Complaints

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:01/28/2025

  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.

  1/27/25 I own a ******************************************************* 6 months and now the check engine light is on again. I was told today that I need a heater installed to keep the pvc warm so ice wouldn't form and trigger the turbo to fail. The cost of the heater is $2100. I was told that my car works better in warmer climates therefore, the recent cold weather we are experiencing is affecting my car. I paid for an extended warranty but, they won't cover it. Last year I had to have the transmission replaced. I think this car is a lemon.

  Business Response

  Date: 02/18/2025

  Good morning,

  I was able to have a conversation with the customer this morning, we were able to confirm that the customer is satisfied with **********************. Since there was a build date issue with the past vehicle and the repair wasn't cost effective, the dealership was able to remove the problem vehicle as a trade in towards a new vehicle. The guest purchased the new vehicle from our location and will continue to have a relationship with Fitzgerald Auto Mall Frederick. 

  Regards,

  Morven Beverly

  Service Director / Fitzgerald Auto Mall Frederick

• Initial Complaint

  Date:08/16/2024

  Type:Sales and Advertising 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.

  Bought a VW ID.4 from this dealership in ********. I told them to call OH BMV and give me the price with taxes and fees so I can provide it to my dealership. I flew from ******** (the country that I am stationed in. Currently in the *******) and picked up the car and drove it to **. A whole month later, I received a email from their finance department that they made a mistake and now need $1119.82 for taxes. The num. 1 job of the finance department is to figure out that all the numbers are correct. They made the mistake so they should pay for this mistake. Then this dealership will wait a whole month to find out about their mistake? Unacceptable!

  Business Response

  Date: 08/20/2024

  Good afternoon,<*p>

  After reviewing this case we have determined the customer will not owe any further monies for the transaction in the complaint. We have had time to perform an internal audit and found that incorrect information was provided, thus the customer received incorrect information. We will contact the customer and inform them of our findings. <*p>

  Morven Beverly * Svc Dir - Fitzgerald Auto Mall Frederick<*p>

  Customer Answer

  Date: 08/21/2024

   
  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:08/08/2024

  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.

  A few days after purchasing a used vehicle I took it to get inspected. They found a coolant leak. I brought it back to the dealership, and even though they had inspected it three months prior and found no leaks they found it this time. Two months later, as our warranty is nearing its end, I begin calling them to hear the parts are on back order. Finally, after 3-1/2 months, we got a call that my car was ready. A month goes by and my low coolant light comes on again. Almost a year and a half later, and my car has gone to them six times for the same coolant leak. Each time I got it back, the leak only got worse. The sixth time, they found a leak in the head gasket. They won’t cover the cost to repair it since it’s $10,000 and the car is only worth $9,000. We speak to a manager and he tells us our only option is to trade it in, but we’d be putting $9,000 in negative equity onto a new loan. I go in to meet with the General Manager, and he restates everything we were told the day before. Only this time we brought all of our records. We show him the warranty we were given, a 90-day extensive warranty. He tells us there’s nothing he can do. I reiterate that this problem, the leaking head gasket, is in fact covered under our warranty. Yes, they have attempted to fix it every time we’ve brought it in, but it has never been fixed. Now that they found the problem they are refusing to fix it. He calls us the next Tuesday and tells us that they still won’t fix it, and our only option is to trade it in for a brand new car because of how much negative equity we have. The option they present us is a $40,000 loan with our $9,000 in negative equity rolled over into it, and an additional $2,000 down payment. On top of that, the manager states they plan to fill my car with coolant and send it to auction to screw someone else over. They knew all along that this car was bad, and they pushed it over the curb illegally. I want completely refunded and a replacement of the same value.

  Business Response

  Date: 08/09/2024

  Good morning,

  We have reviewed the customers complaint and feel that we have provided several options and several repairs at no cost to the customer since purchase. During the purchase of the vehicle the customer was offered to purchase an extended warranty, this is offered to most every vehicle we sell unless the vehicle is deemed "as is" or "handyman" vehicles. The offer was declined. The dealership did provide a 90 day 4,000 mile warranty which comes with a "Fitzway Value" vehicle, the vehicle was sold with 112,419 miles on 03/25/2023. The first repair was within the warranty period, the vehicle was repaired,(radiator replaced) at no charge to the customer, the next issue with the cooling system was at 119,794 miles on 10/31/2023 (7k miles and 7 months from the sale date), the dealership did not find any issues as there were no leaks present, we could only conclude there may have been a air pocket in the cooling system which may have created the low coolant concern, there was no charge to the customer. The next cooling system issue was on 05/02/2024 at 129,687 miles, (17k miles and 13 months from the sale date), the dealership took it upon ourselves to send the vehicle to Land Rover for diagnostics and repairs. The Land Rover dealership determined the rear cross over pipe was leaking and no further issues were found from the certified Land Rover technician, again the customer was not charged for the repairs. One month later the vehicle had a auxiliary radiator leaking, this repair was performed by a certified independent repair facility on 06/03/2024 and 129,687 miles, (17.5k miles and 13 months from the sale date), again the customer was not charged for the repairs. The vehicle returned one month later with a cooling system issue, the vehicle was again sent to a Land Rover dealership for diagnostics and repairs. The Land Rover dealership eventually found that the vehicle has a cylinder head gasket failure, they noted that none of the previous repairs have an issue now and it was highly likely the previous repairs being fixed caused the weakest point to now fail, the head gasket. Fitzgerald sent the vehicle to the Land Rover dealership and the independent repair facility due to the type of tools required to work on a Land Rover, knowing they have a better understanding of the vehicle and to ensure the repairs were completed correctly by certified technicians.

  The dealership has provided alternate transportation at each and every visit at no charge to the customer, the dealership warranty on the customers vehicle ended at 116k miles and on July 2023. Fitzgerald makes every attempt to stand behind every vehicle we sell and provide customers a vehicle they can rely on. To date Fitzgerald Auto Mall has covered over $5300.00 in repairs and $2800.00 in rental/loaner car usage for the customer. 

  The general Manager has also spoke with the customer in person, he has offered several options for the customer to consider, the customer was offered a substantial amount towards their vehicle as a trade in or providing additional assistance towards the head gasket replacement the vehicle currently needs. 

  The dealership feels and understands the customers frustration, however the dealership has never left the customer in a unfair position during this entire process. The dealership extended the repairs after the 90 day 4,000 mile warranty expired, provided alternate transportation, sent the vehicle to Land Rover so a certified technician could evaluate the concerns, all at no cost to the customer. The dealership could not know the unforeseen issues were going to happen as the vehicle did not have any issue at the time of sale, nor does the dealership "push cars over the curb illegally". 

  The dealership at this time is waiting on what the customer would like to do and we hope we can continue with the customer to resolve this situation.

  ****** ******* / Director of Service and *** ***** / General Manager / Fitzgerald Auto Mall Frederick

• Initial Complaint

  Date:07/25/2024

  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 took my car in for an oil change the oil was not changed i took it back to the dealership and they said it was i told them it was still black and dirty. i took it to a mechanic and he said the oil wasn't changed and was even short a quart of oil. i also was charged 1100$ for fuses they said they replaced an electrical harness that was supposed to have burned but i asked the mechanic did he see any evidence of any electrical harness any where that was changed he said he did not i want to get all my money refunded back because i was overcharged and never got the services i paid for that was never rendered. i asked for the invoices for the services done they said they couldn't find them i had the electrical work done in feb 2024 and oil change on 7 12 2024. i would like the BBB to investigate their work practices because they are definitley are doing unfair business practices. I'm very upset about being lied to in my face when all i asked for is my car to be serviced with some honesty which they don't seem to be.i'm just fed up with being overcharged for something that's never been fixed.

  Business Response

  Date: 07/25/2024

  Good evening, we have reviewed the complaint and we will be glad to discuss the customers concerns with him/her. The vehicle is a diesel and when the oil is changed it will usually be a gold color, however on a diesel after its changed and the engine is started the oil will be dark if not black. We viewed our surveillance camera and verified the technician did change the engine oil and filter.  We will be happy to recheck the level with the customer and make sure the level is correct. The service visit in February 2024 was only for an oil change and tire rotation, there wasn't any electrical work performed. We did look at the entire history and found that we replaced a wiper motor assembly and a relay, this was in Sept. 2023, also on the same visit in Sept 2023 we removed the radio unit and replaced the 20 amp fuse in the rear of the radio unit. We did not have to repair or replace any harness, we did inspect the wiring associated with both the radio and the wiper motor to make sure they were ok.  There was a 10% discount applied on those repairs. We will reach out to the customer and we will provide him with the invoice copies he is requesting. The customer can reach me directly at ###-###-#### if needed. 

  ****** *******

  Service Director / Fitzgerald Auto Mall

  Customer Answer

  Date: 07/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******** ***** **** said it cost 1100 $for the harness replacement he's telling a LIE I SPOKE WITH HIM  DIRECTLY  AND HE ALSO GOT SMART AND DISRESPECTED MY GIRLFRIEND AFTER SHE QUESTIONED ABOUT THE COST OF THE 1100$...HOW CAN REPLACING FUSES COST 1100$ ? THE OUTSIDE MECHANIC SAID THE OIL WASN'T CHANGED AND HOW COULD IT BE A QUART SHORT IF THEY CHANGED THE OIL..THEY NEVER REACHED OUT TO ME AND SAID THEY LOOKED AT THE  CAMERA THEY ARE A BUNCH OF LYING DISHONEST PEOPLE WHO WORK THERE..IT'S OK I WILL NEVER USE THERE SERVICE AGAIN... 

  Business Response

  Date: 08/02/2024

  Good evening, 

  The invoice in question from Sept 8th 2023 was for several repairs totaling $1100.00. The main expense was for the wiper motor replacement which totaled $1124.63 before taxes, the fuse for the radio that was replaced was $89.00 before taxes. We did apply a discount on the repair order for $142.46. There was never a harness replacement, we did verify wiring for the radio concern and the wiper concern and made sure the harnesses were ok, also verified connectors were also ok. At this time the dealership stands behind the repairs and we will forward the invoice to Mr. ******** so he will have a copy for his records. 

  Thank you,

  ****** *******

  Service Director / Fitzgerald Auto Mall Frederick

  Business Response

  Date: 08/02/2024

  Good evening,

  Would like to provide the invoice for Mr. ******** from Sept 2023

  Thank you,

  ****** *******

  Service Director / Fitzgerald Auto Mall frederick

• Initial Complaint

  Date:06/11/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 was assisted by Jackson and Peter. I went in on Friday and was made an offer for my car. I talked to Peter on Saturday and told him I would come in on Monday. On Monday morning, Jackson confirmed the previous offer. When I finally said that I was driving over to take the offer, they texted me back saying the offer was now $500 less because the market had changed since Friday. This was after he had confirmed the previous offer on Monday morning.

• Initial Complaint

  Date:05/09/2024

  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 am writing to file a formal complaint against Fitzgerald Auto Mall Frederick regarding the purchase of a 2017 Jeep Grand Cherokee from their dealership, around November 2023. Despite understanding the risks of purchasing a used car, I encountered significant mechanical problems shortly after the purchase. Initially, the dealership offered to address the identified issue at no cost, citing the recent purchase. However, subsequent repairs failed to resolve the issue, leading to further complications and an unexpected $600 charge for additional repairs to address engine overheating problems. Despite these efforts, the vehicle's issues persisted, and upon seeking a second opinion from an independent workshop, a problem with cylinder misfiring and engine overheating were diagnosed, indicating unresolved issues from the dealership's previous repairs. Furthermore, the customer service I received at the dealership's service center today and anything I come there are disappointing, with the representative being rude and dismissive of my complaints. Discovering persisting major problems with the car after seeking a second opinion has caused undue financial and personal burden. I firmly believe that Fitzgerald Auto Mall Frederick sold me a defective car, constituting deceptive practices. Therefore, I request the dealership contacts me promptly to discuss appropriate actions to rectify this issue.

  Business Response

  Date: 05/13/2024

  Good afternoon,

  We have been in contact with Mr. ********* and we are addressing his concerns. Both the used car sales manager and the domestic service manager have both been responsive with the customer, we advised the customer to return the vehicle to our dealership as we were not going to use information from an outside source to repair his vehicle. The used car manager also advised the customer that the dealership will do what is necessary to resolve the issue even if it means we trade him out of this vehicle and find him a similar vehicle. As the customer stated he purchased a vehicle with 165k miles on it and we do stand behind all inspection items when we sell a high mileage vehicle. The customer was offered to purchase a warranty at the time of purchase but declined at that time, the customer has purchased a 3rd party warranty after buying the car however that company will not cover his repairs as they stated it was a pre-existing issue. The dealership has no way to determine that a pre-existing condition existed at the time of purchase, we completed a Maryland state inspection and repaired any safety or mechanical issue prior to sale. At this time the vehicle is at our location and we will update the customer of the findings this week. The dealership also feels at no time was anyone dismissive or rude, the dealership was only trying to explain that we needed to diagnose the vehicle and not a friend, another dealership, or "my mechanic". We must diagnose the vehicle with our factory trained technicians before we determine a issue with the vehicle. 

  Customer Answer

  Date: 05/15/2024

  Dear BBB,

  I recently visited Fitzgerald dealership, where the service manager, Chris, personally informed me that they had thoroughly reviewed my vehicle and found no issues. He provided me with his personal guarantee, and I am satisfied with the information and assurance he gave me.

  Therefore, I wish to request the closure of my complaint.

  Thank you for your assistance in addressing and forwarding my complaint to the dealership.

  Sincerely,

  *******

• Initial Complaint

  Date:11/14/2023

  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.

  Purchased vehicle on 8/1/23 and was issued temporary tags. After several weeks, permanent tags and title still were not received. Contacted seller to get update on the status of the tags and title. After I left several messages and didn't get a response, I reached out to the manager and filed a complaint. It was revealed that the tag & title clerk entered the wrong VIN when the paperwork was submitted to the MVA and the error was going to be corrected. I was advised that my permanent tags and title would be delivered within the next few weeks. After several more weeks, I still didn't receive tags or title. A second set of temporary tags were issued by the dealer as my current tags were expiring. Three months after the date of purchase, I still haven't received tags or title. I went to MVA to see if I could resolve this issue on my own. I was informed that Fitzgerald never submitted anything under my name for the vehicle and in fact, the vehicle was previously titled to a different owner - I was misguided when I purchased the vehicle; I was told it was new, not used. Second set of temporary tags expire next week and the dealer is non-responsive to my messages. Went to the dealer and requested an update - they were unable to provide any information. I inquired about the vehicle being previously owned vs. new, manager said it was accidentally titled to someone else. I requested a refund and manager stated that he could not refund amount paid for vehicle and still has no confirmation from MVA about tags and title.

  Business Response

  Date: 11/28/2023

  We were able to finally secure the correct tags for Mr. ********, we have contacted him over the last  few days/weeks as we dealt with the MVA about this. We apologized as this was all due to a customer who was going to purchase the same vehicle but backed out at the last minute, the paper work was submitted to the MVA, which processed the vehicle. The vehicle was then subsequently sold to Mr. ******** and when we processed Mr. ******** paper work to the MVA the error was found. Unfortunately this took a massive amount of paper work and phone calls back and forth with the MVA, finally we were able to resolve the issue this week. We have notified Mr. ******** and the correct tags and title work for his brand new car will arrive in his possession tomorrow morning. We feel this has finally been resolved, and Mr. ******** can now the new vehicle he purchased.

• Initial Complaint

  Date:06/22/2023

  Type:Billing 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 been working with a financial advisor to increase my credit for the purpose of creating a better credit value for the business that I own. We have been steadily increasing that amount on the personal and business side of things for me. I have recently had car issues and the person I work with on my finances gave me clear instructions on how to move forward. I applied to the credit union that I work with and they approved my loan for a vehicle as he suggested I do. He stated " After that go to the dealership and tell them you have already been approved. DO NOT LET THEM DO A CREDIT CHECK!" I then went to this dealership and informed them of my approved loan. from a bank that they admitted they deal with. I was handed a form to fill out and it looked like a credit check and I told ***** not to run a credit check because I have already been approved. I told her it was imperative that this not happen. She stated that they just have to prove I am who I am and it will not effect anything. So she did that. They then had me put $500. down to hold the car. When my credit reporting agencies reached out to me to inform me of a hard inquiry that set me back and off of a planned course I asked for my money ( $500. )be put back and informed them that I will be taking my business elsewhere. I was told that this will happen at whatever dealership I go to. There was no apology or remorse for doing what I asked her not to do. I just want my money and this hard inquiry to come off of my report immediately.

  Business Response

  Date: 06/29/2023

  Good afternoon, the issue with the customer has been resolved. The dealership informed the customer of each and every step along the way, he chose to sign the form after the sales executive informed him of the procedures the dealership takes in order to hold or sell a vehicle. 

  The dealership has already refunded the customer his money he requested ($500.00), and no further action is required from the dealership at this time. 

  Thank you

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20216191
  
  I am rejecting this response because: I did receive my $500.00 refund but the issue with a hard inquiry when it did not warrant one was addressed in the form of an apology from an associate of the company telephonically, and also verified that a hard inquiry was not needed.

  I see that in this communication I am liable for the hard inquiry when I specifically asked not to do that. Now I am not sure if you need a signature to do anything other than that to see who I am, which is what I thought I was allowing. Anything but what happened.

  What's done is done. But this not ideal customer service.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/07/2023

  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.

  On 12/28/2022 I arrived at Fitzgerald Auto Malls in Frederick Maryland for a scheduled maintenance issue with my 2022 Chevrolet Suburban. When operating my vehicle I observed a loud squeaky noise coming from underneath the vehicle. It appeared to have been coming from the rear of the vehicle. I had a very difficult time trying to get help at the service desk area. I also requested to have the battery in my remote control replaced. After sitting and waiting forever I was told that my vehicle was completed and ready to go. I walked over to the mechanic to ascertain where the squeaky noise was coming from. The service desk member informed me that no request was submitted for the squeaky noises. Further investigation revealed that a request was in the initial service work order. Throughout my ordeal, at Fitzgerald Auto, I found the employees to conduct themself in a very unprofessional manner with very little customer service experience. I was informed by management that he was sorry my feelings were hurt, WOW! He had no concerns about the service that I received at all. This is definitely not how you run a business. A lot of mistakes were made that day with very little regard for the customer. This is not the first unpleasant experience that I have had at this dealership. REMEMBER; customers come first and without customers, there is no business!

  Business Response

  Date: 03/20/2024

  To whom it may concern,

  I/we don't have full memory of the entire visit from 2022/2023, I do remember there was mis-communication from the time of write up when the customer arrived (12/28/2022), he was scheduled to wait for a remote battery. After the battery replacement it was discovered that he also wanted a noise to be checked from the rear of the vehicle. We discovered the error we apologized and advised the customer it would take a little longer to repair the noise, we rescheduled him for a day the following week (01/05/2023). The vehicle was diagnosed and the estimate was provided, for his having to return we discounted the suspension noise approx. $160.00 off the repair. the customer requested we show him the repair, at that time the vehicle was outside and we asked the technician assist in showing the repair. I believe we also went on a small road test with the customer to verify the repair.

  During the visit the customer was frustrated about the whole process, I/we apologized to him again, he didn't feel that was enough even with the discount. We continued some conversation about the repair and what happened during his first appointment, where the mis-communication started.

  The dealership feels that we offered a fair discount and made sure the vehicle was repaired, apologized for his inconvenience several times. We did not in any way state we were sorry for "his feelings", we may have stated we "feel sorry for how you feel" about the entire service visits as he didn't seem happy about anything we had offered. 

  Though the customer was inconvenienced we feel we did everything to correct the situation.

• Initial Complaint

  Date:07/07/2022

  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 went in for preventative maintenance to get an oil change on May 19th,2022 at the Fitzgerald Auto Mall Frederick and went home thinking everything was fine. Two days later while driving I began to smell fumes and the car began to smoke after your certified technician did not correctly apply the coolant cap properly. A week later I was back in the shop in the shop on May 27th ,2022 due to the turbo going tout and was ensure by your service department that the incident with the coolant cap had nothing to do with this maintenance issue. I asked the certified technician and service advisor if spending the amount of $2953.21 was the best option to get the vehicle fixed or trade it in. My 2015 Chevrolet cruze was at 87,328 miles and has had all previous maintenance up to date but at this time the factory warranty had ended. I replaced the work that needed to be done or at the time I thought was fixed. 21 days later I am on the side of the highway stuck because the car overheated and now I'm at a loss for words. The location is closed so now I have to wait for a tow and then address the issue when the store opens in the morning. While contacting Fitzgerald service department again about my vehicle I am now told that the water outlet and coolant fan needed to be replaced and that I was advised that this recommendation was advised on my previous visit. I had talked to the general manager of the service department and advised how am I supposed to understand what is needed for my vehicle if the advisor is not informing me of what work my vehicle needs. I was never given an apology and now I out of an additional $1721.61 out of pocket on June 18th,2022 to make sure my vehicle is fixed and that I had reliable transportation to and from work. Tuesday June 28th I am on my way to work and the check engine light is on yet again, the dealership is closed now I have to waiting to get off of my overnight shift and deal with the vehicle in the morning. The vehicle arrives at your loca

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 10, 2022/08/15) */ ********@fitzgeraldautomall.com Tue, Aug 9, 7:07 PM (6 days ago) to me To whom it may concern, I have left messages for ****** ******, at this time we have been unable to connect with the customer. We will if possible update the case if needed after her return call. The vehicle was diagnosed internally on 06/29/2022, there was no charge to the customer and they were provided a loaner car during the event also at no charge. We understand the frustration with the vehicle and the expense of repairs, the repairs that were performed were authorized by the customer and some repairs that were recommended were not performed per the customer. We will continue to work with the customer on the recommended repairs if they choose to proceed with them. Regards, Morven ******* **************** Fitzgerald Auto Mall Frederick 114 Baughmans Lane Frederick MD XXXXX Email ********@fitzmall.com Direct XXX-XXX-XXXX Main XXX-XXX-XXXX