Gates Chevy World, Inc.

Initial Business Response /* (1000, 5, 2016/08/26) */
8/26/
Case# *** *** ***
*** *** did bring her Honda in for an oil change on 8/12/I was actual there when the services was preformed and witness the complete jobAfter the service was performed the Technician
lowered the car down and tried to start the HondaThe engine would not turn over at allHe went to the service manager and asked him to come out and take a lookThe service manager got in the car as it was still on the hoist and tried to start the unitIt still would not start or even turn overThe service manager went into the waiting room to find *** and she was not there, the express lube adviser did state that he believes she walk over to WalmartI instructed them to shut down the express lube lane since we could not get the unit started and waited for *** to come backIt was approximately to minutes when *** did returnAt that time the service manager spoke with *** and told her about the concern, the unit was still setting on the hoist never started or movedThe service manager did offer *** to have the unit inspect and determine what the concern may be she agreedAfter inspecting the unit on Monday it was determined the issue was indeed with the engine internallyWe did explain this to *** and gave her some pricing for a used engine which would be the less costly solution*** than decide to have the unit towed from our facility*** does state that she had no prior concern with the engine, which indeed is not the caseWe did look into the history of the Honda and the concerns with this engine started back on 3/29/RO# XXXXX came in for a oil change and found engine oil was very lowThe unit came back in on 6/21/RO#XXXXX owner states hear knocking noise in engine at idleFound oil level very lowAt that time we did start an oil consumption test6/28/RO# XXXXX miles XXXXX X/5/RO# XXXXXX miles XXXXX engine (oil low) we continued the test 7/19/RO# XXXXXX miles XXXXX, 8/2/RO#XXXXXX miles XXXXX and it was confirmed that the engine is using oilOn 8/20/RO#XXXXXX the unit came in for oil change and check engine lite onWe diagnosed the check engine lite and found codes relating to possible oil pressure, oil level or possible screen cloggedAt that time we suggested *** to set an appointment up a Honda dealership for further diagnosesWe do not know if indeed she did follow through with the recommendationSo with all of the history of this Honda I believe we all agree and come to the conclusion this engine had oil use concern which directly related to the engine failureJust a side note the last time this unit was in our shop for an oil change was 8/21/which was just a few days short of one year ago and it did have over 4,since the last oil change at our locationAs I stated prior I was there and our technician did nothing wrong and we could not be responsible for the engine or repairsIf anyone would wish to see the RO that have have spoken about they are on record and *** should have copies of each herself

Initial Business Response /* (1000, 15, 2017/01/30) */
*** ***
Dispute Resolution Services
Revdex.com of Northern Indiana
Re Case # *** *** ***
Ms***
As you can clearly see based on the information shared with the Northern Indiana Revdex.com, Gates has committed
extensive resources to the resolution of Ms*** complaintsI have refrained from responding to the Revdex.com as it was premature to do so prior to adequate repair
I am happy to report that at this time, Gates believes there has been repairs completed covering all complaintsWe have made sure that Ms*** has been exposed to as little expense as possibleWe believe there was a pre-existing, although unusual, wheel bearing issue at the time of deliveryWe have corrected the very rare front and rear bearing issueAdditionally, Gates has replaced the lane encroachment module as an act of goodwill at no expense to the consumer
I was made aware of Ms*** concern over the warranty discussion with *** our service advisor during our initial conversationI am confident that Karl was simply trying to find a way to help Ms*** with her repairs not commit some version of insurance fraud as vaguely implied*** offers service contracts as well as part of our customer protection servicesOur contracts are 100% cancelable within the first thirty days with full refundIf Ms*** feels the service contract she purchased through her Credit Union does not contain any future value, we would suggest she follow that course of actionAlthough my brief description above is not all inclusive of the repairs discussed and corrected, I have no knowledge of any further issues
Gates appreciates the Ms*** choosing to purchase a vehicle from our companyWe understand the numerous choices available to the consumerWe remain proud, (defas a parent of a child; not pompous or arrogant pride) of our people and the integrity of our company, developed through years of hard work and fine employeesOur wish is that over time Ms*** will have a chance to enjoy her vehicle and the relationships of our people
Respectfully,
*** ***, GSM
*** Automotive, Inc
Initial Consumer Rebuttal /* (3000, 17, 2017/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My vehicle was still not fully repaired and I had to take it to another location to get fixedI returned to Gates of Mishawaka and inquired about getting a different vehicle due to all the issues I have had with my current vehicleThe salesman told me there is nothing he could do about getting me out of the car because it was to newAdditionally this would be discussed with *** and I would hear back from someoneI've heard nothing from anyone on the Gates team and I'm continuing to have issues with the car
Final Business Response /* (4000, 19, 2017/02/20) */
*** ***
Dispute Resolution Services
Revdex.com of Northern Indiana
***@northernindiana.Revdex.com.org
MsAnciani-Dutt,
Thank you for forwarding your letter to Gates
At this writing, I am unaware of any legitimate or significant complaints by Ms*** regarding incomplete repairs
Ms*** had all repairs *** to my knowledgeMy role is and always has been the variable (sales) departments at ***This complaint originated as a fixed (service) disputeDuring my involvement to try and seek resolution for Ms***, both the fixed and variable departments have invested significant resources physically and economically, attempting to resolve even the slightest of Ms*** discontent
We did have the work completed at a second location at Ms*** request as she had lost confidence in the Chevrolet campusThe extent to which we have worked side by side with Ms*** is well documentedAs of the last visit at our Gates of Granger campus, I personally surveyed Ms*** as to her repair satisfactionAt that time she was ecstatic with the performance and operations of the vehicle we had delivered back to her
I have suggested in the most recent response that Ms*** contact the Credit Union and cancel the service contract for a refund if she is confident there will be no need in the future for the warranty coverage
I was unaware that she is interested in trading the vehicle or that has visited the Chevrolet showroomImagine if our policy was to update me on every showroom visit, an impossible taskWe would be happy to take the vehicle back in trade if that is her wishWe will approach it as we approach every situation with aggressive trade evaluation and fair pricing, the very reason Ms*** chose us for her Impala
If she chooses to keep her current Impala, we will attack every legitimate pre-existing issue with professionalism, and as always treat Ms*** with the courtesy and dignity that she deserves
Respectfully,
*** ***, GSM
Gates Automotive, Inc

Initial Business Response /* (1000, 8, 2015/07/14) */
Contact Name and Title: Dennis *** Operation
Contact Phone: XXX XXX-XXXX
Contact Email: ***@gatesautomotive.com
We are very sorry that the repair that we completed did not fix the complete concernWith that we do feel the repairs
we did was required, but we do understand the customers concern and how he does feel we did not do everything that was requiredI'm sure I would have felt the same wayWe would like to offer MrPeterson III a in store credit of his $
Thank You
Dennis * ***
OFFER:

Initial Business Response /* (1000, 5, 2017/11/08) */
I personal drove with Mr***He does have some brake noise that is for a unit with 47,milesI gave him a discounted price on replacing front brakes and rotors that would handle his concernThe brakes are not dangers to drive
and stops the unit as designedMr*** seems to be ok with the pricing and told me he will get back with us when he is able to do the work
Initial Consumer Rebuttal /* (3000, 9, 2017/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hope them all the best thank you very much.I will fix the car myself,they couldn't fix it if they had to

Initial Business Response /* (1000, 5, 2017/02/10) */
*** ***
I must apologize for the misunderstanding and all of the trouble and I'm sure the frustration that you have incurred with your Ford FusionAs I looked at your inspection sheet we did note that your front rotors were abnormal
grooved, as noted on your inspection sheetThis was the reason my express lube technician choose to mark the red selection on the inspection sheetWithout the brake pads making complete contact with the rotor this will and can cause abpad wear and potential braking concernIf you would have choosing us to do your brake work, the unit would have gone into one of our master line technician and prior to any work or parts replaced he would have completed a brake inspectionIf indeed the brakes were as you stated like new the line technician would have performed a further inspection to determine why the rotors were in the condition they wereWe would not and will not put any parts on your unit or any customers unit that are not required or neededWe have not been in business for over years by as you stated "lied or boarding fraud" to any customerDo we make mistake "yes" but in this case, we merely stated that your brake rotors needed attention and in most case it adversely affects your brake pad wear
As far as your reputable local mechanic, it sounds like your Fusion may have been equipped with EPB electronic parking brakeIf indeed he was only working on the front brakes as stated this system would have not been effected or nor need to put in the service modeNot knowing what further work your mechanic was doing or attempting to do, it sounds like he was working on the rear brake system which does require the system to be set to the service mode(This mode can be set by any trained technician no special tools required) As a matter of fact this EPB system is just not on a Hybrid Fusion only, when working on the other units with this system the unit must be put into the service mode as well
You did mention the tires being at 2/We noted your tires in the yellow at 5/We measure the tire depth from the bottom of the tire to the top of the treadSome places do measure the tire depth from the wear bars to the top of the treadTire manufactures do recommend the tires to be replaced when the wear bars are the top or even with the treadWith this stated if the tread depth was measured at that time with the ware bars even with the tread you would have 2/to 3/of tread left on your tiresThis could explain the difference in the tire readingsAs you can see if measured these two different ways both reads are correctWe follow the tire manufactures recommendationsYou also stated they charged you for a complete fluid flush? Do not know what fluid flush they may have done, but there is no fluid flush the Ford Manufacture Maintenance Schedule requires or even recommends at your mileage of *** With that stated I'm not saying they did anything wrong, there may have been other issue that required the fluid to be replaced or flushed
I truly apologize for the concerns and frustrations that you have endured with your Ford FusionI would conclude by saying; if you would have choosing *** for this repair and further inspection this would have not happened
Sincerely
*** * ***
Gates Automotive Group

Initial Business Response /* (1000, 5, 2016/01/05) */
Thank you forwarding to Gates our customer concern regarding the car deal between The Company and Mr. [redacted]. It has been brought to my attention that Mr. [redacted] has disputed the fact that a down payment was owed to Gates. He has even gone...

so far to accuse the Company of extortion, even implying that Gates used our office, and authority to obtain money against his will.
I understand the holiday season is one of the hardest times for consumers to balance financial obligations, home and work responsibilities as well. I do not believe that this gives any of us the right to shirk away from our contractual commitments we have entered into willingly.
Upon recollection of the paperwork, and interviewing employees who were directly involved in the car deal Mr. [redacted] negotiated on our premises that led to the purchase of his new automobile, I have uncovered several truths. When negotiating the car deal with his sales consultant, Mr. [redacted] agreed to a price, a down payment, and a monthly obligation that was agreeable to both him and the dealership.
Next, Mr. [redacted] visited with the Business Manager in charge of his transaction, and disclosed he would like to use a store credit of sorts in order to satisfy his agreed upon down payment of $1500. The problem with that potential scenario was that the store credit was already being applied by the manager who helped him to get the deal. Since this request for financing was a lease transaction, and our guidelines from the lender were very strict, we were now unable to procure the agreed upon terms with the financial institution.
At this time, we told Mr. [redacted] that we would need to follow the guidelines set upon us by the lender, and that in order to help with the communication we would be willing to assist him with the $1500 difference. We were able to apply additional rebates and concessions totaling $1000 in value, if he would make up the last $500 with a cash commitment. He
informed us then that he would accept these revised terms in order to get the vehicle he wanted, but would need a grace period to get the money down together, as he would have to borrow it from a family member. We agreed to this final term, and signed all of the contracts that same day.
In my experience, this negotiated car deal was slightly out of the ordinary. The fact that we allowed a customer with a binding agreement to rescind and renegotiate himself to a better deal is very unusual. However, after the fact, the Gates company, or their employees, in no type or fashion used extortive measures to collect the down payment that was promised us by contract. In fact, we even allowed the customer an additional grace period, and did not begin our collection efforts for nearly 3 weeks after the sale date.
Thank you once again for your attention to this matter, and please let me know if there is anything else I can do to help you look further into this matter.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still don't agree with them since their finance person is the one who said "hey, let's get a "coupon" to satisfy this".
I never mentioned borrowing from a relative either.
I just won't bother doing business with them again in the future and will certainly not recommend them to friends or family.
I didn't expect them to "back-down" but just thought that their business practices should be brought out in the open.

Initial Business Response /* (1000, 5, 2016/09/12) */
Mrs. [redacted] is correct that she had lost her key and came into the dealership around 4:30 on 8/22. She stated that she has lost her key and need to get another one made so that she could be on her way. I feel very confident that my...

service advisor did explain to her that yes we could make this happen and it would require us to do a key reprogram since without a key we cannot reprogram to its current settings in the unit. Our technician did stay over to get this accomplished for Mrs. [redacted] and she was on her way in less than 45 minutes. I do apologize for any misunderstanding and maybe not totally explaining to her what this required for her other key to work. I did speak to my advisor and he does remember her stating that she did have another key at home but she lives in Illinois and needed to get on her way. We should have at this time explained more in depth what she would need to do with her other key or keys back home. I'm sure we were just trying to get another key cut and programed to get her on her way. With this being stated I do apologize for any inconvenience that we could have help not caused by explaining in writing what she needed to do with her other key or keys when she gets back home to Illinois. At our Dealership the charge to reprogram other keys to the exciting program is [redacted] up to 2 additional keys. In best interest in customer care we would be willing to send her a check for [redacted] for the misunderstanding that happened.
Initial Consumer Rebuttal /* (2000, 7, 2016/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I would appreciate the [redacted] check which will at least cover some of the inconvenience and additional cost that this issue caused.
Final Consumer Response /* (2000, 19, 2016/11/15) */
I did finally receive a refund of [redacted] from Gates Toyota.

Initial Business Response /* (1000, 5, 2017/07/13) */
My understanding from the GAP insurance company is that a supplement check in the amount of [redacted] was issued and mailed out on July 5, 2017 to the financial institution listed as lender on the GAP contract.
Initial Consumer Rebuttal /*...

(3000, 7, 2017/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes that is accurate that GAP did send out check for [redacted] because they had the numbers incorrect. This does not solve the fact that it took them several months to issue the refund for the service contract. If they would of issued what they had to issue then I could of had the other [redacted] solved a long time ago. So in regards to my credit being dinged what is being done on that part because it isn't fair that when customers call to get thing handled you get the run around for months until you finally put your foot down and say I am not getting called back I need to speak with someone immediately about this. If they had sent out check when GAP sent theirs then this would of been solved and we would of known that some numbers was wrong somewhere. So either GATES and or GAP owes an explanation and to help remove these dings OFF MY CREDIT REPORT.
Final Business Response /* (4000, 15, 2017/07/28) */
[redacted]Document Attached[redacted]
Apologies for the delay.
We certainly appreciate and are sympathetic to our client's situation. Here at Gates, we strive to offer industry leading customer service in every facet of our business. To this point in the consumer complaint, we have happily assisted in the investigation of the problems. We have indicated that the appropriate steps have been taken to rectify the accounting error. It was mentioned the customer is looking at buying a house soon. When I bought my first home, and discovered in the winter that the furnace was not working properly, it was not my realtor that I called to come to the house and repair it. At this point, we strongly recommend any further complaints or concerns should be directed to the GAP company as follows:
Lyndon Administrative Services
[redacted] Box [redacted]
[redacted] XXXXX-XXXX
X-XXX-XXX-XXXX
There may also be further mediation through the Indiana Department of Financial Institutions, which regulate the GAP company:
Indiana Department of Financial Institutions
[redacted] IN 46204-2759
X-XXX-XXX-XXXX
Insofar as credit dings go, the only institution that can remove a late mark from a bureau is the issuing institution. In this case:
[redacted], ** XXXXX
X-XXX-XXX-XXXX
We sincerely wish the best for each and every one of our customers, be they service, body, or sales customers. However, we do not feel we are responsible for a shortsighted mistake made by another company that we happen to partner with, and as far as the customer's request to rectify credit bureau damage, this is something we are not capable of.

Initial Business Response /* (1000, 5, 2015/09/18) */
Contact Name and Title: Jeffrey [redacted] - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gatestoyota.com
I looked into the matter and was able to obtain the missing documentation needed to properly issue a refund for the VSC...

cancellation. I contacted the customer to apologize for any mistreatment from our staff. I also informed them of having everything necessary and that the refund will be processed in the next 2 weeks, being sent directly to their current address. The customer seemed satisfied with this resolution.
OFFER: