Complaints

This profile includes complaints for Stephen Wade Auto Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Stephen Wade Auto Center has 7 locations, listed below.

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  Stephen Wade Auto Center

  150 Hilton Dr St George, UT 84770-6737

  
• 

  Stephen Wade Auto Center

  1670 S Auto Mall Dr St George, UT 84770-6749

  
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  Stephen Wade Auto Center

  1792 S Black Ridge Dr St George, UT 84770-5566

  
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  Stephen Wade Auto Center

  1630 S Auto Mall Dr St George, UT 84770-6749

  
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  Stephen Wade Auto Center

  1724 S Auto Mall Dr St George, UT 84770-1894

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  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,
  
  *****************

  

  Business Response

  Date: 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.

   

• Initial Complaint

  Date:11/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unauthorized and undisclosed charges

  

  Business Response

  Date: 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

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have not recieved a phone call from the business. 
  
  Sincerely,
  
  
  
  ****** *******TIPLE times, left MULTIPLE voicemails to just try and have someone help us with our warranty that THEY sold us. We searched for answers, tried talking to ANYONE and NO ONE WOULD ever call back. We were without a car for over 60 days. Borrowing cars from family, anything we could do while our car was STUCK up north, while we tried to get a hold of anyone who would help. You would think that someone who sold us this car would try and help us or get us in contact with someone that could help. They couldn’t even return the MULTIPLE voicemails we left. We ended up getting a lawyer to look over our warranty, forgetting the extended warranty that Stephen Wade sold us and towing it to a different dealership to try and get help. They finally got the ball rolling and we were given AMAZING service from this other dealership. Within a week we had a diagnosis, plan and a date to get our car back. We deserve a refund from a crappy warranty that wasn’t able to be used. I will NEVER buy from them again

  

  Business Response

  Date: 11/14/2023

  The finance manager will be back in the office next Monday, November 20th and will call ****** to discuss cancelling the warranty she purchased in 2020 when she purchased the vehicle.  

   

  

  Business Response

  Date: 12/01/2023

  Daniel S********* did reach out to the customer and they visited about the situation.  The customer had a very rough time getting the Larry Miller dealership to help with the warranty.  According to Daniel she had the car towed to Hyundai and they replaced the engine.  She did get her engine replaced and now has the car fixed.  We apologize for the inconvenience and feel bad about the situation she was put in up north.  

  

  Business Response

  Date: 01/02/2024

  Dear customer,

  I spoke with both Daniel and the General  Manager at our dealership.  Unfortunately, we had no control over the situation you were in up north with the Larry Miller group and we cannot speak to that situation.  We did sell you a warranty that did pay for a new engine for your Hyundai.  The warranty was used up and is no longer available to cancel.  The warranty benefit paid out for the new engine.  So, the $2,500 that you paid for the warranty more than paid for the cost of covering a new engine.  Although, it was definitely inconvenient without a vehicle without the warranty coverage you would have had a much larger bill had you not had the warranty coverage.  

  We do want to sincerely apologize for not returning your call back when you needed assistance in finding a solution to your problem or in finding someone to help fix your car.  The General Manager will take your feedback to his team to discuss this situation on how to move forward in taking better care of our customers.  

   

  Customer Answer

  Date: 01/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they don’t even have the right information for their own response.
  

  We didn’t even use the Larry Miller dealership up north. This was part of the problem. If they would call me back or listen to the info, they would know the situation on what happened. I have called and continued to leave messages and still no reply as of 1/8/24. 
  

  I also checked with the actual dealership we used and with final bill and the complete engine that was replaced. They confirmed with us and can share the document stating that NOTHING was from the warranty that we bought from the Stephen Wad dealership. The $2500 that we spent to have an additional warranty was NOT used at all. At the point of this all happening the warranty was NOT used up. 

  Again it is disappointing that these responses have not been the correct info. 
  

  We are happy to have our attorney look over this if needed. 

  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 01/16/2024

  ******,

  I have spoken with Daniel at the Nissan store, and he has stated that he has spoken with you several times to help resolve the issues.  I did refer to Larry Miller because your vehicle was taken to the Larry H. Miller Used Car Supermarket in Sandy, Utah.  They checked your engine and from there your car was towed to Murdock Hyundai in Lindon, UT. Attached are two documents.  The Carfax with all the service and maintenance records and the second is the Total Care Auto Contract.

  The Total Care Auto is the warranty you are referring to that you would like a refund for.  As you can see on the document when you purchased the warranty in 2020 it was good for 72 months or 80,000 miles whichever came first.  You can also see that you paid $2,000 for the warranty not the $2,500 you originally stated in the original complaint. 

  When your engine was replaced under the Hyundai manufacturer's warranty your odometer was at 78,571 miles on 9/13/23.  The next service record was on 10/11/23 and the odometer was at 78,932.  When Daniel tried to potentially cancel the warranty there is no refund because the odometer was approaching the 80,000-mile mark.  A warranty is like insurance.  Your warranty expires when you meet one of these conditions.  It does have an expiration date so there is no refund available.  

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.