Stephen AutoMall Centre

Reviews 3

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Chris Mclellan

Its best to read ALL of the reviews before choosing this place to do business with. This review has to do with the service department, cant say anything about Sales but I hope its better than this! Brought our car to them a few weeks ago as it was running very rough and would stall out. We were informed that it was a "high pressure fuel pump" Price was roughly $1,600 to repair. Work was authorized, and we picked the car up. The next day the car had a TERRIBLE fuel smell coming from inside the car, as well as around the outside. Due to the holiday, we had to schedule to bring the car in this week. The day after the car was brought to the service department, we were informed that the fuel smell was due to the fuel injector O-rings leaking ( why was this NOT caught the first time???) and the cost was $775.00 (mind you the the AC Delco injector orings cost $34.00, and the book time for this was 1.5 hours, coming up to $494 per hour!!!). Realizing this was very unreasonable and something that, if in fact was true, was overlooked the first time we politely declined further work. Now it goes downhill from there, the female service advisor said "well if you decline further repairs, you are subject to a $350 tear down fee. Did I hear this correctly? For inspection/diagnosis it requires the upper intake plenum to be removed, NO INJECTORS WERE BEING REPLACED! so Where do you come up with $350 to inspect for leaky fuel injectors??? Can you say price gouging? We instantly asked for a manager, but he was not available and would call us back. He did infact call us back and offered to do the ENTIRE job for $350.00. Now im thinking, if something shady was not going on here, why would you cut the job almost in half??? Enough was enough, we simply felt the dealership was not competent enough to handle the repair AND satisfy their customer ( mind you we just spent $1600 not even 2 weeks ago) we again, politely declined their offer and asked for the car to be ready for pick up today (12-5-14). We were then told by the service manager that they were no longer willing to work on our vehicle ( I thought this was funny, like wed bring it back) and in the middle of the conversation decided to just hang the phone up, maybe it was for the best he did that. Im really sorry guys for a LOOOOONG review, but I believe in helping other people out and what we went through was just down right terrible, and offensive knowing they were taking advantage of a woman. Im not even sure why Google allows 1 star, but they are being generous. If there is one thing to learn from this, its GET A SECOND OPINION. ***UPDATE***. We have driven the car almost daily since picking it up from Stephen Automall WITHOUT the repairs being done, there is ZERO fuel smell, the car runs perfect. Was brought to another repair facility and was inspected, there were no leaking fuel injectors. if this doesnt scream scam I dont know what does....

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robyn richardson

I am COMPLETELY disgusted by this dealership! I made the mistake of buying a used Mercedes from them. Ive had it about 3 or 4 months now. I brought it back to them about a month ago because it seemed as tho the brakes were dragging and it caused the car to shake (that was my perception of it but being a girl and NOT a mechanic, what do I know!!) Anyhow, I get there and they dont work on Mercedes, Ill have to take it to a Mercedes Dealer. Are you kidding me??!! The whole reason I bought a car there (2 by the way, one for myself and one for my son!!) was for the convenience of being close to home for repairs and such. SO it takes me another week to get to Mercedes, and they schedule me for 2 weeks out. Come to find out.... The car has after market brake pads on it and the emergency brake was tightened too tight - which makes sense why I thought it was dragging. And to make matters worse EVERY ONE OF MY RIMS ARE BENT!!!! So, armed with this info, I go speak to the manager about all of this. I had to pay $250 to UNTIGHTEN the emergency brake, that CLEARLY they over tightened because theres NEW Fing brake pads on the car!!!! Uggghhhhh Im sssssoooooo mad!!! I also tell him about the rims and ask him what he can do for me. He looks the car up and his words to me - You put 5000 miles on this car, were not doing anything. WHOOPDIE FING DOO!!!! 5000 miles is NOTHING!!!! Ive never been so insulted in all my life!! What does he think I was doing in that car?? 4 wheeling?? As I left, I said that I would NEVER buy another car from them again. He said OK. What a disgusting, insulting, condescending experience. It is going to cost me $4000 to replace those rims to stop the car from shaking on the highway. And he didnt even offer to reimburse me ATLEAST for the brake repair!!! If they had serviced my car like a normal dealership - they shouldnt even charge me for that!! Little does he know, I dont keep cars long and this one will be going sooner than later and I wont even check Stephens website when I am ready to buy!! My advice to you, make sure when you test drive a car that its MINT before you take it off the lot. Make sure they are equipped to repair whatever car you do buy (they even had to send my son to a Mazda Dealer because they didnt have a tool to work on his) Other than the salesman and the finance guy - This place is a complete waste of MONEY!!! I WILL NEVER EVER NEVER EVER EVER buy a car from here again!!! I will have it transferred to another dealer if its a must have car - if you can even do that!! They shouldnt even sell cars that they can repair!!!

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Vincent Smith

Over the weekend, I helped my mom purchase a low-mileage Certified 2014 Toyota Rav4 from Stephens Toyota, and we worked w/ Saeid. She had been in an accident recently, and she was in the market for a new vehicle. However, being recently retired, she is on a very strict budget. We have spent the better part of three weeks researching vehicles and dealerships. She has test driven many vehicles, including the Mazda CX-5, Subaru Outback, and Hyundai Tuscon, just to name a few. We had visited numerous dealerships in the Hartford area, and we were getting more and more frustrated with the process. From overly pushy salesmen to completely disinterested ones, plus ridiculous "no-haggle" gimmick pricing, we had experienced the full gamut. Finally though, on a whim we decided to check out Stephens AutoMall in Bristol because we saw online that they had a huge variety in a single location. When we pulled in and began to browse, we were greeted by Saeid ("Sah-eed"). At first, we just wanted to check out what they had, so of course we told him we were "just looking," and he gladly allowed us to look around without hovering or stalking us. He did however offer some good tips on where certain things were located on the lot, and offered to assist if we wanted to take a closer look at anything. Which we eventually did. After Mom homed in on a vehicle, he grabbed the keys for us and she took it for a spin. During the ride, he asked Mom about her accident, and showed genuine sympathy for her whole ordeal. Thank you Saeid. Next, we went in to "talk numbers." After some initial negotiating, it seemed like we might have been at an impasse, but Saeid and the sales team managed to hit our number, and she signed the contract. Although their original sticker was fair, any savvy car buyer knows to negotiate, and we were able to get a knockout deal that Mom was very happy with. Overall, the entire process was relatively painless, and Mom drove off the lot with her new vehicle later that day. I rarely write reviews, but I felt like the positive experience we had at Stephens was worth taking the time to write about, because I know the car buying process is a daunting one. As consumers, we rely on the real life experiences of others to sift through the noise. I hope by sharing our story this will help others to make the right choice, and choose to shop at Stephens, and I highly recommend you ask for Saeid. Good luck!