Sam Boswell and GMC Customer Service Be Better!

I am normally someone who leaves nothing but positive reviews. I believe in giving recognition when people do things the right way and showing appreciation for great customer service. Unfortunately, this experience deserves the opposite. I don't enjoy writing negative reviews, but I also believe people should know how they're going to be treated after spending over $100,000 on a truck..

I bought a 2024 GMC Sierra 2500HD Denali, and with less than 51,000 miles, the fuel pump failed. Before having the truck towed to the dealership, I called GMC Customer Assistance and specifically asked if the fuel pump would be covered under warranty. I was told yes.

After paying extra to have the truck towed to Sam Boswell because it is next door to my house, I was suddenly told it was not covered because the failure involved a Fuel Pump Module, which they classified under the limited emissions warranty that had just expired. Yet GM's own warranty information lists the engine-mounted high-pressure fuel pump as a covered powertrain component. Somehow, because the word "module" is involved, the answer completely changes.

Instead of standing behind a truck that's barely two years old, has been properly maintained, and has fewer than 51,000 miles, the dealership looked for the narrowest possible interpretation of the warranty to avoid covering the repair.

We've been loyal GMC customers for years. Our vehicles are serviced regularly, and there is simply no reasonable expectation that a major fuel system component should fail this early and leave the customer paying the bill.

What disappointed me the most wasn't even the warranty decision—it was the lack of customer service. The service manager "Rich Charland" showed virtually no empathy and made it seem like this was just another inconvenience to get through. There was no effort to advocate for the customer, explore goodwill assistance, or even make me feel like my business mattered.

When you spend six figures on a truck, you expect the product to be reliable and the manufacturer and dealership to stand behind it when something goes wrong. That didn't happen here.

This experience has cost GMC a loyal customer. I won't be buying another GMC, and I certainly won't recommend Sam Boswell to friends or family. If zero stars were an option, that's what this experience would deserve.