Complaints

This profile includes complaints for Gates Automotive Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gates Automotive Service

  1546 Bardstown Rd Louisville, KY 40205-1155

  
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  Gates Automotive Service

  PO Box 5460 Louisville, KY 40255-0460

  

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:04/29/2025

  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.

  Work was completed on my car for the first time on 3/12/2024 for stalling and lurching while idling at stops. The car was returned to me with an oil change, and not utilized again until May. The car experienced the same problem again in August, then stopped accelerating past 40MPH. The car was brought back to the shop and the fuel pump was replaced on August 14th. The problem recurred and the part was replaced under warranty on 9/17/2024. The car experienced the same problem again in October. I spoke to the service technician and was informed of a known timing belt issue and I was told that is something he can take care of. Management informed me they were not willing to proceed with that service and I was told to take it to the dealership or other shop.I had brought my car to Gates the first time for this issue approximately 6 months prior.
  
  The dealership did the timing belt and the car was still experiencing the same problem. The Chevy dealership (the second mechanic) charged $1812 to fix my car, and the car was returned to the dealership within an hour of pick up for the same problems. They did an additional $1292.04 in work, stating that the car was still experiencing the problem, they then recommended getting the fuel pump replaced again under warranty from Gates. Gates replaced the fuel pump again on 2/25/25. The car experienced the same problem again late march/early April 2025.
  
  At this point both Mechanics have placed the blame and responsibility on the other shop.
  Over the course of the last year I have put nearly 5000 dollars into my car in order for it to function and neither shop has fulfilled their end of the agreement; to fix the engine stalls on my car. Best case scenario I need a functioning vehicle and a refund on services rendered, as it has been a year since the onset of the problems and while I am $5000 lighter I am not a functioning car heavier.

  

  Business Response

  Date: 05/04/2025

  3-12-2024   Vehicle was brought in saying the Check Engine Light was on and Dies at idle. Gates Automotive found multiple camshaft position sensor system performance trouble codes, and the oil was not showing on the dipstick. At this time, we changed the oil, returning it to proper full level, erased trouble codes, test drove and found no running issues.
  8-14-2024   Vehicle was brought in stating Engine Power Loss came on dash and Won’t accelerate over 40 mph (Different symptoms than previous invoice) and to Check the Brakes.  At this time, it had Fuel Trim System Rich and Fuel Rail Pressure System performance codes. We diagnosed and replaced the High Pressure fuel pump.
  We also replaced the front brake rotors and a Tire Pressure sensor, not related to the running issue.
  9-17-2024   Vehicle was brought in stating Won’t Accelerate over 40 MPH and Engine Power Loss on dash after several hours of driving. We replaced the High Pressure fuel pump under warranty at no cost to *****.
  It was also again found to be 3 quarts low on oil, and we added oil.
  10-30-2024   Vehicle was brought in for Rattling on Startup, adding oil frequently and dies at times. At this time, we recommended A GM Dealer or other major engine repair shop to replace the timing chain(s) or complete engine. I personally told ***** and her Dad ******, at great length, that this is not work that we do.  

  02-25-2025   Vehicle was brought in and said Another Shop diagnosed the fuel pump was bad. Gates Automotive again replaced the High Pressure fuel pump, under good faith warranty, at absolutely no cost to *****.
  
  While it is unfortunate the vehicle is still not running to satisfaction, we feel that we have been up front and fair throughout the repairs. If ***** thinks the repeated fuel pump failure is due to the Delphi brand that she purchased from Gates Automotive in August of 2024, and wants to receive full credit of the Delphi high pressure fuel pump (part and labor) towards a new GM Factory fuel pump, we’d be happy to look into the cost difference. The bottom line is that the vehicle needs a new engine, due to running repeatedly low on oil.
  

  
  

  Customer Answer

  Date: 05/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  My car's problem has been the same since last march, it started stuttering at a stop and then stalled. This same problem has been recurring, there was no change in issues and I made that clear to Gates on multiple visits, so it was not different symptoms when the car came back in August. If the car continues to experience the same problem even after the numerous diagnosis and part replacements, I'm left with questions about the original diagnosis.
  Gates mentioned the oil but gave no reason as to why my car’s oil was disappearing as I am consistent with my oil changes, whether done in a shop or at home. If the problem was based on oil then I feel there should have been further exploration into why oil may have been burning so fast, despite my own complete oil change and the frequent oil tops off by both Gates and myself, if oil was still disappearing there should have been further analysis into that problem. 
  I brought the car to Gates initially due to my inexperience with heavy mechanics, and due to that inexperience I'm not sure I understand the offer included in Gates' response. I would like a full refund of the parts and labor for troubleshooting the engine, fuel pump and sensors, not the brake replacement as that was a different problem. I'm not sure if that is separate from credit. I have no issue with the Delphi part (a non-GM factory part) or any aftermarket part, however if this part has gone bad three times I'm left with the assumption that there is a greater problem that was not properly diagnosed. If possible I would appreciate the opportunity to speak with the individual responsible for handling this case.

  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 05/14/2025

  The initial repair order dated March 12, 2024, was written up as Check Engine Light is on and Dies at idle. At that time the CEL was on due to exhaust camshaft performance trouble codes. We found the oil to be extremely low and not registering on the oil dipstick. We changed the oil, returning it to the full mark on the dipstick. You were verbally advised to check your oil regularly, to keep the oil level in the safe range of the dipstick.
  

  It must have been acceptable for the next 5055 miles and 5 months until on August 14, 2024, it was returned to Gates Automotive. The repair order this time was written up as Engine Power Loss and wouldn't accelerate over 40 MPH. Trouble codes retrieved were Fuel trim trouble codes due to a weak high pressure fuel pump.
  

  The oil consumption is due to worn engine piston rings causing oil to be burned out the exhaust, and the oil level to decline. The catalytic converter removes the white smoke from the tailpipe emissions. 
  

  On Sept 16th, 2024, Gates Automotive again found the oil extremely low and added 3 quarts of oil & recommended an engine replacement.
  

  On October 30th, 2024, the repair order was written up as Engine Rattling on startup and adding oil frequently. 
  

  These issues were caused by repeatedly running the engine low on oil. 
  

  The high pressure fuel pump is driven by the camshaft and lubricated by engine oil. Low engine oil could definitely contribute to the initial and replacement fuel pumps.
  

  See attached complete history of repair orders by Gates Automotive Service for documented clarification.
  

  
  

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I would like to have a verbal conversation with our mediator. 

  
  Sincerely,
  
  
  
  ***** *****