Head gasket blew on my vehicle just two months after Gateway had replaced it and while vacationing out state. Gateway not willing to compensate.
On 5/2/2015 my vehicle was towed to Gateway as it had been overheating and ultimately stalled out. The mechanic's diagnosis was that the radiator needed to be replaced which we had done for $606.06. Several days later, on 5/6/2015, this vehicle again had to be towed to Gateway as it was continuing to overheat, was steaming/smoking out of the engine, and stalled out. The diagnosis at that time was that it had a blown head gasket that needed replacing. To Gateway's credit, they provided this repair at no charge to us which we greatly appreciated. It took about a week for the work to be done and we had no further issues with the car overheating throughout the remainder of May and June, 2015.
On 7/6/2015, feeling confident that the vehicle was in good operating order, we opted to drive it 7 ½ hours to New Orleans for vacation. About 7 hours into the trip, we noticed that the vehicle began to overheat. We were able to make it to our hotel, where the vehicle remained parked for the duration of our trip (until we were to leave on Friday, 7/10/2015). Shortly after leaving New Orleans on 7/10/2015, the car again began to overheat and ultimately stalled out, requiring us to have it towed to a ********* ******* ****** in Slidell, Louisiana. The mechanics ultimately diagnosed the problem with the vehicle as being a blown head gasket. In addition, particles from the head gasket had gotten into the radiator, ultimately requiring the radiator to be replaced as well. The total cost for these repairs was ********* As we were out of town, had to be back at work on Monday, 7/13/15 and the repairs to the vehicle would not be completed until around Thursday, 7/16/15, we ultimately had incur the additional cost of a rental car for a week ********** We also incurred the costs of gas and a hotel room ******** when we had to return to Slidell, Louisiana on Friday, 7/17/15 to pick up our vehicle, return the rental car, and drive back home on Saturday, 7/18/15.
Suffice it to say, we are frustrated and disappointed with the work Gateway did on our vehicle both in terms of replacing the radiator and the head gasket, given that we have now incurred the costs of having to have both replaced again (only 2 months after Gateway replaced them). Given that we have been loyal customers of Gateway for several years, we attempted to resolve the issue amicably by first sending a letter and later having phone conversations with the manager at Gateway, *** ******. As of a phone conversation had with Mr. ****** today (7/30/2015), he indicated that Gateway was not willing to compensate us for any of these costs.
It is more than disappointing that Gateway has taken such a position as it seems clear to us that since the head gasket on the vehicle blew just two months after Gateway had replaced it, that the work they did was of insufficient and poor quality. It is truly unacceptable that the head gasket and radiator blew and needed to be replaced just two months after they were replaced by Gateway.
Certainly, had we been local when the head gasket blew on 7/10/2015 we would have had the car taken back to Gateway to be repaired (yet again). However, given that there was not a Gateway location within a reasonable distance from where we were in Slidell, Lousiana, and not being familiar with the area, we felt we had no choice but to have the car repaired at a ********* (since, at least, if there were further problems once getting the car home, we had ********* locations close to our home as well).
We are disappointed (to say the least) in Gateway's unwillingness to take responsibility for what has transpired in this situation. And, we continue to feel strongly that they should compensate us for the work that we had to have done on the vehicle that they had just done for us two months prior.
Compensation for the cost we had to pay ********* to replace the radiator and head gasket - ********
Reimbursement for the money paid to Gateway for replacing the radiatory in early May, 2015 - *******
Reimbursement for hotel and gas due to having to rreturn to Louisiana to pick up the vehicle - *******
Reimbursement for rental car due to having to leave the vehicle in Louisiana for repairs to be done - *******
As per our phone conversation, we do not feel we were in anyway responsible for the ***** trouble on their vacation trip. There were many contributing factors.
We did go to an outside professional to get their opinion, which they agreed with us.
After correspondence with the ***** we decided to offer ******* because customer satisfaction is of utmost importance to us. They accepted the offer and we feel the complaint should be removed.
Thank you for your time.
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is true that Gateway eventually decided to offer us ***** (half of our total expenses) in compensation for what occurred with our vehicle, it was only after we involved an attorney that they did so. Prior to involving an attorney, we attempted to negotiate with Gateway directly on this matter. As mentioned in previous coorespondence, they were unwilling to provide ANY compensation at that time. Thus, while they assert that they decided to offer us ***** "because customer satisfaction is of utmost importance to us," it is our assertion that if that were true, they would have offered that in the beginning. As it was, we feel that their offer was a direct result of us involving legal counsel and an effort to avoid further legal action should they have continued to refuse any compensation.
We have accepted Gateway's offer of ***** and will not pursue any further action on this matter (legal or otherwise).
Final Consumer Response