Complaints

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2019 Suburban Premier dropped off on October 25, 2023 for repairs to rear bumper. When dropped off there were no issues with motor Suburban picked up on November 2, 2023 with motor knocking and not running properly. Business refuses to work with us to repair whatever happened in that week of them having it.

  Business response

  11/09/2023

  The customer brought their vehicle in to our shop for repairs as stated. What they have failed to mention is that they admitted to our staff at the time they picked up their vehicle that the vehicle was exhibiting a ticking noise prior to us working on the vehicle. They assumed this noise was related to the exhaust damage that we repaired/replaced as part of the loss. Unfortunately, with the new exhaust installed, the ticking noise was still present when we returned the vehicle to the customer. Our experienced staff unanimously agreed that the ticking noise was likely a "Lifter Tap" which is a common issue with the Chevrolet 6.2L engine in their vehicle (especially with high mileage (over 100k, which their vehicle was at 107k+ miles)). When we delivered the vehicle to the customer, we let them know of the remaining noise, and told them we did not see how it would be related to the loss, but we would reach out to the insurance who was paying for the repairs to see if they would like to have the issue diagnosed further at a mechanic shop or dealer service center. The insurance company did not think the noise was related to the loss either and approved no further action.

  We have attached Technical Service Bulletins (TSBs) which explain this lifter tap issue is a common problem as previously stated. 

  We also would like to note that the customer has an Aftermarket AFM/DFM cylinder deactivation device plugged into their vehicle which could have been a contributing factor to poor lifter performance. They also were hundreds of miles overdue for an oil change at the time of repairs.

  The customer drove the vehicle in excess of 2500 miles after the accident and prior to repairs, we accrued less than 1.2 miles on the vehicle while it was in our possession. The engine issue they have may very well be related to the known GM issue in the TSBs, or related to the accident and the excessive mileage driven by the customer with the ticking noise. Regardless, it has nothing to do with the miniscule amount of work we did to the vehicle. 

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