Business Profile

Auto Services

Hendrick Automotive Group

Headquarters

Complaints

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

Customer Complaints Summary

704 total complaints in the last 3 years.
216 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date: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:07/13/2025
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.
Hi,So I can try to give you the info, and just let me know if I am leaving something out that you need. I returned my brand new 2025 ***** equinox to **** hendrick ***** in ****** fl as the transmission was leaking with only 4k miles on it. They agreed to pay off my loan and give me like 1K plus extra to go to ****** and get a different car.I have been following up with them everyday and no one will answer my calls or return my messages to answer where my extra money is. The last I heard I would be getting a check from ***** via ****** but it has been two months and I haven't gotten anything. I finally reached out to ***** headquarters and they tried contacting the dealership but even they cannot get ahold of anyone and no one will return their calls either and they just tell me their hands are tied. I don't understand why this dealership was so great to work with on taking my car back, and they are so absent and avoidant when all I am asking is for them to uphold what they promised me. This is why I am desperately asking for your help.
Business Response
Date: 07/15/2025
We apologize for the inconvenience the check is scheduled to be sent out this afternoon.
Customer Answer
Date: 07/15/2025

I am rejecting this response because: they have said before this same response via **** Hendrick ***** in ****** ******* and I haven't gotten anything, so until I actually receive the check in hand, please don't close out this case, and I will not be satisfied until then. So the sooner I get it, the sooner this can be resolved successfully.
******

Business Response
Date: 07/16/2025
******,

Your check was delivered to the address you provided on July 16, 2025, at 11:56 AM.

If you have any further questions, please dont hesitate to reach out.

Best regards,
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.

Thank you.
Initial Complaint
Date:07/11/2025
Type:Delivery 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 May 15, 2025 I placed an order with Hendrick Motorsports for an Autographed 2005 **** ****** ****** Elite Color Chrome 1:24 Scale Diecast for $599.99. It was to be a gift from my son. I checked the order status several times on their web site expecting it to eventually say SHIPPED. It always showed IN PROGRESS. After about 2 weeks, with the help of my son, I was able to get a ******** service phone number for Sports Today, the order fulfillment company. I called and was told that the item was on backorder with the supplier and that it would take from 1 to 6 weeks to get. From the conversation I was able to determine that the supplier was actually **** ******. On May 28th I sent a letter to **** ****** at the companys address. No response. On June 16th I spoke with another ******** service person who indicated the item was not currently available and no delivery date was known. I also spoke with ****** at ************ who confirmed they were the website operator and fulfillment company acting on behalf of Hendrick Motorsports. On June 18th I received an email from ****** indicating that the item description included the sentence These die casts will be released in small batches throughout the course of the year. It did say that and it included a description of the motivation and process by which **** ****** releases his stock of die casts. Nowhere on the web page or in the item description did it say that the item appearing for sale on the website was not in stock nor available for delivery. This is a case of false representation of an item for sale and a deceptive business practice. I decided to wait the full 6 weeks that the first ******** service representative had said would be the extent of the waiting period. After a total of 8 weeks and no indication that the item I ordered would be delivered, I cancelled my order. Three days later I received a full refund.
Customer Answer
Date: 07/14/2025
The requested receipt is attached. I noticed that you changed the business name from Hendrick Motorsports to Hendrick Auto Group. I don't know the structure of Mr. ********************** businesses but I want it to be clear that my complaint is against Hendrick Motorsports and specifically their online store operation.
******* Junk
Business Response
Date: 07/17/2025
We sincerely apologize for the inconvenience and disappointment this experience has caused the customer. It is never our intention to mislead or cause frustration, especially in situations involving meaningful purchases such as this one.
After reviewing the details of the complaint, we agree that the current product description may have contributed to a misunderstanding. While the item page did mention that the die casts would be released in small batches throughout the year, it did not clearly communicate the lack of immediate availability or the potential wait time involved. We are currently working with our fulfillment vendor, Sports Today, to ensure that the product description is updated to provide more accurate and transparent information moving forward.
We appreciate the customers patience and understanding during this ********** a gesture of goodwill and in recognition of the frustration experienced,Hendrick Motorsports will be sending a signed item from **** ****** directly to the customer. We hope this token of appreciation helps convey our sincere apologies.
Thank you for bringing this matter to our attention and allowing us the opportunity to make it right.
Sincerely,

Hendrick *********************** Team
Customer Answer
Date: 07/17/2025

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 for working on my behalf. It was good to see the company recognize the issue and take corrective action.
**** Junk
Initial Complaint
Date:07/10/2025
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.
We purchased a vehicle on 5/31/2025 from this dealership. ***** ******* was the employee who completed our financing and paperwork. We had an ok experience however have been extremely displeased with every facet from the moment we signed the paperwork. The vehicle was delivered to us not completely set up- they were supposed to set us up with the phone app and features and "were not able to" and I had to call myself and spend time at home to do this. They also did not even put the floormats out, clean areas of the vehicle or remove plastic. The best part though- within a week of purchase- I got the service plan for a service package we purchased, and the amount was $1500 more than it was supposed to be. When I reached out to ****** it turns out that a package we did not want was added. I have been working for 35 days to have this corrected. It has yet to be corrected and the dealership is not responding to emails or calls. I then called the Service plan company who shared that the dealership has not sent them ANYthing about cancelling the incorrect package this entire time. I feel that this is unacceptable on many levels and I want there to be a compensation for the effort, time, and now delay of my payments and account that has to be extended due to this erros and lack of proper business conduct.
Business Response
Date: 07/14/2025
We have contacted the customer and her Wheel and Tire contract has been canceled. We also plan to have her vehicle recleaned and redelivered to her
Customer Answer
Date: 07/14/2025

I am rejecting this response because:

it is not inline with what email communication has been had with the dealership. The service package is not corrected yet and there are numerous other issues including not accepting a cleaning as compensation for these issues.
Business Response
Date: 07/16/2025
We spoke with ****** again Monday and provided her with a $250 parts and service credit and she replied that she was all set.
Customer Answer
Date: 07/16/2025

I am rejecting this response because:

yes- the service credit was accepted WHEN the service plan is corrected which is still pending at this time.
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.

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