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:10/28/2024

  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 purchased a car for the Gwinnett Land Rover Dealership. The car had a lemon title so alot of the questions I asked about the car were specific to the history of repairs to the car. The salesman at the dealership told me the only issues that were fixed were the key fob and the sunroof with both being fixed. Within 5 minutes of receiving the car and testing the sunroof, the sunroof broke. I had to take it to the ********** Rover dealership and they pulled up the history of the fixes on the car and it is extensive. The Gwinnett dealership did not disclose any of these items even though I asked numerous times about it. I have uploaded the claims report from the Land Rover and its clear there is more than a key fob and sunroof.

  

  Business Response

  Date: 11/11/2024

  We are writing in response to the complaint from Mr. ****** as we regret to read it. Following our Used Sales Director, ****** ************ conversation with Mr. ***** last week, weve thoroughly reviewed the vehicles service history and though we certainly understand the customer's initial concern, we can confirm that all claims made regarding electrical issues and excessive repairs are inaccurate. The vehicles history includes standard maintenance and repairs, typical for a reacquired vehicle, and there is no indication of extensive electrical component replacements.
  
  We understand Mr. ****** concerns regarding the sunroof and are actively addressing this issue, ensuring it is documented with Land Rover *************. We remain committed to resolving any outstanding matters and supporting Mr. ***** moving forward.
  

  ---------------
  
  For reference, below is an excerpt from Mr. ************ email to Mr. ***** after their discussion:
  
  "Below is a screenshot from Land Rovers Warranty Portal showing every claim prior to the vehicle being reacquired.   I can totally understand why any customer would see this long list and become concerned, by the way! 
  
  
  [see image attachment]
  
   
  I went through each claim to break it down for you.  As discussed:
  
  1 claim for the initial PDI or Pre-Delivery Inspection (every vehicle has this completed)
  1 claim for the 21k Service
  5 claims were for typical Software Updates or Campaigns published by Land Rover *************
  1 claim is to replace a cracked/broken taillight (damaged, not a failed part)
  1 claim (16k miles) was to add coolant
  2 of the claims were for goodwill (I believe one was to replace the tail light that the customer damaged, due to their other issues)
  4 claims were calibrations, resets, and repairs to the sunroof
  2 claims were tied to the keyless entry, including replacing the key and replacing the wiring harness responsible for recognizing the key"

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i sent and email on 0ct 14th that had the required documents to get receive a prorated amount from an extended warranty they finance *** *. ***** and ****** have since been giving me the run around ****** said he had the wrong number an that is why he hadnt called me back then once i did get through he said the lady wasnt going to be in until 1pm and he would call me at 130 to process the refund which was over 10dys ago...i have left voice mail and have called every other day with no success i had my sister call for me and they answered her called and of course they answered and they still didnt have called me back so i am convinced they dont want to refund my money i have coming to me

  

  Business Response

  Date: 10/31/2024

  We are working to get an answer submitted asap to this complaint. Managerial changes in who has final say on BBB complaints.

  

  Business Response

  Date: 11/14/2024

   

  "We appreciate the client's patience in this matter. Our General Sales Manager, **** *****, was not aware of this issue and will personally ensure that it is taken care of. He is getting with our accounting department for more details on the warranty cancellation, and will reach out to the customer personally to ensure that this matter is handled and the refund is expedited."

   

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22468299
  
  I am rejecting this response because:

   

   

   

   

  They told me that they would expedite my check ...and i he not received it i was contacted by **** ********* and he said he would put a stop payment on the previous check that wasnt the full amount and over night me a check for the full refund amount well that was almost 3 weeks ago and i have yet to recieve my extended warranty cancellation check ....i have reached out to him to no response or call backs to check the status he had also emailed me a complete contradiction on what he said on the phone....this entire process is not acceptable i started this process on september 14th and here it is december!!!

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

  

  Business Response

  Date: 12/10/2024

  Per our General Sales Manager **** *****, this matter has been resolved between Management at our ******** dealership and the client.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22468299
  
  I am rejecting this response because:

  I have yet to recieve the entire amount I'm still waiting on $479 to be sent to me which i don't understand why them just send a partial refund...I did recieve $1565.06 on 12/9/2024 so this matter isn't resolved until I recieve the remaining balance 
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 12/18/2024

  Per our General Sales Manager: The refund for the gap of $479 comes from ************ not Hennessy Automobile Companies. We do not issue that money; if we pay it, we will not be able to recover it. 

  Customer Answer

  Date: 12/18/2024

   
  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.
  Ty very much Mr. ********* he definitely went beyond the call of duty after ****** and Mr ***** dropped the ball
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:10/23/2024

  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.

  09/28/2024 SERVICE FOR ***** ************* KEPT MY VEHICLE FOR A WHOLE WEEK TRYING TO GET A WARRANTY APPROVAL. CALLED MANY TIMES TO GET AN UPDATE. THE SERVICE ADVISOR NEVER TRIED TO GET IN CONTACT WITH THE WARRANTY AND ALWAYS HAD THE SAME EXCUSE. JUST STATED THE WARRANTY COMPANY WANTED MORE PICS AND MORE LEAK TESTS...I BEGAN TO GET TIRED OF THIS BECAUSE I BUY VEHICLES EVERY YEAR AND NEVER HAVE ISSUES WITH THIS WHEN GOING WITH WARRANTIES... THE WARRANTY COMPANY EVEN GAVE ME THE ADVICE TO SWITCH SHOPS BECAUSE THE ADVISOR DID NOT WANT TO COOPERATE OR THE SHOP IM NOT SURE WHO. I DECIDED TO TAKE MY VEHICLE TO A DIFFERENT MAZDA DEALER SINCE I SAW NO SORT OF MOTIVATION TO GET THIS RESOLVED. THEY CHARGED ME $180 FOR LITERALLY NOTHING. ALL THEY DID WAS TELL ME WHAT WAS ALREADY KNOWN. I KNEW THAT 3 TIRES AND WHEELS NEEDED REPLACING ANYONE COULD TELL ME THAT. NO REAL DIAG WAS DONE. THANK GOD FOR *** ***** BECAUSE IN UNDER 3 DAYS THEY GOT IT RESOLVED AND TOOK CARE OF THE CLAIM. I PAID THESE CROOKS 180 FOR LITERALLY NOTHING. THEY WERE ALSO LOOKING TO CHARGE DOUBLE WHAT ANOTHER SHOP WAS CHARGING. WHY CHARGE MY ************************************************************************************************************** EVEN FOLLOW UP WITH THE WARRANTY OR THE CLIENT

  

  Business Response

  Date: 10/31/2024

  We are working to get an answer submitted asap to this complaint. Managerial changes in who has final say on BBB complaints.

  

  Business Response

  Date: 11/14/2024

  "We truly regret to hear about the customer's frustration and appreciate the customer's patience. We would like to clarify the situation. The service advisor made every effort to assist with the warranty claim, submitting the necessary documentation and working with ***** Corporate on approvals. However, the warranty company required additional inspections and images due to the significant damage to the vehicle, including 3 flat tires with gashes and bent wheels. Unfortunately, the customer chose to take the vehicle to another dealership before the claim was resolved. ***** Corporate was still contacting us and not made aware of the transfer to *** ***** until after the fact. As the initial service was provided and documented as requested, no refund is applicable."

• Initial Complaint

  Date:10/12/2024

  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.

  We had our car towed to ********* Honda on 10/5 because it wouldn't start. We were told that it needed new key fobs and that was the issue because a reset of the key fobs didn't work. It was $405 for new key fobs which is ridiculous. Regardless, we agreed. Then we are told that the brake pads are bad, we agreed to get those fixed. A day later we get an email alert that the car battery is dead. I called really upset because after ordering new key fobs, programming them for $405, we are told the car still wont start and it must be the battery. I called inquiring whether it was the battery the entire time and not the key fobs and how is the battery dead when we were told the week before that diagnostic was ran and it was the key fobs. I was told that I misunderstood the email and it was just the battery juice was low and on an extreme weather day, the battery may die. Being a car owner for 30 years, I know on extreme weather days the battery can die so I reiterated- ok just want to make sure the battery does work and it will just need to be ***laced in the future at some point and they said yes. A couple of days later because our service *** was out, I called again to see if my car was ready (the key fobs had to be ordered and shipped because they weren't in stock then programmed and they had to change the brake pads... I was told yes I can come get it but it will need to be jumped to get it out of the parking lot. I was livid. I had just called and spoke to the manager Will questioning whether it was the battery the entire time and was told the battery was ok and operable. I asked for a copy of all my communications with them since I know they have recordings and of all the diagnostics they ran. No one has provided them nor called back. Almost $1000 later and my car still will not start. This is hands down the very worst experience I have ever had with a dealership in 30 years. I will never buy from them again (that vehicle I purchased from them too).

  

  Business Response

  Date: 10/31/2024

  We are working to get an answer submitted asap to this complaint. Managerial changes in who has final say on BBB complaints.

  

  Business Response

  Date: 11/04/2024

  We sincerely apologize for the delay in response. Per our Service Director, ******* *******, he spoke with *** and ****************************** times throughout their service visit and delivered their vehicle to *** *******. The vehicle initially arrived on Saturday, October 5th, with a key that was not communicating. Before we proceeded with selling the clients a new key, their advisor, ******, called to check if they had a spare key (this call is recorded). *** Wallace informed her that the key had crumbled in his hand and that it was the only one they had, so he approved the replacement of two keys. The client's battery initially passed testing. The keys were ordered and arrived on Tuesday, 10/8. When our technician began programming the keys, they discovered the vehicle needed a jump start and tested the battery again, which then failed. We contacted the client(s) and informed them of the situation. They believed the battery was the sole issue. I (*** ******** attempted to communicate this to *** Wallace during the delivery, but he did not want to view the attached results.

• Initial Complaint

  Date:10/04/2024

  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.

  On 7/2/24, my car sustained substantial water damage due to flooding. My vehicle was towed to the Hennessy ***** location to begin repairs on 7/3. They didn't open the door to air the car out until several days after the vehicle arrived; my appraiser arrived and noticed that the car was still soaked. In the 3 months that have passed, my insurance adjuster, appraiser and I have been ignored and unable to connect with anyone. When I -- or my insurance -- calls Hennesey ****** service consultants are unavailable, scant on information, or will provide false promises to contact me with more info. It took my insurance emailing a manager and threatening to escalate the issue before we received a call back saying that the car would be ready on 8/16. When I arrived to take posession of my vehicle on 8/16, before I pulled out of the parking lot I recieved warnings that my airbag system was not working and my seats were rusted over and could not adjust. This is concerning, given that they request I pick my car up without ensuring basic vehicle safety and functionality. Based on the attached receipt that they gave me on that day, there were multiple issues remaining with the vehicle that they didn't verbally communicate with me -- including the *** system. Since then, I only hear from them consistently about their loaner vehicle. They continue to be unresponsive and ***** app notifications show weeks between repair attempts. I have gone to this location for oil changes and small repairs and have never had an issue. At this point, it has been three months and I am unsure about the integrity of my vehicle and the service of this location. Once they complete the repairs, I still have to get the entire interior replaced to check for mold, mildew, and rust. I understand delays happen but I don't understand the lack of communication pertaining to my car. Yesterday, my insurance filed a complaint with ***** Experience Center but when I called today, the call disconnected 3 times.

  

  Business Response

  Date: 10/11/2024

  We're so sorry to hear this feedback from the guest. Per our Service Manager, ****** ****, the guest is in a loaner vehicle (information provided on 10/9). We are waiting for a CMU to come in, the part should be here Monday. The guest will not be able to pick up for a week or so (again, as of 10/9).

• Initial Complaint

  Date:10/01/2024

  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 filing a formal complaint against Jaguar Land Rover Duluth, **, for unfair sales practices during my vehicle purchase in April 2024, handled by *** *********. I traded in my 2019 Range Rover Velar with under ****** miles but was not informed that the 2025 model was available. Instead, I was sold a 2024 model, similarly priced to the 2025, without any mention of incentives or benefits. Additionally, my trade-in was undervalued at $28,500, despite having a market value between $43,000 and $45,000, leaving me with a financial burden. I owed $57,305 on the 2019 model and was required to put down an additional $17,000.The dealership also provided unreasonable loan terms: a 72-month loan with a $1,926 monthly payment at *****% interest, totaling nearly $140,000 for a vehicle now valued under $60,000. Despite raising my concerns with the General Manager, I received no resolution. Given my personal grief during the time of the sale, I believe the dealership took advantage of my vulnerability.I seek an investigation into these deceptive practices, including the dealerships bait-and-switch tactics and the inflated down payment and interest rate, which dont align with my strong credit history. Similar complaints from other customers highlight a pattern of unethical practices at this dealership.I look forward to your prompt response.

  

  Business Response

  Date: 10/08/2024

  We regret to hear this complaint from the customer; this has been communicated to our Management Staff, who should have reached out to the client directly about this matter on Monday (10/7) or today (10/8).

• Initial Complaint

  Date:09/27/2024

  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 purchased a brand new 2024 Range Rover Autobiography on December 30, 2023 from Land Rover of Buchkead at **********************************************************************. The vehicle had 30 miles on it. In April of 2024, the vehicle's "Stop safely and switch off Suspension fault detected" light came on while my wife was driving it. We took it to Land Rover on April 13th 2024 to have them fix the issue, they kept the car for 5 days and advised us that the problem was repaired. I picked the car up on April 18th, 2024. Then on July 17th the "Stop safely and switch off Suspension fault detected" light came back on and while my wife was driving the vehicle suddenly and abruptly stopped. It frightened my wife because someone could have rear ended her or worse, if she were on the highway, she could have possibly been ejected from the vehicle with a sudden and abrupt stop like that. We took the vehicle back to Land Rover 7/18/24 and advised them of what happened and they asked if there were others cars on the sides or in back of my vehicle. She assured them no other cars were next to the vehicle when this happened. They kept the vehicle again for what was supposed to be another attempt at fixing the problem until 7/31/24. I picked up my vehicle on 7/31/24 and 10 minutes after driving it, the "Stop safely and switch off Suspension fault detected" light returned AGAIN 10 MINUTES AFTER PICKING THE VEHICLE UP!!! AT THIS POINT THIS BRAND NEW $170,OOO VEHICLE IS A LEMON AND IS PUTTING MY FAMILY IN DANGER and we would like for them to replace this vehicle with a new 2024 Range Rover Autobiography. The amount of times I've had to return this brand new vehicle to Land Rover for their multiple failed attempts at alleviating the problem is just UNACCEPTABLE and MOST IMPORTANTLY IT IS A SAFETY HAZARD TO CONTINUE DRIVING THIS VEHICLE. Please help. Thank you

  

  Business Response

  Date: 10/11/2024

  We regret hearing this complaint from the client. Per our General Manager, the client has a ticket open with Jaguar Land Rover Corporate. It is ultimately up to them. We have repaired the customer's vehicle to the exact conditions that they asked for; our General Manager has reached out directly to the client as well and asked for the return of our loaner vehicle, but the client has ignored this request and is not responding.

• Initial Complaint

  Date:09/19/2024

  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 called into Hennessy to inquire about a ******* Nautilus that was listed as new on their website. Unbeknownst to me I got a **** salesman who didnt know anything about *******'s. He said he had to find the car since it wasn't on the lot. He located it and told me it was a demo and it had ***** miles on it but it was a new car. He sent me a buyers order that listed it as new. I went to the dealership to pick it up. It wasnt ready and I was there for 4 1/2 hours. We rushed through the paperwork and I paid for it in cash and we left. I got the title 3 weeks later and find it was titled as used. Ive called the general sales Manager, **** ***** 3 to 4 times leaving messages to call me. He never took the time to speak with me. I filed a complaint with ******* concierge and Im waiting to hear back from them. I usually trade every 2 - 3 years and in all my years purchasing new cars I have never had such a terrible experience like this one.

  

  Business Response

  Date: 10/10/2024

  We truly regret reading the customer's complaint. Our Sales Manager Andrew Helin will be calling the customer today, if he has not already made direct contact.

• Initial Complaint

  Date:08/16/2024

  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 traded in a car in which I purchased a luxury care service plan for four years. I have been trying to cancel this remaining years as I no longer have the car. The dealer isnt returning my calls. *** also drove into the dealer and they refused to meet with and me and emailed a link for a form to fill out. I went ahead and filled out the form, but did not get any confirmation and trying to contact the dealer to see if the cancellation form has been received. I need to hear back from the dealer and would like to know how much is my refund and if its in process.

  

  Business Response

  Date: 08/23/2024

  We regret to read this complaint from the customer. Per our ******************* The customer filled out this form on 8/6. It takes 45 days to process the refund and deliver the check, as stated on the form. The refund is coming straight from stratus. The customer should have received email updates with a req # included. And the last email they would have gotten would have included the total amount they would be receiving. 

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22156083
  
  I am rejecting this response because:

  I never received an email confirming the amount. Can you please confirm the amount of the refund as I never got the email confirmation.

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

  

  Business Response

  Date: 09/10/2024

  Please see the attachment for confirmed refund amount ($675.74)

• Initial Complaint

  Date:08/07/2024

  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.

  On 16 Jul 2024, my vehicle was taking to Hennessy Land Rover. The car would not start and stay on. I contacted *****************. I was told they could bring out a battery for my vehicle. I specifically asked if the battery would compromise my warranty. I was told the battery is not covered under warranty but reassured that it was the correct battery for the vehicle. A new battery (49AGM) was installed in the vehicle. The engine light was on. Additionally, the hybrid battery was supposed to be checked out as well because it does not charge. Lastly, the emblems for the back of the vehicle were supposed to be ordered to be placed on the vehicle as well. The vehicle stayed with Hennessy Land Rover until 18 Jul 2024. I was told by ****** that I could come get the vehicle because there were some electrical components that have to be ordered. At that time, there was no mention of there being a problem with the battery. It so happens, the vehicle was scheduled to return to get the electrical components installed today. This is about the 4th time since I purchased the vehicle that I've had a problem with the vehicle.

  

  Business Response

  Date: 08/15/2024

  Customer had an aftermarket battery installed from 1800-battery, unfortunately the battery needs to be replaced and is not a covered item through the manufacture. The best thing customer can do is call ************** and open case with JLRB they can authorize goodwill. 

  Customer Answer

  Date: 08/15/2024

  The ****************** is not telling the truth. The battery was dead and reading 4% before the new battery from **************** was installed. So how are you saying it's because of a 3rd party battery. Here is the timeline:

  14 JUL 24: Vehicle Completely Dead (would not start)

  14 JUL 24: Roadside assistance called (The technician could NOT charge the battery, he said it was around 4% and would not stay on). Since the technician could not get the battery to charge with the jumping cables he left. THIS IS BEFORE THE NEW BATTERY WAS INSTALLED. I'm awaiting the dispatch report from USAA Roadside Assistance and I'll also submit it.

  15 JUL 24: ***************** called and I asked specifically about the battery and was told it was the correct battery for the vehicle. The vehicle started and I still have the original battery that I"m going to have tested.

  16 JUL 24: Drove the vehicle to Land Rover because I already had an appointment scheduled for the engine light. Once I got there, I informed the service technician that the following items need to be addressed: 

  -check engine light

  - battery

  -electric battery not charging at charging station

  -emblems for the back of the vehicle

  16 JUL 24: Rented a vehicle from Buckhead Enterprise

  18 JUL 24: I was told to come pick up the vehicle because other electric parts needed to be ordered. AT NO TIME, DID THE SERVICE TECH SAY THAT THERE WAS AN ISSUE OR PROBLEM WITH THE NEW BATTERY. The service technician cleared the vehicle for me to come get and drive?????

  5 AUG 24: The vehicle was dead again (same as the initial time when the vehicle would not start), Road side assistance called again, battery would not charge and the vehicle was towed to Hennessy Land Rover Buckhead. After calling the service department multiple times, the service tech finally returned my calls and said the original problem and parts that he told me were the issue on 18 JUL 24 were wrong. The problem then became the battery because it was after market???

  9 AUG 24: I was told by the service tech  that there was a certain group of people that does diagnostics (they were waiting to hear back from them).

  11 AUG 24: I was told that the parts needed are on back order with NO ETA. IT COULD BE WEEKS OR MONTHS. I explained that I have VA appointments that I need to go to and I don't have transportation. I was told there aren't any loaner vehicles and that I can rent a vehicle (and be reimbursed). I should call the warranty and manufacture.

  15 AUG 24: Today, I was told the same thing. I've been going back and forth with the **************************** and Hennessy Buckhead ******************. The bottom line is that I need transportation to get to medical appointments and two don't try and say that the new battery caused a problem when clearly it was there before the new battery was installed.

  I am submitting my rental car agreement, the battery receipt, and my VA appointments. Once I get the request from roadside assistance I"ll send those too.

  What  I want from this complaint is for the service department to be truthful and say they were wrong in their assessment of the battery being the issue with the vehicle. I want transportation to get to my VA appointment. I don't want to wait WEEKS OR MONTHS WITHOUT A VEHICLE. I MUST HAVE TRANSPORTATION TO GO TO MY VA APPOINTMENTS.

   

   

  

  Business Response

  Date: 08/21/2024

  Per our Service Manager, the client's battery was not the sole issue. The vehicle was completely dead, and we had to put a battery in the car to get it started in order to diagnose the issue. The vehicle's issue is with the hybrid system and we have a part on order for it. Last visit, the client picked up the vehicle before we completed the diagnostic. We should have a loaner for her by the end of this week.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22106263
  
  I am rejecting this response because:

  The battery was completely dead on 14 July, 2024. So how was the battery the issue. On 15 July 2024, a brand new battery was purchased and placed in the vehicle. How does a brand new battery not hold a charge and the battery is not even a month old. Something with the vehicle must have made the batteries not work. 
  There is no way a new battery is going to have the same issue as the 1st battery. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/11/2024

  We appreciate the client's patience regarding our response and regret to hear their rebuttal.

  
  We (Hennessy Jaguar Land Rover Buckhead) did not install a battery on July 15. The client had an aftermarket battery put in that failed, and that would need to be taken up with whoever installed their aftermarket battery.

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22106263
  
  I am rejecting this response because:

  Clearly, my response was not read. I request that the dealership read the timeline that I submitted. The battery from Land Rover that was in the vehicle when I purchased it was dead and would not charge or hold a charge. Which was established by roadside assistance hence that is why I had to have the battery from *********** delivered and placed in the vehicle. The issue with the vehicle battery from the dealership was PRIOR to the battery being installed. Why did the Range Rover battery fail to start or charge? Why did I have to purchase another battery in the first place? Land Rover still has not provided a response on why I had to replace the battery in the first place. 
  
   I would like to know why the vehicle has had two manufacturers buy back.  Hennessy Land Rover is trying to say the battery that was bought and installed in the vehicle is the issue when it is not. Also, the issue appears to be with the electrical battery that does not or has ever worked since I have had the battery. So why is it the both battery systems are defective? 

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

  

  Business Response

  Date: 09/30/2024

  We appreciate the client's patience in our response. Per our Service Manager: The main vehicle battery failed on its own. Because she had an aftermarket battery put in, We could not warranty it. For that reason the customer is responsible for replacing the after market battery.

  The charger for the hybrid system failed and needs to be replaced, which is a separate issue. 
  
  The reason listed by *** for repurchase was infotainment/check engine light.
  

  
  

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22106263
  
  I am rejecting this response because: The aftermarket battery has nothing to do with the car not starting. The car would not start with the original battery ***** that is the whole reason for me needing an after market battery. I attached my receipt so that you can see the date roadside was called and could not start/jump the vehicle. As stated before I have the Land Rover battery that shows the battery not charging. Once again, I want a response to my question: Why would I have purchased a new battery if the one (Land Rover) battery was operational? Once again, I want my question answered? Also, what is the cause of the battery not working? 
  
  Sincerely,
  
  ******* ******