Complaints

This profile includes complaints for Nyle Maxwell Supercenter's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Nyle Maxwell Supercenter has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Nyle Maxwell Supercenter

  13401 North FM 620 Austin, TX 78717

  
• 

  Nyle Maxwell Supercenter

  13401 FM 620 N Austin, TX 78717-1020

  

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:10/29/2024

  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.

  On September 16, I received Llumar ceramic tinting at **** Maxwell CDJR Austin. The total cost was $973.17 with tax. Initially, they quoted around $280, but when I arrived, I was informed this didnt include the windshield. They then offered a special for $1,200 Llumar tinting at $899. To avoid delays and further inconvenience, I accepted.After completion, the receipt only listed "Llumar" without specifying the model. Upon inspection, I noticed the installed film lacked the official Llumar branding, which is standard for genuine products. The next day, I called to report visible bubbles in the film and requested the model details, authenticity certificate, and warranty. ******, the contact, responded dismissively, stating, "Its unfortunate you have little confidence in me or our dealership. He promised documents but failed to provide any.On September 20, I followed up. The bubbles remained, with additional dust and defects visible on both front and rear windows. I again requested the authenticity certificate and warranty. I checked with other authorized ****** dealers and found the film should cost around $600, with some quotes under $500, and the model on my invoice did not exist. I was told the film was improperly installed and would need replacement. I informed the dealership that, without documentation, I would consider this fraud and requested a transaction cancellation with a refund.****** responded unprofessionally, saying, "You have done nothing but cast aspersions and doubt us from the very beginning. You have questioned and scrutinized every detail, accusing us of being scammers!" He continued to deny documentation.On October 1, I contacted ****, my original salesperson, sharing texts with ****** and photos of defects. **** did not respond.This experience clearly feels like deception and fraud. They offered no explanation, treating me as if I were at fault. Charging over $900 in this way is unacceptable. I request assistance in resolving this.

  

  Business Response

  Date: 11/20/2024

  Mr. ***** we apologize for the inconvenience and sorry that you were not happy with your window tint.  We have reached out to address the issues with the window tint and have facilitated direct communication between you and our vendor, as they are the authorized Llumar dealer.  Please see the info sent to you via text, with the phone number and contact info of the owner. The owner of the ****** dealership is aware of the situation and is expecting your call.  Should you need further assistance, please do not hesitate to contact us.   
  

  Customer Answer

  Date: 11/20/2024

  Complaint: 22484968
  
  I am rejecting this response because: I sent the below email to the company's manager(******** B. ********)

  ----------------------------------------------------------------------------------------------------

  Phillipe,
  
  I am deeply disappointed and shocked to receive your recent communication, which continues to deceive and mislead me as a consumer.
  
  Tint Invoice and Product Discrepancy:
  You attached an invoice from *************** claiming it covers the Llumar Tint installed on my vehicle. How can you prove the product listed on the invoice was actually installed on my car? Furthermore, the invoice only mentions "CTX," while your employee, ******, previously confirmed via text message that the product installed was from the Pinnacle series, which is different. Based on my understanding, the price for CTX installation is typically around $300, not close to the $900 I was charged.
  
  Llumar Warranty and Certification:
  I am in the process of verifying the tint installed on my vehicle with an authorized Llumar dealer. To resolve this issue, you must provide a proper transferable lifetime limited warranty document from ******, including a serial number that can be verified by Llumar. This is necessary to substantiate your repeated claims that the product is genuine and covered by a lifetime warranty.
  
  Quality Issues:
  The installation itself was subpar, as I have previously shared in photos. Dust remains trapped between the film and glass, and there are visible bubbles throughout. For a $973.17 tint job, this level of quality is unacceptable and insulting.
  
  SideStep Pricing Discrepancy:
  You mentioned $795 for the SideStep, which I was included as part of my vehicle purchase package. 
  Additionally, the installed SideStep appears to be a Chinese-made replica that costs around $150 online. 
  Even accounting for labor, this pricing is unreasonable and further evidence of deceitful practices.
  
  Furthermore, this issue is unrelated to the current tinting dispute. The SideStep was a service promised to me as part of the vehicle purchase negotiation, agreed upon with both the salesperson and the manager at the time of sale. Bringing this matter into the tinting issue and attempting to justify the pricing only amplifies your deceptive practices and further damages your credibility.
  
  Resolution Demands:
  You have two options to address this situation:
  
  1. Provide a verifiable transferable lifetime limited warranty for the Llumar product and allow me to have it reinstalled at an authorized Llumar dealer.
  2. Issue a full refund for the tint and takeout the installed tinting from my car clearly.
  
  If you fail to resolve these issues, I will not hesitate to pursue every available option to protect my rights and expose these deceptive practices.
  
  I have no intention of returning to Public Tint for a reinstall, as it is not an authorized Llumar dealer. I expect a response addressing these points promptly.
  
  

  
  ----------------------------------------------------------------------------------------------------
  Regards,
  
  Tae *** ****

  

  Business Response

  Date: 11/21/2024

  We have proven to the customer that the tint that was put on the vehicle, is indeed the brand that he wanted. The tint company will give him a full refund once he takes the vehicle back to them to remove the tint. We have done everything that hes asked. 
  
  

  Customer Answer

  Date: 11/22/2024

  Complaint: 22484968
  
  I am rejecting this response because:
  
  Dear BBB,
  
  I am writing to address the recent statement submitted by **** Maxwell regarding my complaint about the tinting service on my vehicle. Unfortunately, their statement contains significant inaccuracies and fails to reflect the full scope of the unresolved issues.
  
  Key Points of Misrepresentation:
  Verification of the Tint Brand:
  **** Maxwell claims to have "proven" that the tint installed on my vehicle is the brand I requested. This is not true. To date, they have failed to provide any verifiable documentation, such as a warranty card, quality assurance certificate, or other supporting evidence to confirm the tint brand. Without these documents, their claim remains unsubstantiated.
  
  Unfulfilled Promises:
  While they stated that the tint would be removed and a refund issued, they have not taken any concrete action to resolve the matter. No specific schedule for the tint removal has been provided, nor has the refund been processed. Merely stating an intention to resolve the issue does not equate to actually resolving it.
  
  Misleading Claim of Resolution:
  **** Maxwell claims they have "done everything Ive asked." This is categorically false. My requests for clear communication, proper documentation, and timely resolution have not been met. Their lack of action has caused unnecessary delays and frustration.
  
  Additional Concerns:
  Accountability:
  My agreement was made with **** Maxwell directly, not with their subcontractor, Republic Tint. As such, **** Maxwell is solely responsible for addressing and resolving the issues under the agreement. Their attempt to shift responsibility to a third party is unprofessional and unacceptable.
  
  Customer Service Issues:
  The dismissive tone and lack of transparency in their communication have made this situation more stressful than necessary. Despite the inconvenience and delays caused, I have not received an apology or any acknowledgment of the poor service.
  
  My Requests:
  I respectfully ask BBB to hold **** Maxwell accountable and to ensure they take immediate and concrete steps to resolve this issue by:
  
  Providing a verifiable schedule for the tint removal and refund process.
  Issuing the refund immediately after the tint removal.
  Providing proper documentation to confirm the brand of the tint, if applicable.
  Acknowledging and addressing their poor handling of this matter and ensuring better customer service practices in the future.
  Thank you for your assistance in addressing this matter. I am committed to working toward a fair resolution and ensuring that **** Maxwell is held accountable for their responsibilities.
  
  Sincerely,
  Tae *** ****
  

• Initial Complaint

  Date:08/26/2024

  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.

  This is our third time at the dealership for different ongoing problems with our vehicle. We have been without a vehicle for 3 month with no word of when the problem with it is going to be resolved. We have been paying for 3 months and no resolution has been given to us. The vehicle is unsafe due to not having acceleration when needed. We need help in getting this resolved, either getting out of this vehicle or getting a new one. We ask if we can be assisted on this matter.

  

  Business Response

  Date: 08/27/2024

  I talked with Mr. ******** today, August 27, at 3:20pm

  He let me know that his Jeep Grand Cherokee is in a shop in ***********, ***

  He did purchase the vehicle from our store, Nyle Maxwell of Austin, however we have not had the vehicle in our ****************** at any time.

  I am reaching out to the dealership in *********** to offer any kind of assistance that I might be able to provide.

   

  Otherwise, we are not able to help in this situation, being that the vehicle is in ***********, ***

   

  **** ******

  Customer Answer

  Date: 08/27/2024

  Complaint: 22187524
  
  I am rejecting this response because:

  Our complaint is originally of the vehicle we purchased, 2023 Jeep Grand Wagoneer, with **** Maxwell, the reason why we are bringing them into the picture. It is being serviced  by a **** authorized dealership in our hometown. As mentioned by **** *******, we purchased our vehicle at **** Maxwell which is 5 hours from our hometown and we were originally told that we could take it to any Jeep Authorized dealership for service.  If the 2023 Jeep Grand Wagoneer needs to be taken to **** Maxwell for repairs, let us know.  The current dealership that is servicing it is ****** ***** Jeep in ***********, **. They have been in contact with Jeep engineers to resolve the problem for 3 months but have had no luck.  We would appreciate  good customer service from **** ********************** to help us resolve the issue with Jeep. AS mentioned when purchased, any issues that would come up, **** Maxwell Dealership would assist us. If no assistance can be provided by **** Maxwell Dealership, them direct us to who we can direct ourselves to, to resolve this issue.  We hope that you can see our side, that we have been patiently waiting for our vehicle to get fixed but 3 months is too much time.  We hope that Jeep will stand by the product that they sell and resolve this issue as soon as possible.   

  Regards,
  
  ***** ********

   

   

  

  Business Response

  Date: 10/10/2024

  I will call the dealership where his Jeep is at and find out the problem.  Then I will call my contacts at **** and ask for help with this issue. I will call to give an update to the customer.  
  

  **** ******. 

  Customer Answer

  Date: 10/15/2024

  Complaint: 22187524
  
  I am rejecting this response because:  This has taken way too too long for a new top of the line vehicle.  I won't feel safe driving this vehicle. Why can't the techs and engineers, the third one out there,  figure out what is the problem?  Did I get a lemon?   
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 12/04/2024

  We have tried to help this customer but the vehicle is not at our location. We have a new ** here named ***** ********. If he would like to reach out he can at ************

  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.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:08/21/2024

  Type:Customer Service 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 live in ******** and purchased my vehicle in *****. I cant register my vehicle with out the title of my car and was told they would handle my tags and registration. My temporary tags runs out 8/30/24. I have emailed and called and left voice messages and no one has contacted me back about this matter. I will have a vehicle not legally to drive after 8/30/2024. I have spoke with the **** and they informed me they can not give me any information without the approval of **** Maxwell car dealership.

  

  Business Response

  Date: 10/02/2024

  I talked with this customer several weeks ago.

  At that time, he informed me that he had received his plates and everything was taken care of.

  I verified the information.  He has received his plates.

   

  Mike Wilson

  General Manager

   

• Initial Complaint

  Date:08/06/2024

  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.

  We took our 2016 Ram 1500 in after it shut down and the serpentine belt was found shredded. They found the air compressor and condenser needed to be replace (which we agreed to under warranty) and opted to replace the serpentine belt ourselves for $22 vs the $100+ they quoted. We received a message the truck was ready to pick up which to us (and the warranty company) means testing was done to ensure all was working properly. At no point during the repair process were we told no testing was done to check the newly installed parts. The next day we started noticing the truck driving odd and the A/C not cooling so we let the dealership know. The service rep ***** notified us in text AFTER THE ***** proper testing wasnt done yet they let the truck go and took payment for the repairs i.e. the deductible. We pushed back on them trying to say theyre not liable and asked for a GM to call back which never happened. I called again on 7/30/24 and spoke to ******** the GMs secretary to which we were told she would have the Service Director contact us. This still has not happened as of 8/5/24. We took the truck to ***************** where they found the water pump and radiator needs to be replaced, all which would have been found had **** Maxwell done a test drive. Were out $200 for the warranty deductible to **** and about to pay another $200 to ***************** so they can complete the repairs that should have been done the first time by ****!! Were highly aggravated with their blatant disregard and disrespect to paying customers and we will never purchase or do business with them again!

  

  Business Response

  Date: 08/06/2024

  I talked with ****************** this morning.

  He authorized partial repair, but did not authorize the belt which is needed to drive the vehicle.

  ****************** did the final belt repair himself at our facility.

  Because he chose to do the final repair himself, we were not able to drive the vehicle for a final test drive.

  I will reach out to ****************** for a final resolution.

   

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

   

   

• Initial Complaint

  Date:07/01/2024

  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.

  May 28, 2024 bought a pre-owned 2020 ****** pickup from Nyle Maxwell Supercenter, North Austin (*****). Paid a total of $38,005--($31,00.24 financed, $4000 down payment, $3000 trade in). After 3 weeks and not even having made my first payment, the Truck shut sown a few miles from my home. Basically the whole electrical system had gone out. I had Truck towed to *********************, the nearest ****** delalership. They diagnosed and gave estimate of $17,000 + to fix. Bumper to bumper warranty I bought at dealership wouldn't cover it. **** Maxwell refuses to do anything. Wont pay to fix it, won't refund my money and take the truck back.

  

  Business Response

  Date: 07/11/2024

  ************ is taken care of.

  I repurchased his truck and sold ************ another vehicle.

   

  Everything has been taken care of.

   

  Thanks 

   

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

   

• Initial Complaint

  Date:06/18/2024

  Type:Customer Service 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.

  The unethical and negligent business practices your dealership uses. I was in today 6/17/24 and working with your salesmen *************************. For staters youre poor email system gives the wrong address for the dealership your used lot is on, and your receptionist at your dealership with your new vehicles is one of the most rude and unprofessional people I have encountered. Upon finally getting to the other lot, I met *****. He was very nice but also very quick to get my information and slow to get me any answers and the whole test drive process was smooth but seemed off. I was in to purchase a 2017 Durango R/T that you had listed on the website I had inquired about 3-4 days prior to getting my appointment. Loved the car and took it out for a test drive, when we arrived back to the dealership we got the paperwork going and I left for him to get my the loan approval. When the original numbers came we would have been about a ***** difference in up charges and your sales men tells me I need an additional $5k ontop of the 2k down payment and trade in. But thats not even the best part. You guys had SOLD THE *** 3 DAYS AGO! You let me drive someones car they had already purchased, you had it still listed on the website, your salesmen didnt know it was sold, your finance team didnt know it was sold, and your management team didnt know it was sold. You pulled my credit 8 times for a car you had already sold impacting my score, wasting my time and showing truly how poor youre staff is at record keeping, and are professionals at wasting peoples time.What would have happened if we had been hit by another car on a test drive how do you explain that to a customer who has already bought the car? As a consumer Id be furious that I had several extra miles on the car from when I purchased it how many other people had you have test drive it while its sold too! And then 3 hours after getting the information that it was sold its still on the website! Thats insane.

  

  Business Response

  Date: 06/18/2024

  I talked with ****************** this morning.

  He understands what happened and we talked about the misinformation he had been given.

  I am currently looking for another vehicle for ****************** and he knows that I will reach out to him once I find another SUV to his specifications.

   

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

  General Manager

   

• Initial Complaint

  Date:04/08/2024

  Type:Customer Service 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 took my 2024 Ram 1500 for repair because the steering wheel was not centered while going straight down the road. It was canted to the left. I waited a month for the appointment so theyd have a loaner vehicle for me. I had other concerns while it was in service and communicated them to the service advisor. When I went to pick up the truck, the steering wheel was now canted to the right to keep it straight on the road. I returned the truck the same day and told the service advisor that the steering wheel was now canted to the right. The next day the service advisor called and said that the techs had aligned the truck and it wasnt canted to the right. I arranged to show the service advisor the issue while I drove. On Friday I went to the service department and met with the service director. He rode with me and I showed him on multiple stretches of level roads that the steering wheel was not straight. All he did was tell me that he didnt know what to do because it was aligned. I made an appointment with **** Maxwell in my local area the following Saturday. That evening I went to clean the bugs off of the front of my truck and noticed a deep scratch in the front bumper filler below the headlight. I called **** Maxwell and spoke with ************ I emailed him photos and he said someone would call me Monday morning. No one called on Monday March 26, 2024. So I called that afternoon to speak with the General Manager ************ I told him my truck was still not fixed and that it was damaged while at *******************************. He said he would call me back later in the week and he never did. So I am being ignored.

  

  Business Response

  Date: 05/16/2024

  I've spoken with Mr. ***** several times.  The alignment issue was taken care of as far as we are concerned.

  My Service Director rode with ************** and verified that wheel was straight and the truck was driving correctly.

  ************** was going to take his Ram to another **** Maxwell store in his home town.  As far as I know, that has not happened.

  If ************** can bring his Ram to my dealership, I will look at the scratch and review the steering again.

  Mr. ***** can contact me at ************ to set an appointment for both.

   

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

  Customer Answer

  Date: 05/16/2024

  Complaint: 21542763
  
  I am rejecting this response because:
  ********************* decided to respond after the BBB sent me a message that they were closing the case because they could not contact the dealer. **************** has either a bad memory or is straight up lying. First, his maintenance shop did not align the steering wheel on the truck, **** Maxwell in ******* did. His service director even admitted to it not being straight. I drove him down the highway and showed him multiple times. All that was needed was to adjust the drag link. I called the dealer when I noticed the scratch. I sent an email to an employee by the name of ************************* with the images of the scratch. The following week I called to speak to *********************. I explained that my steering wheel alignment wasnt fixed and that my truck was severely scratched. His response was could it be touched up with touch up paint. Seriously? Its 2024 and you want to apply touch up paint. I told him that I was taking it to *********************** Maxwell to have the look at the steering wheel. ********************* told me hed follow up and call at the end of the week. He never did. MY TRUCKS STEERING WHEEL ALIGNMENT WAS NOT FIXED BY THE AUSTIN **** MAXWELL, IT WAS FIXED IN KILLEEN. ********************* called one time during this complaint and never offered a solution. When I spoke to him he told me more lies or he couldnt even remember the conversation we had prior. He said he told me to have Killeen. **** Maxwell take pictures which never told me. I took pictures of the scratch and I told him I sent them to *************************. This place cant get there facts straight. They make up a new story every time they decide to reach out to me which is seldom to none. 
  Regards,
  
  *********************

  

  Business Response

  Date: 05/30/2024

  I have reached out to Mr. ***** several times.

  If he would like to call me or I'm happy to call him, we can resolve these issues.

   

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

   

  Customer Answer

  Date: 06/03/2024

  Complaint: 21542763
  
  I am rejecting this response because:

  This dealer should be calling me to correct the issue. They damaged my vehicle. Why do I need to call to talk to them? I will reject responses until someone fixes the scratch or reimburses me for cost of the repair. This place doesnt care about their customers after the sale. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/22/2024

  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.

  Purchased New Ram **** Dec 27th 2023. Drove the truck 600 miles between then and 1/18/24. Within 400 miles the "Service traction control" system light illuminated. I scheduled an appointment for service. I started correspondence (attached) with the service writer at which point they tell me my vehicle *** not be safe to operate, but I can come pick it up because the part *** not arrive in the foreseeable future. I have tried to get them to help me with some temporary transportation, but that *** not be good enough. The vehicle warranty clock is ticking, first payment due soon, and I need my truck. It's the whole reason I bought a new vehicle "for reliability".

  

  Business Response

  Date: 02/06/2024

  I've contacted ****************** by phone.

  A message was left for him asking for a return call.

  I do not show ****************** in my system.

  Once he contacts me, I will see how we can assist.

   

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

   

• Initial Complaint

  Date:01/03/2024

  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.

  On November 15, 2023 I dropped my drivable vehicle off at Nyle Maxwell for service. On November 24 they let me know that the part was on back order. If I wanted to take my car back and not have them do the repair, they were going to charge me $200. They also told me their loaner cars were all taken until the end of ************ was mid-December. That doesnt even make sense. I need them to give me a loaner car or finish the job so I can go back to work, this is ridiculous!

  

  Business Response

  Date: 01/03/2024

  The vehicle is currently in the shop.

  The parts were on back order.  Factory parts have been very difficult to obtain due to the strike.

  I have given the shop instructions to complete this vehicle as soon as possible.

   

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

  General Manager

   

  Customer Answer

  Date: 01/04/2024

  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. I just hope that in the future for other customers, you provide loaner vehicles, especially if youre going to keep their car for more than 30 days. I happened to be lucky & the timing with the holidays, allowed me to borrow cars & ride share the last 50 days, but this wouldnt have lasted another two weeks. Most warranty companies only provide a rental for 10 days absolute max.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/01/2023

  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.

  I have a 2023 wrangler with 26k miles, still under warranty. For the second time in a months span- I was driving 70 and dangerously dropped to ********************************************************************************* the battery as a fix. It then happens a month later again. It has now sat at the dealership for four weeks leaving me stranded without any vehicle unless I keep fronting the cost of a rental out of pocket. I have been told there is nothing they can do to expedite and they have some vehicles that have sat for several months without being worked on. **** refuses to provide a rental to me and refuses to make any effort to get this part allegedly sitting in ******* They are blaming workers strikes that ended two months ago and short resources, but have no problem at all continuing my monthly lease payment even though I dont have the vehicle in my possession. Even though the Jeep is STILL UNDER WARRANTY I have been left either stranded or paying hundreds of dollars for a rental with absolutely zero eta on a fix, and a potential several month timeline before its resolved. My jeep is still sitting at the dealership and they are making no effort to help me with a rental or loaner and said it could take several months. What am I supposed to do for several months? The jeep is under warranty but that doesnt seem to matter.

  

  Business Response

  Date: 12/01/2023

   

   

  Good afternoon,

   

  I reached out to ************** via email this afternoon with an update on his transmission valve body that is on order.

  We are awaiting the arrival of this part to complete the repair on his vehicle.

  Once here, we will expedite the repair.

   

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

  General Manager

   

  Customer Answer

  Date: 12/01/2023

  Complaint: 20941576
  
  I am rejecting this response because:
  
  

  This is the same regurgitated response I have been given for weeks now. Having the work expedited when the part arrived does NOT help me if the part never arrives and I am going week after week paying for a rental out of my own pocket. As per my initial request, I need Jeep to get me a rental or refund the rentals Ive already paid so I can afford another until this is resolved. I had an escalation case opened with corporate who stated 1-2 business days for them to reach out to me. Here we are 2 business days later and Ive heard nothing. I call corporate back and he states they are just now getting caught up on the cases from several days ago, and to expect a few more days. I do not have a few more days. I have a full time job and a life that requires transportation and to expect me to just sit for weeks and weeks without a vehicle while Jeep offers absolutely nothing other than an apology and a promise to expedite the work whenever they can actually begin working is utterly absurd. I need a resolution to me not having transportation. I cannot and will not pay for a rental on a vehicle under warranty for several months as stated in the customer service response, until this is eventually resolved. That is a ludicrous request to expect customers to make due for that extended of a time period with zero offers to get a rental or funds for a rental. 
  Regards,
  
  *********************

  

  Business Response

  Date: 02/21/2024

  We have repaired ************** vehicle and he is taken care of.

   

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

  General Manager

  Nyle Maxwell of Austin

   

  Customer Answer

  Date: 02/21/2024

  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.
  
  Regards,
  
  *********************