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:03/18/2025

  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 purchased my vehicle approximately 3 months ago from this dealership, within the first month the check engine light came on, I contacted the dealership, and they said to bring it in, nothing was done or explained to me why this happened, a week ago from today (3-18-25) traveling from ************ *******, the vehicle stopped on me on the highway would not take a jump, I had to have it towed to the dealership, they told me it was the battery, and a worn out hose, after which they said it was the started, blaming me for trying repeatedly to start the vehicle, I made repeat calls to the dealership and when I finally received a call back, they are now saying it was contaminated gas, how? now the don't want to repair my vehicle even though I purchased an extended warranty, and my out of pocket would exceed $2,300

  Business Response

  Date: 03/28/2025

  The vehicle was purchased on December 6, 2024.   The vehicle was towed to us in mid March for a 'no start' condition. Upon diagnosis, it was discovered that the fuel had been contaminated.  We have a sample and offered the customer to view what we had found.   Unfortunately, this repair is not covered by the warranty, as it is not a mechanical failure.  

• Initial Complaint

  Date:03/15/2025

  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.

  December 7, 2024: I met with ******* ******* of **** Chrysler Dodge Jeep. I got an oil change and paid for a diagnostic test for my car. ******* advised that it was worth it to put $3,700 into the car and they would need to keep the car for a week to order the parts and then do the work. The car was with **** from December 7 to December 14. December 14: I came to pick the car up. I was charged and paid $3,699.84 for the work I thought was done. I thought it was okay to take the car. The car worked for one day.December 15: The car begins misfiring and the check engine light turns on again. December 16: I spoke with *******. ******* told me that ****** *****, the service director, was off that day. I was told to make an appointment to speak with ****** and *******. He did not advise me to tow the car in, but said I could drive it there.December 19: I called to make the appointment with ****** and *******, but ******* was not even in the office to make the appointment.December 20: I spoke with ******* to make an appointment. December 21: I drove to Hawk to speak with ****** and *******. I first spoke with ***** ********, assistant service manager, who told me it would be either $5,100 for a used engine or $9,200 for a new engine. ***** told me they would not be giving him any of my money back. I spoke with ****** and ******* who gave him the same information and said they would not be giving me any money back.December 27: I brought my car to Bridgeport Transmission and spoke with the owner ***** He told me to bring the car back the next day.December 28: I brought the car back. December 31: I picked the car up. I paid $849 dollars for an engine tune up and minor clean-up of number six piston, as shown on my receipt I did not need a new engine. **** has requested that he is contacted to discuss in detail that my car did not need a new engine. He also explained that **** had not done the work they had charged me for. Please contact him to verify, ************.

  Business Response

  Date: 04/10/2025

  All of our work is guaranteed and we stand behind our diagnosis.  The work we performed was approved and performed.  

• Initial Complaint

  Date:03/07/2025

  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.

  I hope this letter finds you well. I am writing to formally request the removal of an unauthorized credit inquiry from my credit report. Upon reviewing my report, I noticed an inquiry from your dealership that I do not recognize or recall authorizing.The details of the inquiry are as follows:Creditor/Institution Name: Hawk Chrysler Dodge Jeep Ram Fiat Date of Inquiry: Feb 1, 2024 Inquiry Type: Hard Inquiry I have thoroughly reviewed my records and can confirm that I did not authorize this inquiry. According to the Fair Credit Reporting Act (****), I have the right to dispute any information that is inaccurate or unverifiable. I kindly request that you investigate this matter and instruct the credit bureaus to remove this unauthorized inquiry from my credit report.

  Business Response

  Date: 03/11/2025

  On or about  February 1, 2025 ******* **** applied for credit.   
  

• Initial Complaint

  Date:03/07/2025

  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.

  They are trying to keep my car I sent it there for to be repaired under my Powertrain warranty it turners out what ever it is its not covered under my warranty and some how I owe them money.

  Business Response

  Date: 03/11/2025

  Any money owed is authorized by our customers.  ***** times, warranty do not cover portions of a repair, which may include, but not limited to, parts, fluids, labor.

• Initial Complaint

  Date:02/27/2025

  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.

  February 4th I took my truck to Hawk Chrysler Dodge in *********** because the heat was not working. They told me they had to recalibrate some sensors in the dash and update the software. The cost was about $700 I got the vehicle back the next day. Now February 21st the heat is out again. I take it back in and leave it. The tech says the vehicle is leaking coolant and needs the rear heating line repaired. Told me the cost was $4,450. So the initial charge for the sensors was never the issue. I expressed to the service advisor. I shouldnt have to pay for both repairs. After I go back and forth with them about being charged for the first repair, they say ok well help you out with a discount. Well fix it for $3,600 even. Now when I return on Wednesday and receive the invoice my part was $152 and they charged me $3,500 for LABOR!!! I ask well whats the labor rate because its not posted in there. He says we charge $198 per hour and can go up to $235 per hour depending on the vehicle. So when I do the math based on what youre telling me my car was a 17 hour job. I asked a few local mechanics and googled the repair and it shouldve been about a 5 hour job. Now lets remember that they had initially tried to charge me $4450 so how much are they really charging for labor and how does the customer know how much time is really being spent on the repair. The service manager seemed agitated that I asked so many questions. Then told me he already helped me out when he didnt have to and theres nothing more he can do.

  Business Response

  Date: 04/23/2025

  The repair required removal of the bumper and other major components which required a tremendous amount of labor.  The customer was notified and approved the work.   

• Initial Complaint

  Date:11/04/2024

  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 had to have my 2016 Dodge Charger to Hawks on a friday, without authorization, they repaired my car and said I could apply for a loan to pay for the repairs, I did not qualify, so they held my car until I could pay; they said they would hold it until I could pay no worries they wont charge a storage fee, I called to check on the vehicle and found it been reported to Chrysler Capital Loan where I got the loan for my car, had been called by **** to say car was abandoned so it ended being repossessed after only 3 weeks at the repair dealership even though my payments were current.

  Business Response

  Date: 11/05/2024

  To all concerned,

  The customer did give verbal authorization, which is then supported by applying for credit to pay for these repairs.  We absolutely dispute that we called the lender, as that did not happen. If the lender repossessed the vehicle is of no fault of ****, as we have no financial benefit.   

   

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22510633
  
  I am rejecting this response because:
  I never gave verbal authorization they never spoke with me.  Only reason I HAD to apply for credit is because they work was already being done and I said who authorized this.
  Sincerely,
  
  ********* ********

  Business Response

  Date: 11/20/2024

  We have verbal authorization.  We do not start repairs with out authorization.  

• Initial Complaint

  Date:08/27/2024

  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 made a service appointment on Tuesday, August 20th to service my ESC and Power Steering. I was told by my service advisor that my vehicle would likely be ready later that day. I was given a quote and signed. I reached out on Tuesday for an update, no response. I called at 9:23am on Wednesday, August 21st and discovered my car was not assessed by a technician until Wednesday, August 21st. However I was told that the technician had been inspecting my vehicle for 4.5 hours. How is that possible? I regretfully agree to having my vehicle serviced at this dealership on Thursday, August 22nd. I was told the part for the vehicle would arrive on Friday, August 23rd and the vehicle would either be ready Friday or Saturday, August 24th. I receive no call or text related to my vehicle. I call on Monday, August 26th at 9:01am and discover my vehicle has been ready for pick up since Saturday. I also received a voicemail from the dealership on Monday, August 26th at 11:04am with a message of Hi it's ***** over at Hawk wasn't sure whether or not they had reached out to you on Saturday saw your paperwork is here so I just wanted to reach back out and let you know that your vehicle is done and ready for pick up thank you. I go to pick up my vehicle that same day, and there is a burning odor coming from it that I noticed as soon as I was about to leave the lot. Right then, the light for the alternator came on. Ive had no lights on my dash since owning the vehicle This dealership is attempting to charge me an additional amount (over $1,000) to fix an issue they caused.

  Business Response

  Date: 09/04/2024

  It is unfortunate that the needed repair came at the same time as the *** and power steering repair.   The two repairs are unrelated, and are nowhere near each other and we emphatically deny any responsibility.  It is not uncommon for vehicles of this age and mileage needing normal maintenance which could include batteries and alternators.  We have zero service history on this vehicle as this has been the only visit to our service department.   

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22201529
  
  I am rejecting this response because: the dealership told me it is possible and they are unable to confirm that their original repair work did not cause damage to my alternator. I was also told by the corporate office that my vehicle would be covered since it was under ****** miles. I had ****** miles when serviced at ****. The vehicle was purchased new December 28, 2018. Alternators typically last ******* miles. My vehicle has been serviced at other CDJR dealerships. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/17/2024

  I have reviewed ************************ Vehicle identification number in the manufacturers website and have confirmed that the warranty has expired.  

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22201529
  
  I am rejecting this response because its not a warranty issue. Its a good will repair.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/26/2024

  Type:Product 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 Tuesday July 23rd I went into hawk auto to do an oil change and tire rotation. While I was waiting for my service to be completed a customer rep came in to inform me I had an oil leek around my transmission. I know theres no such thing because I inspect my vehicle every time an oil change is performed. I notice that oil usually gets accidentally spilled around the oil cap. I clean it and move on. But I say this because I feel they always find something to charge extra for. Moving forward on Wednesday the 24th of July I noticed a metal on metal sound coming from the front of my vehicle. Thursday it got worse and louder. So today Friday the 26th. I called hawk auto and made arrangements to bring it in for an inspection. However when I got to work out of curiosity I checked my tires and noticed the front left lug nut looked like it was sticking out more than usual. When I touched it I noticed it was loose. So I checked all four wheels and noticed they all had multiple loose lug nuts. I have children that I pick up right after work. This couldve ended in a tragedy if I wouldve jumped in the highway like I do sometimes with them. I am so mad they could be so careless about doing their job. I want a full refund of my purchase of that day of 146 dollars. This is unacceptable and they should face consequences for their incompetence on securing the tires are tightened correctly.

  Business Response

  Date: 08/01/2024

  It seems that the customer never returned for the inspection.  Is that accurate?  Secondly, was there an issue with the oil change performed?

  thank you.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22048093
  
  I am rejecting this response because:
  

  How can I trust an incompetent company doing basic work to inspect my vehicle after such breach of safety and work ethics. I wouldnt trust a criminal to investigate himself. Vice versa, I will never step foot in that dealer again. I have attached some videos of how loose the lug nuts were for my front wheel. However I was at work and I couldnt film myself tightening all the lug nuts in all four wheels. This is careless wreck-less behavior from them for not even checking their work. Also early that morning they sent me coverage for roadside assistance and tire repairs. Like they knew what they had done and were expecting it. Please investigate them and look for patterns or complaints from others. 

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

  Business Response

  Date: 08/08/2024

  The customer response is unreasonable.  We have zero way to verify the complaint.  We have a very high satisfaction rate and understand the importance of  the safety of our customers.    

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22048093
  
  I am rejecting this response because:
  
  I have no reason to lie. Ive gone there multiple times and never complained. The fact that they didnt even double check their work is proof they lack professional qualifications. All my lugs nuts were loose I couldve crashed and my twins along with myself couldve been seriously injured. I can not add pictures or videos but I can produce them if another way of me sending them is provided 
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/15/2024

  In consideration of our time and the customers time, we are willing to refund the rotation portion of the services provided.  

  Customer Answer

  Date: 08/16/2024

   
  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:06/05/2024

  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 recently sent out an email to Hawk cdj on May 30,2024 in regards to a TILA violation please view attachments ********** * ******** Also I reported to Hawk Cdj in regards to selling me a vehicle with no head rest for my backseats which is a driving hazard the sales manager **** offered gift cards to try * help with purchase of head rest for back seats which the gift cards wouldnt be enough to cover the price , also the vehicle had some sort of electrical problems and other issues as **** sent me out to get the vehicle inspected but refused to take vehicle back or make proper adjustments to make me a satisfied buyer I have been lost on how to handle this matter as I have been rudely disrespected by **** * other staff such as **** Who was my salesman during the sale all made statements as if **** was the highest I could go at the time to help me with my complaints I was unable to get the proper assistance needed which caused my entire life to change after a bad deal and poor management from Hawk Cdj my entire contract was completely off which has caused get measure of distress and also humiliation with not being able to get another vehicle I will seek the maximum amount for damages with going forward to the attorney generals office * to the public to help any one else who could be or is going through the same. Please reach out to resolve this matter as I also seek to rescind the contract.

  Business Response

  Date: 06/06/2024

  Hawk CDJ has not violated any state for federal laws.  We have no documentation that any equipment was missing.   

  Customer Answer

  Date: 06/06/2024

  I am rejecting this response as

  Hawk CDJ failed to perform a proper investigation prior to response also Hawk cdj was emailed in regards of complaint & ignored my complaint as now i will forward with the ************************ & CFpB for further investigation.

  Business Response

  Date: 06/18/2024

  We are happy to discuss the headrest issue.

  Customer Answer

  Date: 06/19/2024

  I will forward the information to the attorney general office as I reminded you in regards to a TILA violation you failed to investigate my concerns not only I would be forced to go public in regards to this matter due to the severity of this federal issue not only take all of this information & go public as I am almost for sure others has possibly or are facing the same as myself , after a deep investigation it shows Hawk CDJ has not forward my complaint to a more experienced person who able to view the violations that obviously shows in the contract Hawk CDJ seems to not take my complaint serious 

• Initial Complaint

  Date:05/03/2024

  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 took my 2015 Chrysler 200 in for repair to Hawkcdj on 4/9/24 because it was misfiring the diagnostic revealed Actuator-Multiair and air bag issues. service advisor said it would cost $9,000 and the repairs were covered by the extended warranty. a week later problem still not fixed, they believe a tune-up should solve it which would be at my expense, I agree to have tune-up done. Three days go by and I don't hear from anyone, so I call to see if my car is ready. I'm told my service advisor is on vacation that a manager would call me back. Two days later I call again and speak to my service advisor and he informs me they had to run another diagnostic because something else was going on with the car and this time the code came back Engine Failure and that I would need a new engine at this point. He reached out to the warranty company to inform them of this new development and they denied the claim because the repair would exceed the value of the car. So i speak to the service manager thinking ******* will take responsibility for causing the engine failure he completely denies responsibility and said there's nothing they could do. I try to go up the ladder and speak to the General Manager he tells me he would look into it and get back to me. I never heard back from GM. After doing some research I learned this particular repair can often lead to engine failure, I'm sure hawkcdj also knows this and still won't take responsibility. Also, to add insult to injury a salesman from Hawkcdj reached out to me to offer me $500 for my car that i could put towards the purchase of one of their vehicles. *******, not nice people to do business with.

  Business Response

  Date: 05/30/2024

  Our procedures for repairs is to follow with diagnostic codes that the vehicle records.    This process was supported by the fact the extended warranty company approved the very costly repair.  It is very unfortunately for all parties that the engine failure code appeared.   That said, it is our opinion that this failure had nothing to do with our repair or the quality of our workmanship.  How ever, we are do think that the tune up we requested did not solve the problem or cause the failure.  Therefore we are going to reimburse the tune up costs tot he customer.  

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21662055
  
  I am rejecting this response because: The engine failure code did not appear until after the repairs were made. It is the opinion of several ASE certified mechanics that the Actuator-Multiair repair is the likely cause of the engine failure. ****** willingness to reimburse $300 for a tune-up is nothing compared to the $9,000 it will cost to replace the engine on the car.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/06/2024

  This complaint should be directed to the manufacturer of the vehicle.  Any flaws in design or repair instructions are solely the responsibility of Stellantis NV  

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21662055
  
  I am rejecting this response because: Contacting the manufacturer should have been your first call to explain what happened and to see what could have caused the engine failure, I never received any kind of explanation as to what happened, no one tried to contact me. Instead, the service team was evasive, I left several messages for the service manager, before finally reaching him and all he had to say was it was ****** was not at fault. How do you justify Hawk Chrysler Dodge Jeep accepting almost $9,000 from warranty company for repairs that made the car worse and useless. Very disappointing that this is the way you do business.
  
  Sincerely,
  
  ***********************