Complaints

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

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  Hendrick Automotive Group

  6000 Monroe Rd Charlotte, NC 28212-6119

  
• 

  Hendrick Honda Woodbridge

  14201 Richmond Hwy Woodbridge, VA 22191

  
• 

  Gwinnett Place Honda

  3325 Satellite Blvd Duluth, GA 30096

  
• 

  Rick Hendrick Toyota Sandy Springs

  6475 Roswell Rd NE Atlanta, GA 30328

  
• 

  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:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Certified Pre-Owned 2022 *********, Traverse in February 2025 from **** Hendrick ********* (RHC) for $38, 000. I left the Traverse with them for an extra 10 days after my purchase date so they could ensure all fluids and mechanical issues were fixed.While my wife and kids were in the Traverse driving back from a travel volleyball trip (Which was about 2 hours from my home) and she received a message in the truck stating there was an issue with battery and the car would stop working. Fortunately, she was able to get the truck home with no issues. - I took the Traverse to a nearby Auto Zone and that did a diagnostics check on the battery which came back as The battery is GOOD but the alternator is BAD. - I brought the Traverse to the *** ******************* - I went back to *** to pick up my Traverse up because the alternator had been fix and it was covered under warranty. I also had to have my fluids change that cost me $512, because it was not done prior to RHC turning the truck over to me. As I was driving the truck away ANOTHER Driver Assist malfunction warning sign came on, so I took it back to *** service department and they ran another diagnostics check. - I spoke to my service attendant and let him know I would be bringing my truck to the shop on April 14, 2025 to have the issues worked on and fixed. He let me know that *** would set me up with another rental while my truck was being fixed.- I dropped my truck off to get ***aired and the service *** told me they would not give me a rental car until they knew what was wrong with the truck and it would be known the next day. I told them I needed a car in order to get to work. They told me there was no way to get me a car for the day. So I left and did not have the car checked because I could not be without a vehicle. This is so frustration what they have done to me and my family since we bought the Traverse.

  

  Business Response

  Date: 04/17/2025

  We apologize for the inconvenience. The customer is going to drop his vehicle off and be provided with a loaner. He also has a direct point of contact with our service manager

  Customer Answer

  Date: 04/21/2025

   
  I am rejecting this response because:
  The work has not been started yet, BUT we have agreed that the truck will be worked on, and I will be bringing it in on April 24. I will be getting a loaner vehicle as well full reimbursement of the money previously spent on work already completed and paid for out of pocket.

  I just want to keep this open until everything is complete.

  Sincerely,

  **** Jak

  

  Business Response

  Date: 04/21/2025

  As we previously stated, we have contacted the customer and we have given our commitment to resolve this issue. This response is from our **************** and the dealership is aware of our expectations. 

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hendrick ***** pompano beach sold me a car on 1/19/2025 first they where giving me a hard time about repairs now they are not communicating with me concerning my title and tags. I have reached out to the ** and the finance manager on my case i was told last week that paperwork would come overnight i needed to sign the paperwork never came . Now im 4 days over on the second paper tag provided. This whole buying process and situation has been a hot mess. If i cant have a tag in 24 hours i would like a full refund this has to stop its confusing and disturbing my peace.

  

  Business Response

  Date: 04/09/2025

  We reached out to Mr. ****** and sent him the following.

  Good morning. I just spoke with our accounting office,who had the *** on the phone. The ** that was traded in here in **, was gifted from mom to son. There is 1 additional *** form that is needed from the mom, as we only have the *** for the son. We have spoken with that customer this morning and I am sending a driver at 2pm today up to *************** to get her to sign the *** needed. That form will be ******* to ********* and they will take it to the *** to complete the title work. They should have your tag in hand by late tomorrow afternoon. 

   

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunday 4/6/2025 @3:46p I went ahead and was going to purchase a 2025 Jeep Wrangler Rubicon X (VIN: *****************) from Hendricks. I submitted my trade in and financing applications. Today (4/7) they called saying it is ridiculous that I think they would think theyd honor this price and was completely arrogant about it all. The sales manager told me they wouldnt honor not honor anything and that Id get it for the full price. Im sorry, I filled everything out and that was the price shown, they should have to honor it.

  

  Business Response

  Date: 04/08/2025

  Were excited for the opportunity to earn your business. However, the vehicle purchase price that was referenced is incorrect.
  At the bottom of our website, we clearly state the following:
  

  All advertised vehicle prices exclude options offered by the dealer and displayed on the vehicles window sticker addendum and, as applicable, Alabama Seller Administrative Charge; California Dealer Document Processing Charge; Kansas Dealer Administrative Charge; Missouri Administrative Fee; North Carolina Dealer Administrative Fee; Tennessee Dealer Processing Fee; ***** Documentary Fee; and ******** Dealer Processing Fee. All advertised vehicle prices include, as applicable, *************************** Charge; ***************************** Charge; and ************** Closing Fee. All prices exclude all taxes, tag, title, registration fees, and government fees. Out-of-state buyers are responsible for all taxes and government fees, and title/registration fees in the state where the vehicle will be registered. All prices include all manufacturer-to-dealer incentives, which the dealer retains unless otherwise specifically provided. Dealer not responsible for errors and omissions; all offers are subject to change without notice; please confirm listings with dealer. Vehicles may be available for transfer upon request. Transportation charges may apply. Please contact the dealership for more specific information. All vehicles are subject to prior sale.

  We do our best to ensure transparency and accuracy, and we appreciate your understanding.

  
  

  Customer Answer

  Date: 04/08/2025

   
  I am rejecting this response because: The business clearly has an option on their webpage for Get Todays Pricing and while going through all that information, it showed that the business has the Jeep listed for under $3000. Now that they are being called out that the vehicle is listed for $3000, they want to back pedal and say that its errors and omissions, of which they never say what errors it can be. Basically this gives the business to do a bait and switch on pricing any day that they want to. They can say $5000 right now and then afterwards they take it back. 
  

  It is 100% false advertising.  I would understand if this company had the correct price when I filled out the financing option for it. But when I submit all documents, including my license, insurance and registration, and the amount does not populate to what they want it to, it is clearly false advertising and a bait and switch.  They can say any amount after that instance which is illegal. By saying all offers are subject to change without notice or it is errors, they will never be held accountable. If I fill out the information fully, they should have to honor that.    

  
  

  

  Business Response

  Date: 04/10/2025

  As a dealership in the business of selling vehicles, we acknowledge that, on occasion, keying errors can occur. We sincerely apologize for the mistake reflected online. However, the vehicle in question has a market value of nearly $70,000, and we would not intentionally list it with a $3,000$5,000 discrepancy. This is precisely why we have a website addendum in placeto account for potential human error.
  We want to emphasize that there was no intent to mislead, nor was this a case of bait and switch. That said, we are willing to honor a sale price of $69,801.40 for the vehicle.
  If that offer does not meet your expectations, we sincerely apologize for the confusion. Should you wish to pursue this matter further, you are welcome to have your legal representative contact our attorneys directly at **************.
  

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had a *** warranty since we purchased the car in spring of 2017. We renewed the warranty and all together we paid over 7K for the warranty in a timeline of seven years. We take care of our *** and have all documentation to include receipts, reports, and videos and feedback that we maintain our car. Not once did they suggest any actionable services on behalf of *** Murrieta besides that traditional oil changes therefore, preventive maintenance was not actioned. A few months ago, our warranty expired and as you all know, *** does not extend beyond seven years, and I see why now as a concerned consumer whose vehicles service was pointed out but never actioned until the warranty is void. The service department is misleading and untrustworthy. This is very wrong and ethically unacceptable.

  

  Business Response

  Date: 04/07/2025

  Well be splitting the charges with him, and hes agreed to move forward with the work. Hes currently scheduled for service this Saturday and expressed his appreciation for the support.

  Customer Answer

  Date: 04/07/2025

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

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** Hendrick ********* of Duluth is a pitiful establishment with robots as sales rep. **** are unmotivated and lack basic communication skills. I was sold me a lemon on February 25 of 2025. I purchased a 2017 *** I drove the car less than 48 hours and returned the car to the dealership. I was told that they were going to take the *** to the Sister location (******) and that I would be given a loaner. I agreed and had a loaner for approximately 32 days during this 32 day time I received zero initial phone calls from **** Hendrick *********. All communication came from my end. I was only told to enjoy my trip and that my vehicle Was undergoing repairs during the waiting. Period I was also told that due to recent tariffs that we were waiting on parts I was basically given the runaround the entire duration of the ************************************************************************ when the ***** track I was given as a loaner was now being sold. **** asked me if I could return the vehicle and I would get another loaner. I advise my sales representative **** ******* that I had to get off of work and come after work, he understood I was under the expectations that I would have a loaner vehicle waiting for me when I got to the dealership there was no loaner vehicle and no one knew exactly I was talking about. I received a phone call the next day. **** delivered another loaner vehicle to my home and picked up their vehicle that they sold. I was then told them my vehicle was ready when I got to the dealership the car that I left ******************************************************************************************** a vehicle that had engine failure lights.

  

  Business Response

  Date: 04/09/2025

  The dealership is in the process of selling the customer a different vehicle. The customer has expressed that she is satisfied with this resolution and intends to close out this BBB complaint.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2011 ****** Camry on February 22, 2025 for ******** at the Hendrick ***** on8901 **********. ********* NC *****. The dealership has failed to register the vehicle. They were supposed to transfer a tag. All this time I have been driving with tags that are registered to another vehicle because I had trusted that they would submit registration paperwork. I have reached out multiple times asking if the vehicle has been registered and every time, I was told that it was. Clearly, I was being lied to every time I asked. I went two times to the *** to see if the dealership had had submitted registration paperwork to them but was told that they hadn't, and the *** told me that it shouldn't take too long for them to submit registration paperwork. I reached out to the title clerk two times, and she would never return the call. Finally, I was able to reach the title clerk on April 2nd and was told by her that they had not registered the car as of April 2nd and that she would call me back in 5 minutes. A couple hours went by, and I called back the dealership asking for the title clerk since she had failed to call me back and was told that she had left for the day. I went to the dealership and brought the car back along with the two keys and told them to refund me my money since they had failed to register my car.

  

  Business Response

  Date: 04/07/2025

  We have spoken with the customer and we are unwinding the deal per his request. 

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a Kia ******* on 22 MAR 25 from Hendrick. We "shopped" with them the day prior and talked about current specials. During that shopping trip on 21 MAR, they mentioned a special 1.9% APR for ********. The online specials also include a $3500 "Hendrick savings" discount on ******* hybrids, which we purchased. When time came for closing our deal, we were told that we get EITHER the 1.9% or the $3000 (not $3500), and our rate if we choose $3000 was 6.75%. We couldn't get the full $3500 because we were also told that to get the full amount, we'd have to purchase $2500 of additional items that we didn't really want.Nowhere in the store or online explained that the special APR and the $3500 were a choice - or that the $3500 had caveats. In one small print section online, it states that "Offers may not be combined except where specified" but for something as large as their "Spring Sales Event," I think the "1.9% or $3500" should be spelled out. None of this was revealed until we were ready to sign the forms.

  

  Business Response

  Date: 04/03/2025

  Upon reviewing Mr. ********* purchase, he was presented with two financing options:
  $4,250 discount with standard rates.
  $1,250 discount with a 1.9% APR.
  The initial price sheet included an accessory package totaling $2,891, with Lojack ($1,495) listed as optional. Ultimately, we discounted the accessory package by removing Nitrogen ($199), All-Weather Mats ($399), and the optional Lojack system.
  Our advertised $3,500 discount includes a $3,000 *** ******* rebate and a $500 dealer discount, with additional incentives available for military ($500) and *** loyalty ($750), both of which Mr. ******** received. Instead of showing the $500 dealer discount separately, it was applied through accessory package reductions.
  We regret any confusion during the purchasing process and acknowledge Mr. ********** concerns. As a goodwill gesture, we are offering the $500 difference he believes he is owed.
  
  

  Customer Answer

  Date: 04/03/2025

   
  I am rejecting this response because:

  We wanted 1.9% APR, $500, and to help others - clarify both the low APR choice and the $3500 choice on the Hendrick website. 

  The website is not at all clear, and we want to help others here.

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

  
  

  

  Business Response

  Date: 04/04/2025

  Our disclosure states, Offers may not be combined except where specified. However, our listing does not specify any instances where offers may be combined.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 27, 2025, I purchased a vehicle from Hendrick ****** Merriam, located at *************************************. I financed the vehicle through *****The finance manager, ******, failed to provide the exact amount I needed to finance. As a result, **** paid $28,000 to Hendrick Toyotamore than was necessary. Additionally, on March 15, 2025, I canceled an extended warranty and am due a refund of $1,436.The total amount owed back to **** is $4,147.55. Despite numerous attempts to resolve this, I have been repeatedly told by the dealership that they are "working on it," without ever providing a timeline or proof that the funds were returned to ****. They have also stated they will not provide documentation once the funds are ******* has now been over a month since I purchased the car, and I am still making loan payments (with interest) on the full $28,000 loan amount. I was told by ****** ******* today that **** will eventually provide me with a credit for the interest, but this is still unresolved and *************** this point, I have lost faith that Hendrick ****** Merriam will ever follow through on issuing the refund or communicating transparently about the status of this credit. I am requesting immediate resolution, including a full refund of the $4,147.55 to USAA and written confirmation that this has been completed.

  

  Business Response

  Date: 04/01/2025

  Our ******* has received the check request for both the overage and the product cancellations. They are expected to process these within the next 48 hours, after which the funds will be distributed back to the lender, as they originate from loan proceeds.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 27th, I found a plastic inside of headlight got ripped out and dangling. I was confident that *** will handle this and fix it with warranty because it didn't get caused by any accident. On march 28th, I brought the car to dealership at ******* *** and they were happy to investigate the issue. On march 31st, they informed me that they found the paint damage on front bumper and they made the decision to not cover this under warranty. I explained to dealership that the paint damage was caused by paint protection film and never had any front damage, and they didn't reply on the comment and finalize the decision without verifying my comments or any communication.

  

  Business Response

  Date: 04/02/2025

  *** was involved they are very strict on trim especially exterior. We sent photos of the client concern. *** Tsara responded with 3 accidents on the car fax. Collectively deemed to be outside influence. 

  Customer Answer

  Date: 04/02/2025

   
  I am rejecting this response because:
  

  Three incident that they mentions is nothing to headlight damage. If ******* *** wants to correlate those incidents to headlight deformed, that argument fails because it happened 1.5 years ago. if the headlight was truly damaged from those incident, this would surface during those inspection period but it didn't. To me, this is just one of those attempts to save their operation cost by connecting the dots that doesn't event make any sense. 

  
  

  

  Business Response

  Date: 04/04/2025

  We sold the car new but not to this client. It appears the client is trying to hold East Bay accountable for an issue they have with BMW. Carfax shows that this vehicle was in 3 collisions. There is nothing further that the dealership or Hendrick Automotive Group can do regarding this issue. 
  
  
  

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of last year my wife bought a truck from ****** apex and they added on a extra 3k package into the price without explaining it was separate from the price upon realizing we tried to get a refund which was allowed per there contract rules we were lied to several times about the status of our refund and have been trying to get the money back for about 5 months now

  

  Business Response

  Date: 04/02/2025

  This was processed on 3/20/25 (check attached) & delivered to lienholder on 3/28:

  Customer Answer

  Date: 04/02/2025

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