Complaints
This profile includes complaints for Hendrick Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 704 total complaints in the last 3 years.
- 217 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/08/2022
Type: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 issueInitial Complaint
Date:08/03/2022
Type: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: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.
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