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Consumer Complaints

BBB Accredited Business since 06/01/2003

Gates Nissan, LLC

Phone: (859) 624-1515

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)
10/09/2014Problems with Product / Service | Read Complaint Details
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Complaint
09 perc 05 Cert preown Altima, 4 yrs later floor boards rot out, fenders wells feel out, 2 brake calipers lock up, pos water damage, no help offered
My Sister bought a 2005 pre-owned certified Nissan Altima from Gates in 2009/ 2010. I worked on her car and replaced both rear calipers for her in 2013. While noticing how awful the condition of the rear brakes, I also noticed the floor boards to be rotted out, and the front floor board carpet exposed from underneath the car. The rot was about the size of a toy football on both front floor boards. Several months later both front fender wells fell out from under the car. Finally a few months ago the alternator was replaced a second time in just over a year.
The car is now 9 years old and has 160,000 miles on it. Even so, a vehicle of this age should never be found in this condition without extensive exposure to water. I have never seen both rear calipers lock up like this on cars of a much older age. I have never seen another car less then 10 years old with this amount of body and mechanical damage. I am willing to bet it is hard to find a 20 year old car with this amount of damage.
Given the uniqueness of this situation I pleaded my case to Gates. Gates said they were unable to help and to call Nissan. Nissan said they were unable to help. I guess they don't sell enough cars? I realize they were not contractually obligated to do anything. Things like this just happen. I just want everyone to know that Gates doesn't stand behind quality products. Gates quality rather certified or not, puts the buyer at risk and no matter how sad your story, Gates isn't interested. Gates will not offer any kind of generosity or compassion.
I just ask that everyone does their home work concerning car buying. Inspect your vehicle regularly while under warranty. Know exactly what your warranty means. The certified inspection just means that part of the inspection clarifies that the car has 4 doors and a battery.

Desired Settlement
We are no longer seeking a settlement. The car was traded off because we could no longer put my sister and her kids at risk with the condition of the car. This is a bought lesson and I will not deal with Gates or Nissan again. I just ask BBB to warn potential Gates customers and to educate what certified pre-owned vehicle means.

Business Response
At Gates Nissan, it is our unequivocal policy to satisfy every customer concern. Clearly, there are issues which may be beyond our purview such as those created by the manufacturer. However, even when problems arise that were caused by a manufacturer's defect, it is our responsibility to act as our customer's advocate.

I cannot respond specifically to *** ******* complaint only because I have no record of either his purchase or his service record. If supplied with his Vehicle Identification Number, I will perform the requisite research, including interviewing our service manager, technicians and representatives from Nissan. At that point, I will be able to answer every concern.

This situation is vitally important to me. The fact that the vehicle in question is no longer owned by *** ******* sister will not deter me from doing everything possible to restore her confidence in Gates Nissan.

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******* *****
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(XXX)XXX-XXXX
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***** ******* ***


Industry Comparison| Chart

Auto Dealers - New & Used, Auto Dealers - Used Cars, Auto Dealers - New Cars

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.