The ONLY reason I continue to use Gateway is because of my service rep. His name is Robert Hernandez and he has always be truthful and honest with me in keeping my 2009 vehicle running perfectly. The service had been excellent also. I stop using dealerships when I get my auto back from service and notice oil in my driveway. I learned that 99.99% of the time the tech did not put the drain plug back properly. I have never had that experience at Gateway. ALSO, you might put the service advisors on the list of employees you worked with. I would think that service would be where most of customers have contact with.