2019 Silverado High Country Issues

[John Sloane]

I purchased a new Silverado High Country 11/21/19 from Crews Chevrolet. This was my fourth new car purchase from Crew Chevrolet since 2014. I have been assisted by Ian Kozak on each of these purchases. Ian did a good job as usual and Michelle did a great job with the financing for this Silverado as well as my 2019 Camaro ZL1 1Le that I purchased 9/12/19.

 

My concerns on my purchase are relating to the following issues:

 

1. It turns out I purchased a “Loaner” instead of a “New” vehicle. It had 501 miles with obvious signs of being driven before. I thought I was purchasing brand new vehicle. When people drive “Loaner” they drive it like a Rental Car.

 

2. As Ian was finishing transferring my License Plate, I discovered an old worn out Floor Mat lying in the bed of the truck. It was obviously from a “Trade In” vehicle. The Floor Mat was severely dirty worn and had a hole in the bottom near where a Heel would normally rest while driving.

 

3. The truck had not been cleaned prior to delivery. There was noticeable dirt on the truck and the bed was dry. There was visible dirt in the front corners of the bed liner. The tires were shined, but I believe that was the only detailing completed by the Detail Shop.

 

4. As I started the truck up the "DIC" indicated the truck was due for servicing as the Oil Life indicated 0% remaining. I mentioned it to Ian, and he advised it was probably due to the age of the oil, because the truck had been on the lot for a long time. The Odometer indicated 501 miles at time of purchase. I checked the oil later and it indicated low oil level. I added 3/4 of a quart to bring the oil level up to recommended level.

 

5. I got 23 miles up the road on my out of town trip and my "DIC" indicated Low Tire Pressure. I advanced the screen to the "TPMS" and discovered all four tires were very low. I am forwarding you the picture I took of the "TPMS" Screen indicating the front tires had 30 psi and the rear tires had 27 psi. The recommended Tire Pressure is 36 psi for each of the four tires.

11/22/2019 I called and asked to speak to Mark Milroth who is the Dealership General Manager. I was greeted by his Voice Mail, so I left a brief message explaining I had purchased a new 2019 Silverado the day before and had several concerns about Dealer Prep issues. I left my name and telephone number as well as advising I would be sending him an email. I never received a call back or a response to my email. I also sent a Cc: to Ian Kozak a copy of the email as well. I did not receive a response from him either.

11/29/19 My Navigation System stopped working. A message on the Navigation Screen indicates “Nav SD Card Removed”

12/3/19 I was greeted pleasantly by Ansley Bailey at the Crews Chevrolet Service Center. A technician looked at my vehicle and advised they would have to order a new SD Card Reader. I was told it would take 3 – 5 business days for the part to come in and she would be calling me as soon as the part was in and schedule me an appointment to bring my vehicle back for the repair. As I got in the Silverado, I discovered a cell phone in the seat. I gave it to Ms. Bailey. She stated a Service Technician must have left it in there.

12/7/19 My Driver Information Center “DIC” stopped functioning. The DIC Screen controls on the right side of the steering wheel no longer functions and the “DIC” remains on the Trip 2 screen. It was working normal the next day when I started the truck.

12/11/19 I called Crews Chevrolet Service Center to Inquire when my Part was expected. I was advised the part was already in and I should have been called by the Service Advisor. I set a Service Appointment for 12/13/2019 at 1:30 PM

12/13/19 I arrived at the Crews Chevrolet Service Center and was greeted by Service Advisor Ansley Bailey. I told her I have a friend who purchased a new GMC Denali and was experiencing the same problem with the Navigation System. The Service Department at McElveen Buick GMC in Summerville determined they SD Card was malfunctioning, and the entire “Lot” of SD Cards were corrupt and were ordering him another SD Card. In about an hour she advised me the truck was not fixed yet and the problem was not the SD Card Reader. She said they were ordering a new SD Card and would need me to come back in next week to try the new SD Card and have it programmed. She made an appointment for me for 12/16/19 at 1630 Hrs. While there I asked another Service Advisor to look up my 2 vehicles and find out how long they had been on the lot prior to being purchased by me. It turns out my Camaro had been on the lot since March of 2019 and my Silverado had been there since September 2018.  I told him my Silverado had a 0% Oil Life Remaining message on my “DIC” when I accepted delivery. He agreed with me that the truck needed an oil change when I drove it off the lot. My issue is that I have brought this to the attention of several employees of Crews Chevrolet and no one has offered to have an oil change completed on the vehicle. Crews Chevrolet knows a customer drove off with a brand new $61,000 vehicle needing serviced, but no one seems to be concerned.

12/15/2019 I did a “Remote Start” off my “My Chevy” App. I went down the road for about ¼ mile and the following warning lights were lit on my dashboard: Check Engine, ABS, Traction Control and Brake. I had the following messages on my “DIC”:

a.      Brake System Failure 62 MPH Top Speed

b.      Steering Assist Is Reduced Drive with Care

c.       Trailer Brake System Failure

d.      Service ESC

I could tell my brakes and steering were compromised, so I pulled over to the side of the road and shut the truck engine off. When I restarted the engine all the messages and warning lights went off except for the “Check Engine” light. The brakes and steering seemed to be working as normal. I received an email from OnStar indicating an issue with my Antilock Braking System had been detected. Before I got home, I experience a complete Blackout on the Instrument Panel. It came back in about 3 seconds.

12/16/2019 I called Crews Chevrolet and spoke with Service Advisor Ms. Bailey who has been my Service Advisor and explained my latest problem with the Silverado. We changed my appointment to Tuesday 12/17/2019 at 1500 Hrs so the Technician would have more time to trouble shoot the problems. She advised she would set me up with a Rental Vehicle since I would probably need to drop the Silverado off for a couple days.

I did another “Remote Start” off my “My Chevy” App and received above same messages on the “Driver Information Center” as well as the same Dash Lights. I had to shut off the Silverado and restart it 3 times before the messages and lights went off with the exception of the Check Engine light remaining on.

12/17/2019 I arrived at the Crews Chevrolet Service Center. Ms. Bailey promptly greeted me and took my keys. Later she advised the new part did not correct the problem. She went on to say the Shark Fin antenna had been discovered to be a little loose and that they would correct that as well as seeing if something was wrong behind the radio or maybe if the actual Radio/Navigation unit was defective. She said I would need to leave the vehicle for further diagnostics, but she had a new Malibu for me to drive. She said she was setting me up with the Rental Car for 2 days. She made a copy of my credit card, driver’s license and insurance card and then told me someone would do a walkaround of the vehicle with me in a few minutes. In about 15 minutes a gentleman and I did the walkaround of a gray Malibu. He handed me the keys and went back inside. The car did not start. I went back inside and found the same gentleman and told him it must be the wrong car. We went back outside and did a walkaround of a white Malibu 2 parking spaces away from the gray one. He apologized for the mistake. I drove away.

12/20/19 I was called by Service Advisor Ansley Bailey. She advised my truck was ready. I picked it up about 30 minutes later. Everything seemed to be working correctly.

12/22/19 I discovered a leak in the rear glass on the Driver’s side. It was raining and leaking near the top corner and dripping to the back of the seat and down on the seat. I drove home parked on an incline in my driveway. I got a rag to clean up the water and left a dry bath towel on the back of the seat under the leak to catch the dripping water. After a couple hours I went out to check on the leak. The top of the towel was wet, and it appears the leak is dripping on the towel about every 8 - 10 seconds. I cannot pull the truck in the garage, because the length of the truck prevents the garage door from closing. I cannot leave the garage door open with my garage contents unsecured. I emailed this document to Mr. Milroth requesting he contact me as soon as possible and provided my phone number.

12/23/19 I called the Service Department and was advised Ansley Bailey was off, but I would be connected to Terry. I reached her Voice Mail and left a message to call me as soon as possible.

At 0820 Hrs I called the GM Customer Service number and voiced my concerns about this vehicle and unsatisfactory customer service e from Crews Chevrolet. I asked for the Area Manager of this area to contact me and provided my phone number. The Customer Service Representative told me the Area Manager was Richard Bell and that he would call me about my concerns. I was then provided GM Case #9-5716967849 for future correspondence.

 

At 0940 Hrs I had not heard from anyone, so I had to take time off again from work and head up the Dealership. The leak in the rear glass was severe enough, I had to change the bath towel twice before 7:30 AM. Terry called me as I was about to turn into the Dealership parking lot and I told her I would be at the Service Center in a couple minutes. When I pulled into the Service Bay, Terry was with a customer, so I just let her know I was in the High County with the leak and would be in the customer waiting area. At 1035 hrs she came to talk to me and took my keys while explaining she was getting a technician right on it, but it would be 3 – 4 hrs. It would have been nice to have been offered a Loaner. I could have gone back to work where I really needed to be. I do understand a Dealership cannot always provide a loaner vehicle though. My truck got finished at 1510 Hrs and Terry advised me not to open the rear sliding window for at least 24 hours. Terry did a good job and was very friendly as well as professional.

12/24/19 While driving I discovered the Lane Keep Assist, Forward Collision Alert, Following Distance Indicator as well as the Automatic High Beam were no longer working. The Tailgate Power Lift does not work from the Key Fob. It lowers but does not raise. It will work from the control in the truck.

12/25/2019 I did a “Remote Start” off my “My Chevy” App. When I entered my truck and pressed the Start button the same warning lights as before were lit on my dashboard: Check Engine, ABS, Traction Control and Brake. I had the following messages on my “DIC”:

a.       Brake System Failure 62 MPH Top Speed

b.       Steering Assist Is Reduced Drive with Care

c.       Service Trailer Brake System

d.       Service ESC

I shut the truck engine off and restarted the engine four times before the “DIC” messages cleared and the Instrument warning lights went off except for the “Check Engine” light. I received an email from OnStar indicating an issue with my Antilock Braking System had been detected. Before I got home, I experience a complete Blackout on the Instrument Panel. It came back in about 3 seconds.

[OnTheReel]

Unfortunately a lot of common problems that many of us, including myself have gone through.

With the latest brake system failure (and forward collision/ lane keep assist problems), there have been several people here who have reported these issues after having the latest recall done. Safe to say it’s making things worse instead of better.

 

 

In regards to the rest of the truck when you first bought it, it’s a real shame they didn’t seem to do any pre-delivery inspection or service whatsoever, and a shame none of this was uncovered in the test drive. 500 miles would be high for a new vehicle, but low for a loaner, especially one that’s been around for awhile. My dealer tends to mile them out within a month or two. Not sure you’re getting the full story from the dealer on this truck, but you have every right to be angry. Good luck.

[Rocz3cqg]

First thing. I'd say you should have gotten like 13000 to 16000 off the MSRP for being basically used. Did they sell it as NEW to you? The SD error is common and some of the problems tend to be the lock sw on the SD card in the wrong position and the reader in the console is defective. Ensure all the software updates and recalls are completed for this vehicle. The loss of the Lane Keep, Intellibeam etc is due to a recall to reprogram the front camera. This problem also seems to affect the braking function of the vehicle which results in the loss of brakes and error conditions. Document all your problems [You seem to be doing a good job so far] and Document what you want done to the vehicle that was not done before delivery. Take the vehicle in and have them give you a loaner. You seem to have a good relationship with the dealership, so be proactive and polite and ask for these things.

[Pyrojodge]

I can tell you that if the dealer used the truck for a loaner then the like to get 2000 to 2500 miles on them before they switch them.  That's my experience locally though.  I'd also be surprised if they used a High Country as a loaner.   I wish you luck with your issues as I'm over a month in with 0 from GM on what they suggest to fix them.

[2016 Sierra Owner]

Sorry your having these problems with your new truck.

1) You say it's a loaner with 500 miles on it. Did the dealer tell you that or did you assume? Reason I say that is I live on the east side of Atlanta. My 16 was at a dealer in Huntsville AL. It was traded to my dealer so I could purchase it. It had 296 miles on it when I took delivery. Your truck could have been traded to your dealer from somewhere else and racked up those miles. Also my dealer currently has a Sierra SLT for sale right now that has been used as a loaner. It even says it on a sticker across the top of the windshield. It's been for sale since July it's got 3446 miles on it.  https://www.colonialgmc.com/VehicleDetails/new-2019-GMC-Sierra_1500-Crew_Cab_Short_Box_4_Wheel_Drive_SLT-Loganville-GA/3452832553

2) Did you test drive this truck before you signed the papers? The oil change warning should have come up then. 

3) Did you inspect it before signing the papers? That would been the time I told my salesman that the truck needed cleaning better than it did.

[FiatDale]

I agree with the above post 100%. I get that you’re having issues and there’s no excuse for some of them, but the 500 miles and it being dirty, it sounds like you didn’t do your homework before signing. My truck had 400 miles on it, sold as new, it was used at a couple promo events last year hence the miles. But never titled so it can be sold as new. As for the dirt, trucks do get dirty sitting on the lot as it sounds yours was for a while. You could have easily sent it back to make ready and had them do a full detail.

Hope you get the other issues addressed.

[John Sloane]

Thank you everyone for your input on this subject. I finally got a call from GM Customer Care and advised the Representative of my concerns. I emailed her my notes as well as a picture of the Tire Pressure Monitoring System from the day I purchased the vehicle. She seemed concerned that I did not even get a call back from the Area Manager after the first time I called the GM Customer Care number. She said she will be contacting me within 2 business days about these issues.

[JohnCasey]

The window leak is a known problem. I'm dealing with it now and also dealing with the advisor that takes 2 days to do everything.

[RyanbabZ71]

I can tell you that if the dealer used the truck for a loaner then the like to get 2000 to 2500 miles on them before they switch them.  That's my experience locally though.  I'd also be surprised if they used a High Country as a loaner.   I wish you luck with your issues as I'm over a month in with 0 from GM on what they suggest to fix them.

Probably a demo vehicle someone I sales driving it around [emoji2373]


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[John Sloane]

I should here back Monday from GM Customer Care with their resolution to this dilemma. Hopefully my truck is just a Lemon and they will put me in another "New" Truck. 

[John Sloane]

My 2019 Camaro ZL1 1LE. I only have 124 miles on it so unfortunately do not know if there are any problems with this. I have heard though that these cars were made really well. By the way.... I hear 2023 will be the last of the Camaros being built.

[RyanbabZ71]

My 2019 Camaro ZL1 1LE. I only have 124 miles on it so unfortunately do not know if there are any problems with this. I have heard though that these cars were made really well. By the way.... I hear 2023 will be the last of the Camaros being built.

Nice car you plan to track it? I have an SS 1LE






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[Thomcat]

I try not buy a "new" (used) vehicle with over 50 miles on the clock and whenever possible try to be the first non-GM ass that hits the driver's seat. A new vehicle with 500 miles, low oil level and the OLM at 0% indicates a it had a really rough honeymoon period losing its virginity and transforming to a "well used" vehicle. Could have been an "executive demonstrator" used by one of the management taken home by someone in the dealership and he or his kid kicked the crap out of it, could have been left idling in the lot for hours on end (engine hour meter reading?), could have been a "Robin Hood" vehicle that donated urgently need parts for repair for later replacement, SD card could have been "lifted" during a test ride and service screwed up programming of a replacement, could have been a rough life subjected to who knows what?

 

Sounds more like a rolling nightmare than a new truck. Mistake was on the first day after 23 miles, not making a U turn to return it, rip up the paperwork and start a new deal on a real "new" truck. After purchasing 4 vehicles from this dealership they should kiss your a$$ every time you go in there. Here's my .02 of advice.....forget going GM case B$ to get satisfaction......why drag out the inevitable?....Time to drop this off and have dealer accommodate with a great deal on a replacement vehicle even if they have to bleed a little. I did it with my short lived 6 month old, 1000 mile back breaking, crap Jap 6 speed  '15 Camaro and got every penny back I paid in trade plus over 20% off MSRP on the replacement '16 Malibu.

[KARNUT]

A good portion of our personal vehicles were CPOs, leftovers or special deals with thousands in savings. Some came with better than new warranty, never a problem. Most people don’t buy vehicles beat the hell out of them, trade them in early. A problem vehicle is going to be one new or used.


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[econometrics]

OP, it’s entirely possible that the dealer you bought the truck from swapped it with another one many miles away. 
 

My RST was driven 250 miles from one dealer to mine before I took delivery. Though my dealer said that if it’s closer to 500 miles, they put it on a trailer. I’m sure not all dealers have this policy. 
 

So your HC could have been driven to your dealer, then test driven a few times.