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:06/19/2024

  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 purchased a 2024 Jeep Grand Cherokee from this dealership. I have had it for 2 weeks and it's already having transmission issues. The check engine light will not go off. I have had no communication from the service department about this situation. I purchased this vehicle on June 12. They gave me a loaner and it broke down after I drove it off the lot. I have a rental but the oil light is on and nothing has been done about it. They keep giving me the run around and I'm tired of this. I need this situation resolved.

  Business Response

  Date: 06/20/2024

  We are actively working on this vehicle to resolve the problem. We anticipate that this situation will be resolved soon. Our Service Advisor will reach out to the customer and provide a repair update.

• Initial Complaint

  Date:05/15/2024

  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.

  Brought my car in on May 2nd for a recall on my 2016 jeep cherokee there were no issues with my car prior to me bringing it to the dealership. They told me when I went to pick up the car that the head gasket needed to be replaced and quoted me $5000 and it was leaking coolant. There were no leaks prior to this. We check out the car and noticed that my hoses have been tampered with and were loosened and the part holding it together was taken off. This was causing it to leak coolant

  Business Response

  Date: 05/17/2024

  Our technician performed a U90 factory recall. The repairs were covered under warranty at no charge to the customer. The recall performed was the replacement of the catalytic converter which is an emissions device unrelated to the vehicles cooling system. We did not perform any work to the cooling system or hoses with this repair.

  When the technician started the vehicle, he noticed a white vapor out of the exhaust along with the distinctive smell of burned coolant. This is an indicator that there is an internal cooling system issue with the cylinder head gasket or head. The service advisor gave the customer a preliminary estimate based on the technicians observation. The customer declined any further diagnosis/work.

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased a 2022 Dodge Durango from Hayes Chrysler Dodge of Gainsville, **. When we dealt with ********************* salesman , vehicle only had one key fob, ***** promised to have another one sent to us, 2 months and we haven't received it. Also Vehicle was a certified pre-owned Dodge Durango. When checked oil it was a quart low, this is one of the certified checks along with ******* for changing tires is missing , this is also on Certified check list, don't think things were checked as they were suppose to be. I would like the key fob and **** for our 2022 Dodge Durango sent to us. There is also a panel over the grille that is broken , that looks as though may have happened when servicing , I would like this piece also , I would be willing to purchase this part at cost and have shipped with key fob and **** assembly. Part for grille overlay is ********.

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My wife and I purchased a 2016 ************* from Hayes CDJR dealership on 09 February 2024 for cash ($25,000.00). Our salesman for this purchase was Benni.I understand that I did not purchase a warranty on the vehicle but after a 20 minute test ride and checking things over it felt good, drive train seemed fine and everything else seemed to work and I was informed of the dealerships 100+ point inspection on all used vehicles. This is also the 5th jeep I've bought over the years so I'm familiar with them.On the way home and 53 miles from your dealership I get a check engine light. When I got home 20 miles later I checked the code with my OBD II reader an received the following information:DTC P0741 Torque Converter Clutch Circuit Performance/Stuck Off.This could be a Torque Converter Module (TCM), possible solenoid issue or worse, the torque converter itself or the actual transmission.I immediately contacted ***** via email and on the phone and explained the situation with the Check Engine Light and the possible problems. He said he'd talk with his Sales Manager and get back to me. When he did get back, I was told bluntly "You bought it As Is". I was then told to bring it back, they'd check the code but I'd be responsible for all repairs.I get I bought it as is, but I also bought it from a reputable dealership who did a 100+ point inspection on it but again I git the Check Engine Light, P0741 Torque Converter Clutch Circuit Performance/Stuck Off code 53 miles from the dealership.I had the vehicle looked at today at ************************************* in Hayesville, **. I just received a bill to replace the torque converter at a cost of $2,240.00.

  Business Response

  Date: 02/23/2024

  Dear BBB,

   

  Thank you for sharing ****************** concerns with us. We perform a detailed inspection of all of our vehicles before offering any of them for sale. All of our customers have an opportunity to drive and inspect any vehicle before agreeing to purchase. All of our customers are also offered additional service contracts at the time of purchase. As stated by ************** he refused any additonal coverage. We offer this additional coverage because as we all know cars can and will eventually have issues and this coverage can limit or even eliminate the cost for the customer. We also make sure at delivery that the customer is aware they are purchasing the vehicle as-is and that the dealership is not responsible for any future repairs, regardless of when they may occur. 

  Customer satisfaction is very important to us and we understand that situations like this do come up from time to time.  We feel like we handled the situation in the most professional manner possible.  Thank you for communicating this issue to us.
  
  Warm regards,
  
  *********************
  General Sales Manager
  Hayes CDJR, ***********, GA

   

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21331711
  
  I am rejecting this response because:

  Any dealership worth a **** would stand up and at the very least offer to split the cost at a minimum. Even the one fixing it stated that's insane.  If this happened weeks or months later it would be on me and I'd accept that, however, when the vehicle has a failure of this magnitude on the drive home from the dealership i.e. 53 miles later then there's a responsibility on the dealership to step up on a product they state they did an intensive inspection on.

  If I sold a vehicle to anyone that had this type of problem within an hour selling it, I'd take back because I wouldn't do that to another individual, but then again I have morals.

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

   

   

• Initial Complaint

  Date:05/26/2023

  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.

  I went in on Tuesday 05-23-2023 to get an oil change for my vehicle however, whilst being there I started looking at vehicles and saw one that I liked. ***** approached me and asked me if I needed help and I told him no Im just looking. After looking at the vehicle I went inside and spoke to ***** about financing the vehicle. ***** took down my information and I gave him all my accurate personal and financial information. He did not ask me to fill out a credit loan application and he asked me to wait until ***** the financing manager called me up. ***** called me into his office and did not go over all the information with me. He just told me I had been qualified for the purchase of the new vehicle and asked me to sign all the paperwork but he did not disclose any information regarding the credit loan application nor how I had been qualified. I did not see a credit loan application whenever I signed all the paperwork. After going home and reviewing all the paperwork with my wife that was given to me in a flash drive I realized that the dealership had submitted inaccurate loan information to the bank to get me qualified for the purchase of the vehicle. I was baffled at what my eyes were seeing and I could not believe what the dealership had submitted to the bank to get me approved as I gave them and told them all my correct information. The dealer put that I was making $6,500 on the loan application when I don't even make half of that. They also did not update my new employer information on the loan application as that was incorrect as well. The very next day on 05-24-2023 I went in to speak to the sales manager and the finance manager as well. I spoke to ***** and he was being very rude and hostile. He kept saying there was nothing he could do on his end and to call the bank. After not getting anywhere with ***** we then spoke to the Sales Manager ***** who said there was nothing he could do as well. We also spoke to ***** who gave us the same runaround.

  Business Response

  Date: 06/05/2023

  Dear BBB,
  
  
  Thank you for making us aware of the complaint by *************** regarding an issue that he had at our location.  **************, our GSM, spoke with the customer at our facility today.  We offered him several solutions to remedy his concerns. We can only rely on the information given to us by the customer.  We have taken measures with those involved and are using this as a teaching tool.  We apologize for any inconvenience we may have caused *************** 
  
  Customer satisfaction is very important to us and we understand that situations like this do come up from time to time.  We feel like we handled the situation in the most professional manner possible.  Thank you for communicating this issue to us.
  
  Warm regards,
  
  *********************
  General Sales Manager
  Hayes CDJR, ***********, **

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20111253
  
  I am rejecting this response because: ***** did not offer fair solutions to us and all the solutions offered would put us in far worst situations. We gave them all the correct info and they still falsified information on the loan application. This is by far the worst customer experience I have ever dealt with. ****** would have done right by any wrongdoings on their part as we have bought multiple cars from them. Never again will I do business with this company and I will let everyone I know what they have done. Needless to say my wife has a big database of clients. All we wanted was for them to take back the car and give us back our truck and they were unwilling to do so even after falsifying information that was never given to them. We showed ***** the paystubs and told him this would cause financial troubles even bankruptcy and he did not seem moved. Very hard to deal with and ***** only cares about the dealership making money and clearly could care less about his customers. 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 06/13/2023

  Dear BBB,
  
  
  Thank you for making us aware of the complaint by *************** regarding an issue that he had at our location.  **************, our GSM, offered him several solutions to remedy his concerns.  ************** refused the options we gave him. We are not obligated to reverse the deal that ************** signed. ************** had every opportunity to review all of the documents before signing the contract and taking delivery of the vehicle. Like we previously stated, we can only go by the information that is given to us by the customer.  We are sorry that ************** and his wife had a disagreement regarding his purchase of the vehicle, however this is not a reason to return the vehicle.  We continue to stand by our sale process and the deal that ************** signed.
  
  Customer satisfaction is very important to us and we understand that situations like this do come up from time to time.  We feel like we handled the situation in the most professional manner possible.  Thank you for communicating this issue to us.
  
  Warm regards,
  
  *********************
  General Sales Manager
  Hayes CDJR, ***********, **

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20111253
  
  I am rejecting this response because: *****, you keep putting this back on me however, what your dealership did was commit fraud and falsify information. Never once did I give that information to anyone as my paystubs show the correct information. Once I realized what you all had done I took all this information to you all and ***** did not give us any fair opportunities. We didnt want the deal reversed we wanted you all to buy back the vehicle. You all are a bunch of crooks and its surprising you can sleep at night. I will be reporting this dealership. 
  
  Sincerely,
  
  ***************