The thrill of driving a brand-new truck can quickly turn into frustration when something goes wrong—especially within the first few hundred miles. That’s exactly what happened to George from Owings, Maryland, who purchased a 2024 Chevrolet Silverado 1500 Custom with the 2.7L TurboMax engine. Just 594 miles into ownership, George encountered a major engine issue that required a trip back to the dealership. Disappointed with how the situation was handled, George shared his story in the comments section of Edmunds' 2024 Chevy Silverado 1500 review.
Here’s what George wrote:
"Just bought a Silverado Custom with the 2.7 TurboMax 4-cylinder. With 594 miles on it, it starts shaking and shimmying at a light. Hit the gas, and the engine is shaking like crazy. I took my Silverado back to the dealer, and it turned out that two cylinders needed to be replaced! Heritage Chevrolet in Owings Mills, MD, would not switch out the truck for a new one. I am beyond vexed because that truck will never be the same. I couldn't care less about a warranty. How about doing right by your customers and taking back a defective product and fighting it out with GM for sending you a bad truck! The customer always gets the short end of the stick."
Watch why is George feeling disheartened and how could the dealership act in the following video from the Torque News Youbue Channel.
This situation raises significant concerns for truck buyers. After all, purchasing a brand-new vehicle should offer peace of mind and reliability, not costly and time-consuming repairs. George’s frustration with Heritage Chevrolet is rooted in his belief that the dealership should have replaced the truck outright instead of repairing it, given the major defect so early in its life. But why didn’t the dealership take that step?
Why the Dealership Repaired the Truck Instead of Replacing It
From the customer’s perspective, it’s easy to see why George is upset. A major repair like replacing two cylinders feels like a red flag for a truck with less than 600 miles on the odometer. However, dealerships operate under strict guidelines set by manufacturers like General Motors. Here’s why Heritage Chevrolet may have opted to repair the Silverado instead of replacing it:
- Manufacturer Policies on Replacement: Most automakers, including GM, prioritize repairing vehicles under warranty over outright replacement. Dealers are contractually obligated to follow GM’s warranty guidelines, which often dictate that vehicles must undergo repair attempts before a replacement is even considered.
- Cost of Replacement: Replacing a vehicle is a costly process, and manufacturers often resist doing so unless absolutely necessary. Instead, they prefer to address specific issues through repairs. For a dealership, escalating a replacement request to the manufacturer could be met with significant pushback.
- "Lemon Law" Standards: While George’s truck had a major issue, it likely didn’t meet the legal criteria for a “lemon” under Maryland’s Lemon Law. In most cases, a vehicle must undergo multiple unsuccessful repair attempts or remain out of service for an extended period before qualifying for a replacement or buyback.
- Warranty Coverage: The warranty, which George dismisses in his comment, is designed to address exactly these types of defects. From the dealership’s point of view, they fulfilled their obligation by diagnosing and repairing the issue under warranty.
Why George Feels Let Down
For George, the key issue isn’t just the defect itself but the long-term implications of such a repair. A brand-new Chevy Silverado that has undergone significant engine work so early in its life can lead to lingering doubts about its reliability and resale value. George’s sentiment that the truck “will never be the same” resonates with many vehicle owners who have experienced similar situations.
His frustration with Heritage Chevrolet is compounded by a feeling that the dealership could have taken a more customer-centric approach. Offering to escalate the issue with GM, providing a loaner vehicle during the repair process, or showing empathy for his situation might have softened the blow. Instead, George feels like he’s been left to deal with the fallout of a defective product.
Balancing the Perspectives
While George’s experience is undoubtedly frustrating, it’s worth noting that dealerships often have limited control in these situations. They act as intermediaries between customers and manufacturers, following corporate policies that don’t always align with customer expectations.
That said, George’s comment also highlights an area where dealerships can improve: customer communication and advocacy. Explaining the constraints they face, offering a timeline for repair completion, and reassuring customers about the quality of post-repair performance can go a long way toward rebuilding trust.
Takeaways for Other Truck Buyers
George’s experience underscores the importance of thoroughly researching warranty policies, dealership reviews, and vehicle reliability before making a purchase. It also serves as a reminder to document any issues with your vehicle and stay informed about your rights under local Lemon Laws.
For automakers like GM, cases like this should be a wake-up call. While the 2.7L TurboMax engine has been praised for its power and efficiency, early reports of reliability issues can erode consumer confidence. Addressing these concerns proactively—whether through better quality control or more flexible replacement policies—would help rebuild trust.
What’s Been New in the 2024 Chevrolet Silverado 1500?
The 2024 Chevrolet Silverado 1500 arrives with a handful of updates that, while not groundbreaking, enhance the appeal of Chevy’s popular full-size pickup. Here’s a breakdown of what’s new this year:
- Fresh Paint Options: Chevy has introduced two new metallic paint colors—Lakeshore Blue and Slate Gray—giving buyers more customization options to suit their style.
- TurboMax Name for 2.7L Engine: The Silverado’s 310-horsepower 2.7-liter four-cylinder engine gets a new name: "TurboMax." While the engine remains unchanged, the branding highlights its robust performance for a smaller powerplant.
- Active Exhaust for 6.2L V-8 Models: Silverados equipped with the 420-hp 6.2-liter V-8 now come with an active exhaust system. This feature delivers a throatier, more aggressive engine note when you switch to Sport mode, adding a bit more personality to the driving experience.
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Expanded Appearance Packages:
- The Midnight Edition, previously exclusive to other trims, is now available on the luxurious High Country trim. This package adds blacked-out accents and wheels for a bold, stealthy look.
- The Blackout Appearance Package can now be added to Custom, Custom Trail Boss, RST, and LT Trail Boss trims, giving these models a sleeker, more aggressive aesthetic.
- Standard Tech Upgrades Across the Board: OnStar connectivity and wireless Apple CarPlay and Android Auto are now standard features on all Silverado trims, even the base Work Truck. This ensures that even the most budget-friendly models are equipped with modern tech for safety and convenience.
These updates may not constitute a radical redesign, but they bring meaningful enhancements that bolster the Silverado’s competitiveness in a crowded segment. With its refreshed options, improved standard tech, and attention to style, the 2024 Chevrolet Silverado 1500 continues to appeal to both work-focused and lifestyle-oriented buyers.
George’s story is a cautionary tale for anyone buying a new vehicle. His frustration is palpable, and his comment highlights a critical gap between customer expectations and dealership realities. While Heritage Chevrolet may have followed GM’s policies to the letter, this situation illustrates the need for a more empathetic approach to customer service—one that prioritizes trust and satisfaction over technicalities.
What do you think? Should dealerships have more flexibility to replace vehicles with major defects? Or is the repair-first approach justified? Let us know your thoughts in the comments below.
Armen Hareyan is the founder and the Editor in Chief of Torque News. He founded TorqueNews.com in 2010, which since then has been publishing expert news and analysis about the automotive industry. He can be reached at Torque News Twitter, Facebook, Linkedin, and Youtube. He has more than a decade of expertise in the automotive industry with a special interest in Tesla and electric vehicles.
Comments
What do you expect when a…
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What do you expect when a president in order to get union votes bails out a company with tax payer dollars that should have been left to sink or swim on its own? The tax payers still have a short fall of $10,000,000,000.
Auto/truck purchasers who go…
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Auto/truck purchasers who go through a dealership are paying a big premium. They are covering the cost of salesmen, dealership buildings and property taxes, maintenance, HVAC....The list goes on. In George's case, he didn't get customer advocacy in return for the extra cost. Personally I will never purchase from a dealership again. Even if I must travel cross country to get my vehicle. There value add of going through a dealership is just not worth it.
The dealer should replace…
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The dealer should replace the long block at the minimum . The 4 cyl engine does not belong in a truck .
Do not buy the trucks with…
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In reply to The dealer should replace… by Clark shull (not verified)
Do not buy the trucks with these tiny engines.In them. Next they will have a 1L. Three cylinder engine running eighty five pounds of boost ...To develop four hundred and fifty horsepower. It won't last very long, just like this.One did not last. Give me a v eight any day
The failed truck should be…
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In reply to Do not buy the trucks with… by Peter M Wilson (not verified)
The failed truck should be replaced with another new one, just for the resale of the defected one. No one wants to spend that kind of money and have issues of that kind. They should replace the vehicle or install a new engine period.
This sint Kohl's where you…
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This isnt Kohl's where you just get switched out a new truck, just like you were to buy a new home and the electrical box smoked. They fix it, you move on. He can take the loss and trade it in for new, but that's how it works. If the truck will "never be the same" that's because dealers hire for the least they can, pay flat-rate which is a scam for the employee trying to make money, and they get a half-assed repair. It's not the trucks fault. The truck will be fine. We just have a crybaby here. ALL vehicles are just MACHINES that may look pretty. Machines have faults. The MiniMax's are junk engines to begin with. Our fleet has them and they blow for no reason.
GM has had engine problems…
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GM has had engine problems for years, the dealers get sent these what I call baby engines and the salesmen are told to push these inferior trucks to get them off the lot. They talk these engines up to customer to get them off the lot. Facts are the gas mileage isn't any better than the 8 cylinders if you keep your foot off the floor with them. In the mountains of East Tennessee I average between 18 and 23 miles to the gallon with my 5.3, these little motors are a joke as far as I am concerned.
The dealership should have…
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The dealership should have replaced the whole engine.
Why buy a 4 cylinder full…
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Why buy a 4 cylinder full size truck? If I am going to buy a full size truck, I’m looking for a V8 or big V6. Not a I4 which is under powered for a full size truck. Unless you are buying a truck just to “fit in”.
If the engine is replaced,…
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If the engine is replaced, it will probably be a reman. At 95k, my 2019 siverado had a warranty engine replacement. Not a new engine, a reman. The warranty was extended 100k or 3 years. I took a 2500 mile round trip after I got it back. Drove it like I stole it. So far so good. The issue was/is the DFM. I bought one the afm/ dfm delete modules and it seems to run better. Buying the module and using it was the advice of the service department Mgr. If it gives me a problem again, it's gone. BTW, the dealership had my truck for 9-10 weeks.
If that problem was not…
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If that problem was not caught on the assembly line there is no telling what else is wrong, replace the whole truck or 100% refund. These trucks are supposed to last 100K miles, not 500
I had a similar experience…
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I had a similar experience with a 2024 GMC 3.0 DURA MAX. 639 miles when the engine failed I live in Indiana and filed a lemon law claim gm could not fix the truck and it took them 6 months to finally give back my money.
Had same problem with a 2015…
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Had same problem with a 2015 Silverado LTZ. Took about a month to repair (not too bad considering it happened during the pandemic). This was the third vehicle I purchased from Marty Feldman Chevrolet of Novi Michigan and at least they offered a loaner and kept me updated through the whole process. Customer service goes a long way in my book and that is what will bring me back to them when I purchase my next vehicle.
I think the finance agencies…
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I think the finance agencies should get involved. It can be difficult to impossible to get decent financing on a vehicle that known not to be mechanically sound. if the dealers and automakers were forced to add salvage to the title, for instance, in cases like this. It might force them to make changes.
What does he mean when he…
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What does he mean when he says two cylinders need to be replaced, and why does he think it'll never be the same ?? It would be interesting to understand what he is talking about. Does the truck have two bad coil packs, two bad wrist pins. Both reading and listening to the video makes me think troll. How does one have so little information about what's going on. How is a cylinder replaced. Sorry without proof I'm saying troll, and all you pro owners that think the government and Chevrolet needs to hand over a new truck can get together and protest. Please go cry in the Colorado River it'll help with drought
This entire story sounds…
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This entire story sounds like crock of sheet to me. The best
part is all the bleeding hearts that agree with the writer when they "Don't Have a Clue" as to what's going on.
The manufacturers trying to…
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The manufacturers trying to turbo charge these 4 cylinder Motors to produce horsepower ratings similar to a V8 or V6. The problems are many, these small engines work twice as hard. The Ford 4 cylinder ecoboost motors are having alot of issues and now chevy has joined. Give me a good Ole V8 and I'll take the little lower gas mpg over the 4 cylinder issuses.
GM having too many issues on…
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GM having too many issues on new vehicles while price is sky high unreasonable. Cutting corners to make big profits. Wouldn't buy any new Gm brand vehicle.
Correct me if I'm wrong, but…
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Correct me if I'm wrong, but isn't it the pistons that are being replaced? To replace a cylinder, the whole engine block would be replaced since all the cylinders are part of one casting.
This engine has cylinder…
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In reply to Correct me if I'm wrong, but… by Michael Noel (not verified)
This engine has cylinder sleeves in it that are replaceable.
Same thing happen to me…
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Same thing happen to me purchase a brand new GMC Canyon Delani interior door panels did not match, seats were not sown properly and dealer told me there was no parts in North America to fix these problems they were going to get a aftermarket upholstery firm to fix it, took back to the dealer with 800 miles on it loss $8000 when the dealer bought it back, I swore no more GM products for me and previously I had own 6 brand new full size GM P/U if GM can't stand behind their products it's a loss cause.
4 cylinder doesn't belong in…
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In reply to Same thing happen to me… by Claude Rocheleau (not verified)
4 cylinder doesn't belong in a full size truck period.. All these manufacturers are doing it. I would not buy a new truck from any brand. Stick with old school.
I am now retired I have…
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In reply to Same thing happen to me… by Claude Rocheleau (not verified)
I am now retired I have spent the last 40 years working on the UAW junk from Detroit GM has always been at the top of the junk pile
I bot a new Chevy truck (Z71…
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I bot a new Chevy truck (Z71) in Fresno CA. In 1998 on the way home about 200 miles to LA. I turn on the headlights and can't see very good they were so far out of adjustment I had to stop and buy a set of torx to adjust them next I'm looking at the floor and the carpet looks funny it was put in so after that I see my seat is in at an angle i called Fresno dealer so tells me to take it to a dealer near so i take it to Van Nuys they check it out told me they would not have accepted it if it was delivered to them in the first place there was other thing worng with too it had 1800 miles by now l told them i wanted a new truck or my money back I put $7500 down they gave me $7500 back
I had a brand new 2022 3500…
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I had a brand new 2022 3500 HD. I plugged in the block heater one night in my cold shop and parked another one in front of it when I got out of the other vehicle I heard crackling I went and looked and the truck was on fire I put it out called chevy they told me to drive it to a dealership 20 miles away IT WAS ON FIRE!!! They didn't care I got it there nothing for a month I sat with no new truck finally a lady called me and said they were going to fix it i asked what was wrong she told me chevy doesn't release investigation info so I'm driving a truck that was on fire and I don't know why thank you chevy
I had a similar mishap years…
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I had a similar mishap years ago. Mine was a Jeep that wouldn't go into 4 wheel drive. I went back to the dealer and had multiple calls about it. They told me it was not supposed to be sold that they knew the problem but it was on the showroom floor. I had to hire an attorney's and actually had to go to court over this. My attorney and the time involved was extremely costly. But it was the point of them selling it when they already knew the problem existed. I did it for the principle of not wanting to let them get away with it. In the end I gave it back and never bought another Jeep again.
Exactly why sworn off GMC…
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Exactly why sworn off GMC/Chevy. Had problem like this, instant it was drivable without issue selling or trade for something else. They are the one and only vehicle mfg yet I would refuse to buy ever again
Just my opinion, they should…
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Just my opinion, they should have replaced or brought back the truck and if not, a loaner until work was completed. It is very unfortunate in situations like this that dealerships offer any help. I could only imagine the anger he had with driving a new vehicle for 594 miles and having problems. I’ve had my share of issues with cars and dealerships but his takes the cake. Hope everything works out for him.
I understand how he feels. I…
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I understand how he feels. I have been fighting with General motors on my express 2500 Van. Since it had 7600 miles on it, I have the 8L90 transmission, which has been a nightmare. The valve bodies have been replaced. The transmission control module has been replaced each of those twice.They even put a new transmission in or so they told me. After the new transmission drove it about ten thousand miles and the same hard downshifting started to come into play. I took mine to a Maryland dealership. Many times Koons Chevrolet in White Marsh. Finally, after they had done all the above mentioned work and put a new transmission in. They said there was nothing else they could do. But the vehicle is still at this writing under warranty, so they said, don't worry about it. My question to them and to GM was, what good is a warranty if you can't repair the vehicle.
Koons Chevrolet has even gone so far as to tell GM and myself that they will no longer service my vehicle with anything that has to do with the transmission. I was told that's as good as it's going to get Period! when you slow down, come to a stop, it shifts with a hard thud...it's as if somebody's bumping you from behind like it has from day 1. 2 Valve Body's 2 TCM's 4 reprogramming and a new transmission 8L90 and still having the same problem.
I am a retired dealer…
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I am a retired dealer mechanic, after working for them for 45yrs. I am sae master tech / cct certified. I believe they should have given him the option to repair or replace the truck and no matter what he should have given him a rental free .
Pagination