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:09/28/2022

  Type:Customer Service 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 May 2022, I sold ****************************** my 2022 ***** Tahoe. I still have not been paid the full contract amount that we agreed and signed to. After months of numerous phone calls to the business, I finally received a check in the mail, but not the entire amount. I was shorted $59.28 because they paid the vehicle loan off late and were charged additional per diem interest. That is on them. I just want the rest of the amount of money that Im entitled to.

  

  Business Response

  Date: 09/30/2022

  We will reimburse the customer in the amount of $59.28. The check will be addressed to **************** directly and sent to the address on file via USPS.

  Thanks

  
  

  Customer Answer

  Date: 09/30/2022

   
  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:09/27/2022

  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 took my vehicle in September 7th, 2022 They are refusing to return the vehicle, due to waiting on a part. I spoke to the parts manager and the part has been there for over a week now, and they are still lying, saying the part isnt there. I dont know what else to do but I cant get my vehicle back. They wont call back. They wont answer the phone. They arent responding to text messages.

  

  Business Response

  Date: 09/28/2022

  The last part didnt arrive until Friday.  The technician had to finish the jobs ahead of it (had approval and parts here first), prior to installing his special order parts.  The customer has been made aware of this on several occasions.  He has spoken to the lane manager or his advisor almost every day.  He is frustrated with the how long it is taking to get his vehicle back.  When he called our parts ***** he was accidentally told that all parts arrived on the 17th, so thats why he claims were lying.  No one has told him he cannot pick up his vehicle. 
  
  I pulled all recorded phone calls and it sounds like hes been updated with transparency and honesty. 

• Initial Complaint

  Date:09/23/2022

  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 September 21, 2022 I purchased a Chevrolet Silverado **** from this business. When shown the total breakdown of payment, a $**** LoJack was on the ticket as well as an oil change program for an extra $400. I asked for the oil change program to be removed and that was done no problem. I asked for the LoJack to be removed and not be charged the extra **** and was told it can't be taken off. I then asked the finance personnel if it can be taken off and not charged and was told "that's on every one of our cars". I purchased the truck and reached out to the Sales Manager the day after due to being purchased late the night before. The sales manager told me " that's just what they add to all of their vehicles". I asked if it can be removed and he said "sure it'll only take a technician about 10 minutes to removed but you can't get your money back". This makes no sense to me as when the day before I asked for it to be taken off and removed from the bill and told no but the day after I'm allowed to come and have it removed but cannot receive my money back. I don't see how this is morally correct in any way and what I would like done out of this is the LoJack be removed and my $**** be returned. Right now the dealership is making no mends of it and simply telling me what was stated above.

  Customer Answer

  Date: 09/23/2022

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

  5930 *****************

  ******* ** 27617

  

  Business Response

  Date: 09/28/2022

  
  
  
  After looking into the matter and discussing with the sales associate and management involved it was determined that the customer did ask about the Lojack being taken off of the vehicle. We advised that we do install units thru our reconditioning process and he completed the transaction.  The matter escalated after the transaction was finalized in part to him returning to work at a nearby competing dealership.  There wasnt any  concern about the unit but about the pricing and we assured customer that he received a fair overall purchase.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18064278
  
  I am rejecting this response because:
  The fact that I work at a local dealership has nothing to do with this. I'm a technician in service. The fact that you advertise a price, then show the $1500 being tacked on after you run credit and approach with the sales list is wrong. I asked numerous times to have it removed and yes, I did purchase the truck regardless due to the market. You are taking advantage of said market and adding on items that customers don't want or need. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/06/2022

  We are sorry that **************** does not agree with our accessory or addendum policy however he chose to follow thru with his purchase regardless.  It is common practice among most dealers in our area including his employer. To say taking advantage of the market would apply to them as well and Im sure that is not their intent nor ours. He was free to decline the truck at any point in the process. We will revisit our process and make sure that management and our sales team review the options with customers thoroughly before they sign off and acknowledge.  This is common practice already but this instance will prompt even more attention to customer satisfaction and knowledge

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18064278
  
  I am rejecting this response because:
  
  This is not true. A team member even made the comment that many people don't like this practice and also, your attempt to up sell a warranty gets denied often because of the LoJack accessory cost. Clearly it's been happening for a while and you have not made any changes as to whether the customer can accept or decline the accessory. Again, I purchased the truck because of the market and not being able to find one. It still does not make it right that you will not allow a customer to decline an accessory, and also tamper with important wiring under the dash which can cause issues in the future. This information was not disclosed to me prior to being forced to keep the add on that I did not want. Now,  my (new to me) vehicle has tampered wiring and was not disclosed nor allowed to be removed prior to purchase 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/07/2022

  As we stated previously we are sorry that **************** does not agree with our policy, but there is nothing further that the dealership or Hendrick Automotive Group is willing to do regarding this issue. 

• Initial Complaint

  Date:09/22/2022

  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 arrived at 6:20 am on Saturday to have my tires checked and to have my center console charger checked. The service advisor got into my car turned it on and then said your tire pressure light is bleeping that means you need to have a diagnostic completed. He says its $75 for diagnostic. I wait for over an hour before the service advisor comes back and says all of your tire pressure sensors have codes and they need to be replaced. However, he says I recommend replacing the front left tire sensor because it isnt reading. I then ask him was the tire checked. He says no the tire pressure light only blinks when there is an issue with the sensor not the tire. I then say to him the front left tire looks different from all the others and I saw a nail in it. He looks puzzled then says he will have them check it but the sensors still need to be replaced. I wait another 45 minutes to an hour for him return and tell me that the front left tire needs to be replaced. He tells me that my two warranty doesnt cover installation of the tire and says that it will be approximately $66. I was not give a written explanation of why I have to pay when the tires are under warranty. He never gives me an update or estimate concerning the center console charger. I wait another hour for my car to be ready. He tells me my total and it doesnt make sense. The center console charger was fixed without giving me an estimate and getting my consent for repair. He told me I was charged a diagnostic fee for the center console charger but I never agreed to that either. The receipt is filled with inflated and illogical charges. I feel like I was scammed in order to inflate charges and to get me to obtain unnecessary services. At checkout, the service advisor told me that the tire pressure light will continue blinking when I turn on my car despite my tire being replaced. Nonetheless, I drove from *********, ** to **********, ** that same day and the tire pressure light has not come back on.

  Customer Answer

  Date: 09/22/2022

  Hendrick **************
  7670 *****************************************************************************

  

  Business Response

  Date: 09/26/2022

  Spoke to customer. Apologized.  Advised will refund $135.44.  Advised customer to pair with ********************* going forward.  Customer advised lives in ** but was here for the service that day. Advised will have a check sent to her. She will reach out to Chip if having service here in the future.
  
  *****************************
  Customer Relations ************************************** *******
  Direct Line:  ************
  ************************************************************

  Customer Answer

  Date: 09/26/2022

   
  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:09/22/2022

  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.

  The dealership *****************, and in particular the service manager ***************** are providing misleading customer expectations and the worst customer service I have seen in my entire life. Blaming everything on supply chain issues they scheduled a service appointment for a $100K vehicle in April for today (September 21). I re-confirmed the appointment by phone several times. Upon arrival this morning I was told that they "didn't mean to service the vehicle - but only to intake it for 2 weeks and maybe be able to diagnose the problems). When I asked to talk to the service manager due to the unreasonableness of expecting customers after 5 month wait to leave the car for 2 weeks just to see if they can get to it, I was introduced to *****************. He point blank told me that "****** has grown to almost 2 million people, there are 100 cars waiting ahead of you, and it is nice to be so busy so if you don't like it you can leave". It is completely unacceptable that the service manager openly tells customer that since the market is so great, it is a nice to be busy and he no longer cares about providing any service. I have been loyal to the Audi brand for over 20 years having owned or leased 8 different cars over this period. This type of completely unacceptable customer service combined with operational incompetence (other neighboring dealerships in ***** such as Audi Central ******* seem to be able to serve customers, have parts and offer much shorter turnaround times). I will be reporting the situation to Audi corporate as well because I believe ***************** and ***************** in particular do not deserve the privilege of representing a good brand as they destroy customer loyalty through their disrespect and lack of service orientation.

  

  Business Response

  Date: 09/26/2022

  
  This client arrived for his scheduled appointment on Wednesday morning. ****** set the expectation on when to expect diagnosis/repair. The client was not satisfied with the expectation and became irritated.
  The client then ordered ****** to get me involved. ****** felt intimidated/harassed by this clients demeanor/behavior.
  
  I didnt actually have chance to have a proper introduction with the client due to being talked over. I attempted to explain our current capacity issues and attempted to confirm the time frame expectations.
  
  The client continued to talk over me during the conversation and even stated that he no longer used the central ******* location because they were a joke and it was appearing that we were also a joke.
  
  Our current time frame for diagnosis/repair is two to three weeks from drop off due to capacity constraints.
  
  The only scenario for resolution in this clients eyes was for ***************** to put his Audi in front of all the other clients vehicles that are already here waiting for service/diagnosis.

• Initial Complaint

  Date:09/19/2022

  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 oct. 25th 2021 my wife and I found our 2016 Jeep Wrangler that my wife was in love with and we were going to go buy for the listed price of ******. We arrive, drive the Jeep, negotiate term and payment. We agree on 968 with a **** down to pay off my negative equity to start at a clean slate. I said that was a little high and they assured me there was no option lower than with ***** Fargo. But while hassling with my payments they advised me that bc my Jeep was under ****** (******) that I was covered under a FREE warranty and asked me if that was something I still wanted going into this vehicle they needed to know so I said yes. That was the first lie, they added a ********************************************************************************************************************************* that there was a warranty price. He had a desk view signing computer and had the pages zoomed into where I couldnt read only could largely sign my initials and name and talked me through what I was signing for each one and only showed me the ******. Second lie, the Jeep was just brought in so since we traded in they offered ** a Jeep loaner car so we took that and they couldnt get the Jeep ready and apologized to us because they forgot paper work for me to sign and made me drive back twice in one week ( hour and half drive) to situate things with them. When I got the Jeep back it had black mold on the roof I didnt notice before and I asked them to please clean it out and they didnt so I just settled and went home and did it. The Jeep was at low gas which is fine just a little unprofessional, but then they offered me 6 free oil changes for the inconveniences so I said that would suffice, I LOVED when I got my letter from ***** Fargo and it said my loan was for ****** dollars instead of the ****** I thought I signed. My payment is higher that it should be and Im in huge negative equity now. Refunded my warranty but I had to call so much they blocked my number to avoid it.

  Customer Answer

  Date: 09/19/2022

  The address of the exact Hendricks we used was ******************************************************************* and the name of the dealership is Hendricks Chevrolet , located in: Hendricks ****** auto mall.

  

  Business Response

  Date: 09/22/2022

  The customer signed three different documents, attached, that states the total dollar amount of the extended service agreement. Our docupad system makes everything very transparent and I am unaware of any ability to zoom on each of these documents to where the customer could not see the pricing. The customer requested to cancel the extended service agreement  and maintenance program a month after purchasing. We did this and the lienholder was refunded the full amount. At that point, the customers loan would have been reflective of the vehicle sales price, tax/tag/title, admin charge $749, gap, and their $177 of negative equity. The customer signed up at a *****% interest rate.
  
  Our process is transparent. We do not feel we owe the customer anything.

• Initial Complaint

  Date:09/15/2022

  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.

  My suburban 2018 is in service center at **** Hendrick ************************* almost 7 months. They told me the part is still in transition.They dont update any information unless I made call and its hard to get a call back as well.Transition date. Feb, 17th amount $1795.80 I still have to make payment for loan and insurance even though I havent seen my car for 7 months. They didnt let me use loaner car so I have to pay my rental car cost me over $1200 every each month. I am in financial difficulties situation now.I cant wait any longer.

  

  Business Response

  Date: 09/20/2022

  The only thing we have been getting from GM is that there is no availability or eta due to a component issue. Please see the latest message from **** below, we have a couple of these on backorder and this one is the oldest of the 2. This is a GOODWILL Repair with GM Participation meaning this will be repair will be processed  as GM WARRANTY, so we have to use factory Parts. We understand the customers frustration but unfortunately this is out of our control and something that we are not able to expedite due to availability. 
  
  
  
  
  ***091422 HR 08 MIN 08 SEC 55
  PART 19368175 IS CURRENTLY NOT AVAILABLE DUE TO
  COMPONENT ISSUE. THE TENT DATE FOR RESOLUTION IS
  UNAVAILABLE. WILL PROVIDE AN UPDATE ON 09/21/22
  
  

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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.

  Traded a car and purchased a car July 16, 2022. We left in the car we were trading in due to the fact there were cosmetic repairs needed on the car we purchased. We were told the car was ready to pick up that following week(3 to 4 days after purchase). We picked up car and turned over our trade in, however the cosmetic repairs hadnt been done. We were told to schedule for the repairs to be done. We asked why we had to wait to come back for the car if repairs werent complete and we were told they had to perform their routine maintenance, service and inspection. Then we took the car back 2 days later for the cosmetics to be repaired and was without the car for another week. After having the car for a week, the check engine light comes on and we took the car back to the dealership. We stopped at OReilly auto parts to get a diagnostic report in route to the dealership to show them the results. When we arrived at the dealership the check engine light was no longer on and we were told that without the light on theres nothing they can do and to wait for the light to come back on then bring it back. Two weeks later the light reappeared and the dealership is saying there is no warranty. During this entire process we asked to get out of the contract and were told we couldnt due to Georgias no cooling off period. This is totally unacceptable.

  

  Business Response

  Date: 09/19/2022

  Out of good faith because of the check engine light being on just after purchase, we have taken care of the repairs and are going to deliver the vehicle to the customer this afternoon.

  ************************* GSM Hendrick Chevrolet ****** 

  Customer Answer

  Date: 09/23/2022

   
  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.

  The car was "repaired" and delivered as stated in the response, however, I am not satisfied by the process of getting the car repaired.

  I still feel undervalued as a customer and would not have went into this agreement if we knew the car had problems. As a customer I feel the car was misrepresented and I could have done business elsewhere.

  I would still rather the contract be null and void and made whole again.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/06/2022

  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 brought my truck into your repair shop for the transmission slipping. That was over 1 1/2 month ago. I was under the understanding that it was covered under the power train warrant. I was never given an estimate for any work beyond that. After about a month, I received a phone call and informed that the problem was that the radiator sprung a leak into the transmission line. They had a radiator ordered along with other parts. I was still never told that this was not covered under warranty nor was not given an estimate of what this was going to cost me. It was just the other day after waiting for over 1 1/2 month, I stopped in to see why it was taking so long to repair my truck. it was not until then when I was informed that it was not covered under the warranty. I spoke to the service manager ****************************. He told me that it will cost me over $5000 to repair my vehicle. He was trying to blame the service writer for being new and not knowing about warranty work. I told ********************** to put the truck back together and I will pick it up. I told him of my concern that I was never informed that this was not covered and never received an estimate. I then left the dealership. I no sooner got home, I received a phone call from from **********************. He said not to tell anyone but he would repair my truck and all I would have to pay for was just the radiator. I asked how much that was going to cost me. he told me about $800 I still refused that deal. It should not be my responsibility to pay anything for your lack of training and supervision of your service writers. I have a rental car for over one month now that your dealership got for me. I was just told in a voice mail that your dealership call the rental company and told them that you ( GM) will not pay for the rental. I was also told in the voice message that my truck was ready to be picked up. I could come and get it and have it towed out. I drove it into your dealership so I should be able to drive it out u

  

  Business Response

  Date: 09/08/2022

  We found out that this customer has an extended warranty on this vehicle.
  
  We called his warranty company and they are covering the repairs.
  
  The client is aware of this as of yesterday should have his vehicle ready by Monday.

• Initial Complaint

  Date:09/03/2022

  Type:Customer Service 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 vehicle from ***************************** Chrysler, Dodge, Jeep, Ram on 06/25/22. I put $1,800.00 down on the vehicle and I have already made two payments on this car. They told me that it would be ready for me to pick up on 06/30 or 07/01. I called the salesman several times and left messages by through 07/05. I finally went to the dealership and was advised that I wouldn't be able to pick up the car until the end of the week, which was 07/08. The car was still not ready. I called several times, they kept ignoring me, I drove there again, and they said it wouldn't be ready until 07/09. I asked them to bring it to me, which they finally did. I went to get my tag and was told the car was pending in my name and I was given an extension through 09/08/22. I have called the dealership almost every day, the car is not in my name and my tag is about to expire. I was told that I wouldn't get another extension for my tag from Gwinnett ****************** Please help!

  

  Business Response

  Date: 09/09/2022

   The Hendrick dealer they purchased the vehicle from needs to provide them with a signed SPOA by the original owner to complete the transfer. Once they receive the completed form they can complete the title work so that the vehicle can be registered by the new owner. If the customer's ****** tag has already expired the store has agreed to come up with alternate means until the title issue has been resolved. This might include drafting a rental agreement & furnishing the customer with a dealer plate temporarily or putting them in a rental vehicle. We need to ensure someone at the store contacts the customer and determine the best course of action to assist until the vehicle can be registered.

  Customer Answer

  Date: 09/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.
  

  The problem is that I have already received a 30 day extension and Gwinnett County will not give another one.  When I purchased the car, I had a 45 day temporary tag, and Gwinnett County tag department gave me a 30 day extension when the 45 day tag expired and said they will not give another extension.  I spoke with someone at the dealership today, and he said that they cannot give me a rental but they would email paperwork to me just in case I get pulled over, and I would be able to show the police the paperwork, but I havent received anything!  They said that they would scan and email it to me at 11:30 today, and its now 3:45 and I received anything from them.  All they have done is told me lies. I just want my tag!
  
  Sincerely,
  
  ***********************