Do you trust your car dealer enough to recommend them to friends and family?
Purchasing a new vehicle is a decision that most of us put a lot of consideration into. Are you thinking about that right now? Is the dealership you purchase your vehicle from also the same place you intend to get it serviced?
A lot of options are available and an informed purchase is always best. Before you make up your mind, Gateway Toyota invites you to read about what people are saying here on this blog and on their Google Reviews. You are encouraged to leave one of your own so others can also share in your experience.
October 31, 2012
To Chris, Lois, Troy and Rocky and the rest of the service team at Gateway Toyota,
I recently came in with my Sienna for a minor service and again was astounded by the great service I received. When I mentioned that I had forgotten to load my winter tires, Troy worked it out so that the shuttle driver would pick them up for me when I was taken home. When at home, Rocky not only helped me load the tires but he also dropped me off at my mom’s house so I could get her car to use. I can honestly say that I feel as though the service I have received from Gateway Toyota every time I have come would be described as exceptional. We have had our Sienna for over 9 years! Thanks to everyone at Gateway Toyota.
Your Truly, Manilia Ritz
October 24, 2012
Good Morning Wayne,
I just thought I’d touch base, and tell you that so far. we absolutely are CRAZY for our new van!! It’s a great vehicle. Your service was fantastic, and Carlos was a pleasure to deal with.
I was in touch with 4 different Toyota dealerships in the city, over email, since Saturday. Your dealership, well Carlos in particular, was the only one who got back to me in a timely fashion with all the information I was seeking. Carlos was even connecting with me from home, before his shift even started on Monday!
I think you are aware, that buying a vehicle is a stressful and sometimes overwhelming process. Shopping around is difficult, but if you know what you want (like we did) it shouldn’t be. I was able to literally ‘shop’ this weekend, while my three kids under the age of three, played in the living room. I was able to negotiate price from my desk over email, during my work day. The process was much less intimidating for myself being a young woman as well, who in my case, doesn’t know a lot about cars. I want you to know this because, I think your dealership is a step above the rest when it came to the internet. I hope you continue to use it as a tool to bring you good business and to provide great service. I plan to recommend my friends to your dealership as a result.
If you have ‘higher-ups’ in your business, please forward this email onto them as well. They should be aware of the great job you and your sales people are doing at Gateway.
Cheers, and have a wonderful day!
Mr. Neal Gratton, President
Please accept this note as our sincere appreciation for a bonus gift certificate from Carinosa Portraits which was included with the purchase of our RAV4 vehicle from Gateway Toyota.
We were very impressed with Daryl McCall, photograper and his ability to capture the best smiles from our grand children and family members during our recent photo session. We love the quality of his work and the photos we have selected will be treasured for many years to come.
Again, we thank you for this great promotional gift certificate. We will continue to tell our friends and family what excellent service we have received at Gateway Toyota! All the best!
Valerie & Bob Kaufman
P.S. My vehicle is also a pleasure to own and drive!
I was at the dealership to buy out my Toyota Corolla this morning. We were refered to Mr. Glen Wyatt at your used car location. I never ever thought we would be expecting top class service. I have never come accross an individual of this calibre for the twenty years that I have lived in Canada. He was very polite, kind, professional and treated us with respect. Our experience with him was of so high standards and we felt proud doing business with Gateway Toyota. This gentleman makes your dealership top class.
To the Management of Gateway Toyota,
I am driving my second Pruis, this one purchased at Gateway instead of **************, and am very happy with the Prius.
I am writing about your service consultant, Troy Vinthers.
I had occasion to bring my Prius in for a problem with a scraping noise behind the passenger front wheel and as I couldn’t get to the problem due to the location behind the wheel, I brought it in to your Service Department where Troy booked me in and got the problem fixed for us.
He is very personal, knowledgeable, and has a great demeanor of dealing with his customers.
He is very easy to talk to, and all in all a terrific employee for your company.
Harvey and Carole Streitz
From: Julian Mayne
Sent: Wednesday, June 6, 2012 at 3:06 PM
To: Doris Eacott
Subject: Thank you
Dear Ms. Eacott,
Thank you again for “fixing” the recycled winter tire issue so quickly and competently, accepting responsibility for the error.
I really appreciated the way you took control of the situation and resolved it, looking out for our needs.
We purchased both our cars at gateway and they continue to serve us reliably.
You provided great customer service.
Sent: Tuesday, May 01, 2012 9:36 AM
To: Neal Gratton
Subject: SHOPPERS FEED BACK- GOOD QUALITY CUSTOMER SERVICE
Its give me immense pleasure to write you this e-mail. I am a Toyota Customer since 2008 driving Toyota Yaris and Toyota Corolla. Last week I decided to buy a Pre-owned car and my first preference was Toyota Corolla, if I could get a good deal for a nice pre-owned car.
I walked in to your pre-owned show room (at Gateway Boulevard, Edmonton) to see various car available there, your Product Adviser and Sales Person by the name of Keala Hanna helped me in finding a good pre-owned car. I was double minded before meeting with Keala whether I should buy pre-owned Toyota or go for any other brand, but the good quality customer service, product knowledge convinced me that the car she is showing me really worth buying and because of her good advice and confidence in dealing with the Customer I finally bought Toyota Corolla CE 2009 with low mileage on it at a very good price and now I am happy while driving this car. I am committed to pass on this experience to all my friends and community members to let them know about the excellent services provided by the Toyota all over the Canada.
Once again I am thankful to Keala Hanna for her enthusiasm and personal interest in making the sale deeds successful, built the confidence in the customers so that they drive home good cars with peace of mind.
From: Dennis Lam
Sent: Wednesday, January 18, 2012 9:23 PM
To: Service Department
Subject: Lana Jefferey
I just to say that ever since I moved to Edmonton (2009), that it has been an absolute joy dealing with Lana when getting my vehicles serviced. She is very professional, sympathetic, and knowledgeable. She has always been able to show flexibility to ensure things fit into my schedule/plans, and I believe she has my best interest and the best interest of my vehicle in mind at all times. I tell all of my friend and coworkers whenever they have servicing issues at other places to ask for Lana at Gateway Toyota’s Pre-owned Superstore if they want something fixed honestly and quickly.
Ever since I moved and relocated my work to the north part of the city, I have not changed my servicing dealership to Kingsway Toyota even thought it is closer. I am very willing to drive out of my way just to ensure I get the customer service from Lana that I have grown accustomed to in the last 2 years+.
From: Francisco Fajardo
Sent: Wednesday, January 18, 2012 9:23 PM
To: Troy Vinthers
Subject: Re: Recommended Action Plan report for your 2011 Toyota Sienna
Hi Troy, Thanks for providing me with a detailed report. I am very happy with the service you provided me during my vehicle service – it was great service and above all you made every visitor feel at home while you took care of the servicing requirements. Great job!
Satisfied Toyota Gateway customer
From: Michelle Dendwick-Spak
Sent: Wednesday, January 19, 2012 3:17 PM
To: Neal Gratton
Subject: Our New Sienna
My husband and I purchased a beautiful new 2012 Sienna in November. We were replacing our 2004 Sienna. We also own a 2004 Corolla. I wanted to let you know that it is the people in your wonderful service department who are most responsible for our new Toyota purchase.
When we were ready to replace our Sienna, we also looked at Odysseys. We test drove one and quite liked it. Of course, once we drove one of the new Siennas we loved it as well. We could have gone either way.
The biggest deciding factor for me was the fact that I’d be continuing to bring my new vehicle for servicing at Gateway Toyota. Troy, Danny, Doris and Bonnie are just super! They are always professional and pleasant. And it means a lot to me that they recognize me when I come in and say hello if they aren’t busy, even if they aren’t serving me. An example of this was last week when I brought my new van to Gateway. Although Bonnie was the one who helped me, Troy and Doris both said hello and asked me about my new vehicle. I also appreciate that they explain the work that was done or needs to be done. They call to give me updates when my vehicle is in the shop and also call as soon as it is ready. These seem like simple things, but I know that not all places make such an effort to keep their customers informed. This kind of customer service is rare these days, and we value the pride this team takes in their work.
I believe it was an easy sale for Dylan, because your service team had made the sale before we even stepped into the showroom!
From: Brandon Scott
Sent: Wednesday, January 23, 2012 9:15 AM
To: Neal Gratton
Subject: Job Well Done
Good Morning Neal,
I am emailing you to recognize the outstanding efforts by your Gateway Toyota staff. We purchased a Tundra from Andrew Holden last year and were very satisfied with the experience. Thus when the need for another Toyota vehicle arose the choice was clear; although the circumstances were a little different this time because I wanted to surprise my wife with a 4Runner for Christmas. This was not an easy undertaking however it was pulled-off seamlessly thanks to the help of Andrew Holden & Amanda Lakusta. Even Rick Janes was there for the delivery taking a few pictures of the special occasion. The 4Runner had balloons, a red bow, and my wife was thoroughly surprised.
Thank you for making this moment one that we can share with our family and friends for years to come. Wishing you and your staff a successful 2012!
From: Marv Hasenbein
Sent: Wednesday, January 20, 2012 11:52 AM
To: Neal Gratton
Subject: My Recent Purchase
I just wanted to take this opportunity to thank you and your team for your prompt and effective service.
As we all know, -40 C is the best way to expose weaknesses in a vehicle starting system. When it happened the day after I picked up my new truck from your used vehicle showroom, you can imagine my anger and dismay. I contacted your team, they were immediately helpful and made their best efforts to quickly resolve the problem. Some say that it’s the response to problems and challenges with customers that are best way to truly measure the quality of a business.
Your team has scored an A+ on this challenge and I am very grateful!
Sent: Wednesday, January 04, 2012 11:30 AM
To: Neal Gratton
Subject: Subject: Mr. Doug Flanders
Attention: Mr. Neal Gratton,
I have been a customer at Gateway Toyota since 2000 when I purchased a 4 Runner and returned again in February 2011 to purchase another 4 Runner.
I was in to see Mr. Doug Flanders of your detailing department yesterday to have a few scratches removed from my vehicle. Mr. Flanders went above and beyond what was required of him and it was a pleasure to deal with him. It is so nice to deal with such helpful people who are still willing to offer such great customer service.
This just reaffirms why I am always willing to recommend Gateway to friends and family.
From: Randy Yeo
Sent: Tuesday, December 20, 2011 8:53 AM
To: Neal Gratton
Subject: Service Recognition
I would like to commend Gateway Toyota and especially Doris Eacott and Doug Dickson for their outstanding service.
I recently had my 2011 Toyota Highlander in for an aggravating noise in the headliner that could not be located or repaired from a previous visit. I was directed by Doris to have Doug take the vehicle for a test drive to try and solve the problem. In the end, I left the vehicle at the dealership and they removed the headliner in order to try and find the noise. Due to the length of this extensive job I was also given a rental car for the inconvenience of having the vehicle stay overnight.
Doug’s persistence has solved the problem where I felt some dealerships would have not gone to that depth to correct it. Both Doris and Doug kept me well informed through the entire repair.
Please pass my appreciation on to Doug Dickson and Doris Eacott for their customer service ethic and their professionalism that most people do not experience today.
Sent: Thursday, September 22, 2011 11:11 AM
Subject: Second Delivery Event
To Gateway Toyota:
I attended the second delivery event last night. I was impressed by the event iteself and the introduction to some of the people at Gateway I will be dealing with in the future. (not many dealerships do this as you know.) Rick (service tech.) demonstrated his knowledge of the Corolla very well and no question went unanswered.
I owned a 1988 Toyota extended cab 1 ton truck and was never disappointed with it. For the most part Toyota’s reputation is a good one.
The reason I purchased a Corolla is the reputation of going for a lot of miles with very little going wrong with it. (durable) I hope this one does the same.
I have worked on a few types in the past and was impressed by the quality of manufacturing that goes into the product.
I used to be an auto mechanic (licensed) and worked at Southgate VW and a Renault dealership among other places and I must say from past experience that Toyota is a much better product than most others out there.
I also know other Toyota owners that have their cars serviced by Gateway and they highly recommend your service dept.
From: Erwin Sumcad
Sent: Wednesday, December 08, 2010 10:55 AM
To: Andrew Holden
Subject: Satellite radio and survey
Hey Andrew, how’s it going? Hope you’re doing well and selling them cars!!
First of all, I just want to say how grateful I am for the positive overall experience that you have given me and Rosaly. I am very pleased to have met and dealt with you – the vehicle you were able to find for us is beautiful and is exactly what we were looking for! You made our experience enjoyable, easy, and most importantly, memorable. The “salesguy” has the job of making a great first impression not only for himself, but for the company he works for, and please know that you definitely made yourself and Gateway Toyota stand out on top of the other dealers and salesguys that I dealt with.
Secondly , our satellite radio seems to have kicked out. If it is still possible and just thought I’d humbly ask, would you be able to re-activate it for us? Again, just asking.
Thanks again Andrew for everything you’ve done for me and Rosaly! I have nothing but good things to say. I’m already making plans for our road-trip down to Edmonton to get our Rav 4 serviced for the first time – probably in March or April. I want Gateway Toyota to be “the first” to service our new Rav – HAHA!!
From: Brad Gerrand
Sent: Saturday, September 04, 2010 1:37 PM
To: Neal Gratton
Subject: Excellent reference for Troy Baker
This is to give an Excellent reference for Troy Baker … although I probably bought the lowest priced car on your lot, I received superb service as if it were the most expensive car on your lot … and his followup was as well courteous and thorough … you are fortunate to have such a personable member of youjr team … WELL DONE!! … I am a very satisfied customer … brad gerrand … 1998 Taurus …
From: Gallant, Michael
Sent: Tuesday, August 10, 2010 8:53 AM
To: Neal Gratton
Subject: RE: Please Advise re. my truck purchase
Good morning Neal,
I was down to Edmonton yesterday evening to pick up my Tundra, and I must say I was more than impressed with the work that your guys did.
The truck looked amazing, and exceeded my expectations. The body line on the tailgate was much, much better, the roof drip molding looked great, windshield was new, sonar functioned properly, and the paint was brilliant. I appreciate that they even dressed the tires and wheel wells. Doug Dickson left me a voicemail explaining that he addressed my concern regarding the rattling catalytic converter as well as the leaking exhaust flange.
When I started the engine, no rattle and no hissing sound. You went above and beyond my expectations and for this I thank you. Now that you have done this for me, I better realize that Troy’s actions are not representative of your business as a whole, and it appears as though this was an isolated case between Troy and myself based on Troy’s actions. I will continue to bring my business to Gateway due to the fact the you stood up to this issue and placed me, as the customer, first. Once again, thank you.
From: DEEPAK DAVE
Sent: Wednesday, October 28, 2009 8:51 AM
To: Rob Wood
Message for Rob Wood
I am a customer at Gateway Toyota and would like to commend a couple of your staff for their outstanding service and approach to customers:
1) Josh – Josh is in the Service Department and on the two occassions that I brought my Corolla in, Josh dealt with me with respect, and extremely politely. He has an excellent approach, is very knowledgeable and definitely adds value to your garage and the service team. I have not come across another mechanic who is so polite and customer focused. So well done for securing him to work for your team.
2) Ashley Pratt – I bought my first car due to Ashley’s frank approach to dealing with customers. I am likely to buy my second car from her due to the same reasons. She is also excellent in how she deals with customers.
Please pass these on to the relevant managers and I appreciate your help with that,
From: Ms. Olivia Martins
Sent: January 14, 2009
To: Mr. Doug Dickson
Dear Mr. Dickson:
Thank you for going the extra mile on my behalf with heat thermostat for my 2007 Corolla CE and most recently in solving frozen gasoline tank latch door (both problems a result of our Canadian drastic cold winters).
Your customer Care, expertise, and willingness to take the extra time to ‘rescue and explain’ take a load of my non-mechanical mind and ‘little shoulders’.
It is always so heart-warming to be treated as an esteemed and valuable customer by you and your well-chosen staff:
Troy Vinthers: Assisting and fixing flat tire problem on the spur of the moment.
Ryan Percy: For his masterful conflict resolutions skills and ability to remain in calm equanimity while treating the customer with utmost care and respect.
Shuttle Drivers: Dan Kelter, Darroch (Rocky) Wiseman, and Lynne McLaughlin for making what could be an unpleasant ride (as I suffer from motion sickness) an enjoyable time with pleasant conversation and professional courtesy.
Receptionists: They young ladies’ eloquent clarity of expression and joy…make every day of the year seem like Christtmas!
Mr. Dickson, again, thank you so much for all that you represent and have done for me and the other customers I get to meet (when I sit in your warm and cozy waiting lounge), who express the same gratitude for your exceptionally well-managed Service Department.
Ms. Olivia Martins
From: Peter Nagtegaal
Sent: February 10, 2008
To: Mr.Dan Moses
Used Car Sales Manager
Dear Mr. Moses,
On Saturday, February 8 my husband and I paid for and picked up our “new to us” car. We found your dealership exceptional in it’s service in so many ways that I thought I would write a letter to tell you how pleased we are.
Yes, we are very happy with the vehicle we bought, but in all honesty, we could (and have, in the past) bought a vehicle at any dealership or private individual and be pleased with the new car. But, Gateway Toyota has now shown us what true customer service is and in our past experience we have not received this type of service.
I have been searching for a vehicle for some weeks and when I wrote to Catalin Iancu in regards to a car I had found on line I got a very timely response. He was not aggressive in his sales in a way that would put me off. Yes, he was a definite ‘salesman’, but that is what I would expect. When my husband and I went to look at and test drive the car, Cat was very helpful in telling us about all the service work that had been done to the car. After we had made the deal, with a few minor stipulations, we thought that our service was over and that we would come back, pay for and pick up the car. It was not so simple, your dealership went farther than expected in repairing a timing belt that didn’t even necessarily need to be fixed and also fix some minor cosmetic repairs.
When we went to pickup our car, it was fixed, clean and warm (it had been started since it was very cold weather). We are extremely pleased with your staff and especially Catalin.
I work for a very large school board and my husband works in the construction industry, we know a lot of people through our jobs and we will be pleased to tell everyone that we have the opportunity to tell, wheat a exceptional dealership Gateway Toyota is, the great sales man we had in Catalin, the service we received and the beautiful car we bought.
P.S. This is the first time in 23 years that neither my husband nor I have a Toyota, one day you will see us back to buy one!
CC. Catalin Iancu
From: Dianne Hannen – Brown
Sent: January 5, 2008
To: Doug Dixon
Dear Doug Dixon:
I wish to thank you very much for your diagnostic skills, care, time and efforts on my car.
I wish to report to you that since you changed the motor mounts and what ever else you did recently, the serious vibration that developed in my car since August/September has clearly been resolved and returned to a state that was normal to the car previous to this time! (you noted that there is an innate vibration to some degree with this make of vehicle that is acceptable – I acknowledge this).
Although I have tried, perhaps very awkwardly (hopefully not inappropriately), to be humorous and congenial regarding some leftover issues, I have felt uncomfortably inept about the problems that have remained since the fall when you graciously attended to end of warranty issues by your own attention and expertise. I never take your efforts or time for granted or lightly- I am very grateful for your efforts as they were frustrating issues to solve!
I deeply appreciate your efforts to fix the issues, especially with the dropping windows in my Matrix – an issue that you have noted that is a characteristic with this model of vehicle. When I recently ended up with almost 10 gallons of snow in my car, it was a terrible event as it destroyed bills and important documents left on the rear seat as well as class notes and 2 nursing text books (very, very expensive). I was horrified, as well as alarmed as my is not safe when the windows drop as much as 2 inches!
How can I thank you for who you are, for your knowledge and expertise except to recommend you to Toyota, as I have already done, and to note to your boss the excellent work you consistently do. As well, Terry and I appreciate your ability to explain mechanical matters in layman’s terms, and you openness to receive personal diagnostics from the customer as clues to resolving problems.
It is due initially to your demeanor, and also to the friendliness and caring at the dealership, that we have bought another vehicle there and we are so very happy!
I wish to leave with you with an expression of my appreciation (albeit within my means as a full time student) as a token of my appreciation for your care and efforts.
Dianne Hannen – Brown
From: Fr. Vernon Regis
Sent: May 9, 2007
To: New Vehicle Sales manager,
Subject: Appreciation Of A Wonderful Sales-Person
In GREG GANDOKE, you have a wonderful gem of a sale-person. He is extremely courteous. His attitude is non threatening. His explanations about the intricacies of the vehicle are superb. He has an honest demeanor about him. His whole personality seems to say “Your time is my time”. He does not rush through the time we spent with him. He has a very persuading approach to his salesmanship.
I felt that I need to tell you about a person of great calibre and integrity. He is a wealth that money cannot buy. I wish him all that is wonderful and challenging in life.
An appreciative customer
Fr. Vernon Regis
From: Hazel ElborneSent: March 26, 2007To: Mr. Neal Gratton
Thank you Neal, for the opportunity to learn more about my Corolla at the Customer Information Session. (I thought I just had to turn the key!)
Todd was exceptional at explaining the parts and operation of the car. I have since passed the information along to my friends.
From: Sean Canton
Sent: February 19, 2007 10:51 PM
To: Neil Gratton
Subject: Troy Vinthers
Dear Mr. Gratton:
Please thank the Gateway Toyota Service Department, and in particular Troy Vinthers for the exceptional customer service he provided.
During September 2006, I had the misfortune of having my 2002 Toyota Camry stolen and damaged. After speaking with Troy on the phone, He arranged to have my car towed to Gateway Toyota where further inspection was required to assess damage. Being unfamiliar with the manner in which insurance claims are handled. Troy provided information and put me in touch with a body shop that was able to meet with me and discuss the process. Troy quickly assigned the vehicle to a senior Toyota technician who was very thorough in determining the repairs required. Once the mechanical repairs were completed, Troy arranged to have the vehicle taken to the body shop for the necessary body repairs.
Throughout the process Troy updated me regularly with the progress helping ease the stress of the situation. His knowledge of Toyota vehicles and experience with service advice was invaluable to me.
Please convey my gratitude to Troy and thank you for having such helpful and knowledgeable employees at Gateway Toyota.