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Business Profile

New Car Dealers

Tom Hesser Auto Group

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Tom Hesser Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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Tom Hesser Auto Group has 4 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 type

    • Initial Complaint

      Date:03/26/2025

      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.
      Made an appointment for my vehicle to get fixed at there shop. Explained at the time that the car caught on fire it was an insurance claim for the fire in the engine and that the transmission would need to be fixed also cause thats what started the fire but was not covered under insurance but there may be parts that were covered under warranty because a previous dealer worked on the transmission appox ***** miles ago. It was scheduled for February 12th 2024 to get worked on. I called on that Monday but no one answered I left a message to make sure everything was good to go no phone call back. Had the car towed there Tuesday and called to let them know it was on its way no call back. I called Wednesday to see if they got it in and still no call back I called Thursday and still no call back. I had to go there Friday and see what was going on and the lady in the service area said that they didnt know the car didnt start or run so how were they supposed to to get in the garage. After a few weeks of going back and fourth with them they said they would install the starter and fix the wiring I had to remind them to clean the engine then get the vehicle they were not going to work on it anymore. I had to get it towed once again from there shop to another shop where upon inspection the front emblem on the car was tore off. The wiring they replaced was not done with the proper connections wires were just hanging down not tied up the engine compartment was not cleaned they just wiped down the top and that was all. The new shop that I took it to had to redo the wiring the correct way clean parts of the engine so he could install the new transmission and it added extra time on his bill for labor redoing all there work. I have no problem paying for the parts but dont feel that I should have to pay for labor twice I acquired another towing fee because they refused to fix the transmission I have to replace the emblem on the front and pay the second shop labor to fix therework

    • Initial Complaint

      Date:02/27/2025

      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.
      Brought a 2025 X1. Was offered the same rate3.99 that I had when I went in. The business manager did a switch and bate with the rate and did not inform me. I as well as my husband asked her 3 times about the rate staying the same and she said yes, but raised the rate after I signed the paperwork and Did Not Disclose this information given me the opportunity to decide if I wanted to purchase the **** The *** has radio problems and I have to travel 1.15 hours 1 way to keep getting the radio fixed on a brand new **** I have have reached out to ******** Theyre fine with the switch and bate technique because they refuse to offer a solution especially since the radio in this car is one again broken. I have been harassed by the case manager causing me to have several anxiety attacks. I have requested that she refrain from contacting me, yet she continues to call not with a solution, so it leads me to realize that this is her technique to get me to stop moving forward. I asked them to remove her from my case and *** refuses to remove her. *** ******* refused to respond or try to contact me. I was told by customer service that the switch and bate practices are common knowledge and is okay by the managers and general managers. Why is a 2025 *** radio broken in less than 4 months twice. Why are their business manager not forthcoming about the rates. There are a lot of unethical practices going on at this dealership and they need to be investigated!

      Business Response

      Date: 02/28/2025

      Please be advised we are in receipt of Ms. ************** complaint dated 2/28/25.  Tom Hesser Auto Group vehemently deny Ms. ************** claims.  Attached please find our worksheet dated 10/14/24 with two interest rates circled, 3.99% for 60 months, and 4.49% for 72 months.  This is Ms. ***** ******** handwriting.  Also attached is Ms. ***** ******** signed contract dated 10/19/24.  Ms. ***** ****** was fully aware of the 4.49% interest rate that she signed for.  

      Tom Hesser Auto Group has no service records regarding Ms. ***** ******** issue with her radio.  Her vehicle has never been in our service department for said issue.  Any complaints regarding ******* case management should be taken up with *******.  We can't speak on *******'s behalf.

      We respectfully request this case be closed.

      Sincerely,

      Tom Hesser Auto Group

    • Initial Complaint

      Date:06/13/2023

      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.
      I took up my car to get my headlights checked and I came back with a ton of damage when I went and picked up the car it was in total disarray

      Business Response

      Date: 06/26/2023

      Please be advised, Tom Hesser Auto Group adamantly denies **************************** claims that the damages shown in his pictures to his, used 2019 ********* ****** with 17,162 miles on it, occurred while at our Dealership.

    Tom Hesser Auto Group is NOT a BBB Accredited Business.

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