Complaints

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

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  Hendrick Automotive Group

  6000 Monroe Rd Charlotte, NC 28212-6119

  
• 

  Dale Earnhardt Jr. Chevrolet

  3127 W Tennessee St Tallahassee, FL 32304

  
• 

  Dale Earnhardt Jr. 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: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.

  I have a 2020 ****** Camry with only 28k on it that stalled out while driving (no check engine lights, NOTHING.) and had it towed to a certified shop close to home. After their diagnosis they determined it was an internal DEFECT that needed to be taken to the dealer for warranty because they found no logical explanation. They also stated they could still turn the motor BY HAND indicating it was not locked. I had it towed the SAME day to the dealer, next day ** told the motor is entirely seized with no explanation as to why or what caused it. Then they informed me there was oil all on my undercarriage yet my dipstick was overfilled.doesnt correlate. Not to mention the shop it was at prior stated neither of those things were existent while in their care. I also had an oil jug in my vehicle, (along with other auto parts/car paint since I run an auto parts store) and was informed they noticed the oil in my back seat was almost emptyIT WAS A BRAND NEW JUG UNOPENED. So now theyre trying to say BOTH of my warranties are voided due to the dipstick being overfilled (with fresh oil on it) refuse to acknowledge how oil magically disappeared from the jug of MY personal belongings they obviously went through, got all over my undercarriage, or WHAT actually caused my motor to seize after being towed nor any justifiable tests done to give an accurate diagnosis as to WHY it would have seized/what internally went wrong. Nope, just being told its a seized motor not under warranty due to overfilled oil that didnt exist while in my care nor a CERTIFIED shops care. Oh, and its also voided due to an aftermarket filter which means I guess they never heard of the ************************* Warranty Act. ZERO customer service or concern for the situation. Both men spoken to at the dealership were demeaning and when hit with mechanical facts of why it makes NO sense along with the shadiness of it all refused to acknowledge any of it, they never intended to honor EITHER warranty from the start.

  Customer Answer

  Date: 10/21/2022

  The dealership is ***************************** ******* *******************************************************************

  

  Business Response

  Date: 10/25/2022

      We were just observing what was found on this vehicle. This vehicle has not had an oil change at a ****** dealership since 10k miles. *** customer does her own oil changes or has someone do them for her. What we found was a film of oil under the vehicle similar to when a drain plug is left loose or an oil filter seal was bad. Neither one was seen to be an issue when we looked at the car. *** engine was overfilled with oil and had an aftermarket oil filter but thats not what we indicated as the failure. *** oil jug was not full or unopened. We have pictures. *** engine however does not turn with a breaker bar. Which indicates a locked engine. This customer has already contacted ****** corp. as well, we have presented our findings to them and they closed the case based on what we found as well as the vehicles lack of service history in the dealership. *** reason we cant give an explanation of why it is seized is because we would have to tear the engine apart to find the point of failure. *** customer hung up on me before we could get to the point where we would contact her extended warranty to see if they would cover it

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18290887
  
  I am rejecting this response because:

  You literally just stated that you have no idea what actually caused the motor to fail which indicates that you cannot place the blame onto the consumer. Not to mention ****** has not closed the claim, I am in contact with a Claims Manager as we speak and service records have been provided. I am not required to have my oil changed at ****** nor does an aftermarket filter void my warranty due to the  *************************** Warranty Act which indicates UNLESS you can diagnose that the aftermarket part caused the malfunction you cannot legally void my warranty and considering you have not found the actual cause of the motor seizing, you cannot make accusations as to what caused what you do not know is the actual issue! Plus I guarantee if you dropped the oil pan, youd find a piston, maybe a rod bearing anything which would potentially cause the oil level to RISE. Plus you all are still avoiding to acknowledge the fact that it was at a prior shop who stated there was NO oil on the undercarriage, the motor was NOT seized, the oil dipstick was NOT overfilled and then it was towed STRAIGHT TO YOU. Lets not also acknowledge the recalls on 2019-2020 Camrys with defective motors which would indicate there is a HIGH possibly a defective part was installed during ending assembly. You were hung up on because you fail to acknowledge facts and want to spew incorrect information regarding the state of my vehicle and why BOTH warranties are being voided. You have NO actual diagnosis nor actual idea of what is wrong with the vehicle and instead choose to throw any possible claim to deny it and not honor your warranties NOR prove that ****** stands behind their motors being quality which they CLEARLY are not. 

  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/01/2022

  The warranty is not VOID nor did I indicate that you had to get the oil changed at a ****** dealer. Your vehicle is not one of the Camrys that have the issue with the engine. It was the first thing we checked. The vin number was ran in ******s information system to be sure. Feel free to have the claims manager at ****** call me directly to answer any questions they may have. My phone number is ************. As I indicated on my last response we can contact your extended warranty to see if they will cover the teardown. The lack of history is just an indicator on how the vehicle is maintained not a legal requirement to keep a warranty from ******. Dropping the oil pan is not something that ****** will pay for if it turns out to be an unknown outside influence. If the customer or the extended warranty would like to pay to do so then we will oblige. A piston or a broken part on the inside of the engine WILL NOT make the oil level rise. Feel free to research that fact. We are not taking into consideration a non-****** dealership as far as what was wrong previously before arriving to our dealership. Like stated before we are just observing what was seen when the vehicle arrived at our shop. ****** pays us to do work like this, there is no reason to not do this for the customer unless there is a chance of outside influence. And there is a chance in this situation. So as a dealership we will not take the risk of this being not covered. So to recap. There is a chance of an unknown outside influence. This Camry is not one of the Camrys that have an issue with the engine. The vin# was ran through ******. We did not indicate that the warranty is void. We indicated that ****** has closed the customer service case that was opened with ****** corporate.  Nor did we indicate that we wouldnt be able to use the extended warranty. We would have to file a claim once we found the point of failure, this would only come about when the customer authorizes teardown. This is the case with ****** as well as any and all extended warranty companies. Once again feel free to have your case manager contact me and we will get this figured out

   

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

  Client Care Supervisor

  Hendrick Automotive Group

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18290887
  
  I am rejecting this response because:
  That is an ENTIRE lie, I was contacted and told BOTH the ****** 30k-3 year warranty AND manufacturer warranty were voided due to the aftermarket oil filter and oil level. So explain to me if my warranty is NOT voided then why my vehicle is not properly being taken care of?! Why would I have to use my extended warranty? You all are retracting PRIOR statements and now backtracking yet I still have NO vehicle or solution minus using MY extended warranty vs. the TWO that ****** supposedly BACKS. What a JOKE. And your tone in your response is a clear indicator of your LACK of customer service, might want to ******* your job title when you clearly fail to offer genuine HONEST customer service. And I will gladly have the claims manager contact you. 

  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/07/2022

  No one is lying. You are using the word void when we cant void any warranty as a ****** dealership only the warranty underwriter or provider can do so. Your vehicle was not taken care of because you were not willing to authorize the initial teardown. Since then we have reached out to you and you have authorized 10 hrs labor for teardown to determine if it was covered. Thank you for that. We were able to find the issue and get it covered by ******. This is a warranty issue that has been resolved with you authorizing the teardown. A new engine will be ordered and if you would like a rental to drive then that is no issue. ****** will be covering it. I have also spoken to the case manager that you forwarded my information to, they have been updated. Feel free to reach out to ******* the service advisor at ************ and he will get you taken care of on the rental if you should need one.

  Customer Answer

  Date: 11/07/2022

   
  I am rejecting this response because:
  You all did lie, multiple times and NO ONE spoke to me regarding a tear down or any other action that needed to be done. I was told my warranty was VOIDED due to the oil filter and oil level but that tune changed as soon as I got ******************** involved, contacted the ********************, & had a consultation with a lawyer. No one from the dealership even contacted me to inform me what was found with my vehicle after ****** authorized the tear down FREE of charge due to your POOR customer service and constant run around. All of this only to discover that my vehicle is COVERED under warranty due to an internal defect according to ****** themselves, imagine that. I find it quite ironic that I had to do ALL of this additional work contacting ******, etc. just for the RIGHT thing to be done and not be taken advantage of. You all LIED, period. You all are now retracting previous comments in order to cover your tracks, so continue being dishonest and providing poor service that does not meet the standards of what ****** represents, in the end I was given a new motor. Wow, congrats to me! I had to fight to be properly taken care of vs. you all being genuine in your actions. Not to mention, almost a month later and in a comment Im being offered a loaner vehicle yet should have been offered one since DAY one. I am entirely disgusted at how you all operate your business and can only imagine how many people you have taken advantage of that were clueless to their rights as a consumer along with the knowledge of automotive. To be quite *****, I hope you all enjoy karma. 

• Initial Complaint

  Date:10/20/2022

  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.

  I took a vehicle I own to get it fixed at the **** HENDRICK CHEVROLET. They originally charged us $2,000 to fix it, but when we picked it up the vehicle it was still having the same problem. We thought they were fixing the problem it was having but they fixed other things i did not ask for and charged me the $2,000 for it. Now they want to charge me $1,300 more to get it fixed when I had thought that was what they were fixing. I would like for them to fix my vehicle about the problem i reported not other things they find or i would like to get it returned and/or refund me my money

  

  Business Response

  Date: 11/01/2022

  He is brining the truck back in and we will be replacing his glow plugs at no cost to him.

  Customer Answer

  Date: 11/01/2022

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

• Initial Complaint

  Date:10/18/2022

  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.

  On 10/11/22, I called ***************************** Buick GMC and spoke with *******************. I explained that I was looking for a quote to replace my oil pump on my 2011 GMC ******* **** stated she could help and started by asking for the last 8 of my VIN. I provided this to her and discussed what was needed to schedule an appointment and secure a quote. **** proceeded first to call the parts department to validate that the part was in stock as well as the price and then informed me that she was calling a service advisor to get the labor price. While on the phone she also informed me that my vehicle was reflecting a recall for an airbag and asked if I wanted to get that done at the same time. **** provided me a quote roughly at $1,000 for the replacement of the oil pump, parts and labor inclusive. Based on the conversation, the fact that she informed me she was contacting a service advisor, and the fact that she identified that my vehicle had a recall on it and what was needed, I had no reason to suspect that this quote was not valid or that she did not have the authority to be providing me with a quote for services. She went ahead and scheduled an appoint for Friday 10/14.On Friday 10/14, I arrived and spoke with *****************************. I explained that I was there for service that had been setup over the phone and roughly what was needed. She looked up the information and stated that the quote I had been given was incorrect. The folks in the call center were not authorized to provide a quote and there's no way to know that they even knew for sure which engine type or vehicle. I did inform her that they had my VIN which would reflect that and was on the appointment. She stated that it would be $2700, but she could help me out and knock a few hundred off. I asked her to get a hold of the Service Manager, *********************** who stated it could go down to $2200. I later spoke to ***** on the phone who acknowledged a recording of my conversation with **** existed, but refused to honor the price.

  

  Business Response

  Date: 10/18/2022

  After reviewing the recorded phone conversation with the service BDC Agent and the Customer we did tell the customer it was $1000.00 parts and labor which was a mistake. We will hold to what we originally quoted the customer and do an oil pump for the $1000.00 price
  
  Thank you,

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 21, 2022, my son and I went to ***************************** Chevrolet at *********************************************************** to purchase a car. We put a down payment and purchase order on a certified pre-owned ***** Civic, however days later we were told it wasn't passing inspection. The salesman told us there was another Civic available, and I specifically asked if it was certified pre-owned as well and I was told yes. The salesman delivered the car to us on Sunday Jan 30, 2022, and had us sign paperwork electronically. About 4 months after purchase, my son's car started "chugging"- to which I immediately recognized that it might be the air filter. Sure enough, the air filter was FILTHY! We also had to purchase new tires within that 4 month time frame. Both of these are something that should not have taken place on a certified pre-owned car! I went to look back through our signed docs, and realized there was nothing in there that stated the car was indeed certified pre-owned, so we were lied to! I have reached out to ***************************** Chevrolet twice by email and have not received any response at all.

  

  Business Response

  Date: 10/19/2022

  We have spoken with the customer and are in the process of taking care of her concerns.
  
  Thanks,
  
  *************************
  ***************************** Chevrolet
  ************ Dealership

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service 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 went to Hendrick ****** on 9/19/22 to purchase a new vehicle. I wanted to trade in my 2023 ****** Camry for a ****** Highlander *** 2022 8-seater. I spoke with an agent who told me they had one available and allowed me to test drive a ****** Highlander *** 2022 8-seater. I told him I liked the car with the exception that I wanted the *** model which had leather seats instead of the *** model. He said that they had one available and we then looked over a contract and the agent had me sign the contract. I then received the vehicle and drove off.When I got home I realized that they had made a mistake and gave me a 7 seater instead of an 8 seater. I went back to the dealership the next day to speak with the agent who apologized for making that mistake and went to speak with the manager. The manager was extremely upset at the agent and they had a heated argument. The manager then came in and spoke down to me and told me it was my fault because I already signed the paperwork and refused to give me the correct car. He said it was a ***** mistake and while the agent made a mistake, it was also my fault for not fully checking all the features of the car. Keep in mind that I did not see the inside of the car until I signed the paperwork. I don't have experience buying a car and they took advantage of me, Additionally, I got there at 7 am and was kept there till 5 pm, I did not eat all day and it was raining hard. I was exhausted and trusted the agent who had built rapport with me to give me the right car. He kept telling me that he was a ********* and to trust him. They have brushed me off and are not willing to correct this mistake. Please help me get the correct car, as I am an immigrant who only speaks decent English, I don't have money for a lawyer and I don't know what else to do.

  

  Business Response

  Date: 10/18/2022

  Dear ***********************, 
  
  
  Thank you for taking the time to write ?about your recent experiences, we are truly sorry we cannot buy back another car from you again. Despite our dealerships commitment to accommodate customer needs and requests as much as possible, we are not able to keep buying back vehicles from you a month after driving the car. As you know, we made an exception with the 2023 Camry and bought it back for what you paid, even after you put ***** miles on it. We made it very clear that we could not do this again and that we were making a one-time exception. You were provided the entire day to make sure that the Highlander was the perfect vehicle and had all features you wanted. Additionally, the financial institution that we arranged for you, made the same exception and stated that they would not provide another. 
  
  
  We take pride in our customer service and have always put the interest of our customers ahead of our own when possible, even when it doesn't make the most sense. 
  We empathize with your situation and hope that you are able to find a resolution for your vehicle needs. Please contact me directly if we can assist you with any other matters.
  
  Respectfully,

• Initial Complaint

  Date:10/13/2022

  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 a used 2008 ****** Highlander from **** Hendrick ****** in ****************** ** on October 3, 2022 for total price of $12,975.00. Upon arriving home, a little over an hour drive, there were audible chirping noises coming from engine which I took a video of. I contacted the salesperson about it and response was to take it to a local shop since I was so far away. Following day I took it to local shop and turns out it needed drive belt tensioner, idler pulley and new alternator to the tune of $2070.37. The sales person had told me during the buying process that their team had fully inspected the car and being a ****** dealer I assumed the car would not need $2000 in repairs one day after purchasing. Believe the repair cost should be refunded to me. Attaching invoice for repairs.

  

  Business Response

  Date: 10/14/2022

  We have spoken with the client and he is satisfied with our decision to split the charge on the repairs he paid out. We will be sending him a check for $1000.00. 

  Customer Answer

  Date: 10/15/2022

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

• Initial Complaint

  Date:10/13/2022

  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.

  To start I pre qualified for a specific vehicle online before going to the dealership. I was later told the vehicle I qualified for was sold to someone else. I was told we could look at like vehicles. Went through the process of looking for vehicles in transit as there were no new trucks on the lot. Settled for a 2022 Silverado 2500HD Custom. Has almost less than half the options of what I pre qualified for but I accepted this vehicle anyway because I needed a bigger truck to pull my new camper. I was told I had to leave a $500 deposit to secure the vehicle which I did. I told them I wanted the deposit back once all is said and done and do not want it going to the vehicle because I used a credit card and didn't want to pay interest on a deposit. We finished the deal and forever later my truck arrived, but it is missing the under hood insulation and they told me it was missing when they received it but would contact me to replace it. I have written to them, and called them because they put my deposit towards an oil change program that I was told I was receiving for free because of the experience I had so far. I found out they put it towards the oil change program and requested a refund twice already. I was assured it would be taken care of. It has been a month and nothing has occurred, and I still don't have the liner for under my hood either. I simply want the deposit refunded to my card as we had already agreed too.

  Customer Answer

  Date: 10/13/2022

  Tell us why here...***************************** ************************************************************************************** 23502

  

  Business Response

  Date: 10/18/2022

  This is being Handled. We spoke to ************** last week. His $500 dollar deposit was applied to the loan. We processed a check request (10/14) anyway to satisfy the customer. It was turned down because it had already been applied but working to get it anyway. The part that he needs for under his hood has arrived. We just need to coordinate a time for him to come in and have it installed.

• Initial Complaint

  Date:10/13/2022

  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 schedule service for my 2020 Jetta for 9/20/2022. The day before i called and asked about shuttle service because i have a meeting starting at 7:30 AM. After a long hold a male answered and explained that they have shuttle service within 5 miles of the dealership. He that i can just go inside and request to taken to my employer after being checked in. So i arrived the next morning at about 6:45 am and i was the first customer to arrive. I was greeted and i advised that i needed to get over to my office for a meeting. The service rep said that is would be about a 15 minute wait. I explained that i could not be late for and I asked if i could speak with the service manager and he asked me to step inside and he would locate him. He returned some minutes later and now it is about 15 minutes after the hour after being told that it would be 15 minutes and to be told that i would have to wait another ***** minutes to get a shuttle. i asked why can't one of you just hop in my car and take me across the hwy and i was told the he and his staff were not available. I explained that i called the previous day and what i was told and the only thing that he offered as a solution is to ask me whom i spoke to. I asked them to cancel the appointment and left. I called the next day to ask for the ** and I was transferred to a man stating that he was the director of sales and offered an apology and i asked to speak to the **. advised that he was out of town that week and i could leave. A week later no returned call from the **. I called back on 10/7 and spoke with *****, he says that the ** is out of town, could not tell me when he will be in the dealership. Transfers me to his voicemail and ***** picks up and says that the ** left for the day. When i explain ***** said he was out of town he says yes that was correct. So i was transferred to leave a message. ***** is listed as the **. What kind of dealership is this that the ** dodges customer. To date no call back

  Customer Answer

  Date: 10/13/2022

  Hendricks ********** Frisco

  5010 ******************************************* 75034

  

  Business Response

  Date: 10/19/2022

  The General Manager of the dealership will call the customer and address the issue. 

• Initial Complaint

  Date:10/13/2022

  Type:Customer Service 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 two cars from ****************************** on July 30, 2022. On August 3, 2022 I called them informing them that there was a s**** holding up the bumper and the breaks was bad on the ****** Altima. The Company informed that it would have been taking care of. I did not have the jeep because it was being serviced. They made me tell the finance company that everything was fine on the car because they will fix it. On August 15, 2022, I called to see if the jeep was done being so called serviced; the response I got from the sales rep. ****** it is ready for pick up! The jeep was not ready, the Finance Company called and again ****************************** Finance Manager told me to answer the phone in his office and say everything ok. As of September 16, 2022 none of the issues on the cars has been taking care of. I tried to get my tag for my car ****** Altima and Jeep Cherokee. Could not get the tag for the Altima do to something with the Title and emission, and the Jeep because of a battery that had dead cells. I went to ****************************** Jeep Dodge and Chrysler after calling them on the telephone and staying on hold for an hour. When I arrived the finance manager explained something was wrong with the ****** has the wrong millage on the car that is causing the title to freeze. I requested another temporary tag to ensure safety of being stopped by the police. The company refused to give me another tag. I spoke with wan the Senior Manager of the company explaining that i need a tag. he explained that he can only give me a loaner letter just in case i get stopped and they will inform me when everything is straight concerning the ******, He also gave me the same for the jeep and promised he will give me $100.00 for getting a new battery which cost $179 and paying for emissions that should have been done on both cars before purchase. I now have the tag finally for the Jeep but not for the Altima, no call or email about the other car. Still driving around with an expired tag saying 9.13.22

  

  Business Response

  Date: 10/18/2022

  I spoke to ****, she is having some problems with her car.  I am sending someone to pick her ****** up in the morning and leaving a loaner for her, I am reimbursing her the money she spent as well.  She is happy again and we will get all concerns fixed

  Customer Answer

  Date: 01/11/2023

   
  I am rejecting this response because:

   

  On July 30, 2021 I purchased a car from ****************************** Jeep Chrysler and Ram in ****** **. 1. Couldnt get tag it took almost 3 months to reconcile that. 2. I am still paying on a car that I couldnt drive do to there issues selling me this car. 3. Now theyre fixing another issue ( still didnt have a car to drive).. Now its January 10,23 and the drop my car off in front my apartment with no key. I noticed the car when I went out side. On 1/11 went to dealership to get my key and asked why would you drop the car without informing me? Montae the service guy they assigned me to, said I was unaware they dropped your car off. Arriving home I finally was able to get in the care and the front left light is out the ac panel is out . With there boxes of incompletions of fixing what they mess up that wasnt broken. The service guys are rude
  

  
  

  

  Business Response

  Date: 01/17/2023

  The customer had an issue with their vehicle starting, we towed the vehicle in and provided them a loaner.  After the vehicle was inspected it was found that the source of the problem was liquid being spilled in the shifter(center console) area which shorted the fusible link box, the ignition switch, the parking break switch, and the assembly itself.  The liquid spill happened while in the customers possession.  We repaired all of these issues and the **** (powertrain distribution module) for the customer at no charge to the customer.  We attempted to call the customer, email, and text for 30 days after their vehicle was finished.  They would not return our loaner (2022 Charger) or return any of our calls, text, or emails.  We took their vehicle to their residence where the loaner was also parked and attempted to contact them once again.  They would not answer the door nor answer any calls.  We left their car locked and secured and we brought back our loaner.

   

  Because of the mistreatment of our loaner vehicle and disrespect shown towards our employees, we ask that the customer not return to our dealership. We will make a note of this in our system and the customer can seek legal counsel if they feel they have been wronged.

• Initial Complaint

  Date:10/12/2022

  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 a AC Delco battery from your establishment, that had a 42 month replacement warranty. I stopped into **** Hendricks Chevrolet, and was told it had a bad cell. I went into parts, and they looked up for my receipt, and none was on file. I was told that they only keep receipts for 2 years, and wouldn't be able to exchange. So, the shop I got the battery from only holds receipts for 2 yrs and I have to hold a receipt for 42 months. The date code is stamped on the top of the battery, and that should be that. I am very disappointed in this policy. I think its a good way of not honoring a warranty.

  

  Business Response

  Date: 10/18/2022

  We apologize that we don't keep records for over 2 years and this is in no way to avoid covering the battery under warranty. We will reach out to the customer and see if we can provide any assistance.