Complaints

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

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  Hendrick Automotive Group

  6000 Monroe Rd Charlotte, NC 28212-6119

  
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  Hendrick Honda Woodbridge

  14201 Richmond Hwy Woodbridge, VA 22191

  
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  Dale Earnhardt Jr. Chevrolet

  3127 W Tennessee St Tallahassee, FL 32304

  
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  Dale Earnhardt Jr. Cadillac

  1850 Capital Cir. NE Tallahassee, FL 32308

  
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  Gwinnett Place Honda

  3325 Satellite Blvd Duluth, GA 30096

  

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:09/01/2025

  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.

  On September 1, 2025, I submitted a full credit application with **** Hendrick Dodge Charleston based on the dealerships official advertised price for a truck.The dealerships own website and financing tool listed the price as $25,402 plus fees, for a total purchase price of approximately $27,914. This same price appeared consistently across:The official dealership website listing,The financing breakdown tool,The official confirmation email I received after submitting my application,Internal dealership notes and screenshots I saved.Based on this, I submitted my application in good faith. My personal credit information was processed under the assumption that the advertised price of $25,402 was correct.However, after my application, the dealership informed me by text message that the actual price of the truck is $59,614. They claimed the lower price was a typographical error. This explanation is unacceptable, as the incorrect price was consistently published across multiple official dealership platforms, not just once.I consider this to be false advertising and misrepresentation. The dealership attempted to retract the advertised price only after I had submitted my application, which is unfair and misleading.I am requesting that **** Hendrick Dodge Charleston honor the posted price of $25,402 (plus fees) or provide an equivalent resolution. If not, I will proceed with additional complaints to the *********************************************, the ************************************, and the *************************I have preserved screenshots of the website, financing breakdown, confirmation email, and text message conversation to verify my claim.

  

  Business Response

  Date: 09/02/2025

  We sincerely apologize for the confusion caused by the incorrect vehicle price displayed on our website. The advertised figure of $25,402 was the result of a typographical error in the system. While we understand the customers frustration, our website does include a disclaimer that prices and information are subject to change and correction in the event of errors.
  Importantly, the customers credit was not run or affected by this situation, so there was no impact on their creditworthiness. Once we became aware of the error, we corrected the pricing and immediately notified the customer. In good faith, our team also attempted to offer alternative solutions, including discounted pricing on another vehicle, in an effort to resolve the matter.
  We understand the customers disappointment, but this was an unintentional mistake that was promptly addressed. We regret the inconvenience caused, and we again extend our apologies. However, we are unable to sell the vehicle at the erroneous advertised price.
  Respectfully,

  Customer Answer

  Date: 09/02/2025

   
  I am rejecting this response because:
  Thank you for your message, but I do not agree with the solution provided. The published price was not a simple isolated error: the incorrect amount of $25,402 appeared on multiple parts of your own website. This shows it was not just a typo but a price officially displayed and promoted by your system.
  
  
  In addition, I had already started the application process and shared my personal and credit information based on the advertised price. It is unacceptable that you now claim you will not take responsibility for a price that you yourselves promoted and confirmed on your platform.
  
  
  I also want to emphasize very clearly that I was never offered any kind of discount or alternative on another vehicle, as you state in your response. I have the conversation and proof showing that at no point was I presented with any offer or alternative solution. That statement is completely false and misleading.
  
  
  I understand your mention of a disclaimer, but a disclaimer does not exempt you from the obligation to provide accurate information and to avoid practices that may mislead consumers. As a customer, I acted in good faith based on the information you made available.
  
  
  

  

  Business Response

  Date: 09/04/2025

  We again sincerely apologize for the pricing error that appeared on our website. Once the mistake was identified, it was promptly corrected and removed.
  To clarify, your credit was not run by our dealership, and there is a clear disclaimer on all of our sites noting that pricing errors may occur and that posted prices are subject to correction.
  While we understand your position, there is nothing further that the dealership or Hendrick Automotive Group is willing to do regarding this matter.

  Customer Answer

  Date: 09/04/2025

   
  I am rejecting this response because:
  
  
  The companys response clearly shows a poor attitude and demonstrates that they never had any genuine intention to negotiate, despite the fact that it was their own fault for posting the incorrect price on their website.
  Instead of offering a fair solution, they chose to hide behind a disclaimer, which does not make up for the time, effort, and trust that were negatively impacted as a consumer.

  
  It is unacceptable that a company of this size refuses to take responsibility for errors that directly affect customers and further declines to even explore any reasonable alternative for resolution.
  
  
  
  
  For all of the above reasons, I find the businesss response unsatisfactory and request that the BBB formally record my dissatisfaction with how this matter was handled.
  
  

  
  

• Initial Complaint

  Date:08/29/2025

  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.

  Dear Hendrick Automotive Group Customer Relations Team,I am writing to bring to your attention a disappointing experience I recently had with Hendrick *** Charlotte ********* Pre-Owned, located at *********************************************, regarding the purchase of my 2016 ******* ****** (VIN:*****************) .I chose to purchase my vehicle from Hendrick because of its strong reputation and the many positive reviews I read beforehand. I expected a professional and reliable process. However, I was promised that the agreed-upon repairs, detailing, and a full tank of gas would be completed by Monday, August 25th. Unfortunately, the dealership completely failed to meet this promised timeline, and I was not able to pick up my vehicle until Thursday, August 28tha full four days late.Because of this four-day delay, I had to miss multiple important out-of-state commitments, including two doctors appointments for which I lost deposits totaling over $500, as well as hotel reservations where I incurred cancellation fees. On top of that, I also missed four full days of work. These were significant disruptions and financial losses for something that was not my fault.When I raised these concerns with the dealership, the dealer had no reply and simply said they could not do anything. What was most disappointing is that the situation was not acknowledged in a professional manner, nor was there even a sincere apology for the disruption caused.I respectfully request that corporate review this matter and consider providing an appropriate resolution to reflect the inconvenience and losses I experienced.Thank you for your time and attention. I look forward to your response.

  

  Business Response

  Date: 09/02/2025

  Sales Interaction Report Customer: *** ****
  Date: 08/21/2025 Time: ~6:30 PM

  Customer *** **** and his son arrived at our dealership to view a ******* ****** recently traded in from the Hendrick Motorsports side. During the initial greeting at the front reception area, it became apparent that there was a language barrier. I made a clear and intentional effort to ensure they understood that the vehicle was available on-site but had not yet been detailed or fully serviced, and that some shop work was still pending. Both Mr. **** and his son responded affirmatively, and I asked them to wait at my desk while I retrieved the vehicle from the reconditioning shop.

  I parked the ****** directly behind **** desk outside the Pre-Owned building. Mr. **** and his son soon came outside and began a thorough inspection of the vehiclechecking the tires, opening the hood, and sitting inside. This was standard behavior for evaluating a pre-owned vehicle.

  We proceeded on our standard test drive route and returned at approximately 7:00 PM. After the drive, Mr. ***** son used an OBD scanner to check the vehicle and displayed two diagnostic codes:

  • P0139 ***************************************** 1 Sensor 2)
  • P0420 ************************************************ 1)

  I clearly advised him that the car was still undergoing reconditioning and shop work.

  At around 7:15 PM, I retrieved a quote sheet and the full inspection report to review with them. I carefully explained the services being completed prior to delivery, since the car could not be taken home in its current state. They expressed concern over some thumbs down notations on the report (cabin filter, air filter, rubber grommet). After confirming with ***, I explained that as a Hendrick Affordable vehicle, those items were not required to pass inspection.

  We engaged in standard price negotiations. Outside, they identified two items needing attention:

  • Rear-view mirror slightly loose (we agreed it would be tightened before ***************
  • Side-view mirrors not adjusting due to actuator failure (I agreed these would be repaired as they are basic ****************

  During this time, Mr. ***** son attempted to shake hands on a price we had already declined multiple times. I reiterated our position and explained that we had already agreed to complete all inspection items, tighten the rear-view mirror, and repair the side-view mirrors.

  Ultimately, *** finalized the deal at $10,200, inclusive of:

  • All inspection report *************
  • Rear-view mirror **************
  • Side-view mirror actuator *************

  They completed paperwork with Finance (**** **********) and were advised the car would be ready the following Wednesday, though they chose Thursday for pickup.

  Preparation Timeline:

  • Friday: All required parts ************
  • Monday: Majority of work **************
  • Tuesday: Shop work **************
  • Wednesday: Vehicle entered ***********
  • Thursday: Vehicle ready for ***********

  Delivery ************************** and his son conducted another full inspection. They claimed a crack in the bumper and a chip in the windshield were new, but both were pictured in the original listing. They also questioned the availability of a second key. I reminded them that I had previously stated the vehicle only came with one key, but I would check for a second. No promise of a second key was ever made.

  Throughout the process, they repeatedly requested additional items or free services beyond the agreed terms. Each time, I declined in order to avoid confusion, since the deal already included a significant amount of work and concessions.

  At every stage, I was deliberate and clear in explaining what work was being done, what was included, and what was not. I confirmed understanding with verbal affirmations and head nods before proceeding.

  It appears much of their dissatisfaction stems from confusion, despite my efforts to communicate transparently and thoroughly. All documentation and references for this interaction are available in the eleads profile ID: ********.

  Please let me know if further detail is needed.

  Thank you.

  **** *****

  Client Care Supervisor

  Customer Answer

  Date: 09/02/2025

   
  I am rejecting this response because:
  Dear Hendrick Customer Relations,
  I am writing to raise a serious concern regarding my experience with Hendrick *** Charlotte ********* Pre-Owned, ************************, where I purchased a 2016 ******* ******.
  At the time of purchase, we were clearly told that the repairs and preparation for the 2016 ******* ****** would be completed by Monday, August 25th, and that the vehicle would be ready for pickup then. This is different from Mr. ****** statement that Monday represented majority of work completed. The car was not actually ready until Thursday, August 28th. This four-day delay forced me to cancel out-of-state commitments, including two doctors appointments where I lost over $500 in deposits, hotel reservations with cancellation fees, and I also missed four full days of work. These disruptions were significant and not my responsibility.
  3) Contract items vs. compensation
  The detailing, full tank of gas, tightening the rear-view mirror, and repairing the side-view mirror actuators were all part of the original purchase agreement. Presenting them as extras is inaccurate; they were contractual obligations, not compensation.
  4) **********************start="1533" data-end="1536"> My son was present throughout specifically to ensure communication was clear. We asked direct questions and received direct answers regarding the promised delivery date. I am more than happy to provide further text messages and other evidences if necessary.
  What is most disappointing is that when I raised these concerns, the dealer said they could not do anything. No acknowledgment, no accountability, and no apology were offered for the disruption.
  I respectfully request that Corporate review this matter carefully and take action to provide a goodwill resolution consistent with Hendricks reputation.
  

  

  Business Response

  Date: 09/03/2025

  When Mr. **** was at our dealership working his vehicle purchase, he had his ****** Camry trade-in available and expressed no concerns about driving it while we completed reconditioning on the *******. While our initial expectation was to have the vehicle ready by Monday, the required parts did not arrive on time. Our sales associate, ****** communicated this delay to Mr. ***** and during those conversations Mr. **** expressed no objection to a short extension. In fact, when offered an earlier date, he requested Thursday for delivery, stating it worked better for his schedule.
  At no point did Mr. **** indicate that this delay created a hardship or prevented him from meeting personal obligations. He had reliable transportation during this time. As is our standard practice, we often offer loaner vehicles when a customer voices concern about driving their trade-in during the reconditioning period, but Mr. **** did not request or indicate any such need.
  When Mr. **** returned to complete delivery, he did not raise any concern about the delay. Instead, the conversation centered around cosmetic items on the vehicle. We reviewed these items during negotiations and clearly outlined which items would be addressed as part of the transaction, with the remaining aspects of the vehicle sold as is. This was emphasized again at the time of delivery. At delivery, his only request was for a second key. We explained that we would reach out to the prior owner to see if it was available, which we later confirmed.
  At no time during his visits or follow-up conversations did Mr. **** mention concerns related to missed work, medical appointments, or other personal hardships. We take all customer feedback seriously and always strive to go above and beyond to help our clients. In this case, however, we believe we met our commitments and communicated appropriately throughout the process.

  Customer Answer

  Date: 09/03/2025

   
  I am rejecting this response because:
  Dear Hendrick Customer Relations,
  Thank you for sharing the dealerships response. I would like to clarify several points.
  The dealership stated I could drive my Camry during the delay. This is not correct. I spoke with both a police officer and a lawyer, and they advised me not to operate the Camry since it was already in the dealerships possession. I could not rely on that vehicle while waiting for the ******.
  The response also claims I did not request a loaner. In reality, the sales person never informed me that loaners were available. I was only told the repairs would be delayed and that nothing could be done. Had I known a loaner was an option, I would have requested one immediately, as I had important out-of-state commitments I could not attend. I am more than happy to provide evidence that no loaner was ever mentioned.
  The dealership also claims I did not raise hardship. That is not true. I raised the issue both in person and over text messages and was told nothing could be done.
  Most importantly, at the time of purchase we were clearly told the 2016 ******* ****** would be completed by Monday, August 25th, and ready for pickup then. This is different from the revised statement that Monday represented majority of work completed. In reality, the vehicle was not ready until Thursday, August 28th. That four-day delay forced me to miss out-of-state commitments, hotel reservations, and several days of work.
  What is most disappointing is that despite this disruption, I received no acknowledgment, resolution, or apology.
  I respectfully ask that Corporate review this matter again with these clarifications. 
  

  

  Business Response

  Date: 09/04/2025

  We acknowledge the customers comments and understand that they feel inconvenienced by the timeline involved in their purchase. However, after reviewing the matter thoroughly, we must reiterate that the dealership and Hendrick Automotive Group have fulfilled all contractual obligations regarding the sale and delivery of the 2016 ******* ******.
  We recognize there may be differing perspectives on the events leading up to delivery; however, the dealership did communicate updates during the process, and the vehicle was delivered as agreed. While the customer has raised concerns about transportation and accommodations during the delay, the dealership was not contractually obligated to provide reimbursement or additional concessions in this situation.
  We regret that the experience did not meet the customers expectations and apologize if any communication was unclear. That said, the dealership and Hendrick Automotive Group consider this matter resolved, and there is no further action we are able to take.

• Initial Complaint

  Date:08/29/2025

  Type:Product 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 service contract from this dealership to have my car repaired when needed and paid $2812 for it on 4/29/2023. I recently had my car refinanced and purchased a new service contract for repair with the bank and I inquired on 7/7/2025 as to how much would I be refunded. I contacted ***** Snopkik since the purchase was made from him. I received an email from ***** on 7/7/2025 asking as to how many miles were still on the car and I responded as being ****** the same day. ***** replied "If I put 45K miles in system it calculates $********". On 7/10/2025, I informed ***** that I have refinance the car and would like to have the service contract cancelled and refunded back to me immediately. I have emailed ***** multiple times afterwards and requested this to be done but have not received any response back from him. I have called the business as well and I am not getting help either. I would like to get the refund amount send to me immediately in the amount of $ ******** since that is what was calculated by the system. Thanks.

  

  Business Response

  Date: 09/03/2025

  We have personally reached out to Mr. ***** and left him a voicemail regarding his cancellation request. The cancellation form has been processed and backdated to July 10, 2025, reflecting ****** miles as requested. The form has been sent to the customer for signature and return.
  Once we receive the signed document, we will promptly forward it to Autoguard and request that a refund check be issued to the customer as quickly as possible.
  We remain committed to ensuring this matter is handled efficiently and will continue to follow up until it is fully resolved.

• Initial Complaint

  Date:08/29/2025

  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.

  Failed to complete electrical job. Only replaced 6in of wire. Needs wiring harness.

  

  Business Response

  Date: 09/02/2025

  This was the first visit for this customer and she came in requesting us to replace the plug for her trailer on the vehicle because her trailer lights were not working.  We told the customer we should diagnose the vehicle first to make sure that this would fix it.  The customer refused diagnosis and wanted us to do what she told us.  During the customer requested repair we found that there were broken wires going to the trailer plug in multiple places.  We repaired the wires as well as good will and tested operation and found the plug is now working.  The customer was upset that we didn't replace the wire harness and only repaired it.  We explained that this would have required her to authorize more for the repair and that we fixed the wires as good will.  Advised the customer we could replace the wire harness but it would be addition money.  
  
  

  Customer Answer

  Date: 09/02/2025

   
  I am rejecting this response because:
  Its inaccurate. I was never offered or told about a diagnostic test. I told ***** ******. That the plug was bad & it needed replacing. There was a short & I did not know how far back it went. Did I need just the plug or the entire wiring harness?? Lost in translation. Any mechanic would test for a short. That is common knowledge. I should be able to talk to the mechanic directly. I also told the counter person at drop off about the short. & needed to disconnect the battery terminal so it would not run down the battery. She said they would jump it. I get a call the next day & told i dont have a trailer plug. I have to tell ***** ****** where it is. I next get a call saying its ready. I asked did it just need a plug or entire wiring harness? She said just a bad ground wire. That it would be thousands of dollars for wiring harness. I get there & the truck will not start. They have to jump it & only half the problem fixed. I told counter lady its not fixed. She said i should not throw parts at it. When i brought it to the dealer for them to fix. Again when an electrical short is present , you test for it. I am told additional 200 for testing. So I take it home. After spending ****** for a ****** quote. 

  

  Business Response

  Date: 09/03/2025

  After reviewing the customers call, it was confirmed that she specifically requested replacement of the connector due to visible corrosion. She also stated that she had already tested the wiring and fuses and confirmed those components were functioning properly.
  Our dealership completed the requested repair and the customer was charged $365.86 for the replacement. While we believe the work performed was consistent with her stated concerns, in the interest of customer satisfaction and to bring this matter to a close, we are willing to refund the full $365.86 as a goodwill resolution.

  Customer Answer

  Date: 09/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/28/2025

  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.

  I believe the Virginia State Inspector a **** Hendricks is part of their upsell scam. I have all my service for the truck I bought from them done there including a service done less than 2 months ago. They tried to upsell me several things like flushes and air filters that they put in my truck less than 2 months ago. All that is scummy since it's not needed and they are represented as though they are, however I under there is nothing illegal on their part there. What I do find illegal is after rejecting 4 separate sales attempts they finally rejected my 2023 truck's inspection that has been serviced only by them for headlights. The headlights are the same headlights that passed with them last time and passed two months prior. I took to another shop and they absolutely nothing is wrong, I firmly believe they were upset they couldn't upsell and that is the only reason the truck failed. They also unplugged my dash cam and cleared footage of my truck driving into the shop leading me to believe ever more they were trying to hide something.

  

  Business Response

  Date: 08/29/2025

  The customer visited for a state inspection. We recommended mileage-based maintenance, including engine and cabin air filter replacement, transmission fluid exchange, fuel induction service, and coolant exchange. A brake fluid exchange was mistakenly recommended, as it was already performed six months ago. Other than that service, we have no record of prior maintenance on this vehicle.
  The vehicle is equipped with aftermarket LED bulbs in factory halogen housings. Per Virginia State Inspection guidelines, this setup does not meet ***** standards. To pass inspection, the headlamp assemblies must be replaced with DOT-certified LED assemblies.
  Regarding the dash cam, our policy prohibits recording inside the shop. It was unplugged per policy, though we should have informed the customer at the time.
  The dealership plans to refund the customer $20 once they speak with them.
   

  Customer Answer

  Date: 08/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/28/2025

  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.

  My Name is **** ****** i took my vehicle to **** ********* chevrelot on june 25 for a simple ******* advisor was a man named (*******) from the first day i thought everything would be smooth since i was bringing it for a simple tire change. i asked (*******) to look at my radio but dont indulge in it to much because i wasnt looking forward to fixing that at the moment i just wanted to know the problem. fast foward a week goes by i received a phone call from (*******) explaining to me that i needed to get my insurance involved and i wouldnt have to pay(due to the fact i had full coverage) and would be a quick and easy process i agreed and we moved forward with the process weeks and weeks go by i dont here from (*******) i would call no answer and over the course of days i was struggling to get in contact with him and i didnt have my vehicle i ended up calling a **** to see why he wasnt answering his calls,and he was standing laughing talking to coworkers while his phone ******** this point in time they have had my car for a month i had received my check from the insurance company and everything was ready to go on my end i would call ******* and the process would continue to take place over the course of these events no answer or call back at this point in my life things are stressful and i cant move around,i never knew the current status on my vehicle and when i did come up there ( *******) would come up with and excuses to why my vehicle is not done so i decided to get the manager involved (Terrik) from the beginning (Terrik) was defensive about them not working on the car he insured me they where working on the car fast forward a week 2-3 weeks go by and i come in everyday at this point and he gives me a different excuse everyday my family members get involved we demanded the car back and we would pay for what they fixed no matter the cost at this point because its going on 2 months as im about to payi step out to view the vehicle only to now it was never touche

  

  Business Response

  Date: 08/29/2025

  As Mr. ****** stated, he asked for the additional items to be checked.  He also contacted his insurance company to get involved with the repairs needed. The customer was informed that he had supplements that had to be filed for his vehicle to be repaired completely. The customer refused to have the second supplement done. I completely agree that it shouldn't have taken as long for the repair but when involved with an insurance company we are at their mercy.  As far as when I got involved, I was not being defensive with the customer; I was simply stating the facts.  I informed the customer that there was no need for the voguer language or outbursts. He apologized and agreed. I also put Mr. ****** in a loaner vehicle while his vehicle was being repaired.  When the customer came to pick the vehicle up, he was not satisfied with the condition of the repairs and felt the vehicle had not been worked on at all. So, I(*******) told the customer that he did not have to pay for his tire, or wheel repair for the inconvenience. 

  Customer Answer

  Date: 08/31/2025

   
  I am rejecting this response because:
  Me and my family was heavily affected by this situation i lost my job because i didnt have a consistent ride to and from work.also i got the loaner car after a month into this process due to the fact i had to go and put my foot down because i was being told lies left and right for a job that takes 6-8 hours and they are charging 250 a hour to do the job.yes i did get my insurance involved but they where already payed by the insurance company and i had the second check ready to go with my deposit and cash in hand.this process spiraled into something larger once lies where being told not only to me but my family aswell the day I demanded my vehicle they demanded me pay 2600  i agreed but first i had to view the vehicle he told me everything was done and fixed i inspected the vehicle only to find nothing was fixed and the amp and fuse box never replaced 

  

  Business Response

  Date: 09/03/2025

  The customer was given a loaner vehicle to assist with the situation as we were waiting and dealing with the insurance company. It is my understanding that the components we were authorized to replace by the insurance company were replaced. The customer was given the remaining balance when he came to pick up the vehicle which was approximately $2600 because his insurance company shorted him $1100. The customer was given his keys without paying any additional fees to us. We took care of the tire and rim repair for the inconvenience.  I agree this situation spiraled into something larger due to improper/miscommunication. 

• Initial Complaint

  Date:08/23/2025

  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 08/09/2025, I purchased a vehicle from ********************. The vehicle was not ready yet, but the dealer wouldn't allow for a deposit or reservation while the vehicle gets work done. Knowing that there was a wheel that needed to be repaired, and paintwork on the bumpers, I figured that it would take maybe 3-5 business days, which I was completely fine with. It has now been 2 weeks and I have not received the vehicle. I have gone in on 2 separate occasions under the impression that the vehicle is ready - but the issue in the sunroof is still present. I wrote to the ** via email on Thursday 08/21/2025 expressing my concerns and identifying how this can be resolved - but I have not received a response, let alone an acknowledgment. I am asking the dealer to cover my costs associated with the vehicle, in addition to a contract modification that would start the used car warranty on delivery date instead of the date that paperwork was signed. This fully implies that the "We Owe" agreement is fully satisfied, and known issues (Sunroof) are taken care of prior to delivery.

  

  Business Response

  Date: 08/26/2025

  We were able to connect with **** & gave him an update and ETA of the repair. We are currently waiting on parts that are due to be here Wednesday 8/27. Client is aware and has my direct contact. I also met with the teammates involved as this could have been avoided had we communicated properly. We apologize for the inconvenience

  Customer Answer

  Date: 08/28/2025

  The GM has gotten in touch with me and was able to clear one of the primary concerns, which allowed the car to be delivered on 08/27/2025. I greatly appreciate how quickly he was able to get the sunroof issue addressed, and took it upon himself to ensure that the vehicle is delivered as soon as possible. I would like to mention that ***, General Manager, identified where problems occurred within the dealer structure, and I believe he is going to address his team so this does not happen to others.

   
  I am rejecting this response because: there are still issues in regards to the "We Owe" Agreement and the 2 extended points mentioned initially. I am in communication with the dealership, as this is on pace to be resolved. Complaint will be closed once issues are completely resolved. 

  

  Business Response

  Date: 08/28/2025

  The customer has direct contact with the dealership and we are working to resolve this. We consider this issue closed

• Initial Complaint

  Date:08/22/2025

  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.

  I am filing a complaint against Hendrick ********* in Columbia, ** regarding the service I received for my 2020 GMC Terrain.OnStar notified me (Service Code SAC005) that my vehicle might have a battery, starter, or connection issue and advised me to schedule service. I brought my Terrain, with only ****** miles, to Hendrick ********* and explained the OnStar notification. The dealership required a $185 diagnostic test and informed me the issue was a failed battery. They quoted me almost $600 for a replacement.The day before, I had an oil change at *** ****** GMC where my battery passed inspection. Despite this, Hendrick insisted they could not complete diagnosis until I purchased a new battery. I declined their replacement but still paid $185 for the diagnostic fee.Shortly after leaving, my car failed completely while driving and had to be towed. The tow truck driver jumpstarted it, but it died again. I purchased a new battery from another business for $290. The installer confirmed my old battery was not bad and offered to return it to me. After the new battery was installed, my car still would not start. I then had it towed to *** ****** GMC for proper diagnosis and have been without my vehicle for several days.Hendrick Chevrolet misdiagnosed my vehicle, recommended an unnecessary battery replacement, and failed to identify the true issue. As a result, I incurred $475 in costs (a $185 diagnostic fee and $290 for a battery that was not needed), and my car still required further service elsewhere.Desired Resolution: I am requesting a full refund of $475, which includes the $185 diagnostic fee and $290 for the unnecessary battery replacement.

  

  Business Response

  Date: 08/25/2025

  The dealership informed her the battery was too low to diagnose the issue and explained that batteries arent checked during oil changes unless theres a concern. She purchased the vehicle from Love, not Hendrick. The dealership offered to install a new battery as the first step, but she chose another company, which did replace it. Afterward, another dealership was able to diagnose the problem. Had she proceeded with the dealership, the battery could have been returned at no charge if it wasnt the issue. Instead, she involved three different facilities, and without a new battery, ****** also could not have diagnosed the problem.

  Customer Answer

  Date: 08/25/2025

   
  I am rejecting this response because:

  I need to correct several inaccuracies in Hendrick Chevrolets response.
  
  
  I did not purchase my vehicle from Love or Hendrick. My 2020 GMC Terrain was purchased from *** ****** GMC.
  
  
  Hendrick told me I had to buy a new battery before they could continue any diagnostic work. I was never told the battery could be refunded if it was not the problem. That option was never offered.
  
  
  The next day, while on my way to purchase a battery, my car broke down twice in the rain, exactly as the OnStar alert had warned might happen if there was a charging or connection issue. The first breakdown happened while I was driving. A tow truck driver jumpstarted my car, but less than half a mile later it failed again. Because I had my child in the car, the police transported us safely to the battery facility.
  
  
  I purchased a new battery at a much lower price than Hendrick quoted. The installer told me my original battery was not bad. Even with the new battery, my car still would not start. This proves the issue was never the battery but another problem draining it, just as OnStar had indicated. My car is now back at *** ****** GMC for service.
  
  
  Hendricks claim that they could not diagnose without a new battery is unreasonable. A proper diagnostic could have been done using a charged battery.
  
  
  When I told *** ****** GMC about Hendricks nearly $600 charge for a diagnostic and battery, their staff said that was unheard of. This confirms Hendricks charges and handling were not in line with normal practice.
  
  
  As a female customer, I felt dismissed and pressured instead of listened to. I provided the ****** notification that clearly showed the issue might involve the starter or a connection, yet Hendrick only focused on selling me a new battery.
  
  
  I paid $185 for a diagnostic that gave me no answers, $290 for a battery I did not need, and my car broke down twice with my child in the car. I am still without a working vehicle
  

  

  Business Response

  Date: 08/26/2025

  Thank you for your follow-up. After reviewing the situation again, the dealership will not be taking any further action. The vehicle was not purchased from us, and a refundable battery was never offered, as that is not an option we provide.
  We explained at the time that the battery needed to be replaced before any diagnostic testing could be performed. Since the vehicle was purchased elsewhere and service was completed by multiple facilities, we are unable to extend any additional assistance in this matter.

  Customer Answer

  Date: 08/26/2025

   
  I am rejecting this response because:I need to clarify Hendrick Chevrolets response. I purchased my 2020 *********** from *** ****** GMC in August 2024. I never said I purchased it from Hendrick or Love. I went to Hendrick only for a diagnostic after receiving an official OnStar email with Service Code SAC005 that instructed me to provide the code so the vehicle could be properly checked.
  I did that. Hendrick charged me $185 but did not provide a correct diagnosis. I was told I had to purchase a new battery before they could continue. At no time was I told the battery could be refunded if it was not the issue. Their statements to the BBB are inconsistent: one implied a refundable option existed, and the next says they never offer that. Both cannot be true.

  
  The next day my vehicle broke down twice in the rain, exactly as the OnStar notice warned might happen if there was a charging or connection issue draining the battery. I purchased a new battery from another facility at a much lower cost than Hendrick quoted. That installer told me my original battery was not bad. Even with the brand new battery, my Terrain would not start, which proves the issue was never the battery.

  
  Hendricks claim that they could not diagnose without a new battery is unreasonable. A proper diagnostic should not depend on forcing the customer to buy a part first. I am out $475 in costs and still had to return my car to *** ****** GMC for repair.

  
  My position remains the same: Hendrick did not provide an accurate diagnosis, their statements are contradictory, and I request a refund of $475 which includes the $185 diagnostic fee and $290 for the unnecessary battery. I have attached the OnStar email with Service Code SAC005, which clearly states the issue could be the battery, starter, or a connection. As a female customer, I also felt dismissed and pressured instead of being heard.

  
  

• Initial Complaint

  Date:08/21/2025

  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.

  i had a appointment for a oil change on 8/2/25 at 3:20pm at the dealership, I got there around 3:15pm waited for the service to be completed on my car. I noticed that customers were coming in after me and leaving before me. I went to the service desk and inquired about my car and the service advisor said that he tried to reach me. I was the only customer in the waiting area left but when i arrived at the dealership the waiting area was full with about ******************************************* my car was ready. I waited over 2 hours for a 45 min oil change. I called *********** when I got in the car and an agent answered the phone and ask for my name and without asking me what I needed help with transferred me to a survery, I tried to call right back and got a message that they were closed. I called the next day and spoke to someone about my experience at the dealership and customer care gave me a case number to refer to BEC ************ and that someone from the dealership would call me in about a couple days. I called ****** care back in about a week to find out the status of my claim because I hadn't heard from the dealership and was told that the person handling my claim was out of the office and would give me a call back in about 24 hrs. It's been 2 weeks and i still haven't heard anything.

  

  Business Response

  Date: 08/26/2025

  *********** has reviewed this concern with the advisor and leadership team. We acknowledge that the service appointment took longer than usual, and the customer was informed upfront that the service center was running behind schedule that day.
  It is important to note that our records show that the dealership has already provided significant goodwill assistance exceeding the amount the customer has spent over the course of 40 visits. 
   
  Given this history, we will not be providing any further accommodations.

  Customer Answer

  Date: 08/26/2025

   
  I am rejecting this response because:

  I was failed to be notified that my car was ready and only because I was the last customer in the dealership was when I asked what was the update on my car. My car was ready in about 45 mins but I didn't get it until over 2 hours when I asked. The employees saw that I was sitting there and not one of them asked me my name or even helped me. This is unacceptable. I question the 40 visits? Most of them were about my fuel door that still won't open!!

  
  

  

  Business Response

  Date: 08/26/2025

  We apologize for the wait time. After reviewing the numerous accommodations already provided, there is nothing further that Hendrick Automotive Group, ************ or ****** Merriam will be offering.

  Customer Answer

  Date: 08/26/2025

   
  I am rejecting this response because:

  Numerous Accommodations? I have a fuel door that still doesn't work. I will reach out to call for action for help. I bought 2 *****'s from this dealership and been a faithful customer and this is the thanks I get?

  
  

• Initial Complaint

  Date:08/21/2025

  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.

  I purchased a ************************* Contract through Hendrick Autoguard (California License # ******** for my 2019 *** X5. On 8/12/2025, I brought the vehicle to a *** repair facility due to a drivability issue (juddering) suspected to be related to the transfer case. The vehicle is no longer under factory warranty, so all coverage falls under the Hendrick Autoguard extended *********** part of **** technical service bulletin, a transfer case fluid exchange is required as a diagnostic step before further repair can be authorized. Hendrick Autoguard denied my claim, citing that fluid exchanges are excluded as routine maintenance. However, this fluid exchange is not part of the *** maintenance schedule, and was not initiated as maintenance it was required by *** to determine whether a covered mechanical component (the transfer case) needs repair or replacement.I appealed this denial and requested an exception be made, but was told by customer care and the claims department that there is no flexibility, despite the fact that:- The fluid change was mandated by *** for diagnostic purposes, not elective service. - The transfer case fluid is not listed as a scheduled maintenance item in any *** documentation.- The failure is a known issue on this model and generation.I feel the denial contradicts the spirit of the extended warranty contract, which is supposed to cover major mechanical failures and related diagnostic procedures. I believe this is a misapplication of the "maintenance exclusion" and a tactic to avoid covering what should be a legitimate, covered issue. Formal complaints sent to ***** ****** General Manager for help were ignored.Desired Resolution:I am requesting Hendrick Autoguard to approve an exception to reimburse the cost of the transfer case fluid exchange $1,270 USD, as it was required by the manufacturer in diagnosing a covered mechanical issue.

  

  Business Response

  Date: 08/21/2025

  Our ************* Team and our ***************** have spoken with this customer and per their Autoguard contract, fluid flushes are not covered under the policy. There is nothing further that Autoguard or Hendrick Automotive Group can do regarding this issue. 

  Customer Answer

  Date: 08/22/2025

  To the Better Business Bureau,
  Hendrick Autoguards response repeats a standard exclusion for fluid flushes, but fails to address the context of my complaint.
  I brought my vehicle (2019 *** X5) to ******** *** (**********, **) for a juddering issue, not routine maintenance. *** requires a transfer case fluid exchange and 125-mile test drive before any repair can be approved. This requirement creates a procedural blocker: unless I pay out of pocket for the fluid flush, no diagnostic or covered repair can proceed.
  The transfer case fluid is not part of ***s maintenance schedule, indicating it is not a customer service item but part of a diagnostic procedure. Applying a maintenance exclusion here is inconsistent with the warrantys purpose.
  I respectfully requested an exception based on diagnostic necessitynot routine service. Hendrick Autoguard refused to evaluate this in good faith.
  Furthermore:
  East Bay *** is part of Hendrick Automotive Group, as is Hendrick Autoguard.
  Hendricks dealerships submit and process claims internally.
  This relationship raises concerns about transparency and conflict of interest in warranty denial decisions.
  The *** bulletin has the practical effect of shifting diagnostic costs to the consumer before a defect can be assessed, which raises fairness concerns.
  As a result, I request this complaint be marked unresolved, and I intend to escalate to the ***************************************;and other agencies for further review.