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:09/22/2023

  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.

  Beware HGreg ********* Beach costumers. Dealer is very dishonest on the hidden fees, and takes advantage of those non fluent English speaking costumer's. My parents where charged $5,600 more than the sticker price after taxes and dealer fees. Once we tried to cancel them, 2 out of the four additional charges were not cancelable. The dealer representative that helped us out, didnt want anything to do with us once we wanted to complain about the charges, and the 3 different times we came in he was supposedly busy and never helped us clear the different doubts.They force you to pay a $790 USD warranty that you really wont need. All it covers is a ceramic coating on the front windshield and a supposedly interior damages. How is it possible to be forced on getting a protection plan you dont need/want from a dealership???

  Business Response

  Date: 10/03/2023

  In respond to this complaint customer was given ample time to review all documents prior to signing them.  If customer would have had any questions we would have been glad to answer them prior to them signing the documents.  Customer was explained all documents prior to signing them

   

   

• Initial Complaint

  Date:05/20/2023

  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.

  HGreg made me sign under pressure unwanted warranty for my new car. About 2 weeks after I purchased a car, the car hood was on fire because Hgreg didn't checked the car before they sell it. They sold me unsafe car. They refused to communicate with me ignored my letter and the phone calls.

  Business Response

  Date: 05/22/2023

  In respond to this complaint Customer was not pressured into signing documents.  customer was presented written options and customer picked the warranties in question and signed to that effect.  In addition customer signed a disclosure stating some warranties are non cancellable and in conclusion customer bought a car AS-IS and signed another disclosure stating he or she had the right to get the car inspected prior to the sale

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20084783
  
  I am rejecting this response because:

  The financial manager **** made me sign the documents I did not understand fully. He gave me a wrong and misleading statement informing me that my car loan will only be approved if I take these options,and it will be denied if I do not. 

  Also you it is illegal to sell a vehicle in a condition with the high risk of fire ( I got a fire incident immediately after car was purchased). Before purchasing a car I have been told that the car is fully checked by Dealership mechanic.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/24/2023

  Customer was aware he or she was buying car AS-IS and customer was able to review the documents prior to signing and if he or she did not agree they could have walked away from the sale.  We collect the money down at the end of the transaction once all documents are signed

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20084783
  
  I am rejecting this response because:

  HGreg is advertising their vehicles with the price below normal value or market price. It is approaching for a customer to come and buy a vehicle at a good price. But then, by signing Purchase and Sales contact, the buyer is facing a non-cancelable mandatory contract known as vehicle warranty.

  Finally, the final purchase price (not including the taxes!), is about $2000 higher than the market price advertised by HGreg dealership.

  By signing Purchase and Sales contact, I personally was facing a non-cancelable mandatory contract known as vehicle warranty. This particular warranty - has no real value to me as the customer, is absolutely useless. The warranty companies are called Magni Shield and ************ - they are under control of HGreg. 

  The financial manager, **** said that if I do not sign these, I will not be able to enter a contract and be approved for the car loan. Also, this person gave me a false statement that I will receive a follow up warranty for my car.

  And the profit of MagniShield Warranty contract goes to HGreg Dealership-this is what I found after contacting MagniShield representative. There appears to be heavy infringements of the competition rules and ** law and unfair business practice.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/02/2023

  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 am from out of the state and bought from Hgreg west palm beach a ******* santa fe was listed as 7 seats but after i shipped it to my location it was delivered to me 5 seats after i was verbally assured by the sales man it is a 7 seats. I contacted the sales man his name is ***** and told him it is a false advertising and he apologized that he told me wrong information due to miss typing, i requested to speak to his manger his name **** and he offered me $500 and i refused it due to professional KBB showing different in the price for same mileage $7000 between 5 and 7 seats **** said "let me look into it and will get back to you then next day called me and said nothing i can do cause there is a disclaimer on the web site that we are not responsible as you bought it as is. Also i was told that it will be detailed and it wasn't it came with stain and cigarette burn and smels mold they didn't vacuum it. Also they delayed all paperwork after i paid and recived the car for 3 weeks it was sitting on my driveway no temporary plates, registration nor any proof of ownership Also i was told they will send me a remote and they didn't they only sent me one key which's very hard to unlock as the car key input is blocked by the car body structure. Please i am open for solutions such as exchange the car for 7 seats same feature, take the car back and refund my loan, refund me the difference between 5 seats and 7 seats which's $7000 and i should not be responsible for any fees. If they decided to take the car back i will need extra refund of $1200 as i paid to transport the car to my location. Car price dropped down about $2000 in less than a 30 days at his new advertising which's still need to be refunded. Thank you for your help and time! Be advised pictures showing 5 seats and 2 folded seats on the advertisement. Thank you for your help!!

  Business Response

  Date: 05/03/2023

  In respond to the complaint.  Customer signed a disclosure stating he or she had the right to get the car inspected prior to buying the vehicle.  In addition our website pictures show pictures showing its a 5 passenger vehicle.  Also our website has a disclosure  stating the following

  Although every reasonable effort has been made to ensure the accuracy of the information contained on this site, absolute accuracy cannot be guaranteed. Dealer is not responsible for errors and omissions. All vehicles are subject to prior sale. Price does not include applicable state sales tax, title, license plate, pre-deliver service charge of $1299.00 (This charge represents costs and profit to the dealer for items such as inspecting, cleaning, and adjusting vehicles, and preparing documents related to the sale), electronic service charge of $699.00 (This charge represents costs and profit to the dealer for items such as inspecting, cleaning, and adjusting vehicles, and preparing documents related to the sale).  In conclusion the customer was offered a one time ****** check as good faith gesture and customer refused it .  We feel the customer was unreasonable with his or her demands after the sale

• Initial Complaint

  Date:03/14/2023

  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.

  On January 29 i bought a 2019 ***************** from the HGreg of ********* Beach. When i got my first months billing of my car insurance i noticed that it was way more than what i agreed on. So i go on the app and it says i own a 2021 *********************** V6 engine twin turbo. But if you look in my engine that is not what i have. So i call my insurance company and they tell me to take pictures of the vin on door and vin on windshield. I notice they look off from the one i signed for. So i grab my paper work and on it is a completely different vin than whats on my car. And i also had gotten a letter in the mail from the *** stating that my license was going to be suspended because i am not paying for insurance on one of my vehicles. I only own one car. So i go to the dealership to deal with the problem and all they can do for me is give me my money back and take the car back. But thats not a possibility for me because they messed my credit up by running it through 7 different lender companies. I was already on a thin line of credit because i have never financed anything before. My credit is now a 549 because of them! And my license is soon to be suspended because of them! They are trying to leave my with no car, a suspended license and a very poor credit score. I wont be able to get another car after this for a while! I am feeling stuck and it doesnt seem like there want to do whats best for me. Only whats best for them. They didnt offer any solutions but $500 and an uber ride home. I cant be without a car and i dont think i deserve to be especially since Ive done NOTHING WRONG IN THIS SITUATION but i seem to be the one paying the price. They need to find me my exact same car but with matching vin numbers and with no effect to my credit. Ive already lost enough due to there negligence. I cant afford to lose anymore. They sold me a car with a fake vin and they need to fix my situation in all aspects.

  Business Response

  Date: 03/15/2023

  Customer was notified to come in.  Customer came ******************** offered to exchange her vehicle or reimburse her down payment and buy back the loan from the bank.  ******** says was stepping out for a moment and left the dealership and never came back.  We tried calling and texting customer and now does not answer our calls.  In respect to the vin not matching it was a stolen and recovered car.  We tried working with the customer with no success

   

• Initial Complaint

  Date:02/27/2023

  Type:Billing 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 have made a purchase with an approved credit through my bank, but somehow they managed me to sign up for another debtor so that Im paying monthly payment twice for the same item. How is that even possible?

  Business Response

  Date: 03/03/2023

  customer seems to be confused.  Customer signed an installment contract stating he will be making his payments to Capital One.  

• Initial Complaint

  Date:02/11/2023

  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.

  2018 Audi A5 Cab, $30k out the door 12/22/22. 62k miles. **** accidents, 3 year lease return. Already after 1 weekThere is a bad wheel bearing, the driver side window had random stuff wedged in between the seal and the glass that blocked wind from coming into the car because it does not seal right (something I pointed out when we test drove), the 3 speakers are blown out/duck taped. I completely feel as if I bought a vehicle that never went through a service inspection and it came directly from the auction whats the point of going to a dealer anymore if we just sell auction vehicles blindly to the public and charge $2k in dealer fees to broker the transaction??? Update: 02/11/22 (45days ownership) & 2k miles. So far we have diagnosed broken front upper control arms, front brake hoses on both sides bent and broken, no brake shimmy/spacers in between brake pads and calipers/rotors on either front two crake calipers, A/C Freon leak, window regulator broken, sold w/ a cracked windshield, every wheel curbed/damaged, defective car key remote, sold with a nail in left rear tire, 3 speakers blown. The brake lines/hoses were not securely mounted to the vehicle and resulted in one fraying while I was driving, expelling all brake fluid from it being bent back and fourth after every turn (clearly an ongoing issue.) I could have killed myself or killed someone else with the lack of brakes. This should have been found during a routine inspection when the dealer took possession of the vehicle. So far I am $2148.00 in the hole 45 days after purchasing the car. And this is only because I found a mechanic that does work on European vehicles for $155/hr labor rates. Audi of *** charges $325/hr labor rate and quoted me $4800+ in total for the repairs. $839 new key $807 window regulator & A/C Freon fix, diagnostic $214 Diagnostic $364 Brake shimmy/spacer/hose Still need to repair control arms @ $1,000/piece. Extended warrant covered $0 $ 0Business will not work to cover repairs.

  Business Response

  Date: 03/03/2023

  In respond to the complaint customer was aware buying car AS-IS and signed a disclosure stating it.  In addition customer signed another disclosure stating they had the right to get the car inspected by a 3rd party prior to buying the vehicle and customer test drove the vehicle prior to buying it and rejected buying an extended warranty when offered

   

   

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19388063
  
  I am rejecting this response because:

  This is the most PR response possible and completely undermined the integral inspection that was failed for the brakes of my vehicle. Much was discovered beyond the return policy that only gives drivers enough time to take the car for its first gas fill up (because the car was only purchased with less than 1/4 tank of gas).
  
  Nonetheless, your claim that I refuted a warranty policy at signing is valid because I already have an active policy with your contracted warranty company that has informed me of the steep uncharged price you sell your policy through the dealer. Also to your warranty point, buyers please be aware that their stunt to push you to purchase a warranty comes with TERMS, as all contracts do if you purchase an extended warranty and your brake lines snap at 70 MPH after only a few weeks of purchasing like mine did, or you have any other issues covered if you just buy a warranty, your warranty will NOT cover the expenses as they will claim them to be preconditioned. Meaning they know you bought from a dealer that routinely lacks the decency to take liability for their faults and they will DENY your claim. Warranties only cover issues AFTER 30,45,60 days from your contract date, and AFTER ****+ miles driven. If something happens to your vehicle before this period lapses, the warranty will NOT cover your claims!!!!! Dealers know how to work around contracts and clients to push inventory off the lot as quick as possible, this dealer in particular lacks integrity and doesnt have the decency to reach out to the customer with concern or viable options to address the issue.  
  
  I have worked in the sales, automotive, and have a long standing family history in mechanics and will not stand to have the public be unaware of the shady and unethical practices taking place at this establishment. I brought this concern to multiple other Hgreg dealers in south ******* who have all voiced that if this would have happened at our branch, we would ensure to do a safety inspection and address the brakes. 
  

  Although this may seem like a minuscule issue to quickly shove to the side and responde customer signed an AS IS addendum this is a complied complaint on top of being sold a vehicle with a nail in the tire, cracked windshield, and poorly concealed window damage.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/10/2023

  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.

  I purchased a 2018 ***** S90 based on the CARFAX presented and the verbal warranties of the dealer. The car was presented as having an accident with slight damage to the rear corner, stating under $1000 in damage. Upon bringing the car to an authorized ***** dealer, it was discovered the car had frame damage, was completely repainted and there was over $3000 in broken electronics and parts in the vehicle needing replacement. The dealer indicated any dealer doing a multi point inspection would have discovered this immediately and disclosed it to the customer. The car dealership made a fraudulent misrepresentation or advertising regarding the car you purchased. Upon purchase I paid a dealer fee of $1,299, a registration fee of $699 and a license fee of $386.85. After notifying the dealer the offered for me to bring the car back and buy a more expensive model. I asked to waive the fees but they refused and 2 weeks after I bought the first vehicle, they charged me another dealer fee of $1,299, another registration fee of $699 and another license fee of $250. The second set of fees should have been waived at a minimum for misrepresentation of the cars history, instead they charged me for a second set of fees for an error on their part.What would satisfy my complaint is them to reimburse me for the $2,250 in duplicate fees that I incurred due to their misrepresentation and fraud. They even state on their website that all vehicles go through a multi point inspection and brought to almost new condition, with only 2 out of ************************************************************************ anyone without proper information and disclosures. I should not be penalized $2,250 for their unprofessional mistakes.

  Business Response

  Date: 02/13/2023

  customer was advised he or she was buying the vehicle AS-IS and signed a disclosure to that effect.  In addition customer signed a disclosure that he or she had the right to get the car inspected by a 3rd party prior to purchasing the vehicle at their expense.  Also customer had the option to buy an extended warranty at the time of the sale.  Unfortunately we do not get the history of the vehicle when we purchase the vehicles, so we offer free of charge the car fax on the vehilce which is what we rely as well.  In our website we disclose all our fees and prior to customer buying the vehicle they are given the buyers order to review it prior to signing it.

   

   

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19381945
  
  I am rejecting this response because: The car dealership made a fraudulent misrepresentation or advertising regarding the car you purchased. There is a big difference between a small fender ****** under $1,000 and a car that has structural damage and fully repainted.

  Sincerely,
  

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

• Initial Complaint

  Date:11/25/2022

  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.

  Bought a 2017 ***** Colorado on Friday November 4th 2022. They have a program where you are able to contact them within 3 days for any issues you find with the vehicle you purchased. There has been multiple issues and no resolution. There is a coolant leak, which they stated they could not locate, and they just filled it back up with coolant. 2 days later its completely empty again and you can see the hose in which it is leaking from. They have dodged multiple calls and messages from me. They are not replying. They are ignoring me trying to set up service. They have breached the contract between us by not resolving the issues with the truck. They are completely ignoring me and constantly forward my calls.

  Customer Answer

  Date: 11/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  My name is *******************************. This case is now resolved. Please remove. 18463325
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/26/2022

  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.

  When I purchased a car here I was sold a leather warranty come to find out it is not a leather Warranty its for a leather protection that was never applied to my car. I never was told about this nothing was ever mentioned about anything being added I bought the car as it rolled off the truck. *** asked for a refund or for the ** to call me but I get no calls or answers other then a sorry for the confusion I was also never aware I had a Maintenance package that I bought. I have never used it I called the company that I have it with(Quality Guard PLUS) who told me since I have never used it I should ask the dealership that I bought it from to give me a full refund since I did not know about it till May 22. The ***************** told me that they cant do that. AllI want is a refund of the 2 warrantys. I understand I signed this but the leather one the finance manger assured me he would take off but I just found the paperwork for that, the only warranty info I was provided was with NSD I thought I did not get the maintenance package because that warranty company said they did not offer the oil change one. If I was provided the correct paperwork I would have used the maintenance part. I would like a refund on the maintenance program, and some sort of reimbursement for a leather service I never received whether its a refund or money off the next car I buy please provide a remedy.

  Business Response

  Date: 10/28/2022

  At the time of the sale the customer was given the opportunity to read all documents prior to sale.  In addition the customer signed all documents and was given copies of all paper work signed.  Some warranties and or products might not be able to be cancelled.

• Initial Complaint

  Date:09/12/2022

  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.

  We purchased a 2016 Ram **** Ecodiesel from Hgreg the in August.The vehicle has been at the repair shop for 3 weeks total. There have been numerous issues and the repair are closing over $2k. I shouldn't have to pay anything beforr our first truck payment is due.I also called FCA Corporate about a warranty extension that was faired on my vehicle. I found out through them that the warranty was voided because the truck was not imported correctly from ****** to *****************. There is no way that we should be responsible for this vehicle considering the information I received from FCA. The dealership should take the vehicle back, plus give us the truck payment and the amount we have already put into the truck, which had NOT resolved the issue. I have emails and messages from the cornet dealership that it is at saying that there are multiple issues with it. The Diesel technicians at Hgreg had to have know there were issues. I am extremely disappointed in this dealership.

  Business Response

  Date: 09/27/2022

  Spoke to customer and customer returned vehicle to us.  We will be cancelling the auto loan with the bank