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:02/27/2025

  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.

  Bought a brand new 2024 rav4 hybrid over the summer of 2024, have had transmission issues, however the biggest issue has been water in the trunk, after several weeks of the dealer ship putting off fixing it they fixed it by replacing bumper clips, however *** the weeks they took to fix it the trunk rusted from constant water in the trunk and they are refusing to fix the damage they caused

  

  Business Response

  Date: 03/04/2025

  We have the customer coming back in this Friday to look a concern

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We found this vehicle online and contacted the dealership to gain more information. The salesperson did walk around videos and sent them to us. After some negotiation we decided to purchase the vehicle. Trusting that the dealership was honest, we did not drive from ********* to ******* to see the vehicle. We purchased the vehicle strictly by what they told us and the videos they sent.The vehicle a 2021 Chevy Blazer RS was delivered to us on Feb.10 2024 with ****** miles on it. As of today, May 30, 2024, there is ****** miles on it. We have put on ***** miles since Feb 10. We took the vehicle in for an oil change (which is another topic for conversation) they told us we needed 2 new rear tires. The rear tires are not Michelins they are Continental tires, and they do need to be replaced.We were told through a video that the tires have tons and tons of meat on them. He specifically said these are Michelins and they have tons and tons of meat on them. I feel that statement was misleading in an effort to get us to purchase the vehicle and now it will cost us over $1000.00 to replace the rear tires to match the front which are Michelin Cross climate2 265/45/21.If the dealership did the multi point inspection, you would think they would have noticed that the oil life was at less than 20%.We have called the dealership a number of times on May 6th ,7th and 9th left messages and to date there has not been any return calls.

  

  Business Response

  Date: 05/31/2024

  See Attached

  Customer Answer

  Date: 06/03/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:03/26/2024

  Type:Sales and Advertising 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 went to Gates because I heard that they can get people with bad credit in any car as well no money down , My nightmare with this company started in November I went in to gates wanting a Camry which was cheaper more miles but cheaper I told them I would rather stay at 450 a month they told me the camery would be closer to 500 so i found a 2023 toyota corolla not my favorite care but nice keep in mind this car is basic nothing special the sales man told me it was in my price range and he could throw into my loan a paint protected plan as well as my window tinted ... So even know this a a 4cylender car which i hate i said ok the deal was no money down only trading in my old car so thats fine i signed papers and he went oout to clean the window from the price so yea it think i will be driving a car him he said i needed to gwet full coverage ok i will come back tomorrow after work i got full coverage on the car and came back they took me back after telling me the day before i was approved with certain terms which i mentioned above i need a co signer which i was like nok nevermind i want to do this on my own well my daughter and i talked she was willing to sign after the sales men called me telling me they fond a lender so my dayghter agrees to the termas above i go in sign the paper work they rush me through it without reading or explaining they told me i had a lifwe time warranty included through gates i do not im actually paying for it in my loan.i Next i ask where do i go to make an appoinmtment for the tint to be put on i was informed to go ask the front so i did and he said that was not included but i asked while signing and was told i can make the appoingment upfront whicgh lead me to believe it was included after ssigning im also told im paying 375 every 2 weeks almost 800 a month !!! not 450 which was my limit and i was told 375 a month not ever 2 weeks !!! which i can not pay if thats not the bad they also made my daughter the owner not coowner she now has almoast ****** in car loans and my loan is the highest rate they lied for a sale!!!! i truste what was said and it was all a trick they are horrible people

  

  Business Response

  Date: 03/27/2024

  Attached find the files containing the completed response.

   

  Thank you,

  Gates Toyota

  Customer Answer

  Date: 03/28/2024

   I am rejecting this response because: all though I really want my windows tinted but 1 I was made aware after i signed the documents that was never completly explained to me that i owed 500 as well as being cussed out by the **** truck driver who was going to come get the mini ****** which i thought was my down payment they never showed to get it and was treated poorly by the **** truck driver not acceptable this coompany did not handle this i a professional way they was told i wanted my payments to be no more than 450 -500 they lead me to believe my bi weekly payment was monthly. Yes tint is 1 of which i was promised but what good is the care getting tint when my payment is more than my house payment and can barley afford to make it also my intrest is so high only 100 and somthing actually applies to the car a month out of the 758 that is crazy they sold me care to make a sell they did not care who they screwed over by misleading someone who despirtly needed a car because i already sold my beater because i thought i was already approved which was another lie  very misleading they knew what they was doing . what good is just tint when i may not be able to keep my car not only my credit but my daughters credit will be messed up because gates cares only about what they gain not the customer. they knew i did not make much money they screwed me over to make a dollar how do they sleep at night . and the 500 deposit that was mentioned if i would of known about that and my payments was what i told them and as they told  me 3  somthing every onth then i could of pain it but deliquent.   

   

  
  

• Initial Complaint

  Date:11/14/2023

  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.

  Went in for an oil change on November 2 find out a couple days later my oil was leaking from my car went back found out they cracked my pan and that they were supposed to fix it

  

  Business Response

  Date: 11/16/2023

  The repairs have been completed and the owner has the unit back. 

• Initial Complaint

  Date:07/06/2023

  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 had my **** mile service done on my 2023 Toyota Corolla hatchback. Gates ripped the front bumper then tried to hide it. They told me they'd get back to me in a couple days. The fact that they tried to hide it is the icing on the cake. Now I need a new bumper but Gates can't change oil so I have very little faith in them being able to change a bumper which they put a 6 inch rip in. Gates acts all nice until they close the deal. Then it's the h*** with you.

  

  Business Response

  Date: 07/18/2023

  The customer is in contact with my ********************** manager ******************* to evaluate the concern.  

  Customer Answer

  Date: 07/18/2023

   I am rejecting this response because:
  Toyota contacted Gates and told them to get in touch by July 10th. I've yet to hear a word from Gates. Gates has taken my complaint and turned it into a personal vendetta. 
  
  

  

  Business Response

  Date: 07/19/2023

  Customer is to stop by today and see my ********************** manager ****

  Customer Answer

  Date: 07/20/2023

   I am rejecting this response because:
  Gates obviously damaged the front bumper then wants to charge me 800 dollars to replace the bumper that they broke. This place is a poor excuse for a dealership. Hanging up on me was really grown up of you ,Gates Toyota. 
  
  

  

  Business Response

  Date: 07/21/2023

  We are very sorry you feel this way. In these situation that is rare we always try to find a way that the damage could have been done with the service that we preformed. In this situation that we preformed a tire rotation only, we see no way that the bumper or the damage that is on the unit could have been done during this service visit. We also discussed when you came in the service for the inspection of the damage that it was over nine days and driving 1200 miles before the damage was noted. The damage may have happen anywhere since the service had been done.  We are very sorry and we did offer a nice discount to have the work done if you chose. 

   

  Customer Answer

  Date: 07/21/2023

   I am rejecting this response because: there's no paint exchange. You broke it and know you did. You are a sad excuse for a business. 
  
  
  

• Initial Complaint

  Date:12/27/2022

  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.

  Money for a down payment on a vehicle, a 2021 Toyota Highlander was never refunded and they refused to refund. I never received explanations on why they could not deliver on the vehicle, a 2021 Toyota Highlander,I intended to purchase. They refused explanation on why i would never be receiving a refund that was for a downpayment for the vehicle, a 2021 Toyota Highlander. They refused refund and claimed refund was used for services (to the vehicle i intended to trade in, a 2017 Toyota Rav4)without my knowledge and/or consent. As far as services go they possibly falsified documentation if these services were done according to *************** which explained money was for services. Money was solely intended as a downpayment for the 2021 Toyota Highlander.I have requested my $1000 refund and was refused multiple times without explanation. Also refused to allow me to speak to a manager

  

  Business Response

  Date: 12/29/2022

  12/29/2022
  
  BBB Northern *******
  Dispute Resolution Services
  4011 *********************
  ****************** 46805
  Phone: **************
  bbb.org/northernindiana.bbb.org
  
  Re: Consumer Complaint #********
  
  Dear Sirs,
  
  Thank you for forwarding the above complaint to our office. 
  
  We are attaching documents relevant to the complaint. The contract ****************** clearly executed purchasing the 2021 Highlander. The ******** Receipt for Vehicle Delivery and Hold Harmless Agreement clearly executed by ****************** and Gates.
  
  The claim that ****************** makes, I never received explanations on why they could not deliver on the vehicle, a 2021 Toyota Highlander, I intended to purchase. They refused explanation on why I would never be receiving a refund that was for a down payment for the vehicle, a 2021 Toyota Highlander, is clearly preposterous! ****************** drove to our dealership, selected a vehicle, submitted voluntarily his credit information,negotiated the price and down payment, and clearly signed all related contracts.
  
  Specifically relevant to his claim, and the retention of deposit, is the following paragraph from the ******** Agreement, clearly executed as Exhibit #2, by ******************. In the event of an uncompleted sale, the undersigned Buyer, (******************), agrees to fully compensate Dealer (Gates Toyota), for any and all said items Including, but not limited to, attorney fees, recovery fees, and expenses, mileage charged at $.35 per mile, daily rental charge of the greater of $40 per day or .20% NADA ****** value per day,clean up and restocking fee based upon condition of motor vehicle not less than $150, as well as any other cost not mentioned incurred by the Dealer (Gates Toyota),in enforcing any of the terms of this agreement. These funds may be collected by withholding some or all of a deposit and/or down payment, or should there be none, through regular collection efforts. In addition, Exhibit #3, contains reconditioning expense, ($758.93) to the 2017 Rav4, which was completed during which time Gates was the contracted owner of the vehicle. Once ****************** could not honor the contract, Gates returned the Rav4 to ******************, but not without improvements that could not be removed. 
  
  This is simply a case of (******************) inability to secure financing that he found favorable. Additionally, Gates Toyota presented other favorable options which ****************** refused. Gates stands willing to complete the contract ****************** entered into, subject to vehicle availability. Gates cannot be held accountable for the credit worthiness of the buyer. Should ****************** select any vehicle in Gates Toyota inventory and complete the transaction as was negotiated previously with trade of the 2017 Rav4, Gates Toyota is prepared to carry over ******************** credit for the $1,000 deposit. This offer will expire by 1/16/2023. 

  We apologize to the BBB of Northern ******* for the facilitation of a complaint with no merit.
  
  
  
  Sincerely,
  
  Gates Automotive, Inc.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2017 ******** from your location back in July 2022. When the vehicle was brought around immediately I noted that it was filthy inside and out. It was clear that the vehicle had not been serviced or detailed by your team prior to posting it on your website. I still test drove it and went back and forth about whether or not I wanted it. You see, I didnt HAVE to purchase a new car. I loved my 2017 Malibu Premier. It had all the bells and whistles, I kept up on maintenance, just had new brakes and tires put on it, and it was a reliable vehicle. However, I live in ******* and drive to ******* to run a senior living community. With the gas prices heading in the direction they were heading, I simply could not keep affording the gas with the mileage that car brought me. So, I purchased this vehicle. I was driving into work in September and had no heat and noticed white smoke coming from my exhaust. I dropped my vehicle off and I was called with the validation that my head gasket had indeed blown. My car was returned to me on Thursday, November 3rd. Friday, November 11th, my vehicle began alarming and overheating. On 11/17/22 my car was ready to be picked up. I was told a clamp and hose had been replaced, and that was the source of the coolant leak, overheating, and continued white smoke from the exhaust. On my way back home I noticed large amounts of billowing white smoke. I immediately call the service department and was told huh, well it wasnt doing it when we drove it, you know it is cold outside. Which I responded with the fact I knew the difference between exhaust smoke from cold weather and billowing white smoke so thick I couldnt see out my rearview window and causing other drivers to not see either. I was then told to give it a couple of days and see if it stopped, to date it has not, and no other dealer will touch the car after your techs did the work.

  

  Business Response

  Date: 11/29/2022

  The customer is bring in the unit today and we will check it out and make the repair to resolve the concern. 

  Customer Answer

  Date: 11/30/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Wednesday, September 14th my 2021 Avalon received an 18-month service at Gates Toyota. When the car was returned, I asked what work was undertaken and I was told the tires had been rotated and a vehicle inspection completed.Back home I determined the tires had not been rotated. Last spring, I replaced the front right tire after experiencing a flat tire. The replacement tire is manufactured by Falken (the original tires are Bridgestone). The Falken tire is still mounted on the front right wheel. This also calls into question the brake lining measurements indicated on the vehicle inspection report.I mailed a letter to Service Manager ******************* on September 16, 2022--nineteen days later I have not yet received a response to the letter. On Friday September 30, 2022, I sent ************** an email about this matter--five days later I have not yet received a response. The Gates Toyota website indicates ************** is the current service manager.I would, of course, like my tires to be rotated as called for at 18 months in the maintenance brochure.

  

  Business Response

  Date: 10/08/2022

  **************, the Service Manager for Gates Toyota has reached out to ****************. |We will reinspect the vehicle to verify his complaint and take whatever corrective action is required. The appointment for **************** is scheduled for 10/14.

   

  Thank you,

   

   

  Customer Answer

  Date: 10/14/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.