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

  
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  Gwinnett Place Honda

  3325 Satellite Blvd Duluth, GA 30096

  
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  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:01/03/2025

  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.

  2018 ***** Civic SI VIN# ***************** Fuel pump recall. I purchased the vehicle from ***** **** Salisbury, **, on 3/19/22.12/2023: The cars battery failed and was replaced by me 1/24 I began noticing a decrease in power.The car completely lost power while driving,I reached out to ***** **************** and was told that parts for the recall would not be available until the end of Fall 24.7/12/24 ***** **************** informed me that the necessary parts were available for cars that are not drivable. I towed it to ***** of *******, where I was told a fuel pump was available. The service representative, *****,informed me that the car couldnt be diagnosed without a new battery, which I declined to purchase, knowing the issue was related to the recall.After inspecting the car, ***** stated that the clutch was bad and needed replacement. Given that the car only has ******* miles, I found this diagnosis suspicious, particularly since the car hadnt started or been diagnosed properly. 12/4/23 I received a text from ***** of Concord, threatening to tow my car if I didnt retrieve it within 24 hours,Despite calling ***** ****************, I received no resolution. ***** of Concords refusal to replace the fuel pump and insistence on replacing the clutch, without proper diagnostics, left me feeling mistreated. I believe both ***** of Concord and ***** **************** have mishandled my case.I request that ***** take immediate action to resolve this issue by: Replacing the faulty fuel pump as part of the recall. I would also like the car to be inspected to determine if the faulty fuel pump caused any premature wear and tear and corrected. Providing compensation continued car payments and a rental vehicle, given that the car is currently undriveable due to ****** failure to resolve the recall in a timely manner. Clear communication regarding the next steps in repairing the car, including a proper diagnosis of any additional issues caused by the fuel pump malfunction.

  

  Business Response

  Date: 01/06/2025

  This customer did not come in to have the recall done they came to us with a vehicle stalling concern. We diagnosed the car needing a clutch. The customer declined the repairs. After 5 months of the car sitting we explained to the customer the recall parts were not available at time and will not be the fix for his vehicle. If he did not want to repair it we understood, but he needed to have it removed from the parking lot.
  
  The customer towed the vehicle off the lot without ever approving the repairs needed to fix the car. The recall parts are now available and we would be happy to complete the recall. However, the vehicle will still not run and drive so the customer would need to be prepared to have the car towed in and back out the same day of service as we do not having parking currently to store his vehicle.

  Customer Answer

  Date: 01/10/2025

  I am rejecting this response because:

  Please read the attach PDF files and for the following reasons of:

  Unfortunately, some of the information provided by the other party  is incorrect, and I would like to clarify the situation to ensure the facts are properly understood. They are listed below as described in the response letter attached.

  I understand that ***** of Concord is now willing to cooperate, but I still feel as though I am being treated as an inconvenience to them. I hope that we can reach a resolution that is fair and satisfactory for all parties involved.

  
  

  

  Business Response

  Date: 01/13/2025

  As we previously stated, The recall parts are now available and we would be happy to complete the recall. However, the vehicle will still not run and drive so the customer would need to be prepared to have the car towed in and back out the same day of service as we do not having parking currently to store his vehicle.

• Initial Complaint

  Date:01/02/2025

  Type:Sales and Advertising 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 had a deeply frustrating experience at **** Hendrick ********* in ******, **, encountering what I believe was a bait-and-switch. My original salesman understood my financial limits, but at negotiations, I was handed off, and the truck's price doubled. After a confrontational hour, I left upset.A few days later, I decided to talk it out with the original salesmen, he suggested it was all just a misunderstanding. After confirming my price via text, I returned, only to find the price $6,000 higher. This ordeal wasted my time and money, forcing my wife to leave work early. As a disabled veteran who lost my truck, this felt exploitative.I'm now warning others through veteran organizations. The dealership should have been upfront about the price, not manipulative. My advice: approach with caution or find a more honest dealership.

  

  Business Response

  Date: 01/06/2025

  I have spoken with the sales *** and managers on this deal.  This is still a miscommunication and I will train on how to avoid it in the future.  Our team thought we were discussing sales price and the customer thought we were talking out the door.  So it wasnt a bait and switch he asked for us to be at 60k so we moved the price to 60k and thought we had a deal so we did text the customer and let him know we had a deal.  When he arrived he got very upset about the fact that we were 5-6k away from what we told him. We will reach out to him and see if I can get this turned around and make a happy customer
  

  Customer Answer

  Date: 01/06/2025

   
  I am rejecting this response because:
  When I spoke to the salesman about the price I reiterated three separate times I was talking about out the door price, he also admitted it after I confronted him about it. This was also the second interaction with this sales team, the first time the salesman switched out with another doubled the price then when I wouldnt sign their papers the sales manager came out and basically called me a liar and that I dont know how to do math. Shady all the way around. 

  

  Business Response

  Date: 01/08/2025

  As we stated in the previous response this was a miscommunication and we apologize for that. We will contact the customer again with hopes of resolving this issue. 

  Customer Answer

  Date: 01/09/2025

   
  Better Business Bureau:
  
  I have spoken with ****** from **** Hendrick ********* and was able to come to a resolution for both parties. After hearing my side of the situation, ****** was able to work a deal out were both happy with and assurance that corrective action would be taken to ensure customers wont be treated this way in the future. 
  
  Thank you. 
  

• Initial Complaint

  Date:01/01/2025

  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.

  Hendricks in **********, ** tried to charge me almost $3,000 to repair my 2016 Dodge Journey. I was given a list of things that needed immediate repair Things on the list of items I had recently gotten repaired through them but was still told that I needed coolant flush and new spark plugs which I paid almost $500 6 months prior with them to get done. So my car was having issues and would not drive over 35 mph. So I took it to my dealership the same individuals I bought the car from Back In 2016. I was told that I need it a new throttle piece . And that piece plus the labor would cost $1,800 . Me being a female and not knowing anything about vehicles I trust my dealership . But upon looking online for the part that I was told I needed I found it for $255 . The same part that I was told that would cost $1,800 I found it for $255 . That is just not right!! Then I was told I needed a serpentine belt which would run me another $500 and some sort of pulley that would have run me another $400. The way I was able to find this out is because I paid them $230 for a diagnostic. I recently purchased a battery for my vehicle less than a year ago but the dealership told me that I needed a new battery which I knew was false and it would cost $434. I went online and found the pulley for my car for $13 and the serpentine belt I was told I would cost almost $500 for only $24. It's the holidays and I am a single mother who works a full-time job and I need my vehicle for the commute. My 2016 Dodge Journey is in excellent condition but when the service light came on I immediately took it to which I thought was my trusted dealer. When I received the call with a total amounts I was really in distress to where I was about to trade my car in with them, when I was told that quote. An I just paid it off less then 3 months ago. My vehicle has less than ******* miles on it and I have always kept the maintenance up on my vehicle. I feel as if that dealership overcharges for parts and labor.

  

  Business Response

  Date: 01/02/2025

  Mrs. ***** did come into our shop due to multiple lights appearing in her instrument cluster as well as her vehicle not wanting to accelerate beyond 40mph. The main repair quoted to her for her specific complaint was to replace her electronic throttle body. There were fault codes present relating to the throttle body failing thus replacement was needed. Parts and labor for the throttle body was $1800.47. The additional items quoted to her was for a battery replacement due to the battery test showing a weak battery along with codes present in the system for low voltage. Both the belt tensioner and idler pulley were recommended as they were extremely noisy, and the belt was showing signs of wear. She was also quoted replacement of the front struts, only one was leaking but both quoted due to age and wear. Both of her front sway bar links had busted and torn boots so they were quoted as well.  The last items mentioned to her and quoted was some routine maintenance items such as a coolant flush, spark plugs, fuel injection service, and brake system flush. All quoted due to mileage, age, and condition.  She may very well have found some parts cheaper online, but Im certain they were not factory parts. Everything we quoted included factory parts and labor combined.

  Customer Answer

  Date: 01/06/2025

   I am rejecting this response because:

  Thank you for reviewing my complaint regarding the car repair estimates provided by Hendrick Chrysler Dodge Jeep ******** Wilmington. I would like to provide further clarification on my concerns. The repair shop quoted $1800.00 for a throttle body. $309.12 to replace Idler pulley. $434.00 for a car battery replacement. $230.00 for a Supentin Belt. $502.00 for a belt tensioners etc. I believe these quotes are significantly higher than the market standard for similar services. Upon obtaining multiple quotes from other repair shops, the average cost for the same repair was $539.00 highlighting a substantial discrepancy. The repair shop did not provide a detailed breakdown of costs, making it difficult to understand the basis for their pricing. Back in 2016 I purchased this vehicle brand new from this exact dealership. I love my car. I finally paid it of with no major issues. I use 93 gas, I get pure synthetic oil changes regularly. I take great care of my vehicle because is my only piece transportation. The body is in great condition overall it's been a fantastic vehicle. So when the issue with speed of the vehicle not going over 35 mps, with out a 2nd thought I took it to Hendricks because I trust them. So when I was given the quote and the list long of issues i was baffled! My next thought was I cant afford these repairs and if my vehicle is that broken then I should trade it in, Im already standing here at a dealership. As a customer, I rely on businesses to operate with integrity and transparency. This experience has undermined my trust in Hendricks repair shops practices. I kindly request the BBB reconsider its position or provide guidance on additional steps I can take to resolve this matter. Thank you again for your assistance. I look forward to your response.

  Sincerely, ******* *****

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

   

   

   

   

  
  

  

  Business Response

  Date: 01/06/2025

  The parts and labor quoted are quite possibly higher due to the fact that we do use Factory Original Parts for repairs, and all repairs are performed by Factory Trained Technicians. Our hourly rate may exceed that of a smaller independent shop in the area due to those two factors. Mrs. ****** vehicle is now 8.5 years old and regardless that she may use fully synthetic oil when serviced and 93 octane fuel,  a vehicle of this age and mileage does and will need repairs and or maintenance at some point. Im not sure if she is upset we pointed out concerns with her vehicle that may have gone un-noticed elsewhere, the expense to correct them, or both. Again our prices are based upon the *** parts we use and the experience  and professionalism of our Factory Trained Technicians that make such repairs or perform such service on any vehicle.

  Customer Answer

  Date: 01/06/2025

   
  I am rejecting this response because:
  During the initial consultation, I expected to receive an estimate and repair plan for the issue I brought to your attention. Instead, I was presented with an exorbitant estimate that included repairs for additional issues I did not request or authorize. These charges appear unnecessary and were not communicated to me before being added to the invoice. As a customer who purchased this vehicle from your dealership eight years ago, I am disappointed by this experience and feel that I am being unfairly overcharged. I purchased my 2016 Dodge Journey from Hendricks brand new in 2016. I went in with one issue and received a extremely high quote on that issue plus other things I didn't ask for. Felt like the dealership wanted me to trade my car in and that's why the quotes were for repair were so high. I am kindly requesting a refund for the diagnosis of my vehicle of $238.48. I have no plans in returning to Hendricks for any repairs or maintenance to my vehicle. I just hope that going forward that Hendricks will treat their customers with more compassion. As someone who is not well-versed in car repairs, I trusted your dealership to provide honest and transparent service. However, I was presented with a repair estimate that included additional repairs I did not request or authorize and some that I had already received
  . Furthermore, the charges seemed excessively high compared to industry standards.
  

• Initial Complaint

  Date:12/30/2024

  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 recently bought a used 2014 Jeep patriot from ***** of concord. I have not had a great experience thus far with the sales team. They have not been keeping me informed and updated on the status of the vehicle and now Im really concerned with what could possibly be wrong with the car. When I originally bought the car, the sales person whose name is *****, informed me that you all had just gotten the jeep in and it needed to go through another inspection and detailing. She told me if the car was not ready monday, worst case scenario they would have a rental available for me Monday. Now Im being told thats not the case. *** had to call another dealership the car has been sent to because its experiencing transmission issues. *** had to constantly call the store today to get an update on the car because no one is keeping me informed. Now Im being told the car may not be ready to be picked up for another week. I feel like Im being swindled.

  

  Business Response

  Date: 12/31/2024

  We would like to address the concerns raised by our customer, ********* Treor, regarding the purchase of a 2014 Jeep Patriot.
  The vehicle in question had not undergone a full inspection prior to the sale, which led to some confusion about its readiness. Initially, the customer expected the car to be ready by Monday. However, during our post-sale inspection process, we identified potential transmission issues that required further evaluation to ensure the vehicles safety and reliability.
  To minimize inconvenience, we provided the customer with a rental car. Unfortunately, there was some miscommunication about the timing of the rental's availability, for which we sincerely apologize.
  Currently, the vehicle is at a ******************** awaiting a detailed assessment. Once the evaluation is complete, we will determine whether the car can be repaired to meet our quality standards or if the purchase agreement should be canceled.
  We have made efforts to keep the customer informed throughout this process. However, we acknowledge there may have been communication challenges in clearly conveying our intentions to prioritize the vehicles condition before finalizing the sale. We regret any frustration this has caused and are committed to improving our communication practices to better serve our customers.
  We remain dedicated to resolving this matter promptly and to Mr. ****** satisfaction. Please feel free to reach out if additional details are needed.
  

• Initial Complaint

  Date:12/28/2024

  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.

  2021 *** X3 ********* SPORT UNTILITY VEHICLE 4 CYL 4x4 (VIN *****************)Im writing to express my issues with *** of Southpoint. Since April 26, 2024, I have been without my vehicle purchase in December 2023 Veh was sold as a *** CERTIFIED PRE-OWNED VEHICLE with unlimited mileage and coverage with a warranty expiration date of 11/9/25.The warranty covers the engine, transmission, electrical components, fuel system, steering system, suspension propeller shaft and final drive assembly. On 4/26/24, veh was towed to dealership. I spoke to ******** ********** *************) the svc mgr & explained that the veh had started jerking and then shut down completely while I was driving. On 5/10/24, an inspection (CASE- ID ******** completed by **** *******, stated that the issue was not covered under the warranty due to CONTAMINATED FUEL. This diagnosis required the replacement of the entire fuel system and engine, with an repair of $29,420.00 . Dealership confirmed that the coolant level, engine oil and other components were fine. Yet, they still denied warranty coverage, citing untested fuel contamination. I contacted NC **** OF AGRICULTURE &CONSUMER SERVICES and ******* ******* *************) on 6/3/24 found no evidence of non-compliance or contamination at the gas station. The sample tested contain phase separation but no sign of contamination. The findings were given to ******** on 6/13/24 & dealership still denies coverage. I'm still without my veh. THIS SITUATION IS UNFAIR AND UNACCEPTABLE. The dealership continuously denies the fact that my vehicle is under warranty and their no fuel contamination. issue. I contacted your *** corporate office at customer relations on June 13, 2024 **************) and they have been no help. All they state is that they cant override what *** of Southpoint findings are. The company has just taken money for a vehicle I purchase, didnt abide by their warranty and as a consumer Im stuck.

  

  Business Response

  Date: 12/30/2024

  The Customers vehicle was towed to our shop on April 26, 2024, with ****** miles. She reported the vehicle had shut off while driving and would not restart. ******* ***** informed her that the vehicle was awaiting diagnosis by a senior technician.
  On May 1, 2024, we initiated a case with *** North America regarding engine seizure. Following review, a *** ***************** Engineer inspected the vehicle on May 10, 2024, confirming that engine and fuel system damage was caused by fuel contamination, an external factor.
  I informed Ms. ************* that such issues are not covered under the manufacturer warranty as outlined in the policy. We provided her with a loaner vehicle and assisted her in filing a claim with her auto insurance company. On May 14, 2024, I submitted all relevant documentation, including internal engine images and fuel samples, to her insurance adjuster. After follow-ups, the claim was denied without explanation, as this information could only be shared with the owner.
  Ms. ************* also contacted the ************************************************** regarding the gas station where she refueled. While a June 5, 2024, sample from the station showed no contamination, the vehicles fuel sample revealed phase separation (a mix of ethanol and water).
  On June 25, 2024, she submitted another case with *** *************. We provided all inspection findings, confirming that the issue fell outside warranty terms.

  We understand this situation is frustrating. While outside warranty coverage, we offered to assist with repairs at a discounted rate.
  Please contact me with any further questions.

  Sincerely,
  ******** **********
  Service Manager
  Hendrick *** Southpoint
  **************
  ****************************************************************************
  
  
  

  
  

  Customer Answer

  Date: 12/30/2024

   
  I am rejecting this response because: The ************************* stated there was no contamination and they test gas stations worldwide. There was never a report EVER of that same gas station having any previous issues of bad gas. *** of Southpoint has no way themselves of testing the gas they only went off of the pictures they took. They overrule and overrode the ************************* when they clearly stated NO FUEL CONTAMINATION. The vehicle should clearly be fixed by the dealership under their warranty when the state stated there was no FUEL CONTAMINATION. I reach out to the *************************, ******** never reach out to them. She only tried to charge me over $29,000 for the repairs, how is that a discount when I paid $38,500 for the vehicle and she ask that I filed an insurance claim stating someone vandalism my vehicle but insurance company found no such evidence of that. The vehicle should be fixed and this business just rips people off. They overcharge the insurance company for repairs because the dealership charges the consumer differently if theyre paying out of pocket. 

  
  

  

  Business Response

  Date: 01/02/2025

  The ************************* took a sample from her vehicle here to test it out and that is it is said to have contained phase separation.  The gas station was tested after the tanks were filled 4 times after the incident date.  I also had mentioned to her that this is due to outside influence could be from bad gas or tampering of her gas.

  Customer Answer

  Date: 01/02/2025

   
  I am rejecting this response because: The ************************* are the  ones whom investigate complaints regarding bad gas. I visited the *****************************************; which is minutes away from my home. I get gas from this location all the time. I spoke with the manager inside and she verified their were no complaints on that date. This gas station is constantly busy, if I had received bad gas from that station, any customer that went to those pumps would have had the same issue as myself. They went out and verified their was no issues with gas at that station or any other time. HOW WOULD ONE VEHICLE BE THE ONLY ONE COMPLAINING OF BAD GAS WHEN THEY HAVE CUSTOMERS IN & OUT ALL DAY? Therefore, if no issues were found at the gas station, no issues found with the car & its under warranty until  the vehicle should be fix. AS A CONSUMER, I SHOULD NOT BE RESPONSIBLE FOR FIXING  MY VEH & GIVEN A QUOTE FOR OVER $29,000.00  OUT OF POCKET EXPENSES that I paid $38,500.00 for . It doesn't matter if the gas station was tested after the tanks were filled four times after the incident date because if anyone had received gas there the same day I did, they would have ran into the same problem I did. Its common sense.  allowed to get over on consumers. This is the worst company to ever have to deal with and She  is denying my claim because her department is not paid the same as they would be if they were filing an insurance claim.
  
  

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2017 Tahoe Premier with a limited 90 day or 3k mile warranty as a 1st time buyer on 11/29/24. Immediately/ 1st day of ownership I noticed mechanical deficiencies and poor performance. I called the dealer and scheduled to bring the vehicle back for service and or investigation. On 12/2 the dealer took the truck and provided me a loaner vehicle. Sense 12/2 I have been given nothing but run around. My truck sat at the dealer for almost 2 weeks while they discussed who would pay for repairs, finally its decided that their sister dealer, Hendrick dodge would cover repair vehicle. I have been given 2 or 3 times or dates truck would/should be ready and truck still is not ready. The last date promised was by 12/23, I reached out on 12/20 to confirm we were still tracking for 12/23 and dealers response or excuse was, heads are still at machine shop. I'm on the hook now, obligated for a 30k truck that I've only had in my possession 3 out of 30 days so far sense purchasing, and due to make my second payment in a couple weeks with no clear answer as to when I'll get the vehicle back. The experience has been horrible, and the generally feeling is that the dealer simply does not care about its customers or their lively hoods.

  

  Business Response

  Date: 12/27/2024

  The dealership is currently in communication with Mr. ******* regarding his vehicle. We are in the process of arranging the necessary repairs and have provided him with a loaner vehicle for the duration of this service. Initially, when the issue arose, we extended an offer to repurchase the vehicle; however, Mr. ******* expressed a preference for having it repaired instead. Regrettably, the repair process has taken longer than anticipated.
  
  Thank you for your understanding.
  

  Customer Answer

  Date: 12/27/2024

   
  I am rejecting this response because:

  They've had car sense 12/2  and from thay daybtheyve been failing to meet the expectations theybset. From the meeting that was supposed to take place on 12/3 to discuss who was handling repairs and when, which i was supposed to be uodated on that didnt take place for a week, and I had to chase them diwn raising h*** to get any answers. I'm the one who brought up the buyback as an option, if they couldn't repair the truck, and they only agreed to the possibility of buyback 3 weeks into the situation, not at all in the beginning of the situation. I did however, elect not to go through with a buyback, but only after being assured by the manager that the car would be ready the following week? He said yes, and after considering the fact that it would take up to months for current loan to show paid in full on my report and that I'd have to wait 2  or more months to finance anything else, on 12/17 I did decide to stay tye course feeling that staying the course made more sense, even with this situation already being so inconvenient.  My biggest issue has been the lack of consistent communication, they set an expectation, failed to meet that expectation and then ghost you. I have to chase them down for an explanation or any update. Only to have another failed expectation set. But at this point it is what it is, I see clearly now that all I can do is ***** my frustration and wait another month for my vehicle. My complaint isn't making any noise at all. ***. S/N my warranty shouldn't start until the day i receive my truck! 

  
  

  

  Business Response

  Date: 12/31/2024

  It was determined today that Mr. ******** vehicle cannot be repaired. We have reached out to inform him and will be unwinding his transaction, including refunding the amount he has paid. Mr. ******* is scheduled to visit today with the intention of exploring alternative vehicle options.
  

• Initial Complaint

  Date:12/17/2024

  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.

  - Saturday Nov 16 in the morning - got an oil change - since oil change bottom of car was scraping and now it has gotten worse - the bottom of car has to be taken out in order to perform oil change - bottom of car was not placed back properly resulting inultiple scraping being done to car by the road

  

  Business Response

  Date: 12/18/2024

  Which Hendrick dealership is this complaint for? 

• Initial Complaint

  Date:12/17/2024

  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.

  Have engine check light on. Told by **** ****** it is likely covered by warranty but he has no loaner available. Was promised a call the next week which I am still awaiting. Have been without transportation for 2 weeks now as he has yet to cone up with a loaner as I live 2 hrs away.

  

  Business Response

  Date: 12/19/2024

  The dealership has a loaner vehicle saved for the customer and she will be in tomorrow. 

• Initial Complaint

  Date:12/15/2024

  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.

  On December 11, 2024, myselt and my significant other visited ******* ******* ***** after salesperson ******* advertised that she could get us in a car. We were told by ******* that we would receive all documents that we signed before leaving this dealership not realizing that we would be leaving without the automobile that we were sold on paper. By the time we were handed documents by *******, she then tells us that she could only provide us with 3 copies and that the other documents could not leave the building. Not only does this proves failure to be transparent, creates an atmosphere of dishonesty and concealment, but when a sales manager was questioned about the matters at hand, helas far as the sound of his voice) upheld the non transparency, dishonesty and concealment. To add insult to injury and to cause us further inconvenience he then states on a recorded phone call that we could come back down to the dealership to get copies of the documents only in person when this matter could've been resolved immediately after we were deprived of leaving with the automobile.When the sales manager was asked if rather or not the documents were intangible assets he then suggest that I get an attorney as if I am incompetent and incapable of asking direct questions to receive a direct responses. We provided this dealership of actual cash value as shown on documents that we were allowed to obtain after being presented with several documents containing original signatures. It is unlawful to use false and deceptive advertising in order to receive assets from denied applicants which is known as Bilk: obtain or withhold money from (someone) by deceit or without justification; cheat or defraud.

  

  Business Response

  Date: 12/23/2024

  Due to credit challenges, we were unable to structure a deal that would have been financially responsible for the customer. Our priority is to provide financial solutions that align with the best interests of our customers, and unfortunately, we could not reach a suitable arrangement in this instance.

  
  The customer has expressed concerns regarding the "actual cash value" and has indicated that he feels he took a loss. We are unclear about what the customer means by "actual cash value" or the basis of his perceived loss, as these terms and concerns are not consistent with the details of our transaction. 

  
  To ensure transparency, we have mailed all requested documentation to the customer. Additionally, as a gesture of goodwill and to acknowledge his frustration, we have issued a check in the amount of $300, which is being sent to him directly.

  Customer Answer

  Date: 12/23/2024

   
  I am rejecting this response because:

   

  Ive received the company response and will be looking for the documentation and check to arrive in the mail.

   

  ******

   

  
  

  Customer Answer

  Date: 01/16/2025

   
  I am rejecting this response because:
  

   

   

  The documents sent back by employees at ******* ******* ***** were not the original documents and the documents they sent back contained forged signatures.

   

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

  
  

  

  Business Response

  Date: 01/17/2025

  After reviewing our records, we have confirmed that this individual did not purchase a vehicle from our dealership. The only documentation signed during their visit was a credit application.
  At Hendrick Automotive Group, our mission is to assist customers in purchasing quality vehicles that meet their needs. While we regret that we were unable to achieve this goal with this particular customer, we want to be unequivocally clear that we have never engaged in practices such as forging signatures or falsifying documents.
  Given these circumstances, there is nothing further that our dealership or Hendrick Automotive Group can do to resolve this matter. Please let us know if additional documentation or clarification is needed.

  Customer Answer

  Date: 01/20/2025

   
  I am rejecting this response because:
  

  Admit or Deny. If denied provide proof.
  

  Securities Fraud
  "[A] person who trades in securities for personal profit, using confidential information misappropriated in breach of a fiduciary duty to the source of the information, (isl guilty of violating 10(b) and Rule 10b-5 [and] * * * the [Securities and ******************** [did not] exceed its rulemaking authority by adopting Rule 14e-3(a), which proscribes trading on undisclosed information in the tender offer setting, even in the absence of a duty to disclose." United States *. *******, 117 S. Ct. 2199,
  2205 (1997)
  "The 'misappropriation theory' holds that a person commits fraud 'in
  connection with' a securities transaction, and thereby violates $ 10(b) and Rule 10b-5, when he misappropriates confidential information for securities trading purposes, in breach of a duty owed to the source of the information. * * * Under this theory, a fiduciary's undisclosed, self-serving use of a principal's information to purchase or sell securities, in breach of a duty of loyalty and confidentiality, defrauds the principal of the exclusive use of that information. In lieu of premising liability on a fiduciary relationship between company insider and purchaser or seller of the company's stock, the misappropriation theory premises liability on a fiduciary-turned-trader's deception of those who entrusted him with access to confidential information." United States *. *******, ***************, 2207 (1997).

• Initial Complaint

  Date:12/13/2024

  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.

  Brought my wife car(23 gmc *******) in on 12/6/24 for a faulty windshield washer pump. Pump was fixed. Drove home parked the car didnt move it until sunday afternoon. Thats when my wife notice the scratches on the driver side front fender. I have called once a day and left Messages and voicemails to the service manager to call me back and what its referring too, and cant get anyone to call me. I would like for them to fix the damage done to my $40k car considering it has less than 10k miles. I have pictures of said scratches and time and date.

  

  Business Response

  Date: 12/24/2024

  We have advised customer we have a ********************** that comes in on Tuesdays that repairs these concerns. Advised him to drop it off and we would take care of it

  Customer Answer

  Date: 12/26/2024

   
  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.