ComplaintsforStep One Automotive

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12 October 2023, I went to the service department to have them check my third row seat that was stuck in a downward position. I was told to leave my car overnight by Johnathan because they “were backed up” I hesitated since I have kids and needed the car but didn’t want to lose my turn or anything so I left my vehicle with the service department on 15 October 2023, there was still no update except that my vehicle was moved to be next in service. Upon receiving information that my vehicle was not going to be fixed by end of day, I decided to pick it up. Upon receipt of my vehicle when I tried opening my center console cover slide the part broke apart. One half maintained and the other half went deep inside into my center console (unrecoverable unless you take the center console apart) I informed Jonathan about it in which he smirked and said they would not pay for it and that they would need to replace the whole center console for $700. I requested to speak to a manager and was told the manager was on a phone call and I would need to wait. I had to leave to pick up my children from their games and could not stay behind. I asked Jonathan for a number and also asked if the manager can contact me, in which I was never contacted. I went back again on 27 October 2023, asking Jonathan for the manager, in which the manager came out and I proceeded to explain the circumstances of what occurred. The manager dismissed everything I said and exclaimed his men are “honest men” I never said anything in regards to anyone lying. The whole time he tried to get me away by telling me to contact Dodge corporation, he didn’t look at me when I was trying to explain that the part broke while in their possession. I was upset because I was basically being called a liar, and they kept trying to twist my words. I was told I would get a call back because he said he will talk to his boss about trying to repair my broken part but I have still not received any word. I want what they broke fixed

  Business response

  11/09/2023

  Hello, I am looking into this now. Please allow 24 hours for a response. In the mean time if you need anuthing please call ************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolute SCAM in the service department. After being told it would be $3088.52 to UPDATE various electronics associated with a low voltage issue - I declined to have the work done. Obviously to anyone that seems excessively expensive. I arrive to pickup my car and was I shocked. I was charged $179.99 to be told the hood switch is bad (6k past warranty) steep but I understand they’ll charge me for diagnosing it. But next I get a $68.08 charge for changing preferences on my radio - paperwork states I mentioned an issue, I did not. The biggest issue I had coming in was the transmission shuttering going into 2nd gear. I get charged $86.36 to get told they don’t see an issue with the transmission. Along with a $50 “shop supplies fee” I have a grand total of $412.40 for the service dept to have done nothing but tell me the hood switch is bad, change a radio setting (didn’t ask for) and tell me nothing is wrong with my transmission. I pull of the dealership and to no surprise, the transmission slips in 2nd. All this after it took them 6 days of having my car to do the above. Absolute nonsense - beware all. This is why people do not trust dealerships.

  Business response

  08/25/2023

  We did a diagnosis on this customer's vehicle and let him know that each concern he had there would be a charge. We only charged a full hour on the line 8 due to having to diagnosis the codes and check wiring and pin fit on the connectors. We charged .4 on line 9 and .5 on line 11. It took less time to diagnosis these lines, so we did not charge a full hour. Attached is the text explaining the charge and the signed Repair order. 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped of my company van for an oil change back in January. Got it back and within 3 days it was back there. They said I needed a new motor. Even though I thought it was fishy, I let them replace the motor. They also sold me over 1600.00 in tires which they attempted to give me that were defected. I resolved the tire complaint but when I got the van back after the new motor was put in, there was a terrible squealing and the check engine light was on. They never took any responsibility for this. Fast forward to June 2023 when I dropped my van again off for a service ONLY. Got it back a few days later and as I am driving transmission fluid is bursting out of it. Got it to step one where (at the time service advisor, who no longer works there now) Jeremy and the mechanic (who also does not work there now) admitted they mishandled the van and assured me they would make it right. New advisor was assigned to my file who was oblivious to the issue. You can barely get a call in to anyone and no one ever calls you back. At this point they had the van almost 2 months with NO RESOLUTION. The service director spoke to my girlfriend and assured her that I would be "buttoned up" by Wednesday 7/26/23. That NEVER happened. They called me that Wednesday telling me that I had to pay thousands for repair and decided they were no longer responsible for the damages they caused. After becoming hostile, I was offered the employee discount for labor but NO WARRANTY on the work performed. The service director (Dan, Ken, whatever name he is going by) assured my girlfriend it would be handled and out right lied to both of us. This place has managed to cause thousands upon thousands of repairs for me after dropping my van off for a simple oil change. I had ZERO issues with this vehicle before they put their hands on it. There is so much more and I have messages proving they accepted responsibility. This place is ridiculous.

  Business response

  08/09/2023

  The parts that were needed to fix Mr. ******'s engine were on back order and out of our control. We were able to find a distributor who was willing to let the part go on 7/20/23. When we let Mr. ****** know this and the cost, he was refusing to pay anything. The vehicle has 346,970 miles on it. At that point there was no more that we could do for him since he did not want to pay for the repairs. We had even offered him the employee rate. He refused. We had offered to have the vehicle towed within a 10-mile radius to someplace else if he wanted. He ended up picking up the vehicle himself. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October of 2022 I purchased a vehicle from Chrysler Dodge Jeep fiat of Fort Walton Beach, at the time the headrest in the back seat were missing . I was promptly issued a WE OWE from the dealership, stating they would purchase a new set for my car. It’s has been 9 months and I still have not received them. And not the sales manager (Roy) will not return my phone calls. Since this I a safety issue I would have expected better service

  Business response

  07/05/2023

  The GM of the dealership spoke to the customer on 6/21 and the head rest was ordered. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I was in with the service to a vehicle we recently purchased and assured by sales service, finance and a manager that this issue does not exist well I have a recording from today that the clicking is happening near the rear axle and they won’t do anything and now won’t return my calls about it

  Business response

  05/22/2023

  We are in the process of inviting the customer back in to have our lead technician go for a ride with the customer.

   

  Customer response

  05/23/2023

  
  Complaint: 20082899
  
  I am rejecting this response because:  The matter with the vehicle still remains unresolved.  There are still issues with smoke from the exhaust as well as clicking.  Furthermore, Step One Corporate is no longer accepting my calls nor is the dealer.  I'm being black listed it appears because everything they have told me has been chased down on my end and found to be a lie.
  
  Sincerely,
  
  David ****

  Business response

  06/07/2023

  The customer was at the dealership today and the items he needed fixed were completed. He had said he was satisfied with the work. 

  Customer response

  06/08/2023

  
  Complaint: 20082899
  
  I am rejecting this response because:

   

  The work was not completed at this time, they were to create a call me about follow up, they have but advised it is not covered under the Platinum Warranty we were sold by Total Warranty services and explained I would have to call Chrysler directly to get this solved.
  
  Sincerely,
  
  David ****

  Business response

  06/08/2023

  This complaint is no longer against the dealership if a phone call to Chrysler is being made. 

  Customer response

  06/09/2023

  
  Complaint: 20082899
  
  I am rejecting this response because: I was told Faruq form the dealership was going to give me a call about the part not being covered under the warranty.  I called Chrysler and they said it's on the dealership.  
  
  Sincerely,
  
  David ****

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Took my van into Chrysler for my 2021 Chrysler Pacifica pinnacle‘s recall message. One week later, my vehicle turned off on me while driving and gave me a very specific message on my dashboard. The dealership told me they had a bulletin put out about that issue. I dropped my vehicle off at 8:00 am on Wednesday May 17th for my appointment. That evening, I got a message saying they hadn’t even gotten to my vehicle yet. I kept the van there overnight, they supposedly fixed it around 3:00 pm Thursday. They told me I owed $167.00 for diagnostic fee. A diagnosis they already knew about bc they issued a bulletin for it. My van is two years old, and it’s had more issues than any vehicle I ever had. After 6 months of owning the van, the media center didn’t work for almost a year before someone finally figured out how to get it fixed. Do not recommend this vehicle or any Chrysler vehicle as their customer service/complaint department has been a joke.

  Business response

  05/19/2023

  To whom it may concern,

  The customer was charged a diagnostic fee, because the technician had to spend time reviewing data from the vehicle.  Once he reviewed the data he searched Stellantis' technical arm for known issues.   This is normal procedure.  If there are known issues the technician then performs the procedure per the technical service bulletin.  The vehicle was repaired within the quoted diagnostic time.   The charge is valid. If the customer is unhappy with their vehicle or believes they should have not paid for the repair, she can can contact Stellantis customer care at 1-************ and seek reimbursement, and express her concerns with the vehicle.

  Thank you

   

  Customer response

  05/19/2023

  Reject response because I don’t care that the charge is valid. It is a scam. And the number provided by the dealership for assistance will have the same tone and attitude as what was given in my response. No further assistance needed. Just wanted my complaint documented. 

  Business response

  05/19/2023

  We apologize that the client feels this way. Chrysler customer assistance is the client's best option.

   

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a new Ram truck and shortly after purchase the truck was experiencing serious mechanical issues and a whistling while driving. I brought the truck in March 31st, and I still do not have it returned to me. There is absolutely no reason this should be taking so long.

  Business response

  05/31/2023

  vehicle has been repaired and returned to customer

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week my Dodge Ram 3500 was dropped off under warranty for company recalls and the front end shaking. This truck has only 11,900 miles on it. Dodge told me that both front tires have separated. I asked them if they are going to warranty the tires since the mileage is so low. I told them there should be no reason both tires should have separated unless the tires were bad from factory or something is wrong with the front end of the truck. I had other mechanics that was willing to to sign a notarized letter saying the same thing. I talked with dodge several times over the coarse of several days. Even as I write this they still have my truck. They said they will not cover the tires under warranty and now are billing me over $600 to fix. This was a very expensive truck and is under warranty and at no time with only 11,900 miles should be having issues with both front tires as well as the amount of recalls on this truck so far some of which has no resolution at this time.

  Business response

  05/15/2023

  The customer's vehicle is still at the dealership. Customer came in with a front tire balance.  Upon review by the technician stated both bands are broken in the front tires.  Tires are warranted by the tire manufacturer.  The customer was instructed to contact the tire manufacturer.  Customer requested two quotes on tire prices.  The customer approved replacement of both tires.

  Customer response

  05/15/2023

  I have talked with Paul at Nexen and he said that normally you guys call and file and they will give you guys and authorization number within a few days. They just want pictures of the tires. 
  They said if I do it the. It can take 3-4 weeks and I still have to have pictures of the damage of the tires and a form from you guys saying what is wrong with them. They say that usually the dealership handles this in this type of case so it goes much smoother.

  Business response

  05/30/2023

  As we are not a Nexen tire dealer we are unable to go thru the warranty process with Nexen.  We would recommend the customer visit a Nexen tire dealer to handle their claim.

  Customer response

  05/30/2023

  
  Complaint: 20056775
  
  I am rejecting this response because:
  I realize there’s nothing more that can be done between us to rectify the situation. Nexon says exactly the opposite of what one step does I cannot force one step to do the right thing.

  I have already paid one step to get my truck out. I am just very disappointed in the amount of money I paid for this truck that Dodge and one step will treat Thor customers this way. I am so disappointed in the way I was treated. In the future, I will not be buying any more dodge vehicles and anyone I know I will not be recommending their product when asked. I work with customer service all the time. This is not how you treat customers. 
  Sincerely,
  
  William *****

  Business response

  05/30/2023

  We are sorry Mr. ***** feels this way.  Again the best course of action is for him to visit a Nexen tire dealer. One can be located at Nexen.com .

  Customer response

  05/30/2023

  
  Complaint: 20056775
  
  I am rejecting this response because: there is no more action needed from either party. Obviously we’re going to not agree on this issue. I will not be removing my complaint because I do not feel that one staff handled the situation professionally there is something called customer service and it was definitely lacking in our encounter. One step has made their position clear. I have made my position clear I now leave this in the hands of the Better Business Bureau.
  
  Sincerely,
  
  William *****

• Initial Complaint

  06/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a car from the Jeep dealership of Frot Walton, and i have signed a deal with one price and the agreements, and after i received my email the deal they sent to the capital one auto finance had 1000$ more than i have agreed. Upon checking with them they do not want to provide me with the deal that i signed and they are ignoring me and did not send the correct contract as requested. That has been affecting my life for the past few days I'm very anxious about this situation. Also, i would like to mention that they lied to me about the values in order to get more money from me, saying the capital one gave me 7% apr initially. Upon i contact capital one and they never sent a 7% Apr to the dealership, they have sent the offer of 4.80%. This was confirmed by a capital one representative. I would like to request a refund from the dealership with the correct contract that i signed plus the damages that were caused to me. Details of the deal: Price of the car: 44329$ + 500$ (permaplate) = 44829$ Downpayment: 10000$ Fees: All paid extra with card = amount paid 4500$ Amount to be financed: 34829$ They did not provide copies, they have sent all by email: Permaplate contract is not signed by me and sent after the dealership was closed, the agreement was 500$ included in the price and not 895$ on top! The finance department was training a person who tries to sell more warranties that i don't need and after i refuse they just present me with an iPad to sign and they were talking at the same time and i didnt even look at the values of the contract.

  Business response

  10/03/2022

  Business Response /* (1000, 9, 2022/07/15) */ Good morning we are working on this one this morning. Business Response /* (1000, 18, 2022/08/17) */ Please see the attached documents stating that he paid the 4.80 % interest and the sale price plus the sales tax is correct. Consumer Response /* (3000, 21, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dealership is hiding crucial information on resolution this case, in fact their financial team Eric ***** and the Salesperson Fernando **** and owner Greg ******* are very aware of the mistake that they did and they are ignoring sharing false information here. Here are the facts: - I have requested several times the deal i have signed at the dealership and dealership do not want to send me because they are trying to charge more that i actually signed! Kindly check page number 3 on the deal IS NOT SIGNED BY ME, because is a false page! Even on a false page shows the amount to be financed is 34948$ very different of the contract that have my signature. Upon signing the contract on their Ipad i have asked them if the values were the same that i signed initially and i was told yes... The real deal is 44329$ + 500$ termaplate = 44829$ amount to be financed! All fees paid in cash/card at the dealership. Business Response /* (4000, 23, 2022/08/19) */ If the consumer would like to contact me to discuss this matter further. Please do so at 850.904.4800. We could set a time for you to come in and review the documents. Thank you Consumer Response /* (4200, 25, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is nothing to discuss via phone as i did call the owner Greg ******* via phone and he's aware of the mistake they did. The sales person and financing team are aware of the mistake too. I have requested several times for the documents i have signed and the dealership is avoiding to send me. Upon the office i requested all documents and i was told i would receive via email all, which is not true. The financial department have lied about the disclose of this document several times. They either are avoiding to make a new contract with the correct values. Fortunately i was able to locate crucial information regards this matter showing they are lying!

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2014 Subaru outback April 29th 2021. Vehicles and the understand the risks of buying a used vehicle. That being said, you buy a used vehicle as is because no one can foresee what may happen mechanically. Unfortunately my problem is not mechanical. The problem with my vehicle is the whole undercarriage is so rusty that parts are falling off. I'm not a rich person and I cannot afford to just pay for a vehicle that may fall apart out from under me. My daughter's family moved about an hour and a half away and I wanted a vehicle to be able to go visit my grandchildren. With this vehicle I am afraid of what may happen. I have had to have the heat shields removed as they were rested the stubs of my wheels broke off and I almost lost my tires while driving, and I was told that I cannot get the rear end aligned because it is so rusty I will have to have the whole thing replaced. Again I understand as is but this is not a mechanical problem this is a safety problem that I know they had to have been aware of. I have a Carfax report for December 2020 that shows this vehicle had been in the shop and looked at, that is only 4 months prior to my buying it and I am sure that all of this rust did not appear in 4 months. I am not sure if this vehicle may have been in a flood or something similar because I have not heard of anyone who has had a vehicle totally rust out in only 6 years. I have sent two emails and made phone calls to Subaru fort Walton Beach and I get no response. If there is anything that can be done. I do understand mechanically as is but I don't understand how someone could sell me a vehicle and a few months later my tires nearly fall off due to rust. Thank you for your time and please feel free to text or email me as my phone service is not the best at my house. Sincerely ***** *****

  Business response

  02/24/2022

  Business Response /* (1000, 8, 2022/02/01) */ the vehicle that was purchased on 4.29.21 the vehicle hade XXXXXX miles on it 2 prevous owners and 22 services records on file with car fax and and no accidents reported. The service separtment or sales department has no record or messages of you calling. Since the consumer has purchased the vehicle the has been serviced on 7.1.21 at ******** Lube Fast in Crestview Fl and then again on 9.03.21 at the same place and then taken on 10.11.21 take to DAY TIRE PROS in Crestview Fl on 10.11.21 for the brakes checked and then back to thme on 12.16.21 to have the tires replaced. We feel we did not do anything wrong if you would like to come in we will be more than happy to trade you out of the vehicle and get you approved for another vehilce. Please feel free to contact us at the dealership and we will assit you in your transaction Consumer Response /* (2000, 10, 2022/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) They address the issues that I was having with my vehicle and agreed to repair it for half of what it would normally cost. The agreement stated that I would have the work done within 30 days. Of course I will let you know if for any reason they do not honor our agreement. I thank you so much for your help I believe they responded much more quickly once I asked for your help. Again thank you very much. ***** *****

*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. ↩