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:09/01/2022

  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.

  On August 30, 2022, I had an appointment at 5:00pm with *****. This was by far the worst experience I could have had. I came in to buy a vehicle bottom line. I chose to come to an actual Lexus dealership, then going to a mom-and-pop shop to get excellent customer service. However, I didnt receive professional customer service from *****. Let me walk you through my entire experience at the dealership. See below.It was stormy on Tuesday. For good customer I was expecting for the car to be in the front. It was not I had to wait for about *************************************************************************************************************************** the front so I would not have far walk in this bad weather, it was parked on the far end. We did the test drive, which was ok.We got back to the dealership, and I went to her desk. I advised her that I spoke to ****** about the borrowed vehicle agreement. She didnt have no clue about the borrowed vehicle agreement, instead of her saying she will check on it. Her response was we dont allow this. I asked her to follow up with ******. She told me to hold tight why she go and get the final number. She came back with a figure around $50k. I said I was not expecting to spend that amount. I asked her what was the amount that they were offer for my trade in, she said 2k, I said wow that is low. She then asked me what price I was expecting for the trade in I said around $6,500. She laughed at me and told me that is impossible. At that point I felt disrespect and uncomfortable. She then asked me what is my out the door number. I wrote down 45K and then changed it to 42k. She said oh that is not going to work. I said we are negotiation right, just take it and lets see what he would say. Nevertheless, she came back with my keys never counter offer the deal, also never followed up on the borrowed vehicle agreement. I walked away from Lexus feeling horrible and disrespect.

  

  Business Response

  Date: 09/06/2022

  We are so sorry to see that this customer walked away feeling horrible. Unfortunately, due to current market conditions, there was/is very little room to negotiate as the vehicle that the customer was interested in is difficult to get. We are unable to open the customer's attachment to this complaint.

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17804497
  
  I am rejecting this response because: This complaint is sole about how your staff laugh at me about my car and she didn't even try to negotiate. I expect more from a Lexus dealership.

   

  Here is the attachment:

  On August 30, 2022, I had an appointment at 5:00pm with *****. This was by far the worst experience I could have had. I came in to buy a vehicle bottom line. I chose to come to an actual Lexus dealership, then going to a mom-and-pop shop to get excellent customer service. However, I didnt receive professional customer service from *****. Let me walk you through my entire experience at the dealership. See below.
  
  It was stormy on Tuesday. For good customer I was expecting for the car to be in the front. It was not I had to wait for about *************************************************************************************************************************** the front so I would not have far walk in this bad weather, it was parked on the far end.
  We did the test drive, which was ok.
  
  We got back to the dealership, and I went to her desk. I advised her that I spoke to ****** about the borrowed vehicle agreement. She didnt have no clue about the borrowed vehicle agreement, instead of her saying she will check on it. Her response was we dont allow this. I asked her to follow up with ******. She told me to hold tight why she go and get the final number. She came back with a figure around $50k. I said I was not expecting to spend that amount. I asked her what was the amount that they were offer for my trade in, she said 2k, I said wow that is low. She then asked me what price I was expecting for the trade in I said around $6,500. She laughed at me and told me that is impossible. At that point I felt disrespect and uncomfortable. She then asked me what is my out the door number. I wrote down 45K and then changed it to 42k. She said oh that is not going to work. I said we are negotiation right, just take it and lets see what he would say. Nevertheless, she came back with my keys never counter offer the deal, also never followed up on the borrowed vehicle agreement. I walked of Lexus feeling horrible. It bothered me so bad. I called back and ask to speak to ******. I advised ****** of my experience he stated to defend her laughter. At the end of the conversation, he started to understand the disrespect and the horrible customer service. He advised me that he would have another sales rep to call me. As f today no one has called. I assumed come to an actual Lexus dealership the experience would have been excellent and enjoyable. My experience was horrible. I hope you all take this matter serious as no employee should laugh at a customer or make them feel uncomfortable.

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

  

  Business Response

  Date: 09/09/2022

  We have discussed this with our General Sales Manager as well as both ***** and ******. There was no unprofessionalism in the interaction between ***** and the customer; ***** was given a number by the customer that we could not negotiate with due to current market conditions. We sincerely apologize, but we are unable to meet the customers expectations for price negotiation in this case.

• Initial Complaint

  Date:08/30/2022

  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 August 5, 2022, I turned my car ****** 3) into the Hennessy ************* center (************************************************************ *****) for a trunk latch replacement. The service technicians did not replace the requested trunk latch, instead addressed a recall notice, which had them replace the Forward Body Control Module (**BCM). I did not know they were going to do this until afterwards. I argued with the service manager for an hour, because he wanted me to pay for this, even though I did not request this service. He angrily told me to come pick my car up.When I got in my car at the dealership, I noticed that the ** did not blow, the airbags were disconnected, and the turn signals did not work. They looked at it for 30 minutes before telling me they didn't know what the issues were. They insisted that the issues must have been pre-existing before I brought the car in. They stated that they "did not touch" anything related to these issues. This is a lie, and they know it. All of these issues are directly related to the **BCM, which they replaced. I have attempted to work with corporate, ***** ***, to get assistance from them. However, after creating a case number, they refuse to get back to me and won't answer their phones when I try to call for an update. I created that case two weeks ago, so it is clear they don't plan on doing anything.To sum: I turned my car into a local dealership for a simple part replacement. They instead replaced a control module. That replacement has caused several critical issues, and they refuse to fix their mistake. ***** *** is not helping me address the issue.

  

  Business Response

  Date: 09/02/2022

  ************ brought his vehicle to Hennessy ***** to get his trunk latch, key fob battery and recall done. He agreed on this work before the vehicle went into our shop (the original repair order is signed by the customer authorizing all work performed); his vehicle has never been to Hennessy ***** for service before. 

  Upon inspection by our OEM-certified technicians, ************ was advised that his trunk latch was working properly and didn't need replacing.

  ************ insisted that we caused multiple issues by replacing the **BCM. The **BCM is designed for wiper blade function and is unrelated to the ** system; **************** ** is working but his blower motor is not. ************** airbag warning light was on prior to service, and the turn signal light is not controlled by the **BCM. Our Service Manager, ***************************, stepped in and spoke to ************ about these issues as he was speaking disrespectfully to one of our service advisors.

  Our Service Manager offered to help with **************** airbag light. Upon further inspection, we found that the airbag light issue stemmed from a sensor located in ************** car door. Our shop ******* also looked at ************** blower motor; the motor came on but did not stay on. 

  Our Service Manager spoke with ************ on 8.5.22 and 8.6.22 about these issues and explained to him what was going on.  We gave ************ the price of the blower motor and offered to cover the price of installation if he paid for the part. ************ agreed to pay for the blower motor and our parts department overnighted the part on Monday 08.08.22. 

  Our Service Manager called ************ on Monday 8.08.22 to confirm that the part was coming in on Tuesday 08.09.22 and that they would set a time for ************ to come and get the part installed the next day. Our Service Manager then called ************ on Tuesday 08.09.22 when the part came in to set a day/time for installation. ************ never came in or returned our Service Managers phone calls or voicemail messages.

  We did not charge ************ for any labor or diagnosis fees. We are happy to work with him on the resolution that has already been offered and agreed upon.

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17796187
  
  I am rejecting this response because:
  I will quote the business's responses, and include my response under them.

  "************ brought his vehicle to Hennessy ***** to get his trunk latch, key fob battery and recall done."

    -This is incorrect. I brought my car in to have the trunk latch replaced, as it gets stuck occasionally. However, I did request they replace my key FOB as well once I arrived. I did not bring my car in for a recall or any diagnostics.

  "The **BCM is designed for wiper blade function and is unrelated to the ** system;"

  - This is not true. I have talked to multiple technicians about this (including ones at Hennessy and other ***** dealers) who have stated that the **BCM is one of three major modules that the blower motor, turn signals, headlights, and air bags have to go through. The **BCM does impact the issues that I am experiencing, which is why they became issues when the module was replaced. Either the module itself is faulty, or it was not programmed correctly. 

  "************** airbag warning light was on prior to service, and the turn signal light is not controlled by the **BCM."

  - This is just not true. My airbag warning light was absolutely not on prior to service. The turn signals are controlled by the **BCM as stated above.

  "***************************, stepped in and spoke to ************ about these issues as he was speaking disrespectfully to one of our service advisors."

  - I did not speak disrespectfully to anybody at the dealership. I did argue with ******* when he came out for the reason below:

  ******* argued with me for an hour over the phone (prior to arriving at the dealership) regarding a diagnostic fee (a diagnostic that I did not ask for), in which their diagnostic results showed no issues (green ratings across the board). Which means: either they failed to identify all these critical issues during their diagnostics; or there were no issues during the diagnostics but after they performed the module installation. However, instead of discussing a corrective action, ******* claimed that several components in my car just happened to stop working while in their possession during service. He further insisted persistently that it had nothing to do with anything "that they touched." Given all these circumstances, I feel like my reaction was warranted.

  "Our Service Manager offered to help with **************** airbag light. Upon further inspection, we found that the airbag light issue stemmed from a sensor located in ************** car door."

  - ******* did not try to help. Instead, he persistently attempted to gaslight me regarding whether the issues happened before or after I dropped off my car, implying that I was not being truthful. If they found that the airbag light issue was connected to a door sensor, they did not inform me this detail at the time. 

  "************ agreed to pay for the blower motor and our parts department overnighted the part on Monday 08.08.22."

  -I did not agree to pay for anything. I do not agree that the blower motor died. As stated above, based on discussion with multiple technicians about these issues (including ones at Hennessy and other ***** dealers), it is almost certainly related to the programming of the module that was done. Further, prior to dropping off my car at the dealership, my ** was working perfectly. In fact, I have not had any issues with my car for the past seven years (except for the trunk latch that does not work on occasions) until it was in their possession during this service incident. It is not a coincidence.

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

  

  Business Response

  Date: 09/08/2022

  Our Fixed Operations Director has attempted to contact ************ and would like to speak directly but ***** received a return call. We are requesting clarity on what exact repairs ************ is asking for in order to reach a resolution.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17796187
  
  I am rejecting this response because:
  
  

  Me and your Fixed Ops Director each attempted to get ahold of each other several times and failed. He would call me when I was in meetings, and my calls would go to his voicemail for probably similar reasons.
  In the meantime, I have had my car serviced by another ***** Dealership. I have attached their invoice and diagnostics.

  
  My complaint has been centered around three issues which were noted when picking up my car from your service department on August 5:
  

  1. The air conditioning not functioning
  

  2. The turn signals not functioning
  

  3. The airbags are disconnected

  
  This other ***** dealership has been unable to ascertain why item number 3 is disconnected, and requested that I have the *** module replaced. They wanted to charge me a large fee for this which I thought was too steep. So I am having an independent mechanic look at it instead. More to come on this.

  
  For this response I want us to focus on above items 1 and 2,for which I am requesting 3 things.

  
  Both when picking my car up at your dealership and in your written responses here, the Service Manager *************************** (and whoever writes these responses) have been adamant that not only did your installation of the **** not have anything to do with my issues, but that an **** does not even communicate with the blower motor or turn signals. As you can see in the attached invoice, items 1 and 2 absolutely are connected to the ****, and failed due to the fact that the module was not installed correctly.

  
  I am not a mechanic, as ******* was quick to point out to me, but I do understand the basic principles of cause and effect. When picking my car up, I argued with ******* for the better part of an hour in which he insisted that there is no way anything they did could have caused these issues to manifest. I ask you: How would it be possible for a mechanic to fail to see the connection behind installing a module that affects a cars electrical system, and several critical system failures occurring after the installation?
  

  Here are my requests for items 1 and 2:
  

  1. I would like reimbursement for the $184.18 that I had to pay to fix these issues.
  

  2. I would like a further $500 check for my trouble. For two months, I have been without a motor vehicle while attempting to get this resolved. Having to rely on friends and family for rides, having to take time off of work to handle these senseless repairs, and dealing with the rudeness, lies, and condescension of your staff make this request more than justified in my mind.
  

  3. Finally, I would like you to conduct an internal investigation and provide me an explanation for how this event transpired and provide me an apology for it.

  
  In particular, I would like you to explain if Leonards errors were a result of deliberate dishonesty or simple incompetence. I do not see a third possibility. Let me explain:

  
  Possibility 1, Dishonesty and Manipulation: ******* was very upset that I refused to pay for his pointless diagnostic fee for an issue that I had diagnosed before arriving at the dealership. At the end of the hour-long phone call, he angrily told me Come pick up your car. When I discover the new issues, he is not even remotely interested in actually assisting, because he is mad. He knows he probably messed up, but has no interest in taking accountability for that. He then deliberately lies and says that the blower motor died and needs to be replaced, for which he can both absolve himself of responsibility AND make some extra money charging me for a part I dont need.

  
  Possibility 2, Incompetence and Confusion: ******* decided to direct his staff to perform a recall service that they were incapable of installing correctly, and for which he genuinely lacks an understanding of. He genuinely believes that there is an entire module in ***** vehicles for which its only function is to control windshield wipers. Additionally, he has such a poor grasp of cause and effect, that the issues arising immediately after his installation didnt cause him to second guess himself at all. The perfect diagnostic results that came before the module installation was meaningless information to him. He was genuinely confused. But he does know how to install a new blower motor into a car with less than ****** miles on it.
  
  If Possibility 2 ends up being the finding of your review,perhaps ******* could go to some ***** training regarding ****s to prevent a similar issue from occurring to future ***** customers. Additionally, his complete inability to communicate amicably and provide basic levels of customer service suggests some training could probably be useful in that area as well.

  
  If Possibility 1 is the finding, I would expect immediate termination.

  
  Regardless of what you find, I think a written apology is in order. Nobody deserves to have to go through something like this. This has been, by far, the most absurd and infuriating customer service failure I have ever dealt with. All to get a simple item fixed on my car: the trunk latch.Which, after everything, remains unfixed.

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

  

  Business Response

  Date: 09/30/2022

  We ask the customer to please accept this as our written apology. We are in the business of selling and servicing vehicles as well as hospitality and customer service; we clearly missed the **** with Mr. Dean and regret to hear that his experience has been infuriating. This is not the kind of Hennessy experience that we grow our business on.
  
  With that being said, as an act of goodwill, we will be reimbursing ************ $184.18 for his repairs completed at another ***** dealership as well as the $23.72 he spent with us.
  
  We always emphasize coaching and improvement within our team and will continue to investigate this matter internally. We wish Mr. *********;the best of luck in his future dealings with *****.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 17796187
  
  I am rejecting this response because:

  Thank you for your response,I appreciate your words and clear desire to move towards a resolution.
  

  As a reminder, in addition to my request for an apology which you have provided, I am requesting financial reimbursement for:
  

  1. $184.18 for the direct costs to the **** issue and
  2. $500 associated indirect costs of finding alternate methods of transportation for two months and taking time off of work for associated transportation difficulties, including the time to have the vehicle serviced on weekdays.
  

  I truly wish these costs and circumstances had been avoided when I made my original requests at the dealership,but was ignored for the aforementioned reasons. Regardless, this is the situation I have unfortunately have had to deal with, so we need to respond accordingly. Please also provide the method of reimbursement you would like to take; a credit to the card used for the key fob may be the best option if possible.

  
  As we move forward, I recognize and share your desire to resolve this and to be able to move on.
  
  Thank you,
  ***********************

  

  Business Response

  Date: 10/10/2022

  After relaying this information to our General Manager and Fixed Operations Director, we will be reimbursing ************ for the two charges mentioned in his most recent response as an act of goodwill ($184.18 and $500). As of today, we have processed a check for $684.18 to be sent to ************** address on file. Again, we wish him the best of luck in his future dealings with *****.

  Customer Answer

  Date: 10/11/2022

  
  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.

  Just to ensure the address you have on file is correct, it is:

  **** **************; ***********, ** *****

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

• Initial Complaint

  Date:08/22/2022

  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.

  Afternoon,My name is ***************************. I have a few issues I need to address with my past car buying experience. I originally purchase a 2019 RX 350 back on July 23rd. I had a few issues with the cosmetic of the vehicle an how it passed Lexus certification. Brought the car in for repairs. I ended up trading for a 2019 ***** XC40 which came from the Atlanta store on August 13th. I had the vehicle for 2 weeks now. I took it to ***** to have to check the vehicle over and address the wheel vibration in the front end, ***** ended up replacing all the brake rotors at no cost, however the tech notice that the ***** had been repaired or wreck. The carfax shows a clean report. Please see the picture below. Ive contact carafe on this issue as well as filing a BBB complaint. Not sure what the outcome my be but just wanted to see what can be done. I owned several cars in my life and this has been the worse experience I ever had. The best solution is to give me a refund and I can go elsewhere to purchase a car. If the car had been wreck or body work this should be disclosed to the customer. Thanks

  Customer Answer

  Date: 08/24/2022

  Please retract my BBB claim. Was Able to resolve the issue

• Initial Complaint

  Date:08/04/2022

  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.

  I made arrangements to purchase a vehicle from ********************** in ****** ** after extensive price negotiation. I had been re-contacted by their salesperson, *********************, on July 30th to reinitiate negotiations which concluded on August 4th. I spoke with ************** at 12:08 pm who confirmed I had an appointment to pick up the vehicle from the dealership on August 6th. He instructed me to place a deposit online for the vehicle. The deposit was placed at 1:56 pm. At 6:08 pm i received a text message from ************** informing me that the vehicle had sold and I would be receiving a refund of my deposit.I spoke with the *** *******************, who refused to honor the agreement made between myself and **************.

  

  Business Response

  Date: 08/05/2022

  We regret that we were unable to sell ****************** that particular vehicle, though we would be **************** alternative options. We met with ****************** two times; as of last weekend, he informed us that he was going to continue looking. While it is unfortunate, another customer stepped in during that time and purchased his desired vehicle. We cannot hold vehicles for customers and are disheartened that we couldnt complete this transaction with him.

  Customer Answer

  Date: 08/06/2022

   
  Complaint: 17674014
  
  I am rejecting this response because: An agreement was made with an appointment scheduled to pick up the vehicle. And the deposit was paid on the vehicle within 2 hours of speaking with the salesperson.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/10/2022

  We understand ********************** frustration. That being said, we had not received a deposit from him at the time the vehicle was purchased. Unfortunately, there is nothing more we can do regarding the vehicle in question as it is pre-owned and unavailable.

• Initial Complaint

  Date:07/27/2022

  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 have a 2007 lexus rx 350 and the dashboard is cracking all over and Lexus said they sent me a letter which I did not get. They also said I was a month late to get the free repair. They will not honor that repair.

  

  Business Response

  Date: 07/28/2022

  The customer needs to file this ******************** complaint against Lexus *** in *****, ***** for their dashboard issue. Hennessy Lexus does not decide on whether this repair is approved or not approved; we only compete the repairs. Lexus *** sends letters and decides on whether the customer is eligible.