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

• 

  BMW of Eugene

  2100 Martin Luther King Jr Blvd Eugene, OR 97401

• 

  Mercedes-Benz of Seattle

  2025 Airport Way S Seattle, WA 98134

• 

  Roger Jobs Motors Inc

  PO Box 430 Bellingham, WA 98227

• 

  Mercede Benz of Wilsonville

  25035 SW Parkway Ave Wilsonville, OR 97070

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:02/21/2025

  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.

  On Jan 15, 2025, approximately, I called ************* of ******** and requested service for my car that was under warranty. The bright lights were not working, there was a periodic high fan whirring sound in the engine, and the gas pedal needed adjustment and did not seem to engage correctly resulting in the car not moving or surging. I requested a loaner vehicle and was told one was not available until 2/4/25. I agreed to an appointment at 7am on 2/4/25 and was told there loaner would be available. I arrived at the dealership at 7am as scheduled. No loaner was available. I was on a tight schedule and explained I was assured loaner would be available. The service agent was not helpful, made no effort to provide me with the loaner, and said they weren't responsible. I had to take my car without repair. I have received no call or follow up from the dealership and have had to operate my car with these safety issues unaddressed.

  Business Response

  Date: 02/25/2025

  *****-

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

  First. I'd like to apologize for your experience. This is not who we are or who we strive to be.

  I have spoken with our Service Manager, ***** *********, and he is having our advisor ****** reach out to you to schedule a time that works best for you to bring your vehicle in, and we will ensure you have a loaner vehicle upon arrival.

  Thank you.

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

  Customer Answer

  Date: 02/25/2025

   
  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,
  
  ***** **********

  Customer Answer

  Date: 03/12/2025

  I agreed to resolve this matter several weeks ago based on the dealership agreeing to contact me right away, schedule a repair appointment, and make sure l have a loaner vehicle available.

  I have received no contact from the dealership and no effort to resolve this matter. I want to renew this complaint based on their delays and failure to respond to the warranty issues that are safety concerns.

  Please help! Thanks.

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

  Business Response

  Date: 03/31/2025

  Aloha *****,

  Thank you for your response.

  I followed up with our team and it looks like we had you scheduled on Wednesday, March 19, 2025, at 1:00pm with a loaner.

  Please let us know if you have any additional questions or need any additional assistance.

  Thank you.

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

  Customer Answer

  Date: 04/02/2025

   
  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:02/11/2025

  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 purchased a Yukon from the Anchorage GMC dealership and have experienced had a horrible experience. To start, I had a wonderful experience purchasing the vehicle around October. The team at Anchorage GMC did a fantastic job building my confidence in the purchase, assuring me that the vehicles were thoroughly serviced and checked, and that there were minimal issues with the cars sold here. I was excited to join the *** family after owning only Jeeps for the past decade. However, my excitement was short-lived.Within about 60 days, the Yukon started to exhibit significant stuttering. I took the vehicle to Wasilla GMC for a diagnosis, and they determined that it needed an " software update,". The issue soon returned and the dealership informed me to bring it in.During this time, I was about to begin an extended work trip after being promoted in my career, which would take me in and out of town for the next two to three months. However, attempted multiple times to schedule an appointment at both Anchorage and Wasilla GMC dealerships to address the problem, but each time, I was forwarded to the service center, left a voicemail, and received *no* follow-up callsEventually, I reached out to a local shop for assistance, and they confirmed that the transmission was indeed ruined. They also pointed out that the vehicle transmission fluid was overfilled, which they believe contributed to the transmission failure.Despite my best efforts to contact the dealerships again, I experienced the same lack of follow-upcalls forwarded with no return. I had no choice to goto a local shop again where the transmission was finally repaired after two appointments and a cost of $9,000 between service appointments and repair. Could hardly even afford this due to a upcoming ************* someone who oversees 120 retail locations, I cannot fathom how an experience like this could unfold for one of my own customers. The lack of integrity and follow-through is simply unacceptable.

  Business Response

  Date: 02/20/2025

  ******-

  I appreciate you taking the time to reach out regarding your experience with Swickard GMC ****** and Swickard Anchorage.

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

  I understand you have been working with **** *********, General Manager of Swickard Anchorage and we have worked to resolve your concerns.

  Please continue to work with **** as I have confidence, he will help address any additional questions or concerns.

  Thank you!

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

   

  Customer Answer

  Date: 03/02/2025

  Still working with the team on a resolution. They have been communicating well and we should have a completed resolution here soon.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22924405
  
  I am rejecting this response because: Still working with the team on a resolution. They have been communicating well and we should have a completed resolution here soon.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/17/2025

  Hi team,

  We have still been in communication with the guest. I just don't want this complaint to be closed and negatively impact us. Can we keep this open until the guest or I provide an update? Or how does this work?

  Thank you.

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

  Business Response

  Date: 03/17/2025

  Hi ******-

  I am glad to hear that our team has been communicative and has been trying to assist in resolving your recall concerns.

  I agree, we can keep this open until this is resolved.

  Thank you.

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

  Customer Answer

  Date: 03/17/2025

   
  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:02/03/2025

  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 my vehicle to the ** dealership ***** Jobs Automotive, here in **********, ** around July 11th, 2024. It is now January 31st, 2025 and the dealership has yet to fix my vehicle. I went to pay my balance on 1/22/2025 and to get some receipts form my glove compartment. The vehicle's battery was dead and since it has been sitting in their parking lot for months. I have paid them a grand total of $3177.45, the Manger ******* ******** (P ************ and email is ******************************************** stated I needed to go pick up the car and that I might need to have a wrecker tow it off the lot. Because as of 1/30/2025 the car was not starting or turning over and I quoted I took my car in to the dealership in July because my car had a check engine light and it was stuttering and idling very badly. Spark plugs, battery, starter ect. they said to leave the car and they would let me know what they found. I picked up the car and drove it home, now the issues were worst. The vehicle was accelerating on its own, with out me stepping on the gas, the temperature gauge increased to 200 from 0. This is all while the car was parked and i turned it on. At this point I have exuded my patience and I have gone through my savings with all these repairs the dealership has stated would fix my car. The manager said i need to go get my car and return the loaner and that the vehicle was not starting that i might need a towing truck to pick it up. I have uploaded the the FULL Problem since it was too much to fit here and the receipts i have corresponding with the dates i stated in my email. I can also send you voice messages or emails of the communication with the manager. Any help or guidance would be appreciated as I am alone in ********** and do not know who to ask or where to go next to resolve this issue.I am a Civilian Employee of ************** of Home Land Security.

  Business Response

  Date: 02/12/2025

  *****-
  
  I appreciate you taking the time to reach out regarding your experience with our *************** of Bellingham dealership.
  
  I'm sorry to hear about your ongoing concerns with your vehicle, this is not who we are or who we strive to be.
  
  I have spoken with ******* as well as ****** ******, our General Manager, regarding your situation.
  
  After further review, we have covered multiple diagnosis charges for you in efforts to pinpoint the ongoing concerns you are facing with your vehicle. Below is a timeline of events:
  
  July 11, 2024 Vehicle was brought in - this was an internalized diagnostic/repair visit vehicle was picked up on July 15th (equates to $195.00+tax).
  July 22, 2024 Vehicle was brought in, diagnostics were internalized (equates to $195.00+tax) - she picked up the vehicle July 24th after repair.
  August 8, 2024 Vehicle was brought back in When you came to pick up the vehicle on the 29th, the concerns returned.
  August 29, 2024 - we checked in the vehicle again and fully diagnosed September 11. Diagnostics were covered internally (equates to $195.00+tax). Advisors had phone calls and texts go unanswered for the repair until we closed the repair order on October 31st due to no communication. Customer responded with approval of repairs on November 2nd, when the new repair order was written.
  November 2, 2024 - We performed repairs November 8 and had further concerns, after speaking with VW Tech Assistance, the customer, and our Technical Field Manager, we recommended to perform the carbon cleaning. The diagnostics were then covered internally by the dealership (equates to $390.00+tax). We requested service history in December to gather a goodwill from ** with no response until January for partial records.
  
  Since the last recommendation (carbon cleaning), we have serviced the 12V battery by charging it and verifying the health as well as verifying correct tire pressure. This was also goodwilled internally (equates to $292.50+tax). At that time, we informed the guest that due to the recommendation of carbon cleaning and the below freezing temperatures, the vehicle is having a hard time turning over due to the restriction of air flow from the carbon hardening. Now that the temperature outside is warming up the carbon is a little looser allowing the vehicle to turn over but still experience the customers main symptoms. Our recommendations for a carbon cleaning still stands.
  As your servicing dealer, we reached out to ** for an escalated technical review ensuring appropriate and efficient repair procedures were being followed as well as reviewing potential goodwill coverage options in this matter. Unfortunately, due to lack of serving history as well as other factors, goodwill coverage to the client's satisfaction was not available. Additionally, delays in responses from you have also caused our team delays in this timeline all while we have provided a new courtesy vehicle for you at no charge.
  
  If you have any additional questions or concerns, please continue to work with *******, our Service Manager.
  
  Thank you.
  
  -**** *******
  Customer Experience *************************** of **********
  Swickard Auto Group

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22885256
  
  I am rejecting this response because: I am seeking legal advice going forward.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/21/2025

  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 purchased a used vehicle from the dealership, and later noticed there was prior accident damage to the vehicle that was never disclosed to me. The carfax stated the vehicle had not been in an accident, but due to the prior damage I am assuming the carfax was possibly fabricated by the dealership otherwise it wouldve stated there had been an accident. After contacting the dealership they only agreed to pay half of a hefty body shop quote to repair the damage. Originally when I contacted the dealership they notified me the damage was not present previously, but I was able to confirm the damage was previous from photos of the car prior to purchasing.

  Business Response

  Date: 02/06/2025

  *****-

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

  I understand that you have been working with ** *******, our General Manager and you have worked towards a resolution.

  We are waiting for the check to be sent out, but as soon we have a tracking number, we will make sure to let you know so you have it for your records.

  If there is still anything else left outstanding, please, don't hesitate to reach out to ** as I have confidence that he will make sure you're taken care of.

  Thank you.

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

• Initial Complaint

  Date:01/05/2025

  Type:Customer Service 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.

  On 4/27/24 my son purchased a car from Swickard, I'm a co-signer to the loan. He also purchased the extended warranty.. Unfortunately he totaled his car on 9/18/24. I have attempted to contact the dealership through their portal seeking a refund on the balance of the warranty not being used at this point. I have submitted the claim number, VIN, a copy of the letter from the bank regarding the loan being satisfied. Through their portal when attempting to submit, the system states to retry. I have emailed the dealership to the email provided on the cancelation form, and called the dealership and have been told that someone from finance will call me back. I have not heard from them. I am seeking the balance owed for the extended warranty with a cancellation date of 9/18/2024

  Business Response

  Date: 01/07/2025

  ****-

  We appreciate you taking the time to reach out requesting assistance with your son's warranty cancellation. 

  I apologize for the issues you faced when trying to cancel it.

  I understand you have spoken with *** **, our General Sales Manager and everything has been cancelled and resolved.

  If you have any additional questions or concerns, please, don't hesitate to reach out.

  Thank you.

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

  Customer Answer

  Date: 01/21/2025

  Thanks to BBB, this issue is now resolved.

  JB

• Initial Complaint

  Date:01/05/2025

  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.

  In October I made an appointment to get a recall fixed on my vehicle, which was manufactured my ********. Per the ***** regulations, the local dealership is supposed to provide a fix for the recall or offer to buy my vehicle back from me. They have done neither. *****, the service manager had told me that they could not fix my recall. After explaining the situation to him, he notified me that ******* Auto Body in ********* was in the process of being certified as an official Mercedes auto body shop, and that they would be able to fix my recall. I contacted the owner of ************************, and he said that this certification was not actually in the process. ************* of Anchorage has lied to me and put the issue off for several months now, refusing to fix my recall. This is a violation of federal regulations established by the *****.

  Business Response

  Date: 01/15/2025

  ***-

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

  I apologize for the back and forth regarding your Sprinter's recall. This is not who we are or who we strive to be.

  ***** *******, our Service Manager, has been working with ************** and ******* Collision to try and complete the recall. ************* of ********* does not have the tools or capability to perform this recall at our location. We are in the process of building a ************************* in ********* to where all future recalls will be completed at (body shop/mechanical, etc.). Our Swickard Buick/GMC/********/********* of Anchorage dealership cannot do the repairs as well at their location.

  ***** has been working with ******* Collision to get your van in ASAP, but they are unsure if it will fit inside their paint booth. They should have been in contact with you to arrange a date and time to bring it by. If for any reason, they are unable to accommodate, ***** has an additional body shop in mind that might be able to work. We have the flexibility.

  If you have any additional questions or concerns, please, continue to work with ***** at our dealership.

  Thank you.

  -**** *******
  Customer Experience Manager
  **********************
  ************* of Anchorage

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22749799
  
  I am rejecting this response because:

  ******* has stated to me back in December (27 days ago) as well as 12 days ago that they are unable to do body work on Sprinter vans due to the height.  When I went into ************* of ********* today, ***** was completely oblivious of this.  He told me he spoke with ******* two days ago about the getting the recall done, when I was informed long ago that ******* wouldnt be able to do the work.  
     Furthermore, today ***** did not have another shop at the ready that could do the work, as your response seems to imply.  I spent today calling shops to see if they could do the work, so this is work I am doing, and not *****.  He still has not come up with a shop that can do the work.  
      Additionally, two weeks ago (on Dec. 31) ***** ******* (Customer Experience Team Lead for ********************* notified me that ***** had been successful in finding a shop that can do the work, and that the van was at the shop awaiting for the shop to work it into their appointment flow.  None of this was true.  The shop was never found, and my van was never at a shop awaiting this.  He said they are estimating mid-January through mid-February, which is obviously not the case.  ***** was not only fabricating statements that were not true, but he was also stalling and delaying the actual fix to the problem.  
       Every step along the way I have been deceived in this process.  Lying to your clients and hoping they eventually get worn down and give up is not how business is done.  This is especially true when it is a safety issue. Nobody within the company seems willing to actually do any leg work to fix my safety issue.  Rather they delay and deny any wrong doing.   
      
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 02/13/2025

  Mr. ******-

  Thank you for your response.

  I understand you are still working with ***** to help facilitate your recall.

  We appreciate your help while trying to find a facility to complete your recall and we apologize for the delay and the issues you have been experiencing in getting this taken care of.

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

  Business Response

  Date: 02/13/2025

  Dear BBB - 

  Here is the latest communication with the guest. Thank you.

  -**** *******

• Initial Complaint

  Date:12/04/2024

  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 used 2012 VW Jetta GLI from *** of ****** Oct *******. They just received the car;couldnt have had time to find/fix everything.l asked for car fax,copy of work on the vehicle. I am no mechanic. asked cheapest warranty. car $8,400; told cheapest warranty would make it $36k. I was directed to sign as is form. When signing I stated scared as i feel theres issues they know & havent told.been ************ for three months. Car has returned almost every time no work done. was told multiple times contacted ** & would call to make appointment. told by ****** sales manager they paid **. I called & set up appointment. know they have not heard from ***. feel there are safety issues. discovered: Front passenger speaker shot,Passenger headlight broke full of moisture,Heat is wrong,tint on all windows seemed illegally dark?told **************** got a great deal, it runs, checked for safety, not risking reputation over 8,000$ car. found they unplugged my back window defrosters. sales manager said will not fix. sales team said they pay: Inside car light,tire pressure sensor,heat/AC problem fixed.dont have in writing, can deny they ever told me this. diagnosing by ** cost 850$.believe probs were known & hidden- Im young can be mistaken as naive. have been treated poorly since discovered. car cost; gas$, bulbs, possible fix cost at **. will cost me several hundreds. Not enough room to write in great detail.

  Business Response

  Date: 12/17/2024

  Katyna-

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

  I am sorry to hear about the issues you have experienced. This is not who we are or who we strive to be.

  After further research, I verified that your vehicle did go through our reconditioning department and was approved for retail sale as it passed what is required. We additionally did approve a handful of items within our service center to the point where you were satisfied. While your vehicle was at ******** VW, there were some recommendations for bushings that we had agreed to look at, but at our service center, not at **'s.

  In regard to the speakers, we could not replace them due to the fact that you stated you were playing loud music and then they blew. Due to the loud music, that is what caused the speakers to fail, not a defect.

  If you have any questions, please, don't hesitate to reach out to your salesperson or one of the sales managers at the dealership.

  Thank you.

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

  Customer Answer

  Date: 12/18/2024

  The information in a video given to me from ** also stated there are oil leaks and yes i have no heat which is something i have been complaining about for a while as in this weather that is CRUCIAL to safety as my windows are completely foggy. For the speaker information - I never stated this and have heard multiple times that I have. I stated that obviously the music should not be at only 4-6 in the car in order to not hear this awful noise.  Im not sure who listens to music they can barely hear in their own car, so is it being stated then that having the volume above 6 is loud? I never stated I was blasting music in my car. I also had video proof when providing this complaint that was turned Away and not looked at and in the video the sound and the volume the car radio was at was in that video. I have wasted much money on gas going back and forth to this business to get my car worked on only to have it typically returned with nothing done. To have a blown speaker, oil leaks and, oil pan leak, a cracked headlight that captures water and blows bulbs, and no heat in a car bought from a lot is interesting. This is the worst experience i have ever had buying a car off of a lot. I have done so once before a used car and it cost MUCH less than this cost and they were very helpful and kind and it came with zero issues, so I guess I am appalled that a car lot like *** is allowed to sell a car for that high a price with several issues. 

  Customer Answer

  Date: 12/18/2024

  Sorry I forgot to add. I believe that they knew about these issues prior to purchase which these issues were not disclosed! Why i think they believe I am young and **** would have to do with this and the fact I was told the reason I have no heat is because this is a german car and germans dont like hot air in their face. I also would like to lastly add that While I am spending money to fix this car in other places such as VW I dont even own the car up until today. The purchase never went through and I was only made aware of it about two months after the fact. I feel this business is poorly ran as i think that is something that should have not gone unnoticed for so long. 

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22640557
  
  I am rejecting this response because: Sorry I forgot to add. I believe that they knew about these issues prior to purchase which these issues were not disclosed! Why i think they believe I am young and **** would have to do with this and the fact I was told the reason I have no heat is because this is a german car and germans dont like hot air in their face. I also would like to lastly add that While I am spending money to fix this car in other places such as VW I dont even own the car up until today. The purchase never went through and I was only made aware of it about two months after the fact. I feel this business is poorly ran as i think that is something that should have not gone unnoticed for so long. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/24/2024

  ******-

  Thank you for your response.

  It is never our intention to hide vehicle issues from the customer during the selling process. Our vehicles go through a full inspection prior to being approved for sale.

  I apologize for the response you were given regarding your heat concern, that is unacceptable, and we will investigate and take the necessary action.

  In regards to you not owning the vehicle until today, I believe you are talking about the title work. After you had purchased the vehicle, the check was cleared for payment, our business office and *** team begin to process their part of the transaction. Title work can sometimes take time, and we have had issues with the OR DMV and their delays. I do sincerely apologize for that. Once you signed the contract in the finance office, the vehicle was yours.

  Please don't hesitate to reach out to our team if you have any additional questions or concerns.

  Thank you.

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

• Initial Complaint

  Date:12/02/2024

  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.

  I got a ***** xc90 with an extended warranty from ***** Bellevue in 2019, during July 2024 I took my car to ***** Bellevue to fix, today its 12/2/2024, 5 months later and still waiting for my car to be fixed. ***** is blaming the warranty and the extended warranty is blaming ****** 5 months and no car fixed

  Business Response

  Date: 12/02/2024

  ********-

  I appreciate you taking the time to reach out and share your experience with ***** Cars of *********

  I apologize for the delays in repairing your XC 90 and the back and forth you have experienced. This is not who we are or who we strive to be.

  I spoke with our Service Manager, ******* **********, and your vehicle should be completed this week.

  If you have any additional questions or concerns, please don't hesitate to reach out. Otherwise, please continue to work with your service advisor, ***** ******, and ******* to ensure your vehicle is fixed and you are able to pick it up this week.

  Thank you.

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

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22627313
  
  I am rejecting this response because:
  I went today to pick up my car after being told was done last Tuesday, drove 3.5 hours just to learn the car is not ready. 

   

   

   

   

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

  Business Response

  Date: 12/17/2024

  ********-

  Thank you for your response and I apologize for the miscommunication.

  I have spoken with ****** ****** and understand that we have bought back your vehicle, and you have received your equity check as well.

  We appreciate your patience in resolving your concerns.

  Thank you.

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

  Customer Answer

  Date: 12/18/2024

   
  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

  Date:11/18/2024

  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 purchased a ****** motor vehicle from the company mentioned( ******* ******** 02/2024. A problem has developed with , this vehicle was taken back to the dealership to be corrected under warranty . This was done in August 2024 . I was given a loaner . I have made several attempt and contact with them for my vehicle to be returned , repaired to no avail . I have asked that the vehicle be replaced if they are unable to fix it . I have not been able to get an amicable resolution . I have to be paying for a vehicle which is in the custody of ****** of ******* which is highly unreasonable . Please try to assist me in getting a resolution . This is the case number with the company ************:

  Business Response

  Date: 11/21/2024

  Hi ******-

  I appreciate you taking the time to reach out regarding your experience with ******* ******. I apologize for the inconvenience and delays that have occurred while attempting to repair your vehicle.

  I have spoken with our Service Manager and Parts Manager, and they let me know that the part that was needed was on national back order from ********** with no ETA of when they would be available. I followed up with them today (11/21/2024) and they were provided an update. It looks like the updated ETA is now November 26, 2024.

  Your vehicle should be repaired next week once we receive the part from **********. Please continue to work with your service advisor and ****** ********, our Service Manager, to ensure everything is repaired.

  Thank you.

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

• Initial Complaint

  Date:11/18/2024

  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.

  After the first time I washed the car, it ended up with chips and scratches in what I believe is the Maximum ****** clear coat. I took the car in and a few of the spots were buffed out but they didn't realize they were on the entire vehicle. I took the car in a second time and the entire car was buffed, but there are still spots and chips. On 10/18/24 ***** ******* said he was going to work out a solution as he doesn't believe it's the Max ****** and someone would reach out to me. After 3 weeks with no communication, I asked for a refund on 11/6/2024 for the Maximum ****** so I can take my car someplace else to get fixed. 10 days has passed since that email asking for a refund, and still no communication from the dealership. Throughout this 4 month process, I have consistently had to chase down employees, including the **, to get anyone to look at my vehicle and get my car scheduled in. This should have been dealt with months ago and I honestly can't see why we're still addressing it after 4 months.

  Business Response

  Date: 12/04/2024

  *********-

  I appreciate you taking the time to reach out regarding your concerns with ***** Cars of Bellevue.

  I first would like to apologize on behalf of the Swickard Auto Group regarding your experience. This is not who we are or who we strive to be.

  I have spoken to the dealership, and we have refunded your product cancellation and sent you a check via FedEx.

  If you have any additional questions or concerns, please, don't hesitate to reach out.

  Thank you.

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

  Customer Answer

  Date: 12/06/2024

   
  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,
  
  ********* ******