Complaints

This profile includes complaints for Irwin Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Irwin Automotive Group

  59 Bisson Ave Laconia, NH 03246-2704

  
• 

  Irwin Automotive Group

  PO Box 1309 Laconia, NH 03247-1309

  

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:02/28/2025

  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.

  I brought my ************************ for service since I have a clicking popping noising coming from the right rear of the vehicle along with a powertrain malfunction notification.I dropped the vehicle off on Tuesday February 18 for the service and the service department performed a system update that addressed the powertrain malfunction issue. but the problem I am having is the clicking popping noise is still in the rear of the vehicle, I was told by the service team that they did not hear anything so I brought them for a ride to show them the noise and where it was coming from.after the ride there service manager opened the trunk and moved a few things around in an attempt to fix the noise. (that did not do anything) after having a conversation with the service department they told me that they where honestly not sure what to do about it and did not want to look further into the issue. they stated that they did not want to take anything apart to try to diagnose the issue because they could potentially have the same issue when they put it was together.I am just baffled that I showed them where it was coming from and the response was that they could not do anything about it. the best suggestion they had was to try to put some foam around where the noise was coming from. keep in mind this is a brand new vehicle with 4000 miles on that sounds like it is 20 years old. the noise has become more prominent and consistent and I have run out of idea on how to fix the issue I have never had so many issue with a brand new vehicle. this is the second time having noise coming from the rear of the car. the first time **** refused to look at it I had to bring it to private shop where they found a lose body control module bouncing around (I have video and photographic evidence along with the repair notes from a certified mechanic)I am writing this review since the **** customer experience specialist suggested I do so in order to get the situation resolved.

  Business Response

  Date: 02/28/2025

  From our Service Manager, ** *******: I test drove the vehicle with customer. The vehicle is an Explorer ST (sport model). All I could hear was some normal interior plastic pieces creaking but not any isolated noise. I did attempt to move some plastic covers around. I suggested for him to try to move some hooks and such around to help us isolate the noise. I think he was wanting us to tear the interior apart to find a noise that cannot be isolated and I feel would be inherit to the vehicle. I personally do not feel there an actual issue with the vehicle at this time. The first ****** was not us from what I understand but there is no warranty history except us from last visit. It is not that we refuse, it is that we having hard time seeing an actual out of normal at this time. 
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22999341
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  I have made the service department aware of the noise and they also heard the noise while we test drove the vehicle, it sounds like a snare drum over bumps in the rear wheel well. My major concern is that there are shock mounts located in the wheel well if the service department does not want to look further into the issue. that is a major safety concern I would stay far away from them.  The service department wants to wait until a larger issue arises before looking further into the noise.

   

  i have also test drove two other ******************************************************* either of them.

  the days of diagnosing an issue or concern are far gone if the vehicle doesnt have a check engine code or anything on the screen, they do not want to look into it.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/12/2025

  From service management: I test drove the vehicle with customer. The vehicle is an Explorer ST (sport model). All I could hear was some normal interior plastic pieces creaking but not any isolated noise. I did attempt to move some plastic covers around. I suggested for him to try to move some hooks and such around to help us isolate the noise. I think he was wanting us to tear the interior apart to find a noise that cannot be isolated and I feel would be inherit to the vehicle. I personally do not feel there an actual issue with the vehicle at this time. The first ****** was not us from what I understand but there is no warranty history except us from last visit. It is not that we refuse, it is that we having hard time seeing an actual out of normal at this time. 

• Initial Complaint

  Date:09/16/2024

  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.

  We had warranty alternator replaced. Told the car was all set. Tried to pick up and battery was dead. They jumped the car and sent us on our way. Car died 20 minutes from dealer..Service manager then claimed he told us the battery was bad and needs replacing. That did not happen. Never quoted or offered a battery replacement. Missed a day of work and had to be stranded with small kids on a main road. Don't let these businesses get away with this dishonest work.

  Business Response

  Date: 09/16/2024

  Dead alternator killed the battery which the customer was aware. Outside of warranty so no coverage. Was told by the customer they didn't wish to spend any money not covered by warranty. We spent 3 hours trying to get a charge. Customer brought in a jump pack. Still dead. Tried with 2 employees for 25 minutes to jump via another vehicle. Customer explicitly stated they wished to not spend money if something isn't covered. After the customer's vehicle died they were verbally abusive to our staff/manager. They are not welcome back in any of our stores. ***** Irwin

• Initial Complaint

  Date:06/22/2023

  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.

  2013 Hyundai sonata has a national recall on engine on June 7 2023 vehicle was towed from Sals auto service *** ****** ** ********* ** *** *** **** to Irwin Hyundai Nh ******** *** ******* ** *** *** **** on Jun 19th file complaint with Hyundai of America and received a case number *** *** **** Julie case worker Nicky case ******** phone *** ******* extension ***** spoke with both on June 22 2023 Irwin service and case office one said information shared the other said still waiting to hear back details concerning nation recall on engine left message for Matt B**** on June 22 Irwin Laconia Nh extension *** no car for rental available in Laconia also No information on rental information on national recall amount being affected if any ? Spoke with-car rental option Rochester NH they were asking hundred plus a day decided that was insane price, on June 22 called other dealerships in Manchester Nh they insisted they could not buy this vehicle without being driven there can fax on file filled out all details best to my ability ******** ***** *** *** **** *******@gmail,com ****************@gmail,com

  Business Response

  Date: 07/05/2023

  It looks like we couldn't get the claim cover, didn't have a loaner nad she wants us to buy the vehicle back? Is that right? Here is what the service advisor messaged me with. I also attached text messages. 

  Good morning *****,
  I did see that there seems to have been some sort of issue? I have attached a copy of our conversation over text, and I had many over the phone as well. This customer was not happy from the beginning due to not having a loaner and the processes taken to long. she came to get somethings out of her car where she continued to make a scene and slam her doors in her car and such, then came back and threw her keys down on the counter at me and stormed off. Please if there are any question please let me know and ill be happy to help the best I can.
  
  Thank you
  ******* ****
  

• Initial Complaint

  Date:05/31/2022

  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 my 2017 Ram in to I**** to trade in. After test driving a vehicle they responded "we need to test drive your trade" they never test drove before? I was unhappy with the trade offer and decided to walk away from the deal. They tried over and over to not put me back in my truck. NOW I know why. When I woke the next morning I noticed damage to right front bumper. The appraiser also kneeled or stood on front bumper causing 2 large scratch areas on bumper.

  Business Response

  Date: 05/31/2022

  The isn't accurate at all. Mr **** is upset we wouldn't give him more for his trade. We explained to him the market for his vehicle and he didn't like the valuation we put on it. Chris I****

  Customer Answer

  Date: 06/01/2022

   I know my dash cam doesn't lie...I will reiterate it again. Your employee parked to close to building and it rolled hitting building. They also climbed on front bumper. I am sure you're surveillance cameras caught it as well. No matter social media is a wonderful place.

  Business Response

  Date: 06/01/2022

  Again, Mr **** didn't like the valuation we did on his vehicle. Chris