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

  545 E Paces Ferry Rd NE Atlanta, GA 30305-2601

  
• 

  Hennessy Automobile Companies

  8931 Highway 92 Woodstock, GA 30189-3701

  
• 

  Hennessy Automobile Companies

  5880 Peachtree Industrial Blvd Chamblee, GA 30341-1629

  
• 

  Hennessy Automobile Companies

  7261 Jonesboro Rd Morrow, GA 30260-2910

  

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:11/14/2022

  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.

  November 9, 2022 I took my 2006 Lexus IS250 to Hennessy Lexus for an oil change. Upon arriving at the dealership I was asked if there were any other concerns. I indicated the tire sensors were illuminated in the dash area. The service personnel went to look in the car to verify this information and to get milage. After the oil change I was given paperwork detailing an inspection of my car with recommendations. I paid for the oil change and proceeded to leave. I noticed the airbag light on on the dash and I call the dealership and spoke to the service personnel he told me maybe something rolled under the seat I said there is nothing in the car. I requested another appt to bring the car back for this issue. I was given a next day appt. I went home and looked online for any recalls since my paperwork states there are no open recalls on the car. I found an airbag recall and proceeded to call the dealership and informed them of this. I took the car back the next day and was told they were sorry they did not see the recall the day before. Halfway through the recall completion I receive a call that the light is not for the recall passenger side but driver side and I need to pay $279.00 for the repair. This light only illuminated after the service **** changed the oil and it is not noted on the paperwork when I brought the car in nor when I left. Any other maintenance which is documented on the paperwork I am not disputing. I dont know what was done during the oil service but I did not have this issue before the car was brought in. I called Lexus and they said Hennessy is independently owned and the would look into it. I dont feel comfortable taking my car in for service there anymore because over the years I go in for one thing and the car comes out with other Issues that were not happening before. I had a 2010 Lexus that I traded because of these issues.

  

  Business Response

  Date: 11/16/2022

  Hennessy Lexus does not feel we caused the issue with this vehicle.  However, we will fix the vehicle at no charge so we can move on from this business relationship.  Our Service Manager, *******************************, will reach out to ************** on Thursday, Nov 17th to set up the appointment for the repair.  

  Customer Answer

  Date: 11/18/2022

   
  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:11/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from their dealership more than 30 days ago. I payed the dealership for them to do the registration for me and havent received it. I have called several times during the week and spoke with their ****************** and sales department and they always say they will look into it and call me back but they never do. I spoke with the *** to see what was the problem and they informed me that the dealership hasnt sent any documents on my behalf. I also have tried to speak with the dealership manager ******************* and have left messages for him to call me back about this issue and havent received a call back. My temporary registration expires in 9 days.

  

  Business Response

  Date: 11/15/2022

  We regret to hear this information from the customer. As of ***************** has confirmed that we now have all necessary documents to complete the customer's registration and are doing so as soon as possible.

  Customer Answer

  Date: 11/16/2022

   
  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:11/07/2022

  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.

  I had purchased a 2022 Honda Ridgeline on 09/24/2022. The price was quoted by advertisement online for $41894.00. I made appointment to purchase the vehicle. Once I got there the price of the vehicle had went up about $4000.00 because of items that I didn't ask for but was originally on the vehicle (camera, special paint job, nitrogen air etc:) that I thought was part of the sale price because those items was on and the special paint job was done prior to me ever seeing the truck. They told me that the camera can't be removed and the paint job has already been done so I accepted the fact I just got play upon. Prior to closing the deal I informed the seller that I was a 100% Disable Veteran I will like to get my exemption (Valorem Taxes) he told me that they (Hennessy Honda of Woodstock) does not honor DAV. Once the salesman finished with me I was greeted by the Finance Person whom handles the closing of the contracts, He said to me "you must have been in the military" I asked him how did he know he said because of my paperwork" I told him yes I am a 100% DAV I will like to get my discount (Valorem Taxes waved) he told me that my DMV have to handle that when I get my tags. I received my new tags around 25 Oct 2022 and I went to my local DMV to received my exemption of valorem tax. They informed me that the dealership Finance had to take care of that. I've been calling Hennessy Honda of Woodstock on a daily bases leaving messages on answering machines talking with several different operators constantly telling me the Finance people not in or they are helping other people. It appear that I am getting the run around. Previously I had a separate issue that I had tried to resolve by telephone but no one would return my phone calls so I had to drive 2 1/2hrs back to them to get one piece of paper sign and yes the Finance people was there they just wasn't accepting my call. All I want this company to do is remove the Valorem Taxes from my contract.

  

  Business Response

  Date: 11/14/2022

  We truly regret to hear this information from the customer. With that said, we always require customers to go through the VA or their local tag office for this. By law, disabled veterans are only able to use the exemption on one vehicle and unfortunately, we have no way of knowing if the exemption has already been used. Our Finance Manager has repeatedly attempted to contact the customer since this complaint was filed to discuss the matter directly.

• Initial Complaint

  Date:11/05/2022

  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.

  I took my vehicle in for repairs in January 2022 because I was hearing a knocking and grinding sound in the front of my car. I got a cost estimate of repairs and authorized the work. I called the dealership periodically to check on the status of the repairs. I was advised they were performing the repairs as the back ordered parts arrived. There was 1 final part that was to be replaced when the part came in, I was advised the technician doing the repairs broke another part in the process and the cost of the damaged part was passed on to me. I picked up my vehicle in the latter part of April or beginning of May and within the first 24 hours of me having my car I noticed the sound was still there and I received a TPMS system failure, I sent an email with pictures to the customer service rep ******* I was advised to bring the car back on May 13, 2022, my car had been at the dealership for approximately 1 week when I decided to call for a status updated. ****** advised they were swamped and had not been able to take a look at the car. Within a couple days of that call I received a call from ****** advising they were able to recreate the problem and realized the front end had not been torqued down correctly (it was loose) and that the computer in the vehicle had lost programming of all the sensors, and that usually happens when that amount of work is performed to a vehicle, the owner's manual states such failure could result in severe injury even death. Their negligence placed my life, my 12-year old's life and every person on the roadway life in danger., During the return visit I asked for my vehicle to be detailed and paid the cost to jaguar to only have them damage my entire interior of my car. i took of the damages on 7/5/22 at 8:11 AM while still at the dealership showing the damages to my car. Within 24 hours I sent the pics taken to the dealership. Now they are saying they are not going to repair my car back to the condition they received my car in.

  

  Business Response

  Date: 11/11/2022

  Please see the service records attached. When the customer returned, our department made a mistake with her trim. We contacted the customer consistently to get her vehicle back in the shop so that we could correct this oversight. When the customer returned, we fixed our mistake promptly and communicated heavily throughout the process. Unfortunately, beyond this point, the customer held us to blame for issues that we did not create.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18362786
  
  I am rejecting this response because: the dealership is not being truthful in their response.  The issue was caused because of the negligence of the dealership and their employees that they use to perform these services. 

  The damages done to my vehicle were captured in pictures which are both time and date stamped on July 5, 2022, at 8:00 AM (approximately - exact time is on the photo) showing the damages that were caused to the interior and exterior of my vehicle before taking possession of the vehicle and removing my vehicle from the dealership lot.

  Not only that I followed up via email to the dealership the day after recapping the conversation that was conducted outside the dealership on the morning of July 5, 2022, outlining the issues at hand. Not only that but the dealership also advised via email that they would get the issues addressed and pick my vehicle up to make the repairs.  The emails are dated July 6, 2022, at 8:30 AM and 9:00 AM.  The dealership now needs to make good on the repairs they advised would be completed based on the damages outlined in my email and the pictures that I sent over to the dealership. 

  The only reason the vehicle was not dropped off for the repairs is because the dealership refused to supply a loaner vehicle and I do not live on the bus line, and I had to hire an attorney to get the dealership to extend a loaner vehicle to me.  I even sent numerous emails outlining the safety hazards the dealerships negligence placed me, my child and additional patrons on the roadways, not having the proper mat to cover my exposed batter in the trunk while it was raining.  

  They need to accept the ownership for their negligence and make the necessary repairs to my car.  That is not how I brought my car in to the dealership.  I am very sure there is some test that can be performed to see what was used on my car to cause the white haze/tarnish to all the plastic components both inside and outside my car after the vehicle was detailed.  All damages are identical, please fix my vehicle!

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

  

  Business Response

  Date: 11/15/2022

  We have included the last invoice showing our final repair to the customers vehicle. Our position has not changed. We have addressed all of the customers original concerns as shown in the invoices.

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18362786
  
  I am rejecting this response because: the information submitted by the business is inaccurate to the facts and events that have transpired.  I just had surgery and the business is aware of this, however, I will compile a reply with all the facts, email communications, dates/times with what was requested, and the damages caused each time in which the business had to repair the damages caused while doing other work to my car.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 11/30/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  

  Business Response

  Date: 12/02/2022

  Better Business Bureau:

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

  Regards,

  Hennessy Automobile Companies

• Initial Complaint

  Date:10/25/2022

  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 Saturday, October 14, 22, I bought a 2015 Audi from ***. Hennessy Jaguar with ****** miles on it. **********, sales, reassured me that the company had inspected each vehicle and that the car fax was legitimate. A phone transaction for ****** was made with ***** Fargo that day then for ******** when **** took me to *************************, finance. My driver's license and insurance card were issued for verification; an address was given. I phoned a advisor on 10/17/22 to request a pre-inspection of the vehicle. The engine was replaced with a junk yard engine, according to the inspector's report, which was released. He added that the miles are different from the engine that was replaced. On October 17, 22, I returned the Audi. I explained the conclusions of the inspection report. The manager, ********************, asked me to return the car to my house while he investigated the engine replacement and mileage concerns. When ******** got in touch with me later that day, he said he had spoken to ********** about three repairs but was unable to share them with me. ******************** said the engine was never replaced and he had no comment on the engine mileage. As soon as ******** authorized my request for a refund, I turned in the car. Sheriff took the car and informed me that I would get my money back in 5-7 business days. I visited Jaguar on Monday, October 24th, and spoke with ******** about the reimbursement I hadn't gotten. A check was sent on Thursday, October 20, according to the accounting information ******** gave me. He asked that I call in order to request a direct deposit. When I informed the company, the representative said I needed an HSA number. The representative said the check was mailed on October 20, 22. She provided me with the wrong address when I asked where the check was being sent. When I called ********, he request me to ask her to cancel the order while I was still in Jaguar. ****, manager said he will call me.**********, Invoice ********, and ***************

  

  Business Response

  Date: 10/25/2022

  We regret to hear that this has been the customer's ownership experience. Managers ******************************* and ***************** have been in direct contact with the customer; we are working diligently toward a solution with the customer and have offered a full refund. ************ called and left the customer a voicemail message yesterday to provide further assistance. Management is trying to get this matter resolved and get a new check cut for the customer today.

• Initial Complaint

  Date:10/10/2022

  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.

  Dealer charged $1700 and the car is still not fixed. This has been an ongoing problem for almost three years. Two days after delivery warning lights appeared on my dash reflective of services I was charged for that jaguar claimed to have completed. Vibration remains in the steering wheel.

  

  Business Response

  Date: 10/17/2022

  We regret to hear this information from the customer. Per our Service Manager, ***********************, we recommended a tire replacement at the customers previous two service visits in response to the customers complaint about vibration; both recommendations were declined by the customer (see attached service history). 
  
  During the customers most recent service visit, we test drove the customers vehicle after completing service and can confirm that the vibration was repaired when the customer received his vehicle back. Our Service Manager has already discounted the customer a total of $225 because this issue in question has taken three visits to correct. We will not be issuing a refund in this case.
  
  Our management team will be reaching out to the customer directly as well to discuss this matter.
  

• Initial Complaint

  Date:09/22/2022

  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.

  In July of 2022 we purchased a 2012 Acura RDX from the Woodstock Honda Dealer. A few days before the temporary tag expired I called the dealer to see if there's an issue with the title since we did not receive the plate in the mail. I was told by the dealer tag office to go to DMV and request another temporary sticker since they had issues with the title. As a note, the car is being used by our daughter who is away at college. To get the temp tags on such a short notice I had to take a day off to go to DMV and get another temporary sticker, then drive to the university to place the new sticker on the car. I was asured by the dealer tag office that I will receive the plate in 2 weeks, so around Sept 15. Around Sept 18, and no plate in the mail, I called the dealer tag office multiple times and left a message about the tag. I received no call back. Finally after calling the dealer multiple times in one day I finally got to talk to the dealer tag person who told me that the application was rejected by DMV weeks ago, but doesn't know why and that she'll contact another person to see what's going on. As of 9/22 we still don't have a plate and the application for the plates hasn't been processed. According to DMV the car is still registered under the previous owner. The dealer hasn't called and I'm tired of calling multiple times a day to get some kind of excuse.This is unacceptable and frankly extremely unprofessional of a business such as *********. By the way, I advised the dealer tag office that I will file a complaint with the BBB unless they take care of the issue and inform me of what's going on. She didn't care one bit and made it seem like I was making an issue out of a problem that's very common in the industry. Maybe this is a common problem at ********* dealers, but this is not a common problem at other dealers we dealt with in the past. The second temporary sticker expire in 8 days. I'd like my car plate by then or I will file a complaint with the State.

  

  Business Response

  Date: 09/27/2022

  Our Pre-Owned Sales Manager ********************************* was in direct contact with the customer yesterday (9/26/2022). We are projected to have the customers tag in the mail on Thursday. ********************** will be contacting the customer on Tuesday or Wednesday of next week with an update.

• Initial Complaint

  Date:09/20/2022

  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.

  Dealer agreed to sell a 2022 Lexus ES 350 under the condition that in order to guarantee this vehicle I would have to finance it with the dealership. I offered a $25K deposit however however the only way to guarantee it to apply for financing and If I got approved the vehicle would be held for me. I filled out the necessary financing paperwork and I got approved through **************** I had to agree to a credit check in order to to facilitate this loan and secure this car. Once I got approved we went through further paperwork on additional products I could purchase for this vehicle. I went ahead and arranged a flight to Atlanta to pick up the car and complete the paperwork. The day after I was approved and ready to buy the car my sales person informed me that they sold the vehicle to someone else. This is extremely deceptive business practice from this dealership. I originally told Hennessy Lexus that I wanted to pay cash for the car. However the only way to secure the vehicle was through their own financing. Now I lost my flight and have an Experian Credit inquiry on a car that originally wanted to pay cash for.

  

  Business Response

  Date: 09/22/2022

  We regret that the customer has had a negative experience. Our Internet Manager informed ****************** that the pre-owned 2022 ES could not be held if we did not have it fully titled to him, or fully paid for. We needed a finalized deal. We began the financing process with ******************, though we did not get to title or register the vehicle due to the customer pausing the deal. In the meantime, another customer purchased the vehicle.

  We were able to find an alternative vehicle for ******************, though he was not interested in the other 2022 ES that was offered.
  
  Management has reached out to ****************** as of today. We are happy to refund him the cost of his flight.

• Initial Complaint

  Date:09/13/2022

  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.

  In August of 2021 I purchased a used car from Hennessy Lexus. Within the first week of me having the car it started to stall when driving it. I contacted the seller to address the issue I had advised to simply cut off the car and turn it back on. After this situation continued I did a fuel treatment hoping that would get rid of the problem. 3 months of having the car it stopped moving completely I contacted the seller they told me that they could nothing about it and I couldn't return the car, when i was able to get it to a shop I was told the *** went out and had to be replaced along with other things. After getting my car back from the shop the stalling was still going on. In July of 2022 the car was not only stalling it started to stop moving while driving. I took it to the shop to see what was wrong with it, I was told I needed a whole new transmission. The dealership purposely sold me a car that was in poor condition

  

  Business Response

  Date: 09/20/2022

  We regret that this has been the customer's experience. Our Finance Manager spoke with **************** last week after communicating with her warranty company. The warranty company offered to replace ******************** transmission. This was communicated to **************** by our Finance Manager. **************** then informed our Finance Manager that the dealership may proceed with replacing her transmission. We are actively working toward a resolution with the customer.

  Customer Answer

  Date: 09/20/2022

  The dealership is only responding to my issue with the transmission but not the other issue like the **** Dealing with the car having so many issues in little time has caused a hardship. I was only able to get help once taking out the complaint.

  

  Business Response

  Date: 09/21/2022

  We regret that **************** is dealing with these issues. **************** purchased a high mileage vehicle (******), and we encourage our customers to have their own inspection done. The *** was in perfect working order when **************** purchased the vehicle; there is no way we could have known it was going to fail. 
  
  We would be happy to try and trade **************** out into another vehicle if she would like.
  
  

• Initial Complaint

  Date:09/06/2022

  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.

  I purchased a 2022 Honda Accord sport from Hennessy Honda Woodstock. They sold me the vehicle without having possession of the title to the car. Its not been almost 3 months since the purchase of the vehicle and they still dont have it and have no estimated date of when they will get it. So until that point I cannot get my regular Georgia license plate. The only thing theyve done is give me a dealership tag and tell me they dont know when theyll have the title but that they are working on it. Every time I call they tell me that same thing with no update. I wasnt aware that they didnt have the title at the time of purchase nor did I know that they technically arent supposed to sell a used vehicle without having the title.

  

  Business Response

  Date: 09/13/2022

  Our Pre-Owned Sales Manager spoke with Mr. Hammonds promptly this morning and provided a status update on his tag and title work. A resolution is currently being reached between the dealership and customer.