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:03/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have purchased a vehicle from Hgreg ************************************. you just over 2 weeks ago and in that short time period. I have had to replace a battery because the vehicle would not start the day after purchased. The vehicle continues to stall out and seems like there are electrical. Issues. This was not told to me at the time. I am keeping track of these problems I have already spent a total of 1200 dollars and issues continue the vehicle I purchased a 2018 Mini ****** this vehicle has had problems starting the second day after purchase. Aside from that I was told that the *************** had to be charged to me a total of $1500 because batteries are replaced and tires are replaced. I have had a tire with a leak from the day we purchased the vehicle and the battery was an older die hard battery that was installed. I purchased this vehicle because I felt it was a good brand with low mileage and it has been nothing but problematic. Tires are all dry rotted and scalloped as if there are other underlying issues. I will continue to bring this to a mechanic and hope that some one reaches out to me. As is, does not mean that you sell me a vehicle that already has problems we were shown the carfax and another report nothing major was stated in the reports. I will continue to document all of my issues and hope to hear from someone soon. I plan on seeking legal help as this was not told to us. As I am writing this email today Saturday March 22nd the vehicle again would not start. While driving lights kept flashing on and off and vehicle continued to shut down. There is a major electrical issue going on and I plan on bringing it to my mechanic again on Monday. When my mechanic took the vehicle in for initial testing there were several over voltage and under voltage codes that had been sent to the system. You are responsible for checking that the vehicle has an inspection before it goes out the door. I prefer all communication be sent via email.

• Initial Complaint

  Date:02/24/2025

  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.

  On November 7, 2024 I purchased a used vehicle from Hgreg at ******************************** location. I financed the vehicle through Ally. I was working with a gentleman named ***** ***** to finalize all the paperwork, at the end of which I realized i had to pay $5000 more than my agreed price, due to some extra vehicle protection plans. I realized this only once they posted all the charges to my Ally auto account. So I called ***** and I asked what's going on and if I can cancel these. He says I can. He sent me the form to fill out, which I signed and returned on 11/13/2024. After I followed up with him in December, he stated that it was approved and I should see my refund in 6-8 weeks. Right now it's the end of February, so 10+ weeks went by and I still haven't seen my refund. I need the protection plans by Magnishield and Ally Premier Protection canceled as soon as possible and refunds posted to my account in the amount of $5,387.00 which was the cost of the premium for these services that I never needed.

  Business Response

  Date: 03/17/2025

  In response  refunds take a while.  Here is a copy of the refunds.  All refunds go to the finance company since customer owes money to finance company

   

   

  Customer Answer

  Date: 03/17/2025

  Hello,

   

  ***** ******* with Hgreg was able to resolve this issue by issuing a check for the amount I was looking for to the lender and it has been posted to my account.

   

  The issue is now resolved. Thank you so much to BBB and Illana.

• Initial Complaint

  Date:02/07/2025

  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.

  It was kept from me that my car was in a previous accident, they pushed the carfax which showed no accidents reported but come to find out on the autocheck it was in an accident. I got the car transported from ******* and their manager at that location specifically told me they're required in their store at least to provide autocheck so Im like ****... I didnt even get an opportunity to make an conscious decision to go through with the sale or not that's been in an accident. I would of said no if i knew Or I could of at least negotiated a lower price!It gets worst! The manager ***** told me the rubber piece of my window that was messed up was covered under warranty. I go to get it fixed to be told it wasnt under warranty! I have a whole video of the service crew pointing out additional cosmetic issues as well.I confronted him about it and he tells me he never told me that and I'm like the whole reason I went in the 1st place was because you told me smh. I just wanted to get 1 of my dream cars and feel it was worth it. I now have negative equity for a car i didn't need in the 1st place, i have a paid off car.They even kept mixing up choice of words Telling me I can "return" or exchange the car in 5 days or 500 miles to later tell me it's only an exchange! So regardless if I came back the next day and didn't want the car i was stuck with it because I couldn't return it and they didn't have another car for me to exchange it for. Almost every dealer I visited to get an appraisal for my car pretty much told me they did me dirty & I should return it. There's no accountability. I haven't had the car for a month yet. I've been stressing to find a way out this situation. I want the car just not this one! What ***** is this will be considered a he say she say situation. I'm tired of different people telling me what they did was messed up or unlawful. Lastly, ***** sent $100 to clean rust off my rims i brougnt to his attention that cost $300- $400. This is ridiculous.

  Business Response

  Date: 02/19/2025

  In response to this complaint   customer signed documents stating vehicle might have had accident and structure damage, damage disclosure statement, and had the right to get the vehicle inspected prior to the sale

• Initial Complaint

  Date:10/24/2024

  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 found a car online I wanted to buy. The dealership is 277 miles away from me. I call the dealership many times to get the total price of the car and to make sure I agreed to the deal before I made the journey to buy it. I was told the dealer fee, tax, tag, and title were the only additional to the purchase price. I took a whole day off of work, took a 7 hour train ride to go purchase the car. Once I get there, they have added a protection plan for $1495. This is not a maintenance plan but a surface shine. They could barely explain it. They said one of their employees must of forgotten to tell me about it. I never agreed or asked for the plan, they would not sell me the car without the plan. I then had to pay for a cab, a hotel and a return train ticket home. Not to mention missing another day of work for another 7 hour train ride.

  Business Response

  Date: 11/11/2024

  In respond to this complaint we truly apologize for the confusion.  All our vehicles have the protection plan applied to the vehicles.  Unfortunately if the  customer would have put a deposit on the vehicle and requested a buyers order prior to coming down it would have been disclosed on the buyers order

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22468007
  
  I am rejecting this response because:

  No one from your dealership ever informed me of an option of putting down a deposit. The multiple people I spoke with all said I had to be physically in the store to purchase the vehicle. The last person I spoke with, I asked them what all the fees would be in order to purchase. He informed me their dealer fee of $1299 (much higher than the state average of $799) and around $800 for tax, tag, and title. Once I traveled 7 hours to get there, the sales manager never mentioned anything about a deposit, he was trying to explain this ridiculous excuse about how there are no phones in the building and a never spoke with someone from that store. Even though I was texting my sales *** just 20 min earlier because he picked me up from the train station. If the "protection plan" is applied to the vehicle then the price should be added to the sticker price and covered under the "as-is" on the sticker. How the h*** can you justify forcing someone to pay for something they didn't ask for? I know, because you're crooks. It's funny, I wrote this complaint weeks ago. Oddly you don't respond until the morning I get an alert on my phone that the vehicle in question has been sold. What a coincidence...

   

  Sincerely,

  
  **** ****

  Business Response

  Date: 11/13/2024

  In respond to this complaint all vehicle have the protection plan installed and customer was offered the opportunity to get the car inspected by a 3rd party prior to coming to the dealership at their expense.  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22468007
  
  I am rejecting this response because:

  First off, no one at your dealership "offered" to let me get a 3rd party inspection. I hired a company to do so before I even came across your dealership. Second, please explain what your protection plan is, because even your sales manager I had the misfortune of dealing with could barely explain it. Sounded more like he was trying to retell a lie someone said to him. Not ONCE did anyone from your organization mention the protection plan to me until I was actually in the store. No one offered any guidance on a 3rd party inspection. When the person I hired to come out and inspect the car, apparently no one mentioned anything to him about the protection plan. if they had, I'm sure it would have shown up in his very detailed report to me which included over 50 photos and a video. Unlike your sales manager who could barely form a sentence to explain your fraudulent protection plan. 

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 sold Hgreg my car and they refused to cut me a check on the day of sale and next day they informed me it would take 5 days I called next day informing them I had a financial crisis and I needed the money today then the the manager answered with an attitude and spoke to me poorly and gave me a choice to get my car back and cancel the sale so I went to the dealership upon arrival it took them half an hour to get my car once a sales man pulled up and parked the vehicle I inspected outside of it and notice many many long scratches on the car I do have before and after pictures I immediately got ahold of the same manager and pointed out the damages he informed me to contact my insurance

• Initial Complaint

  Date:07/06/2024

  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.

  May 25th 2024.Was promised that we was sold a road safe car and that it had been thru alot of testing to make sure it was good to go. We hadn't even made it home the same day and the check engine light was one due to a bad fuel cap. Called Hgreg and they could not see us untill 12 days later. They kept the car for a few days and we got it back and they said it's all fixed. Same day the check engine light came back on again. This time we had to wait another week for them to see the car they kept the car again for multiple days. This time they said that the system they use for parts was down and parts could not bee ordered. They agreed to let us have the car while we waited for parts. Parts came in the following week and we had to wait another week after the parts came in to have the parts installed. After turning the car in they texted us that the wrong parts came in and they had to order the right parts this time they kept the car for days again with promises that the car would be fixed. Picking the car up again hoping the issues are fixed but no. Same they as picking up the car the check engine lights comes back on. Now we have had enough and wants to turn the car in.

  Business Response

  Date: 07/23/2024

  in respond to this complaint customer went to the location where they purchased the vehicle and sat down with the general manger.  Customer is going to take the vehicle to an infiniti dealership for a full diagnostic and bring the results to us at Hgreg to try to correct the issues with the vehicle if possible

• Initial Complaint

  Date:05/01/2024

  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 vehicle from this dealership on 03/15/2024 2 weeks later I brought the car in because of the transmission having issues. They serviced the car replaced the transmission hose and did a transmission flush and told me the car was good to go. 2 weeks after the "repairs" my car stalled out on me in the middle of a busy road during traffic hour and would not start. I had the vehicle towed to a repair shop to have it looked at and they said the transmission was shot and the car should have never been sold in that condition. After 2 weeks of getting the run around from the dealership they tell me since its been over 30 days they cannot help me even though they knew they were at fault.

  Business Response

  Date: 05/14/2024

  In respond to this complaint customer was aware he or she was buying the car AS-IS and also had the right to get the car inspected prior to the sale by a 3rd party.  In addition as a curtesy the car was serviced and customer drove off with the car.  In addition customer also was offered an opportunity to purchase an extended warranty at the time or purchase and chose not to

• Initial Complaint

  Date:01/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poor customer service damage to my credit.Refuse to allow me to speak to a supervisor or the general manager

  Business Response

  Date: 02/01/2024

  In respond to this complaint we have tried to reach out the customer by phone and email and have had no luck.  In his BBB complaint the customer was not specific about his complaint.  Waiting for customer to return our call or email

• Initial Complaint

  Date:12/11/2023

  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.

  This ********** is running a scam!! I was scammed big time, please don't buy from them so you don't feel the pain I'm in.On 9/24/2022 I bought a Kia ****** ********************************** looking but immediately was swarmed by a salesman by the name of **** he has a twin brother there I believe.Everything was great at first, I said I was going across the street to the Kia ********** and was told they have better cars and was also told that they can sell it to me for cheaper, so I listened.I then told him I'll come back but he stated it was his birthday and he was in a good mood and can beat any deal that I was given.I listened and man wish I didn't. He took me for a test drive I'm a Kia ****** 2017 and I traded in my Infiniti g35 thinking I was getting a good deal after he convinced me to. I asked for a carfax report and he showed me, not being honest that he omitted important pieces of information like the car having major damage and needing repair.Now 1 year and 2 months later I keep having issues like oil leaks and the coolant running and mixing with the oil and the active air flaps system failing. I take it to the same Kia ********** across the street and they tell me the car is only worth $500 and it should never have been sold. They never told 3m any issues and now I'm in debt over $20,000 for a car worth only $500. They knew this, but sold me a total lemon and now I can't even trade in the car. They knew what they were doing and it was criminal. I plan on filing a complaint with the state because this is horrible how they do hard working people.The sales manager even made me sign a form with a company that you have to pay car payments every 2 weeks with and said they won't allow me off the lot until I sign it. When I called the company to cancel they said that's not true you didn't have to sign.Please stay away from these people I plan on bringing this to the powers to be because these people are scam artist.

  Business Response

  Date: 12/19/2023

  In respond to this complaint the customer is given the option of getting the car inspected by a 3rd party prior to purchasing it and customer signed a document acknowledging they could have gotten the car inspected.  Also the customer signed they were buying the car As-Is and could have bought an extended warranty at time of purchase

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20993288
  
  I am rejecting this response because:

  There was no information given to me about getting a 3r party inspection or even information about buying an extended warranty. I was even told that if I didn't sign the autopsy agreement where every two weeks I was paying car payments then I wouldn't have been as to take the car off the lot. It was a rainy day in fact a storm was coming and I wouldn't have been able to get home.

  Yes I was told the car was As-is but it wasn't leaking or had air-flap issues. In fact I was told it was inspected and the car was road ready. Ya even gave me a bogus carFax report.

  This is a SCAM business model.

  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/08/2024

  CUSTOMER was given the option to get the car inspected by a 3rd party prior to purchasing it.  Customer signed a disclosure stating they had the right to get the car inspected prior to sale.  If customer would like to get a copy we would be glad to provide a copy 

  Business Response

  Date: 01/17/2024

  In respond to this complaint  customer was fully aware buying the vehicle AS-IS and signed a document stating it.  In addition customer signed an additional document stating he or she had the right to get the car inspected by a 3rd party prior to buying it and their expense.  Also we provide a customer a copy of the Car Fax and Auto Check at the time of purchase.  Customer was also given the opportunity to purchase an extended warranty at the time of the purchase

• Initial Complaint

  Date:11/27/2023

  Type:Order 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.

  While attempting to enter in a credit extension this company denied my right to contract by asking for ****** cash down payment. I gave the verbal notice that anytime a extension of credit is involved in a contract the finance charge is the sum of all charges. They insisted on me paying with cash.

  Business Response

  Date: 01/08/2024

  In respond to this complaint the bank is the one that gives the approval and dictates how much money customer must put down to purchase the car they want