I have a 2017 GMC Sierra Denali that I brought in ...

I have a 2017 GMC Sierra Denali that I brought in for service to Karl Tyler. I had great service from their service department for many years in the past and I ve always been a Chevy/GM owner. The truck has less than 5000 miles on it and I ve owned it for less than a year. It is still covered by all of the manufacturer warranties. I am leasing it and received it brand new from Dave Smith.

The truck has a leak at the OnStar antenna causing water damage and staining in the headliner. Karl Tyler did not provide me with any indication of the extent of the water damage, but I can see stains in the headliner and water has leaked through the A pillar and dash into to floorboards. I first noticed the leak when my floors were soaked for several days after heavy rain. Techs at Karl Tyler diagnosed the leak and ordered a new antenna. It was never mentioned what would be done about my headliner water damage, so I contacted GMC customer service to inquire about my warranty coverage. I was told twice by two different customer service associates at GM customer care that the water damage was covered by warranty and the headliner would be replaced as part of the warranty coverage. They stated this was a manufacturer defect with the OnStar antenna leaking which caused the water damage to my headliner. Karl Tyler service refused to cover the replacement of the headliner after GMC customer service associates twice stated it was covered under my warranty. Karl Tyler stated it was required that the headliner be carpet cleaned after the antenna was replaced to remove the stains and this would be sufficient to satisfy the warranty coverage. This does not solve the issue of any possible mold growth in my headliner since Karl Tyler only intends to clean the surface of the stains and nothing will be done about the water damage between the headliner and the body of the truck. This also does not take into account any additional water damage to the electronics inside my dash since the water leaked from the antenna down the A pillar through the dash and onto the floor.

I also noticed while searching for further water damage that the service associate who worked on my truck pulled the carpet on the driver side away from the trim and failed to properly replace it. When I moved the weathertech floor mat to check for water damage in the carpets, I found the laziness of the service associate who had left the carpet hanging out all over the place and hadn t even properly secured my weathertech floormats to the pegs on the floor.

For a $60,000 truck, I would expect better service from GM and from my authorized warranty dealership. Somewhere there is a disconnect between Karl Tyler and GM since two different customer associates at GM read the warranty coverage and told me that my headliner would be replaced due to water damage and only Karl Tyler is refusing to offer the same assistance that GM says my warranty provides. Karl Tyler wants to use a rug doctor to remove the evidence of water damage so they can later deny it ever existed once the mold forms in the warm weather. Then it will be the same song and dance with me still stuck with a $60,000 moldy truck.

I have been a missoula native all my life and have used Karl Tyler many times for service with great results. I will likely never return to Karl Tyler after this incident.