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Hello, new to the forum....looking for any advice here.
Mid July we purchased a 2010 1LT Cardinal Red Equinox (a few extra features) with our GM discount through my dad (they don't give much anymore, but we were happy with the discount.) We had a lease to turn in early (had to do it by Aug 2nd) Since the Nox wasn't even manufactured yet, it was going to be close on the arrival date. We received a call from the dealer on July 26th that the Nox was in transit and they hoped to have it by the weekend. That thursday I received a 'good news/bad news call. Bad news 'your vehicle arrived but it was sold and delivered to someone else!' Good news 'We found you another one in MD (we are in OH) and we will truck it in. It should be here some time early Aug. It has some extras on it that you did not order' ( Like What ).....The cargo package and Chrome package'. I told our salesperson, I really didn't want the cargo package, but it might be nice to have the cross bars on top in case we ever do get a pod. Didn't care for the cargo net or screen. I told him that my husband would probably like the chrome package, but I had no interest in it and didn't want to pay the 500 or so extra for that option. I was told that the chrome was put on at the dealership (they add chrome to all of their Equinox when they arrive at the dealership) and that it could be easily removed. I was also told it was a $900 option. I didn't want to pay the extra money but was concerned how they were going to remove everything. I had no picture of this vehicle and trusted what I was being told.

Meanwhile, my lease has to be turned in on Monday the 2nd of Aug. I was assured that the new Nox would arrive at the Ohio dealership by Sat and they would fit it with my trailer hitch, which I order to use with my bike rack and they would remove the trim. The more I researched the chrome trim, I started to panic and what they would have to do to the Nox to get it all off. I was assured it wouldn't take very long.

Next call, 'your lease is due monday, the new Nox won't be in till Monday PM!' After many phone calls we worked out that I would take off a few hours of work monday am, drive with my husband to the dealership, sign papers, get a rental that the dealership would pay for and hopefully have the new Nox by tues (8/3). After over 2 hours at the dealership, we were told 'We are not going to charge you for the cargo package' I took that as meaning, you can keep the cargo package for your trouble. Not much of a 'gift' for us considering I wouldn't even use the two inside pieces but it seemed like they were trying to make things right. Also, the Chrome package was added on after the MD dealership received it so it is not even on the dealer invoice for the Nox. Since I had the day off of work on tues, I called to check on the vehicle. After no return phone calls I called the service dept at 1pm to see if they had my vehicle! They were installing the hitch, but didn't have the parts to replace the Chrome. They would have to be 1)ordered!!!! 2) primed!!!!! 3) PAINTED!!!!! By this time I was ready to scream and my sales person called me to apologize once again! I didn't know how much more of this I could take. They already had my Van! At this point, if I cancel the tranaction, they win. They can sell the Nox in a matter of minutes! I finally order the vehicle I really think I would be very happy with and they have turned it into a total FIASCO!! When I talk to the managers and asked them how much are they really saving on this chrome package when they have to pay someone to do all this work, they just give me a dumb look. They give me a lame apology and no real explanation. To add more of an insult. I find out that it isn't even a compete chrome package!!!! Just mirrors, door handles and the back plate!! Probably a $400 - 500 option!!!! All this labor and wasted time for that?! It is costing them more to take the trim off then to keep it on. Not to mention the time and money I have wasted!

I picked the Nox up last night. It is a beautiful vehicle, hard to be happy with it right now as I have to return to the dealership to have them dismantle my doors so they can remove their precious 'gold' I mean chrome plastic trim! To really tick me off, while I was at the dealership, I opened the back door to look inside and the sales person said 'OH they were suppose to remove these' and he takes the net and the screen out (scratching my interior!). When I commented 'you said you weren't going to charge us for that, we thought you were going to throw it in' I was told, sorry, you didn't pay for this!!!

I am going to the BBB with this and wanted to know your input. Am I over reacting? I can't believe they would go through all this trouble and money and treat us like crap in the meantime! My husband called our sales person today and we were told another story........Since we got the GM discount we are not able to have any more incentives thrown in! I would have been better off saying screw the $1100 discount and worked out my own deal. I would have received a better deal on the Nox! Was it really worth it to this dealership to not only lose our family as a customer but all of my coworkers and friends? BRING ON THE SURVEY!!

P.S. Later found out that they sold and delivered three Equinox that were already SOLD!!!
 

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This is cocerning and the way you've described it sounds like "game playing". When I was purchasing my Terrain, I was told by the dealership they would not honor the supplier discount because the vehicle was too popular and they could sell it without the discount. They were right of course and ended up offering to discount the vehicle by about $500 instead. The supplier discount is "marketed" to us at our company as an "employee benefit" but only if the dealership feels like doing it I guess. I involved GM customer service with this concern and they offered to speak to the dealership on my behalf and get back to me, but I never heard from them again. I ended up taking the deal because Terrains are hard to find (especially with the options I wanted) and they would have sold it in a flash otherwise. I am happy with the vehicle and okay with the overall value of what I got either way, but I have to say that part of the experience doesn't sit well with me.

I would keep pressing your concerns with the dealer and GM if I were you and be sure to keep us all posted on how it plays out! It's how companies handle just these types of situations that, to me, proves their worth.
 

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sounds like a crappy dealership....nothing new....complain to corporate, and move on.....you have your nox.....
 

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I hope you'll post the name of the dealership that did this to you so that other people who read in the future may avoid doing business with them.
 

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They sold your sold order? That is absolutely INEXCUSABLE.

I would be making heads roll if I were you. Sorry you had to go through that...
 

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You should have walked away from that. Taking back the cargo cover etc. was very bad business. Their cost is around $70. They must have all the business they can handle. I would never take it there for service. Sorry to hear about your mishaps. Keep us posted.
 

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patobriensuks said:
That thursday I received a 'good news/bad news call. Bad news 'your vehicle arrived but it was sold and delivered to someone else!'
Without reading any further this fact puts up a major red flag!

No respectable dealership would sell a customer's factory ordered vehicle whether or not they could get more for it. At least that's the way it is around here.

Without a doubt I would be telling them to stuff it and find another dealership. Preferably in a small town where you know people.

JMO.
 

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Yea, i would mention the dealership name, maybe go to the google/yahoo review and mention this horrible experience. When i bought my nox, on dealership wanted to play games to get their best price, while i went to another and they were straight forward, honest and very nice. Let em have it in that survey!
 

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What a lousy dealer. They are not only unethical, they are inept.
 

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gar187er said:
sounds like a crappy dealership....nothing new....complain to corporate, and move on.....you have your nox.....
Yep, exactly. A bad dealership can ruin the excitement of a new vehicle..
 

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NoobNox said:
Yep, exactly. A bad dealership can ruin the excitement of a new vehicle..
Could not agree more. When I was originally looking for our Terrain, two bad experiences at local Montreal dealers put up red flags and I ended up going to a small town in Ontario to buy mine. What a difference a dealer can make.
 

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This situation is exactly why we have a middle finger!!!
 
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