Complaints

This profile includes complaints for Fitzgerald's Countryside Automall's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Fitzgerald's Countryside Automall

  27365 US Highway 19 N Clearwater, FL 33761-2940

  
• 

  Fitzgerald's Countryside Automall

  28253 US Highway 19 N Clearwater, FL 33761-2626

  
• 

  Fitzgerald's Countryside Automall

  23499 US Highway 19 N Clearwater, FL 33765-1576

  
• 

  Fitzgerald's Countryside Automall

  27419 US Highway 19 N Clearwater, FL 33761

  

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:02/19/2025

  Type:Product 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.

  I believe I have a civil case against Fitzgerald Subaru. In January of last year, I purchased a Subaru Solterra from the dealership under the assurance that the vehicle qualified for the $7,500.00 tax credit. Unfortunately, the *** has rejected my tax return four times, citing an incorrect *** number as the reason. I have contacted the dealer, and they tell me the car is not on the list for the tax credit however when I go to the *** website it shows the Subaru Solterra 2023 is on the list for the credit. I told this to the dealer, and they refused to help. I contacted the Subaru Corporation and told me the *** number is correct.

  Business Response

  Date: 02/19/2025

  Please see the attached screen shot from the federal government's clean vehicle VIN decoder website. Unfortunately this vehicle does not qualify for the credit because its final assembly point was not in *************. At no point did we ever tell this customer the vehicle was eligible for any credit and we would not under any circumstances provide any customer with tax advice. These government programs are not managed by car dealers and we do not have any way to make in ineligible vehicle qualify. 

• Initial Complaint

  Date:09/09/2024

  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.

  I have had this vehicle since it was brand new (one Owner) I keep having it flatbedded up there All the ********** a Lemon. I was told by corporate that they could most likely do a buyback on the car and give me what Ive paid into it since it usually doesnt start a lot of times during the week. I have my own business and I have had to get rides to work way too often. It is embarrassing and I just picked it up again from the dealership last night after work, and as soon as I went about a mile from the light came back on when I went to get in it with all of my work belongings and my laptop I had to walk most of the way. The amount of days my vehicle has been in the shop this year is beyond belief. The last time I had it at Countryside ****** (very nice girl) said Oh My gosh ****** I though that car Lived here!!! She recommended to reach out to You ?? ******** with National Consumer Affairs can be reached at ************** I keep making car payments on a vehicle I can even drive ?? Any Help would be Outstanding Thanks in Advance ****** ******** *************

  Business Response

  Date: 09/18/2024

  We have attempted to reach out to this customer to clarify her concern. It seems that this review was misdirected to the dealership instead of Hyundai Motor America, but we cannot be certain of that. In the complaint, she references staff at Hyundai ************* and provides contact information. The dealership is of course the sales and service resource for this vehicle, however we do not have anything to do with the customer's communication with ********************** directly. We are absolutely happy to assist in any way we can, but this complaint does not provide us with some important information, such as whether or not her concern is repaired at this point (based on the service history for the vehicle it appears to be), what conversations she's had or promises she's received from a different company and what the dealership can do to assist. Should the customer be inclined to contact us directly, we will be happy to do whatever we can. 

• Initial Complaint

  Date:07/29/2024

  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.

  My car, purchased less than two years ago, has a recurring issue where it fails to start on the first attempt after being parked for more than 30 minutes. This problem has persisted despite two separate visits to the dealership for service. During the first visit, I also experienced the engine gear getting stuck while driving. Despite their efforts, the dealership has been unable to diagnose or resolve the issue. This ongoing problem has made me feel unsafe and I have significantly reduced my use of the vehicle. I am requesting assistance in resolving this matter. Note: I have videos of the problem happening, but I am not able to attach it here.

  Business Response

  Date: 07/29/2024

  This customer did purchase this vehicle from us new in March, 2023. Since the purchase, the vehicle has never been to our dealership for service. This is understandable considering the address provided in this complaint demonstrates that the customer lives nearly four hours away from us. 

  With respect to the concern, we would be happy to inspect the vehicle and address this concern if the customer is inclined to bring the vehicle to our dealership in **********. Outside of that, this is not a complaint our dealership is in any position to resolve. The customer has the option to have this concern addressed at any Hyundai dealership, including a different provider close to her residence. The customer can contact ********************** Motor America directly at ************ for additional assistance including a referral to another service provider that *** be more convenient than coming back to **********. Since we have no service history and are unfamiliar with the current mileage, we cannot say for sure, however it is likely that the customer is eligible for support under the Florida Lemon Law. We did provide information related to that at the time of the sale and would be happy to provide it again as necessary. However, the overall nature of this complaint reflects a concern that should be addressed by the vehicle manufacturer, not the selling dealer. 

  Customer Answer

  Date: 07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We open a different ticket for Lemon law. thank you
  
  Sincerely,
  
  *************************** ********

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22053316
  
  I am rejecting this response because:

  I am writing to express my ongoing frustration with a recurring issue affecting my Tucson Hyundai 2024. Since April 2024, my car has consistently failed to start on the first attempt if it idles for more than 15 minutes and is then turned off for another 15 minutes or more. Despite taking my car in for maintenance four times, the technicians have been unable to replicate the problem and identify the root cause. On one occasion, the issue occurred directly in front of a maintenance staff member. To provide clear evidence of this problem, I have attached several videos documenting the car's failure to start under these specific circumstances. I kindly request to return and get a refund for this car. Seeking a refund.
  
  Sincerely,
  
  ******* ****** ********

  Business Response

  Date: 11/04/2024

  As explained in our original response to this complaint, we are in not position to assist the customer with this request. As you can see with the documents provided by the customer, the vehicle has not been inspected at our dealership and has instead been inspected at two different dealerships. The customer has the option to pursue relief under the Florida Lemon Law or they should consider taking the matter up with the manufacturer directly. While dealerships provide warranty service, repairs are paid for by the manufacturer as are any out of the ordinary considerations, such as repurchasing a vehicle. We remain willing to inspect the vehicle and make repairs as appropriate should the customer elect to bring it to us. Considering what the customer is seeking, this complaint has unfortunately been directed to the incorrect business. 

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22053316
  
  I am rejecting this response because: Can we direct the Lemon Law directly to Hyundai? 
  
  Sincerely,
  
  ******* ****** ********

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I recently bought a Hyundai 2023 from this dealership . When I got approved it was around there closing time . So when I got the car it was in a rush cause they were trying to go home . I never got two sets of car keys . I tried contacting them multiple times , he told me he will speak with the person that sold me the car and give me a call back . Never received a call back Ive called multiple times . He said he will check with my sales man and still to this day never got a call back or just get the same answer I will call you back .

  Business Response

  Date: 06/12/2024

  We have been in contact with this customer to make arrangements to provide a replacement key. According to our records it has been ordered. We will ensure that our staff is in contact to get this completed. We apologize for the delay.

  Customer Answer

  Date: 06/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/06/2024

  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.

  Brought the car in due to exhaust condensation and loud noise coming out of the muffler like a lawn mower sound. The dealer said they would replace my muffler due to the video i sent of the smoke/condensation and loud noise from the muffler. They told me yesterday that the car was ready and I can come pick it up. They said they replaced the muffler.If you look at the muffler picture I took today, it is clear that this is not a new muffler.

  Business Response

  Date: 05/13/2024

  We have been in communication with this customer directly. The replacement muffler the customer is concerned with is a new replacement that was obtained through normal parts channels from the manufacturer and was replaced under the manufacturer warranty. During our discussions with the customer, we have concluded that this muffler is of a different appearance of the one the vehicle came in with, which seems to be the primary driver of this concern. We are working with the manufacturer in an effort to get a replacement that cosmetically matches the original one that was replaced. We had hoped that we would have some resolution to that prior to responding, however we do not have an answer on that at this point. In the meantime, the replacement part that is currently on the vehicle is in fact a new replacement that should have no functional issues whatsoever. We will follow up with the customer directly as we learn more about another replacement that will satisfy his concern.

   

• Initial Complaint

  Date:01/24/2024

  Type:Sales and Advertising 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.

  In August 2023, I had my car undergo an oil change at my mechanic's. During the service, he informed me that the car had no oil and was experiencing oil burning issues. Upon checking the Hyundai website, he discovered that the *** number was part of a recall campaign related to oil burning in cars. He recommended taking the car to the dealership for further inspection.Initially, I visited ********************* Hyundai dealership, where they indicated that the oil pan had a crack, causing oil leakage. However, I argued that the car was burning oil, not leaking it, as there were no marks or stains on my garage floor. The dealership's procedure involved using a camera to measure oil consumption, but I opted to take the car elsewhere.In November, I visited Fitzgerald Countryside, and they advised me to drive the car for ***** miles without replacing oil, checking the dipstick, or performing any maintenance. Given my weekend-only driving habits, reaching ***** miles would take a considerable amount of time. Recently, while driving, I noticed smoke coming from the hood, and upon inspection, I discovered there was no oil in the car.When I requested the dealership to retrieve the car due to safety concerns, they declined, insisting I drive the unsafe vehicle to their location. Unwilling to risk driving on a major highway, I arranged for a tow service to transport the car to Fitzgerald. Despite contacting the dealership five times, I have not received any return calls. I only received an email listing several issues, including the need to replace the valve cover gasket.My primary concern is the lack of customer service and the fact that my car falls under the engine campaign issue. I am requesting a replacement for the engine and an apology for the inadequate customer service.

  Business Response

  Date: 02/06/2024

  ***************** spoke with our service manager on or about Wednesday January 17th. ***************** stated that her vehicle had smoke coming from under the hood and was requesting that we tow her vehicle in. Our service manager explained to ***************** that we do not have an in-house tow company that would be able to pick her vehicle up but did offer a number for a local tow company that she could use. The vehicle was towed in on Friday January 19th, ***************** was informed via text message that it would be a few days to have the vehicle diagnosed. On Monday January 22nd the vehicle was inspected and we found that the tube seals for the valve cover gasket are leaking oil internally and causing the smoke ***************** saw. In addition, we did find a couple of blown bulbs that need attention, and are suggesting a battery replacement, as it is testing low on amps. An estimate was sent to ***************** on January 22nd, she left a voice mail for her service advisor on January 23rd and a return call was made by her service advisor on January 24th. ***************** mentions that her vehicle falls under an engine campaign and mentions that her mechanic told her that the vehicle was part of a recall campaign for oil burning issues. At the time of this response, there are zero open recalls on ******************* vehicle. Her vehicle does have two factory warranty extensions involving the engine; Extension TXXC, which gave a 10-year or 120,000-mile warranty extension on the engine for connecting rod bearing failure only, and Extension TXXI, which gives a Lifetime warranty on the engine for connecting rod bearing failure only. Neither of these extensions provide coverage for oil burning however, the dealership is able to and willing to submit a goodwill request to Hyundai on the customers behalf for engine replacement if the vehicle is consuming (burning) oil at a rate higher than Hyundai deems normal. In order for the dealership to submit this request the customer must follow a three step process outlined by Hyundai Motor America to determine if the vehicle is consuming oil and if so at what rate. These steps include oil changes, repairing any oil leaks that are found during the inspections, and possibly a combustion chamber cleaning. Only once these three steps are completed and the engine has been proven to consume oil at a higher rate than Hyundai deems normal is the dealership able to submit for a goodwill request for engine replacement. However, the condition for which the customer is complaining is not covered under any manufacturer warranty extensions. If the customer would prefer to correct the obvious oil leak with her mechanic, that is also perfectly fine. 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: ********
  
  I am rejecting this response because: I am just FED up with Hyundai and the run around they are giving me.  I had them FIX the valve gasket cover issue as they are stating this is where the oil and smoke was coming from.  $578.00 out of my pocket !   I drove my car last night and guess what - it has NO OIL in it!!!!! ...Oil that this dealer just put in the car.  WHERE THE **** IS THE OIL GOING if there are no leaks on my drive way?  It is has an oil consumption problem and Hyundai is doing NOTHING to help me with my problem.  I will NEVER buy another Hyundai again as they do not stand behind their product.  Since starting this whole problem I have had a heart attack due to the stress I am under over this issue!  THANK YOU EVERYONE FOR NOT HELPING! 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/08/2024

  At no point in our response did we suggest that the vehicle is not consuming oil. What we explained is that we have to address the condition one step at a time and we went further to explain what actual warranty coverage is available for the customer, none of which addresses oil consumption. Nevertheless, if what the customer is saying is correct and there is in fact oil consumption, we are happy to start the process for the oil consumption test process that is required by the manufacturer and we will submit a good will request for warranty support to the manufacturer on the customer's behalf. What is true is that the vehicle was presented to us with an obvious oil leak that was resulting in smoke coming out from under the hood. The dealership is happy to work on behalf of the customer in an effort to resolve this concern. We would however need to get the vehicle back in.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I tried to purchase a reliable car to be able to drive my 2,5-year-old autistic daughter to have a reliable transportation for her everyday therapy. On 6/17/23 the 2019 ********************* was purchased by me at Fitzgerald's Used Car Outlet Center ********** at **********************************************************************. After two weeks car begin to make noises while stopping, few days later the car died in a middle of busy intersection with my daughter in a car, I got a jump - car started and was ****** it to the service center (07/07/23) (owned by the same company) where it was repaired. Parts were changed and what it looked like to untrained person the problem was resolved. Three weeks later (08/08/23) the problem with car making noise while stopping and starting came up again and vehicle was brought the second time to the service where parts were changed and was declared as fixed. Today (9/12/23) car dies again in 6 lane intersection (right in the middle of it) with my daughter in a car.The concern is that some of the issues coming up with the car were inspected by the dealer before the purchase and has passed for parts that were inspected and still had to be replaced. Car that turns itself off in a middle of the street puts my child in great danger possibly fatal if hit in a middle of the intersection by another car, due to negligence of the dealer inspecting it and service making repairs for a car that pass their own inspection.Im looking for resolution for this problem of a different vehicle that is safe for my child. I shouldnt have to sacrifice my daughter safety because I was sold unsafe vehicle. If I have to I will take legal actions and publicize this on local and social media about the problems I been having.

  Business Response

  Date: 09/21/2023

  Upon receipt of this complaint and other correspondence the customer shared, we immediately reached out to the customer to address his concerns. We had the vehicle in the same day, verified a repair that he had performed elsewhere and addressed an additional concern that he had with the vehicle. For context, this incident occurred three months and ***** miles after delivery and was the result of a failed starter that our used car inspection would not have caught thousands of miles in advance. Nevertheless, the customer picked up his vehicle today after his concerns were addressed. 

  Customer Answer

  Date: 09/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/25/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I bought a GAP insurance policy when I purchased my car at Fitzgerald Countryside Hyundai. When I had paid off half of my auto loan, I cancelled the unused GAP policy by submitting the proper paperwork to Zurich North ***************** on April 29, 2023. After not hearing anything I contacted Zurich in June and was told they had sent my refund to Fitzgerald Countryside Hyundai in May and I would need to go through them to resolve the issue. I then contacted the business department at the Hyundai dealership by email and also forwarded the cancellation paperwork on June 29th. I was then contacted by email by ********************************* at the accounting department at the dealership on July 7th stating she never got the paperwork but now that she had it would mail out my refund. I have been going back & forth with ***** ever since by phone. First she told me the check was sent to an old address, even though the address where the refund should be sent is clearly stated on the cancellation form. I have mail forwarding and contacted the post office, there was no such mail piece. I have given her my new address several times now and was told a new check would be mailed but have still not received anything. I've left messages with the general manager at the dealership with no response. I've contacted Hyundai *** directly and was told they can't help me. I feel they have no intention of giving me my refund.

  Business Response

  Date: 09/01/2023

  We first would like to apologize for the communication issues that took place processing the *** refund. There was a concern regarding address. Upon receipt of the complaint we reviewed our previous processing and found that the check we had written had not cleared. We issued another check today. During the review, however, it was discovered that the original lien holder for the vehicle is still in place. In cases where we process refunds for products that were part of an original transaction, we are obligated to issue the refund to the lienholder. This amount will come off of the customer's principal balance owed on the vehicle. Should the vehicle have been paid off in the interim, the bank will issue the refund directly. The attached check was sent out to ******************** lienholder today. While there was never any intention on our part to fail to issue the cancellation refund, we do regret the confusion and any delays. 

  Customer Answer

  Date: 09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/03/2023

  Type:Sales and Advertising 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.

  So, I have been taking my care to the Fitzgerald Hyundai Dealership since 2020 and in April of 2023 Ive been having conflict with the dealership . Ive had to replace several parts. All related to my engine. My car continues to have problems such as misfires and *** had them resolved (so I thought). After spending $800, my service engine light returned about 2 months later. So the problems persist as I continue to address the issues, but nothing seems to be getting resolved. I took the car to an outside mechanic and they told me that my 2015 Hyundai Sonata has a manufacturer issue and that they recommend taking the car back to Hyundai to have it addressed. I reached out to the customer care line, and assigned a case manager who also has been ineffective or responsive. This entire situation has been drawn out.

  Business Response

  Date: 08/03/2023

  It seems that the customer is requesting that we here at the dealership contact her to resolve this complaint. We're happy to do so and will be in touch tomorrow. 

  However, with respect to her complaint regarding her services since April as it relates to a check engine light, there seems to be a misunderstanding. We have not performed any repairs related to a check engine light. The vehicle has been presented to us twice since April with a check engine light issue, however the customer has declined repairs in both instances and no related repairs have been performed by us whatsoever. We do not know to what extent she has consulted with other repair facilities regarding the necessary Check ************ repairs, but it is not surprising that the light would continue to come on if the necessary parts have not been replaced.

  The vehicle was brought to us on or about April 17, 2023 with two issues. One was that the Antilock Brake System light was illuminated, the other was that the Check ************ ******** ************) was also illuminated. The customer approved repairs of the Antilock Brake System condition where were completed and the customer paid for, but she declined repairs for the Check ************. The vehicle was returned to her without us having corrected the Check ************ condition at her request.

  The vehicle then came back in on or about June 26, 2023. There was no complaint about a Check ************ and no related inspections or repairs were performed. This service was simply an oil change.

  The vehicle came back in again on or about July 20, 2023 with a Check ************ on again. We performed a diagnostic analysis and recommended a repair to correct the Check ************, which the customer declined to do. So again, no repairs were performed. 

  We have no doubt that we could have corrected the check engine light concerns that were presented to us, but the customer did not approve the repairs required for us to do so. We cannot speak to any repairs or inspections performed at any other shops. Regarding her contact with Hyundai directly, we have no familiarity with that either.

  Again, according to the complaint, it appears that her requested resolution is that we contact her and we will be sure to reach out. Should the BBB or the customer like to review the invoices related to the recent history we have on record for this vehicle, we are happy to provide that. 

• Initial Complaint

  Date:05/05/2023

  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.

  My customer number is: ******** chose ******************** due to their reputation for good service and only using factory replacement parts. Over a 6-month period, from October 2022 to now, I have had my vehicle into the Fitzgerald ************** over 6 times. Additionally, I have been in contact with them via telephone and in person each time the problem reoccurred (over a dozen times). They continue to advise me to leave the car so they can troubleshoot it. They've replaced several parts and still the problem persists. I have lost confidence in their ability to resolve my issue/ repair my car. Therefore, at this point, my desire is for the return of all monies paid. I am displeased with the service and have not gotten what I paid for.

  Business Response

  Date: 05/10/2023

  Upon receipt of this complaint, we took it upon ourselves to reach out to the customer directly. We are open to granting a refund of the relevant repair that has apparently been proven to be ineffective. However, during our conversation with the customer it seems that they may be open to ** addressing the ongoing issue. If the customer would like for ** to inspect the vehicle again, we are happy to do so. If the customer would prefer a refund of the original repair, we are open to that as well. Should we reinspect the vehicle, we would be happy to apply whatever has been spent towards whatever repair the vehicle requires.