"Terrible, shady, waste of time experience. "
I wish I could give zero stars, but I'll have to settle for one. I bought my 2010 Equinox from Gorruds in June of 2015. I was set on a BLUE Equinox and was very pleased when I found a used in (seemingly) good condition at Gorruds. I booked a test drive (which consisted of 3 turns that were all left hand... this comes into play later) and all went well, so I talked with the sales rep (Ryan) afterwards.
I was still iffy on if I wanted to purchase a car, as it's a large amount of money to spend. Ryan kept saying things like 'Well you better act quick, you never know when someone else will come and buy it', etc. I wasn't too worried as the car had been there for awhile, but he did mention that if I was interested, I could put down a $500 security deposit so no one else would buy it. I had two other people in the meeting with me, and they both heard the exact same thing. He encouraged me to do so RIGHT THEN, but I still wanted to think on it and meet with the financial advisor to see how much the payments would be, what I was approved for, etc. I wasn't going to just buy it right then and there (obviously).
I met with the financial advisor and on the same day, Ryan had me pay WHAT HE CALLED a $500 security deposit to ensure that it was on hold. As I had never bought a car from a dealership before, I didn't know if this was regular practice or not- seemed pretty normal to me. After meeting with the advisor, I still wanted to take some time to think about it, call my insurance to get a quote, and make sure it was a vehicle I could afford. I was then informed that the $500 'security deposit' I paid was actually considered a down payment on the car, and if I had signed the paper Ryan was trying to get me to sign (I hadn't yet), I would have signed the bill of sale and agreed to buy the car. Except I hadn't.
All of this should have been a red flag, but as I said, it was my first car purchase that was through a dealership. I was a little putt off by it, but I had my heart set on a blue equinox, so after a few days, I decided to purchase it. I got the car on Tuesday, June 30th and by Saturday, July 3rd, I noticed a huge problem with the car.
When backing up (especially up a hill) there was no power to the car and it acted like it barely wanted to move. When turning right (note how I only had left turns in the test drive), it made a horrid crunching sound and turned at a much slower rate than driving (which felt VERY dangerous when trying to turn during rush hour traffic. It would just putter along).
Since it came with 30-day bumper to bumper warranty, I called on Monday, July 6 (less than a week after purchasing the car) for a service appointment. The earliest they could get me in was Saturday at 11am (unknown to me, they closed at noon on Saturdays). I took my car in Saturday morning and waited, waited, and waited some more-about half an hour to forty five minutes, until they told me to go home because they weren't going to get to my car before they closed. They booked me another appointment for Tuesday night.
I went and I waited, and waited, and waited- an hour and a half. They told me that it was one of three problems, but they needed to order the first part in- which could take a few days to a week. If that didn't fix it, they'd try again.
I got a call two days later saying that they now needed to take the car to GM for them to have a look at it, because Gorrud's actually had no idea what was wrong with it (despite the fact that they told me what their solution was going to be). They would take it in Wednesday (July 22nd, two weeks after my first call) and did not know when it would be returned, but could not offer me a rental vehicle BECAUSE they didn't know how long it would be. As I work out of town, they had no options for customer shuttle to work and I was left without a vehicle to 'figure it out on my own'.
So I dropped it off at the dealer Wednesday and found a ride. I was told I'd have a call from them Thursday morning with more information. I waited, and waited, and waited- until I called twice in the afternoon and finally got through. They still didn't know what the problem was, so now they would offer me a rental car- a minivan, is what they were going to provide me. I asked for something different, and was given an Elentra (wouldn't recomend that car to anyone, but that's a whole different topic) that sounded like a sports car when driving and was not a nice drive.
I called a few more times before getting through Friday to ask if they knew what the issue was. They did! And they were ordering the part that would come in on Monday. It didn't fix it. So they ordered another, it would be here on Tuesday. It didn't fix it, so they tried one more- it fixed it! But in the process, another peice of the car (in their words) 'disingratiated' and fell right off, so they had to order a new one of THOSE and wait for it to come in. It was over a week before I got my car back.
When I called to discuss the TERRIBLE service I encountered (not calling when they said, took forever to get through, not knowing answers, etc.) and how absurd it was that they 'didn't know' about this problem before it was sold (seriously, there's NO WAY they drove that car at all without noticing it. It was very noticable when backing up or with right hand turns but like I said, my test drive was all left hand turns... Probably because they knew about the problem and couldn't be bothered to fix it/didn't know how), the response of the President/Owner was that it was MY FAULT it took so long to be fixed.
It was MY FAULT that the soonest appointment I got was a Saturday an hour before closing, MY FAULT that I worked out of town and had no vehicle, basically, MY FAULT for buying the car. To be fair, it is fixed now- thanks to GM, no thanks to Gorruds. I picked up my car (FINALLY) on the 28th, almost a month after I orginally called about the issue. They claimed to have given a 'complimentary interior wash' which resulted in saw dust all over my trunk, water droplets all over the interior of my windshield, and a disgusting smell left behind. I know it was 'complimentary' and I should be 'grateful', but if that is how they 'clean a car'- I'd rather they have just left it alone.
Overall, NEVER will I get another vehicle from Gorruds. The sales people are shady, the service centre is useless, and the president/owner is flat out rude. I kept getting the response 'We've been in business for 55 years, so we know best, blah blah..' Obviously not. You have had MY BUSINESS for all of a month, and have given me zero reason to believe you are a decent company. I will not be servicing my car at gorruds (even when it's offered free with auto rewards) nor will I reccomend any one else buy a car there- I will do exactly the opposite.
Learn from my mistakes- do not, under any circumstances, buy from Gorruds. It is a waste of your time and money. Unless of course, you like to be left without a car less than a month after buying it.