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Complaint Details
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Initial Complaint
03/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 3/23/24 @ Stephen Wade Chrysler Jeep Dodge Ram in St. George, UT @ approximately 9:45AM having come from Page, AZ 2 1/2 hours away. I questioned fees or numbers I am not seeing because it does not add up. I said I need my keys back for my intended trade because I needed to leave. He (Alfredo A*****) went with the paperwork & came back in an elevated near yelling voice and tone in the middle of a public space saying "we don't want to do business with you, get out of here" for which I felt VERBALLY ASSAULTED & have NEVER experienced at any dealership/anywhere else for that matter. This is about 11:30AM. I never rose my voice or showed aggression to elicit such a response from a place of business as a whole or a single individual representing the business. I did also question all of their advertised incentives & APR & felt uneasy because the information was not straight forward and transparent. SW CJDR advertised 6.45% apr/60 months on the 2024 Jeep Overland I specifically wanted. The SW Auto Center main site for the vehicle presented an advertised 5.99%/72 months. Yet at the dealership only had 6.9% presented as the lowest possible APR factoring in that I do have 820+ credit. They initially said that they could not even find the 6.45% advertised on their own site so I provided a video navigating their own website to the promotion which actually had the exact VIN of the vehicle I wanted listed as the sample for the rate incentive on top of the $4K cash incentives and dealer discount SWAG price which they couldn't even provide on the initial deal sheet in person on 3/23 which is well advertised, documented and valid. I left without doing business with them and quite *****ly would never do business with a Stephen Wade Dealer at this point. I wanted that Jeep today, stock ******* VIN#ending in ****** and if they would have been forthcoming and transparent I would have come home with the Jeep at near what I expected. see attached full complaint description.
Business response
04/03/2024
Bill W**** the General Sales Manager did talk with Mr. ****** yesterday and listened to his concerns. They have worked out a date and time for Mr. ****** to come in and look at a vehicle he is interested in purchasing.
Bill said Mr. ****** felt heard and they were able to understand one another and move forward. Mr. ****** is coming back into the dealership this Saturday. We appreciate Mr. ****** giving us another opportunity to earn his business.
Customer response
04/06/2024
Complaint: ********
I am rejecting this response because:I did speak with Mr W**** and I was ready to put a deposit on the vehicle after having been given exactly the numbers for the Jeep purchase I was expecting to see on 3/23. However this weighed on my mind heavily for 24 hours on how I was treated that day and to only be offered exactly where I should have been on a deal. Because incentives changed for April they acted like they were doing a favor by matching where the numbers should have been on the 23rd. I did not go through with a deposit or returning to the dealership because while being heard in the situation i experienced there was no lure to earn my business back and while I did not ask for anything more they should have dug deep sweetening the deal to earn my business, return business and dealership recommendation from someone who has purchased 8 new vehicles in 10 years. I still desire a new Jeep in the coming months and I just don’t see it with Stephen Wade even though they have or had the exact vehicle I desire to obtain.
Sincerely,
***** ******Business response
04/12/2024
Dear Mr. ******,
We appreciate your feedback and we are always looking for ways to improve our customer service. After we discussed the option of you returning to the dealership to purchase the jeep at the deal that we had agreed upon on March 23rd we should have explained that the incentives had changed, therefore prices were due to change. So even though we were giving you the same deal, we were taking a large loss to do so because of the monthly incentive changes. Bill W**** should have been more clear about communicating that to you. So, we were going above and beyond to earn your business so to speak we just didn't tell you. So you had no idea what we were doing to earn your business. If you would like to try again please reach out to Bill W**** and he would be happy to assist you. We do have to work within the parameters of the incentives and it has to make business sense for both parties. Thank you again for the feedback and working through this process. We look forward to assisting you in the future and hope you find the vehicle you are looking for.
Initial Complaint
01/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
December 18, 2023 we purchased 2 vehicles from Stephen ****. One Chrysler and One Chevrolet. At Chevrolet we were charged for two additional items that we were not made aware of. We were sent an email with electronic signature the following day. We had never signed anything electronically. Additionally one of the items we were charged $700 for isn't even installed on our truck. So $700 charge is theft. I have visited the dealer, emailed the dealer, phoned the dealer with zero response from anyone. At Chrysler we were also charged for items that are not even on our vehicle. At this point they owe me about $1,750.00. I recently spoke with several other people with the same exaxt experience. When management does not return calls or emails it is indicative they encourage this unscrupulous behavior, and business tactic.Business response
02/12/2024
After speaking with both the Chevrolet General Manager and the Chrysler, Jeep, Dodge, RAM, General Manager they will be issuing ************ a refund for the **** product since it wasn't installed on his vehicles. We apologize for this inconvenience.
In addition, Chevrolet will refund the maintenance package as well if he did not want that in his contract.
Customer response
02/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
11/23/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Unauthorized and undisclosed chargesBusiness response
11/28/2023
After internal review of the transaction, we have verified that disclosure of all products and cost were explained by our finance office. The customer, ****************, did review and sign the necessary documents to finalize the transaction.Initial Complaint
10/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a used car with a 90 day dealer warranty. Engine lost compression a few days ago as well as a misfire in no. 2 cylinder. Not willing to help.Business response
11/02/2023
Our General Manager stated they have offered to replace the engine at a very discounted rate. Our dealership has offered to fix the issue for 1/3 of the normal cost. They have been in contact with the customer regarding this issue.Initial Complaint
08/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
If you're choosing to have your vehicle serviced here make sure you have removed all of your personal belongings. I own a vintage furniture store and my truck broke down near the dealership. I was in the area to pick up a coffee table which was in the back truck bed moved all the way in the bed as close as possible to the bed with a locked hard truck bed cover over the bed. It took some time to get the truck back as I live 300 miles away. When the truck arrived back at my local dealership, I went with one of the service members to get the truck and opened the tailgate and to my surprise the coffee table was gone, but my tow strap was still there. Weird. Someone had to army crawl to pull out the table due to the locked hardcover. Of coarse, now we're in a situation no one wants to take responsibility. My sole purpose for traveling into the area was for that coffee table, sadly when my truck broke down my rental vehicle couldn't fit the coffee table to take it back home. I didn't know the type of dealership I was dealing with or I wouldn't have trusted them. I called the dealership 2 weeks ago and they said they would look at camera's etc...no one bothered to call me back.No resolution was presented from the company. Now I'm out my time and $400 for a purchased coffee table. If the company has criminals working there others must be made aware of this.Business response
08/23/2023
Our Service Manager at the *** Truck store said he did speak with ****************** and told the customer we did not take the table. Also, he said if we find the coffee table we will notify him. He has interviewed all technicians that worked on the customer's truck and they did not take the table. We do not have criminals working at our dealership. Our ************************* conducts thorough background checks when hiring employees.
The customer also didn't mention in the complaint that he had his truck towed by a 3rd party who delivered the vehicle to his local dealership. This process was over a several day time period so the table could've been taken during that time.
The Service Manager has interviewed all the employees that dealt with the car and he said we did not take the coffee table.
Initial Complaint
03/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In 2021 I bought a 2020 Chrysler Pacifica. 4 months later I had trouble with the battery while I was out of the state on vacation. During that incident I figured out the car I bought was also used as a rental car that I was not informed of. Now I am having issues after issues that have costed me over $5,000 in repairs. I am a mom of 4 young school aged children and have been out of a car for the last week while it’s in the shop. Stephen wade has been nothing but awful to us with no remorse of selling me a lemon. Please help.Business response
04/14/2023
After talking with the Chrysler, JEEP, Dodge, RAM Sales staff and Service staff our dealership has not seen your vehicle since we sold it to you. You do have a 100,000 powertrain warranty on the car. Please bring it into our service center so we can assist you in getting your car fixed.
Bill W**** from our sales department will be reaching out to you to discuss options.
Initial Complaint
01/23/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On Jan 9, 2023 I got online looking for a used vehicle.Stephen Wade Nissan popped up and began the search for used cars.A 2018 ******* Tucson caught my eye for a list price of $22,000 No where did it mention that this price was only if you financed through their dealership 100%On Jan 10, 2023 We arrived at Stephen **** and a salesman by the name ************************* met us. I presented the ad to him from my phone for the above car. Told him I was interested in this car at $22,000 He said "I know exactly what car you're talking about and in fact it's been reduced by $6,000 since it has been on the lot for 52 days" He said he would get his assistant **** and the keys so we could test drive. We test drove the car, asked questions about the car, before we left to test drive he asked for our full names and driver's license. When we returned he slid over a piece of paper with a monthly payment on it. I asked at that time what the percentage would be, He said he didn't know because he didn't pull our credit yet. I told him I may pay cash or finance a small part. He said "oh that would work" He left and came back with another payment of around $380 a month. I asked why the payment was so high and he said well, you'll owe fees on top of $24,000 for the car. We said no, the car is $22,000. He said no, that is only if you finance through us at 100% No down in order to get the the price at $22,000. At that point we were invested in the car so we went ahead with the deal at $24,000 but feel this is false advertising.There are issues we are trying to solve ourselves with the finance ***** as well but one issue they will not let us cancel as a service that we questioned upon signing ****** (finance person) said the $499 fee for NAC theft protection is required. I called my lender and ************* and they do not require this, but when I told ****** this he said "that's how I structured the loan, it is required" but he won't tell me by whom.Business response
02/02/2023
*** and ****** from the Stephen Wade Nissan Dealership have been communicating with the customer to resolve his complaint. The fee the customer is referring to has been refunded and the customer will receive a check.Initial Complaint
11/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
bought a 2020 Nissan Maxima. Needed a few things done. Bought every warranty went over car and discussed things that needed to be fixed before purchase. They supposedly "ordered the parts". a month and a half goes by. They act like someone dropped the ball and order didnt go thru. But other guy tells me they never ordered it at all. So they could wait for my warranty to kick in and try to have me use deductible to save them money and instead make me pay. I have called multiple times to check on parts and everytime they ignore or forget about me. I paid $36,000 something dollars for this car that I worked very hard to get. The car was sold with a bad tail light and they still havent repaired it. They told me they had to order a whole new housing and they are on back order. I keep getting pulled over for my tail light and theres literally nothing I can do about it until Stephen **** fixes it.Business response
12/28/2022
I apologize for the delay in responding. I finally received some information from my Chevrolet Manager. Below is our response:We have been working with the ***** on the issues that he was having on his vehicle. There was a communication issue at the beginning and we have resolved it. We have parts now to resolve his concerns. We are waiting to schedule an appointment to complete the repair.Initial Complaint
06/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Left messages for finance manager and general manager regarding a purchase last year. Sent 2 emails with no response. Need copy of the buyers order from the transaction to give to a mediation assistant at Mazda. I leased a 2021 Mazda CX-30 from that dealership in May 2021. The vehicle has repeatedly been out of service for repairs and I'm trying to come to a resolution with Mazda regarding the issue. The specialist assisting me is asking for a copy of the "Original buyer's order". Would you be able to provide me a copy of that document by email? The only document I have is the pink lease agreement, which they are also requesting a copy of. Thank you for any assistance you can provide. Anthony King VIN: ***************** Date of transaction: 5/22/2021Business response
07/12/2022
Mr. **** reached out to us requesting an original buyer's order for his purchase of a new Mazda CX30. We tried to contact Mr. **** and left messages to let him know that he had those forms in his original paperwork when he contracted with us. Bobby C*****, who printed the original contracts, tried to call Mr. **** when we first received his request to confirm exact documents needed but he did not hear back from Mr. ****. We have since scanned requested documents and emailed to Mr. ****. We consider this matter closed. Thank you.
Initial Complaint
06/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dealer handled warrant work and failed to reinstall braking system components. Dealer purchased another vehicle from me and a person to business sale and failed to complete paperwork properly and failed to pay as agreed.Business response
06/08/2022
The customer was contacted yesterday by *********************** at Chrysler, JEEP, Dodge, RAM to let him know we did receive the title to his vehicle and we mailed a check to him. We have asked him not to return to our place of business because he threatened one of our employees. We did contact him to let him know his check is on its way.
Per our policy and our process we do not ever cut a check to the customer until we receive a title.
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Customer Complaints Summary
24 total complaints in the last 3 years.
7 complaints closed in the last 12 months.