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:01/09/2024

  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 purchased a ************************** August of 2023 and the car has been disabled for a month now due to motor mounts and the transmission. I've spoken with them several times and they are refusing to fix the car nor give me my deposit back and I need help.

  Business Response

  Date: 01/18/2024

  We apologize for any inconvenience you've experienced we are committed to resolving this as soon as possible. Upon reviewing the collection department notes, on December 20, 2023 the customer reached out and let us know about the issue customer mentioned she was going to voluntarily surrender the vehicle or take it to a shop since she was not able to maintain insurance on it. To address these concerns, upon purchase customer was given a 30/1000 mile protection so any vehicle mentioned upon would be taken care of. Furthermore, our records indicate you were also provided with ************ if the issue came up later than that. If you need the information for the company give us a call and we will be more than happy to assist you. 

• Initial Complaint

  Date:10/06/2023

  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.

  They told me I was approved for a car. I went down signed and paid my down payment. I was then called later asked for bank statements. I sent those in. Then it was they couldnt verify my employment so I provided the number and address of my employment as well as a check stub. All of a sudden they say Im not approved anymore. Which was fine I told them I would like my down payment back and they can come get their vehicle. They towed the vehicle and refused to refund me my down payment which is illegal. They also threatened to have me arrested for fraud because I asked for my **** dollars back. The salesman became very rude telling me to and I quote you get your money back when you get a job, and stop borrowing money from your girlfriend which is unprofessional theres nothing in my contract that states they can take my down payment. Also the ********** law ****** that its illegal as well. I just want to be reimbursed for my deposit they have their vehicle I need my money back.

  Business Response

  Date: 10/16/2023

  Proof of income that was provided by ****** was sent back from the bank as fraudulent income. This was the reason the deal was sent back from the bank. ****** was notified by mail to return the car with 48 hours but refused to do that. So the car had to be picked up. 

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20704811
  
  I am rejecting this response because:
  Theyre giving false information. *** never once refused to give them their car nor made fraudulent claims. This company is full of liars and scammers who do this to multiple clients of theirs
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/18/2023

  You were notified by mail to have the car back within 2 day or it will be repo'd. This was a certified mail which was signed for. You did not bring it back. I believe it was over 4 days before it was repo'd which gave him more than the 48 hours to bring the car back. We also have copies of altered bank statements which are fraudulent document.
  
  "According to U.S. law, forgery (which includes faking a bank stub and passing it off as an original statement) is a federal crime. Depending on the type of document that was altered and the exact charges, punishments for individuals convicted of forgery are jail time and paying fines of up to $10,000, or both."

• Initial Complaint

  Date:09/07/2023

  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.

  On august 4, 2023 I purchased a vehicle from Hawthorne auto square. Upon purchase I was told the car would be detailed and serviced if I brung it back the previous day since they were closing. The next day I came back and wasnt serviced. I came back 3 days before I finally received a cleaning. The cleaning wasnt detailed as promised. There was paint and sticky stuff through the interior. I was told the paint couldnt be removed. I then had to take the car back 2-3 more times before finally receiving an oil change. My breaks were squeaking and I asked the guy who I dealt with during purchasing to advise me of how I would be able to return the car before my warranty. He told me he would check the restocking fee and get back to me. I never received a call from him and every time *** contacted the dealership after Ive been given the run around. Now today, the breaks are grinding. I call and Im told its nothing they can or will do being that my warrant expired 2 days ago which was a holiday. *** advised them I simply want to return the car and receive my money back minus the restocking fee. I am not comfortable paying a $500 car note and the car isnt as promised.

  Business Response

  Date: 11/27/2023

  We apologize on our behalf in regards to not being up to standard with the detailing job. The customer was provided with 30 days/1000 mile warranty any issue brought to our attention within that time period would have been taken care of. Additionally, the customer was provided with ************ info. 

• Initial Complaint

  Date:07/05/2023

  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.

  I bought a 213 ****** juke from Hawthorne Auto square 6 months ago the car is now considered a total loss the right a arm for the tire it's totally gone out the car has battery problems not only did they charge me $6,000 overpriced I gave them $5,000 down payment and not once have they allowed me to bring the car in for any maintenance they lied to me took all my money and now I have no car I haven't even driven the car for 6 months because for from the month of June the car has been in operable to drive and with my insurance company my insurance company renders the car a total loss I have never been in an accident in this car the a arm or whatever it's called that the tire the battery died it's just a piece of junk and I put and I gave them ***** to not have a car are you serious

  Business Response

  Date: 11/28/2023

  We appreciate the opportunity to address your concerns. It is essential to clarify that the issues youve described with the axle and suspension appear to be related to an incident where your vehicle hit a pothole. Our records indicate this incident was reported to us and initiating a claim was recommended due to the extent of the damage which your insurance company deemed a total loss due to the damage caused. It is also important to note that a CarFax was provided before purchase that disclosed any prior accident or damage in regards to the vehicle which you acknowledged and signed. To address your concern about maintenance, we would like to highlight that our dealership offered a 30-day/1000-mile warranty upon purchase which would have assisted with any unforeseen issues with the vehicle. 
  
  

• Initial Complaint

  Date:06/29/2023

  Type:Billing 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 4/01/2021- present I have asked Hawthorne auto square if they can help me with lowering my payments due to financial hardship and they denied me. I also asked if can refinance and was denied. Know Im being force to pay double car note payments . I usually am a month behind but I still come up with the late payment and I pay interest fees but Im still force to pay double making it impossible to pay my rent and other bills, keeping my checking account always negative and cant catch up on my other bills. *** received harassing phone calls that my car would be repossessed if I didnt come up with the money. Before I could pay my registration fees , I had to take the car into a dealership for recalls, making the registration fees higher due to north being able to register without fixing recalls. They lied and didnt tell me no recalls was on the car when I first purchased the vehicle. The cars began to have engine problems a few months later, and then I had to repair, causing more financial burdens. When I purchase the car, I had to pay license fees, taxes and a high interest on the car. Hawthorne claimed that the high down payment covered those fees, which in fact I know thats against the law. My personal information was disclosed to third party companies ( repo company) without my permission or written consent. Hawthorne auto square did not disclose my rights as a consumer buyer. I was lead on as a good faith agreement not as a consumers credit transaction and these laws have been broken

  Business Response

  Date: 11/28/2023

  We appreciate your feedback and concerns regarding your experience with us. We understand that financial challenges may arise. In response to your requests for lower payments, we do not offer that for any customer, however, customer has the option to find a bank to refinance their loan with and possibly have their payments lower. Despite your challenges, our collection ***** made efforts to accommodate your needs however, it is important to note that these arrangements were not consistently adhered to leading to difficulties in managing your account effectively. Additionally, we provided you with a CarFax report before the purchase, outlining any recalls and potential issues with the vehicle which the 30-day/1000-mile warranty we provided for you would have covered. You acknowledged and signed this document indicating your awareness of the car's condition. Furthermore, you chose to decline the option of a ************ at the time of purchase.  Regarding the registration fees, we facilitated the registration process on your behalf, ensuring compliance with all legal requirements. Any fees associated with recalls are standard procedures that arise from ensuring the safety and functionality of the vehicle. We take customer privacy very seriously any info disclosed with the repo company would have been done in accordance with legal guidelines. 
  
  

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20240609
  
  I am rejecting this response because: They are required to assist with  help figuring out a solution, to resolve my complaints due to hardship .I  need help with  refinancing options. I also do not give Hawthorne auto sale permission to violate my right as a consumer, to give anyone of my information to any third party, thats not in agreement with the terms and conditions of my consumer contract.. I would like to resolve this issue only and if , Hawthorne auto square agrees get me refinanced at a lower monthly payment or  rid all interest  charges. I was told when I purchased the vehicle, that the vehicle was in great condition with a car fax of no damaged or maintenance need to be done on the vey. For  1 month i w as unable to be registered the vehicle properly  due to unknown recalls on the vehicle, making it hard to register the vehicle. I had to to not only pay registration fees at the dealership at time of purchase, but again with Dmv of $ 500, which should of been token care of  prior to purchasing the vehicle. I ask that Hawthorne auto square either refinance my loan or rid me from all interest fees of $6345. I have fully paid of the vehicle and only owe interest fees, which has been overcharged to me as a consumer. I was not explain my rights as a consumer, but only pressure to electronically sign my name, which I did not and Hawthorne Auto square taking my hefty down payment. I asked that, no repossession third parties companies, trespass onto my property, harass , intimidate  or follow me, without coming to a final decision of either refinancing my interest or allowing me to walk free of interest fees, my car title, loan closed and no affects to my credit.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/08/2023

  As suggested before, customer is welcome to find an outside bank to refinance her loan with to try and loweor payments. Our collections team has tried to work with customer and arrange payments with customer to suit her and they were not respected which resulted in diffuclty managing this account. Our records indicate the only fees paid to DMV were done upon renewal registration a year after we registered the vehicle. 

• Initial Complaint

  Date:11/30/2022

  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 10/16/2022 I purchased a vehicle at Hawthorne auto square with sells rep ********************** I put down 1000$ and was giving a vehicle of a Kia **** ********************************************************************************* a un working vehicle and also a bad deal , I went to the financial company they stated that will not fund the loan since the car has mechanical problems and for me to return to the dealership and request a new vehicle and also a new bank to fund the loan , I went to auto Square on November 30 and I spoke with ******** and he spoke with his boss. Who is ***. They said that they cannot assist me. I have to wait for the other salesman that help me to assess me and figure out because at this point, I'm going to lose the money that I paid for the vehicle and I'm gonna be out of the vehicle. I really need someone to assist me because I feel that they have gotten over on me, I was really in need of a car during the time not actually understanding everything with their company and how they work I was basically told that I'm going to lose the money that I have which is $1000 I gave them for down payment they was requesting for more money , after I declined, offering more money for a down payment, and they said that they cannot assist me and fund the loan . I want another vehicle or either my money back, I'm paying for a rental car at the moment almost 100$ a day

  Business Response

  Date: 11/27/2023

  Customer had a 30 day/ 1000 mile warranty with us, any issue brought to our attention within that time frame would have been looked into and handled. Furthermore, the bank who initially took this deal repoed the vehicle due to 1st payment default. This information was given per the bank representative. On 12/1/22 the customer was called 3x to be given this information. 

• Initial Complaint

  Date:08/02/2022

  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.

  I got a 2015 Chrysler 200S from Hawthorne auto square bought it March 13 2022. Engine went out on June 25 2022 3 months later. Car under manufacturers Well the dealership started acting funny 3 weeks after I brought it back it needed brakes and an oil change plus I had a busted brake hose. I repair all that at other repair shops since they acted like I was covered under the dealership warranty. Then claimed miles went over warranty. So I just dealt with it. I was very upset. The guy who put my engine in has a business called J & J auto. He is who I paid 3500 cash to..I paid in full by like June 28. Paid in full