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

  
• 

  Hendrick Honda Woodbridge

  14201 Richmond Hwy Woodbridge, VA 22191

  
• 

  Rick Hendrick Chevrolet Atlanta

  3277 Satellite Blvd Duluth, GA 30096

  
• 

  Rick Hendrick Chevrolet of Buford

  4490 S Lee St Buford, GA 30518

  
• 

  Mall of Georgia Mazda

  3546 Highway 20 Buford, GA 30519

  

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:03/15/2025

  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 3/13/25 I drove North from *********** to look at and test drive a black ***** civic si. After deciding not to take it, my salesman ********* *. said that he could get a white one in the next day with tinted windows. He said he needed my bank card to put a refundable 500$ deposit in order to bring the white car to the dealership. I specifically asked ********* *. " Will I get this money back if I do not take the car?". He tol me, "Yes. Absolutely". I came the next morning and the car did not have tinted windows and was not as expected. I did not want the car. Upon reviewing my bank transaction $1,000 was actually charged to my account, and upon calling to get a refund , the receptionist told me they are busy and don't have time to talk to me. And the sales manager told me that my transaction was non refundable. I was completely lied to and basically has $1,000 stolen from me.

  

  Business Response

  Date: 03/17/2025

  Hendrick ***** Pompano Beach incurred a $599 expense to flatbed the car from another dealership, and the customer was aware of this. The General Manager is happy to refund the $401, as the total cost did not reach $1,000, but the $599 charge was necessary.
  

  Customer Answer

  Date: 03/17/2025

   
  I am rejecting this response because: I was told by Christian that this fee was refundable if I did not buy the vehicle. Additionally, it came from *****. 37 miles away. I could have easily driven there to see the vehicle without incurring a $599.00 fee. This is some very deceitful practice. I came in hoping to buy a new vehicle, staff seemed very genuine and eager to help, just don't appreciate being straight out lied to. If there was a fee involved that was not going to be refundable, I would not have handed off my bank card. And it still does not change the fact that ***** was withdrawn when I authorized 500.
  
  

  

  Business Response

  Date: 03/17/2025

  The General Manager agreed to refund the customer $500 of the $1,000.

  Customer Answer

  Date: 03/17/2025

   
  I am rejecting this response because: I did not agree to a $500 non refundable transfer fee for the vehicle I did not buy. I specifically asked ********* if transferring that vehicle was going to cost me anything and he assured me that it would not. In addition to that again, I stress the fact that 1000 was taken from my account which I did not authorize.  If this were to happen to somebody else, this can cause them a great deal of financial damages with an overdrawn account. The staff did not even tell me that I was overcharged, I discovered that by logging into my account after the fact. I am willing to pay you $200, which I feel is extremely generous on my behalf for wasting your time, but $500 for trailering a vehicle 37 miles from ***** to ************* that I never agreed to in the first place is pretty bad business.
  
  

  

  Business Response

  Date: 03/18/2025

  The $500 fee is required for vehicle delivery. There is nothing further we can do.

• Initial Complaint

  Date:03/15/2025

  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 2021 *** X1 in November of 2024. At the time of purchase, there were a few items that were missing from the vehicle that were supposed to be added . Finally in February of 2025 most of the items were fixed. I am still missing the spare key fob and the salesman about the cargo cover or privacy shed. This is the 1st one that doesnt have one. We are now in March and I still a havent received everything that I was supposed to in November. I have emailed with no avail and have called as well. I had a great experience purchasing the vehicle but the communication and service from the sales *** afterwards has been atrocious. (The actual service center has been very helpful)

  

  Business Response

  Date: 03/17/2025

  BMW of McKinney just left the customer a voicemail regarding their concerns. The key and cargo cover are currently on order and are expected to arrive by Wednesday at the latest. We will reach out to the customer as soon as they arrive.
  

  Please let us know if you need any further information.

  Best regards,

• Initial Complaint

  Date:03/12/2025

  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 my 2022 ***** Trailblazer from **** Hendrick ********* in ******, **, on Sunday, December 29, 2024, through Sales Advisor ******* ******. The vehicle was located in ************** and required shipment to *******. I was informed that all necessary documents would need to be signed at the time of purchase, and to expect delivery within a week. On Saturday, January 4, 2025, I took possession of the vehicle, shortly before my work shift began. Unfortunately, due to time constraints, I was unable to conduct a thorough inspection. However, within a few hours, I contacted Mr. ****** via call and text to report that the windshield had a visible crack. I was informed that the crack was considered cosmetic and not covered under warranty. I was also blamed for the crack. As time progressed, I encountered additional issues, including Wi-Fi connection, the wireless pad malfunctioning, and a missing antenna. In all instances, I was informed that I was responsible for the damage. On March 1, 2025, Sales Advisor ******* ***** further stated that the vehicle would not have been sold with these issues, as they would have been identified during the inspection process. When I requested a copy of the inspection report, Mr. ***** denied having access to it. I also received an oil change on that date. While waiting, Service Advisor *** ***** informed I needed new tires, an alignment and a few other things. I then reached back out to Mr. ***** to inquire about same. He responded I must have caused the misalignment and stating it not covered under warranty. Ive contacted the dealership multiple times over the past 67 days through calls, texts, and emails, but my concerns remain unresolved. I request that **** Hendrick ********* take responsibility for the cracked windshield, faulty wireless charging pad, missing antenna, new tires, alignment, and other items listed on the service form.

  

  Business Response

  Date: 03/17/2025

  We invited the customer in so we can take a look at the issues and we will work towards a resolution. 

  Customer Answer

  Date: 03/19/2025

   
  I am rejecting this response because: To date, the business has not fully resolved all outstanding issues. I am currently awaiting a call from ***** ********** at the dealership to discuss these matters. Once the issues are addressed, I will provide an updated response as needed.
  
  

  

  Business Response

  Date: 03/19/2025

  We have spoken with the customer, we have already replaced the antenna.   She is coming in on Friday to get the chip in her windshield fixed.   We will address any other concerns she may have then.

  We consider this case to be closed. 

  Thanks,

• Initial Complaint

  Date:03/12/2025

  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 November 6th, 2024, we had our van serviced as **** Hendrick Automotive Group (***************************************). During that service, they attempted to uninstall one of our car seats to gain access they needed and in doing so, broke our car seat. Upon picking up the car, we immediately informed our service POC, *** *******, that they broke the car seat - he instructed us to purchase a new car seat and to send him the invoice and they would fully reimburse us. on November 22nd I sent *** our car seat invoice. We never received a response or a reimbursement, so I followed up with him via email on December 11th. *** responded, saying he sent our invoice and reimbursement paperwork work to his manager, who then sent it to their corporate office. We never received the reimbursement, so I checked back in with *** via email on January 3rd, 2025, to get update on status and I never received a response.On February 16th, we stopped by the service center in person and found out *** no longer worked there. The service manager, ****** **********, gave us his card and said to forward him the invoice and he would take care of the reimbursement process. On February 26th, I emailed Konner the invoice and never heard back. I sent a follow-up email on March 6th to ask for confirmation/update and again got no response. I called and left a voicemail for ****** on March 10th, and again never heard back. On March 11th, I left a voicemail with ******** manager (***** *******) and again got no response. I no longer have confidence that they intend to fulfill this reimbursement promise for a car seat that they broke. I've attached the email chain and invoice to this complaint.

  

  Business Response

  Date: 03/12/2025

  A check will be sent out to you tomorrow. We sincerely apologize for any inconvenience this may have caused.
  
  If you have any further questions, please feel free to reach out to:
  ****** **********
  **** Hendrick Dodge Chrysler Jeep Ram 999095
  *********************************************************************************
  **************
  
  Or contact *********** at **************.
  
  Warm regards,

• Initial Complaint

  Date:03/12/2025

  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 Chrysler Dodge Jeep RAM in ****** had my truck in for repairs for nearly 2 months after the fuel pump blew on my RAM Rebel 1500 with around only ****** miles on it. When the truck was brought in the first time, I was not given a loaner vehicle and was told by my sales advisory, *******, that I would need to get a rental on my own dime and that RAM would reimburse me for it. She gave me numbers to contact them, which didn't work, and I had to contact them through chat. RAM ultimately only paid for 5 days, $584, worth of a loaner vehicle which I had to have for more than 2 weeks. This ultimately cost me $2,092.03 out of pocket when **** Hendrick Chrysler Dodge Jeep RAM in Duluth should have given me a loaner before my 5 days with RAM's was up. During my repairs, a sales advisor named ***** told me I would have my truck back by end of day January 20th. He said this was absolute. I then planned to return my rental on the 20th. When that day came, he ghosted me and did not return any of the dozen or-so phone calls I put in to him that day. I then had to string Hertz along day-by-day because the repair status of my truck was up in the air and no one was getting back to be abotu the status of my truck. RAM says it is now on **** Hendrick Chrysler Dodge Jeep RAM in ****** to reimburse me for the rest of the rental cost. After receiving my truck back on the 24th, I had to bring it back the following day because the initial repairs were not complete correctly and it was back in **** Hendrick's shop until February 20th. The repairs AGAIN were not completed correctly, when I tried to reach my sales advisor, *******, she told me she was busy and would call me back. She never did, so I took my truck somewhere trustworthy.

  

  Business Response

  Date: 03/12/2025

  The repairs were done under factory warranty at no cost to the customer. He did have to get a rental vehicle while his vehicle was in for service. He will need to reach out to ********** for rental reimbursement because it is their decision, not ours on what they will cover and not cover for customer expenses. 

  Customer Answer

  Date: 03/12/2025

   
  I am rejecting this response because:
  *** from ************************ ********* is putting the rest of the rental reimbursement back onto the dealer, citing unreasonable repair times and that they should have provided me with a loaner if they knew this was going to go past the warranty window of reimbursement, which the repairs went on way past. 

  

  Business Response

  Date: 03/14/2025

  Unfortunately it is up to ********** on how much rental they will cover while the vehicle is in for repairs they would have to be the one covering rental expenses.  The repairs that were completed on the vehicle did take some time to complete but we replaced the entire fuel system on the vehicle. The vehicle did return shortly after being serviced with two faulty fuel injectors that were covered under warranty. The repairs completed on the vehicle were all warranty repairs which would fall back on rental car coverage with ********** but they also do have limitations on how much rental can be reimbursed on a claim at that point it would be the customers responsibility to cover alternate transportation. We strive to complete repairs as quickly as possible to reduce the amount of downtime but some repairs do take longer due to what is found.

  Customer Answer

  Date: 03/14/2025

   
  I am rejecting this response because:
  **** Hendrick CDJR is admitting this took lengthy time but is ignoring the information that ********** says it is up to them to provide me with a rental before the 5 days is up and repairs are expected to take longer. I was strung along by their service representatives who lied to me about repair completion times. ********** says it is now up to them to cover the rest of the rental cost because they have my warranty information as a RAM dealer. This is par for the course with this dealership who would rather further cause a customer anguish rather than do the right thing and reimburse me for the cost. As a warranty repair this should have never costed me a dime and because of **** Hendrick dealerships negeligence to provide me with a loaner after 5 days of repairs, it cost me more than $2k out of pocket. Do the right thing and reimburse me or I will take this further. 

  

  Business Response

  Date: 03/17/2025

  We want to be fair with our clients, but this sounds like a warranty claim that was repaired and we followed both our policy and Stellantis policy. If its a warranty claim, ********** would be the ones who are responsible for making a decision on rental vehicles.

  We tell EVERY GUEST that we dont provide any loaner vehicles and if they decide to rent their own vehicle from another provider its up to the guest to reach out to ********** for reimbursement.  We dont guarantee they will reimburse the guest.  Also the dealership would not be responsible for rental reimbursement. Even if the guest was in one of our cars we would also charge him $45 per day.  The customer would have still had a rental bill with us.

  While we understand the customer is upset, there is nothing further that the dealership nor Hendrick Automotive Group can do regarding this issue.

• Initial Complaint

  Date:03/07/2025

  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.

  My husband purchased a used Chevrolet Silverado truck in October of 2024. In January 2025 it started to drive like it had issues. We took the truck to a mechanic and the mechanic stated the truck needed a new engine. There was a warranty on the truck for ******* miles that was purchased by the previous owner but the dealership, **************************. ********* wont honor it.

  

  Business Response

  Date: 03/10/2025

  The customer came in for a knocking noise and we found the engine needed to be replaced. They declined all addl warranties at the time of sale and the affordable warranty that came with the vehicle was expired. The customer knows the previous owner and they were trying to get us to file a claim under the previous owners extended warranty but we explained that extended warranties do not transfer and that would be fraud. I also submitted a good will request to Autoguard and they declined to participate because they declined any addl warranties offered at the time of purchase.

  Customer Answer

  Date: 03/10/2025

   
  I am rejecting this response because:

  We do not know the previous owner of the vehicle and would not ask a business to commit fraud. This makes me wonder why this business would lie and say that we said we knew the previous owner to begin with. It was their idea and decision to contact the previous owner about the warranty. 

  We are also rejecting this response because when my husband went to the dealership the salesmen brought the truck to him. He didn't look around first, they brought him this specific truck. It makes me think that they knew something was wrong with it. 

   

  Lastly, I also bought a vehicle from this dealership in January of 2020 and a few months after I purchased my vehicle, the A/C unit went out. Thankfully I had purchased a warranty, so I was covered, but it makes me think that they sell vehicles that will soon need be fixed. I think that's pretty unethical and unfair. 

  
  

  

  Business Response

  Date: 03/12/2025

  As we stated, The customer declined all additional warranties at the time of purchase and therefore does not have coverage for the repair. 

• Initial Complaint

  Date:03/05/2025

  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.

  ****** sends me a letter with a recall .It is a safety issue.I call to schedule a repair.Told that I have to drop off vehicle for a day.I only have one vehicle.Response was well I guess you will have to wait all day. No offer for rental/courtesy ride NOTHING.I did not cause this clusterToyota did. STEP UP.??

  

  Business Response

  Date: 03/06/2025

  The customer currently does not have any open recalls on his vehicle. What he does have are CSPs ( customer support program ) open on his vehicle. The *** covers these specific conditions for warranty coverage. If he is currently exhibiting these issue below we can move forward and get his vehicle in here with a rental car or a Lyft ride home as a onetime good will. Please see attachment for ***'s

• Initial Complaint

  Date:03/04/2025

  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.

  I purchased a 2023 ***** Colorado on February 1st. The next morning I noticed it shifted really rough from 1st to 2nd gear and rough back down. It did it again the next morning. I took it in to the dealer and voiced my concern. They said drop the vehicle off with them and they would look into it. I left my keys there and then waited. After several days of no response I reached out to the dealership. The service department did not even have the truck. They said they would get to it. After several more days they still did not reach out to me about an update. I once again reached out and asked for a status on the truck. They had not looked into it at all. They did not offer any complimentary vehicle or any solution for me. After a few more days we once again had to reach out to get information as they did not reach out to us. With some pressure they agreed to provide a rental vehicle for us to use since we did not have our truck. After another week of no information we again called back and they had looked at it but did not have a resolution or really any update. After another week we tried to again call and get an update but no one could help us. We could not get ahold of our service guy. It is now March 4th and they have had our vehicle for a month with no response from them about what the status is. Any help in getting some resolution would be greatly appreciated!

  

  Business Response

  Date: 03/06/2025

  he vehicle is in line to be looked at by our transmission tech- The vehicle concern occurs intermittently and we need to be able to duplicate the concern in order to determine the proper repair that would need to be made, if any.

  We have provided the customer with an enterprise vehicle in the meantime and will keep the customer updated

  Customer Answer

  Date: 03/06/2025

   
  I am rejecting this response because:
  I have not had any communication with the status of the vehicle. I dont know if it is being actively looked at or if there is a major issue with it. I would be ok if I was at least being communicated with. I have no idea if they have even attempted to look at it. It has been over a month that they have had the vehicle. There should be at least a little communication from their end.

  

  Business Response

  Date: 03/07/2025

  We just informed him again about the issues trying to diag this vehicle due to it only having issues when its cold. We let him know that the transmission tech is going to have to go into the transmission. We told him that we would reach back out to him around the middle of next week with any updates. We have also made his vehicle a 911 priority 
  

  Customer Answer

  Date: 03/07/2025

   
  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:03/04/2025

  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.

  Since day one of buying this jeep it has had problems, we have video of the problems and yet they seem to. Ever be able to identify the problem even when shown what is going on. Its almost like since we are women we dont know what we are talking about. But it happens daily with the jeep. Condensation on the inside of the windshield Constant vibration Main screen blinking black

  

  Business Response

  Date: 03/04/2025

  In an effort to help resolve this issue, can you please let us know which Hendrick dealership you are having the issue with? 

  Customer Answer

  Date: 03/10/2025

  Dealership Information

  Hendrick Chrysler Dodge Jeep ******** Wilmington

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

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

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

   

  

  Business Response

  Date: 03/10/2025

  The vehicle has been here multiple times and we have had 2 techs, service advisor and service manager all drive the vehicle to try to duplicate the concern and have been unable to. We kept the vehicle overnight to see if it did it while cold and no issues then either. We certainly would love to find something wrong so we could take care of the customer, but cannot duplicate the concerns. I believe it might be the defrost running for extended amount of time possibly causing condensation and updates on the radio causing it to flash on and off but not sure. We have spoken to the customer and have her scheduled to come in and do a courtesy delivery on 3/17 @ 9:30 to see if we can fix it that way.

  Customer Answer

  Date: 03/10/2025

   
  I am rejecting this response because: Issues with my Jeep have not been resolved, nor thoroughly investigated and I will not be satisfied until my concerns are taken seriously.
  
  

  

  Business Response

  Date: 03/11/2025

  The customer has an appointment on the 17th and we will make sure to address and resolve the issues then.

• Initial Complaint

  Date:03/01/2025

  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.

  Catastrophic transmission failure on ***** 2019 Suburban while driving family on highway trip 1/25/2025, but thankfully the transmission and engine did not lock up which could have resulted in a serious accident while driving at highway speeds. No previous indication of transmission system issue when serviced by Hendrick ***** on 11/1/2024, transmission noted as "good." No transmission issue reported by ****** report for vehicle condition on 12/26/2024. ****************** diagnosed transmission as failed but no root cause given, just to replace whole transmission. During transmission work, technical service bulletin #**-NA-199 for new thermal bypass valve with lower temperature setpoint was installed. No information was given on 11/1/2024 service that this new TBV was needed. Requested Hendrick Service to conduct warranty investigation, escalated to ***** customer service. I ended up paying out of pocket for a faulty transmission issue that should have been covered by *****/Hendrick. This is a known problem but ***** and the Hendrick team are not taking any responsibility to support the customer. Case has also been submitted to the ********************************************** for documentation and investigation. Given the nature of this incident, full cost of the replacement should be born by *****/Hendrick.

  

  Business Response

  Date: 03/03/2025

  The customer has never complained about a transmission issue for us to look for anything with the transmission, when the client came in for his oil change we performed his oil change the quick lube team does not have the qualifications to look at any transmission and it is not part of their multi point. Customer did contact ************** and they had me run a policy evaluation on the participation of the transmission replacement and it came back that they were only going to participate $500.00 towards the replacement of the transmission, at that point we informed the client and he told us to move forward with the repair. ** bases its decision on vehicle year, mileage and GM loyalty. We feel the dealership has no responsibility in this mater and the customer's issue is with **************.

  Customer Answer

  Date: 03/06/2025

   
  I am rejecting this response because: The $500 participation by ** was to cover my towing costs to have the vehicle returned to Hendrick ****** for the transmission service work since they had the replacement in stock, per my discussion with the Hendrick srvice team representative.  I agreed to move forward with the transmission replacement so that further internal diagnosis of the failed transmission root cause could continue by Hendrick transmission experts, and communicated back to me and to the Chevrolet/GM customer service to address responsibilities.  To date no detailed failure analysis has been communicated to me following the removal of the failed transmission.  The diagnostic of the part number 617CCA26008314 transmission must be completed for the 2019 Chevrolet Suburban *** and the cost for the replacement of the defective transmission must be reimbursed. 
  
  

  

  Business Response

  Date: 03/06/2025

  We feel that it is best that the customer reaches out to **. Yes we did the repairs he requested and we followed GM's procedure for customer assistance and all they were willing to assist with was the $500.00. His issue is with **, the dealership isnt obligated to assist.