Ryan Lapierre | Page 37

I had a great time today at Gates! I came in wanting to trade in my Civic for an XTerra and was welcomed with amazing customer service. The time flew by, and I was able to leave, same day, with my new Xter trade in my Civic for an XTerra and was welcomed with amazing customer service. The time flew by, and I was able to leave, same day, with my new Xterra. Thank you to Jeremy and the entire Gates crew for a great experience! I would absolutely recommend this dealership to anyone who is looking for outstanding customer service!! More

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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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i rate this dealership because i was going to get a truck so i was lookin around and a sales guy comes out i nicely introduce myself and he did to me we talked told him what i was lookin for i gave him a pic so i was lookin around and a sales guy comes out i nicely introduce myself and he did to me we talked told him what i was lookin for i gave him a picture of it and we looked for it but couldnt find it but then i saw something else i was intrested in so jeremy was nice of enough to show me the whole dealership cuz it was my first time there after that we took the car that i was intersted looked at from inside and out after took for a test drive after that i bought it so i deff recommend the dealership but mostly jeremy cuz he helped me out alot with the car and showed me everything i need to know about the car so i rate everything A+++++++ More

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I would recommend Gates GMC Nissan, because of the quality and the way that the Sales Staff handled my needs for a vehicle. I was impressed with the way that each member of the team handled the Sale a quality and the way that the Sales Staff handled my needs for a vehicle. I was impressed with the way that each member of the team handled the Sale and all the paperwork involved. I was well pleased, with the outcome and the vehicle runs great. Once again for me to recommend Gates GMC Nissan to any of my family or friends, they truly have earned my respect and future Business. Robert W. Rautio 173 Gorman Road Brooklyn, CT. 06234. More

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My family and I had the most wonderful experience at Gates this past week. We had been in contact with many dealerships looking for just the right car. I had a very difficult time getting anyone to help Gates this past week. We had been in contact with many dealerships looking for just the right car. I had a very difficult time getting anyone to help me by calling back or reaching out. We called Gates because they are right down the road from our home. Jeremy called us back right away. I went into to see a car the next day. Keep in mind that they close at 8:00 and I drove into the parking lot at 7:45p. I thought for sure they would do what all of the other dealers had done and just push me off. I certainly was wrong. They were all so kind. I never felt rushed or pressured. I sat with Jeremy and went through a list of what I wanted my car to have, and he called the next day. They found me a car! Exactly what I wanted! I bought and took it home the very next day. Erika in the financing department was teriffic! She was so kind and accomidating. It is difficult to shop for anything with a 6yr. old and a 4 yr. old but everyone there knew my girls by the time we left and they were so very sweet to them. The girls want to know when we can go back and visit our new friends. I would recommend Gates to everyone! We certainly know where we will be going for now on. More

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I had a great experience with Gates Nissan and would highly recommend them to family and friends in the future for their new/used car purchases. Staff was very friendly and easy to work with. They worke highly recommend them to family and friends in the future for their new/used car purchases. Staff was very friendly and easy to work with. They worked hard to get me exactly what I wanted, for the right price, and in a timely manner. More

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My husband and I purchased a vehicle in 2005 from Gates and were very happy with the service. We contacted Gates recently regarding a 2008 Nissan Xterra listed on their website. Bob Lussier who we've pre and were very happy with the service. We contacted Gates recently regarding a 2008 Nissan Xterra listed on their website. Bob Lussier who we've previously dealt with graciously had the vehicle delivered to me at work for us to try out for a few days. Upon returning the vehicle on a Thursday and talking numbers, we weren't ready to make a final decision and were interested in checking out a truck from another dealership, which Bob also graciously offered to obtain for us in order to test drive. Bob said the Xterra would be "put on ice" for us until Saturday, no deposit needed, and proceeded to get out a Sold sign for the vehicle. When my husband returned on Saturday and test drove the truck, he decided to go with the 2008 Xterra. It was at that point we found out that the Xterra had been sold to someone else even though it was promised to be on hold for us. When sending an email to General Manager Denny Gates the following Monday expressing my disappointment, his response was: "My deepest apology we sold this truck out from under you it is a fact. I was a part of this diabolical at the final moment. We truly made a mistake my team though that once the F150 was shown than once we drove the new xterra which was only to check the brakes that the situation switched again this isn't Bob's doing its another salesmen and the saleamnagment that had this over sight I agree with you its not wise to make a move like this on a repeat buyer with a tie to our shop I think its wrong. My resolution is this either a Brand new tetra at dealer cost less a 1000 dollar credit off net net cost or the same kind of pre owned xterra at a 1000 less your call please let me know how you want me to resolve this I will be happy to take what route you wish me to take." (Yes, this the grammar and spelling of the General Manager of this dealership). Denny's follow-up offer was only $500 off of a new vehicle and claimed that his cost less $500 on a vehicle that started out to be $31K would be $29K. This would have been more than we wanted to spend considering the 2008 Xterra was only $21K. They also were not able to locate a suitable replacement in a used Xterra. My husband and I, however, were able to locate one and proceeded to purchase it from another dealership who were wonderful to deal with and have a new customer in us. We used to value our relationship with Gates, but after being treated this way with no acceptable form of remorse, we will never deal with another Gates dealerhip again. More

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When we started looking at cars, we simply scanned the internet looking at local dealers and filling out information online. Jeremy called and asked if there was anything he could help us with. I told h internet looking at local dealers and filling out information online. Jeremy called and asked if there was anything he could help us with. I told him the price we needed, and factors that were important to us. He told me he thought he could work within that, and we met. Jeremy listened to what our priorities were and responded without high-pressure sales tactics. He got us a car that met our needs at a price we could live with. More

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