Complaints

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:10/10/2024

  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 March 7, 2024 I had the oil changed on my 2019 RAM 3500 truck at this dealership. Then in early June, my wife and I left central ***** and headed for ********. Approximately 50 miles from ********, *****, the check engine light came on. We made it to an ******* just outside ********. We then called ********* RAM dealership there. We had to wait several days before they could even look at our truck. When they did, according to them, they found oil all over the engine and everywhere under the hood!! Including parts and labor, this clean up cost us over $1,200!! I have documentation of all the oil changes I have had since purchasing this truck in 2021, and the only time I have had this happen is when I had the oil changed at **********************! We've tried several ways to communicate with Mr. **** **********************, who is in charge of this particular dealership, i.e. a Certified letter sent return receipt requested (someone there signed for it) in early July, no reply from that. Then, phone calls. . . . . messages left on his personal phone line asking him to call me. He has not responded at all!! I have made attempts to find out if there is a defect of some kind in this truck, of course at my expense. A Diesel mechanic in *****, ******** kept it for a week, and found nothing wrong with it. So far, nothing has been found to be wrong with my truck! I would like to speak to Mr. ********************** about it, and see if he can suggest anything else. I do not think it is fair to me as a good customer ( they have also done quite a bit of maintenance on this truck in past 3 years) not to respond to me at all, and to at the very least negotiate a monetary settlement for what I've had to pay for their mistake! At this point, I do not trust their service department, and would not recommend them to anyone.

  Business Response

  Date: 11/20/2024

  I will reach out to the customer and talk to them about what happened. I do not think there is any way to blame us for any wrong doing if there was a check engine light that came on months after maintenance was performed.

  Customer Answer

  Date: 11/21/2024

  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.
  We have sold the vehicle in question recently due to so many issues and the fact we're not going to need it since we're planning to sell our 5th wheel soon. Rest assured, however, we'll never conduct business with **** Maxwell again!!
  Regards,
  
  ******* *****, ***

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2014 Ram in for some factory recalls and wanted them to look at a check engine light. The first diagnostic was $300 I agreed. I was called to say they needed to do a deeper diagnostic. I agreed to go to $500. After the deep diagnostic I was told the repairs would cost over $6k. I told them I would have to wait or go elsewhere. I wanted to pick up my truck. After I get there to get my truck I am told the price is now $900 for diagnostic. I didnt agree to that cost but I had to pay as my truck was held hostage. I paid $900. I walk out to get my truck to find it was not completely put back together (I have pictures) and the battery was now dead. After a jump box was used, the truck would still just spin and not start. Today, 4/24, I hear from service that they pushed my truck into the lot as it would not start. On 4/26 they call to say the battery needed to charged. I return to collect my truck. Now it starts but will not run, it dies. They insist I get thier repairs. I ask what happened to my truck, I drove it in but can not drive it out. The notes from he mechanic do not indicate what exactly he did in his diagnostic to make the truck unusable. They say I refused service and thus the truck is dead unless i pay 6k for repairs.I am baffled how I was supposed to pick up my truck. It appears something was done to sabotage my truck, forcing me pay for additional repairs. No one can give me a straight answer. Keep in mind I drove the truck into your dealership.

  Business Response

  Date: 05/02/2024

  **************** and I spoke on the phone this morning, Thursday May 2nd. The customer and I agreed to have my technician take 3 hours of his time to try and get the vehicle back to running condition at no extra charge to the customer. If my technician is unable to get it back to running condition, since this is a 2014 truck with over ******* miles on it, I will tow the vehicle wherever the customer needs it towed to, within reason, at not cost to the customer.

  Customer Answer

  Date: 05/10/2024

  Complaint: 21647881
  
  I am rejecting this response because: As of this date **** Maxwell has not contacted me with an update on the vehicle. I do not know the status thus I do not believe they are working toward a solution.
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/22/2024

  The customer had agreed to the dealer using 3 man hours to try and get the truck back to running state (truck has over ******* miles on it). We were unable to get it to a running state and have towed the vehicle back to the customers home at no additional expense to the customer. Customer declined work neccessary to fix issues with truck.

  Customer Answer

  Date: 05/23/2024

  Complaint: 21647881
  
  I am rejecting this response because: We agreed the mechanic would spend 3 hours trying to put the truck back to running condition. The service manager said they took that time to confirm the diagnosis. I never asked for confirmation, I asked for my truck to be running. Not towed to my house. Now I have a truck in the driveway I can not fix, can not sell, soaking up payments.

  I agreed to the bargain in good faith that a mechanic could discover the error and correct it easily. I never dreamed they would re-do the same work procedure that landed me in this situation.

  I did find it odd that the service manager said he sees cars towed home from service all the time. Makes me wonder what is happening in the service department.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/11/2024

  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.

  My wife's Wrangler 4xE had a recall to replace the hybrid battery. We turned the car over to **** Maxwell CDJR of Taylor on March 23 and we still haven't received it back. This issue is going on its fourth week as of Tuesday April 9th and the repair hasn't even started. You could have shipped the car to a location that can work on it if your dealership was unable to complete the work. We call over and over for a status update and never receive a call back. You have taken our $55k hostage and we are footing the bill for a rental until we get reimbursed as well as making payments on the vehicle. It's affecting our finances with the rental bill reaching over $500 a week. We are already out $500 and $1500 due at return of vehicle.After 10+ calls we finally get someone and a service tech says "I have no idea and call back tomorrow and ask for our boss", no, you call us and in the mean time I'll file a complaint and leave reviews everywhere I can. You had my empathy with the service being, "dangerous and difficult" until you refused to give us a status update or even a call back. It was even more frustrating when once our credit card was charged for the third time. Get it fixed or call it a Lemon and replace it. Take over payments on the rental and communicate with your customers. Reimbursung a rental is a short term solution not a long term one. Why do we even need to say this?We have purchased over $100k worth of jeeps in the last 4 years, why treat us this way???

  Business Response

  Date: 04/11/2024

  The customer's Wrangler 4xE is currently in our technician's bay. The replacement of the main Hybrid battery has been replaced. Our technician is running diagnostics after replacing that battery and found that the cabin heater is faulty and we are replacing that today. Once that is complete, he is required to run a test on the newly installed battery which takes 6 hours to complete. As long as this test goes well and there is nothing more for him to do, we should have the Jeep ready to go by tomorrow afternoon/evening.

  I was made aware that we have provided the customer with a loaner vehicle from our fleet as of yesterday. The customer's rental bill from enterprise should be reimbursed from Jeep after everything is completed.

  We, the dealership, have made this vehicle our top priority to get done in our shop and will reach out to the customer as soon as we have it completed.

• Initial Complaint

  Date:06/20/2023

  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.

  REF: 2017 Dodge ************ Laramie **** Continuous issues with *** system, issues started at ****** miles. *** truck was taken into the dealership 11/2020 to get repaired. I had to call RAM because it was out of warranty due to the time (Covid going on) *** said I needed to pay the dealership all labor and they would supply parts (my part $500). Disgusted with Ram and Dealership, it should have been covered by warranty. *** next occurrence was ***** miles later March 2023. *** truck is back to the dealership on April 4, 2023 for the same thing, *** system. ***y stated it was the *** system again, not under warranty AGAIN so I'll pay another $500. After my own research on why the *** keeps going out in a new truck, it turns out that RAM/and the dealership knew they were having issues with the *** system and never disclosed to me that they put the same faulty part in the Truck in November 2020! I had been pulling thousands of dollars of horses around and the brakes could have failed anytime killing everyone in the truck and the horses in the trailer! I finally found out about this and was a nervous wreck that I was never told. I confronted the dealership, and they confirmed that the part was being redesigned and would be ready in August 2023. I confronted *** and they said that they would not confirm or deny that the part was being redesigned. I was told I could 'drive' the truck until the new part came in with all the bells and whistles going off! (Really). I asked **** Maxwell to give me a letter stating that it was safe to drive the truck, in which they refused; I asked *** they refused but told me they would not pull a trailer with it (that's the only reason I bought the truck!!) *** truck is still at **** Maxwell Taylor to date I cannot in good conscience be their test dummy, I do not feel safe in that truck, they need to make it right! Buy the truck back/pay it off and give me a voucher for a new truck with capabilities of the faulty RAM truck.

  Business Response

  Date: 06/26/2023

  
               Nyle Maxwell of Taylor LLC (the Dealership) appreciates the opportunity to provide the  following response to ******************** statement. 
  
                ***************** is the owner of a 2017 Dodge Ram Laramie **** (the Truck).  ****************** did not purchase the Truck from the Dealership. Instead, she purchased the Truck from a private individual in February 2020.  In November 2020, ***************** brought the Truck for the first time to the ****************************** as  the Trucks ABS (Anti-Lock Braking)light had been coming on. The Dealership fixed this issue by replacing the Trucks ABS unit and hydraulic control unit.  ******************** Truck was out of warranty coverage, and she ordinarily would have been responsible for the full cost of the repairs.  However, as a courtesy, ****************** was charged only for the service charges and the replacement  ABS unit and hydraulic unit were provided to her without charge.
  
                ***************** returned to the ****************************** because her Trucks ABS light was again going off.  This return occurred in April 2023,  more than two years after her November 2020 service department  visit.  The replacement ABS unit was in stock and was installed at the time of her visit,    However, the Dealership was unable to replace  the hydraulic control unit at that time, since this unit  was being redesigned by the manufacturer; at that time, the manufacturer estimated that the new part would be available in August 2023.  ****************** was given this information, and she retrieved her Truck on April 20, 2023. 
  
               On May 15, 2023, the Dealership informed ****************** that the redesigned hydraulic control unit had arrived earlier than expected.   ****************** brought her Truck into the Dealership on May 17, 2023, and the Dealership thereafter installed the replacement hydraulic control unit.   On May 24, 2023, the Dealership informed ****************** that her Truck was ready to be picked up, subject to her payment of one-half of the repair costs (the repairs to the Truck were not covered by the manufacturers warranty, which had expired in 2020; however, the manufacturer covered one-half of the costs of the repairs as a courtesy.
  
              The Dealership stands behind its work.  The repairs to ******************** Truck were performed by the Dealership correctly and without issue.  Although ******************** Truck was out of warranty,these services were provided at a discount as a courtesy to her. And Ms.*************; complaints do not appear to be directed at the Dealership, or at the service provided by the *********************************** complaints about the allegedly flawed design of the Trucks ABS system are properly directed at the Manufacturer; as the Dealership had no involvement in the design of the Trucks parts.  Likewise, ******************** concerns about the length and coverage of her Trucks manufacturers warranty are properly directed to the manufacturer that issued the warranty, and not to the Dealership.
  
            ******************** vehicle is repaired and ready for her, subject to her payment of the discounted repairs.  The Truck has been at the Dealership for over a month.  While the Dealership has extended a further courtesy by  storing the Truck without charge over this period, the Dealership requests that she retrieve her Truck in the near future.
  
            Thank you again for this opportunity to respond.

  Customer Answer

  Date: 07/16/2023

  Complaint: 20212356
  
  I am rejecting this response because:  The information is inaccurate and is not truthful.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/01/2022

  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.

  My wife bought a Grand Caravan from Maxwell in Taylor. My dad was with her, as my wife's English is limited. They made a deal and my wife returned (alone) to pick up the vehicle on Thursday (as discussed). When she sent to write the final check, the amount was about $2000 MORE than the agreed amount. Again, her limited English, she felt that she had no option but to write the check. I recently discovered that the reasoning was that the salesman added an **************** Plan that she DID NOT ask for NOR agree to. $1748, or almost $2000 difference. I discovered all of this because recently she was stranded on the side of the road and THAT'S when she discovered that there was no spare in her car. So I contacted the dealership - *******************************- and told them about the spare issue AND brought up that she had overpaid back when she bought the car, but didn't know why. So I did into the paperwork and found it. NOW, Mr. ********************** will neither answer, nor return my calls. You (**** Maxwell CDJR) OWE us:- $1748 for a service plan we DOS NOT agree to - a spare tire and tools that were supposed to be in the van, but were not - $346 for the middle of the night roadside repair that she shouldn't have had to call for (if she had her spare and tools)- a formal apology from the dealership - termination of the racist SOB that abused my wife's limited language skills in order to deprive her of money

  Business Response

  Date: 03/20/2023

  We apologize for the delay in completing the repairs and hope the customer is enjoying their vehicle again.

  Customer Answer

  Date: 03/30/2023

  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:11/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted **** Maxwell dealership on November 9, 2022. The 2018 Jeep Renegade I purchased on September 5, 2022, did not come with the tool that unlocks the tires or a ***** Due to a flat tire, my son was stranded in ******. After speaking with the service department, it was determined that the tool needed to be ordered. In an attempt to retrieve this tool, I contacted every Jeep dealership and several tire shops in the ****** area. At 9pm after the vehicle was towed, a company came to our home and changed the tires. When I emailed our salesperson, I discovered he was on leave, so I was referred to ****. **** informed me that there was nothing he could do but break the locks on the remaining tires. The fact that nothing can be done to assist us with a vehicle we just made our second payment on is a bit disappointing to me. I just purchased 2 vehicles on September 5th. In response to my frustration, he promised to look into the matter further and get back to me as soon as possible. Since that call on Tuesday, November 15th, I have not received a follow-up call. I would like to be reimbursed for the towing fee and the service fee. I am not seeking reimbursement for the tire. In addition, how can we receive the tool that unlocks the tires, so this does not occur again in the future? On November 17, 2022 I emailed ****************************************************** and to date I have not received a follow up.

  Business Response

  Date: 03/20/2023

  We apologize for the delay in completing the repairs and hope the customer is enjoying their vehicle again.

  Customer Answer

  Date: 03/30/2023

  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:10/12/2022

  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.

  My vehicle has been in this business's service department for warranty engine repairs since July 19th, 2022 (it is now October 12, 2022). Many different engine issues have been diagnosed over the months despite an a third party diagnosis (diagnosis dated 7/7/22 attached) stating to replace the engine due to failure. They've also refused to continue engine work until I paid for non-warranty work such as fuel system cleaning and an auxiliary battery, totalling almost $700 in repairs that were not related to the problem and did not assist in getting the vehicle properly running. And an additional $200 in ride-fare to and from the business as they have tried to return the vehicle 3 times with out a resolution. My tires and wheels were even ruled as the cause of power loss for some time in complete error as they are with in the manufactures specifications. As of October 10th, 2022 the business has finally ordered a replacement engine for the vehicle, but they will not provide me with a loaner vehicle in the interim and do not have a completion date for the vehicle due to backordered engines. The law states that they have 30 days total to return the vehicle repaired, this deadline has been for exceeded, prior to the engine being ordered.I've requested my money back for the out of pocket repairs that were required by the dealership before they would continue with the warranty repairs, and have been denied. I have also been denied a loaner vehicle as recent as 10/12/22.I understand that a part is not currently available. Had the part been ordered months ago, instead of investigating how the business could get out of replacing the faulty engine and forcing the customer to be with out a vehicle for months with out a resolution date, I believe my vehicle would have a replacement engine by this time and they would not have exceeded the federal and state regulations by such an atrocious length of time.

• Initial Complaint

  Date:06/22/2022

  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 brought our vehicle in for an issue that is covered by the warranty we purchased when we purchased the e vehicle we brought our car in on or about April 12th. It has been THREE months Anns they have not even begun repairs. We called again today (****) as they never call when they say they will and were told that to why are taking the transmission apart to take pictures for the warranty company. We were told 2 weeks ago they would have a transmission on Wednesday and we would have our car back on Friday. And today we are told they havent even started the process of getting the transmission. We have been without our vehicle and have been making our monthly payments along with having to pay for rental cars we are a family of 2 working adults and two active children we need transportation and they have been dropping the ball on this for far too long. Not to mention this is the e SECOND time we are going through this with this company the first time they had our vehicle for close to 3 months they made the repair and on the way home we had to turn around ad bring it back due to not correctly installing the transmission. We extremely frustrated and want resolution so we can move on.

  Business Response

  Date: 06/22/2022

  I am very sorry to hear of the issue that the ********** are having with their vehicle. Unfortunately, their vehicle was not purchased nor is it being serviced at **** Maxwell GMC. I wish you the very best and if I can be of assistance please do not hesitate to contact me.

  Business Response

  Date: 08/01/2022

  The repairs were completed on 7-6-2022 and the customer has their vehicle.  We apologize for the delay in completing the repairs and hope the customer is enjoying their vehicle again.