Gates Corporation

Concerning the initial complaint; the products in question were loose bolts related to but not installed on the water pumpVia our phone conversation we informed the customer that those bolts were not necessary to install with our water pump and the job could be completed without the use of those boltsThe bolts that were originally installed on the engine are not wear items and should be ok to reuseAgain, these ancillary bolts will not prevent the water pump from being installedThe ancillary bolts may be included for certain troublesome applicationsIf the customers vehicle does not use these extra bolts then his vehicle is not one of the troublesome applications that requires the use of said boltsDue to the customers concern we offered to reimburse for cost of the pumpIn order for this claim to be processed Gates needs to follow our internal procedure which includes the filling out of the warranty formThe customer then requested a warranty form be mailed to his address which we sent almost two weeks agoWe have not heard form the customer since the form was mailed out

Complaint: [redacted] I am rejecting this response because: I received this same canned answer when I finally got a hold of Gates customer serviceThey clearly have not "immediately" tried to rectify the situationThere is easily found photographic evidence that this has been occurring for over monthsImmediate action would be recalling all of these products affected and properly taking care of the problem instead of hoping customers don't noticeThis attachment is straight from their Amazon account with verified reviews and pictures of the products.What I feel should be done is a recall of their products; and notifications made to anyone that purchased their mislabeled products Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:According to my accountant, the IRS does *not [redacted] require a W-with my Social Security Number to issue this credit According to her, a credit could and should be issued without my giving the Gates Corporation my Social Security Number Sincerely, [redacted] **

Per our phone conversation with the customer and guided by company policy, we mailed a warranty return form that needs to be submitted along with the old pump in order for this claim to be processed

Revdex.com: Technical support was indeed provided by Gates, but I alone determined that a coating on the back of the Gates belt caused the belt noise An OEM original replacement belt is not available from [redacted] *** In this case the OEM [redacted] belt is not nonstandard When it was available, the OEM [redacted] belt did not cost more than the Gates belt Under the implied warranty of merchantability, Gates is indeed responsible for this issue I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] **

We appreciate you bringing this to our attention The pulleys in your kit were indeed made in [redacted] and should have been labeled accordingly This was a packaging error and we took immediate action to correct our packaging processes.All Gates kits, including yours, carry the same industry-leading warranty, which can be found at www.gates.com/utility/warranty Since the company’s founding in in [redacted] , Gates has prided itself as the premium brand for quality and technological innovation In the US alone, we have manufacturing and distribution facilities, with another in [redacted] and [redacted] Today Gates employs over 14,people across locations in countries We are proud of our history and looking forward to the future

We have tried numerous times to give a refund. Customer refuses to give us required document to issue a refund. IRS requires a W-to issue credit

Hello,Please see the attached detailed analysis that was completedPlease let us know if you have further questions

The claim of contaminated coolant causing the seal to fail is incorrectThe original pump lasted 100k miles and was in proper working condition when it was replaced with the
timing beltAll proper coolant services have been done on this vehicle every 30k miles and the coolant was replaced again with the pumpIf any contamination occurred it was when coolant entered the bearing area after the seal failed
Sincerely,
*** ***

Gates provided extensive technical support to *** *** viatelephone in troubleshooting this belt application on his exercise bicycle *** *** purchased a standard Gates aftermarket replacement belt from *** instead of an OEM original replacement belt OEM manufacturers often
use special non-standard belts in their products in order to achieve the needed performance qualities, as in this specific case Gates cannot anticipate what types of belt properties may be needed in the multitudes of applications that aftermarket replacement belts can be applied in In this case, an OEM original belt may have cost a bit more but would have performed without issue Gates will be issuing a full refund of $to *** *** for the belt, in good faith, even though Gates was not at fault for the issue We hope this resolves the complaint satisfactorily for all parties involved

Concerning the initial complaint; the products in question were loose bolts related...

to but not installed on the water pump. Via our phone conversation we informed the customer that those bolts were not necessary to install with our water pump and the job could be completed without the use of those bolts. The bolts that were originally installed on the engine are not wear items and should be ok to reuse. Again, these ancillary bolts will not prevent the water pump from being installed. The ancillary bolts may be included for certain troublesome applications. If the customers vehicle does not use these extra bolts then his vehicle is not one of the troublesome applications that requires the use of said bolts. Due to the customers concern we offered to reimburse for cost of the pump. In order for this claim to be processed Gates needs to follow our internal procedure which includes the filling out of the warranty form. The customer then requested a warranty form be mailed to his address which we sent almost two weeks ago. We have not heard form the customer since the form was mailed out.

Complaint: [redacted]
I am rejecting this response because:According to my accountant, the IRS does *not* require a W-9 with my Social Security Number to issue this credit.  According to her, a credit could and should be issued without my giving the Gates Corporation my Social Security Number.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I received this same canned answer when I finally got a hold of Gates customer service. They clearly have not "immediately" tried to rectify the situation. There is easily found photographic evidence that this has been occurring for over 7 months. Immediate action would be recalling all of these products affected and properly taking care of the problem instead of hoping customers don't notice. This attachment is straight from their Amazon account with verified reviews and pictures of the products.What I feel should be done is a recall of their products; and notifications made to anyone that purchased their mislabeled products.
Sincerely,
[redacted]

Per our phone conversation with the customer and guided by company policy, we mailed a warranty return form that needs to be submitted along with the old pump in order for this claim to be processed.

Revdex.com:
1.  Technical support was indeed provided by Gates, but I alone determined that a coating on the back of the Gates belt caused the belt noise.2.  An OEM original replacement belt is not available from [redacted].3.  In this case the OEM [redacted] belt is not nonstandard.4.  When it was available, the OEM [redacted] belt did not cost more than the Gates belt.5.  Under the implied warranty of merchantability, Gates is indeed responsible for this issue.6.  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Sincerely,
[redacted]

We appreciate you bringing this to our attention.  The pulleys in your kit were indeed made in [redacted] and should have been labeled accordingly.  This was a packaging error and we took immediate action to correct our packaging processes.All Gates kits, including yours, carry the same...

industry-leading warranty, which can be found at www.gates.com/utility/warranty.  Since the company’s founding in 1911 in [redacted], Gates has prided itself as the premium brand for quality and technological innovation.  In the US alone, we have 14 manufacturing and distribution facilities, with another 7 in [redacted] and [redacted].  Today Gates employs over 14,000 people across 106 locations in 30 countries.   We are proud of our history and looking forward to the future.