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This company offers used car sales.
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A BBB Accredited Business since
BBB has determined that Dick Says Yes 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.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||3|
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 ManagementMr. Jason Hannah, VP Ms. Jennifer Hannah, VP
Auto Dealers - Used Cars Used Car Dealers (NAICS: 441120)
1200 NE 95th St
Vancouver, WA 98665 (888) 665-9873 Directions
PO Box 1679
Vancouver, WA 98668 (360) 574-4424
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Additional Phone Numbers
- (888) 665-9873(Phone)
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|
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BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
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Complaint: In June of 2014 I purchased a vehicle from Dick Says Yes. Included in my purchase was *** insurance which I didn't want to begin with. Two days after leaving the dealership with my car I went back to cancel my *** insurance and recieve a full refund to be applied to the loan. Four weeks had passed and I hadn't heard anything from the insurance company or the dealership. I called the insurance company and they informed me that they hadn't recieved anything so I called the dealership again. When I spoke to the dealership they informed me they had lost the paperwork and I would neeed to come back in and sign. I then recieved a call saying they found it and would expidite the process. Three more weeks passed and I still hadn't heard anything so I called the insurance company again and still they hadn't received anything. I called the dealership to find out that the paperwork hadn't been taken care of but that they would start working on it. I made several attempts to contact the dealership after that to follow up and ensure that not only was I refunded the entire amount of the *** insurance but also refunded for the interest that I was charged over the course of the last 3 months on that money. I have sent emails and phone calls and not gotten any word back. Most recently the accounting department informed me that they sent a check to finance company for the amount of the *** insurance not including the interest. My finance company never receieved the check and the accounting department failed to inform me when they would be refunding me for the interest paid. I have tried to contact multiple departments in regards to the check that was allegedly sent and no one will reply. This is not only a poor customer service issue, but this is a failure to comply with the cancelation policy on the *** insurance.
Desired Settlement: I would like to receive a refund for the *** insurance as well as a credit for the interest paid and a credit for the service department for all of the trouble and hassle this has been.
Business Response: Initial Business Response /* (1000, 5, 2014/09/30) */ We apologize for the delay in processing the paperwork related to the cancellation of Ms. *********'s**** policy. We have contacted her finance company and verified that the check for $795 has been credited to her account and should show on her next billing statement. In addition, we have issued a check in the amount of $45 to Ms. *********, to reimburse her for the additional interest paid over the past three months on the $795. This check was mailed 9/25/2014.
Problems with Product/Service
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Complaint: I purchased a vehicle on May 29th, 2014. I have had an issue with receiving my license plates. This business took to long to submit my information, cause me to have to purchase multiple trip passes through dmv, as well as had to make multiple trips to Vancouver which is one hour from my home in order to correct a mistake made on the company's part. I have taken time out of work to try and fix this as well. I have been told multiple different stories, have requested to speak to managers who just direct me to people who do not respond. I was promised multiple times resolutions and responses and still receive nothing. I have lost a lot and time and money just for license plates and I still have no idea what's going on. It's been two months of a never ending cycle.
Desired Settlement: I want a free trip pass ** drive my car legally, for someone from the dealership to go out of there way not to bring it to me in Salem, I will not make another trip to Vancouver, and I would like a gas certificate to compensate the gas used to make the multiple trips that still didn't resolve my issue.
Business Response: Initial Business Response /* (1000, 5, 2014/08/11) */ 08/05/2014 Case # XXXXXXXX To Whom It May Concern: On May 29th, 2014 ******* **** purchased a 2013 VW Jetta (Vin 3VWDP7AJ3DMXXXXXX) from our Dick Says Yes location in Vancouver, WA. At the time of purchase she signed documentation letting her know that we would need her VIN inspection back within 1 to 2 business days. She was unable to do so but did mail it in approximately 2 weeks later. As soon as we had all of the appropriate paperwork we submitted it immediately to the DMV. Unfortunately the DMV has been relatively backed-up and it was taking a longer than normal amount of time for them to process her plates. We have since confirmed with the DMV that between the 25th and 28th of July they did in fact mail out Ms. ****'s plates via 3rd class mail. I believe that ultimately the timing in which we received the VIN inspection and the timeframe in which the DMV is currently processing plates is what caused the current delay, not our inaction. That being said, Ms. **** is a valued customer, and regardless of where the fault may lie what matters most to us is her satisfaction. I had the pleasure of speaking with Ms. **** on the phone and was able to hear both her side of the story and explain from our end why this may have happened. As resolution we have confirmed for her that the plates have been sent by the DMV and as a token of our appreciation we are sending her $75 in the form of Visa gift cards to help cover the cost of her fuel and trip permit. She expressed satisfaction with this resolve and I let her know that if she has any future concerns she can contact me directly. Respectfully, ****** ****** General Manager Dick Says Yes Dick Hannah Dealerships XXX-XXX-XXXX ******@dickhannah.com
Problems with Product/Service
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Complaint: I purchased a vehicle and paid an extra $100 for custom license plates on 1/3/14. When the plates arrived around 1/30/14, they were not the custom plates I had paid for. I contacted the dealership that day and was told to get the correct plates at the DMV and they would refund us the $100.00 and any additional fee from the Dept. of Motor Vehicles. On 2/3/14, I went to the DMV and she stated that the paperwork that was submitted was incorrect. I paid $100.00 for the custom plates and an additional $34.00 fee. I contacted ****** at Dick Says Yes and she told me she would get a check sent out. The check never came. Over the last six weeks, I was told three different times that the check was sent. The last time I spoke with ****** on 3/7/14 and she stated that the refund had been sent and we should be getting it by 3/8/14 and if not, call her back. I have repeatedly tried to call ****** since 3/9/14 and she has not returned my calls. Over the last 6 weeks I have contacted **** ****** (******) at least 7 times and by not returning calls, it appears they have no intention of honoring the refund and fee that they promised to pay.
Desired Settlement: $134.00 refund check
Business Response: Initial Business Response /* (1000, 6, 2014/03/25) */ 03/24/2014 BBB Case# XXXXXXXX To Whom it May Concern: On 03/19/2014 ****** ********* filed a complaint against Dick Says Yes for not reimbursing her the $134.00 she was due when she ordered her custom plates. I spoke with ****** the very next day, (03/20/2014), which was when we received notification from the BBB about her complaint. At that time I let her know that I was able to verify that the check had in fact been mailed out the week prior. During that same call *** ********* informed me that she had already received the check on the very same day she filed the complaint but it was after she had registered it online with the BBB. She also stated that she went back online and updated her BBB complaint indicating that she had received her refund. As *** *********'s desired resolution (receipt of the $134.00) had already been met on the same day we received notification of her complaint we consider the matter resolved at this time. Thank you and if you have any further questions please do not hesitate to contact me directly. Respectfully, ****** ** ****** General Manager Dick Hannah Dealerships "Dick Says Yes" W XXX-XXX-XXXX Final Consumer Response /* (2000, 8, 2014/03/25) */ I finally received the check on 3/19; 6 weeks after requesting it.