Bill Luke Santan — Local services in Gilbert

Update : I want to say even though Saturday was a horrible experience as you can read below laShawn, the general manager called me and made it right. He not only listened to me go into detail why I was upset he did what a lot of business will not do take ownership of the issue and mistakes. The EV I was looking at was priced higher than the one I originally reached out about. The problem came when they put the price in wrong every thing else was the same, vin miles and ect. Lashawn saw my review online and called right away I assume after he talked to everyone and did some research of his own. He acknowledge that he could tell that I bought cars in the past and didn’t expect miracles. Apologized that they made such a big mistake . I thanked him and thanked him thought that would be it. He shocks me by further saying they are going to honor the price I was originally shower. Then they went a step further and gave me my gap/tire and warranty at cost. I have bought these products before and on a 2023 they are deeply discounted if they are not at cost for those that think they still made money. My car payment is not where I wanted it. The take away is I have peace of mind with a 5 year warranty that is specially for EV and it offer money back on maintenance. I also forgot he also waved the copays for my warranty services. Not many businesses are gonna take from their own profit and admit they made a mistake. They did this and went above and beyond in my opinion!! Thank you Brian and laShawn for everything

I have bought 6 cars and did trades in the last 10 years(2 car house hold and young adult drivers). The reason I gave two stars because the financial person I worked with Brian did his best and even told me he call me Monday if he could get me a lower payment. To begin I really did not want to purchase a new car. I had to because my car was total after a car accident. I started with trying to get approved first. My credit was not the best and knowing that paired with having a small down payment I did not want to waste any one’s time or mine. I called several dealers and turned down two deals because of payments. Not their fault. I talked to Helen at the Gilbert location and she sent me a preliminary offer. Told her I needed hard numbers before I could make a decision. She then had me fill out an application. They submitted it to the bank came back with an offer. I looked it over it was over the monthly payments. I figured I would cut back and make it work. I sent in all the documents the bank needed. She said I was good to go. I came all the way from Maricopa city. Was greeted told everything was a go, test drove the vehicle. Minor issues that the salesmen took care of he was not the person that messed up. Then he has me sign everything to hold the car I look everything over. I ask about Gap and other products. He brings me back the numbers and it was a 100 more then the original payment amount. I they tell me the the amount was wrong on the car not only what they showed me but also what they submitted to the bank. Sales manger came in and did nothing but talk . I fought to keep tears back as all he could say was they are sorry. Classic bait and switch to get me in the door is what most would think. I do believe it was a error on price but the emotional stress this put on me needing a vehicle and knowing my credit score which is already low is going to go lower I felt I had no choice but to take it. I should have not switched dealership my family and friends I have referred to for years had no electric vehicle only reason I called them. I always put gap and warranty on my cars. With the gap I am going to struggle and to and even more stress I can not afford the payment with a warranty. I should have walked out and said forget it but I was worried with a already low score if it would stop me if I chose some where else. Even though I looked over VIN numbers numbers, everything that I was supposed to to make sure my paperwork was right at the end of the day this dealership sent me and the bank the...

Shaky start but they stuck the landing.

The purchase process: I purchased a 2016 Murano. The experience was fraught with frustration from the beginning. From a dead battery, to a filthy car for delivery, things didn’t get better from there. I was paying cash so I knew that the transaction should not take long. I continued to ask the sale rep if someone was coming to pick up the car to clean it, as I did not want to be waiting there when the deal was done. He just brushed me off and said someone was coming to pick up the car, not to worry. 45 minutes later, the transaction was complete [as I was paying in cash], and sure enough the car had not been returned. I was sitting in the sales guys office, waiting for an update. He could tell that my frustration was building, and hid in another part of the building. An hour and a half later, I finally track him down, and tell him just to get my car back. He told me that he could not directly talk to service or go to the shop to find out what was going on or he would get fired. When the service department finally responded they indicated that a part had fallen off of the car, and they would have to order it. When they finally return the car and the errant part is just hanging down off of the car. They didn’t even tape it up.

I finally left in disgust to pick up my wife that had been waiting in the rental car dealership for the same 1.5 hours due to this fiasco. Post Sale: Be aware, there is a state mandated 500 mile or 14 day warranty. The dealership will only reluctantly tell you about this. I had researched this vehicle prior to purchasing and was aware that it was prone to transmission problems. As I drove the car, I had a sense that the transmission was slipping, so I immediately called to make an appointment prior to the expiration of the warranty. I had them check basic functionality, park brake, fluids and replace the aforementioned plastic door strip replacement. I also asked them to check the slipping transmission. After a 6 hour wait, [it is now 4pm on a Friday afternoon] I am told, in fact your transmission is going out. I am devastated as that is a $3-5k repair. [it turned out to be $6600]. I am very upset, but fortunately the service representative was proactive and was looking for options. [BTW, the service representative was the only bright spot in the entire experience]. She was the only one that seemed to care about customer satisfaction. Sales agreed to replace with a used transmission [54k miles on it], and a rental car for the weekend. The service rep. called me Monday morning to tell me, that Sales [whoever that is] had only approved the rental car until Wednesday, the day the part was coming in. She had initially told me that they would pay for a rental car until the repair was completed. Only reasonable as, I did nothing to put myself in this position. Ultimately, they did pay for the rental until the car was repaired. Fast forward; This transmission failed. Kudos, to the service technician that, determined, it was not right rather than just returning it to me. A second used transmission was ordered. It was delivered, broken. Two weeks had passed at this point, and the service rep that I had been working with had left the dealership, and I was turned over to a new person. This made me very nervous. Turned out she was great, and even more proactive than the first. Finally, it was determined, that I had gone through enough, and they approved a new transmission, with a new transmission factory warranty. I was pleased by this outcome. Too bad it took them so long to get there. So far so good. Conclusion: The sales experience, was less than satisfactory, but they made up for it with a favorable...

I started to give details of the entire experience but I actually ran out of room so instead I'll just make a list.

• Greeted by Manny, nice guy, good customer service • Took nearly an hour for personnel to bring the vehicle up front for a test drive • Manny seemed a bit embarrassed or possibly nervous when a small amount of mud was seen in the engine bay (this continues) • Almost ran out of fuel on the test drive • Credit check was prompt • Met with Alfonso for the signing • Alfonso attempted to sell many types of protection packages (which took the most time) • Agreed on GAP and a security package only • Security package was described with the ability to limit speed and disable the vehicle through an app (which is not true) • I was told security would have to be installed along with a radio screen at a later date • Left the dealership with no fuel • Discovered fuel cap missing at the gas station • Returned to the dealership and an employee removed a cap from another truck to install on the truck I had just purchased • At home discovered large amounts of mud on the undercarriage and packed inside the frame • I removed enough mud to fill a 3 gallon bucket 2.5 times • I received a call the next day from Alfonso advising me GAP had to be removed due to loan to debt ratio • I was able to inform Alfonso of the mud which he then took the opportunity to sell me a warranty. • The security and screen was installed and the installer did not replace a part of the dash • While searching for a keyless entry code a trim panel was removed exposing the wiring harness that runs along the floor boards encrusted in mud. • Advised dealership through email and phone what was discovered • 3 days go by before hearing a response • An appointment for service/inspection was scheduled • Service advisor Lucy was dismissive when trim pieces were removed exposing the mud buildup along the floor boards • An attempt to contact sales was made while at service with no response • While in the waiting room I noticed Alfonso arrive and speak with the service advisor • Alfonso leaves without speaking with me • Lucy advises that there is no evidence of flood damage that the inch plus build up of mud is abuse from previous owner • While attempting to verify future issues to be covered by the warranty, Lucy becomes extremely argumentative and another service advisor steps in to answer my questions • Left service with only an interior exterior wash, mud is still present under the trim that now has broken tabs

The Bill Luke dealership was founded by the same Luke family of the WW1 ace that Luke Air Force Base is named after. This is an absolutely disgusting way to represent such a legacy as that. Shame on those involved for misrepresenting the...