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:04/09/2024

  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.

  Upon purchasing a Jeep Grand Wagoneer advertised as 'new' and spending over $100k, my experience was far from satisfactory. The vehicle arrived with noticeable scratches and was delivered in a dirty condition, lacking the promised original accessories. Despite being charged $1,200 for Simonize protection that was never applied, the business failed to fulfill its obligations. Furthermore, promises made in writing to refund $1,100 and provide missing accessories were not honored.Communication with the sales representative, ****, ceased abruptly, and attempts to reach the General Manager, ***********************, were ignored. My intention in sharing this review is to provide fellow consumers with an honest account of my experience.

  

  Business Response

  Date: 04/11/2024

  Hello,

  Lawless was and is prepared to refund ************************* $1,200 for the Simonize protection as well as an additional $1,100 for a total of $2,300 once the "release of claims" agreement that was previously discussed is signed by ************************* and sent back to Lawless by email to ******************************** and all negative reviews of Lawless posted online by ************************* are removed by *************************. At that point a refund of $2,300 will be immediately issued to *************************. 

  Customer Answer

  Date: 04/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

   Please see attached the document provided, it doesn't state $2,300.00 total refund. Please update the document with the amount and terms proposed and that will be satisfactory, I do accept the new terms. 
  
  Regards,

  Luan

   

   

  

  Business Response

  Date: 04/16/2024

  Hello,

  We have updated the original release with the new terms and dollar amount. If the release is executed and sent back to ******************************** and all reviews are removed we will be happy to release $2,300 to *************************.

  Thank you.

• Initial Complaint

  Date:08/02/2023

  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.

  The car dealership refused to cover the cost of break repairs under my valid extended warranty:I had complained about my faulty breaks and sought to have them repaired by the above car dealership during the first week of June . At their time, my extended warranty for this vehicle was in force. This car dealership gave me an appointment to fix my breaks two days after my warranty expired, on June 21st. They refused to cover the repair under the warranty stating that the warranty had expired. IWill appreciate if you make them cover the cost of repairs under the warranty.**** called Chrysler **************** ***************) but they also refuse to cover the cost

  

  Business Response

  Date: 08/09/2023

  Hello,

  Mr.  ***** did not purchase the vehicle at Lawless nor the extended warranty he is referring to. The warranty, according to our service department, expired on June 21, 2023. The appointment for his vehicle was for June 27th, 6 days after the warranty extension ran out.  A brake booster was ordered and replaced on August 2, 2023. Unfortunately this is outside the parameters of the warranty which Lawless has no control over. We apologize for any inconvenience to ***************

   

• Initial Complaint

  Date:06/22/2023

  Type:Delivery 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 purchased a 2020 RAM **** from Lawless at the end of May 2023. At the time of sale I was promised by the salesman, ************************* a second Fobik Key Fob, as one was not already with the vehicle. The day I picked up the vehicle I was told that the Fob needed to be ordered and that I would be called when it was available. I have reached out 3 times to get an update on this, and have not gotten a response. Two times I reached out via, email, and the third time was via Phone. When calling by phone *****, did acknowledge and speak with me, and promised to get back to me with an update after talking to the ************* but I never heard anything further. Both attempts at email communication have resulted in no response. I feel at this point, because the dealership knows I am not local, they are hoping to get out of this to save themselves a little bit of money.

  

  Business Response

  Date: 06/26/2023

  Hello,

  Lawless apologizes for the miscommunication with ********************** second key. Lawless has ordered the spare key for ****************** and will contact him as soon as the key has arrived at the dealership to schedule an appointment for him to come in and have it programmed to his vehicle at no charge.

  Customer Answer

  Date: 06/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I have at this point received the second Key Fob. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/02/2022

  Type:Sales and Advertising 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 received a letter from the dealership after taking my vehicle there for service. The letter stated that they were interested in buying my vehicle. I called the dealership, as I was actually in the process of buying a new vehicle. When I told them that I was in the military and wanted my vehicle registered in ***** they told me that they would not do this. I had just purchased a car for my wife and daughter at two different dealerships and both of them were more than willing to register them in ***** at the point of sale. I am listed as a ***** resident in the military as ***** is my home of record. The sales agent went and asked the sales manager and came back and said that it is the owners policy that he would not do that. Knowing that I had just done it within the last a year for two other vehicles, it appeared that they did not even research the ability to do it or knew that this is common for military persons. I will no longer even use them to service my vehicle either. I would highly recommend that any military personnel stay away from this business as it is definitely not military friendly!!!

  

  Business Response

  Date: 11/03/2022

  Lawless has communicated with **************** this morning to apologize for the miscommunication on our behalf. A young sales representative of Lawless misunderstood what **************** was trying to accomplish in regards to registering his vehicle in *****. Lawless apologizes for giving **************** inaccurate information and has offered to further assist him with his transaction and has also sent him a Gift Certificate that he can apply to his vehicle purchase or towards any Service or Parts purchase. Lawless is a Vets Cars Dealer and strongly supports all Military, First responders, and their families and offers constant discounts to them as a thank you for the extraordinary service they provide to their country. 

  Customer Answer

  Date: 11/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I appreciate the fact that the dealership has taken ownership of the issue and has gone out of their way to resolve it.  I retract my comments in the original complaint as this business has been great in the resolution process.  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/07/2022

  Type:Sales and Advertising 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 went to Lawless Jeep in Woburn to purchase a 2022 Jeep Wrangler, I agreed on a price on my trade in and the purchase price for the Jeep. The salesman, ************************* confirmed the price of my trade and purchase, he sent me the finance application, I filled it in with the agreed upon purchase price. When I went the next day, as they showed me the paper work, I noticed the purchase price was $10k over the agreed upon price. The salesman agreed that was not the correct price, I asked to see the manager, the salesman came back and said, the new inflated price was the price. I went into see the sales manager and he said the higher price was the price, not the one I had agreed on and he would have to listen to the recorded call between the salesman and myself. I reiterated that my loan application reflected the agreed up price, the salesman agreed that was the price, how could they pull a bait and switch like that. He simply stated I got it wrong and the price of the vehicle was the higher price. I was floored at the tactics they used, to think that was ok to do to a customer, it's suppose to be a family run business. It was clearly a bait and switch tactic, hoping I either didn't detect it or wanted the vehicle so bad I'd pay $10k over what I agreed to, they were shameless, and did not attempt an effort to reconcile their misconduct. This is the first complaint I've filed and have never written a bad review, I just would choose not to do business with a place if I wasn't treated fairly, not the case here.

  

  Business Response

  Date: 06/14/2022

  Lawless is sorry that *************************** was not happy with his shopping experience at Lawless Jeep. ****** had visited us online and on two occasions in person at our Dealership location. He had been interested in several different Wrangler models and was very concerned on how much we would pay for his trade in vehicle. He put in a loan application on a different vehicle then he actually ended up choosing in the end. The vehicle he chose was a very rare, special edition and he did not want to pay the Market Price so he did not sign any deal or leave any deposit. He did however make a scene in our showroom and threatened employees making people very uneasy and fearful of his escalating enragement. Again we are sorry that he was not happy and hope he will find a dealer who is willing to work with him.

   

  Thank You,

  Lawless Management

  Customer Answer

  Date: 06/14/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [There response is an out and out lie, I looked at 2 jeep rubicon's, test drove both, I let the salesman ********************* know which one I wanted and submitted the loan application for the right one and the correct amount we agreed to. How do we know this, the other rubicon was $65,000, the one I agreed to purchase was $81,600.00, the amount the salesman agreed on as well as the amount I agreed for my trade.  When I went into the managers office, he knew exactly what they did, and kept telling me, he'd have to listen to the recorded call I had with Nico, the salesman.  I said, have him come in, he just reinforced the price to me in the finance office and didn't seem to know what was going on, obviously he did.  They kept telling me the price I agreed on was not the actual price, I stated the salesman, Nico agreed to it.  Nobody was threatened, but I did let them know on certain terms that that was as despicable of a move as I've ever seen.  They bait and switched the price, apparently everyone, but the consumer, me and Nico knew that.  His words to me on the telephone, thats apparently recorded, the night before, will prove that, I specifically asked, the price is $81,600, Nico's reply, yes, and he asked do you agree to the original terms, meaning because they low balled me on my trade, I said yes.  He sent over the loan application, I put in the correct amount of the purchase price $81,600.00 and went in the next day.  The manager didn't even attempt to come in to see what the issue was, because he knew what it was, they baited me with the lower price and switched it on the paper work to sign.  After it was clear they baited and switched the price, I did inform the customers in waiting area to be careful and check the numbers on my way out, nobody was ever threatened, however I did let them know they cannot get away with that and i will file suit, ect.

  My feeling was, if they think they can get away with that with an attorney, what would they do to a elderly couple or a woman trying to get a vehicle for her family, I've purchased many of vehicles over the years and have never had that happen.  Fortunately, I have the resources to fight such unfair and deceptive business practices and intend to do so.  By the way, I requested my loan application and have not received it.  I was particularly disappointed in *********************** since he was accepted to the ************ and we spoke about that honor and what it meant to his family, I would have thought based on our interactions he would have stepped up and did the right thing, even though he's leaving Lawless.

   

  Very truly yours,

   

  ***************************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 06/16/2022

  The sales staff of Lawless has built its fine reputation in the industry and community through many years of business and both hard work and fair dealings with its customers. Lawless has always taken whatever steps that are reasonably necessary in order to resolve a particular dispute or problem that *** arise even though it is through no fault of the dealership. We are sorry that Lawless and ****************** were unable to come to an amicable agreement and that we could not accommodate his financial terms. There is no contractual agreement between Lawless and ****************** and therefore he did not give Lawless any monies towards a transaction, so at this point there is nothing more we can do for him and wish him well.

  Customer Answer

  Date: 06/17/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

  
  Lawlesss agent/s, bait and switched the price of the vehicle on me, and never attempted to right that wrong.  One would expect a family owned business such as Lawless purports to be, would have never attempted such a deplorable act.  Instead, they pretend to not know what took place, and worse lie to the bureau I put an application in for another vehicle.  Further, they lie that I threatened anyone, other than with the promise to right a wrong through the proper channels.  Their non response that day by management was clear that, this was business as usual.  Ive purchased many of vehicles through the years, some deals better than others, but I always honored my end of the deal, and they did not.  They bait and switched the price and lied about how the transaction truly went down, thats far from honorable and legal.  As the bureau is aware there is a chapter under the Massachusetts General Laws, 93A that deals with unfair and deceptive business practices, Im confident a higher authority will disagree with Lawlesss tactics.  Fortunately I can pursue this illegal tactic, where others cannot, they tried to take advantage of this transaction in such a flagrant manner, and then put in writing a bold face lie.  
  they also ran my credit a few days after and never returned my credit application as I formally requested.  I fight for people for a living, I will seek any and all appropriate remedies available, not only because of how they handled the transaction, but because of their bold face lie on how things went down.

   

• Initial Complaint

  Date:06/06/2022

  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 2022 Jeep Compass on 03/28/2022. When picking up the vehicle, I asked my sales person for leather mats. He told me that if I give a 10/10 review for the dealership, he would get them for me; for free. It's been almost three months and every so often there is a reason as to why they haven't come in yet. It's been giving me a headache with all of these excuses. It's basically like I was fooled in giving them a 10/10 review to get the mats, but only they do not deserve a 10/10. It was a bribery. This last week, my sales person texted me saying that I would need to pay for the mats myself and then I would be reimbursed. Not only does that sound sketchy, but how am I suppose to believe I'll be reimbursed if nothing else I've been told has come true? Also, a couple of weeks in of having the vehicle, it started giving me problems. I noticed that whenever I turned the Wi-fi off of my phone, CarPlay would also disconnect. Regardless if it was plugged in via a cord or Bluetooth. I use to have a 2018 Jeep Compass prior to my 2022 and this was never, ever a problem. During the basically four years I had the lease, this was never an issue. I have brought this issue to the dealer's attention several times. After bringing it in probably the third or fourth time, the CarPlay started to occasionally, but rarely work without the Wi-fi on my phone having to be turned on. I connected other phones to my car, and the same probably occurred. My vehicle comes with Wi-fi on it and not once did the dealer opt to provide me with this service for free, so the issue could be possibly resolved. After bringing the vehicle in several times, I was told that this is a Jeep issue and there is nothing that they can do about it. I would like to possibly return the vehicle and get another one without this issue. I drive in the city a lot for work and my phone constantly connects to stores Wi-fi while I'm on the phone, which makes the connection really bad. The speakers also don't always wk

  

  Business Response

  Date: 06/13/2022

  Hello,

   

  We have received ************************ complaint and apologize for the issues she is having obtaining the floor mats as well as the issues with her CarPlay. There is a national shortage on rubber floor mats that are produced buy the Manufacturer (Stellantis) to the extent that New Vehicles that were ordered with them originally are arriving to Dealerships across the country without them and they cannot produce them fast enough due to the supply shortage. We continue to get updates on when they should arrive, and as of today the set could arrive in the next 48 hours but we do not have confirmation yet. We offered ******************** the option to buy after marketing mats from a company called Weather Tech, as we have for many customers as the material is slightly different and are readily available. We offered to reimburse her for them as well and still will honor that option or she can wait for the factory ones. Unfortunately Parts delays are out of our hands.

  As for the Carplay issues Lawless is more than happy to take a look at the vehicle with ******************** present so we can try to fix that issue for her. We would need to see the vehicle and phone in person to rectify any issues as a number of things could be contributing to the errors. If she would like to schedule a time to come by the Dealership we are happy to help.

   

  Thank you.

   

  Lawless Management

  Customer Answer

  Date: 06/21/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered. 
  

  I do not think that its right that I have to pay out of pocket for something that I was promised for. This becomes bribery as I was told if I gave a 10 star review to the business Id get them. Even before having all of my issues resolved. 
  

  min reference to the CarPlay, I have shown you the problem and its still not resolved. Not only is the connection now bad, however there are times where it doesnt even work. The music keeps coming in and out. Its playing one minute and the next it stops. I need to turn off my car, keep it off for a couple of minutes then turn it back on so it can play again. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 06/23/2022

  Hello,

   

  Lawless was able to secure a set of Factory Produced floor mats for ************************ vehicle and will be contacting her and will deliver them to her home. As for the Car Play issue, the vehicle may need a software update to cure the problem or it could be an issue with the phone itself. Either way Lawless is happy to schedule a time for her to bring the vehicle in for a second look.

   

  Thank you