealer just compromised the integrity of the fuel system. I contacted GM Customer Service and I asked for assurance that even though this is on the record of the vehicle, all dealers would honor my warranty. She told me “All dealers are owned and operated independently and make their own decisions on honoring warranty work. General Motors cannot guarantee that a dealership will not turn down warranty work.” Even after contacting GM Customer Service, nothing was done except a formal letter written stating that if anything happens to the fuel system that can be proven it was caused by the incorrect fuel, and another dealer does not cover the repairs, Serra will pick up the cost. Now I own a $60,000 truck with a warranty that “might” be honored if something goes wrong.
Two weeks after this I began having troubles with the emissions system. Within 800 miles since it was serviced, the truck was about to regen for the third time. On the second regen, while in traffic, there was white/gray smoke coming from under the hood, under the truck and filling the cab. I called Serra to inform them that it was coming right back. There was also a noise that was forming and getting worse right at 2,500 rpm only when the motor was cold. An inconsistent mechanical noise never there before. When the motor warms up, it goes away. The truck went into the dealer for this on 2/4. The next day I picked up the truck after they told me there was nothing wrong with it. The manual regen did not recreate any smoke and the test drive showed no abnormal sounds. 5 miles from the dealer I had to pull over to take this video… http://www.youtube.com/watch?v=8WW8xVgcyLg I went straight back to the dealer and no one I had originally talked to was there. The person that helped me calculated that only 11 miles have been put on the truck from when I pulled it into the service bay the first time until I brought it back… 10 of those I put on trying to take it home. How can the dealer diagnose anything in addition to moving it around the lot in less than 1 mile. I called this morning and the service manager told me they found a service bulletin about the smoke issue and would look into it. I told him about the mileage issue and he said that he did not know about it and would look into it. He then started questioning me about “aftermarket equipment” that I have on my truck. Of which I have none and told him so. He said the gauges are considered aftermarket equipment, so what else is on there you are not telling me about. I told him I was unaware that gauges were considered aftermarket equipment that can alter the performance and warranty of a vehicle. He again questioned what else I had done and when I again said nothing, he told me they would scan the computer to be sure nothing has been altered. I was getting furious. Told him go ahead its bone stock… what I have done to it was window tint, mud flaps, a 5th wheel/gooseneck hitch and a second trailer wiring plug in the bed for the camper… He told me that all that is considered aftermarket equipment and as long as that is on the truck they will no longer be able to work on it. I told him that was BS and they need to fix what it is in for and he again told me that this will be the last time they will work on this truck. Now I own a 2013 truck with 22,9xx miles on it that has had gasoline run through it and it shows on the service record that I have aftermarket equipment (gauges, hitch and tints) and that the dealer has denied work because of it. They ****ed up my truck, turned around and ****ed me over and now im left here. I have again reached out to GM Customer Service and if that goes nowhere… media and an attorney will come.
Everyone needs to be aware, keep your vehicles away from this incompetent dealership.
