EDIT: Below there is an explanation from the dealer on the situation. I needed transportation ASAP to get to work so I went with enterprise since I couldn't wait any longer to hear back about the loaner. After talking with the service manager I fully believe there was an issue with the distribution chain that wasn't their fault, and I admit to jumping the gun with this post. Once I spoke with him I calmed down and had some clarity about the situation. I couldn't remove the post entirely so I have edited out the initial portion to show my change of opinion. I would like to apologize for being a hot head.


[We are locking this thread due to the response by the business and the edit by the OP. -Staff]

Yes, they're really inept. Sales has gone down the tubes, too. Went there a few months ago looking for a specific truck configuration, emailed them the parameters and set an appointment. No one had a clue about my specific request and even said that GM did not make a truck in that configuration. Total waste of 3hrs of my life.

Bought the exact truck configuration, off the lot, two weeks later.

Not a fan of them. Had a much better experience at Caldwell Country when buying my last truck and that is where we will go first when my wife needs a new vehicle.

About 5 or 6 years ago, the service manager got on to me for bringing my truck in for repairs with only 500 miles left on the warranty. Told him that it didn't matter if there was one mile left, it was still under warranty.

Have you talked to Sterling GMC to see if they could get the part quicker? I've had really great experiences with them and their staff.

My one and only experience with Tom Light was in 2015. I was trying to decide between a new Silverado and F150. They weren't willing to come off the sticker at all. We sat down to talk numbers at the table and the swarmy sales guy just didn't give two you know whats. Maybe he thought because I was in my mid 20's at the time he thought I couldn't afford the truck, even though I have a great and well payed job. Nonetheless, I bought a brand new new F150 with more options the next week for a better price.

I always grew up liking GM and hating Ford, but the recent years have changed that (not due to Tom Light).

Whatever your loyalty may be, it doesn't matter in this scenario. If I wanted a Chevy, I would not go to Tom Light.

They diagnosed the problem and dropped the fuel tank the day I took it in so I figured it couldn't take too long. At this point I don't want to have them slap it back on there and drive somewhere else, I'm too in deep.

Will definitely try Sterling the next time I need something done.

Dreadful to deal with. I went in over a month ago for paint peeling on truck. 2017 Silverado. Finally got the part ordered and painted 2 days ago. Never heard from them after initial visit to look at truck. Took me calling 2 times a day for 2 weeks straight including several emails to general manager to get a call back on issue.

I remember a flyer posted on a bulletin board in Blocker 30 years ago. It contained the same complaints about Tom Light that are in this thread.

Wanted to buy a part from them a while back. Sent them an email asking price and availability and they never replied, even after repeated attempts. They don't seem to need/want business.

PWestAg18,

I completely understand the frustration and inconvenience the situation has caused you and as I stated when we spoke this morning 08/01/2019, we are doing everything possible to remedy the situation as fast as possible to get you safely back into your vehicle. That being said, I do think that it's in the interest of fairness to completely update the details of the situation. The fuel pump is on back order, why I can neither understand nor explain. Yes, even though the part is currently unavailable from GM, there are dealers that have the part in stock. However, we can not force another dealer to sell us the part. We contacted GM for assistance in this matter and while waiting for a response, I personally started calling aftermarket parts stores, specifically Napa & O'reillys (not Auto Zone due to negative experience with their parts). I was told by Napa that they could order a Delphi brand fuel pump but the manufacturer had none in stock with no estimated date of availability. O'reilly's, however, had one in a store in Selma, TX. and could get it to me in 3-5 days at which point I instructed the service advisor to call you with an update and provide you with the option of using an aftermarket part, to which you declined. Related to the refusal of giving a loaner vehicle it was explained that we could not provide one indefinitely, as in not knowing when the back ordered part would arrive, however once we confirmed the availability of the aftermarket option we did offer a loaner, to which you also declined stating that you would go to Enterprise which is your right to choose; that conversation took place around noon 07/31/2019 approximately 5 hours before this post was written. When we received the information this morning 08/01/2019 that Gm had successfully located a fuel pump for us the advisor called to update you and in response you stated that you wanted to speak with me and hung up. I called and we had a pleasant conversation about the situation, how this type of situation can occur, what is going on behind the scenes to find a solution and how we now have a remedy. Unfortunately we (you & I) did not speak about the loaner this morning but I would be happy to assist you now that we know the time frame to complete the repair. Yes, it would have been your right to "limp the truck to Houston" but, with an active fuel leak that would have been highly unsafe. That being said, we are not perfect and we could have been better at communicating in more detail earlier in the process and for that I apologize. We have recently had a management change in the service dept. and there are many things that I am trying to address and correct but I can't fix what I don't know is broken so, please do not hesitate to call me if there are any concerns. 979-776-7000

Sincerely,
Kevin Evans
Service Manager
Tom Light Chevrolet

mikemack12,

This situation recently came to my attention. There is absolutely no excuse for how we dropped the ball on this and for that I sincerely apologize.

Kevin Evans
Service Manager
Tom Light Chevrolet

I have edited the initial post to reflect your response. I apologize for being a jackass. I guess a little more communication earlier on in the situation would've kept me from getting angry, but I also shouldn't have acted so quickly.

I appreciated your phone call and response

I have had great luck with Cole in service.

I gave up on them a long time ago. After multiple service issues, I told myself I'd never take my vehicles back to them. The last straw was a downright refusal to do legitimate warranty work and a sideways comment from a service manager saying "I am not going to tie up my service bays with petty warranty work when we have more than enough paying customers waiting for service". So I took the truck to Houston and had it all done in one day without any complaints from them. Now we always make the short drive and buy our vehicles from Houston/Katy.

They used to tell people that if they didn't buy there don't bother bringing the vehicle in for service.
Sterling has no problem working on anything GM regardless of where you purchased it.

The way they treat customers come from the top down.

I have bought a dozen or so vehicles from Tom Light and we have purchased all of our fleet vehicles from them. No issues. Our experience has been great. Probably upward of 30 vehicles total.

Why are fuel pumps in such short supply?