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Complaint Details
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Initial Complaint
05/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a "certified" pre-owned Cadillac in May of 2023. The first salesperson that I was with, **** touted The CarFax as spotless, and the certified label came from Cadillac's 172 step verification where each vehicle undergoes a supposed inspection to make sure that it meets the stringent mechanical and appearance benchmarks of the brand. **** was too busy to finish the sale, so I was passed off to *****, the newest and most inexperienced salesperson on the floor. I paid the full asking price plus taxes and fees. I believed that I was working with a reputable and honest dealership. Mistake!!The paint began peeling off within the first two carwashes. I accepted this, assuming that my husband and I had failed to see it during our own inspections of the vehicle. Next, each time if had to go in for service Mcgonigal had the vehicle for 1-2 weeks at a time, citing "can't get the parts" as the reason. The car has been in the shop almost 2 months during the one year I've owned it. This spring, while driving, a tire popped. I was shocked to find out that the car had been sold to me with a broken wheel which had been previously welded together. Something that McGonigal failed to alert me of at the time of purchase. That cost $628. This month the transmission went out. Mcgonigal told me the car had a bent axel and bad struts. They tried to charge me for everything citing a deer accident as the cause. I got my insurance involved, and they said the vehicle was sold to me with a bent axel, deer had nothing to do with problems. Checked on the vehicle today and they have now added bad shocks and a drive shaft to the list of parts needed. Another set of problems that McGonigal failed to alert me of at the time of purchase. Mcgonigal unethically labeled vehicle "certified pre-owned" and then sold it to me for top dollar with a bent axel and broken wheel, bad struts, bad shocks, and an awful paint job. Failed to give me complete transparency of the issues with car.
Business response
06/14/2024
Dear Better Business Buruat,
Thank you for bringing this matter to our attention. We take all customer concerns seriously and strive to address them promptly and fairly.
Upon reviewing the case of ********************************* vehicle purchase, we found that the customer had experienced an unfortunate accident subsequent to their purchase. While we sympathize with any inconvenience or distress caused by such incidents, it is crucial to note that the damage to the axle and rim could have occurred during the accident and subsequent usage by the customer.
Our records indicate that the vehicle underwent a thorough inspection prior to the purchase, where it was found to be in satisfactory condition. However, given the unforeseen nature of accidents and their potential to cause damage to vehicle components, we cannot assume liability for damages that occur after the sale has been completed.
Nevertheless, we are committed to customer satisfaction and are willing to work with ***************************** to explore possible solutions. We encourage them to provide any additional information or evidence regarding the condition of the vehicle at the time of purchase, which may help us reassess the situation.
We value our reputation for integrity and fairness in all our transactions and remain dedicated to upholding the highest standards of customer service. Please do not hesitate to reach out if you require any further assistance or clarification regarding this matter.
Sincerely,*************************
General Manager
McGonigal
Customer response
07/01/2024
This complaint has not been resolved. The dealership hasn't even acknowledged that it was placed. They still have possession of the vehicle, today starts week 8. Two full months and they haven't done anything to address this complaint or the others that I have made.Customer response
07/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]This complaint has not been resolved. The dealership hasn't even acknowledged that it was placed. They still have possession of the vehicle, today starts week 8. Two full months and they haven't done anything to address this complaint or the others that I have made.
Regards,
*****************************Business response
07/16/2024
Good morning,
This vehicle was purchased by McGonigal out of a dealers inventory. It then gets inspected by a third party. McGonigal then inspected it once it arrived. It was not bent then.
Business response
07/18/2024
This vehicle was purchased by McGonigal out of a dealers inventory. It then gets inspected by a third party. McGonigal then inspected it once it arrived. It was not bent then.Initial Complaint
03/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Took my vehicle to them for service under their Lifetime Warranty claim. They called me asking for service records for things like spark plug changes and differential flush. They claim that i shouldve kept up with those things according to my owner manual. Only problem is both of those items should have been done before i purchased the vehicle. I purchase the truck when it had more than 100k miles which is when those two items shouldve been completed. Today it has 119k which is less than the next mile stone of 120k. They want full price for the repairs, I pointed this out to them to no avail.Business response
08/12/2024
*************************, the ** of McGonigal, left a message for *******Business response
08/13/2024
*************************, the ** of McGonigal, left a message for *******Initial Complaint
12/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 2014 ****** outback from Chariot automotive on sept 16 2023.Sept 19th my warning all the warning lights on my dash came on. Took the car back to the dealer was told i had to take it to ****** to ****************** to get fixed. They would not fix it because it was not a scheduled repair. The car was taken back again on 9/26/23 and they could not fix the problems. The car taken back in on Oct 2nd because the lights came back on. I was told that they were going to send it to ******************* to work on. I have no paper work from ****** saying they never got the car or what they did to it.They had the car for 30 plus days. I picked up the car on Nov 6th was told everything was fine. less than 24 hours later my lights come back on on my dash.Nov 16 after coming out of a restaurant my car would start but would not go any where. sometimes now it will stall out at a stop sign. Nov 20 my girl friend and I went to the dealership to try to get things settled was told that they did not have a car at the time but that they would work on it.Dec 4th called the dealership was told they could not do anything unless i came up with more money. Dec 5th my lights came back on on the car. Dec 7th car cut out twice and my key fob would not work on car panic horn goes off and i can get it to stop. Dec 10th coming home from upland a different set of lights come on my dash. Dec 11th I called off work because In did not trust my car to get me there. Dec 11th spoke to attorney *********************** and was told that the lemon law only refers to new vehicles. Dec called ****************** to get the car in I can take it in on the 15th.I have dates and pictures this is only a brief description of what is going onBusiness response
01/03/2024
In reference to this customer ************************* on the ******* She was in for service on the following dates 9/19/2023, 10/2/2023 and 12/15/2023
On 9/19/2023 the complaints were as follows check engine light, corroded battery terminals, driver window stops midway up.
Repairs completed on complaint 1 for the check engine light : no repair we could not duplicate and the system had zero codes.
Complaint 2 repairs made replaced the battery terminal.
Repair for complaint 3 replaced master switch and left front window regulator/motor. This cost us $607.44 that we took care of on her behalf outside of fixed recon
On 10/2/023 the complaint as follows brake light is flashing, check engine light is on , front window will not go up.
Repair on complaint 1. no active codes for anything brake related even though the light was on tested modules checked brakes ect. Cleared code and test drove the vehicle for 108 miles and the light and codes did not return.
Repair for complaint 2. Again,no codes and could not duplicate a concern test drove for 108 miles and nothing returned.
Repair for complaint 3 : PARTS WARRANTY FROM PARTS COUNTER TICKET **** DUPLICATED CUSTOMER CONCERN OF LF WINDOW FAILING TO GO UP.LF WINDOW ONLY ROLLED UP APPROX 2 INCHES AT A TIME. LF WINDOW SWITCH FAILED TO PROGRAM. CUSTOMER STATED REGULATOR/MOTOR AND LF WINDOW SWITCH WAS ALREADY REPLACE. VERIFIED CORRECT UPDATED PART NUMBER FOR WINDOW SWITCH. FOUND TSB 07-152-19R REGARDING POWER WINDOW SWITCH CHANGES. FOUND PART NUMBER FOR 14'OUTBACK WINDOW SW LISTED INCORRECTLY IN TSB. CONTACTED TECHLINE FOR MORE INFORMATION AND IF FRONT WINDOW SWITCHES SHOULD BE REPLACED AS SET. TECHLINE VERIFIED LF WINDOW SW AND REG/MOTOR PART NUMBERS. TECHLINE ADVISED TO VERIFY REG/MOTOR INSTALLED CORRECTLY. FOUND NO ISSUE WITH HARNESS BETWEEN LF WINDOW SWITCH AND MOTOR. VERIFIED POWER AND GROUND AT WINDOW SWITCH. REMOVED AND INSTALLED LF REGULATOR AND MOTOR AND BOTH FRONT WINDOW SWITCHES. LF WINDOW PROGRAMMED WITHOUT ISSUE AFTER SWITCH REPLACEMENT. PARTS WARRANTY FROM PARTS COUNTER TICKET **** FROM 9/27/23. Cost on us outside of fixed recon $41.65
At this point we sent the vehicle to ******************* ( i have no documentation from them)
On 12/15/2023
Prior to this appointment when ****** called she was advised to take this car back to ****** where they have the proper equipment and techs to perform diag and work on this vehicle and that i could discuss their findings with their service manager to see if we could assist. She persisted that its not safe to drive and would NOT be doing that. So we set her appointment up and when she arrived the complaint was all the lights were on in the dash. When we went to write up the vehicle no lights were on no codes were set. We again advised it was in fact safe to drive and to take it back to ******. Without hesitation ****** was yelling and cursing at my advisor demanding a car to take home. We advised her there is no loaner option for her and to again take her car back to ******. She refused and left her car here and stated that this car is not her problem, it's our problem . We did no repair customer is welcome to come and get the vehicle.Customer response
01/03/2024
the problem has not been resolved and they said i was cursing at the attendant that again is another lie. I was upset but i do not swear at people.
I was told when I first brought the car in that they would send it to ****** and if i had any more problems to bring it back in and they would take care of it again not true it has been 3 months and i am stuck with a lemon
Customer response
01/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]the problem has not been resolved and they said i was cursing at the attendant that again is another lie. I was upset but i do not swear at people.
I was told when I first brought the car in that they would send it to ****** and if i had any more problems to bring it back in and they would take care of it again not true it has been 3 months and i am stuck with a lemon
Regards,
*************************
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