General Motors Informative - GM truck sunroof leak/Dealer performance.
I just wanted to post this where it will get some exposure.
I have had an ongoing issue with GM and GSL Chev City in Calgary Alberta Canada regarding my leaky sunroof. 2007.5 Chevy Silverado Crew Cab.
Many owners out there are having problems getting their trucks fixed, including me and I'd like to share my story.
I'm hoping that GM will pick up and run with this once they see that there are enough concerned customers out there.
Here is a letter that I recently wrote to GM regarding the poor performance that I have experienced.
Administrative Operations - Service, Parts, Operations (SPO)
General Motors of Canada Limited, SPO
1908 Colonel Sam Drive
To Whom It May Concern:
Recently I purchased a 2007 Chevrolet Silverado Crew Cab used in a private sale. Unfortunately, I have been having ongoing problems with the truck regarding water leaking into the cab of the truck during rainstorms.
I purchased the truck in December 2008 and initially did not have any problems as the temperature was most often below freezing. As summer arrived, so did the rain and almost every time it rained I noticed that the headliner, seatbelts, and carpet in the truck would get wet. I was due to have the oil changed in the truck and also intended to have washer fluid heater repaired due to a GM recall.
I brought my truck to GSL Chev City in Calgary as it is very close to my home.
The recalled washer fluid heater was repaired without issue.
I asked GSL to investigate a squeaky driver’s side front window. The technician noted a TSB regarding lubrication of window hardware and billed me ½ hr. labour. $62.50
I also asked to investigate a slight delay in the washer fluid when pumped. The technician tested the washer fluid pump and deemed it to be working properly. I was billed ½ hr labour $62.50.
I also asked GSL to identify and repair a leak that caused the headliner, seatbelts and carpet to get wet after rain. The intake employee (_________) told me that these leaks often occur when owners use touchless car washes as the high pressure spray overwhelmed the sunroof seal and sunroof drains. I told the Tammi that I do not, and have never, used a touchless carwash and that a light rain would cause the truck to leak. The technician tested the water tightness of the truck with a rain tower and came to the conclusion that everything was working properly. I was billed 1 hr labour. $125.00.
When I heard of these charges I contacted the service manager _________ and told him how upset I was regarding them. I told him that they were outrageous and he agreed with me. All of the charges in question were reduced to zero other than a ½ hr. diagnostic charge for the sunroof leak. $62.50
When I went to pick up the truck I noticed on the work order “Suspect touchless car wash was used and water overflowed front sunroof tracks (normal) No sign of leak at this time” This, after I specifically told the GSL employee (________) that I did not use those car washes. I was insulted.
I paid the bill and hoped that there were no more leaks.
The truck continued to leak so I took it back to GSL service. The technicians again tested the sunroof with rain towers and told me that there was no leak therefore there was nothing to be fixed. Fortunately, there was no charge. Once again on the work order/invoice it was written “leak not present at this time. Suspect customer is using high pressure car wash and over coming sunroof drain’s ability and causing water to flow through headliner and into B pillar trim” This comment even after I specifically told GSL on two occasions that I did not use touchless car washes. During a follow up conversation with ____________ I was asked if I was sure I was closing the sunroof properly as that may be a possible cause of the leak. I was insulted once again.
The truck continued to leak.
I took the truck back to GSL service and asked them to drop the headliner as that would surely enable the technicians to identify the leak. _____________ and I agreed that I would pay an additional 1 hour labour ($125) for the R&R of the headliner. I traveled to the shop to see the situation myself. When I arrived the technician had the truck sitting under rain towers waiting for the sunroof to leak with the headliner down. They told me that there was no leak and that everything was operating as designed. I looked around a bit and noticed a hole in the driver’s side drain channel and that the drain hoses ran uphill. The hole in the drain channel was dripping and the reverse grade on the drain tubing caused the drain channel to overflow as water rarely flows uphill. I asked them to drive a screw into the hole in the channel, as was done on the passenger side, and to try to correct the grade of the drain tubing that flowed uphill. They put the truck back together.
I was called by _____________ and told that the cost that we agreed on had now gone up. At this point I was once again disappointed and called Robert Wolfe (the owner of GSL) and told him my concerns. He called back shortly after and told me that the charges would be as we agreed on totaling1 hour labour. $125.00. Thank you Mr. Wolfe.
They put the truck back together. When I picked up the truck I noticed that on the work order/invoice, highlighted in pink was a note “No more work orders are to be opened on this vehicle without service management approval and a clear understanding of responsibility for charges RWK” I understood this as asking me not to return.
Being quite displeased with GSL at this point I didn’t think that would be a problem.
The truck continued to leak.
25/08/2009 I called and talked to Service manager at GSL and expressed my concerns. I asked if they would like to try again to fix the truck he said “no, he would rather not.”
25/08/2009 I called and talked to Francine at GM customer Service and let her know that I was intending to take the truck to Jack Carter Chevrolet in an attempt to have the problem fixed.
25/08/2009 When I was blessed with a free moment I decided to have a look at the truck myself. I dropped the rear corners of the headliner and adjusted the drain hoses, and repaired the problem. (Unfortunately the GSL technician had not done this as I had asked when in the shop) I lowered both hoses to just above airbag so that water didn’t have to flow uphill. I also noticed that the passenger side drain hose did not have the retainer clip to attach it to the body and keep it from moving around.
These Repairs took me, a Plumber, about an hour. I then tested the drainage system with a running hose in drain pan for approx an hour. There were NO LEAKS.
26/08/2009 Looking for more information regarding my issues, I went to another of the Chevrolet dealers in Calgary and inquired into TSB 09-08-57-002. When I read this TSB I was surprised to see that the EXACT symptoms were listed in this document. Even more surprising was that the same procedure that I used to correct the problem was also described in “Condition 2” of the TSB document. This was so surprising because, during my time at the GSL shop to view the truck with the headliner down, I specifically mentioned that this was a likely cause of the leak and asked for it to be corrected. Water does not have a tendency to flow uphill.
At this point I wish to express my concerns to everyone important to the situation. I feel as though I have been put through the wringer over this and pointing out these problems may help me and any future customers with similar problems.
Firstly, I’d like to comment on the fact that I have been able to identify hundreds of documented issues relating to these trucks and sunroof leaks. I was also able to bring to the attention to all I spoke, the TSB and PIT documents related to the sunroof issue. I know that GM has had to deal with this in the past, yet when it comes to my truck they had absolutely no idea. When I asked GM or GSL employees about an ongoing issue with the sunroofs leaking, I was told that there were no issues.
Secondly, why is it that your top notch mechanics working at a GM dealership spent hours and hours (supposedly) trying to identify and rectify this problem and I, a Plumber with no formal mechanics training, fixed it in about an hour?
Thirdly, I would like to know why your service department, after being told that the sunroof leaks in a light rain always come back with “we can’t make it leak” therefore it does not leak. Why, after being told that I NEVER use touchless carwashes on two occasions, GSL tells me that the likely cause of my leak is a touchless carwash? How insulting. Not to mention questioning my ability to properly operate the sunroof controls. Good Lord!
Fourthly, I must comment on the aggressive billing that I encountered on my first visit to GSL. Charging me ½ hour labour to view a TSB regarding a window squeak, or charging me ½ hour labour to have the technician sit in the truck and run the washer fluid for 10 seconds is a DISGRACE.. How many people would have paid that? It almost seems criminal. I have to admit, part of the reason I have been so tenacious with GSL is because of this aggressive billing fiasco.
Lastly, I would like to be refunded the monies that I have paid to have less than nothing done to my truck relating to my sunroof leaking. So far I have been billed $187.50 to have my sunroof issue fixed or even diagnosed. For that expense, I have not had my truck fixed, I have not had the problem diagnosed, I have been insulted, and have had to take it upon myself to fix the issue.
I find it a shame that I am not welcome to bring my vehicle to GSL anymore. It would be very convenient to have my service performed there but seeing how things have transpired, even if I was welcomed at GSL’s service department, I wouldn’t bring my vehicle there.
I hope that this will all be a lesson to everyone involved. Perhaps my truck won’t rust out and fill with mould due to the constant wet in the truck after all. Perhaps GSL and General Motors will learn something about providing a better customer experience.
I look forward to hearing your comments regarding this matter and to my refund as well.
Thank you for your time.
One Dissatisfied Customer