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:04/15/2025

  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 bought a truck from Jay Hatfield at the end of February, I paid full cash and bought the truck outright. There are a few issues with the truck but overall it’s a good truck. It’s been almost 2 months and I have yet to receive the title for the truck. They state they are waiting for a lien release from the bank and every time I call them they say they are getting it that week and will overnight it to me. I call almost once a week and they say the same thing. My temporary tags expire in a week and I cannot register or tag the truck since I do not have the title. It’s been frustrating and a big hassle and I’m going to have late fees due it being more than 30 days since I purchased my truck and have not yet registered or tagged it. The last 2 vehicles I’ve bought from dealerships I’ve gotten the title within a week or 2 and with this truck it’s been almost 2 months

  Business Response

  Date: 04/23/2025

  The county messed
  up on the lien release, so it had to be resent 4/21. It will take about 1-2
  weeks to receive the title. ****** *. spoke with *** ****** yesterday and updated him
  about the situation.

• Initial Complaint

  Date:10/05/2024

  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.

  We purchased a used vehicle with a 30 day/1000 warranty. The vehicle has obvious transmission issues. Jay Hatfield tells us they sent this vehicle
  To ******* in joplin, where they were told “that is the nature of these transmissions.” The transmission is obviously leading toward failure. You can feel it almost every time it shifts low gears.

  Business Response

  Date: 10/11/2024

  Ashley, 
  
  We did send this vehicle to the ******* dealership and the transmission is still in working condition. Yes, you are correct, they also told us "that is the nature of these transmissions."  We cannot send a vehicle to the manufacturer to fix something that is not broken.
  
  Please see the attached declination of any extended warranties offered, and the limited warranty you agreed to at the time of purchase. This states we will pay 10% of parts and labor for the covered systems that fail within 30 days or 1,000 miles. However, the transmission has not failed. 
  
  We would like to come to an agreement with you, but we believe replacing a transmission that is not broken is not the appropriate solution.

• Initial Complaint

  Date:08/19/2022

  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 were contacted by Billy ******* about tranding in our 2020 Dodge *******. He called us and told us that they dont make as many chips for the dodge anymore. So if a chip went out in the dodge we would be so. So we were mislead to believe that if the chip went out in the dodge we would be out a vehicle. We bought a 2018 Chrystal ******* from Jay Hatfield. Within a week the check engine light was on. Had to take it to the shop. The next month one motor mount was broken. It ended up being in the shop for 2 months because they replaced one motor mount at a time and had to wait for the parts each time to come in. We got the van back at the end of July. Two weeks later it is back in the shop. Some problems were not covered under warranty. Billy told us we could trade in our Dodge for another vehicle. He did our credit score and was told after work to come up and finish the paperwork. We went up and he told us that the payments would **** a month. I was mad. So we took our loaner and left. The next day Billy messaged me *********** and told me he didn't like my review I left ***********. He also told me he needed the loaner back asap. I went and talked to the sales manager because I was mad. He explained the loaner Billy gave us was already sold. So we got another loaner and was told that we could use it until our van got out of the shop. Two days later we get a phone call that we needed to bring that loaner back and got another one. I will not deal with Billy anymore. I am paying out of pocket *** to get my van out of the shop and hopefully fixed.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Contact Name and Title: John ******** GM
  Contact Phone: **********
  Contact Email: ********************
  While we understand Ms. ************ frustration, all of her repairs to date were covered under a 6 month, 6000 mile comprehensive limited warranty that is provided by our company at the time of purchase at no additional charge. Further, she has been provided with a loaner vehicle at no charge to make up for the inconvenience of having to wait on parts from the factory, a common problem with current supply chain issues plaguing our industry.
  The parts and repair Ms. ********** authorized for a $*** fee are exhaust isolators, and unfortunately are not covered under the terms of the warranty coverage, nor are they a safety or performance concern. Additionally, the parts have not arrived at the dealership yet.
  We are willing cancel the repair and return her van, or continue to provide a loaner vehicle until the parts arrive even though her van is perfectly safe and drivable.
  Please let me know if we can be of further assistance.
  
  
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes I have a loaner car and I have to trade almost 2 days. I also was told that it would be made up to me some how of the inconvenience of having to trade the loaner so much. I have learned my lesson and not to buy any vehicle from Billy again. I made sure friends and family know the situation. That I am paying for a van that has been in the shop more than I have had it the past 5 almost 6 months. ************************* I don't need to be worrying ever month if the car is going to need to be in the shop or if something else is going to go wrong while I am driving it.
  
  
  Business Response /* (4000, 9, 2022/08/26) */
  At this point, we can offer $*** off the repair that Ms. ********** initially approved and continue to let her have a free loaner vehicle. the repair cost will be $*** instead of $***.
  
  All of our vehicles are for sale, and occasionally we have to switch loaner vehicles because someone wants to purchase a specific unit.
  
  Again, we are in unprecedented times with supply chain issues, parts shortages and shipping delays which are out of our control.
  
  Or, as we stated earlier, we can cancel the repair altogether.
  I hope this helps the matter.
  
  
  Consumer Response /* (***0, 11, 2022/08/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes I agreed to the *** because after Billy lied to me about trading the van in. He told me that was my only other option to defer payment and get the van fixed. I ************************* would not feel comfortable driving it while things still need fixed on it. I need a vehicle that's going to be reliable ***************************************.