Luke Bentley | Page 5

Very good over all, Was a unique experience watching my old car drive away being it was sold the same day I was picking up my new car !!! hope the Kid that got the car en Was a unique experience watching my old car drive away being it was sold the same day I was picking up my new car !!! hope the Kid that got the car enjoys it very much !!! thanks again !! More

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Friendly and very well versed Very comfortable feeling from the moment you walk in the door. Very pleasant, helpful, and knowledgeable staff. Very good selection of vehicles and if Very comfortable feeling from the moment you walk in the door. Very pleasant, helpful, and knowledgeable staff. Very good selection of vehicles and if they don't have what you're looking for they'll find it for you. It's the only Chevrolet dealer you'll ever need. More

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Good Intentions Poor Execution My husband and I came to this dealership after having rented a Nissan Armada during an extended trip. We were very happy with the vehicle and it's fea My husband and I came to this dealership after having rented a Nissan Armada during an extended trip. We were very happy with the vehicle and it's features and began doing preliminary basic research on trim packages, pricing, and manufacturer incentives.  We were directed to work with Sheila. We asked if they had an Armada on hand with the options we were looking for. They didn't,  but they did show us one they had on hand. We had some standard questions: - What color interior was available in the Platinum and/or Platinum Reserve models? - Are 2nd row captain seats available in the Platinum model? - What service provides the maps for the navigation system (NavTeq, MapQuest, etc)? - Does the vehicle have Android Auto? (Syncing phone navigation to the car) - What are the general financing options/incentives available? Sheila told us she wasn't sure. While we were waiting, we paged through a vehicle brochure and pointed out (to her) where we found the answers to our first two questions. Nick found answers on the 3rd and 4th questions. When we asked about financing, Sheila said "I don't know, that's a financing question.  My job is to just sell you the car."  I said "Can you tell me what general terms, rates or discounts there are?" She said, "No, I'd have to set you up with our financing guy." Imagine walking into a cell phone store, knowing exactly which phone you want and asking the salesperson some basic COMMON  questions and getting the repeated answer "Oh that's not me or my dept, I can't answer that." The salesperson is the face of the sale. Nick did much of the legwork tracking down those answers. He was also able to locate an Armada within 500 miles that included all of the options we were looking for. However, from a customer friendliness standpoint, there was a little to be desired for me.  We found out that I qualified for an incentive through my employer.  I asked Nick to call me when he knew whether we could get the vehicle he found. His response was "I'll follow up with your husband because he is the one that gets the discount." When I corrected him (that it was my employer) and that my name would be on the paperwork, he still called my husband with updates.  We left a deposit to secure the vehicle he found and Nick got it to his location the next day, which was great. When we discussed financing incentives, Nick was able to answer the basic questions we had asked Sheila. I told him we would likely finance through our own bank and it might take a day or two to bring the check but I forwarded him the preapproval from our bank. (We were approaching the weekend)  He said he could accept a personal check and I could deposit the bank's money on Monday. I didnt see the rush, since they had a deposit and a preapproval document from us. I like making sure my loan paperwork is in order before completing a transaction.  Nick wanted to hurry the deal along. I also worked with Luke in the services dept to discuss extended warranty.  He was friendly and took the time to explain all the options and pricing over the phone. Nick had previously told me we could discuss the extended warranty when we came to pick up our vehicle, but I wanted to discuss before finalizing the financing with my bank in case we wanted to add warranty. Again, it felt like unwarranted pressure. We purchased the vehicle, but I felt the salesperson was not equipped to answer basic questions. Having been a salesperson myself, I would never tell a customer "My only job is to sell you this car." Nick was great in finding the vehicle we wanted and answering questions, but his customer service demeanor definitely didnt come across as positive to me. I don't like being pressured into a timeline that suits the company rather than the customer nor did I appreciate being overlooked as a party to the sale. More

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new silverado just want to say thanks to all the people that made me feel welcome and took the time and explaining how things worked. was another great experience a just want to say thanks to all the people that made me feel welcome and took the time and explaining how things worked. was another great experience at gateway. More

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Customer Service!! Great customer service. Very prompt. Bought my vehicle and they delivered it 5 hours away the very next morning. Outstanding and would recommend them Great customer service. Very prompt. Bought my vehicle and they delivered it 5 hours away the very next morning. Outstanding and would recommend them to anyone in or out of state. More

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Came to the rescue not once but twice Extremely helpful in some very chaotic events that had me downright furious. Normally I feel like I'm talking AT someone about situations with my car Extremely helpful in some very chaotic events that had me downright furious. Normally I feel like I'm talking AT someone about situations with my car and they're just listening for an opportunity to hop in and state why they didn't do anything wrong. Not with Luke though. He actually seems to get why I was upset and why it matters that my car is fixed. I was about ready to burn things down, but he went beyond what I expected to make things right . I think if you have reasonable expectations and a legitimate issue, he will be able to find a resolution to make you happy. What more could you really want? More

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Negligent service center Took my truck in for an oil change and ended up with a destroyed rear differential. After leaving the service center I drove home, an 80 mile trip w Took my truck in for an oil change and ended up with a destroyed rear differential. After leaving the service center I drove home, an 80 mile trip with part of the drive on gravel roads, and didn't notice anything wrong right away. Truck sat for a week or so and I used my motorcycle for the time being. Once I started driving the truck again I noticed the rear end had some issues, grinding and howling noises, binding gears, lurching, etc. I looked under the rear of the truck and there was oil on the ground and all over the underside behind the rear axe. The service center had never put the plug back in after checking the rear differential fluid. I crawled under the truck and stuck my finger in the plug hole and it was dry, and I was able to pull out small pieces of gravel and small shards of metal. I filled the rear diff with 2 full quarts of gear lube (keep in mind the rear diff holds approximately 2.3 quarts of fluid) and was able to use a plug off a piece of farm equipment as a temporary solution. Called Gateway and explained what they did, and Don, service advisor, agreed to have the truck towed in and promised they would repair it at no charge as it was their fault. When I went to pick up the truck after it was "repaired" I was told that the only issue they found was a couple of bearings that were bad. Don said the gear set was in perfect condition. I took it for a drive in town and there were multiple issues, a deep howl from the rear end, the gears weren't engaging during shifts, and vibration. There were 2 times the rear end started to bind, quickly slowing the truck to a near stop, then the rear end would release and send the truck lurching forward. I was lucky enough to be able to apply the brakes in time to avoid hitting the cars in front of me, and the drivers behind me luckily were able to move in time as well. Took the truck back to Gateway and told Don and the service tech what happened. They told me that's normal and I just need to drive it for a few days to allow the gear lube to completely lube the bearings. I said I didn't feel confident that was the issue and that I didn't feel comfortable driving it when it's clear something was not fixed correctly. They kept insisting that it was not issue and they refused to take it back in to look at it again. Reluctantly, I left to start my 80 mile drive home. On the way home the rear end kept acting up with the same issues. I decided to take it back so I backed into an approach to turn around. When I put it in drive the gears in the rear end wouldn't engage and the rear axe just vibrated. After shifting from reverse to drive a few times there was a loud clunk, a groaning noise, then the rear end finally loosened up and the truck lurched forward. I left the truck at Gateway and asked the service advisor to pull the rear diff apart and make sure the gear set was actually intact and installed correctly. A couple days later Don left an extremely rude voicemail telling me I need to bring the loaner vehicle back and get my truck. He stated that 3 techs drove it and said it was "perfect," but, then later in the voicemail he said 2 techs put it on the hoist and listened to the rear axe with a scope and there's nothing wrong. It was clear from the way he spoke in his rude and angry voicemail that he was lying. I went to pick up the truck again and have driven it for a couple days now. It has the same issues happening in the rear diff. I know the gear set was ruined because of the gravel and water that entered the rear diff after the negligent Gateway service center left the rear diff plug out, allowing the rear end to run dry. So here I am, a disabled veteran, with a truck that I can't rely on, that isn't safe to drive, will not be able to pull a trailer; and Gateway refuses to fix it correctly. I would never recommend anyone to buy a vehicle from Gateway or use their service center. Update- After attempting to contact the owner of Gateway to discuss the issues they caused to my truck I received an email from the service manager, Luke Bentley, and he came up with a couple of ideas of how the situation could be remedied. Even though he did that, he also insisted numerous times that his service center was not at fault, even though they were the ones that didn't replace the differential plug allowing the rear end to run dry, and he would fix it just to be "nice." I asked that they just order a new gear set, axle shafts, and all bearings/shims/sleeves needed to rebuild the rear end, and to completely wash the rear axle assembly prior to reassembly. He stated that was just too much work for his tech to do. He then said he found a used rear axle assembly that he could order and would just swap out the rear end. I said I'd rather have the rebuild, but he was insistent that he would not do that, so I finally agreed to just swap it for the used rear assembly. He also told me the rear assembly would have a 12 month, unlimited mileage warranty on the axle assembly and labor. So, I took the truck back in when the axle arrived to have the work done. After a couple days it was done, June 7th. Before going to pick it up I called and requested that the old rear assembly be placed in the box of my truck because I would be taking it with me. I got the impression that they did not want me to have the assembly, and for some reason they removed the plug before placing it in my truck and gear lube ran out into the bed. Before leaving the dealership I asked Don where my paperwork was that listed out all repairs and parts replaced since this ordeal began. I also asked for the paperwork outlining the warranty, and the paperwork from the company they ordered the used rear assembly from, that Luke Bentley had promised I would get. Don printed out the paperwork from the first time they tried repairing it. I said that wasn't all the paperwork I was promised and asked to talk to Luke. Don called over to Luke's office and then said he would print the paperwork. I asked if I could talk to Luke, Don didn't say anything, he just grabbed the paper off the printer and handed it to me without saying anything. Once again he only printed the paperwork from the first "repair." I asked if that was it and he didn't answer, just turned away silent and pretended to work on his computer. It was clear that neither Don or Luke had any intention of doing the right thing. When I left the dealership with my truck it seemed to drive ok. Once I got to the highway I noticed there was vibration in the rear end, the vibration gets worse the faster you go, and it also causes some drifting issues. It's obvious that something was not aligned or fastened correctly. I put the truck on ramps and crawled under to take a look. The driveshaft seems to have a lot slack in it, which would explain the vibration that increases with speed. I'll have to hoist it so I can check everything else out a little closer. I have emailed Luke a few times to see if I could get the paperwork he promised me, and he refuses to respond. Also worth noting: when I had the truck up on ramps I looked over the underside of the truck. When I rolled underneath the oil filter I noticed the initials KC scraped into the side of the filter. When I change my oil at home I carve my initials into the oil filter, that way if I take it somewhere else to have an oil change I can see if they changed the filter. It's pretty clear they did not change the oil filter on May 1st, I'm wondering if they took the filter off and drained it before putting it back on or if they just didn't remove it at all. Either way, that is an extreme amount of negligence. The last time I spoke with Luke Bentley was when I dropped the truck off so they could swap the rear assembly. Before he brought up anything about working on the truck he kept asking me to remove my review of the service department. He told me other dealerships wouldn't be so nice to repair a vehicle when a customer leaves a bad review and he/Gateway were better than all those others because he decided to help me out. It was a pretty bold, and sad, move for him to ask me to take down a review when it was his service department that has been completely at fault from the very beginning. I have stated events as they happened, and their response to the issue and felt that everyone deserves to know what kind of service, or lack thereof, to expect from Gateway Chevrolet. So I will not be removing my review, I might even send this review to numerous newspapers to make sure even more people know how they operate. More

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Easiest Car Buying Experience EVER! I began my car buying experience online at the Gateway Chevrolet website where I first saw the Cadillac ATS that I just purchased. I was very pleased I began my car buying experience online at the Gateway Chevrolet website where I first saw the Cadillac ATS that I just purchased. I was very pleased with the amount of information I was able to find about the car just from the site. Lots of pictures with different views, lists of every spec you'd want to know about, Car Fax easy to find, everything you'd want to know. I'm a huge researcher, so this is very important to me. After determining from the website that that was the vehicle that I'd like to get, I scheduled an appointment with Alex to take a look at it. He had everything ready to go when I got there and we wasted no time. I never once felt rushed through the process, and he was very knowledgeable about the features of the car. The entire process ran very smoothly, and I even got a decent trade in value for my old car. Overall I'd highly recommend Gateway Fargo, and am very happy with the service I received overall. More

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Recall The service was very efficient, recall was done. Was informed that an oil change was due, also time for tire rotation. Was able to get everything The service was very efficient, recall was done. Was informed that an oil change was due, also time for tire rotation. Was able to get everything done and out of there in no time. Thanks!!! More

by TURTLE Verified Customer Verified Customer

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service Every thing I wanted done was taken care of. Plus all fluids were checked and filed. Tire pressure checked. Tread depth checked. Service was great and Every thing I wanted done was taken care of. Plus all fluids were checked and filed. Tire pressure checked. Tread depth checked. Service was great and friendly. More

by NPA8544 Verified Customer Verified Customer

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