Complaints

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

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• 

  Hendrick Automotive Group

  6000 Monroe Rd Charlotte, NC 28212-6119

  
• 

  Dale Earnhardt Jr. Buick GMC Cadillac

  1850 Capital Cir NE Tallahassee, FL 32308

  
• 

  Dale Earnhardt Jr. Cadillac

  1850 Capital Cir. NE Tallahassee, FL 32308

  
• 

  Gwinnett Place Honda

  3325 Satellite Blvd Duluth, GA 30096

  
• 

  Rick Hendrick Chevrolet Atlanta

  3277 Satellite Blvd 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:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/20/2025

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

  Customer Answer

  Date: 06/20/2025

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

  

  Business Response

  Date: 06/20/2025

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

  Customer Answer

  Date: 06/20/2025

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

  

  Business Response

  Date: 06/20/2025

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

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/10/2025

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

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

   

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/09/2025

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

  Customer Answer

  Date: 06/09/2025

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

  

  Business Response

  Date: 06/10/2025

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

  Customer Answer

  Date: 06/10/2025

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

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

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

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

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

  
  

  

  Business Response

  Date: 06/13/2025

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

• Initial Complaint

  Date:06/07/2025

  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.

  My vehicle's warranty was cancelled in March, and the excess funds have yet to be dispersed. The point of contact for this issue, ****** ******, stated that it would be handled. After excessive wait time, he was contacted again May 5, 2025, he stated that he was "getting it done." Since then there has been no update, and no response to calls, voicemails or text messages.

  

  Business Response

  Date: 06/10/2025

  This check was already cut and sent to the lienholder *************** on 5/14/2025.

  Customer Answer

  Date: 06/10/2025

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

• Initial Complaint

  Date:06/06/2025

  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.

  On April 4, 2025, I purchased a 2023 Tesla Model Y with low mileage from Hendrick ***** in **********. The vehicle was advertised as having the "installed option" of Full Self Driving (***), a feature valued at $12,000 in 2023. This was a key factor in both the vehicles listed price and my decision to purchase.After the sale, I discovered that the *** package was not an "included option", contrary to the dealerships advertisement. Despite raising this issue with Hendrick *****, they have not taken steps to resolve it. Both the salesperson and general manager now deny that *** was included, even though the attached documentsincluding the online listing and window stickerclearly list *** and the White Interior as Included Options, with their original extra costs noted. The White Interior is present in the vehicle; *** is not.The dealership claims the listing referred only to the vehicles computer hardware, not the *** software. However, this is factually incorrect. ****** own documentation confirms that *** must be either purchased outright or subscribed to monthlyit is not a charge for the computer hardware.This constitutes a material misrepresentation of the vehicles features and value. Hendrick ***** has refused to honor their written representation, and I believe the vehicle was misrepresented and overpriced as a result. Hendrick ***** needs to purchase the feature which is now $8000, or adjust the price of the vehicle commensurate with the actual equipment in the vehicle.

  

  Business Response

  Date: 06/09/2025

  Mr. ******* purchased a used Tesla in the beginning of April.  The Tesla was advertised with having full self driving capability which it does have.  The hardware is installed in the vehicle but this feature requires a $99 monthly subscription from Tesla to be active.  The full self driving subscription does not always transfer from the original owner which was told to Mr. ******* when he purchased the vehicle.  We have already sent this to the *** in ************** and they have dismissed the claim.   Please let me know if you need anything further.

  Customer Answer

  Date: 06/09/2025

   
  I am rejecting this response because: it is factually incorrect. First, a Tesla with Full Self-Driving (***) capability does not require a subscription. It is an either-or option: either you pay upfront (which was $12,000 in 2023 and advertised as an Included Option), or you subscribe if the vehicle has the proper hardware. The documentation I provided clearly shows the dealership advertised the car with *** included and listed the original price. Their documents even used Tesla-specific terms like Autopilot, Advanced Autopilot, Autosteer, and Traffic Light and Stop Sign Control.They also listed the optional white interior and its $1,000 price, which is present in the car.

  Second, it is incorrect that the *** option would not transfer to subsequent owners. The Included Option, as advertised by Hendrick ***** at $12,000, is a permanent feature that stays with the car. A simple internet search, including *********, confirms this.

  Third, they did not inform me of these inaccuracies during the transaction. When I inquired about the car, I was told it had just arrived and needed to be located. They knew little about Teslas or this car specifically. Delivery included only basic operational instructions. The paperwork I submitted and the salesperson both referenced the *** option in defense of the price. 

  This inaccurate response came only after I filed complaints. ***** ******* of the ***** *************) called to explain the complaint was closed because it wasnt a DMV issue like titling or registrationnot because of the dealers response. The ***** website encourages filing regardless. Ive also filed with the *********************************, which is still investigating.

   

  
  

  

  Business Response

  Date: 06/11/2025

  We have reviewed the customers concerns. The charges in question were clearly communicated, and the customer was fully aware of the associated costs prior to receiving service. At this time, we will not be offering any additional accommodations, as the charges are valid and in line with our policies.
  

  Customer Answer

  Date: 06/11/2025

   
  Dear Better Business Bureau,
  Thank you for your continued efforts in facilitating communication between consumers and businesses. I am writing to express my concern regarding the handling of my recent complaint.
  I am rejecting the businesss response because it appears to be unrelated to the actual issue I raised. The response seems to address a service-related matter, whereas my complaint was not about a service encounter. This disconnect makes me feel that the core of my concern has not been acknowledged or addressed.

  Private for the BBB - 
  Additionally, Im unsure whether this process is being managed by a person or through automated systems. The responses so far feel impersonal and do not seem to reflect a careful review of the facts presented. I would greatly appreciate the opportunity to speak directly with a BBB representative to ensure that my concerns are fully understood and appropriately handled.
  I value the role the BBB plays in supporting fair business practices and hope we can work together to resolve this matter more effectively.
  Sincerely,
  ***** *******

  

  Business Response

  Date: 06/16/2025

  There was no misrepresentation of the vehicles features. The vehicle includes all features that were demonstrated to and acknowledged by the customer. The customers dissatisfaction appears to stem from an unwillingness to pay for a required subscription service, not from any inaccuracy on our part.
  If there was any misunderstanding regarding features due to listing errors, we refer to the disclaimer posted on our website, which was developed in coordination with our legal team at ***** Automotive. Per Mr. ****** we are not responsible for the claims made by Mr. ****************** find the disclaimer attached for your reference.
  

  Customer Answer

  Date: 06/16/2025

   
  I am rejecting this response because: I respectfully reject the assertion that there was no misrepresentation regarding the vehicles features. The dealership continues to rely on the incorrect premise that the feature in questionTeslas Full Self-Driving (FSD) capabilityrequires a subscription. This is demonstrably false and can be easily verified through ****** official website and other reputable sources. The vehicle was advertised as including this feature, not as requiring an additional purchase or subscription.
  While the dealership references a disclaimer, it is important to note that the language of that disclaimer appears to pertain primarily to pricing, DMV fees, and incentivesnot to the accuracy of listed vehicle features. Invoking a disclaimer in this context appears to be an attempt to avoid accountability for a misrepresentation that is easily disproven through publicly available information.
  The listing explicitly stated that FSD was an Included Option, which was a material factor in my decision to purchase the vehicle. Upon delivery, it became clear that this feature was not present, and no effort has been made by the dealership to acknowledge or rectify this discrepancy.
  The dealerships refusal to acknowledge publicly available facts and its continued reliance on a legally insufficient disclaimer only reinforces the basis of my complaint. As such, I have filed formal complaints with both the *************************************** and the *********************************************, and I will continue to pursue all appropriate remedies.

   

  
  

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding my recent experience at your ******, ******* location, specifically involving ******* from the finance ************* primary goal in visiting your dealership was to trade in my current vehicle, but I was significantly upside down on my existing loan. I communicated this clearly to the sales agent. While I was ultimately approved for a new loan, the monthly payment was quite high. Shortly after, I learned I could not include my old vehicle in my bankruptcy, which changed my situation entirely and led me to the decision to return the vehicle.During this process, I encountered multiple issues with ******* that have caused me to lose trust in the dealerships practices. I requested to ****** the additional warranty to lower the payment. Initially, ******* told me it could not be removed. Upon reviewing my contract, I saw it was refundable so I followed up. ******* then claimed the loan had already been funded and the refund would take up to two months, but he could not provide any documentation showing the cancellation or refund was processed.I contacted the lender directly and was told the loan had not yet been funded and that changes, including cancellations, could still be made within the 10-day ***** period directly contradicting what ******* told me. I informed the dealership of my intent to return the vehicle, and ******* told me he would speak with accounting and call me back. He never did. After over two hours of waiting, I called back, and he still had no answers. I eventually spoke with a representative named *****, who was professional and understanding. He confirmed I could return the vehicle.I returned the vehicle, but was told I would not receive my $500 down payment back. After calling again, ******* said I would be refunded $350. It has now been four business days, and I have not received my refund or any confirmation that it has been processed. Given the pattern of delays and misinformation.

  

  Business Response

  Date: 06/09/2025

  We have spoken to the customer.   We are getting the check cut and the customer is to be picking it up from our store today.

• Initial Complaint

  Date:06/06/2025

  Type:Customer Service 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.

  Had to schedule an appointment to get a faulty part repaired. My vehicle sat for 4 days without even being touched and I have been without transportation during this time. The service people are saying that they may not get to my car until the following week which will leave me without transportation for another week. They havent even tried to accommodate me with transportation like I dont have a job or a family that rely on transportation on a daily need. I asked to get my car and bring it back when the technician is available so the car isnt just sitting and they informed me that if I take my car that I will lose my place in line and will have to start the process over. Not accommodating your customers with transportation while holding their vehicle hostage is unacceptable. I need a resolution ASAP. Either I need a vehicle to drive or I need to be reimbursed for a rental car that I have to pay out of pocket.

  

  Business Response

  Date: 06/06/2025

  In an effort to help resolve this issue, can you please tell us which Hendrick dealership the issue is with?

  Customer Answer

  Date: 06/06/2025

  **** Hendrick Jeep Chrysler 

  **********************************************;

  

  Business Response

  Date: 06/09/2025

  Miss ********* Durango was brought to us on 6/3 and was dropped off. The vehicle was diagnosed on Friday 6/6 as a faulty fuel pump level sensor and a faulty auxialry fuel pump as it was not transferring fuel from one side of the saddle style fuel tank to the other causing her concern of an inaccurate fuel gauge reading. The parts are at the dealership as of this morning and will be completed, if everything goes smoothly, today. At no time has she asked to take the vehicle except when she dropped it off and she was informed that it may be 3-4 days to have answers as to what is causing this issue. The fuel pumps are covered under a MOPAR parts warranty and will be no cost to the customer. 

  Customer Answer

  Date: 06/10/2025

   
  I am rejecting this response because:
  I got my vehicle back after 6 days and the issue is still happening. Before I picked up my vehicle I even asked did they test that issue and they stated they did. However I just filled my tank and its still not registering full. This is the Dane issue I went thru back in 2023. I cannot afford to keep bring without my vehicle. 

  

  Business Response

  Date: 06/10/2025

  The customer has picked up their vehicle. We have made every effort to address their concerns and ensure a satisfactory resolution. At this time, there are no outstanding issues related to this matter on our end.
  

  Customer Answer

  Date: 06/12/2025

   
  I am rejecting this response because:
  I did pick up my vehicle but the issue has not been resolved. Im not sure who is responding for the dealership but I actually spoke with them about the issue and Im scheduled to bring my car back this week to have the figure out what is causing the fuel pumps to go bad so no the issue is not resolved and Im about to be without a car again. I need a loaner or I need to be compensated for a rental. 

  

  Business Response

  Date: 06/13/2025

  There is no issue with the fuel pumps; the concern is with the fuel gauge not reading correctly.

  Customer is coming in to have it checked.

  Customer Answer

  Date: 06/16/2025

   
  I am rejecting this response because:
  Im just looking to get the issue resolved quickly because the biggest issue is that Im having to find transportation back and forth to work once again. Transportation back and forth to drop and pick up my kids from camp and work. The original reason I reached out to the better business is because the dealership staff acted like I wasnt inconvenienced being without a car while my car sits in their parking lot. There has got to be a better process for car repair timeframes or customers should be given a loaner or discounted rental. The dealership had no remorse. The first time my car sat for 3 days before the technician actually started work on it then finished it within 3 days. My cat is indeed back at the shop since Saturday and Im hoping they are working on my car and its not just sitting. 

  Customer Answer

  Date: 06/16/2025

   
  I am rejecting this response because:

   

   

  Date Sent: 6/16/2025 11:24:15 AM
   
  I am rejecting this response because:
  Im just looking to get the issue resolved quickly because the biggest issue is that Im having to find transportation back and forth to work once again. Transportation back and forth to drop and pick up my kids from camp and work. The original reason I reached out to the better business is because the dealership staff acted like I wasnt inconvenienced being without a car while my car sits in their parking lot. There has got to be a better process for car repair timeframes or customers should be given a loaner or discounted rental. The dealership had no remorse. The first time my car sat for 3 days before the technician actually started work on it then finished it within 3 days. My cat is indeed back at the shop since Saturday and Im hoping they are working on my car and its not just sitting. 
  

  
  

  

  Business Response

  Date: 06/17/2025

  Miss ********* Durango has been returned to her as of 6/16/2025. The fuel gauge issue has been resolved. She also had a completely separate concern of a Uconnect box message on radio which would require one of the antennas to be replaced. She declined that repair. The original concern of the fuel gauge not working has been resolved and customer is back in their vehicle as of yesterday afternoon. 

  Customer Answer

  Date: 06/17/2025

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

• Initial Complaint

  Date:06/04/2025

  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.

  On April 9th we dropped off our vehicle at ***** Cars of Mckinney for 12 plus warranty repairs including: 1. 7k plus of paint issues 2. Parking sensor issues. 3. Weatherstripping issues 4. Cracking/wrinkling of leather seats.5. Charge station for cellphone heating up 6. Seat sensor issues 7. Drivers side sunshade clip loose 8. Steering wheel issues 9. Second row passenger seat issues. 10. Drivers side door insulation dropping below door. 11. Dash/CarPlay microphone issues 12. Start stop engine stop issues. It has now been nearly 2 months and the warranty work is still not completed and there is now new damages that your team has caused to the passenger side door, passenger side seat and numerous dirt marks on the roof around the sunroof, sun visors and headliner. Per our paint inspection yesterday we have not only found more damages, we have discovered several of the warranty items still not repaired. There is paint damages all around the vehicle and we have marked them with painters tape and have taken photos and videos to document. When addressing these issues to the Service Manager ***** ******, he was rude, disrespectful and unprofessional. We expect all issues to be resolved in a timely manner and expect to be treated professionally moving forward.

  

  Business Response

  Date: 06/06/2025

  We truly are sorry that the ***** that the customer purchased did not live up to the expectation. We are currently working with Mr. ****** and we will be buying back his vehicle. The General Manager is in contact with Mr. ****** and will be handling the rest of this process. 

  Customer Answer

  Date: 06/09/2025

   
  I am rejecting this response because: At this time communications provided has been unclear on how this will be resolved.  Please call to discuss those details. 
  

  

  Business Response

  Date: 06/09/2025

  Our General Manager is in contact with Mr. ****** and is answering his questions and arranging the buyback. This is the resolution that Mr. ****** wanted and we feel that this is safe to close because of this. 

  Customer Answer

  Date: 06/09/2025

   
  I am rejecting this response because: we still have not received clarification on if we can take the loaner vehicle out of the designated range and when the final paperwork will be processed on thr vehicle. We have asked several times but have not received a formal answer to our question. 
  
  
  

  

  Business Response

  Date: 06/10/2025

  Please be advised that the customer will not be charged for the use of the loaner vehicle, including while driving outside of our complimentary 55 mile radius.
  

• Initial Complaint

  Date:06/03/2025

  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.

  I am a ***** technician with 25 yrs of ***** experience. I took my ***** Civic hybrid 2009 with ******* miles into ****** ******* ***** dealership for an airbag recall.. I requested 6 quarts of *** transmission fluid so I could basically bill it out at the same time and take the fluids with me.. instead they gave me a *** transmission fluid change.. when I looked at what I signed, which was to do a fluid change ;unknowingly i signed off.. I foolishly did not bring my reading glasses..the contract said that they had drained the fluid once and installed new fluid the end;Manager agreed .protocol for doing a *** fluid change is to extract the fluid put in new fluid run it a short ways and then do that a second time; a total of 6 quart..this is what a person pays for when they get their *** change done because thats *****s protocol.. the manager, who was combative(******** ******) told me that they do not do the second fill and drain because it would be problematic for my *** because of the miles and doing so can be problematic for the transmission. that is absolutely completely false!!.this DEALERSHIP is not performing the *** fluid change as per *****s protocolIt is critical to do the second part of the fluid change to pull out small particles..when we worked on transmissions, it is critical that we work with clean fluid by not doing what ***** suggest to do it is against protocol. And for this manager to be head of a fleet of technicians promoting not to do the second change is extremely concerning when ***** recommend you do it properly. being done properly is what were paying for.. to properly do it requires draining then filling 3 quarts drive around a little bit draining again and three more quarts.. what he told me was they drained it one time and doing it more can promote a problem with the transmission. He then boosted about his 22 years of experience which in itself is concerning.. I expect this individual to get some schooling because of his position..

  

  Business Response

  Date: 06/05/2025

  We apologize for any misunderstanding that was caused and we will be refunding the customer $222.09

  Customer Answer

  Date: 06/06/2025

   
  I do appreciate the reimbursement.. But I do not feel like a change in procedure is gonna happen.. It is critical that the Cvt get their fluids changed twice when bringing them in for service for their longevity ; especially ones that have more miles!!.. Having the manager proclaimed that its could be problematic for high mile vehicles by Replacing the fluids twice is the issue.. It is extremely important that we do this procedure properly to prevent deterioration of the *** transmission by these finer particles. Thats why its insistent that replaced the fluid twice These transmissions do not have an internal type of filter so yes, its more time-consuming, Its probably more cost-effective not to do it but its important that its done properly and if that requires costing more than so be it but it needs to be done properly. doing this change properly we at ***** have felt is the best way to do it by getting feedback from the field abroad this is what we feel strongly needs to be done.. they respected the input that we gave ***** from the field..it is extremely important that this procedure be done properly.. thank you for your time and I think changes in order
  
  

• Initial Complaint

  Date:05/31/2025

  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 am requesting a refund for approx. $1,000 as I am extremely disappointed in the lack of care and resolution to repair the major ongoing issues I have had with my ***** Civic. Since I purchased the car at ******************* in ** in March 2023 I have had major ongoing problems. I have had to bring the car back and forth numerous times with most of the time issues reaccuring after they were so called fixed. I am taking up a legal case against freehold ***** requesting a refund for my tire/rim protection as the condition of the way Hendrick ***** handled them has been horrific. I have contacted corporate in ********** and have been advised I need to take this up with the dealership directly for a refund. I am not trying to be difficult here but rather do what is fair. Please note I have taken the car to be serviced/repaired nearly 20 times in the past 26 months which is unacceptable and only serviced by Hendrick. I am requesting some form of compensation. Please look over my file and get back to me with a suitable resolution. As of tuesday June 4 I am trading my vehicle in. Case# with ***** Corporate is ******** I look forward to your response.

  

  Business Response

  Date: 06/02/2025

  Hendrick Automotive Group does not own ***** of Freehold. While we are sorry to hear that this customer is having issues, we would suggest reaching out to that dealership or it's managing company

  Customer Answer

  Date: 06/02/2025

   
  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 as I am working with the service manager on a proper resolution. My apologies for the typo/error. 
  
  Thank you.