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

  
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  Dale Earnhardt Jr. Chevrolet

  3127 W Tennessee St Tallahassee, FL 32304

  
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  Dale Earnhardt Jr. Buick GMC Cadillac

  1850 Capital Cir NE Tallahassee, FL 32308

  
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  Rick Hendrick Toyota Sandy Springs

  6475 Roswell Rd NE Atlanta, GA 30328

  
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  Rick Hendrick Buick GMC

  3244 Commerce Ave Duluth, GA 30096

  

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:01/22/2025

  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 bought a 2022 ****** tundra from the dealership. I questioned them about the recall for engine failure. The sales manager went and talked to the service manager, then came back and told me that lets say ****** has 600 vehicles affected by something theyre gonna put out 1000 recalls to be safe But my VIN number was not in the batch of numbers that actually was affected so I didnt need to worry about that. Based off of him saying that we bought The vehicle for $50,000. The engine blew up one month later, stranding us seven hours away from home. ****** did put in a new part of an engine. However, I never would have bought a vehicle with an open recall if I knew it actually did affect us. When I spoke to ****** the company, they said ****** doesnt just go around putting recalls on vins for no reason that if your VIN number has the recall it is because that recall is specific to that vin And she said that the ****** dealership knew this previously to me selling it all ****** dealerships know it. When I went back to tell the general manager that the sales manager lied to us, he said it doesnt matter now we just have to lookforward and figure out what to do. However, all that has been offered so far is partial payment of incidences that occurred because of the vehicle being down and us not having it for 21 days. I would like a vehicle that does not have open recalls that do affect the vehicle Im buying. Also, ****** told me they had told the ****** dealerships to stop selling 22 and 23 models Of the tundra. When I talk to the general manager about that, he said they cant do that. What if he was a ***** dealership he could sell anyused vehicle he wants however we specifically went to ****** for a ****** vehicle because we trusted them.

  

  Business Response

  Date: 01/23/2025

  I have copied the Carfax signed by Mrs. ******* and the explanation for the open recall at the time. It was for the fuel tube, not the engine recall. She is correct. They bought the used Tundra from us, and the engine expired. They had it towed to Mt. Airey ******, and ****** paid for replacing the engine. ****** was going to reimburse them, but they filed a buyback under the lemon law. ****** did not repurchase the truck and issued the reimbursement.

  Also, She was moving and asked for the reimbursement check to be mailed in the amount of $989.40 for trip interruption. Check #***** was mailed on 12/19/24 from Southeast ******. We feel we have done all that we can at the dealership level for this customer and all other complaints should be directed to SE Toyota. 

  Customer Answer

  Date: 01/23/2025

   
  I am rejecting this response because:
  They still are not admitting it had the recall interestingly enough. I had to bring it to there attention and Ive had to file this because the corporation has NEVER offered a resolution ever other than to purchase a new truck without the same features and for two hundred more a month and we couldnt afford that. I again would never have bought a fifty thousand dollar truck if we knew that the engine could blow up. We were lied to about the recall and also the amount of money they are trying to refund is a little over 1000 short (I provided receipts). I called ****** and they said that was all ********* was offeringI paid fifty thousand dollars for a vehicle that broke within the first month and have had nothing offered to resolve not even the amount spent due to the lies and still they feel no remorse. I dont think this is ethical and I certainly never want anyone else to go through this. As for the replacement engine partsthey would not even let the other ****** dealership start until they knew it was going under the recall. So for there not to be a recall for this vehicle is interesting.

  

  Business Response

  Date: 01/24/2025

  To address the recall, I copied the Carfax to our response which showed the only open recall, the fuel tube.  I also Googled the recall code and attached it to our response as a backup to show there was no engine recall on the vehicle at the time of purchase.  The customer signed the Carfax on the date of sale to show we disclosed everything about the vehicle.  After the sale, the engine did expire, but we would have no way to predict that.  The reimbursement they received was from ******, not us so we would not influence the amount they were due.  ****** replaced the engine, paid for their transportation while the truck was being repaired, and reimbursed their expenses. We have followed the guidelines and expectations set by ****** and there is nothing further that the dealership or Hendrick Automotive Group can do regarding this issue. 

  Customer Answer

  Date: 01/24/2025

   
  I am rejecting this response because:
  In the CarFax that they included on page 2 it shows the engine recall. I also included photos of the recall dated in May. That is before we even purchased the truck. Furthermore, I brought it to the used car managers (****) attention. He went and spoke with the service manager and in fact told us that YES there was a recall and then gave us a scenario of suppose there are 600 trucks that are in the recall ****** will put ***** trucks just to be safe. Our VIN was not in the batch that needed is recalled. We later found out that this is not true. 
  

  Furthermore, we gave the general manager all receipts which totaled more than $2000. The rental they provided was no where near the same as our truck. A Camry is low to the ground and has no way to tow or haul. The truck was towed to **********, ******* which was over 4 hours from where we lived. There was no reimbursement for missed work, inconvenience, miles, etc. 

   

  Bottom line is this dealership, and ****** have still yet to make us whole. All we get is the run around. ****** says talk to the dealership, the dealership says talk to Toyota. 
  

  I am happy to provide receipts again. 

• Initial Complaint

  Date:01/17/2025

  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.

  The dealership pulled a hard credit 3 times through different institutions without our concent after we told them that we had been pre approved through our bank.

  

  Business Response

  Date: 01/21/2025

  In an effort to better help, please let us know what dealership this complaint is for? 

  

  Business Response

  Date: 01/22/2025

  We have a credit application signed by both parties giving us the permission to pull the credit and submit it to banks.

   

  Also, our GM and finance director have spoken with them and they came to an agreement.

   

  Thanks

   

  **** *****

  Client Care Supervisor

• Initial Complaint

  Date:01/17/2025

  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.

  Between 11/21/24 and 01/02/25, I turned my 2014 *** ******** in to *** to fix the issues that was going on with my car. I asked for a loaner but they didn&#**;t have one. I have a warranty with endurance. Mr. ******* told me to give them a week they could be finished with the car. They did not call me, I called them on 12/3/24 but they could not access a leak. So he said they would check for oil leak, they had already accessed that previously. He told me that he was going to contact endurance that day but he never did until 01/02/25, the day I proceeded to pick it up. When I got there, he treated me like dirt. Had no customer service skills and had not called insurance to see if it was covered. They kept my car all this time with me walking from place to place with no phone.

  

  Business Response

  Date: 01/21/2025

  The dealership originally reached out to Mrs. ***** after a conversation with her about her frustration regarding the A/C in her vehicle. They encouraged her to bring her vehicle back in so that they could inspect it. 
  Timeline of Events:
  9/10/24: Upon inspection, we identified an actuator fault. We relearned the actuator, performed a full inspection, and provided an estimate for repairing the actuator and addressing an oil leak found during the inspection. Mrs. ***** declined the repairs, and we did not charge her for this visit.
  11/22/24: Mrs. ***** returned, reporting fluid in the floorboard. After thoroughly inspecting the vehicle, we found no issues and, again, did not charge her.
  12/5/24: Mrs. ***** returned to have the A/C and oil leak repaired. During this visit, she informed us that she had an extended warranty. We submitted our findings to the warranty provider, but after several conversations, the warranty company declined to cover the repair. We informed Mrs. ***** of this outcome, and she chose to decline the repair. She picked up her vehicle at no charge.

  Best regards,

  
  

  Customer Answer

  Date: 01/21/2025

   
  I am rejecting this response because:
  Yes they did inspect the car with the assessments, but they did not call Endurance until the day I picked my car up. My car had been there for at least 6-7 weeks, without a loaner or any contact from them stating why they still had my car for so long. Besides the managers, Mr. ***** and the head manager never call me to iron out these issues. Neither one have not called me as of yet. The day I turned my car in, I was told it would be 4-5 days not 40 days. Also, Mr. ******* was so rude and has no customer service skills. Also when I picked my car up it sound like a truck, which it was not like that when I gave it to them. I immediately called Mr. ******* as soon as I left the lot to let him know they had done something to my car to make it sound like a truck. I would like to be compensated for them having my car there so long, because I had to walk, catch rides everywhere I went. I am a senior citizen and not having a vehicle for that long is troublesome. Also, why did they wait 40 days to call Endurance, I could have had my car within a week if they would have called them as soon as they got my car. 
  

  Thank you, 

  Ms. *****

  

  Business Response

  Date: 01/21/2025

  The vehicle arrived on 11/22 for a reported floorboard leak, which was never verified. The customer did not pick up the vehicle and left it at our facility.
  On 12/5, ******* opened a repair order after the customer reported an oil leak and A/C issue. He explained that coverage would likely be denied due to contract maturity. The vehicle was drivable throughout, and some delays occurred due to inactivity from ****** and *******. The customer was informed the issues were preexisting and that her policy did not cover seals and gaskets.
  As for the noise, the customer called to report it but declined to bring the vehicle back for inspection, stating she only wanted us to be aware.
  

  Customer Answer

  Date: 01/22/2025

   
  I am rejecting this response because:
  ******* is not telling the truth about me calling them immediately when I got my car, and it sounded like a truck. I have proof that he did not tell me to bring it back due to the sound. He told me , with a nasty tone that they close at 6:00, I have proof of the way he said it while on the phone as well as when I arrived with my girlfriend to obtain my vehicle. My girlfriend that took me there was with me when this happened. I want compensation for me to go elsewhere to get my car fixed from that loud noise, no I do not trust them with my vehicle at all. I will be placing this on fb, with all of the followers I have, how I was treated and the lies that are being told. This suppose to be a top notch company to me they are not a company of their word. Word of mouth carries weight. Compensate me for the 40 days of keeping my car as well as fixing that loud noise. If you want I will have my girlfriend to call you to inform you of our conversation to prove  ******* is  not telling the truth. Please send me a number where she can call you.
  

  Thank you, 

  Ms. *****

• Initial Complaint

  Date:01/15/2025

  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.

  I applied for a $37,000 loan on a 2025 *** X5 valued at $99,182 on December 6, 2024. I received several rejection letters from various loan companies that Hendrick Automotive Group submitted the loan applications to. I made numerous attempts to get copies for the basis of the rejections from Hendrick by calling the finance manager and the Hendrick general manager, all to no avail. The Hendrick dealership is located at ***********************************************************************************************************. The vehicle vin is *****************. As Directed by the rejection letters, I have submitted requests in writing for copies of my credit file. I left numerous messages with ***** ******, Finance Manager and General Manager *********** *****. The rejection letters also says to get specific rejection information from the dealer. I am prepared to file a formal complaint with the ********************************** if necessary.

  

  Business Response

  Date: 01/16/2025

  We have contacted the customer and provided the information that we can from the lenders. Customer has been in contact with the ** ***** ***** and has his contact info. 

  Customer Answer

  Date: 01/20/2025

   
  I am rejecting this response because:The response in no way answers my requested information.  The business ** said its legal counsel prohibits it from providing copies of the credit applications prepared on our behalf.   It appears there is an intent not to provide the requested data.  I will pursue a resolution through the CFPB.  Thank you
  
  

  

  Business Response

  Date: 01/22/2025

  As we stated, our General Manager reached out to the customer and provided him with what information that we could from the lender. All other questions need to be directed to the lien holder. We are sorry that the customer feels that we were not helpful. 

• Initial Complaint

  Date:01/11/2025

  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.

  Had a appt. on 11/11/24 for a State **************** Change. They called to tell me I had a leak in the rear ***** axel seals to Differential. I questioned it because I have a new driveway with no spots on it indicating I had a leak of any kind front or back of the car. They went on to say if I didn't fix it, the differential would go bad & bigger cost. The 1st. price was ******* dollars, I ask for a break in price so they took off $200.00.. after I picked up the car (I don't drive everyday) but when I did (3) das I saw that it was leaking. Call took it back in on 11/23/24, said they replace the seal again, but after I got home the next day, it still had the leak. called again took back on 12/06/24 they told me it ok now, but here is Jan 8, 2025 still have the leak. I called this time he told me that it was something else to do with the differential, ask for a appt. with the General **** & the *** on Monday ****** Have not received a call from them.. They assured me it was the seal I told him I'm not paying more money for another wrong Claim. You would think a Company's Gen. **** would want to talk about it. Nothing! While all this has been going on I ask for a car was told no, non available so at 75yrs old I have been doing on the running back & forth. I'm tried of this situation. They have no respect. So now my new drive way full of spots. I'm so unhappy about it. The customer ***** that I started with was ** after the 2nd time I asked for the **** that was over the ************* Meant ****** ***** (Ser. **. ****) Told him I called 3 time why didn't you call me back. He said he only had 1 message but he was busy & forgot (paid customer) he forgot!If the car is not fixed & now they are telling me it's something else, I want my money back or the car fixed. I'm hoping the Better Business Bureau can help.

  

  Business Response

  Date: 01/14/2025

  The dealership has made multiple attempts to reach her through various methods, including text messages, emails, and voicemails left from both their work and personal phones to resolve this issue to no avail.

• Initial Complaint

  Date:01/10/2025

  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.

  I bought a 2013 ****** corolla LE on the 12/17/2024.This business lied about the car being i great shape and had been inspected.Only for be to find out that the it had some issues -Break pad were due for a change (3mm). At 3mm break pad are considered heavy wear and needs to be changed.-Tire tread were at a 5/32" which were due for a change per industry standards)-Some doors are not responding to the key fob.-Mold in are around the doors area of the vehicle.Look at the inspection report attached which they gave me.When you sell a new car to someone with tire tread at 5/32 and break pad thickness at 3mm, knowingly. What does that mean?.I can only imagine how many people who bought cars from such dishonest dealerships like this, thinking it was in great shape and didn't have the opportunity to write a complaint like this because they had a break failure or tire puncture on the road.Why should I worry about changing break pads or tires 2 weeks after I purchase a new car from a highly reputable dealership like Hendricks.I wouldn't pick my calls or reply my emails. I went there to complain and they said a tire of 5/32" can still take ***** to ***** miles. What a dishonest bunch of people.

  

  Business Response

  Date: 01/13/2025

  This car is an Affordable ******* mile vehicle that passed all Hendrick standards and that was explained to the client. The tires were at 5/32 and the rear drum brakes were at 3mm. Rear drum brakes might go ****** miles or more without needing replacement, unlike brake pads which wear more quickly. That being said, we do stand behind our cars, and he is actually in here today getting a door lock actuator replaced to repair the door lock issue that broke after purchase. His tires and rear brakes should be fine for many miles to come, and the reason his salesperson wasnt returning his calls was because he was out sick.

  Customer Answer

  Date: 01/13/2025

   
  I am rejecting this response because:First things first, You guys should have told me that Hendricks standards is way below manufacturer and industry recommended standards for safety:
  which says Break shoes/break pad should be changed at 3mm( which guys don't want to adhere to) and because of that, I was not just hearing squeaking sounds during breaking but also an ineffective breaking with the vehicle just 2 day after I the vehicle purchase.
  Same with the tires at 5/32" they need to be changed at that tread depth, still recommended by manufacturer if you guys don't know.

  Refer to the attachments if you don't know when break and tires should be, and you can still refer with manufacturers if you are not sure.

   you guys should have told me purchasing the car, I will be liable for all the parts (tires and breaks) which were already due for change (per manufacturer recommended safety standards) and  which you guys just didn't want to change it.
  So you want to tell me I was buying a car for $11000 just for me to change the break pad after ***** miles:
  And listen to yourself saying "rear drum 'MIGHT' go to ***** miles...".
  Who uses the word "MIGHT" and later on say they stand behind their cars?.
  When you say, "His tires and rear breaks should be fine for many miles to come..." Who say that also?.
  And by saying many miles, do mean 20 miles or 120 miles.
  I'm just done with all the dishonesty and lies coming from you all and not even consern about customer's safety. I don't care anymore.
  

  
  

  

  Business Response

  Date: 01/13/2025

  There is NO manufacturer of vehicles or tires that says replace tires at 5/32 of tread. Regardless, rather than debate the facts, if they are that unhappy with the vehicle, they can come back and we will purchase the car back from them.

• Initial Complaint

  Date:01/10/2025

  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.

  Purchased car on 12/***** had several issues (including peeling, imperfections, rear bumper damage from their own detail team, etc), front and rear bumper popping out of issues, weather stripping issues, and a leak in the rear truck.had conversations with ***** on 1/3 and 1/6 and explained that they apologize for selling me a lemon vehicle and they want to make things right.He stated that they would buy back the vehicle via trade in and the amount financed price would be the exact same.Confirming $*********.However this was a lie. When working with the financial team the *************** was $1300 dollars more. The interest rate changed from 2.9% to 1.9% and the dealer thought was they could make up margin in the interest saved by increasing the sale cost. Again the agreement was the Amount Financed which was ********* before interest rate was applied.Only after having to hassle with them for another hour did they drop this down to a $496.30 increase. With that said I requested the removal of the Hendricks Guard VSC Coverage. Oni from the Financial team refused to removed by saying that the deal had to be the exact same all the way down to each line item such as pin stripe etc. Since then we have discovered that there not correct as there is several items missing on this vehicle such as the same tint as the original and several spare lug nuts missing.Because of this we again for the second time, be requesting a removal of the Hendricks Guard VSC coverage this was $2051.00, matching what was originally promised of the amount financed price which was $********* (refund of $496.30).We are requesting refund of the tinted glass that Hendricks Cars of McKinney did not do in the amount of ******, missing lug nut kit part of wheel lock a $448 value, removal of doc fee of $225 for the hassle of having to go through this entire process twice. As a customer its not our fault we were sold a defective vehicle. Therefore our total refund request is $5000.

  

  Business Response

  Date: 01/13/2025

  The customer was transitioned into a brand-new Odyssey as part of the trade process. The vehicle was delivered to the customer on January 6th, and they have expressed satisfaction with the outcome.
  

  Customer Answer

  Date: 01/13/2025

   
  I am rejecting this response because: the complaint was actually filled regarding the 2nd vehicle.  The complaint details this as well. Please have some one from leadership at the dealership contact me or from Hendricks at the corporate office. 
  

  1. Was charged for Tint but was not done.  $699.00 refund is needed.
  2. missing lug nut set missing. 499 value. Refund is needed. 
  3. ****** was charged twice for both vehicles however service for new vehicle was not set up.  Will need refunds for that. $2990 refund is needed. 
  4. The customer reviews were sent after purchase of first car before paint and leak issues as well as other issues were discovered. 
  5. 2nd row seat sensor issue with the vehicle. 
  6. removal of Hendricks guard vsc. Requested this to be removed on 1/6 but was not. Refund of $2051.

  please contact me over the phone and we can speak more on these issues. 

  

  Business Response

  Date: 01/13/2025

  Instead of issuing refunds for $496.30 and $225.00, we can proceed with installing the hitch and covering the associated costs. The necessary parts will need to be ordered, but we will prioritize getting them as quickly as possible. Once the parts arrive, we can aim to complete the installation while the vehicle is still here.

  Customer Answer

  Date: 01/16/2025

  I am rejecting this response because: at this time there are still several issues not resolved.  This includes the LoJack system setup on the new vehicle, refund of the Hendricks guard warranty of $2051, repairs of a defective passenger seat, and several other items. 

  

  Business Response

  Date: 01/21/2025

  From the General Manager:

  Per my conversation with ****, he said everything has been handled other than the refund to his ***** Loan for the *** cancellation. I have sent him a copy of the refund check, but he said once he confirms with *************** that the amount is credited, he will close out the BBB Complaint. All other issues have been resolved.

  Customer Answer

  Date: 01/22/2025

  I am rejecting this response because: per list on January 13 provided to dealership through this complaint (bbb) we have 2 pending items. 

  1. Tint - completed 
  2. missing lug nut set missing. - provided
  3. LoJack was charged when told was not being charged for 2nd Odyssey - has not been refunded -  PENDING REFUND.
  4. The customer reviews - completed positive service review.  Other reviews will be completed once dealer resolves remaining issues. 
  5. 2nd row seat sensor - fixed
  6. removal of Hendricks guard vsc - PENDING.

  Customer Answer

  Date: 01/22/2025

   
  I am rejecting this response because:

   

  Date Sent: 1/22/2025 9:15:57 AM
  

  I am rejecting this response because: per list on January 13 provided to dealership through this complaint (bbb) we have 2 pending items. 

  1. Tint - completed 
  2. missing lug nut set missing. - provided
  3. LoJack was charged when told was not being charged for 2nd Odyssey - has not been refunded -  PENDING REFUND.
  4. The customer reviews - completed positive service review.  Other reviews will be completed once dealer resolves remaining issues. 
  5. 2nd row seat sensor - fixed
  6. removal of Hendricks guard vsc - PENDING.

   

  
  

  

  Business Response

  Date: 01/24/2025

  Im happy to report that all issues have been resolved. Weve refunded the LoJack for $1,495.00, and the refund is currently being processed to **************. Attached is the check. The dealership spoke with Mr. ****** again on Wednesday, and he is in full agreement. We are confident that everything is in order at this time.
  

  Customer Answer

  Date: 01/25/2025

   
  I am rejecting this response because I have reached out to ************************ and they have not received either check at this time.  Once *************** Services contacts me saying they have received both checks and we can confirm they have been processed we will report back to close the BBB Complaint. 
  
  

• Initial Complaint

  Date:01/10/2025

  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.

  I had work done on my 2018 ***** Accord that had a recall on the fuel pump which shouldve been done free, but I was charged I will charge $1103. I want to be refunded reimburse.

  Customer Answer

  Date: 01/10/2025

  ***** of Newnan worked on my car and replaced a fuel pump which was under recall and they charge me $1103.03 and I am asking him to reimburse for that amount of money which was on recall their address is corner of ****************** bypass ZIP Code 30265 

  

  Business Response

  Date: 01/13/2025

  The fuel pump assembly replacement was required due to fuel contamination in the tank. Unfortunately, this issue falls outside the recall, which covers only the fuel pump motor replacement.
  To address the contamination, we drained and cleaned the fuel tank, refilled it with clean fuel, and replaced affected components. The contamination clogged the fuel filter screen, pickup lines, and fouled the spark plugs. We flushed the fuel lines, performed a fuel system cleaning, and replaced the spark plugs.
  While the fuel pump motor replacement was covered under warranty, the additional repairs for the contamination were at Mr. ********* expense. He contacted ***** Customer Relations for reimbursement, but his request was declined.
  Attached are pictures of the contamination for reference. Please let me know if further information is required.
   
  Best regards,
   
  *** ******
  Service Director
  ************

• Initial Complaint

  Date:01/08/2025

  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.

  purchased this car used and have not even had it two months nor even had to make a payment. I had no lights on and took it into the dealership for a noise and now im being told it will cost 11, ****** for repairs and warranty is not wanting to cover it.

  

  Business Response

  Date: 01/08/2025

  Would you be able to provide the name of the Hendrick Dealership from which you acquired this vehicle, as well as the year, make, and model of the vehicle? The attachment you submitted did not contain any relevant information. Additionally, when I searched for your name in our system, multiple vehicles were displayed.
  
  Thank you for your assistance.
  

• Initial Complaint

  Date:01/07/2025

  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.

  Complaint Against Hendrick ********** Request for Resolution on Faulty Leased Vehicle On August 14, 2024, I leased a new ******** XT4 from Hendrick ********. Since the beginning of this transaction, my experience with the dealership has been deeply troubling. Issue 1: Misuse of Personal Information. During the leasing process, the salesman, "*******," repeatedly asked to use my phone, claiming he needed to log me into my *** account. Trusting him due to my limited familiarity with technology, I allowed it. Later, I discovered two emails thanking me for reviews I never wrote. ******* accessed my ****** account and fraudulently submitted glowing reviews for himself, his manager, and the dealership using my identity. When I brought this issue to the General Manager, "****," and provided evidence (texts and emails), he assured me ******* would face disciplinary action. However, I received no follow-up or resolution for this blatant breach of trust. Issue 2: Defective Vehicle and Lack of Resolution: On Dec 14, 2024, while driving to *******, the engine light on my XT4 illuminated. Following Mikes advice, I contacted ******, which advised me to visit a dealership as soon as possible. Upon arrival at *********************** in *************, I was informed the car required a new valve body, but the part was unavailable nationwide with no estimated time of arrival. Despite my attempts to resolve the issue, I have faced delays, lack of communication, and inadequate support. **** eventually arranged for a rental, but it is a substandard vehicle, not comparable to my leased XT4. He also informed me that I would have to fight with ** directly to resolve this issue, even though the vehicle is under warranty and remains the dealership's responsibility. This is unacceptable. I am a single mother and relied on Hendrick ******** to provide a safe and reliable vehicle. This car is evidently defective, and the dealership has failed to provide timely repairs or an adequate replacement.

  

  Business Response

  Date: 01/08/2025

  We are empathetic to the customers situation and are doing everything we can to assist her through this unfortunate issue.
  To provide immediate support, we have taken the following actions:
  We provided the customer with a rental car at no charge, allowing her to return from ********
  We have supplied her with a loaner vehicle and, recognizing her dissatisfaction with the current one, are in the process of delivering a larger loaner vehicle to better suit her needs.
  We are reimbursing her for a lease payment as part of our efforts to alleviate her inconvenience.
  We have informed ************** (**) about this matter and are actively working to escalate the issue with them.
  Additionally, we believe it would be advantageous for the customer to also reach out directly to ** to help expedite a resolution.
  Please rest assured that we remain committed to supporting the customer and navigating this matter toward a satisfactory outcome.