ComplaintsforHawk Chrysler Dodge Jeep Ram

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/20/22, I sold my car that I had previously purchased from this dealership in 11/19. When I purchased the vehicle, I also purchased the extended warranty from them, provided through ************. On 1/20, after selling the vehicle, I called and emailed the finance manager at the dealership to inform them that I had sold the vehicle and was entitled to a refund from the warranty purchase. They gave me the run-around, and no one knew whom I needed to speak to. They said I needed to speak to the warranty people. The warranty people said I needed to speak to the dealership. The dealership said I needed to speak to the finance company. Everyone was passing the buck. Finally, the *************** of the ******* people said when they received the payoff, they would contact the dealership and the dealership would pay them and then they would pay me and it should take ***** days. I have emailed the finance manager at this dealership on 1/20, spoke to him to verify he received the email, resent the email because he claimed he did not receive it, emailed again on 1/29, and on 4/29. He told me he would submit it on 1/31. On 4/29, the ******* people said they submitted on 2/8 and as of 3/9, 4/6, & 4/29 are still waiting on this finance manager to pay. Today is 5/5/22. It is well beyond 45 days! The finance manager at this dealership is sitting on this and not doing anything!!!!!! He is not responding to me or to the finance company!!!! I am entitled to a refund, and I want my money. I bought the vehicle with ****** miles on it and I sold it with ****** miles on it and no damage and no claims. Basically, I had it for two years and two months. I paid $920.00 for the warranty coverage for five years. Now, I will be moving in about 30 days. I have been waiting almost 4 months for my refund!

  Business response

  05/09/2022

  Our office has processed the cancelation.  The refund will come from the lending institution.  

  Customer response

  05/13/2022

   
  Complaint: 17147640
  
  I am rejecting this response because:
  
  at the time I received this message, they had not resolved the matter. I Lazer received a phone call from them, which I had to return because I was at work. I called them back and spoke with the finance manager and he asked me for the mileage on the vehicle and if I traded it in and I told him that I sold the vehicle and the mileage was attached to the emails that I had previously sent to him. Note that all of this was also stated in my complaint which he obviously had not read. He stated he would get it taken care of for me. I have not heard from them again, but I have not had time to check my mail in the past couple of days either. So I don't know if anything is in my mailbox. I will definitely check tomorrow. I didn't want to miss your response deadline though.Sincerely,
  
  ***********************

  Business response

  05/16/2022

  The cancellation was processed.  Any refund will be due from the lender.  

  Customer response

  05/17/2022

   
  Complaint: 17147640
  
  I am rejecting this response because:  On today, May 17, I spoke with the finance company and they told me that the dealership called them on last Monday claiming they never received the information, so they sent it to them again. Then it was after that when I spoke to the dealership and they, again, asked me for information that I had sent to them twice already, and the finance company had sent to them. The finance company has not received the funds from the dealership even though the dealership told you had processed it. And still, I have received nothing. This shell game the dealership is playing is just wrong. Did the dealership show you proof that they had processed it? Apparently, this is a common game they play with customers. I guess they figure you will get tired of chasing your money and drop it. 
  
  Sincerely,
  
  ***********************

  Business response

  05/28/2022

  The refund has been processed Tell us why here...

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle is under warranty. I originally took my jeep in to be repaired 2/22/22 due to it shutting off while in operation. The dealer performed a diagnostic test, stated it was an electrical issue, changed the control panel and stated the vehicle was repaired. I took the car back on 3/14 due to the same issue, they kept the car for approximately a week stated no issues and the car was fine. On 3/19 I had the car towed back to the dealer due to the same issue of shutting off while operating and all of the dash lights were on. Again the dealer states electrical issue. They stated that they performed another one hour diagnostic however they need to do a ****** diagnostic which require the bumper to be removed in order to check all the wiring from front to back. On 3/24 the dealer requested my authorization to perform a third hour diagnostic test (that would take 3 hours) and stated in the event the warrantee doesn&#**;t cover it, I would be responsible for the charge. I declined to give the authorization. I&#**;ve continued to call and check on my vehicle and on 3/26 was told that the vehicle was just sitting. We spoke to two service managers ***** and ****** as well as the general manager ******************** and at no point did anyone state there was nothing that could be done without the diagnostic test. I was under the impression they were still working on my vehicle but on 3/28 I find out that nothing is being done. Before I give authorization for another diagnostic test I requested to know specifically what&#**;s going to be done and how long it would take to pinpoint the problem and I have not received an answer yet. I&#**;ve also requested a loaner vehicle several times and was told they only have two loaners both were out however they were expecting a return any day. I still haven&#**;t received a loaner and this is into the second straight week they have had my car. I&#**;m hesitant because twice I have been asked for money after paying my deductible for services covered by the warranty.

  Business response

  04/13/2022

  When there is no clear definition of what is wrong, no warranty covers extended diagnosis time, until the problem is determined to be a warranty issue.  For instance, if the customer had put an aftermarket alarm or something similar and it was determined that the person who installed the aftermarket issue was at fault for a this electrical issue, the warranty would not cover that.  In these instances with electrical issues, they are typically warranty and the diagnosis is covered.  But, if they are not covered, the customer is responsible.  so to assume that we would continue to work on this car with out a clear resolution of payment does not make sense.  

  Customer response

  04/13/2022

   
  Complaint: 16959491
  
  I am rejecting this response because:
  
  Per service employee **** it has been determined that the diagnostic test and work is covered by the vehicle warranty. At this point this dealer have had my vehicle over a month its still not repaired and Ive been denied a loaner vehicle. I have lost a great deal of money due to this inconvenience and the company doesnt care. I believe its more racially motivated that they are denying me a loaner vehicle while I continue to wait for my vehicle to be repaired because in March I was initially told by the manager ****** all loaner cars were out however one was expected to be back soon and recently was told by **** that loaner vehicles have been discontinued. I really dont know what to believe from these people as Im being told that the repair part needed for my vehicle will take a month to receive.

  vehicle 

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

  Business response

  04/22/2022

  Our position hasn't changed, the diagnose policy is standard business practice.  We suggest this vehicle should be taken else where for repair.  

  Customer response

  04/23/2022

   
  Complaint: 16959491
  
  I am rejecting this response because: unfortunately because we chose this repair shop the warranty requires us to return to  the same place they paid for the repairs. The vehicle have been fixed and hopefully we wont ever have to return here. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Me and my four sisters bought a car from here and all of the cars have issues. I got this car in ******* ** the first month I needed a tune up. I am a working woman with who has been trying to work with **** for months. I have to have a car. They never offered be the inspection. I would have for sure paid for it. Or offered a warranty even though they said I have it, then they say I dont. This has been a bad car. I have him recorded that he did not offer an inspection. Of course I would have paid for the inspection. I have kids and a job and I had the money for and would have gotten the inspection. by ****. The car keeps cutting off and oil light is blinking. I would have happily paid for everything. I have all of this recorded on my phone. He knew in the beginning this car was not good, why else did he not offer the inspection. I cant take it how much this man has lied to me and made my life a living h*** I have had to bring the ar back constantly. Every month there is something wrong. My struts now needed replacement and he said not tell his boss and he would split it with me on the side ****** form him and then from me to replace them, He keeps saying well you should have had a warranty, He sold me the warranty when I bought the car. I call the warranty company and they say I have one. **** is so slick and he will call me and tell me well now you talked to my manager you have to pay half. I cant get any straight answers. I asked **** to put the extended warranty on it and he then didnt. This has been incredibly upsetting and stressful. I did everything I was supposed to . asking and for and thinking I had a warranty. I cant take anymore time off of work for this.

  Business response

  04/13/2022

  It is disheartening to hear that the customer is having issues.  It sometimes happens, with out any ones control or knowledge.  In older cars like this (2013) will need some maintenance and up keep.  We do not have a return policy, and I do not show any extended service contact in place on this customer or attached to this vehicle.  Our system also does not show this vehicle returning to Hawk for any service since its purchase in august of 2021.  

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was taken into Hawk dealership on January 3rd, 2022, where it still resides today, pending being fixed. Was taken in due to leaking windshield fluid on carpets and not holding solution in the vehicle. The dealership never reached out with an update/status of the car. Since I received no communication in 4 weeks from Hawk, I called Chrysler/Jeep/Dodge FCA (corporate) and opened a case with them to help me get answers and expedite parts. ****** from FCA has given me updates since filing this claim, but I am now going to be on month 3 of making a car payment and still no ETA on when this part will be delivered. I keep getting the same response now for over a month. This problem could go on for an unseen amount of time and I feel making a car payment without the vehicle in my possession is not fair. I would also like to be reimbursed for the payments I have made where the vehicle has not be in my possession. I understand we're in a time where things are delayed due to the pandemic, but we're about to be 3 months into when the car was taken in.

  Business response

  04/13/2022

  It is my understanding that this has been resolved.  It is unfortunate that *********** like what was needed took so long to arrive from the manufacturer, and was completely out of our hands.  

  Customer response

  04/13/2022

   
  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

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They are selling defective products. I bought a vehicle from them 2 weeks ago. I just ran a check on the vehicles condition. The report revealed the vehicle was previously in a car accident. I tried to return the vehicle on 11/19 and ***** who is a manager said they cannot take the vehicle back and that I would have to deal with it. I asked to trade and they said they could not trade it back in.

  Business response

  12/09/2021

  ***************** car passed our vigorous inspection.  We informed ************* on several occasions that we do not have a return policy.   

  Customer response

  03/28/2022

   
  Complaint: 16170737
  
  I am rejecting this response because:

  Consumer called and said he has been talking *************************, He spoke to him just a week ago. He had not been able to inspect the vehicle because it was at night when he purchased it and the car is black. I could not see it until the next day in the light. I began calling them the next day. And was then also informed by Carmax it had 2 accidents, ***** told me when I purchased the car that if it was not working out I could trade the car in after 2-3 months. He takes my calls and just last week is still acting like they will trade the car in, but everytime I call they say they don't have a  for me despite having so many on their lot. I am amenable to a number of vehicles. I am spending 500 dollars a month when I really only wanted to spend ****** a month. I am 73 years old and believe they took advantage of me. I needed a car somewhat quickly and they also charged ******* over the ***** Blue Book price. 
  
  Sincerely,
  
  *********************

  Business response

  04/13/2022

  We did explain to *************, that we do not have a return policy.  ************* is not limited in trading his vehicle with Hawk, and can go anywhere, as we do not have a replacement that fits the structure he is looking for.  

  Customer response

  04/15/2022

   
  Complaint: 16170737
  
  I am rejecting this response because:

  They did not offer a return policy on this vehicle and they in fact stated that after 3 months they could replace vehicle as is and there would be no problem and that it would help my credit rating. I agreed. Now after 3 months of speaking with ********************* and *******************. They verbally said they'd take vehicle back. Now they're talking about a replacement cost. I took this vehicle to CarMax and they informed me it was in two accidents. 
  
  Sincerely,
  
  *********************

  Business response

  04/22/2022

  We do not have a written return policy.  We do not have a vehicle that would fit ****************** goals of payment. 

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Out side of the lights the car was working fine. My insurance covered the light repair. Now they want to charge me. My jeep had not passed the emission test becuase of some dashboard lights had come on. I took it in to have jeep evaluate why 2 lights had come on in the dashboard. It was running fine. While there they had somehow made the air conditioner stop working and they cracked the windshield and eventually owned up to that. I had taken it in originally in April and its been non stop since then. I have had to pay for a rental car for weeks while I was waiting for them to get a new windsheild in. I need my car repaired and returned with no additional charges.

  Business response

  11/09/2021

  This has been resolved.

*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. ↩