Complaints

This profile includes complaints for Windward Dodge Chrysler Jeep Ram's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Windward Dodge Chrysler Jeep Ram

  46-177 Kahuhipa St Kaneohe, HI 96744-3810

  
• 

  Windward Dodge Chrysler Jeep Ram

  46-201 Kahuhipa St Kaneohe, HI 96744

  
• 

  Windward Dodge Chrysler Jeep Ram

  46-201 Kahuhipa St Kaneohe, HI 96744

  

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:03/14/2025

  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 28, 2022, Windward Dodge Chrysler Jeep replaced my vehicle's battery. The replacement battery was clearly labeled with a "36-month free replacement". However, when the battery failed within the 36-month period, I returned to the dealership on March 1, 2025, to have it replaced, only to be denied the replacement.Initially, the dealership claimed the denial was because the original replacement was a warranty replacement. Later, they revised their explanation, stating that it was actually a "goodwill gesture"a classification that I strongly dispute.I feel this is a misleading business practice because regardless of the circumstances of the initial replacement, the battery itself prominently displays a "36-month free replacement" policy, without limitations or small print. This statement creates a reasonable expectation that the company stands behind its product for the full duration. The company benefits from consumer trust based on this promise, and yet, when the product failed, they refused to honor the ********* no point during the replacement process was I:Informed that the 36-month free replacement warranty would not apply.Provided any written documentation stating that there were warranty limitations.Given any indication that the dealership was treating this replacement differently.The failure to disclose these limitations resulted in misleading warranty expectations and constitutes an unfair and deceptive business practice.I kindly request that the BBB formally investigate Windward Dodge Chrysler Jeeps warranty practices and assist in mediating a resolution, which should include:Ensuring that all warranty limitations are transparently disclosed to customers before replacement to prevent similar disputes.Reimbursement of my out-of-pocket costs for the battery replacement, as I was misled into believing it was covered under the 36-month free replacement policy.I tried to resolve this via email with the company but to no avail.

  

  Business Response

  Date: 03/20/2025

  Please find attached response 

  Customer Answer

  Date: 03/24/2025

   
  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 have included the receipt for the replacement battery for reimbursement.  
  
  Sincerely,
  
  Emmet ***

• Initial Complaint

  Date:02/12/2025

  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 am currently financing a 2019 Dodge Grand Caravan from Windward Dodge Chrysler Jeep, and I need to share my frustrating experience. In April 2024, we faced significant transmission issues and scheduled a service appointment with the dealership. Unfortunately, they couldnt accept our van until May 6, 2024. We were left with no choice but to pay out of pocket to have our inoperable vehicle towed to their location.What followed was a frustrating series of delays and excuses from the dealership, as they didnt begin working on our van until November 2024. Despite our persistent inquiries, we were met with vague responses that provided little clarity. When we attempted to request a buyback, we were again met with excuses, leaving us feeling unheard and ************** add to our frustration, we discovered from an anonymous source that the dealership had failed to file for a warranty covering the faulty part. It became painfully clear that the runaround we were getting stemmed from their internal mistakes. I have been in weekly contact with the service advisor since our van came into their possession, yet we still have not received the honest answers we deserve.All we seek is for the dealership to take responsibility for their error and extend a better offer. Our patience has worn thin, and we hope they will finally acknowledge the situation and treat us with the fairness we expect.

  

  Business Response

  Date: 02/20/2025

  please find the attached response letter

• Initial Complaint

  Date:01/30/2025

  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 wss informed of a recall on my ram promaster city 2017 van and that I needed to come in to have it checked for oil consumption. rep ******* *******- I took a 1/2 day off work for the first appointment. i was informed they did their inspection and that i needed to come back after accumulating 1500 to 1700 miles which I did in January 2025- at this second appointment-also another 1/2 day off of work-- i was told the van did not pass - the technician told me hurriedly that I will be getting a new engine and that they would contact me. I waited 2 weeks and was not contacted. I called them and was transferred to service adviser- who informed me that they did not do the complete recall correctly and consequently I needed to repeat the entire process (taking off work again x2) and that the recall will expire in february-- I asked the advisor to call the primary issuer and find out if their failing will meet the requirement as it was their mistake! and I will not be able to reach 1500 miles by newly informed expiration of the recall!. he also said they interpret the recall correctly, and that I would not get a new engien but an extended 3 year warrantly Again I have not heard any thing back from this company windward dodge. I am displeased for the lack of disregard or concern about my van, my safety or me as a customer- the van I which I purchased at this location. the fact that i failed the recall meaning my van consumes oil and the engine is not optimal and now I may likely not be able to have an extended 3 year warranty. I have not received a response from this company and have contacted them and asked them to followup wit the issuer of the recall- I have missed a days work and no response and no extended warrantly followup. at thee least they should be following up and offering a free oil change tire rotation and include who they spoke with from recall department and trying to extend the deadline as it was completely their mistakes.

  

  Business Response

  Date: 02/03/2025

  Please find the attached response

  Customer Answer

  Date: 02/07/2025

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/05/2024

  Type:Customer Service 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 am on Social Security disability with a family of four. I am paid less than $1600 per month and they have me with over an $800 a month payment. I would like to get a copy of my original credit application, showing what they said I made. There is no way I can make this payment going forward and they rip me off I would like all my money back

  

  Business Response

  Date: 02/08/2024

  *********************************,
  
  In response to your BBB complaint, I have attached a copy of the credit application that you completed on September 21, 2023.  In addition to your income from Disability, you indicated your compensation from your painting job on the credit application.  Please let me know if you have any questions or need any additional information relating to the purchase of your vehicle from the Windward Auto Group.
  
  Thanks,
  *****************
  ***********************************
  

• Initial Complaint

  Date:08/09/2023

  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 brought my Jeep to get work done under warranty in November. Every week I was told that my Jeep was going to be ready the next week. I only got this information by waiting 45 min on hold each time that I called. I escalated up to ************ itself. They kept saying that they had completed all the work except one part that they were waiting for. In March, I went to the lot and walked in the back where I had parked my vehicle. The battery was completely dead and had not ever been moved. They had also let my safety check expire even though that was also on my to do list when I dropped it off. I had gotten an oil change in October before bringing my car in and letting it sit for over 4 months. The oil needs changed again as it is full synthetic. I am also concerned about ethanol gas sitting in the gas tank for so long. When I filed a claim with ****, they had a hard time reaching the dealership service department as well. I did however, get my car back within a week. After Jeep finally got ahold of them. I noticed grease on my wheel well where they did change my passenger cv joint. That was weird because they had told me that it was the rear differential that was bad. When I got the car back and washed it, I thought they just made a mess, and I was not in any hurry to have any contact with that dealership after they kept my car for over 4 months. After several car washes the grease was actually getting worse and I climbed under my car to investigate. When they put the cv joint back on, they didnt secure the boot and all the grease poured out and got rocks in the joint. I was forced to call the dealership. They got my car in and said that they would order the part and get it on the rack right away. That was in the first week of July. They have pulled the same stunts. Next week.As of yesterday, my car is supposedly on the rack. They said that they think there is a primary problem that was missed that it making the cv joint go out. I just want my car back.

  

  Business Response

  Date: 08/21/2023

   To Whom it may concern,

   

          The vehicle is still in our repair shop. We are currently waiting to receive the final parts from **************** The eta is 8/28/2023. When the parts are received the repair will take an additional day. The customer has been provided a rental vehicle to drive, while theirs are down. unfortunately this is a situation we can't control because of parts availability. We will do everything with in our power to remedy the situation as fast as possible.

   

   

  Aloha,

   

  *****

• Initial Complaint

  Date:03/22/2023

  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 car from your folks back in December 2018. Had the car shipped to the Big Island. Went to register the car here in ****** and there was a lien and several traffic violation fees on the car prior to our purchase date. We are unable to register this car due to the previous owners fines and fines unless we pay for them. Ive been in contact with dealership (*********************** and ***********************). Ive been in contact with **** (before the pandemic and after the pandemic) and When I spoke with him he said he would take care of it and call me when its resolved. He has NOT reached out to me with an update. The car had been sitting for the past 3 1/2 years now since were unable to do anything with the registration. Also, Warranty on the car has expired. Today, I tried calling ******* (Sales Manager) and his voice mail isnt allowing or receiving for ** to leave messages.

  

  Business Response

  Date: 05/04/2023

  Aloha,

  The following is the current status of this case.   

  Please let me know if you need further assistance.

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

  General Sales Manager

  I WENT INTO E COURT KOKUA TODAY TO SEE THE STATUS OF THE TICKET THAT WAS IN DISPUTE WITH OUR DEALERSHIP. IT HAS BEEN SATISFIED AS WELL AS THE TICKET THAT HER SON IN LAW WAS RESPONSIBLE FOR HAS BEEN RESOLVED WITH THE COURTS. JUST WANTED TO GIVE YOU AN UPDATE. 
  
  
  MAHALO
  
  
  ***********************

  Sales Manager

• Initial Complaint

  Date:09/14/2022

  Type:Customer Service 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.

  We bought a new Hyundai Palisade on August 1st 2022.We provided them with the current vehicle payoff information to them at the signing. After over a month we noticed the old car was still not paid off and due date approaching. Up until then, the staff there were attentive and followed up and asked for a 10 score review but then when we started asking about the pay off, their response was very slow and not truthful. They said that the payoff was shipped but failed to provide tracking number and check number. When we continued to press for more information, they told us the check was mailed on 8/26/22 (after my due date, more than 3 weeks after the purchase) and was sent to TX. PenFed headquarters are located in Virginia and Nebraska. There's also a 3rd party company they use for car titles in CA. TX does not have only branches. After more days passed by, we figured out that they have sent the check to the wrong financial institution! (USAA...their headquarter is in TX). Once we brought this up, they admit the error and attempted to correct the matter by issuing another payoff check to be sent to the correct financial institution and to the correct address. We asked for the tracking number and the check number again but we never received it. This morning, on 9/14/22, 45 days after the purchase, they just informed us again that they are preparing to ship the new check and according to the tracking number provided, it has not been shipped yet. They have failed to provide the check number again and I have lost all confidence that it will get done. My former loan now shows late status. The lack of ownership and complete lack sense or urgency on their part is completely unacceptable. Please assist us in getting my former vehicle paid off and not affect our credit.

  

  Business Response

  Date: 10/19/2022

  Aloha,
  Regarding the customer's statement of the problem, ********************** has since contacted the customer and verified the appropriate financial institution to pay off their trade.  The payoff has been sent and applied to the customer account.  We have also agreed to give the customer $500.00 to cover any additional charges they may have encountered and for their inconvenience.
  
  Sincerely,
  ***********************
  

  
  

  Customer Answer

  Date: 10/21/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/03/2022

  Type:Customer Service 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.

  After paying my car off in October 26 2021 early I requested a refund on one week later my cars extended warranty and gap coverage I went in personally and I called with no response. Still 10 months later no response from Windward dodge Chrysler Jeep. This is not right we as consumers deserve better. This VW Tiguan was paid off years earlier. Please help me to get this resolved I should be getting back a decent amount. I would like my refund for both and they are not cooperating. Please help me to settle this.

  

  Business Response

  Date: 10/13/2022

  ******************************* cancellation request has been processed on Sept 28,2022
  (original cancellation request was submitted on 9/30/2021)
  
  The cancellation effective date was June 02, 2021
  FCA will mail refund of $235.32 for GAP policy directly to customer
  (note:  no refund on Service Contract, FCA will send a letter)

  I hope this helps to clarify the refund. Please let me know if you have any questions.

   

   

  Aloha,

   

  *****

  Customer Answer

  Date: 10/20/2022

   
  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.
  
  Sincerely,
  
  ***************************