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BBB Accredited Business sinceAdditional Locations
Phone: (765) 459-0381 1220 E Boulevard, Kokomo, IN 46902
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A BBB Accredited Business since
BBB has determined that H E McGonigal Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for H E McGonigal Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Bureau of Motor Vehicles
100 N. Senate Avenue, Indianapolis IN 46204
Phone Number: (317) 233-6000
Type of Entity
Business ManagementMr. Rex A Gingerich, President Ms. Lisa Birkhimer, Vice President Ms. Debra Butcher, Executive Assistant Ms. Amanda Jollisse, Marketing Director Ms. Melissa Soper, Controller
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Auto Dealers - New Cars Auto Dealers - Used Cars New Car Dealers (NAICS: 441110)
Industry TipsBuying A Used Vehicle Contracts
1220 E Boulevard
Kokomo, IN 46902 (765) 459-0381 Directions
PO Box 3066
Kokomo, IN 46904
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I purchased a 2003 Cadillac DHS from McGonigal at the end of 2012. I bought the car there because of their Warranty Forever which provides coverage for the major power train portions of the car as long as maintenance is kept up. One requirement for the warranty forever is that oil changes be made by McGonigal or an otherwise pre-approved business. Another requirement is that tune-ups be made at scheduled times as well. When I went in for my most recent oil change (Wed. June 25th), it was seen that a previously known oil leak had gotten so bad that it would need that the engine would need a total reseal. I was told this would be covered under the Warranty Forever. I was ask to bring it in Monday June 30th at 8 a.m. Though I called to check on the progress on my car within a couple of days, no report was able to be given because the technician assigned to my car that day was not in. I was told I would receive a call the next day with an update. I did not receive a call until Monday, July 7th, at which time I was informed that nothing had been done to my car yet and that it was just discovered that day that Warranty Forever would not cover my car because I was over due (about 9,900 miles) for a tune-up, which was accurate. While I understand that I disqualified myself from the Warranty Forever and that getting the tune up done on time was my responsibility (with no help from the experts that regularly took care of my car otherwise), my complaint center's around the timing of when the first oil leak was spotted. The oil leak was spotted at least 8 months prior to it become as severe as it was. When it was first spotted I was told that it was something that would be covered by the Warranty Forever and that they would keep an eye on it for me. I would ask about the oil leak when I brought the car into be serviced. Once I was told that it was leaking no more then the "typical North Star." Another time, I told the technicians that I had to put 4-5 quarts of oil in the engine before coming into get the oil changed. They never said that the engine needed to be resealed until after I had missed the tune-up which voided the Warranty Forever. While I do not believe this was on purpose, a reseal should have been offered for my engine months and miles earlier. According to service manager Kevin Polland, whom I talked to (after the fact) in regards to this complaint, McGonigal recommends reseals when leaks are found. This was never done for me. Nor was the leak "kept an eye on" as I was told it would be. I am not a car expert or even a novice. I am not mechanically inclined. I trusted McGonigal service department to do what they told me they would do and they did not do it. Now I face a $3,500 repair job (they did offer me a discount of $1,000 to lower it to $2,500). Moreover, I am upset that they had not problem telling me it was time to purchase a new cabin air filter a few months after I purchased the vehicle but they could not tell me when it was time for a tune-up, even though they keep all the records and such on the cars they work on. Also, I never received a hard copy of the owner's manual. I only received a link to an online version which was only successful in pulling up the manual once. Please note that the dates listed on the next page are approximate.
Desired Settlement: I want my car repaired at no cost to me.
The Warranty Forever Service Contract Company operates under the same guidelines as the manufacturer to determine the appropriate time to repair a leak. There are a few conditions that occur before a repair is diagnosed as a leak. If there were a broken component or line that causes an immediate fluid loss it would be fixed at the time of initial concern. If there is a gasket type of leak it typically begins as a seep, most all engines especially vehicles with higher mileage have one or more seeps that are considered normal. The process to determine if it is an actual leak is to clean off the area and continue to monitor it at each service interval. If the fluid begins to run down the side of the component in which it's located and drips on the ground it is then considered a leak.
Warranty Forever sends an adjuster to inspect reported leaks such as engine reseals to validate repairs similar to insurance companies in the collision repair business. Before we can submit an engine reseal claim we have to follow the process as described above; therefore we were required to monitor the seep and determine that it was going to actually develop into a leak. If we call a Warranty Forever Adjuster in for inspection before the leak diagnosis process has been followed the coverage will be denied.
In reference to the adding of oil between service intervals; GM has documented that one quart of oil consumption for every two thousand miles is normal. The North star engine has exhibited some characteristics of oil consumption as it gets later in its life cycle; the vehicles use of oil in itself does not determine the diagnosis of an external leak.
Because this vehicle no longer has coverage under the Warranty Forever Program we have offered to absorb $1,000.00 of this repair as customer goodwill. If you have any further questions please contact me at the number below or I can be reached via email at ************@mcgonigal.com.