ComplaintsforHendrick Automotive Group

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle and have had it for less than 60 days. The vehicle had been thoroughly inspected and certified by the dealership and assured that everything was in perfect working order. This vehicle Is having AC cooling problems and when brought up to the dealership they said that all I have to do is give the vehicle time to cool off. The ** does not function and does not blow cold air. The vehicle is also making unusual noises in the front and has turned out to be a nightmare. I drove out of town to purchase this vehicle from this reputable dealership and I am now forced to deal with these issues myself. *** parts are very expensive and the vehicle is not what the company was portraying it to be. I have contacted the sales men through messages and have been trying to get a hold of the sales manager at the dealership but I keep getting the run around and nobody wants to take care of this problem.

  

  Business response

  10/02/2024

  In an effort to help resolve this issue, can you please provide us with the name of the Hendrick dealership that the issue is with? 

  Customer response

  10/02/2024

  I am wanting for this dealership to fix the vehicle that they sold me. 
  This car has has been a headache from the beginning 

  I want them to fix the A/C problem, and the clunking noise that the vehicle is making. 

  

  Business response

  10/03/2024

  We have never received a phone call from this client in regards to this issue or any issues on the X5.  The client declined additional coverage option to protect the vehicle.  At this time we were not even aware of any issues with the vehicle. Please have the client reach out to us with their issues. 
  
  Thank you
  
  ****** Forget | New Car Sales Manager | *** of Murrieta, 999165
  *************************;| ********, ********** 92562
  P. ************ | F. ************ | E. ********************************************************************************

  Customer response

  10/03/2024

   
  Better Business Bureau:
  
  The business has contacted me and is trying to resolve the issue. We have agreed on taking the vehicle to a shop near me and have it inspected 

  
  Thank you. 

  
  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought a brand new white ****** 4 runner 2024 August 22 of 2024. The paint started to chip on the front bumper. It was taken into the service department to repair once I got the car back. The bumper had been damaged more trying to remove the old piece and replace it with a new one and then painted with a different color paint and still chip showing in the bumper, this was a warranty issue. The car has not been damaged or wrecked. I want The bumper fixed completely like it was when I purchased a vehicle for the price that it was sold to me for.

  

  Business response

  09/27/2024

  I wanted to inform you that we contacted ******* ***** Customer yesterday, and she has scheduled an appointment for Thursday of next week to have her bumper removed and repainted. During the warranty replacement of the front grille, the paint on the bumper unfortunately chipped. While we had Allpro address this issue, it did not meet her expectations.
  
  Rest assured, ***** is managing this matter and will ensure that everything is handled smoothly next week.
  
  Thank you for your attention.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Breach of Contract; violation of California law for car dealership to register newly sold vehicle to consumer within stipulated period of time; Failure to reimburse for monies owed. Please see violation below:***** New Vehicle Sales by a California Dealer Chapter 6 New Vehicles Sold by California Dealers ***** New Vehicle Sales by a California Dealer (CVC 4150, 4150.5, 4456, 5901, and 11714)California dealers must submit to the **************************** a completed Application for Registration of New Vehicle (REG 397) form or a Multiple Vehicle Report of Sale (REG 397A) form for all new vehicles sold by the dealer with any supporting documents and the fees due within 20 days to avoid penalties and an administrative service fee (ASF). As of July 1, 2012, or later, dealers must use REG 397 (REV. 11/2012) or later revision date.

  

  Business response

  09/24/2024

  When we first began this transaction with **** and ****** we had a great transaction.  Where the issue lies is that
  we were trying to get there trade from ****** and ship it to the main land and the client didnt have  the most current registration so that the car could be dropped off at the port.  We were the ones to set up the transport for the trade and also for the new vehicle to be transported. The issue is wouldnt ship the new car until the trade was at least on a boat from ****** to us. But due to all the registration issues with the trade we ended up having to send the vehicle to *** of Kona where is one of our dealer friends stated that they would help us and buy the trade we arranged to tow it from the clients home to *** of Kona.  Once the vehicle arrived at ****, they inspected the car and notice that there was a lot of white germicide type product that helps with flooding and moisture in the car.  After the car was examined by Kona and Kona rejected.  We had to come up with some alternative to sell the vehicle as it wasnt going to get transported off the island.  Our pre-owned manager was able to use some of his  connections to get a Acura dealer to buy the vehicle for lesser value due to the issues and damage and the client agreed to help with the loss of $2500.00,   we explained to client and also we explained that there vehicle was on a boat and on the way to them.  Once the vehicle got them in ****** they had to contact *** FS and ask for  a move package.  I spoke with *** FS titling department and let them know we needed them to expedite the title.  I have been in touch and I have told them that they needed to contact *** FS if they didnt have the information that they needed. 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was sold a brand new 2024 *** 7series with a open recall on it. Was never informed about the open recall before the vehicle was purchased. Purchase date was 08-05-2024. There was a stop sell on this vehicle on 08-03-2024. *** was never suppose to sell us the car and they did. The integrated brakes is the recall on this vehicle. Vehicle was purchased specifically for our business in our business name which is called ***** and More 100 LLC. In April of 2024 we also purchased a 2025 *** X7. This vehicle as well has an open recall and had a open recall on it before it was purchased and we was never informed about it. These car were purchased specifically for our business and with them having recalls we are unable to drive them and make any money off them. I have been trying to get this situation handle since I found out about the recall on August 10, 2024 but dealership hasn't came up with any resolution. I keep getting told *** should have an update for the recall in a couple weeks. Had an appointment schedule for September 19 2024 to get recall fixed but apparently they never received any parts to fix it. This is very frustrating because we are missing out on alot of money. Having 2 cars worth over 100k a piece and not being able to use them for the reason we bought them is frustrating. Was never offered a rental car like they were suppose to do. Was never offered anything. There is alot more to this story but I'm unable to write everything on here. We have been very loyal customer and to be treated like this is definitely unfair. Vin numbers ***************** *****************

  

  Business response

  09/20/2024

  The dealership has maintained consistent communication with the individual in question, and it is regrettable that we currently do not possess the necessary parts for both of his vehicles. Concerning the recall status at the time of sale, I can confirm that it was unequivocally not present. We are unable to RDR a vehicle with an open recall, as per ***'s regulations, and such a vehicle would not be eligible for funding.
  
  We have escalated his issue to ***, and they have made an exception to provide a part for his 740, which we anticipate receiving today. The Dealership will instruct their service manager to further escalate his case regarding the X7; however, we are unfortunately constrained by the current allocation and distribution of parts.
  
  

  Customer response

  09/20/2024

   
  I am rejecting this response because:
  I was told by *** customer service that there was a stop sale on the vehicle I purchased on August 3 2024. I was sold the car August 5, 2024. There is no way that nobody didn't know anything. Like I said I wasn't suppose to be sold a vehicle on a stop-sale. Not only was a sold the vehicle I wasn't never informed that there was an open recall on it. Otherwise I wouldn't have purchased the vehicle. These car was purchased for my business and doesn't do many any good sitting. At this point I would like the recall fixed or someone needs to place my car payments on hold until they are fixed. The communication definitely hasn't been great.

  

  Business response

  09/23/2024

  Customers 7 series is scheduled for recall to be completed 9/24.

  Customer response

  09/23/2024

   
  I am rejecting this response because:
  My X7 was scheduled for September 19 2024 and we see that didn't work out. The dealership canceled that and I was told they wouldn't be getting the part for the X7 right now only the 7series. Also they still are not answering the question about why was I sold the 7 series when it was a stop-sale on that vehicle? Stop-Sale was on August 3 2024 and I was sold the car August 5 2024. I was never told that it was an open recall on the X7 or the 7series. According to *** customer service the dealership is suppose to inform the buyer before selling a vehicle with a recall and if it is a stop-sale present than they are unable to sell it. *** customer service also told me that the dealership should have offered an rental car for both vehicles. Dealership never did any of this. ********** has handle this situation poorly. The dealership should be responsible to cover the car payment on the 7 series until it is fixed. Like I said before car was purchased for our business. So it does us no good if it is sitting. Can't make any money on cars. Would have never purchased the car at the time if I knew it was a recall on it. 

  

  Business response

  09/23/2024

  The appointment was consistently scheduled for the 740, as those are the only parts we had in stock. We had to obtain an exception from our *** representatives to utilize the part for his vehicle, as it is currently mandated by *** that these parts are designated for new inventory only. We are making every effort to secure the necessary part for him; however, we have encountered challenges in obtaining it from ****
  
  It is important to note that the primary issue lies with ***, rather than the dealership.

  Customer response

  09/24/2024

   
  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.The car is finally at the dealership. The recall is being fixed. Also, dealership provided me with an rental car and has agreed to cover my car payment on both vehicles for 1 month. 
  
  Thank you. 
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a 2024 **** A5 the first of August, using the equity in my Ford F250 **** Ranch to finance the downpayment. The rest of the equity, 9.7k to be delivered to me in check form. It has been over *********************************************************** by the dealership based on the residual equity in my F250.

  

  Business response

  09/17/2024

  We dont cut equity checks to customer until we have physical possession of the trade title, and this was explained to Mr. ****** at time of purchase. His trade in had a payoff and we didnt receive the title from the lender until Sept 6th. His equity check was cut that same day from our KC accounting office via regular mail. As of yesterday he had yet to receive the check, so we placed a stop payment on that check and reissued another.

  We have since delivered the check to the customer and consider this issue resolved. We apologize for the inconvenience . 

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Traded in my ***** Cruze at **** ******* was very dissatisfied at the end of signing paper work sale because this *** had the nerve to print him paper work and nog me I was ****** I was mad I was in fire even tho I held my peace I had a right to some type of paper work even tho I was able to transfer my plates over to new vehicle because I had just bought the sticker and the new registration which I gave CD that the ***s name manager he was able to do it there and insures transposed to knew vehicle had a right to some type of paperwork when I left about that dealership and I was mad he gonna give me a hard drive. I could have really really I was upset. He needs to be fired. I knew then he was kind of shady. Somethings going on he had no intentions on giving me no paperwork. He didnt want me to see them numbers because he knew I wanted to see them, I wanted I wanted to read the first couple of pages was sneaking underhand in the end. I wouldnt recommend nobody to deal with him. I am hot but I want some paperwork and I want it now. I have to go to *********. I have a laptop, but besides the point, I shouldve got some paperwork . Who buys a knew car and you dont get some type of paperwork and I been getting knew cars I dont care I had a right to some those of paper work her didnt even ask me thats what really made me upset how dear you just do what you wanted to fo so what its 24 its about to be 25 MR he had no intention on gavjng first couple pages thats important he had his laptop connected to his desk, but Im mad and I want some paperwork. I know my finance company gonna send me some but thats besides the point he printed out all that paper that I signed for his self I couldve got the first couple pages as well what you hiding cand do busy with people any more CD Representing **** Hendrick *********, I definitely dont trust him CD there was a man that bought a car just before me and they rang the bell for him. I bet he got some paperwork.

  

  Business response

  09/20/2024

  The General Manager has spoken with this customer and the paperwork that she is requesting was given to her 3 months ago. Due to her abusive and derogatory language towards our staff, we will no longer communicate with Ms. ***** and she is not allowed back at the dealership. 

  We consider this issue resolved.

  Customer response

  09/24/2024

   
  I am rejecting this response because:

   

  I have emails where they keep emailing me saying to cancel I was like no body said anything about cancellation of gap that I paid 1000 for its all ready in with payment I have them 

  
  ******* Woody 

  
  

  

  Business response

  09/24/2024

  There is nothing about a gap cancelation in the original complaint?  We can't cancel the gap, it is done directly by banks after loan is paid in full. There is nothing further that we feel we can help this customer with. 
  
  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ***** Impala few weeks later engine knock. Brought it in said needs a new engine. They keep for a month and repaired it. Less than a year later engine out and want $12,000 for a new one. They now state it was a different engine problem they fixed originally. They never even gave me any paperwork for the original work they did. Just covering up there tracks it seems.

  

  Business response

  09/16/2024

  So we can better help this customer, please let us know which ******************** dealership the issue is with? 

  Customer response

  09/17/2024

  **** Hendrick Chevrolet ******

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

  

  Business response

  09/18/2024

  
  The repair performed in July 2023 was due to failed camshaft followers. All camshaft followers and gaskets were replaced, and the vehicle was driven 30 miles to confirm the repair.
  
  The problem now is a seized engine, which is unrelated to the initial repair made over a year ago in July 2023.
  
  We are happy to help the customer in moving forward with the repair should they decide to do so.

  Customer response

  09/19/2024

   
  I am rejecting this response because:
  There was no paperwork provided for the until engine repair. No communication. When it was dropped off it was ticking the service advisor said it needed a new engine. $12,000 is not reasonable for having the car for 9 months after your initial engine repair. 

  

  Business response

  09/20/2024

  We will send the customer a copy of the work performed in July of 2023.
  
  Again, we are happy to help the customer in moving forward with the repair should they decide to do so.

  Customer response

  09/21/2024

   
  I am rejecting this response because: Nothing received and still not making good on the work they did or the fact that this is a well known dealership that should be selling quality cars. If you have engine issues within a month and it is repaired they should warranty the work performed. All that is happening is trying to cover their tracks at this point because if they had the paperwork of work performed on the engine why wasnt it provided originally at the time of repair? Do right and stand behind the cars that you are selling and the work that you perform is all that I ask.
  
  

  

  Business response

  09/24/2024

  We apologize that the customer is not happy with our response. Unfortunately, there is nothing further that the dealership or Hendrick Automotive Group can do regarding this issue. As, we previously stated, We are happy to help the customer in moving forward with the repair should they decide to do so.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Jeep 392 Rubicon Final Edition from **** Hendrick CDJR Duluth on June 21, 2024. I paid approx. $110K for a new 2024 "Final Edition" version of the 392 Jeep series (including tax, shipping and an extended warranty). The dealership agreed to transport my vehicle from ******, ** to *******, ** using close-covered shipping. They charged $2,500 for the transportation service. The vehicle was delivered to ******* on July 10, 2024. The vehicle was transported using open transport, instead of close-covered. The vehicle arrived covered in dirt, bugs and road grime. The windshield was damaged and had multiple rock chips. The paint on the front bumper, hood and fenders of the vehicle also had many small chips, scratches and dings, from being shipped open transport. I contacted ***** ******** and ***** *********, both service managers at **** Hendrick CDJR Duluth, to complain. They have initially agreed to pay (but have not yet paid) to have the car detailed and cleaned up; and, to replace the damaged windshield. This work will be performed by the Renton/Seattle Chrysler Dodge RAM Jeep dealership. Approx cost is $2K, all-in.***** ******** then told me to find a local, reputable repair shop here in ******* to get an estimate to repair the paint chips, dings and scratches caused by the open transport. Prestige Auto Group (PAG) determined they could not repair all the damage caused by the open transport unless the vehicle was repainted. In lieu of repainting, PAG proposed to repair the damages using touch-up paint, wet sand and polish to minimize the various chips, scratches and dings. PAG would then re-apply ceramic coating and cover the front portion of the vehicle with paint protection film, to fill in the remaining chips/imperfections. Total cost would be $2,700. **** Hendrick CDJR Duluth did not agree to pay this amount and authorized PAG partially repair for less, and it requires an additional $2,500 to complete the recommended repairs.

  

  Business response

  09/16/2024

  We paid $1,323 to Prestige Auto Salon and attached is where we paid $1,936 to Renton CDJR was is the amount that we told the customer that we would pay. 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hendrick ***** auto purchase (2018 lease vehicle resale) in *********, **************...extended warranty, tire/wheel warranty, are NOT transferable to **************; but are SPECIFIC to Hendrick ***** SC. (moved from ** to ** July 2024) Spoke with a service manager; said best to cancel these policies. These warranties above and beyond my auto loan payment, added approximately $113 ADDITIONAL PAYMENT to my actual auto loan. I have FOUR years left on my loan, still paying the additional monies for the cancelled warranties!! I need my monthly payment lowered back to the original cost of the auto purchase alone, or I need issued a CREDIT of approximately $5,424 to my loan with ***** Financial. I've made numerous attempts to receive a copy of my loan documents, to NO avail. I've made numerous inquiries to get a financial contact to speak with, to no avail.

  

  Business response

  09/13/2024

  I wanted to provide you with an update regarding the ongoing issue with the dealership. Please be assured that the dealership is working diligently to resolve the matter.
  
  ******************************* is currently investigating the status of the product cancellations, including determining if and when they occurred. Should it be confirmed that the products were canceled, please note that the adjustments will be directed to the lienholder rather than the individual account. This will not affect the monthly payments but will reduce the overall payoff amount.
  
  Thank you for your patience and understanding as we work through this process. We will keep you informed of any further developments.
  
  Best regards,

  Customer response

  09/13/2024

   
  I am rejecting this response because:
  

  I want to see a credit figure in writing that will reduce my loan under Hendrick.  This credit needs to be retroactive back to July 2024 through the length of my loan.  Again, there were "extra warranty" charges added to my original auto payment.  I cancelled these added charges.  Why aren't you forwarding me my loan documents?  Should take a few minutes. I don't see them accessible under your payment portal.  Why?  I want to see my original paperwork and signature and the breakout of my auto monthly payment separate from any other added charges.  Any other loan I have with another business, I have total and complete access to. 

  
  

  

  Business response

  09/17/2024

  The dealership is prepared to proceed with the cancellation of the Flex maintenance service as requested. The Client will be retaining all other services.
  Having been provided with the ***** number for locating the nearest service center and instructions for utilizing roadside assistance, she is now well-informed and equipped.
  The dealership will follow up with her on Wednesday to provide an update on the anticipated timing of the credit appearing on her statement.
  

  Customer response

  09/18/2024

   
  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

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car from *************** MINI in May '24. During the purchase, they pressured me into buying an extended warranty (must be done NOW, can cancel with full refund, etc) for about $3,000, which I put on my credit card.After the sale I did some research and determined that I did NOT want the warranty and called them to cancel. I was informed I would receive a refund check which would be delivered to my house via FedEx.It's been 3 months now. I've called 5 or 6 times. The first time, I was able to talk to the finance department. Since then, I don't make it past reception, where I'm told they will make sure that finance contacts me. Which they don't.I would like receive a $3,000 refund from the Mall of Georgia MINI immediately.

  

  Business response

  09/10/2024

  We apologize for the inconvenience and we will issue a direct refund to the customer. 

*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. ↩