Customer Service Review - Mark Porter Chevrolet, Ashland, KY Subject: Service Department Experience - 2024 GMC 2500 AT4X HD Diesel Reviewer: Kevin Grayson Date of Experience: December 2023 - July 2025 I am writing to share my recent experience with the Service Department at Mark Porter Chevrolet in Ashland, KY regarding my 2024 GMC 2500 AT4X HD Diesel. I purchased the vehicle new in December 2023, and within the first week, it began experiencing both mechanical and electrical issues. Over the course of the next several months, the vehicle was brought in for service a total of 17 times with no definitive diagnosis, despite consistent concerns regarding loss of power and significantly reduced fuel mileage compared to my previous 2021 model with the same engine and transmission configuration. The turning point came when the service team finally inspected the fuel system and discovered a failed Denso fuel pump, which had deposited metal shavings into the fuel filter, along with a malfunctioning ECM module. While I appreciated that the root cause was finally identified, the subsequent handling of the repair process was extremely disappointing. I dropped the truck off on June 7, 2025, at 8:00 a.m., and for over 10 days, I received no communication--despite multiple phone calls, texts, and voicemails. It wasn't until I contacted Justin, the General Manager, on June 17th that a rental vehicle was arranged. On June 19th, I finally received a text from Dennis in the service department stating the parts had arrived and that my truck should be ready by the following Tuesday or Wednesday. Unfortunately, those dates passed without any updates, returned calls, or responses from Dennis or the service team. I began following up daily, only to be told that the service advisor was on vacation, the technician was unavailable, or that parts were still missing--despite written confirmation that the parts had been received. These excuses continued well into July, even as I left for a scheduled vacation of my own without access to my vehicle. On July 9th, after escalating the matter once again to Justin and speaking with Josh, the Service Manager, I was finally able to retrieve my truck--more than a month after it was initially dropped off. What is most concerning is the consistent lack of communication, accountability, and transparency throughout this process. I was even told by Dennis that part of the delay was due to me "talking to too many people" while trying to locate my own truck and get updates. Blame was passed repeatedly--from the mechanic, to the parts department, to the internal computer system--rather than anyone taking ownership of the delay. As a consumer, I do not purchase a new vehicle to have it sit at a dealership for over 30 days, especially not without proactive communication or customer service. The mechanical issue may have originated with the manufacturer, but the poor logistics and unprofessional handling of the repair are squarely on the shoulders of the service team at Mark Porter Chevrolet. While I am relieved to have my truck back, I cannot recommend this service department based on my experience. I strongly urge management to address internal communication workflows and staff accountability in order to avoid putting future customers through the same frustrating ordeal. read more

We had some body work done and after we got it home the window stopped working. I made an appointment they got us in really fast and fixed the issue very fast and even checked my tires for me. Wonderful customer service and I would come to them again for work to be done. Staff was very courteous and helpful and I very much appreciated them. read more