My GMC Sierra EV Broke Down on the Drive Home 13 Weeks Ago, GM Scrapped It But Internal Communication Failures Have Me Still Making Payments

There is a certain expectation that comes with buying an electric flagship truck. Reliability, confidence, and strong manufacturer support are supposed to be part of the package, especially when the vehicle represents the future of a brand. That expectation collapses quickly though when a truck does not even make it home from the dealership. For one GMC Sierra EV owner, that collapse turned into a 13-week ordeal that raises uncomfortable questions about buybacks, financing, and what happens when internal communication breaks down. Spencer Terry shared his experience in the GMC Sierra EV Group on Facebook after weeks of frustration and stalled progress. His story begins with a moment no new car buyer expects to experience.

"I’m curious what the group thinks about this situation. My Sierra EV broke down on the DRIVE HOME from the dealership 13 weeks ago…

I’ve been driving a tiny 4-cylinder GMC Terrain that smells like reefer… My GMC Sierra has since been scrapped as they couldn’t fix it and to this day, I still have no truck. GM just informed me that my 3rd payment is due. Has anyone else run into this and have to keep making payments?

Am I the only one who thinks this is insane? I’m paying for a vehicle that essentially no longer exists… The way the EV concierge and GM financial communicate is baffling to me (there is no communication). Each side blames the other. This process has been incredibly eye-opening regarding GM and how they treat their customers.

Ironically, I had a very different experience when my Ford Expedition needed a transmission (far better). BBB complaint and lemon law already filed."

Paying for a Vehicle That No Longer Exists

What resonates most with readers is not just that the Sierra EV failed, but that the financial obligation continues. GM Financial has informed Spencer that his third payment is due despite the truck being scrapped and unavailable.

From the owner’s perspective, the situation feels surreal. GM has acknowledged that the vehicle cannot be repaired, yet the loan remains active. Payments must continue to avoid credit damage, even though there is no truck in his driveway. This disconnect highlights how financing systems often operate independently of service and warranty decisions.

One of the most frustrating elements of Spencer’s experience is the lack of coordination between departments. According to him, the EV Concierge and GM Financial each point to the other as the source of delay. There is no clear owner of the problem and no unified timeline for resolution. This matters because time is not neutral in these cases. Each passing month means another payment, more time in a rental, and more uncertainty. When internal communication stalls, the burden shifts entirely to the customer.

Complaints Become Necessary

While waiting for a resolution, Spencer has been placed in a rental GMC Terrain. On paper, it keeps him mobile. In reality, it feels like a constant reminder of what went wrong. The Terrain does not replace the utility, comfort, or capability of a full-size electric pickup, especially one purchased with specific expectations around performance and technology. Long-term rentals are often presented as a solution, but they can quietly enable delays. As long as transportation is technically provided, urgency fades.

After weeks without meaningful progress, Spencer escalated the situation by filing both a Better Business Bureau complaint and a lemon law claim. These are not impulsive steps. They are typically taken when trust has eroded and informal channels no longer work. Lemon law processes vary by state, but they are designed for situations exactly like this. A manufacturer that cannot repair a vehicle within a reasonable timeframe must offer a buyback or replacement. Even so, the process can move slowly when multiple departments are involved.

One of the most telling lines in Spencer’s post is his comparison to a past experience with a Ford Expedition. When that vehicle needed a transmission, the process was smoother and far less stressful. This comparison reframes the story because mechanical failures happen across all brands. What separates a tolerable experience from a damaging one is communication, transparency, and speed. In Spencer’s case, that difference was impossible to ignore.

Sierra EV Owners Describe Different Experiences 

As Spencer’s post gained traction, other owners chimed in with their own experiences. Some echoed frustration, while others offered a very different perspective.

Jim Hahn commented, "I have had GM vehicles, but never again. Their customer service has to be near the bottom. They are a miserable company." His reaction reflects how a single unresolved issue can permanently change brand perception.

At the same time, other owners stressed that Spencer’s experience is not universal, pointing to long-term satisfaction stories such as one owner who said the GMC Sierra EV Denali was by far the best vehicle purchase decision they had made. Robert Michael shared his own perspective: "I have 12k miles on mine and not one issue. As data comes in for warranty issues and repairs, many critics are now saying the 2025 Sierra EV Denali Max Range is the best vehicle GM has ever made. Not the best EV, not the best truck, but the best vehicle ever. I would agree."

Stories like Robert’s align with broader owner reports highlighting how the Sierra EV has performed reliably in demanding conditions, including detailed accounts of how the truck had no issues during winter storms and confidently handled 8 to 10 inches of snow. These experiences show that the underlying product can be excellent when things go right.

Towing, Capability, and Why Buyers Chose the Sierra EV

Many Sierra EV buyers chose the truck after cross-shopping gas pickups. Instant torque, smooth power delivery, and advanced driver assistance features make a strong case. Some owners who were initially hesitant to move away from trucks like Ram ultimately found that the Sierra EV’s instant torque, towing capability, and Super Cruise delivered a better daily experience.

Others worried specifically about towing, especially boat owners who rely on consistent low-end power, a concern echoed by drivers who shared how they were impressed after towing a boat with the 2026 GMC Sierra EV.

The Reality of Financing During Buybacks

Kristyl Addison, another commenter, offered an important reminder grounded in experience.

"Yep. Gotta keep paying those payments until the paperwork ending your financial obligation is signed. I did a buyback on my Hummer EV last year and made 3 payments but was reimbursed. Don’t screw up your credit."

Her comment underscores a harsh reality. Continuing payments often protects the buyer’s credit even when the situation feels unfair. Reimbursement may come later, but missed payments can leave lasting damage.

What stands out most to me in Spencer’s story is not the failure of the truck itself, but the failure of systems around it. EVs represent a major shift in technology and ownership expectations. Buyers are being asked to trust manufacturers not just with new drivetrains, but with new service models and support structures.

When those structures fail to communicate internally, the customer pays the price. Not just financially but emotionally. Trust erodes quickly when accountability disappears, and that's why this story is a reminder that innovation must be matched with equally strong customer support.

Key Takeaways for Readers

• Mechanical failures can happen to any vehicle, but resolution speed and communication define the ownership experience.
• Financing obligations often continue until buyback paperwork is finalized, even if a vehicle is scrapped.
• Internal coordination matters, especially when service, warranty, and financing intersect.
• Owner experiences vary widely, making it important to evaluate both vehicle performance and manufacturer support before buying.

What About You?

Have you ever been caught in a situation where you were still making payments on a vehicle that was declared unfixable or bought back?

And if you were considering an electric truck, how much weight would you place on customer support and buyback policies after reading a story like this?

Don't hesitate to let me know what you think in the comments below. 

Aram Krajekian is a young automotive journalist bringing a fresh perspective to his coverage of the evolving automotive landscape. Follow Aram on X and LinkedIn for daily news coverage about cars.

Image Sources: The “GMC Sierra EV Group” public Facebook group and GMC’s gallery, respectively.