Complaints

This profile includes complaints for Hendrick Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hendrick Automotive Group

  6000 Monroe Rd Charlotte, NC 28212-6119

  
• 

  Dale Earnhardt Jr. Buick GMC Cadillac

  1850 Capital Cir NE Tallahassee, FL 32308

  
• 

  Gwinnett Place Honda

  3325 Satellite Blvd Duluth, GA 30096

  
• 

  Rick Hendrick Chrysler Dodge Jeep Ram Duluth

  2473 Pleasant Hill Rd Duluth, GA 30096

  
• 

  Hendrick Chevrolet

  1620 Montgomery Hwy Hoover, AL 35216

  

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

• Initial Complaint

  Date:07/15/2025

  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 7/2/25 I was at **** Hendrick Dodge in **********, ** looking at a vehicle. I was told I could put a deposit down on a 2017 Dodge Ram to hold while I made a decision and the dealership was inspecting some concerns I had about the vehicle. I was told they would call me when it was ready to look at again. At first the salesman said $500 deposit was needed, but in the finance office **** said I didnt need to deposit that much, so I decided on $100. I used my debit card for the deposit. After a few days I had not heard from them. I decided not to buy the truck and called the dealership and asked them to refund my deposit because I was not going to purchase the truck. I was told that the $100 COULD NOT be refunded back to my debit card. I was told if I had ran it as credit it would be immediately refunded but since I used my debit card they couldnt do that and they would have to send me a check by mail(I was not told this at the time I was making the deposit). I was also told that the accounting office was in my area so I should get a check in a couple days.That was on or around 7/7 or 7/8. I still have not received the deposit refund. It has been 7 business days. I have called and left 3-4 different voicemail messages at the dealership with 3 different people instructing them to please call me. I have not received a callback yet and I have not received my refunded deposit. Please offer guidance on what I should do next.

  

  Business Response

  Date: 07/16/2025

  We are sorry about the inconvenience. The check is in the ***** to go out today.
  
  The tracking # is 882833718062
  
  Thank you so much 

  Customer Answer

  Date: 07/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. I would also like to communicate to **** Hendrick Dodge they should inform the customer that if they are putting a refundable deposit on a debit card the amount will be refunded in a check and cannot be put back on the card. They did not inform me of this prior to putting down the deposit. 
  
  Thank you. 
  

• Initial Complaint

  Date:07/10/2025

  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 made an appointment with RH ******** because one of my tires was losing air. The Service Advisor (SA) asked if the lady that made the appointment told me if a tire was in stock, I said no she didn't. She just made the appointment. Low and behold they didn't have a tire in stock, so they completely wasted time. However, the ** said since I was there, they could complete the diagnostic testing and warranty work for the tire which would shorten my time when I came back because all they had to do was install the tire and I'll be on my way. I agreed, they took the car, removed the tire and noticed a nail was in the middle of the self sealing tire which couldn't be patched; put the tire back on and I was on my way back home. No issues, everything good. Two days later the tire arrived, they took my car, I waited, and waited and waited. My SA finally called my name asked if I was ready and proceeded to show and tell me that my 22" rim was damaged in 3 different places. Before I could utter a word, he blurted out that they would fix it. I am livid at this point and I asked how could this happen besides carelessness? He agreed! They made me an appointment to fix the rim, I showed up that day. When I arrived, I asked to speak to the guy because my rims are powdered coated, but was told he was running late for our scheduled appt time. I was never told when he arrived. Instead, he repaired and painted the rim and left. However, the rim still has a **** that was not repaired. The pick up area is enclosed so it doesn't have the brightest of light and it was raining that day, so all the imperfections were hard to see. However, the very next day, I contacted the dealership and expressed my dissatisfaction with the repair and explained again that the rims were powdered coated. The rim has 2 colors present a flat looking color (quick repair) and glossy finish (powder coating). Forgot to mention, just bought the car brand new from them 3 months prior to this incident.

  

  Business Response

  Date: 07/10/2025

  The dealership just spoke with ******. She will be dropping off her vehicle next week so the team can inspect the cause of the tire leak. While the vehicle is in service, the wheel will be repaired, and a check will be issued to have it powder coated again.
  If the wheel cannot be repaired, it will be replaced. ****** has been provided with a direct contact number and is now in a good place with the dealership.

  Customer Answer

  Date: 07/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/09/2025

  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 have been discriminated because of my age for employment

  

  Business Response

  Date: 07/10/2025

  Dear ****,

  
  Thank you for bringing your concerns to our attention. Before we proceed further, could you please clarify which Hendrick Automotive Group dealership you are referring to in your complaint?

  
  We take all allegations of discrimination seriously and want to assure you that Hendrick Automotive Group does not tolerate or condone any form of discrimination, including age-based discrimination, in our hiring practices. It is our policy to provide equal employment opportunities to all qualified applicants. Please also note that each of our dealerships manages their own hiring process independently, and we at the corporate level do not have control over individual hiring decisions.

  
  We appreciate the opportunity to address your concerns and look forward to receiving more information so we can better understand your experience.

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/27/2025

  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.

  Im writing to formally complain about a disappointing experience I had at your dealership.I received an online appraisal for my vehicle at $1,729 through your website. I was then contacted by a representative named *******, who assured me that visiting in person would result in a higher offer.I scheduled an appointment and arrived as agreed. ******* referred me to a salesperson named *******, to whom I explained that I planned to trade in my vehicle and add $4,000$5,000 toward a used car. ******* reacted rudely, stood up abruptly, and told me, We dont do that here, then walked away without explanation.******* then claimed your dealership doesnt work with anyone whose budget is under $15,000, despite your website listing many cars under $10,000 (some as low as $4,444). When I asked for a standalone appraisal, I was told my car had three accidents (untrue) and offered only $500less than 30% of the online estimate.When I tried to show ******* the listings on your website, she took my phone without permission, walked away, and left it on her managers desk. I attempted to speak to the manager, but he dismissed me with a hand gesture and refused to ********* Concerns:1.I was misled about the trade-in value of my vehicle.2.I was told you dont sell cars under $15k, contrary to your own website listings.3.I was treated rudely and disrespectfully by both ******* and the ************ experience was unprofessional and dismissive from start to finish.

  

  Business Response

  Date: 06/27/2025

  I don’t have access to the specific dealership name based on your previous messages. If you let me know which dealership this complaint is regarding, we can then proceed.

  Customer Answer

  Date: 06/27/2025

   
  
  the business name is Hendrick Toyota Apex and address below 

  1210 Laura Village Dr
  Apex, NC  27523
  United States
  
  

  
  

  

  Business Response

  Date: 07/01/2025

  After reviewing the matter and speaking with all parties involved, the dealership determined that the valuation provided to the customer was appropriate based on the vehicle’s condition. While Kelley Blue Book (KBB) is a helpful reference, actual trade-in values can vary significantly depending on condition.
  

  The dealership also recognizes that the customer interaction was not handled appropriately. The salesperson involved, Barbara, did not meet the professional standards expected, and the incident will be documented accordingly. Corrective action will be taken, and the situation will be used as a training opportunity to prevent future occurrences.
  

  The dealership appreciates the opportunity to address this matter.

  Customer Answer

  Date: 07/01/2025

   
  
  I am rejecting this response because:
  I thank you for your response,but  Ms.Barbara’s actions prevented me from buying a car I wanted to purchase at that exact date with cash payment. correcting your employees is good for the future customers for sure, but it doesn't help my situation.

• Initial Complaint

  Date:06/25/2025

  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.

  To make a very long story short, I was sold a certified preowned 2020 ************************* 35Th anniversary van. The vehicle was supposed to be certified. I realize the back of the vehicle carpet was all leaning forward and not tucked in and Iasked them to please fix it and they never fix it. I was given $500 so that I can fix it because I did not want to wait again . after taking the vehicle on about a month later the vehicle stated it needed a oil change. I took it to *********. They said that the vehicle needed oil and that the oil was dirty. I began to experience other problems with the vehicle. The doors will not work and other problems. I contacted Hendrick and wanted to talk to the general manager. They refused to let me talk to the general manager. They kept giving me other people. I did agree to bring the vehicle back for them to work on it, but I kept finding other problems with the vehicle and I decided that the only way this will work is to allow them to fix everything that I experience was wrong and that they give me a 2 yr warranty because other things was happening to the vehicle or give me all my money back . I realize the vehicle was not certified. I talk with the preowned manager ****** and he refused to work with me. I have been trying to reach the general manager, and they refuse to allow me to talk with him. I just want my vehicle fixed and a two year warranty or all of my money back.

  

  Business Response

  Date: 06/27/2025

  In mid-April, our dealership spoke with Miss ****** regarding concerns with her 2020 Chrysler Pacifica. She listed several issues, and we advised her to bring the vehicle in for inspection. An appointment was scheduled for Saturday, May 3rd, with a loaner vehicle arranged. Miss ****** did not show for the appointment.
  When we followed up on Monday, May 5th, she stated she no longer wanted the vehicle and requested a refund. At that point, our Executive Manager, ******, offered a vehicle exchange as a goodwill option, which she declined.
  Regarding her claim of dirty oil, Miss ****** was unable to provide the vehicles current mileage or mileage driven since purchase. The vehicle has not returned to our service department, and a VIS report shows no service history at any ******** dealership.
  We are willing to assist Miss ****** but cannot do so without the opportunity to inspect the vehicle. Her continued refusal to bring it in prevents us from evaluating or resolving the concerns she has raised.
  
  

  Customer Answer

  Date: 06/27/2025

   
  I am rejecting this response because: yes, I talked with the service manager, and I agreed to bring the vehicle in, but after other problems I discovered with the vehicle I decided that I was not going to bring it in and I canceled the appointment. Because I have had so much problems with them correcting the carpet in the back of the vehicle which they did not do I really did not want to deal with them and trusting them in doing anything else to the vehicle and that is why I asked for a refund. I was not asked to provide the vehicles current mileage, but I do have it because I took a picture of it. Because I believe that this vehicle was not properly serviced or certified, which is why I wanted a two year warranty along with servicing my vehicle because of things constantly happening.
  
  

  

  Business Response

  Date: 06/27/2025

  The dealership takes customer feedback seriously and is committed to fair, transparent resolutions. However, Ms. ******* concerns cannot be properly addressed without a vehicle inspection. As there is no documented service history with the dealership post-sale, the ability to assess the issue is limited.
  The dealership is happy to assist and invites Ms. ****** to schedule a visit so a qualified technician can inspect the vehicle and determine any necessary action.

  Customer Answer

  Date: 07/01/2025

   
  I am rejecting this response because:

   

  Please see the attached documents form the consumer for the business. 

  
  

  

  Business Response

  Date: 07/02/2025

  After a thorough review conducted by both our dealership and Hendrick ************ we have examined the documents and photographs provided by the customer. Our findings indicate that the only service performed after the vehicle was purchased was an oil and filter change. The additional images submitted appear to reflect routine maintenance and do not indicate any defect or issue that would warrant reimbursement.
   
  At this time, we have not identified any conditions that would fall outside the scope of standard vehicle maintenance. As such, we do not believe reimbursement is justified based on the current information provided.

  Customer Answer

  Date: 07/09/2025

   
  I am rejecting this response because:

  First of all, I may be a woman, but I am far from stupid. I purchased this vehicle from yall which was supposed to be a certified preowned vehicle, which you stated on the document this certified back vehicle has undergone a comprehensive inspection and reconditioning process. Check it out below for yourselves .

  These are your words and you also had on my bumper. My vehicle was inspected from nose to tail. Check it out below.

  This is what you put on my vehicle, but when I drove it off of your lot, a few weeks later I begin to experience problems that you should have caught. The oil change shouldve been a part of your inspection process.  Also one of the very first things that happened was the vehicle information kept popping up, saying something was wrong with my wheels so I took a picture of this right here that shows that my wheels had too much air in them. I took it to ********* and they adjusted my wheel so they have the proper amount of air in them that shouldve been a part of your process. no you trying to make it sound like this is just normal stuff that happened. No this shows that you did not do what you were supposed to do. This is supposed to be a certified vehicle and yall did nothing to the vehicle except painting to the front bumper and rims . All outer body stuff so itll look pretty. And  you have nerve to say that yall gave me an option on another vehicle. You know that that is a lie. The only thing ***** gave me was to buy my vehicle back. That is all he offered me. Yall are terrible liars. But one thing ***** did tell me he said that yall was recording our conversation so play it back and you can hear the whole conversation. Yall are terrible liars with misrepresentation.Even today Im still finding problems with this van. Under the door where the rubber piece is supposed to be around the bottom ,the rubber piece is hanging down, which means it was never fixed, and I found this out because I normally park my vehicle in the backyard and baby frogs kept getting in my van and I want to know how this is happening and theyre getting in my van from the bottom of the door coming in my van because the rubber piece is hanging down And all of those shouldve been caught in the inspection process. This is terrible. This is supposed to be a certified vehicle undergo a comprehensive inspection and recondition process inspected from nose to tail and you trying to say this is normal wear and tear whatever it is you trying to say but you are a liar. This is the worst company I have ever dealt with in my life. This is ridiculous. I bought a certified vehicle from you all that shouldve been inspected from nose a tail like you said a vehicle that has undergone a comprehensive inspection and reconditioning process. Stop your lying and own up that yall just didnt do what you were supposed to do it happens and it did You may not want to own up to it, but the evidence is here and you cant do nothing about it.

  ******* Manker 

   

   

  
  

  

  Business Response

  Date: 07/10/2025

  After reviewing the concerns, the dealership confirms that a certified technician properly inspected the vehicle at the time of sale, following all required dealership and manufacturer guidelines. The issues raised appear to be standard maintenance items, which are not covered under warranty and are the responsibility of the owner.
  Since purchase, the vehicle has not been returned to the dealership for diagnostics or service, so we have not had the opportunity to inspect or address the concerns.
  The dealership remains committed to customer satisfaction and welcomes Mrs. ****** to bring the vehicle in for evaluation by a qualified technician to determine any next steps.

  Customer Answer

  Date: 07/10/2025

   
  I am rejecting this response because: it is not my responsibility to fix my doors that will not open from the inside. You supposed to have inspect my vehicle and fix all the problems but you couldnt fix the problems because you didnt inspect it. I paid your cash money $27,000 and you saying this is my responsibility to fix all the problems. I dont think so.
  
  

  

  Business Response

  Date: 07/11/2025

  We appreciate the opportunity to respond and sincerely regret that the customer remains dissatisfied despite our previous efforts to address their concerns.
  At this time, there is nothing further that the dealership or Hendrick Automotive Group is willing to offer or do regarding this matter. We believe we have acted in good faith and provided a fair and reasonable resolution based on the circumstances.
  If the customer continues to feel that they have been wronged, it is their right as a consumer to seek legal counsel to further pursue this issue. We will respectfully consider the matter closed on our end unless otherwise directed through the appropriate legal channels.

• Initial Complaint

  Date:06/20/2025

  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.

  My wife and I went to purchase a used vehicle from ***** ******* Chevrolet on **************** in **********. The price was $10,400. I rejected the extended warranty and the total price came to $13,213.32. I asked the salesman if there was anything on the invoice that could be removed as that was more than I was expecting to pay. He said no. I am 86 and it is not easy to read the screen they use whish is why I asked. We wrote a check and left with the car. All our documents were sent with us on a USB drive. My daughter printed the receipt and there is a charge for $1495 for lojack that I was unaware was included. My daughter and I returned to the dealership 2 days later to ask that they remove or refund it. The dealership said they could not as the contract had already been sent off. They said if the salesman told me nothing additional was in the contract, I should've gotten that in writing. The only resolution they offered was for me to pay a few hundred more dollars and I could change it to a service contract. Apparently they can make changes to the contract if they get more money but no changes if it involves returning money.

  

  Business Response

  Date: 06/23/2025

  Attached is the signed worksheet from the customer showing that he agreed to the pricing which included LoJack. Also, he manager who spoke to him offered to exchange the LoJack for a service agreement without any additional cost. We will reach out to offer this again. 

  Customer Answer

  Date: 06/23/2025

   
  
  I am rejecting this response because: I know I signed the contract but at my age I may not see or hear something. I pointed to the contract and said are there any items here that can be removed. They told me no all of it was required by law. They offered me a service contract at an additional three or four hundred dollars. Another outright lie that they offered it to be for free! 
  
  
  

  

  Business Response

  Date: 06/23/2025

  We spoke with the customer today and reached an agreement to exchange the LoJack for an ESA at no additional cost to them.
  they came in and took advantage of the offer.

  Thanks

  Customer Answer

  Date: 06/23/2025

   
  
  I am rejecting this response because: waited over 30 minutes and got no service and left!
  
  
  

  

  Business Response

  Date: 06/25/2025

  We apologize that the customer had to wait. They now have a 12Month 12K Powertrain coverage. Please see attachment for the contract details

• Initial Complaint

  Date:06/19/2025

  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.

  COMPLAINT SUMMARY:Communication failures and process breakdowns during service contract cancellations in 2025, specifically involving sales representative ****** mishandling of required documentation.CORE ISSUE:On May 2, 2025, while purchasing a new vehicle, sales representative **** contacted me multiple times via phone and email requesting specific documentation for service contract cancellations. **** clearly stated what was needed and assured proper processing.FAILURE: Despite providing required payoff letters per ****** instructions, these documents were never forwarded to accounting. **** is now unreachable, and accounting claims they never received the *********************** IMPACT:2021 RAM 1500 - Oil Change Program:May 2, 2025: Cancellation requested $132.32 refund (Check #*****) sent to ********** despite providing payoff letter Check uncashed - requires reissue to me 2022 Jeep Grand Cherokee - Mechanical Repair Contract:May 1 & 9, 2025: Cancellation requests June 4, 2025: $3,289.58 refund sent to ************** June 10, 2025: Check cashed - now pursuing with Ally directly BUSINESS PRACTICE PROBLEMS:Sales representative provided false assurances Critical documents mishandled internally No communication channel after process failure No tracking system for document processing RESOLUTION REQUESTED:Immediate reissue of $132.32 check to customer Proper communication channel establishment Written acknowledgment of failures and corrective action

  

  Business Response

  Date: 06/20/2025

  In an effort to help the customer resolve this issue, can you please let us know which Hendrick dealership this issue is referring to? 

  

  Business Response

  Date: 06/20/2025

  We would like to sincerely apologize for the lack of communication and follow-up from our dealership regarding this matter. We recognize the frustration that this has caused the customer, and we deeply regret any inconvenience.

  Since becoming aware of the issue, our Customer Care Supervisor with Hendrick Autoguard has stepped in to assist the customer directly. We’re pleased to share that the reimbursement check for the Oil Change Program is being sent out today.

  As for the Vehicle Service Contract (VSC), those funds were sent to the customer’s lienholder in accordance with standard procedures. This matter will need to be addressed between the customer and their lienholder. Our Customer Care Supervisor has discussed this with the customer, and the customer has acknowledged that he understands this process.

  We appreciate the opportunity to address and resolve this concern and remain committed to improving our communication moving forward.

  Customer Answer

  Date: 06/23/2025

   I am formally rejecting the response provided regarding the mishandling of the Paid in Full (PIF) letter and the subsequent misdirection of the refund check.
  
  Despite assurances from Paul Keme in the Finance Department that the PIF letters I provided over a month ago were received and would be properly processed and sent to the company's accounting department, I was informed by the Customer Service Representative that the Accounting Department never received those documents. As a result, the refund checks were mistakenly issued to the lien holders rather than to me, the rightful recipient in which I'm going around to clear this matter up now.
  
  I attempted to follow up with Paul directly about this matter, but received no response. Ironically, during that same week, Paul reached out to request proof of income for another transaction I was conducting with Hendrick Automotive group—an inquiry to which I responded promptly. This inconsistency in communication is unacceptable.
  
  What concerns me most is the evident lack of urgency and follow-through when it came to resolving my issue. When it was time for Hendrick Automotive Group to be paid for the vehicle I purchased the same week, communication was swift and responsive. However, that same level of attentiveness was not extended when it came to fulfilling my requests and addressing the oversight regarding the refund.
  
  I respectfully request a formal explanation be provided to me outlining how this miscommunication occurred

   

  Please correspondence sent to Paul Keme attached providing the information he requested.

  

  Business Response

  Date: 06/27/2025

  We sincerely apologize for the inconvenience and frustration this situation has caused. After reviewing the matter, we acknowledge that our finance producer dropped the ball by sending the cancellation reimbursement directly to the customer’s lienholder without proper communication or follow-up.
  We take full responsibility for this oversight. Since this incident, we have spoken directly with our staff to reinforce the importance of following established procedures—especially when it comes to contract cancellations and reimbursements. We’ve also reiterated the critical role that clear communication and timely follow-up play in providing our customers with the level of service they deserve.
  Please know that we are committed to learning from this experience and ensuring it does not happen again. We truly appreciate the opportunity to address this matter and again offer our sincerest apologies for the inconvenience caused.

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  
  
  
  Thank you. 
  

• Initial Complaint

  Date:06/18/2025

  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 vehicle (Financed) in March 2023 from Freehold ***** in ********, **. The gentlemen who sold me the car was ***** *****. When I finalized the deal I was also sold a ************* Platinum ********************* for Tire/Rim Protection at $422.94. I was advised I can service my car at any ***** Dealership in the ** and use this coverage. I relocated to ******* 2 months later and began servicing my car at Hendrick ***** in *************, **. I had scuffs marks on my rims and ****** in for service multiple times over the past 2 years which were never fixed/repaired to satisfaction which includes scuffs, peeling paint and not matching the color. In addition, if you review the servicing paperwork i have had to bring my vehicle in roughly ***** times in the past 26 months I've owned the car due to continious mechanical issues that i can go on and on about. This is unacceptable. i have contacted *************** in ********** and was advised all they can do is repair the vehicle well due to the lack of care i have sinced traded the vehicle in as you've had more than enough opportunity to make this right which you failed at repeatedly that i have proof of. ***** then advised me to contact ******** since they sold me the service plan and was told initially by **** in finance i was getting a refund that he would provide to me by filling out a form (attached). 24 hours later heard from ******* stating i have exhausted the limits of the package so no refund is due and to take it up with Hendrick because they performed the work which was not satisfactory. I contacted hendrick as advised then by ******** and Corporate and spoke to ************* who spoke to his ** and Director and advised nothing they can do to go back to Freehold. Then I did and then and corporate advised to call the auto care company which referred me back to Freehold. it has been an ongoing back and forth. I want my refund which I should request more. Failure to comply result in legal action.

  

  Business Response

  Date: 06/20/2025

  It appears that this matter is solely between the individual and the selling dealer. As the vehicle and products were purchased from a dealer in **********, any concerns should be addressed to them rather than to us. 

  Customer Answer

  Date: 06/20/2025

   
  I am rejecting this response because: as mentioned I have been given the runaround and back and forth. I submitted a BBB rejection to ***** of Freehold as they keep reverting me back to Hendrick since they performed the work on the vehicle. You all need to work this out amongst yourselves and come to a suitable resolution or I am taking Hendrick & Freehold to court and pursuing legal action. 
  
  

  

  Business Response

  Date: 06/20/2025

  Again, the contract is between Freehold and the customer. It has nothing to do with ********************. The customer needs to address his complaints and/or legal action against them. We have nothing to do with it

  Customer Answer

  Date: 06/20/2025

   
  I am rejecting this response because: As mentioned, ***** of Freehold is advising that I must discuss any reimbursement/goodwill reufnd with Hendrick since you failed to provide a satifactory repair and wasted my time not only with the tire/rim repair but roughly ***** service visits in a matter of 26 months of owning the car which is unacceptable. You need to work this out in good faith between both parties Hendrick ***** & ***** of Freehold. See attached correspondence from ***** of Freehold. 
  
  

  

  Business Response

  Date: 06/20/2025

  We apologize that we can not come to an agreement on this issue. There is nothing further that the dealership or Hendrick Automotive Group is willing to do regarding this issue. 

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 15, 2025 I dropped my 2024 *********** IS 350 Sport Sedan for a scheduled appointment for routine maintenance and exterior detail. I had called and requested exterior detail for my ****** because my car was hit with a bucket of white paint on the freeway and I needed it to be professionally cleaned. I was assigned ******** ****** as my service provider, who confidently reassured me at drop off that the ***** Detail Shop would be able to take care of the exterior detail job (paint splatters) and that she would even make sure that they would clean out the inside of my car). On May 16, 2025 I received a text message from ******** ****** that the maintenance service was completed the day prior on May 15, 2025, but that the car was still in the detail department but should be coming back at the end of the day around 5pm. She stated, "I went to check earlier and looks like they got all the paint out."On Friday May 16, 2025 I received a text and pictures that my car was ready to be picked up and will stay inside at 3:53pm. I had spoke to ******** on the phone that I was unable to pick the car up until the following morning due to my work schedule. On Saturday May 17, 2025 at 10:30am, I was brought inside the service department to met with ******** where she had me pay the $300 detail service fee and then proceeded to walk me out to my car to go over the detail job. We started at the back of my car, where I immediately noticed damage to my trunk that was not there when I had dropped the car off initially. ******** noticed the damage to the trunk and stated that they would have to review the video footage of the car from May 15, 2025 when the car was originally dropped off, confirming damage was not there prior. We continued to walk around the car, where I also noticed that my car still had white paint all over the sides of the doors, front window, front bumper/grills, and hood of the car (as if they didn't do a detail job to get the paint off my car).

  

  Business Response

  Date: 06/10/2025

  We did cause damage to the clients car during service and addressed it by fixing the trunk and replacing the spoiler. As a gesture of goodwill, we also replaced the previously damaged bumper and repaired the roof, which was scratched when the client's garage door came down on it.

  These additional repairs were done to help make up for the initial issue. While we acknowledge the situation could have been handled better from the start, we have gone above and beyond to resolve it.

   

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Jeep Compass Latitude on May 1st, 2025 at this dealership. At the time of sale, I was provided with specific information about the vehicle, which I have since discovered to be inaccurate.Specifically, I was informed that the car has front and rear parking sensors. However, upon further investigation and review of the car it became clear that this was not the case. The car only has a rear camera but no front sensors at all. Ive stopped by the dealership a few days later to find a resolution but been told theres nothing they can do. Ive also sent them a formal email asking for a resolution but that has been ignored.Had I been given accurate information at the time of purchase, I would have either reconsidered the purchase or negotiated different terms. This misrepresentation has caused me both financial and personal inconvenience. The very least they could do is cover the expenses to have front sensors added which is $450 plus taxes or issue a refund for said amount.

  

  Business Response

  Date: 06/09/2025

  Mrs. ****** was informed multiple times by the dealership that the Compass she selected did not include front sensors, either as a standard feature or optional equipment. She test drove the vehicle twice and received a full feature overview from the salesperson at delivery. After purchase, she requested we cover the cost of aftermarket sensors, which we clearly communicated we could not honor.
  
  

  Customer Answer

  Date: 06/09/2025

  I am writing in response to the dealerships claim that I was informed multiple times that the vehicle I purchased did not include front parking sensors. This is simply not true.
  
  When I inspected the vehicle, I specifically asked the salesperson whether the car had both front and rear parking sensors, as this was a critical feature in my decision to purchase. The salesperson assured me multiple times that the vehicle did, in fact, include front sensors. My husband was present and directly witnessed these conversations. Had we been told otherwise, we would not have proceeded with the purchase.
  
  Due to time constraints that evening, we only took a brief test drive. I relied on the salespersons verbal confirmation regarding the sensors. After discovering at home that the vehicle did not include front sensors, I contacted the dealership immediately. Rather than address the issue, I was told the model did not offer that feature, and my request for a fair resolution either sensor installation or reimbursement was dismissed.
  
  Now, the dealership is denying this conversation ever happened and suggesting that I was fully aware of the vehicles features, which is categorically false. I am not asking for anything unreasonable simply for the dealership to take responsibility for a clear misrepresentation that directly influenced my purchasing decision.
  
  I respectfully ask that the dealership either:
  
  Cover the cost of front sensor installation (quoted at approximately $450), or
  Reimburse me for that amount so I may resolve the issue myself.
  
  
  

  

  Business Response

  Date: 06/10/2025

  After discussions with ****** and *******, it was noted that Mrs. ****** repeatedly inquired about the presence of "parking sensors" on the vehicle without specifically mentioning "front parking sensors." The vehicle she purchased is equipped with parking sensors, but only at the rear.
  
  Mrs. ****** arrived at the dealership at approximately 6 PM on May 1st and remained until 10 PM. She conducted two test drives of the vehicle prior to finalizing her purchase. On May 7th, ****** contacted Mrs. ****** to discuss her survey, and her response did not indicate any concerns regarding the sensors; rather, her focus was on the extended coverages acquired during the financing process. It was only on May 10th that she reached out concerning the sensors.
  
  

  Customer Answer

  Date: 06/10/2025

  The dealership now claims I didnt specifically mention front sensorsthis is incorrect. Before purchase, I clearly asked if the vehicle had both front and rear parking sensors and stated it was a non-negotiable feature. The salesperson assured me it did. My husband, present the entire time, can confirm this. If there had been uncertainty, the salesperson should have verified the equipment instead of giving false reassurance. We were there late, had only a brief test drive, and no full walkthrough. I trusted the information I was given.
  

  On May 10, my first time driving the vehicle due to travel, I noticed the absence of front sensors and texted the salesperson. He replied that hed need to check, contradicting the dealerships current claim that I was told they werent included. If I had been informed, why was he unaware days later?
  

  I responded that I had checked and confirmed the lack of sensors. He never replied. On May 12, I followed up, requesting to speak with a manager. When my husband and I returned, the previously friendly salesperson ignored us. We spoke with *******, who minimized the issue but said ****** would explore third-party installation. The dealerships refusal to acknowledge this issue or respond to a professional message speaks volumes.
  

  On May 13, ****** said Rhudys could install the sensors. When I asked if the dealership would cover the cost, he said no. I emailed ******* that day seeking resolutionno reply. The dealership has since shifted from dismissiveness to rewriting events. Rather than taking responsibility for a clear and documented misrepresentation, distorting the timeline and minimizing the facts. Their narrative does not hold up under basic scrutiny and their own employees message disproves it.

  I am not seeking a refundjust reimbursement of $450 to install a feature I was told was already included. Im pursuing this professionally but will escalate if necessary.
  

  
  

  

  Business Response

  Date: 06/13/2025

  Unfortunately, we have exhausted all available options, and there is nothing further that Hendrick Automotive Group is able to offer regarding this matter.