Gateway Chevrolet, Inc.

Review: I filed paperwork with the finance dept the end of May to get a refund on my extended warranty on a car that I sold with less than 8000 miles on it. I have been waiting 6 weeks for my refund and now they say they lost the paperwork. The want me to fill out the papers again and start the waiting process all over again.Desired Settlement: I want my refund!

Business

Response:

July 16, 2014

To whom it may concern,

In response to complaint [redacted], we have completed the cancellation of questioned warranty on July 15,2014 when Mrs. [redacted] came into the dealership. We apologized to Mrs. [redacted] for the delay in paperwork as it was never received to the proper personnel in our accounting department. One of our employees,[redacted],did receive an email questioning the status of the cancellation refund on July 14, 2014 and responded to Mrs. [redacted] to try to resolve the issue that day.

Once Mrs. [redacted] came in,[redacted] called the warranty company to receive a quote and cancel the warranty for the May 16,2014 date and 7984 miles when she had sold the vehicle. Mrs. [redacted] will be receiving $861.26 directly from [redacted] in which the proration is based on 36.45% of the time she had the contract and the amount she paid for the extended warranty contract. The delay in paperwork had no effect on the cancellation refund amount or proration as the cancellation date and miles used was May 16,2014 and 7984 miles as it states on the odometer.

[redacted] called [redacted] and verified the on Thursday July 17,2014 is when the check will be issued to Mrs. [redacted] and will be mailed to her directly.

We do sincerely apologize for the delay in Mrs. [redacted] receiving her cancellation monies back.

Review: Buying my first car from Gateway Chevrolet has to be one of the worst experiences of my life. Not only are they the worst with customer service, but they like to threaten with illegal action.

Starting off my sales associate [redacted] was very friendly and wasn't too pushy like most car salesmen are. On the lot they did not have white Chevrolet Spark's which is the car I wanted. [redacted] told me that in order for him to get the car into the dealership I would have to sign all the finance papers that night. I was okay with that agreement because [redacted] told me it would be the car I wanted (white Spark, automatic doors & windows with tint) and for the price I wanted.

After about 48 hours of not hearing from the dealership at all. [redacted] gave me a call claiming he was a financer calling to get me financed. [redacted] seemed very pushy and requested that I send him my pay stubs immediately on my day off. Then [redacted] started to say things to me like "can I ask you why we are even ordering a car in for you" and "well can't you just get one in a different color" which I thought was strange and just plain rude. I thought it wasn't making sense for him to even ask those question considering the fact he's only suppose to work on getting me financed. That night I had my mother call to find out the real reason he would be so rude, come to find out that the car I signed the initial contract on was sold to someone else. At that point I told them the deal was completely off & that I did not want a car from them at all. About a minute later I receive a phone call from [redacted] saying that yes the car has been sold but I still need to take my concerns with finance. So I call [redacted] back and he says that both of them are completely wrong and he does have that exact car with the exact VIN number I signed on and if I didn't pick it up not only would I still have to make monthly payments on it but he would have it towed from the lot and there will be a repo on my credit. I knew that absolutely none of that was true, but I knew at that point they were going to try to bully me to buy this car since I'm a young female.

The next day I received numerous voicemails saying that the car was all ready to be picked up and that I needed to go get it that day. At this point I didn't believe anything from anyone down at Gateway Chevrolet so I sent my sister to make sure that it was the correct VIN number that I signed on. She went down there and yes it was the correct VIN number but not the car they promised, there was no tint and no power lock doors. My sister insisted she talk to the general manager right away and the person that came out was [redacted] He then said he in fact is the general manager and that my sister is banned from the lot.

At this point my mother calls [redacted] and tells him that she does in fact have all those phone calls recorded and that if he wants this deal to work he must deliver the car to me with a full tank of gas, tinted windows and car floor mats. [redacted] agrees to do so.

[redacted] is in a quick rush to drop off the car but I inspect it as much as I could considering this is the FIRST time I have ever seen the vehicle. Yes the windows were tinted and there was about 3/4 of a tank of gas, but there were NO car mats. Earlier in the day [redacted] promised my mother and I both numerous times that he would make sure the car had those car mats. It is my first car and I really was specific on getting floor mats for my brand new vehicle. I told [redacted] " we both agreed this car would have floor mats when you dropped it off" he tried to pull off the vehicle detail sticker and tell me that vehicle doesn't come equipped with them but there should be no problem getting them to me. [redacted] said he would let me know the next day when I would be able to get the car mats I desperately wanted for my new Spark. Well today is that day and [redacted] or Gateway Chevrolet has not tried to contact me at all.

I honestly really want those floor mats and the dealership will never have to worry about me or anyone I know returning to their dealership.Desired Settlement: I want the brand new car floor mats for my Chevrolet Spark. The ones [redacted] (my sales associate) promised me

Business

Response:

We have been in contact with this customer and she is in possession of her car mats.

This specific car does not come with floor mats, but we went ahead and did a special order for the mats, which were delivered to us on Wednesday and we just delivered them to the customer today.

The customer told us that she would be contacting the Revdex.com to close the complaint.

Thank you for bringing this to our attention.

Sincerely,

Executive Manager

Review: We went to this sale that several car dealership were having. We found this SUV. Proceeded to do contract. I told him that I didn't want to take the car until it was financed. He left the room for about (5) minutes or less and came back stating that it had been. So we took the car home and on that Thursday after, we received (4) letters from [redacted] that they were unable to approve loan at that time.We took the SUV back to dealership on the same that we received the letters. They told us that we had a legal and binding contract. Said that we let the car that they would tow it back tour house and make us pay for it any way. Told them when we went that I wanted my refund back.They said that we had a binding and legal contract. When in actuality they had broken the contract when their finance officer that the contract was approved. He (lied).So to us it was broken then. I want them to take the SUV back and refund my deposit.Desired Settlement: Take car back and don't harass us.

Business

Response:

November 26, 2013

Revdex.com

Attn: [redacted]

Re: Complaint #[redacted]

Dear Ms. [redacted]:

In response to the complaint that we just received from your company, Gateway Chevrolet has done nothing wrong and have successfully contracted with a customer on a purchase of a 2013 Chevrolet Captiva and acquired funding within one week period.

Even though the customer attended the [redacted]s Used Car Tent event on the 15th of this month, they ([redacted]s) was not the only lender that was being used. Gateway was open to use whatever lender we could to be able to fund our customers. In this circumstance our Finance Director was able to get the customer funded with [redacted] for the same interest rate and monthly payment that the customer wanted. Even though the customer received a few letters from [redacted]s stating their denial of the loan, the vehicle was quickly financed

We at Gateway Chevrolet strive to have the utmost Customer Satisfaction and do what we can to have the best financial rates and payments available to our customers and that is what we did in this instance.

As a token of our appreciation for buying their vehicle from us we would be glad to give them their first Oil Change at no charge.

Sincerely,

Executive Manager

Review: Hi Revdex.com Team,

On August 28, 2015, I bought a used Mitsubishi Lancer 2006 in the Avondale Chevrolet Gateway Dealer. I paid it full in cash.The same day, when I was arriving home the idle started going up to 3000 rpm as minimum and then down multiple times when I was stopped. So when I stopped in a red light or in a stop sign, the car wanted to go and I had to press the break pedal hard. Acknowledging I bought a used car and some problems could occur, I didn't think that something like that was normal, especially because it had two hours since I bought it and because it wasn't a minimum damage (lights, mirror...). It was something serious, something was going on with the engine. We spent $6,900 so there shouldn't be anything significantly wrong like that. I was worried because I didn't feel safe driving it. The car wanted to go always that I was stopped so I was worried to hit a pedestrian or a bike.

Therefore, we decided to go back to the dealer to mention what was happening with the car. We thought they will look at it at least to evaluate whether it was something serious. We got astonished when the sales manager, [redacted], didn't want to look at it. He said he was not a mechanic and if the car wasn't broken and had a light on, he wouldn't put their technicians to look at it. We tried to explain that even if the car hasn't a light on yet, something was going on and we were expecting at least to show some interest and look at it. He was very rude with us, and finally he said that we needed to have a report from a mechanic saying that something was broken and then he will give us our money back.

So we went to the Mitsubishi to do a diagnosis, it costed $110. The report indicated that there were a problem with the body throttle and they recommended to be replaced. With this report we went back to the Chevrolet dealer to say that obvioulsy something was going on and this was the proof.

They took our car for a diagnosis and they confirmed the same result. We left the dealer waiting for a call to confirm if they will cover the repair or not, and if they will refund me the $110 of the diagnosis at the Mitsubishi because it was a bad practice and a bad treatment of their clients. The next day someone called me to say that they couldn't cover the repair (it will cost $360) but they would refund us the $110 so it would discount the money from the repair ($250).

The problem started again when I told them that I wasn't going to repair the car at their bodyshop. Of course, they didn't care about us at anytime so I would prefer to do the repair at the Mitsubishi. So I asked for my money, the $110. "Are you going to refund me that money anyways, even if I don't fix the car there?" I am still waiting for the answer. I called several times to ask about it. They passed my call to person to person and I have to retell my story over five times. Everything ends when they pass my call to a person who is never there and the answer machine tells me to call again. 20 days after buying the car, the light of "service engine soon" was on.

In conclusion, the service was awful. They didn't care about our problem and never call back. I don't understand why they asked me to bring a report from a different place and then second time we went there they were able to do the diagnosis...Wasn't easy to do your own diagnosis from the begining? so I saved $110, even if they weren't to fix it, just to let me know was going on. This man were very rude with us and I feel they are making fun of me passing my call over to different people. I spent money ($110, gas because I live far away) and a lot of time so of course I am not going to pay for the repair at this place and I want my $110 back.Desired Settlement: I want my $110 back

Business

Response:

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

Review: I have made several phone calls to gateway chevrolet. And left several messages (voicemail) this company doesn't return calls. Over the pAst 6 months I have left atleast 5 msgs for other reasons and always have to go to the business and hunt down some body to help me. I have never received a call back. My latest issue was cancleing my extended warranty. I have filled out the required forms and have not received my refund when I call to find out what's going on I get no where. I have left 3 voicemails in 3 days and still no return call. All I want is my refund back and a phone call would be nice to find out what is going on.Desired Settlement: Refund from canceled extended warranty

Business

Response:

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

Office Manager

?

I went to Gateway Chevrolet because of a bad experience with another dealer. I was very pleased at not only the friendly no pressure atmosphere, but how clean and organized all the departments where including the professionalism of all the staff. [redacted] my service advisor is outstanding, and the service personal did a beautiful job on my vehicle. Thank you Gateway, You now have a life long customer.

Purchased a used truck from dealer. We were using an out of state credit union, our out of state license, they didn't know how to handle sales tax, wouldn't listen, became rude, wouldn't call the lady we asked them to. Later we had trouble getting information and they were rude to person at other end. Things were promised-never forth coming. The truck had holes in battery-we were told it had been checked--No way!! It caught fire going to CampVerde. Will never recommend, use or anything else this company. They are only interested in money, not service and are not truthful.

Review: My 2014 Chevrolet Camaro was vandalized in May of 2015. I took it in to Gateway Chevrolet collision center for the repairs. The car was vandalized on the left side of the car and the trunk. When I picked up the vehicle the manager Jermery stated the paint of the car was warrantied for the life of the car. He mentioned this because I had just gotten married and was moving to Alabama to meet my husband (military). In December of 2015 I noticed bubbling on the driver side door right above the door handle. I contacted Jearmy and notified him of the issue. He asked me to send him pictures via email, which I did. Over email he confirmed it was a paint issue and for me to take it into a shop of my choice and he would take care of it. I took it into Salomon Chevrolet in Alabame where they quoted me a little over $800 to get the door fixed. Salomon Chevrolet contacted Jermey with the quote. Jeremy then contacted me stating he was trying to get the company the shop got their supplies for since it was their defect. He then stated $800 was too much and would cut me a check for $450 to get the issue resolved via email. I then contacted Chevrolet corporate to get assistance in the matter. I moved to Cheyenne Wy (military) in February of 2016. I took my car into Tyrrell Chevrolet as instructed by corporate. They quoted me $2002.76 for additional indiscrepencies they found with the job done at Gateway Chevrolet. Corporate nor Tyrrell Chevrolet have been able to get in contact with anyone at Gateway Chevrolet in regards to this matter. I was informed by corporate to contact my insurance to get them to fix the issues. I did contact my insurance and they told me the paint defect wasn't not their issue that I had to get it taken care of through Gateway Chevrolet.Desired Settlement: I am really frustrated with this issue. I just want my vehicle to get fixed and inform others of the kind of work being done at this body shop.

Business

Response:

Unfortunately this case was a bit tough to rectify as our customer has moved residence twice since this claim was opened. Having said that we are happy to report we received confirmation from a local body shop where the customer is now located that repairs will be made on 4/25. We have been in contact with the customer and she is happy with the resolution. Thanks again for allowing us the time to satisfy our customers properly.

Consumer

Response:

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: Whom It May Concern:

I am currently typing this email in helping out a young Spanish speaking lady by the name of [redacted]. This email is being sent to you regarding a matter that [redacted] and her daughter [redacted] currently facing at the moment.On April 23rd approximately around 9:00 pm [redacted]. was looking into purchasing a vehicle in which only [redacted] was present at the time with her sister. The salesman [redacted]who helped her out and close the sale with [redacted] had told her the vehicle had brand new tires and it came with extended warranty on the vehicle. Since [redacted] is a first time buyer she did not qualify for the deal she was looking for. In regarding of not qualifying as a first time buyer the salesman asked told her she would need a co signer to qualify at that moment she mentioned her mother. With out [redacted]not being present to sign to authorize to run her credit they went and ran her credit report. In which matter of minutes the salesman came back and told [redacted] she had a deal than [redacted] waited to sign the paperwork for the vehicle since [redacted] was not present to sign the paperwork salesman manager at the time told the salesman to go to [redacted] home which was approximately 10:00pm. [redacted] not knowing English in writing, the salesman stated he will explain to her the contract, mind you [redacted] was woken up from being already in bed. The salesman explained to her that the car was in good condition and was in no car accidents as well had brand new tires, as [redacted] asked for a car fax report she was told she would get it in the morning by the salesman [redacted].

Next day, (4/24/15 approximately 1pm) [redacted] looked at the vehicle and noticed the tires where used and not brand new, as well there was some damages and defectsas she has not yet driventhis vehicle yet. [redacted] then asked [redacted] to go to the dealership to ask them to fix the damages. [redacted] drove the carback to the dealership showed them the damages and tires. The salesman refused to fix the damage and stated they will not fix them as well refused to give the car fax report. Stating that it was not their responsibility in which it was not their car and they already got paid from the bank.At that moment[redacted] stated she did not want the car any longer and gave them the keys. Furthermore, the manager said that they already got paid for the vehicle and it was not theirs. Also, [redacted] than asked to speak with the General Manager and they refused to provide any communication or information of contact. Eventually, [redacted] and [redacted] had [redacted] son pick them up and take them home. Later on the day approximately 530pm [redacted] called her insurance and told them the situation and removed the insurance of the vehicle that they returned. Then around 6:15pm the salesman went and drop of the car when no one was home but not knowingly that [redacted] older daughter watched the salesman get of the vehicle and got into another vehicle with having the dealership license plate. [redacted] daughter called her and advised her of the what she witness. Eventually [redacted] left from her work and went and drop of the car back to the dealership.

Now today 4/25/15 at around 10am the same salesman went and drop of the vehicle again. Once again [redacted]'s older sister went to the dealership and drop of thevehicle and asked to speak to the manager. As her sister walked in, there where other customers that where having the same issues that [redacted] and [redacted] where having as they where trying to return the vehicle within 24 hours of the deal. [redacted] sister advised the manager of the matter. Instead of trying to help the situation he refused to speak with [redacted] sister. Eventually the older sister asked to speak with the general manager or CEOof the company and he refused to provide any names or contact information as well stated she could not talk to her because she was not on the contract. Since the manager refused to provide that information [redacted] sister video tape as she handed the keys to the manager [redacted] sister then walked out and the manager followed her and stated "I hope your video taping this too where Iam placing the keys in the vehicle and since it will be stolen your car insurance will pay for it." When [redacted] sister got home 2 hours later the salesman started to drive by the house waiting to see if no one was there watching todrop off the vehicle.

[redacted]video tape one of theircar employee waiting down the street from theirhome to drop of the car. As this harassment is happening [redacted]'s older sister finally googled the senior of Chevy [redacted] in which she called the company and left a message for [redacted] to return her call about the situation they are experiencing in which that was left at approximately 2:19pm. It is approximately 4/25/15 8:50pm and they have not gotten any response. Now they areterrified not only [redacted] but the whole family life has been in pause due to watching out for the salesman harassingthem on insisting leaving the vehicle at their home. [redacted] has a video that she took of one of the employee's waiting across the street of their home with the dealership license plate. They are feeling not only threaten by the dealership but now they are scared of their identity and further their financial rights. The have called the police department and they where told this is a civil matter, so they have asked channel 10 and Univision 33 for help since it is the weekend everything is closed and are not able to get any answers or attorneys legal advise. Please take this email as a consideration of seek for helpDesired Settlement: I would like for the general manager to give me a call effective as of April 27th [redacted] still has not received a call

Business

Response:

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

Consumer

Response:

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,

Review: I first went to Gateway Chevrolet for a basic oil change, when I was then told I had a oil leak and should bring my car back in at a later date. Approximately three months later I returned my 2010 Chevy equinox to Gateway Chevrolet. My car never had a check engine light on, nor any sign of a leak or transmission leak in my driveway, but I trusted that they knew what they were talking about. Six days after I gave them my car I received a rent a car around August 13, 2014. I then received my car on August 19,2014, fully fixed of all problem's and leaks. On Friday the 22, I brought my car back into Gateway Chevrolet due to the check engine light now on in my car, when I arrived to the service department and spoke with the man who had been helping me, He then hooked up a machine to check what the problem was with the car, the code was 0442 instantly him and another employee at Gateway said its just the gas cap, They ensured me I didn't tightened the gas gap after getting gas. I then told the men that I had yet to get gas in my car, because I filled up the tank before I dropped it off to them the first time, and I've had the vehicle for 4 years I think I figured that out by now. I told the service provider I would fill better if they kept my car to check out my vehicle throughly, due to the car just being fixed and I had seen no problems prior to bringing my car in to their shop, and now there is problems. The service provider ensured me that it was the gas cap and I was wrong, he then cleared my check engine light and sent me on my way. I drove my car home and let it sit for the rest of the day. Saturday night I went to start my car and my car did not start. My boyfriend jumped my vehicle and then the car stated it needed power steering fluid and all the flashers were on. On Monday the 25th of August 2014, My boyfriend dropped off my car to Gateway Chevrolet and told the service provider everything that had happened over the weekend. The service provider instantly told my boyfriend [redacted], that it sounds like a dead battery. Later that day I was told by my boyfriend that the service provider told him I needed a new battery and it would be 185.00 plus tax. Earlier that day I had a missed call while at work from a lady named [redacted], That she had good news about my car. I called back ASAP, little to find out it was the sales department informing me that I should trade in my car for a new one and my car could be a lemon. I told them I wanted to wait to hear what was wrong with my car before deciding if my car was a lemon. I refused to pay for a battery from this company due to not believing that I needed a new battery, when everything was fine before they did work on my car, and I defiantly never felt or saw a problem with my car before they took it under their care. My car warranty covered all the work they did on the car, which came out to two thousand and something dollars. My dad fought with the service manager/director and eventually he agreed after my father threaten to contact Revdex.com on them to put a battery in my car free of charge. I got my car back with a new battery 100% fixed to my knowledge. Then Today August 28,2014 I started my car to leave work and the check engine light was on I instantly drove my car to a different dealer ship to get their opinion on my extreme concerns of that dealer ship.They ran a test on my car to see what was wrong with it. The test showed my front total toe alignment was off by 40 degrees and my front tires were very worn, because of this. Also it stated the same code p0442 EVAP system leak detected (small leak). I was stunned to hear that the alignment was off because I have a answer machine message from the service provider at Gateway Chevrolet verbally stating that he just got done fixing my alignment and he is just waiting on some parts that had to break to get to the parts that needed fixing , on coming in. I tried to contact the service director/manager to explain my new concerns and he was completly rude and acts as if Im an it and he knows all, I do not feel comfortable giving my car back to their care. I feel as if they falsified the problems from the begining to obtain money from my insurance.Desired Settlement: I would like my car fixed 100% by Sands Chevrolet. I won't my car to be back to having no problems. Like it was before I brought it in and what they said they were doing.

Business

Response:

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