Complaints

This profile includes complaints for Hickman Chrysler Dodge Jeep's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hickman Chrysler Dodge Jeep

  PO Box 8340 Stn. A St. John's, NL A1B 3N7

• 

  Hickman Chrysler Dodge Jeep

  20 Peet Street St. John's, NL A1B 3N7

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:24/03/2025

  Type:Product 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.

  We bought our truck 2024/29/10 and they sold it to us without saying there was a recall on it dated from 2024/17/10. The app send us notification the day after. They didn’t know if the truck was fixed or not when we call about the recall. They order the new part needed to fix it and we had to bring the truck for an evaluation only for them to tell us that there’s was no recall on it and everything is fine. Which is was false.
  The manager had no trouble telling us that there’s wrong nothing with selling a vehicle with a recall even if not mentioned to the customer before purchase. Which is also extremely wrong. We wouldn’t never bought that truck if they told us at first the truck was recalled already. They refused to do anything about this. Not even a sorry.
  
  During the process a trailer hitch light came up twice.
  
  A unexplained and unsolved check engine light that came up around 2000km on the truck. They don’t know what happened. Can’t explain it.
  
  And the radio/bluetooth system is acting up. Every 5 to 10 minutes, sometimes less, the sound system glitches and cuts the sound for a second or 2. We also had different issue with our sound system. pretty annoying when you just paid 100000$ for a truck. They did so many test. Try to blame it on our cellphones, had made us come back 7 times to try to fix it. No clue what’s going on. They don’t know how to fix it and they don’t want to help us. They are literally playing hot potato with *** ******* We refuse to take the truck back there again if they’re not fixing the issue. There will be no more test on this truck. They should know what to do with it by know. The truck is under warranty and should be repaired upon our request.
  
  Nothing but problems since we bought this beautiful truck. We would like a full replacement due to all the problems we are facing with them since the purchase of our vehicle. It’s been almost 5 months and we had enough now.
  
  We have Videos if needed.
  
  Thank you for your time.
  
  -N*** and M****

  Business Response

  Date: 07/04/2025

  The customers registered a complaint on 2nd of January,2025 which stated that the Bluetooth system on the radio was shutting down intermittently while in operation. After several diagnosis we couldn't duplicate their concerns and we raised a case with ******** ****** technical assist team. ******** ****** instructed our technician to follow some procedures which involves pairing the customers phone to another vehicle to run a configuration report.

  Customer was informed of the progress but refused to come in for the test; ******** ****** was updated and they mentioned the only way to move forward on this is to compare customers phone with another vehicle. We were asked to close the case and reopen it when the vehicle returns with the customers phones.

  All correspondence in this regard are available for viewing. Customer has booked an appointment for the 9th of April; hopefully we can run the configuration report on their arrival.

• Initial Complaint

  Date:25/11/2024

  Type:Product 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.

  In February I called this business in regards to completing an oil pan replacement covered under my warranty. I was assured by the business this was not covered. I completed this at another establishment. When it was confirmed by Chrysler ****** and my warranty that this was covered, I had asked them about this. They said they would send it to their DSM to rectify. They continuously made excuses saying why they could not hire one, or get ahold of them. I brought this dispute to a Chrysler ****** and they said that it would be rectified by the dealer.
  I brought my vehicle yet again to this establishment to do warranty work on my headlamp and parking light. I paid what I was told at the time was the deductible. The next day I received the same error message. I brought it back, they said it was improperly diagnosed and that they would rectify it. They ordered the part, which took over a month and a half to arrive. During this time, Chrysler ****** suggested that I could get it done at a new location. I did without issue and had to repay the deductible. I did this under the understand that J*** ***** ** ******** would cover this as it was their mistake. They are now refusing to reimburse the money as the “payment is closed” they said the only thing they can do is give me a “deal” on my next repair. I have told them I have moved and this is not good enough. This was clearly supposed to be reimbursed and they are now refusing to do so. When I reached out about the oil pan, the service manager had told me he “heard back a while ago” and they refused it but he forgot to let me know. Again, I brought this to another dealership and had no issues. Each time I had brought my vehicle to this dealership, there was multiple issues in how the vehicle was diagnosed, information I received and what I was told I was paying.

  Business Response

  Date: 28/11/2024

  I apologize that this was the experience at the dealership.  I will talk to the parties involved with this communication as to why the refund was not issued and the improper diagnoses.  There are times when we have difficulty getting things approved through our DSM at Chrysler, but there is no reason why the communication didn't happen sooner with the customer.  I have no issue refunding the customer the $115.00.  Please send along the address to which the refund can be sent.  .

• Initial Complaint

  Date:29/08/2023

  Type:Customer Service 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.

  In May 2023 I noticed problems with my 2018 Jeep Compass Trailhawk and made a service appointment. I waited weeks for next available apt and the Jeep was brought to the dealership on June 22, 2023. I received a text advising the wheel bearing and senor would have to be replaced and would take approx. 1 week for the parts to arrive. I spoke to the service department who requested I pick up the jeep saying it was safe to drive. On my drive home I attempted to make a left turn to go into a parking lot just past an intersection and the traction control light came on, the jeep initially came to a stop then a slow bucking motion in the middle of the street which almost caused an accident. I contacted the service dept and was still advised it was safe to drive. I discussed the safety risk and was informed that if "I" do not feel safe that I should not drive it. In my opinion this vehicle was NOT safe to drive. I requested a rental or loaner but was informed there is nothing available and that the part would be in the following week. The following week I contacted and was again told to wait another week. On July 17th I contacted and was informed that the part is on back order. I spoke to a manager and reported that I require a vehicle for my employment as I work in on call emergency services and she assured that I would be placed on a loaner list but informed that she was told the vehicle was safe. I explained the safety concerns I experienced and she recommended that I not drive it if “I” do not feel safe. I requested the date of delivery for part and she informed that it would arrive August 23rd. I contacted the service department August 23rd and was advised that the part is delayed and would be another week or two.
  I am currently since the end of May with no vehicle and the dealership is saying no loaner available. Hickman's is failing to acknowledge the safety concerns and recommending I drive a vehicle that is not safe for myself or to be on the road.

  Business Response

  Date: 06/09/2023

  Hello,

  We have been speaking back and forth with this customer over this period of time.    The part needed for her vehicle is an ABS Sensor that is on back order due to the global shortage of parts.  Every time we expect it the ETA changes.  Her vehicle was deemed safe to drive at the time of the initial appointment.  She did not qualify for a rental, and we promised her one of our own personal loaners once we had one come in.  The problem is our loaners are all out long team and we haven't had one back yet for her.  She is next on our loaner list and will be contacted as soon as that it available to have her vehicle back to our garage.

  Customer Answer

  Date: 07/09/2023

   I am rejecting this response because: I have been told the vehicle was safe to drive; however as mentioned previously in my complaint and brought to the attention of Hickmans multiple times that it is not safe. The vehicle is not running properly and is a safety concern. On the day I received the vehicle back from the garage I attempted to turn into a parking lot after an intersection and the vehicle traction lights came  on and the vehicle stopped and started making a bucking motion on the street with oncoming traffic. This occurs regularly when turning the vehicle. If there is an accident it would be deemed to be my fault and could possibly put myself and others at risk. I am in fact shocked that I have explained this so often and everyone keeps repeating that the vehicle is safe to drive. 

  If there is no loaner available now for over 3 months it should be the responsibility of the company to problem solve in regard to the situation. It should not be the responsibility of the paying customer to have to take the repercussions from the fact that there is a global shortage of a part. I continue to pay on a vehicle bi weekly yet have no access to a vehicle. I am employed as an emergency overnight social worker in the city and require a vehicle for the duration of my shifts to be able to respond to emergency situations. I am currently having to take days off work because my vehicle is not safe to take to such situations.