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

  
• 

  Hendrick Honda Woodbridge

  14201 Richmond Hwy Woodbridge, VA 22191

  
• 

  Gwinnett Place Honda

  3325 Satellite Blvd Duluth, GA 30096

  
• 

  Rick Hendrick Toyota Sandy Springs

  6475 Roswell Rd NE Atlanta, GA 30328

  
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  Rick Hendrick Buick GMC

  3244 Commerce Ave Duluth, GA 30096

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/09/2025

  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.

  I bought a corvette from this dealership which I sold to another party. so I canceled the PREPAID services on **** Hendrick ********* of ****** to get my proportional money back. I have been trying for a couple WEEKS to get answers ( I already provided the Odometer disclosure doc. and electronically signed the cancellation for the prepaid services) after 2-3 weeks and my money still not arrive. I have been calling and emailing one of the financial directors and no answer from them, looks like they don't care about it, just because it is small amount and it is a REFUND. it is my money so im filling this to get answers.

  

  Business Response

  Date: 05/13/2025

  We have spoken to the customer and he is calling the bank to get the paid and full letter, without  that, we cannot send the funds to him. The customer understands and we are working to resolve this. 

• Initial Complaint

  Date:05/09/2025

  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 24th, my husband and I dropped off our Jeep Grand Cherokee 2020 to Hendrick CDJRF of Concord for an ac evaporator coil repair/replacement. That repair required dissasembly and removal of the entire dashboard. We paid about $3600 for the service. When we picked up the vehicle on April 29th, we immediately noticed and notified staff that the navigation screen in the upper right corner was partly delaminated as well as several raised areas on the dashconditions NOT present prior to the ********* recommended by that staff member, we brought the car back in the following Thursday May 1st for the teams attention but we were told the damage was not caused by the staff and that this damage can occur "randomly" as Jeeps are common to have this defect. They stated they can fix their damage for an additional $1,000+. This is deeply concerning, as the screen is located within the dash area that was directly disassembled and reassembled during the repair and was not in that condition on drop off.This damage was not random damage, instead was from improper repair. In this case, Ive noticed a visible warp in the dash fabric directly above the area where the screen bubbling began, suggesting mechanical stress causing the issue.Since pick up, the screen damage continues to rapidly spread which will likely make the navigation screen unusable soon.We are requesting that the shop take responsibility for the damage and arrange for either replacement or repair of the screen. We have documented evidence of the condition of the screen prior to this service, as well as videos and photos of the damage on site during pick up.

  

  Business Response

  Date: 05/12/2025

  This issue is a known manufacturer defect that our facility cannot repairit requires a full radio replacement. In an effort to assist the customer, we reached out to ********** corporate to request goodwill assistance. ********** did offer coverage with a deductible slightly over $1,000. 
  The customer believes we should absorb the cost of the deductible. However, since this is a manufacturer-related issue and not caused by our service, we have respectfully declined to cover the deductible amount.
  

  Customer Answer

  Date: 05/15/2025

  I am disappointed by your response regarding the radio issue with my vehicle. Youve claimed this as a manufacturer defect requiring a full radio replacement and secured a goodwill offer from ********** with a deductible exceeding $1,000. Your refusal to cover this cost or offer a reasonable reimbursement is unacceptable.
  
  The infotainment system was fully operational before I brought my vehicle to your facility for repair. Your repair required handling of the dash including infotainment system. The issue emerged immediately after your service, making it clear that your workmanship caused the problem. I hold your dealership directly responsible for this failure, and I expect you to take accountability.
  
  I demand that you reconsider your stance and either:
  1.) absorb the deductible, as this issue is a direct result of your service
  2.) respond to communications with ****** for credit adjustments
  3.) or cover repair at another merchant (as you state your business is unable to complete repairs)
  
  Failure to address this promptly will leave me no choice but to escalate the matter further. Please confirm your resolution of this issue by COB 20 May 2025.
  

  

  Business Response

  Date: 05/16/2025

  As we continue to state, this is a manufacturer-related issue and not caused by our service department. In an effort to resolve this issue, we are willing to split the deductible with the customer. We feel that this is more than fair considering we are not obligated to participate in this repair. Please let us know how you would like to proceed? 

  Customer Answer

  Date: 05/19/2025

   
  I am rejecting this response because:
  As Ive reiterated, whether this issue is common or not is beside the point. The screen was in good condition when we dropped off the vehicle, and the damage occurred at some point before we picked it up. This clearly suggests the issue arose while the vehicle was in your care, likely as a result of removing the dash to access the evaporator.

  

  Business Response

  Date: 05/20/2025

  Thank you for your message. While we understand your concerns, the radio issue has been identified as a manufacturer defect, not a result of our service. There is no indication that our teams work caused the problem.
  As a gesture of goodwill, Hendrick Automotive Group is offering $500 toward the repair. If you do not wish to accept this offer and would prefer to pursue legal action, that is entirely your right.
  Since this is a manufacturer-related issue, you are welcome to escalate your complaint directly to Stellantis by filing a claim through their customer care team.
   
  Sincerely,

  Customer Answer

  Date: 05/23/2025

  For clarity, there is a visible defect above the area of delamination that clearly suggests forceful disassembly. Multiple mechanics I consulted while obtaining repair estimates confirmed that the damage is consistent with stress caused by flexure forcenot due to wear, neglect, or any manufacturer defect.

  
  

  Additionally, for the record, I was never shown around the dealership or presented with examples of other vehicles with infotainment systems in similar condition, as was dishonestly conveyed by your representative to Sunbit.

  
  

  That said, we are willing to accept the proposed resolution once we receive confirmation that the $500 repair adjustment has been applied to the Sunbit loan.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transmission was over heating, I brought It In for repair. It had a tow pump installed for towing behind my RV for projects I go on and use my Rv for Lodging. I got no phone calls. I called several times to get the status and finally was told that my truck was ready. When I arrived to pick it up they handed me my transmission pan. (complete with a fitting for the pump) and said that It had a hole In It) they also replaced all the hoses and a condenser (Condenser was the problem) and threw away the hoses for my pump kit that had an inline valve included for pump operation. (This kit is no longer available on the market). The service manager ******* assured they would make it right and offered a drive shaft that disconnects (third party company) Cost around 2K. The pump kit installed cost around 3K. I even offered to purchase a 2023 Suburban and let them add the accesories to be able to tow again and never got a call back. havnt heard from ******* either.This Is bad practice not to call the owner on something like this. I should have received a call when they realized it had been modified and ask questions before dismanteling everything.

  

  Business Response

  Date: 05/07/2025

  Initially we decided when he was back in town I would put a disconnect for the drive shaft, that was on august 9th 2024 and his text back to me was "i will be in touch with you for the work to be done" the cost of that is around ***** dollars. he texted me on 4/13 wanting me to write him a check for ***** dollars that he was out of town and just wanted me to mail him a check. i remined him that i had tried to solve this in august that i was just waiting for him to let me know when he was available. he is now wanting me to settle with him in just the cost of the drive shaft. So I can get that check cut to him. We will send him a check for $1,839.99
  
  

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date: 12/27/2024 Purchase of a new 2025 Chevrolet Silverado 2500 Vin# Ending in ****** During the negotiation phase, the dealership offered 7 oil changes towards the deal as part of the overall package. Upon going to their Dealership in ****** ** on4/19/2025 , i was told there was not oil changes available. When calling the dealership, i was told since i was in *******, i could not receive the oil changes. We have a business in ******* and in ******* 20 minutes from their location. I was told three times after calling that I would receive a resolution and a call back. These calls happened between 4/20-5/1/2025.

  

  Business Response

  Date: 05/05/2025

  We have spoken with the customer and we will be adding the Oil Change Program. Hopefully this will help with the customer removing the negative review regarding this issue. 

  

  Business Response

  Date: 05/05/2025

  We have spoken with the customer and we will be adding the Oil Change Program. Hopefully this will help with the customer removing the negative review regarding this issue. 

• Initial Complaint

  Date:05/04/2025

  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.

  I ended an extended warranty and oil change program when I sold my car to the dealership. I am owed $2,900 for two months with no help or answers from the dealership. I want my refund.

  

  Business Response

  Date: 05/06/2025

  We have reached out to the customer 1 time on Sunday and once yesterday. We will attempt to reach him again, we need his signature on the cancellation forms to process.

  Customer Answer

  Date: 05/29/2025

   
  I am rejecting this response because:

   

    How do I reopen this case as the business has never taken care of my issue at this time? 

   

  *** Esposito 

   

  
  

  

  Business Response

  Date: 05/30/2025

  The dealership spoke with the customer and provided proof that the cancellations were refunded and sent to *************** on March 15th.
  The dealership sent him the same PDF attached, so he can follow up with *************** to determine whether they are returning the check for reissuance or refunding him directly. The customer was also advised to contact the dealership directly with any future concerns.

• Initial Complaint

  Date:05/04/2025

  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.

  Used car purchased on 08/10/2024 with extended warranties. and canceled extended warranties on 09/18/2024. (agreement number QCSRJ821791 $396.95, HAGTW227836 $1400 and HUPRTJ257711 $829.80)they said it will take to get the refunds about 3 to 4 weeks. but it's over 7 months and no refunds yet. I tried contact them, with visit the place, email, phone, but keep said 3 to 4 weeks. or no answers.

  

  Business Response

  Date: 05/08/2025

  Finance managers mentioned that there was a form missing which was uploaded into the system yesterday to complete the cancellation process. We also made sure to submit a request to have this transaction expedited. We apologize for the delay. 

• Initial Complaint

  Date:05/02/2025

  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 2023 certified pre-owned ***** Accord from Gwinnett Place ***** on 4/22/2025. Within three days, I needed to jump start the vehicle. The dealer replaced the negative terminal on the battery on 4/25/2025 and claimed the issue was resolved. Within a few days (on 5/1/2025), I needed to jump start the car again. The next day (5/2/2025), the car would not start initially. Then it started with numerous messages (screenshots attached) on the dashboard. I would not recommend this dealership or the ***** brand to anyone.

  

  Business Response

  Date: 05/06/2025

  The customer dropped off the vehicle yesterday and we have put her in a loaner vehicle. We will do what is necessary to resolve this issue. 

• Initial Complaint

  Date:05/01/2025

  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.

  We bought a truck from a dealership in ****,**. Everything was done via phone. We told them our payoff for our trade is was $29k, all the paperwork we saw with estimates had $29k, they gave us positive $10,900 equity with meant the total trade is $39,900. The finance manager called us after running the credit and told us with all the updated information our payment was $684, we gave them the go ahead and move forward with the deal (4/26). Apparently yesterday (4/30) they caught they reentered the payoff amount to $21k, still with the $10,900 which now the total trade is $31,900 (which would still payoff my car)They are telling us we owe them almost $8k to keep our payment OR we can void the contract OR they will pay only $21K for my car and leave me with the ********** addition to all of the above, the car was hit on Monday 4/28 and if we return the truck they want us to repair the car first.

  

  Business Response

  Date: 05/02/2025

  The customer knew we had made a clerical error on the contract for the incorrect payoff balance. We reached out to the customer as soon as we knew there was a mistake. They need to either re-contract or return the vehicle fixed. 
  
  
  At this point and junction, we have not processed contracts or DMV work. 
  
  
  We've spoken to the customer extensively trying to come to a resolution. 

  Customer Answer

  Date: 05/05/2025

   
  I am rejecting this response because:
  
  I do not accept the businesss response. The experience we endured was highly distressing and completely unprofessional. The General Manager escalated the situation unnecessarily by involving the police and attempting to file a false report accusing us of stealing the vehicle. This resulted in the police contacting us for a statement, after which the case was quickly closed. The emotional and mental distress caused by this incident was unwarranted and deeply upsetting.
  If the General Manager had genuinely been interested in finding a fair and reasonable resolution, we would have welcomed that opportunity. Unfortunately, none of the proposals offered by them were fair or satisfactory. It was only after we escalated the matter and spoke directly with the Executive General Manager that we were able to come to a mutual and reasonable resolution.
  This situation could have been handled more professionally and respectfully from the start. 
  

  

  Business Response

  Date: 05/05/2025

  We have worked out a resolution with the customer. We appreciate her patience

  Customer Answer

  Date: 05/05/2025

   
  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:04/30/2025

  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.

  Complaint Type: **************** Issue / Misrepresentation of Product Product/Service: 2025 ********************* Coating Package Purchase Date: April 26, 2025 Business Name: Hendrick ****** Merriam Business Location: *******, ** Salesperson: ****** ****** Please see the attached document outlining the issue concerning the ceramic coating sold on the vehicle (it has not been applied as of yet).

  

  Business Response

  Date: 05/02/2025

  The dealership has made multiple attempts to contact the customer to invite her back to the store so they can work toward a resolution. At this time, they have not received a response.
  
  Their outreach efforts have included both an email and a text message, and they plan to follow up with a phone call later today. They remain hopeful that the customer will respond and give them the opportunity to address and resolve the issue in person.
  
  

  Customer Answer

  Date: 05/02/2025

   
  I am rejecting this response because:
  I am unsure what is meant by contacting me several times. I have received one phone call at 12:38 pm today (5/2/2025) and one text at 12:43 pm today (5/2/2025). I have not received an email about the matter. I work full-time and plan to call them later today once I can. In the meantime, I ask that this not be closed.

  

  Business Response

  Date: 05/05/2025

  The dealership has an an appointment with ***** at 10:00 AM on Friday morning at the dealership.

  Customer Answer

  Date: 05/05/2025

   
  I am rejecting this response because:

  I request this be kept open until after the meeting on this Friday. Due to my work schedule, the first day I can go into the dealership is this Friday. I had also offered to discuss by phone with the dealership before that date, but they preferred I come in so please leave this open until that has taken place. Thank you.

  
  

  

  Business Response

  Date: 05/06/2025

  At Hendrick, we take great pride in providing excellent customer service and maintaining one of the quickest resolution times in our industry. While we understand your request to keep this complaint open until your meeting on Friday, we respectfully ask that it be closed at this time, as keeping it open negatively impacts our resolution metrics.

  That said, we are more than willing to reopen the complaint should the issue remain unresolved following your meeting. Please dont hesitate to contact our corporate office directly for any further assistance. You can reach Hendrick *********** at ************** and ask for either ****** or Chadwere happy to help.
  

  Thank you for your understanding.

  Sincerely,

• Initial Complaint

  Date:04/29/2025

  Type:Order 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 daughter car was totaled on March-11. I reached out to you all about having the warranties refunded. Spoke to ******* ******** she was very helpful sent me the paper work to send in to my gap and to get the refund to *****. I sent paper work back didnt hear anything I ended up calling and staying on phone till she said she had it. A check was issued to ***** April 16th. ***** has had the check but can not cash because they paper work for what its for wasnt sent. ***** has reached out for 10 days no answer back from you all. Called, emailed, and now sent a letter. I reached out and drove to dealer yesterday was told she sent auto guard a message but got no answer. Today I emailed ******* ******** again heard nothing back. I have been having to make payments on the car still when car would be paid off if you all would fix the issue and send in then paper work ***** needs.

  

  Business Response

  Date: 05/02/2025

  We apologize for any delays, but much of the timing on this matter was dependent on receiving information and direction from **************. We responded to all correspondence in a timely manner throughout the process.
  The Customer has been informed that everything has now been resolved. While its unfortunate that he felt the need to contact the BBB, much of the delay was simply due to factors beyond our control.
  

  Customer Answer

  Date: 05/02/2025

   
  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.
  
  Thank you.