Nick Truax | Page 94

My wife and I just purchased a 2011 GMC Terrain from your dealership. This was by far the worst Auto buying experience that we've ever had. We came into the dealership on May 21 after receiving a cal dealership. This was by far the worst Auto buying experience that we've ever had. We came into the dealership on May 21 after receiving a call from Joe Ortega, per my request for a price quote on Edmunds.com. We were placed with Brian O'Keefe to assist us. Brian was extremely polite and professional throughout this process. The Terrain that we were looking at on the lot was not the preferred color; Brian found one at another dealer, but we were apprehensive about making a decision due to the fact that I did not want to have payments that were a lot larger than I had right now. He put us in touch with Nick in the Finance area, who did some figures and quoted a payment amount which was within $10 of my then current payment, for a 5 year loan. I was still apprehensive, and Nick said he'd offer us free weekly car washes for the life of the car. But another concern was that I'd still need to have a tow hitch installed so I could use my bike rack. He said that he'd include that if we made the deal and also provide monthly car washes. We agreed on this deal, put a deposit down on a Cherry colored Terrain. We also asked that the protection package be added (the one w/all weather mats and mud guards) so it would be included in the loan. After we got home we realized that the vehicle had 1,000+ miles on it, which was unacceptable. On Sunday, my wife called Brian and told him this....he said he'd look for another one with less miles. We also said the other colors would be considered by us also and to let us know. During this timeframe Brian was unreacheable at one point due to an emergency and my wife spoke to another person about this. Apparently the car was found, everything was set and we were scheduled to sign the papers on 5/26/11. Joe Ortega called me on one point just to check on the status and he said you got a white or grey one right, and I said "NO", a Cherry one. On the signing date, we found that the towing hitch was not in place; I needed the hitch because were were going out of town and I needed to take my bike with me. We were told that we still had to come sign the papers and we could pick up the vehicle the following Wednesday when we were back in town. We signed the papers on 5/26, and we were surprised that the payment that Nick quoted us had mysteriously increased by at least $60 and Erica couldn't explain why; I still don't understand what happened there, but I'm sorry that we signed those papers because I feel that we were screwed over on the price of this vehicle. In addition; when we arrived the vehicle wasn't even the right color; it was dark grey instead of red. We never even said a word about that, because Brian was so helpful and we didn't want to make him feel bad and that color was fine with us too. Also, no mention was made of the free car washes, so it seems that we were lied to about many things. We planned to pick up the vehicle on Wednesday; I took off of work early to do so, only to find that the mud flaps weren't installed yet, as they hadn't come in yet. Same on Thursday. On Friday, we finally picked up the vehicle. Then Brian presented us with a bill for nearly $500 for the mats and mud flaps. I was shocked and I said that I thought this was all included in the financing. Brian had no clue and said that was Erika's issue and to call her on Monday. I told him if I have to pay for these items separately that I don't want them. If we would not have been forced to come in and sign the papers without being able to inspect the vehicle first, then this all would not have happened. I never heard of signing papers without the vehicle being not even ready. Since that timeframe, we've been bounced all over to different people in the dealership....no one has taken responsibility for this major lack of communication. I've spoken to Erika, who hasn't been able to help, Brian has been very nice about this but it seems that his hands are tied, also some other person (I can't remember who). Also, Ryan L. called me the other morning; said he'd call me back yesterday and he never did. No one is returning my calls, other than Brian. And I have to say that Ryan was rather rude on the phone and condescending. I don't care where this fell through the cracks, I just want to be a satisfied customer. It's now beyond the point of me being happy.... I will be making sure that this experience is documented all over the web including on Edmunds.com, where I first found your dealership. As stated earlier to everyone...it's not a problem to return the items. The floor mats are still in the box. You can take the mud flaps off, I dont' care. This seems like such a little issue on your side in comparison to the "bad press" and repeat business you are losing. I just called Erica to cancel the insurances that I purchased when I financed the vehicle. I don't see myself ever setting foot in your place of business again. My service work will go to another GMC dealer also; I will make sure that it's not owned by Gates. More

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My experience with your dealership was outstanding. Everyone was very pleasant & knowledgeable. All our questions were answered & everything was explained in complete detail. This the third vehicle we Everyone was very pleasant & knowledgeable. All our questions were answered & everything was explained in complete detail. This the third vehicle we as a family have purchased @ Gates Nissan & have never had a bad experience. When we buy another car, Gates will be our first choice! We have told everyone we know how wonderful we were treated & the courtesy & respect with which we were treated. We told them what we wanted, what we wanted for payments & they made it happen. Thank you to everyone @ Gates Nissan, especially Bob & Nick! More

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Everyone i spoke with or dealt with at Gates GMC was very professional, courteous and pleasant to deal with. I was very pleased to have Ralph Clement as my salesman, his honest, no pressure sales approach ma professional, courteous and pleasant to deal with. I was very pleased to have Ralph Clement as my salesman, his honest, no pressure sales approach made the whole transaction very enjoyable. This was my first new truck purchase and i am very happy that it was at Gates GMC. THANKS! John Peterson More

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I had the best experience I have ever had purchasing a new vehicle. Paul Bacon was very responsive to all my needs and questions and was very knowledgeable about the vehicle I was interested in purchasing new vehicle. Paul Bacon was very responsive to all my needs and questions and was very knowledgeable about the vehicle I was interested in purchasing as well as other comparable vehicles. I really appreciated the fact that he was not pushy like some car salesman can be. He made me comfortable and that made it easier for me to choose Gates as the dealership I wanted to by a vehicle from. Gates is a great dealership and I look forward to doing more business in the future! Thanks, - Timothy Goodridge More

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As exciting as it is buying a new vehicle, it can also be a very anxious and nervous situation. I visited a couple other Nissan dealerships searching for the good price. I feel good about the price I got and a very anxious and nervous situation. I visited a couple other Nissan dealerships searching for the good price. I feel good about the price I got and with the experience I had with the sales and finance personnel, I am very confident I will have a positive and pleasant experience when I have the vehicle serviced. I would recommend this dealership to my friends. More

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Bob Lussier is the main reason I keep coming back to Gates. Nick Truax has also been wonderfully helpful. All my service visits have also been very convenient and easy-going. My most recent visit invo Gates. Nick Truax has also been wonderfully helpful. All my service visits have also been very convenient and easy-going. My most recent visit involved many people as Bob was not in. Even though I literally just walked in without an appointment, everyone took great care to answer all my questions and to make sure that Bob got the credit for the sale. Keep up the great work! More

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Absolutely great experience..what a team!!!! everyone worked together and was friendly, felt like a family get together.. we enjoyed our time there....awesome envirnment!!! Cant wait to pick up the truc worked together and was friendly, felt like a family get together.. we enjoyed our time there....awesome envirnment!!! Cant wait to pick up the truck tonight...many thanks to Gary Fuller for all the kind words he had for this company..im glad we came More

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Hey Guys, Great experience, working through the process and the end result was very satisfactory. I will be back to buy another car. Thank you to all of you who worked to make this deal work. I apprecia and the end result was very satisfactory. I will be back to buy another car. Thank you to all of you who worked to make this deal work. I appreciate it. I love my new "girl truck". Susie Shenker More

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I was satisfied with the customer service and friendliness of the employees i dealt with. I would recommend Gates Nissan to someone looking to purchase a Nissan. Everything was explained well and friendliness of the employees i dealt with. I would recommend Gates Nissan to someone looking to purchase a Nissan. Everything was explained well and all questions were answered that I had at the time. I look forward to continuing my business there. More

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I have been a customer of Gates GMC/Nissan for about 4 years and was looking to trade in my truck for something a little less thirsty at the gas pumps. I have dealt with Rick Brown before and was slightl years and was looking to trade in my truck for something a little less thirsty at the gas pumps. I have dealt with Rick Brown before and was slightly disappointed to find that he had been promoted to sales manager. I was introduced to Ralph Clemen who, fortunately, did not disappoint me. Ralph and Rick treated me fairly and I walked away with what I feel is a fair deal. The finance manager however, still has a litle to learn about following through with any promises he makes. Overall, I feel I did good. First time I felt that way about buying a new car More

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