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 Subaru

  2929 John Hawkins Pkwy Hoover, AL 35244

  
• 

  Hendrick Lexus Charlotte

  6025 E Independence Blvd Charlotte, NC 28212

  
• 

  Hendrick Toyota of Concord

  7670 Bruton Smith Blvd Concord, NC 28027

  
• 

  Hendrick Autoguard, Inc.

  6030 E Independence Blvd Charlotte, NC 28212

  

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:10/10/2022

  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.

  We recently had our catalytic converter replaced and during a trip to ********* to check to why our check engine light was on we were advised it was due to the catalytic converter and that a *** ****************** Bulletin ) was issued for this. This was news to us since we have been to GMC several times and this was never mentioned to **. Upon calling GMC I was directed to call the customer service number *************. On 10/5/22 I called the customer service line and explained this, ****** then told me that they did not have us linked to the vin number and it was registered to the previous owner. After updating the ownership she promised a follow up call from a manager. On 10/10/22 I called back b/c a return call had not occurred after being transferred around I finally was able to speak with a supervisor who then told me 2 things 1st they get the register information from the **** which didn't make sense b/c we are paying personal property taxes so we know they have the correct information. Then **** shared that the *** was sent to the previous owner and not us. This is alarming b/c how are we being held responsible for something we never knew existed. We only want to get our truck repaired based on the ***. I am not looking for any type of monetary hand out we just want the same courtesy as ever other owner. This has been extremely stressful b/c no one wants to help us or even remotely try to come up with any type of solution. Its simply sorry and there is no accountability for the poor customer service or the fact that us as the consumer are left holding the bag.

  Customer Answer

  Date: 10/10/2022

  Hello, 

  The address for **** Hendrick Chevrolet Buick GMC ******** is listed below:

  12050 ******************************************************

  

  Business Response

  Date: 10/12/2022

  *******************
  
  Today 10:49 am
  To:
  Hendrick Autoguard
  Show more
  It was noted on 5/21 that the *** Terrain has aftermarket converters on it reference RO ******. It came back on 8/14/22 at ******* miles and again was noted to have an aftermarket catalytic converter and pipe assembly on it. The vehicle did have a special policy ***** that expired on 12/03/2020 for a converter replacement. In the file, there are no complaints until 2022 of anything related to a converter. Given the special policy extension is expired and the vehicle being outfitted with non oem parts we are going to be unable to offer any ********************* assistance. I will reach out to the customer and off 10% off repairs.
  
  Thanks,
  
  *******************
  Service Manager
  **** Hendrick Chevrolet, Buick, ***
  12050 *****************
  ********, ******** 23233
  Main - ************
  Direct - ************
  Fax ************

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18192754
  
  I am rejecting this response because: GMC is not acknowledging the fact that they have had the incorrect address until I contacted them last week. I understand that the warranty period expired but how was I to know this if you dont have the correct address on file? This speaks to the root of my complaint, which is GMC did not have my correct address so I could not be notified of an issue with the catalytic converter then to compound things we did come in about the catalytic converter but it was never mentioned there was a recall or issue with it. Regardless of how much time elapsed that is information the consumer needs in order to make an informed decision about repairs. During this time we were still in the heart of the pandemic and our income was limited so I need to make a decision that I thought worked best for my family. However had I known of this issue I most likely would have tried to figure out how to pay for the repairs at GMC. I am not asking for a refund I am asking for compassion and sensitivity to a customer who only wants to have their vehicle repaired b/c they did not get the benefit of knowing that there were larger issues b/c GMC did not have our correct address on file. Its disheartening to think that a company like GMC is not willing to work with a consumer and is taking this hardline in the sand. Where is the compassion I would think after the last 2 and half years we would be in a place where big corporations try to work with customers. 10% of a total cost from a issue that I believe GMC should own for not having their records updated? I apologize for my passion I am just hoping to convey the pain from being told sorry for our mistake but you are basically to blame. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/17/2022

  Im going to reach out to the customer and have the car diagnosed here again and see what the exact bill would be.
  
  Ill keep you guys updated on this
  
  *******************
  Service Manager
  **** Hendrick Chevrolet, Buick, GMC
  12050 *****************
  ********, ******** 23233
  Main - ************
  Direct - ************
  Fax ************

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18192754
  
  I am rejecting this response because: I have spoken with GMC and have service appointment scheduled for this week. I would like to keep this complaint open until I have my truck serviced since there is no resolution attached outside of scheduling an appointment to see how much repairs would cost. I am grateful that they have been kind with their responses and truly appreciate that they appear to be taking this matter seriously however I do want to temper my expectations until they let us know what they are willing to do based on their initial error in handling of our truck. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/10/2022

  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 serviced our 2018 rav with ****** miles and they replaced the front brakes and rotars to take care of the squeaking. Cost $800 Then they replaced the back brakes and rotars to take care of the squeaking. Cost another $800 The vehicle continued to squeak and they said we needed to replace the brakes, rotars, and calibers now because the calibers damaged the brakes and rotars and needed to be replaced and will cost $2000. All within a year. They did nothing to resolve or fix their work and hung up on me

  Customer Answer

  Date: 10/10/2022

  The address of the dealership is: *******************************************************************. The phone number is ************. 
  

  the dealership originally replaced the brakes and rotors on the front for $800 and a short while later replaced the brakes and rotors on the back for $800 Each time was to correct a squeaking noise we had asked about. the final third time we were instructed that the calibers would need to be replaced and those damaged the brakes and rotors which would also need replacing again. This would cost $2000. When I asked why they had not originally replaced them when they replaced the other parts knowing it could cause this damage I wasnt given an answer. They said the calibers were fine at that time. My response was if the calibers were fine then why did they damage the brakes and rotors, clearly they were not fine and it was negligence on their part. The service manager told me there were Northern parts and southern parts and the north does things different than the south when it comes to brakes and rotors even though we were purchasing this from a ****** franchise so they should all be ****** parts. Service manager also said that rav 4 just squeaks because its that particular model when I inquired about the replacement parts he said it would take care of the squeak I said if the squeak is normal, then why the need to replace all these parts if its not taking care of the squeak. So which is it? Does it squeak normally or is there an actual issue causing the squeak since Ive been provided 2 narratives? One saying it was normal and then the next saying it was an issue that needed to be fixed. the vehicle is a 2018 rav with ****** miles so its highly unlikely it was driven to the extent it would need these parts replaced so quickly. I think they are price gouging and willfully charging people for things and not fixing others that will cause damage and replacement down the road. 

  

  Business Response

  Date: 10/14/2022

    After researching the history and disassembling the old parts it was found that the original pads were still on the front axle. The rotors were very pitted, my speculations that is from the first few years of the vehicles life being spent near ********* **. This was our first recommendation for the squealing. We did not replace the pads at the time because they were new the car has less than 20k miles and were not needed. At the time all caliper bolts and slides moved as they should. There was oxidation at that time and may have gotten worse over time after the job. Six months later. The tech also resurfaced the rear rotors even though they were new just to ensure the new rotors we installed didnt have any issues as well as rechecked the work performed a few months prior. Even though the car did not drive many miles. ******* there is some surface rust when this occurs.  As far as I can tell she was not charged for cutting the rear rotors. We did that to ensure it would not have an issue with squealing. So I can say that at the time we did what was needed only. Customer was given an answer as far as why this would happen. It was possible oxidation from the time the vehicle spent in the northern states. As far as the statement about northern parts I advised that dealerships in northern states may recommend things we may not because we dont see a lot of vehicles with oxidation here unless they come from up north. Including caliper brackets or pins. We can usually clean these parts where as in northern states, that may not be something they would attempt. This was after the customer stated that she had no problems before coming to our dealership. Some 2009 2018 model year RAV4 models do have some issues with brake noise and need an updated pad that was not used until this service because the pitted rotors were the first place to start. That is why I am confident that the issues are fixed. To recap; the calipers operated fine at the time the rotors were replaced in the front and the pads were not need. The rear rotors had surface rust so we resurfaced them as a precaution to eliminate those as a possibility of noise in the future. Vehicle came back four months later and we found the oxidation to be worse to the point we could not remove the original pad from the caliper bracket. I have pictures if they are needed. I will attach them. We recommended calipers all the way around based on what we found. During our conversation it was hard to get words in. I had intentions of covering the labor to ensure good customer service after we had our conversation, but the customer hung up on me beforehand. The customers husband was able to go in the shop and see the issues first hand; approved the work and had no issues. We still extended the labor cost reduction for the issues. We have not ever or will ever engage in predatory sales with any customer. We take customers safety seriously as well as how they feel when they leave.

   

   

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

  Client Care Supervisor

  Hendrick Automotive Group

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18191947
  
  I am rejecting this response because:

  i Was told I would not be charged for the brakes and rotors and labor for those as  I paid for them before. Upon further inspection of the bill we did in fact pay for the brakes. When I tried calling ****** and leaving multiple messages she would not return my call to answer why I was charged when I was told I would not be. I was told I would only pay for the calibers and the labor as Ive paid for the other before and it was negligence on part of ****** to not replace the bad calibers that they claimed were fine but damaged my brakes and rotors under **** miles. *** vehicle has also not experience a winter in ** despite the speculation from the manager. *** dealership also added items to the bill to inspect I had not asked for, wipers, battery, multi point inspection.*** quote on the bill stated **** but they had stated **** previously. 

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

  

  Business Response

  Date: 10/19/2022

  I had ****** call the customer the day she hung up on me. ****** spoke to the husband and advised him they would not have a charge for the labor only on the brake pads replacement and rotor resurfacing. The customer did not purchase pads the first time we worked on the front brakes. Like stated in the last response the rotors only were replaced on the front because that was the only point of failure seen at that time that would contribute to a noise. The pads were brand new because the car only had 17k miles on it. I was unaware that ****** had not returned a phone call and she will be reaching out after this response. According to Toyotas information system the vehicle was purchased and spent the first year of its life serviced at the dealership in ********* **. The money spent on this last service was for the brake pads that were not needed at that time. As well as the calipers and the brake fluid exchange that were needed. I did however notice that she was charged for the rear brake pads when it should have been no cost for the parts themselves, this would be covered. My apologies. We can issue a check for the amount of $138.64. The pre-populated lines on the repair order  such as inspect  wipers and battery check are there to remind the technician to complete those tasks, it does not mean the customer specifically requested these. The multi-point inspection is the same. Pre-populated. The bill came out to be $1400 because I reduced the labor cost as stated before.
  

  Customer Answer

  Date: 10/20/2022

   
  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. 
  
  ****** never made the initial contact with me until I reached out to ****** corporate. Finally when she did call she advised the brakes and rotors parts and labor would be covered by them. Since I paid for new brakes and rotors already 4 months prior.  Ive attached paperwork for the 6-17-22 invoice specifically stating new pads and new rotors at that time for the front of the vehicle. Ive also attached paperwork for the current service where the front brake pads were again replaced this is dated 10-12-22. I was charged for brakes on 6-17-22 and again on 10-12-22 according to their paperwork. When I tried calling ****** back for questions about this after I had paid the bill she was not available. I left 2 voicemails without a call back. I finally called back ****** corporate to inform them they had not called back. I called a third time and left a message and this time ****** called me back immediately. This occurred on 10-18-22. However prior to that date I had never received a call or a voicemail from ******. She claimed phone issues same as the manager seemed to have. I never received any voicemails from ****** at any point.  At this time I advised I would pay for the calibers and the labor but not the brakes, rotors, or the labor for either brakes or rotors since I paid for those 4 months prior already and within **** miles. 
  
  Sincerely, 
  
  *******************************
  

• Initial Complaint

  Date:10/10/2022

  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 2018 GLE ******** on July 30, 2022. Per the negotiation with ******* and finance team, they would fix the damage to the back seat instead of coming down on the price. I was okay with this. I purchased the vehicle on a Saturday and was suppose to receive a follow up the next week regarding plans to fix the vehicle.Once I purchase the vehicle, the customer service completely changed and I was given the run around on getting the vehicle fix. I went through four different managers ***************************, ***************************, ************************* and then *************************. Although ******* direct sales associate sold me the car, he didn't seem to have a care in the world and treated us horribly. Starting with making us look for our rental car that was parked behind the car wash instead of out front. I could not believe the customer service he offered. We came in a few times letting them know we couldn't find it and him and a few other staff continued to advised us to go outside and hit the panic button instead of just bringing the car up for us. I brought my car up just to be told the upholstery specialist had a family emergency and would be out for a while. So I requested my truck back as ******* gave me a trade in SUV that had well over ******* miles on it and had not been evaluated or processed in yet. The truck also had major damages done to the driver seat. Just horrible. I escalated to ***** and had to leave several voice mails just to get a call back, he passed me on to ***** without returning my call. ***** was nice and arranged the pick up of my vehicle. But, once they picked it up I received no update on whether or not it was finished. I had to reach back out and ended up getting ********. ******** advised the vehicle was finished and arranged for it to be delivered. As of todays date, whatever was done, was not quality work. The seat piece has fallen again. It doesn't appear to have been fixed properly. I refuse to be inconvenience again as I am now a FT mother.

  Customer Answer

  Date: 10/10/2022

  Dealership : Hendricks *************** 

  6025 *************************************************************************

  

  Business Response

  Date: 10/14/2022

  I have talked to this client, there was an agreement to repair her seat and she is correct about our vendor being out.  When our vendor returned to work, we picked up (********** **) her car and properly repaired the seat then delivered it back.  I spoke to her to make arrangements to deliver it back when it was completed.   I was not aware there was still a problem as we did this repair well over a month ago? We have reached out to the customer to see how we can further assist but got her VM.

  Customer Answer

  Date: 10/19/2022

   
  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.
  

  As advised , what was fixed has come apart due to no fault on my own. This is a single passenger vehicle for me up until recently I had a baby and she does not sit on that side of the car. I did speak with GM, ***** about taking another look at it and fixing this issue despite the bad experiences I have had as far as customer service.  I have decided to give them one last chance and I hope this is the last time we have to discuss this issue. 
  
  Sincerely,
  
  Reondra Long

• Initial Complaint

  Date:10/09/2022

  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 purchased a ************* from this dealership on 8/19. We did test drive it prior to purchase. On the day of pickup, we had some questions about a couple of things, an odd noise, a service message that was displaying (they said it had been done but the message not cleared) etc. The salesman offered to cover a 1-hr inspection to be performed by *************. Great! On 8/22, the *** stop/start stopped working. We take it for the 1-hr inspection and they gave us a list of over $3,100 of missed maintenance to include a major transmission service and told us the reason the *** stop/start stopped functioning was because the system battery was low and needed to be replaced.I send the receipt for reimbursement of the1-hr service to the salesman as well as the list of services. I requested they cover the cost of replacing the system battery as it was causing the vehicle to not function properly. I also requested they cover the missed services as I don't think someone should have to pay over $3,100 for services on a vehicle that was purchased within 30 days and had not been driven 300 miles or at least the transmission service. Long story short, we did receive the reimbursement check for the 1-hr inspection and the salesman said he would send the service list to his manager and provide me with an update. That response was on 9/19. 3 emails, 2 voicemails, and several unsuccessful phone calls later.... still waiting for a response.It is highly unprofessional to not respond to a customer. It is also unprofessional to sell a vehicle with past due maintenance when you literally could've have taken it right across the street to the ************* dealership and had them get it "ready to sell".

• Initial Complaint

  Date:10/07/2022

  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.

  We purchased a 2020 *********** from them in early July of this year. At that time we were presented with a clean car fax report and assured it was accident free. We proceeded with the purchase trusting this to be true as it is of significant importance being that the primary use of this vehicle is to drive our 3 children around. We used drive thru car washes and it wasn't until we decided to hand wash it that we noticed it had in fact been wrecked on the right side of the vehicle. This was very disappointing to say the least. It is evident that they used a buffing compound to try and hide any immediate signs of the accident. Upon closer examination other concerns have been brought to our attention. My husband contacted ************************* and took the vehicle up there. They were not very open to a resolution said "how are we supposed to know it was in an accident".... then proceeded to tell us we would have to drop it off for several hours while they did a reappraisal. After the appraisal they would then give us a price for trade in value. We did not follow thru as that isn't going to work for us. We seek advice on how to move forward with this and to make sure no one else's family is found in the same situation in the future. Thanks for your time.

  

  Business Response

  Date: 10/11/2022

  We are sorry to hear ******************* is dissatisfied with her purchase.
  We do provide a courtesy copy of the Carfax history to our customers.
  This Carfax report is a compilation of data that has been transmitted to Carfax as of the date of the report. 
  Carfax discloses on the report that; Other information about this vehicle, including problems, may not have been reported to Carfax.
  This report in never considered a guarantee of all vehicle history.
  In no way does ************************* ever guarantee that a vehicle has not been in an accident.
  Our obligation under ** law is to disclose damage on a Pre-Owned vehicle in excess of 25% of the vehicle value.
  This obligation is only if the dealer has knowledge of such a repair.
  While we do provide the information we have,  we do not represent that we know the entire history of any vehicle.
  ************************* has no knowledge of any accidents involving this vehicle.
  As of today, Carfax still does not report any accidents on their reporting data. The report is attached.
  The vehicle passed a 172 point inspection to be GM Certified. No unusual damage was reported on the inspection.
  We hope that ******************* enjoys the wonderful vehicle she has purchased. 
  I believe she will find that the Certified Pre-Owned vehicle she purchased will be a safe vehicle to transport her family.
  
  Regards,
  
  *******************
  General Manager
  ************************************************

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18181543
  
  I am rejecting this response because:

  It is very clear they were aware of the damage to the vehicle as we had a mechanic look at it and said anyone with any amount of automotive knowledge could clearly see it had been wrecked. Not to mention the buffing and compound material used to try and hide such noticeable damage. So no this is not going to cut it. I do not in anyway believe the couldn't tell the vehicle had been wrecked. They are being dishonest, period. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/14/2022

  ************************* has provided all the detail we can on this request.  We are sorry that the customer is still not satisfied.
   
  Regards,

  *******************
  General Manager
  ************************************************
  
   

• Initial Complaint

  Date:10/05/2022

  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.

  purchased the 2020 GLC on 5/21/22 from ********* Motorsports. The vehicle was delivered dirty and it was not detailed at all as it should have been. The seatbelts are dirty, the leather was filthy with dried brown soda or tea stains, a completely dirty car was delivered to me. I sat in the back seat of the car yesterday as I usually do when my husband drives the car, lifted the console in the back to place a water and it was totally filthy. I figured that since I was told it was a "courtesy car" it would have been in better shape. I was wrong!! Not to mention, I was delivered a car that had not been checked out thoroughly and had a gas leak when it was delivered to me. The gas leak was repaired about a month after I purchase the vehicle.

  

  Business Response

  Date: 10/06/2022

  The Dealership got back with us and stated the following:

  Ive spoken with her. She said she lives too far away to come back for a detail so I offered to pay her local detailer or her. She said that sounded great and shed check around for where she wants it detailed and call me back directly.

• Initial Complaint

  Date:10/04/2022

  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.

  I purchased a service plan from Hendrick for my vehicle. Every time I call to schedule an appointment, they don't have anything available for at least a month, unless I want to "drop" my vehicle off. This means I would have to get the vehicle serviced past the recommended dates and be without transportation. This has been an ongoing issue and they have made every excuse in the book ( i.e., staffing shortages, Covid, supply chain issues, extensive training for their technicians, and most recently hurricane ***!)I had an issue that should have been covered under my manufacturer warranty. My service advisor at Northlake told me it would be roughly $800 to repair, but they had no available appointments. I promptly called another ******** dealership who, not only fixed the issue for free, but had availability the same day.I have already left multiple messages with the finance manager at Nortlake to refund my remaining "B" service under the service plan purchased, but no one will call me back. I refuse to risk my vehicle not being serviced timely because of their failure to properly manage staffing etc. I'm seeking a refund, so I can have my vehicle serviced at a well managed dealership.

  Customer Answer

  Date: 10/04/2022

  I'd like to clarify I am Mrs, not Mr.

   

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

  10725 *************************, *********, ** 28269

  

  Business Response

  Date: 10/04/2022

  ******-
  
  I personally spoke to ******************. She is emailing me a picture of her odometer mileage so we can cancel her policy.
  
  We did confirm that if and when she came in to have her battery checked that we would have had the same chance as the other dealer to determine and disclose that he battery would have been covered by warranty. There are 2 batteries in the car and we did not have a chance to diagnose the car in person.
  
  She mentioned that she has worked with us in the past with ***** and ******. I apologized and attempted to explain to ****************** that we are scheduling several weeks out with a loaner only due to the parts constraints we are experiencing. I offered to get her in sooner, but she was adamant that she could not wait and wanted to continue her business elsewhere.
  
  We are very sorry for the delay in scheduling loaner vehicle service appointments. We certainly would have made special accommodations if it was an emergency situation. We do experience a lot of battery concerns this time of year when the temperatures cool way down. However, her car was running and starting and she was not willing to wait in person for a diagnosis when we offered it to her on October 11th.
  
  We will go ahead and cancel her policy as soon as we receive the information needed from her to do so.
  
  I gave her my direct email to assist in the cancellation of her policy
  
  Thank you
  
  *******************
  General Manager
  **************************
  10729 *************************
  *********, ** 28269
  ************ *****************************

  Customer Answer

  Date: 10/06/2022

   
  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:09/30/2022

  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.

  The services were rendered 5/28/22. The shop installed my new spoiler and did not provide me with my original spoiler. I have waited patiently on them to either pay me for my spoiler or provide me with a new one. The invoice number is CVCS445545.

  Customer Answer

  Date: 10/04/2022

  Hendrick Chevrolet. *****************************************************************************

  

  Business Response

  Date: 10/05/2022

  I am working with this customer to get him a replacement. He has agreed to us taking a pull off part and painting it the color he requested. It should be **************.  
  
  ***********************
  
  Service Director
  Hendrick ****** Auto Mall
  1620 ************************.
  ******, ** 35216
  ****************************************************** 
  ************

• Initial Complaint

  Date:09/29/2022

  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 am writing the headquarters in regards to a purchase I made in ************* ******* at Hendrick ****** I agreed to purchase a 2020 Pilot touring for ****** and successfully secured the price online. I was told in front of a witness that the ************** was free. The finance manager charged me the lot price for the vehicle behind my back and hid the itemized sales sheet from me during the signing process. ***** only presented the last page of each contract to conceal the prices of the warranties, so I wouldn't question his antics. The sales contract was placed on a thumb drive, so I wouldn't be able to question the prices until I got home to view it on my computer. I feel like this procedure was dishonest and does not reflect your overall brand. Please cancel all warranties and **************s with my sale Kind regards,******************* ************

  

  Business Response

  Date: 10/03/2022

  Dealership stated that this issue has been resolved and Customer is receiving refund. 

• Initial Complaint

  Date:09/28/2022

  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 2022 *** M340i from Hendrick ***/ Mini on 6/10/22. The initial transaction was smooth on the day of purchase with ************************* the finance manager. I was issued a 30 day temporary tag and when the tag was going to expire and I had not received my new tags that is where my issues began. The dealer stated that the mileage on the car was misreported to the *** when the car was transferred off of lease to the dealerships ownership. After a lot of back and forth with the dealership I finally received my permanent tags at the end of July. My current complaint is that I have not received my title even though I paid cash for the vehicle at the time of purchase. I have called ******************** (the finance manager) and ***************** (General sales manager) multiple times to followup and ******************** passes the problem off to the central office that handles their paperwork. He told me that the central office called the *** and that the *** has all of the paperwork for the vehicle but has simply been behind with processing (this was on 9/8/22. I called the *** today 9/27/22 and the issue with issuing the title is still with the mileage discrepancy. I should not have to be wasting my time trying to get the title to a vehicle I paid for back on 6/10/22. The dealer does not seem to care about the issue and does not follow back up with me to say they are working on the issue or to see if the issue was ever rectified.

  

  Business Response

  Date: 10/07/2022

  We apologize for the inconvenience that this has caused. We are currently working with the ** DMV to get a status update on the title. We will reach out to the customer.