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.

close

Find a Location

Hendrick Automotive Group has 115 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hendrick Automotive Group

  6000 Monroe Rd Charlotte, NC 28212-6119

  
• 

  Dale Earnhardt Jr. Chevrolet

  3127 W Tennessee St Tallahassee, FL 32304

  
• 

  Dale Earnhardt Jr. Buick GMC Cadillac

  1850 Capital Cir NE Tallahassee, FL 32308

  
• 

  Rick Hendrick Toyota Sandy Springs

  6475 Roswell Rd NE Atlanta, GA 30328

  
• 

  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:11/21/2022

  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 came to this dealership today to order my GLE 350. My salesperson was ****** *****. The pricing that was originally given to me stated the amount would be ******. Once I received the order form to sign off on the build it was $4,000 more. I then asked what could be done about the extra amount. ****** brought in the sales manager *************************. **** was being very passive aggressive and defensive for no reason with everything he was stating. I never raised my voice or was disrespectful to him. **** also gave false information stating that the charges were required for window tinting. He stated all 2023 models have to have this charge and tinting. The corporate office stated this wasnt required at all. I advised him that he was being disrespectful and asked him to leave and I will continue the sale with ******. I had to ask him more than once to leave. I finished the sale with ******, paid my deposit of $5000, and left. On my way home I called the corporate office to report how disrespectful **** was so that it could go to the proper level of management. After the report was completed the rep stated ***** (the *** would contact me. I received a call at 4:24 pm not from *****, but from ****. **** stated because I had the corporate office contact them about his behavior he canceled my order out of retaliation. **** was never supposed to contact me nor did I do the sale with **** for him to do that. **** kept over talking me and hung up on me as well. **** should never work for any dealership with the behavior he displayed. I was disrespected, retaliated against, and lied to. He owes ****** and I an apology for messing up the sale, being disrespectful, and retaliating against a customer. I am also looking into legal counsel about being retaliated against.

  

  Business Response

  Date: 11/28/2022

  We brought her back in again yesterday to finalize the order. ****** (salesperson) asked me to come out to speak to the guest because she had questions as far as the *** with taxes, fees, etc. At this time, she expressed her frustration that the *** figures were thousands higher than she was led to believe. What she thought was the *** number, was just the **** of the car on the build sheet that we had been working with her on. At no point, did we ever lead her to believe that the build sheet/**** figure was her total balance due to purchase the vehicle. She felt we were misleading and not being truthful and upfront with her on pricing and figures. I expressed my apologies and said that we truly want to be VERY transparent in the ordering process especially because we are dealing with something that is 3-4 months out, so THAT is the reason that we wanted her to come back in to place her order in person so we could make sure everyone was on the same page and knew the final total and balance figures. We fully explained that the added costs were the destination fee (from MB), the door edge guards, nitrogen and window tint (which are non-negotiable charges in our store- and explained this to customer), doc fee, taxes, etc. She continued to have issues with me and us at this point, continued to say we were misleading her, etc so at that point I made the statement to the customer that Unfortunately it sounds like we might not be able to meet your expectations on ordering a vehicle with us, so maybe it is best that she tries to order a vehicle from a different dealership. The cordial statement made her even more upset and started to say that we were discriminating against her, etc. I assured her that was DEFINITELY not the case, and that we wanted her to be 100% satisfied with her order and experience with us, and repeated my previous statement that at this point it seems like we arent going to be able to meet her expectations, etc. but she still insisted on ordering a vehicle from us, regardless. SO I said, ***************** will take your deposit and we look forward to seeing you back in 3-4 months when your vehicle arrives, and I walked away. ****** got all the rest of the signatures, and deposit, etc at that time.

   

  She received a small business/Bank of America incentive sheet from her bank, which CURRENTLY shows a $3,000 rebate for her purchase. We explained that this would certainly be valid as long as she purchases the vehicle in her business name, but it sounds unsure if she is able to do that through her own bank. Also, we informed her that we will certainly honor this rebate/incentive as long as it is still valid at the time her vehicle arrives in 3-4 months. We assume nothing will change, as they have been in place for quite some time, but AGAIN we try to be fully transparent especially when ordering a vehicle that is 3-4 months out and we cannot guarantee that those programs will still be in place at that time. She did not like this answer, had issues with this as well and did not understand how we could not guarantee this discount. We tried to fully explain how the programs change month-to-month and with her order coming in next YEAR, it could possibly change and we did not want to mislead her regarding the incentives, etc.

   

  About an hour after she left, we received phone calls from her and another party asking to file complaints about her experience and discrimination that supposedly occurred here at our store, and with me, specifically. I took it upon myself to call the customer back at that point, and reiterated my previous statement that it seems that we are not going to be able to meet her expectations of doing business with us, and that I had already refunded her $5,000 deposit on her order, and that I wish her luck in the future and finding another store to order her vehicle from. She started arguing with me, and yelling, and at that point I knew nothing was going to resolve her experience or make her happy, so we ended the call.

   

   

  Customer Answer

  Date: 11/29/2022

  My issue again was never with ******. My issue was that you (****) was being passive aggressive with everything you were saying. I stated that with the pricing I was provided it wouldve been great to know the other fees prior to coming in to sign off & pay deposit. You kept cutting me off every time I spoke and never once apologized for how you were speaking to me. That is why I called corporate. Because of YOUR actions. I asked ****** in front of you Did I ever state you all werent meeting my expectations? He responded NO. I then asked ****** Did I ever say I didnt want the car? He stated no. I stated you(****)was making the situation far more worse than what it was. I asked you to leave more than once to complete the sale with ****** because you kept trying to go back and forth with me. Again, this is why I contacted corporate to report your behavior. I didnt request them to call, the rep I was speaking with took it upon herself and her judgement to call to try to get in contact with the *** When she came back on the line with me she stated the GMs name was ***** & he would be contacting me personally.She assured me that Ill be speaking with ***** about his behavior.**** then contacted me almost immediately after I got off the line stating due to me calling corporate he in retaliation canceled my order. I responded with saying I didnt ask you to do that. I also stated it wasnt discriminatory, I reported his disrespectful behavior. I reiterated the issue wasnt with ****** and thats why I proceeded with doing the sale. **** kept over talking me and hung up on me when he called. **** isnt being truthful with his statements especially stating I was yelling and arguing when he called me after I reported him to corporate. I recorded the entire conversation which will prove it. You were mad that I asked you to leave so that I could proceed with ****** and you were mad that I reported your behavior to corporate. Those reasons made him retaliate against me.
  

• Initial Complaint

  Date:11/16/2022

  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.

  IN mid October i recieved a call from ********************* at **** Hendrick ****** of **************. Iknew him ,as children we grew up togather in the same neighborhood, and he ask me if i wanted to trade my car. I told him not right now but why are you call to ask me that. he said my car had become a little valuable because it will no longer be made and so to some people collect cars and they have a customer who is interesred..***** said come on over and lets talk. so i decide i would. we talked t i tried a car out and at one point i was outsde with someone i assumed was a manager because he was always talking to ***** and pulling him away for private talk.but he told me not only did my car have value it also hafsequity. SO i asked him about the fact that my car been repaired from a small dent but i had hit a deer and would that not cause the value to depreciaete.and as GOD as wittness we will look out for you, needless to say they did not. and they kept throwing paper in front of me every time they were different i assume to confuse me and at one point ***** picked up a brochure about a low-**** and talked about it and i told him i did not want that and he said i see if they can remove it that he did not think so well the next set of paper had the low **** on it and the price was **** and change. i told ***** two times to jjusy give me my keys to thr avalon and he never did. now at this point being 71 years old i did not know what i could do so we went ahead with sale and once again i said i do not want the low****. ans because i was so nervious i could not think of my emails and password. so i was told by ***** he would call and help me set it up, annd he did but it was a bad time for me and he called back and said i am coming to my sister soon9 who is my neighbor) ill come by and help you never heared any more. so i have call the dealership several time and talked ***** and he has been wonderful trying to get help none of them ever call me .refund

  

  Business Response

  Date: 11/21/2022

  We understand how she is frustrated, and we have tried numerous times to get the LoJack unit setup but it kept giving us problems.
  I just spoke to her myself, apologized, and we are refunding the amount she paid for it (which the final actual price was only $495 since we had discounted it at time of sale)

  Customer Answer

  Date: 11/25/2022

   
  I am rejecting this response because:the original price was $1495*00 and they are wanting tp pay me $495*00    the price said it cost was $1495*00* and on the paper work there is nothing stating they gave me a $1000*off theLO  jack ************  but when we were going back and forth trying to agree on dollar amounts for the car they were giving me different prices and moving number around and things were lower and then higher ,but i was never told it was a descount off the  LOjack and it does not show on the paper work anywhere that they were discounting the jLO jack * ***** before several times i do not want the ************** I EVEN ASKED FOR MY KEYS TO LEAVE>
  
  

  

  Business Response

  Date: 12/05/2022

  We will refund the $1495 to the customer. 

• Initial Complaint

  Date:11/16/2022

  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 took my truck to ************************************************'s **************** on 24 August 2022 at ****am in order to get repairs done. I was told by *********************** that there could be delays in getting parts for my vehicle in which I understood that and asked to just be informed. I started getting text messages about updates on my vehicle which gave me a link to see the status of the vehicle and the estimated completion date which stated 30 September 2022. I received these messages on August 24, August 26, September 5, September 12, September 13, September 21 and November 4, 2022. On 12 September the message stated my vehicle was halfway done and 21 September the messages stated the vehicle was nearing completion; mind you I never received a phone call from the shop the entire time. On 23 September 2022 I called the shop to ask if the vehicle was still on track to be done per the link and was told that one of the major parts had not come in and they didn't have a date of when it was going to be in, and the front desk lady put me on hold to talk to the parts manager and found out the part was estimated to be in about 3 weeks. I never received a phone call, text, or email stating that this part was delayed. I asked about a loaner vehicle seeing how my insurance was running out on my rental vehicle and was told that there was a long list of names already. So, I waited and during the 3 weeks I was waiting I never got a call about being able to get into a loaner and when I called again to ask about the status of my vehicle and about the loaner, I had to leave voice mails that never got returned so I had to pay $4,179.21 out of pocket for my rental. I made multiple calls that were never answered or returned. I have enclosed a PDF document for my full complaint because I did not have enough room in this box.

  

  Business Response

  Date: 11/21/2022

  ******************** was informed of parts delays and expiration of rental the date the vehicle was dropped off on 08/24/2022. I have attached our signed direction to pay that clearly states in section 10:
  :10. acknowledge that Vehicle repairs may be delayed due to force majeure, unavailability of materials, goods
  or services or delays by third parties such as insurers, and agree that if my rental coverage expires before the
  Vehicle repairs are complete, any rental vehicle expenses are not the responsibility of **************** and the
  **************** does not provide a loaner vehicle during the Vehicle repair process all of which I agree the
  **************** shall not be liable;
  It seems as the communication of text messaging did stop 9/21 as the customer states. The customer was then informed by phone(which he did call in) that the critical parts were on backorder after that date 9/23. The original projected completion date was 9/30. The text update system was not updated at that time due to lack of information on the parts availability.
  
  The total repair hours on the estimate were 102 hours. By industry standard, 102/5hours per day = 21 repair days
  The back ordered uniside that was originally ordered on **** (day after it arrived) did not arrive until 10-14-22
  On this type of repair, we do not start repairs because we do not want the exposed metal open to the elements.
  21 business days from the date of the backordered uniside (10-14-22) would put the projected delivery date at 11-14-22
  Customer picked up the vehicle on ******* which is 11 calendar days earlier than the projected date would have been.
  
  If there are repair concerns with the vehicle, we will gladly stand behind our workmanship.

  Customer Answer

  Date: 11/21/2022

   
  I am rejecting this response because: The company's failure in communication and the failure to add me on to a loaner list when asked to be placed; caused unreasonable extended cost towards a rental vehicle during the repairs. Better communication on the process of either the parts or repairs from the company could have avoided extra cost on the customer. If the ********************** cannot or will not offer some type of compensation for their lack of communication during this process, then I will make it known to never let this company work on someone's vehicle because they are not a reproable company. As to the repairs I will have another business or myself make those corrections as I'm sure I will be responsible to find my own transportation during the repairs which means either way I will be paying out of pocket for corrections this company has made.
  
  

  

  Business Response

  Date: 11/23/2022

  As far as the rental is concerned, as stated, we dont owe the customer anything. Loaners are only provided if available and there is an attributed cost to these just as a rental.
  Also, we informed the customer before dropping it off that the uniside was on back order but the customer insisted on dropping it off.

  There is nothing further that the dealership nor Hendrick Automotive Group is willing to do regarding this issue.

• Initial Complaint

  Date:11/14/2022

  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.

  Purchased brand new vehicle on October 12 2022, cut the dealership a check for $30,000 and brought back the truck 6-hours later for a noise issue requiring warranty repair. Left the vehicle overnight expecting a phone call the next morning and did not get an update until 48-hours later when I called them. The service advisor wrote down the issue incorrectly the first time so the problem was never addressed. brought it back a second time and left it for one week, tech performed the SAME repair. Picked it up, issue was not fixed. Brought it back a third time and left it for two-weeks and was informed the issue is still present. I was given a loaner truck for work which had a check engine light on and went into limp mode 400 miles away in another state. The dealer coordinated another truck to be driven to me and it wreaked like cigarettes' from the driver. Communication from the service advisor has been sub par since the beginning. The ** assured me they would get the issue resolved but I am not able to get ahold of him. It has been over a month now with the same issue on a brand new vehicle that I have already given $30k towards and have a $650 payment coming out on 11/20/2022 on a vehicle I have not had in my possession for more than 5-days. I want a guarantee the vehicle will be fixed, or that the vehicle will be replaced with an identical vehicle and to have all my warranty/coverage adjusted to the date the new vehicle is delivered and to have my payments postponed until I have the new vehicle or until my current truck is successfully repaired. I reached out to their corporate office and left a voicemail with their complaint department and am waiting on a response.

  Customer Answer

  Date: 11/14/2022

  Hendrick Chrysler ******************************
  

  219 ********** 

  **********, ** 28403 

  GM: ********************;

  Service Advisor: **********;
  

  POC: ************

  

  Business Response

  Date: 11/15/2022

  I put him in another loaner and explained the process going forward. We have identified the complaint but been unable to find a resolution yet but have Stellantis involved. *** ordered him a new truck today in case we have to go the buyback route but hopefully we will be able to find the issue and get him back in his truck. Currently plan is to have glass company replace seals and windshield to see if that is where noise is coming from then follow up with **************. We appreciate your help as always and hope this one is good for now.
  
  *********************
  General Manager
  Hendrick CDJRF of **********
  ************

  Customer Answer

  Date: 11/16/2022

   
  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. They have in fact out me in a loaner truck while repairs are continued on my vehicle. I was also explained how the Lemon Law process works. I believe that between myself and the General Manager, *********************, we have a plan moving forward that honors the initial promise/guarantee that Hendrick Automotive provided at the beginning. 
  
  Thank you. 
  

• Initial Complaint

  Date:11/11/2022

  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 practically a lemon from *** SKC. The car had problems we caught during the test drive and my sales rep had some repairs done. This was in May. Now once I got the car out the shop I noticed it needed additional repairs I suggested a motor mount. *********************** refused to see me back in June when i arriced he droce my xar around in circles and said all is fine and told me I had a warranty and not to worry. To make a long story short and a short story ************************* was able to get me in 10.29.22 and before I even went to the lounge he kept me at thr counter verifying my warranty coverage before touching the car. He proceeded to go to my car start it adjust the gears and right then and there we discovered a whole other issue. After about an hour he told me he is going to out me in a loaner and need it is a mount needing replaced but his tech can't continue to diagnose until that repair is done. I literally was in the phone with warranty the gentleman said it's covered ***** said its covered. 10.31.22 I got an quote for ******* and per a phone call I'm only responsible for 382. Plus 150 deductible. This was on a call. Make a long story short I dropped my car off saying I need it looked at and after the findings I only authorized the check engine light and ***** to be replaced out of my pocket. I NEVER authorized work not covered under warranty. ****. Is the bill I can't pay it. Simple. I'm attaching the estimate. Notice the language Pending in the quote. This is specific to the work he need my approval for since it was my only out of pocket costs. I need this fixed

  

  Business Response

  Date: 11/11/2022

  The total invoice the client was sent is not what she owes.  The vehicle has repairs being covered by ******************.
  All the client owes is $532 which will be indicated on the final invoice.
  With all 3rd party warranty companies we bill all jobs under customer pay (because the car is out of factory warranty) and will break down what the customer owes and what is being picked up by the 3rd party warranty company.   
  
  Thank you,
   
  *******************
  Service Manager
  Hendrick ************************
  ************
  ********************************************************
  
   

• Initial Complaint

  Date:11/04/2022

  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.

  Looking for a resolution when it comes to my wife's 2019 ***** CRV, we bought the vehicle back in April 2022. On Oct 12,2022 Driver door drop a inch, made it very difficult to shut & started to scratch the paint due to the door rubbing at the bottom of the door. We called the ***** dealership of **********, **************, they scheduled an appointment for Oct. 17th @ 7:30 AM. They stated they looked at the car and there was nothing they can due because it was body work. Then they took it a body shop that they use, & all the conversations from there forward was stating that we wreaked the vehicle & that we needed to file a claim with our car insurance, when we denied that there was no accident that accord, *************************** stated that we were lying cause the body shop told them that the car had been in an accident, which it has not since it has been in our possession. We contacted our car insurance agency and informed them of what was going on, our agent ************************* called to speak to *************************** to see what they will says about the car to ************************* said the same thing to the agent, the agent stated that we could not file a claim when no accident has accord & that she could lose her ************ could go to jail for fraud, that is when the conversations ended & the general manager, *****, started to carry on all future conversations. He wanted to still act as if we were lying & took our vehicle to a different body shop than the first time & that gentlemen did work on the door but no information has been giving to us on what was done & still refuses after many request an invoice of what was done to the vehicle. Also refuses to give any information on the work that was done on the vehicle ***** to us purchasing it when we brought up the Car Fax which stated that there was minor damage to the whole driver side. We would like all information about our vehicle in detail, the whole process has been an inconvenience to us & complete disrespect to a customer.

  Customer Answer

  Date: 11/04/2022

  ******************* Hendrick *******************************

  Hope this is what You were asking for let me kno if not

  

  Business Response

  Date: 11/08/2022

  Customer brought their CRV in for us to address the driver door not closing properly. After assessing how far the door had dropped and the effort it took to close the door, we decided to send the vehicle to Quality Collision for them to assess the issue with the door. Their opinion was that the door had been flexed (hyperextended) causing it to drop down. Their estimate for repair was quite expensive and the customer felt like it should be covered under their warranty. We explained to the customer that body repairs were not covered under their warranty and that the door had been flexed by something (wind) or somebody. We never made any implications that the customer had wrecked the vehicle. We simply said that either the wind may have caught the door and blown it back or that somebody may have vandalized the door. I spoke with ************** and told him that I would take the vehicle to a different body shop that we use for most of our used car repairs to get their estimate for repair. We took the vehicle to *********************** at Mobile Magic the next morning and he was able to re-adjust the door back to where it was working properly. I informed the customer of what *********************** was able to do with the door and invited them back to the store to inspect his work and pick up the **** I met with *************** upon her arrival and we discussed the repair and what may have happened to cause the door to drop in the first place. Again, I never implied to her that we thought they wrecked the **** She shared with me how meticulous she is about taking care of her vehicles and retaining all service records. They did ask for an invoice of what *********************** had done to re-adjust the door and I reached out to *********************** to request the invoice. ***** shared with me that he never created an invoice because he performed the work at no charge to us or the customer. He did subsequently email me a brief description of the work he performed which I have.  
  

  Customer Answer

  Date: 11/08/2022

   
  I am rejecting this response because: we want the information they state that they have but they still have not reached out in any way to give the information to us. Also they stated that they didn't say we wreaked it but our insurance agents are more than happy to state that they did say that to us and to them on the phone. Again as stated before we would like the information that we have stated we want.
  
  

  

  Business Response

  Date: 11/09/2022

  Regarding the service records for any work we performed prior to selling the vehicle to them, we print copies of our service repair orders and the Carfax report and file them in an evidence manual to show the customer during the purchase process. If the customer purchases the vehicle, we give them the evidence manual with the service repair orders and Carfax report inside. My last conversation with the customer was that the door had started to drop again and they took it to someone they know to get a second opinion. We scheduled an appointment for them to come back out to the store so that we could drive the car back over to ***********************. I wanted ***** to look at the door again and call the customers friend to discuss what they thought was needed to repair the door permanently. My plan was to give the customer a copy of the email from *********************** stating the adjustments he had made to the door. I would be more than happy to discuss this further with Mr. and *************** to try and resolve the issue.

  Customer Answer

  Date: 11/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, this will be fine but we have already tried this before and when we went to ********** to meet we were informed ************* was not there & no one has reached out to reschedule a meeting or return phones calls. We would like the information & some one to reach out to us for a time & day..  ************. **************************  contact me anytime
  

• Initial Complaint

  Date:11/03/2022

  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 November 16, 2021 I went to Hendrick ***** in *************, ** to shop for a car. I initially went with a preapproval from a bank. The finance manager stated that he could get me a better deal with another bank without telling me the info once he ran the preapproval from the offer I had. He stated that he could get me a better deal not knowing the better deal was going to come with him requesting $1000 for a down payment. The Finance manager told me that I wouldnt be able to leave with a car without putting down a down payment of $1000. I contacted my finance company and received notice that the $1000 did not go towards my loan. I have the document to show. The finance manager used false advertisement of a down payment. Please see attached.

  

  Business Response

  Date: 11/03/2022

  Ive check the deal signed by customer and the down payment is showing in the deal and also the bank informed her that the down payment was used to negotiation of the deal. The $1,000.00 down was used to lower the balance (amount financed). By listening to call prior to her arriving she stated that she had a pre-approval thru *********** (only pre-approval). I cannot go back that far in dealer track to see what the ****** call was once the deal was called in with the actual car with the book out and mileage. If the deal was called in and a $1,000.00 was used as down payment (which it was) to get a rate then yes to use that approval we would let the car leave the lot with the down payment being collected. Rate used was ****% *************** for 75 months with $1,000.00 down.
  
  Thank You,
  
  *********************
  General Manager
  Hendrick ***** *************
  ************************************************************
  Cell # ************

  Customer Answer

  Date: 11/03/2022

   
  I am rejecting this response because:
  that wasnt the information disclosed to me. The $1000 was suppose to go towards my loan not towards negotiation. If I had went through with *********** I wouldnt have had to give a down payment. The finance manager knew that so he used predatory practices to convince me that a down payment was required. 

  

  Business Response

  Date: 11/04/2022

   The money was disclosed to the customer and the customer also signed the purchase order and contract with a $1,000.00 down. I quote the banks response, all money was and is accounted for as a down payment.

  *********************
  General Manager
  Hendrick ***** *************
  ************************************************************
  Cell # ************

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a vehicle on August 26, 2022. Were told they would be providing a second key to the vehicle, and that the tags for the vehicle would be provided through Beacon, their preferred tag service, and the tags would be sent to us as soon as they were finished. On October 5, 2022 I was emailed saying the second key was ready and would be mailed to me the following day. After multiple unanswered emails and voicemails, I still have not received the key or any explanation. My 30 day temporary tag expired September 24, 2022 we contacted them on September 29, 2022, we were told the tags were expected to be there that week and they would be overnighted to us. I reached out on October 14, 2022 asking when I could expect the tags, I was told they were still waiting for the title. I reached out two other times asking if they would send the tags ahead of the title, as now my tag is expired by a month and is out of compliance with state law, and have had no response. I reached out to the general manager on October 20, 2022 asking for any information he could provide me, I have had no response.

  Customer Answer

  Date: 10/27/2022

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

  1200 **********, ***********, ** 64114

  

  Business Response

  Date: 11/04/2022

  We spoke with ************. Let him know that his plates arrived at the accounting office today and he will have them by Monday at the latest. Should all be handled once that is finalized.
  
  
  

• Initial Complaint

  Date:10/24/2022

  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.

  August 18th of this year, the compressor of my car was replaced at Mckinney ***** with one provided by AUL warranty company. I was informed at that time it was under warranty but it may not work. October 12th, I returned the vehicle for the same issue but was told the damage was more extensive because the part failed and the warranty company was going to pay for part of the repairs but not the entire repair.AUL, the warranty company blames Mckinney ***** stating that they left debris when repairing the part. Mckinney ***** does business with a company that provides parts that are installed but they don't seem to have faith in what's provided.

  

  Business Response

  Date: 10/25/2022

  First visit with us was on 8/16. The A/C clutch assembly failed causing the a/c to not work. AUL provided the compressor assembly which included the a/c clutch. There was not any concern with the rest of the a/c system at the time because there was not any debris found and there were not any other problems found in the lines or components and once the supplied a/c compressor assembly was installed, the system was performing correctly.
  AUL is not a company that we endorse or promote, their information was provided by the customer.
  AUL would not allow us to use our factory parts, they supplied us with the compressor assembly. I do not know where it was sourced. The only thing we billed on the ** for the a/c repair was R134 refrigerant. We do not have any ability to QC or warranty any parts that are provided by an aftermarket warranty company.
  This visit the we found the compressor has internal damage and failed causing debris to contaminate the system requiring further repairs. There was no debris in the system when we did the original repair because the compressor did not have a problem at the original repair, the clutch assembly did. The clutch assembly is external to the compressor.
  We have no control or say over what AUL approves or doesnt approve. We recommend what the tech determines is needed but they make the decision on what they want to do.
  We have informed **************** that the system is contaminated and that further damage may result if it is not taken care of prior to compressor replacement. AUL will only authorize a compressor to be replaced and will not cover the other items.
  **************** has been in a complimentary loaner since 10/12.
  
  Best Regards,   
  
  ***********************
  Service Director
  Honda Cars of McKinney
  Main: ************
  Direct: ************
  
   

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18299239
  
  I am rejecting this response because:Mckinney ***** accepted and installed the compressor that ****** said caused the problem with the ac. They guaranteed it for a year even though it didnt last. They could have refused it and insisted that the warranty company provide a factory part or refused to complete the work initially. 
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 10/31/2022

  We can replace the compressor that they are willing to cover, but there is a chance that further problems will show up due to the contamination.  
  
  Both our Repair Order and our customer invoices state several different disclaimers related to warranties, including
  
  Any warranties by the manufacturer or the supplier of a good provided by the dealer are theirs, not Dealers
  
  At the time of original repair, there was no evidence of contamination of the system. The techs check the lines coming off the compressor for debris to make sure there arent any other problems.

• Initial Complaint

  Date:10/21/2022

  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.

  Had a Saturday appointment with service department. Car has not ran good since new spark plugs, water pump, timing belt, and brakes that they installed previously. I smelled oil burning for the longest after picking up my car and they said a pinched gasket slung oil everywhere. My car has been not up to par every since, so that's the only reason I took it back this past Saturday (10/15/2022) to have it looked at. I also asked for a alignment and tire rotation. ( first tire rotation with brand new tires that they did not install). Appointment time was for 12:15, which I left it with them at 11:45 , after turning them down for 2 new tires that they insisted I needed. A few minutes after 1:00 I recieved a call about the tire they wanted me to replace saying it had been cross threaded and I had 3 options. They could leave it alone, chisel it with possibly braking stud , or further damage to bearing( which he did not have in stock) costing around $ ******************** I could do nothing and drive w just four lugs holding tire on. I asked them to be careful but I needed to rotate that tire. I knew they closed at 5pm Saturday and kept waiting to hear back. I went on back up there and noticed my car parked outside at the shop doors which were all pulled down and closed for the day. ***** by my car and as I enter the service area where several employees were, I immediately was welcomed with " I was just calling you". Which does show up at 4:26 pm. I'm told of all this other stuff that was done and needed on my car....and how he had the mechanic drive it for a good while to make sure it was ok and not idling rough. The mechanic was one of the ones standing there and nodded. He was also very clean and like the rest of them anxious to get out of there. I payed and left. After looking over the bill when I got home, I'm pretty sure they got over on me charging me $390 labor for 1 stud and 1 lug that cost less than $5. Is that even legal?

  Customer Answer

  Date: 10/21/2022

  Hendrick Honda 

  4609 *************************** 

  ****** ** 29640

  Service ***** ***********************

  

  Business Response

  Date: 10/25/2022

  I explained everything to **** on the phone prior to even working on the vehicle.  She agreed to repair and agreed to the other maint. items.  **** our facility manager is the one who drove the car after the tech was finished per my request (I guess the reason he looked clean).  She is right I was calling her and she walked in the door.  Nothing performed on her car was in error or without her prior knowledge of the cost.  The repair needed to repair/replace the broken lug was intensive due to the fact he had to cut the old parts off the car and remove brakes/axle to access the abilities to install the new stud installed.
  
  I have been in contact with her directly even after the service when she left a 3 star review.

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18251481
  
  I am rejecting this response because: 
       I was quoted $600 for one repair of the tire , but they didn't have the parts in stock that day. I got multiple quotes from other dealerships after I got my car back;   which were nowhere close to $390 for labor that is done in less than a hour for stud and lug ....with all the professional tools at hand. Everything else is in reason as far as part/labor that was done that day, except the ridiculous labor of less than $5 parts. Was told he also had tech drive a good while.....so couldn't have been that hard of a job ......not that time consuming!!! 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/04/2022

  We are sorry that *************** doesn't agree with our labor cost or how we repaired the vehicle. There is nothing further that the Dealership or Hendrick Automotive Group is willing to do regarding this issue.