Dealer 2-Year Rating

Overall Rating

2.3 / 5
Customer Service
2.3  
Friendliness
2.7  
Overall Experience
2.3  
Price
2  
Quality of Work
2  
Service
2.8  

Dealer Reviews

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Overall Rating

1.2  

1   Customer Service
2   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Lies from the onset

By Stephanie on 10/13/2017 at 2:18 PM. Helped by Unknown.

I originally called in to inquire about the price of a Subaru Outback. The salesman I spoke with gave me a what-seemed-reasonable price based on my online research. However, when I went in to test drive the vehicle, and began the negotiation process, the listed price was $2,000 more than what I was told on the phone. Now, the funny thing is, THIS IS THE SECOND TIME THIS HAPPENED TO ME AT THIS DEALERSHIP. I had purchased an Outback in 2016, and at first I passed it off as human stupidity, but once lightning struck twice, I knew this one was of their sales tactics. I ended up buying my new Outback from My Auto Import Group in Muskegon Michigan. What a great experience!!!

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Great at sweeping under rugs!

By Godzira92 on 8/8/2017 at 7:53 PM. Helped by Matt.

Refuse to take the steps required to properly diagnose and fix a problem. Dont waste your valuable warranty time by going here. If they arent smart enough to figure out the problem they just wont fix it. Factory warranty is worthless with these techs!

I would not recommend this dealer.

Overall Rating

4.6  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
4   Quality of Work

Management makes it right

By Jventuri on 5/31/2017 at 3:20 PM. Helped by Nate.

I was charged $111 for three wiper blades. When I asked to speak to a manager I was told no. I will not be returning. UPDATE I was contacted by management the next day. They assured me that the overcharge was an honest mistake. They not only reimbursed the cost of the entire service charge but also offered another free service. They also took action to retrain the associate. The management obviously cares greatly and if there is ever a concern in the future I will insist on speaking with them because I believe they will do their best to make it right.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Overall Experience
1   Price

Gurley Leep Deceptive Practices

By Disgusted on 5/18/2016 at 3:02 AM. Helped by Movie Welch and Austin Loy.

Gurley Leep will add 299.00 plus tax for theft prevention which you can deny. They still added it to my bill unbeknownst to me. I will never deal with them on a new car again. Love the car, but they are essentially shysters.

I would not recommend this dealer.

Overall Rating

1.2  

1   Customer Service
2   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Unpleasant experience in shopping for new car

By SueCarBuyer on 3/30/2016 at 6:51 PM. Helped by Joseph Cruz.

I test drove a Subaru Outback at Gurley Leep. The salesman, who has now left the firm, was pleasant but not completely knowledgeable about the Outback. As I was leaving soon for a trip, I made it clear that I was not purchasing until April. The salesman said that the sales manager wanted to talk to me but after he returned and no one showed up after 5 minutes; I asked if the manager was coming and the salesman then told me the manager was too busy. Okay.... I did return with my husband to make sure that the legroom in the Outback was adequate. At this second visit, the salesman offered to sell me the car on the lot (it did have the color & features I wanted) but to hold it on a down payment until I could return in April to complete the sale. He returned with the news that I had to pay in full for the car and provided a totally unacceptable quote. The price included extras (e.g the VIN etching at a several hundred dollar cost was "mandatory", the cargo net was included (I specifically did NOT want much less pay extra for it) along with numerous other extras) plus nothing off the MSRP. It came in higher by hundreds of dollars than was reasonable. Also, he could not let me take the quote. I left fairly disgusted with the process. I also checked with my insurance agent- the VIN etchings do NOT result in an insurance reduction and are NOT required - in fact she had never heard that before. VIN etching kits / services are available at costs of around $25 if theft is a concern. Upon returning from our trip, I traveled to Maple Hill Auto Group in Kalamazoo, Mi and purchased an incoming Subaru Outback in under 15 minutes. The salesman, Matt, was polite, truthful, and quick to give me a wonderful, reasonable price. No attempt to hard sell other "items" was made. The sales manager stepped in while Matt was filing out the papers to make sure that I was happy with the sales process and to thank me for coming into Maple Hill. I am happy with the price and believe that the service department will prove to be as professional. What a difference from Gurley Leep. My sister recently purchased a Subaru from Gurley Leep and had an unpleasant and expensive service experience recently. I have already told her to switch to Maple Hill.

I would not recommend this dealer.

Overall Rating

1.6  

1   Customer Service
4   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Poor customer service for warranty claim.

By TG on 10/1/2015 at 7:59 PM. Helped by Nathan Johnson.

I had very poor customer service during my experience. I’ve now owned a 2011 pre-owned certified Subaru Legacy for one year. Earlier this year I noticed a rust spot on my vehicle. I contacted Subaru of America and they directed me to my local dealer Gurley Leep. I called the dealer ahead of time to see if I needed to schedule an appointment. I was told no. I work 8-5 M-F, so it is not easy for me to make it to the service department hours of operation. Once I made it in, I was told that I had to have the parts manager inspect the vehicle (Nathan Johnson). This meant I did need to schedule an appointment. I’m a nice person so I understood that people can make mistakes and said ok that’s fine. However, during the next month I was completely ignored. I sent email, left voicemail and called multiple times during the day to get a hold of the manager. I even had one of the service department workers leave a written message on the manager’s desk to contact me. I have gotten zero responses from the dealership. My first attempt was June this past year. The next closest dealership is well over 100 miles away. I now have less than a year left on my warranty and little hope that I will be helped. I will say the employees did sound like they wanted to help me but their hands are tied by management. I would be embarrassed to run a business like this.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Horrible, rip off, time consuming, and incompetent.

By crash525 on 9/10/2015 at 5:39 PM. Helped by everyone who works there..

Where to begin, First off they have the highest priced new and used cars around. It worth the drive to go somewhere else for the same car and save a minimum of a $1000.00 or more. The sales staff are idiots, rude, and they swarm you like seagulls and you are food. They are pushy and never get out of your way. Also they give you the lowest value for your trade possible. Trust me try a few other dealers and see what you get compared to gurely leep. Never give them your email address because they will never stop sending you stuff even though you requested to be taken off the list. The parts department could not get anything right. I have a 15 wrx and legacy and I asked for oil, filter, and o-ring for the drain plug. They gave me the wrong filter twice and failed to give me the o-ring when picked up the parts. I dropped my car off for warranty work and they had tried to trick me into paying for warranty work. I also over heard a service adviser try and push service repairs on an elderly gentleman. The adviser was lie and telling the man that he needed the work done. I stepped in to be an advocate for the gentleman. BTW I am an auto mechanic. I told the service person he was wrong and I told the older man to take it and get a second opinion before he shells out about $5000.00 for unneeded repairs. When I picked my car up, they said they fixed most of my concerns but nothing was fixed. They said they greased my brake calipers and said that fixed my rear suspension knock. xxx. Anyways they said they fixed stuff that was flat out a lie and lied about the parts on my car they fixed. They stated parts that did not even exist. I would never suggest anyone go to gurley leep for anything even if they are convenient.

I would not recommend this dealer.

Overall Rating

1.0  

1   Overall Experience

Mechanics work on commission

By RobB on 8/4/2015 at 8:27 PM. Helped by Nate Johnson.

We had service done to my wife’s Hyundai at Gurley Leep but when I picked her car up the mechanic had done some additional work to the vehicle (front brakes) that I did not authorize and that I saw no evidence of wear; he claimed he adjusted the prices on other items so the work came at “no additional cost.” When I got home I looked up a quote I had earlier from Gurley Leep for the exact same service and noticed I was charged DOUBLE the amount. I realized at that point I had actually been charged for the unauthorized work and then some. I stopped by the service department to personally discuss this issue with the service manager. He said he would look into the problem and “make it right.” He did mention the mechanics work on commission so I suspected this was a reoccurring issue at Gurley Leep. I never heard back from the service manager and stopped by again, he said he would look into it but, again, never got back with me. I then filed a report with the BBB and the same manager responded through this venue, refusing to address why I was charged twice the amount of the quote. He only offered a discount on future service to the vehicle which does not resolve the issue of being lied to and cheated. I contacted Hyundai directly and they attempted to help me resolve the issue. They contacted Gurley Leep on our behalf and told us this service manager would call back to resolve the issue. It has been two months and he still has not contacted me. I don’t know if our next step should be to try and talk directly with the owner or what, but I plan to get this resolved somehow. There is just no excuse for not calling a customer back or allowing them to be cheated by their own mechanics.

I would not recommend this dealer.

Overall Rating

1.0  

1   Overall Experience

Service Issue

By punkybugsy on 12/8/2014 at 7:19 PM. Helped by Nate.

My daughter brought her 2004 Subaru Legacy into Gurly Leep for an oil change and a head lamp replacement. We bought this car from the original owner just a few months ago - we had ALL the Subaru dealer service records - every 3000 miles like clockwork and a CARFAX to match. This was THE little old lady car. We had the car checked out prior to purchasing, specifically looking at the head gasket since these are known issues with older cars. It came with a clean bill of health. My daughter drove the car 4000 miles when she went to Curly Leep for an oil change. They called her and told her she needed a head gasket repair and it would be $2330. She told them she had to speak with us and get her finances in order. At that time, the service manager also informed her, her fluids needed to be topped up, she said go ahead. Expecting a $100 service bill, when she picked up the vehicle they had FLUSHED her transmissions, Power Steering, Brake Fluid ( which was previously done 11K miles previous) and her front and rear differential and the bill was almost $800. She would never have approved such an expensive repair without speaking with us. Of course, the service manager insists he gave her a breakdown of each cost. Absolutely NOT. The offered a $275 refund check, I asked for another $130 for the brake fluid work that didn't need to be done - and was told no. So we take further action. The next morning she took the car to the mechanic that serviced her previous vehicle and he concluded that this car did NOT need a head gasket repair. Would love to hear from others who have similar stories - we will be taking further action. Please comment here as we will be checking back. Thank you

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
4   Quality of Work

We were looking for a used vehicle because one of our...

By rd19666 on 3/18/2014 at 8:46 PM. Helped by Rob Burns.

We were looking for a used vehicle because one of our main vehicles finally give up on us. The call was made to Gurley Leep because of their advertised guaranteed credit approval. We talked with Rob Burns. We explained our credit situation and the vehicle we had in mind. Rob was successful in finding the correct vehicle for us and the price and financing was on the money. When we showed up at the dealership to see what Rob had picked for us, we were pleased. Because Rob showed such professionalism and friendliness, the transaction was completed in a very timely manner, and in a short period of time, we were driving off the lot with our new, used vehicle. A big thumbs up to Gurley Leep and Rob Burns for a job well done!

I would recommend this dealer.

Overall Rating

1.3  

1   Customer Service
2   Friendliness
1   Overall Experience
1   Quality of Work

Worst experience ever. I went in to test drive a Subaru...

By icydemons on 8/31/2013 at 12:32 AM. Helped by matt.

Worst experience ever. I went in to test drive a Subaru Crosstrek and said I would be back at the end of the month to buy one. The salesman never called me over the course of the three weeks. The only contact we had was me initiating the calls to talk to him. He wasn't upfront and clearly didn't listen to what I was saying. About a week before, I called him to touch base and told him I would be in that Saturday so I could build one. At this point, besides him not being proactive, everything was okay. I called him the day before just to confirm I'd be in to be in the following day and he said that everything was good to go. About two minutes later I received at TEXT from him saying "Can you come in next week after Labor Day??". I was shocked to a) get a text message - very unprofessional and b) what kind of salesman doesn't want to sell a car asap? Why would I want to wait longer when I'm ready to buy it? I didn't respond to his text message so he called me back shortly after and told me it wasn't possible to build a car on a Saturday. He thought I was waiting for him to find one that was already built even thought I was very clear that I wanted to build it and have it shipped even if it meant waiting a couple of months. On the phone, I explained to him that we had already gone over all of this and he told me it was okay to build one that day. He then started to argue with me and told me I was wrong and that's not what we talked about. Overall, I was extremely dissatisfied with the service. I will never go back or recommend it to anyone. If this guy worked for me I would've fired him a long time ago.

I would not recommend this dealer.

Overall Rating

1.8  

2   Customer Service
1   Friendliness
2   Overall Experience
2   Price

Other than the price being high (which I figured out...

By Uirunner on 7/19/2013 at 4:05 AM. Helped by Jim Yoshizawa.

Other than the price being high (which I figured out later through shopping around), working with Gurley Leep Subaru was not a bad experience. I initially worked with Leslie Altimus, who was great. After driving two hours to test drive a new car, I was handed off to Jim Yoshizawa. Regardless of telling Jim I wasn't buying that day, he still tried for over a half hour to reel me in. I told him I wanted to wait another two months to get some more money for a down payment and finally got out of there. A couple weeks later, Jim asked me to fill out an application for financing. He got it approved before I even finished it (fishy) and told me to come in the next morning because he got the car into my budget. When I asked the price of the car and the terms of the loan, Jim said he couldn't tell me. Wait... You want me to drop almost 30 grand but you can't give me the details of this "great deal" you set up for me? I emailed Jim the next morning and told him I was going to stick to my plan and timeframe of purchasing. I got a one-line response from him: "Whatever dude the car sold this morning anyhow." Classy response from a classy salesman. I was sure to email my experience to the sales manager and, of course, never got a response. I ended up purchasing in Cincinnati and between the better price I got, matched with the extra money I had saved, I bought a car two trim levels higher. I'm glad a respectful saleswoman got my money from the sale instead of Jim.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

When we purchased our Subaru Outback from the dealer last...

By emant on 5/31/2013 at 1:54 AM. Helped by Doug Suddarth.

When we purchased our Subaru Outback from the dealer last year the first thing that happened was they tried to give us $0 in trade for our Lexux RX300. When the payments looked way too high, I started looking everything over and realized their "mistake". When we got to the financing department, they had a high preasure sales pitch to sell us a pre-paid maintenance plan. When I said no, the guy told me I was the first person to ever turn down this service. I told him congratulations, there is a first time for everything and now he will have a reason to remember this day. What a load of crap... So today my wife takes the car in for the 15k mile oil change and tire rotation with a $29 oil change coupon and comes home with a receipt for $270. They sold her a bunch of "normal maintenance" items. Two different fuel cleaners that cost a total of $160 and the oil change ended up costing $75! $35 for the oil change and $40 for "shop supplies"! WTF! I obviously will never take any car back there for service ever again. Stay clear of these guys. I love the car and the salesman who sold us the car was great, but the rest of the company is horrible.

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

We were Matthew's first sale as a new employee, and...

By mdsheetz on 3/1/2013 at 8:56 PM. Helped by Matthew LaFree and Sonny Camparone.

We were Matthew's first sale as a new employee, and he took a genuine personal interest in us. Sonny Camparone gave us unbiased and wise advice with the package options. We felt with both employees that they cared about us, not just making a sale. Matthew delivered the new Outback to our home 20 miles away in terrible weather, to save me the trip, and still took time to explain features to me, sync the garage door opener with the car, etc. We are very pleased with our car, and with their assistance with our purchase.

I would recommend this dealer.