Complaints

This profile includes complaints for Hennessy Automobile Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hennessy Automobile Companies

  3393 Old Norcross Rd Duluth, GA 30096-5874

  
• 

  Hennessy Automobile Companies

  1505 Mansell Rd Alpharetta, GA 30009-4710

  
• 

  Hennessy Automobile Companies

  990 Mansell Rd Roswell, GA 30076-1506

  
• 

  Hennessy Automobile Companies

  5955 Peachtree Industrial Blvd Atlanta, GA 30341-1630

  
• 

  Hennessy Automobile Companies

  3040 Piedmont Rd NE Atlanta, GA 30305

  

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:06/25/2025

  Type:Delivery 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.

  Ordered and gave deposit for 2025 ******** Escalade on Dec 6, 2024. When we contacted salesman and dealership, we were never given any information or what information we were given it was not true. We were told lies about when the vehicle would be started, the vehicle was never sent to ******** corporate to start build. Now the vehicle is delivered, and it is not what we ordered, and no one will talk to us or tell us the truth.

  

  Business Response

  Date: 06/30/2025

  Mr. ******* placed an order for a vehicle in December. Upon the vehicles arrival, we informed him that we were still awaiting shipment of the ************ Production Option) items from Cadillac.
  
  
  Mr. ******* had assumed that the *** items would arrive already installed on the vehicle from the factory. We clarified on multiple occasions that these items are shipped separately after the vehicle is delivered, and our ******** representative also explained this process to him directly.
  
  
  Despite our efforts to provide clarity and transparency, Mr. ******* remained dissatisfied with the situation. As a result, we made the decision to refund his deposit in full.
  
  
  
  
  
  
  Thank you, 
  
  
  
  
  ***** ******
  General Sales Manager
  Hennessy Cadillac
  **********************
  ****************************************************************************

• Initial Complaint

  Date:06/24/2025

  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.

  Subject: Formal Complaint: Misleading Lease Payoff Terms and Non-Disclosed Third-Party Warranty Hennessy Lexus of Atlanta I am writing to formally submit a complaint regarding two serious and potentially deceptive business practices I experienced through Hennessy Lexus of Atlanta involving a lease and warranty agreement for my 2025 Lexus RX 450h+ (VIN: *****************).1. Lease Payoff Discrepancy and Verbal Misrepresentation When I leased the vehicle on April 30, 2025, I was repeatedly told by the sales representative (**** *******), sales manager (**** ***), and finance representative (******) that there would be no penalty or added fee for early lease payoff. Each time I asked, I was told: No penalty. No extra cost. Based on this, I proceeded with a $30,000 down payment and received a $7,500 rebate.Given these terms, I expected a payoff amount (excluding tax) of approximately $41,000. However, I was shocked to receive a payoff quote of $52,350 before tax, over $11,000 more than anticipated. Had I known of this discrepancy or any rebate reversal, I would have purchased the vehicle outright instead of leasing.I already completed the payoff because continuing the lease would cause additional unexpected costs. I feel strongly that Lexus ****************** and the dealership misled me. I request a full review and clarification of how the payoff was calculated and a reassessment for any improper charges.2. Misrepresentation of Warranty Provider (DOWC)At purchase, I was sold a service contract strongly presented as a Lexus-backed warranty. I later discovered the plan is administered by ****, a third-party company unrelated to Lexus or ******. This was never disclosed during the sale. Had I known, I would not have agreed to the purchase.This is a case of misrepresentation, using the Lexus brand to sell a non-affiliated product. I respectfully ask the BBB to investigate and help ensure fair consumer practices are followed by this dealership.

  

  Business Response

  Date: 06/27/2025

  Guest came into the dealership to lease a vehicle.

  Guest thinks and states everyone at dealership advised him that he is not responsible for his monthly lease payments and only residual payoff which is never the case.

  We presented the guest with both lease and purchase options.
  He chose to lease.
  
  All contracts are signed, and warranty was explained.

  Guest even mentioned they were going to lease at our Lexus of Gwinnett dealership but did not like the color of the vehicle they had available.

  Please review all attached documents.

  Thank You,

  **** ***, New Car Sales Director

• Initial Complaint

  Date:06/11/2025

  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.

  I purchased a new vehicle from Hennessy Lexus of Atlanta. The cashier check I paid with was actually $100 more than the total amount due. The finance person ****** Fucco indicated I would be sent the difference back. It had been a month and have not received the money... I have called left messages as well as emailed with no response. I am due the difference, I should receive the payment.

  

  Business Response

  Date: 06/11/2025

  Please refer to the attached with a copy of the check and the ***** shipping label.

• Initial Complaint

  Date:06/10/2025

  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.

  date of transaction February 15, 2025 The amount of money i paid for the car service was $1,600.00 (see Lexus service invoice attached)The business was committed to diagnose and solve the problem we brought our Lexus RX 450 Hybrid to the Hennessy Lexus of Atlanta on February 13, 2025 because , I called Lexus because the check engine light turned on in my car. The previous day was raining hard, The car was parked outside for the entire day. The following day (February 13, 2025), the check engine light turned on in the morning. There was a leak (wet spot on the left side beam, right in the middle, apparently coming from the windshield). At that time, we thought it was a windshield leak, and I called Lexus. According to Lexus they fixed the problem (please see a complaint email to Lexus). The car never leaked again until last week of May when it was raining hard again. the leak appeared in same spot. At that time, we were convinced Lexus never diagnosed or solved the problem. I brought the car to ******** (the company that installed the windshield). the I brought the car there on 05/28/25. The Safelite technician checked everything (tested the sunroof draining system, removed the beams inside the car on the sunroof and left side until he found a little hole (it looks like an air bubble caused that leaking in the first place). The hole was exactly in the same left side beam where the wet spot was appearing (I have pictures of the hole identified). He removed and reinstalled the windshield and solved the problem. Lexus charged me an absurd amount of money to diagnose and solve a problem that ended up not being the main problem. I paid $1600, and the leak was still there. I feel not only disrespected but also cheated, used, and abused. I went to Lexus and made complaint in person to ***** ***** (director of services. He encouraged me to send it in writing, and I did on June 1, 2025. I never received response from him. I am requesting full refund. respectfully *****

  

  Business Response

  Date: 06/11/2025

  Attached is a copy of the email ***** ***** responded to on 6/4/2025

   

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23452686
  
  I am rejecting this response for the following reasons: I brought my car to Lexus, to receive the right diagnose and also for them to solve the problem. Lexus didn't make the right diagnose and didn't solve the problem in my car. ***** ***** is trying to say that they solved the problem and then 3 months later the problem came back. As i mentioned in the complaint, we have a garage and have the car there most of the time. when the car was exposed again to the rain, the leak started in the same place. We brought the car to the Safelite and The Safelite technician checked everything (tested the sunroof draining system,removed the beams inside the car on the sunroof and left side until he found a little hole (it looks like an air bubble caused that leaking in the first place). The hole was exactly in the same left side beam where the wet spot was appearing (I have pictures of the hole identified when they removed the beam on that side). They removed and reinstalled the windshield and solved the problem. Lexus never made the right diagnose and instead they told me sunroof seal needed to be replaced because it was damaged and may be causing leaking problems too. That sunroof never leaked. Lexus just replaced the seal to charge me and make me feel the problem was solved. but the problem was never solved by lexus because it appeared again in same place 2 months later when the car was exposed to the rain. I attached the ******** invoice in first email to BBB (i attached it here again). According to ***** *****, he doesn't think a windshield that was installed 8 years ago never exhibited any issues. He is trying to say that i am lying about that. I brought the car to Lexus because it was leaking through the windshield and  the engine light turn on and i did that the same day that happened. I always bring my car for service at that Lexus since 2012. i would never wait months or years to bring the car when i see a problem. Also, I sent proof that the problem was windshield leak (safelite invoice). It looks ***** ***** doesn't trust the ******** company either. Once again, Lexus charged me an absurd amount of money to diagnose and solve a problem that ended up not being the main problem. I basically paid $1600, and the leak was still there. I feel not only disrespected but also cheated, used, and abused. I take my car to professional places to be treated professionally, not to be deceived or receive subpar or mediocre services. the Lexus responsible staff need to learn the lessons, be transparent when providing services. If you are not sure about something, then be honest with the customer and give them the opportunity to ask for a second opinion regarding the problem, but not just do cosmetics to solve the problem momentarily when you know the problem will come later. I am requesting entire refund for the amount of $1,600.00
  

  Respectfully,
  
  ***** *******

  

  Business Response

  Date: 06/13/2025

  Customer came to us on 2/13/25 complaining of water intrusion and wet carpets. Our technician, ****** ******** who is a Senior Master Technician with Lexus diagnosed clogged sunroof drain tubes and a leaking sunroof seal.  He did not guess at this repair.  He saw that the drain tubes were clogged. So, we recommended a repair of cleaning sunroof drain tubes, replacing sunroof seal and removing carpet, shampooing/drying and reinstalling.  Mr. ******* approved the repair. All documents were signed as needed.  
  
  Moving forward to late May when Mr. ******* came to see me. He told me that he had another leak and instead of bringing the vehicle back to us he took it to Safelite auto glass where he had a windshield replaced 8 years prior.  He says that Safelite argued with him at first that it couldnt be their issue on a windshield installed 8 years ago.  But after much persistence from Mr. ******** they eventually told him well it must be the windshield and Lexus should have never recommended sunroof drain tubes to be cleaned.  I don't believe Safelite would know what we saw when we performed the diagnosis.  And I don't believe Safelite installers are trained for years specifically on Lexus vehicles nor does Safelite have a database of commonly known issues with Lexus specific vehicles. 
  
  My issue is that when asked about if there was an issue with the windshield that was installed 8 years ago, why did it suddenly start leaking 8 years later. Mr. ******* told me that he had always kept his vehicle in a garage.  But would that mean that this vehicle was never driven in the rain, never parked in the rain at a location other than his own home? Then also why did it take 2.5 months to have another leak?  We have had massive amounts of rain pretty much every month in 2025.  Again, I was told that his vehicle was always kept inside and never subject to rain. 
  
  Our position is that our Senior Master Technician identified a repair that was needed and the customer approved it.  If there was an additional issue then that is what it is.  No possibility that a windshield that was installed improperly wouldnt have an issue until 8 years later. 
  
  He is asking for a full refund. Even if we did the windshield repair instead of the drain tubes, the carpet would still have had to be pulled, shampooed and dried due to mold remediation processes dictated by Lexus.  So, a large portion of the repair was not the actual fix.  It was a by product of the repair issue. 
  
  Also, I asked him multiple times while we were speaking face to face what he was looking for.  He would not answer the question, so I told him to think about it and email his thoughts.  Attached is the email where I replied to him with what I felt was fair. I am sorry that he had a further issue but we had an honest, highly qualified technician perform a repair.  He is asking for are refund based on very questionable scenarios.  I have offered a $500 credit towards future service that can be used over multiple visits and has no expiration. 

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23452686
  
  I am rejecting this response because: I brought the car to Lexus because the check engine light turned on in my car. we knew since day one the water came through the windshield, and I explained to the Lexus representative at that time. (The water leak was in the left side beam right in the middle, apparently coming from the windshield) we showed her the wet spot at that time. I understand that Lexus dried the carpet that was little wet, but Lexus was doing other things that were not related to the problem. Also, Lexus suggested to replace the sunroof seal that was not needed and according to them the sunroof drain system was clogged but water was coming normal and not leaking from the roof. there were never signs of leaks in ******* (NEVER). the signs of leaks were visible in left side beam. ***** ***** is saying that later when another leak happened in the car i brought the car to ******** instead of bringing the car to Lexus. First of all, I brought the car to Safelite, because according to Lexus they fixed the problem, and the leak appeared exactly in same place that it was first time. It was clear to me, that Lexus didn't make the right diagnose, neither solved the problem. Second, I have the right to bring my car wherever I want, especially to a company that have installed a specific product. Also, at that time I was almost sure the leak was coming from windshield, and i was right. Lexus charged me $200.00 to make a diagnose (they did a wrong diagnose) actually they didn't diagnose anything. they just washed and dried the carpet according to them and also unclogged the sunroof drain system, which I don't think it was. In addition, they recommended to replace the sunroof seal because according to them, that might case the leak too. The leak started again in the same place when the car was exposed to the heavy rain. that's the reality. ***** ***** doesn't want to recognize the technician didn't identify the real problem that day. They just did cosmetics here and there and turned off the engine light. May be the technician knew the problem was the windshield, but he knew there is nothing Lexus can do because it was installed by other company. Instead of telling me to bring the car to the windshield company (********), they just removed the water, cleared and cleared the code to remove the light. Lexus addressed the consequences of the leak instead of solving the problem. In addition, they found the opportunity to charge me for sunroof seal that was not needed and unclog the sunroof pipes. that way they can justify the high amount of money they charged me ($1,600.00). When i brought the car to Safelite, the technician checked everything (tested the sunroof draining system, removed the beams inside the car on the sunroof and also on the left side until he found a little hole (it looks like an air bubble caused the leak in the first place). The hole was exactly in the left side beam where the wet spot was appearing first time when we brought the car to Lexus and then second time when we brought the car to Safelite). Since Safelite diagnosed and addressed the problem, we have the car exposed to rain the leak never came back again. According to ***** *****, the technician that "Fixed" my car is the most experienced one there. I have some questions for ***** ***** and the technician: why didn't Lexus remove the left side beam that had clear sings of water leak? I assume an experience technician will be at least curious about specific wet spot in a beam. I am not an expert, and i suspected since the beginning that it was leaking from the windshield. the reason i brought the car to Lexus was because the check engine light turned on in my car. Why the technician suggested to change the sunroof seal if there were no signs of water leaks in sunroof? the Lexus charged me more than $400 to replace the sunroof seal. ***** ***** is right that I accepted the payment, but it was because i thought that would solve the problem, but it didn't. ***** ***** also mentioned that all the thing they did were needed, but I disagree with him because the diagnose was never done, the sunroof seal was replaced either by a wrong diagnose or on purpose to charge me more. In addition, the car the leak appeared again, which may cause severe damage to my car due to their lack of knowledge or just lack of honesty and professionalism. And one more thing, I will not accept any credit from Lexus because I will never bring my car there again. I don't trust the services at Lexus anymore. I sent proof that the problem was the windshield leak where the wet spot was appearing since first time. Once again, Lexus charged me an absurd amount of money ($1,600) to diagnose and solve a problem that ended up not being the main problem and the leak was still there in the same place not in a different place. I feel not only disrespected, but also cheated, used and abused. It is fair to receive all my money back. Lexus must respect their customers.

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

• Initial Complaint

  Date:06/04/2025

  Type:Product 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.

  *************************** Delay and Poor Communication at ********:To Whom It May Concern,I am writing to formally file a complaint regarding the unacceptable service I have received from the service department at the Landover dealership, where I left my vehicle on May 28th with the expectation that it would be ready the following day, Thursday, May 29th. As of today, June 4th, I have still not received my vehicle, and I have been told "tomorrow" every single day without any resolution.The assigned service representative, ****, has failed to provide consistent updates. I have had to initiate all communication myself, repeatedly calling and leaving messages with little to no response. This lack of communication has caused major disruptions to my ability to commute to work. My manager has now informed me that I can no longer work from home, which is impacting my ****************, I was told an **** would be sent to pick me up, but I have yet to receive any confirmation or follow-up. I called and left another message for ****, but once again, there has been no response.Given the premium pricing this dealership charges, I expected a much higher standard of customer service. To make matters worse, no loaner vehicle has been offered, which many other dealerships typically provide in situations like this.This experience has been extremely frustrating and disappointing. I am requesting that this matter be resolved promptly, that my vehicle be returned without further delay, and that I receive a credit or refund as compensation for the inconvenience, poor communication, and lost work productivity.Sincerely,

  Customer Answer

  Date: 06/05/2025

  Dear BBB,

  I would like to add some content that I missed from my previous complaint. I am filing a follow-up complaint regarding my ongoing experience with the Land Rover dealer located in Landover. During my service visit, I believe the service personnel took advantage of my fear and vulnerability. While at the dealership, the service advisor presented me with a diagnostic report detailing a potential issue with my vehicle and an estimated repair cost exceeding $8,000, including labor and parts. I verbally authorized the repairs based on this estimate, and he informed me that parts would be ordered and service would be completed the following day (Thursday).

  Shortly after, I was presented with a contract to sign. Acting in good faith, and trusting that it reflected our verbal agreement, I signed it without reading every detail a mistake I now regret.

  A few days later, I inquired about an additional suspension issue we had discussed earlier. At the time, I had opted not to repair it, but later changed my mind. The advisor quoted me an additional $4,400 for that work.

  However, when I carefully reviewed the original signed contract yesterday, I noticed over $2,000 in charges for maintenance services that were never discussed or approved by me. These were not part of our original agreement, and I believe they were added without my informed consent. This appears to be a deliberate act of deception to inflate costs and possibly increase the employees commission. I feel taken advantage of due to my limited understanding of automotive contracts and the pressure of the situation. These practices are unethical, predatory, and deeply concerning. I am requesting the immediate removal of those unauthorized maintenance charges. If the services have not yet been performed, I demand that they be canceled. If already completed, I believe I should not bear the cost due to the fraudulent manner in which they were added. I urge your office to investigate this matter seriously to prevent this from happening to other unsuspecting customers.

   

  

  Business Response

  Date: 06/09/2025

  We delivered a loaner vehicle to the customer on the morning of ********. The customer will be able to drive the loaner until their vehicle is completed. Their vehicle is currently in the repair shop being worked on.
  
  

  Customer Answer

  Date: 06/09/2025

   
  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

  Date:06/02/2025

  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 brought my 2019 Range Rover Velar to Land Rover Buckhead for diagnostics related to an engine issue. After holding the vehicle for over 45 days, they quoted me $9,800 in repairs more than 150% higher than two other quotes I received: one from another Land Rover dealership and another from a certified independent Land Rover shop, both of which estimated the work at $2,500.When I declined service and requested an itemized invoice, the dealership refused. I escalated to Land Rover corporate, who stated they would not provide documentation, especially if youre going to get it fixed somewhere else. I believe this is retaliatory and unacceptable, as I am the vehicle owner and entitled to transparency regarding diagnostics and recommended work.Additionally, the issues listed by Land Rover Buckhead were not confirmed by either of the two other service providers. In fact, both specifically stated that those problems were not present, suggesting the Buckhead dealership may have been attempting to upsell or mislead based on my lack of automotive knowledge expecting me to approve nearly $10,000 in repairs without question.This conduct raises serious concerns about integrity and transparency. I am requesting:1. A full itemized invoice for the repairs quoted.2. A reevaluation of Land Rovers cost-sharing offer, given the lower estimates from certified sources and the existence of a TSB related to the issue.This experience has been frustrating and has diminished my trust in the Land Rover brand and its dealership network.

  

  Business Response

  Date: 06/06/2025

  We delivered a loaner vehicle to the customer on the morning of ********. The customer will be able to drive the loaner until their vehicle is completed. Their vehicle is currently in the repair shop being worked on.
  
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23407871
  
  I am rejecting this response because their response is untrue. Land Rover never delivered a loaner to me last week and haven't even contacted me since I posted this review.
  
  Sincerely,
  
  ****** *.

  

  Business Response

  Date: 06/09/2025

  Our Service Director reached out to Ms ****** but states there was no return phone call. He is going to reach out again. 

• Initial Complaint

  Date:05/22/2025

  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.

  Purchase date 08/26/2023 Purchased 5-year extended Porsche warranty $4,897.00 Requested paperwork for warranty May 2025 and the paperwork specifies a 3-year warranty. Hennessy made a mistake with the paperwork/billing and is not communicative to resolve the issue. A Porsche dealership will quote $3000 for a 3-year warranty and $5000 for a 5-year warranty. This was charged or setup incorrectly. I've requested either the warranty be extended to 5-years or to be refunded $1,897 for the current 3-year warranty.I've also requested to have my refundable deposit for the new car waitlist be refunded as I will no longer be doing business with Hennessy *******. This refund has not been processed.

  

  Business Response

  Date: 05/30/2025

  This is a very clear, albeit unfortunate, situation. The customer explicitly requested a ****** warranty, as confirmed by the attached text message to our finance manager. Additionally, all purchase documents signed at delivery reflect a 3-year warranty.
  To request a 5-year warranty nearly two years after purchase, particularly while selling the vehicle to another dealership, is simply not reasonable. We maintain time-stamped documentation showing the customers acknowledgment of the ****** term. If he has forgotten what was purchased, that is not a deficiency on our part.
  Nonetheless, in a good faith effort to maintain the relationship, we extended a $500 credit toward future service. Unfortunately, his response to this offer was both rude and offensive. Lastly, his deposit for a future vehicle has been refunded in full.

  
  Thank you,
  ****

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23364737
  
  I am rejecting this response because: theyre referring to a communication that was prior to the purchase.  When the purchase actually transpired, the warranty was upsold to 5-years at a higher price.

  The sale was either priced or entered incorrectly.

  If we cannot settle this here, my next step is small claims court where I will request compensation for the cost difference in warranty terms, filing and attorney fees.

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

  

  Business Response

  Date: 06/02/2025

  In reviewing the situation, I want to ensure we have a clear and complete understanding before proceeding further.
  At this time, the only documentation we have on file is:
  A text message from the customer stating they were moving forward with a 3-year warranty.
  A signed contract that clearly reflects a 3-year warranty term.
  To properly evaluate the customers request, we would need to see some form of documentation that supports the claim a different warranty term or lower pricing was offered initially. Simply relying on recollection is not sufficient to override the executed contract, particularly when the contract explicitly outlines a 3-year agreement.
  If there was indeed a change from the original request, it raises the question of why a 3-year contract was ultimately signed without objection. It is reasonable to expect that the customer would have reviewed the terms prior to signing.
  That said, our goal remains to ensure client satisfaction and honor any commitments made in good faith. However, based on the information currently available, we have no indication that anything other than the agreed-upon 3-year coverage was ever offered.
  Please let me know if there is any additional documentation or communication that can be provided for further review.
  Best regards,
  ****
  

• Initial Complaint

  Date:05/14/2025

  Type:Order 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.

  *** warranty department already send the refund check to the dealership since January ******* I sold trade my car in end of October ******* ,Gap warranty already send check refund to the dealership and I try reach out so many times no respond and the check hasnt release it yet I havent received it and is been taking so long they try not to send my refund gap warranty refund check

  

  Business Response

  Date: 05/20/2025

  We would like to respond to the client promptly; we are requesting clarity from the client on which specific dealership this complaint is for.

• Initial Complaint

  Date:04/26/2025

  Type:Sales and Advertising 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.

  Hennessy Porsche North Atlanta is the reason why the car business gets bad **** they are liars and cheaters, they take every opportunity to take advantage of their customers.Unfortunately, my deal fell through earlier today when I was told I could not purchase a vehicle from their inventory because I had to fly there in person to sign documents... from **********??? I was willing to make a deal at their advertised price shown on their website.I asked *** to have his manager call me so we could get into the details as he was unsure of many specifics regarding the deal. After waiting several hours, ***** manager did not seem interested in reaching out. I had to reach out more than 4 times before **** ****** finally reached out to me. When he did finally reach out, he seemed incredibly uninterested, and dismissive. I was shocked to think that a Sales Manager at one of *******'s podium stores would treat a customer as such. He went as far as to ask me why I even wanted to buy a car from him, and why I didn't just buy a car from one of my local stores.This dealership is a perfect representation of why the car business gets such bad ****** I now know WHY they refused to sell me the car... They decided to raise the price several thousands of dollars after they OFFERED me a price. I attached a photo below of them sending me a purchase order of $128,946, Guess what? the price NOW on their website is showing $135,838. They made up some story just so they can increase the price by $7,000 AFTER agreeing to do a deal, and sending me the documents to ************ can a reputable Porsche dealership refuse to sell me a car they are advertising? My money is as good as anyone's. The worst part is that the general manager did not even CARE to respond to my multiple attempts to reach out to them.I really would like someone to reach out and fix this issue.

  

  Business Response

  Date: 05/02/2025

  Our General Manager, **** *****, spoke with the client via phone call since we received this complaint (and after we thoroughly reviewed the communications referenced in the client's feedback). The vehicle remains available, as price adjustment was based on current market conditions and not buyer-specific. We follow strict policies regarding sales, financing, and availability to ensure fairness to all of our clients and legal compliance. Throughout the process, we remained open and respectful in our communication. Our intent was always to complete a transaction in a manner consistent with our established policies and professional standards. While we regret that we could not come to an agreement, our commitment remains to conduct business professionally, consistently, and with integrity. Should circumstances align more favorably in the future, we would welcome the opportunity to work together with the client.

• Initial Complaint

  Date:04/17/2025

  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 purchased a used 2025 Range Rover Velar on March 21st, 2025. The car had a warranty item with the driver's door interior door handle. I was told it was on order and we would be notified as soon as it came in. It was said it would be about a week. I was told on March 25th it would be the next day. I was told on March 31st it would be in on Friday, April 4th. I spoke with them again two other times and got nothing. This is not a hard fix, but I can't get a true answer on the issue.

  

  Business Response

  Date: 04/24/2025

  We are requesting clarity from the client regarding the Land Rover Dealership location that they are referring to so that we may better assist in following up. We are also requesting confirmation that the customer is asking for repair completion as a desired settlement.