McCurley Integrity Dealerships

Attached you will find a written response to the Case ID [redacted] In response to the customer concern; the scan tool utilized to read the trouble codes in the SRX was a GM MDI (Multiple Diagnostic Interface) & is the current approved scan tool for GM vehiclesAs stated In my previous response; if the vehicle had trouble code Pat the time of our diagnosis, we would have performed GM Special Coverage 11340C at no charge to the customerGM would have paid the dealership a fair & reasonable amount to perform the repair,& it would not have "cost" the dealership any amount as the customer believesThere were no diagnostic charges relating to GM Special Coverage 11340C, as trouble code Pwas not presentRegarding the diagnostic charge that the customer paid; the vehicle had trouble code P& was diagnosed as needing an Evap Purge ValveThe customer declined any further repairs, as the repair was not covered by warranty under any GM Special Coverage

08/21/ Revdex.com Case# [redacted] [redacted] Revdex.com Northwest S Jefferson St, Ste Spokane, WA Dear [redacted] ***, Revdex.com case# [redacted] for [redacted] was originally sent to General Motors, & was a request by the owner to terminate the Cadillac XT-lease & refund the down paymentOn 08/04/2017, the case was approved by GM & settled for a straight repurchaseI was contacted on 08/14/by the GM RVDC, and was advised that the repurchase documents were currently being draftedUpon completion; the repurchase documents will be sent to the dealership via Fed Ex, at which time the customer will sign the documents & return the Cadillac XT-for GM repurchasePlease feel free to contact me if you need any further information Sincerely, Mike Z [redacted] Service Manager McCurley Integrity Chevrolet-Cadillac

March 27, We have written the customer an apology for what he described as a poor experience It is our goal to have customers 100% satisfiedIn this case the customer purchased a Subaru Factory Certified Pre-Owned Vehicle that included standard Certified Pre-Owned Coverage [redacted] (application and brochure enclosed) The customer brought the vehicle to the dealership the day following the purchase with a sensor that was not working properly The vehicle was repaired and returned to the customerDuring the time it took to repair the vehicle the customer inquired about purchasing a new Subaru rather than the Certified Pre-Owned The sales person worked with our sales manager to put a deal together and that was presented to the customer Mrand Mrs [redacted] asked for time to think about the price difference for the new deal When they came back they said they would really like to keep theirs, but wanted assurance that it was going to be reliable for them It was explained that the remainder of the new vehicle factory warranty (years from the original in-service date (11-18-2014) or 36,miles) was still in place as well as the Certified Pre-Owned CoverageThey were happy with that resolution and in fact asked for three free oil changes in light their trouble which our sales manager honored and set up in our service department We are not certain what is being referenced as the McCurley Promise All of the details of the transaction are clearly defined in the Subaru Pre-Owned Brochure and Application that the customer received We are surprised to be in receipt of this complaint and are sorry that this customer had a less than excellent experience We will reach out to them to see if there is anything further we can do if they in deed would like to purchase a new Subaru rather than the Certified Pre-owned ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

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

I attached two invoices one was before I took it to McCurley Dealership and the other one was after I took it to McCurley Dealership and they both have daignosis code for the timing belt. The only reason I signed the paper is because I have evidence that the code is there. When I took it back to Myers and Dessert Buick they both adviced me that I should get my money $130 back because that should've been covered under my 120k warranty and that McCurely Dealership was in the wrong for charging me because clealry in both of their diagnostic test the code for timing belt generated. It is my understanding that McCurley Dealership uses a machine that is not as advanced as the one that Myers Auto Tech and Dessert Buick uses. I was told the machine that they use doesn't pick up all the codes. I believe I should get my money refunded to me because the code for timing celt is there and I have appointment with Dessert Buick on 5/05/16 to have them fix the timing belt. I also belive that since McCurly dealership is such a big company they should be using a more advanced machine. Also, I believe that McCurley Dealership was trying to avoid doing the labor work under my warranty which is 2-3 days and would cost them a good $2,000 - $3000 worth or even more. I want my refund for the amount that they charged me bacuse that should be covered under my warranty and I shouldn't have to pay out of my pockets just because they don't have advance technology devices.

Attached you will find a written response to the Case ID [redacted]
In response to the customer concern; the scan tool utilized to read the trouble codes in the 2007 SRX was a GM MDI (Multiple Diagnostic Interface) & is the current approved scan tool for GM vehicles. As stated In my previous response; if the vehicle had trouble code P0009 at the time of our diagnosis, we would have performed GM Special Coverage 11340C at no charge to the customer. GM would have paid the dealership a fair & reasonable amount to perform the repair,& it would not have "cost" the dealership any amount as the customer believes. There were no diagnostic charges relating to GM Special Coverage 11340C, as trouble code P0009 was not present. Regarding the diagnostic charge that the customer paid; the vehicle had trouble code P0496 & was diagnosed as needing an Evap Purge Valve. The customer declined any further repairs, as the repair was not covered by warranty under any GM Special Coverage.

08/21/2017   Revdex.com Case# [redacted]   [redacted]
  Revdex.com Northwest 152 S Jefferson St, Ste 200 Spokane, WA 99201   Dear [redacted],  Revdex.com case# [redacted] for [redacted] was originally sent to General Motors, & was a request by the owner to terminate...

the Cadillac XT-5 lease & refund the down payment. On 08/04/2017, the case was approved by GM & settled for a straight repurchase. I was contacted on 08/14/2017 by the GM RVDC, and was advised that the repurchase documents were currently being drafted. Upon completion; the repurchase documents will be sent to the dealership via Fed Ex, at which time the customer will sign the documents & return the Cadillac XT-5 for GM repurchase. Please feel free to contact me if you need any further information.   Sincerely,   Mike Z[redacted] Service Manager McCurley Integrity Chevrolet-Cadillac

Please see our attached response.  Thank you, McCurley Dealerships
Mrs. [redacted] brought her 2007 Cadillac SRX to McCurley Cadillac for a scheduled appointment on April 19th 2016; she had a concern that the check engine light was coming on. Mrs. [redacted] signed the repair order authorizing up to...

$120.00 +tax for diagnosis of the check engine light. Mrs. [redacted] stated that she previously paid for diagnosis a Myers Auto Tech. They found the vehicle had Data trouble Codes P0009 & P0496. They advised that her vehicle would be covered under warranty at the dealership for replacement of the timing chain under a GM Special Coverage 11340C. GM Special Coverage 11340C provides coverage for a period of 10 years or 120,000 miles, whichever comes first, from the original vehicle in service date. If dealership diagnosis finds check engine light illumination due to premature wear of the timing chain; Special Coverage 11340C provides for timing chain replacement. Although Myers Auto Tech previously found multiple trouble codes; the vehicle only had code P0496 stored when we scanned the vehicle. Our technician diagnosed code P0496 as a defective Evap Purge Valve, & had no relation to the timing chain. The diagnosis was performed with approved GM equipment, Mrs. [redacted] was advised of the diagnosis,& declined further repairs. Upon arrival to pick up the SRX; Mrs. [redacted] stated that she should not have to pay for diagnosis because she had already paid Myers Auto Tech for diagnosis,& then asked to speak to the manager. I spoke with Mrs. [redacted] & explained that the only code present was for the defective Evap Purge Valve, & the timing chain code was not present during our diagnosis. Mrs. [redacted] asked us to scan the vehicle for codes in her presence, which we did. Once again, the vehicle did not exhibit a code for a worn timing chain. I assured Mrs. [redacted] that if the vehicle exhibited the code for premature timing chain wear in [redacted] authorized diagnostic charges up to $120.00 +tax, which she confirmed; but then stated that the future, it would be corrected under the terms of Special Coverage 11340C. I verified that Mrs. [redacted] authorized diagnostic charges up to $120.00 + tax, which she confirmed; but then stated thatshe only authorized the diagnosis because she did not believe that she would have to pay for it. The vehicle was released to the customer upon payment for diagnosis.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

March 27, 2017  We have written the customer an apology for what he described as a poor experience.  It is our goal to have customers 100% satisfied. In this case the customer purchased a Subaru Factory Certified Pre-Owned Vehicle that included standard Certified...

Pre-Owned Coverage* (application and brochure enclosed) The customer brought the vehicle to the dealership the day following the purchase with a sensor that was not working properly.  The vehicle was repaired and returned to the customer. During the time it took to repair the vehicle the customer inquired about purchasing a new Subaru rather than the Certified Pre-Owned.  The sales person worked with our sales manager to put a deal together and that was presented to the customer.   Mr. and Mrs. [redacted] asked for time to think about the price difference for the new deal.  When they came back they said they would really like to keep theirs, but wanted assurance that it was going to be reliable for them.  It was explained that the remainder of the new vehicle factory warranty (3 years from the original in-service date (11-18-2014) or 36,000 miles) was still in place as well as the Certified Pre-Owned Coverage. They were happy with that resolution and in fact asked for three free oil changes in light their trouble which our sales manager honored and set up in our service department.  We are not certain what is being referenced as the McCurley Promise.  All of the details of the transaction are clearly defined in the Subaru Pre-Owned Brochure and Application that the customer received.   We are surprised to be in receipt of this complaint and are sorry that this customer had a less than excellent experience.  We will reach out to them to see if there is anything further we can do if they in deed would like to purchase a new Subaru rather than the Certified Pre-owned.   [redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Regarding the repairs to the 2003 Cadillac Deville for [redacted], the Repair Order (RO [redacted]) was written on 11/07/2012, specifically to correct engine oil leaks located at the engine lower crank halves seals & both valve cover gaskets. An estimate of $3450.00 including tax was provided to [redacted], which she signed for at the time the repair order was written. Please see page 1 of the Technician Copy of Repair Order for [redacted]’s signature authorizing the above amount.

During the course of the repair; the front motor mount was noted as being torn and was replaced for $108.16 with no additional labor. Additionally, the water pump drive belt was noted as being stretched & was replaced for $16.91 with no additional labor. The defective motor mount & belt were replaced during the repair, as they had to be removed to complete repairs for the oil leaks. To not have replaced these items when it could be done for no incremental labor would not have been in the customer’s best interest.

The total completed repair cost was $3518.56, $68.56 greater than the original estimate, but well within the 10% overage as allowed for in RCW 46.71.025 (2). Given [redacted]’s hand written comment on the copy of the Repair order she attached to the complaint it looks like she did not understand the quantity of parts that would be involved in fixing the engine oil leaks. That may be the case, but she did authorize the dollar amount of the repair.

Review: complaint type: advertising AND serviceService issue: June 18, 2013 purchased car at mccurelys. June 21, 2013 Notified that car loan was approved. July 6, 2013 Appointment with service made by Salesman to perform the following: New Key, fixed radio by installing aftermarket radio (which I wasnt enthused about) , look at mechanical issues I noticed the car (car jumping while at lights, car having difficulty starting, car having issues transitioning from 1st gear to 2nd ) which would have been covered by their 30-day warranty. Sept 2013 - Sent certified usps letter to dealership complaining that cruise control stopped working the day radio was installed. I also address mechanical problems from July asking for a receipt since I was still having the same issues. Over time I just got angry so I finally decided to write letter. September 24, 2013 [redacted] from Service called from McCurley. Appointment set for October 11am. He agreed to fix cruise control and take a look at the mechanical issues for free and this is when I learned that they never addressed the mechanical issues on July 6, 2013 like I was promised by the salesman. While on the phone I also told him that the car they handed over to me did not have wiper fluid, nor does it get good gas mileage like they advertised. They stated 25 city-32 hwy. I get 20 on a good tank which I believe is a result in the unaddressed mechanical issues. September 29, 2013 [redacted] from McCurleys called on a Sunday (which I found odd). He wanted to know that I was taken care of. I told him what [redacted] had told me. I was impressed that they were taking ownership at this time, however this was quickly reversed. October 11, 2013 went to McCurleys missing two hours of work in order to get mechanical issues looked at for free. Went to McCurleys to pick up car to find that the used parts service refused to look at mechanical issues. I was lied to by McCurleys. They verbally agreed to look at mechanical issues TWICE and both times they were dismissed. Dont tell people something if you cant live up to your promise!Advertising issue: In their ad they claimed that the car had privacy glass. This car doesnt have privacy glass. In the ad it also states that there is a full size spare tire. The car has a donut, not full sized spare.Desired Settlement: 1. I want car looked at for free and fixed if applicable under their 30 day warranty like I was promised. If not I will be returning car to the bank and suffering the consequences of my mistake by trusting McCurley's. Everytime I get into the car, I am reminded about how I was lied to.2. Why did you guys advertise "privacy glass" and "full-sized spare tire" when in fact it has "donut" and NO privacy glass? They also stated the car got "25-32 mpg". It gets 20. Tell me what you think.

Business

Response:

We have been in communication this week with [redacted] and are in the process of working through her issues.

Review: I took my vehicle a 2006 chevy equinox in on November 16th for a serpentine belt replacement. I was told about halfway through, that the car needed to have the tention pulley replaced because "it had been broken for a while" I agreed as I was not aware of it being broke. After leaving, the car made a grinding sound, I called the dealership they told me it was not their issue. After taking my car to [redacted] to for a check up on Monday, November 25th, they told me it was not my transmission, however it was rather a suspension or mount problem. I called Mccurley asking them again what was the process of taking the belt off and replacing the tention pulley, the person knew my vehicle and admitted to me on the phone they broke my tention pulley, the same one they claimed to be broken before I brought it in. Now im stuck with a vibration on my vehicle and out money thanks to the poor work they did, they lied to me, making me pay for something they broke and I am now more convinced they did something else to my vehicle in order for more business.Desired Settlement: would like them to fix my car in full at no charge or refund me the labor and part I paid for when I did not break it in the first place. I would like them to fix the car including the noise its now making after bringing in to this shop.

Business

Response:

Dear

Revdex.com,

Mr.[redacted] brought his vehicle to the dealership on 11/16/2013 to have a

serpentine belt replaced on Repair Order [redacted]. During the course of the

repair, the technician noted that the belt tensioner was broken & required

replacement. The Service Advisor provided the broken belt tensioner to Mr.

[redacted] for inspection, which showed evidence that the tensioner had an “old”

break in the casting. Repairs were completed after obtaining authorization from

Mr. [redacted].

Mr.

[redacted]’ vehicle returned on 11/18/2013, with a concern that the engine shakes

badly when put in reverse. The replacement of the belt & tensioner was

inspected on Repair Order [redacted] to ensure proper installation. Upon inspection

it was found that there was a “groaning” type noise from the RH front brake or

suspension area when stopping in reverse, which was unrelated to belt &

tensioner replacement. Mr. [redacted] declined further diagnosis of the noise,

& stated that he would take it back to [redacted] because they had just

performed other repairs.

Respectfully.

McCurley

Integrity Dealerships

Consumer

Response:

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

My Experience at McCurley Subaru has been horrible. When I first purchased the car the salesman asked me to come back on a Sunday to go over some of the features of the car. Well I went back Sunday and he wasn't at work, so they were going to have his partner salesman help me, and of course he wasn't there either.
My next incident was pretty recent. I Purchased the vehicle in July 2014. My first oil change was in October 2014. In January 2015 my lights to get an oil change and what night come on again. So I schedule an appointment in there service department to get my oil changed. Well I get to my appointment and one of the service techs tells me I don't need an oil change until 16,000 miles. It didn't sound at all right, but he assured me not to come in till 16k miles. So he walked out to my car and reset all the lights. Fast forward to March 2015 my lights go on again. I decide to check my oil and sure enough it's pretty close to being low/out. I call the service department on a Saturday and they tell me that shouldn't have happened and the soonest they could get me in was Wednesday. So after talking on the phone for a good 20min they get me an appointment on Tuesday and they tell me not to drive the car. It's my only vehicle to get to work, so I had to go to the store and purchase oil and fill up the car myself just to get by.
I Let management know, but wanted to share my experience here.