Complaints

This profile includes complaints for Herrin-Gear Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Herrin-Gear Automotive Group

  6100 I 55 N Jackson, MS 39211-2642

• 

  Herrin-Gear Automotive Group

  1685 High St Jackson, MS 39202-3522

• 

  Herrin-Gear Automotive Group

  PO Box 14186 Jackson, MS 39236-4186

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:08/06/2023

  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 have attached a letter to this complaint that details my entire experience but to briefly explain what happened I will provide a synopsis here. I brought my vehicle to Herrin Gear Lexus to be serviced. They informed me that the service had been completed. I paid them and left. Upon getting home I realized that the issues that needed to be fixed, i.e. calibration had not been done. I took the vehicle back to herrin gear. They attempted to charge me an additional $1200 for them to complete the calibration they had not done the first time. Their reasoning was that they didn't know they were supposed to do it the first time, which is just not true. Herrin Gear has a pattern of upcharging and overcharging for services. Example. My vehicle was purchased with an agreement that the first 5 service visits would be free. On visit number 4, they simply only checked the oil. When I brought the vehicle back for service number 5, 5,000 miles later, the service rep informed me of $3,000 worth of work that needed to be done. I asked him about the reasoning and necessity and he was adamant that this work needed to be done. I also realized that he was under the impression that I would have to pay for this service. I allowed them to do the work and when it came time to pay I informed him that this was my last comped service visit. He was very upset about his miscalculation. He was attempting to make me pay alot of money for things that were just unnecessary. This pattern of behavior is what I have had to deal with for 6 years. I have witnesses who can attest to these facts.

  Business Response

  Date: 08/30/2023

  We have been in touch with the customer and are working towards a mutual resolution.

• Initial Complaint

  Date:07/15/2023

  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.

  On 6/24/2023 Herrin Gear Lexus Dealership and its employees breached said contract in the following respect:
  1. Used deceptive trade practices to lure me across multiple state lines from Georgia to Mississippi in hope of buying a new car at a 4.9% finance rate.
  2. False advertising of car prices and finance rates by Herrin Gear Lexus Website, Salesperson and both Finance Managers
  3. Falsely advertised finance rate as 4.9%, then claimed that the advertised finance rate was incorrect after I had spent additional money to travel from a different state and making me wait several hours upon arrival to dealership.
  4. Falsely offered me a Free Car Care Service Contract, Free Car Window Tinting and 6 Tanks of Gas as an “apology” for finance rate increase.
  5. Illegally made changes to the terms of the contract without my knowledge
  6. Illegally inflated the total purchase price above the invoice price.
  7. Misrepresenting the total mileage on the vehicle.
  8. Withholding sales contract documents about actual total cost of vehicle, that where never signed personally by myself.
  9. Upon request, failed to provide and withheld actual printed out physical copies of the car purchase sale, instead purposely provided blank forms in order to conceal the changes that they had made to the contract without my knowledge.
  10. Failed to provide 2 Keys and/or KeyFobs for vehicle.
  11. Along with other offenses
  After making several complaints to various Lexus departments, Herrin Gear Lexus Dealership agreed to cancel contract, but insisted the SUV be returned before any contract cancellation form is sent to Lexus Financial Services. Therefore on 7/7/2023, Herrin Gear Lexus Dealership sent 2 employees to picked up the SUV, but they now refuse to submit required Contract Cancellation Form to Lexus Financial Services in order to remove the $60,000+ debt from my name and is demanding that I still pay around $900.00/mo for a vehicle that is in the Dealership's possession.

  Business Response

  Date: 07/17/2023

  We have reached a resolution with this customer.

• Initial Complaint

  Date:03/22/2023

  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 had 9am appt-Herrin-Gear Chevrolet on March 16, 2023 to have my transmission flushed as a routine maintenance. My service advisor called me to ask if I was having any problems with my vehicle because he would not want them to make a problem worse. I told him I had not had any problems and it was a manufacturer suggested maintenance. I should have picked my car up immediately! When I called around 3:21pm, he said they had just finished (From a 9am appt!) When I drove away I noticed one thing and called back immediately regarding it. I drove the car to where I was staying. It stayed parked from Thursday evening until Saturday. I went to the store & came back. Sunday, March 19, I headed home (out of state). About half way home, my car started acting crazy! The accelerator would only go so far, it could not determine which gear I was in, I had to pull over because the car stopped accelerating, etc. I finally made it home after pulling over at least 5 times to let the car reset between 8pm & 1:30am on a Sunday. Monday, I went to the Chevrolet dealer near my house. (TX). They stated someone messed with my battery and left the negative wire unscrewed and one other issue. Then, I was told my transmission had severe internal damage, a sticky valve, metal pieces in my transmission fluid, and the fluid level was 1.5 qts low! I'm livid! I go to a Chevrolet dealer for service and I get ripped off! $402 for a new battery because it failed to charge at the dealer and they stated I need a new transmission! I have never had any issues with my car. I have only gone to Chevrolet dealers for oil changes and suggested maintenance! Herrin-Gear has NOT returned my call. I called 3/21 and was told I would be contacted on 3/22. I called 3pm on 3/22 & was told the manager was busy in a mtg. I was also told that because my car has 91k miles on it, it had to be something already going on with it! He wanted me to bring it back to the place that screwed me over. I can't work without a car!

  Business Response

  Date: 03/30/2023

  We apologize for any inconvenience.  The transmission flush carries a warranty for incidences such as what you are experiencing.  Please provide the servicing Chevrolet dealer that your vehicle is at, and we will get the information to provide to the warranty company.  

  Customer Answer

  Date: 04/03/2023

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because: ***** did not include any contact information in his response to resolve this issue. He failed to list an email or phone number so he could promptly be reached. I am working with Lone Star Chevrolet- **** ********- 1-866-********.  I have been without a car from March 20 through March 29th. I was unable to work. Until Frank's response, NOBODY has called or contacted me. This could have been resolved weeks ago. 

  
  
  

  Regards,

  
  

  ******** *******

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 04/03/2023

  We will be reaching out to the dealership that has your vehicle tomorrow.  We will talk with the personnel there and see what can and needs to happen next.

  In the meantime, you may reach out to me at ************************** or 601*********

  Thank you!

   

  Customer Answer

  Date: 04/06/2023

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because: ***** has not made contact with **** as he stated he would. I have emailed ***** with ****’s direct line. **** has reached out to ***** and left a message. Different week same crap and unresponsive Herrin-Gear. I use my car for work. I have not been able to work since March 20th. This situation that Herrin-Gear has placed me in is unacceptable, unethical, unprofessional, and flat out disgusting from a business. 

  
  
  

  Regards,

  
  

  ******** *******

  
  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:03/07/2023

  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.

  On 9/28/2022 I had a speed sensory replaced that cost 3762.15. Transmission fully serviced. Had to bring the car back 3/01/2023 due to transmission jerk. Was informed need to replace the transmission that would cost 7735.58. To replace the transmission and the amount I already paid is 11,497.73. When customers bring there vehicles in to be serviced be honest. If the speed sensory need to be replaced and you know later that transmission issue will occur inform the customer. I was informed the transmission fluid was low. I'm confused if my transmission was fully serviced 09/2022 why was the fluids low. I honestly feel whatever was done 09/2022 cause this issue. ...

  Business Response

  Date: 03/13/2023

   Our Fixed Operations Director, ***** *****, contacted the ******'s. An appointment has been made to look at the vehicle. I will update the case, when we know more. Thank you all for your assistance in helping us resolve this matter. 

• Initial Complaint

  Date:10/24/2022

  Type:Order 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 2022 Lexus 8/25/2022. I cancelled my extended warranty and premium service package within the time frame of 30 days on 9/21/2022. I was informed by Lexus Financial that I would not receive a new contract with the updated info indicating the warranties had been cancelled nor would the payments change. But what I am requesting is an updated letter from Lexus Financial stating that the warranties indeed have been cancelled and that I am not responsible for that amount of $4200 that was included in my current contract. I have been attempting to get this document for all most a month and have been giving the run a round. I called the dealership and was told "they only do the financial part". I called Lexus Financial and was told "they only receive the payments". If Lexus cannot rewrite a new contract then I need something in writing that I am no longer responsible for that amount stated in my current contract.

  Business Response

  Date: 11/10/2022

  I have contacted Lexus Financial Services. There are 2 different, individual product cancellation payments that have been posted to the account of ******* *********. One is for $1885. The other is for $2929. Together the total cancellation refund applied to the loan balance is $4814. I have requested a payment detail record be sent from Lexus Financial Services to ******* *********. If any additional correspondence is needed please feel free to contact me personally at 601.******** or **********@herrin-gear.com. Thanks, ****** ******