Complaints

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

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  Hennessy Automobile Companies

  3393 Old Norcross Rd Duluth, GA 30096-5874

  
• 

  Hennessy Automobile Companies

  1505 Mansell Rd Alpharetta, GA 30009-4710

  
• 

  Hennessy Automobile Companies

  990 Mansell Rd Roswell, GA 30076-1506

  
• 

  Hennessy Automobile Companies

  5955 Peachtree Industrial Blvd Atlanta, GA 30341-1630

  
• 

  Hennessy Automobile Companies

  3040 Piedmont Rd NE Atlanta, GA 30305

  

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

• Initial Complaint

  Date:06/16/2023

  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.

  Today I went to the Hennessy Jaguar Land Rover Gwinnett because I was hearing a strange noise in my vehicle. The service advisor I was working with, named ******, didnt seem like he was in the best mood, like he didnt want to be there at work. He got the vehicle checked out and said I needed to replace the Idle intentional pulley which would cost $******, I asked him can he check my extended warranty to see if that part is covered. He said that he looked my warranty up and that it was not. Im quite sure it was. I told him I have the extended warranty paperwork in my car, and I can go show him myself that it is under warranty and call the company that my extended warranty was under. He told me No that I couldnt go into my car, because it was in the back getting serviced. So, I asked him can he get his supervisor to look into the extended warranty. He got a manager named ***** to come over and look my warranty up. He looked it up and stated as well that I didnt have the warranty. So, I went ahead and paid ******. I asked ****** can I see the part they took off my car so I could see the part. He said no and started being rude. When they got done with my vehicle, I got the extended warranty paper out of my car, and I called the provider who the warranty is under. They stated that I did have a warranty and that part was covered. I went back into the service center to let the customer service representative tell the manager ***** and the service advisor ******. That I do have a warranty for that part and its covered. They looked up the warranty again and they said they found it in another area. I feel like they didnt care to service me and take the time to look up the warranty for me. They just wanted to take my money. I feel like the racially profiled me. Im assuming because of my demeanor and the way Im dressed they misjudged me and didnt think I had a warranty. I dont think I will ever return to this dealership to receive bad customer service from ****** and *****.

  

  Business Response

  Date: 06/23/2023

  We truly regret to hear about the customer's concerns; we pride ourselves in providing the same exceptional service to all of our customers, always. We understand that there was concern raised when the customer's warranty company noted that they weren't going to cover the needed part. The customer requested to talk to a manager before leaving and spoke with ***************************, who called the customer's extended warranty company directly. The customer's extended warranty company said that this was a mistake, that the part is covered, and that they will send a reimbursement check to the customer. Our most recently communication with the customer about this issue directly was on 6/16. Sales Manager ********************* spoke with the customer after this complaint was escalated to our Management Team to clear up any confusion, as ***** did not work directly with the customer. 

• Initial Complaint

  Date:06/16/2023

  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.

  ****** is refusing to exchange tires claiming they are in good condition according to their records.

  

  Business Response

  Date: 06/23/2023

  Please see attachments; our General Sales Manager pulled the inspection photos of this customer's vehicle from ***********, which verify that customer's tire measurements at time of CPO inspection (less than 300 miles ago) were within proper CPO specifications at 6 and 7mm and sent them to the customer directly. We truly regret to hear this feedback, though we will not be exchanging the vehicle's tires or accepting the customer's vehicle back.

• Initial Complaint

  Date:05/25/2023

  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.

  Purchased a warrantied pre owed Land Rover SVR from Buckhead Landrover June of last year. The was sold as THOROUGHLY gone through. It had a coolant leak, keyless entry, heads up display all repaired within 2 months time of me owning it. We could never get the *** to work right but wasn't a HUGE issue as my wife uses apple car play. Finally came time to get a service done as the car was also having starting problems come to find out what we though was likely just a lack of subscription for driving alerts is actually a failed IMC unit at ****. I called the dealership multiple times, politely explained what was going on asked to speak to a manager and just get the transfer around game. Id never do business with these jokers again. Car was 100% not gone through literally AT ALL. I take responsibility for not addressing the *** immediately when I got it home and realized it still said Georgia on it but man IM super disappointed you can't even talk to anyone at this place unless you tell them you want to buy a car. Expect this level of service from other brands but a bit cheesed at this. The LandRover here in town is exceptional.

  

  Business Response

  Date: 07/20/2023

  We're sorry to hear this feedback from the customer. Per our warranty admin, the part in question (IMC) should be covered under CPO warranty unless there are outside factors involved. We have made our ****************** Team aware of the customer's complaint and welcome/encourage the customer's home ********************** to contact our ****************** Team about this issue.

• Initial Complaint

  Date:05/18/2023

  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 Range Rover Velar from this dealership in May of 2020 and was not informed that this car was a lemon buyback. This dealer is required by law to reveal this information and did not. Since then, this dealer has done nothing but short-change me and give me the runaround and stated that this is just a "misunderstanding" on my end. I know live in ************** and have been told they won't even purchase the vehicle back unless I bring it back to Atlanta. This is unethical and illegal!

  

  Business Response

  Date: 05/25/2023

  We regret to hear this feedback from the customer and appreciate the opportunity to address her concerns. Our General Manager spoke directly with the customer last week, confirming that she received and signed documentation detailing the vehicle's history during the purchase process (please see attachment). We have since emailed the customer copies of the vehicle's CarFax report and the signed documents confirming her awareness of the vehicle's status.

  We would like to clarify that while we have expressed willingness to repurchase the customer's car, the cost of transporting the vehicle from ************** to our dealership in Atlanta would be deducted from the trade-in value, as it constitutes an additional expense.

• Initial Complaint

  Date:05/12/2023

  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 dropped my 2012 Land Rover Range Rover Sport off for a service recall from the manufacturer & to get a diagnostic. The dealer said they completed both and reluctantly provided me documents describing services rendered. The recall was for a fuel tank issue which I didnt notice. Now I have fuel leaking from my vehicle at an alarming rate after only driving for under 50 miles since the repair. *** tried several times contacting the dealership without any follow up. They are avoiding my calls and become impossible to communicate with. I live approximately 4 hours away.

  

  Business Response

  Date: 05/16/2023

  Our Service Manager, *************************, spoke directly with the customer on Saturday, 5/13 and was able to identify a miscommunication that had occurred regarding the customer having the wrong phone number for our ******************* ****************** agreed to look at the customer's vehicle and let him know that if his fuel leak concern has anything to do with the recall repair, we will take care of it. The customer has ********************** number now and will be reaching out to ** when he is ready to bring in his vehicle.
  

• Initial Complaint

  Date:05/09/2023

  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 12/22, I purchased a 2020 HSE from Land *********************************************** This vehicle had been a lemon. The original owner in ** had reported a jerking problem, the dealer took it back and the car ended up in Land ***************************** The dealer advised that the engine and other components had been replaced and the problem fixed. Based on that information, I moved forward with the purchase. I traded my vehicle and accepted about $3k less than I was being offered at another dealer because I felt I was getting a great deal, a 2020 with a brand-new engine, less than 50k and in excellent condition. About a month later with less than 1k miles driven the jerking problem began, the same original problem. I have taken this vehicle to the dealer on multiple occasions, at one time it was there for about 27 days. As of now, the vehicle has been in the dealer for about 45 days total for the same jerking problem. After multiple attempts to fix it, the dealer has agreed to take the vehicle back as a trade-in. The problem is that they have low inventory and they do not have anything in good condition with the same trim level as mine. The current used inventory of vehicles is the next trim level up for more than $20k. They offered to discount $2000 off another vehicle, but I was never in the market for a $70k vehicle nor can I afford it. Meanwhile, I have been making car and insurance payments for 5 months and I have been without my vehicle more than 40 days. I have spent a lot of time dealing with these issues and without a car because a loaner is not always available. I met *************************, the used sales manager, last week to discuss this matter and he was very condescending making me feel uncomfortable being in the dealer. There was no apology for the inconvenience this vehicle has caused, barely spoke to me, and left a sale person in charge. I sent an email to the person above him, *************************** and no reply to date. Since this vehicle was already a lemon, the lemon laws do not apply, and I will be out of warranty soon.

  

  Business Response

  Date: 05/16/2023

  Our General Sales Manager spoke directly with the customer last week in order to work toward a resolution. Unfortunately, there is no way for ** to simply replace the vehicle -- we are going to continue to search for a vehicle to trade the customer out.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20038050
  
  I am rejecting this response because I cant wait indefinitely until they find a replacement. There should be a time frame to resolve this issue as I continue to make payment on a vehicle that is not performing as it should.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/18/2023

  We can absolutely guarantee that we will make good faith efforts to resolve this issue as soon as possible.  That being said, we cannot provide a time frame.  We are not able to control the market supply.  Consequently, we cannot commit to a date when we don't know how long it will take.

• Initial Complaint

  Date:04/24/2023

  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 1/1/2022 I purchased a 2019 Range Rover (vin # SALWR2REOKA854552) white in color. The vehicle was paid in full around 12/13/22, and I received a letter stating paid in full on 1/14/2023. I contact Hennessy dealer on 12/15/22 and they sent me a cancellation form and requested documentation showing the vehicle was paid in full. I signed the form and returned it with the paid in full document. I request GAP, CAR CARE VSC and SURFACE PROTECTION PLUS contract to be cancelled and send me a refund check. We shared multiple emails from 12/13/22- 4/4/23. The finance Director *********************** contacted me on 12/27/22, due to the problems I was experiencing with the refund process. I was thinking to my self, finally , I can get some help. I email him a few more times and no response. I called the dealer ship on 4/4/23 and a person in finance advised he would check on my application and speed up the process. Two days later I called again and it went to a voice mail. I have tried to reach out to this company via phone calls and emails and no response. This is why I am contacting BBB, I need help. GAP insurance- $995.00, ********* VSC- $7,999.00 and Surface protection plus- $1256.00.

  

  Business Response

  Date: 04/25/2023

  Our Management Team has spoken directly with **************; we have issued his refund check as of today (4/25/23). Please see the attached receipt.

  Customer Answer

  Date: 04/28/2023

   
  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:04/21/2023

  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 February 22, 2023, I paid a refundable credit card payment of $1,000 to Hennessy Lexus of Atlanta to reserve a preorder for a 2023 Lexus RX 350h automobile. On April 3, 2023, I signed the purchase documents for this vehicle and was told by both the sales rep *************************** and the business manager (El ***** that my credit card payment could not be applied toward my down payment and would be refunded to my credit card within 10 business days. On April 4, 2023, my new vehicle prep work was completed, I paid my down payment via debit card, and accepted delivery of my new vehicle.On April 20, 2023, I notified my sales **** ******* that I had still not received my refund back to my credit card, and it had now been 12 business days since I had taken delivery of my vehicle. ****** said she spoke with El **** who indicated that a check for $1,000 would be mailed instead of a credit applied back to my credit card. I told her I would make plans to come back the next day, April 21, 2023, and personally pick up my check since my refund was already past due. She then responded that there had been some "confusion" and my check had allegedly already been mailed on April 10, 2023. I replied that since had already been 11 days since it was allegedly mailed, the check should be voided, and I would plan to come by on April 21, 2023 to personally pick up the deposit refund check of $1,000.

  

  Business Response

  Date: 04/26/2023

  Our General Sales Manager has confirmed that we have the customer's refund check ready here at the **********************.

  Customer Answer

  Date: 04/29/2023

  Ive asked the dealership to mail me the check with tracking information as I was out of town on business for a week. This is a reasonable request, and I shouldnt have to travel the the dealership to pick up a check at their convenience. They have already inconvenienced me enough with their delays and excuses for why the refund was not generated prior to my complaint. They need to mail it and provide me with a tracking number.

  

  Business Response

  Date: 05/04/2023

  Our sincere apologies for the delay in response. We sent the customer's check out on Monday 5/1 (tracking number provided in a document attached to this email).

  Customer Answer

  Date: 05/04/2023

   
  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:04/04/2023

  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 had work done on my Porsche Panamera at Hennessy Porsche in *******, **. I picked it up on3/31/23.I was in touch with the Service Manager *************** while my car was being fixed.He told me I needed new Hood lifts for $245. I explicably told him not to put them on, that I could do it myself, he did any way and charged me $245.He also told me I needed a transmission fluid change for approximately $700. He had already done this service about 6 months ago. (It should be done every 60K miles) and it had been done about 8K miles ago. He knew, because it had been done by him at Hennessy, and he had the records. I reminded him that it had already been done, then he paused, for about 30 seconds and said yes, you are correct.He also told me my car would need a new battery and it would be $995. I told him no way was I paying that amount for a battery, he said he could not fix my car without replacing the battery. I told him I would bring a battery and put it in myself and then he could fix the car. He said no I could not do that because my car was sitting to low to the ground (this was the reason the car was there for). He refused my option of getting my own battery. I had driven the car from ********* to my home in ******* with it sitting low 2 days before it went into Hennessy. I am not a mechanic, and I can't be sure, but I believe it was just a ploy to get me to buy their $995 battery. I believe this dealership and *************** committed fraud, and they also attempted fraud by telling me I need the transmission fluid changed when they new it was not needed.

  

  Business Response

  Date: 04/20/2023

  We are in receipt of the complaint.  Not all of the information contained within is accurate though.  We have on recorded phone call ****************** approving the hood struts.  At no point was that service declined.  As for the battery, we provide a Porsche factory battery that must be programmed to the vehicle in order for all functions of the vehicle to operate properly.  Both the battery itself and the labor required to install differ from what can be done by a battery store.  ****************** did indeed make a request for us to reduce the price of the battery from $995 to $500 and we would have happily made that accommodation if he presented his request in a mature and kind manner.  On a recorded phone call ****************** threatened to tell all of his neighbors, file complaints and even picket in front of our store if we did not reduce the price of the battery.  We have no problem providing a discount for clients when there are unusual circumstances and do so in the name of customer service and rewarding loyal customers.  Where ********************** request went wrong was threatening us while making the request.  He could have simply allowed us to explain why the difference in pricing, then calmly ask if we can assist with this to which we would have happily done.  Once he made threats to us and attempting to impact our future business with other clients that is out of line and unacceptable.  This is not about the battery, this is about the manner by which ****************** addressed his concerns with us.  We remain open to reconciling this unfortunate situation however it must be done in a mature and amicable manner.  We do not feel that is an unreasonable request.  

  All my best,

  Mark

   

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19884023
  
  I am rejecting this response because:

   

  PLEASE provide the recording of the approval of the hood strut.  Please provide the entire recording of the phone calls, both of them.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/28/2023

  I am happy to sit down and review the phones calls together.  I am not going to go back and forth online regarding this matter.  You have made inaccurate statements and taken steps to negatively impact our business.  Every step of the process was following fault finding and offering of services recommended by the manufacturer.  The only area that was an oversight was recommending a part of the service that had already been completed...that was a simple human error.  Beyond that, the verbal and written threats to our company are completely out of line and unacceptable.  Please advise a time we can sit down and review all of the information so that you can have a better understanding of the facts.  

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19884023
  
  I am rejecting this response because:

  You are ABSOLUTELTY incorrect that your dealership did nothing wrong.  I am not going back and forth with you either.

  Your comment that I may have put out inaccurate information on social media is FALSE.  I only put out statements about what you charge for a battery for a Panamera.  It is a FACT that I was quoted $995 for the battery.  That is not misleading.  I was also told that I had no option to put a battery in myself.  Check your recording for these FACTS. 

  Why don't you just produce the portions of the recording that address these 2 issues.  What are you afraid of?   Would not it be in your best interest to make it clear to the BBB to help make your case?

  I will not go out of my way to post what you did on social media.  However, I WILL continue to tell anyone who has a Porsche, how I was treated by *******************

  Lastly, after I filed the complaint with Porsche North *******, the representative from them called me back several days later and said you (dealership manager) had not called him back after he had left you several messages.  Why did you not call them back?

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

   

   

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

• Initial Complaint

  Date:03/31/2023

  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.

  We purchased a Macan S from Hennessy Porsche June 16, 2022. The next day, we discovered that the car had a serious flaw in the paint. We reported this issue to on June 20, 2023. Since that time we have presented our car to the dealer at least 4 times, and it was apparently even inspected by someone from headquarters. So far there is no official response from the dealer or Porsche on the issue: No acknowledgement that it is a manufacturing defect, or offer of resolution (or denial either). The issue has been ongoing for months.In include photos of the paint flaw itself, and of the headquarters person reviewing it at the dealership.

  

  Business Response

  Date: 04/07/2023

  Our Management Team is in the final stage of discussions with Porsche HQ regarding the customer's concern and has provided all necessary findings that it is a factory paint flaw. We are expecting official word at any time now from Porsche HQ, but we cannot provide closure at the moment.

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19879038
  
  I am rejecting this response because: The matter is not resolved yet.  I do very much appreciate the update though.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/11/2023

  An official letter from Porsche HQ has arrived in the customer's inbox; an agreement has been reached on the dollar amount of in-store credit offered.

  Customer Answer

  Date: 04/11/2023

   
  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,
  
  ***********************