Complaint Review: Casper Buick GMC Cadillac

Like you, I have better things to do than invest 100+ hours trying to get Casper Buick GMC Cadillac (Order No. GCCS173226) and GM Customer Care (#SR9-7227193712) to do what they have promised in writing to do.  Instead  I am investing more hours to write and post this review in order to share the awful experiences I’ve had trying to work with Matt Harvey, General Manager at Wyoming’s Casper Buick GMC Cadillac’s General Manager (mharvey@caspergm.com) and Jay, a GM Customer Care Supervisor (X:5911591). 

My experiences include, but are not limited to:

(i) repeated broken promises from Matt Harvey from Casper Buick GMC Cadillac (“CASPER GMC”) and Jay from GM Customer Care (“GM”) to get back to me;

(ii) CASPER GMC’s and GM’s willful disregard of the promises made to owners like me in GM’s Factory Power Train Warranty; and 

(iii) CASPER GMC’s repeated and unwarranted refusal to file my warranty claim with GM, despite the fact that my truck is still under GM Factory Warranty for both the injectors (GM Factory Power Train Warranty), and the connector wires (GM Genuine Parts Warranty).

I own a 2019 Chevrolet Silverado 2500 HD that has been nothing but trouble, mainly regarding injector failures, faulty injector wiring connectors, and emission system failures. In each case the truck went into limp mode https://www.gm-trucks.com/forums/topic/212695-limp-mode/ , forcing me to immediately drive slowly to a GM Authorized Dealer for assistance. In the fall of 2021 two other GM dealers diagnosed problems with the #4 and #6 connectors respectively and they and replaced/repaired the wires/connectors and sent me on my way with a new Genuine GM Part, a part that is covered by a GM one year warranty.

My truck’s injectors are part of the power train and therefore still covered [theoretically] by GM’s Factory Warranty.  The injector wire/connectors, were they not [theoretically] covered by the Genuine GM Part 1-Year Warranty, would be covered by my extended warranty policy.

On January 3 2022, while driving from Montana to Texas to deal with a family emergency, my truck went into limp mode once again. I took the truck to the service department at Wyoming’s CASPER GMC where I was informed by the service tech that their computer diagnosed problems with the #4 injector and it’s connector (which had recently been repaired/replaced by another GM Authorized Dealer). The service technician told me that the replacement/repair of the injector and wiring would cost $1,963.91 but my cost would be zero since the extended warranty company authorized coverage of the entire amount.

I was perplexed by the fact that CASPER GMC filed with and received guaranty of payment from my extended warranty company since my truck was still covered by GM’s Factory Power Train Warranty and the connector wire was still covered by Genuine GM Part’s 1-years product warranty. Later that day CASPER GM called to say they also found that the #6 injector had failed and they could replace it immediately if for an estimated additional $400, but that because it was near the end of the business day, they may not be able to reach the extended warranty company. Because I was in route to deal with a family emergency I told them to fix it even if they could not reach the warranty company and if they could not, I would pay the estimated $400 and I would deal with warranty coverage directly later. 

At the end of the day CASPER GMC called to tell me my truck repairs had been made and that I could come pick it up. When I arrived  I was then told that the extended warranty company had withdrawn their approval and I would need to personally pay the entire bill ($2,431.04) in order for them to release my truck to me.  I contacted the extended warranty company to inquire about their withdrawal of coverage and they pointed out that my injectors were still covered by the GM Factory Power Train Warranty and my relatively new connector wires covered by the GM Genuine Parts Warranty and therefore charges should be covered by GM and not them.  I requested that the CASPER GM’s service technician (and later their service manager) file my claims with GM and they refused.

Despite my repeated insistences that CASPER GM’s Service Tech and their Service Manager submit my claim to GM (where they should have filed in the first place) they repeatedly refused, twice saying that based on their experiences with others, GM would not cover the costs even though injectors are normally covered by GM’s Factory Power Train Warranty. They surmised that based on experiences with others (nothing at all to do with my situation) that GM would would deny coverage because the injector failure (covered by their warranty) was from the failure of an uncovered part (the connector, which is not part of the power train warranty).  

I pointed out that GM’s Factory Power Train Warranty stimulates in their warranty agreement under their “What is Not Covered” section (pages 9 through 13) that they will not cover a covered part if and only if there is causation between the failure of a cover part (ie: my injectors) that  relate to “Third Party Externally Connected Electrical Products”.  Again, the connectors, which they claimed caused the problem with the injectors, are not third party parts, they are Genuine GM Parts and come with a one-year warranty  https://www.gmpartsdirect.com/oem-parts/gm-connector-kit-19368140 . 

Upon further research on my part, I have learned that unless a technician takes an injector apart to examine its internal parts, there is no way one can know with certainty what the cause of failure is.  CASPER GM’s technician surmised that the connector wire caused the injector failure without even considering or exploring to see if the failure could have been caused by one of the top reasons for fuel injector wear out and damage (poor fuel quality, heat soak, solenoid failure, engine blow-by, or broken/leaking fuel injector  https://rislone.com/blog/fuel-system/top-5-reasons-why-fuel-injectors-wear-out/.

As noted in the paragraph above, even in then unlikely event that the injector problem was caused by the connector wire, this cause would not lead to an denial for GM Factory Warranty coverage since this part was a recently new, warranty covered, GM Genuine Part and not a third part externally connected electrical product. 

I thought I was making headway with Matt Harvey, CASPER GMC’s General Manager since I finally got a call from him over a month of trying to resolve this problem with his employees and GM.  I was encouraged because he had read my letters, listened patiently, to me and said he’d be back in touch in a few days after consulting with GM.  After giving him adequate time to respond without ever hearing back I called finally heard from him.

He said he thought he was getting somewhere and would be back in touch with me no later than February 18th.  It’s now March 1st and I’ve heard nothing.  I had previously told Matt that I would wait until today before I posted my story on scores of auto dealer review web sites since I did not want him to be unfairly surprised by my posts.  Also, to go beyond fair with both CASPER GMC and GM, I sent them a copy of my post and told them that I’d wait for no longer than 7 days [note which will now be March 1for them to respond and that I would add their response to my post unedited and unreacted.  I never heard back from either company.