Business Profile

New Car Dealers

Hennessy Automobile Companies

Complaints

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

Customer Complaints Summary

117 total complaints in the last 3 years.
43 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Against:********* ******** ******************************************************************** ************** ************************************** Sales **** Dino Manufacturer: ************** ?Complainant Info:Name: ****** ******* Email: *********************** Phone: ************ Vehicle: 2020 ******** CT5 350T VIN: ***************** Date of Purchase: March 13, 2025 Mileage at ********: ****** miles ?Complaint Summary:I purchased a 2020 ******** CT5 350T from ********* ******** on March 13, 2025, with ****** miles. Within days, I experienced multiple serious mechanical issues including a dangerous highway incident with my children raising major safety and disclosure concerns.?Key Issues:1.Transmission Pump Failure While driving on I-185, the vehicle jerked violently and lost power no warning lights showed. I had two children in the car, and this couldve led to a fatal crash. ********* confirmed this failure and has the car for repair.2.EVAP System Failure (Code P0451)The check engine light came on within three weeks of purchase, tied to a faulty fuel tank pressure sensor, creating both fire and emissions risk.3.Undisclosed Repair (P0027 Camshaft Solenoid)A camshaft solenoid was replaced by the dealership on the day of sale without disclosing it to me. I found out only after additional diagnostics this raises transparency concerns.?Actions Taken:Ive filed with the **** *****, Georgia Attorney General, and ***** opened Case #9-15056724435 but claims Im outside the Lemon Law period.The car remains at the dealership under repair.?Resolution Requested:Due to immediate, dangerous failures and lack of proper disclosure, I request:A full refund, or A replacement vehicle of equal or greater value, in safe condition.This vehicle was not fit for sale in its condition. I expect accountability from both the dealer and **.
Business Response
Date: 04/16/2025
The customer purchased the vehicle on March 13th and reached out on March 25th regarding concerns. He brought the vehicle in for service on March 28th. After initial repairs and delivery, a check engine light reappeared. The customer returned the vehicle, and we promptly provided a loaner while we address the issue. All services have been performed as a goodwill gesture, with no out-of-pocket cost to the customer. Repairs are currently in progress (as of Friday 4/11).
Initial Complaint
Date:04/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I purchased a new car from Hennessy Honda in Woodstock on Friday 4/4/25. Everything went smoothly with car delivery and paperwork. The car was freshly washed and still wet when we picked it up. I did perform a quick walkaround to assess the general condition of the car before driving off. While washing the car on 4/8/25, I noticed a deep scratch on the driver side front bumper. The scratch was only noticeable close up because of the location near a edge . I immediately reached out our salesperson, **** ******** at 9:37 am on 4/8/25. I sent him an image of the damage and explained the situation. I didn't hear back from Gage and called the dealership at 11:35 am on 4/8/25. I explained the situation again on the phone and was ensured that he would talk to his manager and get back with me. After not hearing back, I texted Gage again a 4:15 PM to follow up on whether he had heard any news and was told that "I have not we have been slammed the whole day he said he would let me know" I explained that I had the next day off and really wanted it to be resolved. Hoping that the dealership had someone that could perform minor paint repair. I received no response.On 4/9/25 I messaged Gage again at 1:55 PM asking if he had heard back from anyone and that I got a quote for repairing the area. I received no response. I messaged again on 4/10/25 at 1:19 PM stating that I had taken a picture of the car on day of purchase and the scratch could be seen in the image. I forwarded the image with date/ timestamp. There was some more messages exchanged but no concrete solution to the issue was provided. He said he would ask his manager but I never heard back. I even stated that I would pay for half the cost of repairing the damage if they would offer any reasonable solution. I never received a reply. I have included screenshots of all messages exchanged. I was hoping to have this resolved without resorting to filing a complaint with the BBB.
Business Response
Date: 04/16/2025
Our General Sales Manager spoke to the client and all is being resolved. We are going to get some touchup done for the client.
Customer Answer
Date: 04/17/2025
I did have a conversation with manager and will be bringing the car into the dealership tomorrow (4/18) to be fixed. I will provide my final decision on whether I'm satisfied after the car is fixed as promised.
Initial Complaint
Date:03/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Formal Complaint Regarding Unresolved Issues with Hennessy ***** I am filing a formal complaint regarding multiple unresolved issues with my vehicle purchased from Hennessy *****. Below is a summary of the key events:I bought my vehicle from Hennessy ***** on 05/27/2023.Coolant Warning: In January 2025, I received a warning (P0126) indicating insufficient coolant temperature.On 02/15/2025, I brought my vehicle in for thermostat repairs.On 03/18/2025, I received a high coolant temperature warning. Upon inspection, I found the coolant nearly empty, and the engine bay was contaminated with leaked coolant.On 03/19/2025, I emailed Hennessy ******On 03/20/2025, I was instructed to bring the vehicle in for repairs. I received an email on 03/22/2025 saying repairs were complete, but no document for repair detail. after requesting a repair report, I received no response.Despite several attempts to contact Hennessy *****, including emails and phone calls, there has been no meaningful response. They have failed to address my concerns, and I am still waiting for a resolution.Concerns and Reasons Coolant Leak: The coolant leaked for nearly a month, possibly causing internal damage due to engine overheating.Electronic Contamination: The leaked coolant likely contaminated sensitive electronic systems and wiring. ***** FL22 coolant is mildly conductive and corrosive over time, and even after cleaning, it could cause long-term damage.Long-Term Risks:Hidden corrosion in connectors and wiring.Electrical resistance and sensor failures.Moisture retention causing degradation.Delayed failures due to coolant exposure.Oxidation from crystallized coolant.Lack of Transparency: Hennessy ***** has ignored my attempts to communicate, leaving me unsure about what actions have been taken on my vehicle and what issues remain.Request :I am requesting a vehicle replacement or equivalent ****************** timestamps in the attached file are in ***** Standard Time
Business Response
Date: 04/02/2025
We regret to hear this client's concerns. Our Sales and ****************** Teams have been notified of this complaint and will be looking into the client's records, in order to provide an appropriate response to the client's desired resolution as soon as possible this week.
Customer Answer
Date: 04/03/2025
The response I received feels overly formal and insufficient. They have had more than enough time to prepare a response, as there has been at least a two-week period from when I first raised the issue until today. Despite this, receiving a generic response stating that they will "review" the matter now is both unfair and unprofessional in my view.

I am requesting a more detailed response that addresses the specific issues at hand.

Please kindly reconsider my case and assist me in receiving the fair compensation I am entitled to.
Business Response
Date: 04/11/2025
We appreciate the customer's patience as our Management Team looked into this one. The vehicle in question was brought to our service department on March 20, 2025, at 4:19 PM for a reported coolant leak. Upon inspection, our technicians determined that the cause of the leak was a pinched gasket on the coolant control valve.

As a gesture of goodwill, we replaced the coolant control valve gasket at no cost to the customer. We also thoroughly cleaned the engine area of any residual coolant and topped off the coolant fluid to ensure the vehicle was returned in proper working condition.

The repair was completed on March 22, 2025. The customer was promptly notified that the vehicle was ready for pickup; however, they have since declined to retrieve the vehicle.

Given that the issue was properly diagnosed and resolved at no expense to the customer, we must respectfully decline any request for a vehicle replacement or compensation.
Customer Answer
Date: 04/14/2025

Complaint: 23123631

I am rejecting this response because: During the previous coolant thermostat replacement, the coolant control valve gasket was improperly installed and damaged, leading to a coolant leak. As a result, my vehicle's engine bay was contaminated with coolant for nearly a month, and an engine overheating warning was triggered. Logically, I believe that, in addition to engine damage, the sensors, wiring, and other electronic components in the engine bay may have been damaged as well.

However, they are telling me to take the car back, assuring me that there are no immediate issues detected. I disagree with this approach. A ticking time bomb doesn't cause harm until it detonates. The coolant leak and subsequent contamination of the electronic systems, combined with the engine overheating, have made my car feel like a ticking time bomb. They said that any normal car is bound to experience failure eventually. However, it is undeniable that my car now has a significantly higher likelihood of breaking down compared to a normal vehicle, which cannot be overlooked.
Is it really important that no issues are identified at this moment? How many people would confidently believe that a car with such a history, even if no issues are found immediately, is safe to drive? (Of course, if the car were old and cheap, it might be acceptable, but I purchased a new car less than two years ago.) Why should I bear the consequences of their mistake, which has caused damage to my car, leading to potential hidden risks that haven't been identified yet? From a common sense perspective, this is unacceptable.

Additionally, the coolant leak is a clear reason for a reduction in the vehicle's value. They have caused both safety and financial damage to me, yet they are trying to pass all the disadvantages onto me without any mention of compensation.

Therefore, I am strongly requesting a vehicle replacement or a full replacement of the electronic components in the engine bay and the engine.

Sincerely,

Hwiseong ***
Business Response
Date: 04/23/2025
Our Service Director has reviewed this matter thoroughly; while we regret to hear these follow-up concerns from the client, we will be maintaining our position. The client has been provided with a courtesy vehicle for the entire duration of their vehicles stay with us. Repairs were made at no charge, and following those repairs, the vehicle was tested and is currently operating as designed and in good running condition.

While no repair can guarantee the complete prevention of future issues, we are confident in the quality of the work completed. The vehicle is now ready for pick-up, and our Service Director has offered to return the clients vehicle and retrieve the courtesy vehicle, which does need to be returned. We will not be replacing the vehicle or replacing full electronic components in the engine bay
Initial Complaint
Date:03/10/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Team,Need your help, my vehicle has been in and out of services 6 times at Hennessy Jaguar Land Rover Buckhead. The dates of service are 1/3/24, 3/22/24, 5/31/24, 6/27/24,12/26/24 and most recently Feb 2025. The charging system fault detected indicator comes on. During many visits the Service Manager ***** ****** gaslights us by stating things such as "this vehicle will need a trickle charger" we have not had the vehicle 2 months the first time the indictor came on. That is just one example of the gaslighting. We've also tried to work with Jaguar NA to overcome this and either replace or repurchase the vehicle as GA Lemon states if a person has issues 2 or more times within a 24 month period the vehicle will be eligible for the GA lemon law. Hope Hennessy and Jaguar NA came come together to help resolve this. Attached are pictures as evidence (this was taken approximately a week after our Feb 2024 visit.
Business Response
Date: 03/17/2025
Our Service Team is happy to bring the client's vehicle back and reinspect it for any current fault codes and relevant repairs. We contacted the manufacturer, and they offered the client $2000 to help trade out of this current vehicle and offered the guest an extended warranty. At this stage, the manufacturer respectfully declined the repurchase request. We will not be doing a repurchase of the vehicle.
Customer Answer
Date: 03/19/2025

Complaint: 23045478

I am rejecting this response because, we purchased the vehicle from Hennessy. Jaguar NA did NOT offer to repurchase our vehicle. We will not continue to bring in the vehicle to Hennessy after 5 previous visits and they were unable to correct the issue. Under GA Lemon Law our vehicle is eligible we hope that Hennessy will make it right. The gas lighting from Hennessy is UNREAL, $2,000 to "trade" in for a new vehicle will not even cover the MANDATORY additional fees that Hennessy charges.
BBB- will you please let me know if this case is ok to bring to arbitration again Hennessy, the company we purchased the vehicle from? I have all email from the past 5 service visits since 1 month after purchasing the vehicle all service records and a copy of the original invoice. I also have the gaslighting from the dealer as well. Purchase a trickle charger, are you driving it the "right way", "topping off" our coolant system (the coolant system is a closed loop system) topping off is not fixing another issue (not the one in hand).

Sincerely,

****** ****
Business Response
Date: 03/26/2025
The customer's follow up messages have been forwarded to our Management Staff, and we will have a response in as soon as possible this week.
Initial Complaint
Date:03/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on 11/29/2024 I took my 2020 Jaguar F pace SPR to Gwinnett Jaguar to have it serviced and repaired. After the diagnosis they determined that they need totake the supercharger off the car and redo the cooling system and they promised that that would take care of the problem. After I paid $9000 for that service a week later, the car starts misfiring smoking and I take it back in and they say that theyre scoring on cylinder one Ive never had a problem with cylinder one and they weresupposed to have done a scope into the cylinders and check the compression when I took it in on 29 November and they told me that everything was fine then. Evidently they have dropped something into the oil or the oil got contaminated and thats whats causedthe cylinder scoring because it was perfectly fine when they started working on my vehicle. I have tried bringing that up to them, but they dont acknowledge it and now I need a new murder. Jaguar quoted me $26000 for a new motor. When I believe its their fault that it is was damaged. I took it to solo motorsports and they agreed that the cylinders were not scarred they worked on it either because they also did a scope in the cylinders tested compression before I brought it into Jaguar.
Business Response
Date: 03/24/2025
Our Service Director is currently looking into this case; we will have a response to the client's desired resolution submitted **** this week.
Customer Answer
Date: 03/24/2025
well they havent offered any sort of resolution. they only say they will get back to me, so im neither satisfied nor dissatisfied.
Business Response
Date: 03/31/2025
Our Service Director, ***** *******, communicated that he would be looking into and working on the details of this complaint over the weekend. Submitting this response only to hold place. Will be reconnecting with Mr. ******* early this week.
Customer Answer
Date: 04/01/2025
again Im neither satisfied or dissatisfied with the response because theyre just prolonging or asking for more time I believe. No one from ********* has reached out to me to ask me anything or have any kind of dialogue with me personally. And as Ive been reading, I believe the garage keepers liability act would cover this incident because they are legally responsible for any damage to my car thats done through negligence or any other any other problems such as a technician that made a mistake or Overlooked something resulting in contaminants in the oil. which would explain the cylinder scoring. And why they didnt see that whenever they did the initial compression test.
Customer Answer
Date: 04/02/2025

Complaint: 23043104

I am rejecting this response because:
again Im neither satisfied or dissatisfied with the response because theyre just prolonging or asking for more time I believe. No one from ********* has reached out to me to ask me anything or have any kind of dialogue with me personally. And as Ive been reading, I believe the garage keepers liability act would cover this incident because they are legally responsible for any damage to my car thats done through negligence or any other any other problems such as a technician that made a mistake or Overlooked something resulting in contaminants in the oil. which would explain the cylinder scoring. And why they didnt see that whenever they did the initial compression test.

Sincerely,

******* ******
Business Response
Date: 04/03/2025
We appreciate the client's patience and are happy to work with the client on repairs for his vehicle. We will just need to take a look at what he is going to need.
Initial Complaint
Date:02/27/2025
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 9/23/24 I brought my 2020 ***** Miata to ********* ***** for a customer-supplied key fob programming. Service advisor **** warned me that it might not work, as sometimes *****s reject keys that have already been programmed to other vehicles. I said I'd take the risk. After 15 minutes of labor they returned my vehicle and said the new fob worked but there was a permanent CEL. I was not warned of this possibility. **** said the *only* way to remove it was to purchase TWO new OEM fobs from *********, unprogram the old fob and program both new fobs. Quote was nearly $800. And despite me already paying a full hour rate ($179) for 15 minutes of labor, I'd have to pay another $179 for another 15 minutes. Unacceptable. But it gets worse. Shortly after my visit I received a ***** Customer Experience survey and gave some aspects a 10/10 and others a 3/10. I was fair, honest and direct. On January 3rd, 2025, I returned to ********* ***** for some basic recall work. When I walked in, **** said "I remember you..." in a derisive, disdainful tone. It was immediately apparent that she'd been made aware of my survey responses, which made the interaction incredibly uncomfortable. When the service was done, she demanded "Are we getting a 10 this time?" Baffled by her audacity, I replied "Well, things went fine..." "Because you gave us a 3 last time" she interrupted. "Umm...""Yeah, it was a 3." she said within earshot of the other customers in line. I calmly said "****, if you wanted a 10, I don't think confronting me about my previous survey results in front of the other customers was the way to get it." "Thanks for letting me know," she replied, brushing me off. I called ************************ to report my concerns about this hostile interaction. They urged me to email *** *********, who I emailed on 1/4, 1/28, and 2/10 with no response. I'd simply like a refund of my $179 and an apology. I will also update my public ****** Review with the business's response.
Business Response
Date: 03/06/2025
Our Service Director attempted to reach out to the client, but the number that was provided in this complaint is no longer in service. He reached out to the number that we have on file and left a voice message; he is intent on handling this complaint with the customer directly to reach a resolution.
Customer Answer
Date: 03/06/2025
Please ask them to email **************** or call ************ (my personal cell).
Business Response
Date: 03/12/2025
This contact information is being passed along to our Mgmt Team now/before end of day.
Customer Answer
Date: 03/12/2025
Manager *** ********* called my cell today, confirmed that I had been emailing the incorrect address for him. Human error on my part. He also notified me that the problematic staff member had since been terminated since I wasn't the first to raise concerns about her. He also agreed to refund my $179 labor charge as requested. Upon receipt of the check, I will accept the business' response and close out the case.
Initial Complaint
Date:01/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dropped off 2012 **** Focus ********* **** on 1/12/25 for 1/13/25. After multiple calls from me a technician finally looked at my car (CPV recall) around 1/17-1/19. I never received followup. Finally **** left a voicemail stating my car was ready but no work had been done. After 3 weeks I did not care as I wanted my vehicle back. I picked it up 1/30/25 from ***** (took 1/2 hr for them to find my car). I received no paperwork just an explanation that they could find nothing wrong w/my car. However there was a huge CRACK on the passenger interior windshield when my 2012 focus was given back to me. The crack is barely visible from outside but highly visible from inside - no explanation no repair. This us UNACCEPTABLE and ********* companies needs to repair my windshield their technician or service advisor damaged. I have never dealt with a worse company from lack of follow up, poor customer service, chaos, poor organization and then quality control (not informing me of damage the dealership did to my car and when I called I was told they would follow up. No remedy was provided. I am dissatisfied and dissatisfied with this company.
Business Response
Date: 02/06/2025
This client's vehicle is currently in shop for glass replacement (as of 2/4); we are working directly with the customer to get this one resolved.
Initial Complaint
Date:01/30/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a vehicle on December 13 for $158,000, and despite the commitment to providing the necessary paperwork, I have yet to receive it. This delay has caused significant inconvenience, including an embarrassing situation at the tag office when attempting to obtain my tags after they had expired.When I spoke with ***** *******, he informed me that the vehicle was sold without having the title and implied that this is a standard business practice. This response is both unacceptable and unprofessional, as it disregards the basic obligations of a transaction of this magnitude. I have also attempted to address this matter with *** Jeaurgen and sent an email on January 28, 2025, but have not received any response.I have given ample time for this issue to be resolved, yet communication has been nonexistent. I will be visiting your facility today in an effort to speak with someone in person. However, if this matter is not resolved promptly, I will be forced to take more decisive action.I expect an immediate response and resolution. My time has been disregarded throughout this process, and I will not continue to tolerate such negligence. Please address this matter without further delay.
Business Response
Date: 02/06/2025
Our Sales Director, *** ******, is in contact with the customer and working toward a resolution on this matter.
Initial Complaint
Date:01/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This seatbelt issue has been ongoing for over a year and a half. I first brought the car to this dealership multiple timesabout three visitsseeking a resolution, and today marks the fourth. The drivers side seatbelt kept getting stuck, where it would jerk and freeze upstop, pull, stop, pull, repeat. Then, on January 22, 2025, after it had snowed the previous night, I picked up my parents' car, and the seatbelt was completely locked, preventing me from using it. I urgently stopped by the dealership in Gwinnett but without offering a proper explanation, they simply said the entire seatbelt needed repair. They didnt address the ongoing issue or attempt to diagnose it properly. Instead, they started talking about tires and seemed to completely forget why I was there in the first place. I scheduled an appointment with this location, but Hennessy Lexus of Gwinnett didnt appreciate the tone of a private conversation I was having with a friend. They didnt like me challenging them, so as a form of retaliation, they contacted this location as I was on my way. Under Georgia's Lemon Law, Lexus failed to provide the necessary information to consumers and neglected to repair the seatbelt when the issue was initially reported for safety concern. Then they swarmed out and surrounded my father and yelled at him to leave. When my father called, they lured him back and then **** aggressively threatened my father and told him to leave. When I came out strong, challenged them, and stood up for myself, they falsely accused that I was hostile and aggressive when I wasnt, they were.
Business Response
Date: 01/29/2025
This client visited Hennessy Lexus of Gwinnett on January 22, 2025. Our ****************** was not open due to inclement weather, but we allowed her to enter early until we opened and could address her concerns. We offered a replacement seatbelt under warranty, provided a loaner vehicle, and ensured the proper steps were taken to assess the issue.

However, the interaction soon escalated as one of our Service Advisors, following protocol, used our DealerWare app to take the customer's information for a loaner vehicle. The customer became belligerent, cursing and accusing our staff of violating her rights. She went on to made derogatory remarks about our employees, calling our *************** Manager a "liar" when she politely informed the client that we do not save loaner information. At this point, our Service Director stepped in. The client was asked multiple times to remain respectful of other guests, but her behavior continued to escalate. At one point, she made offensive comments, including saying she did not trust "southern white men" and using racially-charged expletives against our *************** Manager as she was checking in the client's returned loaner vehicle.

We are aware of similar incidents at our sister location, where the client later went and had been asked to leave due to disruptive behavior. The client later posted negative reviews on **** making baseless and harmful claims about our staff being racist; these were responded to by our team and subsequently removed by the client.

We sincerely regret that this situation escalated, but we must emphasize that the behavior exhibited by the client was inappropriate and affected not only our staff but also other customers. We will not be doing business with this client at our location and wish her the best in her future endeavors with Lexus.
Customer Answer
Date: 01/30/2025

Complaint: 22845800

I am rejecting this response because:
I never asked any of these incompetent and discriminatory businesses to repair my **** fixed the seat belt myself. My only intention was to leave a review exposing the dealerships racism and unethical practices toward those they dislike or those who challenge their misleading services.

Its absurd that they assume I would still want to do business with them when they are the last place I would turn to. Their service has become blatantly discriminatory, and their arrogance is astonishing.

I also want to make it known that a service member named ***** knowingly took possession of my passport while I was searching for it. He only decided to return it after learning I had reported it as lost or stolen. That same day, a group of aggressive southern white men and a few women swarmed around as if they were hosting a white supremacist gathering. It was appalling.

After purchasing five Lexus vehicles from this dealership, my familys money is far more valuable than being subjected to their mistreatment. I refuse to support a business that operates like a circus.

They are very sad and miserable white supremacy culture. They clearly know that it my parents car and the seat belt was an urgent matter. Its sad how their are parents and this is what they show to their children very poorly educated people.

Please note that I didnt read their response because its waste of my time. Their essay and ***** story can be tossed into a garbage can. If the language isnt their style its not my responsibility.
At this point, providing a respectful tone has exceeded my kindness.
Sincerely,
********* **********
Business Response
Date: 02/06/2025
Our ***************** Team is crafting a response to this client's rebuttal. We will submit **** via email or the BBB portal.
Initial Complaint
Date:01/17/2025
Type:Customer Service 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.
Dear Better Business Bureau,I am filing a complaint against Hennessy Porsche North Atlanta regarding my purchase of a certified pre-owned 2012 Porsche 911S Cabriolet on May 17, 2024. The dealership, located at **************************************************************************************** the vehicle as meeting *******'s Certified Pre-Owned (CPO) standards.Shortly after purchasing the vehicle remotely from ***** ********, online sales manager, I discovered significant cracks on the headlights. The dealership attributed this to normal wear and tear, but I find this explanation unacceptable for the following reasons:1. Severity of Damage: The cracks are extensive and appear to result from improper removal of protective film rather than standard wear and tear.2. Expert Confirmation: A Porsche dealership in *********, ******** (**** *******-Serve Advisor), confirmed the cracks were caused by improper film removal, not normal use. They also stated such damage would typically disqualify the vehicle from certification. My warranty claim for the headlights was denied because the damage was considered misuse.3. Lack of Disclosure: This damage was not disclosed during the sales process or included in the certification inspection documentation.4. Misrepresentation of Certification Standards: I purchased the vehicle sight unseen, trusting Porsches CPO process and the salespersons assurances. If the damage had been disclosed, I would have either negotiated a discount or declined the purchase.I contacted the dealership, but they refused to address the issue. I request that Hennessy Porsche North Atlanta replace the damaged headlights and ship them directly to me in ********, as I am willing to cover the installation costs. Alternatively, I request appropriate compensation for this issue.I have supporting evidence, including photos, documentation, and expert opinions, and am happy to provide them upon request.Thank you for your time and assistance.
Business Response
Date: 01/24/2025
Per our Pre-Owned Sales Manager: We regret to read this complaint from the client. Mr. ** purchased this vehicle from us on 5/17/2024. Prior to delivery, our sales representative, ***** ********, provided him with multiple emails and videos showcasing this vehicle. To the best of my knowledge, Mr. ** did not express any concerns regarding the vehicles condition until now. At the time of sale, the vehicle passed its Certified Pre-Owned (CPO) inspection. Considering the time that has passed and the potential for damage during the clients use of the vehicle, we see no justification for offering compensation at this point.
Customer Answer
Date: 01/27/2025
Before purchasing the vehicle, Mr. ******** provided me with two video clips and several photos of the car. Unfortunately, the images and videos were of poor quality, blurry, and failed to clearly showcase imperfections, including cracks on the headlights. I've decided to purchase the vehicle as Mr. ******** assured me that the vehicles condition was suitable for certification, and I also trusted Porsches rigorous *** inspection standards, despite the vehicle being 12 years old at the time of purchase.
After noticing the headlight damage, I initially did not raise concerns because I believed the issue would be covered under the certified warranty, and I was extremely busy at the time. However, during my visit to the Porsche dealership in *********, **, on January 17, 2025, service representative **** ******* and a technician thoroughly examined the headlights. They concluded that the cracks were caused by improper film removal, not regular wear and tear.
Based on their findings, the dealership declined warranty coverage. The ********************** advised me to contact Porsche Hennessy directly, as they believe the vehicle should not have passed the Certified Pre-Owned (***) inspection with the headlights in their current condition. Additionally, they emphasized that the seller should have disclosed this issue prior to the sale, which did not happen.
On January 17, 2025, I sent an email expressing my concerns about the condition of the vehicle, and I received a response from Mr. ********* In his email, he confirmed that the photos taken prior to the purchase clearly showed the imperfections, admitting that the damage was visible at that time. This confirms that the damage existed before I took ownership of the vehicle. My primary concern is how this vehicle passed the Certified Pre-Owned (***) inspection despite such significant damage to the headlights, which will cost approximately $5,000 to repair. In his email, Mr. ******** referred to the damage as "normal wear and tear" for a 13-year-old vehicle. However, this characterization is inaccurate, as the cracks were caused by improper handling prior to my ownership and not due to standard wear and tear. Given that I purchased the vehicle for over $63,000, I had a reasonable expectation that a Certified Pre-Owned vehicle would not have such damages. This issue undermines the integrity of the *** inspection process, and I believe it warrants further investigation and resolution.

I am disappointed by Porsche Hennessys handling of this matter, particularly their suggestion that the damage could have occurred during my use of the vehicle, despite Mr. ********* acknowledgment that the damage predated my purchase. I am attaching all relevant email communications, including Mr. ********* admission regarding the pre-existing damage.
Thank you for your time and attention to this matter.
Business Response
Date: 02/06/2025
We regret reading these concerns from the client but would like to provide clarity. Mr. *** concerns about cracks in the headlights were first raised in January 2025, nearly eight months after the vehicle was delivered in May 2024. At the time of delivery, no issues with the headlights were reported, and they were inspected upon arrival. The damage in question is consistent with normal wear and tear, particularly given the vehicles age (over 12 years). The headlights are functioning as intended and were not considered for replacement during the Certified Pre-Owned (CPO) inspection, as they do not fall under the warrantys coverage for cosmetic damage and no damage was reported or documented prior to delivery. We understand that Mr. ** has received an opinion from another dealership regarding the cause of the cracks. However, this opinion is not based on the criteria set by ******* for *** certification. We believe that any issues should have been raised immediately upon receipt of the vehicle.
Customer Answer
Date: 02/11/2025
Thank you for your response regarding my concerns about the pre-existing damage to the headlights of my Certified Pre-Owned (***) *******. While I appreciate your attempt to provide clarity, I must respectfully disagree with several points raised in your response. Below is a detailed rebuttal addressing each issue in line with general consumer protection laws and fair business practices.
1. Timing of My Complaint
Porsche Hennessy states that I raised my concerns in January 2025, approximately eight months after purchasing the vehicle. However, the timeframe does not absolve the dealership of its responsibility to accurately represent the vehicles condition at the time of sale. Under consumer protection laws, including the ********-**** Warranty Act and various state Deceptive Trade Practices Acts (DTPA), sellers cannot misrepresent or fail to disclose material defects that could affect a consumers purchasing decision.
Mr. ******** explicitly confirmed in his email that the cracks were visible in the photos prior to my purchase. This establishes that the damage was pre-existing, rather than occurring during my use of the vehicle.
My decision to initially refrain from raising concerns was based on my reasonable expectation that the Certified Pre-Owned (***) warranty would cover such defectsan expectation reinforced by Porsches *** program itself, which emphasizes rigorous inspections to ensure high-quality vehicles.
The fact that I reported the issue later does not negate the dealerships duty to have properly inspected the vehicle prior to certifying it.
2. *** Inspection & Warranty Coverage
Your response states that the headlights were functioning as intended and that cosmetic damage is not covered under the warranty. However, the key issue is not mere cosmetic wear but improper handling before the sale, as confirmed by the Porsche Arlington service team.
According to the ************************ (***) Used Car Rule, a dealership must ensure that representations made about a vehicles condition are accurate. Certifying a vehicle that has existing damage contradicts the advertised *** standards.
The Uniform Commercial Code (UCC) ***** establishes an implied warranty of merchantability, which requires that goods sold must be fit for their ordinary purpose. A *** vehicle, by its very nature, carries an implicit assurance of a higher standard than an uncertified used car.
The Arlington Porsche dealership technicians determined that the cracks were not caused by regular wear and tear but by improper film removal, an issue that should have been identified during the *** inspection. If the damage was present before I took ownership, then the certification process failed to uphold its intended quality control measures.
3. Lack of Disclosure & Misrepresentation
Your response implies that the damage was not documented prior to delivery, yet Mr. ******** admitted in writing that the imperfections were present in the photos he provided before the sale. This raises concerns under consumer fraud statutes, as failure to disclose known defects can constitute misrepresentation.
The FTC Act (15 U.S.C. 45) prohibits unfair or deceptive business practices, including omitting material information about a products condition.
Many state laws, such as the Georgia Fair Business Practices Act (O.C.G.A. 10-1-390 et seq.), prohibit the sale of a vehicle under misleading pretenses. Given that I purchased this vehicle under the belief that it had passed an industry-standard *** inspection, I relied on Porsches representations of quality.
4. Next Steps for Resolution
Given the clear evidence that the headlight damage existed prior to delivery and should have been addressed under the *** inspection process, I request that Porsche Hennessy:
Cover the cost of headlight repairs or replacement, as the damage should not have passed *** certification.
Provide documentation of the original *** inspection report, including any specific evaluations of the headlights.
Reevaluate the *** certification process to prevent similar oversights in the future, ensuring consumer trust in Porsches program.
I have attached all relevant communications, including Mr. ********* admission regarding the pre-existing damage. I trust that Porsche Hennessy will act in good faith to resolve this matter fairly. If we are unable to reach a satisfactory resolution, I may be compelled to explore additional actions through the Better Business Bureau (BBB), state consumer protection agencies, or legal channels.
I look forward to your response.
Sincerely,
***** **
Business Response
Date: 02/27/2025
Our higher Management Team is working on a response to this one and needs to thoroughly review due to the contents of the rebuttal. Please accept this as an intermittent submission; we will have a formal response ready as soon as possible to submit via BBB.
Customer Answer
Date: 03/21/2025

Hello BBB, I am requesting that my complaint (#********) be reopened. The business provided intermittent responses, indicating that they would follow up, but ultimately failed to provide a resolution. Unfortunately, I checked their last response too late, and the case was closed without a final response from them. Given this, I would like the case to be reopened so the business can properly address my concerns. Please confirm once this has been processed. Best, ***** **

Sent from ***** ** (*******************************************************************************************************)
Business Response
Date: 04/03/2025
We appreciate the client's patience and are happy to work with the client on repairs for his vehicle. We will just need to take a look at what he is going to need.
Business Response
Date: 04/10/2025
"Thank you for the opportunity to respond to this concern.

The vehicle in question successfully met the Certified Pre-Owned (***) standards at the time of inspection, including functionality of the headlights, which operate as designed. Minor wear on the headlight covers is consistent with normal use and age of the vehicle. As this is a 13-year-old pre-owned car, some cosmetic imperfections are expected and were not misrepresented.

While we understand the clients concerns, the issue cited is not covered under the Porsche *** warranty and is not a disqualifying factor under the *** inspection guidelines.

We respect the client's right to pursue further steps, but we remain confident in the integrity of our process and our previous response."

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