ComplaintsforHendrick Automotive Group

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/12/2024 I paid $12,394.17 to repair my vehicle and resolve a Check Engine light code *********** Pressure Control Solenoid" after a previous mechanic failed to repair the engine. This dealership replaced many parts including parts supplying oil to the engine. After the dealership said the repairs were complete and warrants the repairs for 2 years and unlimited miles, I encountered the same Check Engine light code *********** Pressure Control Solenoid" again within a week of service. I took it back and they made excuses that the engine L86 has failed and has known issues with rod bearings and oil supply issues for many customers. GM has issued a service bulletin and the internet is full of complaints about this engine model "L86" and that GM should have recalled, replaced, and stopped making new defective engines and selling them to the public. The dealership wanted me to pay even more money to diagnose the issue causing the noise and same check engine light code when they should have honored their warranty and repaired the engine or replaced it for no additional cost to me while giving me a loaner vehicle. I tried to reason with them and even asking for assistance getting me in another vehicle while keeping my payments the same and guaranteeing loan approval but they did not return my calls. I even tried reaching out the General manager and Service manager with no luck. The same Check Engine code occurred again which is warrantied and any additional repairs or replacements should be paid by the dealership.

  

  Business response

  07/15/2024

  When this truck originally arrived it had a host of repairs to engine at a local independent shop. They had performed internal repairs of the engine, cam and lifters.
  We replaced oil pump due to solenoid valve failure. Customer returned 05/30/24 we inspected found internal noise in engine. Gave estimate to tear down engine to inspect for source of noise to provide proper estimate, also priced new engine due to issues with 6.2 engine and prior repair of the engine that independent shop had repaired. Talked with customer, he didnt want the other facility to fix. Advised customer of cost of tearing down of engine could lead to significant internal issues and excessive repair cost that possibly close to or exceed engine replacement cost. Explained new engine warranty would cover 3yr 100k. The warranty on the repairs we performed are still intact on the parts we replaced. The issue he has is possible bearing issue in the engine. Only way to verify would be to tear down engine.
  

  Customer response

  07/15/2024

   
  I am rejecting this response because:
  
  As previously stated, the vehicle was brought in due to a Check Engine light code: ********** Pressure Control Solenoid failure. The vehicle was supposedly "fixed" according to this business then within a week the Check Engine light came back on reading the same thing. This business needs to honor its warranty and repair the engine at no additional cost from me or refund the full cost of the repair since their repair failed to permanently prevent the check engine light code: (********** Pressure Control Solenoid failure) from reoccurring. Additionally, this issue was experienced by many customers and this engine should have been recalled. There are several service bulletins issued by GM for this engine and GM and its dealers should not be selling this defective engine in the market. Because they knowingly are selling defective engines in the market, they assume the liability for fixing or replacing the engine at no cost to the customer. Service bulletins: *********, *************, *********, etc

  

  Business response

  07/16/2024

  Here are the options that we are offering the customer. 

  He can pay to have the engine torn down by us so we can see exactly what is going on.

  Or, take the vehicle back to the other facility that disassembled the engine and allow them to repair it. 

  Customer response

  07/16/2024

   
  I am rejecting this response because:
  
  I reject ******************************* Buick GMC's offer.

  They are the last people to touch my engine and are responsible for repairing it properly and honoring their warranty or refund my money back.

  

  Business response

  07/17/2024

  As we previously stated, when this truck originally arrived it had a host of repairs to the engine at a local independent shop. They had performed internal repairs on the engine, cam and lifters. We have provided the customer with options in our last statement. Neither the dealership nor Hendrick Automotive Group will be repairing this engine at no cost. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/9/24 at 10:45am I went in for an oil change. After the service was complete I was un able to start my car, a service rep also came outside and was unable to start the car. I clearly can see that there has been damage to the key itself which leads me to believe that there was some negligence involved. The service rep told me that they were not responsible and that the key could have a loose spring.

  

  Business response

  07/11/2024

  I would like to address the concerns raised regarding the key and ignition cylinder following the recent oil change and tire rotation service. It has been communicated to the customer, through *******************, that there was no damage caused to the key or ignition lock cylinder during the service performed on the vehicle. A technician inspected the key, removed any dirt or debris, and cleaned and lubricated the ignition lock cylinder, resulting in the key functioning properly.
  
  The attached image displays the key not fully closing with the remote fob, which may be attributed to wear and tear, dirt, lint, or potential issues with the spring and detent mechanism. This could necessitate cleaning or replacement to address the issue.
  
  Efforts have been made to contact the Client regarding this matter, with messages left on two separate occasions. As the vehicle, a 2015 Malibu with ******* miles, may have components that are worn out due to age and usage, it is important to consider that issues may arise independently of the service provided.
  
  Warm regards,

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was involved in an accident ,I took it to Hendricks collision of concord for repairs based on recommendations. Once my car was completed it was ready for pickup. Two days after I noticed there was condensation on the inside of one of my lights.i called Hendricks collision back several times. There reply was let me call the insurance company to open back up the claim so they car repair it. Unfortunately the insurance company would not open the claim back up. So I called Hendricks again!!! It wasn't on the insurance company. My whole front bumper had to be taken off in order for the repairs to take place. Causing condensation to develop. Hendricks refused to take ownership. They failed to replace the whole header panel including the gasket which would not have caused the condensation. Several times I've tried to get this problem rectified. Speaking with ***** the last I spoke with him he said to me let me speak to my boss and I'll call you back.as of today I've heard nothing from anyone!!! Hendricks collision is refusing to take ownership of something they did. That's why they wanted to reopen my claim. I'm very disappointed in Hendricks collision.

  

  Business response

  07/09/2024

  We are replacing the left side lamp.  ************* denied the right side which they are upset about.  The customer would like both replaced.  *****, who is with Progressive, told them it would not be included.  We gave them a price at cost to try and help but they do not want to participate.

  Customer response

  07/14/2024

   
  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.
  
  They are currently working to resolved the issue. 

  Thank you 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I put a 1000 dollar down payment for an upcoming 2024 ****** Tacoma TRD Pro. The payment was made in order to get put on the waiting list to receive the truck faster. I did not sign any contracts or obligations. I did this over the phone with one of the sales associates. They also took a copy of my drivers license. A few months later I decided that truck was not for me and called the dealership to request my money be returned as I was not planning to purchase the truck anymore. I was told my money would be refunded. It has been months and still have not received my money back from the dealership. Just to be clear, I never bought the truck and the money I put down I never received back.

  

  Business response

  07/09/2024

  Can we please have the name of the Hendrick Dealership so we can help process the refund? 

  Customer response

  07/09/2024

   
  I am rejecting this response because yall needed the dealership information. 

  *********-Hendrick ****** Jacksonville

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

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

  I have also added a picture of my Credit Card statement showing that I paid that dealership the 1000 dollars.

  
  

  

  Business response

  07/09/2024

  We have spoken with the customer and the check has been signed cut and is being sent to him. We apologize for the delay. 

  Customer response

  07/09/2024

   
  Better Business Bureau:
  
  I have spoken with the General Manager. He was very polite and professional and told me he has cut the check and mailed it. I am satisfied with the outcome.
  
  Thank you.

  ****

  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the driver car handle repair done on 12/4/2023. My car was at the dealership for over a week. 3 months after I got it back, the handle started chipping near the button to unlock the car. I called, and ** got it back in - they did a "touch up" on the handle that didn't last 2 days. I brought my car back in and spoke to ** and his manager - I was told that the car handle would be removed, sanded down, and the whole thing repainted. They told me that they threw on the handle before letting it cure and that's why the paint was chipping off. I left my handle for over a week with them. When they put it back on, it was only "touched up" again, it was not completely repainted (like I had been told it would be). It looks like a child put nail polish on the handle, very unprofessional. When I saw it, I told TJ that I paid to have it done right, and that they needed to fix it. He said he would speak to his manager and get back to me. That was in early May 2024, it's now July 2024. I sent TJ an email 3 weeks ago asking about getting the handle fixed correctly, and he never responded. Hendrick needs to order a new door handle, paint it correctly and have it installed on my vehicle. That's the right thing to do. Feel free to pull my email exchange with **.

  

  Business response

  07/08/2024

  Can we please have the name of the Hendrick Dealership we can help get this issue resolved? 

  Customer response

  07/08/2024

  Please see dealership info below:
  

   

  Hendrick Chevrolet Cadillac

  3112 Highway 74 W

  ******, ** 2811

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

   

  
  

  

  Business response

  07/10/2024

  We are reaching out to the client and getting her back in and providing a loaner and I will make sure it is handled correctly.  Yes the handle was to be sanded and completely painted again and  after speaking with the advisor, the vendor decided to touch it up instead of repainting it correctly. We apologize for this inconvenience. 

• Initial Complaint

  07/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I brought my truck in on June 25, 2024 to resolve an issue of shaking when driving. The shaking was severe and I drove on city streets to get there. I was advised there would be a $229 plus tax diagnostic fee. The tech wrote up that he found a concern with transmission fluid and external filter and the left rear tire had a separated belt. They performed a transmission service which included a fluid change and filter replacement for $529 plus tax. The service tech wrote that the customer concern was now corrected. I picked the truck on June ************************************************************************** I went back and the service writer advised the next step was a transmission tear down and I made an appointment for the following Monday. On the way home I stopped at my local mechanics shop and explained what had transpired at *******. He drove down the street with me and noticed the shaking continued when the car was coasting without the foot on the gas. We went back to the shop and he quickly and correctly determined the shaking was due to the separated rear left tire. I had the spare put on by AAA and the shaking stopped. My mechanic stated that the transmission was not the problem. The ******* transmission was not due for service for another ****** miles. My vehicle has ****** miles. I spoke with ***********************, an official at ******* and explained what happened and he said he would look into it and then ignored my call when he did not get back to me.

  

  Business response

  07/08/2024

  After a long conversation we concluded that we would reimburse him for the diagnosis fee, $229.00 plus taxes and fees. He said that is fair. We will process this today and have a check sent to his home address.

  Thanks,

  Customer response

  07/08/2024

   
  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

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had an unethical experience with this business. Numerous times I have told the salesmen and financial person that I did not want my credit ran and I was going to have financing done through my bank. However, my credit was still ran without my acknowledgment.

  

  Business response

  07/05/2024

  What dealership is this complaint for?

  Customer response

  07/05/2024

   
  I am rejecting this response because:
  There was no given solution. This complaint is being made toward Hendrick Lexus Dealership in *******, KS.

  

  Business response

  07/08/2024

  The dealership has contacted the credit union to address the issue initiated by them. The customer presented a "pre-approval" from Mainstreet CU, but it wasn't an actual pre-approval. At their request, the dealership submitted the application, which was subsequently declined, causing customer confusion. ********** initially informed the customer that the application hadn't been submitted or declined.
  
  After ********** contacted us, the analyst confirmed the application had indeed been declined. The dealership asked the credit union to resolve this with the customer, but they haven't done so.
  
  Before the customer left, the dealership got their permission to explore other banking options. They were approved by Ally and LFS, but the high-interest rates led to monthly payments beyond their means, so the customer decided to leave.
  

  Customer response

  07/08/2024

   
  I am rejecting this response because:
  
  I did not give the dealership permission to run my credit. I have stated several times that I was going to have financing through my bank. Even though I stated, I was financing through my bank, the dealership still tried to pressure me to go through with them. I also told the dealership I was just wanting to know how much the payments were going to be and I did not want my credit ran. The dealership told my dad and I that they work with *********************** and can pull up my record. I told them it was okay to pull up my record since they said they worked with **********. My father and I was never made aware that the dealership ran my credit through the other banks they have just mentioned. After, the incident I have talked to my bank and was told directly I was approved for the car. Also, when I was at the dealership, the salesmen tried to sell me the car without going over the numbers and payment with me.

  

  Business response

  07/10/2024

  I kindly request your attention to the attached document, which contains our Finance disclosure that guests are required to agree to when submitting their credit information to our store. The finance manager *************************** was personally involved in this transaction and can confirm that the guest was informed about the possibility of us submitting their information to other lenders in the event of a decline by **********. It is important to note that the guest was not presented to any other lender until ********** had rejected their application. While he believe that the disclosure provided should be adequate, please feel free to reach out if you require any further information or clarification.
  
  Your patience and assistance in this matter are greatly appreciated.
  
  Warm regards,

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 19, 2024 I purchased a certified pre-owned vehicle from Hendrick ***** on **********. I was told that the car had gone through a multipoin inspection and that it was a great car with no issues. On Thursday June 27thwhich was the day that my warranty ended an error message of "Emissions System Problem" popped up on the dash and immediately called the dealership which was at 4:34pm to let them know of the issue and see if I could bring the car in. The service representative told me that they didn't have any appointments for that day and scheduled me for July 1st. I continuously called back that day explaining the issue and was finally given an appointment for the next dat at 1:45pm. I went and the service representative told me that because my warranty was up the day prior (eventhough I called about it and tried to get it checked in that day) that I would have to pay for the repair. I have literally only had this car about 90 days and the pre-owned guarantee is not feeling very solid for me which makes me wonder if this car is even worth keeping and as safe and reliable as I was told.

  

  Business response

  07/03/2024

  We would like to inform you that the vehicle's mileage upon diagnosis was *******, exceeding the expiration mileage of *******. Additionally, the affordable coverage specifically includes powertrain components, and the concern with your Pilot, the capless fuel shutter set, is not covered under this policy.
  
  Thank you for your understanding.
  
  

  Customer response

  07/03/2024

   
  I am rejecting this response because regardless to whether the mileage was over or not this is a certified pre-owned car which means that I should not have any challenges with this car's emission or anything if it's truly gone through the multipoint inspection that was guaranteed at purchase. Especially not in a span of 3 months of having the vehicle.  I will contact the local area news as well because I can see from these BBB reports (which I wished I would've known to check before purchase) that this company is not honest and is making a lot of money off of pre-owned vehicles that art not worth their value. 
  
  

  

  Business response

  07/08/2024

  We would like to inform you that the vehicle in question is not a certified pre-owned vehicle. It was purchased as a ***** True Used vehicle, which includes a 100-day, 5,000-mile warranty. At the time of sale, the vehicle had ****** miles on it. However, when you brought it in for service, it had ******* miles, exceeding the 5,000-mile coverage limit.
  
  Regrettably, we cannot foresee all potential issues that *** arise with a vehicle post-inspection and delivery. It is worth noting that the vehicle operated without any problems for a considerable distance of ***** miles.
  
  Warm regards,

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The dealership recieved payment for the car but the check engine light did not come off. What I paid for did not get fixed. The dealership is trying to sale my car to a third party company because of me not being able to finance the car repairs to pay for the repairs.

  

  Business response

  07/02/2024

  The Dealership and our **************** have already spoken to ******************* about this issue. The below email is what we sent her on 6/20/2024. 

  I would like to inform you that on 2/21/24, your vehicle was brought to our ****************** for the replacement of spark plugs and the battery. During this visit, there was no mention of a check engine light being illuminated.
  Subsequently, on 6/7/24, nearly 4 months and precisely ***** miles later,your vehicle was brought back to us. Upon inspection, it was discovered that the fuel pump had failed, leading to the activation of the check engine light.Additionally, there is a potential issue with the rocker arm and a Safety Recall that needs to be addressed.
  While we understand the inconvenience of experiencing another mechanical issue shortly after a service, it is important to note that the current failure is not linked to the repairs conducted on 2/21.

  We are unable to offer any additional assistance regarding this matter. The documentation we have received favors the dealership, and the services that have already been carried out must be settled for

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Traded in my vehicle and purchased a new vehicle on 4/1/2024. Have not yet received completed registration for transfer of tags. I have reached out to the dealership numerous times for assistance, but the phone calls, emails and messages go unanswered. My only resolution so far has been to contact the financial manager and request reissuance of temporary tags. I am now on my 3rd issuance of ************************************************************************************************************ anticipated receipt of registration.

  

  Business response

  07/02/2024

  Can we please have the name of the Hendrick Dealership so we can help get this resolved? 

  Customer response

  07/02/2024

   
  Please see consumer response with dealership information below: 

  **** Hendrick Chevrolet Buick GMC

  ****************** 

  ********, ** 23233

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

   

  
  

  

  Business response

  07/02/2024

  We have been in contact with the customer today. The NMVTIS is reporting that his vehicle has been titled in WV as of today. The customer is going to reach out to the *** to confirm. We apologize for any inconvenience that this has caused. 

  Customer response

  07/03/2024

   
  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. 
  

*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. ↩