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: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

• Initial Complaint

  Date:10/26/2022

  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.

  see attatchment

  Business Response

  Date: 10/28/2022

  October 28, 2022

  Better Business Bureau

  12639 *************., Ste 200

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

   

  RE: ** ******** *******************

   

  We have received ************ statement outlining his frustrations with his vehicle, his interactions with us and his interactions with the manufacturer of the vehicle.  We have since reached out to him regarding this and are actively working on a pathway to reconciliation.

  The customer has met with our store leadership to outline the problem and was presented multiple pathways forward by our organization. He selected the one he felt the was the best for what he was trying to accomplish. We will continue to advocate for him and others with our manufacture partner as we work through the agreed upon path.

  At this time we feel that all parties are moving the same direction to provide the customer with the end result desired.

  Sincerely,

   

   

  *******************, General Manager

  McCurley Subaru

   

  Customer Answer

  Date: 10/28/2022

   
  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:09/28/2022

  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.

  I purchased a pre-owned 2017 Subaru *************** from McCurley Integrity Subaru of Pasco on 09/22/2022. With the purchase and rather difficult negotiations, Finance Manager ************************* discussed *** Insurance and an extended service warranty with me and sold these products to me. The total of both products exceeding $4200 ($999 for *** and over $3200 for extended service warranty through ************). I learned later that Subaru *********** of America has their own extended service warranty at a much lower price (around $1400 from brief glance I managed to get) and that my ************* financing the purchase, offers *** Policy at $599. I feel that, as a consumer, these options should have been disclosed to me. However, when I presented this to *************************, she stated that it is her job as Business Manager to sell the best products to me as a consumer and that is why she would not disclose the information. I asked her to cancel the *** and extended Sevice Warranty she had sold me and replace it with the products offered through the credit union. She refused and merely canceled the *** and extended warranty, telling to good luck on refinancing the deal as she had already sent it to the Underwriter. This ultimately cost me higher interest, longer contract terms, potential additional credit check and hit on credit rating. I believe this is unethical and does not show integrity.

  Business Response

  Date: 10/03/2022

  October 1, 2022

  Better Business Bureau

  12639 *************., Ste 200

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

   

  RE: ID ******** *******************************

   

  We have received Mr. ********* statement regarding the transaction he had with our dealership.  He was presented a comprehensive protection program including a vehicle service contract and GAP insurance while purchasing a used vehicle from our dealership. The service contract and GAP options were selected based on the customers stated driving habits and vehicle use. Other terms or options were not heavily explored during this process due to the significant difference in coverage offered and that those alternative coverages did not aligning with the stated use of the vehicle from the customer.

  When the customer brought this concern to the director of the department, she reviewed the difference of the two coverages with him. The coverage offered and originally sold was a 4 year/50,000-mile protection, the other was limited to a 2 year/24,000-mile protection. The pricing difference between the two options was less than $100.  

  At this time, ******************** inquired about similar products offered at a credit union. We reviewed the difference in these products with the customer and the benefits of each.  ******************** inevitably decided he wanted to purchase the products from the credit union and to cancel the products he had purchased with us. We facilitated the cancellation of the products but let him know he would have to purchase the products directly from the credit union. 

  When ******************** expressed his concern to have these products included in the loan and we explained that would only be an option should the lender be willing to accommodate the request.  

  We would gladly review the transaction with the customer, providing a detailed explanation to the questions ******************** may still have and provide any additional clarity we can offer.

  Sincerely,

   

   

  *******************, General Manager

  McCurley Subaru

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18140937
  
  I am rejecting this response because:

  In the response, McCurley Subaru claims that my driving habits were discussed.  This was never the case.  There is a discernable pricing difference between a Subaru extended warranty pricing and the extended warranty offered by McCurley dealership.  The Business Manager at McCurley Subaru stated that the lender would be unethical for pointing out that I was overscharged for GAP insurance and extended service warranty.  The Business Manager stated that she chose what she determined to be the "best products" for me and did not allow me to make an informed choice.  Additionaslly, she stated that my credit rating would be negatively impacted if I were to cancel McCurley's GAP and extended servive warranty as I would have to refinance the entire contract.  She was also in a big hurry to contact the lender to have the contract funded in a clear effort to attempt to force me to keep the $4200 worth of GAP and McCurley extended service warranty.  I believe this to be an unethical way to conduct business.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/18/2022

  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.

  We had a leak from the power steering reservoir on our ML350. It was only noticed because of the spot that it left on the garage floor. The vehicle steered fine, no other indications. I took it into ******************* for service and it was by far the worst service for anything I've ever received. I figured spending thousands of dollars ($3500) would at least buy me quality service. I had them replace the power steering reservoir, return hose and steering rack. Not only did it take them 3 weeks to do so, they offered no rental vehicle and told me the work would be completed in 1-2 days at least 4 times...while my wife and small children were at home with no vehicle. After picking up the vehicle, on the drive home I noticed the steering wheel was heavy when turning it. In addition to that, totally unrelated to power steering, the A/C didn't blow cold. ********' own paperwork verified it worked on arrival. Once I got the vehicle home and noted the issues, I called the dealership that same night and got no answer. Called again the next day to no answer but I left a voicemail. Finally, the manager (****) called me back and said they'd take a look at the vehicle to which, you guessed it, they said none of the above was their fault and sent me packing.After replacing the PS reservoir they could have easily turned the vehicle on w no fluid inside, which would have dry ran the PS pump. They also could have allowed air into the rack and pinion. No idea what to do from here.

  Business Response

  Date: 09/19/2022

  Regarding the complaints brought by ********************,
  
  ******************** brought us a 2009 ML350 with ****** miles that had a major power steering leak. The technician found it was leaking from the power steering reservoir and possibly the power steering rack. The customer was presented two options: replace the reservoir and recheck after and hopefully the rack does not need replacing or go ahead and replace them both. ******************* chose to just replace the reservoir. We had to order parts and unfortunately there were some delays on receiving them that were beyond our control. The repair was done about a week after. Unfortunately, the p/s rack was leaking, and the customer was advised it would also need to be replaced.The rack was ordered and even though we tried to get the part in a day it took 5 days to come in. Again, the shipping delays are outside of our control. The repair was completed and when the ******************** came in, he wanted a discount due to delays. We worked it out with him and brought down what should have been a $4,300 bill to $3498.55.  A few days later he returned saying his p/s was now stiff and his a/c was not blowing cold. We reinspected it for free and found the p/s pump binding at certain points at full lock turns. The a/c would work sometimes but when it was hot out the compressor had trouble keeping up. We recharged the A/C and recommended a compressor. When ******************** was informed, he blamed us for the new issues.  We informed him that we didnt work on the p/s pump, nor did we work on the A/C and that the leaks in the P/S system most likely contributed to the pump failure if not just do to age and mileage of the vehicle. We explained that we were not responsible for the two failing components and would not be participating in the cost of their repairs.
  
  Sincerely,
  
  ****************************