Business Profile

New Car Dealers

Hennessy Automobile Companies

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/08/2024
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 vehicle at Porsche Hennessy, a 2024 911. After arriving home, reviewing the paperwork, I had realized they had charged me about 1700 dollars over the agreed price. I complained and they took about 3 weeks to issue refund check. I now realize, by opening ************ of the car, that the **** is $145,000. They sold me the car for about $11,000 over this price. At no point they showed the sticker. It almost feels like fraud to the consumer and unethical.
Business Response
Date: 04/11/2024
Good afternoon,
This is correct that there was a mistake on the paperwork that did not reflect a last-minute pricing adjustment agreed upon by management. That was resolved and a refund for the overpayment was sent out immediately. I believe much of the delay was due to client's travel schedule. With respect to the pricing of the vehicle, in the current market conditions we are forced to pay close to, at, or even over **** in order to purchase a Porsche sports car in the pre-owned market. We were at no point hiding the **** of the vehicle. We are required by law to provide pricing inside the vehicle which was done and then negotiated on by the client. If a discussion was merited regarding the original **** we most certainly would have gone over in detail. If there was any intent on our end to be deceitful about the original **** we would not have placed it inside the glovebox for the client, we would have simply thrown it away. After speaking with the client and finding out this was his first used car purchase, it made more sense that he was expecting to see the **** in the window of the car just like new cars. As of this afternoon we have purchased the vehicle back from the client. I am hopeful he is happy, and we can revisit another purchase in the future with any questions regarding original pricing addressed up front. Thank you, *******************
Initial Complaint
Date:04/03/2024
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.
RE: ******************************* 2016 Jaguar F-Type Vin# ***************** To Whom it may concern: In 2019 I purchased and financed 2016 Jaguar F-Type vin# ***************** from ******* Jaguar for ****** with ****** miles. ***** purchasing this vehicle, I have had ongoing issues with the convertible top and had to spend countless time and money on repairs. Because of doing business with ******* Jaguar for so many years, I decided to trade in the vehicle for a newer model. The dealership then informed me the vehicle had been in two wrecks a minor and a major and devalued the vehicle by ****** which then would put me upside down the Car Fax provided proof the wrecks took place in 2016 and I did not purchase the vehicle until 2019. If the wrecks were presented to me initially, I would never have purchased the vehicle. This is the root cause of the ongoing issues with the convertible. Now ******* Jaguar has stated they cannot fix the top and are not in the convertible business but they sold me the vehicle. I demand that Hennessy Jaguar buy the vehicle back from me at the Blue Book Value with no wrecks and refund the payments I have made since purchasing the vehicle in 2019.
Business Response
Date: 04/10/2024
We regret hearing about this inconvenience the customer has experienced with their ********************** F-Type. However, we must clarify that the vehicle's history was disclosed upon trade-in assessment, per CarFax records. We've thoroughly reviewed the customer's case with our Management Team and acknowledge the challenges that he has faced. With that being said, regarding the convertible top, efforts were made on our end to address the issue, including offering replacement parts and compensation. The customer returned our loaner vehicle after 6 months and never accepted this offer. Previous attempts to rectify the issue have been made, and we are unable to meet this customer's request.
Customer Answer
Date: 04/16/2024

Complaint: 21521486

I am rejecting this response because: The CarFax was never disclosed to me the wrecks from the Car Fax were discovered because I was attempting to trade the vehicle in with another company when this discovery was made. The reason for the trade in was because I just spent ***** on the repairing of the convertible top. This was no trade in ******* Jaguar which bought from them in 2019 straight up with no trade in. Also, if the trade in value of the was much lower because of the wrecks but sold at blue book value that's misleading border line illegal or fraud. My demand stands as initially stated in my complaint.

Sincerely,

*******************************
Business Response
Date: 04/23/2024
Attached is a copy of the CarFax report when the customer's vehicle was purchased; the customer is correct that Carfax shows no accidents when purchased. However, it is possible that an accident occurred prior and was not registered with CarFax. In that case, we are not responsible for that situation.
Initial Complaint
Date:03/12/2024
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.
February 15,2024, a down payment was placed on a vehicle (2017 Kia ********** The bank process did NOT go through after 2 weeks. The down payment of $2,000 has not been refunded and is still being held at the dealership.
Business Response
Date: 03/19/2024
We appreciate the opportunity to address ****************** concerns regarding the refund of her down payment.

************** visited our dealership on February 29, 2024, to purchase a vehicle. Though a lender approved her loan structure, the lender's verification interview was not passed, requiring her to return the vehicle as per our contractual agreement.

In accordance with our Immediate Delivery and Bailment Agreement, ************** is responsible for associated fees, including a usage fee and mileage fee, totaling $1355. After deducting these fees from her down payment of $2000, a refund of $645 has been processed and is being mailed to her address by our accounting department (as of Fri, 3/15).

Fee breakdown below:
7 days @ $100 per day = $700
1203 miles @ $.30 per mile = $360.09
Clean up fee = $295
Total = $1355

We have acted in accordance with our contractual obligations and provided *************** with the refund amount she is due. We kindly request that this matter be considered resolved.
Initial Complaint
Date:03/09/2024
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 spoke to the service director on Feb 28 2024, I bought my vehicle back in Feb 28 2024. I was informed the part that was diagnosed was diagnosed incorrectly. The part was removed and I was refunded the money. When I picked up my vehicle on March 4th 2024 My right passenger headlight was not working. My headlight was working properly when I bought my vehicle in. I immediately texted the service advisor, but I did not get a response back in reference to my headlight not working. I texted the service director March 7th 2024, his response was he will speak with the service advisor. I have not heard back from either of them, my question is what is the solution for my headlight not working now, I would like the headlight replaced
Business Response
Date: 03/15/2024
We appreciate the opportunity to address the concerns raised by the customer (********************) regarding his service experience. Upon investigation, it was discovered that the customer initially sought service at an aftermarket shop, where an attempted repair caused subsequent issues. Although the customer did not disclose this information initially, we proceeded with diagnosis and replacement of a part, unknowingly repeating previous work.

Upon reevaluation, it was found that further damage had occurred, necessitating extensive repairs. Moreover, a few weeks after the customer left, he reached out to let us know his headlight was out and claimed that it was our doing. We maintain that we did nothing to damage his headlight.

Despite our efforts to rectify the situation and engage with the customer, including reimbursement provided for the part and further outreach attempts, our Management Team has unfortunately received no response (as of Tuesday, 3/12).

We encourage the customer to contact us directly to discuss potential solutions.
Customer Answer
Date: 03/19/2024

Complaint: 21409486

I am rejecting this response because:
You lied in your statement, I notified the service representative the same day I picked up my vehicle. I also texted the service manager the following day. I have time stamped proof. It's obvious this company has integrity issues, your low reviews confirm this At this point I Trust nothing anyone says from this dealership, as for the part being installed I was told there was nothing wrong with the engine cylinders originally installed, again I have proof, the fact that you still have integrity issues is appalling and alarming.
Sincerely,

*******************************
Business Response
Date: 03/20/2024
Although the timing of the conversation is disputed, the customer's assertion regarding the headlight repair is ultimately inaccurate. We did not perform any repairs on the headlight as claimed. However, to resolve the matter out of good will, we removed the parts from the customer's vehicle and provided a full refund. We also offered to install the part needed at no additional cost. The customer's dissatisfaction is regrettable, but we stand by our commitment to fair resolution.
Customer Answer
Date: 03/22/2024

Complaint: 21409486

I am rejecting this response because:
I was not offered repairs of no cost, the fact that you continue to lie is very concerning and alarming. There was nothing in writing or verbally stating the claim you made of repairing the vehicle at no cost, due to the fact you continue to lie, leads me no choice but to seek ligitaion. You will be hearing from my attorney, I will do everything I can to prevent future coustomers to have to experience what I experienced.
Sincerely,

*******************************
Initial Complaint
Date:03/08/2024
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.
This morning I dropped my loaner off to pick up my vehicle at 7am. I forgot my garage clicker in the loaner and called my advisor at 7:32 to let him know that I forgot it on the sun visor and to please get it for me and I would get it later. He called me back to let me know that it was not in the vehicle. I let him know that an older Caucasian woman that works there went into the vehicle to move it to the proper place but when she got in she realized she forgot the key so she went in to get the key. When she moved the car she realized the gas was not on full and that she had to move the car somewhere else. My garage clicker was in the vehicle and had been there the last two days that I used the loaner while my vehicle was in service with them. It did not magically walk away on its own. I was not gone for an hour before realizing the garage clicker was not with me. The lady needs to replace it or lexus should
Business Response
Date: 03/14/2024
Our Management Team has spoken directly with the customer to reach a resolution. Per our Service Director, we would happily refund her for the price of a garage door. The customer let us know she was very happy that we did this.
Initial Complaint
Date:03/05/2024
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.
The Range Rover that I purchased a few years ago was paid off completely in May of 2023. Since then I have called Hennessy numerous times to get the pro rated refund on the gap insurance that is due to me. I am either placed on hold for extended amounts of time or promises that someone would call me back never happen. I'm just asking that the prorated refund due be mailed to me.
Business Response
Date: 03/12/2024
We regret to hear this information from the customer. Our Finance Director reached out to the client last week, leaving a message. He emailed her steps to complete the cancelation of her gap as well.
Customer Answer
Date: 03/15/2024

Complaint: 21384190

I am rejecting this response because: I have submitted information as requested and they have still not processed this for refund.

Sincerely,

***************************
Business Response
Date: 03/22/2024
We regret to hear that the customer (*****************) has experienced delays in the processing of her refund. Our Finance Director has spoken with *****************; in order for us to post date, we need a lien release letter, which she would need to obtain from Truist, a process typically taking ***** business days. We offered an alternative option of postdating the cancellation, but we await the customer's decision. We remain committed to resolving this matter promptly.
Initial Complaint
Date:03/04/2024
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 was pre-approved by Navy Federal and came with everything already ready to go. The first red flag was when they asked me for my social security number saying that they still needed to run my credit because sometimes fraud can be an issue. *Now here's where the dissatisfaction comes into play. I go into the room where they talk about all of these different warranties they're talking very fast and throwing all types of numbers at you but they're using this big computer screen that you're looking at and just sliding and slipping everywhere. I signed on for the service warranty which I'm perfectly fine with that warranty however the apex protect is where I find my biggest issue. My issue is the prices were not clearly discussed or disclosed and everything is on this big screen they never tell you the exact price of anything. okay you sign here this is for this sign here this is for that and then in the end they put everything in an envelope and send you on along, well that was my mistake. At no point did they state that these warranties were not able to be canceled ever and unfortunately I found this out the hard way.* Apex protect is something that is extremely similar to HondaLink. Apparently they tacked on some Apex protect for almost $1,000 for 3 yrs and the same exact service is available through HondaLink for $110 per yr so $330 for the same 3 yrs. they also tacked on this paint and upholstery for about $800. * I called and explained everything and saiid I need to cancel. He proceeds to tell me that I would need to cancel through Apex protect but I had call them prior and they said I need to call the dealership and that the dealership is the one who determine the price that I pay not them. They all refused and told me to go to some very fine print. They knew the ins and outs of both programs and knew that I was getting the same exact thing for way higher of a price. I just want others to be careful and praying that they have some consideration.
Business Response
Date: 03/12/2024
Our General Sales Manager has spoken directly with the customer. The customer has communicated that they are satisfied and wish to remove or **** this complaint as resolved.
Customer Answer
Date: 03/12/2024

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.
There were some misunderstandings on my end and we discovered that they also made an error but was quick to take accountability and make things right. You can go ahead and delete my complaint. Thank you

Sincerely,

***********************
Initial Complaint
Date:03/04/2024
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.
I brought my car into Landrover Gwinnett for a simple oil change and the very next day I had issues with my coolant leaking. I informed ******* about it and after many unpleasant conversations with him I got the general manage RJ involved, who then offered me 10% which I accepted. After, he had a conversation with my mother now they are refusing to fix my car after I already accepted the service! They are extreme racists and Im getting Land Rover corporate involved. This companys staff did a poor job representing the Land Rover brand.
Business Response
Date: 03/05/2024
While we regret that our business interactions have reached this level with ************, at this time, we are declining to continue any type of business relationship with her.

When we changed her oil, ************ declined the complimentary multipoint inspection. When she returned for service with a coolant leak, she made allegations that JLRG created this issue. When addressing this issue with our service director, responded that she "hopes he *****".

In good faith, our General Manager intervened and offered a discount 10% on the repair services, to which she declined instead opting to go talk to an attorney.

The following day, a conference call occurred with the client, her mother, our GM and our Service Director. The level of profanity and references to "condemning children to death" were completely inappropriate and uncalled for.

At Hennessy, we have an obligation to protect our employees from hostility and verbal abuse. While we wish ************ well, we will not be servicing her vehicle and the good faith discount of 10% is not an option. We wish her the best with her vehicle as she takes her services elsewhere.
Customer Answer
Date: 03/05/2024

Complaint: 21384066

I am rejecting this response because:
The allegations mentioned in this are extremely false! The calls can be listened and recorded! I NEVER declined the 10% discount, ******* is the one that told me about the discount and told me exactly how much is would be and I accepted it! After ** had a conversation with my mother which I was NOT involved in, now they are refusing to service my vehicle! Please do not lie.

Sincerely,

*********************
Business Response
Date: 03/11/2024
Good morning.
Hennessy completed the service that was requested. Hennessy is politely declining to do any other services.
Thank-you,
*******
Customer Answer
Date: 03/11/2024

Complaint: 21384066

I am rejecting this response because:
*******, the service was NOT completed. You can NOT discriminate against someone and refuse to help them because of their race and age, that is the ONLY factor. They never gave me a reason why they decided to not work on my car. No reason whatsoever, go back and listen to the calls! I will be going to WSB and reporting this to the state to inform everyone of the bigotry going on at this location. It will be challenging for continued success to come to your business if you all not only continue to conduct business this way, but in addition, respond to BBB complaints in such a manner! Ive already informed *********************************!
Sincerely,

*********************
Customer Answer
Date: 03/11/2024

Complaint: 21384066

I am rejecting this response because:
*******, the service was NOT completed. You can NOT discriminate against someone and refuse to help them because of their race and age, that is the ONLY factor. They never gave me a reason why they decided to not work on my car. No reason whatsoever, go back and listen to the calls! I will be going to WSB and reporting this to the state to inform everyone of the bigotry going on at this location. It will be challenging for continued success to come to your business if you all not only continue to conduct business this way, but in addition, respond to BBB complaints in such a manner! Ive already informed *********************************!
Sincerely,

*********************
Customer Answer
Date: 03/11/2024

Complaint: 21384066

I am rejecting this response because:
*******, the service was NOT completed. You can NOT discriminate against someone and refuse to help them because of their race and age, that is the ONLY factor. They never gave me a reason why they decided to not work on my car. No reason whatsoever, go back and listen to the calls! I will be going to WSB and reporting this to the state to inform everyone of the bigotry going on at this location. It will be challenging for continued success to come to your business if you all not only continue to conduct business this way, but in addition, respond to BBB complaints in such a manner! Ive already informed *********************************!
Sincerely,

*********************
Customer Answer
Date: 03/11/2024

Complaint: 21384066

I am rejecting this response because:
*******, the service was NOT completed. You can NOT discriminate against someone and refuse to help them because of their race and age, that is the ONLY factor. They never gave me a reason why they decided to not work on my car. No reason whatsoever, go back and listen to the calls! I will be going to WSB and reporting this to the state to inform everyone of the bigotry going on at this location. It will be challenging for continued success to come to your business if you all not only continue to conduct business this way, but in addition, respond to BBB complaints in such a manner! Ive already informed *********************************!
Sincerely,

*********************
Customer Answer
Date: 03/11/2024

Complaint: 21384066

I am rejecting this response because:
*******, the service was NOT completed. You can NOT discriminate against someone and refuse to help them because of their race and age, that is the ONLY factor. They never gave me a reason why they decided to not work on my car. No reason whatsoever, go back and listen to the calls! I will be going to WSB and reporting this to the state to inform everyone of the bigotry going on at this location. It will be challenging for continued success to come to your business if you all not only continue to conduct business this way, but in addition, respond to BBB complaints in such a manner! Ive already informed *********************************!
Sincerely,

*********************
Customer Answer
Date: 03/11/2024

Complaint: 21384066

I am rejecting this response because:
*******, the service was NOT completed. You can NOT discriminate against someone and refuse to help them because of their race and age, that is the ONLY factor. They never gave me a reason why they decided to not work on my car. No reason whatsoever, go back and listen to the calls! I will be going to WSB and reporting this to the state to inform everyone of the bigotry going on at this location. It will be challenging for continued success to come to your business if you all not only continue to conduct business this way, but in addition, respond to BBB complaints in such a manner! Ive already informed *********************************!
Sincerely,

*********************
Initial Complaint
Date:02/13/2024
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.
On October 21, 2023, I worked with *************************. I explained to him that I wanted the RX350 with the premium plus package in iridium. I decided to go with the gray car parked next to it because I liked the color better in person. When we sat down to discuss the price, he told me that this car has an add-on product already installed called Apex Protect GPS that uses GPS technology to locate the vehicle in case it gets stolen. I was hesitant and told him that I shouldnt have to pay for something that I did not ask for. He told me that its already installed and convinced me that it is in my best interest to protect my car. So, I relied on his representation, including the possibility of a reduced insurance premium. I ended up with an RX350 with a premium package (not the premium PLUS package I initially asked for) with a 5-year service for the Apex Protect GPS. ****** did absolutely nothing to explain the new features and technology of the car before I finalized my purchase, so I was expecting it after. Instead, he helped me set up my account, shook my hand and left. To compensate for his poor customer service, I have been slowly learning about my car by reading the manual and watching ******* tutorials. I was SHOCKED and DISGUSTED to learn that the **** RX350 already has a factory-installed, GPS tracking system. Pages 58 *********************************************************************** sum, this is a subscription-based service that uses GPS to provide safety and security features that operate 24 hours a day/7 days a week. It explicitly states on page 58 that Safety Connect includes Stolen Vehicle Location. According to the Lexus app, this service/subscription is active on my account for up to 10 YEARS FOR FREE. In fact, when I open my Lexus app, it shows exactly where my car is on a map. This is my 3rd car from THIS dealership. I never thought that I would be so blatantly taken advantage of. A complaint with the *** is next.
Business Response
Date: 02/20/2024
We truly regret to read this complaint from the customer. Our Sales Operations Director has been in contact with the customer on a consistent basis since last Thursday (2/15), working dilligently with her toward a satisfactory resolution. Per the information he provided, we will be cancelling the customer's APEX and giving her a full refund. We are in the process of trying to get her into her original desired vehicle as well.
Customer Answer
Date: 02/20/2024

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:01/10/2024
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 bought a used Honda CRV on 6/24/2023. The glass of fog lights was broken and need to be replaced. Head lights glass shall be cleaned. A salesperson told me that is is waiting for the parts to come. I keep contacting Hennessy Lexus ******** and left multiple voice message and text message to the salesperson. I also left message in Hennessy Lexus ********'s website. I have not been contacted yet. I need my car to be fixed.
Business Response
Date: 01/17/2024
Sales associate has told me that she has not talked to the customer since we repaired a seatbelt and buffed the headlights. She has talked to the customer today and we have ordered the fog light. It should arrive in 6 business days.
We will contact the customer then for the repair.
*********************
Sales Manager
Hennessy Lexus

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