Complaints

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

close

Find a Location

Hendrick Automotive Group has 115 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hendrick Automotive Group

  6000 Monroe Rd Charlotte, NC 28212-6119

  
• 

  Dale Earnhardt Jr. Buick GMC Cadillac

  1850 Capital Cir NE Tallahassee, FL 32308

  
• 

  Dale Earnhardt Jr. Cadillac

  1850 Capital Cir. NE Tallahassee, FL 32308

  
• 

  Gwinnett Place Honda

  3325 Satellite Blvd Duluth, GA 30096

  
• 

  Rick Hendrick Chevrolet Atlanta

  3277 Satellite Blvd 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:08/22/2022

  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.

  I've been treated extremely poorly since I've purchased my vehicle CASH! I've made numerous calls, attempts, and reports about my vehicle and parts of it that never worked since I bought the car, I've been cursed at by employees, I've been told I had to spend 160$ For a diagnostic when this is something they should've made sure was okay before selling the car! They once tried to get me out of $800 worth of work that should've been done before the car was sold! The service manager promises to call me but I NEVER get a call! I will also leaving a complaint as no one should spend their money here unless the car is BRAND NEW ! Even then, I suggest going to ******** instead way better dealership and that's where I should've gone. I regret purchasing from Hendrick ****** and a few others will be making reports also being they have experienced the same thing or worse! Car came with damage underneath the bumper, charger ports that don't work (3 out of 4 of them!), and no floor mats, to say I came in with 20k to spend I should've received better service! Hendrick should be ashamed because that's a horrible dealership, so he's failed tremendously. You can't even trust the technicians! They do things to your car while in shop to make it seem like your car has an issue. An issue that they created! Worst car dealership in **********.

  

  Business Response

  Date: 08/22/2022

  Thank you for the candid feedback on your experience with my staff at Hendrick ******* I sincerely apologize for the level of service you received. I realize we are not perfect, and feedback like you have provided is one of the only ways we can improve. I have already had a meeting with the parties involved to?review?your experience with them and see how we can prevent this happening in the future.? At this meeting we reviewed  numerous emails / recorded phone calls in which we asked you for further information or at least for you to come into the dealership to research your concerns. The last email communication with your ************************* account (attached) was in early June and you still would not provide us with any, diagnostic information, legal contact information, context or direction on how to move forward. We would (as much as you) like to address your concerns and do all we can to assist. We just need a little help from you to make it happen. 
  
  
  With that being said, If you are just more comfortable filing a complaint and discontinuing communications, than please accept my sincerest apology. We want every experience with our dealership to be an excellent one. Congratulations?on your purchase and thank you again for the opportunity to work with you.
  
  Respectfully,

• Initial Complaint

  Date:08/17/2022

  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.

  Aug 2nd, I brought my vehicle for service. I had a recommended oil change, transmission fluid change, brake fluid, 2 new tires but I put 4 new tires. I was advised that everything looked great and had minor maintenance recommendations for later to do. My vehicle never drove the same after maintenance. My vehicle drives rough and there is a flapping sound from my tires when I drive. I called the service department about a week later about the issues I was having and got hung up on, probably accidentally, I tried several times to call back but couldn't get through. I finally got an appointment on the 12th for the issues on my vehicle. I also asked if I could get a state inspection as well. After hours waiting, the tech got me and said I was all ready to go. And then, I was told the ** cover was not fully secured and was the cause for flapping and that I had metal shavings on my oil dipstick and told the crankshaft pully and bolt was out of balance. They changed my oil again and said they heard knocking sound but kept beating around the **** and not giving me straightforward answers. Nobody every approached me in lobby to info me of any issues with my vehicle, which has always been my experience. They had no business changing my oil again and didn't put it on the report bc they're covering up they're tracks. They did damage to my car. I believe they went into area's in my engine bc they got my vehicle mixed up and had the wrong one. I find it most disturbing how the language was used, "This issue was noticed by multiple techs". Why? . . . bc they are covering up what they've done. My vehicle drives rougher and the flapping is still there. I understand that this business just like other businesses are short staffed and everybody is working under pressure. However, integrity, compliance, and commitment hasn't changed to the paying customer. Thank you so much for your help in this matter.

  

  Business Response

  Date: 08/23/2022

   We have reached out to the customer directly and are awaiting a response in an effort to resolve. 

  Thanks

  Customer Answer

  Date: 08/23/2022

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2019 ***** Odyssey had a safety recall problem and brought my car to the Hendrick *********************** where I bought the car. This dealer asked me to authorize a diagnostic fee of $155 plus the repair fee. I told the agent and the manager about the recall (NHTSA Recall number: 20V-439) symptom that my car has. It rebooted (All the instrument displays were dark) by itself while we were driving on the highway. This is a safety issue and it happens randomly.

  

  Business Response

  Date: 08/15/2022

  There are no open recalls for his vehicle and his vehicle is out of warranty. I told him that he needed to approve ******** fee then once we found out what was wrong with his vehicle I would reach out to ***** on his behalf to see if they would offer him any goodwill assistance. He then threatened  me with his attorney and I politely told him that our discussion was over and that he can take his vehicle.

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17707671
  
  I am rejecting this response. As I have stated above, this is a safety related issue. I even pointed out the recall number and this dealer refused to look at it because my car was out of warranty. This dealer manager wanted me to pay upfront for this recall problem and fix which is unacceptable. It is unlawful to charge the customer for the recall problem repair. 
  
  Sincerely,
  
  **** Le

  

  Business Response

  Date: 08/16/2022

  As we previously stated there are NO open recalls and the vehicle is out of warranty. There is nothing further that the dealership nor Hendrick Automotive Group is willing to do regarding this issue. 

  Thanks,

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deal presented numbers were the same, but the amount of the warranty changed. Dealership added to the price of the car instead of the $3500 warranty they had offered. Only agreed to as I knew If ever traded I would be able to get the warranty money that was not used back. Warranty was reduced to $1987 rather than the agreed to amount of $3500. Was rushed through financing and even told none of the documents required any reading and even told that was their fastest finance guy there to get me out the door. Clearly to cover the switch they did in the financing numbers.

  Customer Answer

  Date: 08/11/2022

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

  

  Business Response

  Date: 08/15/2022

  We had to cut the price of the warranty to keep her at the agreed upon payment because the interest rate jumped up. It was originally submitted to Ally with $850 cash down, but she decided to put zero cash down. We definitely didnt make any changes to the price of the car. The price in ******** matches the price on the pencil from eleads. No changes in trade allowance either. All the front end numbers stayed exactly the same.
  
  As for telling her the documents dont require reading, I have no idea what thats about. I would obviously never tell a customer they cant read what theyre signing.

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17703061
  
  I am rejecting this response because:
  You offered the $0 down as more of an incentive for me to purchase certainly not my idea. Also offered was the $3500 warranty. The written amount on the deal sheet was $3500, but suddenly changed in the final papers. Accurate that the bottom dollar did not change but the warranty amount did which is no longer refundable money. This was also incentive for me to purchase as I knew if it were not used it would be refundable. If this were to change it absolutely should have been communicated. 
  
  Sincerely,
  
  ***********************-Fisher 

  

  Business Response

  Date: 08/15/2022

  The warranty is the same. Just sold it cheaper due to them not putting the $800 down payment. Bank would not allow the warranty to be sold for $3500.  Nothing is different except for the amount she was charged.  Same coverage and same time frame. 
  
  
  

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17703061
  
  I am rejecting this response because:
  Refundable amount did change and it was not communicated. 
  
  Sincerely,
  
  ************************************

  

  Business Response

  Date: 08/19/2022

  Not sure we have ever had a customer be upset about lowering the cost of a warranty. In the end, our finance department did what was necessary in order to help the customer achieve their goal of purchasing that vehicle. There is nothing further that the dealership nor Hendrick Automotive Group is willing to do about this issue.  

• Initial Complaint

  Date:08/08/2022

  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.

  **** Hendricks ************************************************************************************************* My mom bought a in 2015. Currently, the car is giving her issues. She went to CarMax to trade it in, they gave her a good offer, and she picked out the car she wanted. Unfortunately, she cant trade it in, due to the *** never receiving the title when she bought the car in 2020. Call Hendricks, and Im told the AUCTION never gave them the title. That they would have to contact the Auction to get the title. However, Hendricks is acting like its no big deal. Her car is barely hanging on, and she needs it to get around. I need more empathy from Hendricks Chevrolet, being that they sold my mother a car, and was never concerned with getting the title. This is ruining her getting a car in a timely manner, and no one cares at Hendricks. Its just generalized answers. I wish someone would genuinely help ** because this is causing great dismay upon my mother.

  

  Business Response

  Date: 08/12/2022

  We are Requesting further documentation from previous customer to obtain a ****** Title in an effort to resolve this issue

• Initial Complaint

  Date:08/03/2022

  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.

  This complaint is related to issues with reception of the ** Radio signal not being received in the vehicle. After extensive trouble shooting with Sirus **; I was informed that I needed to take the vehicle to the dealer to have the radio mount replaced. On September 15, 2021; I took the vehicle in and the resolution was that they claimed to have resolved the issue with a reset process. After 30 minutes of leaving the dealership and being charged $107; I called to advise that the problem was not resolved and I was still not getting a signal.After treating to file a complaint; I was contacted by a Manager by the name of ************************* who claimed that they had just hired a new manager (***********************) and the issue would be followed up by him. After not hearing from ********************; I called ****************** and informed that I had not heard from anyone and requested a refund for services performed with no resolution or non-repair. ****************** stated that the issue would be resolved and that they would match the remaining amount of $100 plus the $107 that I paid to meet the deductible for the repair.I agreed and still did not hear back from anyone at the dealership. So, I called yet again and was told that the antenna mount was being ordered. Still no contact from the dealership; so I called again and was told via a voice message by Terrick that the mount was now at the body shop being painted. Due to out of area travel; I took the vehicle in on February 9, 2022 for a road check and was told that I needed tires. At this time; I was told that the antenna mount was there but needed to make a full day appointment for the replacement. On Monday, August 1st I went in for a scheduled appointment for what I stated was for an issue with the "cue" screen and to have the antenna mount installed. I was told by "rude" ***** that he could do nothing to my vehicle, So, I left and informed *** ******* who said I would get a call back and still no call back to date!

  Customer Answer

  Date: 08/03/2022

  The Dealership information is as follows:  ********************************************************, *************************************************************************************

  

  Business Response

  Date: 08/10/2022

  We not only have contacted the customer on her XM issues ,we have replaced her antenna (that warranty would not cover ) and we Paid the entire would be Deductible that she originally had agreed to split . Had her in the shop yesterday and had all work completed .

• Initial Complaint

  Date:08/02/2022

  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.

  This dealership committed blatant fraud, ********************* lied to me (I recorded this as well) telling me if I paid extra for oil changes and tire replacement that I COULD USE THIS SERVICE AT ANY ****** LOCATION! This was a outright lie. I paid almost $3,000 to Hendrick Automotive, I am a retired person living on less than $40,000 a fixed amount money and now I must pay out of my own pocket to get oil and tire repairs as I will never set foot at this ****** dealer because they corrupt and I can prove this beyond any doubt. I went to a ****** dealer in **** and tried to have my oil change done their with the Coupon Hendrick sent me and this **** ****** told me I was lied to, they did NOT accept this fraudulent coupon at any other location than Hendrick. This person told me to demand my money back and if they refused I should go to ****** Headquarters and file a compliant but the Hendrick Auto lied to ****** and I never got my money back. This was not the only fraud and lies that happened. I have all my emails with the sales manager *************************** showing he lied to me promising me that he would NOT send my paper work for my loan to my home address (WHICH DOES NOT HAVE MAIL DELIVERY OF MAILBOX) but he insisted I had to give him my home address and go out of my way to fax him a document proving my home address and he would ONLY use my home address so they would have a place to reposes the car if I defaulted on the loan but Priest promised all my paper work would go to my p.o. box, he lied, all paper work was sent to my home address, the letter carrier gave it to my neighbor who is a criminal and when I filed a police report we found out it was never returned to the *********** post office and now this neighbor has all my financial information (my social number, my loan info, my bank info, my po box info, all financial info no one should have other than myself. ***************** are corrupt and should be shut down for the danger they pose to the public.

  Customer Answer

  Date: 08/02/2022

  I am sorry but I don't understanf what you are asking me.  I saw a question "what is next".  There appears to be files connected to this email but I can't retrieve them.  If I you are asking what is next for me if you can not get my money back than I will try legal channels.  Please note that I am only seeing with one eye and there may be many typo's with my orginal statement and this email.

   

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

  

  Business Response

  Date: 08/04/2022

  Finance Manager ***************************** reached out to the Client to resolve her issue. He asked her if there was anything else he could do to help and she said "No". 

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17653958
  
  I am rejecting this response because.  This man that called me is a blantant lier.  I DID NOT tell him "no" there was nothing he could do to resolve this.  I am glad I recorded him.  I actually told him I would send him a copy of an email with the oil and tire certificates he asked for.   I told him I wanted my money back that I paid for these fruadulent services. This man is a conman like the his Manager of ******* ****, they are playing games with me as they did when I found out they had sent my ********** paper work to an address that they were told in an email for proof not to send the financial work to but they did anyway.  They have NO morals or ethicis.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/08/2022

  Our initial conversation was to revisit the Hendrick Autoguard products purchased to review the benefits and offer any assistance with fulfilment of these benefits at any Hendrick location.  She went to another dealership in **** and received ill advice and no assistance from them to fulfill her paid in full Hendrick Maintenance Policy by contacting us the dealer or calling the Autoguard toll free number.   This attempt was unsuccessful.   We will start the refund by forwarding all cancellation documents via email for her signatures for processing. 

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17653958
  
  I am rejecting this response because: I never received any cancellation documents that were promised from Hendrick Subaru.  This is the same game ******************* played with me for over one month last Sept when she kept promising to send me the financial documents from ********** so I could pay for my car.  ******************* is a Con Artist and I do not accept any thing from her until I receive a check delivered by *** or ***** to my home with a check for all the fraudulent charges I was promised for oil changes and tire replacement.  It only takes a day to prepare cancellation papers not four days
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/15/2022

  Hendrick ***************** is working with the Client to process her request for cancellation of vehicle protection products as swiftly & professional as possible.  In order to complete this process we will need the Client to supply the Dealership with the current mileage on her 2021 ****** Forester.   

  Our Admin. Assistant,  *********************** contacted the Client to retrieve the current mileage and she has refused. These contracts impose a legal & contractual obligation to follow the specific guidelines inserted below for cancellation by Client. The Client has  copies for them to be able to review these guidelines.
  To eliminate any further delays in processing we will need the current mileage of the vehicle.

  
  Once we have the current mileage:
  A pro-rata refund or the used agreement price, whichever is greater will be determined.
  Printed Documents are emailed to the Client for signatures, which she should email back
  All refunds will be paid to the lienholder, ******************* as directed by the contract.
  This pro-rata refund will be applied to her principal balance of her current contract with *************** auto loan of the 2021 ****** Forester
  A copy of check written to *******************, ***** out. We will email a copy of check & tracking # to the Client (we will not be able to furnish the Client  with any timeline of when refund will be posted to her auto loan account) she should contact ******************* directly for updates.
  Re-imbursement of the amount of oil change (completed @ Competitor ****** Dealer) sent to the Client's P.O. Box.
  Re-imbursement of cancellation fee of $50.00 per each contract cancelled and mailed to the Client's P.O. Box
  We will work diligently to expedite this cancellation as swiftly as possible once signed documents are returned. 

  Best Regards,

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17653958
  
  I am rejecting this response because: Hendrick ****** has again tried to deceive the BBB and me, I fear going forward since ******************* is behind all of the communication with this complaint that she will try to deceive me, the BBB and ********** into sending ********** a fraudulent refund less many hundreds of dollars below what I should receive.  In ******* last response she again lied trying to make the BBB think she is trying to help when she stated "I refused to give her assistant my car mileage, this was a total lie.  I told ***** the assistant that I would like to understand why she needed my mileage sine I had never used any of their services.   I asked her if they were going to prorate my refund, ***** said she DID NOT KNOW the answer and would have to contact ***** and the manager of this program and promised me she would e-mail me back.  She refused to email me back, I waited for days.  I just read the three extra services contracts and ***** lied again about the adm *** of $50. and how long it would take for her to send the cancellation to ********** .  The contract for tires stated she had to do it in THIRTY DAYS from cancellation.  Also there is an AMENDMENT INCLUDED IN CONTRACT from state of NC saying the adm is $50. or 10% of refund, which ever is less.  If ***** can send us a statement that she will follow the law and not try to deceive me again, than I am ready to go forward with this cancellation of all three services
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17653958
  
  I am rejecting this response because:

  Date Sent: 8/18/2022 9:48:41 AM
   
  Complaint: 17653958
  
  I am rejecting this response because: Hendrick ****** has again tried to deceive the BBB and me, I fear going forward since ******************* is behind all of the communication with this complaint that she will try to deceive me, the BBB and ********** into sending ********** a fraudulent refund less many hundreds of dollars below what I should receive.  In ******* last response she again lied trying to make the BBB think she is trying to help when she stated "I refused to give her assistant my car mileage, this was a total lie.  I told ***** the assistant that I would like to understand why she needed my mileage sine I had never used any of their services.   I asked her if they were going to prorate my refund, ***** said she DID NOT KNOW the answer and would have to contact ***** and the manager of this program and promised me she would e-mail me back.  She refused to email me back, I waited for days.  I just read the three extra services contracts and ***** lied again about the adm *** of $50. and how long it would take for her to send the cancellation to ********** .  The contract for tires stated she had to do it in THIRTY DAYS from cancellation.  Also there is an AMENDMENT INCLUDED IN CONTRACT from state of NC saying the adm is $50. or 10% of refund, which ever is less.  If ***** can send us a statement that she will follow the law and not try to deceive me again, than I am ready to go forward with this cancellation of all three services
  
  Sincerely,
  
  ***************************
  
  
  
  

  

  Business Response

  Date: 08/18/2022

  As we have previously stated numerous times, we will happily cancel the customer's contracts but she has to send us the mileage of the vehicle which she has refused to do. Until we receive the requested documentation there is nothing further that the dealership nor Hendrick Automotive Group can do to resolve the issue. 

• Initial Complaint

  Date:07/27/2022

  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.

  Woody there Service Manger was supposed to order A/C condenser and fix my air. He said he ordered part on July 17. We told him to order part He has scammed my mom out of thousands

  

  Business Response

  Date: 07/27/2022

  The Client brought the vehicle in yesterday morning.  Our advisor, Woody, took pictures of the area for the part to send to the insurance company to cover the repair.  We need to wait for the insurance company to go ahead with the repair.  The Client is aware of this.
  
   
  *****************************
  Customer Relations Manager
  ******************** **************
  Direct Line:  ************
  ************************************************************

• Initial Complaint

  Date:07/26/2022

  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.

  7/8/22 I took the truck in for a lighting issue. The driver side headlight was failing to fully illuminate from the daytime running light. The headlight was replaced under manufacturers warranty for a manufacturers defect. On 7/14/22 I returned to the dealership as I noticed a dent and a scratch on the driver's side fender that was not there before the replacement of the headlight. The dealership did not admit fault but offered to repair the dent and touch up the paint. After explaining I was not ok with touch up up paint that I'd prefer to have the fender repainted because the trucks paint is immaculate and also has a **** dollar paint protection coating applied to the paint. I was told they'd call me to schedule Paintless Dent Repair on 7/25/22. Today is 7/25/22 I did not receive a phone call to schedule paintless dent repair so I called the dealership to ask to speak to the service manager which I was told was not available. I was calling to inform them I was not happy about the situation and I still have received any resolution to this situation but I have also found more paint damage to the side of the truck that parts were replaced on. The painted bumper around the headlight is scratched and has damage, there are multiple small scratches on the fender above the wheel arch trim which has to be removed in order to replace the headlight assembly. There is also damage to the top edge of the wheel arch trim that was not there prior to repair which can rub the paint and cause further damage to the paint.

  Customer Answer

  Date: 07/27/2022

  ******************************************, **********************************************************

  

  Business Response

  Date: 07/29/2022

  Dealership tried to resolve, but Customer had Covid. They are supposed to come back into the Dealership next week to have their concerns addressed and taken care of. 

• Initial Complaint

  Date:07/22/2022

  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.

  Bought 2007 Lexus LS460 in 2011 from Hendricks ***********************. My cars armrest; front and back; passenger and drivers side; the glove box, center console, under steering wheel, and you can feel dash getting to the same consistency. When temperature is hot or humid is very sticky. They have a ZLZ program where the had recalls on the vehicles but I did not receive a letter and at the time I was not have the problem; my car is kept inside the ********* called the dealership in Nov 2021 and they said the program ended in March 2021. They due have a second expiration date thats still active.

  

  Business Response

  Date: 08/08/2022

  Unfortunately this is a manufacture issue and you would need to contact Lexus manufacturer **************. 

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17609229
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************