In October 2021, I purchased a 2001 Chevy Silverado Turbo. Within approximately one month of…read morepurchasing the truck, I began experiencing an issue with the vehicle. In December 2021, a warning light appeared on the dashboard indicating "Reduced Engine Power." I brought the truck to Heritage for diagnosis. At that time, I was told that the issue appeared to be related to something else and that they had taken care of the problem.
Unfortunately, the problem did not go away.
I brought the truck back to Heritage in 2022 and again in 2023 for the exact same "Reduced Engine Power" issue. During these visits, Heritage performed inspections, including their three-point inspections, and addressed items they identified as needing attention. I followed their recommendations and paid to have the necessary work completed because I trusted that these repairs would resolve the problems I was experiencing.
I may not have brought the truck in during 2024 because the warning light and issue were not consistently present at that time. However, by 2025, the same problem had returned and was continuing to occur. I brought the truck back to Heritage once again. They performed another inspection and identified additional items they said needed to be addressed. Once again, I took care of the recommended repairs.
At this point, I had repeatedly brought the vehicle to Heritage, repeatedly reported the same problem, and repeatedly followed their recommendations in an effort to get the issue resolved.
Then, in 2026, the situation became significantly worse. The truck completely shut off, leaving me with no choice but to have it towed to the dealership. Heritage again identified additional repairs that they said needed to be completed. Due to financial circumstances, I was unable to proceed immediately, and the truck remained at the dealership for approximately two months before I ultimately had it towed home.
Once I had the truck home, I replaced the key component that Heritage had identified as needing to be replaced. I then brought the truck back to Heritage specifically because the "Reduced Engine Power" issue was still occurring. The check-engine light was also illuminated.
This is where my experience with Heritage became particularly concerning.
Heritage had the truck for approximately two weeks. During that entire period, I was repeatedly told that they could not get the truck to "mimic" the problem I was describing. I was also told that they could not determine what was causing the issue. This was extremely frustrating because this was not a new or isolated problem. I had been reporting the same issue to Heritage for years.
After several conversations with Heritage, I contacted GM and opened a case regarding the situation. We eventually went to the dealership because we wanted to check on the truck and assist the technicians in demonstrating exactly what the vehicle was doing.
Instead of allowing us to help identify the problem, the manager, Austin, returned the keys to us and stated that they were finished working on the truck. When we asked why, we were told that they could not reproduce the problem and therefore could not do anything further.
At that point, another manager, Mike, became involved in the conversation. Rather than working with us to find a solution, the conversation became increasingly confrontational. We were repeatedly told that Heritage could not get the truck to act up and that there was nothing they could do.
Eventually, Mike asked us to leave the premises. I refused to leave without receiving all of my paperwork and documentation concerning the vehicle and the work that had been performed.
During the conversation, I told Mike that I intended to report the situation to GM, including the fact that Heritage was essentially refusing to continue diagnosing the vehicle. His response was extremely concerning. He stated that the people he dealt with at GM were "$12 pencil pushers," that he only told them what they wanted to hear, and that they had no control over what happened in the shop.
He also accused me of lying about having an open case with GM and stated that the case had already been closed.
That statement was false.
I did, in fact, have an open case with GM, and I had documentation of the case and the communications surrounding it. I also documented what occurred during my interactions with Heritage.
I subsequently reported the entire situation to GM and requested that the truck be transferred to another dealership.
I have more to say, however, the boxes are not long enough for me to complete what I have to say. If I could give a zero star, I would.
