Gateway Buick GMC

If I could give negative stars, it would be more clear how awful my experience had been with Gateway how awful my experience had been with Gateway More

Be mindful of the condition your vehicle is in before their service center performs any service to your vehicle, especially if your vehicle is an older model with high mileage. This is a long read, but i their service center performs any service to your vehicle, especially if your vehicle is an older model with high mileage. This is a long read, but it may save you a lot of frustration. I have a 2007 Yukon with over 250k miles that had a motor oil change completed on it at Gateway’s service center in med-December, 2023. Not long after, I began noticing xxxxxxof oil on my driveway. This was unusual because my truck did not have any issues with any fluid leaks prior to Gateway performing the oil change. One week passed from the day the oil was changed before I was able to inspect the truck. It was clearly visible that motor oil was dripping from the motor’s oil pan drain plug. I loosened that plug and noticed metal shavings along the drain plug. I immediately contacted Gateway’s service center and was eventually able to speak with the shop foreman, Mario Montante. I explained the situation and mentioned that I wanted Gateway to inspect the oil pan, but was told that I would have to pay a service fee for them to do so. I found this to be unreasonable, especially after explaining that the motor oil leak began after it was serviced at their shop. I asked if the tech who performed the motor oil change included any notes in their service report stating that any leaks were observed prior to beginning the oil change. Mr. Montante replied that the service center would not have even begun working to change the oil if an oil leak was observed before beginning the service. Mr. Montante then confirmed that the service report did not include any notes that my truck had any leaks prior to the tech beginning the process of changing my truck’s motor oil. Mr. Montante’s solution was to only offer me pricing for the replacement parts and labor, but that I would have to cover those costs. The reasons given for Gateway not covering the costs include: my truck’s motor has over 250,000 miles; the previous motor oil change performed by their service center was approximately 50,000 miles ago; the wear and tear of my truck’s motor could have caused the oil pan drain plug to give out; that their service techs perform work to certain rules and specs; that the oil pan drain hole could have been damaged by someone else prior to their service center performing the motor oil change; and insinuating that I may be attempting fraud by trying to have Gateway cover the costs of the damage. I replied that their own service report does not mention notes about my truck having any leaks before the tech began servicing it, that same service report also does not mention damaged threads to the oil pan, and that it is highly unlikely bolt threads become stripped from wear and tear. I then asked Mr. Montante if I could speak with his supervisor. Mr. Montante said his supervisor’s name was Jerry and that he was listening to the call. However, Jerry never get on the line to speak with me and I was told he had just left the office after asking to speak with him directly. Before ending the call, Mr. Montante stated he would email the service report and summary of our call. I have yet to receive any communication from Mr. Montante. I sent an email to Mr. Montante, Jerry, and several other Gateway employees on December 22, 2023, detailing the situation and requesting that someone at Gateway contact me in order to resolve the situation. I have yet to be contacted by anyone with Gateway. I mentioned to Mr. Montante during our call that my truck is a family vehicle and relied on daily. This means I could not risk continuing to drive my truck without risking my family’s safety and damaging the motor unless immediate repairs were made because the extent of the damage to the oil pan threads was unknown. While working to find a solution, I discovered drain plug was over tightened which stripped the oil pan drain hole threads and chipped the surface of the drain hole opening. The oil filter was also over tightened. More

On 11/27/23 my life was greatly endangered due to the ineptness of the service dept @ this dealership. On 11/17 I took my car in for complex mechanical/electrical issues. On 11/20 the adviser said the te ineptness of the service dept @ this dealership. On 11/17 I took my car in for complex mechanical/electrical issues. On 11/20 the adviser said the techs found the problem to be a loose battery cable that had been tightened & they also cleared multiple low voltage codes BUT before I could even leave the parking lot I noticed my car was still having some of the same issues that I took it in for so I returned immediately to the service dept. for further evaluation. A week later on 11/27 the adviser informed me that the techs determined the starter needed to be replaced & I was reassured REPEATEDLY that my car was road ready. HOWEVER, WITHIN 15 MINS OF LEAVING THE SERVICE DEPT, THE CAR MALFUNCTIONED HORRIBLY...the parking brake engaged & the car went from Drive to Neutral BY ITSELF...all of this happening in the DARK (approx. 6:30 p.m.) in RUSH HOUR TRAFFIC on I-20!!! Then things went from WORST to ABSOLUTE WORST!! The car SHUTDOWN COMPLETELY!!! I LITERALLY FEARED FOR MY LIFE so I called 911 to beg for help. The operator had to figure out my exact location on the hwy & dispatched officers to rescue me b/c @ any moment I could've been hit from behind & there's no way I could've exited the vehicle to safety w/o being hit b/c I was in the 3rd lane of a 4 lane hwy...I was a sitting duck!!! B/C my car SHUTDOWN COMPLETELY & would not start (remember service dept supposedly installed NEW STARTER...YEAH, RIGHT!!) it had to be towed to an impound lot & I was escorted in the back of a police car like a criminal to the nearest police dept in Balch Springs to wait for a ride. On 11/28 I sent a detailed email of the events to the owner, Charles Cooksey, who in his reply @ 1st seemed ready/willing to accept responsibility for the situation (see excerpt): "Kristie, I’m not sure where to start, but I appreciate the concise manner that you explained all of this and frankly, you are much more polite than I likely would’ve been. I have cc’d my fixed operations director in on this email and Jerry I would like for you to set up a time for her to come in and the three of us sit down and talk about this. We will make this right." Sent from my iPhone Charles Cooksey Gateway Buick GMC Dallas TX However, disappointingly but not surprisingly I received the "real" response shortly thereafter from good oI' Chuck stating they had "acquired clarity" about the situation & that his service dept had installed a new but DEFECTIVE starter that FAILED & caused my car to behave as it did. Notice his so-called compassion & understanding about the traumatic ordeal I experienced @ the hands of his incompetent service dept (see excerpt): "In retrospect, you could have had it towed privately back to us and saved us the impound and inflated tow charges the city demands but I certainly understand that at that point you were probably upset and wanted to go home...You will not be charged anything further on this repair. Please accept my apology for your inconvenience." How dare he attempt to chide me about how I handled this life-threatening situation @ that critical moment that his incompetent service dept put me in, in the 1st place & how gracious of him to state there would be no add'l charge to REPAIR THEIR OWN REPAIRS!!! I was "probably upset & wanted to go home"...YA THINK??!! FYI, before I called 911, I called back to the service dept & spoke to adviser Edwin distraught & frantically explaining what happened & that I needed help NOW & all he could offer was that there was no one there to help me!! Charles minimized the entire ordeal & should've been relieved that all this had cost him was towing/impound fees rather than this COSTING ME MY LIFE!! Neither Charles or the service director Jerry Hauptstueck had the human decency or manhood to meet w/me in person as Charles proposed or even call me directly!! DON'T PUT YOUR PRECIOUS LIFE IN THE HANDS OF THIS SHADY DEALERSHIP/SERVICE DEPT...IT'S SURE NOT WORTH THE RISK!!! More

Shout out to Gracie Ramos, Service Advisor @ Gateway Buick. She has been fantastic helping me with our old, and new, Buick Enclaves. She is super attentive and quick to respond. She gets my recommendati Buick. She has been fantastic helping me with our old, and new, Buick Enclaves. She is super attentive and quick to respond. She gets my recommendation. Thom A. More

My car had to stay in the shop for a few days and the dealership offered shuttle services. Jr drove me home and was a great driver, he was very polite, great conversation and made sure I had all the info dealership offered shuttle services. Jr drove me home and was a great driver, he was very polite, great conversation and made sure I had all the information to schedule a pick up! More

Took in my Cadillac and got grate service from Randy. Very Helpful and very quick with the service on my vehicle. thank you Randy for you grate service. Very Helpful and very quick with the service on my vehicle. thank you Randy for you grate service. More

Parts Sales Manager was Rude and they have 2 Different Parts Prices and I Tried to Talk to General Sales Manager about it and He Would Never Call Me Back So I Would Never Deal with This Dealer Again for A Parts Prices and I Tried to Talk to General Sales Manager about it and He Would Never Call Me Back So I Would Never Deal with This Dealer Again for Anything More

We bought a 2023 Acadia AT4 from them and we agreed on a price for our trade which was $1300 over what they offered at first and we wouldn't accept anything less. Our sales person came back and said it wa price for our trade which was $1300 over what they offered at first and we wouldn't accept anything less. Our sales person came back and said it was a deal. We signed it...he said because it was circled with the payment amounts we wanted that is what they went by. Not the offer. (our sales person is the one who circled that...not us). Trevor the sales manager will not talk us on the phone. Only via text. then gave me an excuse that our trade had to sit there because it has a recall that can't be fixed yet...like that is my problem. They also charged us $295 for window tent....which is on the, sticker but not on the posted price on the sales tag. Just find another dealer. We will never use them again....and paid $1600 over what we thought we were doing. Who is a business person that won't talk on the phone but writes a book via text. More

DISHONORABLE DEALERSHIP – GATEWAY GMC - AVOID 1. Buying a new truck; several weeks ago was looking for a dealership that orders enough HDs that I might be able to buy an available unit 2. Gateway G Buying a new truck; several weeks ago was looking for a dealership that orders enough HDs that I might be able to buy an available unit 2. Gateway GMC showed up on an internet search, and their website reflected they had units. When I called, I was told they didn’t but had units on the way. I specifically asked if they were selling at MSRP, not over. The salesperson, Carlos told me yes, as that was their business model 3. I drove an hour, and got to the dealership; the salesman (Carlos) is knowledgeable, but typical dealership sales staff who are simply runners between the people behind the glass and the customer. Finally, Carlos puts a trade/deal sheet in front of me that fundamentally has the dealership netting $40K++ between a ridiculous lowball trade-in value and $20K over sticker 4. I told Carlos I’d give MSRP, and expected $39K for 2016 2500 SLT Duramax. The behind-the-glass sales manager (Treavor), who never thought I was worthy of him introducing himself, sent Carlos back with a message that the dealership wasn’t interested in the deal 5. I left the dealership. Later that night, I received a text with what I had proposed; and I accepted the deal confimed back to them in an email 6. Talked to Carlos, told him I was trying to fly back into DFW, but weather there was bad and I might not get in tonight. Assuming I got in, we could try to do the deal tomorrow 7. I got a call back from Carlos and was told that his manager now wanted $2,500K over MSRP to do the deal; AND the deal was only good if I came in tonight! The dealership now was completely ignoring the deal they put in writing 8, I responded back and told him that that he and the dealership are dishonorable. 9 Reached out to GM SW Marketing, received an acknowledgment email back, but no action or followup. I have sent a complaint letter to GM Corporate Marketing about this dealership HONORABLE DEALERSHIP - JERRY’S GMC I reached out to Jerry’s GMC in Weatherford, and what a delightful experience. I drove over to Mr. Durant’s dealership, worked with a knowledgeable salesperson, 1 quick round of negotiation and I had a new High Country 3500. More

Nice sales guys but that’s where it stops. The Service Dept, in my opinion, is shady and I do not recommend. now 5 interactions and all bad. I took in a warning light when still under warran The Service Dept, in my opinion, is shady and I do not recommend. now 5 interactions and all bad. I took in a warning light when still under warranty and they couldn’t find a problem. 2000 miles later with the same warning and charged for the repair because it was just past the 36k warranty. They tried to hide notes and told me to sign, they folded the paper so I couldn’t see but wanted me to sign below. The note stated that my car began riding rough while I was on a roadtrip. The fact and what I told the service person was that it was riding rough when I picked it up from them doing maintenance. I corrected their notes before signing. Now, 40k miles and needs to replace the shocks and struts. A 2019 Yukon Denali that has never been off-road should not need replacing. Not covered and they want over $4500 to replace them. Picked up my car, was told the key fob was in the console after they pulled it around. Well as I was driving I got the notification that key not detector. Well, they kept it in their pocket and had to bring it to me after the car shut off I left this review on GoogleMaps too and they replied said to call them to try to help me out. It is assumed that, that was just to let people that read my review and see that they "TRY" to help. Well, the following day when they said to call them, I called. I explained that I was asked to call based on my google maps review. I was then transferred to a non descript voicemail and I left a voicemail and even repeated my phone number twice. 5 Days Later, STILL no call. I believe they just reply to the bad reviews and state that they want to help but have no intention of doing anything In my opinion, avoid this place like the plague More