Customer Service: 1 Friendliness: 1 Overall Experience: 1
I called to make an appointment for a fuel leak on my 6 month old 2013 diesel Denali with about 2100 miles on it. The service rep stated they have never had a fuel leak issue on these trucks, so I did some research online and found a somewhat common problem was a misaligned downpipe. I also told him I would need a loaner truck and was told if this was not covered under warranty I would have to pay $50 a day for rental. I said ok because it should be covered under warranty. When I arrived I told him what I had found online and even gave him a copy of a TSB on the issue. I told him with the symptoms my truck had that would be a good place to start. I then asked for my loaner vehicle so I could be on my merry way. He told me they would give me the loaner after they diagnosed the problem and pointed me to the waiting area. After over an hour of listening to other waiting customers horror stories of this service dept, I decided I was ready to demand a loaner so I could get on with the things I needed to do that day. When I went to the counter I was informed my truck was ready. They diagnosed the problem as the downpipe, just as I had thought. Who knows how long it had been ready? I also believe if I hadn't done my own research I probably would have sat there for hours and been told they could not duplicate the problem. I was then told they would have to order parts that may take up to 2 weeks. They said my truck was safe to drive (I guess diesel fuel seeping down a 12000 exhaust pipe is nothing to worry about) and they would have to schedule another appointment when the parts arrived. That was on a Friday, Monday I received a call saying my parts were in and I scheduled for that Friday. This time they did have a loaner ready for me and I was free to leave. They made their repairs and called me later that afternoon to come pick my truck up. When I got in my truck I noticed the fuel gauge was nearly a quarter tank less than when I had dropped it off and my average MPG had significantly dropped from 12.1 when I had pulled in to 10.2 when I received the truck back. I realize they had to run the truck in regeneration mode to test for the leaks but how long did they let it run like that? Between the 2 trips to the dealership (about 25 miles each way) and the fuel they wasted testing for leaks I am probably out almost a half tank of fuel. Diesel is a little over $4 a gallon and say about 12 gallons I am probably out about $50 for a GM quality issue and they have the nerve to threaten me with a rental fee for a loaner. Now maybe I am nitpicking but I would also like to point out they said they would wash my truck when I brought it in but they didn't. We purchased a CPO Lexus for about $29k last year and they drive a loaner Lexus down from Pittsburgh (about an hour away, 50 miles) anytime we have any kind of an issue, no questions asked. I have a $63k Denali and they act like giving me a base model loaner pickup is going to kill them. I feel as if they should have given me a loaner as soon as I brought my truck in and they should not have returned my truck to me until it was fixed. I feel as if my time has been wasted as well as my fuel. Maybe they should take some lessons off of a Lexus dealer on how customer service is supposed to be especially at this vehicles price level. If Lexus made a heavy duty pickup I would probably purchase one next time. I will not return to Budd Baer for anything, next time I will use one of the more local GMC dealers. I went there because I had bought the truck there and they told me how great their customer service was, but I was not impressed.
Check safety scores, crash test results and safety equipment to make sure you're shopping smart. Click below to get full details
Learn which vehicle is more economy and less polluting. By reducing vehicle emissions you save money and help the environment. Access report to get full details.
