Complaints

This profile includes complaints for McCurley Integrity Dealerships's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  McCurley Integrity Dealerships

  PO Box 2698 Pasco, WA 99302-2698

• 

  Mercedes-Benz of Tri-Cities

  6901 W Clearwater Ave Kennewick, WA 99336-1722

• 

  McCurley Integrity Honda

  1775 Fowler St Richland, WA 99352-4807

• 

  McCurley Chevrolet & Cadillac

  1325 N Autoplex Way Pasco, WA 99301-3853

• 

  McCurley Integrity Mazda

  1230 N Autoplex Way Pasco, WA 99301-3873

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:01/31/2025

  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.

  Transmission issue under warranty at 80k miles. Dealer did not do proper diagnosis until i kept pushing and took it in multiple times. Valve body got replaced at 90k miles finally. The valve body did not fix the transmission issue, dealer would not do further diagnosis accept driving it around and say there are no codes. They also damaged my truck and had to fix it. Due to terrible service at MCCUrleys, i took it to the other dealership "speck gmc" in pasco, wa. They did the same thing to me. Now you have a recall out for this issue. The dealer said they completed the recall, still didn't fix the issue. come to find out, they did not even complete the recall, the reprogram they did caused more issues with my transmission. Now they want to charge me to tear apart the transmission, and ** will not do anything about it. their fraudulent plan of avoidance until the mileage is over warranty is coming to fruition. My truck has been having issues since 80K miles and they will do nothing about it.

  Business Response

  Date: 02/05/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to respond to this complaint and clarify the details regarding the customer's concerns.
  The customers vehicle was brought to our repair facility a total of three times, with only one visit specifically for a transmission concern. During this visit, our technicians thoroughly inspected the transmission in an effort to diagnose the reported issue. As part of this process, we removed the transmission pan to check for any signs of abnormal wear or debris that could indicate a failure. The technician noted only light debris, which is considered normal at ****** miles and did not warrant a full transmission replacement.
  Based on the customer's persistent concerns and description of symptoms, we proceeded with replacing the valve body as a potential solution. At no point during the repair process was a specific failure replicated or recorded by our technicians. We made every effort to assist the customer by addressing the issue to the best of our ability, despite the inability to duplicate the reported concern.
  The customer has also expressed dissatisfaction with the software update performed under recall N212354170. It is important to clarify that this recall was an emissions-related update applied to both the engine and transmission control modules, specifically addressing diesel particulate filter regeneration temperature thresholds. There have been no documented reports indicating that this software update has caused transmission shifting concerns in this model of vehicle. The programming applied to this vehicle was identical to that used in all other vehicles with the same build code.
  Additionally, the customer was only charged for an oil change and fuel filter replacement during their service visit. All applicable field actions were completed at that time. However, we acknowledge that a new field action was released at the end of 2024, after the customers service appointment.
  We understand the customers frustration and regret that the repairs did not resolve their concerns to their satisfaction. However, we followed manufacturer guidelines and conducted a thorough evaluation of the transmission concern reported. If further diagnosis is now required, it would be at the customer's discretion and subject to standard repair charges if the vehicle is out of warranty coverage.
  We remain committed to providing quality service and welcome any additional discussion with the customer to explore possible solutions.
  Sincerely,
  McCurley Chevrolet

• Initial Complaint

  Date:11/14/2024

  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.

  In August 2024, lights came on in my dash board, such as the check engine light, at oil temp, abs, and the red coolant light. I brought my car in August 14th 2024 to be diagnostic at MCcurley Subaru, in ********. ***, my service tech, told me that the only issue was my valve body in my transmission. He told me it was still under warranty and they were going to fix it that day and gave me a loner car. *** had asked me out over text when he had my vehicle in the shop so when I returned to McCurley Subaru when my vehicle was finished I hurried to get my car and leave. The same day I got my vehicle back, the red coolant light was still on. I asked *** about the issue and he said to just let him know if it happens again, because it only flashed a few times then stopped. I also came to find out later that my car wasnt under warranty because it had to many miles. Sep. 20th, Thursday, I was taking my daughter to school and stated smelling burning and looked at my dash and my red coolant light was just staying on. When looked under the hood there was antifreeze all over my engine and there was white smoke billowing out of my car. I got on the phone with McCurley right away, I spoke with the lovely service manager, *****. I gave him the whole story and his bottom line was well what do want me to do about it. I said fix my car?? He hung up on me. So I called Subaru of America. They were obviously very kind and did as much as they could but they only partner with the. they told me to call the store back and get a diagnostic schedule to find the main issue. I did that, spoke to a very nice lady. She told me that they didnt have anything till 2 weeks out but understood my situation and was going to have a loner car setup for me. I head over there and they tell they are just going to look at it now. ****, tells me its my enigine and he can get a quote. I got upset because my car was just there. **** calls the cops on me. ***** also called when I went to get papers.

  Business Response

  Date: 11/18/2024

  November 14,2024
  Better Business Bureau
  **************************************************
  *****,ID *****
  
  RE: ID ******** ******* ******
  
  As ********* ********** she first contacted our dealership in August (2024) with dash lights on and driveability concerns due to a check engine light. Her vehicle had over ******* miles on it and we evaluated her concern confirming the dash lights. We pulled codes from the vehicle which supported the check-engine concern as the main source of the customer concerns. From these codes and the subsequent tests, we recommended a valve body replacement to resolve the check-engine notification and get the vehicle running. Given Ms. ******* situation and the fact that a vehicle with that many miles would likely need additional attention, our company provided this work in good-will and Ms. ****** was not charged the $1280 for the repair. Additionally, we provided her with transportation during our diagnosis and repair time at no cost to her. Ms. ****** was given her vehicle back drivable and absent of her stated concerns.
  

  5 weeks and 731 miles later, she contacted us with another concern regarding overheating and coolant leaking. Ms. ****** had called in and spoken to our staff and had been escalated to our Parts & Service Director via phone. At this point ********* was verbally abusive and used extreme profanity to express her dissatisfaction. This supervisor let the customer know that we would review the vehicle and work performed by us and identify whether the work we did was related. At this time, he stated he would need the conversation to be professional and asked Ms. ****** to refrain from targeted profanity and name calling.
  

  Ultimately,we were able to arrange for Ms. ****** to bring her vehicle into us for inspection and diagnosis. Ms. ******* vehicle was inspected and found to have other,unrelated issues causing her concerns. A Subaru Senior Master Technician inspected the vehicle and noticed oil in the coolant reservoir, which is not uncommon for similar age/mileage models Subarus like hers. Given his expertise, he believed the vehicle would need an engine short block, head gaskets, radiator, and radiator hose replacement. We, again, did not charge ********* for the technicians time and went to notify her immediately before any additional work or diagnosis was done.
  

  When we notified Ms. ****** of the results of the visual inspection, she became verbally abusive and aggressive to our staff. She was notified that her behavior would prohibit us doing business further and asked to leave, which she refused and proceeded to walk through the dealership yelling obscenities. The police were called to remove her from the property.     
  

  Finally, ********* came into our store this week requesting service records for her vehicle. While printing these records for her Ms. ****** name called, cursed,yelled at and defamed our staff before being asked again to leave. 
  

  Ms. ****** has been provided nearly $1500.00 in services free of charge and we have verified the work performed is unrelated to the issues occurring in her vehicle.Her interactions and behavior towards our staff have been hostile and indecent.For these reasons we are declining Ms. ******* request for further participation and considering this matter closed.
  

  Thank you,
  
  **** *****,General Manager
  McCurley Subaru

  
  

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22554556
  
  I am rejecting this response because:
  When I first brought my vehicle into McCurley Subaru my red coolant was also on. I informed every staff member of this. When I received my vehicle back on Aug. 14th the red coolant was still on. When I informed the technician, ***, who was asking me out on dates while he had my vehicle. Told me to just let him know if it happened again. It happened again while taking my daughter to school. This time it did not just flash it overheated my entire car. When I called McCurley to ask what is going on the response I got from ***** was what do you want me to do about it because of the fact I got the service done for free because of ***. They did not just give me the service out of the goodness of their hearts. If I knew it wasnt under warranty I would have went to a mechanic I trusted and wouldnt have had my car break down on me. 
  

  When **** came out to inform me, walking up into my space about my engine. I asked him calmly how is it my engine when I was just here. My friend ******* was with me and also another sales man and he can tell you didnt lose my cool till **** asked me to leave. When I did not have my vehicle or keys back from the service department. When I went to retrieve them, because I was asked to leave. **** followed and I kept repeating myself to please leave me alone Im trying to leave but still have no keys. When cops came I was in my car having a panic attack with two men staring at me. 
  

  When I came to receive my service papers, *****, told me that they did not do a full diagnostic when they had my car the second time, because of the way I acted.  I let him know he was a disgusting human being and told the gentleman not to trust him. I never wanted to do business with McCurley Subaru. For this reason. I was forced into having this down because it was under warranty when it wasnt. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/25/2024

  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 decided to schedule a service appointment for my 2016 ************ (VIN # *****************) as my engine was idling while stopped. It turns out that there is an issue with my pistons and the *********** dealership has given me the option of a complete tear-down of my engine and repair of my pistons with a quote of $8,200 or a new engine replacement with a quote of $9,600. My car is no longer under warranty; however, it has approximately ****** miles on it and I bought the car in May of 2021. ***** has declined to cover the cost for new pistons or a new engine for my vehicle due to the service recall for this issue ending on 2/28/2019 per their corporate website. However, I have found a document published by the National Highway ***************************** which is stamped with the ** logo and is a part of their "Customer Satisfaction Program" that explains my exact issue and that the correction for this issue is a complete piston replacement at the expense of ***** and that they are not allowed to sell any vehicles until the necessary reprogramming and piston replacement has been conducted (restoring the vehicle's safety and reliability). The bulletin is identified as N182195660. This document was sent to consumers on June 16, 2020 and it expired on June 30, 2022 (after I had purchased the vehicle and was not aware of the issue). Therefore, ***** did not follow the proper procedures once this vehicle was sold back to them and up until the time that they sold me the car in May of 2021. Currently (it is 1/23/2024), my car has been sitting in their lot since 1/2/2024 and there has not been any work done on my vehicle, only an analysis of the issue via diagnostic trouble codes. Due to that bulletin posted, I expect ***** to be liable for covering the cost of replacing my pistons or new engine, whatever is necessary, as they did not take the necessary and obligatory care to handle the issue when the vehicle was previously in their possession.

  Business Response

  Date: 01/25/2024

  **************** dropped her 2016 Malibu off for service on 01-02-2024. It was diagnosed that day and the vehicle is experiencing a misfire on cylinder 3. Fuel and spark are valid on that cylinder indicating there is an unknown internal engine failure. Our recommendation is to disassemble and inspect or replace the engine.  

  The customer made reference to a recall ********** which this vehicle was not involved in.  Therefore, it was never under a stop sale as described by *****************  

  Although the vehicle is out of factory warranty, we reached out to Chevrolet to see if there was any possibility of assistance and unfortunately that request was denied.  

  We called to offer assistance to **************** on the expense of the repair and were told that would not work and they hung up on us.  Unfortunately, there is nothing else for us to do at this point.  

   

• Initial Complaint

  Date:01/16/2024

  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.

  On 12/19/2023 at the Honda McCurley dealer/car services in ********, I had my Honda serviced as well as fixing the driver's sunvisor. The Sunvisor that kept falling, even though it had already been repaired by the same people at the Honda services. The sunvisor kept falling hitting my husband and I on our heads. Honda services "switched" the Sunvisor a couple of times, (according with them), They shouldn't have changed the Sunvisor more than once, but I had to go back several times and all they did was tighten the visor more and more, to the point that even the guys at the dealer couldn't move the Sunvisor, it was verry hard to move it to cover the different positions of the sun. However, the stiff position of the Sunvisor was halfway down, where was hitting our heads. On 12/19/2023 I was charge $214.36 to "fix the Sunvisor". What is worse now, January 16th, ****, is that the sunvisor is getting stiff and hard to maneuver again. Nobody from the dealership nor the service department had reach out to me to apologize nor to acknowledge my complaint. I want back the money that I paid for a part that should have been in good condition from the day I purchased the car at that dealership. **************** is not the best at this dealership, it is very unfair that they charge for a part that should have fixed a long time ago.

  Business Response

  Date: 01/17/2024

  We reached out to **************** and discussed the sun visor.  After apologizing for your disappointment in our service we agreed to refund her the cost of her sun visor and thanked her for being a loyal customer.  We should have taken better care of her and will be here for her in the future to help with any needs that arise.  

  Customer Answer

  Date: 01/17/2024

   
  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:11/21/2023

  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 purchased another new vehicle from McCurley Subaru and decided to also purchase a dog ramp. The dog ramp was too slick for my dog so I attempted to return it a couple of weeks later. They refused to return the item because I did not have the original box that it came in! This is very poor business practice. Nowhere in their facility or on their website does it indicate that you can't return an item unless you have the original box. Their website boasts of transparency and caring for our community. The hidden policy is not a good way to keep customers. I am beyond frustrated and angry over this issue.

  Business Response

  Date: 11/27/2023

  November 26,2023
  Better Business Bureau
  ************************************** 200
  *****,** *****
  
  RE: ** ******** *******************
  
  Ms. ***** complaint with the BBB notified the appropriate department and store leadership of her customer concern and the details surrounding it. Our Fixed Operations Director was able to contact Ms. **** and achieve a resolution with her. 
  
  Thank you,
  
  *******************,General Manager
  McCurley Subaru 

  Customer Answer

  Date: 12/04/2023

  I was satisfied with the resolution with McCurley Subaru.  Thank you.

• Initial Complaint

  Date:10/20/2023

  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 Saturday 10/14/2023 I went to McCurley Honda to buy a vehicle. I was very upfront about my credit, income, and so forth. I informed the sales man **** and finance manager **** that I did NOT even want to drive the car without an approval. They made it appear as though everything was good to go, had me sign documents, removed y old license plates, and **** even helped me put my belongings into my NEW car. ******************* allowed me to drive off in a $46,500 car without even showing him proof of my insurance on this car. McCurley let me drive this car for 6 WHOLE days before calling me tonight 10/19/2023 at 5:45PM to inform me that they could NOT find a bank to lend to me. I am beyond embarrassed and humiliated. This has been horrible and I want to file a formal complaint.

  Business Response

  Date: 10/20/2023

   To whom it may concern,

   

  *********************** is correct when stating that we were not able to secure financing for him on the vehicle that he purchased from us.  Based on the information that was provided to us and that we had at the time of delivery we made the decision to deliver the vehicle to him.  Unfortunately, while working to obtain financing for the purchase additional information became available that we didnt originally have.  The lenders that we use were unwilling to extend credit to *********************** and therefore we unwound the deal.

  We have been made aware and are pleased that ************ was able to secure financing on another vehicle from another dealership utilizing finance sources that we did not have available to us...

  McCurley Honda

• Initial Complaint

  Date:08/08/2023

  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.

  I purchased a CPO 2014 Subaru Legacy AWD in May 2023 from the dealership and there was an issue with the front bumper being loose and almost falling off. I called the dealership the next day and took the vehicle back to the service department, The manager of the service department along with a service advisor looked at the bumper and gave me a loaner to drive while the car sat at the dealership for two weeks and no repairs were made. Two weeks later I asked why the car wasn't repairs and wasn't given an intelligent response. Another six weeks went by and I continued to drive a loaner until my salesperson **** called and said the re[pairs to the bumper were finally done. I dropped off loaner and picked up my vehicle only to notice the same issue with the bumper not being repaired or replaced. I called the dealership again and spoke with the service manager and finance director and made a third appointment for Monday, August 7th, 2023. When I arrived yesterday morning just before 7:00am the service manager couldn't fine my appointment even though I received a text message on Sunday confirming my appointment for Monday, August 7th. A new appointment was made for Monday, August 21. This is the fourth time I've been inconvenienced for the same repair because the dealership is not replacing the bumper with a new one to correct the problem. I keep getting the run-a-round from the service manager at McCurley Integrity Subaru in *****, **********. I'm tired of being treated like as piece of garbage by a dealership who advertises they care about the community and a customers' 100 satisfaction. I am not satisfied with the manner in which I've been lied to and treated disrespectfully. I'd like the issues to be finally resolved to my satisfaction. I can be reached at ************. Regards, *******************

  Business Response

  Date: 08/11/2023

  August 9, 2023
  Better Business Bureau
  ************************************** 200
  Bosie, ** *****
  
  RE: ID ******** *****************************
  
  We have received this complaint and have been in contact with ************** regarding his concern in an attempt to best resolve his frustration. In an attempt to resolve this issue, we have agreed to evaluate the extent of the requested repair with **************, offered him a courtesy loaner for the day he will be without a vehicle, and outlined the parameters in which we have agreed to repair the bumper through conversations with our management staff. At this time, ************** and our dealership believe we have a mutually agreeable plan to resolution.
  
  Sincerely,
  
  
  *******************, General Manager
  McCurley Subaru 

• Initial Complaint

  Date:04/03/2023

  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.

  Delivered my 2012 silverado ****hd duramax pickup on 9/5/2022 for repair. On 9/8/2022 was told by **** (service rep) that pickup needed a new transmission control module. Part has been on back order ever since. No status updates in 7 months. Service doesnt return calls. I talked to *** (service manager) in December 2022 he said he would call me back later the same day on status of TCM still waiting. I purchased the vehicle used from mccurley in 2017. Thank you

  Business Response

  Date: 04/05/2023

  Mr. ******* truck was brought into our facility on September 6th, 2022 for a transmission concern and the vehicle was diagnosed with a failed transmission control module (***). The *** (part #********) was immediately placed on order with ** and unfortunately was placed in backorder status with no estimated time of arrival.  Our parts department upgraded the order to a priority case and communicated the unfortunate result to ***************** 

  To date no dealers in the country were able to provide the part so the order was escalated to our ** representative for procurement. No part options were available through the escalation process which means the only option we have is to wait on the part to be built by **s supplier. The most up to date part information we have is from April 5th, 2023 ** states the following:

  Notes
  ****040523 HR 09 MIN 45 SEC 53 WE ARE STILL WAITING FOR UPDATED SHIPPING SCHEDULES FROM SOURCE. WILL PROVIDE MORE
  INFO WHEN AVAILABLE. ********** HR 08 MIN 33 SEC 44 PART IS GOING THROUGH THE ** QUALITY APPROVAL
  PROCESS. THE ANTICIPATED TIME FOR COMPLETION IS 05/01.PART IS EXPECTED TO BE AVAILABLE IN JULY 2023.
  SUPPLY CHAIN WILL PURSUE ALL POSSIBLE. WE WILL PROVID AN UDPATE NEXT WEEK ********** HR 09 MIN 32 SEC 24
  PART IS GOING THROUGH THE ** QUALITY APPROVAL PROCESS. THE ANTICIPATED TIME FOR COMPLETION IS
  05/01.PART IS EXPECTED TO BE AVAILABLE IN JULY 2023. SUPPLY CHAIN WILL PURSUE ALL POSSIBLE. WE WILL PROVIDE
  AN UDPATE NEXT WEEK
  
  Understandably Mr. and Mrs. ************ are frustrated and we wish that our communication had taken place at a higher level.  We did contact them again today  04/05/2023 at 1:30pm with an update on the parts availability. The original employee that they were attempting to contact is no longer with our company which caused some of the delay in responding on our end.  We have agreed to update the customer every two weeks until the vehicle is repaired. The customer now has our parts and service directors name and contact information to ensure good communication moving forward.

   

  
  

• Initial Complaint

  Date:02/07/2023

  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.

  Purchased 2014 ************* ML350 from Mccurley Subaru on November 27, 2022. Originally licensed vehicle for ****** and received a 20 day permit. Letter dated December 22 received from ****** DOL stating they could not accept electronic title sent from Mccurley. Called Mccurley January 3 with no answer. Received called back on January 4th and sent email with requested details to remedy the issue. Was told via email on January 5th title issue was resolved and I would be able to get a VIN check from local DOL. Visited DOL on January 10th and was told Mccurley has not sent in needed information they requested and suggested I reverse the loan and re-title it in **********. Visited Mccurley on the 10th and was told by ************************* it could not be reversed and had me sign paperwork previously signed when vehicle was purchased. Received letter from ****** DOL dated January 25th stating that Mccurley supplied a title with conflicting mileage from mileage provided on purchase date. (***** miles reported with car sold at ******). Visited Mccurley again on January 31st and spoke with sales manager. Was told by manager they could not reverse and re-title in ********** and could not provide another trip permit so that vehicle would be legal to drive and I will have to illegally drive on expired registration. Sales manager promised a phone call the next day (February 1st) stating they would provide an update and solution; Promised all documents would be expedited and/or overnight shipped/mail to resolve issues. February 5th I have not received any phone call, email, or text message with an update or solution. Attempted to call on February 6th and was told no manager was available to speak with me. On February 7th visited ********* DMV and the clerk alerted ** that a ********** title had been applied for on January 8th showing lower mileage and was most likely the cause of all the issues. As of February 7th have still not received a follow-up from Mccurley.

  Business Response

  Date: 02/10/2023

  Tell us why herFebruary 10,2023
  Better Business Bureau
  12639 *************., Ste 200
  *****,** *****
  
  RE: ** ******** ***********************
  
  Ms.******** frustration is certainly understandable and something we empathize with. We were able to reach ****************** and discuss the status of her titling and the situation directly. After reading through her complaint, we were able work with the multiple organizations both in ********** and ****** to resolve the concern and register the vehicle.
  While not ideal, we appreciate Ms. ******** investment of time with ** to help us resolve this.
  
  Thank you,
  
  *******************,General Manager
  McCurley Subaru

  Customer Answer

  Date: 02/11/2023

   
  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. However, it is unfortunate that it requires a complaint to be filed before the business will take responsibility and reach out to the customer. Zero effort was made to contact me until the complaint was filed and then they were willing to remedy the problem which they refused to do in person when visiting. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/10/2022

  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.

  2018 Subaru Crosstrek bought with ****** miles and in under a year had to take it in for thousands of dollars worth of work. It was supposed to be certified and checked over, preowned certified. There was even times that I had to take it to another Subaru dealership to prove that my brakes were put on wrong because Mccurley kept telling me nothing was wrong with it. I just wish they would have made it right and admitted they sold me a lemon. I lost my down payment and the trade in of my truck and with todays market I lost money on my car trading it in, when it was supposed to be certified which was why I went thru them. It was my first time buying a car from a dealership, i was scared it would break down after I hit ******* miles so I traded it in at another dealership In town because I dont have time to keep telling them whats wrong with my car and trying to diagnose it and get second opinions, I couldnt afford for my car to break down at ******* miles and the warranty be up. Here are my service reports and they are missing a few details about how I had to come in and they had to s**** something on they missed, or when they dropped a s**** inside my motor. They never apologized for any of their mistakes even after they put the brakes on wrong and I was missing brake parts, the salesman even called me a year later to see if I still loved it which was baffling. I just want them to make it right and give me a refund for my down payments. Thank you for your time. You can also contact them for more service reports or comments. In the pictures w the receipt was *********************** Subaru I had to pay for out of pocket and drive to oregon to get my Subaru looked at because Mccurley sent me away saying they looked fine. They reimbursed me but then just resurfaced my breaks which had hot spots and I had to eventually go back in for that because when the brakes were hot it would chatter and shake the whole steering wheel.

  Business Response

  Date: 11/12/2022

  November 11, 2022
  Better Business Bureau
  12639 *************., Ste 200
  *****,** *****
  
  RE: ** ******** *****************************
  
  We have received ****************** statement regarding the experience she had with a vehicle we sold her in January 2021. While we understand the frustration customers encounter when the experience unforeseen issues with their vehicle, we make every attempt to minimize the inconvenience quickly for the owner. As ****************** timeline will show we worked very hard to do this for her and are disappointed to read of her discontentment.

  
  Nine months after purchasing the vehicle the customer approached us noticing oil outside the engine area and asking us to inspect a break squeak and a strut noise. We did repair work on the engine and strut, which were covered under the warranty. The brakes still measured in near new condition, and noticing no abnormalities, we cleaned them to eliminate any dust causing the noise in question.
  

  In 2022,the customer stated she still experience noise from the brakes and elected to have the vehicle inspected to another Subaru dealer that identified wear indicators suggesting there may be an issue with original pad installation. She contacted our dealership immediately with the information and we agreed that we would reimburse her for any charges she incurred. **************** sent us copies of her receipt and we issued a reimbursement. In addition, our dealership made the decision to replace both front brake pads and shims that were mentioned by the other retailer as well as resurface the customers rotors, provide a vehicle detail, and have a master technician inspect the vehicle to ensure the vehicle met all conditions associated with Subarus certified pre-owned designation free of charge.
  

  Three months after this visit **************** again contacted us to express concern about a noise and slight vibration. When we inspected the vehicle, unfortunately we could not duplicate the concern and we asked if she would be willing to ride with a technician help identify the noise to help us properly diagnose and repair the issue. The customer refused to come in to help us with this diagnosis and insisted the issues she experienced were related to the brake work we had performed. In goodwill, we made the decision to replace the brake rotors again at no charge despite not being able to replicate the concern.
  

  **************** has worked with the General Manager and Vice President of Fixed to help accommodate her concerns. Our dealership has provided alternative transportation to the customer any time we were working to solve a potential issue with this vehicle and any item that was not directly covered by the certified pre-owned warranty we absorbed the cost in good faith. Previously *************** had communicated that she was satisfied with this resolution.Unfortunately, we will have to decline this latest request and consider this matter closed.
  
  Sincerely,
  
  *******************,General Manager
  McCurley Subaru