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| - Although things started a little rough, service manager ( I believe his name is Jim) made it right as soon as he was made aware of my concerns and I'm happy to report they will continue to get my business as this is the first time I've had a challenge with them, I can tell you the story has a very happy ending and can recommend them to you
My 19 yr old daughter brought in 1 of our cars to get serviced, little Scion XB 4 cylinder, my first concern was the price for an oil change ($55) on a 4 cylinder car but as per John(service rep) he quoted price and my daughter didn't question it....I bring in our other 5 vehicles( 8 cylinder vehicles) to Gateway and it's in the neighborhood of $40 including rotation and car wash and them have always done a great job.
I came in less than a week after Scion service in to see if they would do something about it as I thought it was excessively expensive, I wasn't looking for a refund, more of an acknowledgement or partial credit for future service, being a loyal customer and have had purchased multiple vehicles as well as continue service, John claimed service manager would call me back, never got a call back.
On Monday 10 days later after the $55 service, my daughter broke down in the middle of an intersection, gladly she was safe, we towed the car home and after cooling engine as it was over 110degrees that day I found radiator was completely empty, where did coolant go? not sure, but I filled it up with water and it ran, then after flushing engine coolant and refilling with antifreeze, the car has been working fine for a month, hopefully, no permanent damage was done to engine heads, on top and to make things worst 2 out of 4 lug nuts were left loose, not even hand tightened after tire rotation, putting my daughters life in danger!
It was recommended that car needed brakes but to put my daughters' life in danger for not buying your service, it is not ok!!
After doing major inspections and other services by a different professional and making sure my daughters' car is in top shape I reached out to Gateway via an email and Jim replied the very next morning, he acknowledges that a trainee had worked on my car and a mistake was made, to me the immediate response made me happy and the apology for such an extreme mistake and for not inspecting fluids and almost causing an engine failure, but again, as I said he made it right, we all make mistakes but when we accept/acknowledge and apologise is when it makes companies like Gateway professional in my book, I will continue to bring all my 6 vehicles to Gateway
Saul
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