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Business Profile

Used Car Dealers

Heritage Automotive Group, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

This profile includes complaints for Heritage Automotive Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Heritage Automotive Group, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/18/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 given a loaner vehicle while my leased vehicle was under warranty repair. I am sure to keep great care of the vehicle, and barely drove it. After returning the vehicle, I was sent photos of deep scratches on the inside of the passenger doors and told that I will be charged $300.I have complete confidence that this was not there at time of return Based off of the appearance of the scratches, it looks as though a tool was made to create them I believe an employee who is cleaning the vehicle, or moving the vehicle, knowingly or unknowingly, made this damage and left the blame on myself

      Business Response

      Date: 11/18/2024

      This customer returned our rental with: evidence of smoking, evidence of towing, and evidence of a pet being in the vehicle. Because he is a relative of an employee here, I made the decision not to charge for the detailing to rid the smell of smoke, but when we found the door panel, we could not overlook it. That is the evidence of a dog (most likely) being in the vehicle. It would not benefit us to make this type of damage and it is not comfortable to ask a customer to pay for damages. We thought we were being fair by asking for half of the cost of the door panel rather than the whole thing, while we could have asked for full retail plus the price of our detail. Furthermore, this afternoon there was an agreement that we would cover everything and he will have to seek service elsewhere in the future due to the negativity surrounding this situation. 

      Customer Answer

      Date: 11/21/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** ****

    • Initial Complaint

      Date:11/14/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 I 2016 Toyota Prius V in Dec. 2023, with one wheel cover missing. I was assured it would arrive in a few days, and when it didn't arrive, that they would contact me when it did. I asked about it later a few times (I have those texts to/from the sales ***** even suggesting they could just give me the cash value of it, and was always put ******* it's 11 months later, and they clearly have no intent to make this right. Essentially, I got one wheel cover less than what I paid for. I'd like to be paid the value plus tax and delivery of one Toyota Prius V wheel cover.

      Business Response

      Date: 11/14/2024

      I have reached out to the customer via email regarding the promised part. I will either sent our customer the part myself to ensure it is handled properly. If that doesn't work, I will find out the cost of the wheel cover and make a check request for this customer. 

    • Initial Complaint

      Date:12/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Took car in for service back in April, part under warranty was back ordered. Car sat for 4 months waiting for part, and when I got the car back, the A/C pump was seized up and broke the belt. When I contacted Heritage, they told me to contact **** to file a complaint, which I did, nothing has happened. I would like them to fix the A/C as it was working when I left it with them.

      Business Response

      Date: 12/06/2022

      Vehicle was here for a warranty extension program that parts were not available for. Vehicle was repaired as soon as parts arrived and customer was contacted upon completion. The customer had reached out after picking up vehicle with the complaint of a belt falling off since picking it up and insisting that Heritage Ford should pay for the repairs. Customer was advised to contact **** as the reason the car sat was not Heritage Ford's fault. Parts were delayed on ********** Company's end. 

      Customer Answer

      Date: 12/07/2022

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Mark

      I contacted **** and never received a response.  The air conditioner was in working order when the vehicle was left at the dealer, and I feel that is their responsibility since the vehicle was in their care for the time that the vehicle was waiting for the back ordered part. The liability is theirs, as the vehicle was on their property, not Fords. 

      Business Response

      Date: 12/07/2022

      The vehicle was here for warranty repairs which were completed and the customer was not charged.

      Customer Answer

      Date: 12/13/2022

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,  

       

      Mark

       

      The business has a responsibility to keep the vehicle from being damaged while in their care, this should include while waiting for parts covered under warranty  

       

       

       

       

    Heritage Automotive Group, Inc. is NOT a BBB Accredited Business.

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