In July of 2008 I purchased a 2004 PT Cruiser and traded a 1997 Jeep. From a sales buying perspective, everything was great. The salesman (still employee there as of this writing) was great. Even the finance guy wasn’t that bad to work with. We got an amazing deal on the PT Cruiser and they gave us fair value for the trade. We wrote in they had to fix the air flow direction knob as condition of sale. I was quite happy overall. Then, the fun started…

Two weeks after buying the car, the lights around the speedometer went out. By chance, the sales guy followed up that day to see how we liked the car. We told them the lights went out on the speedometer, but he didn’t car. “Call service, that’s not part of your warranty”. I called service and they wanted over $700 to replace the bulbs. I went to AutoZone and purchased the bulbs and a Chilton’s book for $30. Add 1 hour of my time and the speedometer worked like a champ. I’m all for mark-up, but $670!? Strike One.

Six months later, the air flow know doesn’t work again. Service wants $1,000 to fix it. I explained they had fixed it once and it didn’t even last 6 months. I’m not saying warranty everything for the life of the car, but a $1,000 repair (I saw the “bill” the first time when they fixed it as part of my deal) should last more than 6 months. I explained this to the service manager who agreed! Great, we’re getting somewhere. After a week, he didn’t call me back. After another week of me calling him everyday, I finally talked to him. He said “there’s no more good will dollars on that car, there’s nothing I can do”. In other words, I got too good of a deal on the car so they aren’t going to stand behind their work. Nice. Strike Two.

This winter has been horrible. My girlfriend hits a snow bank and rips off the front bumper. She calls over there to get the part number for the front bumper cover so we can start shopping price. They tell her “we don’t give out that information over the phone.” What!? Okay, they must be playing jacked up game. So, I drive down there and they still won’t give me the part number. Gave me a price, but no part number. Said it was against company policy. So I speak to a manager. Explain that I bought the car there, serviced my car there (car really hasn’t needed much in the last two years…just that stupid air direction thing for $1,000), and now I’m looking for a part number but the parts guy won’t give it to me. Manager shrugs his shoulders quoting company policy so he can’t give it to me. Strike Three.

Oh, and to add insult to injury…if you ever want to go to parts, they close at 5. The front door to the building says 6, their website says 6, but trust me…they close at 5. And, you’re OUT!!

I will never step foot on their lot for anything, not a car, not service, not a part. I will be going to Des Moines Chrysler as they gave me my part number. Please tell everyone you know…DON’T GO TO STEW HANSEN FOR ANYTHING!!! Make them accountable for their work and their attitude toward customers. I believe in doing right by the customer, at least what is fair. They won’t work with you on anything.