Gateway Chevrolet, Inc.

Tell us why here...Att: Resolution Dept. We have received the complaint from [redacted] and respond as follows.  We did try to work things out with [redacted] here at the dealership however our attempts at resolution were all turned down by her. The vehicle was...

performing properly and when we looked at it again there was no signs of fuel intake malfunction. Her complaint stems from another shop trying to sell her a preventitive repair on an almost 10 year old car. Her paperwork from the other dealership said "suggest" replacement of the part which would mean it was functioning. We did offer her a discount here in an effort to satisfy her concern which she turned down. To continue our good rating with the Revdex.com as well as another effort to show her good customer service we will (as we have always told her) refund her the $110.00 for the other dealer's work and $25.00 extra to cover her fuel from Tempe to Avondale.  Please consider this case closed and resolved as we will mail the check out today. Respectfully, [redacted]Executive Mgr/GM

In regards to the complaint #[redacted].  The GM, [redacted]., has reached out to the customer and left a message, but as of yet has had no reply.  The customer in question, did indeed buy the car, and take possession.  We have the signed contracts that the bank has...

approved.  However, we do not want an unhappy customer and we are going to resend the contract.  We are in possession of the vehicle.We will consider this matter closed at this time.Best Regards,[redacted].Executive Mgr/GM

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.If you can also clarify on the portion where the contract will be resended it would be greatly appriciated. 

Regards,

First and foremost we officially wish to apologize to Ms. [redacted] for any inconvenience she may have incurred. Our desire is certainly not to aggravate our good customer base but only to follow up in both sales and service. Ms. [redacted] has been on our books since early 2011. She has records in both our...

sales and service base as well as General Motors customer follow up center. We have recently added both new representatives as well as a new computer follow up system. Since Ms. [redacted] was entered several times she did receive calls from several reps. We have since deleted her number from our side of the data base and put several notes in our new system so the contacts should stop. We do wish to reach out to Ms. [redacted] in hopes she understands that we were not trying to annoy her and to try to repair any damage done to our previously quality relationship. I invite her to contact me directly to discuss this matter if she chooses.Respectfully,

I am aware that mistakes do happen in business.  I am also of the understanding that if the price is marked on an item, that is the price that it is sold at.  On the flip side of this, if I had been quoted at a higher price, the business would not come back and tell me they made a mistake in charging me too much.  Advertised items sitting on the lot have plenty of opportunity prior to customers attempting to purchase them to be inspected and corrected.  This was not an online transaction or a news paper add.  This was, as you see marked in the window of the vehicle.
R/S

The refund was completed and picked up by customer on 9/5/14.  He was happy.

Office Manager

?

Dear Sir/Madam, In response to Mr. [redacted] claim we reply with the following. The vehicle he purchased on 7/27/16 was a Certified GM vehicle. To certify it has to pass a strict...

inspection over and above the normal process for pre-owned vehicles. Our technicians are GM trained to preform this inspection as we are bound by the procedures needed to certify. The issue here is Mr. [redacted] had his vehicle's exhaust and emission system modified. When we inspected it we found a bank 2 converter efficiency code active in the computer. Upon visual inspection the technician found one catalytic converter removed and original factory pipes cut out and new straight pipes were welded in their place. The stock mufflers have been removed and straight pipes were installed. These modifications cause errors in the emission control system computers and other sensitive systems monitored by the vehicle's computer. Mr. [redacted] apparently likes to modify exhaust on his vehicles as his 2004  Silverado which he traded in for the Camaro had the exhaust modified admittedly by him as well. We did explain that there will be no warranty on the work as long as the system remains modified and he is running a risk of damage by not having the proper exhaust installed. As always in a goodwill gesture, we will extend a discount should he choose to put his vehicle back to the stock condition it was in when we sold it. At that point most of his current issues will go away as the vehicle will operate as designed by the factory.
Respectfully,
Howard T[redacted]
General Sales Manager

This customer came in for service a few months ago.  At that time they were informed of a transmission fluid leak.  The leak was covered under warranty.  17 Days after the work was completed the customer had to jump start their vehicle.  They brought the vehicle in and we...

informed them that they needed a battery.  Battery is no longer und4er warranty.  The customer was upset and did not understand how the battery could be failing already. She had her father who lives out of state call us to express his concerns abut the lifespan of the battery as well.  We informed him that batteries in our state on last 2-3years.  He didn't believe what we were saying and accused us of warranty fraud because his daughter did not see any leaks on her garage floor.  At this point I told the customer I would replac4e the battery for free.  They picked up the vehicle and a few days later the check engine light came on.  So the customer took the vehicle to Sands Chevrolet to have it looked at.  Sands informed the customer that there would be a $125 diagnostic charge to have the vehicle looked at.  They also told here that her vehicle was out of alignment.  The customer did not want to pay the diagnostic fee so then she contacted me.  I offer to diagnose the vehicle at no charge to her, quoted her $99.95 for the alignment, offered her a loaner car at no expense to her and deliver the car back to her.  I was unaware that we aligned the vehicle as part of the previous warranty repairs for the fluid leaks.  I would off to do the alignment for free if given the chance to do it.  I hope this helps.  I feel like we are trying to do the right thing and don't feel like we have done anything wrong with exception the the alignment concern.  At this poiont, customer has not returned my calls.[redacted]Service ManagerGateway Chevolet

[redacted] (Sales Manager at Gateway Chevrolet) called me on Monday and was extremely helpful.  He did everything he could to get a deal done that was close to the advertised cost of the vehicle.  I purchased a vehicle from Gateway Chevrolet on Tuesday 6-30-2015

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

In answer to this complaint, we do not usually refund diagnostic fees but in this case we did refund $62.50 check #[redacted] written on 3/30/15 after finding out she did have an extended warranty. In regards to the a/c compressors that were installed, they were covered under her regular warranty at no...

charge to her.  When she had the diagnostic done, she declined any work to be done.Since we did indeed refund the customer thier $62.50 and  the other repairs were covered under warranty, I believe this case to be resolved.Best Regards,

[redacted]Executive Officer/GM

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: To Whom it May Concern:

This letter will be sent to the General Manager of Gateway Chevrolet, General Motors’ headquarters, The Revdex.com of Arizona, and the [redacted].

I am 36 years old have been a lifelong GM vehicle owner. My parents vehicles growing up were a Pontiac Bonneville and a Chevy Suburban. My first car was a 1977 Silverado. My high school graduation present was a 1972 Chevelle. The first car my wife and I bought was a Geo Prizm. I have also owned an S10 pickup a Trailblazer, a Trailblazer EXT, and an HHR. I have always loved Chevys, so my experience today was concerning on a very personal level.

Throughout the week of June 22, 2015 – June 26, 2015 I was researching vehicles in the anticipation of the 4th of July weekend sales. On Wednesday June 24th I found a vehicle on the Gateway Chevrolet of Avondale's website. It was a 2015 Silverado VIN [redacted]. MSRP on the truck was just over $45000. It had many rebates listed and had a “Special” banner on the listing and displayed a “Gateway Price” of just under $31000. The Silverado also said it was in transit. There were 2 other Silverados that had the same amount of rebates and listed for around $27000. I immediately filled out the “Get a Free Quote” message box requesting more information about the vehicle. [redacted] responded the next morning and informed me that the Silverado would be at the dealership within 3-4 weeks and encouraged me to come down to the dealership. I even went so far as to get pre-approved for financing. Needless to say I was extremely excited about purchasing this Silverado. I drove 30 miles from my home to Gateway Chevrolet and asked for [redacted]. She introduced me to a Sales Representative by the name of [redacted]. The first question [redacted] asked me was “what has you so interested in this Silverado.” I responded by saying the White Diamond color and the special price on it. He proceeded to tell me that he believed this price was a “typo” and that was not the price of the truck. I mentioned that there were 2 other Silverados with similar rebates on them showing on the website. [redacted] said he would look into it. After a few minutes, he came back to me and said that the prices were incorrect on the website and that the actual price was much closer to $40000. I asked him why they could not honor the price they had listed on the website and his response was they would lose several thousand dollars on the deal. I was very upset but I let [redacted], “see what he could do to earn my business.” I test drove another Silverado and the prices were nothing close to the price that was advertised on the website that morning. The explanation I received was that GM had control of the pricing for all vehicles that were “In Transit” and they listed the rebates twice causing the price to display much lower that the actual sale price. This did not make any sense to me for multiple reasons. First, there were several vehicles on the website listed as “In Transit” and these were the only 3 that had the amount of incentives. This led me to believe that these 3 would be the vehicles advertised to get people to come to the dealership for the 4th of July Holiday. Second, I had been researching vehicles at several different Chevrolet Dealerships and Gateway was the only dealership that had this issue.

I feel this is extremely horrible customer service and unethical business practice. If a price is listed and customer comes to buy the item for the price that is listed, the retailer must honor it, even if it is a mistake. I feel like this was a bait and switch scheme. [redacted] was given several opportunities throughout the 25th and 26th to inform me that the price was incorrect and she did not do so. Instead my time was wasted and my credit report was run for a vehicle that I would not be purchasing. They waited until I drove to the dealership to tell me that the price was incorrect. I have always driven Chevrolet vehicles and this experience makes me want to look further into Ford or Dodge.

By the time I got home from the dealership the price had been changed on all 3 vehicles that I saw earlier so I do not have screen shots of the previous price. Attached to this email are my email conversation with [redacted] and screenshots of the 3 Silverados with the updated prices after I got home. All I am looking to accomplish is to purchase the vehicle at the advertised price that Gateway Chevrolet posted on their website and not to be tricked into coming to a dealership by prices that don't exist.

Sincerely, [redacted]Desired Settlement: Honor the advertised price

Business

Response:

Due to GM having access and control over our back end website, inbound units, (which are not physically on the ground) tht populate AFTER we have set inventory pricing are forced fed incentives that GM automatically sets. This overides the pricing we have set and duplicates the existing rebates that are currently assigned to a vehicle. We get no notification that this has occurred. When this happpens, we have to go in (which we did and manually re-update the pricing and delete the GM takeover specials) Cobalt knows this is an issue and has built a fix for this which should eliminate the confusion in the future. We did show the customer the issue while he was here and at the time he understood. We are doing our best to work with this issue so we remain in good standing with both the Revdex.com and our customers.Disclaimer on our VDP's "Gateway Chevrlet assumes no responsibility for typographical error."

Consumer

Response:

[redacted] (Sales Manager at Gateway Chevrolet) called me on Monday and was extremely helpful. He did everything he could to get a deal done that was close to the advertised cost of the vehicle. I purchased a vehicle from Gateway Chevrolet on Tuesday 6-30-2015

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Took it in for oil change when I picked it up the check engine light was on and the radio would not start. I went back and was told by one of the service representative they couldn't do anything. They called a Service Manager that took off check engine like but said the radio would need to get inspection and I would have to pay. He kept giving me all the excuses how it wasn't there fault. I told him how it was working fine when I dropped it off. He kept saying that it could had been due to it being washed. So it was excuse over excuse on how it could had stopped working. I asked again why I had to pay for it to get checked if it was working fine and he kept saying how my car had 169,000 miles and it was old. I just went on for an oil change. Every time I've taken it there, it's a problem. Last time my windshield cracked and again they didn't cover that.

Review: on august 3rd I went in to purchase a new car. after bing in contact with a [redacted] in sales or internet sales I submitted all paperwork for financing. I was called and notified that I had an approval and to come in to see a salesman by the name of [redacted]. I went in on august 3rd 2013 happy as can be as I was getting a new car. [redacted] me before I came through the door with key in hand saying lets drive it and if I liked it it was mine. I did take it out for spin and loved it. this is where the SECOND lie starts..... I ASKED [redacted] WHO IS THE FINANCE COMPANY, HE SAID HE DIDNT' KNOW THAT FINACE DEPT. WOULD TELL ME. I then asked BUT THIS IS FINANCED RIGHT? he flat out SAID YES. I proceeded to work the process for 6 hours and finally drove away happy with a new car. I called [redacted] A COUPLE DAYS LATER TO THANK HER AND ASK IF SHE COULD FIND OUT WHO THE FINCANCE COMPANY WAS. SHE STATED SHE DIDN'T KNOW BUT THAT AND I QUOTE " YOUR DEAL WAS APROVED BEFORE YOU CAME IN YOU HAVE NO PROBLEMS AND YOUR GOOD TO GO". I SAID COOL. I made deposits and appointments to get windows tinted and to my surprise on august 9th MY BIRTHDAY I get a call from MR> [redacted] in finanace at gateway chevy teling me they could not get finacing for that car to return it. I stated wait a minute I was told 3 times my deal had been approved before I even set foot in that door. he said no who told me that. I stated [redacted] AND [redacted]. he seemed surprised. I have since returned the car [redacted] and let it be known what the issue was. I was then told why the hostility? and now no one will answer the phone calls I place for answers. so now I am out a car but also out $50 deposit I made for window tinting let alone the personal embarrassment of having to return the car. I was told I had an aproval but it was for a lower priced car, when asked which one? they took me to an older car than I already have. I walked out at that point.Desired Settlement: I want the car back, I want them to lower the price to fit the financing deal I did approved for to fit my deal. if not for the embarrassment and trouble and birthday ruined I want that or the car free and clear. but really just want the price of the car lowered to fit my financing so I can ge the car I want and be done with such a nasty dealer with illeagal practices. after researching the ripoff report they have a few compaints filed against them dating back to 2009. justice and punishment needs to come to them.

Business

Response:

It is unfortunate that at times we are unable to obtain financing the way our customers sign their retail sales contracts. Ultimately, it is up to the lenders to provide a final approval with any conditions that they may have. Although this customer was tentatively approved for a car loan, we were not given a final approval by the bank until a few days later. This final approval came with stipulations that the customer could not have a payment larger than $375 per month due to his limited income. (His payment on the car he chose to buy was $572). Our customer was not putting any money down nor was he able to put any money down on his purchase. The lender's final approval would have required $8,000 as a down payment or for us to cut the price of our vehicle by $8,000. This was not an acceptable loss for us and the customer was not able to come up with this amount of money. The only other option was to place the customer in a much cheaper vehicle. We showed him what vehicle we had available that would meet the lender's requirement. He did not like the vehicle and left our dealership. We did apologize for the inconvenience but did explain the circumstances of the lender's decision. There was no other approval other than the one we had tentatively obtained. This customer was not happy with our apology and stated he would complain with the [redacted] and the Revdex.com. We did express our regret that he was notified on his birthday, since we did not know it was his birthday on the day we called him. We had made several attempts to call him previous to our contact with him on his birthday. We are willing to call him again and extend another apology for the inconvenience and even offer him a $50 gift certificate for a belated birthday dinner. Sincerely, [redacted] General Sales Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was never contacted prior to my birthday. [redacted] Assured me twice my deal was approved prior to me stepping foot inside the dealer and in her words I WAS GOOD TO GO. what they did is whats called a SPOT DELIVERY SCAM. my income is not limited as I make over 4000 a month. to begin with I was trying to apply for a used car t a cheaper price but it was the dealer who chose to put me into a car they knew I wouldnt be approved for. they knew from the start my credit wasnt the greatest. I told them so. but was told because of rebates and all that it would be no problem. m a forgiving person. I would try and work with them again if they can make this right. there is a used cruze or a nissan fro teir at their dealer id be very interested in. if either of the prices can be lowered to fit the approval I got ill accept that. now I lost a deposit for window tinting $50 so yes if they can also make it a $100 gift card we can make a deal. but its all up to them. Regards,[redacted]

Business

Response:

We will be glad to give this customer a $100 gift card for his use as he sees fit. It was never our intent, nor do we do SPOT DELIVERY SCAMS. Again, it is unfortunate that at times we are unable to obtain financing the way our customers sign their retail sales contracts. Ultimately, it is up to the lenders to provide a final approval with any conditions that they may have. We will be glad to send this customer the gift card to the address we have on file. Sincerely, [redacted]General Sales Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.the response from the business does not show. I just want what I was told by two representative of this company said I had not once, twice but three times. I lost time and money dealing with this but most of all the embarassment they put me through. ive tried to reach out and work with them and all I ever get told is ill call you back. ive been waiting a week for a call back this time. now my approval has expired and I feel thats the only reason why they did that. by some time for it to expire and now they dobt have to deal with me. Regards,[redacted]

We drove over an hour today to purchase a vehicle from Gateway Chevrolet. I called several times before leaving home this morning to make sure it was not going to be a waste of time for us to drive all that way. We arrived, test drove the vehicle, and within 20 minutes were doing paperwork. It was only after they had done all our paperwork they told us they had actually just sold the Tahoe to another customer (who had been sitting right next to us the WHOLE time and was clearly done with their deal before we arrived) but they'd be happy to show us the newer, more expensive model, since we'd driven all the way up there. It felt like a total bait and switch scheme and you can believe we didn't purchase.

Review: When I purchased my 2012 Chevrolet Malibu LTZ on January 1, 2013 the dealer stated that all service would be covered for 2 complete years. Now Chevrolet will not honor this and states they will only cover oil changes and tire rotations.Desired Settlement: I would like the promised maintenance warranty to be honored.

Business

Response:

In regards to the complaint #[redacted], please see attached form for Certified Pre-Owned vehicles.We have called and left numerous messages for the customer to call so we can discuss this process with him, however our calls are not being returned.We will be happy to speak with the customer, if he calls, and see what we can do to help him out.Sincerely,[redacted]General Sales Manager

Review: I purchased my 2011 Camaro at this dealership in Oct. 2011 and had a satisfactory transaction. In fact, I used this location for my service needs 2-3 times year (driving an extra 45 miles to do so). However, in the past 2 months I have received calls from Sales Staff asking if I would like to trade in my car. I received 2 voice mails that I did not return because I was not interested. When a 3rd call came in, I called them back to let them know I was not interested, and the gal stated she would "remove my name from the list". Another call came the following week, I called back and spoke to [redacted]e, again was told he would flag my account and would no longer receive calls. The next call prompted me to Email a complaint. I have since received calls from [redacted] and [redacted]. I feel harassed and would like the calls to stop.Desired Settlement: I want the weekly phone calls to cease. I want no more contact with this business, and have cancelled an pending Service Appointment.

Business

Response:

First and foremost we officially wish to apologize to Ms. [redacted] for any inconvenience she may have incurred. Our desire is certainly not to aggravate our good customer base but only to follow up in both sales and service. Ms. [redacted] has been on our books since early 2011. She has records in both our sales and service base as well as General Motors customer follow up center. We have recently added both new representatives as well as a new computer follow up system. Since Ms. [redacted] was entered several times she did receive calls from several reps. We have since deleted her number from our side of the data base and put several notes in our new system so the contacts should stop. We do wish to reach out to Ms. [redacted] in hopes she understands that we were not trying to annoy her and to try to repair any damage done to our previously quality relationship. I invite her to contact me directly to discuss this matter if she chooses.Respectfully,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that the calls have stopped and I am satisfied with this response and action taken.

Regards,

When I purchased my 2008 Equinox, it was ok for about 2 weeks. Then, the key kept getting stuck in the ignition, the a/c wasn't working right, both front headlights had water in them. (ALL THIS BEFORE MY FIRST CAR PYMT)I had to take the car back 4 times to get all these things repaired properly. Then, when I "thought" everything was finally worked out. I find out that they hadn't even done an emission test on it and my tags were no good??? REALLY? I do not recommend buying a car from them. The service is horrid! I can say that the only person the seemed like he cared was a gentleman named [redacted](my service advisor).

Review: Bought a NEW vehicle, experienced a tire blow out. Found that my vehicle did not have a spare tire. I had to wait 2 hours for a tow truck to transport us and the vehicle to the Gateway Chevrolet, that day was 108 degrees. Upon arrival to the dealership I questioned the sale staff about not having a spare in the vehicle. The other vehicles of the same model had full matching spares.

I was not informed that this vehicle did not have a spare thus leaving me misguided about this vehicle prior to purchase.Desired Settlement: Refund of the cost of the Spare wheel and jack kit ($565.13)

Business

Response:

Dear Sirs,

In answer to [redacted] complaint # [redacted] we have included the original paperwork showing what was built on that particular car. The car as you can see from the information came with a tire sealant and inflator kit (in place of spare tire).

As this information is listed on the car, we feel we have no issue here. However, in good faith we are going to refund [redacted] a sum of $156.41 also attached, which leaves him paying dead cost for the merchandise he ordered.

We hope this will be a fair and equitable measure for this complaint.

Best Regards,

Office Manager

Consumer

Response:

Even though the vehicle did not have a spare, I was not given the opportunity to purchase the spare wheel and jack kit set at the negotiation table. If I was told that the vehicle did not have a spare, then I could have kept my trade in vehicle or negotiated on a vehicle with a spare. I was not informed that this vehicle did not have a spare nor runflat tires.

Included in this correspondence is a copy of the receipt for my out of pocket expense. If Gateway would like to resolve this matter, The could at the minimum meet me halfway on the cost.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: I have been contacting Gateway Chevrolet since 03/07/2015 regarding a refund they were supposed to issue me. I asked for my money back regarding a diagnostic they charged me for on the 2011 Chevrolet Cruze I purchased from this dealership. I asked for the diagnostic fee back due to them never telling me about there being a diagnostic charge for bringing my vehicle in for the 5th time for repairs. I have been dissatisfied since the very first repair with the AC compressor I had to replace three months after my purchase. In the time I owned the vehicle I had two AC compressors replaced in less than twelve months in which they tried to charge me over $1,000 for, for the second replacement. I also had to replace a thermostat and the last time I was there they told me I needed to replace some sensors for my radiator for $550. After such a huge headache and purchasing a new vehicle did I find out that same day that I had an extended warranty I purchased with the 2011 chevrolet cruze. They somehow just didn't have it entered into their system. I am at 100% disgust with this dealership and would never go back there again for a vehicle purchase or service. I would like to be contacted immediately because every time I call the dealership I get the service managers voicemail. I called on 03/12/2015 and finally spoke with the service manager [redacted] and he assured me he would submit the refund and I would receive it in 7-10 business days and I still have not received it. I called again on 03/31/2015 to speak with him and once again got the voicemail, he called me back and said there was a delay and it should be here on 03/31/2015 or 04/01/2015 and if not to call back. I am done calling as a consumer, I want something to be immediately resolved regarding this matter. The service department has been horrible, the customer service is horrible, and I dealt with uneducated people all the way through.Desired Settlement: I would like my diagnostic fee back that I paid to Gateway Chevrolet on 03/06/2015 and also some information on how to get the money back I paid for the extended warranty I never used with the 2011 Chevrolet Cruze due to not finding out until the day I traded the vehicle in. I am highly upset and would like some answers and apologies because I am at complete disgust.

Business

Response:

In answer to this complaint, we do not usually refund diagnostic fees but in this case we did refund $62.50 check #[redacted] written on 3/30/15 after finding out she did have an extended warranty. In regards to the a/c compressors that were installed, they were covered under her regular warranty at no charge to her. When she had the diagnostic done, she declined any work to be done.Since we did indeed refund the customer thier $62.50 and the other repairs were covered under warranty, I believe this case to be resolved.Best Regards,

[redacted]Executive Officer/GM