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Gentile Automotive - Racine, WI

On 9/5/2009 1:09:33 PM toastter wrote:
I was looking for a vehicle for the cash for clunkers program, and everywhere I called, they had run out of the Toyota Rav4. Gentile was the only place that was willing to help me. I spoke with a guy named Jon from their internet department and he was very helpful. He mentioned that although he didn't have the vehicle immediately available, he would check and see when he could get one.

As it turns out the vehicle I wanted wasn't coming for a few days, and by this time I had already missed the boat for the Cash for Clunkers :(. I talked with Jon a few days after the program ended and he made it a point to call me as soon as the vehicle was in stock! WOW! I've bought a few cars before, and I have NEVER had someone got to that length to help me. We scheduled a time to come in and look at the car and when we got there the vehicle was ready and waiting.

Brian, who was a new guy with Gentile, was very complimentary and helped us much better than we had been with other people. We received numbers on the vehicle within about 20 minutes of getting there, and the good part was that their numbers lined up with what we were expecting. They explained all of the fees right off the bat so there wasn't any of that hidden stuff. Brian also made it a point to make sure that we had time to show him our numbers from other locations, which was a big signal to me that he was ready to negotiate with us.

We are the kind of people who don't want to get taken for our money, but I will certainly pay for good service. A good salesperson who doesn't pressure me and a dealership that will take care of me and my vehicle is worth the investment. Brian made sure that everyone was happy. We understood that while certain people were getting paid for the purchase, we were not at all overpaying for the vehicle, and that made us feel good about the purchse.

Once we had finished everything, we met with this guy Carlos, who was a nice guy too! He showed us why we might want some other warranty features, and while I am ALWAYS a person who gets the extra warranty (I've owned too many domestics to not get one LOL), Carlos was good with explaining EXACTLY what the warranty meant to me and how roadside assistance worked. After that, my salesperson showed me where the service department was, helped me schedule a time for my first service, and took me to my vehicle to make sure I knew how everything, and I mean EVERYTHING, worked.

Overall it was a great experience. Although I would have liked to do a Cash for Clunker deal, Gentile made my experience great and worthwhile. A+

Gentile Automotive - Racine, WI

On 8/6/2009 2:57:53 PM Boorock wrote:
We live in Kenosha, and wasn't having much luck in finding a vehicle closer to where we live, so we decided to drive up to check this dealership out after I did an initial search online. Right off the bat, we weren't greeted by anyone and after walking around for a few minutes, we finally were asked how we could be helped. The gentleman called for a salesman to please come an meet us.

We met a salesman and explained our situation to him. He graciously invited us to come and sit down and we would see what we could do. After filling out some paperwork for financing, he took it and the trade in worksheet back to the finance guy. The finance guy ended up coming over to us to explain that he had an idea of how we could get this deal done, but needed to talk with the used car manager, who was off that night. He said he would talk to him first thing in the morning, and then would contact the bank he had in mind that would potentially be able to help us. We were invited to come back in the next night, and set up an appointment at 6pm. We were told that the salesman would give us a call to let us know if it ended up that they couldn't get the deal to work out. So far so good.

We didn't end up hearing from anyone the next afternoon so we headed in. I did try to call the salesman before we left, but only got his voice mail and didn't leave a message. When we got to the store, we asked for the salesman and there seemed to be this confusion. While the gentleman was trying to find him, we found the finance guy we had met with the night before and asked him what was going on. He seemed confused as well as to what was going on and called the used car manager. The finance guy apologized and escorted us over to where the used car manager was. When we met him, he didn't have any clue as to what was going on. He found our file and suggested we go out to the lot and look at some vans. Now frustrated, I let him know that it was pointless to look at anything if we weren't going to be approved for the financing and told him how the finance guy said that he needed to talk to him about helping him out with our trade in value so that he could go to the bank. This all was news to him who apologized and said that he hadn't seen our file or anything and that he has been super busy. Meanwhile the salesman is no where to be found. The used car manager eventually said that he didn't think they had anything in stock that would work with where we were wanting to be payment wise and again was sorry.

We should have gotten a call to let us know not to come it!!

We were heading out to leave, and I asked the finance guy for the GM's name and card so I could let them know how our experience was with the dealership. We basically rehashed the whole series of events with the finance guy and was basically told that he didn't follow up with the used car manager because he was really busy, but swore that he gave him the file first thing in the morning. The used car manager had no recollection of this, or was just too busy to get to it. He also let us know that because it was the salesmans day off, he wasn't able to be on anyone's back about it, when normally he would have. It was one lame excuse after another. I understand being busy. We're all busy. But the lack of consideration we received by their employees was unbelievable, especially in this economy. I guess maybe the car business is booming, and our "more difficult than the norm" deal was easy to push to the side. At least that's how we were made to feel.

I got the GM's card and was now getting into my car when the finance guy came outside and suggested that we contact the used car manager at their dealership down the street. He'd be able to pull up our info that was taken. He said that he thought he could get the financing to go through with the right vehicle. They didn't have the right vehicle, but perhaps the one down the street had something that would have worked out. Now I'll give him an A for effort, but at that point we had such a bad taste in our mouth about the whole experience, we weren't all that interested in us making any more of an effort to try to purchase a vehicle from them anymore. It would have been nice if we were approached with, "Please let me call my used car manager down the street to see if they might have a vehicle that would work the deal through."

I basically sent this review to the GM there and was answered with a very brief apology and promise that she would address the matter immediately and make sure this didn't happen again in the future.

She didn't even sign the response. Will go to Carmax in the future.