ComplaintsforFitzgerald Toyota

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2020 Toyota ****** from Fitzgerald Auto Mall in September 2020. It is a great truck and I love it. I got the loyalty package which includes "Fitz Bucks". This is a program that allows the owner to spend $70.00 every six months on parts or services. When the package was offered to me, the salesman, the sales manager and business manager explained that I could use it for services or to get parts. I have been doing that since I bought the truck. I got oil, oil filters, air cleaners, wiper blades and state inspections.About two weeks ago, I went into the parts department to pick up some oil and an oil filter. The poor guy behind the parts counter had the unpleasant responsibility to inform me that "corporate" has changed the policy and now Fitz Bucks can only be used in house. In other words, I can use it for their service department and any parts directly related to repairs being performed in their service department. I asked to be contacted by a manager and the dealer manager called me without any satisfaction.I consider this a breach of contract and a very poor business decision on the part of the corporate greedy clowns. It shows me that this business does not care about its customers. I will not be going into any Fitzgerald dealership again in the future and would like to caution everyone of this poor business decision and to use caution if you decide to purchase a vehicle from Fitzgerald Auto malls. I wonder what other services they will arbitrarily decide to change in the future????My beef is with **** Fitzgerald and the corporate management clowns. This is nothing more than greed. Fitzgerald should have notified all customers of this change, considered grandfathering current owners and beginning this new policy with sales after the date this decision was made. I have no beef with the employees, as they are hard working folks, professional and pleasant to deal with.

  Customer response

  06/06/2023

  I received your letter regarding my complaint, thank you for your prompt action on this matter. 

  
  

  I would like to advise you that this matter has been resolved to the satisfaction of both parties. I had posted my issue on several ******** pages and the dealer called me today. I found it amazing how my posts got their attention and how much they wanted to resolve the matter.  They offered to refund the price of the service package since they could not grandfather me in the program's change. I am satisfied with the check that I picked up today.

  
  

  I did read that the case can not be dropped by me and advised the dealership of that. As far as I am concerned, I do consider the matter closed.

  
  

  Thank you and have a great week,

  
  

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

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Fitzgerald a few years ago. As part of the initial purchase price, there was an additional charge (approximately $900) for a service/part feature you could use as long as you owned the vehicle. It was a $35 quarterly voucher that you could use towards parts/services. When I went into the dealership this past Saturday (4/8/2023), I was told that they were no longer honoring that voucher for purchase of oil. We would for the past few years use it towards the purchase of oil and my husband would change our oil himself. After talking to the manager on 4/11/2023, I was told that they would not honor and he would give me back the purchase price less the # of vouchers I had cashed in. How can a business go back on something that they promised in contract. I see changing the rules going forward.

  Business response

  04/24/2023

  Earlier this year, the ownership of our Company transferred and at that time, we had the opportunity to review if we wanted to keep the Fitzgerald Buyer Protection Plan (aka BPP) program or not. Rather than cancel it, we chose to continue to offer it, but to realign the program to be consistent between all of our stores. The only thing the vouchers can not be redeemed for is over-the-counter parts. The vouchers are still valid for parts that we install (IE: the voucher could still be used towards her oil/filter if we perform the oil change) and service visits (including parts and labor), as well as the other benefits such as loaner cars, discounted towing,complimentary checks, and free check engine light diagnosis etc.  The only resolution I can offer is to cancel the BPP for this customer and offer a partial refund based on the actual purchase price (which was significantly less than the amount she stated). 

  Respectfully,

  *********************
  General Manager
  Fitzgerald Toyota Nissan
  ************
  

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my 2005 ****** in July for replacement of shocks and struts to Fitzgerald which they were unable to install since the ones I received were for a 4WD ******. At the dealer my engine began to misfire. I later took the vehicle to another business and they found a philips screwdriver bit in the misfiring cylinder which then destroyed the engine. Fitzgerald had no business tampering with the engine since it was working fine when I took it to them; the vehicle was only there for suspension work. I did not tell the mechanic at the second business that I had been to Fitzgerald in order to get an objective opinion. He said that the screwbit either went in to the engine through the carburetor or into the cylinder through the spark plug opening. I now have a vehicle that cannot be used because the engine has been damaged.

  Business response

  12/07/2022

  On 7/18/22 the customer brought his vehicle in to have front struts replaced using parts he purchased himself on *******.com. The technician pulled the truck in the shop, pulled the customer supplied struts out of the truck, put the truck in the air, unboxed the customer supplied struts and saw a significant size difference in the customer supplied struts and the struts on the vehicle and identified the customer supplied struts were incorrect for the vehicle. 
  At this point the technician lowered the vehicle and pulled it back outside and we provided an estimate for replacing the struts using the correct parts for the vehicle. The customer declined this recommendation and came to pick up his vehicle. 
  Upon pickup while the vehicle was still on our lot the vehicle started shaking and displaying signs of a misfire. We pulled the vehicle back in the shop and found cylinder 4 misfiring. We borescoped cylinder 4 and found the valve hanging open due to a foreign object. We recommended removing the head and communicated the vehicle may need a new cylinder head. The customer declined this recommendation and chose to tow the vehicle from our lot. 
  At no point on the first trip of his vehicle coming into the shop for the strut replacement did we open his hood or touch his engine. We did not even get to the point of removing his wheels or performing any tear down in regard to his front suspension as we identified the customer supplied parts were incorrect before we reached that point. 
  
  

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