ComplaintsforSteve White Motors, Inc.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of 2023 my wifes jeep was diagnosed at Mr. **** in ****** ** and was in need of a NEW ***(Power control module). That repair shop was unable to be able to do that repair because they are not able to reprogram the new ***. The replacement of the *** was already approved by our extended warranty plan. We then had to bring it to the dealer. The dealership told us that they didnt care that it had already been approved and diagnosed, that they had to do one themselves. After they did that I was told that the *** was not bad and all the *** needed was to be flashed. The Jeep was driven about 500 miles since that service and has been sitting in a used vehicle lot for about 5 months. The vehicle is now no longer under the extended warranty and is doing all the same things it was doing before the service. I have talked to the service department and was told that they would not replace the *** that had been approved to be replaced by our extended warranty. That now that it had expired that I would have to pay out of pocket for it. This is by no means fair and now we have a $30,000 brick that no one in their right mind would buy. This is in every way the dealers fault for not replacing it when it was needing to be replaced. Not FLASHED

  Business response

  02/29/2024

  Good afternoon, the vehicle was brought to us nearly a year ago, the only failure code retrieved was P0335, diagnostics was performed by a senior technician. Power and ground circuit was verified, found an internal issue with the crankshaft sensor. 

  P0335-CRANKSHAFT POSITION SENSOR CIRCUIT
  

  We replaced the crankshaft sensor, since a software update from Jeep for the powertrain control module was available, the software update was recommended and performed, the system was cleared and the code for the crankshaft sensor did not returned, vehicle was picked up by the customer. 

  The extended service plan declined coverage at that time, the coverage from the customer aftermarket service plan was declined by *** at *************** Warranty. His service provider declined any repairs!!!!! (please see attached repair order)

  As a courtesy we added a 10% discount to the repair to assist the customer.

  When the customer initially called us yesterday we offered to diagnose for free and if the crankshaft sensor was defective that we would replace it at no charge to the customer. Customer demanded we replace the powertrain control module at no cost to them, which we declined.

  Based on the conversation that occurred with the customer, we are no longer willing to assist in any form or fashion. This customer was belligerent and proceeded to curse out the general manager. This customer is no longer welcome at our facility.

  Thank you for your time

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

  General manager

   

   

  Customer response

  03/02/2024

   
  I am rejecting this response because:
  I called Mopar Corporate offices and even they said that the dealership is at fault for not REPLACING the *** when it had already been established by another service business that it was bad. They argued with me for 3 days about how they would not replace because they did their own diagnostic which I also had to pay for even though one had already been done at other service business. And as far as me being belligerent on the phone after trying to talk to whoever I was speaking to after being transferred to 3 different people this third person who only stated they were in parts and service and did not tell me there name, had an attitude towards me right from the get go and refused to even listen to what I had to say. Immediately told me that there was no way in h*** they would replace the *** weather it was for free or not. Then proceeded to talk over me again and tell me That 98% of the time the *** is never bad. I would love to know where that statistic came from. Its very unprofessional to state statistics that are untrue just because they want to argue with a customer. I know for sure this whole thing was taken care of the way it was by the dealer because the dealership doesnt make any profit on warranty jobs. If they say its not the problem then the bill get put on the customer. If this business was at all professional they would not have so many bad reviews and complaints with the BBB. And that is not just a % I pulled from thin air. It is backed up online and with the BBB. Ohhh and by the way. ***** told me that they were very sorry about how we had been treated but they could not do anything about it because the dealership is privately owned. Go figure. They know they cant get in trouble with corporate so whats stopping them from doing anything they want with no repercussions 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Subject: Urgent *************************** Experience Dear Steve White Motors Service Department,I am writing to express my deep dissatisfaction with the service I have received concerning my vehicle, which has been in your shop for a week now. Despite being the owner of the vehicle, I have been consistently denied information about its status.It has come to my attention that this denial is related to CarMax bringing the vehicle in. While I understand the involvement of CarMax, it is unjust and frustrating that I, as the owner, am being kept in the dark about my own vehicle. The lack of transparency and refusal to provide updates is not only unprofessional but also leaves me feeling helpless in this situation.I was initially under the impression that the service would be prompt, and I have not received any acceptable status updates. My vehicle feels like it is being held against my will, and the staff's rudeness in denying me information exacerbates the frustration.I urge you to address this matter urgently and provide me with the necessary information about my vehicle. It is essential for customers to be treated with respect and kept informed about the status of their property. I hope this issue can be resolved promptly to restore my confidence in your service department.Sincerely,************************* ************

  Business response

  12/21/2023

  Our apologies, unfortunately we will not provide any information to a consumer that did not bring a vehicle to **, if Carmax brings the vehicle to us we will only release information to the entity that brought the vehicle to us. We do not know who owns the vehicle, and we cannot share any information that could be sensitive or private, again our apologies, but we will not share any information to someone that did not bring the vehicle to us.

  thank you

   

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

  general manager

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughters **** has been at Steve White Motors for 14 days awaiting a part that **************** stated would be there today August 2, 2023. When she contacted Steve White ************ they stated the part would not be in until August 14. Not at all what **************** has told us after we filled a complaint with them due to lack of customer service at *********************************************. They will not allow her to obtain a rental car, mind you she is 27 and of age to have a rental car. They will only cover 10 days for a rental. By the time the part comes in her car will have been at Steve White for over a month and with no offer to allow her a vehicle to drive. My daughter works night shift at a local hospital and we have been sharing a car since I work day shift for the same entity.To not offer her a car to drive is poor customer service especially since her car is not drivable. Her car has already been on their lot for 2 weeks and now they are telling us it will be another 2 weeks to hopefully receive a back ordered part. That is not what our **************** Case Manager, ******, advised us on July 31.My daughter needs someone to step up and provide her with a car until they can obtain the part yo fix her car. She has a 2019 Jeep ********************** with ******. We purchased this vehicle brand new for her upon college graduation. Steve White Motors offers us no help and no solutions to help resolve her transportation needs. This is unacceptable when other dealerships in the area do all they can yo keep their customers happy and keep their business. They will pull a car off the lot for their customer to drive until they can return the car. We need help yo resolve this issue because Steve White Motors is not helpful at all.

  Customer response

  08/03/2023

  The customer is ********* *************************. 2019 Jeep Grand Cherokee Limited. 

  You may state that ********* is the customer. 

  Business response

  08/09/2023

  We were able to resolve the situation by paying to expedite the part from another dealership and repaired the vehicle promptly to satisfy the customers issue. 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  * 01/07/2023 date of transaction. *Pending ****** already paid ***** ********** but ordered the wrong part twice.*Excessive time to repair vehicle, rental fees incurred, and new parts destroyed because of bad diagnostics by SW motors. Want to be reimbursed. *Business makes excuses every time I communicate with them; I. E. ordered the wrong parts, We cannot be held responsible for damaged new parts. Every time I am given a date of delivery SW Motors changes it. * customer #******

  Business response

  03/24/2023

  Customer originally brought vehicle in with a coolant leak, water pump leaking, unfortunately customer drove the vehicle with low coolant and overheated the engine. Water pump was replaced but in the aftermath, we discovered the engine had suffered internal damage.

  The repairs are authorized by his aftermarket extended service provider, the vehicle was purchased used at Carmax, the required engine is on back order and we attempted to purchase the engine from two Jeep dealers, both dealers claimed to have the correct engine, when the engine was received it was determined that the engine supplied were cores ( used motors, not new), not new ones, both selling dealers immediately issued a refund.

  The required engine is on order with Stellantis, currently the eta is March 27th for the engine, however with supply chain issues, we are doubtful the required engine will be received by the due date.

  We recommend customer reach out to his selling dealer for any desired assistance.

  Thank You

   

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

  co-gm

   

  Customer response

  04/03/2023

   
  I am rejecting this response because:
  
  

  This is a rejection statement in regard to complaint #********. I am not satisfied with the answer given by Steve White Motors. I submitted my Vehicle to SWM approximately on 12/12/2022 of last year with a brand-new thermostat and starter assembly. The purpose of taking my vehicle to SWM was to have a new water pump installed and have my vehicle diagnosed. I received my vehicle back on 01/07/2023 and was informed that my vehicle had been inspected and test driven with no problems noted. I had to have my vehicle towed back to SWM on 01/08/2023 and because of the bad diagnose I now had to replace the brand-new thermostat and starter assembly that was just installed in addition to a brand-new engine. I have not received my vehicle back from SWM yet; I get excuse after excuse. I am given a date of return and SWM claims that they ordered the wrong part and that has happened twice. The last excuse was the technician is off for a couple of days. The last communication I had with SWM I was told the new engine would arrive on 03/27/2023 and I would have the vehicle back in a couple of days; I have not heard from SWM.

    My desired resolution is to have my rental fees paid by Steve White Motors from the beginning of February 2023 until I receive my vehicle back. I also should not have to pay for the brand-new thermostat and starter assembly because those parts were in peak working condition when SWM received my vehicle.  Documents verifying the rentals and new parts are attached to this e-mail.  The assistance by the BBB is much appreciated in this matter.

  Sincerely

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

  Business response

  04/10/2023

  Originally this vehicle was at another repair facility when it was brought to us, the customer had driven this vehicle with a coolant leak and the engine had severely overheated.We diagnose and found the water pump leaking, which was replaced, the vehicle was driven by our technician approximately 8 miles after the repair with no issues. **************** drove the vehicle approximately 200 additional miles before the malfunction indicator lamp came on and started flashing.We diagnosed the vehicle and found the engine block or cylinder head had cracked due to severe overheating, coolant was leaking internally into the combustion chamber.

  We obtained **************** authorization for tear down as per the request of his extended service provider(Carmax Extended Plan) The repair were approved by his extended service provider, hence we ordered a replacement engine from StellantisOur apologies, but we have no control over part availability, due to current conditions more than 20% of all parts ordered are back ordered, we have vehicles sitting here, some since May of ********************************************** ******************** case, the needed engine was back ordered, we attempted on two separate occasions to purchase a new engines from other dealers, one was Lake ****** and the other St. *******, both dealers shipped us used engines by mistake, at that point we had no choice but to wait for the engine that was ordered from Stellantis. The correct replacement engine was ordered from the very beginning, however two used engine were shipped by mistake.

  The vehicle is in our shop, the new engine from Stellantis is in the vehicle and we expect the vehicle to be ready later this week.We included a copy of the original invoice showing the vehicle was driven 8 miles by our technician, the invoice were the customer requested we re-install missing components missed by another repair facility. Also included a copy of the repair for the replacement of the engine showing the additional mileage the customer drove the vehicle.

   

   

  Business response

  04/14/2023

  Date Sent: 4/10/2023 5:52:09 PM
  

  Originally this vehicle was at another repair facility when it was brought to us, the customer had driven this vehicle with a coolant leak and the engine had severely overheated.We diagnose and found the water pump leaking, which was replaced, the vehicle was driven by our technician approximately 8 miles after the repair with no issues. **************** drove the vehicle approximately 200 additional miles before the malfunction indicator lamp came on and started flashing.We diagnosed the vehicle and found the engine block or cylinder head had cracked due to severe overheating, coolant was leaking internally into the combustion chamber.

  We obtained **************** authorization for tear down as per the request of his extended service provider(Carmax Extended Plan) The repair were approved by his extended service provider, hence we ordered a replacement engine from StellantisOur apologies, but we have no control over part availability, due to current conditions more than 20% of all parts ordered are back ordered, we have vehicles sitting here, some since May of ********************************************** ******************** case, the needed engine was back ordered, we attempted on two separate occasions to purchase a new engines from other dealers, one was Lake ****** and the other St. *******, both dealers shipped us used engines by mistake, at that point we had no choice but to wait for the engine that was ordered from Stellantis. The correct replacement engine was ordered from the very beginning, however two used engine were shipped by mistake.

  The vehicle is in our shop, the new engine from Stellantis is in the vehicle and we expect the vehicle to be ready later this week.We included a copy of the original invoice showing the vehicle was driven 8 miles by our technician, the invoice were the customer requested we re-install missing components missed by another repair facility. Also included a copy of the repair for the replacement of the engine showing the additional mileage the customer drove the vehicle.

  Customer response

  04/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you the dealer replaced the parts.  
  

*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. ↩