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

  8931 Highway 92 Woodstock, GA 30189-3701

  
• 

  Hennessy Automobile Companies

  5880 Peachtree Industrial Blvd Chamblee, GA 30341-1629

  
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  Hennessy Automobile Companies

  7261 Jonesboro Rd Morrow, GA 30260-2910

  
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  Hennessy Automobile Companies

  PO Box 52126 Atlanta, GA 30355-0126

  

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:07/25/2024

  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 July 9th I took my car to ***** because my car wouldnt start. ***** diagnosed my car and stated by car wouldnt start because my fob key was malfunctioning and not communicating to the engine. ***** also checked the battery and determined the battery was good but it needed to be serviced because it had corrosion on it. Since ***** was charging $450 to replace the fob key, I decided to only pay $180 for the diagnostic and hire a locksmith to make me a new fob key for $206. I got a new fob key, but I was still having the same issue, the car either didnt turn on or it was taking a long time for the engine to turn over. I called ***** again and advised the car wasnt turning on properly even with the new fob key. I spoke with **** and ******, who are the sales advisors, and they both blamed the lock ***** and stated the fob key (although it was new) must be faulty since it was an off market key. I spoke with the locksmith who stated the fob key is fine and suggested I replace the battery. I told ***** this who again stated the battery didnt need to be replaced , it just needed to be serviced. I made another appointment with ***** to get the battery serviced, after waiting over an hour it was determined that the battery did need to be replaced. Once the battery was replaced the car was working properly with the OLD fob key. I asked the sales advisor, ****, was it necessary to buy a new fob key since the issue was the battery not the fob key. She responded with who knows.I spoke with the manager, ****************, to complain. I explained how my car was misdiagnosed and I was told I needed a new fob key when I really just needed a new battery. Furthermore, I explained how it wasnt necessary for me to spend $206 on a fob key that wasnt needed. He stated he would consult with the sales advisors to see what happened and call me back. *** hasnt called me back as of today.

  

  Business Response

  Date: 08/13/2024

  We apologize for the delay in response. Our Service Manager has already reached a resolution directly with this customer, and they have been reimbursed via store credit. 

• Initial Complaint

  Date:06/28/2024

  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 purchased a Jaguar F-Pace 2020 from this location on March 23, 2024. As required when purchasing a vehicle, they had to run a credit check to see who could give me a good rate with my auto loan. I asked and was confirmed that they would only run 1 HARD INQUIRY. This verbal confirmation was given in front of myself and my friend who was with **** was recently checking my credit report and noted that they did 3 hard inquiries from this transaction: 1. JPMCB Auto Finance 2. ***** Fargo Auto 3. ********* Cadillac. In person, I was told that **** of America gave me the best rates (in which I proceeded with them). They did not show me rates from anyone else.I would like to understand:1. Why I had 3 hard inquiries, and not even from the bank I ended up taking an auto loan with (**** of America)? I understand ***** Fargo has some financial ties with **** of America but I need confirmation as it said "***** Fargo" on my credit report.2. What was the reason for the others? Especially because I was only shown one rate, from **** of America. 3. Lastly, because I specifically asked and was confirmed they would only do 1 hard inquiry, I would like at least 2 out of the 3 hard inquiries removed as 3 hard inquires has a negative impact on my credit rating.I did not reach out to the company directly to inquire about this because I tried reaching out to the employee who helped me purchase my car about a week after my purchase (regarding a payment question) and he never got back to me. It was clear to me I was no longer a priority because I already purchased a car from them and I wanted to make sure this was properly addressed and documented.Thank you for your help on this.

  

  Business Response

  Date: 07/12/2024

  We regret to hear this complaint from the customer. When a customer signs a credit application, we are able to pull the credit and send it to as many banks as we wish.  With that being said -- if the customer wants to have any inquires removed from her credit report, she will have to dispute them with the credit bureau as we cannot remove them. Unfortunately, with this one there is nothing we can do on our end.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21903999
  
  I am rejecting this response because:

  1. Please confirm where in the documentation I signed states that you can send it to as many banks as you wish without my authorization? I was told this would NOT OCCUR.
  

  2. I also tried to dispute it directly but since your company has done it, they declined it.

  3. You did not answer all of the other points in my complaint. Please do so.
  

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

  

  Business Response

  Date: 07/21/2024

  Per our General Sales Manager, we cannot share the customer's credit application due to privacy concerns. Attached to our resposne is a snip of the disclosure.
  
  The customer can review this document in her paperwork; she is also welcome to come see this document in the store with proper identification. We will not be able to send this via email or postal mail. At this point, we are unsure as to what other questions the customer is referring to other than the hard inquiries addressed. There is no way for us to remove them. 

• Initial Complaint

  Date:06/23/2024

  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.

  Hello All,I purchased a Certified Pre-Owned 2019 Jaguar I Pace in May 2023. Small body trimmings started to fall off. I took the car to a third-party body shop. The body shop presented evidence that the car was severely damaged and had a total of four panels repaired with non-Jaguar paint and parts. I presented this to upper management at Hennessy, and they agreed to trade the car for the most comparable car in the inventory. This process what reasonably smooth and I appreciate their ***************** My specific complaint aligned with the dealers acceptance that this car should have never been presented to me as a CPO car due to the severe damage and inadequate repair.On August 2nd I took delivery of my replacement CPO I Pace. Once again, this car was presented as certified preowned because it passed 165-point inspection. It was delivered to me with a Traction Battery Fault on the dash. I was told this fault was a small glitch due to the recent H441 Recall and would be resolved with a software update in a couple weeks. After 11 months of issues, the traction battery fault resurfaced after module cell replacement. This car has been in Service at Hennessy about 7 of the 11 months of ownership. The car has lost all power and left me in the middle of the road 3 times. All of these breakdowns stem from the same traction battery fault that existed on the dash at the time of delivery. I appreciate the compensation provided for the inconvenience of not having my car. The dealer provided some car payments, loaners, and extra warranty. Now the dealer is telling me the car is fixed because of another faulty cell replacement. This repair is already proven to NOT fix the problem. In Conclusion, I hope this reaches someone who can and will take accountability for selling me an unsafe CPO car. I am still willing to work on a fair solution.Please see my attached document for a full detailed history of events and communication.

  

  Business Response

  Date: 07/05/2024

  Thank you for bringing this matter to our attention. We regret any inconvenience experienced by the customer regarding their Certified Pre-Owned vehicle purchase. Our Management Team has thoroughly reviewed the situation; we have been actively engaged in resolving the customer's concerns since their initial complaint to the best of our ability. While we acknowledge the challenges encountered with the vehicle, we have made significant efforts to address each issue promptly and comprehensively under warranty terms, and we will continue to fix the vehicle as issues arise (as per the warranty agreement).

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21889841
  
  I am rejecting this response because: Numerous failed attempts to fix the car is not in any way taking accountability for the initial sale of a faulty CPO. Your website clearly states that your CPO process includes a 165 point inspection described as the following

  This ensures your vehicle is in optimum electrical and mechanical condition.

  I purchased this premium service/product and I have not received a car in this condition in over a years time. Can someone please address how an inadequate pre certification process has cost me thousands of dollars and repeatedly placed me in an unsafe vehicle. 
  

  Update: since my BBB complaint, the car was returned to me from service and I had to return it again with the exact same battery fault. 
  

  Please take accountability for the Pre Certification Process. Explaining how you will keep attempting to fix the car is only validation that is was sold to me broken. 

  Sincerely,

  
  ******** Grover

  

  Business Response

  Date: 07/12/2024

  We regret to hear this feedback from the customer, though we stand by the fact that the warranty is from the manufacturer and as a dealer, we will continue to provide support and fixing the vehicle as they recommend.

• Initial Complaint

  Date:06/03/2024

  Type:Delivery 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.

  Hennesey Cadillac promised me a replacement key as the one I received was damaged. I have been emailing and talking back and forth with them for 7 months. I was told they woudl be sendingh me a check but have never received it. I have been corresponding with *************************, the Finance Manager. The key cost $548.90. I expect this back from them.

  

  Business Response

  Date: 06/06/2024

  Our Finance Manager, *************************, has spoken with the customer directly and put the check request in as of 6/5/2024. This check should get to the customer by Monday. Per our Finance Manager, the customer will be refunded the amount for the key.

• Initial Complaint

  Date:05/31/2024

  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.

  I had been trying to remove the warranties I purchased along with the car for nearly 5 months. Each time I called, they told me I HAD to come into the store the car was purchased in, in order to remove the warranties. I finally got around coming in near New years and they were really busy and asked me to come back another day. I came back a few months latter, as it's not easy for me to get there, and the finance guy told me that they have now changed the process and all they have to do is send me a link and I can do it from home. ***** sent me the link, and it turns out it wasn't so easy as I needed additional information that only they could provide me with, in order to file my warranty cancelation. It took another two weeks and going through several people to get half of the information I needed, and I left the rest blank.I finally get my "quote" back, where they took half of what I paid for the warranty. Turns out the warranty was "time and miles" spent with it, which I was never told during the signing of the contract. I paid nearly 5K in warranties and am only getting 3 back. I reached out to the Finance director, *********************** and he did nothing about it. They intentionally made me come in because they knew it would delay me and therefore they could keep me under the warranty. This is incredibly wrong. Not only was I not informed that the warranty consisted of a certain time, but they asked me to come in, when clearly they could have just helped me within the first months of my purchase and I would have gotten my money back. These people are thieves.

  

  Business Response

  Date: 06/05/2024

  We sincerely regret to hear about any frustrations ************** experienced regarding her warranty cancellations. With that said, please note that we have already completed the cancellation per her request on March 28th, 2024 (please see attachment provided). ****************** directly communicated with ************** regarding this matter and with EasyCare to get the exact date of the customer's cancellation. All cancellations will go to the lienholder unless the lien is paid in full, which it has not in this case. We understand ****************** frustrations but will not be able to meet her request.

• Initial Complaint

  Date:05/20/2024

  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.

  My catalytic converter needed to be replaced- Honda part was on back order I was told the after market part was for my car. Since put in the car has been back 5x in shop - they have put bandaids on and plugged it to try to fit my car . Today I was told I need to pay 2200 for a Honda part because that part isnt the right part for my car. I am a single mom with 3 kids and they have failed fix my car. They have had to tow my car- my kids have had to ride in fumes with window down to get it back there.

• Initial Complaint

  Date:05/08/2024

  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.

  On March 25,2024 I purchase a vehicle from ********* Lexus of Gwinnett. The sales person I dealt with was ***********************. *********************** was supposed to get back to me on refunding me for the upsell of the window tint for $******. In a text message on March 28, 2024. I ask him about the window tint refund advising him that I did not want the tint, he kept pushing it off until I advise that I will file a complaint on the dealership. He stated that filing a complaint wont do any good and will only make things difficult for him. He continues with stating that he will see if can be credited. ******* than sent another text message to me stating they are going to send me a survey and that they will cut me a check or apply it to Lexus once I complete that survey and give them 5 stars. This appears to be bribery in exchange for something rightfully due to **** expressed to him that I can do that after the check is sent and not before. ******* continues to say that just so you know that because you were past due on your current car loan, they call in a favor to get you approved on the deal. That didnt make any sense to me as they wouldnt have given me the vehicle and I was not late 30 days. All this I have in text message as well. I am asking that ********* Lexus of Gwinnett refund me the $ ****** by check as they promised by check in writing from the text and in person per management and *********************** sent to me. To this day the dealership has not refunded me the check and been giving me the run arounds. I made several communications with them by text, calling and walking into the establishment to resolve the issue. Last visit was on May 8, 2024 and last communication by text was May 7, 2024 with no response back to my question. Failure to refund me will result in law Suit being filed along with the $ ******, plus my legal fees. This has been a bad experience buying from this dealership. Business Location Hennessy Lexus of Gwinnett ************************************

  

  Business Response

  Date: 05/10/2024

  Per our General Sales Manager, we have a check request and will be refunding the customer $295 asap. 

• Initial Complaint

  Date:05/03/2024

  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.

  On 12/9/23 I paid a refundable $1000.00 deposit to Lexus of Atlanta to reserve a 2024 Lexus TX with specified packages. By April 2024 Lexus of Atlanta was not able to find a satisfactory vehicle and on 4/6/24 I found the vehicle that I was looking for from another dealer. I informed the sales team at Lexus of Atlanta on 4/6/24 that I had found and purchased the vehicle at another Dealer and was told by sales team at Lexus of Atlanta that the process to refund my deposit would be started on 4/8/24. Since then I have made multiple contacts with the sales team at Lexus of Atlanta and was told that my refund was being escalated each time but as of today 5/3/24 I have received no refund or official notification of when to expect the refund.

  

  Business Response

  Date: 05/10/2024

  Per our General Sales Manager, we have made direct contact with the customer, who was in the area and on their way to our dealership as of about 2:15 PM today to pick up the check.

  Customer Answer

  Date: 05/13/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:05/02/2024

  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.

  4/29 took all day to get a simple lease quote. Followed back up a few times throughout the day basically begging for #****************** sent email @ 6:14pm w/ #s. I responded that the #s didnt look right. *** told me that they would honor $59k for my trade, & asked why the online discount $3782 wasnt reflected on the quote. He called back & said he listened to the call w/ the *************** will honor that price for my trade. Some on the trade & some on the discount. I asked about the online ************** response: Sure, all new vehicle listings online show all incentives. Meaning it shows the discount+rebate. Naturally when we make a ******************* them separately, it leads to difference in #s. Makes no sense maybe because Im a woman he thinks Im dumb. $7500 is a rebate from manufacturer for purchasing electric car. Which is completely separate from dealership discounts. Willing to let it go so we could finalize this. Salesguy PJ called me @ 6:11pm & confirmed everything with me- 36mths, 12k miles per yr & the mthly I agreed on. He said its done come on in now. He set appt for 7:30pm. Credit **************** else was completed prior to arrival. Arrived before 7:30pm. We sat there till 9:45pm (everything was supposed to be done). Back in finance I quickly realized the term changed from 36 mths to 39 mths, not what we agreed on before driving all that way. He said ******************* (who is the *** did the ********* already left, it was late everyone has gone home they wont be able to do anything until tomorrow. This is typical bait & switch. I said bring my car back. ** said Im going to say this in the nicest way we already were losing our ***** on this deal so not likely to follow up.There were never any docs stating the final #s, payment or term ever shown to me. I thought it was odd. I have all the text, ************** calls are recorded.Disclaimer clearly states that the online discount applies to everyone. This is deceptive advertising practices.

  

  Business Response

  Date: 05/10/2024

  We appreciate the opportunity to address the concerns raised by the customer. Our ********************** strives to provide transparent and exceptional service to all clients. Per our General Sales Manager, the customer was provided with all relevant information and completed necessary paperwork before arriving. The agreed-upon terms were clearly outlined and quote was signed at a 39-month term by the customer. Despite our efforts to accommodate her request for a 36-month term, financial constraints prevented us from meeting this specific requirement. We remain committed to resolving any misunderstandings to the best of our ability and ensuring customer satisfaction.

• Initial Complaint

  Date:05/01/2024

  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 came in November 2023 to cancel my *** they claimed they did I waited 3 months and nothing. I called the *** company and they never received it. I called 7 times in 2 weeks no return call, no answer. I had to take time off of work to go in person again January of 2024 and had to demand someone send it. Its now May and the *** company still hasnt received it and I am having to do it on my own. ** then informed the *** company can only go back 120 Days from when they receive it. SO NOW THIS COMPANY HAS COST ME FOUR MONTHS of over paid coverage on a vehicle I no longer own that I will not get a refund on. When I ask for a manager or higher up they refuse or I am hung up on. When I leave messages they are never returned whatsoever. I will now be out hundreds of dollars with no way of a refund due to their continued and deliberate refusal to process my paperwork, and negligence in incorrectly sending it multiple times. I've also reported and filed a complaint with the Attorney General because I feel I am being frauded out of my owed refund. I have attached the original paperwork with their managers signature with the original signed date from the dealership of 11/3/2023

  

  Business Response

  Date: 05/17/2024

  We are concerned to hear this complaint from the client, as her GAP policy was cancelled on 10/12/2023 and she was refunded the money back in October 2023 (please see attachment). According to our records, a resolution has already been reached in this case.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21650558
  
  I am rejecting this response because:
  The companies response is falsified. I have attached documents showing the company had to back date my paper work on 5/7 to October of 2023. My cancellation was never done in October of 2023 instead it was handled SEVEN MONTHS later and only until I contacted and GM, the BBB, and the Attorney General. I have also attached a document showing that the only reason my cancellation was even submitted on 5/7 was due to me having to provide the company with copies for the 4th time due to them losing my documents. This response by the company is completely false, and even their attachment labeled GAP, is actually my direct attachment sent to the company on 5/7/24 AGAIN for the forth time. This was only resolved due to me contacting the insurance company directly multiple times to find out of the continuous failure of Hennessy ***** to file my cancellation with them. I even had to email the documents to the company due to the continued failure of this company. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/10/2024

  The submitted documents not fraudulent. We have a customer signature. We are considering this closed and resolved, and we truly wish the customer best of luck as they are welcome to take this matter up elsewhere.