ComplaintsforHannah Motor Company

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to lease a ****** Solterra from D*** Hannah ****** in ********************. I qualify for the Washington EV rebate for $9000 over a three year lease. The current cost of a lease at this dealership is about $10,800 over three years. The credit should take $9000 off and be $1800 before taxes and fees. Instead, D*** Hannah calculated the lease to be $8600 over three years. They initially refused to send the paperwork, saying they were afraid Id price match somewhere else, but after I left them a negative review I got to look at it. The dealership removed dealership discounts when they were aware I was eligible for the tax credit. In order for the lease numbers to work the cap cost of the vehicle should have been around $37000, but the paperwork had it listed as $43,000. If I had leased the vehicle the dealership would have pocketed the extra 6k of the states money.

  Business response

  09/03/2024

  Please see attached response. Thank you.

  Customer response

  09/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nomad LLC service vehicle, DODGE RAM 3500 was taken to D*** Hannah Service for diagnostics on Feb 5, 2024. After weeks of back and forth with the shop managers telling us they either need a new mechanic because the one that started work on our vehicle left, to them telling us it is : transmission, then BCM, then shifter, then wiring. When we visited the facility to check on the vehicle a couple of times the wiring inside the vehicle was cut, split, and wiring left exposed. ******* was connected. At the questions they responded it is a part of the diagnostics procedure. At the end they found out the vehicle has no warranty and we need new wiring which will cost us 5800$ we decided to pick the vehicle up to perform the repair at other place. When we arrived to tow the vehicle from the facility they presented us 1200$ bill for diagnostics. At the inspection before the towing out of the facility a burnt smell from under the hood lead to discover INTELLIGENT POWER CENTER burned and with a hole in it. There was battery still attached to the vehicle. Managers had no response to what caused the module to burn and therefore why did they cut internal wiring if the problem was some other place. They changed the bill, telling we do not have to pay them nothing and we have to tow the vehicle away otherwise it will be towed. Then manager became avoidant and each time we were going there to check the situation they will blame their actions of avoiding us on our attitude. At this moment vehicle is in their shop all taken apart and at our request to provide us a technician to show where all the parts were taken from they told us they have to pay him to do so so they have no time for us. When we told them we lost 3 months of business because their poor professionalism and poor management they told us they simply don't care about our lost business. At the request for district manager's email we been told they will not give it to us and will give our email to them.

  Business response

  06/28/2024

  
  BBB Northwest 
  **********************************;
  *****, ID ***** 
  
  RE: ******************************;
  Date: 6/26/2024 
  Complaint ID: ******** 
  
  To Whom It May ************************ are writing in response to the complaint filed by ************************* against D*** Hannah Chrysler Jeep Dodge and Ram on June 17th, 2024. We take customer feedback seriously and appreciate the opportunity to address any concerns raised by consumers. 
  
  Upon receipt of the complaint, we immediately initiated an internal investigation to better understand the issue at hand. After a thorough review, we acknowledge the concerns raised by the consumer and deeply regret any inconvenience experienced as a result. 
  
  Mr. ****** presented his Ram Promaster to D*** Hannah CJDR service center due to a no-start issue and keys being stuck in the ignition. He exhibited considerable hostility and a lack of patience towards the staff at D*** Hannah, insisting that the repairs be conducted immediately and covered under warranty, citing the vehicle's low mileage of approximately ****** miles. 
  
  Our technicians invested over 30 hours in diagnostic procedures, including the removal of all interior trim pieces and comprehensive testing of the vehicle's wiring. The investigation revealed that the vehicle had previously been involved in a severe collision, resulting in a total loss. Subsequently, the vehicle had been reconstructed using used parts before being brought to our D*** Hannah Service Center. 
  
  During the diagnostic process, which included the involvement of a Field Engineer from the manufacturer, it was necessary to expose wires to facilitate access for the testing of live circuits. Also, directed by the manufacturers Field Engineer, we replaced three computer modules as part of the evaluation. 
  
  We informed Mr. ****** about the comprehensive diagnostics being performed on his vehicle and explained that his issue was unprecedented for both our team and the manufacturer. We assured him that we were working diligently to resolve the issue. Despite this, Mr. ****** started to berate our staff and demanded compensation for the inconvenience caused by the lack of use of his vehicle. 
  
  Upon discovering the prior, undisclosed accident, we notified Mr. ****** that the repairs could no longer be covered under warranty due to the vehicle's previous severe collision and subsequent reconstruction which resulted in his warranty being restricted by the manufacturer. Mr. ****** chose not to proceed with any further repairs. He informed us that he would be towing his vehicle out and requested that we not reassemble it, as he intended to perform the repairs himself. 
  
  Mr. ****** returned to the dealership, exhibiting hostility, calling the staff idiots, and demanding that the technician detail all the parts that had been removed for testing and explain where each s**** came from. We reiterated our offer to reassemble the vehicle, but we also made it clear that we could not assist him if he continued to be hostile to our staff. Despite this, Mr. ******** hostile behavior persisted and even worsened, to the point of us being ready to call the police. This led us to inform Mr. ****** that he needed to tow his vehicle out and that he would not be charged for the time or parts we had invested in diagnosing his vehicle. 
  
  Mr. ****** returned once more, yelling, and demanding that the technician show him how to reassemble his vehicle. At that time, we informed Mr. ****** that we would reassemble his vehicle free of charge and would notify him when it was ready for him to have the vehicle towed. We did so to deescalate the situation. 
  
  While we sympathize with the frustrations caused by being without a vehicle, we are not willing to allow this type of behavior towards our staff. We do not make statements like this lightly, but this behavior was beyond inappropriate.  
  
  Had the fact that this vehicle had been a total loss been disclosed from the beginning, there may have been other options for this repair, such as a subrogation to the insurance etc. As it stands, D*** Hannah Dealership has invested $6900.00 of labor as well as three onboard computer modules and two electrical connectors not to mention an additional $1200.00 to return the vehicle to the original condition prior to our receiving it. We are absorbing all that cost just to move on from this situation. We will notify Mr. ****** when the vehicle is ready to be towed out of our facility. As such, Dick Hannah Chrysler Jeep Dodge Ram considers this matter closed and our only remaining contact with Mr. ****** will be to notify him of his trucks completion and readiness to be removed from our premises.  
  
  Please do not hesitate to contact us if you require any further information or clarification regarding this matter. We are available to address any additional concerns you may have. 
  
  Sincerely, 
  
  ****************;
  Parts and Service Director 
  Dick Hannah Chrysler Jeep Dodge 
  ************************************ 

  Customer response

  07/04/2024

   
  Complaint: 21860682
  
  I am rejecting this response because:
  With their response, D*** Hannah proved one more time they do not care about their clients if it is not in their interest. 
  
  Let us elaborate:
  A vehicle was towed to D*** Hannah service with not starting problem. 
  Citing dealers' response to 1st claim: He exhibited considerable hostility and a lack of patience towards the staff at D*** Hannah, insisting that the repairs be conducted immediately and covered under warranty(Please see attached file 09), citing the vehicle's low mileage of approximately ****** miles. 
  We actually towed the vehicle in dealer's front alley where vehicle remained for the best part of the 1st month at the dealer. Left the key at dealer front desk(after found it stuck in the key ignition couple of time while visiting for the updates)
  At no point were we insisted on anything beside professionalism.  See attached Files.
  
  After initial diagnostics a series of parts were thrown at the vehicle. 
  Client was informed it is covered by warranty. 
  
  When it was (DISCOVERED) vehicle is not covered by the warranty, service suddenly become uninterested in the process. 
  Client is blamed by dealer to not letting them(dealer) know his vehicle is not covered by warranty.
  Dealer has all the necessary instruments to correctly ***** any vehicle manufacture they represent. 
  
  At no point were dealer employees called pejorative names, but they been asked technical questions at which they had difficulty to respond. How they feel about themselves after not being able to respond to clients technical questions is not in client's power to dictate.
  
  
  Wiring was cut inside the vehicle while a burned Intelligent Module(under hood fuse box) was found . At our humble technical knowledge, there is no need to proceed with interior wiring check when the problem is under the hood. 
  
  All removed moldings were scattered around the vehicle with no screws attached to them, while we are not dictating the shop how to do their job, would have been a tremendous hustle to put them back as there was no logic nor was there order. 
  
  

  All our communication attached 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2007 ****** Highlander on 07/17/23. 10/04, called to get service done due to no heat coming out of vehicle. 10/05, showed up to dealership where I bought vehicle ( which is almost 2 hours away from where I reside). When I showed up I was told that I was schedule at the ****** service center another 2 hours away. 10/15 dropped my vehicle off at my local service center. 10/17, was informed radiator was cracked and needed to be replaced. Called the dealership that I bought it from and had to leave a message... no call back, no response. 10/18 called twice, left messages and no response. 10/20, finally got ahold of **** and was told that if I had brought it to them they would have repaired it at no cost but going to have to talk to ****** about reimbursement. Called the service center and told them to fix it due to needing my vehicle back and dick hannah wanting a cost. 10/22, ****** our sales person called and texted me asking for the repair picture and said that he needed it for **** and reimbursement. 10/30, texted ****** with no response. 10/31, texted ****** again with no response. 11/1, ***************************************** texted me asking for the picture of the repair and stated that they wouldn't pay anything besides the repair cost of $964 but needed to sign a form. 11/6, ****** texted staying he sent the request to corporate to refund into my lender and sent me an email with "supposed" disclaimer. 11/11, sent text to ****** stating that the form isn't the correct form, it's not completely filled out, and there was no way for me to sign. Requesting the correct document to be sent. 11/23, sent a more detailed email to ****** about the text sent on 11/11 requesting a response back by 12/1. 1/12; 2/27; 4/3; 4/4, called 4 times, was told that ****** is with someone and Left messages... no call back. 4/4, called 2 times left messages no response. Requesting $1,600 for the repair, loss of time, value and stress trying to get this handled.

  Business response

  04/10/2024

  BBB Northwest (******, **) 
  ************************************* 2000 
  *****, ** ***** 
  
  RE: ********* Fuller 
  
  Complaint **#: ******** 
  
  To Whom It May *********************** July 15th, 2023, ********* and ********************* made a purchase of a 2007 ****** Highlander from Dick Hannah **** which had ******* miles on it. 

  Subsequently, on November 20th, 2023, **************** contacted Dick Hannah *** regarding an issue with the vehicle's radiator, which was found to be leaking. Despite having driven the vehicle for three months and accumulating over 1000 miles, **************** requested that we cover the repair costs. After a discussion between our Sales Manager and ****************, it was agreed that we would reimburse her for the repair expenses incurred at *********************, totaling $964, as a goodwill gesture. 

  Following this, on April 8, 2024, ***********************, our General Sales Manager, reached out to ********************* to express our regret for the delay in processing the refund. Subsequently, on April 10, 2024, the reimbursement of $964 was expedited to ********* and ********************* via FedEx. 

  We apologize for any inconvenience caused to ********* and ********************* throughout this process. 
  Thank you for your understanding. 

  Sincerely, 
  **********************;
  General Manager 
  Dick Hannah *** 
  ******************************** 

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Located a used Ram pick up for sale at Dick Hannah Dealership. Drove the 40 miles to go see it. **** drove it and was told this vehicle carried the peace of mind warranty. Priced at $30,998, I was told there was no room to negotiate, zero the salesperson said. So We agreed at the full price on the vehicle. Next I asked the salesperson for the rough cost sheet to see what the payment would be an He brought out a single piece of paper with some cost figures on it, one of the charges was for ***** PROTECTION for $499.00 which I told him was not needed since i already had insurance which they already knew. Next He took the paperwork back to what looks like the control room with security entry only. Then He came back to Me and said that HE CANT TAKE THE COST FOR ***** PROTECTON OFF AND AFTER SOME HEATED ARGUEMENT THE FINANCIER CAME OUT TO JOIN IN THE DISCUSSION BACKING UP THE ****SPERSON, GIVING MY FATHER AND I NO REASON OTHER THAN THEY WERE NOT MAKING ENOUGH ON THE ***** THEY ACTUALLY TOLD US THEY COULD NOT MAKE THE **** WITHOUT INCLUDING THE ***** PROTECTION PACKAGE. At that point My Father and I and 2-year Daughter were pretty worn out and decided to move forward again with the purchase including the $499.00 theft protection. Into the financier's office We go filling out the paperwork. My father brought up a question about the warranty and the fellow said oh no, this truck is ***-CAR and only gets a 30-day warranty. He then called the salesperson to His office to tell him that this is ***_CAR and He responded oh followed by hey I filled your gas tank. I went ahead and purchased a Approximately $3000.00 3-year warranty from them and completed the purchase. I never imagined that you can be willing to pay asking price and refused the sale unless additional cost are added. I am a single parent and really find it hard to squeeze car shopping into My life. Based on My father's experience with Dick Hannah He never expected this, He thought they were a cut above the others

  Business response

  04/03/2023

  RE:*******************
  
  Complaint ID#: ********
  
  
  To Whom It May ******************* 2019 Dodge Ram that ************** purchased from us on 1/15/2023 had a retail book value of $31,164 and was sold for the advertised price of $30,988. Unfortunately,with the current used car market, used cars are hard to find and cost dealers more to obtain so there is often little room to negotiate.
  
  Any aftermarket products, such as theft protection, are optional and our staff is trained to present them as such. We apologize that this was not made clear to **************, but feel it is important to note the signed paperwork does clearly state these products are optional.
  
  The additional service contract ************** purchased for $3,000 is optional and refundable at a prorated rate.
  
  Vehicle theft protection is theft registration that provides up to a $5000 benefit for up to five years in the event the vehicle is stolen and not recovered within 30 days or recovered as a total loss. We will submit for a refund and apply the $499 towards his auto loan.
  
  Sincerely,
  
  *************************
  General Manager
  Dick Hannah Honda
  **************

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August we bought a ******************** Kona N has steering issues which causes a violent reaction to auto when turning. The steering jerks in your hand and the front wheel appears to bind up and lock and release during turn. We took the car in numerous times and discussed the issue with numerous Dick Hannah employees from GMs to Service techs who informed ** that ******* stated the car was designed that way and they would not fix issue. We were told not to turn the car so hard but issue happens when backing out of driveway or parking spots and worse when roads are wet. After months of frustration we traded car in but we lost monies on trade, theft protection registration, appearance package and extended warranty. We are looking for some resolution and compensation for money lost. We have been informed they will give us money back for warranty after deduction but not for others.

  Business response

  03/09/2023

  We appreciate your business at our dealership.  Unfortunately, the concern you had regarding the steering and suspension on the ******* Kona N is a characteristic of the design and performance of the vehicle as determined by *******.  As you are aware, we contacted ******* about your concern and they indicated the vehicle is operating within factory guidelines. 
  
  I am sorry that you decided to trade the vehicle in at another dealership for a lesser amount than what was offered you to trade in at Dick Hannah.  While I am not responsible for the money you lost, I am refunding you for the service contract less the time that you had the vehicle per the contractual agreement($3,472,58).  The Appearance Protection ($795) and Vehicle Theft Registration ($499) are both non-cancellable products.  However, as a goodwill gesture, I am going to refund you the money you paid for both products.  The total refund for those two products will be $1,294.00. 
  
  Regards,
  
  *************************

  General Manager

  Dick Hannah *******************

  Customer response

  03/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used 2019 Ram **** 4x4 from Dick Hannah **************** in ********* ********** on November 10th 2022. The first time I used 4wd on the vehicle I noticed a loud clicking sound from the front end. I dropped it off at their service center on December 6th within my 30 day dealer warranty and it turned out to be my front driveline. they replaced my driveline on December 9th but when I picked up my vehicle they said I was unable to use 4wd because of the lift on my truck and that they needed to have further work done to my vehicle. I have been sent to a 4 wheel parts place twice trying to get this resolved but Dick Hannah has been way less than helpful taking care of me. I'm exhausted from all of the back and forth and I just want a resolution. I bought the truck from them already lifted and it had this warranty so I just want them to send me somewhere to get it fixed. ****** is almost over and I've had to rely on 2wd to get me through the ice and snow. I'm really hoping that someone from BBB can help me get results, I'm burnt out on these guys at Dick Hannah. I have all of my text correspondence with Dick Hannah showing the lack of contact from them as well as how often I've had to reach out to them. They have the quote from 4 wheel parts in ****** to fix my truck, I will attach that document.

  Business response

  02/28/2023

  ***************************
  410 ***********
  *********, ** 98664
  Daytime Phone: **************
  E-mail: ********************
  
  
  
  Thank you for the opportunity to respond to the complaint filed by *************************** to your office.
  We have reached out to ****************** and the company that installed the lift on his Ram ****. The Lift company has agreed to correct the lift issue on ******************** vehicle at no charge to him with an upgraded version of the failed part. I have informed ****************** that they are waiting on the upgraded parts to repair his vehicle and will reach back out to him once they have arrived.
  
  
  Sincerely,
  ***************
  Part /Service Director
  Dick Hannah ***********************
  ************
  ********************************
  

  Customer response

  02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,

  
  ***************************

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Dick Hannah in April of 2020, this vehicle's bumper was being held on my zip ties, but I digress. I purchased an extended warranty and GAP Insurance. I sold this vehicle two months ago and contacted Dick Hannah to see if I was owed any money towards those additional purchases. I have made several attempts to contact them and have been given the run around. I finally got a salesperson over text who told me I needed to come into the showroom, but I do not live in the state the car was purchased. It would be a 5 hour, one way drive to visit the showroom. I asked him if there was another way, and he said the finance manager would call me. About a week later I received an email from that same salesperson asking if I wanted to buy a car, i said "No, but I am still waiting for a call from the finance manager." This just seems incredibly stupid over what is likely only a couple hundred bucks, if anything at all. I have all of the documents from the sale of my vehicle.

  Business response

  05/27/2022

  BBB
  PO Box 140015
  Boise, ID 83714
  
  May 27, 2022
  Complaint ID ********
  
  To Whom It May Concern:
  
  ******* ****** reached out earlier this month to the sales department to inquire about any possible cancellations on a vehicle that she had recently sold. We apologize that this request was not handled in a timely fashion. We reached out to her directly once it was brought to our attention and handled the issue by providing her with a cancellation quote and the proper form that needed to be signed in order to process the cancellation. We have confirmed that she received the paperwork and will move forward with processing her cancellation once received.
  
  Regards,
  
  Myke B****
  General Manager
  Dick Hannah Toyota
  

  Customer response

  06/02/2022

  Hello, 

   

  I filed a complaint and the business has responded and taken action. I am not seeing where I can offer resolution and update my complaint. Can someone provide direction on this. Thanks! 

  Customer response

  10/11/2022

  The business did reach out to me at first and did provide me with paperwork to start the process of getting my refund. I spoke with a gentleman named ***** and told him that the date on the paper was wrong and asked him to change it, he said he'd get right back to me with an updated form. A week went by I emailed him again and asked for it, he apologized and said he'd be right over. Now it's been several months, I've emailed several times, and I've not heard back from anybody. The business asked me to remove my comments on the BBB site and then promise they take care of it, which they didn't. 

  Business response

  10/25/2022

  Thank you for the opportunity to respond to this complaint.  Having sent the cancellation form to **************** to sign, and now received it back, we have back dated ******************** cancellation request and the check will go out in the mail to her today.  Again, we apologize for the confusion and delay as we lost track of her request and have now addressed internally.  She should be seeing the refund very soon.

   

  Regards,

   

  *******************

  General Manager

  Dick Hannah Toyota

   

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into to Dick Hannah ***** dealership on April 4th for a regular maintenance Oil change. It is for a **** ***** Pilot. I dont drive this car regularly and sits a lot of the time. When I left the dealership on the 4th after my oil change, I felt like my car was shaking and vibrating a lot. I didnt think much of it at the time but it was definitely feeling off. Again because I dont drive it often, I just let it sit there. Fast forward to Friday April 22nd, that morning I see that a large amount of Oil has dumped onto the street. On Saturday April 23rd I called the dealership to report that this could be there mistake but I wasnt sure and ******* who was really nice at the time said, we can get it towed as early as this afternoon and see what the issue is. I said great, he had it towed on Saturday April 23rd. Well they told me that it was not there doings and it will cost roughly 1100$ to fix it. I said no thanks, lets just get the car back to my driveway and Ill figure something out. They said they will not able to tow the car back and I would pay out of my own expense to get it towed. I said ok sure, so I called a towing company I found on ******* and he went to the dealership. (By then the service department is closed) and he notified me that the entire car is in pieces and taken apart. They have not put it back together and he said honestly he wont charge me for driving over there and doesnt think its fair for them to leave it like that. So now they wont put my car back together and insist I spend money and have it all serviced there.

  Business response

  05/02/2022

  
  BBB Northwest (******, **)
  ****************************************************
  
  RE:***************************
  
  Complaint **#: ********
  
  
  To Whom It May ***************************** came to us for his first service visit for an oil change. During the visit we noted that his vehicle needed the transmission cooler line replaced.************** declined the service and drove his **** Pilot home.
  
  When ************** called on April 23rd, we had his vehicle towed to the dealership so that we could inspect it for him. We found that his transmission cooler line broke from the radiator.
  
  At no time did we have or need to have Mr. ****** vehicle in pieces. When the tow company he sent to pick up his vehicle arrived, the vehicle they photographed is a 2011 ***** Pilot parked next to Mr. ****** **** ***** Pilot. A misunderstanding by the tow company.
  
  We have since spoken with ************** and offered to cover the expense to tow his vehicle back to his house or to help him with selling his vehicle to the dealership if he preferred. In the end, ************** chose to sell his vehicle to the dealership as is.
  
  
  Sincerely,
  
  *************************
  General Manager
  Dick Hannah *****
  **************
  
  

*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. ↩