ComplaintsforNyle Maxwell Supercenter

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  07/11/2024

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

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

   

  Everything has been taken care of.

   

  Thanks 

   

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

   

• Initial Complaint

  06/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/21/2024

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

   

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

  General Manager

  Nyle Maxwell of Austin

   

  Customer response

  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,
  
  *********************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently had my 2022 ram **** in for service at the the MAXWELL Dodge dealer on Hwy 620. When I went to pick up my vehicle my service advisor ******* told me my paperwork wasnt ready but he would email it to me by the end of the day. After about a week without receiving it I called the dealership to ask and left multiple messages. After no response I called and spoke to their customer service liaison ********* She put me in touch with ******* and eventually he sent me a copy of the ************** Instructions regarding the recalls. I replied to ******** email and explained that I needed confirmation of which recalls had been completed which the ************** Instructions did not provide. I have since sent ******* multiple emails as well as left voicemails with ******** with no response from either. I am concerned that I am unable to confirm which recalls have been done especially because one of the issues can cause a vehicle fire.

  

  Business response

  09/29/2023

  He has several recalls that need parts.

  The parts have been ordered but have not arrived.

  I printed a copy of his paperwork indicating the work performed and the parts that are on order and will email to the customer today.

  Once the parts arrive, we will contact the customer and set an appointment to complete the work needed.

   

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

   

  Customer response

  10/02/2023

  Complaint: 20562104
  
  I am rejecting this response because:
  I was on the Nile Maxwell waiting list for recall parts for approximately three months. I was notified that the recall parts were in and brought my truck in for the repairs/recalls. My truck was in the Nile Maxwell shop for approximately three days and I asked to come pick it up because I needed it for work that weekend. My service advisor ******* told me all of the recalls had been completed with the exception of the heater grid relay. When I asked for documentation of the recalls completed ******* refused to produce them unless I brought my truck back in for the final recall. I have since learned that the only recall that has been completed was the tailgate latch adjustment which was done when I brought my truck in for service previously. I have explained all of this in an email I sent all of this info in an email this weekend in response to an email I received from **************** on Friday 9-29-23. I do appreciate him reaching out to me because I would like to get this issue resolved. I dont think I should have to be on the waiting list again especially after my truck was in the Nile Maxwell garage for three days supposedly having this work done. I have all of the emails between myself and ******* regarding this issue if **************** would like to see them.
  Regards,
  
  *********************

  

  Business response

  10/03/2023

  Good morning,

   

  I contacted **************** and forwarded the documents he requested.

  He thank me for the documents but let me know that he will not be returning to my store.

  I have closed my case on this issue.

   

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

   

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was at **** Maxwell for warranty work and ***** (service advisor person) confirmed vehicle would be kept indoors during all inclement weather due to warranty issue being with the moonroof.Vehicle received hail damage while there... indicating that despite dealers promise - it was not infact indoors during weather. Dealer's repair team estimate ~$3600 for repairs.********************* the ** refused to handle the repairs through their insurance despite their promise to keep the vehicle covered.

  

  Business response

  07/20/2023

  I visited with ******************** today, July 20th.

  I informed him that his vehicle was indoors while repairs were being performed.

  Once the glass was installed in his sunroof making his vehicle water tight, it was parked outside.

  Unfortunately, we had a storm June 16th.

  Multiple vehicles were damaged.

  Customers are responsible for the repairs on their individual vehicles.

  I will certainly assist ******************** in the repair process and try to discount the work needed, but the repair bill will need to be taken care of by his insurance.

   

  Thank you.

   

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

   

  Customer response

  07/20/2023

  Complaint: 20350390
  
  Dodge Roadside Assistance delivered my vehicle to **** Maxwell and **** Maxwell's service advisor agreed to keep the vehicle covered until repairs were complete. Repairs were not complete at the time of the storm.  **************** subsequently attempted to justify not keeping the vehicle covered based on a partial repair; but, that is not what the service advisor agreed to.
  
  **** Maxwell failed to store the vehicle as they indicated they would until the repair was complete; did not notify me of change in storage; stored the vehicle outside uncovered; allowed it to be damaged because it was not stored appropriately, and then failed to promptly notify me about the damage.
  
  **** Maxwell needs to take accountability and pay for the repairs or adjustment in buyback price on the vehicle.
  
  Regards,
  ***************************

  

  Business response

  07/20/2023

  Our position remains the same.

   

  The customer and his insurance are responsible for their repairs the same as all of our other customers have done.

   

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

   

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of purchase - 05/06/2023 Company name - **** Maxwell Pre-Owned Supercenter Address - ********************************* Austin, ** ***** Business Phone - ************ Business Website - nylemaxwellpreownedsupercenter.com On Saturday, May 6, 2023, I saw a couple of 2021 ****** Versa on their website. One had 66K miles, one had 21K miles with similar pricing. Only a little over $1000 more for the car with 21k miles. I made an appointment and went in to test drive them. When I got there, only the one with 21K miles was on the lot. Mine was in the shop until Monday. I could not test drive the one they had on the lot because it was supposedly already sold. That car is still on the website as of Wednesday and in the front of their lot Tuesday night.I was told the two cars were the exact same except for the mileage. I examined the one I was shown. I got the call Monday afternoon that my car would be ready after 6 pm. I was tired from my day and did not inspect the car before leaving the lot, but when I got home, my partner (who is also my co-signer) noticed a fairly large dent and rust on the hood. The salesman told me that the key fob needed a battery and the key light would go off. But it did not. After calling a ****** dealership on Tuesday, I was informed that the key fob is not communicating with the car and that it could cause problems with the car in the future, i.e. it may not start. After researching costs to get a factory set key fob, that could cost anywhere between $50-400.Tuesday morning, I noticed other issues. I texted **** Maxwell with my issues and photos of the damage.I was there Monday night and told them that I was not happy with the non-disclosure of damage to this vehicle. The sales manager told me that she had to talk to the ** Wednesday morning and she would call me. I did not hear anything before 1 pm, so I called them. A third phone call and I finally talked with the ** said they can't exchange the car, which is what we would prefer.

  

  Business response

  06/06/2023

  I have contacted ***********;*********** about her  concerns and to reach a resolution.
  

  
  *********************
  General Manager
  Nyle Maxwell Supercenter.

*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. ↩