Ryan Lapierre | Page 37

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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