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:06/04/2025

  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 am writing to file a complaint formally against **** and their authorized service dealership regarding my ongoing vehicle issues and the poor treatment I have received as a customer.I own a Jeep Grand Cherokee, and despite paying $6,000 in cash for repairs, I have experienced persistent problems and inadequate service. The dealership has failed to resolve the following issues, which have only worsened or recurred after repairs:- The air conditioning system is now non-functional, which was not an issue before.- The windshield water pipe, which they claimed to have repaired for $800, continues to leak water. I had it inspected by someone else, and they discovered that they only manually opened the pipe, suggesting that the dealership's repair was either unnecessary or poorly executed.- The heating system is inconsistent, sometimes not producing heat at all.- The airbag warning light reappeared after repairs but disappeared after I drove about 100 miles, which raises suspicion about the repair quality.- The vehicle has now become completely stuck again, similar to when I first brought it in, with no assistance or proper follow-up from the dealership.Additionally, I feel I have been unfairly treated and discriminated against as an immigrant. I have encountered indifference and poor communication despite paying a significant amount. The dealership promised to contact me to schedule repairs, but I have received no calls or updates.This situation has caused me considerable frustration, inconvenience, and financial loss. I believe **** and their authorized service providers are not honoring their commitments to quality and customer service.**Therefore, I am requesting either1. A full refund of the $6,000 I paid for repairs, or 2. Immediate and comprehensive repairs to fix all the ongoing issues with my vehicle.I kindly ask BBB to investigate this matter and help facilitate a fair resolution.Thank you for your attention.

  

  Business Response

  Date: 06/04/2025

  Hello BBB,

  Please be advised of the timeline of events as we do not agree with Mr. ***Iraqis comments.

  
  Faycal reached out to me by email on Monday February 24th at 8:55am expressing concerns with a recent repair. You will see my email response to him from February 27th at 1:05pm only 3 days later which I responded offering help and guidance on the issues he had listed and offering to look at the vehicle again. Please note that his vehicle is 8 years old and at the time had ******* miles on it. I dont think that ****** has a good understanding of the aging process and complexity of an automobile as any vehicle at that age with significant mileage on it will experience multiple problems at some point.
  
  Faycal did not respond to my detailed email from February 27th until April 28th. His April 28th email states.
  That he would like to wait until he puts another ****** miles on the vehicle before deciding on repairs
  His airbag light has not returned
  The windshield washer system was fixed elsewhere at no cost
  His heating system is fine
  
  I responded to him one day later, April 29th and told him we could schedule an appointment for him for his new concern which was his Air Conditioning. A representative from Lawless called him, and Faycal did not answer.

  
  I did not hear back from ****** until June 3rd,at which point he claims he has been trying to get in touch with me for 3 months which is impossible as we had correspondence on April 29th. He has all my contact information as well as the email chain which I clearly responded to in a timely manner each time. At this point, any repairs he did have done with us are out of warranty due to his procrastination. In regards to his claim of discrimination, Lawless harshly denies ANY discrimination towards Faycal or any of our client base. Our fine reputation has been built by being a family owned dealership for over 65 years with an outstanding track record and customer service scores.
  
  Sincerely,
  **** ****
  Director of Operations
  Lawless, Inc.
  **********************************************************

  Customer Answer

  Date: 06/04/2025

  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. 

   I am writing in response to the **** manager's account of our ongoing dispute. I want to provide some additional information from my perspective.
  
  To begin with, I was asked for an extra $850 to repair the left gasket before the vehicle was released to me. This was a surprise because it was not initially discussed. Upon receiving my car, I noticed several warning lights not present when I initially brought the vehicle in for repairs.
  
  The airbags, engine light, windshield pipe, and heat system all required repairs that had been previously undetected. I was told these additional issues weren't included in the initial repair cost and would incur additional charges. It's important to note that these issues arose while my car was in the garage. The pipe repair was quoted at $800, but then I was told I had been given a "discount," and the cost would be $650.
  
  After this, I complained to the manager and decided not to contact him until I had driven the car a few miles to see if the lights had come back on. They didn't, but the lights on the windshield were on.
  
  It's worth noting that the pipe underwent manual manipulation. I was able to verify this during a state inspection. I find it unacceptable to incur costs for issues that didn't exist before my car's garage visit.
  
  I want to make clear that the heating system was never fixed,and the same goes for the cooler. It's distressing because I had explained to him the importance of a reliable and comfortable car - I had a stroke, and I am a caregiver for a 4-year-old child with disabilities, hence the continuous travel for appointments.
  
  It saddens me to report that my attempts at communication with the Lawless Jeep have been mainly ignored. I assure you that I proactively sought this communication, which can be verified if you check. The only engagement from the manager came in the form of mail asking if I wanted to sell my Jeep.
  FIRST, THE FIRST RESPONSE WAS WAITING FOR THE LIGHTS TO COME BACK ON UNTIL IT WAS DISCOVERED THAT THE PIPE HAD BEEN OPENED MANUALLY. THE SECOND RESPONSE WAS AFTER I WAS SURPRISED THAT THE COOLING SYSTEM WAS NOT WORKING ON THE FIRST HOT DAY THAT I CONTACTED YOU IN APRIL, AND THE SERVICE NEVER CONTACTED ME, AND THIS CAN BE PROVEN. ADDITIONALLY, THE MANAGER ONLY CONTACTED ME BY MAIL, OFFERING $21,000 FOR MY CAR, STATING THAT FAYCAL DOES NOT HAVE A GOOD UNDERSTANDING OF THE AGING PROCESS AND THE COMPLEXITY OF AN AUTOMOBILE, AS ANY VEHICLE OF THAT AGE WITH SIGNIFICANT MILEAGE WILL EXPERIENCE MULTIPLE PROBLEMS AT SOME POINT.
  
  I appreciate that the manager denies discrimination, and I respect the family-owned dealership's long-standing reputation. However, my experience has been far from satisfactory.
  
  I hope my account clarifies and counterbalances the previous narrative. I look forward to having this situation resolved amicably and appreciate your attention to this matter.
  Note in the comment on the attached file message: 3 months,and I was in contact with you to solve the problem
  
  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,

  Faycal

   

   

  

  Business Response

  Date: 06/19/2025

  Hello,

  We have reviewed Mr. ***Iraqi's claims and will be turning this matter over to our Attorney as Mr. ***Iraqi is now implying that the issues with his ******* mile old vehicle have caused him medical issues and a stroke. Our counsel will reply to Mr. ***Iraqi's claims going forward.

  Thank You,

  Lawless, Inc.

  Customer Answer

  Date: 07/01/2025

  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. I received a letter from the law office of ****** *********, and as she recommended, I sent a direct message to the Lawless manager requesting a full refund, not just for the remanufactured part. 

  
  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,

  Faycal

   

   

• 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,
  
  *********************