ComplaintsforHendrick Automotive Group

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle on June 22, 2024 it came with a crack in the windshield and they promised they will get it fixed that same week. It has not been done and I have been contacting them regarding this issue for the past 3 weeks. I even contacted their manager who simply ignored my message along with the workers who helped get me the vehicle. A down payment of $500 was paid, and even to this day as I continue to annoyed them about getting my windshield fixed they just keep giving me the run around and keep saying they are out of the office every time I contact them. I even had my fianc try and get in contact with them and same thing has happened, and she was also there when the vehicle was purchased. At this point I am done and tired of reaching out when they are the ones who said they will contact me and promised they would get it fixed.

  

  Business response

  07/22/2024

  In an effort to get this resolved, will you please let us know which Hendrick dealership this occurred at? 

  Customer response

  07/22/2024

  Dealership information from consumer below: 

  **** Hendrick Chevrolet of ******

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

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

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

  
  

  

  Business response

  07/22/2024

  We contacted the customer last Friday. I made them aware we use an outside vendor to replace our glass. I informed them that we can get it replaced this week. I am awaiting exact date and time from DNA auto glass.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a Chevrolet 1500 Silverado in 2020 on or about 24 November 2023 I had to take my vehicle in to see why the check engine light was on. When I got to the dealership (**** Hendrick Chevrolet Buford, **) I was told there was a leak or something in the transfer case and that was causing the oil levels to drop. Upon checking the engines oil they said that it was extremely low due to the leak. They would have to order the part to fix it. I left my truck at the dealership and they provided me a rental. Almost 8 months later I finally pick my truck up from the dealership, while driving it for maybe 3 days the check engine light goes on again and i have to take it in again. They run a diagnostic and it said that some sensors were bad and i need to leave my truck again for them to fix it. They did get me a rental truck for the next couple of days. My truck had been in the shop for over 7 months Nov 23- Jun 24. I had to take in 2d time and 3rd time. Both times I was told that it would take a week for them to get the part in and install it, that was on 8 July 2024. It is now 18 July 2024 and I dont have any news from the dealership on when it would be ready. One of the main problems I have had is that there has been ZERO communication about work being done on my truck with the local ***** dealership. The only time I get a call from them is when it is time to pick up the vehicle, but I have been in constant contact with a ***** Customer Care ********** last time I was given a rental vehicle by the dealership. After I had been driving it for about a week, I get a call saying that they wont pay for the rental because the sensor is not covered in the warranty. My truck has had to be taken 3 times in less than a month to be fixed. I have been paying the truck payment loan to keep up with the loan, but I was provided some compensation from *****. At this point I dont trust that the vehicle is safe for me and my family. Thank you.

  

  Business response

  07/19/2024

  This complaint is not for Superior Chevrolet, Decatur, ***  Thank you

  

  Business response

  07/22/2024

  We have spoken with this customer. The repair that is required is not warrantable, and unfortunately, we do not have the ability as the dealership to make any decisions for the manufacturer when it comes to buying a car back or a repair being covered under warranty- those decisions can only be made by manufacturer directly. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I find it very strange that when my car was under the extended warranty it wasnt at the proper MM for replacement of the rear brake pads but a week later it does. Tells me they needed to be replaced under warranty but your technician and Advisor decided to wait to get money out of me instead of doing whats right. Also, why wasnt I aware of the balance of the four tire or any of the work needed while it was in the shop? I was not advised on anything else that needed to be done but got an email from the Service director that several items needed to be done. I do the scheduled services when it's required. I have sent an email to the Director with no response.

  

  Business response

  07/17/2024

  In an effort to help resolve this issue, please tell us which Hendrick dealership this issue is with? 

  Customer response

  07/17/2024

  Please see dealership information from consumer below: 

   

  Hendrick ********** Frisco **********************************************************************************************

   

  

  Business response

  07/18/2024

   We spoke with the customer and explained the threshold for brake pad replacement under the warranty extension is 2 mm, however we recommend replacement at 3 mm as a failed item.  He understands, but I am getting the brakes taken care of for the client as a goodwill gesture, which he is satisfied with.  He is scheduled for tomorrow (7/19) at 7 am.  I believe the email name was typed incorrectly or was filtered/blocked in some way, as I do not have communication from him prior.  ****************** agreed there could be technology disconnect somewhere in the chain and understood that we are not trying to avoid him.

  Customer response

  07/18/2024

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

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an Acura and I have been going to have my vehicle serviced at ************************************* which is acura southpoint for over 6 years and they have always done a great job. In 2022 I started having air conditioning problems and the air would blow but it was not cold. I took it to Acura and they fixed it, my bill was approximately $1200.00. It ran all summer with no problems. The next summer in 2023 the same problem occurred again and they stated it was the same problem as the previous year. They fixed it again and the bill was approximately $1200.00 again. This summer in 2024 the air conditioning had the exact same problem and Acura wanted another $1200.00 to fix it. I went in and spoke with ************************* and he was very rude, condescending, and not helpful at all. It seems as if the actual problem is not being fixed. I should not have to get my air conditioner fixed every year unless the main problem is not being taken care of. I would like to have a refund from the previous bill and I will take my car to another location that will be able to correctly fix my vehicle.

  

  Business response

  07/16/2024

  This vehicle which is 16 years old and has nearly ******* miles on it, was last inspected for an air conditioning issue in 2022, not in 2023. The air conditioning system was recharged in 2021 and then again later in 2022. No components were replaced; they were only recharged with the addition of dye, and a recommendation was made to return for a leak check. However, there was no follow-up visit. The total cost each time was less than $400.00, not $1200.00 as mentioned. Any further inspections after 22 months will be at their own expense.
  
  

  Customer response

  07/16/2024

   
  I am rejecting this response because:

  This is a very unacceptable response, shows no accountability and shows a tone of low concern for the customer. I have never recieved a response quite like this from a business that is considered reputable. The vehicle mileage is not accurate because a new engine has been placed into the vehicle, the mileage may reflect one number but as they should know once you replace the engine the number starts at 0. From this response there was no resolve which is what I was looking for as a consumer. I requested a refund from the last time the vehicle was fixed and I will continue to ask for the same resolution in this current situation. If someone has paid for a problem to be fixed twice and it occurs a third time I would believe that they would request the same. I have all bills that have been paid to Acura and I am willing to submit those as evidence as well. Hopefully we can come to a resolution and resolve this concern.

  
  

  

  Business response

  07/16/2024

  I would like to kindly inform you that no components have been replaced, and it has been nearly two years since the last inspection. Even if a component had been replaced, the warranty for that part would have only been valid for one year.
  Regrettably, I am unable to provide a refund or offer a complimentary inspection of the vehicle.
  
  Warm regards,

  Customer response

  07/18/2024

  I am rejecting this response because:

  I have attached the 3 receipts from the air conditioning being fixed by Acura. I do understand that it is past the time frame for a refund at this time. Are you able to fix the air conditioning at no cost to me in order to compensate? It has been extremely hot and I would really like to have it fixed and not have to pay for something again that I had previously paid for. Thank you for your consideration.

  

  Business response

  07/19/2024

  We will not be repairing the A/C at no cost to the customer nor will we participate with any compensation. There is nothing further that the dealership or Hendrick Automotive Group is willing to do regarding this issue. 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this dealership and told them the sole reason I was trading in my van was because I could not renew my registration as there were unpaid tolls that blocked my registration renewal. I told them I did not agree with the $1200 in "administrative fees" from the **** and that I would rather buy a new car then give them the money for fake fees. All that to say, they were completely aware that my registration was blocked and tolls were owed. We then negotiated a lower amount for my trade-in than it was worth and I agreed to pay the full list price for the vehicle I was looking to purchase to make up for the tolls. The deal was done and I had signed paperwork. Now, I have already made my first payment on the car and my temp tags are expired and they are refusing to give me my license plate and registration. Every-time I call they just send me to a voicemail and say someone will call me back and they do not. It has been weeks. They are withholding my license plate from me and demanding I pay them back for the tolls they paid on the previous car. This is illegal.

  

  Business response

  07/16/2024

   We have talked with ******** and we are shipping her plates to her today. We believe that this is all cleared up.

  Thanks,

• Initial Complaint

  07/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a vehicle from this dealership in April of this year. The price sheet had a list of dealership upgrades on top of the base and MSRP. One of the upgrades was 3 years of ************** for $1500. The sales manager informed us that ****** would reach out with an email for the account information, to transfer ownership of the service. After a few weeks, I had not heard anything and contacted ****** to inquire. ****** informed me that the *** on my vehicle was not registered with them. I called the dealership and was assured that service would be transferred in the coming weeks and that it should have been done already. We personally just wanted to cancel with ****** and get a refund. I asked if the dealership would just write us a check for $1500 but they said the service was free, despite it being listed on the dealer upgrade package for $1495. It has been 3 months and I have reached out to the dealership periodically at least 4 times and have received no resolution. We paid for a service that we do not have access to or ownership of.

  

  Business response

  07/15/2024

  I wanted to let you know that we won't be able to process a refund of $1495. However, we'll ensure that the ************** is up and running smoothly for you. Please keep an eye out for a call from one of our team members in Leadership who will be happy to assist you further.
   
  Warm regards,

  Customer response

  07/15/2024

   
  I am rejecting this response because: this is the same response I received after reaching out on multiple occasions.  I was informed that this would be corrected and that someone would reach out.  No one has returned my calls about this issue.  I wish to reject this response because I fear that if I accept and the case is closed, the dealership will still not follow through with their end of the contract.

  
  

  

  Business response

  07/18/2024

  We apologize that the customer doesn't agree with our decision. We have also let the Attorney General know that we will not be refunding the customer. There is nothing further that the dealership or Hendrick Automotive group is willing to do regarding this issue. 

  Customer response

  07/18/2024

   
  I am rejecting this response because: I understand a refund cannot be issued.  I want the service that I was charged for.  Thats it.
  
  

• Initial Complaint

  07/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Spent over 3 hours at the dealership. Found a vehicle online for 37 and the tried to charge me over 2000 more for the lift they didn't put on. They wouldn't let me have my papers with out giving him money. He got in my father's face while pushing him. I tried to break it up. He pushed me while yelling and spitting. Also calling us names. We we would have bought it at the original price with a high down payment. I want a call from corporate office .

  

  Business response

  07/16/2024

  We have met with all staff who witnessed this incident occur and have reviewed security footage at the time this took place as well,confirming the accuracy of their statements.
  
  The customer is seen on video going to shake our managers hand as they are exiting the building. As they start to shake hands, the customer proceeds to get aggressive and physically gets nose to nose with our management staff in what can only be explained as an attempt to intimidate our employee and is seen being asked to leave the building after that occurs.Instead of leaving as we instructed the customer to do in an attempt to avoid further escalation, he continued to try to confront our manager in an aggressive and combative manner. A female then enters the building walks up to our manager, puts her arm on his chest and shoves him in the middle of our showroom floor with 4 managers witnessing this take place. Not once did our employee initiate physical contact with these customers as they state in their complaint.
  
  The safety of our employees and our customers alike are of the upmost importance to us and because of that we are unable to provide additional assistance in your vehicle search moving forward.

  Customer response

  07/16/2024

   
  I am rejecting this response because:
  One you there was only for people there and not all was mangers. Two I am the female that  in no way can even try to push and grown man that  is triple my size.   I asked for a call and yet to receive  it. You didn't even address the fact that you and you finance manger try to over charge and got caught. That's they man reason I man the complaint and still  want this address. Your manger should never push anyone.from couple steps from his door to  the front door unless he was hit. No one person stepped in until myself came back in. Then seen that the female was being pushed while trying to break it up.   My number is ********** to talk to as a reasonable  person. 

  

  Business response

  07/17/2024

  We have spoken with the customer and we will not be selling them a vehicle due to the actions that occurred during the sells process. There is nothing further that the dealership or Hendrick Automotive Group is willing to do regarding this issue. 

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealership damaged my car during oil change by not installing the front splash guard completely and in an attempt to repair that damage, both of the side skirts under the car were damaged. I've now been back to the dealership 5 or more times to try to get my car back to the way it was before I brought it in for the oil change. They have tried fixing the original side skirts that they damaged along with repainting them which did not work and resulted in replacement side skirts being ordered and painted. Unfortunately the paint did not match the car so the car was once again in the shop to have this fixed. After a second painting of the side skirts, the paint almost matches but after leaving the dealership and walking towards my car I noticed that there was something sagging under my car. The sagging material is the portion of the side skirt that rides on the underside of my car but due to it not being correctly installed, it's bent and the center of it sags down. Pictures of damage can be provided as needed.

  

  Business response

  07/15/2024

  The customer was provided with a $1000 credit for parts, service, or sales that he can utilize in the future.

  This issue is considered resolved. 

  
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment for recall work on my ***** It was clear they didn't want to do the job. When I called to make the appointment I was asked if it required parts. Customers don't need to explain this to the dealer. when I arrived to get the work done I was told that my appointment wouldn't be honored but I could leave the car. When I asked to wait I was told it would be "hours" just to my car in to start the work.

  

  Business response

  07/12/2024

  Please provide us with the Hendrick Dealership you are having service issues with.

  Customer response

  07/12/2024

  Hendricks Chrysler in ********** is the one that refused my appointment for warranty work.
  
  

  

  Business response

  07/12/2024

  We are pleased to inform you that we are prepared to carry out maintenance on the vehicle belonging to the customer. Due to current circumstances, there may be a delay in scheduling the repair for his car, and unfortunately, we do not have any loaner vehicles available at the moment. Our intention is not to decline the work, but rather to acknowledge that we were unable to meet the customer's expectations in terms of speed. It is worth noting that the customer has visited our establishment once in the past and has spent a total of $116. While we are committed to assisting, we can only influence factors within our control.
  
  Warm regards,

  Customer response

  07/12/2024

   
  I am rejecting this response because:

   

  The repair itself takes 15 minutes and I had an appointment. My car should have been in and out quickly as I was early and willing to wait until my appointment time. I can not leave my car and my time is valuable. If my repair can't be scheduled in and out in a reasonable time then a loaner will be required.

  Please note since value seems to be an issue I am also a customer of the ******************** ****** lot across the street. I suspect that if I were paying for the warranty work I would have been treated better.

  I would like a follow up with information so that I can contact Hendrick's **** representative directly.
  
  

  

  Business response

  07/15/2024

  The software update for the vehicle typically takes ***** minutes once a technician begins the process. Regrettably, our technicians are not readily available as they are occupied with ongoing tasks. Given our current workload, the estimated time provided to him was considered reasonable. Should he require further clarification on the process, he is encouraged to contact Stellantis corporate at **************.

  Customer response

  07/16/2024

   
  I am rejecting this response because: they are missing the fact that I had an appointment. They also admit the time to do the repairs is 30 minutes or less.
  
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2024 Chevrolet Silverado 1500 from ************************* Chevrolet on May 18, 2024. With this purchase I traded a 2023 Audi A5 that ************************* Chevrolet stated, in the contract, that it will pay off the the Audi. As of July 11, 2024, they have yet to pay off the vehicle. I would like this taken care of immediately since I still have to pay the car payments.

  

  Business response

  07/15/2024

  The payment has been dispatched to Audi. The misunderstanding arose when the individual was erroneously permitted to transfer a lease that was required to be returned to Audi.
  
  Our team did not manage to avert this situation, hence the responsibility primarily lies with us. However, Audi has relayed this information to their clients, so a portion of the responsibility rests with them.

  Customer response

  07/19/2024

   
  They did, finally pay off the vehicle.

  First, they were told, from the beginning, that the vehicle was a lease.  They, ************************* Chevrolet, said that everything was fine with trading it in.  For weeks, I kept asking them about the payoff, they told me that the office in Charlotte **** Audi the check.  So, I contacted Audi and they said that they hadn't received the check.  While talking to Audi, they had emailed the sales manager, at ************************* Chevrolet, that all they had to do was bring the check in and they would do the payoff.  This kept going back and forth for weeks.  They, ************************* Chevrolet, kept assuring me that they **** the check.  So, after almost two months, I finally did a BBB complaint.  Sure enough, I receive a call the next morning and have been told that they are going to take the check over to Audi Friday or Saturday July 12th/13th, respectively.  After I contacted them on Monday, July 15th, they replied that it was done.  Afterwards, I received a call from Audi letting me know that they came in that day with the check.  So, they told me one thing and didn't do anything until I **** them the message on Monday.  Oh, and the kicker was, was they had already sold my Audi without having the title released from Audi Financial.

  My vehicle wasn't registered until I actually got the proper documentation and went to the DMV.

  Thank you

*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. ↩