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:01/05/2024

  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.

  Gateway performed an oil change service on my 2007 Yukon, it has over 250k mi., on 12/13/23. Soon after, oil leaks pooled on my driveway. My truck did not leak any fluid before they serviced it. I noticed a week after that motor oil dripped from the oil pan drain plug. I loosened it and saw metal shavings. I called and spoke with shop *******, ***************************. I explained the situation, asked they inspect the oil pan, and was told Id have to pay a service fee. I asked why since the leak began after they serviced it. He said the tech would not have begun the work if an oil leak was seen before starting the service. ******************** then confirmed the service report did not have any notes of my truck having any leaks before the service was begun. He offered to price the replacement parts and labor, but not to cover those costs. The reasons given: my motor has over 250k miles; they last serviced it 50k mi. ago; wear and tear of the motor may have caused the plug to give out; their service techs do work to certain rules and specs; someone else could have damaged the drain hole; and insinuating I am attempting to defraud them for the parts. I said their service report doesnt notate any of that or a leak before service was begun. I asked to speak with his supervisor, was told his name is *****, and that he was listening. ***** did not join the call and I was told hed left when I asked to speak with him. ******************** said hed email the service report and a call summary. I received nothing. I emailed him, *****, and other employees on 12/22/23, and requested someone contact me. I have yet to be contacted. I mentioned to ******************** my truck is a family car and used daily so my familys safety and the motor are at risk unless repairs were made quickly due to the extent of the damage being unknown. While working to find a fix, I saw the plug was overtightened which stripped the drain hole threads and chipped the surface of the opening. The oil filter was also overtightened.

  Business Response

  Date: 05/23/2024

  Gateway disagrees with the complainant's version of the events and we consider it to be a frivolous claim. We will offer no remedy here.

   

  Customer Answer

  Date: 05/23/2024

  I am rejecting this response because:   This is Gateways first time  acknowledging this complaint since it was submitted on 1/5/24. It is now 5/23/24 and Gateway has failed to address any portion of my detailed complaint and offers no information, nor an alternative summary of the incident, to demonstrate that my complaint is inaccurate in any way. Gateways inference that my complaint is frivolous conveniently disguises their inability to provide a response supported by proof that they could easily gather in support of their position if it actually existed.  

• Initial Complaint

  Date:12/01/2023

  Type:Billing 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.

  On Oct 15, 2023 I made an online purchase of a GM ************* brake booster from Gateway ************ for the amount of $423.32 incl. tax & shipping. After I made the purchase, I realized the Gateway ************ was in the Dallas ********* as am I. I assumed the part was there in stock. I messaged them through their website and ask about being able to pick it up and not have to pay for shipping. It was several days later I realized the part was not in stock there. It had to be shipped to them. I did receive a response the following day from *************************** saying they can cancel the order and get it ordered and let you know once it's here if needed. long story short I never requested to change the order in any way or cancel it. Never the less, on Nov.1, 2023, he cancelled the order. He wanted me to come down there to pay for it and pick it up. I explained to him, I purchased it online because it was a company credit card purchase which is stored on my Paypal account and that I did not have the physical card. He sent a new invoice which I could pay for on line. When I pulled it up I saw that the price had increased to $583.50. I requested a revised invoice of the price I paid previously and never did receive a response. I eventually called Gateway. ******* was not available. The guy who answered my call claimed to be the parts manager but I never did get his name. I requested that the price of the part be corrected to what I previously had paid but he refused to help me at any level. Told me I had to pay the full price of $583.50 regardless of the fact that I paid $423 originally and never requested the order be cancelled. Apparently, GM has raised prices because of lost profits due to worker strikes. A $200 increase in cost of a part overnight and the way they tried to railroad me into paying the higher price is shady. All correspondence was made online and can be made available if required except for the last time which was the only time a phone call was made.

  Customer Answer

  Date: 12/04/2023

  Support Documents, All of the online communication from beginning to end.

  Business Response

  Date: 05/23/2024

  This complaint was received 5-23-24 by myself.

  Customer did not respond to multiple email attempts after his initial order. We were trying to let him know the part was NOT readily available and it would take a protracted amount of time. We needed to confirm that he did in fact want to wait for the part. After repeated email attempts to contact him, we canceled the order. GM, meanwhile, ordered a price increase on this part ( out of our control) . We explained all this to him and no further remedy is or will be offered.

  Customer Answer

  Date: 05/23/2024

  I have reviewed the business response and accept this resolution. I located the same exact part NOS superseded part number elsewhere at a more reasonable price. Problem solved. -***************************

• Initial Complaint

  Date:04/26/2023

  Type:Product 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.

  Bought a 2015 Dodge Ram **** Pick up truck from Gateway Buick GMC, ************************************************, ************, on February 10, 2020. ******** was ***************************. Do not have the financial manager name that **** up contract. The Financial Manager/Agent told me that since the truck had low mileage it qualitied for the dealership extended warranty for 36 months. Could be added for $3,000.00. I asked him what about the mileage, he said mileage did not matter it was 3 years warranty, bumper to bumper. I called my wife to confirm to add on. Signed several papers one right after another & signed bottom line. Now, looking at all paper work warranty, says 48Mo/******miles. This is not what the Financial Advisor told me. This was misleading & not honest on his part. I would have never agreed to this warranty if I was informed that covered only up to ****** miles! ****** I checked into this, because my wipers quit working & was going to take in to the dealership to get fixed. This dealership was not honest with me & no integrity here. I am requesting that my $3,000.00 be refunded as I was mislead. I am a senior citizen and feel I was taken advantage of. Documents available upon request. Thank you.

  Business Response

  Date: 04/26/2023

  ************** signed a document that clearly states the miles and term of his extended service contract. In no way was he misled into believing that it was for a shorter term with unlimited miles.  If he is unhappy with his policy he can contact ** to help cancel his policy and his refund will be sent to the leinholder. 

  Customer Answer

  Date: 04/28/2023

  I have emailed general manager *********************** and also left messages for him to contact me.  No response.  I am rejecting offer only because he or she or whoever  does not state how much will be refunded back to the lender.   I am requesting the full amount of $3,000.00 be refunded back to the lender.