Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Herndon Chevrolet, Damaged My 2022 Chevy HD3500 Wheels and Rims when they performed a rotation on my vehicle at 19,000 miles. Have a Work order for work performed and Damage documented at 21,000 miles. When they documented a Bent rim on my Truck. Still having probelms with my Tires and rims, now at 31,000 miles that happened at a Improper rotation at 19,000 miles.

  Business Response

  Date: 05/21/2024

  customer arrived 7/6/23 with 19083 miles for oil change and tires rotation. customer then returned on 7/18/23 with 19776 miles with a vibration concern between 40-60mph, which was not felt in the steering wheel. vibration was found to be from a bent wheel in the rear of the truck. customer came back 9/11/23 with 21996 miles and had the tires rotated and balanced, new wheel installed and oil change performed at no cost to the customer. replacement has already been adressed with customer 9/11/23

  Customer Answer

  Date: 09/12/2024

  Complaint: ********
  
  I am rejecting this response because: This started back in July 2023, still trying to get it  resolved. The agreement that was stated 9/11/23, Was to take the Truck to a neutral Shop and get a Diagnosis. I have done this now, ***** Tire in Batesburg Leesville, Work order is attached to this email. The results are that Every wheel is Damaged except the one that is already been replaced 9/11/23. To Resolve this situation would be to Replace the Other 5 wheels and Tire's from the wear of the damaged rims. Ty very much for your assistance in this matter.
  
  Sincerely,
  ***** ******

  Business Response

  Date: 09/18/2024

  Received via email 9/12/2024: Hello, Mrs D***, 

  
  

  This is lawton from herndon. contacting you regarding this complaint from Mr ****** about "damaging" all of the wheels on his truck. We were under the impression that this issue was resolved in the last BBB complaint and when we acted out of good faith and replaced the damaged wheel one year ago. We do not believe we are liable for any issue with the truck as this was more than a year ago and several thousand miles later. also the second opinion from ***** he attached does not look to be accurate. The mileage and date do not match. The mileage dated for 9/6/2024 per the invoice from ***** is approx 2k miles less than the last mileage we saw on the vehicle one year ago yesterday. 

  
  

  thank you for your time. 
  

  Lawton C***** Service Manager

• Initial Complaint

  Date:12/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2019 Tahoe from them day 1 the Tahoe broke down so I took it back to there shop where the sales manager calls me in to basically buy the truck back because it's not worth fixing he said ....so I sold it back to them and bought a 2017 Tahoe which has already been back to there shop ....they false advertised there pre-owned certified used cars ....had I known this prior I would've never went to this dealer ....so now im stuck with a crapbox 2017 Tahoe that when you hit a bump sounds like the front ends gonna fall out ......

  Business Response

  Date: 12/15/2023

  Mr. ****** came to the dealership and selected a a 2019 Tahoe.  Within the first day or so a  the vehicle had a few mechanical issues.  After consulting with service I decided the vehicle needed too many repairs so I offered Mr. ****** an option of trading it in for for value of what he paid on a 2017 Tahoe.  He stopped by with his wife inspected the vehicle and finalized the second transaction.  That vehicle also had an issue which was minor and we fixed it for him immediately.  Both times we gave him a vehicle to drive.  After we fixed it he decided that he wanted another vehicle something new.  Because of his credit worthiness we couldn't get a bank to approve a third transaction without a substantial down payment.  We at Herndon did everything we could to make things right for Mr. ******

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was happy when I first purchased my vehicle, our sales person was amazing… Too the point I purchased mine then a week later we came back and my boyfriend purchased a truck. Between the two of us, almost 90k worth of sales within a week. That’s a lot of money for some families. Now the tides have turned. Dealing with the service department has been completely different. From someone that has been in the service industry as many years as I have, I normally don’t do these kind of reviews, due to the way it can affect a business. In this case, I have unfortunately been left with no choice. My vehicle has been in for repairs for the same issue with my radio/ camera more than 7 times, but only 7 times have been documented. The service department has left the repair orders open each time and changed the in and out mileage so this way it does not give me accurate information to give to gm when trying to acquire a buy back which I was just denied for. If I try to trade my car as anywhere else other than here, they will lowball me so much that I will be so upside down I will be forced to come back to Herndon. Though, the service manager spoke down to me and didn’t even bat an eye When I told him that Cody lied about tire warranty or cussed at me on the phone. I just hate that we have spent so much time and effort here, and now we are stuck. The sad thing is, I have helped them with so many of their own problematic customers, just to see this is how Angel and Lawton really do treat their customers. Herndon knows this is A lemon, I did everything by the book. It was reported at 9200 miles, they have had more than the required 3 attempts to fix it, but I even have a text from an advisor that it is not fixable, went home after the last “fix” and my backup camera was frozen while I was driving straight for 4 minutes. But this is not unsafe, this doesn’t qualify for a buyback they say And they won’t help me, I just want to make this right!

  Business Response

  Date: 06/13/2023

  general motors is currently working on a fix for this concern. general motors has contacted us and we have provided all of the needed information to them. 

  Customer Answer

  Date: 06/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: As of today, Gm has currently made more than 5 attempts to repair my vehicle and it is still not fixed. At this time the repair has stemmed over 10k miles. I have no faith that by the time I reach the end of my warranty that they will come to a resolution. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/16/2023

  Herndon still feels we have gone above and beyond. Gm has not provided us with a repair for this vehicle, and cannot tell us when a repair procedure will be available.  We have offered to buy/trade customer out of the vehicle and they declined. There is nothing else we can do at this point.

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Herndon Chevrolet on 3/17/2023. When I walked to the vehicle I noticed that it did not have any floor mats so I checked the trunk and couldn't find any. I went back inside and told Kristen (New & Used Sales) the car didn't have any mats and Chris (GSM) told me to purchase some, bring the receipt back, and they would refund me. When I arrived home I inspected the vehicle and noticed a hole in the back seat of the car. The next morning I took the vehicle to an upholstery shop and the man immediately said the hole was caused by rats and I should put traps down to make sure they are gone. He gave me an estimate of $300 and said he could repair the hole but I needed to make sure they were gone before he could start the work. After leaving the upholstery shop I contacted Kristen to let her know what was going on and I was told to bring the vehicle in and speak to the Sales Manager. When I got to the dealership I asked why the vehicle wasn't inspected because when I looked in the trunk it was styrofoam all over the back from the rats chewing it. Kristen said they did and when I said they couldn't have because I noticed it in 5 seconds she then told me that she just sells the car. Chris (GSM) walked outside to look at the car and said they probably didn't inspect the trunk where the spare tire is kept. He then said they would have someone clean the car out and gave me the contact information for the upholstery person that they use. Ethan (Sales Manager) told me to have the upholstery person let them know how much it would cost and he would have to get it approved. I called Brian (upholstery) and left a message so I'm waiting to hear back. My concern is the wiring inside the car because I'm not sure if the rats got to other parts of the car. I don't want this to become a mechanical/electrical issue in the future after my warranty has expired. I need everything repaired in the car and I need the car inspected to make sure it is no issues.

  Business Response

  Date: 03/20/2023

  we met with mrs. ****** on 03/18/23 and had the vehicle inspected and cleaned and told her to bring us the receipt for the floor mats so we can reimburse her we also set up an appointment to have the seats repaired

  Customer Answer

  Date: 03/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: I spoke to Brian and he said the work would be noticeable so he suggested that I reach out to an upholstery shop. I emailed Chris to see how much they would approve for repairs and he said to get a quote. I sent over a quote and I sent over the pricing that I received from Midlands Volkswagen to replace the part with a new one and install it. To get a new part and get it installed is around the same amount as the upholstery shop doing the repair. I emailed Chris and Ethan this morning to see what they decided and I am still waiting to hear back.  
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 03/22/2023

  we spoke to mrs ****** this morning and gave her the ok to get the part replaced and not repaired 

• Initial Complaint

  Date:02/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited Herndon Chevrolet on 2/14/23 located on 5617 Sunset Blvd; Lexington, SC. This is the 4th scheduled appt visit where my time was not taken into consideration. My appt was at 11 and i arrived a little before. I waited for almost 3 hours for a balance/tire check with NOTHING being done. No update, no follow up, or anything. Prior to this visit, I had to get a thermostat. This resulted in Herndon having my car for 3 days. No call, no updates, no follow up, no courtesy ride, or anything. Not only that, I did not know you could negotiate services after i paid $900+ for a thermostat when i could have taken my car somewhere else for not even half the price. This was very inconsiderate today considering i was on my lunch but it was also very poor customer service as well as showing a lack of appreciation considering i can take my car anywhere.

  Business Response

  Date: 02/16/2023

  we appologize for any inconvenience that you may have experienced. is there a way to get the vehicle back to us to recheck the tires for balance? also im a little confused on the thermostat, did this not fix your concern?

  Customer Answer

  Date: 02/16/2023

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

  I just do not wish to waste anymore of my time. I will just take it somewhere else. 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/5/2022 - I know my budget and what I am looking for, yet the salesman kept showing me things WAY out of my budget. I get it - want to make the sale. My biggest issue came with the fact that I had EXPLICITLY stated that I did not want my credit run because I wasn't comfortable with the cost of the cars he showed me. I signed nothing giving my consent to check my credit. He assured me that the guys were not running my credit and were going based off the numbers I gave them. So imagine my shock when I received a notification stating that Herndon Chevrolet had done a HARD INQUIRY on my credit.

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/10/11) */ we have spoken to Mrs. ****** and explained our policies and let her know we would speak to the salesperson involved and will contact the credit bureau about the inquiry Consumer Response /* (3000, 7, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I spoke to the manager regarding my complaint, he was very combative and dismissive about the problem. He even went as far as to say that it was my fault and I should have known better that they were going to run my credit. He even stated that they did not have to have anything signed to run my credit. I'm not satisfied with their response. Business Response /* (4000, 9, 2022/10/14) */ we have contacted equifax and we are waiting for Mrs. ****** to return our call so we can explain to her the options to resolve this