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:04/10/2025

  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.

  I myself ******* ******* was over charged for a car loan the agreement was ****** every two weeks I was being charged double triple & multiple times in one month! ***** is collecting the payments but Im being over charged! Theyre claiming to only taken the proper amount but thats not true! ************** is playing slow too! I would like my money put back in my account

  

  Business Response

  Date: 04/11/2025

  Dear Sirs,

  Gates has reached out to Ms. ******* and set an appointment for her to have a conference. Gates nor Ethos , the facilitator of the by- weekly payment option that Ms. ******* selected, are trying to "keep" her money. Gates nor Ethos has "overcharged" Ms. ******** Gates nor Ethos has "caused her to be slow pay" with the lender. The problem occurs when Ethos attempts to retrieve payment from Ms. ******** account, and the funds do not exist. ***** does not take a partial payment, so any attempt to retrieve the payment due, must be a complete scheduled payment. Since inception of the loan, the funds have been below the payment threshold on several occasions, so although they are making attempts, no money leaves Ms. ******** account if it does not exist. 

  Gates believes that Ms. ******* has good intentions, but may not understand the exact dates the withdrawals are taking place. Gates has scheduled a one on one with Ms. ******* for next week to review her bank statements for clarity. Gates believes we can resolve the confusion. There is no refund due, and once we have her in front of a professional, and her bank statement is present, I think the confusion will resolve itself.

  Gates will update the BBB once we have resolved Ms. ******** issues.

   

  Thank you,

   

  Gates Chevy World

   

   

   

   

• Initial Complaint

  Date:09/16/2024

  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.

  I tried getting on hold of ***** manager unfortunately his on vacation, recently I purchased a vehicle from you guys and service **** installed running boards, tinted front passenger/driver side window and had passenger front side shock/spring replaced ,this is how I picked up vehicle which I noticed please see pics below, under garment guards pins are missing wire's, and stuff hanging out, compartment, clocking noise still there , and small dents on fender and door. Please help me with issue.

  

  Business Response

  Date: 09/19/2024

  Dear Sirs,

  Gates has been directly in communication with Ms. ****** It is our understanding that she will be following up with Gates for resolution. We appreciate that the BBB would forward her complaint to Gates, however, direct communication will resolve the issues mentioned. Gates will be happy to update as we move forward with Ms. ****** At this time there is no need for BBB to intervene in the resolution dialog, other than to encourage Ms. ***** to continue to communicate with gates.

  Thank you,

   

  ***** ********, GSM

  Gates Automotive

   

   

   

• Initial Complaint

  Date:06/22/2023

  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.

  I purchased a brand new Chevy Trail Blazer a few months ago. After a couple of weeks I noticed the trim on the top left rear window had a buckle in it. I went to the dealer twice and we talked to the body shop. First they really didn't care because it wasn't leaking. They agreed to order a replacement part and fix it. I had to call to see if the part was in. They took my vehicle in and had it all day and returned it with the buckle still in the trim. The next day I noticed on the front of the vehicle a scape and 2 chips on the headlight trim and the grill that weren't there before the took the vehicle in. When I told and showed the person who brought my vehicle back to me about the trim not being fixed, he only said he didn't know. No one has called me in the past few weeks now. I'd like this made right.

  

  Business Response

  Date: 06/26/2023

  The first trim piece was damaged. We have ordered another trim piece and when it comes in we will call the customer.  

  Customer Answer

  Date: 06/28/2023

   I am rejecting this response because: On 6/27/23 I finally heard from someone at Gates.  The body shop called to let me know a replacement part came in, but it had the same curve to it as the previous one and the original one. They asked if I wanted this new part installed.  I said no if it is going to be just like the original and the first replacement, plus I didn't trust them driving my vehicle now.
  
  
  

  

  Business Response

  Date: 06/28/2023

  Sorry about the inconvenience. When the undamaged one came in and it looked just like the original one installed from the factor an your unit, ***** started looking at other units like yours and he found out that is the way it was made from GM. Has far as the damaged on your unit, ***** said that he would look at and see if there was anything we could do to help you. I know the Body Shop did not drive your unit except to pull it in the shop. It sounds like from what you have described to ***** it sounds like stone chips from road debris?  As ***** said we would be happy to look at it for you.

  Again sorry for the inconvenience 

• Initial Complaint

  Date:02/09/2023

  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.

  In June of 2022, I purchased a certified pre-owned vehicle,had the truck in my possession for one week before it went back to the shop. Vehicle was gone for three and a half weeks to get the whole rear end completely rebuilt. Received my vehicle back still was not corrected ,took it back to Gates and never seen my truck again until November 5th, supposedly needed brakes, calipers, rotors, torque converter, and a whole new transmission. Finally received my truck and on November 19th it caught an electrical fire and was considered a total loss.

  

  Business Response

  Date: 02/10/2023

  We are very sorry that you did have these concern with your used unit that you purchased from Gates. After reviewing the work orders I see that Gates did handle or take care of all the repair cost.  I also noticed where we did send your unit to a certified transmission shop to have the transmission work completed. I'm sure we both know that there could be several different reason for the electrical fire. That would be a situation that your insurance would need to contact Gates directly in order to have this situation handled. Again I apologize for the concerns with you unit you purchased.   Tell us why here...

  Customer Answer

  Date: 02/10/2023

   I am rejecting this response because:
  II took my vehicle, my money and put it into this truck I made payments the whole time it was in the shop I never got to drive it I never got a loaner vehicle I intended to purchase a vehicle that was going to be safe for me and my family the whole time it was purchased it was in the repair shop and then I finally get a brand new truck back and it blows into pieces. Gates did take care of the repairs and they did send it to a certified Transmission shop but why wasn't the vehicle taken from me if it was such a lemon why wasn't the vehicle taken off the deal panel if it was going to keep having issues Gates never called me and told me that it was going to a certified Transmission Shop it wasn't until the transmission shop needed my gas key to fill up my tank that I found out I was getting a transmission. My truck was gone for 4 months and nobody had the audacity to answer the phone and tell me what was going on with my vehicle I had to call.
  
  

  

  Business Response

  Date: 02/13/2023

  As I stated prior we are very sorry you had concern with your purchased used 2014 **** with ******* miles. We do our best to makes sure the unit is good condition before it it is sold. I do feel we did what was best and  handled the cost for the repairs. I'm a little confused on what happened to the unit. I thought you stated that it had a electrical fire and was a total loss?  If that was the case as I stated prior you could have your insurance give us a call.  Now it sounds like the truck as you stated blows into pieces? I'm not sure what that means. I did not check to see if you did purchases an extended service contract when you purchased the used truck. If you did than I would suggest to call them. I'm sorry I can not be of much further help.    Tell us why here...

  Customer Answer

  Date: 02/13/2023

   I am rejecting this response because: please let me rephrase this statement the vehicle is a total lost due to an electrical fire. I have dealt with my insurance company this is a matter between me and the business, i purchased a"  certified" **** vehicle, you made " attempts" to repair the vehicle, you gave me a warranty for 2 months, and sadly vehicle was in shop the whole time so it was extended another 2 months and again my vehicle was in the shop the whole time. It is very apparent that you have no regards for the situation nor for the fact that me and my family possibly could have been in it at the time. Seems you have made the quick ***** turn around that you have sought to do so well.

• Initial Complaint

  Date:12/08/2022

  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.

  Contacted Gates Chevy world in January of 2021. I was looking for A vehicle that they had advertised as having a lifetime powertrain warranty. Upon communicating with Gates, I told the salesman and the finance manager specifically that I wanted a vehicle with the lifetime warranty. That was the only reason I went to Gates to begin with because I had seen several commercials and gotten mail advertisements for a free lifetime warranty when you buy a vehicle with so few miles on it or within a certain year time frame. The vehicle I purchased from Gates met that criterion. Originally, I was looking at an older model truck that would not have been covered by a warranty. But they told me that I did not qualify to get a loan for that truck and that I only qualified for a loan if I got a newer model vehicle. But the good news was that if I got a newer model vehicle it would come with the lifetime powertrain warranty. So apprehensively I agree to pay $533 a month for a truck which I believed to have a powertrain warranty. Until about 3 weeks ago the vehicle worked perfectly. There was some sort of mechanical issue. So, I took the vehicle to gates. Thinking that it had a warranty and that I would probably be fine. after waiting a couple of days for them to even look at it and tell me what was wrong with it, they told me that the $600 repair would not be covered by the powertrain warranty. Not only would it not be covered but I did not have the powertrain warranty on my vehicle. Naturally I was shocked to hear that because that's the whole premise I was sold on. The sales manager allegedly looked at the paperwork and saw nothing in there to indicate that I had a warranty. So, I went into Gates and told them the issue. The sales manager said that he would get with his boss and figure out whatever the issue was. I have not heard from them since and that was nearly two weeks ago. And this is after I paid $600 out of pocket for a repair that wouldn't have even been covered by the alleged warranty. Not only was I lied to and lured in with false advertisement, but the company also refuses to have any recourse with it and has completely ignored me since I paid for the repair. I have since sold the truck to another dealership just to get out of this horrible deal. Now I have no *********** am out over $12,000 I paid over the last 2 years for a vehicle that did not have what was promised originally.

  

  Business Response

  Date: 12/20/2022

   

  Better Business Bureau of Northern *******
  4011 *********************
  ***************, ** 46805
  Phone: **************
  Fax: **************
  Email: ***********************************************
  URL: ******************************************************

   

   

   

  Dear Sirs,

   

  Gates as always appreciates the opportunity to resolve and clarify consumer misunderstandings. I have investigated all claims and will share the findings. ******************** purchased a 2018 Chevrolet Silverado k-****, with 46, 638 miles on or about 1/16/2021. The truck ******************** initially wanted to purchase had miles in excess of ******* miles and was not qualified for the Life Time Warranty. Additionally, ******************** did not have the credit file to receive an approval from a qualified lender on a truck with more with miles in excess of ******* miles. 

  We should also clarify that the Life Time Warranty is powertrain coverage only and should not be confused with bumper to bumper or factory bumper to bumper coverage. All used qualifying vehicles, those with actual miles under *******, receive a  Life Time Coverage  at no charge, no exception. Gates promotes the Life Time Warranty as it was described. There is no catch, no customer criteria to meet, no credit criteria to meet. The 2018 Silverado absolutely qualified for the coverage, and by all intents and purposes should have had an active policy. At worst this would qualify as an error in administrative execution, not intentional fraud as is claimed. This was not an intentional attempt to avoid covering a failed part, nor was it an attempt to disqualify ******************** for any qualified coverage. 

  The service department evaluated the vehicle and determined it needed throttle body replacement, (see attached RO #*****). ******************** has stated that she paid $600 out of pocket, (technically $541.59). The vehicle was driven nearly a year and ****** miles from date of purchase. The only repair on record at Gates has been a tire repair from a nail puncture since the date of purchase. Gates has accepted, and is obligated to make sure there is active Life Time Powertrain coverage on the truck ******************** purchased. Gates has never denied qualified coverage to ******************** based on the fact the coverage was inactive. The repair (throttle body) was not a powertrain qualified failure event. ******************** asserts that Gates lied, lured, and publicly made false statements. Claims such as these are reckless and inaccurate at the very least. Gates UCM attempted to resolve the situation by offering the very resolution described, however, ******************** did not return the communication.

  Nothing in the complaint would justify the claims ******************** is making. Additionally, the decision to sell the truck at a loss is not in Gates control. Gates is the lead buyer of all vehicles in Northern *******. If in fact ******************** is "out over $12,000" from choosing to sell the truck for no legitimate reason it was not the Life Time Warranty that drove that poor decision.  Furthermore, Gates has every resource available to resolve problems that are as simple as this one. 

  Gates offered to make sure the ************************ was complete for any qualified repair in the future. The lack of enforcement would have had no bearing on the repair in question.  If in fact ******************** was committed to disposal of the Silverado, Gates would have appreciated an opportunity to purchase, which could have saved her thousands. Gates will continue to promote the products we offer as part of our commitment to excellent customer service.  

  Thank you,

  Gates Chevy World

   

   

   

   

   

   

• Initial Complaint

  Date:12/05/2022

  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.

  I sold a 2015 Chevy Traverse to Gates Town and Crountry at **************************************************************. On October 23 2022 for a cash sell of 10 thousand dollars, I would get paid within 7 through 10 days depending on title work, there was no lein on the vehicle, I call every two to three days and leave messages for a return call, to no response, It is December 3 2022 and no check and no response, I have been contacting ******* when answering refers me to *********************************, what recourse do I have to get the check or car. Thank you

  

  Business Response

  Date: 12/05/2022

  BBB
  4011 *********************
  ***************, ** 46805
  Phone: **************
  Fax: **************
  Email: ***********************************************
  URL: ***********************************

   

   

  Dear Sirs,

  The complaint attached has been resolved. The check in the amount of ******* is going out via ***** on Tuesday, December 6, 2022. I have had a phone conversation  with ************** on Monday. We discussed the fact that the title was dropped off to Gates by ***************. Due to the fact that ************** wasn't present, and the documents needed to process the title had to be mailed and returned which created an initial delay of at least two weeks. Additionally, the Indiana BMV is in a state of disarray at this time due to staffing issues, which nearly double the amount of time to process an ******* title. At this time we have resolved all outstanding issues. ************** is residing in ***** for the winter and we have made arrangements to deliver his funds there. 

  Sincerely,

  Gates Chevy World