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BBB Accredited Business since
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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 13 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 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMs. Patti Swope, President/CEO Mr. Frank Moody, Vice President/General Manager
Related BusinessesSam Swope Auto Group, LLC
AUTO DEALERS-NEW CARS AUTO DEALERS-USED CARS
This dealership is part of Sam Swope Auto Group, LLC
Industry TipsUsed Cars
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|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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Read Complaint Details
Complaint: A GMC Sierra 1500 was advertised on the internet for$36000. Went to the lot with the ad and drove the truck on Saturday, November 1, 2014. There was an issue with the truck and they repaired it the following Monday. They contacted me that the truck was fixed. I drove back to Louisville on Monday evening and decided to buy the truck. When we sat down to do paperwork I was informed that the truck was $54000 due to an internet pricing mistake. The next day the internet price was changed to $58000. On Wednesday the price was changed on the internet to $47000. When I called and asked for the price Angie stated that the truck was $47000 and with discounts and add ons to the truck the total price was $55000. I have both the $36000 and $47000 advertised price printed. Both ads contain the VIN number and stock number of the truck. I have left several messages for ***** ***** but have not received a call back.
Desired Settlement: I would like to purchase the truck for the original advertised price of $36000.
We contacted our customer immediately when we received this complaint and I understood her frustration. She is correct about the pricing discrepancies that were on our website. We have outsourced a company to assist us with our Internet websites and they automatically post prices for our vehicles in accordance with our pricing policy. The price would have been accurate if there were not a $14,000 lift kit on the truck that raises the truck several inches higher off the ground. They evidently did not see that or recognize it. Additionally, prices change with incentives that we receive from the manufacturer.
We know from experience that patent clerical errors like this one can happen, and in order to fully disclose this possibility to our customers, we offer a declaration at the bottom of each inventory page that states the following, “Vehicle data on this website is compiled from publicly available sources believed by the publisher to be reliable. Vehicle data is subject to change without notice. The publisher assumes no responsibility for errors and/or omissions as to… price or warranties.” Due to a strong incentive at this current time, we can offer this vehicle (worth $55,000 with no discounts) to her for $42,500. This deal expires on December 1, 2014, or once the vehicle sells. This is less than one of the advertised prices she printed. I have made her this offer and apologized for the many prices she has seen for this vehicle. I would love to sell her this vehicle at the low price I can offer her for this limited time. She has my contact information and is welcome to contact me at any time. Thank you for your assistance with this matter. Sincerely, ***** *****
We know from experience that patent clerical errors like this one can happen, and in order to fully disclose this possibility to our customers, we offer a declaration at the bottom of each inventory page that states the following, “Vehicle data on this website is compiled from publicly available sources believed by the publisher to be reliable. Vehicle data is subject to change without notice. The publisher assumes no responsibility for errors and/or omissions as to… price or warranties.”
Due to a strong incentive at this current time, we can offer this vehicle (worth $55,000 with no discounts) to her for $42,500. This deal expires on December 1, 2014, or once the vehicle sells. This is less than one of the advertised prices she printed.
I have made her this offer and apologized for the many prices she has seen for this vehicle. I would love to sell her this vehicle at the low price I can offer her for this limited time. She has my contact information and is welcome to contact me at any time. Thank you for your assistance with this matter.
|12/3/2014||Problems with Product/Service | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
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
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.
Problems with Product/Service
Read Complaint Details
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.
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.