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:05/30/2025

  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 2025 ***** Accord from a ***** dealership Saturday, May 3, 2025. I drove it home. It sat in my garage until I took it out for a drive Wednesday, May 7, 2025. However, when I walked around the car to look at it, I noticed a few discolored spots on the right side trunk, which are visible when the sun reflects it. I drove it to the closest dealership to my home-***** Cars of McKinney, where the service **** *****,took pics and took my information. He said he would contact me within a week after submitting the info to *****. I did not hear from ***** after a week, so I phoned and spoke with him Thursday, May 15, 2025. He said he had not heard from *****. I did not hear from him the following week, so I texted him Wednesday, May 28, 2025 and have not heard from him. I then called the Company Thursday, May 29, 2025, and asked for a service manager. I was transferred to a voicemail, where I left a message for the manager to return my call. As of today, Friday, May 30, 2025, I have yet to hear from anyone from *****. Their business acumen is lacking. I just need to get the car I just bought not four weeks ago repaired. I dont need a run-around when it comes to a $46:000 investment. I have been patiently awaiting help, but it seems no one is willing to help in this matter. I didnt pay for a discolored paint job.

  

  Business Response

  Date: 06/02/2025

  The dealership has reached out to the client to explain that the issue was an honest mistake due to the new *** pre-authorization system currently being utilized. It was initially believed that the request had been submitted; however, it was later discovered that it had not gone through completely and, as a result, was never visible to the appropriate parties.
  
  The pre-authorization has now been properly submitted to the *** system, and the dealership is currently awaiting approval. Once approved, the client will be contacted to schedule the repair for the paint defect.
  
  

• Initial Complaint

  Date:05/29/2025

  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 2017 **** from ***** ******* ********* December 14 2024 and was told on that day that the car had 2 keys, just like the Infiniti I traded in. When I was moving everything over from my old car to my new car it was after hours and I was told that the key was locked in the office. I stopped by the next day to get the key and was told that they accidentally listed the car with 2 keys but it only had one. I need 2 because my son uses my car often. They PROMISED me they would have a key for me in a few days from their **** dealership owned by the same company. Ive contacted them over ********************************************************************************************** a few days. Spoke to my salesman, management, and the financial manager. I have the paperwork where it says Customer owes and We owe and it says Second Key. Ive been ignored for the last 3 months now with no responses to my questions about the 2nd key. They are trying to make me give up. I almost did. But its so unfair and I feel bullied at this point because when Ive stopped by to ask about it everyone knows why Im there, looks at each other and wont acknowledge me. I just end up leaving without speaking with anyone. Im a very kind person and would never say anything rude, its embarrassing how the people treat me there. They are not your friend after you sign the paperwork and give them a check. Please be careful. I am a very honest person and have proof of everything.

  

  Business Response

  Date: 06/02/2025

  We apologize for the delay and the frustration this has caused.
  The dealership has made several attempts to reach out regarding the second key. That said, we understand your concern and are committed to making it right. A second key will be provided as promised, and a team member will be in touch to coordinate pickup or delivery.
  We appreciate your patience and the opportunity to resolve this matter.

• Initial Complaint

  Date:05/29/2025

  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 2020 Tesla Model S from Hendrick ***** of Charleston on March 19, 2025. When I bought the car, I was informed that the 2 front tires were replaced and the rears were in good shape. I have been happy with the car until the road noise of the tires became extremely loud. On May 7, 2025, I took my car to Discount Tire as I had thought the tires needed to be rebalanced. The technicians took the tires off and showed me the damage. The rear tires were bald on the inside edge and threads were present. I was informed by the technicians that I would need to replace at least 2 tires. With all wheel drive vehicles, it's a recommend standard practice that all 4 tires are replaced at once. I spent $1220.28 for 4 new tires. That same day, I called Hendrick ***** of Charleston. I had explained the issue saying that I would need a reimbursement for the rear tires. This is something that would have been seen when they had possession of the car in mid-March. I was transferred to ****, the assistant Service manager who had instructed me to send him photos of the tires so he could evaluate it for himself. I live in ********* so photos and videos would have to do. **** called me the next day to inform me that Hendrick Auto had agreed to pay for half of the tire invoice including the alignment. This would cover the cost of the 2 rear tires but not the front 2 since they were already replaced. I was ok with that and sent **** a copy of invoice for the 2 rear tires and the alignment. This came out to $610.14 for the 2 tires and $214.49 for the alignment. I expected to receive a check for $824.63. Instead, today May 29, 2025, I received a check for $305.07. I had called Hendrick ***** of Charleston and spoke to *****. He informed me that they had no intention to pay the full invoice for the rear tires. He did admit that he forget to include the amount for the alignment but would only pay half. Again, this is not what I agreed to or what I was under the impression was happening.

  

  Business Response

  Date: 05/30/2025

  The general manager has reviewed the photos of the tires as well as the inspection report. All four tires were above the minimum tread depth specifications and passed inspection.
  As a goodwill gesture, and in response to the customers concerns about road noise, the general manager approved covering 50% of the cost for two new tires. That amount was sent to the customer accordingly. However, the customer chose to replace all four tires. The additional cost for the remaining two tires was a personal decision and is therefore her responsibility.
  As a final goodwill gesture, the general manager has also agreed to cover 50% of the alignment cost. A check request is being submitted to the office today to process this reimbursement.
  

  Customer Answer

  Date: 05/30/2025

   
  I am rejecting this response because this is not what I agreed to or was remotely ok with. If the tires were properly inspected the first time, they would have not passed as there was significant edge wear on the inner side to point where it was showing threads. ****, the assistant service manager, even agreed with this and thats why he wanted to do something to make it right. The next day, he informed me that Hendrick Auto would reimburse me 50% of my overall tire invoice. This would cover the rear tires, not the front since Hendrick Auto had already replaced them. I would have never agreed to Hendrick Auto only covering the cost of 1 tire and the half the alignment. This is flat out wrong. Hendrick Auto must do better and repay me the amount that **** promised.
   
  
  

  

  Business Response

  Date: 06/02/2025

  After a thorough review of this matter, including direct observation of the phone conversation in question, I can confirm that our representative, ****, offered to split the cost of the rear tires and alignment. This offer was made in good faith as a gesture of goodwill.
  We understand and respect your perspective; however, we must clarify that the claim suggesting a full reimbursement was promised is inaccurate. Based on the facts available and our internal review, there will be no further reimbursement provided by the dealership or Hendrick Automotive Group.
  

  We appreciate your understanding.

  Customer Answer

  Date: 06/02/2025

   
  I am rejecting this response because this is not what I agree to or was promised. Full reimbursement for the rear tires was what I expected and what **** had told me was happening. Hendrick Autos failed to properly inspected the condition of the tires before selling me the car. **** had admitted Hendrick Autos failure and thats why he had pushed to get reimbursement.
  

  If feels Hendrick ***** of Charleston and Hendrick Auto Group has taken advantage of me and scammed me over 2 rear tires. It is unfair and unjust to only pay out a partial reimbursement when the tire condition was present at Hendrick Autos time of ownership. I will not be accepting the partial reimbursement and demand I receive the full reimbursement that I was promised and entitled to receive. I will not accept your response and a bad review and rating will be left until I am properly paid. 

  Once again, do better. 

• Initial Complaint

  Date:05/28/2025

  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 own a 2015 ****** Highlander in blizzard white that I purchased from Hendrick ****** new. ****** had an issue with the paint on the vehicle where it was popping up and flaking off. I took it to Hendrick ******, and they said that ****** would re-paint the vehicle under a program they had at the time. This was probably 18 months or so ago. They said that they would put us on the list to get re-painted and would call us when it was time to bring it in for a re-paint. After about 15 months they called us back and said they were ready to re-paint the vehicle. This was back in March of 2025. In the additional 15 months between the time, they initially said they would re-paint the vehicle and them actually getting it into re-paint several new spots of pain flaking off popped up on the car. Since they said they would re-paint the car we assume they would get all the spots with an issue. When we got the car back, they only re-painted the two spots that we initially showed them. They said they could not fix the other spots because the program with ****** had ended. We had assumed that when the said they would re-paint the car that meant the whole car since it was all painted in the defective paint. They never said they only intended to re-paint the two spots the initially identified. I tried calling ****** and they refused to look into it further. They just said the program was closed and they would not do any more about it. It was pretty deceptive to advertise that the whole car would be re-painted due to the defective paint and then only re-paint two spots when there are clearly other spots having the same issue. We have a new estimate to re-paint the new spots that have shown up since the initial claim filing. We would like to get all the areas with this paint issue fixed as they originally claimed they would do.

  

  Business Response

  Date: 05/28/2025

  In an effort to help resolve the issue, Can you please let us know which Hendrick ****** the issue is with? 

  Customer Answer

  Date: 05/29/2025

  The name and address of the dealership we were dealing with is:

   

  Hendrick *************************************************************************************** representative we worked with is ***** *****.  

  

  Business Response

  Date: 05/29/2025

  This matter falls under a Toyota Special Policy, so the dealership doesnt have any discretion to approve or deny the repair. Our part is simply to document the concern, submit the claim to ******, and wait for their decision on whatif anythingwill be covered.
  
  If ****** declines coverage, the customers only avenue of appeal is directly with *******

   

  Customer Answer

  Date: 05/29/2025

   
  I am rejecting this response because:  I did call ****** at the number that they provided ****************) and did not get any resolution to my concerns there either.  I would have gladly filed this complaint against ****** directly but that did not seem to be an option in the complaint form.  I would like for someone at ****** (local dealership or corporate) to explain to me how they can say they have a paint issue and re-paint parts of the vehicle but not address areas with clearly the same issue on other parts of the vehicle.  The same paint is on the entire car.  On top of that we were told that they would re-paint the car not just select places on the car.  That was very misleading.  The party that I dealt with on this was Hendrick ****** Wilmington.  They pushed this off to ****** with no support from them on my concerns.  That call fell flat very quickly.  I am looking for resolution from any and all parties responsible for this issue.  
  
  

  

  Business Response

  Date: 06/02/2025

  The customer brought us their vehicle to evaluate for the paint repair on 12/1/2023.  Per warranty instructions we are only to submit to ****** the affected areas of the vehicle for authorization.  They will only correct the issues that are current.  The soonest appointment was on 3/17/2025 and the customer came to us and we painted the areas that were approved from ****** in 2023.  The customers warranty extension on this expired on 11/29/2024.  After that date, ****** will not allow us to provide any additional repairs.  Before that date, if the customer notices additional peeling they are to see us for additional authorization from Toyota.  We have been doing these for a long time and know not to say they will paint the entire vehicle.
  
  The customer claims that there may be additional areas or they should paint the entire vehicle but that is not our decision to make.  The customers concerns should be directed at ****** since it is their warranty extension and we can not cover any additional repairs as we are not authorized to do so.

  Customer Answer

  Date: 06/12/2025

   
  I am rejecting this response because:

  I appreciate that youre just following the instructions from ****** on this warranty, but we never saw any letter, email, or documentation on anything related to this warranty.  ****** did not mail or email us anything on this at all.  The only way we knew that ****** would cover this issue was that we brought it into the dealership for an oil change and mentioned the paint issue to the service representative and they said they thought that was covered under a warranty recall.  That being the case, when we filed the initial claim on 12/1/2023 we did not realize that this program had a termination date of 11/29/2024.  In the past for most other warranty recalls that ****** had they would mail us a letter stating the recall and all the rules regarding it.  That was not the case this time.  ****** never provided us any notice that the program was expiring.  There was also nothing saying that it only covers certain places where there were issues.  The service representatives we spoke with always told us they would get it re-painted as soon as they could fit it into their schedule.  My assumption was when someone says they will re-paint the car that they would paint the entire car or at least enough of the car that once I get it back after they are done there will be no evident paint flaking spots on the car.  Some of the spots they chose not to paint were only a few inches from the spots they re-painted.  Again, if they had provided us something about this warranty recall that said specifically, they would only paint the areas shown to them prior to the expiration of the program then we would have certainly made a point to bring the car back in before that date to get other spots approved.  We were surprised that they did not re-paint all the affected areas when we got the car back and that the program was expired because ****** did not provide us anything stating that.  If this program has specific rules, then they need to be made plain to all parties involved and in this case that did not happen.  It almost feels like ****** tried to run this warranty recall under the radar so that there would be minimal claims against it. 

   

   ****** ******

   

   

  
  

  

  Business Response

  Date: 06/12/2025

  To clarify, this was a Special Policy Adjustment from ********* a safety recallso it did not follow the standard recall communication process. These programs are often not widely mailed out and instead rely on dealership identification during service visits, as occurred during your oil change.
  
  The policy had clear criteria: coverage ended on November 29, 2024, and applied only to areas with active paint peeling at the time of inspection. ****** does not authorize repairs for unaffected areas, even if nearby.
  
  We understand how this may have felt unclear, especially with scheduling discussions. While we always strive to advocate for our customers, final repair approvals are determined by ****** corporate.
  

  Customer Answer

  Date: 06/13/2025

   
  I am rejecting this response because:  Why when I mentioned it to the service representative and they submitted it under this "Special Policy Adjustment" why did they not either explain to me or provide me with a copy of the program rules and requirements?  I am fine with playing by the rules, but when no one informs me of the rules it is hard to expect me to play by them.  I recently purchased an oil change program from the dealership, and it came with several pages explaining the program.  When I bought the vehicle, it came with all sorts of documentation explaining the warranty and loan requirements.  However, for this program there was no communication or documentation provided to me to explain how it worked.  At best, this is a very deceptive business practice.  At worst it could be considered fraudulent.  The communication throughout this process was very poor on the part of the dealership and Toyota.  You said you would re-paint the vehicle, but when I get it back, I find out you really only meant that you would re-paint certain pre-approved parts of the vehicle.  Conveniently for you, the amount of time I had to wait to get my vehicle re-painted pushed me past the program expiration date, which also was never communicated to me at any point in the process.  This feels very deceptive and very underhanded.  I find it hard to do business with a company that does not stand behind their product and own up to the manufacturing problems they have with it.  I have major questions about how much longer the paint on the rest of the vehicle will hold up.  I guess if there is a problem with other areas later on its now not ******** problem.  At the end of the day the paint that ****** put on that vehicle is defective and rather than own up to the issue and fix it they want to run a program that is aimed at limiting their exposure to the issue while still allowing them to say they addressed it.  It's not sufficient and not acceptable! 
  
  

  Customer Answer

  Date: 06/13/2025

   
  I am rejecting this response because:

  Date Sent: 6/13/2025 2:49:50 PM
   
  I am rejecting this response because:  Why when I mentioned it to the service representative and they submitted it under this "Special Policy Adjustment" why did they not either explain to me or provide me with a copy of the program rules and requirements?  I am fine with playing by the rules, but when no one informs me of the rules it is hard to expect me to play by them.  I recently purchased an oil change program from the dealership, and it came with several pages explaining the program.  When I bought the vehicle, it came with all sorts of documentation explaining the warranty and loan requirements.  However, for this program there was no communication or documentation provided to me to explain how it worked.  At best, this is a very deceptive business practice.  At worst it could be considered fraudulent.  The communication throughout this process was very poor on the part of the dealership and Toyota.  You said you would re-paint the vehicle, but when I get it back, I find out you really only meant that you would re-paint certain pre-approved parts of the vehicle.  Conveniently for you, the amount of time I had to wait to get my vehicle re-painted pushed me past the program expiration date, which also was never communicated to me at any point in the process.  This feels very deceptive and very underhanded.  I find it hard to do business with a company that does not stand behind their product and own up to the manufacturing problems they have with it.  I have major questions about how much longer the paint on the rest of the vehicle will hold up.  I guess if there is a problem with other areas later on its now not ******'s problem.  At the end of the day the paint that ****** put on that vehicle is defective and rather than own up to the issue and fix it they want to run a program that is aimed at limiting their exposure to the issue while still allowing them to say they addressed it.  It's not sufficient and not acceptable! 
  

  
  

  

  Business Response

  Date: 06/17/2025

  The vast majority of the clients concerns are with ****** of **************  The client claims they never received any notifications from them regarding the special policy and the expiration dates or the lack of support from ****** to repaint the entire vehicle.  There was no mention by any ****** of Wilmington member stating that we would paint the entire vehicle.  We are well versed in this special policy and have completed hundreds of vehicles without an issue.  The client needs to direct her concerns to ****** for any further assistance.  We are unable at our level to perform any further repairs as the special policy has expired.  We always go above and beyond for our customers and stand as advocates for them, but in this case there is nothing further we can do.

  Customer Answer

  Date: 06/17/2025

   
  I am rejecting this response because:  At no point in this process did I ever deal with ****** of ************* on this issue.  The entire time the point person was the service representative at Hendrick ****** of Wilmington.  To try and push this issue back on ****** of ************* is ****** of Wilmington trying to deflect responsibility for this issue.  The exact words the service representative said was that they would handle re-painting the car.  At no point, did they ever say that what they really intended to do was just re-paint the affected areas.  They assured me that when we got the car back the paint issue would be resolved.  However, when I got the car back it still had areas with missing paint.  I was very unsatisfied with what they said they were going to do versus what actually happened.  They also did not tell me there was a deadline for submission of the affected areas.  There was a severe lack of communication on the part of ****** of ****************** representative with this issue.  It is not something that you can just push off on ****** of ************* now and say it's their fault.  At no point did I ever deal with them.  They may be backing the program, but the face I dealt with was the service representative at ****** of **********. If Hendrick ****** has an issue with how ****** of ************* handled this then it is up to you to go take that up with ****** of ************* and not try to push me off to another group to handle this issue.  The lack of communication and poor customer service is on you not ****** of **************  
  
  

  

  Business Response

  Date: 06/18/2025

  We would like to clarify that in no way are we attempting to shift responsibility onto the manufacturer regarding this matter. As previously stated, our team at ****** of Wilmington is well-versed in this specific policy and has successfully completed repairs on hundreds of vehicles under this program without issue.
  At no point did any representative of ****** of Wilmington communicate or imply that we would be painting the customer's entire vehicle. We understand the customer is not satisfied with the outcome; however, all work was completed in accordance with ******'s special service policy guidelines.
  We regret that the customer remains displeased, but there is nothing further that ****** of Wilmington or Hendrick Automotive Group is willing to offer in regard to this issue.
  

• Initial Complaint

  Date:05/26/2025

  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 writing to formally file a complaint regarding repeated issues and negligence by the ****************** at Hendrick ***** on *************** involving my 2024 ***** Civic Type R.Over the past year of ownership, my experiences with this dealership have been persistently negative, culminating in multiple instances of damage, carelessness, and ultimately a complete disregard for customer safety and satisfaction. Most recently:A front driver side Brembo caliper was replaced under warranty due to peeling paint. Upon inspection, the replacement caliper appeared to have been dropped or mishandled, showing visible damage. Worse, the brake pad on that side was missing a large chunk, which presents a serious safety concern.During service, one of my wheels was scratched/damaged and returned to me without any acknowledgment or ************* dashboard was dented while replacing the ** control panel, showing lack of care for the vehicles interior.After having two tires replaced, my car was driven around 6 miles, without any explanation or permission.The wheels were clear-coated by a mobile wheel repair tech too close to vehicle, leading to overspray that completely ruined my professionally applied ceramic coating, during the process Car is also showing signs bent pinched welds, more than likely jacking the vehicle improperly. To add to this frustration: I had a polite and professional conversation with an assistant manager, who acknowledged the situation and verbally agreed to make things right. However, after several weeks passed, the dealership reneged on that commitment, choosing not to take responsibility for the damages caused by their team.This pattern of negligence, broken promises, and lack of accountability is unacceptableespecially for a performance vehicle that requires careful, competent service. The level of disregard shown by this service department puts customer safety, vehicle integrity, and brand reputation at risk.

  

  Business Response

  Date: 05/28/2025

  6/7/24

  *** ******* came to the dealership stating some of the red paint was peeling on the left front brake caliper and would like it replaced under warranty.

  I took pictures and submitted this to AHM for approval, this was declined the next day by AHM because it is cosmetic and does not affect braking.

  *** ******* would not accept this response and repeatedly called the finance department, sales managers and the service department over the next two months. At this time we resubmitted the request and received approval on from our district manager as a 1 time Goodwill gesture within warranty. Approval was made on 8/28/24.

   

  The new caliper was ordered on 8/29/24, *** ******* did not come to have it installed until 1/6/25.

   

  6/14/24

  *** ******* came in with a small crack in the lower portion of the A/C control panel screen, we could not determine the cause, but screens do not just crack by themselves.

  We replaced the A/C control panel under warranty.

  This same visit, *** ******* stated there was damage to the right side tires and wheels. We confirmed and replaced the right front tire and sublet to ***** Custom solutions for cosmetic repair to the right front wheel.

   

  7/11/24

  *** ******* came in stating the right front wheel has damage around one of the lug nut holes caused by a socket, right rear wheel is scratched/damaged on the outside and inside, also the left rear wheel is scratched. All 3 wheel repairs completed by Sublet to ***** Custom Solutions. 

   

  12/19/24

  *** ******* came in for his first maintenance visit and recall, he stated that the wheels appear unpolished from the wheel repairs prior. ***** Custom came out and re-clear coated the wheels as requested.

   

  12/20/24

  *** ******* stated both left side tires hit rocks dropped in the road by a dump truck. Both left side tires needed replacement and the left rear wheel needed to be repaired.

   

  1/6/25

  *** ******* came in to have the left front caliper installed.

   

  3/12/25 *** ******* contacted the previous service advisor and sent pictures of the **** on the caliper and the chip in the brake pad (attached). These pictures were taken by *** ******* at home, he admittedly does his own mechanical tinkering on his vehicle.

  A very small portion of brake pad missing is insignificant and is in no way a safety concern nor will affect braking in anyway.

  He made it very clear that he suspects that our technician dropped the caliper and brake pad on the floor during the caliper replacement causing the damage. We spoke to the technician and he states neither the caliper or brake pads were dropped and they were installed with care.

  The caliper scratch (dark ****) he is referring to is on the inside of the caliper, facing the suspension/engine areas and is not visible at all when looking through the wheel.

   

  The bent pinch weld may have been caused by a floor **** not an automotive lift, this may have been possibly caused by *** ******* himself, we are uncertain.

  During the last discussion *** ******* had with **** (advisor) he stated he was not worried about the pinch weld or the **** on the dash board, he just wanted to let us know about it.

   

  This is the first Im hearing about the overspray from the wheel repairs.

   

  We have declined to replace the caliper again, the **** is cosmetic, does not affect braking and is not visible while looking at the vehicle, therefore there is no reason to replace it.

   

  *** Clintons safety nor his vehicles integrity has not been compromised in anyway and will continue to function as designed by American Honda.

   

  Best regards,

   

   

  **** *****

  Client Care Supervisor

  Hendrick Automotive Group

  Customer Answer

  Date: 06/01/2025

  Due to the detailed nature of my response, including the need to clearly outline multiple service visits, technical concerns, and supporting context, I was unable to fit all necessary information within the limited space provided in the BBB response form. Therefore, I have attached my full response as a Word document for clarity and completeness. This format allows me to present a well-organized and professional explanation of the ongoing issues with the dealership, supported by dates, descriptions, and referenced evidence.
  
  Thank you for your understanding and for allowing me the opportunity to present my concerns in full. 
  

  

  Business Response

  Date: 06/03/2025

  1.      Cosmetic Repairs & Warranty Coverage: Mr. ******* previously discussed warranty coverage with *** and ****, but there was no clear understanding regarding cosmetic repairs. To clarify, HAG Platinum does not cover cosmetic repairsonly failed parts. This aligns with *****'s warranty policy, although ***** tends to be more lenient in certain cases. The paint on a brake caliper is exposed to extreme heat and cannot be guaranteed against fading, discoloration, or peeling. Therefore, ************** declined the warranty inquiry. Their initial response was:
       *****: "No - I am not interested in a cosmetic repair!"
          ****** (District Parts and Service Manager for AHM)
  2.      Brake Caliper Replacement & Dealership Visits: In August, our district manager approved a one-time goodwill caliper replacement for customer satisfaction. The part was ordered on 8/28/24 and arrived shortly thereafter. Mr. ******* visited on 12/19/24 for routine service and to have three wheels repainted due to incorrect sheen from the previous repair on 7/11/24. A follow-up visit on 12/20/24 involved replacing two left-side tires and repairing the left rear wheel after he ran over spilled rocks from a truck. Typically, ***** Wheel Repairs provides same-day or next-day service, as demonstrated by the prompt repair of the wheel on 12/20. However, the caliper was not installed until 1/6/25.
  3.      Bent Pinch Weld Issue: The bent pinch weld did not occur at our dealership. The lift points Mr. ******* referenced apply to using a floor ***** not a vehicle lift. We do not use floor jacks to lift vehicles. He acknowledges being a self-taught Google mechanic, and Hendrick ***** does not take responsibility for any issues related to improper lifting.
  4.      A/C Control Panel Replacement: The A/C control panel was replaced on 6/14/24nearly a year ago. During a recent discussion about the brake caliper, Mr. ******* mentioned this issue to **** and **** but stated he was not concerned about it and did not want it repaired. The technician who performed this repair is highly experienced and has worked for ***** for many years. If any issue arose, it may have resulted from Mr. ********* own repair attempts. If not, why wasnt this brought to our attention nearly a year ago when it supposedly happened?
  5.      Brake Caliper & Pad Damage Inquiry: Mr. ******* raised concerns with **** and **** about a blemish on the inside of the brake caliper and suspected that it had been dropped. I personally spoke to the technician, who denied mishandling or dropping the caliper. I also examined the pictures of the caliper and attached a photo highlighting the dark spot in the paint and the highest point on the caliper body. If the caliper had been dropped, there would be visible damage to the high point, along with multiple impact ****s, given its weight.
  While I agree there is a small chip in the brake pad, this does not affect the vehicles braking operationwhether in normal driving conditions or performance-oriented tracking, as Mr. ******* suggests. Additionally, the blemish on the caliper and the chip in the brake pad do align, as the caliper is removed separately from the pads, meaning they are not directly related. Although the technician may not have the same tenure as others, he is factory-trained and fully capable of performing a basic caliper replacement.
  The alleged damage on the back of the caliper is simply a dark spot in the paintit does not create an indentation/crack/dent and is not visible when installed. This imperfection has no impact on the caliper piston functionality or vehicle safety. I, ***** *******, NEVER agreed that this appears to be the result of the caliper being dropped. This **** could just as easily been caused by road debris hitting that particular spot on the caliper.
  6.      Wheel Repairs & Overspray Concern: Wheel repairs are handled by a third-party company to facilitate Autoguard wheel and tire claims. The issue of paint overspray was not brought to our attention until recently. *************************** is an insured wheel repair company, and if necessary, a claim can be initiated to restore the paint condition to its original state. We do not anticipate any resistance from them if such a claim is required.

   

  **** *****

  Client Care Supervisor

  Hendrick Automotive Group

  Customer Answer

  Date: 06/07/2025

  Due to the detailed nature of my response, including the need to clearly outline multiple service visits, technical concerns, and supporting context, I was unable to fit all necessary information within the limited space provided in the BBB response form. Therefore, I have attached my full response as a Word document for clarity and completeness. This format allows me to present a well-organized and professional explanation of the ongoing issues with the dealership, supported by dates, descriptions.
  
  Thank you for your understanding and for allowing me the opportunity to present my concerns in full.
  
  

  

  Business Response

  Date: 06/09/2025

  We apologize that we aren't able to come to an agreement with this customer.  Going forward, there is nothing further that the dealership nor ******* Automotive Group is willing to do regarding this issue. If the customer feels that he has been wronged, it is his right as a consumer to seek legal counsel. We will not continue to go back and forth. 

• Initial Complaint

  Date:05/23/2025

  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 2019 ****** 4runner. I traveled over an hour to purchase and had looked at photos online. *** the manager asked me while talking on the phone about the purchase if I reviewed the photos online and I said yes bit they are all far **** shots. am I missing something, he said no its in great condition. When I arrive there are deep scratches all over the vehicle. I was paying cash so it was easy to walk on the deal but they assured me they would fix them all. They provided me with a we owe you document stating they would have their vendor "dent wizard " do a full 360 repair. I will attach this document. When I went back to the dealer for the repairs they only fixed 1 scratch and told me the others can not be repaired. I have a quote in the works from a body repair shop stating they can be repaired. When called to discuss they will not return my calls. I was scammed. They need to pay for the repairs to be made as promised. I will provide quote once I receive. I also had to miss a day of work to go down to their dealership for the repairs they did not make.I am seeking the repairs to be made at a local body shop and paid for by Hendricks

  Customer Answer

  Date: 05/29/2025

  Dealership information

   

  Hendrick ****** Merriam 

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

  Merriam Kansas 66203

   

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

  

  Business Response

  Date: 05/30/2025

  Prior to the customer's visit, the dealership provided photos and a walk-around video of the vehicle. A discount of nearly $1,100 was applied to account for visible scratches. Additionally, a signed "We Owe" form documented that touch-up work would be completed by the dealerships Dent Wizard vendor.
  During the customer's return visit, Dent Wizard performed $590 worth of touch-up and cosmetic repairs, as agreed. The customer later expressed dissatisfaction, requesting full repaintingsomething that was not discussed or included in the signed agreement.
  The dealership took reasonable steps to address the concern through both a price adjustment and professional touch-up services. The customer declined further assistance and instead requested full repainting by a third-party shop at the dealerships expense, which could not be accommodated.
  All supporting documentation, including signed agreements and invoices, is available upon request. Based on the efforts made before, during, and after the sale, the dealership respectfully requests that this case be closed.

• Initial Complaint

  Date:05/21/2025

  Type:Billing 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 January 20, 2025 **** Hendrick City ********* ran my social security for someone else to get approved for a vehicle. I was notified through the *************. I reached out to them and they emailed me an apology and promised to remove the inquiry off my credit file. They never tried. I also reached out to ******* as well. Nothing was never done. I filed a complaint with the ************************. I submitted a dispute with paperwork from the ************************ and a email from the dealership and it was disregarded.

  

  Business Response

  Date: 05/21/2025

  Weve explained to Ms. ******* that we made the error and weve reached out to 700 Credit and sent them the attached letter head. 

  Customer Answer

  Date: 05/21/2025

   
  I am rejecting this response because:
  The response from **** Hendricks City Chevrolet is invalid. They are showing a letter head with the wrong address and the last 4 digits of the social is incorrect. My address is *************************************. The last of my social is 9220. I have attached a copy of my credit report. 

  

  Business Response

  Date: 05/22/2025

  We've been in communication with 700 Credit and have made the appropriate changes to her credit profile. We also feel that if the customer calls 700 Credit and disputes the inquiry, they will call us and we will let them know about our mistake and that will also help with the removal of that inquiry. 

  Customer Answer

  Date: 05/22/2025

   
  I am rejecting this response because:
  
  I have been working hard several months trying to solve this issue with **** Hendrick City Chevrolet and Equifax. I will not be reaching out to 700 credit. Them trying to pass the responsibility on me is why we are here now. **** Hendrick City ********* really have to take some responsibility and fix what they messed up. I need a new improved copy of the correct modifications made. 
  

  

  Business Response

  Date: 05/27/2025

  We have contacted 700 Credit and they are issuing another letter being sent to the updated address 

  Customer Answer

  Date: 05/27/2025

   
  I am rejecting this response because: I need to make sure **** Hendrick City ********* did exactly what they are saying they did. I will be waiting on a change to my credit profile. I should get an automatic alert. I am not excepting anymore excuses until I see the changes are made. 
  

• Initial Complaint

  Date:05/19/2025

  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.

  Purchase corvette z06 December 9th 2024. Was told they have to take care of title as registration as I live in ** and this purchase was in *******. I was told registration would take about 30 days. It is now been 6 months and I still do not have registration. I was told they waited too long to submit paperwork so it expired. I went to ******* in march and signed more paperwork and was assured I would have it within 30 days. I also was told I would receive a second key because all certified chevys come with two keys. When picking up the car, they told me only one key came with it and they no longer offer a second key when purchasing a certified car.

  

  Business Response

  Date: 05/19/2025

  Which dealership is this for? I reached out to our **** *********************** location, and they confirmed this is not their customer.

  Customer Answer

  Date: 05/21/2025

  It is **** hendricks ***** at ******************************************************************* 

  

  Business Response

  Date: 05/22/2025

  We were just informed that New York is still delaying the process. We dont have a confirmed date yet but were told it should be soon. We understand thats not particularly helpful for the current situation, but its the most up-to-date information we have at this time.

  Customer Answer

  Date: 05/27/2025

  Nys has not delayed this 6 months.  The paperwork wasnt even submitted until 3 months after sale so although they may be processing it currently, the delay is because of Hendricks. Please request update from *** and get back to me.  
  

  Also, you have not responded to my other inquiry about the second set of keys that I was told was standard with a certified used vehicle.  Please advise.  Thank you. 

  

  Business Response

  Date: 06/04/2025

  It's showing delivered. Attached is the tracking and screenshot of the package. 

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We took our Chrysler Pacifica there as instructed two weeks ago - told them it was the can bus connector by glove box and wanted them to start there. They refused - had our vehicle 2 days, cost me 280 in lost wages and 352 at another repair shop to replace the part I told them to check first. They said they checked it at last moment before picking up vehicle and it looked good. They didn't remove part to inspect - I have the part. There are roughly 1/3 of all the solders are cracked or burned.

  

  Business Response

  Date: 05/19/2025

  The customer was not charged for the recent visit, and while the vehicle was at the facility for a few days, there is limited documentation to support either partys claims. Unfortunately, the technician did not enter any notes on the Repair Order, and the advisor did not follow up or take further action, which leaves this situation as a matter of the customer's word against theirs.
  It may be worth noting that the customer was not charged for any diagnostic services, and therefore, reimbursement is not being offered. Additionally, no charges were made for a previous visit in February. In total, the vehicle has only been brought in three times.
  They have never issued compensation for lost wages and do not intend to change that policy at this time.
  

  Customer Answer

  Date: 05/19/2025

   
  I am rejecting this response because: despite my request as customer to have specific part checked FIRST, and assured that the part would be - it was. Then I was lied to by the customer service *** who said he stood back there and watched him check each connector(roughly 10min before inpicked up the van).  When informed by me that you couldn't check that part in that manner was offered no response.  I did everything they told me to do, brought in vehicle as soon as issue ***resented itself, left it with them, and then not only did they fail to solve the issue - they lied about it - and refused to check the part in question, even though it was clearly written on work order request by me.  
  
  

  

  Business Response

  Date: 05/21/2025

  We would like to clarify that the customer was not charged for any services; therefore, there is no amount to refund.
  Even if a charge had been incurred, it would have been for diagnostic services only, billed at our standard rate of $200 per hour. At most, a refund would have totaled approximately $240 after tax.
  Additionally, we do not offer compensation for lost wages, as this is not part of our service policy.
  Lastly, we cannot verify what actions were taken by the other repair facility or determine whether any damage to the vehicle occurred as a result of their work.

  Customer Answer

  Date: 05/21/2025

  Their failure to keep track of paperwork is their problem.  If they would have done what they said they would do - or what they said they did - this wouldn't be an issue.  They lied to me, thankfully I was able to take to a repair shop that actually does what they say they will and repaired the issue.  
  
  

• Initial Complaint

  Date:05/12/2025

  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 identified a vehicle online, submitted online paperwork for pre-approval for the identified vehicle through the ************ Website. After submitting, I found out they pulled a HARD credit report, as opposed to the soft reports associated with most pre-approval applications. I was not notified about the hard credit report. The sales person who contacted me advised me the vehicle I submitted the application on was sold and proceeded to promote other, more expensive options. Today, continuing my search, I see the same vehicle being advertised by ************ on Autotrader. Bait and switch!Despite the hard credit pull, (I see it on my credit report)I have received 0 communication on pre-approval 5 days later. Reviews of the business suggest this a common practice for this business.

  

  Business Response

  Date: 05/14/2025

  Our general Manager has reached out to the customer 3 times in an effort to resolve this issue with no response. We will continue to try and reach out to the customer.