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Complaint Details
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Initial Complaint
12/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
06/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
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
03/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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 repairedCustomer response
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
03/22/2023
we spoke to mrs ****** this morning and gave her the ok to get the part replaced and not repairedInitial Complaint
02/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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 response
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
10/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 thisInitial Complaint
03/21/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I'm February my wife and I purchased a used 2013 Chevy Tahoe from Herndon Chevrolet. Before purchase l, during the negotiation period, I asked about some paint blemishes on the vehicle to be assured they would get fixed under the terms we negotiated. The sales lady Cheyenne, spoke with a sales manager Ethan about having the paint fixed as well as a broken taillight housing. They agreed to fix the issues I had pointed out and we purchased the vehicle. Cheyenne has asked me to schedule an appointment to have the taillight replaced on a Tuesday as that was when their paint guys were in fixing paint on vehicles. I scheduled on a Tuesday, dropped the vehicle off, then get a text from Cheyenne that says (and I quote) " Hey! So my paint guys looked at the spots but unfortunately they won't be able to fix those scratches. That whole side would have to be replaced and we don't have a body shop. But your taillight is fixed and it's ready for pickup" I ask for a manager to call me, which she immediately calls and says "what's wrong"? I said "that was not what we agreed upon" and asked for a manager to contact me. After she attempted to brush me off, I finally spoke with Anthony, a sales manager. Anthony admitted they were wrong because Cheyenne didn't know the difference between a blemish and a light scratch and said there was nothing they could do. I told him since they won't fix the vehicle I'd like for them to buy it back as it's not in the condition we agreed upon. He didn't oblige but said he'd talk with his GM, Luke Herndon, about paying for the repairs if I take it to a shop and get a quote. I received a quote from Gerber Collision Repair in Irmo, SC. The quote was $2,150. I emailed the quote to Cheyenne as requested by Anthony. He calls to says that he spoke with his GM and they are willing to pay $1,200 because $2,150 was "too high". I told him that's not enough to fix it. Last he said was he'd send the quote to another body shop. They have stopped respondingBusiness response
03/23/2022
Business Response /* (1000, 5, 2022/03/21) */ Contact Name and Title: Chris S***** Contact Phone: XXXXXXXXXX Contact Email: ************@herndonchevy.com we have contacted the customer and have agreed to pay the full amount for him to go to his own body shop and get the vehicle repaired Consumer Response /* (2000, 7, 2022/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Herndon Chevrolet made it right by reimbursing me a check for the amount to fix the vehicles blemishes as we had negotiated pre purchase. I am satisfied with this resolution.Initial Complaint
11/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On October 29,2021 I bought a Chevy Tahoe from Herndon Chevy. The Tahoe had a rear bumper sensor missing and a rip in bumper. I was told by sales man if vehicle was purchased that Herndon Chevy will be responsible to fixing problem on 11/10/2021 I dropped my vehicle off to Herndon to be fixed and was told on 11/11/21 that the vehicle was fixed. It was dark and raining when I picked it he vehicle up so I could not inspect until I got home. When I got home I saw that bumper is still torn and the sensor is not even painted to laugh the vehicle color.Business response
12/10/2021
Business Response /* (1000, 5, 2021/11/16) */ we were able to contact mr. ****** and complete the repairs Consumer Response /* (3000, 7, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The repairs have not been done correctly and have not gotten response from the sales man that promised they would be Business Response /* (4000, 9, 2021/11/17) */ Spoke with customer at 11:16am. Due to customer living in orangeburg and working in summerville we asked the costomer to get the repairs done and we will reimburse the customer. We sent the customer an email agreeing to do this, and the customer accepted.
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Customer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.