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

  
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  Hennessy Automobile Companies

  990 Mansell Rd Roswell, GA 30076-1506

  
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  Hennessy Automobile Companies

  5955 Peachtree Industrial Blvd Atlanta, GA 30341-1630

  
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  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:10/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car in for service on 5/26/23. Upon inspection, I was told I needed to replace my 2 front tires, so I did. I was told the new tires would be placed in the front for stability and that I did not need to have my tires rotated since I was buying new tires. During this visit, they also failed to properly install my windshield wipers or reset the car maintenance messages, which made me question if they did any of the things they claimed to perform for the service appointment. I had to take my vehicle back multiple times after that appointment. Also, my 2 "new" front tires began having issues with maintaining tire pressure and I ended up with a flat tire on 9/27/23. I brought the car back to the dealership because the tires were supposed to be covered under the their road hazard coverage. Upon inspection, they tell me the tires don't match what is in their system and we later find out the 2 NEW tires were placed in the rear and not the front. I asked them why did this happen, when I was told that new tires needed to be placed in the front for stability because my car is FWD. My specialist agreed that it didn't quite make sense, but had to go by what was in the system. Then, she tried to justify the tires being placed in the wrong location by telling me my car is RWD so they had to put the tires in the back. However, her print out and my car description clearly states the vehicle is FWD. No one can explain to me how or why the error occurred, only what the "tech placed in the system." This means nothing when the tech claimed to do several things that were not accurately performed or checked and resulted in my multiple return visits. Then the fact that they tried to lie to cover up their mistake instead of being accountable. I am now out of ~$1400 for replacing all 4 tires. I have reached out several times, and I am still awaiting a call from the manager that was supposed to happened on 10/9/23, per the corporate office.

  

  Business Response

  Date: 10/26/2023

  Our Service Director spoke with **************** directly yesterday and apologized for the disconnect in communication, as he was under the impression that Lexus Brand Engagement had handled her concerns. The exchange was very cordial.
  
  The tire replaced was because of damage she incurred from a pot hole, not errancy on the part of the store. Our Service Director shared with **************** that we would gladly offer her a 50/50 split of the two new tires she purchased in the form of a store credit for her as a gesture of goodwill.

  Customer Answer

  Date: 10/30/2023

   
  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:10/13/2023

  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 have special needs and with limited time.So i decided to purchase my preowned certified ****** by trading in existing one because its near to my location. I met a sales **************** he showed me couple of cars but based on his recommendation, i selected a Porsche Cayenne S. however, it did not go for clean and service.it has lot of mess,dents,scratches and not cleaned. I waited for a couple of days, received a price cut $5k. so i visited the dealer and met ****. He said, the car still in service. I mentioned i wanted to see and drive the car as it was full dirt and not cleaned. He promised that the will be as per you expectation and not to worry and you can proceed with the transaction. I mentioned, i dont want to deal with any back forth issues after the transaction. he said, he will take care of everything. Then I bought the without looking. They delivered the car also provided inspection report. They did not inspect the car fully. The bottom plastic panel was completely broken with lot of other cosmetic issues with seats etc. One day, i visted dealer to fix this big part. they fixed it. after one week, the battery was dead. They took for car with loaner for 4 weeks and finally fixed it. I also reminded other issues with steering wheel noise. Sales Manager **** said, its a lubrication issues and he will fix it next time. So I took an appointment last monday to fix all the issues. Then they said, they spent lot of money and they can't fix anyhting with warranty or without warranty. **** General Manager abused ,discriminated as I am an asian, humiliated me infront for stuff ,pushed me over also touched my stuff without my permission this afternoon at 2pm. He threatened do whatever i wanted to do, he needs loaner back otherwise he's going total my car and file theft on me for the loaner if I dont return at 2pm today. I am seeking help how to handle him and his business by dealing the customers unprofessionally. - steering wheel issue - list all my issue in a doc

  

  Business Response

  Date: 10/19/2023

  Good morning **********************,

  There are certainly aspects of your complaint that are valid, while others are not.  You purchased the vehicle on January 25th, 2023.  You made **** aware of several cosmetic concerns that we resolved during the service visit on February 6th, 2023.  Then on April 3rd, 2023 the vehicle was brought in due to battery failure and low tire pressure in the right rear tire.  The battery was at a 96% health at the time of *** inspection therefore something was done leaving it on and/or not driving it for 2 months.  Regardless, we bought a new battery and also covered the right rear tire at no cost to you in the name of customer service.  There was no mention during either the February visit or April visit about any steering wheel concerns.  Fast forward to beginning of October, a full 9 months since purchase, you bring your vehicle in for service and make mention of the steering wheel sound concern.  Our service advisor makes you aware that is not something that is covered under the *** warranty and you agree to have the diagnosis done at your expense.  Then you take our loaner and shortly after leaving call our advisor to state you will not be bringing the loaner back unless we cover the cost of fixing.  Holding our loaner hostage in an attempt to extort services is not acceptable.  We have spent over $3,000 in the name of customer service for you but at some ********************** enough is enough.  We cannot rebuild a Pre-Owned vehicle for you.  If your desire was to have a car without any signs of use then you would have been better off purchasing a new vehicle instead.  Between pricing adjustments made on your behalf as well as buying a battery that you drained and buying a tire you damaged in the 3 months you had the vehicle we have invested over $8,000 to accommodate all of your requests.  After your visit in April my Pre-Owned Manager had a conversation with you directly and stated "If I buy you a battery, replace the tire and touch up a few minor interior areas will that make you happy and resolve ALL concerns you have?"  Your response was "yes."  To come back months later and then request additional things to be done is not reasonable.  Holding our loaner hostage is not reasonable.  Pulling into our service drive screaming and scaring other customers is not reasonable.  

  The final point to refute is at no point did any employee lay hands on you.  When you exited our loaner on the drive I went to step in the vehicle to move it off the drive and you grabbed my arm.  I advised you "do not lay your hands on me."  At this point I asked you what items of yours do you have in the car and you pointed to your laptop and one other item.  I asked my Service Manager to grab them and place them in your vehicle.  You continued to scream on the service drive to which I simply started our loaner and parked it outside.  At this point you got into your vehicle and drove off.  

  Your behavior scared employees and other customers.  For the safety of everyone involved we have asked that you do not return to our dealership.  We have another convenient location just a few miles away that you can service your vehicle, Porsche Atlanta Perimeter.

  *******************

  General Manager

  (attached you will find both repair orders noting any and all customer concerns and the resolution to refute any claims to the contrary)

  Customer Answer

  Date: 10/24/2023

  First off all the way **** treated me in the phone and at Hennessy in front your staff , brutally humiliated, completely horrible , shouted, yelled, pushed over physically, very aggressive, rude, unprofessional, unacceptable behavior and unethical. **** touched and moved my stuff without my permission. What if I bring my special needs daughter with me to ******* for drop off the loaner. I couldnt think about What hes going to do with my daughter as he was very aggressively shouting at me saying give my car back repeatedly. I was totally shocked with Marks crazy reaction.
  
  
  I repeatedly asked **** in the phone that i wanted to meet the owner when I was planning to drop off the loaner but he refused and didnt confirm.
  
  
  We bought luxury CPO car and we have our own expectations with brand. ******* didnt meet my expectations at all. I was happy with *****************.
  
  
  ************** Manager argued with me that he cant spend a ***** with this car for the repairs. **** also said same. I dont understand why they are saying with me its not my problem. They did not inspect the car thoroughly and sold it to me . If they would have said AS IS before I buy, I would have chosen different car. I  made a purchase without looking the car as I trusted them also because **** promised me that they will take care of all the issues once I buy it without worries. Now theyre saying they never said that and dont want to spend a ***** with this car. 
  
  
  I am not asking to replace the car. I am requesting to fix the issues whatever outstanding since January.
  
  
  Regarding battery statement   - NOT TRUE.  The car was only there in the garage for a week or two without driving. I am not a newbie. I have been driving cars for many years also I traded similar car Porsche Cayenne SE Hybrid Platinum Edition 2017 year and know how to take care of it.
  
  
  Holding loaner- I visited Hennessy for repairs to report they said they need to schedule the appointment to address the issues then provided the loaner. Dropped off my car and got the loaner on Monday. They never contacted me until next Tuesday. This is their customer service. Started saying everything is not covered under warranty. I even approved for replacement of the tire also confirmed to cover trunk inside trim on my own. So where is the situation that I was holding the loaner. **** is also started lies. I never expected that this staff lies always with unprofessionalism.
  
  
  Steering wheel noise: I already reported in the month of battery issue when picking up. I showed **** and he confirmed that this is a lubricant issue will fix when come back. Whos lying here?
  
  
  Think about in customer perspective that spending almost $70K without looking car and promise made by Sales agent that they will take care of the all issues after purchase as per my expectations. Sales agent lied, sales manager promised to fix the steering wheel noise now hes lying finally **** doesnt want to do anything though theyre covered or not covered by warranty. This is completely discrimination against me that they dont want to do anything with car and forced me not to come back to ******* for anything. How rude it was?
  
  
  Outstanding issues:
  steering wheel noise 
  Cigarette socket corrosion
  Front seats have permanent scuffs ( previous owner spilled something in deeply penetrated)
  Trunk lid inside trim( lot of deep scratches/scuffs)
  Engine bay paint spray marks
  Memory seats are not working with remotes
  Homelink is not working
  Apple car play is not working 
  Navigation screen goes blue 
  Plus
  I spent $3K for ceramic,PPF and tint( these are dealer specific are already have issues ) I cant go anywhere for warranty.
  
  
  If they dont want to touch, repair, service my vehicle at Hennessy as per ***** I need full refund of $3K. I also bought additional 2 years for CPO 
  
  
  BBB, I need your help to I report ****   attitude to the owner so that the owner knows about the staffs behavior with customer and it will not repeat with other customers to become victims like me. Or not sure the owner is encouraging the staff to do this with customers who paying lot of hard earned money to buy the high end luxury cars at Hennessy.
  
  

  

  Business Response

  Date: 10/26/2023

  After doing a thorough investigation of all parties involved on our side, we have repeatedly heard that Mr. **************;was agreesive and rude to his sales person, two sales managers, a client experience manager and finally our general manager.  
  
  We have an obligation to provide a safe and non-threatening work environment for our employees and customers.  We feel that the exchanges with this customer are in conflict with this policy.  We are not interested in making any accommodations to this customer or working with him in the future.  

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20727122
  
  I am rejecting this response because:
  

   

  Hennesy 
  
  
  First off all the way you treated me in the phone and at Hennessy in front your staff , brutally humiliated, completely horrible , shouted, yelled, pushed over physically, very aggressive, rude, unprofessional, unacceptable behavior and unethical. **** touched and moved my stuff without my permission. What if I bring my special needs daughter with me to ******* for drop off the loaner. I couldnt think about What hes going to do with my daughter as he was very aggressively shouting at me saying give my car back repeatedly. I was totally shocked with Marks crazy reaction.
  
  
  I repeatedly asked **** in the phone that i wanted to meet the owner when I was planning to drop off the loaner but he refused and didnt confirm.
  
  
  We bought luxury CPO car and we have our own expectations with brand. ******* didnt meet my expectations at all. I was happy with *****************.
  
  
  ************** Manager argued with me that he cant spend a ***** with this car for the repairs. **** also said same. I dont understand why they are saying with me its not my problem. They did not inspect the car thoroughly and sold it to me . If they would have said AS IS before I buy, I would have chosen different car. I  made a purchase without looking the car as I trusted them also because **** promised me that they will take care of all the issues once I buy it without worries. Now theyre saying they never said that and dont want to spend a ***** with this car. 
  
  
  I am not asking to replace the car. I am requesting to fix the issues whatever outstanding since January.
  
  
  Regarding battery statement   - NOT TRUE.  The car was only there in the garage for a week or two without driving. I am not a newbie. I have been driving cars for many years also I traded similar car Porsche Cayenne SE Hybrid Platinum Edition 2017 year and know how to take care of it.
  
  
  Holding loaner- I visited Hennessy for repairs to report they said they need to schedule the appointment to address the issues then provided the loaner. Dropped off my car and got the loaner on Monday. They never contacted me until next Tuesday. This is their customer service. Started saying everything is not covered under warranty. I even approved for replacement of the tire also confirmed to cover trunk inside trim on my own. So where is the situation that I was holding the loaner. **** is also started lies. I never expected that this staff lies always with unprofessionalism.
  
  
  Steering wheel noise: I already reported in the month of battery issue when picking up. I showed **** and he confirmed that this is a lubricant issue will fix when come back. Whos lying here?
  
  
  Think about in customer perspective that spending almost $70K without looking car and promise made by Sales agent that they will take care of the all issues after purchase as per my expectations. Sales agent lied, sales manager promised to fix the steering wheel noise now hes lying finally **** doesnt want to do anything though theyre covered or not covered by warranty. This is completely discrimination against me that they dont want to do anything with car and forced me not to come back to ******* for anything. How rude it was?
  
  
  Outstanding issues:
  steering wheel noise 
  Cigarette socket corrosion
  Front seats have permanent scuffs ( previous owner spilled something in deeply penetrated)
  Trunk lid inside trim( lot of deep scratches/scuffs)
  Engine bay paint spray marks
  Memory seats are not working with remotes
  Homelink is not working
  Apple car play is not working 
  Navigation screen goes blue 
  Plus
  I spent $3K for ceramic,PPF and tint( these are dealer specific are already have issues ) I cant go anywhere for warranty.
  
  
  If they dont want to touch, repair, service my vehicle at Hennessy as per Mark. ITS A FULL OF DISCRIMINATION. I need full refund of $3K.
  
  
  BBB, I need your help to I report ****   attitude to the owner so that the owner knows about the staffs behavior with customer and it will not repeat with other customers to become victims like me. Or not sure the owner is encouraging the staff to do this with customers who paying lot of hard earned money to buy the high end luxury cars at Hennessy.
  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/21/2023

  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 Jaguar XF from Gwinnett Hennessy in December 2019. I was repeatedly told, and sales documents state, the car is legally considered new. Jaguar includes a 5 year/50,000 mile warranty with purchase of a new car. I later discovered that Hennessy Jaguar had invoked the warranty a year earlier, in 2018. Thus, rather than having five years warranty on my car, I only have four (approximately.) Since no one ever told me the warranty had been initiated, I am being deprived of one year of warranty I am due. I want Hennessy Gwinnett to honor the five year warranty from date of purchase.

  

  Business Response

  Date: 09/28/2023

  We regret to hear this feedback from the client. With that being said, the client purchased a service loaner vehicle from ** that had ***** miles on it. All of our service loaner cars must be titled and registered to be usable.
  

  For being an active service loaner in used status with ***** miles, the car was discounted $21,193.75 from MSRP. The client was made aware of this prior to purchasing.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20636858
  
  I am rejecting this response because:
  
  I was never informed by the dealer that the 5 year warranty had been triggered. When told a car is considered new (which I was by the dealer and as stated in sales documents), most people are going to assume the time warranty will start with date of purchase.  Indeed, all new cars have some mileage on them but the time warranty is not triggered. New cars are routinely discounted (or at least they were before the pandemic, which is the case here), so a substantial discount is not unusual and has nothing to do with being informed that the time warranty had been triggered a full year prior to the purchase date.  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20636858
  
  I am rejecting this response because:
  Gwinnett Jaguar is just repeating themselves the car was sold to me as new as shown in sales documentation, and described by the sales person. As such the new car warranty should apply for the five years. It is true I was aware that there were **** or so miles on the car but I was never informed that the five-year warranty had also started more than a year prior.  I am merely asking that the dealer abide by the five-year warranty for a new car based on the date of purchase, which is what anyone buying a new car with assume. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20636858
  
  I am rejecting this response because:
  Gwinnett Jaguar is just repeating themselves the car was sold to me as new as shown in sales documentation, and described by the sales person. As such the new car warranty should apply for the five years. It is true I was aware that there were **** or so miles on the car but I was never informed that the five-year warranty had also started more than a year prior.  I am merely asking that the dealer abide by the five-year warranty for a new car based on the date of purchase, which is what anyone buying a new car with assume. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/05/2023

  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 my late model used vehicle on June 21, 2022. My car was worth $35.068.29 in total. This is both my car and the tire, paint and leather coverage. I am here to complain about my purchase of my vehicle. I have only gotten two oil changes on my car and Ive only had my car for a year and about 3 months now, I was informed after my second oil change because something went wrong that my warranty had expired after ****** miles and I received my car at ****** miles. They stated that this warranty started with the previous owner buying the new car. What happened to my car was after my oil change on August 11, 2023. My car decided to lock up and hesitate to move on the 15th of August. There was no rattling or service alerts prior to needing an oil change. It was blowing out the white smoke from the exhaust pipe and it smelled like it was burning oil and then, I had to get my car towed to my house on August 13th. The following week, on August 26th, I got my car towed to the dealership. I got my car diagnosed at the Hennessy dealership by *********************. They then stated that nuts inside the turbo were loose causing catastrophic damage to the turbo, the damaged turbo is siphoning oil out of the engine, and the exhaust vehicle will not crank. They proceeded to produce the invoice, which was $36,222.19 to repair my car. I wanted to get to the bottom of this regarding the damage and he stated that this does not happen instantly, it happens over time. I went to the dealership on Friday, September 1 and asked to speak to ****, who serviced my car, and the receptionist stated that he no longer works at the facility. I then spoke with the service manager, ******. He discussed with me that I would not get the total amount that I paid for the car and I would have to talk to the general manager when he gets back from vacation on September 8. This is an extreme inconvenience and I dont think I should be held accountable for a faulty product.

  

  Business Response

  Date: 09/12/2023

  Our General Manager spoke with the client directly yesterday and the conversation was very positive. Though this is not our fault or the client's (it is due to mechanical failure), we sympathize with his frustrations and will do everything we can to assist. Our ****************** Team is currently looking into finding the client a used engine that is more palatable cost-wise. 

  Customer Answer

  Date: 09/14/2023

  I spoke with *************************** over the phone, the service manager, on 9/14/23 regarding my car. He told me that they found a used engine for my car with ******* plus miles on it and it would cost me $10,000 to pay for the engine or he could find another for lower mileage and I would be looking at paying $16,000 had he stated with the ******* mile engine he found that I would still have a chance of having problems. My car only has ****** miles on it currently, so that would be a disservice to myself. He also offered to work with me on not having to pay for labor. He acknowledged that this wasnt my fault and they didnt want to take any responsibility for a car that was having mechanical issues. I have been out of the car for a month and this is a real inconvenience. They havent provided me with a rental car or offered to provide one. Im paying a monthly payment for a car I dont have in my possession and its also hard for me to get to work. I dont feel like I should be responsible, being that they said its not my fault and I know its not. I would like a full refund or trade my car in without being upside down in my car loan. I would like it to be the same amount as my current loan. Nothing that was offered from them was a solution to my problem. It only compounds my problems. To me, the only reasonable solution for me is to trade a car with equal value.

  

  Business Response

  Date: 09/20/2023

  Per our General Manager, we cannot trade the customer out of the vehicle with an even swap. The vehicle is worth around $5k at best without a functioning engine, and the customer owes $30k. The customer had the option of purchasing a extended service agreement at the time of purchase but declined. We have offered the customer several different options, including discounting a new or used engine by several thousand dollars to help. We truly regret to hear this feedback from the customer, but his expectations are unmeetable.

• Initial Complaint

  Date:08/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a from Hennessy Lexus of Atlanta on 7/5/23. The information to register the car was sent to my local county clerk/tag off in ********* as I purchased the car NOT in the state I live in. The information that was sent to the county clerk was incorrect and had to be sent back to the dealership. This was all done on 8/4/23. I have called the dealership multiple times to speak to someone as during this entire process, my temp tag has now expired and I am having to drive around on an expired tag and temp registration. Unfortunately, each time I call and am transferred to "tag and title" either no one answers OR I get a answering machine.

  

  Business Response

  Date: 08/29/2023

  We truly regret to hear about this inconvenience the customer has experienced with registering their vehicle. We have been informed that the paperwork necessary for registration was initially sent to ******** County on 7/19/23 via **** However, due to a *** delay, it was received by ******** County on 8/4/23. Our Tag and ************ contacted the ******** ************* and was informed that they returned the paperwork to us via regular mail on 8/14/23. As soon as we receive that paperwork, we will make any necessary changes and promptly resend it to ******** County for processing. We understand the urgency and will work to ensure that this matter is resolved as quickly as possible. We thank the customer for their patience.

• Initial Complaint

  Date:08/16/2023

  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 August 03 2023 we took our vehicle to ********* Honda of Woodstock for service. Service was for a recall and issue with the ** not cooling well and a noise coming from the compressor area. On that day after "inspection" they quoted us $2131.81 for parts and labor. We accepted the repairs with the expectation that this would fix the **. When the vehicle was picked up 5 days later the ** system seemed to be cooling but not at full capacity we gave it the benefit of the doubt thinking it needed more time to fully cool however after a few days the ** was worse than before the repairs, We took the vehicle back on 8/15/2023 and were advised that additional repairs were needed at $1900 plus but that they would provide a discount of $500. If we agreed that would mean that the total repair would add up to over 3.5k. We disputed this with the dealer as they failed to properly diagnose the device in the first place and had we had the whole picture of the costs at the beginning it is likely we would have declined the repairs as a whole. At this point we have now Lost $2274.46 as the ** still does not work on the vehicle making the repairs and cost pointless. They have taken advantage of a retired senior citizen and duped him out of over 2k. We are requesting a refund as they would not negotiate to repair the additional component for the cost of parts only and the previous repairs are obsolete as the ** does not work. We could have spent $0 and the ** would have been in a better condition than how they left it. Before repairs ** would cool mildly after repairs it only blows hot air.

  

  Business Response

  Date: 08/18/2023

  We regret to hear about any miscommunication and inconvenience the customer experienced during their recent service visit.
  
  We want to clarify that the compressor and evaporator are two separate components that serve different purposes in the ** system. After inspecting the compressor, ************** determined that it needed to be replaced, as it was causing a rattling noise. Once the compressor was replaced, the ** was blowing cold air at a temperature of 49 degrees.
  
  On August 15th, when the customer returned with the concern that the ** was no longer blowing cold air, ************** diagnosed the issue and determined that freon was leaking from the evaporator. We provided a $500 discount on the repair cost as a gesture of goodwill, but the customer declined, believing this issue should be covered under their original repair.
  
  We understand the customer's frustration, but we stand behind our diagnosis and repair recommendations. Unfortunately, we cannot refund the money for the repair work as the replacement of the compressor was needed and resolved the initial rattling noise issue.

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20479175
  
  I am rejecting this response because: ************ needs to take accountability for their lack of honesty and competence. They are charging people thousands of dollars for what appears to be guesses of what is wrong with the vehicle that will fix the issues reported by the customer. In the repair forms they stated the inspected the ** system. If that was true why did they not see the supposed issue with  the evaporator on the first inspection. Why did they not find the Actual issue with the **? We took the car to another mechanic who did manage to fix the vehicle's ** he found that the second diagnoses by Hennessy Honda was once again incorrect. This mechanic replaced a completely separate component for under $300 dollars whereas Hennessy was quoting us a $1900 on top of the $2200 We had already paid for the ** issue. If we had agreed we would have once again been left with an inoperable vehicle and out of another thousand plus dollars.  

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

  

  Business Response

  Date: 09/06/2023

  During the first visit, we resolved the customer's initial noise concern by diagnosing worn A/C compressor bearings and clutch. Since the evaporator, responsible for cooling, was functioning well and located behind the dashboard, we did not suggest any extra repairs at that time. However, during the second visit, we detected that the freon had leaked out and upon further examination, we found a leaking evaporator. This issue was not detectable during the initial assessment of the vehicle. Though we truly regret to hear this feedback from the customer, we stand behind our original response.

• Initial Complaint

  Date:08/07/2023

  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.

  must express my deep disappointment with my recent interactions with HENNESSY PORSCHE IN *******, **. I find it hard to recommend this dealership for any services due to the lack of integrity and customer service displayed by its staff. Even Porsche Cars North ******* failed to help me resolve the issues I encountered.From my experience, key members of the team, including:GENERAL MANAGER **********************, SALES MANAGER *******************************, FINANCE MANAGER *********************************, AND SERVICE ADVISORS *************** AND *****************************,displayed unprofessional behavior throughout our interactions.I had been an enthusiast of luxury vehicles for years, and I decided to purchase a Porsche for the first time in January 2022. Due to lack of inventory, the dealership had to special order a Panamera for me, which took an exorbitant nine months to arrive. Upon the arrival of the car, I, along with my family, visited the dealership to finalize the deal.I opted for customization services such as tinting windows, adding a film to the car, customizing the brake calipers in red, and black detailing on the door handles and side mirrors. The total cost amounted to $142,000. I later discovered that the base price of the car was $109,000 and they had charged me an additional $12,000 for an extended warranty and an excessive $22,000 for the requested custom work. After researching market rates, I discovered these customizations could have been done for significantly less.Upon this discovery, I decided to cancel the extended warranty, but the process was drawn out over three months of relentless back-and-forth with the unresponsive General Manager. At one point, they even called the police on me when I visited the dealership to resolve the issue. Thankfully, I eventually received a refund.My recent visit on August 4, 2023, for a complimentary oil change and to fix a damage on the film (which was covered by a 10-year warranty) led to further disappointment. They refused to provide a loaner car or even cover the cost of an Uber ride to my workplace, which was only three miles away. They quoted an inexplicable $600 to fix the film, and when I tried to contact the Sales Manager and Finance Manager, my calls went unanswered.When I finally contacted the ****************** to pick up my car, I was met with threats of towing and police intervention if I didn't pick up my vehicle promptly. My attempts to get them to pick me up or cover an Uber ride were flatly denied. Left with no option, I had to send my wife and son to collect the vehicle.It is extremely distressing that after spending over $150,000, I was treated with such disdain and disrespect. I am now bound to this dealership due to the warranty coverage, even though I can no longer trust their service.I LEAVE IT TO YOUR JUDGMENT TO DECIDE WHETHER OR NOT TO CONDUCT BUSINESS WITH A DEALERSHIP THAT EXHIBITS SUCH DISREGARD FOR THEIR CUSTOMERS.Any Question you may call me at ************ ****

  

  Business Response

  Date: 08/10/2023

  There will be no further communications with this person.  The information presented is not accurate but more importantly threats of gunfire and physical violence have been made on numerous occasions by this person, all captured on recorded phone lines.  ********** have a restraining order in place and if there is any further communication attempted with any employee of Hennessy and/or this person shows up on property he will be arrested immediately.  This has been made abundantly clear and any/all communication ends with this reply. Thank you.

• Initial Complaint

  Date:08/05/2023

  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 6/1/2023, I purchased a vehicle (used 2022 Acura MDX) from this dealer, Hennessy Cadillac. I just wanted to say the sales team that I worked with were highly professional. However, when I decided to purchase the vehicle, I asked them if everything was OK with his vehicle? I specifically asked if the tires are still good? I was assured that this vehicle received a full point inspection and everything on the vehicle was in good shape. However, on 07/28/2023, my tires seem to be leaking pressure. I took my vehicle to ***** tires were they showed me that not only did I have two very bad back tires, that were threading from the inside and the passenger rear wheel was bend. The front tires had 20% life left. I have driven less that **** miles on this car. I called the dealership to ask what happened why I was not informed of the bad tires and no one got back to me. The sale rep who sold me the car told me he will call me back, however he called and the phone rang once, and when I called back he did not answer. This dealership failed to fully disclose the issues with the car. If they told me I needed tires, I would have gotten new tires the next day. Not risking the lives of with my kids on tires that are completely worn out. This dealership FAILED to fully disclose the problems with the car thereby causing me more money and trauma that I could have been in an accident.

  

  Business Response

  Date: 08/09/2023

  We truly regret to hear these concerns from the customer. Our Management Team has confirmed that we put four brand new tires on the vehicle several days prior to it being purchased by the customer (please see Repair Order attachment); we did not sell the customer a vehicle with bad tires.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20426652
  
  I am rejecting this response because:

  Someone clearly did not do their job. This are not new tires. I have a report attached from ******************** on 6/24/2023, the car only had ****** miles on it, three weeks after I bought this car in which my tires failed! This place knowingly sold me a car with bad tires and forged records. Which is against Georgia Law. I talked to the sales manager who kept telling me what the papers says they changed the tires but could not tell me the first name of the mechanic who completed the work order. They did nothing. They clearly messed up. Do not trust this company! No one from this company couldn't even apologize. I'm not done with this company.   
  
  Sincerely,
  
  Ebi D'alessandro

  

  Business Response

  Date: 08/17/2023

  We see that the customer is asking for reimbursement of wheel repair -- can the customer elaborate on what repair exactly? We are happy to take care of reimbursement his back two tires.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20426652
  
  I have attached the report from ******. They told me the wheel was **** from the inside. The wheel repair was $150. The car was in an accident per the carfax with the prior owner. 
  
  Sincerely,
  
  Ebi D'alessandro

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20426652
  
  I am rejecting this response because:
  I have attached the report from ******. They told me the wheel was **** from the inside. The wheel repair was $150. The car was in an accident per the carfax with the prior owner. 
  
  Sincerely,
  
  Ebi D'alessandro
  Sincerely,
  
  Ebi D'alessandro

  

  Business Response

  Date: 08/23/2023

  Our General Sales Manager has spoken directly with the customer; we will be cutting the customer a check for $600.

  Customer Answer

  Date: 08/23/2023

   
  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,
  
  Ebi D'alessandro

• Initial Complaint

  Date:07/13/2023

  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.

  Over sold, DROVE a total of 32 miles to & from a second hand auto parts lot for ceramic coating. (Probably not accredited) the flaws made the car looked used. (It was brand new with 2 miles on it) To include spillage of seal onto head and tail lights. ********* and nicks. Because the car was driven (out of company lot) they also risked a nail puncture into that was found in tire. Im afraid the ceramic coating being reapplied will either look clumpy or somehow result in needing to take off old with some residual additional of original paint being removed. The point of this coating is to keep it looking new up to 5+ years. REALLY selling the option. I will 100% guarantee to look like it just came off the truck they promised it had just came off of OR exchange

  

  Business Response

  Date: 07/19/2023

  Our General Sales Manager spoke with the customer yesterday, and we will be fully rectifying the issue. The vehicle will be delivered back to the customer tomorrow in perfect shape and with some compensation. 

• Initial Complaint

  Date:06/18/2023

  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 2018 ********* $30,000.00 and have driven less than ***** miles. *** right rear brakes are worn so bad that the rotator may need replacing. At this point, the dealership is refusing to respond to my request to replace the brakes as the brakes were obviously badly worn when I purchased the vehicle.

  

  Business Response

  Date: 06/23/2023

  The customer purchased his ******** in December of last year as-is after the vehicle passed its safety inspection. We regret to hear this feedback from the customer, but we cannot approve repair coverage in this case.