BBB Revokes Gilbert Auto Accreditation for Pattern of Complaints

April 05, 2013

BBB of Eastern WA, North ID and MT revoked BBB Accreditation of Gilbert Auto Group, a new and used car dealership with locations in Washington and Idaho, due to violations of BBB Accreditation Standards. BBB’s board of directors voted on February 27, 2013 to revoke Gilbert Auto Group, BBB Accredited since 2005. Gilbert Auto had the opportunity to appeal this decision within 30 days but chose not to.

Concerns were raised when four complaints against the company in December went unanswered with multiple communications from BBB, violating accreditation standards. Upon further attempts to contact Gilbert Auto, they responded to all of the unresolved complaints. This spurred BBB’s investigator to look further into the consumer complaints, which revealed a consistent, serious pattern of issues. Multiple consumers alleged Gilbert Auto had failed to pay off the loans of traded in vehicles, putting consumers in collections and possibly harming their credit scores.

Eventually, Gilbert Auto chose to stop responding to BBB’s communications following investigation into the pattern of complaints.

Gilbert Auto Group violated the following BBB Standards of Accreditation:

  • 4A. Upon request, provide BBB with all information required to evaluate compliance with BBB standards. This may include, but is not limited to business name, address and contact information; names and background of principals; business and banking references; licensing and/or professional accreditation; and a complete description of the nature of the business.

  • 5A. Fulfill contracts signed and agreements reached.

  • 5B. Honor representations by correcting mistakes as quickly as possible.

  • 6A. Promptly respond to all complaints forwarded by BBB by:

    1. Resolving the complaint directly with the complainant and notifying BBB, or

    2. Providing BBB with a response that BBB determines is professional, addresses all of the issues raised by the complainant, includes appropriate evidence and documents supporting the business' position, and explains why any relief sought by the complainant cannot or should not be granted.

  • 8A. Avoid involvement, by the business or its principals, in activities that reflect unfavorably on, or otherwise adversely affect the public image of BBB or its accredited businesses.

BBB encourages consumers to thoroughly research companies before working with them. BBB is a neutral, unbiased nonprofit organization that sets and upholds high standards for fair and honest business behavior for both BBB Accredited and non-accredited businesses. For more information, visit or call your BBB at 509-455-4200.