BBB Accredited Business sinceAdditional Locations
Phone: (360) 314-1405 3400 NE Auto Mall Dr, Vancouver, WA 98662
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This company sells new and used cars and trucks.
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A BBB Accredited Business since
BBB has determined that Dick Hannah Kia meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Dick Hannah Kia include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 5 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMs. Jennifer Hannah, Vice President Mr. Jason Hannah, Vice President/Treasurer
Auto Dealers - New Cars Auto Dealers - Used Cars New Car Dealers (NAICS: 441110)
Alternate Business NamesDick Hannah Dealerships Hannah Motor Company
3400 NE Auto Mall Dr
Vancouver, WA 98662 Directions
PO Box 1679
Vancouver, WA 98668 (360) 256-5000 (360) 314-1405
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BBB Complaint Process
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: The Customer Loyalty program promised free tires.After waiting several weeks for my 'claim' to be processed, meanwhile driving around in the rain with illegal tires and a slow puncture that requires me to carry an electric pump with me to work each day so I can get home again, I have been offered replacement tires at 'employee cost'.And, I'm expected to pay the alignment fee as well, bringing my 'free' tires to more than $450 after tax!And, the tires offered are a horribly cheap brand.I have purchased 4 vehicles from Dick Hannah over the past 14 years.I have always had the cars that I have bought from them serviced by Dick Hannah.I don't think this is showing much in the way of Customer Loyalty, nor is it honest.It certainly is NOT Believing in Nice!!!
Desired Settlement: I would like my tires replaced with a reputable brand, free of charge as promised as part of the Customer Loyalty program.
Problems with Product/Service
Read Complaint Details
Complaint: I bought a used car at blue book value for a very good car: no discount: $7900. I got a car that soon after purchase needed much work done and a safety concern that the service department (Honda service) could not duplicate on a few visits so is not fixed. Honda service tells me in a written "Know Your Vehicle" report that my car needs $9600 worth of repairs after I put in a new IMA battery. This is a better car than when I bought it because of the thousands I paid to repair it in their service department. I talked to ***** the Kia Sales Manager. I explained the above issues and asked for the dealership to buy the car back for the amount paid. He stated that I would not receive any more than what the car is worth today. I also reminded **** of the dealership's BBB association and the BBB values of honesty and transparency.
Desired Settlement: I asked for the dealership to buy the car back for the amount paid.
Business Response: Initial Business Response /* (1000, 16, 2014/09/03) */ Case #XXXXXXXX **********, ******* Business Info: Dick Hannah Kia It is always regretful to have an unhappy customer. Ms. ********** purchased the vehicle in June of 2012 with 110,789 miles on it. In researching the service records, we have noted Ms. **********'s concerns with her vehicle. Each time she has brought the vehicle in, we have not been able to duplicate her concerns for the stalling issue. I did speak to Ms. *** ******* on the phone on on August 5th. We discussed her current concerns for her safety with the brakes and stalling issue. Ms. ********** brought her vehicle in on August 7th, we gave her free use of a loaner vehicle. Our goal was to diagnose the stalling issue and address the brakes. When talking to Ms. ********** we discovered she was not having a problem with her brakes, but instead she was concerned with the bumpy feeling she got when depressing the clutch. Our master technician inspected the vehicle and he was not able to duplicate the concern regarding the intermittent stalling. We believe that what Ms. *** ******* is experiencing is the auto idle stop function on the vehicle. Our technician states the auto idle stop function is working to factory spec at this time. Please see that attached pages of the vehicle's owners manaual that expalins the auto idle stop function. Our technician performed a multipoint inspection as well and also found numerous normal maintenance items that needed to be addressed. Also, he tecnician also found that the middle transmission mount was broken. In an effort of goodwill, we performed the following services for Ms. ********** at no charge: Lube, Oil & Filter (the vehicle had not oil in it or on the dipstick), replaced wiper blades, replaced sparkplugs, replaced both front marker bulbs, and replaced the middle transmission mount. We appreciate the opportunity to address Ms. **********'s concerns with her vehicle, and we hope she is satisfied with the results of our technician's efforts. Sincerely, ****** ***** General Manager Dick Hannah Kia ***SUPPORTING DOCUMENTS REDACTED BY BBB***
Problems with Product/Service
Read Complaint Details
Complaint: We purchased two vehicles from Dick Hannah a little over a year ago. In addition to purchasing two vehicles, we also purchased service contracts and GAP insurance. Since the purchase of the two vehicles, we refinance one of them, and traded the other one in. After doing so, I contacted the company who administers the service contracts and GAP insurance to find what we need to do in order to receive a refund for the prorated amount. They specifically told me, all I would need to do is take the refinance documents and the purchase order from the new vehicle into the dealership where the cars were purchased, proofing and showing them that the vehicle loans would be paid off, and they would issue us a check for nearly $2200 that was owed to us, and we could bypass the entire process of having to go through the lenders. It has been nearly THREE WEEKS since we did exactly what ********* ** told us to do, the company who supplies the contracts for the dealership to sell and we still have NOTHING FROM DICK HANNAH. When we call, all we are told is that its policy and they need to see the loans paid off. Absolutely HORRIBLE service, still waiting for the nearly $2300 that is owed to me and both vehicles have been paid off, JUST LIKE THE CONTRACTS WE BROUGHT TO THEM IDICATED WOULD HAPPEN. Absolutely disgusted with Dick Hannah and expect a resolution.
Desired Settlement: We want the entire balance returned immedietly, and a formal apology letter for the delay.
Business Response: Business' Initial Response /* (1000, 5, 2013/07/25) */ The customer has now been refunded the amount due for the cancellation of the service contracts and GAP insurance. Typically refunds of products purchased in finance take between four to six weeks, as noted on the top of the cancellation form that *** **** signed. It is unfortunate that there was an expectation that the refund process could have been done in a more expedited manner. We are obligated by our lenders to ensure that their interests are covered. If we do not receive confirmation that the actual balances are zero, we would have to send the lender the funds, which would have only lengthened the time to refund the customer. We apologize for the misunderstanding of the length of time to resolve this issue, but ultimately refunded the customer in a timely manner. 7/3/13 - ******* **** completed and signed the cancellation form for both contracts. And turned in the related documentation for cancellation. However the documentation provided (including a copy of a contract showing one of the vehicles as trade and a loan agreement showing the refinance of the capital one loan). Unfortunately neither one truly showing zero balance remaining with the original lenders 7/9/13 - Cancellation was received by the business office 7/12/13 - Customer makes first call inquiring on balance. Checks were promised the following week, if the lenders were paid off. 7/16/13 - Inquiry was made to the lenders to see if the balances were zero. At that time neither loan was paid in full. A message was left with *** **** to let her know the status. 7/17/13 - Another inquiry was made and the balances were not paid in full. Another message was left for *** ****. No return call was received. 7/19/13 - Customer called dealership and office inquiring about the refunds. We returned the call and verified that the balance was paid off with the financial institutions. The checks were printed but not signed because there was not a check signer due to boat cruise. Customer was told they could pick up the checks on Monday. 7/22/13 - The customer picked up the checks. Consumer's Final Response /* (2000, 11, 2013/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business' Final Response /* (4000, 9, 2013/07/29) */ *** * **** ****- I understand your frustration with our cancellation process. Our intention was never to upset you or to not refund the cancellation amount in a timely manner. I am truly sorry for the inconvenience this has caused you. We are obligated to follow certain protocol with regard to these refunds and must verify proof of loan payment before we can issue refund checks to you. The proof of payment did take 16 days from the day you requested cancellation and we did our best to refund your money to you timely after that. I did include the time line of the whole process, including the fact that once we did confirm payoff on the 19th our corporate office was closed in the afternoon due to an Employee Appreciation boat cruise. I am sorry if you feel this was inexcusable. Again, I apologize that we were not able to meet your expectations. Please contact me personally if you have any questions. Sincerely, ****** ** ***** General Manager **** ****** Kia ******************* *******@dickhannah.com
|5/28/2013||Problems with Product/Service|
|11/27/2012||Problems with Product/Service|