Gates of Granger — Local services in Granger

Update 2: posted this some 3 years ago. I stand by this review. They never called me back to schedule any of what I wrote. I am appalled at Gates and every time I hear their STUPID commercials with OUTRAGEOUS, LOUD, YELLING, LAME ads, I shudder! BLAH!

Update 1: Austin the service manager called back and partially cleared things up. Adjusting the rating up 1 star. Pending the outcome of the appointment will give 2nd update and adjust accordingly.

Recently bought a Toyota van from the Gates Toyota in Southbend and they assured me I could get service and repairs done at the Gates Granger location. So our first oil change was just fine and I had heard a clicking noise (less than 3 months from when we got the vehicle) and after they checked it out they said I needed new brakes in the front. The said it was low. There are only 33k miles on the car. Seems a bit low for the brakes to be needing replaced as I'm used to getting 50-80k...depending on driving. So we went ahead and got that done. They also replaced the rear wiper as it was needing replaced.

So why the lower review? Well its actually pending. Initially I felt they were satisfactory. However they put on after market pads without consulting me or asking which brake pads would be used. I figured Gates sold me the vehicle and I had dealer pads so I should get dealer pads as replacement. But they've put pads that scrape and don't feel right. When I asked them about it the next day they confirmed that they were the aftermarket pads. Have had very bad experience with them warping rotors before. The service person Mary said no problem they'll order them. Its been a week. I happened to call today and she said they came in yesterday (but no phone call to let me know...took me calling back but ok not a big deal). But then she informs me that they want to test drive and see if there's really a problem...

Wow really? Why would I waste my time making it up? That set off yellow flags for me. So asked further and she says that they'll decide whether or not they'll replace them after the test drive. Ummm...no? How about you put on the wrong pads and initially had no problem swapping them out for the ones that the customer thought you were going to put on the car originally...and now you're saying you're not sure whether or not you'll honor that depending on the test drive? And you wonder why used car places get a bad wrap! I've heard that Gates Granger is run by an upstanding guy from someone I personally know. But right now it feels like I need to take a bath after Mary even talked down to me and dismissing me as if I was a nuisance when I asked to clarify what she meant by a test drive and directly asked her if that means in their mind they don't see a problem then they won't honor the request to swap out the pads? And this was asked originally the day after the service was done. Its frustrating to get blown off and spoken down to and essentially held hostage as the whim of the one who does the test drive to see if they'll honor putting the right pads on or not. Thats disgraceful for any customer service person to do, let alone the "great Gates family"...

Oh. They also put on garbage rear wiper that even Mary said didn't do a good job and that they would order a dealer wiper blade for that too. But apparently they need to "see" that as well. Even though I already showed it to her and brought it back and she acknowledged it. Really getting that nasty dirty used car lot feeling at this point.

But im going to post this and see where it goes. I'll update this once its resolved one way or the other. If they correct course then ill say so and adjust my rating up. If they continue down this negative path then the update and rating will reflect it. The future of my business for service and potentially buying another car from them (and word of mouth in person and online for the resulting final review, good or bad) is on the line. SMH. I'm not asking for anything outlandish. Just to have service done right. Something Gates supposedly is all about. Right now that hangs in...

Communication 0% Reliability 0% Customer satisfaction 1%

Only a month into owning my pre owned 2015 Toyota Corolla, and I already hate Gates of Granger. Communication issue #1: Day 2 of leaving with my car I get a call from Andy (business manager) and told they mistyped my address. Not really a huge deal to me, typos happen all the time and I had to drop off my old keys and title anyway. While I was there I asked Jesse (my sales person) for service records on the car. In which he handed me the basic inspection after they bought the car from the previous owner, while also telling me that they had all their service done there at gates. But still couldnt tell me when the last brake flush was (brake fluid looked dark and brakes felt soft which is why I asked). And looked puzzled when I asked? Communication #2: about a week later I was scheduled for a back brake light replacement (it was damaged from previous owner so they fixed it.) And a rust proof undercoat. The next day when I asked when it would be ready for pick up. Jesse informed me that it would probably be ready around 5. (Probably?) So at 5 i texted him and asked if it was ready. No reply. So I called Gates and asked them myself. Turns out it's been ready (who knows for how long) and they "sent jesse a message letting him know it was ready". He was off that day. WHY would you contact the sales person to let them know that someone's car is ready when they arent even working? Why would you not just call the CUSTOMER? That was irritating and that was also when red flags started showing. While I was there picking it up, Chris (sales manager) informed me that he was looking into my radio (see next issue for details on this) and that as soon as he finds something out "you'll be the first person I call". Okay, a little bit of relief. Now, keep in mind, this was only the first week. Heres the big one: Communication #3, customer satisfaction, and reliability end result: the first day of owning this car, I got to work and decided to play around and try to bluetooth my phone (I dont use my phone at all while I drive so the fact that this had a bluetooth radio with voice is kind of what sold me.) Well, that's when I found out the bottom of my touch screen had no function. I couldnt delete old info, I couldnt do a software update, I couldnt do anything that involved touching the bottom of the screen. And i just thought "well at least i got it from a dealership. Theyll take care of it" ohhhhhh how wrong I was. They sent me to Toyota (like 3rd day of owning it) who did the recall on the transmission that I didnt even know about. And looked at my radio. They informed me that I needed a new one and that he contacted the dealership about checking my warranty. (See above for response from Chris). Fast forward to a MONTH later. No calls no nothing. Last week I decided to give them a call myself. Still got no call back. No texts. Nothing. Fast forward to yesterday when I decided to send Jesse a text. "What's going on with my radio?" Who then proceeded to tell me that Chris was talking with toyota and toyota said "theres a really good chance for a recall" (idk how true that even is) but if I dont want to wait for the recall (which may not even happen, who really knows) Chris would be willing to put $600 towards the $1,100 it would cost to replace and they could do that immediately. Excuse me?! Let's lay out some facts real quick. 1. I came to gates for a $5k car that I found on their website. Told them (Jesse) my limit was $8k and $200 a month. #2. Ended up with a $10k car (plus $4k more in other expenses. Making me $6k over my limit) with a broken radio they arent willing to replace from previous owner. It may just be a radio but maybe if it was disclosed upon selling, I would have not chosen to go 14k into debt, deal with a dealership that wont fix something that was broken before selling it, the TERRIBLE communication, and the worst first car buying experience. Save yourself some time, money, stress and irritation. Dont go to Gates of...

Have replaced the headlights 5x and have owned the car less than a year. This is a major safety hazard and any normal functioning person would recognize that replacing headlamps 5x in less than a year that there is an electrical problem that is the cause. The initial replacement happened 2 months after having the vehicle. If the car was in good working order when sold to me then why I am making replacements to the car less than 2 months later. Which I clearly demonstrated my own ability to take care of the car because I have replaced the tires and upgraded from the trash ones Gates provided, new windshield wipers, and other regular maintenance to which I have handle on my own no problems. It is problematic when Gates fails to do anything to remedy the problem other than me paying out of pocket to have the car fixed from an issue that originated before the car was in my possession. Clearly I am not going to pay you even more money to fix something that should have been addressed to begin with or disclosed as a potential problem. Unfathomable that they even had the audacity to ask me to pay for the repairs as well. Additionally, why would I have the very people who sold me the damaged vehicle repair the damage so they can do more shady work and/or damage my car further to which would all be on my dime. I will NEVER purchase a car under good faith that these car dealerships are disclosing all of the problems my next vehicle purchase will only occur when I can bring my own mechanic to take it apart from top to bottom prior to purchasing the vehicle. It is more than disgusting that due to one sale representative failing to give a proper disclosure that I am having to purchase a new extended warranty which should have also been presented with the car and pay for the repairs on top of a 5th set of head lights which have all been $75. Disgusting company that thinks it is more than acceptable to not disclose the right information even at the risk of jeopardizing the safety of a young mom and 1 year old little girl. I will not be purchasing cars in South Bend again there are no regulations or accountability from the dealers in this area. The man thought it was a good idea to mention how long they have been in business as if that is a good indication that they would not scam people. Quite the contrary in my eyes it just shows that due to people such as myself getting defeated due to the lack of professionalism to handle the situation in an ethical manner many people just never return for more business and no one ever sees their complaint so businesses like Gates get to continue to victimize more people. Just because you have been doing something for 90 years does not mean it is right, you just got away with it. It is just disturbing that money is more important than the safety of two individuals and operating a business with integrity. Equally disgusting that they have employees that try to insult customers by suggesting to the customer that they were negligent for how many miles were put on the car. When the point of a car is to drive which therefore puts miles on the car. Clearly do not buy from a car lot that encourages you to leave the car in your driveway and not drive it. I was trying to buy a vehicle so I could have reliable transportation for my daughter and I, not a safety-hazard lawn ornament. The amount of miles your employee was trying to insult me about was put on 26,000 by first owner/1 yr or less and 40,000 by me/ 1 year or less) and in the same amount of time by the previous owner Gates got the car from this still should not justify electrical issues. I will be doing my research before I make any more decisions or repairs concerning the vehicle definitely do not trust you guys as I am beginning to question the purchase in its entirety. I am not going to make more of an investment with you guys to have it wasted so I will be consulting other places before I make a final decision especially if I am paying for the repairs myself your “solution” offers me no benefit just gives...