ComplaintsforHerrin-Gear Automotive Group

• 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.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had 9am appt-Herrin-Gear Chevrolet on March 16, 2023 to have my transmission flushed as a routine maintenance. My service advisor called me to ask if I was having any problems with my vehicle because he would not want them to make a problem worse. I told him I had not had any problems and it was a manufacturer suggested maintenance. I should have picked my car up immediately! When I called around 3:21pm, he said they had just finished (From a 9am appt!) When I drove away I noticed one thing and called back immediately regarding it. I drove the car to where I was staying. It stayed parked from Thursday evening until Saturday. I went to the store & came back. Sunday, March 19, I headed home (out of state). About half way home, my car started acting crazy! The accelerator would only go so far, it could not determine which gear I was in, I had to pull over because the car stopped accelerating, etc. I finally made it home after pulling over at least 5 times to let the car reset between 8pm & 1:30am on a Sunday. Monday, I went to the Chevrolet dealer near my house. (TX). They stated someone messed with my battery and left the negative wire unscrewed and one other issue. Then, I was told my transmission had severe internal damage, a sticky valve, metal pieces in my transmission fluid, and the fluid level was 1.5 qts low! I'm livid! I go to a Chevrolet dealer for service and I get ripped off! $402 for a new battery because it failed to charge at the dealer and they stated I need a new transmission! I have never had any issues with my car. I have only gone to Chevrolet dealers for oil changes and suggested maintenance! Herrin-Gear has NOT returned my call. I called 3/21 and was told I would be contacted on 3/22. I called 3pm on 3/22 & was told the manager was busy in a mtg. I was also told that because my car has 91k miles on it, it had to be something already going on with it! He wanted me to bring it back to the place that screwed me over. I can't work without a car!

  Business response

  03/30/2023

  We apologize for any inconvenience.  The transmission flush carries a warranty for incidences such as what you are experiencing.  Please provide the servicing Chevrolet dealer that your vehicle is at, and we will get the information to provide to the warranty company.  

  Customer response

  04/03/2023

   

   Complaint: ********

  I am rejecting this response because: ***** did not include any contact information in his response to resolve this issue. He failed to list an email or phone number so he could promptly be reached. I am working with Lone Star Chevrolet- **** ********- 1-866-********.  I have been without a car from March 20 through March 29th. I was unable to work. Until Frank's response, NOBODY has called or contacted me. This could have been resolved weeks ago. 

  Regards,

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

  Business response

  04/03/2023

  We will be reaching out to the dealership that has your vehicle tomorrow.  We will talk with the personnel there and see what can and needs to happen next.

  In the meantime, you may reach out to me at ************************** or 601*********

  Thank you!

   

  Customer response

  04/06/2023

   

   Complaint: ********

  I am rejecting this response because: ***** has not made contact with **** as he stated he would. I have emailed ***** with ****’s direct line. **** has reached out to ***** and left a message. Different week same crap and unresponsive Herrin-Gear. I use my car for work. I have not been able to work since March 20th. This situation that Herrin-Gear has placed me in is unacceptable, unethical, unprofessional, and flat out disgusting from a business. 

  Regards,

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/28/2022 I had a speed sensory replaced that cost 3762.15. Transmission fully serviced. Had to bring the car back 3/01/2023 due to transmission jerk. Was informed need to replace the transmission that would cost 7735.58. To replace the transmission and the amount I already paid is 11,497.73. When customers bring there vehicles in to be serviced be honest. If the speed sensory need to be replaced and you know later that transmission issue will occur inform the customer. I was informed the transmission fluid was low. I'm confused if my transmission was fully serviced 09/2022 why was the fluids low. I honestly feel whatever was done 09/2022 cause this issue. ...

  Business response

  03/13/2023

   Our Fixed Operations Director, ***** *****, contacted the ******'s. An appointment has been made to look at the vehicle. I will update the case, when we know more. Thank you all for your assistance in helping us resolve this matter. 

• Initial Complaint

  10/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a 2022 Lexus 8/25/2022. I cancelled my extended warranty and premium service package within the time frame of 30 days on 9/21/2022. I was informed by Lexus Financial that I would not receive a new contract with the updated info indicating the warranties had been cancelled nor would the payments change. But what I am requesting is an updated letter from Lexus Financial stating that the warranties indeed have been cancelled and that I am not responsible for that amount of $4200 that was included in my current contract. I have been attempting to get this document for all most a month and have been giving the run a round. I called the dealership and was told "they only do the financial part". I called Lexus Financial and was told "they only receive the payments". If Lexus cannot rewrite a new contract then I need something in writing that I am no longer responsible for that amount stated in my current contract.

  Business response

  11/10/2022

  I have contacted Lexus Financial Services. There are 2 different, individual product cancellation payments that have been posted to the account of ******* *********. One is for $1885. The other is for $2929. Together the total cancellation refund applied to the loan balance is $4814. I have requested a payment detail record be sent from Lexus Financial Services to ******* *********. If any additional correspondence is needed please feel free to contact me personally at 601.******** or **********@herrin-gear.com. Thanks, ****** ****** 

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pd 2500 plus dollars for oil seal leak on my son's 2003 infiniti and he is attending school out of state in Kansas. He came home on 7/21 and stated he needed to take car back to dealership because it was smoking. Spoke to ***** ***** and he stated the car had too much oil was in it and the rear seals were leaking. He stated the seal was out of warranty by 14 miles and they would not honor it. My son has to drive back to Kansas and we trusted this facility on fixing the car with 2500.00 plus dollars and we can't get anything done. Where the car will not be fixed in Kansas unless we pay another dealership 2500 plus dollars to fix their mess. This is not fair nor right. I need the car fixed by the ones who fixed it.

  Business response

  07/27/2022

  Good morning Mrs. ******, my name is ******** ********, General Manager of Herrin-Gear INFINITI. My contact information is ********.********@herrin-gear.com and my direct line is 601-********. I am so sorry that you are having trouble with your vehicle. Our Service Director, ***** ***** will be in touch, today, to assist in anyway that he is able. We appreciate your business and look forward to connecting with you soon. Please feel free to reach out to me directly via email or phone, if I am able to assist in any way. I hope you have a great rest of your week.

  Customer response

  07/27/2022

  I received a vm from Service Director ***** ***** and he stated to return his call at 601-********. I left a vm in regards to his call as to him not answering. I will try to contact the other number on the email that was sent as an alternate number.

  Customer response

  07/27/2022

  I spoke with ******** ******** with Herrin Gear of Jackson on 7/27 @ 2:25pm. Mr. ******** was very concerned and proceeded to inform me that he would be happy to assist me due to Mr. ***** ***** having to leave work early. Mr. ******** stated that they would make it right by repairing the vehicle. I stated to him my son is in Kansas playing football and once I get the date of when he could bring the vehicle back I would contact them. He stated he understood and provided me his email and cell phone to contact him once I got information as to when my son could come from Kansas to do the repairs.

  Business response

  08/08/2022

  ***** ***** our Service Director spoke with Mrs. ****** and has made arrangements to schedule a vehicle repair the next time her sons vehicle is in town. 

  Customer response

  08/09/2022

  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. 

  Regards,

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

   

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was introduced to the #1 Salesman there by a hair stylist. Finally stopped by to see if he could help me. I had financed 3 prior vehicles through Herrin Gear Toyota and was made to believe I needed to add Gap coverage and an extended warranty for $3k each time I financed. However, over a period of time I was now carrying $10k due to the additions. I went to see if the ‘Best’ could help me get out of the negative debt. Whatever his suggestion was, I thanked him for his time because I was not about to spend the hundreds of dollars I was quoted. Over a 2 day period he and the finance manager called me to convince me that I needed to lease the vehicle of interested instead of financing it which was a $9 difference (no jive). This was under the direction of the Finance Manager **, knowing I wanted to rid myself of now what they’re telling me a negative $20k I did what he said was sure to help me. Well I had never leased before and now I’m looking at staying at home more because this is my only form of transportation, so not only am I paying more than I’ve EVER for a vehicle I also can’t use it much. The unexpected hit and I was faced with taking my mom back and forth to MD Anderson in Houston because she was diagnosed with cancer 3-4 months after leasing vehicle. I contacted agent to see if it was possible to use a loaner to take her and of course I couldn’t. Needless to say, I wasn’t in that lease 2 years before being told I had to get out and if I stayed it would cost me $400 extra monthly, due to being close in mileage before the 3 years. The agent pulls around a QX50 which is much smaller than what I had and I didn’t even test drive it because I was humiliated, disappointed, etc. and on top of that you added $16k for the lease which made this little vehicle that my sons can’t fit into comfortably because of height, super expensive. I tried contact Jack Herrin, just to see if he could somehow make this right because these are his Salesman misleading people.

  Business response

  01/14/2022

  ******* ***** has purchased 2 vehicles from our dealership in a two year period. Her first purchase was a 2019 INFINITI QX60, in September of 2018 and in January of 2020 she purchased a 2020 INFINITI QX50. The first vehicle purchase was in the form of a 39 month lease, payments of $851.41/ month, with 39,425 total allowable miles. The second vehicle purchase was financed for 72 months at 1.4% APR, with payments $840.94. Mrs. ***** purchased a vehicle Maintenance Program that takes care of all of the manufacturer recommended maintenance for a period of 72 months or 45,000 miles, whichever comes first. Mrs. ***** also purchased GAP insurance for the 72 month term of this loan. At the time Mrs. ***** traded in the first vehicle that she purchased it had 29,000 miles on it, which was 10,000 miles less than the total allowable mileage on her lease. Mrs. ***** did enter into the vehicle purchase in January of 2020 with the negative equity that she speaks of in her statement, however based on the current market and the current value of her car vs payoff this negative equity position is greatly decreased. Trading in the vehicle now towards a vehicle that would better suit Mrs. *****’s needs should reduce the amount of negative equity carried over from the previous transaction. INFINITI also offers loyalty incentives to assist as well.
  
  I have provided all of the above information for informational purposes.
  
  Based on the customer statement, I do not have a clear idea of exactly how to assist or exactly what the request for assistance might be, however I would be happy to do so.
  
  After my review of the customers transactions, it is my belief that the salesperson and finance manager referenced, in the customer statement, did provide the best advice and direction available at that time. Also based on the current market, the customers equity position has gotten better than it was previously.  
  
  Please provide the customer with my direct contact information, if she would like to reach out to me directly. I am also more than happy to continue to communicate through the BBB, if the customer prefers.
  
  As stated, I would love to assist in anyway possible.
  
  Thank you for your time and consideration. I look forward to hearing back from you soon.
  
  ******** ********
  GM/Executive Manager
  Herrin-Gear INFINITI
  Direct: 601.985.3304
  Cell: ************
  Fax: 601.973.5880
  www.herringearinfiniti.com
  *********************************
  

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