ComplaintsforGateway Toyota
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I went into Gateway Toyota yesterday to inquire about purchasing a Toyota Tacoma. I had done my research and the **** of the truck I wanted came out to just above $40,000. I realize with all the shortages there could be a delay, as I am not in dire need of the new vehicle I could be patient. In speaking with the sales person I was indeed informed that they did not have anything in stock but they had one coming in in late april or early may and he showed me a printout of the truck. It was almost exactly what I was looking for except it did not have the bed cover or steps and I was informed that they could add them for about $1500. Looking at the printout The **** was just over $41,000 then I would have to pay for the add-ons(steps and bed cover). This was acceptable. But then written under the **** of the truck was two prices for "Packages" each $1995. The sales person informed me that these were standard packages they put on all their cars. One was for Pinstripe and door and window guards. The second $1995 was for interior and exterior protection. I was fine with the **** and add-on's needed but these are unwanted and the prices seem hyper-inflated. When I said I didn't want them I was told they could not take them off. I find this questionable because they were not on the printout from the factory they were written in so this is something the dealership "installs". So they are forcing every customer to cough up an extra $3990 for arbitrary "packages" they made up. I'm not seeking any damages but I don't believe this kind of shakedown should go unreported.Business response
03/24/2022
************** was at Gateway to purchase 22 Tacoma this was an inbound vehicle , these are very limited and most are ordered before they arrive at dealer. All inbound and vehicles in stock have value added packages . Every vehicle sold has value added package even those purchased by employees . This was fully explained to customer at time of visit . We are sorry customer feels this way but this is part of dealer process and not subject to changeCustomer response
03/24/2022
Complaint: 16915616
I am rejecting this response because:
They are presenting these packages as if they are added or ordered from the factory this way. They are not, they are added at the dealership. This is not something they cannot change this is something this business does not wish to change because they can charge you $4000 for $100 in goods. In speaking to other dealerships its how they are inflating the price without saying thats is what they are doing.
Regards,
*************************Initial Complaint
09/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new car which includes maintenance service every **** miles for 2**** miles or 2 1/2 years whichever comes first. Part of the service is oil changes at ***** & ***** miles. I requested an oil change at 1**** INSTEAD of ***** to which they agreed & assured me that I still will get the ***** & 2**** service of tire rotations fluids etc.However now they claim that I "skipped" the 1**** & I am not entitled to the last service at 2****.I spoke to Toyota headquarters who agreed with me & attempted to speak with gateway but they refused to budge.I paid for a new car which includes the services!! They are nit honest.Business response
09/15/2021
Customer feels he was mislead regarding ********************** Care , he has been in contact with Service Manager *******************, Customer Relations Manager, and our GM *************************. He has posted many negative things regarding dealership. Our GM called left messages for **************** that we would work with him but he would need to take down all negative comments the service he feels we are not providing is a tire rotation which is less than $40.00. Dealer GM has made several attempts to contact this customer , he has not returned any calls/messages
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.