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Sam Swope Buick GMC (Swope AutoCenter)

Additional Locations

Phone: (502) 499-4600 Fax: (502) 499-4612 7 Swope AutoCenter Drive, Louisville, KY 40299 http://www.samswope.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Sam Swope Buick GMC (Swope AutoCenter) 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for Sam Swope Buick GMC (Swope AutoCenter) include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 3
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Sam Swope Buick GMC (Swope AutoCenter)
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: August 04, 1998 Business started: 05/01/1960
Type of Entity

Corporation

Business Management
Mr. Dick Swope, C.E.O. & President Mr. Frank Moody, Vice President/General Manager
Contact Information
Principal: Mr. Dick Swope, C.E.O. & President
Related Businesses
Sam Swope Auto Group, LLC
Business Category

AUTO DEALERS-NEW CARS AUTO DEALERS-USED CARS

Additional Information

This dealership is part of Sam Swope Auto Group, LLC

Industry Tips
Used Cars

Additional Locations

  • 6770 Dixie Highway

    Louisville, KY 40258

  • 7 Swope AutoCenter Drive

    Louisville, KY 40299 (502) 499-4600

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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Complaint Detail(s)

6/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: bought a On on Monday later that day the check engine light came on and then I called them Tuesday and ask could they do a diagnostic on the vehicle so I took it in today and they did the diagnostics and bass just had me a sheet of paper tell me I have a transmission problem

Desired Settlement: I wish they can either fix the problem or give me my money back because this really puts me in a bind with me having a loan out on his car

Business Response:

Thank you for notifying us of our customer's dissatisfaction with our service to him. We have contacted him, and a resolution has been reached that is a win-win for all of us. He has indicated that he is satisfied with the outcome, which will require us to participate financially in his repairs. In addition, he is currently in a loaner vehicle that we have provided while we make those repairs. I have apologized to our customer for his experience.

We are happy to be able to continue our business relationship with him. Thank you again for your assistance with this matter.

Sincerely,

***** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As first time car buyers, we were not treated respectfully when one of the sales representatives (***** *****), failed to cover his bases before letting us drive off the lot in a 2009 Nissan cube. He told us that we were approved for a loan so we came in and signed all the paper work, handed over the down payment including a trade in, and were then told that everything went through and the car was ours. The next day we were told that we had to bring in proof of address for my fiancee who also happened to be the co-signer for my car. We were told that a piece of mail would suffice. The bank did not accept that as proof of address. The following day both me and my fiancee were harassed at work, being told that we had to fix this immediately or we would have to return the car. Both me and my fiancee tried to explain that it would have to wait until we could get free from work. They told us that until we got it straightened out we could simply drop the car back by the dealership. This did not sound very smart to me and my fiancee considering that they held the title to my old car, a down payment on top of that , and now they were going to have possession of the car they just sold us. We decided to let them know that we had no problem bringing the car back as long as they were willing to return the money that we had put down. We considered this to be fair, especially since it was not our fault that ***** had not done his job in clearing everything with the bank before telling us that we were approved and let us drive off with the car. We were then told that our requests were not going to be met because "that's not how they do business." We had been to the dealer ship a few more times trying to straighten this out. I felt very offended walking in there because nobody would speak to me or shake my hand when my name was the one on the car. I felt that this had to be due to the fact that I was a woman or that I was a younger person. The employees there seemed only to address my fiancee. After struggling to get some sort of resolve to the situation, we decided that we needed to consider other options. I spoke to ***** and told him that I just wanted to give up and return the car. He then attempted to threaten me saying that " my credit would be screwed and I would never receive a car loan anywhere else." He also added that I should consider my "unborn child"(he knew that I was pregnant and looking for a "baby friendly car") before cancelling this deal. That just completely crossed the line for me. First of all, I do not think its right to try and intimidate somebody just because they are young and vulnerable, and it was definitely insensitive to try and manipulate the fact that I am pregnant. Besides which, I may be a pregnant woman in my 20's but I am not an idiot. I will never ever deal with Sam Swope or its affiliates as long as I live in Louisville.

Desired Settlement: For this to go on public record for anyone who is considering buying from Sam Swope dealers.

Business Response:

I Wish I could apologize personally for any remarks Ms. ***** felt were inappropriate. I have personally counseled our sales associate regarding his posture with customers. I have called Ms. ***** several times and left messages. I am also truly sorry we were unable to gain approval with any lenders as we certainly hoped for and expected a favorable response.

If Ms. ***** would give me an opportunity to speak with her, I would love to have a discussion with her regarding her experience and what she can expect from us in the future. She can reach me at 502--*********

Please accept my apology for delaying this response and let me know if you need any further assistance on this matter. Thank you for all of your provisions for our customers and this company.


Sincerely,


***** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle from the Sam Swope Buick dealership on Hurstbourne, while the vehicle was under their warranty the check engine light came on. I took the car to them to have it repaired and they found that the o2 sensor was bad but did not have the part. They said they would call when the part was in but they did not call. I left numerous messages but they never returned the call. Recently I was able to talk to my salesperson and she asked me to drop the car off again to have it looked at, I told her that they knew what was wrong with the car that they needed to make sure that they had the part and I would bring it in and that I would like a call from the sales manager ****. Again no return calls to setup service appointment and the manager did not return my call. Also when I purchased the car they stated that the car had been through a safety and mechanical inspection but I found that the car had bad windshield wipers, dirty air and cabin filter and bald tires. This car was not safe or mechanically sound, we had to purchase 4 new tires, perform a front end alignment and the air and cabin filter and windshield wipers were replaced in order to make the car safe. Also the change oil light came on a couple hundred miles after we purchased the car. I feel that the mechanical and safety inspection was not done as they stated.

Desired Settlement: I would like the dealership to reimburse me for the tires, cabin and air filter and windshield wipers. I would also like them to replace the faulty o2 sensor that went out while the car was under warranty.

Business Response:

I’m very happy to inform you that the opportunity we had with Mr. ********** has been resolved and he is completely satisfied with the resolution.

Having spoken with Mr. ********** regarding his BBB complaint, we have replaced the oxygen sensor on his Camry and in an offer of goodwill we are making $500 in Swope Bucks available to him. The Swope Bucks may be applied towards any service work or parts purchase at any Sam Swope Auto Group dealership including Toyota of Louisville. Mr. ********** stated that he would accept the Swope Bucks as a complete resolution of his concerns.

As always it is our goal to exceed our customers’ expectations and I am extremely sorry that we didn’t do that for Mr. ********** the first time.

Sincerely,

 ***** *****

General Manager

Sam Swope Buick GMC

7 Swope AutoCenter Drive

Louisville, KY 40299

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Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8926342, and find that this resolution would be satisfactory to me.  The business has fulfilled the agreement and I consider this complaint resolved.

Regards,

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

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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