Carter GM Burnaby

First, credit where it’s due; the car drives well and I have had no problems with it whatsoever. Hopefully, my review of this dealership is not a reflection of the values of GM as a whole.
Summary: Zaheed was great. Roger was great. Linda made the whole experience terrible. Had to pay more than we originally agreed upon.
Review:
When I first started looking at the Chevy Volt 16 on the internet, I was very interested and wanted more information. I had called several dealerships, and it wasn’t until I reached Zaheed from Carter GM, that I reached someone who knew what they were talking about well and was willing to help.
After having talked with Zaheed about the vehicle, he was very helpful in pointing out the different incentives that I would qualify for given that it is an electric vehicle (EV). Seeing as he was extremely helpful and not pushy, I decided to go ahead an put in an order for the vehicle. At the time, since the car was just released, he set my expectations for the car to arrive in 2 months since it was still being produced. During this time, he kept in contact to ensure that I was well taken care of and he even gave me updates as soon as he received them. I was also in touch with Roger from Financing, who was very nice and thorough on the process and expected rates.
After a month, Zaheed calls to give me good news, letting me know that although the car I ordered was still being built, Carter GM was going to be receiving stock of the Volt 16 that was exactly the same as I requested. Asking if I’d be interested, he reserved the vehicle coming in earlier, allowing me to get the car quicker.
When the car arrived, he gave me a call to come in and take a look. It was everything I was originally looking for, with one exception: it had an extra car charger. Letting Zaheed know that I wouldn’t need a second charger, he kindly mentioned that it wasn’t a problem and he would chat with Linda the Sales Manager.
Here is where my experience turned from one of the most positive I’ve had to literally the worst customer experience ever. To better illustrate my point in a slightly poetic way, it was as if Zaheed and Roger baked the most delicious cake, and Linda the Sales manager came in, took the cake, threw it at my feet and decided to trample it some more.
At this point, after looking at the car, and being assured that the second charger was a non-​problem, I was happy and was ready to go ahead with the purchase. Then Linda came and said that she would not be able to remove the charger from the vehicle order because that’s how it came delivered. I asked if there were alternatives to the situation, such as having the part go to the parts centre for other customers, or even taking the charger and putting it into the car (that I originally ordered) so that someone else could benefit. She quickly said «No» and that it wasn’t something she could do. She said that I can try to sell the second charger by myself afterwards, since she had «no clue what to do with a charger» and that she «won’t be able sell it».
How could she not find to sell it to? She is the SALES manager of a large car dealership, whose entire role is to lead other SALES people to SELL product. Secondly, why did she order the second charger in the first place if she can’t sell it?
During this time, she was very rude and mentioned I can take it or leave it while continually raising her voice (who does that?) albeit Zaheed and I trying to keep our conversation civil. I let her know that if this was the case, I would be OK with waiting for a month for the car I had originally ordered. She quickly became very defensive and said that she was certain that the car would not arrive any time soon and to expect to «wait maybe 3, 4 or even 5 months.» Given that the car I was using at the time was experiencing issues (she didn’t know about this, so I highly doubt it’s some elaborate sales tactic), I needed a car for work so I decided to go deeper into the rabbit hole.
Long story cut short, I ended up being forced to pay for half the cost of the charger on top of my purchase (while not receiving the charger at all) to take delivery of the car. With a bitter taste in my mouth, I didn’t end up purchasing any accessories at all since I wanted to get out of there for good (it took 6 hours to deal with Linda).
Despite everything, thanks to Zaheed and Roger for your excellent service; please know that none of this negative experience was due to either of you. With that said, aside from the oil changes included in my purchase, I won’t likely be back for any future car needs thanks to Linda.

Had a terrible experience buying a new truck from Carter GM Burnaby (Brentwood Location). My sales man was very nice and I was impressed with him at first. I had come in on a Saturday and was in the market for a New/​or Lightly used truck depending on the deals given and my budget. As it is the end of the season my salesmen advised me he had a special promotion to get rid of New 2014’s as they were making room for the 2016’s I was excited because he said he would give me a fantastic deal. I told him I had to think about it and discuss it with my wife. After my wife’s approval I came in first thing Sunday (Fathers Day) to give it a look. We took it for a quick test Drive and he started explaining some of the features of the vehicle as the sticker with the options had already been removed from the window. It had the extra tow package, Bluetooth wireless, crew cab, and On-​Star that hooks up to your phone and tells your engines diagnostics/​maintenance schedule etc which he would show me how to hook up after we got out of the business office as it now was getting late (I had gone home and come back after some thinking). we negotiated a price that we both thought was fair and it now being the end of the day he quickly shuffled me into the business managers office to sign. Whilst I was in there he came in to tell me he was hooking up the on star package and would be back to see me when I was finished with my bank documents. The service was fast and I was quickly approved. He came back and got me and we went off to the on-​site insurance to get all my insurance up to date. He was kind enough to even drop me off at my house as I drove our other vehicle in there that day. I work shift work out of town and had to catch a flight out the following afternoon, so I didn’t really have a chance to get in play with the features or drive it anywhere. I went to work up north. I was surprised to get a phone call from him a couple days later asking how my new truck was. I told him I didn’t really get a chance to drive it nor could I hook up to the On-​Star and still required his assistance. He promptly told me that this truck didn’t have hat feature and he told me on The way to the insurance office. I replied to him that even if he had told me, which he didn’t. It was after I had already purchased the car and signed my name. I told him I would have taken issue with that immediately. I asked him to please have it installed on my truck as per our agreement. He went to his managers and installers only to find out that you could not add this On Star feature to my truck and asked me if I would like to add fog lights and a spray liner free of charge to the truck as I showed interest in adding fog lights during our sales conversation. i was told I could add the fog lights at dealer cost along with anything else like wheel well liners etc. I told him I would rather have them just put me into the same truck or similar with he options I purchased so he looked into it for me and found a new 2015 truck with the same options plus the On-​star that I purchased but it would be an extra 50 $ every 2 weeks. I wasn’t impressed, as I am now being upsold on a feature that I was sold initially and now paying for their mistake or just bad business practices. I declined told him to find me a 2014 for a straight across trade. He refused. I got a text later that night from him saying he knew he made a mistake and asked me to help him out. I took the night to think about it and would like to install the fog lights and trade in my plain wheels for something a little nicer. I thought this was a fair trade. He said he would see what he could do, but then just referred me to his sales manager. By this time now I had made a complaint with GM Canada and a file made as I could see this was heading in a negative direction. The ambassador as they called themselves on the hotline was very helpful and kind. Looked into my bill of sale and saw that the feature was listed on there with the word DELETE written beside it. She said it was weird and she had never seen that before. She mentioned she would be inquiring further with the dealership and would get back to me within 72 hours. I then got a call from my salesmans manager who stated that it also wasn’t possible to add fog lights to my trim level of truck and that the shop quoted her 1500 $ to do the work even if they could they wouldn’t. I told her that I had made a formal complaint with GM Canada and she just brushed it off saying «that’s not going to do anything they might call and ask what happened but that’s it» she then tried bully tactics with me and said that the option of onstar was on 350 $ and she would be generous and give me 500 $ for the miscommunication to use on either the spray liner or whichever I choose. I don’t understand how if the feature is only 350 $ then how could they justify charging me an extra 50 $ bi-​weekly for the same truck with the option. Shiny trucks empty promises!

I bought a used Acura from David Palermo at Carter GM. The service I received was excellent and he has been going the extra mile to make sure I’m happy. Unfortunately there were some issues with the vehicle to begin with and the other dealership the car was purchased through was difficult to deal with, but Carter GM has been very helpful in trying to resolve those issues for me. I am not likely to purchase another vehicle through the other dealership, but I am more than happy to return to Carter GM and deal with David again in the future, and I will continue to recommend him to anyone I know who is looking for a vehicle.

I posted earlier about my terrible service apt, and how upset I was with the poor service and that I would never go back there to get serviced or buy. Thought I should give a update…
A manager called later in the day and asked if I made it to my service apt… obviously the service rep I delt with did not go to his manager like I asked.
I told him my experience, he apologized and is going to look in to it said he would try to do something for me and would get back to me.
I should have just asked to speak stright to the manager the second I was receiving poor service when I was there, leson learned.