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. Chevrolet

  3127 W Tennessee St Tallahassee, FL 32304

  
• 

  Dale Earnhardt Jr. Cadillac

  1850 Capital Cir. NE Tallahassee, FL 32308

  
• 

  Gwinnett Place Honda

  3325 Satellite Blvd Duluth, GA 30096

  
• 

  Rick Hendrick Toyota Sandy Springs

  6475 Roswell Rd NE Atlanta, GA 30328

  

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:01/10/2025

  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.

• Initial Complaint

  Date:01/07/2025

  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.

  Last August I took my 2019 ****** Outback to the Hendrick ****** Southpoint Service Center for a fix to the *** issue that was causing my battery to die repeatedly and for which there is a class action settlement and warranty extension. They fixed the *** issue, but Apple Carplay, which worked fine before I took my car to them, has not worked since. I recently contacted Hendrick ****** Southpoint Service Center to ask them to resolve the Carplay issue and was told that they would charge me $180 just to diagnose the problem, which is ridiculous given that the problem did not exist until I took my car to them. I think it is more than reasonable (since I haven't been able to use Carplay for the last four months) for them to fix the Carplay issue at no charge.

  

  Business Response

  Date: 01/08/2025

  I had a conversation earlier today with MR **** Lines and agreed to get his vehicle in this Friday 1/6/2025 @ 2:00pm for us to diagnose his Blue Tooth issues with his ****** at NO cost to him for the diagnostics. We do not know what is wrong with his vehicle and we replaced the *** back on 8/28/2024 . He had contacted our store and had an Encore specialist assist him on 12/20/2024 and they suggested he get a service appointments. I called him again 1/7/2025 and spoke to him again. He has acknowledged to me that he put this complain in prior to our conversation earlier today. He agreed with me that we offered to diagnose the vehicle at NO cost to him today prior to us receiving this communication.
  
  We believe this issue was resolved prior to the communication coming out.

  Customer Answer

  Date: 01/13/2025

   
  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:01/07/2025

  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.

  Requested the dealership to register my vehicles VIN so I could receive the clean car credits on my income tax return. Dealership has been unresponsive in helping me. I have called on multiple occasions with no assistance.

  

  Business Response

  Date: 01/08/2025

  Ms. ******** bought this car almost two years ago and it is a Hybrid, not an electric vehicle. Unfortunately, we don't have any credits we can help her with. Additionally, the way she filed her tax return is not something that the dealership can influence. She has been informed about this before, and we understand it may not have been the answer she was hoping for.

  Customer Answer

  Date: 01/08/2025

   
  I am rejecting this response because:
  I purchased the 2024 Jeep wrangler 4xe in December 2023, 13 months ago not almost 2 years. Per the guidelines set forth by the **** the Jeep wrangler 4xe which is a plug-in Hybrid PHEV qualifies for clean car credits. The dealership is required register the vehicles VIN number for the clean car credits. 

  

  Business Response

  Date: 01/08/2025

  We are sorry that the customer is rejecting our response. As we stated in our previous response, there are no credits to grant her. Unfortunately, there is nothing further that the Dealership or Hendrick Automotive Group can do about this issue. 

  Customer Answer

  Date: 01/08/2025

   
  I am rejecting this response because:

  I reject the inaccurate claims made by the dealership. As of 2023, all newly purchased electric and hybrid vehicles qualify for a $7,500 tax credit. It is the dealerships responsibility at the time of sale to submit the necessary information to the ***, including the buyers name and taxpayer identification number. This requirement was clearly not fulfilled.
  What makes the situation even more frustrating is the dealerships repeated fabrication of facts when confronted. For example, alleging the vehicle was purchased almost two years ago or claiming the buyer was informed of relevant actions related to this issue. Furthermore, Mr. ****** ***** has refused to return my calls, which only adds to the lack of accountability.
  
  

  
  

• Initial Complaint

  Date:01/06/2025

  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.

  New vehicle purchased on 08/03/2022. Vehicle brought into dealer on 03/27/2024 due to clicking noise on front right, miles 15,747.Vehicle brought into dealer on 11/13/2024 due to clicking noise on front right, miles ******. The service department stated on 11/13/2024 "that they applied thin coat of Molycoat onto Hub and ***** and between Rotor and wheel". This is not a complete fix as the issue persist, the clicking noise continues. The vehicle is currently under factory warranty and the issue must be resolve NOW as it appears to be a manufacturer defect.

  

  Business Response

  Date: 01/07/2025

  We have spoken with Mrs. ******** She is going to check her schedule and reach out to us tomorrow to schedule a time to drop off and pick up a loaner.
  
  She confirmed the noise was gone until a week ago with the application of corrosion inhibitor. We will start a technical assistance case with ***** and perform their recommended repairs.

  Customer Answer

  Date: 01/07/2025

   
  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:01/05/2025

  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 a used vehicle back in April. They did not have the vehicle I wanted and talked me into the vehicle I bought, assuring me it would work better financially because it had been sitting in their lot and the manager wanted to move it. As part of the sell I was informed they were "even going to make it a certified pre-owned vehicle". I asked what that meant and was told it meant it had a full detailed inspection AND repair. What I was not told nor was I shown that this came with a hefty $3200 price tag. I was also told I was getting the premium warranty program. Problem is that I have had nothing but mechanical issues with the vehicle since purchased and every time I am told it's not covered by warranty as it's wear and time item. If these things were so close to needing replacement, how were they not discovered during the *** inspection? Well that's because there wasn't one. It's just the way the dealership was able to take advantage of me after 6 grueling hours and charge me $3200 more for a piece of c*** that no one else was dumb enough to buy. They are fully aware of what they did because several attempts to contact and get the manager to call me back have been ignored.

  

  Business Response

  Date: 01/06/2025

  Thank you for reaching out. To assist you further, could you please provide the name of the dealership where you purchased your vehicle, along with the year, make, and model of the vehicle?
  While it is true that the warranty agreement was signed at the time of purchase, we are committed to reviewing your concerns. We will examine what was inspected during the purchase process and the specific documents you signed.
  If you are dissatisfied with your purchase, you may contact ************* at ************** to explore cancellation options. Please note that any cancellation will be processed on a pro-rated basis.
  We look forward to your response and are here to help.
  

  Customer Answer

  Date: 01/06/2025

   
  I am rejecting this response because:
  

  The additional details requested from the business are below:

  Purchase was made for a 2021 Chevrolet Traverse at **** Hendrick Chevrolet of ******. 

  
  

  

  Business Response

  Date: 01/08/2025

  I would like to provide you with an update regarding your 2021 Traverse. The first notification we received concerning any issues with the vehicle was on December 23, despite the purchase being made in April. While you do possess a limited powertrain warranty, it is important to note that this warranty does not extend to cover the catalytic converter, as specified in your service contract. Nevertheless, we are willing to contribute $250 towards the repair at our affiliated location, Hendrick ***** in ******, as a one-time goodwill gesture, should you choose to proceed with that option.
  
  Regarding items subject to normal wear and tear, such as brake pads or spark plugs, it is pertinent to mention that the vehicle was acquired in April with an initial mileage of ****** miles and has since accumulated ****** miles as of December 23, when it was diagnosed at Hendrick *****. Therefore, any repairs deemed necessary due to standard wear and tear would not be classified as abnormal and would be the responsibility of the vehicle owner.
  
  Thank you for your understanding.

  Customer Answer

  Date: 01/08/2025

   
  I am rejecting this response because:
  

  I called the dealership directly in May regarding several items. And again in June. Calls have since not been returned. I was never provided a copy of the *** inspection report. Please provide a copy of the inspection report and repairs that were completed as part of the *** guarantee.

  
  

  

  Business Response

  Date: 01/13/2025

  Attached is the requested copy of the *** inspection report. Please review the document and let us know if there is any additional information or documentation required to resolve this complaint.
  
  We look forward to your prompt response.

  Customer Answer

  Date: 01/14/2025

   
  I am rejecting this response because:
  Based on the **** there were known issues with exhaust. There is also a manufacturer release on issues with the exhaust on 2021 Traverse. The vehicle has made the noise since date of purchase, but the issue was exacerbated upon replacing spark plugs. Requesting full repair of exhaust system, whatever that may entail, due to prior known issues. 

  Customer Answer

  Date: 01/14/2025

   
  I am rejecting this response because:

   

  Date Sent: 1/14/2025 11:54:52 AM
   
  I am rejecting this response because:
  Based on the **** there were known issues with exhaust. There is also a manufacturer release on issues with the exhaust on 2021 Traverse. The vehicle has made the noise since date of purchase, but the issue was exacerbated upon replacing spark plugs. Requesting full repair of exhaust system, whatever that may entail, due to prior known issues. 
  

  
  

  

  Business Response

  Date: 01/16/2025

  The front exhaust pipe was replaced during the inspection, and no damage was identified to the catalytic converter at that time. Unfortunately, there is nothing further that *********** or Hendrick Automotive Group can assist with regarding this matter.
   
  Best regards,

• Initial Complaint

  Date:01/03/2025

  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 car has been at this location for service for an entire month. They charge a 250 diagnostics fee just to look at the car and tell you whats wrong. They charged me this fee and I have proof recorded on phone that they didnt actually look at my car till 2 weeks ago. Every time I call they say someone will call back. Not once has anyone called me. Again my car is still there and I dont know why or for how long.

  

  Business Response

  Date: 01/03/2025

  Can you please tell us which dealership so we can help resolve this issue? 

  

  Business Response

  Date: 03/31/2025

  The customer brought the spark in on 12/7/24 at 12:32 pm . The Tech got the ticket on 12/9/24 @10:24am.
  12/9/24 tech diagnosed that the underhood fuse block had corrosion in the terminals. After getting proper voltage to the modules
  The ECM would not communicate. Replaced the ecm on 12/23/24. Gave customer estimate on 12/23/24 for steering gear that has
  Internal issue. Customer declined repair on 12/28/24. Steering gear came back from ** as no stock. From 12/28/24 to 1/6/25, back and forth communication on the repair. Ticket was invoiced on 1/6/25 @11:36 AM.  Customer didnt pickup car till 3/19/25.