Hubby and I stopped in San Antonio, TX for a routine oil change and tire rotation for our 2007 GMC Duramax Diesel.  AFTER they changed the oil they said they had noticed an oil leak from the oil pan, but because we were at a Chevy place they couldn't work on it under the warranty, so they sent us down the street to their GMC dealership.

The service manager at the GMC dealership told us that they checked the computer on the truck and that some after-market software had been installed in the truck and that this would make the warranty invalid.  Well the problem is that we never installed any after-market software. 

Hubby called the place where we bought the truck, his mechanic back home, and the dealership where we had a recall worked on in June.  All of them said they had no record of any after-market software being installed.  The two dealerships from back home said we should take the truck and get out of there because something sounded fishy.  What are these guys up to in San Antonio?  Are they trying to pull something?  I'm just a bit puzzled and was wondering if anyone had any thoughts on this.

Colleen
Something doesn't sound right with this dealer.  You stated you were at a Chevy dealership and they sent you to their "sister dealership" which was a GMC shop.  I could be wrong here, but it has always been my understanding that any GM dealership can do warranty work on any GM product.  My last vehicle was a Chevy truck and I had a GMC dealership do warranty work on it several times.

I would wait until I got back home (if that's possible) and have the work done at the original dealer. 

I'd get in contact with the GM factory area rep.... If the factory rep can't help then I'd go to the news media, one of the consumer advocates. With GM on the verge of failure they don't need bad press right now.

I know that some shops assume, or at least try and get you to admit that you did some after market work when you obvisouly tow, then that makes the warranty invalid. I would ask them to prove the after market software, if they do then someone owes you an explanation, if they can't then they need to do the work under warranty.  I had a transmission shop try the same thing on me, and as you, I had not done anything to the truck it was as I bought it. When I ask them to show me what was on there that was after market they backed down and did the work. I think they were just taking a shot hoping I would say ok and then pay for the work. Good luck and Let us know how it turns out for you.
 
Flyone

Hi Colleen,

As a service technician at GM dealerships for almost 25 years, I find this very interesting. As Jim said above, “any GM dealership can do warranty work on any GM product” (there are a few exceptions such as Saturn, Saab, Workhorse and maybe Hummer). While it is possible for a Chevy dealer to do warranty work on a GMC vehicle, GM’s guidelines for dealers regarding “cross-line” warranty repairs only state that they can do warranty work. Unfortunately, it is at the dealer’s discretion whether they choose to do the work. In my experience, since your truck is basically the same as a Chevy Silverado, with the very same Duramax engine, I see no reason for the Chevy dealer to send you to the GMC dealer.

And I agree with Flyone’s recommendation – ask them to prove your vehicle has had aftermarket software installed. However, since the only concern you had was an oil leak, I don’t understand why the dealer would be checking your computer anyway.  It sounds to me like they’re looking for reasons to deny you warranty coverage. Over the years, there have been occasions when I have done warranty work on vehicles that have been modified, so long as the modification was in no way responsible for the failure.

If this is not an emergency situation, I would seek out another dealer. It sounds to me like these two shops are not interested in customer satisfaction – the first refusing to do the warranty work and the second finding reasons not to do the work under warranty. It’s frustrating that these situations shine a bad light on the auto repair industry, when there are some really good shops out there (like mine!).

You might want to check your owner’s manual for a Customer Assistance phone number. They may be able to help you out with any further questions regarding warranty repairs and customer satisfaction (or dissatisfaction!) concerns.

Jim

Thanks all.  Sorry it has taken awhile to reply.  We were in Big Bend National Park in Texas.....what a spectacular place!!!!  I highly recommend it.

We ended up bringing the truck to another GMC dealership in San Antonio and they said the oil pan was leaking and replaced it right there.  We even told them what the other dealership had said....they didn't seem too concerned.

At the first dealer the service manager said that the oil leak was caused by a pvc or pcv valve (please excuse my lack of knowledge on this topic) and that the type of leak was caused by too much pressure (due to after market software to increase power).  He showed us some report that said "Error: Invalid Part Number" and this supposedly indicated to him that there was after-market software added based on his extensive GM training.

At the second dealer who ended up fixing the problem they said it was just a leaky oil pan (checked via some dye).

The truck is fixed now.  When things settle down a bit in the next couple weeks we'll write a letter to GM to express our concerns because my gut tells me they were going to try to double dip ($$ from GM + $$ from us), but I hope it was just an honest mistake.

Have a great THanksgiving!!!
Colleen

"It’s frustrating that these situations shine a bad light on the auto repair industry, when there are some really good shops out there (like mine!)."

Jim,
This is my first negative experience with an auto shop.  At the shop back home I always knew they were looking out for me...as I'm sure you do with your customers.  There are always a few bad eggs in any industry, but I think most people are good and want the best for their customers. Keep up the good work!!

Colleen