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:03/24/2023

  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.

  I purchased a vehicle from Landrover of Buckhead...I live in ******* and wanted to transfer my existing plate and I just received a new plate and registration...I want to have this new plate taken back and my plate that I had reinstated to my car that I just purchased as soon a possible...The dealer is not getting back to me....

  

  Business Response

  Date: 03/28/2023

  Our General Sales Manager, *********************, has been in contact with the customer as of Friday 3/24. Our team is working to help the customer reach a resolution.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19847558
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/03/2023

  We do not see the consumer's rejection listed and are unsure how to proceed with a response for this reason.

• Initial Complaint

  Date:03/23/2023

  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.

  I purchased a Car from Land Rover Hennessy Gwinnett on 10/29. When I purchased the Vehicle one of the disclosed fact was that it had an issue with the Radio that lead them to a water leak. The Sealed the Windshield and Replaced the *** for the radio. In December of 2022 My radio was having issues. I called the Dealership and they said I could take it to my Local Dealership in VA. ********* stopped working completely and In January 2023 I tried to take it to the Dealership but the only appointment was 02/23/2023 - I was told this was the best that they could do because they were so Busy. The identified that the Same issue had occurred again but could not proceed until I got the paper work from the dealership where the car was purchased because they were owned by different people. The Service Manager where I bought the vehicle said it wouldn't be an issue if it was still the same problem. He no longer works there and now the ** is saying because it is not a leak from the Windshield they would not cover the cost to fix it. It is the Drain Tubes from the Convertible Top (There is a service bulletin out to do something with them, why wasn't that done when I bought the car? and if it is a known issue why don't you cover damages from it?) So now my car has been in the Shop from 02/23 - 03/23 (and longer probably) with no resolution. I still have not even gotten an estimate on what it will cost me to pay and fix it. I feel this should be On Land Rover to fix, it happened less than 90 days into owning the car.

  

  Business Response

  Date: 03/28/2023

  We understand the customer's frustration regarding the issues he has experienced with his vehicle. With that said, Our team completed necessary repairs and repaired the customer's windshield back in October (please see attached RO). We would like to clarify that we are not responsible for any damages incurred after the vehicle was sold as it was sold "as-is" with the customer's full knowledge.
  
  Regarding the customer's recent concerns, we understand that the Jaguar Land Rover dealership in Virginia has inspected the customer's vehicle and confirmed that the windshield we repaired is not leaking. The customer's amplifier has water damage because of its location. The amplifier is located on the vehicles floor underneath the driver's seat (please see attached diagram from Jaguar Land Rover Corporate), so anytime theres water intrusion -- regardless of the cause -- the amplifier will be the first thing to go.
  
  As an act of goodwill, our General Manager is happy to offer $500 toward repairs for the customer.

  Customer Answer

  Date: 03/28/2023

  Did the check the Drain Tubes that there is a Service Memo on when the leak happened originally? 

  
  I purchased the Car on October 29th 2022 and notified Land Rover in December that the radio was having the same issues it had the first time less thats 60days after purchase. I made the first available appointment in January as I was instructed and the appointment wasnt available until the end of February. I tried to resolve this asap after noticing the issues. 
  

  Is it standard to have water leaks within 60days of buying a car?

• Initial Complaint

  Date:03/16/2023

  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.

  In October 2021, I purchased a 2016 Range Rover for $58,280.16 from Hennessy Jaguar. In November 2021 I drove the vehicle to *********, ** and while there the vehicle would not start. Jaguar in ********* repaired the vehicle, and my out-of-pocket cost was $500 which is my insurance deductible. Shortly after picking up the vehicle in *********, the vehicle stalled again later in December 2021, the vehicle was repaired for the same issue by Hennessy. Shortly after picking up the vehicle, it stalled again, and I was told this time that the vehicle needs a new engine. The vehicle has been with Hennessy since April 2022 for a new engine, where it remains today March 2023. Hennessy stated they are having challenges obtaining parts to repair the vehicle. I have not had the vehicle for a full month without issues and have incurred rental cost for the first 3 weeks while the vehicle is being repaired. Hennessy stated they did not have a loaner available. I was charged out of pocket $6,700 in 7/21 after the warranty company paid their portion for the new engine. In December 2022, I received a call informing me the car will be ready the following week. The vehicle was not ready for pick up until mid-February 2023, and as I drove out the lot, the vehicle started making a whistling noise, I returned to Hennessy and informed them of the noise and as of today the vehicle is still there. Prior to leaving the lot, I informed ******************* the service manager that the vehicle had scratches and dings that was not there when I dropped the vehicle off. He was not willing to repair the scratches, after standing my grounds, he agreed to repair the scratches. I have lost 1 yr. of the 3 yr. coverage of Apex GPS service I purchased due to not having access to the vehicle. **** has refused to compensate me for the year of GPS service lost. I am requesting assistance with getting my car repaired completely, a refund of the 1 yr. loss of GPS service and scratches & dings removed.

  

  Business Response

  Date: 03/17/2023

  Our General Manager communicated directly with the customer on Tuesday, 3/14 to reach a resolution. We fixed the customers grill, and we have added an additional two years onto his APEX protection to make up for the one year that the customer lost.

• Initial Complaint

  Date:03/02/2023

  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.

  Dropped my car off at the **** Hennessy dealer on 1/31/23 to (1) figure out issues with my car starting; (2) replace headlight; and (3) replace the front bumper, which was damaged after I collided with a small animal. The **** dealer did not offer to give me a loaner/rental when I dropped my car off. On 2/6/23, **** provided the attached estimate for $1,760.16 to fix my bumper and replace the headlight. Allegedly, the bumper has to come off to replace the headlight. However, I searched on ******* and found out that headlights can be replaced on a **** Fusion without replacing the bumper: *******************************************************************. Regardless, I was fine with them replacing my bumper if it was done timely and the estimate was fair, due to the split bumper (see photos).I later followed up to request a loaner and the **** representative, ************************* **************************************** ************) said on 2/14/23 that I could not get a loaner because my car already went to collision, but he'd check on it. Never heard back about it despite following up. Called USAA multiple times re: claim status ($1,000 deductible) and they pointed towards **** as the hold up/issue. **** did the opposite and pointed to USAA not issuing a check. I don't even know how many emails/calls I've exchanged. Happy to provide the emails if needed. They don't appear to be communicating with each other and i've been forced to be an intermediary between parties who don't want to resolve the estimates, which appear to be <$30 apart. It's ridiculous at this point - 1+ month after I dropped my car off.I'm an attorney and submit this BBB reluctantly to resolve this, given the lack of progress on my bumper repairs to-date. I'll happily pay the attached "Battery Work Invoice" for ****'s already completed battery work + headlight bulb, but I absolutely want $500 cut out of the repairs to my bumper and headlight. If so, I'll immediately withdraw this BBB complaint.

  

  Business Response

  Date: 03/08/2023

  We appreciate the customer reaching out to us regarding the repairs on his 2015 **** Fusion, and we regret to hear about the inconveniences he has experienced due to the delay in the processing of his insurance claim.

  We have been in communication with the insurance company, USAA, regarding the claim for repairs to the customers vehicle. Unfortunately, as mentioned in his complaint, USAA has withheld coverage of the claim, which has caused further issues and delays.
  
  Once again, we apologize for any inconvenience this situation may have caused, and we will remain committed to working with the customer and USAA to resolve this matter as quickly as possible.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19529969
  
  I am rejecting this response because:

  Since my complaint, *************************** at the **** Hennessy Collision Center reached out to me to discuss resolution.  She has been attempting to reach ************************* (referenced in my initial complaint) about a loaner vehicle.  ***** disclosed that the collision center has been backed up for several months, all the way into April, and it's been that way for some time. ******* didn't disclose that when I dropped my car off.  *** has ******* responded to my repeated efforts to get a loaner vehicle.  *****, for her part, has also tried to reach ******* with no luck.

  I can understand if it takes some time to get parts, delay from USAA in releasing check, etc. But it's unacceptable to have had no communication from ******* about the delay and behind the scenes efforts to resolve this issue. Nor has ******* responded to --again-- my REPEATED requests for a loaner.

  Moreover, I've learned (per my initial complaint) that replacing the bulb CAN be done without removing the bumper. Given the delay in processing the insurance funds, I'd appreciate **** simply replacing the headlight bulb and getting me my car back if they continue to refuse a loaner vehicle for me while they have my car for the next indefinite period of time.

  In case **** needs it, here's a video on how to replace the bulb: ***********************************************************************

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

  

  Business Response

  Date: 03/15/2023

  Because the customer's vehicle has been sent to the ********************************************* for repairs, this issue in its entirety is now out of Hennessy ****** hands.
  
  *******************************, our collision team has done everything in their power to expedite the approval of the customer's estimate and has consistently provided the customer with necessary information regarding the status of his claim. Unfortunately, our collision center is not able to authorize loaner vehicles, but they were able to accommodate the customer's request to install his headlight bulb for free. This past Friday, our collision team let the customer know USAA still had not authorized payment and he decided to pick up the car since he did not have transportation (no rental coverage on his policy).
  
  Our collision team will continue to stay in touch with the customer regarding his claim and will work with the customer to develop a plan to repair his vehicle as soon as his insurance company approves payment.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19529969
  
  I am rejecting this response because:

  No complaints with the collision center. I decided not to go through with the bumper repair, and they managed to get my headlight replaced WITHOUT removing the bumper. 

  2 remaining complaints:

  1) I paid for my key fob's battery to get replaced. The battery does not work, and I can't lock my car. That was for the dealership to complete, not the collision center.  I'd like a refund for that work.

  2) Just want to note for the record that the dealership kept telling me it isn't possible to replace my headlamp WITHOUT removing the bumper.  Turns out, 6 weeks later, after I submitted several complaints, the headlamp got replaced without removing the bumper. I appreciate the collision center and ***** getting that done for me, but consider it abusive customer service/borderline fraudulent for the dealership to tell me that a loaner wasn't available and that the bumper needed to come off "per protocol" to replace the headlamp at a **** location.  That turned out to be totally false.

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

  

  Business Response

  Date: 03/30/2023

  We have refunded the customer for his key fob battery. He only paid for the battery in this case (please see attached PDF confirming refund). 

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19529969
  

  I would like confirmation of the exact amount refunded.  The email sent by **** just confirms that a refund has been processed, but I don't see what the amount is.

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

  

  Business Response

  Date: 03/30/2023

  The refunded amount for the customer's key fob battery is $14.23 (please see highlighted section of attachment). 

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19529969
  
  I am rejecting this response because:

  $14.23 refund doesn't match the invoice.  I should be refunded $32.30.

  See attached at page 2, job #6 re "key fob inop."  $13.30 in parts and $19.00 in labor (not completed) = $32.30.  I do not see a $14.23 *************** on the invoice. If I'm missing something, please present the actual document/invoice for the key fob.  This is the only document I've seen about the key fob charges, so I want  $32.30 refund.

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

  

  Business Response

  Date: 04/07/2023

  We have refunded the customer $32.30 (please see attached document confirming refund).

  Customer Answer

  Date: 04/08/2023

   
  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.

  I am still disappointed by the 6 weeks it took for my car to get taken care of, and the borderline fraudulent initial assessment by the **** Hennessy dealership that they'd need to take my bumper off to replace my headlight. That turned out to be false, given that the collision center managed to do it after I submitted a BBB complaint and kept pushing.

  Consumers shouldn't have to deal with predatory tactics like that and while I accept this refund, would've been great if they didn't try to upsell me and forget to install the battery into my key fob.

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

• Initial Complaint

  Date:02/28/2023

  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.

  I placed a refundable deposit of $2500 with Land Rover Gwinnett to be on the waiting list for a Range Rover vehicle on December 10th, 2021. However, after the promised delivery date was not met, I requested a refund of the deposit in July 2022. The dealership promised to send out a check for my refund, but I never received it. Despite calling them numerous times, I received no response back. I visited the dealership four times in person, and every time they said they could not cash out the check on-site and would have to send me a check through the mail. However, to this day, I still have not received it. It has been 8 months since I requested my deposit to be refunded.

  

  Business Response

  Date: 03/02/2023

  We truly regret to hear this feedback from the customer. Our Sales Operations Manager spoke with the customer yesterday (3/1/23). On 3/1/23, we verified the customer's address and put his check in a ***** overnight envelope.

  Customer Answer

  Date: 03/02/2023

   
  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:01/21/2023

  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.

  Date: 01/19/2023 Police report number: W023-000318 Car information: 2021 White Honda Passport Touring Location: Hennessy Honda of Woodstock On 01/19/23, I came to service my vehicle with ******************* and I was given a loaner car for the duration. I later picked up my vehicle the same day around 4:30 PM EST. I noticed that I was missing my Apple Airpods Pro in my vehicle when I picked it up from the dealership. I immediately called my service advisor and called many times but received no response. I filed a police report with the Cherokee *********************** on 01/20/23 and the next day on 01/21/23 I called the dealership and spoke to one of the administrators whose name is *****. I tracked the electronic to an address in *******, **, and later tracked it back to ******* Honda on the morning of 01/21. I did not bring anything into the loaner car with me, therefore, it is not in there and we have confirmed. I met ***** on 01/21 and ***** and I walked across the parking lot and tracked my Apple AirPods in the employee parking lot of ******* Honda. We were not able to locate my device and narrow it down, however, the Cherokee County ********** office will be conducting a thorough investigation into this. After spending over $600 at this dealership for service and being a loyal customer of the ******* Family, I am very ***************************** in the lack of accountability and services that you are providing to your clients. I am demanding that you all investigate the whereabouts of my item and provide me with the needed compensation as I still have not recovered my product which is worth over $300. Again, I have filed a police report and will take further action if need be. Please contact me directly at your earliest. Best, ******

  

  Business Response

  Date: 01/27/2023

  We are sincerely sorry to hear this feedback. With that being said, our General Sales Manager and team have been in direct contact with the customer and have successfully reached a resolution with the customer.

  Customer Answer

  Date: 01/27/2023

   
  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:01/19/2023

  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.

  Purchased 2021 Cadillac CT5 from Hennessy Cadillac in ****** **. Was told by *************************, that Hennessy installed the Pulse system on all of their vehicles as an additional safety measure. I was charged $399.00 for this installation. However, the Pulse installation was not done on my vehicle and I have attempted 5 times over the last 2 months to have this issue concluded with a refunding of money paid for system. To date, I have been promised that the refund was on its way as they have become aware of other Cadillac Consumers not having this feature installed as well. My latest attempt to resolve issue was an attempt to contact ***********************, General Sales Manager.

  

  Business Response

  Date: 01/24/2023

  We are truly sorry to hear this feedback from the customer. Our General Manager (*******************) has spoken with the customer this week about the issue at hand. A check has been cut for the customer and is going out today.

• Initial Complaint

  Date:12/07/2022

  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.

  On March 18, 2022, I purchased a 2017 Land Rover Discovery (****** miles) from the Hennessy Land Rover/Jaguar, Buckhead location. Upon purchase of the vehicle, I also purchased a 3 year warranty ($3,510.00) that would cover all major repairs such as engines and transmissions. The vehicle was serviced at all intervals. After having the car a little less than 6 months (date: Sept. 2, 2022) the engine was knocking upon start up. I had the car towed to the dealership the next day and a diagnostic was completed. It was concluded that the engine needed to be replaced.Two weeks later I got a call from the dealership stating that I needed to give consent for them to perform an engine breakdown. This wasn't a problem. The problem came in when they told me that I could be held responsible for the cost of the engine breakdown and replacement if it were to be found something else other than "natural causes" had occurred. In other words, what was considered to be covered under the warranty for engine repairs. After the inspection for the engine breakdown was completed it was determined that the engine was covered. I was also denied a loaner vehicle for almost 6 weeks.On December 2nd I received a call from the dealership stating that my car is just about ready but it does not start. I was told I needed to pay $1,012.86 to replace a battery cable. How is it that a major repair was done but I am being held liable for the vehicle not starting up upon return to me/the customer. The car started up with no problem when it was dropped off to the dealership on September 3rd. The car was driven to the back lot upon drop off. Nothing else, besides the engine, was wrong with the car upon drop off to the dealership.This damage to the battery cable had to be done while my car was under repair at their facility. Now, I'm being told I'm responsible for the cost of it's replacement. Ironically, the invoice given to me at the dealership is not for $1,012.86, it's $630.03.

  

  Business Response

  Date: 12/14/2022

  We truly regret to hear this. The customers vehicle is currently with us; as a gesture of goodwill, we will not be charging her for the cable replacement. Our Service Director has noted that he will get it replaced at no charge.

  Customer Answer

  Date: 12/15/2022

   
  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:12/01/2022

  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.

  A few months ago, I had a coolant leak issue in my car & the ******* department at Hennessy Jaguar of Buckhead wanted to charge $4,000 to fix it. I got it repaired somewhere else for a quarter of this price. Two months ago, my headlight was ********* was told the whole assembly had to be changed for $4,000. I got the lamp changed for $800, including labor. This ******* department keeps telling me their prices are higher because their techs are specially trained on jaguars!!Last month, I brought the car for its regular maintenance ******* & paid some $1,200 for it. Friday last week, November 25, 2022, the check engine light came on and the car was shaking on the interstate. I brought in & was told it could only be looked at the following Monday, November 28!! When I asked for a loaner **** to be able to drive back & get to work, of course none was available!!! (ANY reputable dealership, which clearly this one is NOT, would have a loaner for their customers On Monday, I received an E-MAIL (NO CALL), that the issue would cost $1,600, $850 for LABOR, & the rest for parts & miscellaneous !!!!The rental car at Enterprise was going to cost $250 until Monday On Monday, I spoke to the ******* advisor who indicated the car would be ready Wednesday!!! When I told him about the cost of the rental, he said hed do his best to get it done that day (Monday). Did not receive another call Monday. No call on Tuesday &, as is customary at that ******* department, I could not reach anyone Left a voicemail to be called back, NO call back!!! On Wednesday by 1PM, I had not received a call. I was told that my ******* advisor had been sick for a couple days (NO ONE felt like contacting me to let me know!!!). I then asked to be transferred to ***** ******* manager, but once again, could only leave a voicemail I finally able to call back & reach Will at about 3PM, after talking to another ******* advisor who found him **** assured me the car was in its final testing stage & should be ready in 10mins. When I complained about my rental which was now going to cost $400, he directed me to Jaguar of North America. They left him a msg to do something but he refused to cover rental car charges!!! I ended up paying $2,000 for a problem that shouldve been detected when I *******d it less than a month ago, although **** refuses to admit it!!! When I paid & left, at the second red light, fumes were coming out from the hood & the coolant light came on. I brought the car back & a piece of coolant tubing was found to be punctured & had to be changed! The car STILL has a strong smell of gas & dont know if itll explode when I turn it on!!!! I want this dealership, that has horrible customer *******, to AT THE VERY LEAST, cover the cost of the rental **** ***** make sure to NEVER AGAIN set foot there!!!

  

  Business Response

  Date: 12/05/2022

  We truly regret to hear this from the customer. With that being said, we have already helped ************ with a coolant leak repair at no cost to him that was completed elsewhere. Our Service Manager has spoken with ************ about this directly.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18490977
  
  I am rejecting this response because:
  First and foremost, the coolant leak was NOT due to the repair I had received at a third of the price quoted by Hennessy!! The $20 small piece of tubing given to me was free of charge because the car was never tested like I was told it would be (I was lied to!!) & was therefore Hennessys fault!!!

  second, this has nothing to do with the fact that I paid $400 for a car during the most recent experience, that took longer than expected & due to the fact Hennessy did not offer a loaner car!!! I want that money refunded at the least

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

  

  Business Response

  Date: 12/16/2022

  We understand the customer's frustration. With that being said, the coolant leak repair that we covered free of charge (see $503 estimate attached) amounts to greater than the $20 piece of tubing that the customer is referencing. We will not be issuing a refund in this case.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18490977
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18490977
  
  I am rejecting this response because:
  -----Original Message-----
  From: *************** <****************>
  Sent: Tuesday, January 3, 2023 2:54 PM
  

   
  Subject: ************************* style="color: rgb(24, 50, 71); font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;">
  

   
  
  Let this be a request re-open my complaint with number stated above, against Hennessy Jaguar of Buckhead, as the service department is dishonest, has been giving me the run-around & is not willing to reimburse me for the price of the rental car ($400)!
  They kept my car for longer than it shouldve been kept for servicing & didnt offer a loaner car, like any reputable dealership would do (clearly this is not a reputable dealership..).
  Im merely asking that they do the right thing & refund the price of the rental car!
  
  ***************
  
  Sent from my iPhone
  Sincerely,
  
  ***************

  

  Business Response

  Date: 01/16/2023

  We are sorry to hear this feedback from the customer. Per our Service Director, we are happy to cover half the cost of the customers rental vehicle ($200) as a gesture of goodwill.

• Initial Complaint

  Date:11/23/2022

  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 had an 8am appointment on 9/26 for services on my Range Rover Sport. I arrive at 7:57am and was greeted by reps. I was escorted to the waiting area, then was informed 20 minutes later that my loaner was cancelled. I then had to wait another hour before I was seen by the service advisor ******. They eventually get everything squared away and get an uber for me. I return the next day once services are complete. I pay and retrieve my vehicle. I reviewed my receipt and noticed I was overcharged $345. I inform ****** of the issue and he informs me that it is a process and a check would be mailed to me within **** business days on 9/26. Then I was told it was re-submitted on 10/13, so it would be **** business days. It is now 11/5 and I have yet to receive a check. I texted ****** on 11/2 on the mobile device that they use as a form of communication and now I get no response. I called on 11/4 to speak to a manager and was told he was busy and would call me back. Of course, he didn't. They still are ignoring me on the refund that I am entitled to. Attached documents show communication amongst the advisor and his manager.

  

  Business Response

  Date: 11/28/2022

  We regret to hear this from the customer. Please see the attachment for verification that the check in question was processed. The customer deposited the check on 11/14/22.