ComplaintsforMaguire Automotive

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Analog speedometer is malfunctioning after 2nd week of owning. Brought to Dealer to repair as well as auto starter. Was told they found no issues. Following month speedometer stuck again and auto start still not working. Explained I cannot take off work to resolve an issue they should have corrected. Showed them pictures of the problem and they continue to ignore resolving the issue that is convenient for my work schedule and/or won’t authorize repair at a Dealership that is not 2.85 hours round trip away. Contacted ****** Headquarters as well and still no resolution.

  Business response

  05/30/2024

  Regarding ****** ****** and his 2020 ****** ******, Mr ****** was in the ****** service department on Saturday 04/06/2024 at 9:27am and was written up for concerns of his digital and analog speedometer do not match. Mr. ****** stated that when his analog speedometer shows 60mph and the analog will show over 100mph and not move. The vehicle was brought into the shop and handed to the Master Technician who performed a diagnostic scan for codes and didnt find anything active or stored. Technician found no problem at that time the vehicle was in as it is intermittent. Mr. ****** took the vehicle and has tried to reach out multiple times for a solution to this intermittent issue that he is having. When ******  got the information on this issue he reached out to Mr. ****** and found out alot more information that was missing from the first visit. Mr. ****** stated that when the problems were arising he sent pictures to a salesperson at which point Justin explained that we in service did not receive those pictures and had nothing to go by when first trying to diagnose the vehicle. Mr. ****** was very understanding and after speaking with him we found that his biggest concern was that he lives an hour and a half away from the dealership and can not drop the vehicle off and works Mon - Fri so all service has to be completed on a Saturday. We advised Mr. ****** that although he can only do Saturdays  and ******* would make time to come in and work closely with my Master Technician to address this issue and figure it out with him and once diagnosed we would reschedule for another Saturday to have the repairs completed per his schedule. Mr. ****** was very understanding of what we are trying to do and agreed with moving forward and schedule with ****** personally on a Saturday to get this handled. 

  Customer response

  05/30/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Just waiting on call back to schedule   Regards,  ****** * ******

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2020 ******* **** from Maguire ****** along with an extended warranty/service contract through *********. My check engine light came on, the service contract company requires me to go to the selling dealer as long as they aren't more than 40 miles away, in order to use the warranty. Maguire ****** instructed me to go to any ******* dealership and once diagnosed to call them and they would submit the claim to ********* on my behalf. I went to my usual dealership who determined that I would need a new engine. When they contacted Maguire ****** to submit a claim for me they changed their mind and said that if I needed work done that I had to go to their ******* dealership in Ithaca which is 70 miles from my home or 60 miles from their location. Before repairing my vehicle, however, they said I had to perform an oil consumption test with Maguire ******. After almost 5 months and multiple visits they still have not replaced my engine as recommended. I have a more detailed document that I will attach. 

  Business response

  04/18/2024

  Maguire ******* has diagnosed this car properly and feel that it has been repaired as per the manufacturer's guidelines. The car was originally misdiagnosed as needing an engine by another dealership. After inspecting this car at our facility we , and ******* manufacturer , do not believe that this car needs an engine. They had consulted ******* who walked our service department through the proper steps of their repair manual to repair the car. The car has been driven since the repair and we have not been notified by customer of any current issues. We have to abide by the manufacturer's policies and procedures when doing warranty repair work. Our Service Manager was very familiar with this car and informed me of the timeline and what we did to repair this car. Again the car was misdiagnosed as needing an engine but that was not the case and the car was repaired properly. In regards to the extended warranty there is a clear rule that the car must be brought back to a Maguire repair facility for repairs. As far as our records show the car is repaired and the customer is driving the car. The repairs were done at a certified ******* repairs facility per the manufacturer's repair guidelines. 

  Customer response

  04/23/2024

  Most of this information was already given in the detailed account that I had attached to my original complaint but I will address each point made in the response to clarify. 
  As to the claim that the vehicle was misdiagnosed: 
  The original diagnosis from the other ******* dealership was made based off of a more complete picture of the problem. They looked at the check engine codes they pulled during their diagnosis and my vehicles history including previous repairs when determining that I would need a new engine. The person who worked on my vehicle at  Maguire ******* told me they weren't given any information from Maguire ****** about check engine codes nor were they aware of any previous repairs to my car as this was my first visit. He said they were only told my car was having miscellaneous oil consumption issues. As I was never contacted prior to my car being repaired I was unable to explain the situation either.  
  As to the claim that they have not been notified of any issues since the last service: 
  I brought my vehicle to Maguire ****** on 3/25/24 because it appeared to be low on oil. The manager checked the dipstick and confirmed that it appeared to be low on oil. Instead of draining the oil to get a more exact measurement of how low it was he just added a half of a quart of oil and told me I was all set. He did not mention any plan to continue to monitor the oil level. Three days later I checked it again and it was almost as low as it was on the 22nd when I checked it.  
  As to the claim that the extended warranty has a clear rule that the car must be brought to a Maguire repair facility: 
  When my check engine light first came on I called Maguire ****** and was told to take it to a ******* dealership and have them contact Maguire ****** and they would submit the claim to ********* on my behalf. Maguire ****** changed their minds after I the other dealership performed the diagnosis but I found it hard to believe that the person I originally spoke with at Maguire ****** would have told me what they did if it weren't possible. Just to make sure, I contacted ********* on 4/19/24 and after checking the details of my contract the employee explained that I had to return to the selling dealer which is Maguire ****** of Syracuse and if they were unable to perform the repairs it was at there discretion where I could take the car. Therefore, if Maguire ****** wanted to allow me to go to the ******* dealership that I originally went to they could. I was told there is a sub-let form that they can fill out releasing my car to the other dealership.  
  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sold me a 2009 ***** ***** ******* it was repaired with Used parts a check engine light on they charged me for one part that was around $300. that part was replaced used its caused a leak of antifreeze and I have had nothing but issues with this vehicle since I purchased it or leased it. Was told by salesman " Thee is no lemon Law " do auto pay from my bank money was taken out twice was reimbursed but told I told them to take out the extra. I am on a fixed income am tired of taking it to the shop with new issues. the Van has to take me to appointment with my physician i have serious health issues. I am very dissatisfied with them I am paying almost 400,per month plus whatever goes wrong I feel that they screwed me over because I was a woman also am disabled and on a fixed income. I have been told to bring there with any issues they will repair it only had limited warranty I have replaced parts that its needed but has check engine light on since I bought it am tired of soaking money I don't have into a lemon. Can you please help me I can not afford to fix to have it break down after the gas is not getting good mileage and never got to test drive this vehicle thought Maguire Credit was a great place but its chaned my way of thinking I am outraged and upset about this.

  Business response

  03/12/2024

  
  It is in my professional opinion that a recent Payment Transaction is the cause of disruption and concern for *****. We as an organization and a team handled her concern promptly and diligently as ***** had requested. It is in my opinion that we have done everything mechanically as well as customer service wise to accommodate ***** to the best of our ability. I believe her most recent payment is the route of the concern here which I will go into detail with.
  
  *****'s payment is due on the 18th of each month, she is a wonderful payer and we never have concerns with her. There was an unfortunate incident this past month where ***** called in herself on February 29th and asked us to take a payment. *****'s payments are scheduled with autopay to be taken on the 4th of each month. When ***** asked us to take this payment our system asked us to “push back” her auto pay which we did, that would cause her payment not to be taken again until the following month.
  
  ***** called in again on the 4th of March and asked our representative to again take another payment. We do have the phone records to confirm the call. During the call ***** asked our collections advisor to print off her receipts and mail them to her. Later that day on the 4th ***** showed up in person and the receipts were presented to her.
  
  On March 6th 8:49 a.m. ***** called in once again and accused us of taking two payments. We investigated the system and confirmed with her that in fact yes two payments were taken upon *****'s request. She asked that one be reversed, with general manager approval the request was submitted within an hour. ***** was informed the same day that the approval was handled and that we would ***** a check to her, we presented her with a tracking number and estimated time of arrival.
  
  The next morning on March 7th ***** left a voicemail discussing the same situation again as if we had not had this conversation the previous day. Our collections agent explained that the check was in the mail and reminded her of the tracking number that we gave her. On March 8th ***** left us another voicemail letting us know that she received the check via *****. There were several phone calls in between these events and communications that add little to the timeline, however there was an abundance of communication and explanations to ensure ***** understood what was happening.
  
  After interviewing my collections agent, office manager as well as my service manager it has come up in conversation there is a possibility of a level of forgetfulness. My service manager brought to my attention that on several occasions ***** has lost her keys and that he personally drove from Ithaca to Cortland with a spare set to help her back into her vehicle. Most recently she lost her keys, my service manager let her know that we had another spare set here that she was welcome to use them. ***** called back later and let him know that the key would not start the vehicle but it did allow her to get in. ***** stated she was considering towing it to ******** ******** to have that remedied, our service manager asked her to follow up with him as to how she made out, there was no reply.
  
  In relations to the mechanical side of *****'s Statement of the Problem. ***** purchased her vehicle a 2009 ***** ***** ******* on 5/18/2023 on the 23rd of the month she brought the vehicle back in to diagnosis a CEL light and check the A/C. It was found that the filler neck had a pinhole and the A/C needed to be recharged. The service was done at no cost to the customer. On June 19th 2023 customer came in and stated the check engine light was illuminated again, our records show that there was no charge to look at the vehicle during this service. The most recent time that the vehicle was in our shop was July 31st 2023 for a CEL light, it was found that the vehicle had a small evap leak due to a faulty fuel vapor canister. In the notes it states that this has been an ongoing situation with the vehicle and that the bill was going to be paid by the dealership and no charge to the customer.
  To this point I have no documentation stating that the customer has paid for any services that has been performed to this point since ***** has purchased it.
  
  I will personally be following up with ***** this afternoon to ensure that my team as well as myself have followed through with any promises and requests ***** has made recently.
  
  
  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold a truck that had a faulty transmission and was lied to about the condition of the truck and they hid the check engine light. I bought the truck and two weeks later the check engine light came on, I brought it to ******** and they read the code that it was a faulty transmission control module. I brought it to the dealership and they "fixed" the issue with a transmission fluid change and a new transmission wiring harness. I had to bring the truck back the same day because the issue of hard shifting was still there, if not worse. They told me I needed a new transmission and that they were going to do that for me for no charge. They told me the new transmission was a rebuilt transmission from ** and that "the only original part of the transmission is the transmission case." I called the next morning after receiving the truck and was told that the "new" transmission was not a rebuilt transmission from ** but a used transmission with 38k miles on it bought from ******* **** because "it was half the cost." I was lied to from the beginning of buying the truck and also through the whole repair process. I have documented all the dates and times of every incident and I will upload the documents.

  Business response

  03/08/2024

  Mr. ***** spoke with Austin F**** from Maguire on 3/6/2024 to resolve concerns he had with his vehicle and the repair work done at Maguire Chevrolet.  To reach a resolution regarding the warranty timeframe of the replaced transmission, on 3/7/2024 Mr. F**** offered at $0 charge to Mr. ***** a complete powertrain extended service agreement valued at $1924.00 which would also cover the replaced transmission for an additional 3 years or 36,000 miles from the existing mileage of his vehicle. (see attached).  Mr. ***** agreed to this goodwill gesture and decided to keep his vehicle rather than returning it (which was offered).  Mr. F**** also set up a service appointment for Mr. ***** at an alternative Maguire Chevrolet location to give a complimentary inspection of the vehicle and the newly replaced transmission as well as offered Mr. ***** a loaner vehicle to drive while the inspection occurs.  The appointment date is for Wednesday March 13th at 1pm.  Thank you

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/3/24 Had car repaired, told Bill was 700 plus tax. Go to pick up my car and pay with my credit card and am told there is a 3% fee. Tried to tell them that is illegal to charge a fee for using my card but they refused, so I was charged $25 to use my credit card.

  Business response

  01/04/2024

  Although charging a credit card processing fee is perfectly legal and charged at most retail operations we do not want this customer upset. We appreciate their business and wish to carry on a positive relationship with them. Again although we did nothing wrong we will happily refund the 3% fee that she was charged. I have asked the General Manager to reach out and let her know that we will refund this 3% and we hope to see her back for future repairs.  Thank you Frank V*********Operations Director Maguire Automotive Group 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/29/2023 I brought my 2015 Blue ***** **** to get an oil change and tire rotation they charge me $86.94 they told me to bring my vehicle back in a 1000 miles because they only put 2qts of oil in. On the way way home my truck started blowing out black smoke I called them from the thruway and told the they said it the oil running through the components. Later on when I got up for work the check engine light came on I took it to **** **** for them to see why the check engine light they didn't know but gave me the print out. My daughter had an appt in which it required me to get on the thruway as I'm doing the speed limit all of a sudden my truck drops down to 28 mph. So I called Mr. Steve P*** Mgr of service the next day he said I had to wait two weeks to get it in cause he was swamp in work and if it's not blinking then the car is drivable so I only went to work which it's 10 minutes away from my house. So on 12/12/2023 I take it in and don't hear from them for a day and a half so I have a msg on my phone from Theresa say my engine is no good(I kept the msg). So I went the next day and the GM asked me where did the oil go?... I said idk you tell me I asked him for a copy of the 20 page file he only gave me 3 pages of that file. No they're not trying to help me they said either pay the $11,000- $12,000 to have it fixed or get a new vehicle. I brought this vehicle 6 years ago at $26,000 and only had $8000 left to pay I can't restart over. I'm a single m***rity mother of 3 kids who is on a fixed income. I have all documents and I really need someone to get back to me asap.

  Business response

  12/19/2023

  Mrs. ******** came into the dealership on 11/29/23 with 71,109 miles on vehicle. The change engine oil message was on along with low oil pressure message being on.  Found ½ qt of oil in engine causing low oil pressure. Recommended to start by performing an oil change (completed on ro#****** with 5 qts of oil). Advise customer to return in 1000 miles so we can check to see how much oil the engine is actually burning. (put comment on customer receipt). Mrs. ******** returned to the dealership on 12/12/2023 with 71,300 miles stating check engine light is on and vehicle is running rough also there is a burning smell coming from vehicle. Had the shop foreman look at her vehicle, the check engine light was on along with low oil pressure again and we heard lots of noise from the engine. We put a mechanical oil pressure gauge and found 10 psi until engine idled down and the had 0 psi (customer drove in that way). Drain oil to see how much comes out and found ½ qt of oil left in engine. Engine assembly is burning 4 ½ qts of oil in around 200 miles. Due to customer driving vehicle multiple times with low oil pressure and low oil level would need to replace engine assembly, turbo assembly (due to it being starved of oil) and cat converter due to engine burning so much oil. The sales dept is currently working with customer to try to trade the car in to put her in a better spot. The overall issues were cause by the customer's neglect driving with very little oil prior to bringing it to our shop. We would like to help in any way that we can. Please let me know if you have any questions or need more information. Thank You Steve P*** Service Manager Maguire Chevrolet of Grand Island  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5.7L or a 3.6L engine and a 160, 180 or 220 amp alternator. In the affected vehicles, the alternator may suddenly fail. This is recall on my vehicle it is common problem my car did exactly this but jerked so hard I felt a sharp pain in my back and I almost crashed I could have died and the dealer was being Insensitive and rude about it and all I want it was the recall fixed they are trying to find every loophole not to fix it and I really don’t like the way I’m being treated and it’s not fair. And the way they talk to me is very rude and I feel like they’re being racist how they’re dealing with me one guy Steve even said well if you would’ve died it would’ve been our fault which I felt was very unprofessional and rude.

  Business response

  10/18/2023

  Good afternoon,It appears that the customers vehicle does not have the specific recall for the vehicle they are questioning. It does appear that the symptoms the vehicle is having is similar to the recall and we have instructed the customer to reach out to the manufacture. The Maguire ******** facility has also reached out to the manufacture on behave of the customer and they stated the customers vehicle does not apply to this recall. The customer's vehicle is still at the dealership and the management team has informed the customer what the repairs would cost at this time. We are more than ready to perform the repairs as soon as we get the approval by the customer or the manufacture. As stated, the manufacture said no at this time, so now we are waiting on the customer.I apologize if the customer feels we did not communicate this correctly and they believe we were rude. It is not our intent to leave a customer with that perception and we strive to be customer supportive along the way. The customer can contact the General Manager (Nayel A*****) at any time for further assistance. ************** customer's vehicle has been at the dealership since Sept. 6th of 2023 with no storage fee charges and waiting for authorization to do the work.Thank you for your time.Bill H******Operations Manager

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/06/2023, I brought my 2015 ****** ******** to Maguire ****** of Ithaca (*** Elmira Rd, Ithaca, NY 14850) for a NY State Safety Inspection. I was told that in order to pass the inspection, the rear brakes should be replaced, and a leak in the rear CV Axel should be repaired. I had no issues with the brake replacements. However, I was surprised about the leak since I had not seen any drops of oil (or other substances) on my garage floor. I asked the sales representative whether I could see the leak. After waiting for about 20 minutes, I was granted the opportunity to take a look under my car. I took a picture of the leaking CV boot, which is attached to this complaint. I instantaneously saw several big red flags with this “leak.” 1. The crack was almost perfectly semicircular in shape. This type of shape cannot occur naturally. It must have been punctured with some tool. 2. There were drops of oil around the edges of the crack, but the CV boot was perfectly clean everywhere else. If I had been driving with this crack, the leaking oil would have spread beyond the edges of the crack, and the whole area around the crack would have been dirty. The crack was clearly created in the workshop. 3. When I slightly touched the crack, the oil started streaming from the CV boot. The CV boot was full of oil. If I had been driving with such a large crack at the bottom of the CV boot, all the oil would have leaked out in a matter of minutes. This is just another piece of evidence that the crack was created in the workshop. I think the mechanic accidentally punctured the CV boot while working on my car. I tried to raise my concerns with the sale representative. However, the conversation was pointless, and I paid the bill. I hope BBB will help me resolve this dispute.

  Business response

  07/10/2023

  Good afternoon, We have reviewed the complaint and picture attached, which shows that grease, not oil has been leaking at a slow rate over time. It also shows that water has penetrated the boot allow water to mix with the grease and begin breaking down into a liquid form. This is not good long term for the axle which the boot and grease was replaced before an axle expense occurred. The customer did spend money to protect the value of the vehicle and has been a good, valued customer. The Dealership will do a onetime goodwill reimbursement of the cost of the cv boot replacement. We are a company that will always stand by doing the right thing for the customer, so at this time a refund check will go out for $585.57. I spoke to Mr. ******** on 7/10/2023 at 1645 pm and stated that a refund would be sent to him and as a one goodwill because he has been a good customer and we value his business. Mr. ******** has agreed and will contact me directly if he has further problems.  Bill H****** Fixed Operations Officer   

• Initial Complaint

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Tried to buy a car from one of the dealerships in the auto group for $43995 was told the car was sold at auction and could not make a deal and the car ended up on another lot of the dealer group for $49xxx

  Business response

  05/23/2023

  This particular car was on one of our lots at our Import location. It was in fact sent to an auction to liquidate as we do not typically keep cars at one location for more than 90 days. The car was purchased by one of our sister stores in Canandaigua. The car is now available for sale at that location and it's new stock number. It did not have a firm commitment from the customer before it was sold to the sister store. The store is in a different physical location (was in Ithaca and now Canandaigua) and is for sale at the $49,846 price point based on current market conditions and location. The sales rep was being truthful that it was taken to auction but bought by a different Maguire store at fair market value for them to retail in a new market for the market based price it is being sold for. The car is not available at the pre auction pricing but we will certainly work with the customer to show him some reasonable savings if he would like to contact me at ###-###-####. The $49,846 is a fair market based price but again we would be willing to work with the customer to help them with the pricing within reason. I welcome a call if he would like discuss options.

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2017 ******* ******* was stolen and recovered. On March 9th 2023 the vehicle was dropped off at Maguire (formerly Fuccillo) Hyundai of Grand Island with the understanding that supply chain delays would likely mean lengthy delays in Maguire receiving the necessary replacement parts. I was informed that these parts were received on May 1st 2023 by the dealer and that they would quickly have the car fixed. For the past 3 weeks I have repeatedly called and returned to the dealership asking for updates and only being told that "we will call you when the car is ready". I have seen that my car has not moved from the parking lot spot where it was originally parked more than three months ago, and clearly no attempt to repair it has been made. There has been no substantive acts made on the part of the dealer to provide a target date for the car being repaired and I have been given a litany of excuses as to why it takes days to repair other vehicles and that my '17 ******* should be quick to fix. Clearly this is not the case.

  Business response

  05/22/2023

  The vehicle was towed in on Feb 10th.  The insurance adjuster arrived on Feb 15th and we received the insurance quote that day.  Parts were ordered on Feb 16th.  The final part arrived on May 4th.  The vehicle went to *** **** Collision for the sublet work (moulding repair and window replacement) between when the parts were ordered and when they arrived.  The vehicle came back on May 10th and we could have done a better job getting it back in to complete. We had a large workload at the store and were down a few techniciancs. We could have prioritized better to work around these issues and communicated more with the cusotmer.  It was pulled in this morning and should be completed within the next couple days.  Eric spoke to the customer this morning on the phone to update him.   

  Customer response

  05/23/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********* and find that because the vehicle was delivered, the case can be closed.

  Regards,

  **** *****

  
  
  
  

  
  

*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. ↩