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:07/03/2025

  Type:Sales and Advertising 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 2017 **** F-150 on 02/03/2025. To start off, it took me until May 2025 to receive my sales contract from dealership. I first reported an issue with the truck on 02/08/2025 as I was hearing a noise from the engine. They had me bring the truck back to look over the problem on 02/12/2025. HGREG had the truck from 8:00am to 3:00pm. The issue wasnt fully resolved then couple of weeks later in March now I have a humming noise coming from the engine. Went back to HGREG and they turned me away. I went to **** and the found two issues that total over $3,000. In April, my transmission started acting funny and I went to ***** and they said I needed a brand new transmission. Ive only had the truck from February 2025 to present. ***** charged me $7,000 to fix the transmission. While it was in the shop, I was taken Ubers to and from work which totaled $795. It caused me to fall behind in my payments and now I have to give back the truck to the bank. I need HGREG to refund me my money and make this right on my credit.

  Business Response

  Date: 07/15/2025

  In response to this complaint customer was fully aware purchasing vehicle AS-IS and signed a disclosure stating that and signed another disclosure stating the vehicle might have had prior accident and structural damage.  Also customer signed another disclosure stating they had the right to get the car inspected by a 3rd party prior to the sale.  I am including copies of the signed documents by the customer

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23554253
  
  I am rejecting this response because: Even the extended warranty was terrible as it was never explained that the extended warranty was only covering electrical. Also, it took them until May to provide my sales contract for me to go over everything. Due to the negligence of the dealership as part of their policy they do an inspection of the vehicle before it hits the sales floor. I even brought the truck in to the dealership to look over after purchase after I heard a noise from the engine and it was in the dealership care for over 6 hours.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/22/2025

  In response to this complaint customer had ample time to review documents prior to signing them

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23554253
  
  I am rejecting this response because the contract was not fully explained. Also, when the truck went back to the dealership for them to fix it why new issues arise after it was in their care. So, it further explains what did their service people do while I let them look over my truck. For two third parties found issues with the truck after only have it for three months. According to their promise, they inspect the vehicle before it hits the sales floor. Also, for me to never receive my sales contract all the way in May even though I was fighting to receive my contract since February is crazy. I barely put any miles on the truck as its been in shops longer than me being on the road. I want a full refund as this has affected me financially and my credit as well. The lack of accountability from HGREG is crazy. If resolution does not come in the form of repayment then I will be force to bring this to court. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/31/2025

  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.

  Absolutely disgraceful experience. These clowns called me FIVE times this morning after I clicked on an ad for a car they had listed. They confirmed a 2:00 PM test drive appointment, and I made it clear Id be driving over 1.5 hours to get there.I arrive exactly at 2:00 PMonly to be told the car was sold earlier in the day. No call, no update, no courtesy. When I asked why they didnt notify me, the so-called manager ***** flat-out admitted that his boss instructed them NOT to call customers in situations like thisbecause they want to bait people into showing up regardless.Xavier, the sales **** was completely unprofessional and started yelling at me when I rightfully called out their shady behavior. Sure, my voice was raised toobecause this is blatant manipulation and garbage service.This place is a scam operation, plain and simple. Ill be filing formal complaints with consumer protection agencies. ***** this dealership like the plague.

• Initial Complaint

  Date:04/17/2025

  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 January 6, 2025, I purchased a 2021 ******* GV80 from ************************** located at *****************************************************************************************. I was told the vehicle had only minor cosmetic damage and was safe. However, on January 10, I discovered the front camera was malfunctioning, and later a loud suspension noise appeared. The vehicle was taken to an official ******* dealership on January 13 and has remained there since then due to serious hidden issues.The ******* service department confirmed multiple problems: a replaced non-original windshield that caused camera failure, rear camera malfunction, and suspension damage. The dealership declared the vehicle unsafe and refused warranty coverage, citing prior severe accidents not disclosed by HGreg. These damages were also not reflected in the Carfax report provided at the time of sale.I contacted HGreg by phone, email, and in writing to resolve the issue and requested cancellation of GAP, NAE, and service contracts on January 11. Despite follow-ups, I received no refund or help. I paid insurance for a vehicle I couldnt use, while it remained in the dealers possession. The business failed to respond or offer a resolution.I am submitting all documentation, including ******* reports, Carfax, and written communications, as proof of misrepresentation and lack of response.

  Business Response

  Date: 05/14/2025

  In response to this complaint  customer was fully aware buying Vehicle AS-IS and signed disclosure stating AS-IS another disclosure stating Damage Disclosure statement and another one stating accident and structual damage disclosure and the last one stating the customer had the right to get the car inspected by a 3rd party prior to buying the vehicle at their expense

  Customer Answer

  Date: 05/14/2025

  Dear Better Business Bureau,
  I am writing to provide an updated and more detailed response concerning my complaint, ID ********, against HGreg of ********************************, located at *****************************************************************************************. This concerns my purchase of a 2021 ******* GV80 (VIN: *****************) on January 6, 2025. My initial complaint outlined the deceptive practices and misrepresentations by HGreg. A subsequent review of the sales documents further confirms HGreg's misconduct and directly contradicts recent claims made by their representatives.
  HGregs position that I was fully informed of the vehicle's condition and that the "AS-IS" clause in the contract absolves them of all responsibility is a distortion of the facts. This assertion is undermined by their own paperwork when considered alongside the severe, undisclosed defects later confirmed by an authorized ******* ***********
  Firstly, HGreg sales personnel verbally assured me that the vehicle had only "minor cosmetic damage." ************** was a significant factor in my decision to purchase the car. While HGreg may refer to standard "AS-IS" clauses in the sales contract and their "Damage Disclosure Statement" (dated January 6, 2025), this written disclosure is critically deficient. It vaguely states that HGreg was informed by the vehicle's previous seller that it "had sustained damage of some sort, but it was not known to what extent, where or when such damage occurred." This admission of "damage of some sort" is grossly inadequate and misleading, especially when compared to the severe structural damage later identified by the official ******* *********** This damage was so significant that ******* deemed the vehicle unsafe for operation and voided the manufacturer's warranty.
  The Carfax report HGreg provided, dated January 4, 2025, indicated only "minor damage." Presenting this alongside such a vague written disclosure and strong verbal assurances of "minor cosmetic damage" constitutes a serious misrepresentation of the vehicle's true condition and safety. As a professional dealership, HGreg is expected to inspect its vehicles thoroughly and cannot claim ignorance regarding the extent of damages that fundamentally affect a vehicle's safety and structural integrity.
  Secondly, a representative from HGreg recently contacted me and incorrectly stated that I had a "week to inspect" or return the vehicle. This is false. A careful review of all sales documents, including the "Buyer's Order" and the "Retail Installment Sale Contract" (both dated January 6, 2025), reveals no provision granting me, the buyer, any such inspection period or right to return the vehicle based on its condition. In fact, a "Disclosure" document I signed on January 6, 2025, explicitly states: "I understand that there is no cooling off period under Florida Law." The "Conditional Delivery Agreement" mentioned a 7-day period, but this was for the dealer's benefit if financing could not be arranged, not for me to return the car due to its condition. This attempt by HGreg's representative to suggest otherwise is further evidence of their misleading tactics.
  Thirdly, HGreg's reliance on the "AS-IS" clause is not a valid defense in this situation. Florida law, including the Florida Deceptive and Unfair Trade Practices Act (FDUTPA), does not permit an "AS-IS" clause to shield a seller from liability for fraudulent misrepresentation, deceptive practices, or the failure to disclose known, latent material defects that render a vehicle unsafe, particularly when directly contrary verbal and written representations were made.
  The defects discovered were severe: significant structural damage, an improperly installed non-original windshield causing critical safety system failures (including the front camera), and related suspension and rear camera issues. These problems were hidden, not discoverable by a typical inspection, and directly contradict HGregs portrayal of the vehicle. It took an authorized ******* dealership approximately two and a half months of extensive diagnostics to uncover the full extent of these hidden problems, which began to manifest within just three days of my purchasing the car.
  The "ALPHA WARRANTY ************ contract I purchased for $1800 also excludes "PRE-EXISTING CONDITIONS." Notably, this contract includes an acknowledgment that "at the time of signing this CONTRACT, the seller has inspected the VEHICLE and that it is in good working order." These points are now deeply problematic for HGreg, given the subsequent findings by *******.
  To summarize the timeline: On January 6, 2025, I purchased the vehicle based on representations of "minor cosmetic damage" and a vague written "damage disclosure." By January 9, 2025, within three days, critical malfunctions, including an inoperable front camera and severe suspension noise, became apparent. On January 13, 2025, I took the vehicle to an authorized ******* *********** From January 13 to late March 2025, the vehicle underwent extensive diagnostics by *******. The ******* ********** was that the vehicle has severe, undisclosed pre-existing structural damage; a non-original windshield causing camera and safety system failure; and rear camera/suspension failures linked to this structural damage. ********************* officially deemed the vehicle UNSAFE FOR OPERATION and VOIDED the remaining manufacturer warranty due to these prior undisclosed conditions.
  Given HGregs clear pattern of misrepresentation, deceptive disclosures, and the sale of an officially unsafe vehicle, I reiterate my reasonable demands for resolution.
  First, HGreg must, at its sole expense, ensure the vehicle is fully repaired by an authorized ******* facility to a verifiably safe, operational, and warrantable condition, meeting all manufacturer specifications. This must include rectifying all structural damage and replacing the non-original windshield with an OEM ******* ***** ensuring all safety systems are fully functional.
  Second, during the entire period required for comprehensive repairs, HGreg must provide me with a comparable loaner vehicle.
  Third, if repair to a verifiably safe and fully functional condition, with a reinstated or equivalent warranty, is not feasible, I demand a full refund of the purchase price, including all taxes, fees, and costs of ancillary products (totaling $43,517.29 as per the Buyer's Order), or replacement with a different vehicle of genuinely comparable year, model, features, and verified safe condition.
  The contractual documents, when compared with HGreg's verbal assurances, their representatives subsequent false claims, and the definitive independent report from *******, clearly demonstrate deceptive and unfair trade practices. I was not sold a vehicle "AS IS" with disclosed faults; I was sold a misrepresented, unsafe vehicle under false pretenses.
  I urge the Better Business Bureau to hold HGreg accountable for these actions. I am also exploring all other available remedies, including filing formal complaints with the ********************************* and the *************************
  Thank you for your time and attention to this serious matter.

  Business Response

  Date: 05/14/2025

  Customer purchased vehicle AS-IS 

  Customer Answer

  Date: 05/20/2025

  Dear Better Business Bureau, and to the attention of Lynedra G.,
  I am in receipt of HGreg Auto West Palm Beach Inc.'s ("HGreg") dismissive one-sentence response ("Customer purchased vehicle AS-IS") to my detailed complaint (ID *********. This response is not only wholly inadequate but also demonstrably contemptuous of the serious nature of my claims and the extensive evidence already provided, including contractual documents and official findings from ******* **************
  HGreg's attempt to hide behind a simplistic "AS-IS" defense is a clear evasion of their responsibilities and a willful disregard for Florida consumer protection laws. While the sales contract does contain an "AS-IS" clause, it is crucial to understand that such a clause does not, under Florida law, shield a seller from liability for fraudulent misrepresentation, deceptive and unfair trade practices, or the failure to disclose known, latent material defects, particularly those that render a vehicle unsafe for operation.
  My complaint is not merely about a used vehicle having issues; it is about HGreg's active misrepresentation of the vehicle's condition at the point of sale and their failure to disclose critical information regarding severe pre-existing structural damage.
  Regarding the legal framework and HGreg's violations, the Florida Deceptive and Unfair Trade Practices Act (FDUTPA), Chapter 501, Part II, Florida Statutes, explicitly prohibits "unfair or deceptive acts or practices in the conduct of any trade or commerce." HGreg's verbal assurances that the 2021 ******* GV80 (VIN: *****************) had only "minor cosmetic damage," while possessing (or being in a position to know through reasonable dealer inspection of) information about "damage of some sort... not known to what extent" (as per their own vague "Damage Disclosure Statement"), which ultimately proved to be severe structural damage making the vehicle unsafe, constitutes a deceptive act. Providing a Carfax report indicating "minor damage" while failing to adequately disclose the potential for or actual existence of more severe underlying issues, especially when combined with misleading verbal statements, is a deceptive practice under FDUTPA.
  Furthermore, concerning common law fraudulent misrepresentation and concealment, HGreg misrepresented the vehicle's condition and failed to disclose material facts to induce me into purchasing the vehicle. The statement "minor cosmetic damage" was a false statement of material fact. The "Damage Disclosure Statement" provided by HGreg was so vague ("damage of some sort, but it was not known to what extent") as to be misleading and effectively a concealment of the true potential risks, especially when contrasted with the subsequent findings by ******* that the vehicle was "UNSAFE FOR OPERATION" due to severe prior structural damage. A professional dealer cannot feign complete ignorance about the condition of their inventory, especially concerning structural integrity. My reliance on these misrepresentations and omissions was reasonable and directly led to my damages.
  Florida courts have repeatedly affirmed that an "AS-IS" clause does not bar claims based on fraud or intentional misrepresentation. The purpose of "AS-IS" is to negate warranties, not to give sellers a license to deceive buyers about material facts, especially concerning safety. HGreg's attempt to use "AS-IS" as a complete shield in this instance is a misapplication of the law.
  Their one-sentence response through the BBB further demonstrates a pattern of dismissiveness and an unwillingness to address the core issues. They ignore the official findings from ******* ************* declaring the vehicle unsafe. They ignore their own vague "Damage Disclosure Statement" which, while insufficient, acknowledged some pre-existing damage beyond simple "AS-IS." They ignore the fact that their verbal representations starkly contrasted with the vehicle's actual, dangerous condition. They ignore the fact that critical safety systems failed within three days of purchase due to these undisclosed, pre-existing conditions.
  HGreg's perfunctory response does nothing to resolve this critical situation. We are not dealing with a mere mechanical failure of a used car; we are dealing with a vehicle sold under false pretenses that has been officially deemed unsafe by its own manufacturer due to HGregs failure to disclose its true history and condition.
  Therefore, our demands remain unchanged. First, HGreg must, at its sole expense, ensure the vehicle is fully repaired by an authorized ******* facility to a verifiably safe, operational, and warrantable condition. Second, HGreg must provide a comparable loaner vehicle during the entire repair period. Third, if such repairs are not feasible, HGreg must provide a full refund of the purchase price, $43,517.29, or replacement with a safe, comparable vehicle.
  This dismissive response from HGreg is unacceptable. We urge the Better Business Bureau to recognize HGreg's failure to engage meaningfully with this complaint. Be advised that in addition to pursuing this through the BBB, I am actively proceeding with formal complaints to the ********************************* ******************************* the ******************************************************* (*************************), and the ************************ (***).
  HGreg's actions demonstrate a profound lack of accountability and a disregard for consumer rights and safety. We expect a substantive and actionable response from HGreg that addresses the dangerous vehicle they sold and the deceptive manner in which they conducted the sale. An "AS-IS" disclaimer is not a shield for fraud or for endangering consumers.
  We expect the BBB to facilitate a resolution that ensures HGreg upholds its ethical and legal obligations.
  

  Customer Answer

  Date: 05/28/2025

  Dear Better Business Bureau, and to the attention of Lynedra G.,
  I hope this message finds you well.
  I am writing to respectfully follow up on my complaint, ID ********, regarding HGreg ************************************* **** I submitted my detailed response to HGreg's statement through your portal on or around May 20, 2025, further outlining the serious issues concerning the 2021 ******* GV80 that I purchased.
  I understand that processing complaints and facilitating communication takes time. I would be very grateful if you could let me know the current status of my case and what the anticipated next steps might be in the BBB's resolution process.
  I remain hopeful that the BBB can assist in reaching a fair resolution with HGreg, and I am, of course, ready to provide any additional information should it be required.
  Thank you for your time and continued assistance with this matter.

  Customer Answer

  Date: 05/29/2025

  Dear Lynedra G.,
  Thank you for relaying HGreg's message. Their continued insistence on an "AS-IS" defense, especially with the dismissive and inappropriate "Enjoy your day and remain safe" remark, is outrageous considering they sold me a vehicle officially deemed unsafe by its manufacturer due to pre-existing, undisclosed structural defects.
  This is not a simple "AS-IS" matter; it is a clear case of misrepresentation and deceptive practices by HGreg. Their response is unacceptable, and I will be pursuing all available legal and regulatory remedies to hold them accountable for selling a fraudulent and dangerous vehicle.
  I trust the BBB will accurately record HGreg's refusal to address these serious safety concerns and their deceptive conduct.

  Business Response

  Date: 05/29/2025

  Customer was fully aware buying vehicle AS-IS and had the opportunity to get it inspected by a 3rd party prior to purchasing it

   

  Customer Answer

  Date: 06/06/2025

  To Whom It May Concern:
  HGregs latest response that I was fully aware and had the opportunity to inspect the vehicle is a disingenuous attempt to shift blame and completely ignores the core of this complaint: fraudulent misrepresentation.
  The Opportunity to Inspect Was Undermined by Deception. Why would any reasonable consumer pay for an expensive, invasive third-party inspection for structural damage when HGregs sales staff was actively and verbally assuring me that the vehicle had only minor cosmetic damage? Their active misrepresentation created a false sense of security, making the offer to inspect meaningless. This is a textbook case of fraudulent inducement.
  Your Own Contracts Confirm the Finality of the Sale. Your attempt to shift the burden of discovery is contradicted by your own paperwork. The Disclosure document I signed on January 6, 2025, explicitly states on page 10: I understand that there is no cooling off period under Florida Law. This confirms the sale was final and irreversible at the moment of purchase, making the truthfulness of the information you provided beforehand absolutely critical. I relied on the false information you provided to make a final decision.
  AS-IS Is Not a Shield for Fraud. Let me be perfectly clear: the AS-IS clause does not protect a licensed dealer from selling a dangerously defective vehicle under false pretenses. This is a violation of the Florida Deceptive and Unfair Trade Practices Act (FDUTPA). You sold a vehicle with severe, undisclosed pre-existing structural damage while representing it as having minor issues.
  You have consistently ignored the undisputed facts that you refuse to address:
  Your Damage Disclosure Statement (page 8 of Dealer Docs) admits you knew of damage of some sort but vaguely claimed not to know the extent, which is a negligent and insufficient disclosure for a professional dealer.
  The vehicles own manufacturer, ******** has officially declared it UNSAFE FOR OPERATION due to this pre-existing damage.
  The manufacturers warranty has been VOIDED specifically because of the issues you failed to properly disclose.
  Your position is unacceptable. Stop hiding behind deflections. Address the fact that you sold me an unsafe, misrepresented vehicle. I expect a real resolution, not more excuses.
  
  

  Business Response

  Date: 06/09/2025

  In response to this complaint I would like to see the document that you claim ******* deemed this vehicle unsafe on the road.  Please forward to me at *******************************

  Customer Answer

  Date: 06/09/2025

  Dear ******,
  In response to your request for documentation, please find the attached official service reports from the authorized ******* ***************** ensure there is no misunderstanding of the severity of this situation, I will point you directly to the key findings documented by the manufacturer.
  In the attached file GV80_Suspension_Safety_Record_07Apr25.pdf, the ******* technician officially states: "VEHICLE HAS BEEN IN A MAJOR ACCIDENT". The report also states the vehicle is a "VEHICLE IS A SAFETY CONCERN TO DRIVE" and confirms that ******** MOTORS OF AMERICA HAS DECLINED ALL REPAIRS DUE TO PRIOR ACCIDENT".
  Furthermore, in the document GV80_FrontCamera_ShockRepair_03-17-2025.pdf, the report confirms improper, undisclosed repairs affecting safety systems, stating: "FOUND WINDSHIELD TO BE AFTERMARKET... CAUSING THE CAMERA NOT TO CALIBRATE".
  These are not opinions; they are the documented facts from the vehicle's manufacturer. This evidence irrefutably proves that HGreg sold me an unsafe vehicle with an undisclosed major accident history under the false pretense of it having only "minor cosmetic damage." This constitutes fraudulent misrepresentation and is a clear violation of the Florida Deceptive and Unfair Trade Practices Act, rendering your "AS-IS" defense irrelevant.
  Based on this, I have every right to demand a full and immediate rescission of the contract.
  However, in the interest of resolving this matter efficiently and avoiding protracted legal action, I am prepared to consider an alternative solution: a vehicle swap. This is a practical path forward, but it will be on the following strict, non-negotiable terms.
  First, you will provide a replacement ******* GV80, year 2021 or newer, in a comparable or superior trim level, with a verifiable clean history and no prior accidents. Second, before I accept any replacement, I will conduct a comprehensive pre-purchase inspection at an official ******* dealership of my choosing, which will be paid for in full by HGreg. Third, the swap will be performed at zero cost to me, with HGreg being responsible for all taxes, title, and registration fees associated with the new vehicle. Fourth, you will coordinate directly with my lender to ensure a seamless transfer of my existing loan to the new vehicle without any changes to its terms. Finally, any discussion of a mileage charge on the current vehicle is unacceptable, as the miles driven were a direct consequence of your initial fraudulent sale.
  This is your opportunity to rectify the sale of a dangerously misrepresented vehicle and to avoid the significant legal and financial consequences of a formal lawsuit, which would seek not only a full refund but also punitive damages and attorney's fees under FDUTPA.
  Please review the attached evidence and inform me within 48 hours if you agree to proceed with a vehicle swap under these terms. If you do not agree, I will retain legal counsel immediately and proceed accordingly.
  Sincerely,
  ****** Kazalinskii

  Business Response

  Date: 06/16/2025

  In response to this complaint  on Feb 14 a check for ******** was sent to the bank financing the vehicle for cancellation of Alpha warranty, deposit protection and gap. When  a customer finances the vehicle the bank has to get any money from cancellation of warranties and products.  In addition customer was fully aware buying vehicle AS-IS and also signed a disclosure stating the vehicle could have prior damages and also signed another disclosure stating they had the right to get the car inspected by a 3rd party prior to purchasing.  Upon request we can send the customer copies of documents customer signed

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  *** purchased a vehicle on March ******* for $3,300. Three days later I began to have problems. I first noticed the car didnt come with a spare tire so I was credited $300 to buy one. The air conditioner was blowing heat at 70 degrees, the alignment was never done and the car goes to the right when driving also the brakes were making loud noises. Ive been to 4 different mechanics sent by hgreg and the problem with the air is still not resolved. The brakes were checked and I am now being sent to another mechanic shop for the alignment which I still havent been able to get to because its constantly being returned to the guy thats working on the **** They will not allow me to get another vehicle nor will they credit me for dealing with this issue. All hgreg is saying is they cant give me another car. Now my first payment is due soon and I havent had the vehicle the whole month since its always at the mechanic shops for weeks.

  Customer Answer

  Date: 05/13/2025

  Hello. I have spoken with the General Manager and I have gotten everything resolved with this matter. Thank you.

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have purchased a vehicle from Hgreg ************************************. you just over 2 weeks ago and in that short time period. I have had to replace a battery because the vehicle would not start the day after purchased. The vehicle continues to stall out and seems like there are electrical. Issues. This was not told to me at the time. I am keeping track of these problems I have already spent a total of 1200 dollars and issues continue the vehicle I purchased a 2018 Mini ****** this vehicle has had problems starting the second day after purchase. Aside from that I was told that the *************** had to be charged to me a total of $1500 because batteries are replaced and tires are replaced. I have had a tire with a leak from the day we purchased the vehicle and the battery was an older die hard battery that was installed. I purchased this vehicle because I felt it was a good brand with low mileage and it has been nothing but problematic. Tires are all dry rotted and scalloped as if there are other underlying issues. I will continue to bring this to a mechanic and hope that some one reaches out to me. As is, does not mean that you sell me a vehicle that already has problems we were shown the carfax and another report nothing major was stated in the reports. I will continue to document all of my issues and hope to hear from someone soon. I plan on seeking legal help as this was not told to us. As I am writing this email today Saturday March 22nd the vehicle again would not start. While driving lights kept flashing on and off and vehicle continued to shut down. There is a major electrical issue going on and I plan on bringing it to my mechanic again on Monday. When my mechanic took the vehicle in for initial testing there were several over voltage and under voltage codes that had been sent to the system. You are responsible for checking that the vehicle has an inspection before it goes out the door. I prefer all communication be sent via email.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 November 7, 2024 I purchased a used vehicle from Hgreg at ******************************** location. I financed the vehicle through Ally. I was working with a gentleman named ***** ***** to finalize all the paperwork, at the end of which I realized i had to pay $5000 more than my agreed price, due to some extra vehicle protection plans. I realized this only once they posted all the charges to my Ally auto account. So I called ***** and I asked what's going on and if I can cancel these. He says I can. He sent me the form to fill out, which I signed and returned on 11/13/2024. After I followed up with him in December, he stated that it was approved and I should see my refund in 6-8 weeks. Right now it's the end of February, so 10+ weeks went by and I still haven't seen my refund. I need the protection plans by Magnishield and Ally Premier Protection canceled as soon as possible and refunds posted to my account in the amount of $5,387.00 which was the cost of the premium for these services that I never needed.

  Business Response

  Date: 03/17/2025

  In response  refunds take a while.  Here is a copy of the refunds.  All refunds go to the finance company since customer owes money to finance company

   

   

  Customer Answer

  Date: 03/17/2025

  Hello,

   

  ***** ******* with Hgreg was able to resolve this issue by issuing a check for the amount I was looking for to the lender and it has been posted to my account.

   

  The issue is now resolved. Thank you so much to BBB and Illana.

• Initial Complaint

  Date:02/07/2025

  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.

  It was kept from me that my car was in a previous accident, they pushed the carfax which showed no accidents reported but come to find out on the autocheck it was in an accident. I got the car transported from ******* and their manager at that location specifically told me they're required in their store at least to provide autocheck so Im like ****... I didnt even get an opportunity to make an conscious decision to go through with the sale or not that's been in an accident. I would of said no if i knew Or I could of at least negotiated a lower price!It gets worst! The manager ***** told me the rubber piece of my window that was messed up was covered under warranty. I go to get it fixed to be told it wasnt under warranty! I have a whole video of the service crew pointing out additional cosmetic issues as well.I confronted him about it and he tells me he never told me that and I'm like the whole reason I went in the 1st place was because you told me smh. I just wanted to get 1 of my dream cars and feel it was worth it. I now have negative equity for a car i didn't need in the 1st place, i have a paid off car.They even kept mixing up choice of words Telling me I can "return" or exchange the car in 5 days or 500 miles to later tell me it's only an exchange! So regardless if I came back the next day and didn't want the car i was stuck with it because I couldn't return it and they didn't have another car for me to exchange it for. Almost every dealer I visited to get an appraisal for my car pretty much told me they did me dirty & I should return it. There's no accountability. I haven't had the car for a month yet. I've been stressing to find a way out this situation. I want the car just not this one! What ***** is this will be considered a he say she say situation. I'm tired of different people telling me what they did was messed up or unlawful. Lastly, ***** sent $100 to clean rust off my rims i brougnt to his attention that cost $300- $400. This is ridiculous.

  Business Response

  Date: 02/19/2025

  In response to this complaint   customer signed documents stating vehicle might have had accident and structure damage, damage disclosure statement, and had the right to get the vehicle inspected prior to the sale

• Initial Complaint

  Date:10/24/2024

  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.

  I found a car online I wanted to buy. The dealership is 277 miles away from me. I call the dealership many times to get the total price of the car and to make sure I agreed to the deal before I made the journey to buy it. I was told the dealer fee, tax, tag, and title were the only additional to the purchase price. I took a whole day off of work, took a 7 hour train ride to go purchase the car. Once I get there, they have added a protection plan for $1495. This is not a maintenance plan but a surface shine. They could barely explain it. They said one of their employees must of forgotten to tell me about it. I never agreed or asked for the plan, they would not sell me the car without the plan. I then had to pay for a cab, a hotel and a return train ticket home. Not to mention missing another day of work for another 7 hour train ride.

  Business Response

  Date: 11/11/2024

  In respond to this complaint we truly apologize for the confusion.  All our vehicles have the protection plan applied to the vehicles.  Unfortunately if the  customer would have put a deposit on the vehicle and requested a buyers order prior to coming down it would have been disclosed on the buyers order

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22468007
  
  I am rejecting this response because:

  No one from your dealership ever informed me of an option of putting down a deposit. The multiple people I spoke with all said I had to be physically in the store to purchase the vehicle. The last person I spoke with, I asked them what all the fees would be in order to purchase. He informed me their dealer fee of $1299 (much higher than the state average of $799) and around $800 for tax, tag, and title. Once I traveled 7 hours to get there, the sales manager never mentioned anything about a deposit, he was trying to explain this ridiculous excuse about how there are no phones in the building and a never spoke with someone from that store. Even though I was texting my sales *** just 20 min earlier because he picked me up from the train station. If the "protection plan" is applied to the vehicle then the price should be added to the sticker price and covered under the "as-is" on the sticker. How the h*** can you justify forcing someone to pay for something they didn't ask for? I know, because you're crooks. It's funny, I wrote this complaint weeks ago. Oddly you don't respond until the morning I get an alert on my phone that the vehicle in question has been sold. What a coincidence...

   

  Sincerely,

  
  **** ****

  Business Response

  Date: 11/13/2024

  In respond to this complaint all vehicle have the protection plan installed and customer was offered the opportunity to get the car inspected by a 3rd party prior to coming to the dealership at their expense.  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22468007
  
  I am rejecting this response because:

  First off, no one at your dealership "offered" to let me get a 3rd party inspection. I hired a company to do so before I even came across your dealership. Second, please explain what your protection plan is, because even your sales manager I had the misfortune of dealing with could barely explain it. Sounded more like he was trying to retell a lie someone said to him. Not ONCE did anyone from your organization mention the protection plan to me until I was actually in the store. No one offered any guidance on a 3rd party inspection. When the person I hired to come out and inspect the car, apparently no one mentioned anything to him about the protection plan. if they had, I'm sure it would have shown up in his very detailed report to me which included over 50 photos and a video. Unlike your sales manager who could barely form a sentence to explain your fraudulent protection plan. 

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 sold Hgreg my car and they refused to cut me a check on the day of sale and next day they informed me it would take 5 days I called next day informing them I had a financial crisis and I needed the money today then the the manager answered with an attitude and spoke to me poorly and gave me a choice to get my car back and cancel the sale so I went to the dealership upon arrival it took them half an hour to get my car once a sales man pulled up and parked the vehicle I inspected outside of it and notice many many long scratches on the car I do have before and after pictures I immediately got ahold of the same manager and pointed out the damages he informed me to contact my insurance

• Initial Complaint

  Date:07/06/2024

  Type:Sales and Advertising 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.

  May 25th 2024.Was promised that we was sold a road safe car and that it had been thru alot of testing to make sure it was good to go. We hadn't even made it home the same day and the check engine light was one due to a bad fuel cap. Called Hgreg and they could not see us untill 12 days later. They kept the car for a few days and we got it back and they said it's all fixed. Same day the check engine light came back on again. This time we had to wait another week for them to see the car they kept the car again for multiple days. This time they said that the system they use for parts was down and parts could not bee ordered. They agreed to let us have the car while we waited for parts. Parts came in the following week and we had to wait another week after the parts came in to have the parts installed. After turning the car in they texted us that the wrong parts came in and they had to order the right parts this time they kept the car for days again with promises that the car would be fixed. Picking the car up again hoping the issues are fixed but no. Same they as picking up the car the check engine lights comes back on. Now we have had enough and wants to turn the car in.

  Business Response

  Date: 07/23/2024

  in respond to this complaint customer went to the location where they purchased the vehicle and sat down with the general manger.  Customer is going to take the vehicle to an infiniti dealership for a full diagnostic and bring the results to us at Hgreg to try to correct the issues with the vehicle if possible