Integrity Auto Source

Integrity auto was a LIFE SAVER. During a road trip to Maine from Georgia, my mom and I had car trouble on a Friday afternoon, the fact that this auto center was open on a Saturday and jumped through hoops to help us get back on the road the next day! We received a ride to our hotel from an employee (southern hospitality at its finest). The next day the auto center bent over backwards to make us feel comfortable! Evan letting us take a car from they dealership lot and going out for lunch while they finished up the car work!!! Amazing trust worthy people! We are truly greatfull to have found them.

Review: I purchased the car but had a complain about vibration in the car and my father asked him if it might be the motor mounts and he said and I quote All toyotas do that. We went in to have the oil changed and asked them about the vibration and they brought us out to show us that 3 of the motor mounts would not have passed inspection.They have an independent company that does their inspections. My father went in to talk to them about the problem being associated with the motor mounts like we originally asked him and that it would not have passed inspection at the shop we took it. Well after a little persuasion he finally agreed to replace the three motor mounts but told us it would still vibrate. He was correct about that because my son decided to take it to another shop a transmission shop of all things and the problem was solved by replacing the last motor mount which was the easiest to get to. The only reason we are trying to get this resolved threw the Revdex.com is because he gave us the run around the first time and we got the impression he didn't want anymore to deal with us in fact we are still waiting for the touch up paint he said he would get and to have the car detailed since he didn't have it done when we came in to pick up the car. Also when we came in to pick up the car I noticed it was missing the center rear view mirror and he tried to tell us that it wasn't mandatory by law to have but 2 mirrors in the state of Virginia. the car need a headliner because it was drooping and he said he could get it done at a shop for his cost if he wanted to pay for it. And he agreed to pay $125.00 for it. Then we found out that the shop that installed the headliner broke the mirror but supposedly didn't tell them. He did however finally after over a week get it in. This is truly the worst purchase of a CAR that I have ever experienced and this was my sons first car that he purchased and has had to endure the stress of trying to get this problem resolved when it could have been fixed from the start. The major problem with this has been from his original comment that all Toyotas do this. instead of trying from the beginning to replace them. It has now been over a month and I have not had any contact about them touch up paint and don't really expect to see it. We just want them to pay our cost for the last motor that not only corrected the vibration but stopped the awful noise inside the vehicle that even the radio could not drown out. The cost of the mount was $63.17 and the cost of installation was $50.00 dollars. Should even get something for the running around to get this problem solved, but we just want to be reimbursed for the amount it cost us.Desired Settlement: $113.17 he was going to charge me $250.00 dollars but allowed me to get the part and only charge me $50.00 to install it for me. That is good customer service!

Business

Response:

Mr. [redacted] came into our dealership to purchase an inexpensive car for his son. He was told before he even drove this car that the 94-97 Corollas and Camry's were known to have motor vibration issues and that is car was no exception. (Explained in the Toyota TSB) He test drove the car and purchased it without complaint. He then returned complaining about the vibration and stating that his mechanic had checked the car and that all four motor mounts were broken. I reminded him that we don't do VA state inspections and that we send out all our cars to be state inspected by another shop and that this car had passed with no problems. I also reminded him that motor mounts are not covered by our warranty or the 3rd party warranty that was purchased. We told him we would recheck it and take care of any broken motor mounts. While checking the car, we showed him all the mounts. One was suspect with a partial tear, two were good with normal flex marks and one was perfect. I told him I would replace the three so as to remove any doubt about motor mount problems at my expense. He agreed and we completed the work and he left satisfied. The rearview mirror was broken while the ceiling liner was being recovered and we replaced it at our expense. It was a special order for a 1997 Corolla. Unfortunately the touch up paint was no longer available from Toyota due to the age of the car and it was not a common color. We feel that we have gone above and beyond replacing 3 of the 4 mounts for free even though they passed state inspection.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My father asked John the owner specifically if the vibration was related to the engine mounts and he said no, that all toyotas have vibration. Yes, he did put in three engine mounts after we persuaded him. He did tell me it would have vibration because he knew the fourth mount was bad as well. We did not say we were satisfied so we took it to another shop and found out it was the fourth engine mount and we replaced it and the car no longer has any vibration. Yes we realize they didn't do inspections but he did sell us the car. Furthermore, he has made no attempt to contact us to tell us the paint wasnt available at all. So im out 113.17 in parts and labor to fix the last mount that fixed the only problem we had with the car. Also in regards with the car being inexpensive we payed $4263.48 not $1500. Also who would put in three mounts and leave the fourth one not replaced, at least they should of tested the fouth mount which is what the other shop did which fixed the vibration which no longer is happening. We payed out of pocket for the headliner to be installed at a shop that he took it to, which they broke the mirror, so he should go to them to be reimbursed. Who buys a car without a rearview mirror for that price? We are only asking to be refunded for the actual cost of $113.17 were out which we have a receipt to prove the cost of parts and labor, proving that not all Toyotas Vibrate, we are not asking for anything else. We will drop all charges against him if he reimburses us the amount we spent of $113.17 to correct this problem which we said when we bought the car. Regards,[redacted]

Review: I bought a 2006 Mazda 5 from a private owner, [redacted], on July 10th. July 8th is the day I test drove it. The owner, [redacted], said that he had just finished fixing a few things that cost him a little over $600 at Integrity. July 11th, the day after I bought it, it broke down and would only go 5 miles a hour. I took it back to Integrity on July 13th and they replace the used throttle body with a new one that cost $230. That is one of the parts that they "fixed" for the previous owner a week before. The previous owner and I split the cost of the part Integrity replace. I got it back and on July 17th it broke down agains and would only go 5 miles a hour. I took it back on July 20th and they replaced the plugs that cost $70. I got it back and on July 22nd it broke down again and would only go 5 miles a hour. On July 23rd I took it back and they it was the computer that wend bad and it was not covered under the warranty even though the mechanic, [redacted], said that everything that happened caused the computer to go bad. Every part was put under warranty after it was fixed. [redacted] said that everything fell in line for the computer to go bad and could not clearly explain why that was not covered under warranty. He was very rude and went back on his word that everything was included under warranty. He kept saying that if I didn't understand then I could look up these problems on Google to help me understand. They took the Madza to [redacted] to replace/program the computer that cost $228.18. I got it back on July 29th with a receipt that stated what was warranted but that everything should be fine now. So, between the previous owner, [redacted], and I, we have put over $1000 into this vehicle that should have been fixed the first time. I understand that their business name is Integrity and it should be a trustworthy place to send your vehicle to be worked on but this is not the message that it is sending to customers. Their work is not acceptable and their customer service is absolutely horrible. I work in customer service and I would lose my job if I spoke to customers that way and went back on my word and basically called the customer a liar. I do not have the funds to keep wasting money into this vehicle. I have a family to support. My other vehicle is still on my insurance because I cannot sell it because I am scare the Mazda will keep breaking down. My car loan payment is coming up soon and I have put so much money into this vehicle that money is going to be tight to make the payments need for the car insurance and car loan.Desired Settlement: I think that if anything else goes wrong with this vehicle they should "fix" it for free.

Business

Response:

[redacted] purchased a Mazda 5 from [redacted], who is one of our customers at Integrity Auto. [redacted] brought it to us for a check engine light that he wanted to fix before selling. [redacted] and [redacted] went in halves to pay for that repair. The check engine light on the car said that it had a bad throttle body so that is what they had us replace.

Several days after that repair, [redacted] brought the car back in because the check engine light had come back on and the car had put itself in "limp mode." That is the reason the car would only accelerate to a certain speed. It had a different code behind the check engine light, which noted that the gas pedal sensor was bad. When calling Nissan they told us that typically those are replaced together. We didn’t replace both to begin with for [redacted], in an effort to save the customer money. He requested that a used part be put on at that time after we found that the second part was bad. The reason used parts are cheaper is they are used and you take more of a chance on them being good or bad, especially for something that is a common problem. After putting the new throttle body on, our diagnostic sheet said that spark plugs could also be the cause of that particular check engine light. We pulled the spark plugs which looked like they had considerable use on them. Customer agreed to replace those as well as part of the repair process. The customer stated, "If this doesn’t fix it, we will have problems." This is when [redacted] became defensive, in response to the customer. After this incident was when the negative report was put on the Revdex.com.

We like to educate as much as possible so informed decisions can be made. This may have been perceived incorrectly by the customer. A little research before the purchase would have shown that this particular problem is common in the Mazda vehicles. Research will also show what future potential problems can be. We cannot dictate what a vehicle will do and not do, we can just fix the problems as they come in. We have to follow what the car is telling us is wrong with it.

The vehicle came back with a check engine light and different code that denoted the PCM was bad. This is a very expensive part from the dealer (appx $1200). We agreed to get a used one for much less and get programmed at our cost and still put our typical 12 month / 12,000 mile warranty on a salvage yard part in an effort to help the customer out. (Typically service garages only warranty new parts. Used parts are AS IS for parts and labor.) We also had another garage look at the vehicle that was going to do the programming on the PCM to confirm. [redacted] is THE GUY to go to when having computer problems with a car. He confirmed that as the problem, reprogrammed the PCM, and replaced the PCM.

The car came in again with a check engine light and we sent it back to [redacted] and gave paid him appx $200 out of our pocket for him to further diagnose and he could not give us a definitive answer to what the problem was. We then took the vehicle to the Mazda dealer in Lynchburg, who had the vehicle for several days and they could not give us a definitive answer after charging us appx $200 for diagnosis. We got the vehicle back and rechecked all of our work and connections before returning the vehicle to the customer.

We feel as though we have followed all the correct procedures to diagnose the vehicle and have gone above and beyond. Integrity employees 2 ASE certified technicians that each have approximately 30 years experience. We followed the Mazda factory diagrams to diagnose the check engine lights and the problems as they came in. When we felt that it was beyond our scope of understanding, we took to businesses that we consider the best professionals in our area for that particular specialty. We did not charge the customer for the extra money that we paid those other two businesses to diagnose, that amounted to appx $400. We still stand behind the warranty that we promised on the new and used parts that we replaced if they go bad, even though this is a common problem.

Consumer

Response:

This is when [redacted] became defensive, in response to the customer. After this incident was when the negative report was put on the Revdex.com.

We like to educate as much as possible so informed decisions can be made. This may have been perceived incorrectly by the customer. A little research before the purchase would have shown that this particular problem is common in the Mazda vehicles. Research will also show what future potential problems can be. We cannot dictate what a vehicle will do and not do, we can just fix the problems as they com

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not accept the response from Integrity. Not long after I got my Mazda back it broke down again. It broke down again on August 1st. Integrity had the Mazda from August 1st through August 27th. On August 27th when I picked it up, they assured me that it was fixed and would not break down again. When I took it to them on August 1st they said they would take care of all costs. On August 28th it broke down again. Every time it breaks down, it goes 5 miles/hour. I drove to Integrity only to be told by my step dad that when he told them I was on my way, they said they washed their hands of me. So I drove across town in 5 o'clock traffic to the Mazda dealership. They told me they only had the Mazda 6 days during the 27 days Integrity had it. The Mazda dealership told me that the Mazda needed a wiring harness. They even showed me the paperwork they sent to Integrity telling them that was what the Mazda needed. Integrity lied when they said it was fixed. The Mazda dealership was very nice. They said that the wiring harness cost $1400 just for the part. They allowed us to trade it so we would not have to spend more money on a vehicle that should never have had all these problems. So we eventually traded the Mazda in for a better vehicle. I once thought Integrity was based on Christian values and ethics but I do not think that anymore. I will never go there again and I will not recommend their services to anyone. They do not tell the truth, fix vehicles the right way, or honor their own warranty.

Regards,