heartland chapter of women on wheels local motorcycle club

Customer Testimonials

Gateway Harley-Davidson - St. Louis, MO

James A. McCaslin
President and Cheif Operating Officer Harley-Davidson
September 2, 2008

Dear Rene'
I received a letter from a very satisfied rider, who had service performed at your dealership. He had mechnical problems, while on his way home, and your staff was able to get back on the road in record time!

He was kind enough to write me and couldn't say enough great things about your shop.

Please extend my personal thanks to your staff for a job well done.

Sincerely,
James McCaslin
Harley-Davidson Motor Co.

A Letter from Larry A. Wolfe
July 29th, 2008

Dear Chris,
I’d like to thank your staff for their superb support to me last week. I was on my way home after a month on the road. My 2006 Harley Ultra Classic died just east of St. Louis, and (with great thanks to Kenisha at Road America) I soon found myself at your dealership.

Jack Dugas was first on the scene as I rolled my bike off the tow truck. He got the process started and “JZ” had me in “the system.” At that point, both Jack and Buzzie literally attacked the problem, quickly coming to the preliminary diagnosis. Buzzie whisked my bike to his rack and started in-depth diagnosis. Within a few minutes, he had found the problems – worn out fuel couplings! He got the parts, fixed everything, and had me on my way before closing.

Okay. So far, most of that is probably “business as usual” in most places. But here’s what sets Gateway Harley-Davidson’s Service Department apart from the rest:

1. Jack was hard at work even as Buzzie was wheeling my bike to his rack. Based on what they thought was wrong, Jack researched all the parts that might possibly be involved, and ensured that they had all those parts in stock. (What? Not knowing what was broke, he looked up every conceivable part that might need replacing, just to ensure he had them on hand? Yes, it’s true.)

2. Both Jack and Buzzie made sure I understood everything that they were doing. In fact, Buzzie came out to tell me what he was doing at every opportunity: what he planned to do, what he was doing, showed me the old parts and the new parts to show the difference, and explained each process. After he tested his repairs and road tested the bike, he made a point of explaining to me again what he did!

In short, these fellas demonstrated the most customer focused service I’ve ever seen – anywhere. They made me feel like I was the singular most important customer in the dealerships. (which, of course, we all knew wasn’t true).

Thanks to you and your incredible staff for saving my day!

Sincerely,

Larry A. Wolfe
Prattville, AL

A letter from LTC Larry Tefteller
Aug 2nd, 2008

This is a big thank you for the great service I received last week. I was on the road 1,000 miles away from home and sprung a bad oil leak. I called and talked to Curt, he had me bring it in the next morning. Jack took care of me, the mechanic found the problem and fixed it that day. Jack had someone take me to my hotel downtown and came back to pick me up when my scoot was ready.

Everybody was so nice including all the girls who took care of me while buying t-shirts. Special thanks to jack and his crew. It is very difficult to get that kind of service on the road in the middle riding season. I rode 1,700 miles back to the house with no leaks!! I appreciate it very much.

LTC James L. Lefteller
US Army, Retired

Gary,
You asked so I felt this it was important to tell you how my experience has been at gateway Harley Davidson. The 2008 Electra Glide Standard is the 2nd new bike I have purchased from gateway in the last 2 years (I have a 2007 Night Rod Special also). I moved to Missouri 8 years ago from Minnesota and until last year had purchased all my bikes from Donahue Harley Davidson in Minnesota, The owner of Donahue (Butch Donahue) has been a family friend my whole life and has always taken care of me. So I will frame my experience by Dept below:

SALES:
What can I say Jay, Jody and Dwayne were awesome; these guys went way above and beyond to have the financing approved and get me into the bike I really wanted and making the experience as painless as possible. These guys give 200%.

PARTS:
TJ and Zach were excellent they took the time to make sure I had everything I wanted for the bike and even took me out to listen to the different slip on’s so I would be happy with the sound and performance of the bike.

SERVICE:
Well I can’t say enough about the service at Gateway you have changed the whole culture around Harley service, I had my parts picked out and Jack said he would get them on the bike before I left (It was 2pm on a warm Saturday) Beamer came got the bike off the show room floor and had the parts on the bike and ready to go. Again WOW Curt and Herb made sure all my paperwork was done and the bike was washed and looked great before I road it home. I also want to add that my Night Rod is in the shop getting $5500 worth of performance work and Marion and Jack and all in service have been great on that also (yes not having my bike motivated me to buy the new one). I just cannot really explain how great the service is at gateway and how I send everyone I know there.

To wrap this up cause I could tell you how great this dealership is all day, I will say that shopping at gateway is like buying from a dealership where you have been friends with the owners your whole life. I hope you realize the level of service I was use to and how far above and beyond that you went with me. I can not wait till my Night Rod is done so I can tell and show everyone the monster of a bike you built for me. I also fell that your employees treat everyone this way from the guy buying a t-shirt to the guy that spends more then he wants to tell his wife about at your dealership. Contact me if you have any questions.

John Thurik
SAVVIS
Director, Hosting Architecture

A Letter From Joseph Graham
March 13, 2008
Gary and Chris,
Stopped by the dealership today to get some points added to my rider card for the mirrors I purchased for the bike yesterday and got an update on the bike.
At this point everything on the list has been done save one item. The running lights were inoperable due to the removal of the module harness that was taken off when they stripped the "cop gear" off the bike. Paul has it on order and hopes to have it in house and on the bike by tomorrow or Saturday.
Paul also told me he'd taken the bike off to insure that the shifting has been corrected. The shifter was not balanced and therefore not engaging at all times. But, to be safe, I asked him to take it out and put about 20 miles on it so that the transmission was sufficiently hot to expose and shifting problems which he agreed to do.
Once again, everyone has honored their word and I find myself in the position of having to write this note to let the two of you know that you've surpassed my expectations.
Hope you'll take the time to let Paul, Jack, Gary M., Curt, Courtney, "Beemer" and others who were involved behind the scene; how much I appreciate a job well done. As an old time biker and one who's been "hosed" more than once in the past, I continue to marvel at the exemplary performance of everyone I've been in contact with at the dealership. Curt originally talked me in to buying the Extended Warranty but based on the performance of the dealership thus far, I'd be amazed if I ever had to exercise its use.
A pat on the back and well done to all of you. Please pass the word around because it's seldom that people get compliments for going beyond a customers expectations.
I've posted you guys on the Google Site that I belong which boasts a membership of over 3,000 members from all over the country (Comat Vets., Americans M/C, ABATE, CMA, ALR and many more). These folks have known me for many, many years and trust my judgement. You guys got the AAA rating from me and I hope that when these folks pass through, they'll jump off the highway and drop some dollars!
Ride Safe, Proud, Loud and FREE,
Joseph Graham
aka "Fubar"
Charlie Company 3rd. of the 4th. CVMA

A Letter From Johnny Norville
March 3, 2008
I want to thank you both for every thing you've done and all your help. Both of you were understanding in the 15 year time laps of owning & riding my own scoot. Jody, the Old Head (forgot his name) in service that you left me with was very understanding of my situation and so helpful in jolting my memory. Hell Dude, I even forgot how a friggin' petcock works!!! After a putt around the parking lot a time or three (and killing it once), my jitters were under control enough to ride it home. Today was truly the ultimate high. The jitters are still there to a degree around traffic, but it's all coming back and it all feels so damn good as each mile ticked away. Jody, you ride so there's no need for explanations. John, thank you for being honest in your lack of experience and knowledge of Harleys. We both were learning together as there is so much I have forgotten. Yes, you need to get your ducks in a row and there is a lot to learn in the Harley world, but it will all come in time. Keep that honesty with your customers and keep asking questions yourself. Knowledge is strength, but your honesty has gained my respect and will gain the respect of others until you have acquired that knowledge. You need your own Harley to even understand what you're selling. You sell a "life style" John, not just a machine. Thanks Brothers and I'll see ya soon, Johnny

A Letter From Colonel Jerry Lee
St Louis Cheif of Police
06/2007
Dear Staff,
During the two week period of April 16-27, 2007, members of the St. Louis County Police Department were conducting a motorcycle training class at Verizon Wireless Ampitheater in Earth City. On day four of the training, it was determined that vehicle E536 would need a new clutch. Without the availability of this vehicle, training would have been considerably delayed or possibly even cancelled. We were able to contact Mr. Jack Dugas, Service Manager at your facility on Lemay Ferry. With his Assistance, and that of Mr. T.J. Clark in the service department, we were able to get our vehicle repaired and back in service by the end of the day.
As if that were not enough, the following day, E536 experienced another problem (throw-out bearing), and your employees sent out a mechanic and trailer to attempt an on-site repair. Unfortunately, the problem could not be diagnosed on-site so they trailered the unit back to the shop and made the necessary repairs. The unit was again returned to us the same afternoon.
I cannot stress to you how much the Department appreciates your assistance in the matter. Please thank both Mr. Dugas and Mr. Clark for their exceptional attention and expertise. If I can be of assistance to you in the future, please do not hesitate to call me.
Sincerely
Colonel Jerry Lee
Chief of Police

A Letter From William L. Johnson
04/2007
Dear Sir,
This is to inform you that I am highly pleased with the treatment I received from Gateway during the negotiation and purchase of my Harley-Davidson motorcycle.
Furthermore, I would like to make you aware of the patience and efforts of Joe Greenwell during my decision making in respect to the many units I considered over and extended period for time. He should be commended and realized as an asset to your sales team.
Also, Diahann Uebel and Lori McIntosh were very friendly, courteous and helpful to both my wife and myself in respect to our selections of apparel and accessories. They should likewise be considered assets.
Last but not least, Courtney and all the others I dealt with were likewise, helpful and friendly, thus complimenting your business operations.
All in all, my experience with Gateway was, and is, pleasant and deserving of my recommendation to others.
Sincerely
William L. Johnson