We purchased our 2012 GMC Terrain brand new from Route 1 GMC in Woodbridge, VA. It was our hope that this vehicle purchase would be a sound investment for our family. I was pregnant with our beautiful baby girl at the time of the purchase. We assumed, based upon hours of research, that the Terrain would serve our transportation needs as well as provide us with the longevity of a dependable vehicle. We assumed that the vehicle would last well beyond the term of our vehicle loan. We assumed GM would provide us with the best in customer service. We assumed that if there were any issues along the way that GM would stand by their warranty and provide us with peace of mind by taking care of our needs.
As buyers, we accepted and carried out our roles in maintaining the vehicle through routine vehicle maintenance and appropriate driving habits. We had the vehicle serviced regularly by Route 1 GMC's service shop. The staff was extremely helpful and accommodating. When we moved to NC we continued to have the vehicle serviced regularly by a reputable Repair facility. This establishment always kept us abreast of vehicle diagnosis and preventive care for our truck. They are actually the ones who informed us of the major problems affecting the Terrain's performance.
It is safe to say that most of our assumptions were wrong. Currently, our 2012 Terrain needs a complete engine overhaul at 53,000 miles. We have two years remaining on the term of the loan and now we are faced with having to possibly pay for the engine to be rebuilt. When I took the vehicle to Hendricks AutoMall of Southpoint in Durham NC, I was confronted with sales pitches, various 'possibilities' and maybes for what could happen with our vehicle. I was even told that we would have to possibly pay for repairs to the engine and other vehicle malfunctions.
Let's ponder this for a second...we bought this vehicle brand new, are currently making payments on this low mileage vehicle and GM has the gall to tell us that we may have to pay thousands of dollars for the engine to be rebuilt because it may not be covered under warranty.... That was the last thing we expected to hear from GM. Our original salesperson offered condolences and next steps, which didn't yield any progress. Customer Care provided us with no definitive answers about how GM would take care of our transportation needs. The dealership pushed for us to trade in the vehicle and buy yet another GM vehicle. The dealership also gave us the run around concerning who would assume financial responsibility for this damaged vehicle. They also gave us an outlandish timeline for repairs to the vehicle and could not/would not offer a loaner vehicle because they hadn't officially determined the cause of the engine failure and timeline for repair. (I am currently without a vehicle and I have a full time job and a toddler to take/pick up from daycare) Even after a preliminary diagnosis was given (which validated the source of engine failure I had already informed them of with accompanying documentation) I was still told that GM 'may or may not' cover the cost of repair to the engine. My disdain does not lie with the Hendricks dealership specifically, but with GM as a whole for how they are training and requiring their dealerships to handle issues such as mine.
We are beyond upset and dissatisfied with the brand, company procedures and policies, quality of GM parts and products and general lack of transparency regarding GM mechanical issues which may or may not result in injury or loss of life. Our Terrain left my daughter, my mother in law and myself stranded for hours because it randomly cut off while I was driving it, not once but TWICE! There were no signs or prior warnings of engine failure. NONE of the indicators alerted me to possible engine failure. Thank God we were not on the highway or busy road when this occurred. WE COULD HAVE BEEN KILLED!!!!!!!!!!!!! That angers me and my family beyond measure!!!
This seems to be a common problem with GM vehicles because the dealership I entrusted with repairs to our truck has an excessive amount of vehicles in need of engine and transmission repair. It is hard for me to believe that GM is not aware of the sheer amount of vehicles being brought in for engine repair; complete overhauls to say the least.
The worse thing is this is the second vehicle in 3 months with the same problem. The dealership where we bought them says there is nothing wrong. Another dealership tried to fix the first one it was a 2012 Chevy Captiva. Both have a v6 motor and 6 speed transmission. one was made from leftover parts from Saturn vue and the other is not leftovers. we cant believe that Chevrolet and gmc would make a vehicle to do this. are we the only ones with this problem? if not what can we do to get it fixed?
- Donnie D.,
Dyersburg, TN, US
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A D V E R T I S E M E N T S
We purchased our 2012 GMC Terrain brand new from Route 1 GMC in Woodbridge, VA. It was our hope that this vehicle purchase would be a sound investment for our family. I was pregnant with our beautiful baby girl at the time of the purchase. We assumed, based upon hours of research, that the Terrain would serve our transportation needs as well as provide us with the longevity of a dependable vehicle. We assumed that the vehicle would last well beyond the term of our vehicle loan. We assumed GM would provide us with the best in customer service. We assumed that if there were any issues along the way that GM would stand by their warranty and provide us with peace of mind by taking care of our needs.
As buyers, we accepted and carried out our roles in maintaining the vehicle through routine vehicle maintenance and appropriate driving habits. We had the vehicle serviced regularly by Route 1 GMC's service shop. The staff was extremely helpful and accommodating. When we moved to NC we continued to have the vehicle serviced regularly by a reputable Repair facility. This establishment always kept us abreast of vehicle diagnosis and preventive care for our truck. They are actually the ones who informed us of the major problems affecting the Terrain's performance.
It is safe to say that most of our assumptions were wrong. Currently, our 2012 Terrain needs a complete engine overhaul at 53,000 miles. We have two years remaining on the term of the loan and now we are faced with having to possibly pay for the engine to be rebuilt. When I took the vehicle to Hendricks AutoMall of Southpoint in Durham NC, I was confronted with sales pitches, various 'possibilities' and maybes for what could happen with our vehicle. I was even told that we would have to possibly pay for repairs to the engine and other vehicle malfunctions.
Let's ponder this for a second...we bought this vehicle brand new, are currently making payments on this low mileage vehicle and GM has the gall to tell us that we may have to pay thousands of dollars for the engine to be rebuilt because it may not be covered under warranty.... That was the last thing we expected to hear from GM. Our original salesperson offered condolences and next steps, which didn't yield any progress. Customer Care provided us with no definitive answers about how GM would take care of our transportation needs. The dealership pushed for us to trade in the vehicle and buy yet another GM vehicle. The dealership also gave us the run around concerning who would assume financial responsibility for this damaged vehicle. They also gave us an outlandish timeline for repairs to the vehicle and could not/would not offer a loaner vehicle because they hadn't officially determined the cause of the engine failure and timeline for repair. (I am currently without a vehicle and I have a full time job and a toddler to take/pick up from daycare) Even after a preliminary diagnosis was given (which validated the source of engine failure I had already informed them of with accompanying documentation) I was still told that GM 'may or may not' cover the cost of repair to the engine. My disdain does not lie with the Hendricks dealership specifically, but with GM as a whole for how they are training and requiring their dealerships to handle issues such as mine.
We are beyond upset and dissatisfied with the brand, company procedures and policies, quality of GM parts and products and general lack of transparency regarding GM mechanical issues which may or may not result in injury or loss of life. Our Terrain left my daughter, my mother in law and myself stranded for hours because it randomly cut off while I was driving it, not once but TWICE! There were no signs or prior warnings of engine failure. NONE of the indicators alerted me to possible engine failure. Thank God we were not on the highway or busy road when this occurred. WE COULD HAVE BEEN KILLED!!!!!!!!!!!!! That angers me and my family beyond measure!!!
This seems to be a common problem with GM vehicles because the dealership I entrusted with repairs to our truck has an excessive amount of vehicles in need of engine and transmission repair. It is hard for me to believe that GM is not aware of the sheer amount of vehicles being brought in for engine repair; complete overhauls to say the least.
- madashell12, Durham, NC, US