January 29, 2019 my 2016 GMC Denali diesel truck would not start. The truck had less then 20k miles on it. It was still covered under warranty so GMC had a tow truck pick up the truck bring it into Harmon GMC in Provo.
The service department stated that there was nothing wrong with it and that it "started right up." This threw me for a loop. I questioned the technician further and found that he actually needed to "prime the line" before it would start. I asked him why the line would need to be primed, it made no sense to me. He asked if I had let the truck run empty. I hadn't. I questioned him regarding the amount of fuel was in the tank. It had plenty. He asked if I had purchased gas somewhere new or if I was sure I had put diesel fluid in. Seriously? I know the difference between diesel and regular gas. He asked when I last had the fuel filter last replaced. I pointed out that the truck had less then 20k miles on it, it didnt need to be replaced yet.
At this time I explained to the technician I felt like it had something to do with the DEF fluid. The guage would no longer come up stating how much DEF fluid was left. The technician wouldnt talk to me about the DEF fluid, he just kinda treated me like a dumb female.
I was frustrated with him because he wouldnt give a reason for the truck not starting. He just kept giving me the run around for it not starting and acted as if I had done something dumb (regular gas instead of diesel). By this time I was done. I had my husband deal with it and pick up the truck.
On Feb 11, less then 2 weeks later a warning light came up stating COOLANT LEVEL LOW ADD COOLANT. I had just had the truck serviced and oil changed, fluids checked. I pulled over, waited for the truck to cool and checked the coolant level. It was full. Confused, I turned the truck back on and the same warning came on. I called Onstar and they stated that they were seeing a error code of P21DD. This code indicates that the heating element for the DEF fluid had gone bad. I brought the truck back into Harmons in Provo. They stated that the part was on back order and it would take 2 weeks before getting it in. They stated they'd call when it came in.
We did not get a call so we called them Feb 20 and asked if the part came in. They stated it had and to bring the truck down the following morning. Feb 21 they had the truck for the day and stated that part was replaced. We picked up the truck. We did not feel good about the technician, he had been acting disgruntled about servicing the truck.
March 5th the coolant light was back on. My husband brought truck back into the dealership The service technician brought the truck back to check it. During this time the technician drained the majority of the steering fluid, coolant, and DEF fluid. The technician stated it would cost $2000 to fix the problems and that it was no longer covered by the warranty. We immediately drove the truck to Jiffy to have the fluids replaced that the technician had drained.
I'm honestly floored at how dishonest and horrible these guys were. Everybody makes mistakes or has a bad day. I dont think people typically do things to intentionally hurt someone else. Why would you? It just makes no sense. Unfortunately this service department technician did. I cannot wrap my mind around why the part was never replaced or why they would drain those fluids.
Please be careful bringing your car or truck here to be serviced!!!!