ComplaintsforJim Hudson Automotive Group

• Initial Complaint

  06/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed $100 deposit on Cadillac lyriq in December 2022 with Jim Hudson Cadillac but have never received any communication from the dealer regarding my order so in May 2023 I requested a cancellation along with a refund as was the pre-order agreement. After several attempts to get my deposit back a sales rep called and told me my refund would be issued two weeks ago. I still haven’t received it and cannot get the dealership to reply again.

  Business response

  06/13/2023

  Full Refund has been issued.  

  Customer response

  06/13/2023

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am having the hardest time canceling my extended warranties for my vehicle (2022 Chevrolet Tahoe). I sold my vehicle in March, so I have no use for the warranties anymore. All I needed Jim Hudson Chevrolet to do was process the cancellation and reimburse me for the unused portion. I got in contact with Borgardt L****** and he emailed me the cancellation form. He instructed me to fill it out and send it back to him; I did that and received no correspondence. I called and left multiple messages, but no one returned my call. I finally spoke with with someone from sales and she informed me that Mr. L****** was not there anymore. So she transferred me to the finance department and I left another message. I am so tired of being ignored. I can not get anyone to return my calls. I left multiple messages with the finance office, and no one has responded. I think this is extremely unprofessional! They called continuously when they were trying to get me to purchase my truck, but now they will not answer me. I will not recommend this dealership to anyone after my experience!

  Business response

  05/15/2023

  Cancellation has been processed and dated for the date that customer requested.  Customer should be receiving check in the mail.   

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2022 tahoe from Jim Hudson Chevrolet in June of 2022. This car has been giving me issues since I got it, I reached out to the dealership in November several times to repair my vehicle while it was at about 14,000 miles. These are manufactured defects and should be covered. They wouldn’t get my car in until January of 2023 and when they did, they gave it back less than 2 days later stating they couldn’t see an issue. I contacted them again the same day due to the same issues occurring. Now it’s May of 2023 and I have consistently reached out to the dealership about my repair and they have given the same answer each time or no response at all. I reached out to the general manager to ask about it and got a nasty message back stating they wouldn’t be helping me at all now. They weren’t helping me to begin with. Now I’m stuck with a car that’s malfunctioning constantly that I purchased from them that they’re refusing to fix. I want my car fixed. They were trying to wait it out until I get to 36,000 miles so this could legally be of no responsibility to them but I’ve been on them about this for 6 months now and I don’t see how they can get out of such responsibilities. They need to fix this. After they get the sale, the customer service goes out the window. They are rude and disrespectful after they get your initial signature. One man attempted once to fix my car and was pleasant but him being pleasant to work with doesn’t solve anything and it needs to be fixed.

  Business response

  05/15/2023

  Ms. ***** purchased a 2022 Tahoe on 12/29/21.  This vehicle had a glitch in the radio that would cause the radio screen to go black intermittently.  This was a known issue with new Tahoe’s and due to parts shortages, GM couldn’t replace the radio in a timely manner.  This customer wouldn’t accept this, so she complained.  General Manager talked with Chevy and advocated for her to get a new Tahoe as a replacement vehicle.  He was successful in getting GM to facilitate another vehicle and we traded Ms. ***** into a new Tahoe on 6/25/22. Due to the way that GM handles these traded exchanges, we took a  loss on the new Tahoe because Ms. ***** was not willing to pay the depreciation expenses for driving the original Tahoe 9326.  She demanded a replacement vehicle for no additional cost and wanted all her payments fully reimbursed. 
  
  She returned for service on 7/12/22 complaining about a bubble in the window tint that was applied to her vehicle.  We replaced the window tint at no charge and completed a detail on her vehicle. 
  
  She then returned for service on 1/19/23 with another intermittent radio concern.  We also found the vehicle had 2 open recalls that we corrected.  We were unable to duplicate the concern of the radio and therefore were not able to fix it. 
  
  She texted General manager at 6:48 am on 5/10/23 “Any word on when my car will be fixed?  I’ve been waiting for months. Again.”  She also put a 1-star Google Review online just after she texted stating, “Been waiting 6 months for them to fix my brand new car and am getting nothing from this place. I’m absolutely fed up with this situation. This is the second car I’ve gotten from them that has many defects and still no attempt provided to fix it! They took my car in for a few days, said oh we found nothing wrong. Now months later, I’m still waiting. Do not go here. Their service department has been the absolute worst I’ve ever had an encounter with.”  I checked with our sales department when I got in around 8:00 am and found that we had no open RO’s and no parts on order.  I found out that she was upset again because we didn’t have a loaner vehicle available with 3rd row seating.  So I texted her the following. 
  I also found out that the customer called in at 6:55 am to Goldie in the BDC on 5/10/23 very upset stating that she was still waiting for us to fix her vehicle because the radio was still messing up.  Every time her vehicle is in for service, she demands a 7-passenger vehicle.  We explain that we only have 1 – 7 passenger vehicle in loaner status and it’s very difficult to time it for her due to the lack of loaner vehicles that we have.  She said this is unacceptable and that we aren’t willing to help her. 
  
  Let me know if you need any additional information about this situation.  

  Customer response

  05/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It is the company’s job to make sure they sell working vehicles especially brand new ones off of their lot so yes I asked for the vehicle to be fixed and it wasn’t fixed in the multiple attempts it was sent back to them to be fixed so I asked for it to be replaced at the same no extra cost to me because it wasn’t a mistake on my end. We made our payments and their vehicle was faulty and we felt it was unsafe so I was not in any wrongdoing here. The company’s response is incorrect as first tahoe there was an instrument cluster issue which was the initial thing it went in for and they could not fix it. (I also expressed this to Josh Waters just yesterday before a response was made on here to my complaint.) The radio screen as well as the speed, odometer control screen went black quite a lot but that’s not why I took it in originally and asked them to take it back. They stated they just couldn’t fix the instrument cluster and when they tried replacing it, the cars issues got worse. With this one I got in June of 2022, it’s had a radio distortion consistently along with the service brake assist message coming up often and when I could be the only car on the road there’s a red light blinking and a beeping as if there’s a car in front of me that’s braking and I’m not, there isn’t. That also happens frequently. Speaking to Josh Waters, Mr. Hudson’s assistant, yesterday he claimed that we were done a favor when the dealership finally made it right the first time getting me another car because they couldn’t fix the issues that the first one had and ultimately made them worse than it originally was. I did request a large loaner vehicle as my car seats 8 and that’s for a reason, we have a large family, that’s not an unreasonable request as they all knew I have a big family. There is no getting anyone at this dealership to respond to me either; that’s been an issue since day one. I did get a generic response from Mike in the service department on my Facebook review that he sends out to many telling me to call him, I tried calling him multiple times with no answer. I have tried calling the dealership to get my car in multiple times with either no answer or an answer of Travis will call you back and got no appointment and not a call from Travis either. My husband also wants everyone to beware when he changed the oil on this current tahoe after Jim Hudson did, their was only 6 quarts of oil in the vehicle when it takes 8 and that’s what should have been in it. There is no excuse for the poor quality of business going on here and absolutely disturbing customer relations or lack thereof. 

  Sincerely,
  
  J****** *****

  Business response

  05/16/2023

  Thorough out working with Ms. ***** Jim Hudson Chevy tried our best to go above and beyond in our care for her vehicle.  We traded her out of her vehicle at a loss to the dealership, we included a free internal and external detail, but upon her last visit were unable to duplicate the problem she stated she was having. 
  
  It was recommended since she was unhappy with her service at this location that she might want to try another Chevy location and upon a phone call with her yesterday she stated that she had made an appointment with another dealership, and we hope they are able to assist her and duplicate her problems.  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the used car from Jim Hudson Chevy. Nothing but issues since I bought it. It’s been towed there multiple times and issues not fixed. Last time I took it there was 2/2023 for a bad head gasket. After weeks of arguing with them that it’s under warranty and me calling the warranty company they finally agreed to have warranty company inspect the car. It was covered under warranty but the dealership wanted $10k to fix it. I declined to get it fixed there and they tried to charge me over $450 for inspecting it even though I was told if it’s under warranty I would not be charged. After more weeks of arguing I finally went up in person on 4/15/2023. They upped price to $650 to get it back. They finally gave me my car back at no charge. When they were driving it to me I noticed something hanging from under my car. Found half of exhaust in my back seat and the rest hanging down. I did not authorize them to remove exhaust and service man could not explain why they removed it. My car had issues when I took it to them but it was drivable. When I finally got my car back it’s undrivable. Not happy.

  Business response

  04/20/2023

  Customer purchased the vehicle from the Jim Hudson GMC store.  Vehicle came in with a blown head gasket.  Customer authorized a diagnostic fee and let us know she had a ******** warranty.  After diag was completed, technician saw that the motor was full of oil sludge from not preforming regular oil changes.  Service Advisor requested oil change records of which customer couldn’t provide.  Service Advisor knew that ******** would require to approve the claim.  After Service Advisor informed Ms. Humphries, she decided to call ******** herself to discuss.  ******** rep called Service Advisor back and requested further diag by dropping the oil pan for inspection.  In order to remove the oil pan, the exhaust must be removed.  Service Advisor informed Ms. Humphries that an additional charge of $350 would be required if warranty didn’t cover the repairs which she authorized via text to drive.  ******** rep did not approve the claim but offered her $5,000 in good will towards the motor and turbo replacement.  The $5,000 amount was because Ms. Humphries only purchased the vehicle for $6,000 and ******** won’t pay out more for a repair than the consumer paid for the vehicle.  The motor and turbo replacement are a $10,000 repair.  Customer told us that if we won’t fix the vehicle for $5,000 than she will take it somewhere else.  Service Advisor informed her that a there was a balance on the vehicle for work that was performed, and she would be required to pay for the work that had already been completed (that she had already authorized).  We didn’t hear back from the customer after that.  Customer showed up on Saturday to pick up the vehicle.  The reason the exhaust was in the back seat was due to the fact that we didn’t know the customer was coming in and not further communication with technician.  Vehicle was still in diag tear down waiting on warranty authorization to complete the repairs.  Customer still hasn’t paid for the work that authorized resulting in approximately a $650 balance on the vehicle.

  Customer response

  04/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: on 3/17/2023 at 2:55 pm I told Service Advisor Zach that I will be having my car towed home.   He responded :  no problem.  Please allow us until Monday to get your vehicle buttoned up to have it towed.    
  So they had plenty of time to put the exhaust back on my car.  When I went back to the dealership another service advisor told me I did not have to pay because of all my issues with the dealership 
  
  Sincerely, 

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

  Business response

  04/24/2023

  We are sorry you feel this way.  There was nothing intentionally done or not done to your vehicle because of stated issues.  At this time we are still owed unpaid invoices for work you approved.  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new Toyota Tacoma in November 2023 . I had it less than 4 months and it had approximately 7000 miles when it left us stranded. I called roadside assistance and they towed it to the closest Toyota for repairs. I was informed a few days later that this wasn’t covered under warranty! The clutch went out.. I’ve spoken to Toyota Reps , other service mechanics and no one has ever heard of a clutch malfunctioning at 7000 miles!!! I called and spoke to Susan , she was of no help. The service dept never called me back. I called and left messages for Phil the general manager, he never responded! Susan’s response to me asking about the faulty clutch was that they don’t manufacture them , so basically they sell you lemons and then refuse to help in any way when there is a problem. I was lied to about the warranty. I know that I did not tear up this clutch , why would I intentionally sabotage my own vehicle?? Leaving myself stranded for hours?? Jim Hudson is refusing to claim responsibility for my premature clutch failure. I had to pay for the repairs $2,250 , and also had to pay nearly $400 for the rental I was provided at the Scott Will Toyota while they did the repairs!! I would like to be reimbursed, anyone knows that a clutch should not fail at 7000 miles. No one has returned calls or willing to address the issue. Nearly 7,000 in additional warranties and nothing covered it… cheated , disgusted and disappointed in this whole Toyota experience.

  Business response

  04/03/2023

  The truck was purchased new at Jim Hudson Toyota and has not been back for service or repair.  The customer now has 7,000 + miles on the truck and the clutch has already failed.  The repairing dealer was Scott Will Toyota.  During the repair they determined with Toyota that the damage was caused by the customer.  At that point the repair would not be covered under warranty.   The customer has paid Scott Will and somehow believes that Jim Hudson Toyota should have to pay for the customers misuse of this truck.   Jim Hudson Toyota Service manager has explained to the customer that the repairing dealer and Toyota are whom they need to talk to in this matter as Jim Hudson didn't not repair or damage the truck.   Manager,  also informed the customer that Toyota Brand Engagement may be able to assist her in possible reimbursement but, that would be her best course of action. 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I sold my 2014 Buick Verano to Jim Hudson Buick, GMC in Columbia, SC on 2/7/2023 and handed over my title at the time. I was told they would be mailing me a check for $1,500 which I would get no more than 3-4 weeks later. It's now been over a month and nobody there will return my phone calls or tell me what's going on with the check.

  Business response

  03/13/2023

  A check was issued on February 10th and mailed to **** ******** *** Summerville SC (this was the address listed on the title)

  Business response

  03/13/2023

  Check will be re-cut and sent to updated address.  

  Customer response

  03/13/2023

  
  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.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  02/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This is a complaint against Jim Hudson Toyota, Columbia SC. We had ordered a vehicle (Attch A) and placed a down payment (Attch B). The vehicle was due to arrive on or about 11/7/2022. I bought a non-refundable airline ticket from Scranton PA to Columbia SC after my wife’s mother passed away and the funeral was complete. I had texted numerous times asking what the status of the car was with no answers. Finally, the day before I was supposed to fly, the sales rep informed us that our car, that we put a $1,000 down payment on, was sold from under us. I cancelled the flight (the customer service manager, Susan, did refund the price of the ticket). However, the issue remains that there was a breach of contract on the part of Jim Hudson Toyota that resulted in a lot of additional cost to us. Please see Complaint Text for Jim Hudson Toyota.docx for complete text of complaint.

  Business response

  02/21/2023

  Customer ordered the vehicle and then had to leave the country for 2 weeks and the vehicle was sold to another customer.  We then found the customer another vehicle, exact same as one he wanted.  We discounted the price for his inconvenience as week as reimbursed him for a plane ticket he purchased to fly down. 
  
  Customer informed us on 2.21.23 that he also had rental car receipts that he felt he should be reimbursed for and this will be taken care of.  

   

  Customer response

  02/24/2023

  
  Better Business Bureau:
  
  

  Whether I was out of the country or not, we had a contract for that vehicle with a $1,000 down payment. Jim Hudson Automotive Group was informed we were on a two week vacation to St Maarten and they chose to breach the contract and sell the vehicle out from under us instead of waiting. Rather unethical behavior in our opinion.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is tentatively satisfactory to us. We will be fully satisfied once the refund of the rental car bills is received. As of 2/24/2023 we have NOT been contacted by Jim Hudson to arrange any compensation for the rental cars.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  02/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I took my vehicle to Jim Hudson Ford in Lexington, SC in September of 2021. My vehicle still had a valid warranty for the part needed until 150,000 miles. The part needed was a transmission control module. They offered me no rental car although the warranty clearly states to give me a rental. They refused to give me updates, or how to speed up the process. I finally got the information to reach out to Ford customer care and they helped me get the part, but it still took six months after talking to them. I didn’t even know they had the part, nobody called me. I called them and they said my vehicle was ready on February 4, 2023. I went to get my vehicle and they wanted to charge me over 1,000 dollars for parts and accessories that went bad all while sitting on their lot that they didn’t tell me about, or tell me they were replacing. Also, the windshield had been cracked all the way down and their solution to that was for me to have it fixed. They are terrible people at this dealership. I’ll never do any business with them after this.

  Customer response

  02/10/2023

  My name is ****** *******. Jim Hudson Ford reached out to me today, and I picked my car up. They waived the 1,000 dollar charge. I’m satisfied with this result. I do wish they had fixed my windshield, since it occurred on their property, but I feel comfortable moving on at this point. Thank y’all for reaching out to them. 

  
  

  
  

  ****** ******* 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I came to JH Toyota looking for a sedan to accommodate my family, as well as my special needs child. I had been looking at a vehicle online and mentioned it to a sales person via chat. When I arrived at the store the vehicle was apparently at another location and they couldn’t get it to me. (Though they say 1000x on their website they can get a vehicle from any of their locations) the salesman showed me another vehicle, and I had my young son with me so was unable to test drive. I wasn’t given a key to even turn on vehicle. Just simply look inside. I said the space seemed ok, we went inside and the finance had papers drAwn up already. I said sure the car should work it’s got space I need. I get on the vehicle to drive off the lot after purchase and see the touch screen isn’t working. I immediately call my salesman who assured me it work when he pulled up the vehicle. After WEEKS of trying to someone to answer me as to why this vehicle was sold with a main component not working. No one had answers. Was told “it’s a fluke”. I called, and emailed the GM, Fil, and have never once received a response. Was told the vehicle has a backup camera. It does not. A key fob (1 of 2) doesn’t work at all. The milage written in paperwork is even incorrect by 10,000 miles!! JH claims to have a 7 day exchange policy but NO ONE will return your calls to make this happen within 7 days. SCAM ARTISTS AT THEIR FINEST HERE. I have never been treated with such disrespect, or sold such a vehicle where many things did not work, or come as stated. Worst car buying experience I have ever had.

  Business response

  01/31/2023

  Josh W*****, Director of Public Relations called Ms. ***** and left a message asking for a return call at ************ to discuss complaint and look for resolution.  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 17, I drove my 2009 Cadillac to Jim Hudson to have the serpentine belt replaced. They informed me it was ready to pick up on the 19. When I drove from my home 100 miles round trip on Jan. 20 to pick the vehicle up, and after paying for the repair, I noticed it was parked in an odd, out of the way area, but nowhere near where similar clients usually pick ups cars after repairs. Oddly also was that even though it was almost about to rain, when I approached the vehicle, the driver's side window was rolled down. Upon trying to enter the vehicle, I noticed the drivers side door would not open. I went back to the service advisor and informed him that I could not get in my vehicle. He entered the vehicle by getting in the passenger side and drove it in the service area to have it checked out. He returned in a few minutes and informed me that I needed to have a door part replaced at the cost of approximately $500. I informed him that when I brought the vehicle in, nothing was wrong with my vehicle. Also, I reminded him, that when I brought the vehicle in and pulled in the service area, he entered the vehicle at least three times with no problem exiting/entering. He instated sometimes these things happen and it was not their fault, & I would have to pay to get it repaired. After discussion back/forth, I asked to speak with his superior. Initially, he said he was in charge and it his decision and no one else would be available for me to discuss this issue. Finally, after I insisted speaking with his superior, he took me into his office. A disgruntled rude employee explained that if something happens to a car while it is in their possession, they would not be responsible. I continued to request to speak to a representative about the issue. After much further, discussion, he said that they would get the part for the door and charge $385 for part. Jim Hudson broke my door, tried to conceal it while in their possession and I believe they should pay for part & repair.

  Business response

  01/23/2023

  Service Manager spoke with the customer on 1.23, and he has agreed to go ahead as we discussed. He is paying for the part, and we are installing it for free. He brought the car in to have a serpentine belt replaced and when the technician pulled the car into the shop, he could not open the door from the inside door handle. He said he was satisfied with our offer and to go ahead with the repairs.
  

  Business response

  01/24/2023

  Customer will be given full refund.  

  Customer response

  01/24/2023

  
  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.
  
  Sincerely,
  
  ***** ********

  I accept, of course pending receipt of refund.

   

  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. ↩