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:10/28/2024

  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.

  no contract was ever finalized. I put a down payment on a vehicle. My cosigner fell through. They didn't want to let me get it independently nor did they want to let me transfer to a cheaper vehicle that I could get independently , they took me to the financing room towards the back of the building and yelled and cussed at me and accused me of joy riding and told me that he’s could’ve gotten me arrested for vehicle theft even though I was given the keys and permission to take it home ? and now they are trying to keep my $1000 down payment
  They refuse to answer any phone calls or text messages

  Business Response

  Date: 11/15/2024

  We are writing to address the complain lodged by ****** ***** concerning issues related to his down payment. Rod Hatfield Used Car Factory received fraudulent information from *** ***** regarding his co-signer. The co-signer in question was *** *****' girlfriend. Approval was granted based on her co-signature. *** ***** informed us that she was unable to come in to sign that night due to work commitments and her pregnancy. To accommodate this situation, we proceeded with the banks allowance for DocuSign, however, the co-signer did not fulfill her obligation, and *** ***** knowingly drove the vehicle for three days before contacting us. During this period, our finance manager and sales representative made multiple attempts to reach *** *****, including visiting his residence. After three days without contact, we were prepared to report the vehicle as stolen. *** ***** eventually returned, intending to have his grandmother co-sign. Despite securing bank approval, *** *****' grandmother needed to sign the same day. Upon this requirement, *** ***** abruptly exited the showroom without further communication. Subsequent efforts to contact *** ***** regarding the down payment were unsuccessful. Instead of engaging with us, *** ***** has posted negative reviews and issued threats, despite our efforts to resolve the situation.

  Customer Answer

  Date: 11/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  for when you gave me a faulty car that you all had to come and get from my friends house because it broke down and oil was everywhere

  Secondly, when I came and talk to you guys the last time in person I asked to switch to a different car that was not the jeep because I couldn’t get the cosigner approved by myself, and you all were trying to write up the paperwork like she was getting the car and I was a cosigner, which was not true. She would never step foot in there. You all gave me a faulty car that she didn’t want to buy and refused to give me a different car and refused to give me my money back and the paperwork that you all got me to sign I refused to give me that as well you took me in the back room you yelled and cussed at me threaten me with jail because you said I was joy riding. of course I’m gonna write bad reviews about you. Who wouldn’t   you are robbing me.
  don’t forget We tried to get my grandmother to be cosigner. She’s got paperwork to prove that you guys ran her information.

  we NEVER finalized a contract ever  

  therefor I want my money back 

  The car was listed for 18000k on ur website but you were gonna charge me $25000 ???? You’re a scam artist I want my money back or I’ll see you in court. You think I’m just gonna walk away from my money ? Absolutely not you’re a thief 

  where are my copies of the paperwork you got me to blindly sign ? 
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 11/29/2024

  Better Business Bureau:

  
  

  I would like to reject the offer of Mediation for complaint ID *********

  I have zero issue taking this to court lol Im honestly not even sure what the point of the dealerships response was ? My girlfriend is more than happy to attest that I never fraudulently used anyone’s information. You  are also lying about me not communicating with you all during the time I had the vehicle so not sure what is up with that. You literally printed the screenshots out and mailed them ??? Hahaha so this would be a cake walk in court are you kidding me. I’m not obligated to do business with you. I don’t have your car therefore give me my money. You have no reason to keep it?

  Surely you aren’t this egotistical Just give me MY money back and I will stop. You’re a serious fool if you expect me to walk away from it. At this point I may sue for defamation of character & the financial hardship this situation has put me in for ZERO reason so 

  
  

  Regards,

  
  

  ****** *****

• Initial Complaint

  Date:07/26/2024

  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.

  I bought a used vehicle from this dealership. I was told that the vehicle had 20000 miles of the factory warranty left. That was the selling point on the vehicle. I had some issues with said vehicle and took it to a Mitsubishi dealer to be serviced. That dealer notified me that the factory warranty does not transfer to the 2nd owner. Rod hatfield is not honoring what they sold me and I am upset about it and without a vehicle as the service dept won't release the vehicle without payment of 128 and change. Round up to 130 just to make sure the change is covered.

  Business Response

  Date: 08/15/2024

  Customer came in and purchased a 2018 Mitsubishi Eclipse from Rod
  Hatfield Used Car Factory. All our vehicles are sold as-is. Every customer is
  offered a Vehicle Service Contract to protect their vehicle. The customer was
  offered a Vehicle Service Contract and chose to decline. Anything that was told
  or promised to the customer would have been stated on our We Owe and signed by
  both the manager and customer. We dealt with the customer for 5 or 6 hours on
  the day of the event and called *** ******** *********** where the car was in
  service at, for details on what was going on. The customer also stated that the
  vehicle was never released, but it was, and the customer brought it over here
  to try and return the vehicle. He left it here overnight and the next day the
  customer called and apologized to us for the way he acted while in the
  dealership and picked up his vehicle, so not sure why we are going through
  this. Supporting documentation is provided below.

  Customer Answer

  Date: 08/16/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I declined the purchase of a 36k mile warranty because I was led to believe that the vehicle was under the manufacturer warranty until the vehicle reached the 100,000 mile mark. Now I am out of pocket money because of this. 

  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:01/22/2024

  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.

  I bought a Kia Niro Touring in october of 2023. in december. the car begain to smoke and and the engine light came on. i took it to Rod hatfield used car factory in nicholasville. was told they can't work on it due to it being a hybrid and high voltage. i was advised to take it to kia. the antifreeze/coolant was empty. i requested they fill it. i took it to cartown kia in nicholasville and as advised they couldn't get to it for, i beleive it was a month out. i took it to meineke. they said it was a heat exchange. costing about 4k to repair. the warranty i was sold covers the hybrid system but not that part too the hybrid system. i did take it for a 2nd opinion. they diagnosed it wish a blown head gasket. the warranty they sold me will not cover any of these issues. upon investigating. i when i was sold the warranty, i was told if i broke down to have it towed to rod hatfield used car factory and not to have it towed to kia. when i looked at my warranty. and rod hatfield knew i am a rideshare driver and failed to advise me that my coverage of warranty would be void according to contract wording. that warranty was put on my monthly payments. that warranty cost is $2500. so i was sold knowingly by rod hatfield used car factory that this warranty was basically void at time of purchase. and now i have an 18k note on a car that i can't get fixed.

  Business Response

  Date: 02/16/2024

  Sales manager at Rod Hatfield UCF spoke with customer on 02/16/2024 and informed customer before he cancels his service agreement that he should bring it to our store and we will do a free one time Diag. to see what his problem is and we will call his service agreement company and let them know what we find.

• Initial Complaint

  Date:10/04/2023

  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.

  We purchased a 2016 F-150 from Rod Hatfields on 9/14/23. They were replacing the alternator so I was unable to test drive the vehicle. I had asked if there were any known issues. They said there was not. We completed purchase paperwork and I left with the truck. Upon leaving I heard noise from the sunroof. I returned to the dealership and asked them about it and they stated there were parts on order to fix the sunroof. They said it would be about 3 weeks. It has now been 3 weeks. I called to follow up and have been unable to speak to the General Manager. I was then told that it would be months before the parts came in which is unacceptable. I was told he would call me back within 30 minutes. 3 hours go by and no call back. I called again and was told he was busy. This is unacceptable customer service. Not informing me of the known issue prior to purchase and not answering calls or trying to rectify this issue in a timely manner is not good customer service and an unacceptable way to run a business. I am very displeased at this point. I just want the sunroof fixed like they said they would do in a timely manner (which should have already happened).

  Business Response

  Date: 10/14/2023

  In regard to **** *****

  Rod Hatfield Used Care Factory is in the process of repairing the sunroof. Prior to Mr. ***** purchasing the F-150 we took the truck to a third-party repair facility due to the electronics on the truck. The repair facility said it will take a few months to get the sunroof fixed due shortage of parts. We informed Mr. ***** prior to purchasing the truck that it's going to be a few months before it will be repaired. 

  Since Mr. ***** submitted this complaint, he has brought the truck to Rod Hatfield service department, and we are going to send it somewhere else or fix it in house.

  I have spoken to ****, and we are both in agreement. 

  Thanks

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

• Initial Complaint

  Date:07/20/2023

  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.

  may 8th finish purcasing the 2010 chevy equinox ltz could not drive it after that it was undrivable the cooling fans were out said a/c worked good a lie blowing hot air listing said they do 117 pt inspection check on all vehiles that are bein sold well they missed this one

  Business Response

  Date: 08/14/2023

  In regards to **** *******
  
  ** ******* and spouse came into Rod Hatfield Used Car Factory looking for a vehicle they can purchase with cash. They drove a few vehicles and decided on a 2010 Chevrolet Equinox with roughly 189,000 miles. ** ******* decided to leave and look at some other vehicles around town. After a few days on May 8th 2023 Mr. Soroken return to Rod Hatfield Used Car Factory wanting to purchase the 2010 Chevrolet Equinox. We agreed to numbers and ** ******* bought the vehicle.  
  Rod Hatfield UCF does a safety inspection on all older vehicles exceedingly over 100,000 miles. The Equinox **** purchased was sold AS IS. Rod Hatfield performed a safety inspection which included making sure the vehicle stops correctly and the steering components work properly. We offer these vehicles at a discounted price.
  Attached are the supporting documents that Rod Hatfield informed ** **** ******* the vehicle was sold AS IS and that Rod Hatfield isn't responsible for any repairs after purchase.

  We offered to fix ****s vehicle at a discounted rate thru our service center and we also told **** that we offereded trade him out of the Equinox into a different vehicle

• Initial Complaint

  Date:11/16/2022

  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.

  On October 9th of 2022, I took delivery of a 2013 Subaru Impreza WRX, that was shipped from Rod Hatfield Used Car Factory in Lexington Kentucky. The car was sold to me in agreement that it was in "immaculate" condition, had very light modification, and "there are no ECU flashes on the car whatsoever." -- I purchased an extended warranty for this vehicle for 5 years under the premise that there would be no ECU tuning, and the vehicle would be covered for any mechanical failures. I spoke with Mike and John, and they made it very clear to me via text messages and phone calls that it would be covered by the warranty, and if something wasn't, or anything went wrong within 60 days, they would "take care of it for me."
  
  Sometime about two weeks ago I went and got the vehicle inspected at an independent shop, who notated that the car had heavy modification's to the fuel system, as well as an ECU flash, meaning that the shop, as well as any dealer around could not cover any mechanical failure on the vehicle, and that my warranty was essentially useless. I submitted paperwork three weeks ago to get the warranty refunded as per the contract terms. Not only have I had no contact about said warranty but I still have not received money back on the principal of the vehicle loan.
  
  On November 8th, after filling up the car at a gas station, the car developed a serious motor knock. I have spoken with several professionals, and they are all in agreement that the car needs an entire new shortblock, as well as oiling system. A certified mechanic is quoting $5,500 for repair. When I reached out to the dealership, they redirected me to service who told me they couldn't help me, and I would need to reach out to sales. Sales and their management team have given me the run around and will not help me despite what they said. They sold me a warranty that I can not use, sold me the vehicle as "non-tuned" and refuse to assist me in any way. I am taking legal action, seeking money for repairs.

  Business Response

  Date: 12/28/2022

  Please close this case # ******** as this customer and this case has been resolved and he says he has also sent you an email to close this case

   

   **** *****

   Fixed Director
   Rod Hatfield Chevrolet

   ************
   **** ************

  Business Response

  Date: 12/28/2022

  Please close this case # ******** as this customer and this case has been resolved and he says he has also sent you an email to close this case

   

   **** *****

   Fixed Director
   Rod Hatfield Chevrolet

   ************
   **** ************