ComplaintsforHuggard & Ewing Auto Sales

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  very Disappointed have had nothing but problems with my 2014 equinox that was purchased in Oct 21 at Huggard and Ewing the vehicle has had 2 engines put in. Ridiculous. Picked car up this past Saturday after the 2nd engine was put in and got it home. Sunday The check engine light come on. Brought it to a different mechanic who put it on the lift checked the entire vehicle there was the air pump that was never clamped back in which was causing the check engine light + a lot more bolts missing from under the car which was causing things to be loose + drive shaft was dangerously loose took video and pictures. Not only all of that but there was no coolant and it was down a quart and a half of oil after just having a oil change. The fact that I was able to just drive off the lot in this danger trap is insane. This was in fact repair negligence. As per the secondary repair shop I brought it to. The vehicle is a snow bird vehicle and is under my mother's name ******************* ************ she is sick which is why I'm dealing with this

  

  Business response

  04/17/2024

  We are disappointed to hear about your experience. Thankfully you have extended coverage on the engine and all costs will be covered at no cost. Please bring the vehicle back immediately for repairs. We strive to make every customer satisfied but things happen and we are not perfect. All we can do is stand behind what we do. I apologize for any inconvenience this may have caused. I look forward to making this situation right and repairing the vehicle  

  Customer response

  04/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car and I told them I did not want their warranty. They worked it into my financing anyway my fault for not reading the paperwork more closely. Anyway I got the warranty cancelled and I have confirmation on this. It was cancelled on 11/21/2023 and I was told I would get that money back. I have not. I have called and emailed several times and even asked to get a call from the owner. I haven't heard back and don't know what else to do.

  

  Business response

  01/23/2024

  Thank you for reaching out. This is the first I am hearing of this. I will look into this and issue a refund as soon as possible. Please feel free to deal with me directly moving forward.

   

  Best regards,

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

  Customer response

  01/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********************

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction 8.29.23 Nature of the Dispute: Purchased truck from said company 8.29.23 with a signed additional 3 month or 3K mile warranty and added 1 month or ***** mile warranty and two blind spot modules to be installed. Orignal date of purchase was to be 6.24.23 but when went to pick up vehicle it was noticed that the driver-side power mirror was not working, the side lane departure sensors were not operating and the blind spot sensors not working. Walked away from the sale until said repairs were done. The two blind spot modules were not repaired due to a national recall and we waited to purchase the truck until 8.23.23 with the promised signed document of repair. We were in constant communication with **** (salesmen) regarding the sensors. Many times stated that if we could get modules and get repaired or if they could get they would repair, whomever could get the parts first. After several months of no communication from dealer at all we had to take the truck in a local repair shop to be inspected. At the appointment, it was discovered that all four brakes and rotors already had to be replaced and that the air conditioning and heater door actuator motor were not even in the vehicle and the blind spot sensors were available and installed. We contacted the dealership for the promised reimbursement for the sensors and to discuss the additional findings, particularly that there was no actuator in the vehicle. constant phone calls on our end with very little in return. Only after we called, the dealer "ordered the blind spot parts" and stated that they would see if they could return the ordered parts back to their auto part store. We have constantly tried to take care of this so we could get reimbursed but to no avail. Manager "out for the day" or "we don't know if we can send the parts back," or just no return calls period. They have been making excuse after excuse as to getting back to us. The extended warranty ends very shortly and we are getting nowhere. Sadly we are extremely disappointed with this dealer and the avoidance of properly addressing the problem. Desired outcome: a reimbursement for truck repair - note conversation with salesman via phone calls always stated that we could do repair or they could whomever could get parts first. Note: the dealer never made one phone call to us following the purchase of the vehicle regarding the sensors.

  Customer response

  01/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about May 10, 2023 I began experiencing issues with my vehicle that I purchased at Huggard and Ewing. I returned my car to the service department to which I was told I needed extensive car work. At that time the warranty I had purchased from the above set establishment was used to help cover the cost of the services that I needed upon picking up my car after 14 weeks of it being in the repair shop, the check engine light immediately came on. I returned my car several times to try to rectify the situation. My car now sits at a different car dealership, awaiting more repairs for which I am solely responsible for covering due to the fact that the first above said, establishment improperly Cared for my car. I have tried reaching out several times to both the original dealership as well as the warranty company. No one will help me rectify the situation.

  

  Business response

  11/17/2023

  ******************* purchased a 2010 Chevrolet Malibu from Huggard & Ewing 7/06/2021 with ****** miles. ** May 8, 2023 the vehicle was brought back to Huggard & Ewing with ****** miles with engine concerns. The engine was replaced and covered by Miss ******** extended warranty. The current concerns are not covered under her extended warranty because she has reached her limit to liability with her contract. Huggard & Ewing would be happy to except the vehicle as a trade in towards a new vehicle or would repair the current concerns at a discounted price

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership I purchased my vehicle from sold me a faulty vehicle I tried using warranty once I notice a issue with the car accelerating a day after I purchased i went to autozone to get a proper diagnostic & to no surprise it was so I brought the car back to the dealership and was told they cant work on my vehicle without the check engine light on which was very confusing they then told me i could either wait for the car check engine light to turn on with them or I can bring it home and wait . The check engine recently came on and now theyre saying they cannnot fix my vehicle because it isnt covered in my warranty. Please help I feel Im being robbed Ive been paying the car note and insurance since January and havent been driving the car I dont understand why they would let the problem persist.

  

  Business response

  11/16/2023

  *************** purchased the vehicle on 12/5/2022. The vehicle was brought back to Huggard & Ewing on 3/7/2023 for a transmission concern. We scanned and found codes P286F-00 clutch Adisengagement time performance too slow and code P2872-00 clutch A stuck. (These codes are still stored in the vehicle database) At the time these were covered items from **** and the customer was advised to see a **** dealer for diagnosis and repairs. Recently on 10/7/23 the vehicle was towed in with a check engine light. We scanned the vehicle and found codes P0217- engine coolant over temperature condition and code P1285-cycle head over temperature condition. (The vehicle was overheated). We called the repair in to the extended warranty company and claim was declined because of overheating the engine. We have offered *************** to trade the vehicle in towards a new vehicle which is not attainable at this time for ***************. We also offered to repair the vehicle at our cost and *************** also declined. 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, My wife and I purchased a used vehicle from the dealership, the alternator wasn't working and it broke down 2 days after purchase. They aren't refusing repairs, but they:-Refuse to let another shop repair it -Refuse to pay for the towing to their own shop.The shop did a few questionable things in the time I've been working with them:-I sent an inquiry on their websites "contact us" page, with a complaint about the vehicle I purchased. The response was "Thank you for inquiring on our ! We've had a lot of response on this specific vehicle and I want to ensure it is still available before you take the time to stop by the dealership." So If I were inquiring about a vehicle, My very first information from this company would be "that car is hot, its so hot we're not even sure it is available". -I never had any issues contacting the shop when buying the car, 5 calls sent across a week and 5 calls answered. When calling to get the repairs after the vehicle broke down, I got placed on hold, lots of "just stepped out" and "busy with a customer", Once, the service center answered, when I said that I was calling about repairs for the vehicle I had just purchased, the shop tech hung up. 14 calls total before I ever got anyone.-Service Rep said I could send it to another shop and they would pay if the quote was reasonable, the other shop called and they said they had never spoken to me and that they dont authorize external repairs.-We had a few reqs before purchasing the vehicle, one was that the bumper be secured to the frame. Rather than the screws ***** installs or any s**** the same size, they poked holes in the bumper/zip tied it in place. We didn't learn this until after purchase.-First day, they had set up an appointment, but when we arrived they said they had no idea we were coming, They couldn't find the car, then said someone had lost the key and they had found the car. They treaded lightly but the implication is that they wanted to sell it undriven.

  

  Business response

  08/21/2023

  ******,

  Once again we are not declining to fix the vehicle. You must bring the vehicle back to us for repairs. Just because you do not live close, doesnt mean you have the option to take it to another repair facility. We even offered to pay for the first 30 miles of your tow (which you failed to mention in your complaint). At the end of the day we are standing behind what we sell, weve been in business since **** for a reason. Bring the vehicle to us and we will repair immediately 

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

  Customer response

  08/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  In my original complaint, I opened with a statement that you were not refusing service. 

  You reiterating that indicates that you skimmed or overlooked that. Your response
  is the same thing you've said before. I am well aware that you are not refusing service.
  It is your entire stance and that is why it has come to this level of deliberation.
  
  I hadn't received
  your email at the time of filing the complaint(about the 30 miles reimbursement), so it wouldn't have been possible to mention it.
  The only reason you offered it in the first place was in response to my email quoting the MA 
  Law stating as much. I am not satisfied with anything Huggard and Ewing has done up to this point
  and I do not trust your shop to repair this vehicle.
  
  Having said that, it is not up to me, it is up to my Wife, and she has decided to tow it to you at my expense 
  and I cannot deny her that. I wasn't certain how to respond, I do not accept your offer as I filed the complaint.
  
  I'm aware this has been so difficult but I do not trust the repairs of a shop that pokes holes in a bumper and installs zip ties(a temporary plastic band) to make a sale.
  I also do not believe that it is equitable to have to pay anything for repairs on a vehicle purchased 2 days prior to failure(including towing). 
  
  

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  08/22/2023

  Please see attached email correspondence with ************* after his initial complaint. Accusing Huggard & Ewing of skimming through complaint is speculative. We have been in business since **** with BBB rating of A+. BBB is a way to resolve concerns between consumers and businesses. In my opinion this complaint is resolved 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought our 2016 ***** Cruze with ****** miles on it on 11/05/22. On 11/25 ***** called and said we had to sign a new contract as the bank wouldn't cover the loan with the additional warranty she had sold us; the vehicle was not enough collateral. On 11/30/22 we signed the contract. On 11/18, ***** had a minor accident in the vehicle. The vehicle was drivable and didn't go to the shop for repairs until 12/27/22. When it went in to East Coast for body repairs the check engine light had come on for an evap leak code. This did not resolve with a gas cap change, so we brought it back. On 3/7/23, East Coast sent it to the ***** Dealership for diagnosis. This is a quote from ***** at East Coast in *********: "Unfortunately, I wish I had better news for you, but we have diagnosed your vehicle with the check engine light on your dashboard as a faulty engine. Coolant is getting into the combustion chamber. Could be a cracked block, head, or just a gasket."We spoke with the ***** dealership who stated that there appears to be a junkyard engine in this vehicle due to an inventory or stock number hand written on the engine. It is pouring white smoke from the engine and isn't driveable. They report that in no way did a minor accident cause a cracked engine. They quoted us $8,705 to replace the engine with a refurbished one. Since 3/7/23 we have tried multiple times to reach a manager at Huggard & Ewing and have left detailed voicemails. *****' phone has been working intermittently so we have left both of our numbers for contact. They have not returned our calls. We want a full refund for this vehicle and will return it to H&E using our AAA. We have already bought a replacement vehicle.

  

  Business response

  04/04/2023

  Huggard & Ewing, **** (H&E) denies the claims contained in the above referenced complaint. H&E went above and beyond its obligations in this matter.
  
  ********, purchased a 2016 Chevrolet Cruze (hereinafter vehicle) from H&E on November 5, 2022. Pursuant to statute, ******** was required to have the vehicle inspected by a Commonwealth Enhanced Emissions and Safety Test site center within seven (7) days of the vehicles registration. H&E was never notified that the vehicle failed the inspection test and in fact believes that the vehicle passed this stringent test. This is prima facie evidence of the soundness of the vehicle at the time of purchase. Moreover, it terminated any rights ******** *** have had under M.G.L. Ch. 90 sec. 7N.
  
  The vehicles mileage at the time of sale was ****** miles. ************ H&E warranted the vehicle against covered defects which impaired the vehicles safety and usage for a period of sixty days or ***** miles, whichever came first. On November 9, 2022, the vehicle was returned to H&E with a complaint that the vehicles tire required service. The mechanics at H&E concluded that the tire had run over a nail. Despite any legal obligation to do so, as this was not a covered defect under the limited used vehicle warranty law, H&E plugged the tire.
  
  As ******** admits, the vehicle was involved in an accident on November 18, 2022. For reasons unbeknown to H&E, ******** did not cause repairs to be effectuated to the vehicle until December 27, 2022. At that time, ******** alleged that the vehiclee check engine light became engaged. It appears that ******** caused the mechanics at East Coast to replace the gas cap. At no time did ******** inform H&E of this condition. It is important to note that pursuant to M.G.L. Ch. 90 sec. 7N1/4(3) only the selling dealer *** make repairs or diagnosis to a vehicle during the limited used vehicle warranty law. ******** violated the law and therefore voided the limited used vehicle warranty law with this unauthorized repair.
  
  Thereafter, it appears that over two months later and after the limited used vehicle warranty law had expired, East Coast took the vehicle to an unspecified dealer which allegedly surmised that the block could be cracked, or it could be a head or just a gasket. Regardless, the vehicle was never returned to H&E for diagnosis during the limited used vehicle warranty law.
  
  The sales staff of H&E has built its fine reputation in the industry and community through many years of business and both fair dealings and hard work with its customers. H&E has always taken whatever steps that are reasonably necessary in order to resolve a particular dispute or problem that *** arise even though it is through no fault of the dealership. Pursuant to M.G.L. Ch. 90 sec. 7N, a dealership is required to accept the return of an automobile if it fails the inspection test, within seven (7) days of the vehicles registration and the alleged defects are itemized, signed and executed by the inspector documenting that the costs of repairs would be in excess of ten (10) percent of the vehicle's purchase price. Alternatively, ******** would be entitled to a refund of the vehicles purchase price in the event that he had returned the vehicle to H&E on three or more occasions for repair of the same covered defect. This he did not do. Moreover, the vehicle was not out of service for the requisite period of time under M.G.L. Ch. 90 sec. 7N1/4. ************ ******** has not met the requirements for refund under M.G.L. Ch. 90 sec. 7N1/4 nor 7N and H&E is under no legal obligation to repurchase the vehicle.
  
  This response is being made without prejudice to any of the rights of H&EI and shall not be deemed to be or construed in any way as an admission of liability in this matter. Thank you.
  
  Very truly yours,
  
  ***********************
  

  
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2013 ******* Santa Fe last November. I took it for 2 test drives no check engine light. As I live 45 minutes away when I drove the car home the check engine light came on. Because of covid lockdowns they could not get the computer part. Do I have intermittently been back several times. After 6 mos or so they determined it was not a sensor but a small leak which was supposedly fixed. Drove it home light back on again. Had to bring it back a few weeks ago so they could get the code to make sure it WS same problem. Talked with service again they were supposed to take it back and give me a loaner the week of veterans day. Told me they would call. U have not heard back yet again. It is very difficult for me to be in touch with them as I am a caregiver that is up until 4 am and I am also in fair shape myself with my own issues. I do have dome backup but unfortunately all the phone calls do not show up in logs. Needless to say my care did not pass inspection so it is considered driveway art and I drive when necessary. I struggle to make time to even get in touch with ****** ad they are still working covid scheduling and I cannot extend emissions code failure for legally driving this car. I hope that you can help because I spent ***** on a car that I perceived as reliable and I cannot legally use it now.Can I please submit backup by email because I have an older phone without certain capabilities.

  

  Business response

  12/18/2022

  Unfortunately do to Covid-19 supply shortage the parts that were ordered just came in on 11/30/2022. The customer was notified and dropped the vehicle off for repairs. We supplied the customer with substitute transportation in the interim. The vehicle is an our local ******* dealer for the repairs due to required ******* software to remedy. Once the vehicle is complete the customer may drop off the loaner vehicle and pick up the repaired vehicle.
  

  
  

  Customer response

  12/21/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Although, yes  my vehicle is in for repairs,  it has been a week and a half since I have returned the ******* for repairs.   The repair mgr at Huggard and Ewing called last Friday with  an update  and stated there was a pinhole leak (don't  remember where he said) and stated that it should  be done by Monday with Wednesday being the latest.  The vehicle has not been returned and repaired as of this time.  At this  point,  I don't  know when it will  be completed. 

  

  Business response

  01/06/2023

  The vehicle has been repaired and returned to the customer. The loaner vehicle provided by ********************** & ********************** has been returned. This situation was certainly unique to say the least. We have never experienced a pandemic in this business before and or the supply chain issues it caused. Furthermore the vehicle had to be repaired at ******* due to the software, making us at their mercy. We are glad this is behind us now and the customer can focus on enjoying her new vehicle 

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased used car 08/18/2022 paid $13,140.81 Business committed to provided fully working vehicle Vehicle needs new Engine, Vehicle failed Mass Inspection Business has not tried to resolve this to our satisfaction (Refund)Several things were wrong with this car, it now needs an ENGINE.Has only been used 2 days since purchasing the vehicle Owner refuses to return my calls See detailed description of all events attached.

  

  Business response

  09/19/2022

  The customer failed inspection due to a catalytic convertor, Huggard & Ewing replaced the catalytic convertor and returned the vehicle to the customer. After having the vehicle back for a short time, unfortunately the engine failed. The vehicle is covered under ******* factory warranty and the customer chose to have ******* replace the engine with a new one. ******* Corporate denied the claim for a new engine. Huggard & Ewing will be issuing the customer a full refund.

  Customer response

  09/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/18/22 I brought a 2018 **** Fusion with approximately 37k miles on it. 7/24/22 my headlights went out because water was going on there , I notified them and they offered to change it.7/31/22 my engine light came on the dashboard. It read engine fault service now . I told them and they were very dismissive. They finally agreed to scan it and they gave it back with no engine light. ******************* and ******************* assured that the car was fully serviced and there were no codes when they scanned it. On 8/29/22 , my car completely shuts down while Im driving. I towed it to them and **** confirmed it needed a new engine and told me this might have happened due to my recent oil change. I noticed valvoline and they sent technicians to Check and it wasnt the oil change. **** told me I would have to put money toward the cost if they fix it . When I refused.They told me to take it up with the manufacturer.

  Customer response

  09/18/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  09/19/2022

  Prior to the sale of the vehicle, Huggard & Ewing conducted a multi point inspection and replace the rear brake rotors & pads, windshield wipers, and changed the engine oil. *************** purchased the vehicle on 7/18/22. On 8/2/22 *************** brought the vehicle in for the headlamp assembly & check engine light. Huggard & Ewing installed the headlamp assembly and scanned the vehicles OBD system and found zero codes both present & in the history of the vehicle. On 9/1/22 *************** had the vehicle towed to Huggard & Ewing with engine concerns. Huggard and Ewing pulled the oil dipstick and noted the oil level was overfull by a quart or more from the factory specifications. *************** informed Huggard & Ewing that she recently had an oil change done a Valvoline. If oil is overfull it can cause extreme damage internally to a vehicle. Huggard & Ewing drained the necessary amount of oil from the vehicle to get back to full level and noted pieces of the oil pump belt coming from the vehicle. The vehicle is covered under **** factory warranty. Huggard & Ewing towed the vehicle (out of courtesy) to local **** Dealership for repairs. 

*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. ↩