Complaints

This profile includes complaints for Jay Hatfield Motorsports's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jay Hatfield Motorsports

  1025 N Highway 69 Frontenac, KS 66763

• 

  Jay Hatfield Motorsports

  11212 E Kellogg Dr Wichita, KS 67207-1925

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:04/12/2025

  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.

  The business commented to no communication we took our car to them 3/29-3/30/2025 was called back on 4/1/25 to be informed we’d need a new transmission and that they’d stay in contact with any updates so we’ve them order it, a couple of days go by and my wife calls just to check up on the car and was told “the transmission would be there that day or tomorrow at the latest”. Another couples days pass by and my wife calls again just to check progress to be informed that the “transmission has been delivered but it’s now mia” so I went into there personally for the service manager to say they don’t need to stay in contact with the customer, when asked about how a transmission gets delivered but now it’s missing his response was that they never actually received it, so why didn’t he call us the day before when he found out to communicate that with us simply could’ve said “hey we ordered the transmission but now it appears to be lost would you like us to order another one or?” But no instead we had to call them to find out that news in the 10 days our car has been there they haven’t called us one and every time we call them we get some beat around the bush story, and when I tried to explain that to the service manager which yes (I was mad) and asked him for the paperwork on the transmission he then proceeded to go back and grab my paperwork and keys and tried to deny me service and said they’d send back the other transmission they had to reorder…. I’m at a loss and don’t know what to do anymore now mind you we haven’t even paid them yet they said they’d order it it’s take 3/4 days to receive the transmission and 1 to put it back in, I just wanna get to the bottom of this as I feel not communicating something like that should be alarming

  Business Response

  Date: 04/14/2025

  -Customer brought vehicle in 4/1 for diagnostic.
  -Diagnosed 4/2 as transmission failure.  
  -Transmission was approved and ordered 4/2 with an ETA 3-4 business days.  We advised the customer we would call him once transmission arrived.
  -Transmission late.  Customer called in today with an update.  We advised customer transmission had not arrived and would follow up.  
  -Parts called Orielly's transmission shows delivered here, but part not physically here.  
  -JH parts cancelled Orielly's order and opted to quick ship one from Chrysler.  
  Customer wife was updated with this information.  Customer requested loaner considering circumstances.  **** agreed and delivered loaner to customer location 4/11.
  -Husband ******** came up here today irate wanting to know how we lost the transmission.  We advised customer we did not physically lose it the supplier did, but other arrangements have been made to repair vehicle.  ****** erratic in the show room.  **** advised we would keep him updated.
  ***** contacted customer to address his concerns.  Customer threatened law suit, explicit language, ect.  I advised customer it would probably be best if he picked up the vehicle and work with a different shop.  
  -He stated he would return the loaner tomorrow and pick up vehicle.  
  
  -I'm all about helping people with their repair needs, but the way in which he communicated with the staff and myself is unacceptable.  Asking for phone call records, dropping F word every few seconds, and threatening legal action was enough for us to cancel the transmission order.
  
  ***Loaner car delivered, but no proof of insurance.  That's why he is more angry.  They don't have car insurance which means we could not provide a loaner.***
  
  

  Customer Answer

  Date: 04/15/2025

  We got keys so we can take it to another shop for a second opinion itheyre aware of the situation and will document everything for me while doing the work if it turns out that my clutch is not broken or damaged and just needs a sensor I’ll update they’ll take pics of all work and I’ll keep you guys updated I also contacted the FTC as well

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair 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 TOOK MY ***************** IN FOR THE FIRST SERVICE AND PAYED ALMOST *** DOLLARS FOR THE SERVICE WHEN I GOT IT HOME THERE WAS A SMALL OIL LEAK AND UPON FURTHER INSPECTION I FOUND THAT THE REPAIRS I PAID FOR DID NOT SEEM TO HAVE BEEN DONE THE COMPANY CAME AND PICKED IT UP AND INSPECTED IT AND SAID THAT THEY WERE SORRY BUT THE REPAIRS WERE NOT PERFORMANED SO NOW IM ASKING FOR MY MONEY BACK AS I DONT TRUST THERE DEALERSHIP AND ALL THEY ARE WANTING TO DO IS GIVE ME FUTURE CREDIT FOR ADDITIONAL REPAIRS
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Contact Name and Title: Trey ******, GM
  Contact Phone: ************
  Contact Email: ********************
  We spoke with the customer yesterday, the same day he apparently filed this complaint. We agreed the work was not completed to his satisfaction and agreed to refund his money for the full amount. We called and got his information on 8/17/2022 in the morning and credited the full amount back to his credit card. The refund processing for through the credit card company can take up to a week, however the amount has been refunded as the customer and complaint requests. Between the time Mr. **** asked for a refund and we granted that request was several hours but it was resolved in a timely manor and to Mr. ***** satisfaction we believe.
  
  
  Consumer Response /* (2000, 7, 2022/08/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair 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.

  We had engine failure on our 2017 *******************. They refuse to help us even though we had purchased an extended warranty, based on the financial department claiming the warranty would cover "everything." The service department quoted us $**** for a new engine and clutch. The store manager called my wife a liar regarding service work. Then when receipts were brought up back up our service records, he told her "the service was done wrong then"
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/25) */
  This customer purchased a used ********** from us on 6/26/21. It was serviced and checked out by the shop before they took delivery. We sold them the extended warranty at a discounted price. It was quoted as a bumper to bumper warranty. The customer had the machine a year. It was never brought into our shop again for any maintenance or repairs during that time. The machine was then brought into service for smoking and not running correctly. They engine was full of dirt from not ever changing the air filter or keeping up with maintenance on the machine. Dale and I both have tried to explain that the warranty would not cover the engine because they did not service it correctly. Dale nor I have ever called them liars. We have tried multiple times to explain that warranty does not cover "everything" if the machine is not properly maintained. They requested to cancel the extended warranty on 7/19/22 and we completed that immediately. We told her that they would receive a refund check within the next 30 days.
  
  
  Consumer Response /* (3000, 7, 2022/07/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The majority of what they stated is NOT correct. The machine, which is a 1000cc, not 900. Was in fact maintained. THEY also did service work to it including wheel bearings. I also purchased an service kit from THEIR parts department shortly after buying the machine. During a conversation my wife had with the service manager he specifically stated that he could "tweak" the findings from tearing the engine down, so that we could turn in a claim to our insurance company. That to me suggests insurance fraud which is something I am not willing to commit. They did not say we would receive a "full refund" from the warranty. They said it would be approximately $*** which is half of the price of the warranty. The machine DID get serviced, more than once in fact, and I explained that to them. However, since THEIR service department didn't perform the work, they insist it never happened. As if they are the ONLY people that can service the machine. Their failure to even offer a solution that's not $**** is unfortunate. The place is a **** and every consumer out there needs to be aware so others aren't taken advantage of. When I picked the machine up, I didn't make it 5 miles down the road before the entire roof flew off. The first trip down the road with it, there were noises coming from the front end. That noise turned out to be loose lug nuts. I sent a text message to the salesman regarding BOTH issues. The roof was replaced but I had to install it myself. The lug nut situation was fortunately caught before the wheel came all the way off. For them to say their service department checked EVERYTHING is clearly inaccurate. Makes you wonder if their service department looked any of it over at all. I am not satisfied for multiple reasons. I spent over ****************** dollars on a machine that didn't last but approximately 1000 miles, and just 1 years time?That's absurd. I WILL be hiring an attorney if these issues aren't addressed and resolved. There was never even any alternative solutions offered. It was simply "warranty denied the claim and it's going to cost $**** to fix". I've been lied to and cheated on this machine and that is NOT how a business should operate.