Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2022 ***** Trailblazer died on my way back to ******* on 04/05/2025 while I was on I 10 east. I had the car towed to Gateway Chevrolet and the advisor ******* ****** immediately stated that this would valid any warranty or repurchase settlement. On 04/23/2025 I received a telephone call from ******** ***** stating that I would have to pay for repairs of the vehicle before they could continue with the repurchase of my vehicle. In other words, he was telling me that they were not going to honor the facts that I brought the vehicle into ****** Chevrolet four times to be repaired for the engine and transmission, and they were not able to fix the issues. But once the car died, they immediately determined that it was outside of the warranty. Now they are trying to force me to make an, estimate for a new engine $14,000-$15,000, to replace an already defected engine in which a settlement offer was made and accepted by me. On top of that I've had to rent a vehicle from Enterprise, and they are now telling me they are not going to reimburse me. Enterprise have charged my CC over a $1,000. I need immediate help with this situation.

  

  Business Response

  Date: 04/24/2025

  On April 5, 2025, the vehicle was brought to Gateway Chevrolet after reportedly breaking down on I-10 East. Upon arrival and initial inspection, our service team immediately noted that the oil filter had detached from the engine, resulting in complete oil loss. This type of failure can cause significant engine damage, and we understand the frustration this situation has caused the customer.

  The customer informed us that he was in route to the original selling dealershipMartin Chevroletwith the intention of completing a vehicle buyback. Given that context, and to avoid interfering with a process already in motion, we advised the customer to have the vehicle towed back to ****** Chevrolet. We felt this was the most appropriate course of action to ensure continuity and avoid any potential complications with the buyback process.

  We encourage the customer to continue working directly with the original dealership and GMs customer ********************** team to resolve this matter and the rental matter. 

  ****** *******
  General Manager

  Customer Answer

  Date: 04/24/2025

   I never indicated to them on April 5 2025 that I was on my way to ****** Chevrolet in California  I indicated to them I was returning from **********. I INFORMED THEM THAT ****** CHEVROLET IN ********** WAS THE DEALERSHIP WHERE I WAS SUPPOSED TO RETURN THE VEHICLE ONCE THEY SET A DATE, BUT THE CAR DIED ON APRIL FIFTH TWENTY TWENTY FIVE IN *******. HOWEVER, THAT WOULD BE IMPOSSIBLE NOW, SINCE THE CAR STALLED ON ME IN *******, THEY IMMEDIATELY INDICATED TO ME THAT I WOULD BE RESPONSIBLE BECAUSE IT WAS NOT A WARRANTY ISSUE. GATEWAY CHEVROLET AND G M REPURCHASE DEPARTMENT IS BLAMING ME FOR THE DEFECTED ENGINE AND TRYING TO GET ME TO PAY TO REPAIR THE AFFECTED ENGINE. NO ONE UNTIL YESTERDAY INDICATED THAT I NEEDED TO HAVE THE CAR SENT BACK TO ****** CHEVROLET IN ********** AND IF THAT'S THE **** THEN G M REPURCHASE DEPARTMENT IS RESPONSIBLE TO HAVE THAT HAPPEN AND NOT ME.

  

  Business Response

  Date: 04/25/2025

  Thank you for the clarification regarding your intended travel and communication with our team on April 5, 2025.

  We understand that you were returning from **********, and that ****** Chevrolet was the dealership designated to complete the repurchase once a date was set. Our recommendation to have the vehicle returned to ****** Chevrolet was based on our understanding that they were the store already working with you and ************** on the repurchase.

  As stated before, we strongly recommend continuing to work directly with the original ** dealership and **************. Our intention was not to assign blame, but simply to avoid causing any confusion or getting in between the customer and **************. Since ********************** was not the selling dealership and not involved in the original repair attempts or repurchase discussions, we feel it's best for all parties that communication and next steps go through the channels already handling the matter.

  ****** *******
  General Manager

• Initial Complaint

  Date:03/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As we were driving our new 2024 ***** truck home from work it started shuttering and wouldn't shift from 2nd to 3rd the dash lights came on and said to deaccelerate. We called Gateway Chevrolet (Joe Gambino Chevrolet) they told us to bring it in and let's see what is wrong. We dropped the truck off; they took it into service and there the trouble begins. They now tell us that they will have our truck for how long they don't know. They don't have any technicians to tell us what is wrong and said we are in a queue to have someone look at the truck, but at that time they won't be able to tell us how long it will be to get parts and get it fixed. This has turned into a total nightmare. The customer ********************** **** won't help us at all. We need to get a loaner truck so that we can continue in our business. We can't be waiting for months or however long they take to get a technician or parts and put it together. The service **** won't help us just stare at you like we are the enemy... No offer of help, no timeline, no parts list, no rental truck... They tell us just wait wait wait.... Our business is suffering.

  

  Business Response

  Date: 03/25/2025

  We understand your frustration and sincerely apologize for the inconvenience this situation has caused you. We recognize how important your truck is to your business, and we want to assure you that we are doing everything possible to resolve this issue as quickly as we can.

  At the store level, we have taken all possible steps to expedite the process, including adjusting other appointments to prioritize your truck.However, as per GMs protocol, there are specific procedures we must follow,and we are actively working within those guidelines to get you an answer as soon as possible.
  

  We completely understand the urgency of the matter, and we are striving to have more information regarding your trucks status this week.Please know that our team is committed to assisting you and will continue to push for the quickest resolution.

  We truly appreciate your patience and understanding.
  
  ****** *******
  General Manager
  Gateway Chevrolet
  ***************************************************************************

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/29/2024, I purchased a Bolt EV from Gateway Chevrolet, we were looking at other vehicles and different dealerships, but we decided to purchase the Bolt EV because we were told that we would be receiving a $4,000 tax credit from the ***. Now, I am filing my taxes and I am being told that this vehicle does not qualify for the tax credit. If it were not for this tax credit, we would have purchased another vehicle. We were specifically lied to about the tax credit so we could purchase this vehicle. Now, when I try to get a hold of a manager, the call keeps dropping or I am placed on hold for 20 minutes at a time. But when it comes to making a sale, they are on you like white on rice.

  

  Business Response

  Date: 03/06/2025

  We appreciate the opportunity to address this matter. The *** provides publicly available information regarding tax credits for electric vehicles, and we strongly encourage all customers to review official *** guidelines or consult with a qualified tax professional to determine eligibility before making a purchase decision. Gateway Chevrolet understands that every individuals tax situation is unique, and we encourage all customers to verify any potential tax incentives in advance. Doing so helps ensure clarity in the purchasing process and prevents any misunderstandings.
  

  Regarding the difficulty in reaching a manager, we sincerely apologize for any inconvenience this may have caused. We take customer communication seriously and are actively reviewing our internal processes to enhance responsiveness and ensure inquiries are addressed in a timely manner.
  

  Sincerely,
  Gateway Chevrolet

  Customer Answer

  Date: 03/06/2025

  Basically, what you are saying is to cross verify any statements that have been made by your experts, who are spitting out selling points that are lies. You go in with a professional and you place your trust in them and your response to that is "Don't believe what my salesmen are telling you, it might be a lie; so you better cross check it". That is extremely unethical. You never provided information to let us know that this was verifiable. A regular consumer does not know this. Not once did you encourage us to verify your claims about the taxes, nor direct us in the correct direction to be able to verify this.

  Also, regarding the manager, I have been calling for a few days now and have left my phone number multiple times to get a call back and I have yet to receive a call. It seems like you take communications very seriously when it comes to luring in potential victims, but at the time of a complaint, you hide with your tail between your legs, because you know that you sold the vehicle under false pretenses.

  

  Business Response

  Date: 03/20/2025

  We appreciate the opportunity to address this matter. The *** provides publicly available information regarding tax credits for electric vehicles, and we strongly encourage all customers to review official *** guidelines or consult with a qualified tax professional to determine eligibility before making a purchase decision. Gateway Chevrolet understands that every individuals tax situation is unique, and we encourage all customers to verify any potential tax incentives in advance. Doing so helps ensure clarity in the purchasing process and prevents any misunderstandings.
  
  Regarding the difficulty in reaching a manager, we sincerely apologize for any inconvenience this may have caused. We take customer communication seriously and are actively reviewing our internal processes to enhance responsiveness and ensure inquiries are addressed in a timely manner.
  
  Sincerely,
  Gateway Chevrolet

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a new 2025 Chevrolet Traverse, after nearly a month the transmission started to leak and had to be towed on December 23rd to Chevrolet dealership. It has been stuck there ever since. Cliff the service person very rudely calls with updates and **** the service manager is even worse. Their story changes each time, we've kept detailed notes of every encounter with them. We want our car fixed.

  

  Business Response

  Date: 01/14/2025

  Thank you for reaching out and sharing your concerns regarding your 2025 ***** Traverse. We sincerely apologize for any frustration or inconvenience this situation has caused.

  Your vehicle was towed to our dealership on December 23rd without a prior appointment. Recognizing the urgency due to the low mileage, we prioritized your vehicle ahead of approximately 20 others to expedite the inspection process. Although the vehicle was not purchased from our dealership,we remain committed to providing exceptional service and have done our best to address your concerns promptly.
  Currently, your Traverse is with one of our certified technicians.All necessary parts have arrived, and we are targeting completion of the repair by Wednesday. If unforeseen circumstances prevent us from finishing by then,please note that the technician assigned to your vehicle we get it done as soon as possible.

  We understand how important timely communication is, and we apologize if you have felt overlooked. We value your business and appreciate your patience as we work to resolve this issue.
  Thank you for giving us the opportunity to assist you.
  
  ****** *******
  General Manager
  Gateway Chevrolet
  ***************************************************************************

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Urgent Safety Issue and Request for Resolution Good day,My name is ****** *****, and I am reaching out regarding a critical safety issue with the vehicle I purchased from Gateway Chevrolet. This vehicle has ****** highway miles and has not been modified since purchase.I was sold a very Unsafe vehicle ! My truck has only been driven on highways / paved roads only and has very low miles also after looking into this I have come across many others with the same truck and low miles with the exact same issue .On October 26, 2024, my wife and I were involved in an accident due to a part failureeither a failed ball joint or an improperly installed lift kit, which compromised the ball joints integrity. This accident had the potential to be catastrophic. The failure caused the brake lines to snap, and I was barely able to steer the truck to the side of the road, where it skidded on sand after the tire detached from the upper control arm. The vehicle came to an abrupt stop when it struck a sand embankment. Without this embankment, the truck could have rolled, risking severe injuries or worse. This incident should never have *************** estimates exceed $4,000.00 and would only address the damage on the affected side. The opposite side, with the same faulty configuration, poses a serious risk and renders the vehicle a potential hazard. Without proper repairs, it is only a matter of time before this issue recurs, possibly with far more severe consequences.Requesting that Chevrolet take full responsibility to ensure this vehicles safety through comprehensive repairs. According to Sands Chevrolet, this vehicle has a lift kit improperly installed prior to my purchase, a fact that was not disclosed to me. Additionally, Gateway Chevrolet continues to advertise similar lifted trucks on its website, potentially endangering other customers. To restore the vehicles safety, it requires the correct aftermarket upper control arms etc. or a full refund .

  

  Business Response

  Date: 11/08/2024

  Dear BBB Representative's,
  Thank you for allowing us the opportunity to address the recent complaint filed by *** ****** We have responded to the customer directly with the following message to acknowledge their concerns:
  
  Thank you for bringing your concerns to our attention. We appreciate the details youve provided regarding the incident with your vehicle.
  After conducting a thorough review and inspection, along with considering the time elapsed since your purchase, we have determined that we will not be taking responsibility for the issues listed in your email. 
  We understand the significance of this situation and encourage you to work closely with the service team at Sands Chevrolet to address any necessary repairs for the safe operation of your vehicle.
  Thank you once again for reaching out, and we wish you all the best in resolving this matter."
  
  We have encouraged *** ***** to work closely with ***** to address the necessary repairs but as stated in our email response to *** *****,we are not responsible for the issues listed in his complaint.
  Thank you for your support and assistance.
  
  ****** *******
  General Manager
  Gateway Chevrolet
  ***************************************************************************

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used 2024 Equinox from Gateway Chevrolet. The salesman, ******, opened all doors and the trunk to the **** In the trunk were 4 floor/car mats for the vehicle. I decided to purchase the vehicle. While completing the paperwork, my Equinox was taken out to be washed. After signing the finance docs, I drove my vehicle off the lot. When I went to the trunk to get the floor/car mats, there were no car mats. I called ****** and left a voice mail stating the floor/car mats were not in the car. No return call from ******. I called two additional times, leaving voice mails, still no return calls from ******. On one call, I actually spoke to ****** about the missing floor/car mats. ****** said he would speak to a sales manger to see if they could be replaced. I waited a few days, "crickets." No return call from ******. I called and left *** with ****** a minimum of five times. The last two I was quite angry at the time. I decided to go to the dealership and talk to a sales manager to get my floor/car mats. I spoke to sales manager ****, he told me he would order the mats and have them mailed out on Monday to my home address so I wouldn't have to make another trip to the dealership. I waited over a week, checking my mailbox and never got my car mats. I called sales manager **** four times, leaving a voice mail, and still no return calls. The last call I made was to ***, the General Manager. I left him the same message about my floor mats. Again, nothing. Gateway's website and advertising is all about Customer ********************** and making their customers happy. Well, I'm a customer, I didn't get any customer ********************** and I am not happy. All I want are my Floor/Car Mats! I'm not asking for a different vehicle or tires or a different paint color. I just want my floor mats. I don't understand what the problem is. I just want them to give me my floor mats.Please help BBB.

  

  Business Response

  Date: 11/06/2024

  
  Dear BBB Representative's,

  Thank you for allowing us the opportunity to address the recent complaint filed by ******** ******. We have responded to the customer directly with the following message to acknowledge their concerns and outline our commitment to resolving the issue:
  
  "Thank you for bringing this matter to our attention, and we apologize sincerely for any frustration or inconvenience caused. We regret the miscommunication and the delays you've experienced while trying to receive the floor mats for your 2024 Equinox. This is not in line with the level of service we strive to provide.
  To resolve this as quickly as possible, we will reach out to confirm your current address and ensure that a set of floor mats is promptly shipped to you. Your satisfaction is important to us, and we are committed to addressing this matter in a way that reflects our appreciation of your business.
  Thank you for your patience and for giving us the opportunity to make this right."
  
  We are actively working to ensure the customer receives their floor mats without further delay, and we are in direct communication with them to finalize this arrangement. 
  Thank you for your support and assistance.
  
  ****** *******
  General Manager
  Gateway Chevrolet
  ***************************************************************************

  
  

  Customer Answer

  Date: 11/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The Sale Manager **** left a voice mail for me yesterday, Thursday, November 7, 2024. I retuned his call, leaving a voice mail with my name number and address. 

  I will consider this complaint resolved when I the receive car mats that were designed to go with my car. I believe that will take more than 5 calendar days, however.
  
  Regards,
  
  ******** ******
  
   

  
  

  Customer Answer

  Date: 11/19/2024

  This is a continuation of BBB Complaint ID: ********, regarding not receiving my floor mats for the 2024 Chevrolet Equinox I purchased from Gateway Chevrolet on SEPTEMBER 24, 2024!!! I HAVE BEEN WAITING ALMOST TWO MONTHS TO GET MY CAR MATS!!! I did not check the box on Complaint ID: ******** stating the matter had been completed satisfactorily. I said it will be when I receive them. It is EIGHT DAYS after that date and I still have yet to receive them. I have received several calls that they are coming, they are in the mail, whoops, not just yet, etc., etc. I was out of town, didn't get your messages, blah, blah, blah. I did exactly what the General Manager said to do in his response to my initial complaint in early November - contact Gateway to confirm my address. I HAVE DONE THAT AND STILL NO CAR MATS!!! TWO WEEKS LATER!!

  

  Business Response

  Date: 03/14/2025

  Dear BBB Representative's,

  We truly appreciate your patience and understanding is this situation.  While the desired floor mats are still on a national back order, our parts specialist made several calls to numerus dealerships throughout the nation and has finally been able to secure a set from *************  The mats have been shipped and as soon as we receive them, I will reach out and make arrangements to get them to Ms. ************* I have left a voice mail for the customer explaining such and hope to have this completely resolved by the end of the month. Thank you.

  ********* *****

  Controller

   

  Customer Answer

  Date: 03/16/2025

   

  3/16/25

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to ACTUALLY perform this action and, if it does, will consider this complaint resolved. However, given past experience with this dealership, I'm not expecting this matter to be resolved any time soon. 

  Regards,
  
  ******** ******

   

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 
  
  Regards,
  
  ******** ******
  
   

  
  

• Initial Complaint

  Date:06/15/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a brand new car here in ******* I did a walk around but the car had water spots on it so I could not see everything. There was sticky glue all over the top of the car which I could not see till I got home and was on a ladder detailing the car. I also marked off on a sheet what I could see and had a manager ***************************** signed off. The manager then would not even fully honor the warranty items checked off which I have full proof of. When I got home I used a soft rag and detailed the car by hand and removed all the water spots. After this I noticed further manafacture defects and also some thin scratches in the paint and tailllights. The front and back metal part of bumper came discolored I also noticed the window wipers were sticking to the car. I proceeded to call and speak to the manager of dealership all he said was how is that possible with window wipers. The car sits in blazing hot sun its not that hard to believe. I had to purchase a few items to try to remove the sticky substance on the car before the hot sun melted it in further. I bought different wax types. There was also wax all over black bumper I had to remove that the detailer had applied. Most of this was vas not visible due to water spots. Im unsure of what outcome I would like at this time. I have tried to reach service department manager but have been told hes not in multiple times. I have been brushed off by two sales managers at this time when trying to figure out how to handle this. I believe the dealership had full knowledge of these issues before they sold me the car. The car was close to $33,000 the exact numbers on my paperwork at home

  

  Business Response

  Date: 06/18/2024

  ******************** ,
  
  
  In response to your concerns, We spent extensive time together going over your vehicle with a fine-tooth comb. I know you were very thorough as we looked over the entire vehicle. You were so concerned about going over the car in the sunlight you took delivery the following day. We even took the vehicle back to detail to remove a glue spot. At that point you were happy with the condition and thanked me. What I can offer you is a detail from a ***** dealership in your area. We will take care of any cost associated with the detail.
  
  
   Sincerely,
  *****************************

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Couple months back I purchased a car from this dealership I was promised a 500 discount for been a health care provider. They never sent it they kept it. They also kept my gap and extended warranty from my trade in. I have attached the emails with the conversation if you need more proof I have more emails

  

  Business Response

  Date: 12/22/2023

  We have contacted the customer and are going to give them a check for the ****** Rebate on Tuesday the 26th of December. The Rebate was not part of the deal. It was discovered after the sale. The Salesperson did not make us aware of it. The paperwork was never processed or filed with ************** for payment. ******************** will be coming Tuesday to sign the proper documents required for the rebate to be paid. Also to capture the needed customer signatures. We apologized for the situation to ******************** and, we are happy to care of this. 

• Initial Complaint

  Date:10/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Spanish-speaking mother financed a car from Gateway Chevrolet on 8/31/23. The dealer agent misled her and ultimately committed deception when having her sign the maximum amount of service and protection plans, despite her saying she did not want them. The add-ons are optional and are stated as such on the contract. Additionally, despite her buying all these service plans, the manager refuses to have technicians look at the vehicles, stating that he took them for a test drive and everything is fine. The manager, ***************************, refused to check the vehicle for codes and stated that the reason the codes were showing was because of a glitch. Then ***** proceeded to say that my mother should not be buying stuff if she doesn't know how to read English.

  

  Business Response

  Date: 10/21/2023

  As we stated in our response several weeks ago. Your Parents are free to cancel any product that was purchased. Please keep in mind at this point the refund might have a slight proration. Due to the delay in your response. Secondly, as previously stated please feel free to reach out to General Manager directly. His name is ************************* he has been waiting to hear from you. His direct number is ************ and his e-mail is **************************************** We are ready and eager to help. You just need to reach out. 

  Thanks,

  Gateway Chevrolet. 

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the last week of August 2023 I had made an inquiry to their dealership per Familys referral that this facility was great and had previously bought two cars from them. Several sales managers had contacted me. I was busy at work and finally on Monday, August 28 I was able to reach out to one of them. We spent several hours on the phone submitting documents, taking pictures of my trade-in Going over credit down payment history what we were looking for. Later in the afternoon, I got a text from the sales person that said great news !we can do no money down, your payment under the goal and you just have to get one of these 3 cars to fix the negative equity. I said perfect. Were on our way now. We get there and we talk to you about seven different people never had our sales person after we walked into the door, the sales person we did end up working with for the rest of it was very nice and I didnt have a problem with him. However, the problem was when it came sign paperwork now were being told that we need $5000 down and its a $900 a month payment. I said thats incorrect. Heres the whole text message history gave him my phone, who then took it to a manager then the original sales guy I was working with finally came over to the table and said tell me whats going on and I just looked at him and like youve got to be kidding me, so I explained our text conversation to him again as well as the conversation I had with the other sales guy,the numbers were not matching up and this is not what we were told. Total bait and switch. He blamed others and turned it on me. The employees were talking badly about other coworkers and clients when they were standing directly behind me. It was absurd. A manager came out and was yelling at employees about being disrespectful . Im not sure why, I had just sat down from test driving. The music blasted like it was a club and then got turned off and then loud again it absolutely ridiculous. very deceiving, bait and switch plan.

  

  Business Response

  Date: 08/30/2023

  We have connected with ******** we have apologized for what happened on his visit. We are reviewing all of the facts and figures. The numbers that we need to achieve to earn ********'s business. She is working with the General Manager to see if we can make something work for her. 

  Customer Answer

  Date: 08/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I did speak with the ** this morning and sent the text conversation that took place showing what the sales person had said. He did listen to me and my experience with his team and did apologize for what had occurred and assured me this is not their business practice. I am waiting for another phone call from him to see if a deal can be reached. I am willing to only work with ****** and **** regarding any deal or purchase. 
  
  Regards,
  
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