I reached out to Gateway Chevrolet a week ago for a specific Trax advertised on their website. I spoke to Mike Roberts on the phone and setup time to look at the vehicle the next day. Mike took the time to locate the vehicle on the backlot in advance. He was friendly, helpful, honest, transparent and professional through the entire transaction. Mike helped simplify the negotiation process with his management, and after a few rounds of rather simple negotiations, we landed on a deal. I left a deposit so that we could return later in the week to purchase the vehicle for my girlfriend. When we returned, Mike had the car cleaned up and ready for delivery. Finance was generally straightforward, though I found the verbal description of Chevrolet's initial factory warranty versus their Platinum Protection Plan not wholly accurate. The manufacturer's initial 3/36 bumper to bumper warranty does cover all components including electronics, however, the 5/60 powertrain warranty does not. This level of clarification would be better imho, but the overall doc process was friction free otherwise. Then unexpectedly things got weird... We went to take delivery of the vehicle and our salesman was installing plates. An unknown woman who didn't identify herself or even greet us then said "You're not allowed to leave yet. You need to setup Onstar first." My girlfriend asked for more information about Onstar. The unknown person tried to explain but caused more confusion. So then I had to try and clarify more while the unknown person spoke over me. I pushed back and mentioned that we had a long drive home in rush hour traffic, and if we could finish the Onstar process at home. She mentioned that this is how our salesman got paid. I told the unknown person that I've purchased seven Chevrolets (and seven Cadillacs btw), and no dealer has ever required this. Nevertheless we capitulated as she claimed it would take five minutes. We pressed the blue Onstar button while she hovered with the driver's door open monitoring us. After four minutes of creepily watching us, I asked the unknown person very pointedly if she still needed to be here. She responded "You're free to go" and walked back inside. I understand that Gateway recently went through a change of long-term ownership from the Gambino family to Ken Garff. So I can't decide if this is a legacy business practice or new one installed by ownership. Nevertheless, I'd ask the general manager of this Gateway store to consider a few things: I'm guessing that the dealership receives some type of financial incentive from GM for Onstar subscriptions. That is totally fine, and I get the business side of all this. However, I would consider arming and incenting your delivery person with a little bit of customer service (or hiring one with some basic shred of human empathy). This is my girlfriend's first new car. And instead of getting five seconds to enjoy that moment, it was all ruined. She was accosted by an unknown person at the end of what can be a long and confusing process. This person ordered us around and used phrases only used by police officers. You're free to go?? Honestly, I was livid. I've typically purchased my Chevrolets from John Simonson at the Thorobred dealership before it was purchased by Earnhardt. Most of his folks would approach this same closing process with something like "Congratulations again! If you have ten minutes, can I show you some of the features of your new car and help you get Onstar setup?" When I purchased my Optiq recently, they didn't even care about Onstar. They focused on making the experience and delivery as seamless as possible. In short, my salesman was great (thanks again Mike!), finance was generally friction free, but the delivery experience has now put any Ken Garff dealership on my blacklist. read more

I am not one to complain but in this case i have to make a exception. This Corvette I just purchased is the third vehicle from this dealership. Old owner for first two. I worked with Donald Cummings the Sales Professional for this purchase. My complaint is not with Don as it appears the ones above him caused the problems. We agreed on a monthly payment and both of us initialed the agreement. He went back into the main sales office and brought completed papers back. He made a comment that they (his mgr) increased the monthly payment a few dollars but not that much. It was around $25.00 a month.Now to alot of people thats not much but to me that is and its not what we agreed to. Then comes the credit guy all smiles. He shows me the agreement I signed with Don before I knew they had changed the agreed monthly payment amount. I grabbed my old license plate and asked for my keys as I am not in agreement with the increased monthly payment. He of course said Oh no wait a minute. He left to speak with the sales manager came back and started looking for another lender with lower interest rates. He found Desert Financial which he said would lower the payment to our initial agreement. He walked me through the various forms, handed me a flashdrive and that was that. I met Don who said my Corvette was ready outside. I walked around the car and told Don who ever detailed this car should find another career. The car was dirty both inside and out. Don says he cant put on the license plate as they didnt install the bracket screw locks? Don says bring it back later and he will have it properly detailed. Fact is I live in Surprise so I would waste a day bringing the car back. Its not over! When I got home I installed the flash drive and it was empty. I have now requested printed paperwork and a flash drive. No response as of today. After all this mess I will not be back with this dealer. Be very cautious if you deal with these guys! I was unable to verify the exact monthly payment until I received information from desert financial. It appears the payment is still higher than the initial agreement. Get signed paper copies of everything you sign before your final agreement with this dealership. read more

Time is of the essence. I understand that dealerships at time can be busy but I truly believe this place can do a bit better with the turnaround time to perform a routine service / oil change. I came in on a Tuesday appointment mid day and got checked in pretty easily. The only quarrel I have is that it took 2 hours to finish a regular scheduled maintenance. Luckily they have a lounge area with coffee and tables seating with power outlets so I got some work done while waiting. The service personnel were very nice. Again the only reason I put a 3 is because of the wait. Perhaps staffing may be an issue and I believe they can do a better and quicker job at finishing because I take our other vehicle to a dealer literally down the street who gets us in and out in an hour or less. read more

Here's a cleaned-up, sharper, and strongly negative version for your review: Do NOT take your vehicle here for service unless you're okay with your belongings being stolen. I brought my vehicle in for service and was never informed--nor did I sign anything--stating the dealership wouldn't be responsible for lost or stolen items. You would expect a large, reputable dealership to have trustworthy staff, but clearly that's not the case here. I accidentally left an expensive item in my vehicle. When I returned to pick it up, it was gone. No explanation, no accountability--just gone. I reached out to three so-called managers (Robert, Dustin, and John), and not a single one had the decency to respond. The complete lack of professionalism, communication, and responsibility is unbelievable. At this point, it feels like this place either tolerates or outright enables this kind of behavior. If this is how they operate, customers should seriously think twice before trusting them with their vehicles--or anything inside them. Take your business elsewhere. This dealership clearly does not value its customers or their property. read more

I bought a new Equinox from them. They charged me $520.92 for registration on it. Got my tag in the mail and Az dept of motor vehicles only charge $496.96. Trying to get my money back they over charged me is like pulling teeth. I spoke to Jeremy (a manager) who gave me some song & dance, that it happens all the time. I may get a refund in a few weeks. I told him that was unacceptable and ask him is what they do to everyone. He then yelled he does not like to be called a thief and hung up on me. Check your paperwork very carefully with them. read more

I have made multiple attempts to reach John and Dustin, but my calls are either ignored or sent to voicemail. All I want is for my truck to be properly repaired, yet I continue to receive excuses instead of solutions. If this is not resolved promptly, I will be moving forward with legal action. read more

Don't waist your time going to this dealership. Also know as Ken Graff chevrolet. I went there to test drive a certain vehicle. The vehicle that I wanted was not in stock, so they wanted to order it. They came up with a dealer order sheet, but added dealer add ons before they even have the vehicle. ie; window tint and door edge guards. To the cost of $998. Which we all know is a HUGE dealer markup. I refused to pay for them and told me "this is their offer and there will be no negotiation. I have bought many a new cars and never found one who would not negotiate what after market products they are going to put on your vehicle so they can get a huge markup of of you. BEWARE of this dealer. When I told the salesperson that I don't think we are a good fit, He gave me the thumbs up. Well, it's a thumbs down for this dealer. read more

I took my truck in to get transmission replaced paid close to $8000, Transmission went out 2 weeks later, And they basically told me to kick rocks because they were not going to honor the warranty of " 30k miles or 3 years " read more

They will not honor your VIP package if you move out of state. I moved out of state and I'm out all that money for the extended warranty I had purchased. read more

Bought a brand new chevy Silverado 1500 duramax with 11 miles, has been nothing but problems. I've had to replace the whole fuel system, replaced sensors and so much more.. Service is horrible, finance sells you on buying all the warranty but to diagnose your vehicle takes DAYS of not weeks to just get looked at. Good luck if you need a part most are on "back order". Will never purchase a vehicle through this dealership again. read more

Came here again! And Zach told me it was absurd to ask for a rental car if I am coming in for an oil change. He's Caucasian and I'm Hispanic so it makes sense to why he was being rude and ignorant. These people should not work here with customers of all races. Contact the BBB because this is insane. read more

Bought a $85k truck came with one free oil change, I work in Texas when first oil change was due got it done there, I have truck in Az in time for second oil change and Gateway told me oil change is for first service ONLY and would not honor the one free oil chang. I guess a 100dollar oil change is worth loosing a two time customer read more

new truck less than 2k miles engine light on no acceleration made an appointment yet just to read code takes two to days in the shop. when asked why even make an appointment if you can't even have someone look at it the same day the response was that it is typical to have a 4 to 5 day wait before a technician can even begin the process. this is a poorly run service department that over books and inconveniences the customer. they will not provide a loaner until the diagnosis begins. never again stay away from this dealership. piss poor service and a don't care about new truck sales read more