ComplaintsforHerrin-Gear Automotive Group

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2023 I took my 2017 QX 80 infinity to Herrin Gear for an oil leak. I got my vehicle back and there was a noise coming from under the hood. This week I went to Meridian Ms. To the doctor and when I returned I noticed a puddle of oil under my vehicle. Because Herrin Gear works hand and hand with the Meridian, Nissan company I called Meridian and the Nissan company set one of there mechanics down to my house to see if they could see what was going on with my vehicle. I was told that I had a bad oil leak and the mechanic took a video of the leak and they suggested that I do not drive my car so I got in contact with the infinity company in Jackson and I told them that the Nissan company did suggest that I don’t drive my car, so I was told by Ms. ****** ********** that I needed to get my car to Jackson. I explain to her that the same problem I brought my car into them in November 2023 looks to be the same problem I’m having now so I told her. That I needed them to send me a towing company to pick my car up and also I need a loaner car. the next day she called me asked me for my address to where my vehicle is and The towing company picked up my vehicle around 5 PM that next day. She also told me she had a loaner car that I could drive that day. The next day we talk and I was told that they did not have a loaner car for me to drive. I told them that I did not have a car and I had a doctors appointment the next day. I also talk to Mr. ***** ****** Supervisor over Miss ********** he took my complaint and said that he was going to go talk to Miss ********** and either he would call me back or miss ********** will call me back And I still have no loaners car they have had my car for two days I have not heard from them. I need a 100% resolution towards this matter. Back in 2023 my car was at Herrin Gear for about four to five weeks. Communication most of times was texting. I would appreciate it very much if you all could help me. Thanks, car is still leaking oil.

  Business response

  04/02/2024

  I apologize for the trouble Mrs. ******* has experienced with her INFINITI. Our Service Director ***** ***** has been in touch with Mrs. *******, provided her a loaner vehicle and her vehicle repairs are being assessed. It is my understanding that no additional assistance is needed at this time.  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was taken to ***************** Body Shop on 01/12/24. No one called with an update to inform me on what steps I should take. Once I I inquired, it took over 2 weeks for ********************* to send over paper work so that an adjuster could come out, following that, it took and additional 2-3 weeks for her to send over an estimate to the adjuster so that they could send payment. Her excuse was she sent it but shes just seeing it didnt go through once I came into the building personally. This only happened after I physically went to the body shop and inquired about the lengthiness and no one returning any of my calls of which Id left messages each time. My vehicle is still there and every week I call Im getting the same excuse thats theres no parts, its going to paint, and its been going to paint for the last 3 weeks. Im told my vehicle will be ready and by the end of the week and after calling multiple times and no one returning my calls, I am told it would be an additional week. This entire process has been draining and ridiculous to say the least. There is no sense of urgency and I have been without my vehicle for 2 months and insurance is pressuring me due to the shops careless delays. The workers are unprofessional and not understanding.

  Business response

  03/14/2024

  Tell us

   

  03-14-2024
  
  ***********************;
  Director of Dispute Resolution 
  ************************************** 
  
  
  ********************,
  
  Thank you for your e-mail concerning ******************************* dated March 13, 2024. As you know
  Herrin-Gear Chevrolet takes all concerns from our customers seriously.
  
  I see that ****************** dropped her vehicle off for body repairs on January 17, 2024. The insurance assignment was issued to the body shop, with authorization to repair on January 25, 2024.
  
  As of this date, 3-14-2024, the vehicle has moved from the paint department back to the repair technician for reassembly. While we anticipate no further issues, realistically there may be a part need, or a dash warning light may need inspection to complete the reassembly process.
  
  The anticipated time frame for the repair completion with no further unexpected delays is Wednesday March 20,2024. Should there be a delay issue, we will communicate with ****************** directly.
  
  Thank you again for your email and we apologize for the repair delay. Our objective is and always has been to provide a quality repair.
  
  
  Sincerely,
  
  ***********************
  Herrin Gear Chevrolet
  
  *********************************************************** here...

• Initial Complaint

  12/23/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchase a used a car from ***************** with a warranty on 08/23/23. I trade in the car on 09/08/23 with another dealership. I spoke with ***************** on how to cancel the warranty and receive a refund. I gave them all the paper work requested and to wait 6 to 8 weeks in September. It's going on 3 months and have not received a refund. When I call and leave a message to have a call back. No one calls me back. And, when I go to the dealership I get the run around. I would like to resolve this matter and this was the last resort.

  Business response

  12/26/2023

  Good morning ***************, I hope this email finds you well and hope your Christmas was wonderful. I received your message from the Better Business Bureau and I am following up on the status of your refund. I apologize for the delay and will make sure everything gets handled promptly from this point forward. Please feel free to call me on my direct line at ************ or by email at **********************************************************, if I can assist with anything additional. We appreciate your business and will be back in touch soon. 

  Customer response

  12/28/2023

  I received a email yesterday for ***************** and it stated :  We have sent this cancellation today . Please allow approx. 4 weeks to receive your refund. This is what I been told for the last 3 months. 

  Please let me know what is the next step I need to take.

  Customer response

  12/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21050051

  I am rejecting this response because: I have waited 3 months to closed this matter and know they want me to wait another 4 weeks for a refund.  I keep getting the run around.

  Regards,

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

  Business response

  01/05/2024

  You have been more than patient and have my sincere apology for the delay. I do not have a good answer as to why the cancellation was not properly processed when you originally requested, but assure you I will work with the team and see this through until you have payment securely in hand. Please feel free to call me directly at ************ or by email at **********************************************************. We appreciate your business and apologize for the delay and inconvenience we have caused. 

  Customer response

  01/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21050051

  I am rejecting this response because: I have been waiting 4 months and no refund.

  Regards,

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

  Business response

  01/10/2024

  Good evening ***************, I just received an update from SafeGuard regarding your cancellation. The cancellation has been processed and the payment has been mailed to us. I am hopeful that the payment will be in our mail in the next couple of days. Would you like us to mail the refund to you or would you prefer to pick it up from us, directly. Please let me know your preferred method and I will update you early and often regarding the disposition.  

  Customer response

  01/18/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21050051

  I am rejecting this response because: I have not received refund.

  Regards,

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

  Business response

  01/26/2024

  Good evening ***************, the payment was mailed to **********************************************************************. Please let me know if you did not receive it. We appreciate your business and apologize for the delays surrounding this refund. 

  Customer response

  01/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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.  Refund was received.

  Regards,

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

   

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchase a 2017 **************, It has ***** miles within 2 days the heat went out,. I purchase the extended warranty but it's not covered, I called the sales Manager ***** and left a message to call me back, He never did, I spoke to another man who said ***** was at home sick and asked him to help me, I explained to him i then had the vehicle three days and the heat went out he told me he would call me back to help he never did. I took the vehicle to gateway automotive who stated that because of the few miles on it and it shouldn't be having that problem to take it back for them to fix. My husband called ***** the sale manager and was told he would be calling us back to bring it in to be fixed. he never did.

  Business response

  01/05/2024

  ***********, Thank you for taking the time to speak with Sales Manager *********************** regarding the problem with your heat. I am glad you all were able to resolve the problem and appreciate you allowing us to assist. We appreciate your business and hope when you think automobile in the future, you will think *****************. If anything additional is needed to assist, please do not hesitate to reach out. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2011 traverse in the beginning of November, I called left messages on the ** of the assistant who was assigned to me, he never returned my calls, I then went up there and spoke to a manager about it hoping that things would change. When I took my vehicle there is was hesitating and stopping at times when I come to a stop,. I got a call a month later saying it's ready but other items came up that needed to be replaced. I asked if I can take it home and bring it back in a week or two and was told yes, I paid $6000 for the work they said they did, my wife drove the vehicle home, she never drives my vehicle and told me it was hesitating and cut off right after exiting the high way, we called and left a **, they scamming. This vehicle wasn't fixed.

  Customer response

  12/04/2023

  My car was taken for engine problems. I picked up the truck on the 1st of Dec. at about 3:30 pm. While driving on the highway the steering became hard to steer , causing me to almost hit the median. As I got off the ramp the engine cut off. I was about 10 minutes from my house. I hit a bump and the entire front end started to shake as if the front wheels were about to fall off. The car didn't have these problems when I dropped the truck off. I immediately called the service department, and, of course the service advisor didn't answer the phone. Even though he was at his desk when I left. I believe that because I had to call his manager three times to have him call me. He became upset, didn't fix my truck properly and sabotaged my truck steering system and possibly tires suspension, almost causing me to have a terrible accident on the highway. The truck is not drivable, although I paid $6000.00 for repairs.

  Business response

  12/08/2023

  We have resolved the issue.  Customer ended up purchasing another vehicle from **.

  Thanks!

  Customer response

  12/10/2023

  [To assist us in bringing this matter to a close, you must give us a reashwayon why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20946217

  I am rejecting this response because: When i took the  vehicle in i informed them that it was mis-firering and when you come to a stop it would cut off, I was told that the vehicle was driven after they fixed it, that's impossible my house is 12 minutes  away it stopped coming off the highway in less then 8 minutes, if i had still been on the highway it would had caused a accident, they told us when we went back and asked to speak to a manager that the agent that was assigned notated in there system that other things was wrong, after we paid $6000 for repair, They told us they were checking everything and was going to let us know what was going on upfront it took a month, they made a subjection after they told us of the other work, and then stated it would also cause the exact same problems mis-fire and stopping, If that was the case  why would they allow  us to take it home. ($6000) a course, then the manager gave us options to get a loan to do the repairs that we already paid for or see if we can get a loan to purchase another  vehicle, Since we needed a vehicle to work and survive to pay bills we did that but they didn't fix the vehicle, It wouldn't be doing the exact same thing,. They then stated they were sending our vehicle to the auction and give us $1500 toward a new vehicle, They should be reimbursing us the difference from what we paid for the none repair that cause us to have to purchase a vehicle in the first place.   

  Regards,

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

  Business response

  12/18/2023

  Unfortunately, the 2011Chevrolet Traverse with ****** miles did have other issues other than what it originally came in for.  We did have to send the vehicle to auction, and gave the value of the vehicle in the state that it was in and traded it for a newer vehicle with less miles.  This new vehicle does have an extended warranty that was purchased.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went in to purchase the day after closing. Purchased an 2018 qx80 after having it for a few days it had a number of issues. While waiting at the dealership I was told the vehicle title wasn’t clear on it so I had to return. They have been giving me the run around over a week with giving me something else. Ran my credit again without my consent. No one has solved this issue

  Business response

  09/23/2023

  Thank you for taking the time to reach out regarding your purchase experience. I apologize for the trouble and inconvenience you have experienced and would be happy to assist in anyway possible. I will reach out directly to you on Monday to see how I may be able to assist. Please feel free to contact me directly as well. My name is ******** ********* General Manager of Herrin-Gear INFINITI. My direct phone is 601-********, I can also be reached by email, if preferred, at *********************************. We value our customers deeply and sincerely apologize for your experience. I hope you have a restful weekend and look forward to talking with you on Monday.

  Customer response

  10/04/2023

  This matter was taken care of to a certain extent. My credit was ran continuously after the 2nd of September without my consent and needs to be fixed with the credit bureaus. This matter is still an issue

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  July 24th my 2021 Lexus Es350 stop on me while traveling in Alabama and I called roadside assistance but I was out of state so they couldn’t help me. I called to Mississippi for a tow and had to pay $700. I called Lexus that Monday and got an appointment that Tuesday and had my car towed. They didn’t have a loaner so I had to stay off work, Friday came and one was available so I received a suv to drive. The alternative and battery was bad so I had to get the alternator replaced and they said they wouldn’t replace the battery and said it was still good. August 21 my car stopped on me and I had to get my car back to the dealership and I was told I needed a battery and I explained that the battery was messed up due to a faulty alternator and I should not have to replace it and they told me I would have to buy one and they couldn’t give me a discount. I purchased the battery but they said it would be Tuesday before I got a new battery but I didn’t receive my car until that following Tuesday. I informed ******* that when I got my car back the first time the moonroof made a popping noise and that the side on the drivers side of the fabric was puckered and needed to be fixed. I received the car back and the same issue was still occurring and the driver recorded it and called and they told him to bring the loaner back. While my car was towed the company messed something’s up and we’re trying to replace the items but they needed it on a Lexus letter head, 4 weeks have passed and I still don’t have the price of a bumper cover and a rim on a letter head so the company can replace it.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled my truck for service at Herrin Gear Chevrolet for brand new tires and an oil change on Wednesday, 08/16/2023 to prepare an out of state business trip. I picked my truck up the same evening and went home. The next morning, I got on the hwy and immediately noticed a shake in the truck after reaching 60-65 mph. I immediately called Herrin Gear. They were very rude and told me it was nothing they could do. I insisted that my truck was NOT riding this way before they serviced it. So, they told me to bring it back on Monday. After leaving again on Monday, the truck was still doing the same thing. I called back and they were very rude once again saying nothing was wrong with the truck. So, I went back today. The truck was supposedly serviced; however, there is no change. I asked Fob, the service mgr to ride with me and he yelled loudly saying that he had a million other things to do. Every since I've been taking my truck to Herrin Gear, I've had nothing but problems. They are disrespectful, unprofessional and racist. Even the check out clerk is racist and very rude. Service called me at 5:00 to pickup my truck. When I made it there, the clerk was slamming things and talking loudly about how she had already shut her register down, yet it was NOT even 5:30! All of the blacks get treated like CRAP and we are spending money just like anyone else. There are a ton of other complaints from paying customers who're having the same exact issues. Something needs to be done because this just isn't right. We take our vehicles to be serviced only to be treated badly and have our vehicles poorly serviced, which in turn causes us more money in return. This is ridiculous!

  Business response

  08/31/2023

  We have been in contact with the customer and are working towards a resolution.

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attached a letter to this complaint that details my entire experience but to briefly explain what happened I will provide a synopsis here. I brought my vehicle to Herrin Gear Lexus to be serviced. They informed me that the service had been completed. I paid them and left. Upon getting home I realized that the issues that needed to be fixed, i.e. calibration had not been done. I took the vehicle back to herrin gear. They attempted to charge me an additional $1200 for them to complete the calibration they had not done the first time. Their reasoning was that they didn't know they were supposed to do it the first time, which is just not true. Herrin Gear has a pattern of upcharging and overcharging for services. Example. My vehicle was purchased with an agreement that the first 5 service visits would be free. On visit number 4, they simply only checked the oil. When I brought the vehicle back for service number 5, 5,000 miles later, the service rep informed me of $3,000 worth of work that needed to be done. I asked him about the reasoning and necessity and he was adamant that this work needed to be done. I also realized that he was under the impression that I would have to pay for this service. I allowed them to do the work and when it came time to pay I informed him that this was my last comped service visit. He was very upset about his miscalculation. He was attempting to make me pay alot of money for things that were just unnecessary. This pattern of behavior is what I have had to deal with for 6 years. I have witnesses who can attest to these facts.

  Business response

  08/30/2023

  We have been in touch with the customer and are working towards a mutual resolution.

• Initial Complaint

  07/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/24/2023 Herrin Gear Lexus Dealership and its employees breached said contract in the following respect: 1. Used deceptive trade practices to lure me across multiple state lines from Georgia to Mississippi in hope of buying a new car at a 4.9% finance rate. 2. False advertising of car prices and finance rates by Herrin Gear Lexus Website, Salesperson and both Finance Managers 3. Falsely advertised finance rate as 4.9%, then claimed that the advertised finance rate was incorrect after I had spent additional money to travel from a different state and making me wait several hours upon arrival to dealership. 4. Falsely offered me a Free Car Care Service Contract, Free Car Window Tinting and 6 Tanks of Gas as an “apology” for finance rate increase. 5. Illegally made changes to the terms of the contract without my knowledge 6. Illegally inflated the total purchase price above the invoice price. 7. Misrepresenting the total mileage on the vehicle. 8. Withholding sales contract documents about actual total cost of vehicle, that where never signed personally by myself. 9. Upon request, failed to provide and withheld actual printed out physical copies of the car purchase sale, instead purposely provided blank forms in order to conceal the changes that they had made to the contract without my knowledge. 10. Failed to provide 2 Keys and/or KeyFobs for vehicle. 11. Along with other offenses After making several complaints to various Lexus departments, Herrin Gear Lexus Dealership agreed to cancel contract, but insisted the SUV be returned before any contract cancellation form is sent to Lexus Financial Services. Therefore on 7/7/2023, Herrin Gear Lexus Dealership sent 2 employees to picked up the SUV, but they now refuse to submit required Contract Cancellation Form to Lexus Financial Services in order to remove the $60,000+ debt from my name and is demanding that I still pay around $900.00/mo for a vehicle that is in the Dealership's possession.

  Business response

  07/17/2023

  We have reached a resolution with this customer.

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