ComplaintsforMcGrath Auto

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I bought the car and had a recall I took my 2017 ******* Santa fe to the Hiawatha, IA Mcgrath service center for hyundais. I told them my vehical was burning through oil and I had to add oil every week to two weeks. They told me that if I was on the side of the road the warrenty would fix the engine if that was the issue. I ended up on the side of the road and called Mcgrath the next day when they were open to try and get my car towed off the side of the road and looked at. I was told they was gonna send me to a superviser to talk to them after I towed the car to *********, IA because they never called me back like they said they was going to. I then called again and someone told me the warranty had expiered for Mcgrath and the ******* even though when I first brought it up at my first sevice appointment a few years ago. They then sent me to the service superviser to try and tell them the codes that was reading and what I knew it wasn't but had to leave a message and still no response. Mcgrath had been called at least seven times in an attempt to get awnsers they then said they could try to put me in something eles and by the end of the work week and they would call me and I've heard nothing.

  Business response

  05/13/2024

  We have reached out to ****************** regarding the complaint involving her 2017 ******* Santa Fe and resolved the issue directly with her.

  Thank you,

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

  Controller

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2019 dodge ram truck from Mcgrath auto on 10/19/2021.I purchased the platinum extended warranty and diamond fusion undercoating/rust protection for $2500. I recently found out from the dealership the undercoating/rust protection was never applied.I paid $2500 for that extra protection.I have been trying to get my truck in for some body work.They now say my warranty is up.I have a lot of rust.They are saying I bought the truck with rust on it. They told me they would refund me the $2500. I think there should be more than that amount. 2 years of rust building up because no protection. Mcgrath said they would put the undercoating/rust protection on now over the rust. I have spoken to some other dealerships about this situation and was advised not to do it over the rust and to have the rust removed first. I feel Mcgrath should compensate which they said no. My truck was very expensive and I paid for the protection which I never recieved.I have all emails back and forth with Mcgrath.I can send anything you need.

  Business response

  01/29/2024

  Dear **************,

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We appreciate the opportunity to respond and address the issues you've raised regarding your 2019 Dodge Ram truck purchased from McGrath Auto.

  First and foremost, we sincerely apologize for any inconvenience you have experienced. At McGrath Auto, our customers satisfaction is paramount, and we regret that in this instance, our services did not meet the high standards we set for ourselves.

  Upon reviewing your complaint and the history of your vehicle's service with us, we understand that there has been a lapse in the application of the Diamond Fusion undercoating/rust protection that you purchased. We acknowledge this oversight and are committed to rectifying the situation. We offered a refund for the uncompleted protection as an immediate remedy. However, we understand that this does not fully address the concern of rust accumulation on your vehicle.

  We are prepared to go beyond the refund to find a solution that is satisfactory to you. While we had proposed applying the undercoating/rust protection and addressing some of the rust spots, we appreciate the advice you received about the necessity of removing rust before such application. This is a valid point, and we are willing to reconsider the best approach to ensure your vehicle is protected and maintained appropriately.

  Our team is keen to work with you to find an amicable resolution. While we have proposed certain remedies, we are open to discussing other potential solutions, including further repair work.  Our goal is to ensure that your vehicle retains its value and you feel confident in the service you receive from McGrath Auto.

  We understand that trust is integral to our relationship with you, and we are committed to restoring that trust. Our general manager will be reaching out to you directly to discuss possible solutions and work towards a resolution that is fair and satisfactory to you.

  Thank you for your patience and understanding as we work through this matter. We value your business and hope to find a resolution that reinforces your confidence in McGrath Auto.

  Customer response

  02/02/2024

  Hi  I am glad they responded. I need a more exact solution. How they responded   is what they have already been telling me for months I dont want to close the case.I am looking for a dollar amount compensation for  all the rust ;not having the undercoating applied.   thanks

  Business response

  03/06/2024

  We have attempted to reach the customer to resolve this matter and have not been able to connect.   Our initial response continues to be our position and willingness to resolve the matter.   Please contact the new manager ******* who oversees the store to reach a resolution.  His direct line is ************  ext 4330.

  Thank you!

  Business response

  03/06/2024

  We have attempted to reach the customer to resolve this matter and have not been able to connect.   Our initial response continues to be our position and willingness to resolve the matter.   Please contact the new manager ******* who oversees the store to reach a resolution.  His direct line is ************  ext 4330.

  Thank you!

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband was advised, upon consulting with a Service Advisor at McGrath Auto, to bring our vehicle in for a service claim that was processed through our extended warranty. We told the Advisor that the issue was with the microphone in the Bluetooth system. We explained Bluetooth was working perfectly for audio, but for phone calls, the person on the other end of the phone cannot hear **. McGrath worked with the warranty company and told ** they would complete the repair for a $200 deductible. We brought our vehicle in for the repair on 3/30. The vehicle was there for a brief period and then we were told repairs were complete. We picked the vehicle up and paid $232.20, which amounted to the deductible and an extra half hour of labor. The paperwork on the vehicle (SO # 9S24872 - attached) says the "warranty only paid labor for repairs at 3.2 and repairs took 3.7." The paperwork also says in the description: "Cause REMOVED AND REPLACED APIM VERIFIED VEHICLE IS NOW OPERATING AS DESIGNED" My husband left the dealership, called me to test it immediately, and it did not work. He called the Service Manager back, told him it was not working, and was told to bring it back. Due to some illness for all family members in my home, we were unable to return the vehicle until Tuesday, April 25th. On that day, the Service Advisor advised that we would be charged another deductible. We objected. He said he would work with the Service Manager to try to make it right, but then reached out soon after to ask if it would be fair if he would pay $100 and we would be responsible for $100. We said it would not be fair. We have since made many unsuccessful attempts to reach the Service Manager via phone and left several voice messages requesting a return call. Our preference is to receive a refund of the charge ($232.20) so we can work with another dealership, since the repair was not completed and the experience (and others in the past) have damaged trust. Accurate repair is also ok.

  Business response

  05/15/2023

  We appreciate the opportunity to address the concerns raised by our Customer regarding their recent experience with McGrath Auto. We apologize for any inconvenience caused by miscommunication and subsequent delay in resolving the Bluetooth microphone issue in their vehicle.

  Upon reviewing the complaint, we have investigated the matter thoroughly.  Our Service Manager, *************************** has identified the microphone as the underlying cause and obtained authorization for its replacement.  We sincerely regret the oversight in communicating the deductible for the microphone repair.

  To resolve this issue and regain the trust of our Customer, we are fully prepared to cover the deductible.  We have taken immediate action to rectify the situation. We kindly request the Customer to contact ** at ************ so that we can schedule the necessary appointment to install the microphone and facilitate the reimbursement process.

  We value our Customers satisfaction and apologize for any inconvenience caused.  We are committed to resolving this matter promptly and providing the level of service expected from McGrath Auto.

*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. ↩