Complaints

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:07/03/2025

  Type:Product 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 traded in a vehicles on June 14, 2025 and was told the payoff would be at the bank within ten days. The bank just notified us that a check hasnt even arrived not been received and now we will have a late payment notice sent to the credit bureaus. I am told by the dealer that they sent the check early last week, it is July 3, 2025 and the bank said today that they have not even received a check yet. I think this is fraud on the part of henna and would like help resolving this and fixing the late payment at the credit bureaus.

• Initial Complaint

  Date:05/13/2025

  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 03/18/2025, I brought my truck to Henna Chevrolet to repair the exhaust system and get the vehicle back on the road. Their representative, ****, quoted me $3,862.37, assuring me that the repairs would fully resolve the issue. I approved and paid for the service based on this professional diagnosis.After the repair, the vehicle continued to display the same warning indicators. Upon returning, Henna Chevrolet diagnosed a separate failure and quoted nearly $8,000 for additional repairs. No disclosure was made during the initial diagnosis that other critical issues existed. Had the full scope and cost been explained initially, I would not have authorized any repair.I relied on Henna Chevrolet's expertise and was misled. I believe this situation reflects misrepresentation of services and financial harm to the customer.Relief Requested:A full refund of $3,862.37, or Completion of the necessary repairs at Henna Chevrolets expense.

  Business Response

  Date: 05/16/2025

  Hello,

  We understand the frustration with the truck having a secondary malfunction and needing more work. The additional trouble codes did not manifest themselves on the first visit, unfortunately.  It is possible that the initial failure prevented the computer from testing further for codes until the first area of concern was corrected. Regardless, we had no way of knowing at the time that there was another separate failure.

  **** *******, our service director, provided the following details regarding the malfunctions:

  "I have pulled the information and I am familiar with this vehicle as is my commercial shop manager and Service Manager. This vehicle has a different failure and trouble codes that it did on the first repair. I can understand that the symptoms may be similar in that the check engine light is on but there are literally hundreds of trouble codes that trigger a check engine light. The check engine light is just an indication that the codes need to be scanned and the proper diagnosis performed for that particular code.  The first repair and codes had to do with the *** and DEF system. The *** sensors detect the ************ in the exhaust and the DEF fluid is injected into the exhaust to neutralize that.
  The second failure has to do with the *** (diesel particulate filter). This system filters out the particulate matter in the exhaust stream (the black you see in exhaust smoke).  Both systems are located in and around the exhaust but are totally separate systems with different jobs. If you would like to have a third party review the repairs I will be more than happy to provide them with whatever information they need."

  We would like to work together to get the secondary issue resolved and are happy to offer a 30% discount on the amount quoted for the repairs.

  Kind regards,

  **** ****

• Initial Complaint

  Date:11/06/2024

  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.

  advertising Colorado p/u for 7500 off msrp..I called to buy and informed of the necessity of a 3000 trade credit..I have contacted them each month for last 90 days and each month the discount off of msrp is different as is the add ons required to buy at this fake discount..each sales *** says they are not in control of their advertising and any omissions ..how can the discount be changed each month and yet the add ons that change each month are never posted or a disclaimer noting them(the amounts) as these affect the selling price of vehicle..False and misleading advertising, on purpose, which lead to a vehicle not being sold as advertised..where is the truth in advertising and using false and mis-leading statements to lure a customer in

  Business Response

  Date: 11/11/2024

  Hello Mr. ********************** you for your message.  I am sorry to hear that it has been difficult to purchase a truck from us.  Prices change on our website change often depending on market conditions.  Any vehicle is available for the price listed on the website and we would love to sell you one that interests you.  Please let me know if there is anything else we can do to help.

  Sincerely,

  **** ****

  Customer Answer

  Date: 11/11/2024

  Complaint: 22522141
  
  I am rejecting this response because: as noted from *********** website a VIP package must be purchased..although the clearly stated price is in the top corner..this VIP package has items listed as warranty items..it is ILLEGAL to force a consumer to purchase any warranties in order to buy a vehicle..the dealership just told me it is legal because it is disclosed..sorry not true..no warranties are allowed to be a condition of purchase..note the *** rulings this year on multiple dealers for this..I have todays ad from them and struggling to upload, it shows all I have stated.

  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:12/06/2023

  Type:Product 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.

  On 11/25/2023, the salesman at HENNA Chevrolet assured us that should we visit CARMAX to get a written appraisal for our trade-in, then bring the written offer to HENNA, we could purchase Chevrolet Traverse VIN ***************** at the advertised price of $43,640.00, less the written CARMAX trade-in offer, less a $500 competitive bonus as shown on the attached HENNA ad for the vehicle, plus customary tax, title and license fees.The ********************** salesman told us that there would be no unexpected ("junk") fees added to the cost; the dealership would add only the customary tax, title, and license fees. Based on the ********************** salesman's assurances, we made an appointment with the salesman, made the long drive to CARMAX to receive a written trade-in offer, and on 11/16/2023 arrived at HENNA Chevrolet with the attached CARMAX offer. The salesman took the documentation to his manager, and then returned to tell us that the manager determined there was "too little profit" in the advertised price, and HENNA intended to add $520.97 in unexpected ("junk") fees, plus TT&L, to the selling price. The salesman suggested that we buy the vehicle, and that he would escalate the issue to HENNA executive management to refund the unexpected fees. A copy of the manager's write-up, showing the "junk" fees and a copy of our check to purchase the vehicle, is attached.Per the attached emails, we contacted the salesman on 11/27/2023 to remind him about the promised refund, but there has been no resolution yet.We ask that 1) HENNA send us a check for $520.97, plus taxes charged, to refund the unexpected "junk" fees, and 2) HENNA desist from deceptive advertising like the attached example.Thank you in advance for considering this request.- ****************** *********************************************************** (m) ************

  Business Response

  Date: 12/06/2023

  Mr. *********,

  Thank you for visiting with me on the phone today.  I am submitting a request to refund the amount you request.  I hope you are loving your new Traverse.

  Kind regards,

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

  Customer Answer

  Date: 12/11/2023

  Better Business Bureau:

   

  HENNA Chevrolet issued me check # ****** for $536.29 to refund the excess fees.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******************

• Initial Complaint

  Date:03/06/2023

  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 leased a vehicle from the Henna Chevrolet and the lien holder is GM Financial. I wanted to sell my leased vehicle so, I paid it off to GM Financial with a check for $22,303.90. GM Financial initially processed my documents on January 23rd, 2023. Their representative told me that I would get a title within 15 days and that I can sell my car with that title.GM Financial has now notified me that they can't release the title because there is a mistake on the paperwork made by the Henna dealership and they needed to correct the issue first so that my title can be released.I need to sell my vehicle as soon as possible and I certainly don't want to take the depreciation of the car value due to the delay, also I have to keep spending money for insurance on a car that I no longer drive. Given that it has been well over 15 business days since the beginning of the process, I believe at this point we need to find a solution because it is making me lose a lot of money for a situation that could have been avoided, had it been taken care of correctly the first time. I would like to request compensation for the monetary loss on my part until this issue can be solved. For both the continuous insurance payments for a car that is not being used, and for the decrease in value of the vehicle. These are suggestions but the bottom line is that I am losing time and money and it is necessary to reach an agreement regarding that matter.

  Business Response

  Date: 03/16/2023

  Mr. *****,

  Thank you for your message.  We regret that the title has taken longer than usual to get to you.  I know that *********************** has done her best to expedite everything and she tells me you should receive your title very soon (if not already).  The state has struggled to process the title applications in a timely manner the last couple of years and that has contributed to the delay.  While we would not normally consider monetary compensation for paperwork related delays, I am happy to offer you a $250 credit to use in our service department.  ********** me know when you would like to come in and I will set everything up.  Did we get an opportunity to appraise your Blazer?  Perhaps we can get close to what you are looking to sell it for and we would welcome that opportunity if of interest to you.

  Kind regards,

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

  Customer Answer

  Date: 03/16/2023

  Complaint: 19542995
  
  I am rejecting this response because: 

  While I appreciate your offer, the amount of compensation provided is significantly less than the amount I have lost and continue to lose due to the lack of a title for my vehicle.
  
  Throughout this process, I have maintained constant communication with GM Financial and have been reassured on multiple occasions that the issue lies with the improper documentation process performed by Henna Chevrolet and not with the state.
  
  It has been two months since this issue began, and I was initially given a verbal confirmation by *********************, a Henna Dealership employee from the financial department, that the correction process would not take long. To directly quote her she said, it should not take longer than 4 to 5 days. However, this has not been the case, and the lack of organization in the processes by Henna Chevrolet has only served to further complicate the situation.
  
  I should have been able to sell my car 15 days after payment, but due to the delay in receiving the title, it has lost value over time. ******* initially quoted me at $35,285, but this offer has now decreased to $34,193. For that part I am requesting compensation for the lost value of $1,092 over time, and I am willing to sell my car to you for $35,285.
  Additionally, I have had to pay $759.20 for insurance coverage for a period of 6 months, of which I am only requesting 2 months worth which is, $253.1. As such, I am requesting compensation for the amount of $1,345.1. This number is not set in stone because, the more time passes and I still do not have the car title, the more the vehicle continues to devalue. 
  
  If you require any supporting documentation, I am happy to provide it upon request. I hope that you can understand my frustration with this situation and that we can work together to come to a fair decision.
  Thank you for your attention to this matter.

  Sincerely,

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

• Initial Complaint

  Date:11/03/2022

  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.

  Flew to ****** ** to purchase a new 2022 Chevrolet Silverado diesel on 10-29-2022 (Cost of $241 one way ticket) Sales contract was approved by both parties and sent to my bank for financing. With check in hand I was willing to pay cash ****** Sales tax which was 7.5% separate from the Sales price from the truck. When arrived I was told to add another 3% on top of that agreed 7.5% agreement. They said a 3rd party calculated that number after our agreement. There is NO extra 3% extra sales tax in ******. This was a scam from this dealership to add more cost to their Silverado. Asked ******* ** tag office to confirm my speculations that there was no extra taxes. I was correct 7.5% is only collected from the dealer for my county. Now left with no options I was forced to fly back to ******* at another cost of $250. Fees to unwind bank finances of $25. A refund of Plane ticket costs and a apogee is required to resolve this matter. Legal matter pending

  Business Response

  Date: 11/07/2022

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

  Thank you for your message.  I was very sorry to hear that we did not end up selling you the truck and apologize for the time and expense you incurred.  I can understand how this would be confusing and concerning.  We do use a service for out of state registrations.  Every state is has different fees and can lead to exactly the issue we both experienced.  I am attaching the sheet we were provided and I hope it will clarify the misunderstanding. 

  There are instances where the fees we are quoted by the service are slightly higher than it actually costs to register the vehicle.  If this happens, any overage is refunded to the customer.  The price of the vehicle does not change.

  I am happy to send you a check for $200 to demonstrate our goodwill towards the situation.  If agreeable, please include the address to mail the check in your reply.

  Kind regards,

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

   

  Customer Answer

  Date: 11/08/2022

  Complaint: 18348912
  
  I am rejecting this response because:
  
  Provided documents still shows a 3% extra sales tax, I will not allow you to conduct business in this manner. Total sales tax for *******, ** (Sedgwick County ) is 7.5% only. 6.5% county and 1% city. The extra 3% is for credit cards fees only when filling for registration (not full purchase price), I have two months to pay that with cash. Im a cash buyer and refused to pay a extra 3% for them to use a 3rd party that doesnt do their homework. ****** does not allow 3rd party registrations because car needs inspection from Highway patrol with owner present and titles or new car paperwork in office only. 

  
  

  I will except only a full refund of $450 for all flights and a call from the owner with a apology. 

  No business is allowed to force you to charge a 3% credit card fee when cash was going to be the payment to the ****** DMV in person. 

  
  

  I buy new cars every year and Auto Nation in ******** sold me a new 2021 Camaro with only charging me tax on accessories to the car bought in *****. All other taxes I paid in ****** no problem. So the excuses that you have to go though a 3rd party is also a lie. 
  

  
  

  Regards,
  
  *************************

  Business Response

  Date: 11/10/2022

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

  I understand that this is disappointing.  The fees we pay the agency to do registrations out of state are pass through fees and any charge above what is required to register a vehicle is returned to the owner. We cannot keep any of that fees assessed by them.  I see on the form that this 3% was to pay a local tax in ****** and not a credit card fee.  A quick ****** search let me know that there are different local taxes depending on where you live. 

  I regret that we were not successful in selling you the truck over this concern about the correct registration fees.  My original offer is still valid.

  Kind regards,

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

  Customer Answer

  Date: 11/10/2022

  Complaint: 18348912
  
  I am rejecting this response because:

  Here is a very simple page showing you my total local city, county and state taxes. There is also a calculations page for people that dont understand.

  Your 3rd party calculates my taxes wrong and my point is you are practicing in unsound business practices. 
  

  BBB I hope you can step in and show where the problem lies or take action in lowering the rating for this company. (Please leave content on your website for other consumers to read) people need to educate themselves before stopping into this business. 

   

  
  Regards,
  
  *************************