Complaints

This profile includes complaints for Gateway Transmissions Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gateway Transmissions Inc

  1301 E College Way Mount Vernon, WA 98273-5618

  
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  Gateway Transmissions Inc

  487 Metcalf St Sedro Woolley, WA 98284-1009

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:10/03/2024

  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.

  On 8/22/23, I brought my car to Gateway Transmission for a check engine light. They diagnosed the issue and quoted $1500 for repairs, which I approved. Afterward, they said the repair didnt solve the issue and needed more work. I approved, bringing the total to $3,200. However, after picking up the car, the check engine light came back on immediately. I returned it, and they claimed they found the real issue, quoting another $3,253.07. At this point, I lost confidence in their diagnosis.Gateway then told me there was a recall on the engine and suggested the dealership could swap parts related to the problem. I took my car to the dealership, but the issue remained. When I took it back to Gateway, they said the repair would be under warranty. Without informing me, Gateway transferred the car to ***************** in **************************** claimed the ****** dealership used too much silicone during the recall, causing a blockage. I requested proof, which I sent to ******. ****** responded, showing that the silicone Bavarian mentioned was different from what they used, and refused ******************, on 10/3/24, ***************** is asking me to pay $4,500 for repairs or $1,500 to tow the car back to my house, stating the work isnt covered under warranty. It has been over a year, and despite spending thousands of dollars, my car is in worse condition than when I initially brought it in.

  

  Business Response

  Date: 10/04/2024

  October 4, 2024
  To Whom It May Concern,
  I am writing in response to the complaint submitted by ****** ***** regarding the repairs performed on his ****** engine. We take such matters seriously and appreciate the opportunity to clarify the situation.
  ****** ***** visited our facility August 22  2023 with a complaint of a check engine light. Upon evaluation of his vehicle, we identified a critical failure in his engine timing system. Upon completion of authorized repairs, we test drove his vehicle 14 miles with no recurring problems.
  Mr. ***** returned shortly after, reporting the check engine light had returned. We performed a warranty diagnostic service and identified a non-related failure that would be covered as a ***************** Bulletin by ******* Given the cost for us to complete that repair, we recommended that ******** take his vehicle to the ****** dealership, which he opted to do.
  After repairs were completed by ******* Mr. ***** once again returned, stating that his check engine light was back.
  Upon further investigation through disassembly of the timing area of Mr. ****** engine where we had originally performed repairs, we identified evidence that the mechanical failure Mr. ***** was experiencing originated from inside the engine, well beyond the area in which we had performed any repairs.
  We shared this discovery with ********* informing him that we would need to disassemble his engine to identify the cause and extent of the damage, informing him that it was not under warranty and would be payable by Mr. ****** He provided a signed authorization for this labor.
  Upon disassembly of the engine as authorized by Mr. ****** we discovered that the damage stemmed from improper repairs conducted by the ****** dealership prior to Mr. ***** returning to our shop. Specifically, we found that excessive silicone had been used, which obstructed critical oil passages, leading to significant heat damage to various engine components. This finding was substantiated by documentation from ******* repair procedures, which clearly cautions against the use of excessive silicone.
  We shared this evidence with ********* who acknowledged its validity and subsequently approached the ****** dealership for compensation or rectification. Unfortunately, the dealership declined this request, and although we offered to assist Mr. ***** in an appeal to ******* he has since refused to fulfill his payment for our services, which were carried out properly and in good faith.
  Mr. ***** has been provided with multiple options to move forward, with an estimate to repair the discovered damage, to reassemble his engine as is, or to have the vehicle transported to a location of his choosing with only the cost of disassembly due. He has declined to accept any option, again stating that since ****** will not be honoring any warranty that we should be responsible for the repairs at no cost to him. ******* unwillingness to honor their warranty in no way implies an obligation that we perform repairs on Mr. ****** vehicle and reduced or no cost. Mr. ****** frivolous complaints to this office as well as the *********************** have created delay beyond the already unconscionable amount of time his vehicle has occupied space on our lot, without payment for services provided,and have resulted in the accrual of storage charges.
  It is our belief that our work was conducted according to industry standards, and we acted responsibly in addressing the issue once it was brought to our attention. However, we find ourselves in a challenging position as the vehicle has been left with us for approximately six months without payment.
  We remain committed to transparency and customer satisfaction. We hope that this clarification helps in understanding the circumstances surrounding this situation. If there are any further questions or if additional information is required, please do not hesitate to reach out.
  Sincerely,
  
  
  *** *******
  Gateway Automotive and Transmission
  ************

  Customer Answer

  Date: 10/04/2024

  Dear BBB and Gateway Transmission,
  I am writing to address the inaccuracies and omissions in Gateway Transmissions response to my complaint. I believe several key facts need to be clarified for an accurate review of this case.
  Gateway Transmission claims that I authorized repairs on my vehicle knowing I would be responsible for the costs. However, this is not accurate. I did authorize the original repairs performed by Gateway Transmission, but I did not authorize additional work unless it could be conclusively proven that the ****** dealerships prior repairs were at fault. I specifically requested proof that ****** had caused the issue before moving forward with any more repairs. Despite this, I was misled into believing that further disassembly was necessary to establish fault and was under the impression I wouldnt be liable for the cost unless ******* fault was confirmed. Gateway has not provided this proof, yet they continue to hold me responsible for additional charges.
  

  Gateway Transmission has claimed that excessive silicone from the ****** dealership caused blockages and engine damage. However, I have photographic evidence from the ****** dealership showing that the silicone they used is different from what Gateway found in my engine. This evidence raises doubts about the source of the silicone buildup.
  

  When I first brought my vehicle to Gateway Transmission, it was running and drivable. Since then, despite additional work, the vehicle is now not running or drivable. Gateway has provided me with two options:
  Pay $4,500 for repairs, or
  Pay $1,500 to have my vehicle towed.
  These options are unreasonable, especially considering that my vehicle is now in worse condition than when I first brought it in. I should not be financially responsible for work that has failed to resolve the problem and has left my car undrivable.
  

  To resolve this matter, I respectfully request one of the following:
  That Gateway Transmission completes the necessary repairs at no further cost to me, or
  That my vehicle be returned to me at Gateways expense, along with a full refund for all charges.
  I believe this is a fair request, considering that my vehicle is now in worse condition than when I brought it in. I ask that the BBB take these points into consideration and help facilitate a resolution that restores my car to its original condition or provides full compensation for the failed service.
  Given that my vehicle is now in worse condition, I believe this is a fair resolution. I hope the BBB will consider the evidence Ive provided and help facilitate a resolution that addresses the core issues.
  Thank you for your time and attention.

  

  Business Response

  Date: 10/29/2024

  Please see attached

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22378297
  
  I am rejecting this response because:

   

  Thank you for the opportunity to respond to Gateway Transmissions latest statement in my complaint.
  I did provide authorization for Gateway to investigate the issue if they could conclusively prove that ******* prior repairs were at fault. While Gateway claims to have provided proof, including photos and measurements, the evidence I received does not definitively demonstrate that ******s work directly caused the issue. I remain unconvinced due to ******'s documentation indicating no error on their part. Additionally, while Gateway inquires why I have withheld ******'s internal documentation, I must clarify that they did not request this from me until now. My understanding, after talking to Max and seeing what they found, was that ****** was going to cover the repairs, which is why the work was authorized.
  Gateway dismisses my evidence regarding the silicone used by ******, which differs from what was found upon disassembly. This silicone evidence has been overlooked rather than evaluated seriously. My goal is not to argue for "impossible scenarios," but to seek accountability based on available evidence. I continue to be concerned that the silicone Gateway claims was misapplied by ****** was not conclusively proven to be the sole cause of the engine damage. It is important to note that I did not come up with this evidence; it was the dealership that provided the images of the silicone used and claimed that Gateway used a different silicone.
  I did not intend to misrepresent the timeline. My vehicle was running after Gateways initial work and when I brought it to ******. However, after further issues remained unrepaired, Gateway disassembled the engine, leaving it now in a non-running state and unable to be moved without towing. I would like to clarify that I believe the vehicle's current state is partly due to Gateway's disassembly work, not solely due to ******s prior repairs.
  Gateway references my request for the return of my car at their expense along with a refund. Their offer to return the car without further charges is noted, yet the added requirement of accepting the vehicle in a disassembled state does not provide a fair resolution. I am willing to accept the vehicle back as-is but maintain that it should be reassembled to a functional state or that I should receive a full refund if they are unable to complete the repairs.
  I welcome mediation as an opportunity to resolve this matter. My expectation is that mediation will lead to the necessary repairs to get my car running and driving again, as this is the most pressing concern.
  In summary, I seek either a fair repair solution at no additional cost or a return of my vehicle in working condition. I appreciate the opportunity to resolve this situation and look forward to a constructive discussion.

   

  To summarize the situation: I took my car to Gateway Transmission, where they assured me they would fix the issues. After paying for the repairs, I discovered that the problems persisted, and they were unable to identify the cause. Gateway arranged for me to take my car to the dealership for further evaluation, but the repairs conducted there did not resolve the issues. When I returned to Gateway, they claimed that the dealership was responsible for the problem. This situation is incredibly frustrating, as I now have two shops blaming each other while I have paid thousands of dollars and am being asked to pay thousands more. My car has been non-running and non-driving for over a year.

  
  Thank you for your time and assistance.