Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck that was not in sound mechanical condition at the time of purchase. Ill upload a timeline for details.

  Customer response

  01/13/2025

  There is no warranty on this truck. The major mechanical issue existed at the time of purchase. The computer was cleared before I inspected the vehicle, so there was no way for me to know this problem existed. Two dealers in *******, **, can confirm that this truck had an engine code before McHough's purchased it.

  Business response

  01/18/2025

  In regards to answering Mr. ******** complaint I will try to keep it brief.
  
  
   Mr. ****** purchased his vehicle from our South location on October 17th,2024. The vehicle was sold 100% As-Is and was told that at time of delivery. Mr. ****** has done an amazing job of bashing us through every channel he can. We have an amazing record with both the Attorney General / Auto Cap and the BBB as to how we take care of our customers with problems. We are number one in **************** in Used Vehicle sales and have done this through a high standard for customer care. 
  
   I am not going to go through the time line that Mr. ****** submitted but will just summarize the key points. Mr ****** had some issues about 100 miles after purchase and we told him that we would gladly look at it and see if we can offer him some assistance. We ended up sending it to a diesel shop and they looked at it and gave us some guidance as to what we might do. We took his advice and tried to repair again. We are at the mercy of outside vendors and dealers because we do not service **** Diesels on a regular basis to even know what to look for. We were informed about a problem with **** Diesels when a disaster set of circumstances happen. This is not what happened here. The vehicle still runs and the high pressure pump still works in the truck to operate it. He presented a offer for a resolution with a shop called FAR FROM STOCK. Meaning they are all aftermarket or high performance parts. None of which I plan to contribute to. I too reached out to a local **** Dealer that agreed if the pump had not exploded we could replace just the high pressure pump for $3392.55 should we decide to do that.
  
  
   I think it is important to know that we made Mr. ****** a offer of return when in fact we owed him nothing. I simply offered to buy it back, and reimburse him for any thing that he may be out as long as he could produce receipts. I was informed that he replaced the rims and tires and I told them to put the others back on. At time of delivery the rims and tires were okay and not in immediate need for replacement. I was shocked that he invested this kind of money in a vehicle he says he could never drive. To reiterate what I offered to him was full reimbursement and any refund of down payment, any payments made to lender and even agreed to eat the sales tax of $2660.75 that is not refundable by the State of Ohio. On an As-Is purchase that is just not something that most Dealers would ever offer. 
  
  
   In closing I have offered Mr. ****** the opportunity to back the sale out. I would prefer to do that then partake in any repairs that are being done by an outside vendor. I believe that we made a offer more than fair for all parties and allows him a path to get out of his purchase. The only other offer would be to replace the high pressure fuel pump and split the cost at $3392.55 or lower. Asking us to pay $12,000.00 for repairs is just way out of line.
  
  
   I will be attaching all the Documents from the time of sale and warranty information that Mr. ****** was offered at time of sale and declined as well. 
  
  

  Customer response

  01/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22786165
  
  I am rejecting this response because: 

  I have responded to the dealer. Please see my responses below in (Red)
  
  Mr. ****** purchased his vehicle from our South location on October 17th,2024. The vehicle was sold 100%As-Is and was told that at time of delivery. Mr. ****** has done an amazing job of bashing us through every channel he can.
  
  (I am simply sharing my experience with the general public about my experience with McHughs. If McHughs sees this in a negative light, then perhaps I have exposed some shady tactics that they dont want the general public to see.)
  
  I am not going to go through the timeline that Mr. ****** submitted but will just summarize the key points. Mr ****** had some issues about 100 miles after purchase and we told him that we would gladly look at it and see if we can offer him some assistance.We ended up sending it to a diesel shop and they looked at it and gave us some guidance as to what we might do.
  
  (You will see in my timeline where they told me their plan was to send it to an outside shop but never did. They only consulted with this shop, who is a friend of the dealer.)
  
  We took his advice and tried to repair again. We are at the mercy of outside vendors and dealers because we do not service **** Diesels on a regular basis to even know what to look for. We were informed about a problem with **** Diesels when a disaster set of circumstances happen. This is not what happened here.
  
  (McHughs would not be able to make this determination without pulling the volume control valve, which they did not do.)
  
  The vehicle still runs,and the high-pressure pump still works in the truck to operate it.
  
  (The truck would only operate under low fuel consumption conditions. This is because the pump was internally coming apart, sending metal shavings through the system. Just because the pump would pump some fuel in no way indicates that the pump still works.)
  
  He presented an offer for a resolution with a shop called FAR FROM STOCK. Meaning they are all aftermarket or high-performance parts. None of which I plan to contribute to. I too.
  
  (Just because a shop does high-performance parts does not mean that thats all they do. They also do OEM fixes. Yes, some of the parts that Far From Stock quoted were not OEM, but the pricing was in line with an OEM fix. I have attached a quote for the **** recommended fix from ***** **** in *************, **.)
  
  reached out to a local **** Dealer that agreed if the pump had not exploded, we could replace just the high-pressure pump for $3392.55 should we decide to do that.
  
  (Im not sure what information McHughs provided the **** dealer they reached out to, but both the **** and Chevy dealer in *******, **, diagnosed the vehicle with a failing fuel pump with a contaminated fuel system with metal shavings, before McHughs even purchased the truck. When I talked to **** and Far From Stock and told them about the codes along with the fact that there were metal shavings in the system, both of them said that it would need a full fuel system. I now have four unbiased recommendations that the full fuel system needs to be replaced.
  
  McHughs has repeatedly told us that they dont have any in-house expertise on this truck,so Im not sure how they can justify such a strong opinion on whats needed to fix the truck.)
  
  I think it is important to know that we made Mr. ****** an offer of return when in fact we owed him nothing. I simply offered to buy it back and reimburse him for anything that he may be out as long as he could produce receipts. I was informed that he replaced the rims and tires, and I told them to put the others back on. At time of delivery the rims and tires were okay and not in immediate need for replacement. I was shocked that he invested this kind of money in a vehicle he says he could never drive.
  
  (Here we are again with misinformation. The wheels were never replaced. I replaced the missing hub caps on two of the wheels. I put new tires on the truck due to there being three different mismatched tires on the truck, two of which were getting close to the end of their lifeone that wouldnt hold air and another that had two metal objects in the tire. I no longer had the old tires to put back on the truck and would have been stuck with four tires that I couldnt use.)
  
  To reiterate what I offered to him was full reimbursement and any refund of down payment, any payments made to lender and even agreed to eat the sales tax of $2660.75 that is not refundable by the State of Ohio. On an As-Is purchase that is just not something that most Dealers would ever offer.
  
  (If I had accepted this offer, then I would have been out the money that I had already put into the truck:
  Tires: $2,396.95
  Lug nuts (old ones were unsafe due to being rusted): $75.60
  Fuel filters: $90.73
  Air filter: $39.73
  Hubs (two were missing): $100.00
  Wipers: $60.00
  Gauge cluster lens (old one was cracked): $30.00
  Low-pressure fuel pump: $120.00)
  
  In closing I have offered Mr. ****** the opportunity to back the sale out. I would prefer to do that then partake in any repairs that are being done by an outside vendor.
  
  (All repairs are already done including the fuel system. This is not an option.)
  
  I believe that we made an offer more than fair for all parties and allows him a path to get out of his purchase. The only other offer would be to replace the high-pressure fuel pump and split the cost at $3392.55 or lower. Asking us to pay $12,000.00 for repairs is just way out of line.
  
  (Before escalating this case to the Attorney General, Better Business Bureau, and online platforms, I requested that the dealer cover half of the repair costs ($6,000), which they declined. Given the extensive time and effort I have invested in resolving this matter, I am now requesting full reimbursement for the repairs. If a resolution cannot be reached, I will continue to explore all available avenues to ensure this issue is properly addressed and to inform the public.)
  
  I will be attaching all the Documents from the time of sale and warranty information that Mr. ****** was offered at time of sale and declined as well.
  
  (This isnt about warranty. This is about a preexisting problem with a vehicle that a commercial dealer sold.)
  
  
  Regards,
  
  ****** ******

• Initial Complaint

  02/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle on the 19th of February 2024. I took the truck to a mechanic to look at it, he stated there was a couple of things wrong with the truck. So, I contacted the salesman and told him what the mechanic said, and he said he would take care of it, that includes; the front windshield that was cracked, a tire that was not safe to drive on the road with, the back-up camera wiring and harnesses, a missing spare tire. He agreed to fix everything but the spare tire. He agreed that he would put a windshield on the truck that was after market, and I would pay the difference to get the mopar brand windshield. On the day the glass company came to install the new windshield, they told me the salesman has changed the amount he is paying from $422 to $370 so that I would have to pay more out of pocket. I reached out to the salesman, to ask what his reasoning was for changing the price and he instantly got offended and he cursed me out on the phone and threatened me and hung up on me. I texted him out of frustration cursing back because he is not doing what he said he would do. I called the manager to report the incident, and he said since I cursed at him back, he can't do anything. So, now they will not fix what they agreed to fix. My experience was once I paid them for the truck, they instantly got ignorant and dismissive. I am looking to get this problem resolved to what was originally agreed on.

  Business response

  02/23/2024

  Everything in which we promised this customer is being done as agreed. We have a customer we-owe in the deal that clearly states what is owed. I will not being going back and forth with anyone in regards to this case very long. I have the entire thread of text messages from both parties and he seems to have forgotten several texts leading up to that. I would like to have a e-mail where I can send a copy of this customers comments. And yes, my tolerance and compassion for this customer left the minute he threatened my employee. 

  Please give me a e-mail so that I can forward his comments. When his repair is complete he will need to pick up his vehicle and will NOT be allowed to return.

  Thank You , *** **** GM

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a 2018 vehicle that came with a 30 day 1000 mile warranty. We left for vacation and had a vacuum pump break rendering my brakes useless going down a mountain highway in WV. After getting a tow to a shop the car had to be left in WV to be fixed, we were picked up by family and taken back to Ohio. The car is within the 30 days/1000 mile window and they are refusing to cover repair cost. They state that particular part is not covered however we did not receive any paperwork even stating what the 30 day 1000 mile warranty covered. We thought we were safe having just purchased the car.

  Business response

  07/27/2023

   When the vehicle was purchased the customer was given a 30 day 1000 mile powertrain warranty free of charge. This warranty covers internally lubricated parts of the motor and transmission only. The customer was also offered a extended service contract that would cover most mechanicals and declined the coverage. The vehicle warranty sticker on the side of the vehicle stated the coverages as well as an additional service contract was available. In our file we have both a copy signed on the free powertrain warranty as well as a signed declination form on any extended coverages. At no time did anyone from McHugh indicate that the vehicle had any additional coverages. We encourage all of our customers to purchase the extended service contracts due to the high cost of repairs and the lack of available parts today. Although I am sorry that they had a breakdown we cannot however predict what might go wrong and when. If you have any questions please feel free to reach out to me.

  Thanks for your time, *** **** G.M.

  Customer response

  07/31/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20377974
  
  I am rejecting this response because: the vacuum pump is part of the engine usually on the cylinder head, is driven usually by the camshaft and suck the air out of vacuum system and convey this to the cylinder head or crankcase, and supplied with lubricating oil. It is part of the engine and is lubricated with oil. That falls into lubricated parts of the engine that they state is covered by the warranty. 
  
  Regards,
  
  ****** **********

  Business response

  08/30/2023

  I sent a check out standard mail for 78.00 in July. We put a stop payment on that check as it had not cleared and sent out a 2nd check for 78.00 on August 28th 2023. If they do not receive it buy September 7th they will have to stop in and we will hand them a check. They can contact their salesperson Vern and he would be happy to assist them.

  Thanks, *** ****

  Customer response

  09/03/2023

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  ****** **********

• Initial Complaint

  06/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  5/22/2022 my girlfriend and I walked into mchughs looking for a specific vehicle. We was offered $3000 for our trade in. The lady who helped us then told her she wouldn't be able to afford the current vehicle and proceeded to push us into another vehicle. When we said we was going to shop around before making a decision she pushed us into taking the vehicle everywhere we went. we went to dutros where I decided to buy another vehicle. It was near closing time when my girlfriend arrived back at mchughs. They had her sign paperwork faster than normal due to closing time. She later seen they gave her $1000 for her trade in instead of the $3000. Edmonds and kellybluebook both value the car between 3500 and 4000. We didn't understand why she was low balled so I went in took in the paperwork and they said anyone can pull up Kelly's or Edmonds. Also they charged 2 other finance charge fees. In the end her loan amount was same as the vehicle she was told she couldn't afford. She also wanted to go through a specific bank and was declined by that bank but mchughs told her they found a better APR instead of telling her she was declined. There was also and issue with the transfer case that they failed to disclosure during purchase. We are not happy with this process. They have had the vehicle in shop since purchase. They refuse to work with her in getting a different vehicle.

  Business response

  08/01/2022

  The trade was always 1,000.00 Was told it had issues and they were offered a 500.00 from the dealer where the vehicle was currently at due to service issues that were not going to be repaired. I look to see how long they were here for and the time stamp in Vins was for 4 hours. Talked to many family members that came into the dealership and answered all their question. The main discontent of one of the family members is that she wanted a Kia and it was what they paid for the Nissan. I explained the lenders are the one who woul approve or not approve a loan. The total number of payments of the Nissan incuding interest, Taxes, and fees would be close to the selling price of the Kia. The selling price does not include interest, taxes, and fees. If it was structured the same it would end up costing over 12,000.00 more.

  We were visited by family members after the sale and informed that this gentleman would be in and we should ignore him. He is clearly not up to speed as to what happened when we sold her the vehicle. She has yet to air one single complaint about the purchase. In fact she has spoken to Cindy in sales many times and appears to be happy. If she herself has any concerns we will gladly spend time with her so that she fully understands everything. The reality is that she is okay it is her boyfriend that appears to be confused.

  Please feel free to reach out to me if you have any questions or concerns. I am in the office every day of the week. I apologize for the late reply as I had emergency surgery and just returned back this afternoon.

  Thanks, *** ****

  Customer response

  08/10/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17437630
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *******

*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. ↩