ComplaintsforSwickard Shared Services, LLC

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased/Financed vehicle on 2/27/24. I never received a timely bank notice. Contacted bank (3/26), I was advised the dealer never finalized loan. Contacted dealer to advised, they admitted not filing paperwork, assured of next day with completed file. Dealer never called. I called a week later and nothing was done. My bank attempted to work with dealer over that last week, dealer stopped communicating. After 30 days the paperwork was void, Bank required new signatures/ purchase orders. I advised the dealer I do not want another credit inquiry and Im not signing new/ different terms. They pulled a hard inquiry 2 days later (NO AUTHORIZATION OR SIGNATURES). They sent an employee with old paperwork with errors and old dates for me to sign. This has not been fixed. They have wasted numerous hours of my time on phones and stress is causing health issues.

  Business response

  04/05/2024

  *******-

  I appreciate you taking the time to reach out regarding your experience with *********************.

  I apologize for the experience you had with our dealership surrounding finalizing your loan through BECU. This is not who we are or who we strive to be.

  I understand you have been in communication with my sales manager, *************************.

  Please continue to work with him as I have confidence, he will be able to help rectify your situation.

  Thank you.

  All the best,
  
  ***********************
  Customer Experience Manager
  **********************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My partner and I recently purchased a 2022 EV6 *** from ************************ on 3/23/2024. My partner prior to the purchase had expressed some tire concerns and on the day of purchase we brought this up but the ********** reassured us that the car was serviced and was in good condition. A week later we had a flat tire, and when we brought this concern to the ************* ********** they were not willing to work with us. We got the car towed to the nearest *** ********** in Olympia, had the car checked & we received a report from *** that not only did we have a puncture in one tire, that could not be patched but we also had a non EV rated Tire and *** recommended we needed 4 new tires. The cost to get the tires will be close to $1000, this is an expense that we did not anticipate especially after purchasing a new car just recently. We are really disappointed with how we have been treated.We emailed ************* Monday with this update and there was no response on this issue. This has really put a challenge on our day to day schedules especially work. We do feel like ************* does not care about our safety and how this is impacting us. It seems like they dont want to take responsibility. It has been a nightmare!I have attached some images of email exchanges and reports from both delearship.

  Business response

  04/04/2024

  Good afternoon *****,
  
  We appreciate you reaching out. I apologize for the lack of communication from our store. This is not who we are or who we strive to be.
  
  I have spoken with our General Manager, *********************************** about your situation.He has informed me that he has reached out to help resolve the situation.
  
  Again,I apologize for the situation and thank you for your patience and understanding.

  All the best,
  
  ***********************
  Customer Experience Manager
  **********************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in for the yearly service in june 2023. In august my check engine light came on. I immediately dropped by to see what happened. In september I scheduled an appointment to get it fixed. they told me that had to order the part and then theyd get back to me. January 10th I got a text saying my service was complete. I called to check - since the vehicle was in my possession. They gave me the run around until they said they had the part for my car. I showed up and talked to people in parts. they had no idea what I was talking about. said theyd give me a call the next day. the next day came and went. it wasnt until I called again on the 20th that they said they had the part I could come in to get it. I came in again and they said they could not give it to me, I had to get my car serviced at VW. so I scheduled an appointment. on my appointment date they told me it wouldnt take too long and then I never got any communication about what was happening. when I went to get my car they said it was not ready but theyd make an exception because they had the wrong part. At this point I wrote a strongly worded email to VW GM and Swickard himself. My vehicle is under warranty and they are refusing to help with this issue. I got a response and assurance they would help. this was feb 9th. since then I have called, emailed, and sent in service communication request. they are not responding. I am driving around on a check engine light. and I am just trying to get it serviced since I cannot go anywhere else until manufacturer warranty is over. I have also had this issue since september and it feels like they are dragging it out so they dont have to complete it before my warranty is over.

  Business response

  03/27/2024

  ********,

  I appreciate you taking the time to write in regarding your experience at Swickard VW of *********.

  I apologize for the lack of communication, lack of hospitality, and the inconvenience this has caused you.

  It's my understanding you have an appointment on Friday, April 5, 2024 to our dealership to finish up the repairs.

  If there is anything else you need, please, don't hesitate to reach out to us.

  Thank you for allowing us a second chance to earn your business.

  All the best,

  ***********************
  Customer Experience Manager
  Swickard Auto Group

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a horrific experience with this place. We brought a vehicle from here in late January. The throttle clip can off while driving. We took it in for servicing. We have a full powertrain warranty and just purchased this car. They want about $500 to replace a part that doesn't even cost $100 and won't take more than 30 minutes of labor. When we called trying to resolve this my husband and I were told the sales manager wouldn't speak with us. They refused to come down on the price or let us take our car without paying a $200 "diagnostic fee". We were basically told to kick rocks since it was a used car. No matter the fact that we just purchased it and were under the impression it had been inspected and everything was in working order. Because this vehicle was recently purchased, under warranty, and certified preowned we should not already be having to pay for these repairs. I am also incredibly disappointed that sales refused to speak with us so we could get clarification about our purchase.

  Customer response

  03/18/2024

  The business has agreed to cover repairs. They asked that this complaint and a negative ****** review be deleted. I am able to delete the ****** review, but not the BBB complaint. 

  Business response

  03/18/2024

  ******-

  I appreciate you taking the time to share your experience at Swickard ************************ of *********.

  We want each customer to have an enjoyable ownership experience, including the buying process and each service visit. I am sorry to hear that we fell short of your, and our, expectations.

  I have been working with our leadership to reach out to you and provide a resolution.

  Thank you.

  All the best,

  ***********************
  Customer Experience Manager
  Swickard Auto Group

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 15 2024 at 9:15 I took my 2019 ****** Tacoma for service at ******* ****** the same place that has serviced our truck since purchasing it from them. I dropped off and was told the transmission flush was due at this time and I declined the service. Then I was told my service today would be an oil change a multi point inspection a tire rotation as well as filter changes and fluid top off. When I picked my truck up I was told the tire tread was low. And that was all that was discussed at any and all points. As I went over my paperwork there was some requires immediate attention check points listed. There was also notes saying customer declined other ******************** that I was in fact never contacted about or were even mentioned. When I called they admitted that was wrong of them but offered no solution. This is the second time a situation of deceit and lies has happened with this particular business. They did correct the last incident but I dont think its safe or ok to do this to customers. I was never called, or reached out to as well as not talked to about any of this at time of pick up.

  Business response

  03/26/2024

  *********-

  I appreciate you taking the time to reach out regarding your experience at *********************.

  I apologize for your experience as this is not who we are or who we strive to be.

  *****************************, the Service Manager at *********************, has tried to reach out and has left messages to discuss your experience.

  I will have him try to connect with you again.

  Thank you.

  ***********************
  Customer Experience Manager

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This has been the worse most dangerous vehicle I've ever driven in my life. Literally scared to put on expressway or drive in snow windy days or ice. Often stuck slipping sliding. I've almost died at speed limit due to wind. It doesn't line wind or lines and continues to sway. I'm a women with a handicap and I don't recommend at all.

  Business response

  03/01/2024

  *****-

  
  I appreciate you reaching out regarding the current status of your vehicle. I apologize you're experiencing swaying and your vehicle not driving properly.
  

  I attempted to locate your profile within all of our dealerships, and I haven't been able to find your information.
  

  May I ask which dealership you purchased the vehicle from? Did you purchase under a different name? What is the year, make, and model of your vehicle?
  

  Thank you.
  

  All the best,
  

  ***********************
  Customer Experience Manager

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** case number: 23-34957 ******** PD case number: AK23109571 License plate: ****** October 10, 2023 at 2:30pm Dropped car off at dealership to get repaired.October 12, 2023 at 7:23am Car was stolen.October 13, 2023 at 10:01am Dealership texted ******* phone to approve charges. Charges were approved through website.October 14, 2023 ******** PD reported abandoned car, case number: AK23109571 October 20th, 2023 at 5:58pm Told me they lost the car keys and will call Monday to either provide a loaner or give me car back if they find the keys.October 23rd, 2023 at 4:43pm Told me he is getting a loaner car ready for me.October 23rd , 2023 at 4:55pm - Picked up Loaner car October 27th, 2023 at 5:15am *** notified me at my residence that my car was found at drug house/stolen.Vehicle was in the *** impound lot for several weeks while insurance and *** worked through the details of the case. Vehicle was then towed to our residence in Dec. 2023 where it was drug tested by an independent insurance contractor. Narcotics were found so our insurance paid to have in detailed. It was then assessed by Eagle River Automotive for damages. Finally, it was dropped off to VW Swickard on Jan. 3, 2024 for repairs to the interior of the vehicle. To date, VW Swickard has done nothing to make amends for the theft of our vehicle, nor their negligence and dishonesty.

  Business response

  02/29/2024

  Good evening, ****** & *****,

  Thank you for reaching out. I apologize for the entire experience you had with your Atlas as well as at our dealership. This is not who we are and not what we strive for.

  I understand you have been working with our General Manager, *************************** on a resolution for your outstanding concerns.

  Please don't hesitate to reach out to ***** for continued support and working together on a resolution.

  Thank you.

  All the best,

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

  Customer Experience Manager

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

   

  Customer response

  03/15/2024

  Hello, 

  Thank you for the follow up. I have not replied to this thread because the issue has not yet been resolved. Yes, VW has been in contact with us, however, we have not come to an agreement that would cover the issue of theft, negligence, and dishonesty on the part of VW regarding our vehicle that was stolen while in their care. This also includes an additional misplacement of our vehicle's car keys while our vehicle still remains in their care.

  We have not been able to use the vehicle since October 2023, yet we have had to continue to make the care payments on the vehicle. Is VW willing to cover the cost of those payments since October 2023? We have several documented instances of us reaching out to VW since January 2024 requesting that they complete the work they said they would do on the vehicle so that we may use it. We still do not have a vehicle. The total to date now is around $4,200 in payments on a vehicle that they are holding onto. Further, the worth of the vehicle when it was stolen was over $40,000. Unfortunately, that is not the number that VW is offering to make amends for their negligence in this case. 

  When we come to a reasonable conclusion from VW, I will certainly write back. 

  Thank you, 

  *****

  Business response

  03/26/2024

  ***** & ******,

  Thank you for getting back to us. I apologize the situation still is unresolved. I have spoken to *************************** and he has informed me that he has been in contact with you to help rectify the situation.

  Thank you.

  -***********************
  Customer Experience Manager

*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. ↩