Complaints

This profile includes complaints for Swickard Shared Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Swickard Shared Services, LLC

  1650 Spring Gate Ln Ste 200 Las Vegas, NV 89134-6264

• 

  Mercedes Benz of Honolulu

  818 Kapiolani Blvd Honolulu, HI 96813

• 

  Gresham Toyota

  950 NE Hogan Dr Gresham, OR 97030

• 

  Swickard Honda

  19400 McLoughlin Blvd Gladstone, OR 97027

• 

  Swickard Volkswagen of Anchorage

  6115 Old Seward Hwy Anchorage, AK 99518

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:06/23/2025

  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.

  I sold my 2023 *** sportage to ************* of ***********. I was told by NOT ONE. NOT TWO. NOT THREE. BUT FOUR DIFFERENT PEOPLE on May 11 that I would be getting my check in two to four weeks. I confirmed verbally with all the people I worked with that day. I also have it in writing through text. May 18 one week rolls around. Nothing as expected. Two weeks goes by I check in. I check in week three with nothing. FOUR weeks they give me the excuse that the lien holder barely sent out the title. Two weeks almost still nothing. I call to see what is up. The manager now decides that no one ever told me that and said that its at least six weeks. ALSO he was extremely condescending and talked down to me the entire phone call. I said the check better come by Friday since youre promising this six week thing and keep breaking these promises. And the manager goes: oh what? Now youre coming in breaking legs? If I do not have my check in the mail by Friday or at least let me be able to pick up my check at the ****************** location, I will be pressing charges for failure to perform contract within reasonable time. For this is a breach of contract. ******** v. **********************, 985 So. 2d 56, 58 (Fla. 4th DCA 2008Restatement (Second) of Contracts.) This applies regardless of whether the agreement was written or done orally.

  Business Response

  Date: 06/26/2025

  Good afternoon ******,

  Thank you very much for your patience with the sale of your vehicle to us.

  First, I would like to apologize for the time spent waiting for your equity check and the lack of communication with our team. 

  It is my understanding that you have been able to pick up your check at the dealership this past Friday.

  Please let us know if you have any further questions or concerns and we may be of assistance.

  Thank you

  ******* *****
  Customer Experience Department
  **********************

   

• Initial Complaint

  Date:05/22/2025

  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.

  Much like the other post, I also have a warranty that needs to be refunded. It does state online 45 days. It has been much longer than that. I've had some communication with an employee who cannot provide me any answers. I've called Swickard who will not respond to phone calls. I've emailed one individual who just keeps saying he doesn't know and it may take a very long time.The local dealership's GM is never available and has always just left.I saw the reply from the other post but this is not a stand alone issue. They are doing the same thing to me.

  Business Response

  Date: 05/30/2025

  Good afternoon Mr. ******************* first would like to apologize for the experience you had with our team. This is not who we are or who we strive to be.

  I have some good news regarding your inquiry about the warranty cancellation. After doing some research and working with our cancellations team, there will be a full refund of $1695 sent to you within ***** business days. We apologize for the delay in getting this resolved for you.

  If you do have any further questions, you can contact me at ********************************************** Please have a wonderful day.

  Sincerely, 

  ******* *****
  Customer Experience Ambassador
  Volvo Cars of ********
  Swickard Auto Group

   

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23362209
  
  I am rejecting this response because: No refund has been provided. Upon following up you are now trying to reduce the amount and again dragging your feet on this matter. 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 06/20/2025

  Good afternoon *****,

  Thank you for your response and hope you are having a nice day.

  I understand that you have spoken with our General Manager, ***** *******, and he provided you with an update regarding your refund.

  Please continue to work with ***** until this is resolved. 

  Thank you and all my best.

  ******* *****
  Customer Experience Ambassador
  **********************

• Initial Complaint

  Date:05/16/2025

  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.

  On April 1718, I brought my vehicle to Swickard ****** for repairs and paid $1,800. The day after picking it up, I noticed ongoing issues and returned it for additional service on April 24. Following this second visit, I discovered that an item was missing from my trunk and I wasnt sure how long it had been missing. Believing it may have been removed during repairs and mistakenly not returned, I contacted the dealership to inquire about it. Despite several attempts, I received no response for nearly two weeks. Eventually, I did receive a reply and was able to retrieve my missing item. On May 14, I was contacted by the ******************************** and informed that my vehicle was one of nine that had been broken into while in Swickard ************ on April 18. And in fact my missing item was due to the break-in. At no point did Swickard ****** disclose this to meeven after I specifically reported the missing item from my trunk. Had I known about the break-in, I would never have returned to them for further service on April 24.I am extremely disappointed by their lack of transparency and failure to inform me of a significant incident involving my vehicle. Their omission left me as an uninformed consumer and reflects a serious lapse in accountability and customer care. I believe ******************** ****** has a responsibility to notify customers if their vehicles are damaged or broken into while in the dealerships custody. I respectfully request a refund for an ordeal that has been on going for a month. I hope that this issue can be addressed and that Swickard ****** implements better communication practices moving forward.

  Business Response

  Date: 05/16/2025

  Rakeb-

  I appreciate you taking the time to reach out regarding your experience with our Swickard Toyota dealership.

  I first would like to apologize for your experience with our dealership. This is not who we are or who we strive to be.

  We spoke with the store management team to gather more information about your situation. We discovered that the person who broke into your car and removed the foldable cart, has been breaking into vehicles on several dealership lots in the area. He was arrested in possession of several stolen items and admitted that some of them came from our lot. There was no damage to the vehicle, so we had no way of knowing that your car had been broken into and that the cart belonged to you until you contacted us asking about it. Additionally, law enforcement instructed our store not to discuss the break-ins with anyone because, at that time, it was an active investigation. We were just following protocol and the request of the law enforcement.

  Our Service Manager (and you reiterated this in the BBB complaint) tells me that you have now requested that the cost of your repairs be refunded to you. Given that there was no damage to your vehicle and the item was returned to you unharmed, and understanding that the repairs have been competed properly, I'm afraid that we will not be able to accommodate the request for a refund.
  

  We value your business and look forward to serving your automotive needs for many years to come.

  If you have any additional questions, please, don't hesitate to reach out to our Service Manager, Matthew Stroud at [email protected].

  Thank you.

  -Alex Nielsen
  Customer Experience Manager
  Swickard Toyota
  Swickard Auto Group

  Customer Answer

  Date: 05/19/2025

  Complaint: 23336405
  
  
  
  Hi Alex,

  Thank you for your prompt response and for taking the time to investigate the situation. The reason I am continuing to pursue this matter is due to the significant communication failures I experienced throughout this process that, in my view, do not reflect the level of service one should expect after investing time and money at Swickard Toyota.

  The issues began the day after I picked up my vehicle, when I noticed continued problems with my car. While I was initially willing to accept that as an isolated incident and brought my car back, further concerns arose when I discovered a personal item missing from my car. Despite reaching out to the service manager I had been working with, someone who had previously been responsive, I received no replies to my messages or phone calls for nearly two weeks. This lack of communication was troubling. Why did they suddenly become unresponsive when asked about a missing item when they had previously responded to other questions? 

  Eventually, I was able to recover my missing item, and at that point, I was prepared to move on. However, I was later contacted by Detective Vick from the Edmonds Police Department, who informed me that my vehicle had been broken into while on your lot. She expressed surprise that this was the first time I was hearing about the break-in, stating that, to her knowledge, customers should have been notified. When I relayed this conversation to Matthew Stroud, he suggested it may have been a misunderstanding. To that end, I would appreciate it if you could clarify which law enforcement officer directed Swickard Toyota not to inform customers of the break-ins because according to the detective I spoke to we should have been notified. A timely notification when I picked up my car could have allowed me to look through my vehicle to see if any items were missing. By keeping this information from us, Swickard Toyota, left us uninformed about potentially missing items from our vehicles. 

  Additionally, could you confirm whether my car was locked and secured while it was on your lot overnight on April 18th? I ask because when I returned to pick up my vehicle for the second time on April 24th, I found it parked in front of the dealership, unlocked and unsecured which makes me wonder if my car was also unsecured the night it was broken into. 
  

  Given these circumstances, I believe Swickard Toyota's handling of the situation has been negligent and inconsistent with the standard of care expected from this dealership. I respectfully request a reconsideration of my refund request.
  Thank you for your time, and I look forward to your response.
  
  
  Sincerely,
  
  Rakeb Million

  Business Response

  Date: 06/12/2025

  Hi Rakeb-
  
  Thank you for your response.
  
  I completely understand your frustration and I apologize for
  that.
  
  After further research and speaking with Matt, he informed
  me of the whole situation.
  
  Once he was notified of the break-in and the police arrived,
  they informed Matt of what happened. Apparently, this is a professional
  criminal, who is now since been arrested, and was caught on a different property
  with personal information and items belonging to multiple people. Our lot is
  extremely secure and has an 8-foot wall with barbed wire running across the top
  of the property. It is very difficult to climb the wall and break through the
  barbed wire (although now we see it’s not impossible). Three different detectives
  (he didn’t capture their names, and I can’t find the police report) told him
  that the PD department would be contacting all customers that were potentially affected,
  and we should not engage as this was an active and ongoing investigation.
  Additionally, there was sensitive information that they had recovered, and
  wanted to verify it was that person’s property and that it was returned to the
  rightful owners. Matt was following the direction of the officers. I am sorry
  if there was any miscommunication regarding this, as this is not a common occurrence
  that happens at Swickard Toyota or any of our other dealerships across the country.
  
  In regards to the scooter, coming to find out was yours, that
  was found in some bushes on our property. We had no idea who’s it was and no
  way to trace it back as other items from other places the criminal hit within
  the same night were found on our property. I am happy that it was finally
  returned to you, but we honestly didn’t know where it came from or who’s it
  was, thus the lack of communication regarding that.
  
  In regards to your vehicle and if it was locked and secured,
  our standard policy is to ensure all vehicles are locked and safe from outside
  influences. Your vehicle was not within view of our CTV, but some of the other
  vehicles that were broken into on our property were locked and secured as well.
  I’d say with confidence that it was locked and secured.
  
  We are currently reviewing our current policies and procedures
  with our Corporate Security team to review and see where we need to make
  improvements and adjust to ensure if a situation like this happens again in the
  future, this same type of experience does not happen.
  
  Coming to the reconsideration of the refund request. Since you
  had paid for the work that was completed on the vehicle and your vehicle was returned
  to you in working order, and there was no damage to the vehicle from the break-in,
  we respectfully cannot honor that request.
  
  However, if you would like, I would like to offer you a
  complimentary detail and a complimentary oil change on your next visit, if you are
  open to that.
  
  Please let me know. And again, I cannot apologize enough for
  your experience.
  
  Thank you.
  
  -Alex Nielsen
  Customer Experience Manager
  Swickard Toyota
  Swickard Auto Group

• Initial Complaint

  Date:05/12/2025

  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.

  I saw an online listed price for a used Tacoma and went to the dealer to buy it. They increased the price by $10,000 and said it was a mistake (for sale price was fair market value for an 8 year old truck.) Once at the dealer they offered me $1,800 off of the increased price for 24 hours. When I got home before making my decision the increased the price an additional $2,000 on top of the first $10,000 increase. This is false advertising and price gouging.

  Business Response

  Date: 05/20/2025

  *****-
  
  I appreciate you taking the time to reach out regarding your experience with our ************* of Maui dealership.
  
  I first would like to apologize for your experience. This is not who we are or who we strive to be.
  
  After reviewing, one of our sales associates posted the truck on ******** Marketplace and accidentally flip flopped the miles on the truck and the asking price. He did catch it right away, corrected the mistake, and additionally sent you a message back informing you of the error and apologizing. Our sales associate responded back to your message in 2 minutes and wanted you to be aware before you made the drive to the dealership. You had seen the message, and the sales associate even attempted to reach out again attempting to confirm that you saw the message before you drove down to the dealership 10 minutes later.
  
  When you arrived at the dealership, we apologize for the mistake and offered a heavy discount on the truck for the inconvenience. You declined our offer and left.
  
  We have additionally opened up an internal investigation and will take appropriate actions to ensure this type of experience does not happen to any of our other current or future customers.
  
  Thank you.
  
  -**** *******
  Customer Experience Manager
  ************* of Maui
  Swickard Auto Group

• Initial Complaint

  Date:05/07/2025

  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.

  I brought a car from this dealership on 04/06/2023, and purchase an refundable extended dealership warranty. As of 04/06/2025, when I sold the car, the dealership & the warranty company are refusing to refund the money and citing some hidden causes that was not provided during the purchase of the warranty. Please see the additional details below: 1. During the purchase, I intended to purchase the ******** Certified warranty -- The dealership talked us out of the manufacture warranty, and convinced us to purchase 3rd party warranty 2. During the purchase, they stated clearly that the 3rd party warranty covers more items with $0 deductible, and is fully refundable when selling the car; However, they did not clearly state that once I filed the claim for repair, I will not be able to claim refund for the amount paid 3. During the purchase, the dealership did NOT provide a copy of the term for the warranty, did NOT state that refund is only possible under certain condition, their statement was "believe me, this is a much better warranty/deal than the *** warranty that you want to have" 4. After the purchase, when I submit the claim for certain repairs, the warranty denied my claim citing "seat is not fully covered", which I had to pay ~$1200 to cover part of the repairs 5. After making another claim, which the warranty paid full cost, I decided to sell the car due to other problem with it. When attempting to request refund, both the warranty company and the dealership refused to issue the remaining portion ($9200 paid for 5 years coverage, which used only 2 years). 6. They are stating that the $9200 warranty I paid to the dealer, is only $6200 at the warranty company; Since my claim had cost the warranty company >$6200, there is no refund; 7. This is very clearly false advertising and deceiving sells tactic from the dealership - Sold me 3rd party warranty when I intended to purchase manufacture warranty, false promises, false advertising

  Business Response

  Date: 05/08/2025

  Haibin-

  I appreciate you taking the time to reach out regarding your experience with our ************* of Wilsonville dealership.

  I first would like to apologize for your experience. This is not who we are or who we strive to be.

  We understand your frustration, but once a claim is submitted to the warranty company and paid out, per the contract terms, any claims paid are deducted from the refund amount. In this case, the claims paid exceeded the refundable amount, which means no refund is due.

  As for your concern about not wanting the product, the contract was purchased nearly two years ago, so I cant speak to those initial intentions as I was not there. I do apologize if there was any misunderstanding with the Finance Manager at the time. While I understand and empathize with your frustration, the contract language is clear, and we are following the standard terms of the products we offer.

  Thank you.

  -**** *******
  Customer Experience Manager
  ************* of Wilsonville
  Swickard Auto Group

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23299189
  
  I am rejecting this response because:

  The claim was submitted under the promise of fully refundable term, and not being informed that claim will affect the refund amount.

  If this was communicated clearly during purchase or during the repair, I would have chosen to sell the car without repairs, and recover the entitled refund.

  again, I would NOT submit the repair for those minor issues, if I was informed about the hidden loops (because dealership failed to inform AND provide copy of term during sells).

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

  Business Response

  Date: 05/20/2025

  Haibin-

  Thank you for your response.
  

  Like I stated in my previous response, I do apologize if there was any misunderstanding with the Finance Manager at the time. While I understand and empathize with your frustration regarding that any claims being paid out will affect the refund amount, the contract language is clear, and we are following the standard terms of the products we offer.

  We have additionally opened an internal investigation and take appropriate actions to ensure this is not a standard practice from any employee at the dealership and we are explaining all our products with the utmost transparency.

  Thank you.

  -**** *******
  Customer Experience Manager
  Mercedes-Benz of ***********
  Swickard Auto Group

   

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23299189
  
  I am rejecting this response because: your response indicated that you realized the behavior and practice was not correct/standard, and needs to be improved in the future. So your realized that I was not treated fairly, but still refused to issue refund to correct your non-standard business practice. Therefore, looks to me that you will not take any action, the response is just business language to response to me and BBB, and more customers will face similar issues in the future.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/30/2025

  Type:Product 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 vehicle from *** ****** on march 31st with a defective infotainment system and they promised to fix it then they scheduled an appointment on april 10th to take the vehicle back to them for the repair then they called me that my truck was ready and it was on a friday but the *** said the dodge was gonna keep it over the weekend to see it the battery drains so tuesday i went in to get my truck back they said the truck wasnt ready as theres more something wrong to it and a week passed they told me thaty truck was in for what they called a "star case" because the issue was unsolved and they still have my truck until today (april 29th) and i called them they said no updates on my vehicle yet.. i would just like to return my truck to them and cancel the transaction or a replacement.

  Business Response

  Date: 04/30/2025

  Rovi-

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

  I first would like to apologize for your overall experience. This is not who we are or who we strive to be.

  I have spoken with our leadership team at the dealership level and *** (our Sales Manager) is working on getting updates on your vehicle and will reach out ASAP to provide you with an update and will continue to update you (if needed) to ensure everything is working properly on your vehicle.

  If you have any questions, please don't hesitate to reach out to us or ***/**** at the dealership level.

  Thank you.

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

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23268728
  
  I am rejecting this response because:
  they just offered a more expensive vehicle and declined to buy back the 2019 ram 1500 i bought from them.. 
  

  Sincerely,
  
  Rovi **** ********

  Business Response

  Date: 05/27/2025

  Rovi-

  Thank you for your response.

  I understand that *** ******** offered to give you the exact ad price you paid for the truck as a trade-in value. You were looking at a few options at our other dealerships and we were waiting for you to select one of the trucks to move forward on.

  Please continue to work with *** with hopes that we find you a new truck to enjoy.

  Thank you.

  -**** *******
  Customer Experience Manager
  BMW of ******
  Swickard Auto Group

• Initial Complaint

  Date:04/21/2025

  Type:Product 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.

  I submitted a request for a cancellation of both a service contract and warranty for a ***** I sold on 2/10/25. It states clearly on the cancellation form that it can take up to 45 days to process. I am at 67 days. I have called the dealership and Swickard Corporate no less than 10 times and emailed no less than 5. Ive been told ****** ******* and several other people would call me back by the end of the day, and have never received a call back, not a single time. They owe me over $6000. They are legally required to refund after cancellation but are choosing to ignore me instead.

  Business Response

  Date: 04/30/2025

  Chelsea-

  I appreciate you taking the time to reach out regarding your experience with ***** Cars of ******** and our **************** staff.

  I first would like to apologize for your experience with our team members. This is not who we are or who we strive to be.

  I spoke with our cancellations team as well as our accounting office. It looks like there was an error with our online portal, which caused the delay. For that, I apologize.

  Our team was able to ensure they were cancelled, cut a check, and has been sent out. I verified that the check was delivered to your home on Friday, April 25, 2025. Here is the tracking number for your records as well: 8807 9363 3688.

  Please let us know if you have any questions. 

  Thank you!

  -**** *******
  Customer Experience Manager
  ***** Cars of ********
  Swickard Auto Group

  Customer Answer

  Date: 04/30/2025

   
  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

  Date:04/16/2025

  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.

  In October 2024, I purchased a 2019 ****** Tundra with ****** miles on it from ************* Maui. It had been modified. But I had no reason to believe that the vehicle was unsafe. I had reason to believe that the vehicle had been through their service department for a used car safety check. Unfortunately because this is just one of many vehicles, I did not notice that the tail lights were not working until months later. I informed the dealership and they instructed me to bring it in last week (Thursday, April 10, 2025). Two days later, I got a call from the service department that they had opened up an extended warranty claim on my behalf, which I not authorized regarding the tail lights. I explained to them that I had already given in great detail, what the issue seems to be based on information I had from another independent mechanic. *That mechanic advised me to go back to the dealership where I purchased because it was a hot mess of wires that had clearly been in that condition for a long time, according to him. They told me to pick up my vehicle as it was ready. I said what do you mean its ready? Did anyone look at it? The reply was, no. I responded to the service advisor that my vehicle was in fact not ready then. I told him I would come pick up the vehicle when I got a callback from the general manager. It has now been almost one and I have still not received a phone call. As a repeat customer, I am appalled at the lack of professionalism, integrity, comprehension, and responsiveness. I would like the dealership to have their mechanics inspect the vehicle and fix whatever wiring problem exists that creates the nonfunctional tail lights

  Business Response

  Date: 04/18/2025

  *********-

  I appreciate you taking the time to reach out regarding your experience with our ************* of Maui dealership.

  I first would like to apologize for your experience. This is not who we are or who we strive to be.

  I understand you have been working with ***** *******, our General Manager.

  Please continue to work with her regarding your situation.

  Thank you.

  -**** *******
  Customer Experience Manager
  ************* of Maui
  Swickard Auto Group

• Initial Complaint

  Date:03/17/2025

  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.

  I just left here without my vehicle after reaching an agreement 3 weeks ago. They wouldnt honor the trade in value quoted from their website and made me spend 2 hours in the dealership getting a new quote. That quote came in 15% lower than the bottom range. I was ready to walk and they met me in the middle. They had me come back in two weeks later when the vehicle was about to arrive and tried to drop the trade in value on me another ~10% at the signing table. They glossed past it probably hoping I wouldnt notice. When I called them out they explained the trade in quote they provided was not the appraised value of the car, but the value plus any tax credits. This was never the case. We were comparing prices with ****** and private selling, so trade in tax credit was never part of the equation. In fact, this value they ended up at was very close to their original lowball offer. I could hear them having the same conversation with an older couple next to me. Its clearly the **** to try to pull 10% off your trade in value at the signing table and hope that you either dont notice or are too pregnant with the deal.

  Business Response

  Date: 03/24/2025

  *****-

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

  First, I would like to apologize for your experience with our team. This is not who we are or who we strive to be.
  

  I have spoken with our leadership at the team and its to my understanding that when you first interacted with our team, we offered in the range of $21-$24k for your **** Maverick you were trying to trade in. You were looking for $27k and we couldnt go that high. Ultimately, ****** ********,Sales Manager, verbally offered $25k (plus the sales tax credits) to get you closer to the $27k you were looking for. I have attached a screenshot of our appraisal menu that shows the highest we ever offered was $24k (this doesnt include the $25k that ****** verbally offered you).
  

  You state that you completed our online form for your trade-in value. Do you happen to have a copy of that?
  

  You were inquiring about a new 2025 Grand Highlander, which we did not have on the lot, but we were able to locate and secure one from a different dealership at that time. We did not install our dealer accessories at your request, and we wanted to sell the vehicle at MSRP to you as well.
  

  We tried to go the extra mile for you to earn your business,and I am sorry that we were unable to reach a deal.
  

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

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23071646
  
  I am rejecting this response because: I have already forwarded the email with the $27k-$30k quote. That is why they came up to $27,500 for the vehicle. There was no discussion of the tax credit. The $24k was rejected and I walked away from the deal. That is when the sales manager came back with $27,500 to match the appraisal. $27,500 of APPRAISED value. Not inclusive of any tax credits (which provided by the state of ********** to me, not by your dealership). I would have walked away again if they only offered $25k. I already had offers that were higher. Your salesman lied.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/25/2025

  *****-

  Thank you for your response. Do you happen to have a copy of the email that shows that? I'd like to review.

  Can you attach to the BBB complaint?

  Thank you.

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

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23071646
  
  I am rejecting this response because: Following up with the requested email.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/01/2025

  *****-

  Thank you for sharing the email that you received.

  To provide some clarification, we utilize KBB as a third-party estimator tool to help give you a ballpark idea of what your vehicle would be worth. It's also contingent upon the information that is provided in the portal.

  One thing I noticed, is that you had labeled your vehicle as "Excellent." Almost no vehicles are in excellent condition. Even ones we are receiving from the manufacturer can sometimes be in "Very Good" condition. If you were to change that in the portal, that would probably adjust the range to be a little bit closer to what our offer was.

  To give you some background, when we purchase a vehicle or take one in on trade, they each go through our inspection and reconditioning process. Additionally, as part of our reconditioning process, we conduct a multi-point inspection, safety inspection, and at bare minimum we change the oil and filter on all vehicles. If there is any other work that needs to be done, we complete that as well. These are added costs that go into our cost of the vehicle.

  Essentially, it sounds like this was a difference of opinions on the trade value and how the values are calculated, and I apologize for any confusion.

  From the information I was able to gather from your statement to BBB, as well as our team at the dealership, our final, in-store appraisal offer was the $24k for your **** pickup. This, plus the tax credit you will receive through the purchase process, will get you closer to the $27,500 you were looking for (at the bare minimum).

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

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23071646
  
  I am rejecting this response because: The email was provided because it was asked for. The original complaint is about the quoted value for the trade in, versus the reduced value at the signing desk. This practice is dishonest and not how other dealerships in the state operate. The reduction in sales tax is not a bargaining chip for the seller to roll into their appraisal. This is the practice that needs to be corrected that led to the original complaint. The quote was given after the vehicle was inspected in person. The whole "Excellent" versus "Very Good" condition point is moot and a waste of time.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/05/2025

  *****-

  Thank you for your response and I apologize for misunderstanding the point of the trade-in value difference from what was discussed to what was shown to you at the time of signing.

  I have opened up an internal investigation with our HR team and will take appropriate action to ensure this type of behavior is not happening to any of our current or future customers.

  Thank you.

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

• Initial Complaint

  Date:02/25/2025

  Type:Product 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.

  07/29/2023 *** traded in my 2018 ******* Accent for a 2011 Jeep Wrangler before the first week of having the Jeep was up my check engine light came on and it was about a torque converter. I then took myJeep up to the shop in ****** at *** ****** to have it fixed and I was told that they fixed it however they did not. I have taken that Jeep in a total of three or four times. I have the text to show it. However, the dealership says that they only have the Jeep twice. I did ask before even a month of having the jeep if I could have the vehicle I traded in back and give them the Jeep back **** never got an answer on it. My cosigner and I left countless voicemails trying to get the trade-in car back and give them the jeep. We never got an answer so we hadto trade that Jeep in just to get out from under it because it was broken the whole time I had it and *** ****** never back to us.

  Business Response

  Date: 03/07/2025

  *******-

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

  First, I'd like to apologize for your experiences with us, this is not who we are or who we strive to be.

  I'd like to provide some clarity to your concerns.

  1. We have 2 records of your vehicle here with us. The first time was on 8/15/23 (a few weeks after you had purchased the vehicle) to address your engine light concern. We diagnosed the concern and replaced the fuel tank vent valve at no cost to you. The second visit was on 10/4/2024, more than a year later, regarding a check engine light and transmission concerns. We diagnosed that the transmission needed to be replaced, but the claim was denied by the warranty company due to lack of maintenance. The warranty company states that the transmission fluid was not changed at the recommended time, and it was ****** miles overdue. 

  2. We tried to help out and trade you out of the Jeep over a year later, but we could not get you approved through any lender.

  We had addressed all your concerns during your service visits except for the last visit where the warranty company denied the coverage.

  The last time we had heard from you was the incident with being involved in an accident with one of our loaner vehicles that was provided to you at no cost. You had hired an attorney for the loaner vehicle accident since you were responsible for paying the damages due to declined coverage and not having a rental car policy through your insurance.

  Please let me know if you have any questions. Thank you.

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

  Customer Answer

  Date: 03/07/2025

  Im not sure what information that is being requested now. Please let me know. 

  Customer Answer

  Date: 03/10/2025

  I do not have Text from when I was trying to call the dealership about getting my trade-in back and giving them the Jeep back. They were left as voicemails and then calls that I was told I would get a call back and never received one  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22988022
  
  I am rejecting this response because: I do not have Text from when I was trying to call the dealership about getting my trade-in back and giving them the Jeep back. They were left as voicemails and then calls that I was told I would get a call back and never received one  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/13/2025

  *******-

  Thank you for your response.

  We have multiple records of your credit being pulled along with the co-buyer you had to try and trade you out of the Jeep, but we were unsuccessful at finding a lender who would approve the loan.

  Thank you.

  -**** *******
  Customer Experience Manager
  BMW ******
  Swickard Auto Group

  Customer Answer

  Date: 03/14/2025

  I still would like to know why I never received a response as to why *** of ****** didnt give me back my trade in. Im just looking to see if anyone in that company would let me know why. 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22988022
  
  I am rejecting this response because: I still would like to know why I never received a response as to why *** of ****** didnt give me back my trade in. Im just looking to see if anyone in that company would let me know why. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/24/2025

  Hi *******,

  In the state of ******, there is no "******* off period." Once the contract is signed, there is no cancellation period after the sale. There can only be a cancellation if the seller agrees or if there is legal cause (see page 5 of the contract).

  We addressed your initial check engine light concern after you purchased the vehicle and repaired it at no cost to you and the vehicle was running perfectly fine when we returned it back to you.

  Thank you.

  -**** *******
  Customer Experience Manager
  BMW of ******
  Swickard Auto Group