Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my jeep to them for repairs. They refused to give me a written estimate for the repairs. They did send my insurance one price but then were asking me for more money. When I pressed them for a full estimate including all taxes, fees, etc they refused to proceed and terminated me as a customer. They are currently holding my vehicle demanding payment for service not rendered.

  Business response

  02/17/2025

  Customer approved diagnostic charges on his vehicle before inspection was performed. Once performed it was determined that the problem was due to impact damage which is not covered by a service contract but instead by insurance. 

  Customers claim was approved by his insurance carrier and turned down by his service contract. Estimate given to the insurance carrier differs because of the deductible that the customer is responsible to pay is not included in the insurance estimate. 

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new 2020 JEEP WRANGLER from this Cutter Jeep Dealership (Pearl City location in ****) and since November 2024 filed an open ticket with the ***************** regarding the issue of Paint Corrosion on the hood and door hinges. It is now entering a 3 months of back and forth emails with the ***************** and still no repair has been done. The Cutter Jeep Dealership (Pearl City location in ****) stated its the ***************** responsibility, but yet its the Jeep ************ stating its the Cutter Jeep Dealership (Pearl City location in ****) not them. I have emailed both of them ***************** and Cutter Jeep Dealership (Pearl City location in ****) and still no resolution provided. Please help me with this issue.

  Business response

  02/10/2025

  Aloha, 

  While we understand that any warranty work needed on a vehicle can be frustrating the dealership is not the responsible party for paying out the claim, the manufacturer is. in this case it is ********** that approves or denies a claim and then pays.  In reviewing the correspondence on this vehicle, it turns out that the customer care center was reaching out to another location and not with our managers. This did cause a bit of confusion. ************* told the customer that they were speaking with us directly but were speaking with the location in *********  

  This issue has been escalated with Stellantis and as of Friday the claim has been approved directly with the customer. 

  Mahalo, 

  **** ******

  General Manager

  Cutter CDJR Pearl City

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

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Cutter to be shipped to ************** on April 30th. The transportation company was *******. It arrived on May 19th with a scratch, potentially there before the vehicle was shipped or occurred during the shipping process. Since Cutter assured me it was undamaged when they handed it over to Manheim, I began the process of getting repair quotes and photos of the damage to send to Cutter to be relayed to *******. Since ******* was contracted by Cutter and not me, I am not able to contact them directly because I'm not technically their customer, so I am dependent on ******************** communicating with them and me during this process. On June 20th, I was able to send clear enough pictures and 2 repair quotes to Cutter to be sent to *******. Since then, I've sent multiple emails and called Cutter and have even reached out to ******* to try to get any follow-up information possible. The damage could potentially be $3,200 to repair, but most likely more since it has now been exposed to the elements for months and could have already begun to rust. The lack of communication is not unusual for them; it was similarly painful and slow every time I needed information from them during the whole buying process. I am requiring a response from them or Manheim, as well as compensation for the damages, and compensation for the time I have had to wait for both and any further damage the delayed repair may have caused.

  Business response

  08/24/2024

  Used vehicles purchased in ****** are sold as is. In this case this vehicle was sold with no damage and only 377 miles. Customer is required to have their own insurance when they ship because damage is possible when shipping as not only is it sailing 2500 miles on the Pacific Ocean but then it has to be trucked or sent by rail for an additional ******************************************************************************************************************** completing a transaction. This was not a hard-to-find vehicle and could have been found much closer to home.  When sold locally these are easy problems to take care of. To a customer that is so far away we can only submit what ******* asks for and wait on their decision. First off, they requested pictures of the damage and estimates. Then they requested better pictures because the original pictures could not be made out clearly. Now they have told us that the damage had to be noted with the transporter at the time of delivery. 

  If Ms. ******* can provide paperwork from delivery we will forward to *******. But I am told without proof that damage was noted at delivery there is nothing else we can do. The dealership accepts no responsibility for any damage. 

  Customer response

  08/24/2024

   
  Complaint: 22147430
  
  I am rejecting this response because:
  

  First, the response that ******* provided Cutter was not relayed to me. I've been trying to contact them to get *******'s response for months and they've been ignoring my emails and phone calls. This information should have been given to me when I asked for it. Additionally, the damage could not be noted upon delivery because it was raining and nearly dark outside. If I had been given *******'s response and a way to follow-up with them further, as was Cutter's responsibility as the middle-man, I could have explained this and continued to find a resolution in a timely manner. Cutter prevented this necessary communication from occurring. They still have yet to respond to my emails and calls or pass on any further information to or from Manheim.

  
  Sincerely,
  
  *********************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August 2022, I purchased a vehicle from Cutter Chrysler Dodge ********. It was a 2019 Jeep Wrangler Rubicon. When I purchased the vehicle I also purchased a 7 year warranty that covers everything except for light bulbs in the vehicle. Well in October 2022 I took the vehicle to get it serviced at the service department because the jeep has the worst death wobble I have ever experienced. They said the part was covered under warranty and would take 2 to 3 weeks to order and come in. Here it is February 8th 2023 and I still do not have my jeep fixed. When I call they tell me that they have the part but its for other customers. Mind you the death wobble has caused me have numerous accidents because it causes the jeep to veer into other lanes when driving. I told this to the device department and they said they would call me when the part came in and that it probably wouldnt be until sometime in March. Well over the last 2 weeks, I have been to the dealership to trade my vehicle in for something safer for my kids. One guy told me that my best option would be to get another jeep or truck. He did the paper work to pay off my loan and started the paperwork to purchase another jeep. Well I didnt like the jeep they were trying to sell me at the time so I left on good terms and told them I would think about it. Well I went back today and met with another associate and he said that they wouldnt pay off the loan because the jeep had issues and they would lose money if it sat on the lot. Okay thats fine I get it. However when I asked about the jeeps l, they told me I could only get a truck because of the rebate options. When I told them I didnt want a truck they said that they couldnt help me.

  Business response

  02/09/2023

  Hi Mr. ***** Our service manager has reached out to you this morning. The part that you were waiting on is now in transit. Please reach out to ***************** at ************* and we should be able to resolve this issue for you. 

  Customer response

  02/11/2023

   
  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. The ** (*****************) contacted me and informed me that the parts for my jeep are in transit and should arrive Monday or Tuesday. He instructed me to bring my jeep in that same day due to the safety of driving it and provided me with a rental vehicle at no charge until my jeep is fixed. ********** has been very helpful and very accommodating with the issue. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order for a RamPro was placed in 2021. We were willing to wait because we want it customized.Order was finally fulfilled in May. May 9, 2022 was when we first picked up the van. My husband did not get the customizations he wanted ( a couple of them - wooden floor, included) but he said it was ok. However, as my husband and one of the personnel were testing it out for a drive, there was a symbol that came up. Since this happened after 5 pm, the company was not able to resolve the problem since the service department was already closed. It was brought the next day; in short, the mechanics "reset" it. Sadly, on the 13th of May, 4 days after we picked it up, 3 more symbols came up. He brought it to the company to have it fixed. To this day, June 1st, it is still there. They made an attempt to call us on Thursday, May 26th but we were at my son's graduation. How can a vehicle that is brand new, 2022 model, have these problems? Initially, Chrysler, Dodge Ram, Jeep of Pearl City said that due to the time difference in the mainland, they were not able to solve the problem. The mainland was being a bit difficult." The ****** lemon law covers any consumer who buys, or leases, a new motor vehicle in the state.******* lemon law establishes a Lemon Law Rights Period. That period is defined as the term of the manufacturers express warranty, two years after the vehicles delivery to the consumer, or the first ****** miles of operation; whichever is sooner.Under the ****** Lemon Law your car may be declared a lemon if it meets all the following conditions:It has a nonconformity (a defect, or condition) which is covered by the manufacturers express warranty The nonconformity SUBSTANTIALLY impairs the use, market value, or safety of the car The nonconformity is not the result of an accident, abuse, neglect, or alteration of the car by persons other than the manufacturer or its authorized dealer.We did all of the above. We would like to return the vehicle.Thank you

  Business response

  06/29/2022

  We are working with the customers to resolve their issue with this vehicle. Issues with warning lights have been resolved at this time, but we are escalating customers concerns to Stellantis, the manufacturer, for further assistance. Appointment has been set to drop off vehicle to our service department on 6/30/22 to check for any continuing issues with the vehicle. 

*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. ↩