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

  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

  

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:01/15/2025

  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 Range Rover from Hennessy jaguar in ****** in 2022. After a year we decided the car did not have enough space to travel comfortably. We decided to trade it on something bigger. When we attempted to trade it in 2023 we found out it is a lemon, which we knew nothing about. When I contacted the salesman that we bought from, he said well its your job to read the carfax. So we thought it was our fault since we in fact did not see the carfax. After I did research I came upon the documents we signed at buying. I found the only document that was about being a lemon. It says is this vehicle a lemon? With a yes and no box. The no box was computer checked with an x. Then it is scribbled out and hand marked with an x in the yes box. I attempted to speak with the ** to find out what they are willing to do. He basically told me we put too many miles on for him to work with us much. After going back and fourth and not hearing back I called the dealership to try to get some results as we had kept the car for over a year because we cannot get rid of it. I spoke with a new ** and he explained that when they sell a lemon vehicle there are multiple documents to sign, including the carfax. So you know without a doubt that your buying a lemon vehicle. We drive 6 hours to get a vehicle. If there was anyway we would have know that the vehicle was a lemon, we would have picked out another car on the lot. After telling me the ** was willing to work with us the dealership has ignored all attempts to communicate by phone, by email, and through contact with the **************************.

  

  Business Response

  Date: 01/22/2025

  Our General Sales Manager, *** ********, has noted that the client signed multiple documents for a buyback vehicle and knew the vehicle's deal history. Mr. ******** is out of the office today due to weather restraints, but we are happy to submit relevant documents once he is back tomorrow.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22817550
  
  I am rejecting this response because:

  there was one document which pertained to a lemon vehicle that was signed. It was hand scribbled out and changed to yes. It is against the law to alter documents after a signature is provided. If this was done while it was being presented to my wife she would have initialed it. As a professional business that should be common practice in situation like this. The * on the yes box is clearly the same * used on the other documents in our file. That proves that one of your employees forged the paperwork. As by definition, Forgery is the act of altering a document with the intent to deceive someone. If there were no intent to deceive someone the document would have been re-printed out with the correct markings or at the least, initialed by the consumer. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 02/06/2025

  We are submitting 5 supporting documents with the client's signature, as absolutely no forgery occurred.

• Initial Complaint

  Date:01/15/2025

  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.

  I am writing to file a complaint against Hennessy Lexus regarding their unethical business practices and with the people in service by the name of Ron,Darius, and whoever their service manager is, I believe his name is *** as well but unprofessional behavior during my recent experience with their service department.I was quoted $220 for a diagnostic on my vehicle and had it towed to the dealership based on that quote. Once my vehicle was in their possession, I was told the diagnostic cost had increased to $440, double the original quote. Despite multiple attempts to get an explanation for the price increase, I received no clear response. I was told I would receive a call back, which never came. Instead, I was abruptly informed to pick up my vehicle because I had disagreed with the pricingan inaccurate statement, as I only sought clarification, not refusal to pay.This bait-and-switch tactic of quoting one price and increasing it after the customer is reliant on their service is unethical and feels like deliberate exploitation.The dealerships staff was also extremely unprofessional. My vehicle was held for a week with no updates, and when I tried to address my concerns, I was repeatedly interrupted, dismissed, and treated with indifference. Their unwillingness to communicate respectfully reflects poorly on the business.Additionally, it seemed like the staff exaggerated the severity of my vehicles issues to pressure me into accepting higher costs. When I asked reasonable questions about their findings, I was met with hostility rather than transparency.Overall, my experience with Hennessy Lexus was deeply disappointing. Their deceptive practices, poor communication, and disrespectful treatment of customers are unacceptable. I hope this complaint leads to a review of their operations to prevent others from enduring similar experiences.

  

  Business Response

  Date: 01/21/2025

  We regret hearing about this client's experience and would like to request clarification on the customer's desired resolution before submitting a detailed response. We are happy to provide an explanation of charges if that is the sole desired resolution.

• Initial Complaint

  Date:01/10/2025

  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.

  I am making this complaint because my experience buying a car at Hennessy ***** has been terrible from start to finish. I am from out of state, and I purchased a used car from said dealership. After spending a full day and having to return the next day because of miswritten paperwork, I finally received a ****** Altima with a key that is not working properly and a tow hitch that is not specified to the car and DIY mounted and wired throughout the bottom. I was told to just Take it to a ****** dealership. I was then charged $712.25 for removal of the tow hitch at the ****** dealership; they took care of the key as a courtesy. Furthermore, I have been trying to get in contact with a Finance Manager for an extended period of time about a Tracking Number for my Registration and Title Application for NYS. I have paid all due fees through the dealership and I now have temporary tags that are expired because I cannot simply get in contact with someone who can assist in this matter. I have left several messages on numerous occasions and have not received ANY form of communication back in the slightest.

  

  Business Response

  Date: 01/23/2025

  We deeply regret hearing this complaint from the client; we are requesting clarity on the refund being asked for.

  Customer Answer

  Date: 01/24/2025

  The request for refund is for the labor I was for removal of the tow hitch. I could not remove the tow hitch myself because the hitch was not specified for the car. Therefore, it was bolted and wired in a way that only a professional could undo. It was interfering with the suspension of the car. The car that I purchased was a ****** Altima, and they are not rated for towing. There is no factory tow hitch made for the car. I was not informed of this before purchasing the vehicle and was definitely not prepared to pay additional money to have it removed. 

  

  Business Response

  Date: 02/02/2025

  Our Management Team was not made aware of the situation with this client before reading this complaint; they are currently in the process of locating and looking into this client's record to give a more detailed and definitive response.

  Customer Answer

  Date: 02/10/2025

  Currently waiting for a response. Also, Title and Registration problem still not rectified. 

  

  Business Response

  Date: 02/23/2025

  We regret hearing this complaint from the client. Per Our General Sales Manager on Fri, 2/21: The Sales Representative mentioned is no longer here, though probably did tell the client to take it to a ****** store because the client is in NY and the vehicle is registered in **. The hitch was on the car when the client bought it. Tag and title are still waiting on documents to process the client's title. I (General Sales Manager *** *********) will reach out to the customer and see what he says. 

  Customer Answer

  Date: 03/02/2025

  Awaiting a phone call from the business.

  

  Business Response

  Date: 03/10/2025

  This comment from the client is being passed along to our Management Team and specifically General Sales Manager, to ensure that they have received outreach or will receive it as soon as possible this week.

• Initial Complaint

  Date:12/31/2024

  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.

  How this company has an A+ rating is beyond me, because the ****** complaints are terrible. But my 2019 **** Mustang has been at the dealership for 1 month now. I had to put some fire under the service *** to finally get an answer today. My **** warranty covers for 5 years/60,000 miles but they're denying my car needing a new engine (which we know is not the real issue here but hey) and instead are trying to make me pay $18,000. I'm not sure what the strategy is here - but I need this ***air to be covered under the warranty, because a 5 year old vehicle should not need a new engine. And let's not even talk about the service *** trying to rip me off by charging me for 2 services fees for 2 related issues. I called him out on this and he corrected it but it's clear they get some type of commission or have to maintain some sort of metrics. Not stopping until they ***air my vehicle UNDER WARRANTY. The only reason I bought this car from the **** DEALERSHIP is because they told me it was still under warranty!! This car is used to make me money and I have been out of an income for over 1 month now. I am a single mom of 2 kids and now completely screwed because of your dealership.

  

  Business Response

  Date: 01/13/2025

  The client purchased their vehicle from a non-Ford dealer without any extended warranty coverage. The client's vehicle needs an engine but is past coverage due to time. We submitted her case to **** as a gesture of goodwill and they declined. Our Service Manager, ****** ******, personally spoke with the client and let her know that we cannot do anything else at this time.

• Initial Complaint

  Date:12/13/2024

  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 paid a refundable deposit of $ ******* on 11/23/2024 on a vehicle. Later on the same day we decided not to buy. I emailed to Sales person **** ********* on the same day about our decision to drop idea of buying Lexus and requested to refund my deposit. I have no answer or my deposit back.

  

  Business Response

  Date: 01/08/2025

  Our General Sales Manager, **** ****, communicated very positively with the customer on 12/26. The customer's refund check was FedExed to him on that same day ($1000). It was delivered 12/27/2024 at 1:16pm. Tracking number may be provided if the customer requests. 

• Initial Complaint

  Date:12/12/2024

  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.

  My husband and I purchased a car from this dealership on October 23, 2024. We were required to purchase an anti-theft GPS protection called Apex. However, we never received any instructions on how to access or use the Apex software, in the case that the car did get stolen. I corresponded with the salesman who worked with us via text and over the phone about this for a few weeks, and he said each time that a member from the finance team would be in contact with us. Never heard anything. On November 21 (almost a month after purchasing the car), I was informed by the salesman that, and I quote, "It (our car) had been disconnected (from Apex) and we would have to have it back here to reconnect or we can just refund you the money for it. Whichever you want." We chose to get a refund via check, and were informed it would take about 3 weeks. I said that was fine, and that I would reach back out closer to the time. On Friday, 12/6, I reached out to the salesman for an update on the refund. He said he was told by the finance worker that "we should be all good for next week" but did not know what day yet. I checked back in on Wednesday, 12/11, for another update as I had not heard anything else. He informed me that the finance worker was working on it. I receive a call today, 12/12, that our refund was not approved because the system was already installed on the car. Never once was I told that the refund was something that needed to be approved. Even though our car has been somehow "disconnected" from this ************ and we have no way of using the product we paid $750 for, we can't get refunded. Strange that it can be installed yet not accessible to **. I was told we could get a refund, and almost a month later I am being told I can't. I am extremely disappointed in the lack of accurate communication on this and how long this has been drawn out. We are stuck with a product that we paid for and have no way of using at the expense of this dealership.

  

  Business Response

  Date: 12/19/2024

  We regret to hear this concern from the customer. We did end up letting the customer know that there would be no Apex refund, as our Finance Team found a way to get the customer's Apex reinstated. We have attached a copy of this; the customer's sales representative informed them of this on Monday (12/16) as well.

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22679113
  
  I am rejecting this response because:

  I was told by the salesman on 12/12 over the phone that it could get reactivated (same day I was told we were not approved for the refund), and yet we are still waiting for this to actually happen. He told my husband over phone on Monday 12/16 that it would be ready by Thursday or Friday, yet when my husband called him on Friday he said it was still not ready. Everytime we call for an update, it is never ready and there is always a delay. My husband and I will keep pushing this until we either get the product we paid for or get our money back.

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

  

  Business Response

  Date: 12/23/2024

  Our General Manager, ***** ****, has sent over the paperwork for Apex reinstatement. Our Finance Manager, ****** *****, is in the process of following up on this matter to ensure that the client's reinstatement is successful.
  

• Initial Complaint

  Date:11/26/2024

  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.

  We purchased a 2021 Range Rover Sport online. It was a Certified Pre-Owned (CPO) vehicle. The purchase was in September 2024, and the delivery date from ************* Rover was on October 12, 2024. Upon receipt, we found out that the car had damage to the front in and the adaptive cruise control was inoperative. Speaking with *** ******** (General Manager) he informed us the car was under manufacturer warranty, it is but not for damage. We live in ************* and took the car to the Range Rover dealership in *********/*********, **. My husband and I had to pay out of pocket ******** for repairs. Range Rover *********/*********, ** went into the computer and found that Gwinnett, GA Ranger Rover knew about the damage on September 6, 2021 and did not repair nor disclose this information. They owe us for selling a CPO under false pretenses. I have called Mr. ******** several times and all my calls are avoided. I do have the paperwork that includes and proves they knew about the damage before the sale. My husband and I also received one Key Fob, and later a check for another Key Fob from Gwinnett in the amount of ****** dollars; however, the cost of the key was over $700.00. I wrote to ***** ******* in their finance department and called but both Mr. ******** and Mr. ******* are avoiding my calls.

  

  Business Response

  Date: 12/03/2024

  We have reviewed the client's complaint and would like to clarify the situation. Our General Sales Manager, Mr. ********* issued a check to the customer for the key and has communicated directly with her. The customer purchased the vehicle here and resides closer to *********; she is now working with a store in ********** and communication issues have since arisen, with the Nashville store not properly relaying information to the customer about us and the vehicle. We have reported these issues to Land Rover. 
  
  Regarding vehicle condition, we were unaware of any damage beyond what was addressed: wheel damage, paint touch-up, and PDR on the front door. There are no other damages recorded in our system, which was communicated to the client by our Team. We have had consistent communication throughout October, and no calls or emails have been received from her/them since October 31st.
  
  In good faith, we refunded the key money, and Mr. ******** had a final 30-minute call with the client in late October, believing the matter was resolved.
  
  Could we kindly receive confirmation if this refund was satisfactory or if further action is needed?
  

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22608521
  
  I am rejecting this response because:
  I have a copy of the codes regarding knowing the car was defective upon purchase, on September 6, 2024. I can send copies as well as *** ******* ignoring all my calls. However, the sales person stated a technician concealed damage by trying to reset the adaptive cruise control in an attempt to make it appear to be fixed. ***, stated when made aware of the situation was that the warranty would cover the repair, not if the car is damaged, which it was upon sale. I would like the refund for the repair
  Sincerely,
  
  ******* & ***** *****

  

  Business Response

  Date: 12/17/2024

  We are actively working with **************** at the dealership to resolve this complaint and would like to submit this to maintain visibility on the complaint. We will have a response submitted as soon as possible -- via email to the BBB if necessary to be forwarded to the consumer.

  

  Business Response

  Date: 12/17/2024

  
  "Per Mr. ********* because the client stated on the phone that she had 3 cars sold out from underneath her previously and we did not want that to happen again, we made a concession in good faith for the client to hold the purchased vehicle from our dealership for a lower deposit of $500. Our records indicate that nothing was denied to the client on our end, nor is there any indication that the client's adaptive cruise control was not working; there is nothing reported on the full CPO inspection of the client's vehicle per our records. Regarding the customer's latter claim, this was not stated by Mr. ********* he informed the client that her warranty coverage will need to be honored by her home store. He/we did not confirm or deny anything beyond that point."

   

   

    

   

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22608521
  
  I am rejecting this response because: If they look at the paperwork I have submitted you can see Hennessy knew the car had been damaged prior to the sale.

  Each dealership is a franchise therefore, ********* is my closest service department; however, they did not sell the vehicle as all paperwork came from Gwinnett who is responsible.

  Additionally, I was threatened by Gwinnett on several occasions they would sell the car if I did not purchase. The dealership is a 4-hour drive during that time the salesperson, Mr ****** advised not to travel as well in that weather. Mr ****** stated that ****** told him he would sale the car even with unpredictable weather. Because of ******* statement, I asked Mr ****** if I could leave a deposit. Mr ****** again stated he would talk with management. ***** finance manager said I could leave a deposit and although that is not usually the case with used cars he was making an exception because of the weather along with health issues my husband was experiencing from Cancer.

  
  
  Sincerely
  
  ******* & ***** *****

  

  Business Response

  Date: 12/23/2024

  Per Mr. ********* the document attached (***** Evidence) is not our document. We are requesting clarity on what this document is
  

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22608521
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* & ***** *****

• Initial Complaint

  Date:11/21/2024

  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 took my car to Hennessy Jaguar Buckhead and had it serviced on 11/14/2024, I paid ******* for the completed job. My service advisor was ***** R. *******. My issue is that after having the recommended services done, such as oil change, etc...I discovered on 11/18/24 after taking it to another auto company to check the oil, that the oil level was quite low. I have already paid 550 dollars for parts and the oil is included in that charge, therefore I don't believe I should have to pay someone else to put oil in the car when I just paid for it 2 days ago. I went to have the oil checked just because my spirit kept prompting me to check the levels of the fluids. In addition, I discovered they did not put back all the screws on the panel. I would like these things corrected. I have emailed and called ***, however, I have not received a response.

  

  Business Response

  Date: 11/27/2024

  Our Management Team is working on a response that is delayed due to the upcoming holiday and staff availability; we will have a response prepared by end of week.

  

  Business Response

  Date: 12/06/2024

  Our Service Manager, ***** ******, reached out to the customer by email on Monday 12/2 to discuss their concerns directly and work toward a resolution.

  Customer Answer

  Date: 12/07/2024

   
  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:11/20/2024

  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 paid off an auto loan and have been trying to cancel service warranty for 6 months. I have moved from atlanta and they have not called me back with necessary information. I have left numerous voicemails for months. I'm owed a sum of money and it is likely get less as the time goes on.

  

  Business Response

  Date: 11/27/2024

  Our Management Team is working on a response that is delayed due to the upcoming holiday and staff availability; we will have a response prepared by end of week.

  

  Business Response

  Date: 12/09/2024

  "Our Finance Manager, ****** *****, resubmitted the client's product cancellation on 12/2."

  Customer Answer

  Date: 12/13/2024

   
  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,
  
  **** *****

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22584955
  
  I am rejecting this response because: 

  I previously filed a complaint due to the dealership not returning calls/messages for months. I attempted to cancel a service warranty. I was not able to get a response until I filed complaint in November. They reached out and sent me the link to file for cancelation refund. I closed out the last complaint under the belief they had issued the refund as they stated. However this was on 02 December and I have not received the payment. I have reached out to the company y numerous times since and still no response.

  
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 01/30/2025

  Our Finance Manager ****** ***** left Mr. ***** a voicemail at 11:12 am on Monday 1/29, and another at 1:56 pm on the same day in an attempt to assist him. We are happy to help as soon as Mr. ***** and Mr. ***** make contact.

• Initial Complaint

  Date:11/12/2024

  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.

  Lexus cooperate . Call for concerns over service issues .taken auto in for 3 service issues none resolved.. ****** a *** and purchased extended warranty.. First issue was sensors warnings lighting up and indicating obstructions. None present.Service unable to duplicate. Referred to manual indicating defect. Not disclosed on during purchase. . Second issue with carplay. Screen distorted writing. Advised it was my cord. Replaced cord, problem persisted, then advised it was my phone. Used different phone advised it's a characteristic of the auto.. Took car for sunroof leaking advised couldn't duplicate but cleaned track. Leak persisted returned car while roof was leaking. Seal was replaced. Leak persisted. Advised seal was bad and replaced. Leak still persisted. Returned to service and advised leaks during heavy rain while driving. Left my car at the dealer almost a month. It was left outside and I was advised couldn't duplicate and I needed to come and recover. They never drove the car in the rain and was advised by **** Sword that water was supposed to enter the cabin. Upon recovery of the car the same day it rained in the car. I sent video to **** the same day and no response.Totally unacceptable. I've paid over 2k dollars for warranty only to be told problems can't be duplicated or it's a know defect not disclosed upon purchase. Looking to cooperate for resolution or validation of that terrible service. My resolution:Repair my roof and return all or a portion of my money for warranty for known items that should have been disclosed.

  

  Business Response

  Date: 11/14/2024

  RO ****** -- Shortly after purchase Lexus of Gwinnett replaced rear camera and performed calibrations at  no charge in the amount of $1975.98. 

  RO ****** -- Re-secured  floor trim no charge to customer/no condition found with rear back up camera. 

  RO ****** -- Normal Operation found with rear back up camera. 

  567673 -- No condition found with vehicle autobraking when in reverse.

  RO ****** - Normal operating characteristics relating to rear camera. 

  RO ****** Found sun roofs drains draining slowly, Cleaned sunroof drains at no charge to customer. This repair would not normally be covered by Ex. warranty contract. RO ****** No condition found with gas door not opening properly. 

  RO ****** Found Apple Car Play working as designed. 

  142928 Goodwill no charge to customer sunroof seal

  ******  Replaced wiper blades no charge to customer

  ******  Replaced sunroof seal again at no charge to customer. 

  ******  Explained to customer that some amount of water will get past sunroof seal but will stay in sunroof tray.  Will not leak into vehicle. Diagnostic Specialist never saw evidence of water inside vehicle. 

  Both Hennessy Lexus of Gwinnett and Hennessy Lexus of Atlanta have spent quite a lot of $$s on this customer trying to chase down all the issues she thinks are wrong with the vehicle. If we had ever found something we would have submitted a claim to her extended warranty and we would have been paid. We have spent well in excess of $3000 in actual repairs, Tech Labor time un charged and loaner vehicles.   Hennessy Lexus of Atlanta and Hennessy Lexus of Gwinnett have done nothing wrong other than try to accommodate a customer who is obviously not happy with the vehicle purchase she made. She has an extended warranty that will cover her for mechanical failure for her vehicle. We do not feel that we owe Ms. *********** anything as we have tried very hard to resolve her issues with the vehicle even though most of the time they have been non-existent. 

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22546769
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***********

  

  Business Response

  Date: 11/22/2024

  We see that the client rejected our response but there are no details within the rejection; we are requesting that the client send over information regarding their rejection so that we may respond appropriately. Thank you

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22546769
  
  I am rejecting this response because:
  

  When I purchased this vehicle it was purchased for 45K as a CPO with factory warranty remaining. When I brought the vehicle in for the first time with camera issues to the Gwinnett shop I was advised the problem couldnt be duplicated as I described. The next time I returned returned to the Atlanta shop with video of the issue and presented to Service advisor **** ***** 
  

  
  ***** was not able to duplicate the problem either but did follow up with me on the replacements that might resolve the issue. While they were not successful. he was able to locate verbiage in the manual that stated and im paraphrasing, The camera will give false readings.
  
  * The apple play sometime distorted on the screen which I also presented to Mr ***** It was diagnosed first as my cord then my phone both were replaced.Problem still ongoing, not able to reproduce. Advised by Mr. **** these were warranty issues.
  
  *The piece of plastic (floor trim) was detached shortly after purchased. Warranty item replaced during first scheduled service. Still detached
  
  *When the vehicle was taken back for stopping when there was no obstruction, video was provided again not able to replicate. Advised it was a camera issue. So a characteristic of the description in the manual.
  
  *Was advised that camera was replaced
  
  *When the car was taken the first time for sunroof leak advised leak could not be replicated. Advised track was cleaned.
  
  *May 9th car was taken to Atlanta shop with water literally pouring from the sunroof. witnessed by Mr. ***** Advised seal replaced.
  
  *Returned with water leak again with video provided. Mr **** advised seal was installed incorrectly, seal replaced.
  
  *Returned to shop again with water entering cabin. service department was closed so it was returned 2 days later to advisor ****** **** who gave me a loaner.
  
  *Car was kept for almost a month and was advised that **** Sword determined issue could not be duplicated and demanded return of the loaner as no further efforts would be made to resolve issue. ****** advised the car was left outside and no rain entered the cabin. He was asked if it was driven in the rain and his response was no. The car was recovered the next day and after leaving the shop it began to rain and traces of water entered the cabin. I called and left a message advising Mr ****** No response.
  
  *The only courtesy was the loaner. According to Mr. **** these issues were covered by warranty. There was no distinction made between extended or factory. The items were covered.
  
  *Wipers were no good will gesture. Those wipers were changed during a service interval and I was charged 43 dollars. **** advised wipers were not covered by warranty. They wipers they replaced were only 2 months old.The new ones streaked the windshield and made noise. They were replaced and my money refunded. Can be verified by Mr *****
  
  *I strongly disagree with the assertion that a small or any amount of water should enter the cabin. The notion that over 3k of good will work was done while charging me 43 dollars for wiper blades that did not need replacing is absurd. No one expressed any concerns about purchase. I purchased Lexus, my second CPO from Hennessy because of the quality of the cars and most importantly the service, I feel as a loyal customer it is not unreasonable to be made whole on warrantied vehicles with covered items. They never drove the car while raining to try to duplicate concern. I have never stated the roof leaked while stationed outside in the rain. They only tried to duplicate it in their car wash and left outside. If I had been extended the courtesy of a return phone call a solution may have been possible.
  
  *Finally, while insinuating I was lying about the water entering the cabin this was visually verified by Mr **** along with video provided to him and advising me that these items were covered by warranty. Hennessys advisor and his words. None of his documentation indicated NC courtesy other than the loaner.

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

  

  Business Response

  Date: 12/13/2024

  We have determined there is no further issue with the sunroof and as such we have no repairs that we can make.  As for a refund of some portion of the extended warranty. Customer is completely within her right to cancel any remaining portion of the extended warranty she purchased.  She would need to reach out to the Sales Finance team to start that process.