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
- 705 total complaints in the last 3 years.
- 216 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:02/27/2025
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.
I went to **************** to purchase a car that I was already approved for through *****. **** specifically the sales manager would not look in Route 66 to see my already approved application for financing. She forced me to do a credit app to try to steal the lead from *****. **** (sales manager) advised that in order to find the application in Route 66 that I had to submit a credit application with Hendricks. I asked them why as ***** already approved me. She refused to look in her system, she assured me that my info would only be submitted to ***** in which she lied. I submitted the app and in turn I had multiple inquiries on my credit report, ally financial. Even after the purchase driving home I received two additional inquiries on my report that were blocked due to my fast thinking to lock my credit report. After running my credit report they tried to get me to finance with ***** Financial offering a better rate. I chose to call ***** and asked to work with a different sales manager. ***** took over he called ***** and the application was right in the system he pulled it up. ***** explained to him that I had a fraud alert on my credit report and all they needed to do was verify my identity.
Business Response
Date: 03/03/2025
I was informed by the sales manager and sales person that the customer had a check from her bank. However, when I did my initial interview with the customer, the customer told me that she didnt have any check with her, and that she only had a pre-approval with *****. She stated that she only wanted to go with *****. I told her that ***** is one of our banks and that we would definitely take care of it for her. I also provided her with two options. I let her know that she could either do a credit application and we would link that up with her ***** pre-approval, or she could go to a ***** branch and get a check since she was concerned about her credit being pulled by us. The customer argued that she shouldnt have to do a credit application with us, but I informed her that in order for us to get a contract generated for *****,we still needed to get an actual approval (while linking up the pre-approval that she already had). Again, I reminded her that she could just simply get a check from ***** so we wouldnt have to pull her credit. She then turned to the gentleman that she had with her and made the following statement: she is ******* me off I looked at her and said: maam, I am certainly not here to **** anyone off, I am just trying to explain the process. I was polite enough to go get my colleague ***** so he could complete the transaction for me because again, I am not here to **** off any customers. ***** went out of his way to call ***** in front so she knew that we were just following the process. At the end of the day, the customer came in to purchase a vehicle and signed the credit application allowing us to pull her credit. We got a better rate than what she was approved for stand firm that we did not do anything wrong while helping her. The General Manager tried calling this customer to go over this complaint but she did not answer. There is nothing further we can do regarding this issue.
Customer Answer
Date: 03/03/2025
I am rejecting this response because:I never advised **** or the sales person that I had a check. Secondly they were basically trying to steal the lead from ***** advising me that my credit application was not in Route 66. I did say to **** that you are ******* me off because she couldnt give me an answer as to why I had 2 inquiries from ************** on my credit report, when she said she needed my credit info to link to my chase ************ As you can see the attached I had two additional credit inquiries blocked one at 3:13pm (see email) after the car was purchased and I was in travels home. AGAIN IM ASKING AS WHY ************** HAS TWO INQUIRES ON MY REPORT AND WHY WAS MY REPORT CONTINUALLY PULLED EVEN AFTER THE PURCHASE OF THE VEHICLE. Please explain?
Business Response
Date: 03/05/2025
We only submitted her credit application to ***** and no other banks. ************** on Route One is pre-selected for our store, and even if we wanted to unselect it, we would not be able toit is grayed out. I was informed that since we just switched to RouteOne, all of our applications on RouteOne WOULD go through ************** automatically. However, with Dealertrack we were able to unselect Ally or any other bank, but not with RouteOne. She also got declined with Ally so it automatically went through the pass through system. I did not submit her application to any other banks, other than *****.
We apologize that she is not happy, but as we previously stated, we had the authorization from her to help her accomplish her goal of purchasing a vehicle. There is nothing further that the dealership or Hendrick Automotive Group can do regarding this issue.Initial Complaint
Date:02/23/2025
Type: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 serviced my Acura MDX towards end of August 2024 (08/28/2024 and 08/30/2024) on multiple services. I spent about $4500+ on many maintenance and repair items.Recently on 2/18/2025 I had a full synthetic oil change complete and it was found that the coolant was dirty and a flush was needed. However, on my services to replace radiator hoses (lower and upper), a coolant flush was suppose to be performed. Coolant flushes are typically 30K-50K miles for my vehicle, and I don't believe the coolant became dirty in a manner of 5 months (about 7K miles driven). I believe the coolant flush (and potentially the radiator hoses) were not serviced in August 2024. I made multiple attempts to contact the original service advisor (left multiple voice mails and spoke to other Advisors as well), Ms. ***** *******, but I was unsuccessful.Requesting the dealership to review the radiator hoses to ensure it was performed in August 2024, and to perform the coolant flush at no cost. I believe the dealership either forgot to replace the radiator hoses, and most definitely forgot to conduct a coolant flush.Business Response
Date: 02/24/2025
I have taken a look at ***** ****** concerns and I believe there was a miscommunication on our part and maybe a lack of explanation of the customers report card findings. On 2/18/25, at ****** miles on Ro ******, the vehicle was looked at by the express team. My express team is trained in basic maintenance items. Part of what they are to do when looking over a car is if there is recommended maintenance due by time and mileage on a vehicle, and they do not see it in the service history of our store, they will place the item in yellow and then the advisor would have the discussion with the client to check their records. If they have been done elsewhere, we will advise to disregard and if they find they have not been done, we have them schedule a time to come back to have them done. My express team would have been looking for the coolant flush not knowing they would have performed the previous visit with the timing belt/hoses.
In this case the coolant flush would not need to be completed because it was done 8/29/24, at ***** miles on Ro ****** as part of the timing belt package that was done and done radiator hoses were replaced. ( These were done on the same visit).
I apologize to Mr. ***** for the confusion and have spoken to the advisor about making sure we are properly going over the results of the multi point inspection with the client. I will be reaching out to Mr. ***** to see if we can arrange for him to bring the car in or we can go to him since he is local and I can have the ******* inspect the condition of the coolant with him for reassurance. Also to introduce myself so if there is ever an issue he can reach out to me directlyCustomer Answer
Date: 02/25/2025
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. The business reached out to me, showed me the repairs, and it was a misunderstanding that they have addressed. I really appreciate the help and support, and their attention on the matter.
Thank you.Initial Complaint
Date:02/19/2025
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.
On tuesday 2/11/25 I finally got the defective part on my vehicle replaced after requesting for it to be done a soon as the part was available back in February 2024 when I fist received the notice about said defective part.About late October I started to experience some slight stuttering while accelerating and then requested again for part to be replaced because I was experiencing all the symptoms described in the notice and I was told that I may have a blown head gasket and it would be $4500 to fix when I asked them again to take a look in December around 26th/27th but was still drive able and I would be notified when the part would be available but some time went by and I wasnt notified and my problems starting my car became worst.On 2/6/25 I was leaving work and the car the my engined stalled and was forcing to accelerate my vehicle was almost struck by a pick up truck forcibly stopping because upon turn on to E.W.T ****** Blvd I have to catch up to the speed limit which is 45mph which I was unable to do.After I was able to get my car to a safe location I left the car parked until 2/8/25 when I would be able to take it to the dealer. Upon explaining my issues They scheduled me for tuesday 2/11/25 for my fuel pump module to be replaced, after the part was replaced 2 days later I started experience the same issue and took it back for further inspection and was told again that I have a blown head gasket but I was told by the Service manager ******* on 2/12/25 the I did not have a blown head gasket after explaining to him that I was told that in the past. But any which way my car was struggling to start and get power due to the defective part. And when I checked ****** and ******* If a car Is struggling to start it can blow a gasket due to improper pressures. But the service team at Hendricks ***** of concord seem to think differently and feel I should be responsible for the charges.I think not and this is a major inconvenience to my life cause me to lose workBusiness Response
Date: 02/20/2025
The customer has expressed frustration and concern, claiming that the issue posed a safety risk. After a thorough inspection, our team diagnosed the problem as a head gasket issue. However, the customer has incorrectly attributed this to a fuel pump defect, which is a known manufacturing issue but unrelated to his specific case.
We have made several attempts to communicate with Mr. ******* to discuss potential solutions, but he has not returned our calls. Despite this, we remain willing to assist with some cost coverage as a goodwill gesture. However, we want to clarify that this offer is not an admission of fault but rather an effort to help resolve the situation amicably. Mr. ******* can reach out to ***** ******** for further assistance.Customer Answer
Date: 02/20/2025
I am rejecting this response because:The only solution offered to me by the dealership by **** ****** was a $4500 head gasket repair. The fuel pump issue is indirectly, the cause of my blown head gasket because my engine was was struggling to get the proper fuel to perform its job.
****** jackman
Business Response
Date: 02/20/2025
We appreciate the opportunity to address Mr. ******** concerns. Our team has spoken with Mr. ******* regarding his claim that the fuel pump caused his head gasket to malfunction. As a certified ********************* we have explained that the fuel pump, which is located in the fuel tank, is not the cause of a head gasket failure. Unfortunately, despite our efforts to clarify this, we were unable to reach a resolution with Mr. ************** a one-time goodwill offer, we are willing to cover a portion of the repair costs. Mr. ******* would need to pay $2,500 out the door, and the dealership will cover the remaining balance. Should Mr. ******* choose not to proceed with this offer, he will need to arrange for the removal of his vehicle from our dealership by the close of business tomorrow 2/21/25. If the vehicle is not picked up by then, we will proceed with having it towed.
Please have Mr. ******* reach out to ***** ******** to confirm how he would like to proceedInitial Complaint
Date:02/19/2025
Type: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 bought a 2021 atlas se from ******* ***** *************. I went to get service and they informed me the suv has major oil leaks and the drls arent working i called florida back numerous of times and was treated and they were doing me a favor the car isnt a month old major oil leaks and they are giving me the run around all im asking is for the repairs to be completedBusiness Response
Date: 02/20/2025
The customer purchased the vehicle without an additional service contract and has driven over ***** miles in less than 30 days. Unfortunately, as there is no coverage in place, the necessary repairs are not covered.
However, as a gesture of goodwill, our General Manager has offered to contribute $500 toward the required repairs, given the circumstances. At this time, we are unable to extend any further assistance beyond this offer.Customer Answer
Date: 02/20/2025
I am rejecting this response because:
I only drove the car 4000 miles not 8000 and they know this is a lie look at the records and 1000 of the 4000 miles was bringing the suv back from ******* they dont wanna pay and they know they sold a car with major oil leaksBusiness Response
Date: 02/20/2025
The mileage at the time of reconditioning was ****** miles, while the report from Hendrick ********* shows a mileage of ****** miles. This confirms that the vehicle has been driven at least ***** miles since the time of purchase.Customer Answer
Date: 02/20/2025
I am rejecting this response because:
******* chevrolet has the miles recorded wrong here in the invoice from ***** vw from same dayBusiness Response
Date: 02/21/2025
We are responding to the mileage discrepancy recorded by the ********* dealership in ****. The Hendrick ***** of Pompano dealership has now the correct mileage as ******. Based on this correction, they are offering $1,000 towards any necessary repairs on the vehicle, which they have stated is their final offer.
Please let us know if any further action is needed on our part. We appreciate your patience in resolving this matter amicably.Customer Answer
Date: 02/21/2025
I am rejecting this response because: however they are paying 1000 dollars toward the repair they are not paying to fix the lights on the suv nor the 500 dollars already paid for a rental car or the 200 i paid the day of for service. I have been very understanding and all i ask is for the car to be repaired in good working order or just grant a refund of the sale of car because i am not satisfied with the company way of doing things i asked for a replacement if they couldnt get repairs done now i am asking for a full refund of the suv because however minor mistakes they recorded the miles wrong have to talk to many people to not get this taken care of. The owner said that **** would handle it at first we agreed they would fix the oil leak and i would fix the lights then once pricing came in they didnt wanna pay for repair saying good faith but honestly they know this is wrong the car is less than a month old shouldnt have any issues so i not sure if this is being unreasonable to ask for all repairs or a replacement if not a full refund should be dueCustomer Answer
Date: 02/24/2025
I am rejecting this response because:Date Sent: 2/21/2025 4:14:20 PM
I am rejecting this response because: however they are paying 1000 dollars toward the repair they are not paying to fix the lights on the suv nor the 500 dollars already paid for a rental car or the 200 i paid the day of for service. I have been very understanding and all i ask is for the car to be repaired in good working order or just grant a refund of the sale of car because i am not satisfied with the company way of doing things i asked for a replacement if they couldnt get repairs done now i am asking for a full refund of the suv because however minor mistakes they recorded the miles wrong have to talk to many people to not get this taken care of. The owner said that **** would handle it at first we agreed they would fix the oil leak and i would fix the lights then once pricing came in they didnt wanna pay for repair saying good faith but honestly they know this is wrong the car is less than a month old shouldnt have any issues so i not sure if this is being unreasonable to ask for all repairs or a replacement if not a full refund should be dueBusiness Response
Date: 02/25/2025
At Hendrick *********** we strive to provide fair and transparent resolutions to our customers' concerns. In this case, ******************** ***** Pompano made a good-faith effort to assist Mr. ****** by offering a $1,000 goodwill gesture, despite the fact that he, like all customers, had the opportunity to purchase a *************** Contract (VSC) for additional coverage.
While we understand his frustration, we believe their offer is reasonable and above what is contractually required. If Mr. ****** chooses not to accept this resolution, we will consider the matter closed and withdraw the offer.
We remain committed to customer satisfaction and appreciate the opportunity to address this concern.
Customer Answer
Date: 02/25/2025
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:02/17/2025
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.
I visited the service center specifically to address a coolant leakage issue. During my own inspection, I discovered a broken hose that was clearly the source of the leak. However, both the service provider and the individual conducting the inspection repeatedly suggested that the issue stemmed from the oil filter housing. At no point did they acknowledge the broken hose, despite it being in plain sight near the oil filter housing and visibly leaking coolant throughout the area. Their failure to identify such an obvious issue raises serious concerns about the thoroughness of their inspection. Given that the broken hose was directly contributing to the leak, I believe they either overlooked it entirely or failed to conduct a proper diagnostic assessment. As a result, I question the accuracy and reliability of their evaluation. I would like to provide a recorded video from *** of the inspection itself. Zero acknowledgement on the broken coolant hose.Business Response
Date: 03/05/2025
After reviewing the file, it does appear the technician missed the broken hose on the initial inspection. After he took a second look he was able to find the broken hose and provided the customer with an estimate for the broken hose. We also retrieved a socket that was dropped by the previous shop and reinstalled the oil filter cap that was installed incorrectly by the other shop. We only charged 1 hour of labor for the diag, retrieval of socket and reinstalling the oil filter cap. The customer also had us replace the battery while he was here. We apologize for the mishap and will take the necessary steps to ensure that this doesn't happen again.Customer Answer
Date: 03/06/2025
I am rejecting this response because:
The technician left me a parting gift after removing the socket that had been dropped into my car by another shop. Im not sure what the part is, but Ill be working on the car next week to figure it out. *** accessed this area to remove the socket. The splash shield runs from the grilled to the engine bay. I will be fixing the issue I initially went in for myself. Hopefully nothing else was sabotaged for simply reporting negligence that was clear as day.Business Response
Date: 03/11/2025
If you need any further assistance, please dont hesitate to reach out to ***** ******, ***************** Manager at Hendrick *** Northlake:
Phone: ************
Email: ************************************************************************************
You can also contact me, ****** ******, at **************.
Have a great day!
Best,Initial Complaint
Date:02/17/2025
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.
On October 17th, 2024 I purchased a 2020 ******** CT4 VIN ***************** in full cash. Along with the purchase of the vehicle, I purchased the Oil Change Program on 10/17/24 with Hendrick Auto Group in the amount of $400.00. After 2 weeks of having the car, I decided I did not want the car anymore and sold the the vehicle to *******. That sale took place on November 17th, 2024, after waiting for the title to return from ***. I drove the car for about 3 weeks, and I put less than 1000 miles on the car. Total miles on the car when I sold it to ******* was ****** miles. The last 2 weeks of ownership, I did not drive the car. Per the agreement I entered in for the Oil Change Program with Hendrick Auto Group, I had a 60-day cancellation window for full refund for the Oil Change Program. Between the dates of 11/17/24 and 12/4/24, I called back to the dealership from where I purchased the vehicle, Hendrick ********** to request cancellation of the Oil Change Program. I was forwarded to someone and had to leave a voicemail. No one ever returned my call/voicemail. Further, on 12/4/24 I sent a written request of cancellation of the Oil Change Program to Hendrick Autogroup****** P.O. Box ***** ************************ along with the Oil Change Program agreement and a signed Odometer Disclosure Statement from the sale of the vehicle attesting to the mileage., via Priority mail. Per tracking data from the ***** "Your item has been delivered and is available at a PO Box at 2:37 pm on December 14, 2024 in *******************."All of these above dates are within my 60 day cancellation window. Today is 2/17/25, and I have not heard back from Hendrick Auto Group, or have received a refund check in the amount of $400.00. Writing this complaint is my 3rd attempt in requesting a refund, in good faith. I have attached the letter sent to Hendrick along with tracking information.Business Response
Date: 02/18/2025
Check was sent out today and called and spoke with him customer is happy now.
Tracking number for everyones reference, Tracking Number:772159888805Initial Complaint
Date:02/17/2025
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.
**** Hendrick ****** promised me I'd received a tax credit for purchasing a hybrid vehicle as a way to close a sale. The dealership knew it would not apply to my vehicle but moved forward with all the relevant paperwork as if it did in order to get the sale. These actions constitute fraud, false advertising, or deceptive business practices.Business Response
Date: 02/20/2025
Customer Above called the dealership On January 4th 2024 around 6pm and spoke to a sales associate for roughly 5 minutes about corolla, corolla hybrid, trade evaluation, and appt availability.
Following that, there were some text messages regarding work schedules and more appt availability.
Customer above called back in January 5th 2024 and made appt for the 5th @ 10am.
On the 5th, the transaction was completed and it seems the customer was able to take delivery of the vehicle on the 11th.
On January 17th the customer was called to inform that the tag and title-work had been completed and the new tag was ready. The customer came that weekend and picked up the tag.
We had no other communication with the customer until ******* When the customer called in sharing he was having some issue regarding taxes and needed some help from us.
We exchanged some emails with forms signed @ time of sale and some correspondence from the customer's tax professional.
I am certainly not a tax professional. The *** is correct, the vehicle does not quality for any tax credit. The form that is attached to my understanding does not say the vehicle qualifies for such a credit, it does say that for a credit to be paid, the form would need to be submitted, and the dealership would also have to submit the *** to the *** for them to match. The form does also state prior to the customer signing, that the "seller" cannot guarantee any tax credit and applicable parties should consult with a tax professional.Customer Answer
Date: 02/20/2025
I am rejecting this response because:The IRC 30D Tax document signed by the dealership gave me a deceptive assurance that I was eligible for the credit, with the exact return to be determined by the **** The dealership misrepresented the document and it's significance with the deceptive intent to close the sale under false pretenses.
The above misunderstanding is what the dealership is attempting to leverage as the basis of their fallacious argument.
Therefore, to clarify:
It is not the case that I submitted a valid tax credit and that the *** determined I would not receive any additional returns, but rather that I was entirely ineligible and the credit was unauthorized. Had **** Hendrick ****** been truthful, I would have been entitled to an additional $4,637 on my tax return, representing nearly 20% of the purchase price of my vehicle; a significant factor when considering this purchase.
******** *****Business Response
Date: 02/25/2025
The form presented to the customer clearly states, prior to signing, that the "seller" cannot guarantee any tax credit and advises applicable parties to consult with a tax professional. **** Hendrick ****** does not engage in misleading practices, nor do we have control over which vehicles qualify for tax credits. Given these circumstances, there is nothing further that the dealership or Hendrick Automotive Group can do regarding this matter. If you believe you have been wronged, you have the right as a consumer to seek legal counsel.Customer Answer
Date: 02/25/2025
I am rejecting this response because:
**** Hendrick ****** admitted through correspondence mediated by the Better Business Bureau that "The *** is correct, the vehicle does not quality for any tax credit" and also claimed that "the form that is attached to my understanding does not say the vehicle qualifies for such a credit"
However the dealership did check and sign in the *** 30D Tax document that **"Based on the information above, this vehicle qualifies as a New Clean Vehicle."** and that **"If NO is checked, you do not qualify for the 'New Clean Vehicle' Tax Credit."** Therefore asserting that this vehicle qualifies for the tax credit; albeit as dubiously and confusingly as possible, which further validates my claim of their intentional and malicious deceptive business practices.With that, the dealership certified the vehicle's eligibility in writing under penalties of perjury under Revenue Procedure 2022-42.
To clarify, despite what the dealership is attempting to misrepresent (again), it is not the case that I submitted a valid tax credit and that the *** determined I would not receive any additional returns, but rather that the credit was entirely (and knowingly on behalf of **** Hendrick ******) unauthorized. The key here is that tax credit only applies to purely electric vehicles and **** Hendrick ****** took advantage of the ambiguity behind the hybrid vehicle I purchased to misrepresent the document and its significance, with the deceptive intent to close the sale under false pretenses.
Initial Complaint
Date:02/16/2025
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.
On Monday afternoon, 2/11/25, my 2017 ***** Civic wouldnt start as I tried to leave work. My boss at work tried to jump it, but still nothing. So we replaced the battery. Now it would start, but would die offf immediately and the display was reading something about the Anti-Theft System. Unsure of the issue, I had the car towed to ***** of ******. What happened next was fraudulent.Tuesday morning 2/12/25 ****** ***** at ****** service department tells me my *** is dead and fried and needs replacing entirely because they are not able to get any reads from my car. He ordered the part and tells me it is going to cost me $2200.Wednesday morning 2/13, I call when they open and speak to ****** again. I say please dont replace the *** yet I cant afford that. Then I catch ****** in a lie. He tells me that they DID get a read off of my car and that the read was to replace the ***. I ask really? But yesterday you said you werent able to get a read at all. I ask to speak to his manager, ***** Leader, who does not help but does condescendingly tell me that he understands my frustration because he has daughters. I tell him this ha nothing to do with me being a woman.Then the ***** sales people do an appraisal on the car and offer me $500 trade in value since it doesnt run. They want me to buy a new car from them. Thursday morning 2/14 I called ***** **************** and had the car towed there. The car arrives and they look at it first thing Friday 2/15.I got a call at 9am Friday from the mechanic at ***** telling me the car runs fine, they are re-registering the keys to the vehicle, and I can pick it up and drive it home. ****** at ***** lied to me. They could have easily helped me reset the cars computer to sync up with the new battery we put in Monday. The computer was not dead and did not need replacing. The car does run and is worth more much more than the $500 they were offering for trade in. I was back in my ***** Civic that afternoon thanks to *****.Business Response
Date: 02/17/2025
We tried to reach out to the customer and let her know that we will be refunding her for the missed diagnostic.Initial Complaint
Date:02/13/2025
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.
So I brought my car in to the service center. My advisor said he had my warranty info and would check to see if my claim was covered. He told me warranty companies dont be covering the full cost so Id probably be responsible for a portion IF they didnt pay the labor rate that ***** went by. I said ok. Next thing I know Im getting a message that basically my car needs transmission flush and timing belt. Im told the price. Im waiting to see what the warranty company covers. My advisor tells me idea going to cost me $1,200. I said ok. Since he said he was calling the warranty company I waited but then he told me again this is the cost. I need my car and I pay it. I call the warranty company like why wouldnt they cover it when its in the book as a covered repair. They inform me that they have NEVER heard from the repair facility the only calls they have on record are from me. I tell my advisor he says he WILL call. Meaning he NEVER called. I already paid. So now Im going to have to how to be reimbursed. 2/4 I inform him they havent heard from ***** and they need to hear from them ASAP. For the next 9 days I inundate the phones and email of my advisor trying to get this resolved. On 2/13 my advisor emails me and says that you have to submit the claim yourself. How can I submit a claim to a warranty company when I am not the repair facility? He never cared to contract my warranty company and doesnt care to get me my money back. Its just like oh well he got paid he doesnt care he screed me out of my money.Business Response
Date: 02/14/2025
In an effort to help resolve this issue, can you please let us know which Hendrick dealership this complaint involves?Customer Answer
Date: 02/14/2025
Dealership Information
Hendrick ***** Woodbridge
******************
********************
************
Business Response
Date: 02/17/2025
We have been in touch with the extended warranty company several times and have reports from multiple associates that the contract belonging to this customer has not been active since October of 2021. The associates did state that It is possible that if the advisor did reach out there would not be a record of contact if a claim was not started.
Also, We did follow up with the company to see if there is record of the customer calling in and they stated there was no contact logged in their system for them either. There may be a miscommunication on their end . We have tried to reach out to the customer regarding their warranty and the situation at hand but have not gotten ahold of them yet.
If the customer has another extended warranty ********************** they use, it was not brought to our attention at the time of service and therefore we would not be able to submit any documentation regarding their services.Customer Answer
Date: 02/17/2025
I am rejecting this response because:
The company is flat out LYING. The advisor told me himself that it was his fault and he never called. The *** who is responding to the BBB case ******* continues to push the narrative of the advisor calling but there being no record. I told him that just isnt true. The advisor admitted he was wrong. But ******* is condescending and disingenuous and he thought he would win with that LIE. I told him I had proof but since he was pushing a lie maybe he thought he was the smartest person in the room. Heres the ***** that Hendrick ***** is INTENTIONALLY LYING to AND on a customer who Just paid them $2,500 and I ONLY go to them for ***airs for the past 8 years. My loyalty means NOTHING to them. They got ******* to just spin it back on me like I was in the wrong. Lucky for me I have RECEIPTS. Hendrick ***** didnt even care about the negligence and actual truth. They got my money and just wanted me to go away. Hendrick ***** owes me money and an apology for flat out lying.Business Response
Date: 02/20/2025
We would like to apologize to Mrs. ****** for our lack of proper communication on this matter. Our Service Advisor did not call into the warranty company due to the nature of the repairs on the timing belt tensioner making noise. This would not be considered a covered component with most aftermarket warranties because it is not a failure, just noise. We have since contacted ***** and because of safe guard issues the only information they could give us was that if the car still had the active account and even if we had called in when the car was there for service or prior to Mikes call on 2/14, the warranty would not be able to assist and would not be considered mechanical breakdown. ***** also said that denial is in no way a reflection of the dealership and advised us to have Mrs. ****** reach out to the customer service line at ***** and they could get her in touch with her payment processor who would be able to explain it in more detail. Mrs. ****** is a valuable customer to us and yes we should have called the warranty company regardless of what we know as a professional even though it wasn't a covered component. We apologize for the miscommunication on our part and hope Mrs. ****** accepts that apology and reaches out to ***** to make sure that going forward we can avoid any other concerns.
Customer Answer
Date: 02/20/2025
I am rejecting this response because:AGAIN I provided MY ACTUAL WARRANTY companies information my policy is ACTIVE Hendrick ***** continues to ignore my calls and NOT call my warranty company
instead they play this game of words. Oh the company said if there was an account how about calling the ACTUAL COMPANY where there is an account?? Thats a start. How about putting the consumer FIRST! Dont apologize then back hand me with lies about ***** when theyre NOT my warranty company. How about giving me my money back for the part that even the *** said would have been covered?
How about Hendrick ***** do its due diligence and rectify this situation for a long time customer? Stop the weird word games. Do the right thing and admit your company and its employees were wrong for not calling in to my warranty company STILL as of 2/20!!!! And offer a proper solution!!
The fact that I provided the info for my warranty company via email and through the BBB yet Hendrick ***** STILL hasnt called but continue to CLAIM theyre calling a company Im not affiliated with, says Hendrick is NOT interested in doing the right thing. They just want to trick anyone who would look into this BBB complaint. they want them to think it was a misunderstanding. But it was not. Its a simple PROFITS OVER PEOPLE mentality. Theres no desire to resolve anything beyond the image of Hendrick *****. They have my money. Ive paid them and they couldnt care less beyond that!!!!!
Initial Complaint
Date:02/13/2025
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.
My wife ******* ***** went to ****** ******* ***** to get an estimate on a car. With the salesman slick talk he managed to get My wife into buying a car way out of her price range. The tags from her total vehicle was given to a salesman for mounting on the new car. After changing her mind on the car and several trips to the dealership her down payment was returned but not the tags. For some reason they can't be found and I have called many times trying to get some information on the whereabouts of them. I need the tags for the new car I don't want to purchase new ones..Business Response
Date: 02/18/2025
In the midst of the back and forth and switching plates from one car to the next and getting back to the detail shop, the plates from her vehicle that is totaled were misplaced.
We have since located her plates and we are reaching out to setup delivery to her
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