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

• 

  McCurley Chevrolet & Cadillac

  1325 N Autoplex Way Pasco, WA 99301-3853

• 

  McCurley Integrity Mazda

  1230 N Autoplex Way Pasco, WA 99301-3873

• 

  McCurley Integrity Subaru

  9620 Sandifur Pkwy Pasco, WA 99301

• 

  McCurley Subaru of Yakima

  506 Fruitvale Blvd Yakima, WA 98902-1405

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:06/19/2025

  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.

  In may 6, 2025 I had my oil changed at Subaru I asked that they did not rotate my tires because a few years ago they didnt put my tires on correctly and that day I picked it up and us on my way home my front tire went flying off because they didnt put it on right/or tighten down the lugnuts. So they are to never to rotate my tires. I would go elsewhere to have my oil changed but we purchased a lifetime oil change when we bought the car there, so back to may 2025 I asked not to rotate my tires he said ok, I waited for my car , they said my car was done, went to the counter and they went over what they did he proceeded to say tire rotation, i said I told you not to rotate my tires, the *** said who did checked you in I said the *** right there, he said oh hes new and must have forgot to write down not rotate tires, I said well thats not my problem or training issues and you better hope they put my tires on correctly and I better not have a problem he said oh they did.i again told them what happened before with my tire flying off because Subaru didnt put it on or tighten it down.and i said Im on my way to meridian Idaho in a couple days , he assured me they did their job. Well may 29 I was on my way home from my grandson baseball game on the highway and my car started to make a horrible noise and shaking somewhat I was only about 7 mins to my house so I went slow to get home and I parked it in my driveway until my son could haul it to a shop to have it looked at to see what was wrong, and they went over it and found the tires werent put on correctly and the lugnuts were not tightened down correctly so they came loose after 3 weeks, Subaru seems to feel they didnt do anything wrong with my car as per the manager in Yakima and I did call the general manager (****) he also seems to think they havent done anything wrong Someone is going to get seriously injured from their actions They should be buying me a set of tires Thank you for any advice on this

  Business Response

  Date: 06/19/2025

  Business Response – McCurley Subaru of Yakima
  Date: June 19, 2025
  From: Mike Hanks, General Manager
  To Whom It May Concern,
  Thank you for the opportunity to respond to the
  concerns raised by our customer. My name is Mike Hanks, and I’m the General
  Manager at McCurley Subaru of Yakima. I want to start by saying I genuinely
  understand how upsetting this experience has been, especially given the
  customer's prior history with a similar issue. I appreciate the chance to
  provide context and outline the steps we’ve taken.
  On May 6, 2025, the customer visited our
  service department for an oil change under her Lifetime Oil Plan. She verbally
  requested that we not rotate the tires,
  as she had a negative experience years ago. Unfortunately, the service advisor
  who assisted her—who was new at the time—did not note that request on the
  repair order. Our internal process, when a customer declines a tire rotation,
  is to physically cross out the rotation line on the work order. In this case,
  that step was missed, and the rotation was performed.
  This was clearly a breakdown in communication
  on our part, and I sincerely apologize for the oversight.
  We understand from our records that the
  customer’s prior incident occurred in October
  2019, at 114,291 miles,
  and involved a wheel issue after a service at Stewart Subaru, not McCurley Subaru. We also understand
  that Stewart Subaru accepted responsibility and resolved the matter. Regardless
  of where it occurred, we completely respect how that past incident impacts the
  customer’s comfort today.
  Following her service at our store, we
  followed our standard procedures, including torquing all lug nuts to manufacturer specifications prior to releasing the vehicle. On June
  18, 2025, the customer contacted us—46 days and 968 miles after the visit—to report a
  concern about wheel safety.
  I spoke with Michelle and her son Joel and was
  told that the vehicle had been taken to a local third-party tire shop. I was
  informed that both front wheels may have been loose. Out of an abundance of caution, I called the shop directly
  to learn more. The staff at the shop didn’t have full details at that time, so
  I decided to personally visit the location along with our most experienced
  internal tire technician to inspect the vehicle.
  During our visit, we found that only the driver-side front wheel appeared to be involved, and only one lug
  nut seemed slightly loose. The other lug nuts were secure. There was no visible wear or damage on the studs
  or nuts—something we would expect to see if a wheel had been improperly
  torqued. Additionally, there was noticeable corrosion on both the front and back sides of the wheel,
  which was undisturbed—again, not consistent with a wheel that had been shifting
  or vibrating while driving.
  After this visit, I called Joel back that same
  day to share what we had observed. I explained that the most likely cause for a
  single lug nut loosening could be the corrosion we saw on all four wheels. I
  encouraged Joel and Michelle to visit the shop themselves and review the
  condition of the vehicle. I also told him that if they could provide any
  documentation from the tire store that pointed to an installation or torque
  issue from our team, we would absolutely revisit the situation.
  At this time, we have not received any such
  documentation, and based on our review of our procedures, vehicle mileage(now
  164,798 miles), since the visit, and the inspection at the tire shop, we did
  not find conclusive evidence that our service directly caused the issue.
  However, that does not mean we
  dismiss the concern.
  We take all safety-related feedback seriously
  and always strive to do right with our customers. If additional details or
  documentation from the third-party shop become available, we remain open and
  willing to review it further.
  Sincerely,

  Mike Hanks

  General Manager 

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23491090, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Michelle Slatter

• Initial Complaint

  Date:06/05/2025

  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 May 26th or 27th we visited the Mazda dealer looking for a new car. We were shown a 2018 Honda Odyssey that met our needs and budget. At that time we noticed the third seat in the second row was not in the car. We were told by salesperson ***** the seat is in the back. They will install it when its detailed.On July 28, I purchased the car, still with no seat. At that time I was told the former owners still had it. They were on vacation and will return it on Saturday.June 2, Monday I spoke with the salesman (Taz) who was being mentored by *****. I told him I would like to meet him Tuesday to pick up the seat and second key. He agreed to meet me there Tuesdays morning 9:00. When I arrived he was not there. I was told by person there he had been fired that morning. They still didnt have the seat and used cars only come with one key.Later that evening I was called by *****, who first told me that the previous owners were still on vacation. Then he told me that they were home, but he had been trying to call them at work and was unable to get a hold of them. He also echoed the fact that used cars only come with one key, even though the price of the key exceeds $300. it was a very contentious and nonproductive conversation. Since that time I have had no further contact with ******** Subaru. I did note that on the *** for the seat there is a 60 day expiration. I hate to think whats going to happen if this drags on that long. I paid the price agreed in good faith. I should receive the car and the key. If the owners didnt return the key, McCurley shouldnt charge me the $300. That issue should be between the former owner and the dealership!

  Business Response

  Date: 06/11/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to the concerns raised by our customer regarding their recent purchase of a 2018 Honda Odyssey. We appreciate the customer's business and regret any confusion or frustration experienced throughout the process. Our goal is always to provide positive and transparent purchasing experience, and we are committed to resolving any outstanding matters.
  

  Missing Second-Row Seat:
  At the time of sale, the customer was advised that the third seat in the second row was not present but would be provided. While it has taken longer than expected to recover the seat from the prior owner, we want to make it clear that we will honor everything that was promised as part of the sale,including the missing seat. The expiration noted on the We-owe form will not apply in this situation, and we remain fully committed to fulfilling this obligation.
  

  Second Key:
  While we understand the customer's concern regarding the high cost of replacement keys, a second key was not promised as part of the purchase agreement. It is standard in the sale of used vehicles that only one key may be included unless otherwise stated. That said, we are always happy to work with our customers on possible solutions, and we encourage the customer to reach out to our team if they would like assistance exploring available options.
  

  Communication:
  We acknowledge that there was confusion due to staffing changes and inconsistent communication. We are addressing this internally to ensure a smoother experience for future customers. Again, we value the customer's feedback and remain committed to resolving the matter promptly. A member of our management team will be reaching out directly to provide updates and ensure delivery of the seat as soon as it becomes available.

  
  Sincerely,
  McCurley Mazda

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23432575
  
  I am rejecting this response because: Nobody from the dealership has contacted us directly about this issue.

  The statement that the seat will be provided is taken at face value, since we have had NO direct contact with any person at McCurly since this transaction began. 
  I fail to understand and I dont accept the one key only on used  cars.
  That claim  it is contrary to what we have ALWAYS experienced, and was NOT mentioned to us prior to completion of the purchase.  IF McCurly can provide a second key for a reasonable amount; looks like thats the best we can do. 
  Until I hear directly from representative's of the dealership, and Im told a specific date I WILL have the seat, I will not consider this matter closed.  
  I bought this car on good faith. As of now I feel that was a huge mistake  

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

  Business Response

  Date: 06/20/2025

  We have been in contact with the customer and her son.  We have ordered her a seat and second key.  When they arrive, her son will make arrangements to collect them.

  Thank you,

  McCurley Dealerships

  Customer Answer

  Date: 06/21/2025

   
  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.
  

  I am eager to end this dispute and will gladly close out the case as soon as I have those items in my possession. 
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 06/30/2025

  As I feared this case is not resolved.
  As this has unfolded McCurley has mis-stated facts randomly and often.
  To settle the complaint on their word that they have the seat and key on order is premature!
  Only when the seat and key are in my possession should this issue be listed as resolved.
  Today upon inquiring we discovered my license plates are at the dealership. We were never notified they had arrived!
  Taking to other dealers  typical turnaround time is about two weeks. This issue is going on four.
   Please dont list this as resolved until I have the seat, keys and license plates in my possession !

  Business Response

  Date: 07/09/2025

  We appreciate the opportunity to respond and clarify the status of this matter. McCurley has provided all items and services that were promised at the time of sale. The seat and additional key were ordered promptly, and the customer has been kept informed throughout the process. These parts were special order items, and while we understand the frustration with delays, their delivery was outside of our direct control.
  Regarding the license plates, they arrived from the state DMV and were immediately processed for pickup. While it appears, there was a communication oversight in notifying the customer, the plates were available and ready for collection at the dealership within the normal processing timeframe.
  As of today, the seat, key, and license plates have all been received by the customer and no outstanding items remain. Based on this, we consider this matter fully resolved.
  We sincerely regret any inconvenience experienced and thank the customer for their patience as we worked to fulfill all commitments.

  McCurley Dealerships

  Customer Answer

  Date: 07/09/2025

   
  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: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.