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

  
• 

  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.

  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.

  onded, 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
  ************

  

  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.
   

• Initial Complaint

  Date:08/02/2022

  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.

  On 09/02/2021, I authorized Gateway Automotive, also known as ******* Automotive in ********************, to install a new engine in my truck after they said the full inspection showed sludge in the radiator and that meant my engine was blown. I also wanted them to fix my transmission. I authorized them to either rebuild the existing or install a new transmission, whichever was best. The engine was $8,381.02 and the transmission was $3,685.99. They decided rebuilding the transmission was best.During the few months it took them to get my new engine installed, they kept finding more and more things they said were bad that they somehow missed during my inspection. After receiving my invoice, I see many charges I did not authorize!! They had it towed somewhere for $200, put gas in it twice and I didn't know about any of that or some of the detailed charges associated other repairs. They decided to replace things I wasn't expecting replaced etc. By the time I got my truck back, they had it for ove ten months and ran up an extra $10,000 worth of work. I took it back three times for warranty work on the transmission and it STILL HAS THE EXACT SAME ISSUES AS WHEN I FIRST DROPPED IT OFF!!! Every time I dropped it off, I had just filled both gas tanks in anticipation of being able to drive my "new" truck. Each time I picked it up, both were empty!At this point, I have gone without my truck for over ten months, spent $20,835.20 and have an engine that sputters, transmission that makes noise and is near impossible to shift between 2nd and 3rd, and brakes that still shake the truck when braking with a load or hard. The last time I took my truck in for warranty work on the transmission, I even told them if it didn't work this time, then I want all of my money back AND for them to pay a competent mechanic of my choice to fix everything the way I expected a professional shop to fix things!So here we go...

  

  Business Response

  Date: 09/03/2022

  First week August 2022
  
  ****** contacted Skagit Transmission to check ongoing transmission issues (hard to get out of first, difficult 2-3 shift) but never visited Skagit Transmission. ****** contacted ****************** Gateway upset,stating he had motor and transmission problems. He told ****** he did not want to come back in and never wanted to deal with *** again. When he was told that *** had retired, he asked for a call from Bill or myself.
  
  August 11, 12:56
  
  Called ******, he was unavailable requested I call later.
  
  August 12, 8:18
  
  Called ******, he was unavailable and said he would call back later.

  August 12, 9:54
  
  ****** returned my call and we spoke for approx.. 20 minutes. ****** explained his symptoms (sputtering/misfiring randomly and intermittently, acting like it wants to stall once or twice, feels sluggish or like pushing water when driving, also intermittent) (transmission too difficult to shift out of first, 2-3). I offered to pay Skagit Transmission to evaluate transmission concern, and requested that he return to us for warranty engine work. He became frustrated, stating he lacks trust in our company and that we ruined his truck for him (as in he no longer likes the truck after all the difficulties). He requested that we buy is truck from him for what he spent, plus the cost of replacing the vehicle, in consideration of the hardship we have caused him, his wife, and his daughter. I offered to find another Jasper ********* to perform warranty engine work. He agreed to consider that, and agreed to speak with me about it the following week, while also indicating he may/will be speaking with a lawyer.
  
  August 18, approx. 12:00
  
  I called ****** and informed him that ******************************************** had agreed to investigate his engine concerns, and were willing to work directly with both ****** and us. He agreed to take his truck to them, and I texted him their contact information.

  We know he has made at least initial contact both with Skagit Transmissions and with *******************************, although we have not received any word on what was discussed or progress to date.