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

  
• 

  Dale Earnhardt Jr. Buick GMC Cadillac

  1850 Capital Cir NE Tallahassee, FL 32308

  
• 

  Gwinnett Place Honda

  3325 Satellite Blvd Duluth, GA 30096

  
• 

  Rick Hendrick Chevrolet of Buford

  4490 S Lee St Buford, GA 30518

  
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  Hendrick Collision at Mall of Georgia

  4641 Harrison Run Ct Buford, GA 30518

  

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:09/15/2025

  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.

  Dealer added two additional warranty contracts at the time of signing paperwork. I specifically told the finance person that I was having the car serviced in the town where I lived, 250 miles away, and would not be taking it to a *** dealer. I purchased a pre-owned ***** and would have it serviced at my local ***** dealer. So there was no reason to add any warranty or maintenance contract. I purchased the car on 9/1/2025 and called them on the morning of 9/2/2025 to cancel both of the contracts they underhandedly added to the paperwork. I was never told what the warranty covered not was I given any information about any wattanties. I truly feel this is extemely underhanded, dishonest and very unprofessional. I have been asking since 9/2/2025 for written documentation that the cancelations have happend as I have not seen it change the loan balance. I was told by **** ******* I should see the change in loan balance around the 11th or 12th, but as of this submission, nothing has changed.

  

  Business Response

  Date: 09/16/2025

  We have flat canceled the product and I have been in touch with the customer via email per his request and informed him of the process

  We also had a phone conversation with him regarding the CXL process and apologized that the items were not explained better

  
  

  
  

  Customer Answer

  Date: 09/16/2025

   
  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.  I will know as soon as next week if they actually follow through on their agreement of cancellation of two contracts: one for $4000 and one for $450.95.
  
  Thank you. 
  

• Initial Complaint

  Date:09/12/2025

  Type:Billing 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 june 27th, 2025 I visited *********************************** ***** to explore vehicle financing options. During this visit, the dealership accessed my credit report without obtaining my signed authorization. This is a direct violation of the Fair Credit Reporting Act (FCRA), which requires written consent before initiating a hard credit inquiry.On 7/1/25 received text messages from a dealership representative, *****, confirming that my credit application was never signed and if I could come in and sign the credit application or do it online. This retroactive request does not constitute valid authorization under federal law.When I contacted the dealership to resolve the issue, the sales manager was dismissive and refused to take responsibility. The unauthorized inquiry may have impacted my credit score and caused emotional distress, inconvenience, and loss of time.Desired Resolution:Immediate removal of the unauthorized credit inquiry from all three major credit bureaus (Equifax, Experian, and TransUnion).Written confirmation that the inquiry has been removed.Compensation in the amount of $8,000 for damages, including emotional distress, time lost, and punitive damages.If unresolved, I am prepared to pursue legal action in ************** Small Claims Court and file complaints with the ************************, ************************************, and the ****************************************Attachments: Screenshots of text messages confirming the lack of signed authorization.

  

  Business Response

  Date: 09/15/2025

  The customer visited our dealership and voluntarily completed the purchase process in order to secure financing for a vehicle. She provided all of the necessary personal and financial information required for us to submit financing applications on her behalf.

  
  Although her credit application was completed, it was later identified that a signature was missing. At that point, the customer was contacted solely to obtain the missing signature so that our records could remain complete and accurate.
  The customer was fully aware that her information was used exclusively for the purpose of her vehicle purchase and financing process. However, after being contacted regarding the missing signature, she immediately denied ever conducting business with the dealership. She further demanded that all inquiries be removed and stated that she would pursue legal action if her demands were not met.

  
  We stand by our position that the dealership acted appropriately and in good faith throughout this transaction. The customers information was used only for the purpose for which she provided it, her vehicle purchase, and the request for a missing signature was a routine compliance matter to finalize the process

  Customer Answer

  Date: 09/15/2025

   
  I am rejecting this response because:
  I want to clarify my position regarding the dealerships response. At no point have I denied that I visited your dealership or provided information while inquiring about a vehicle. However, under the Fair Credit Reporting Act (FCRA), a consumers written authorization is required before a credit check can be conducted. The dealership admits in its own statement that a signature was missing from my application. Without that written authorization, my credit should not have been pulled.
  It is not sufficient to state that my verbal or voluntary provision of information implied consent. Federal law is clear that written consent is mandatory. The fact that the dealership contacted me afterward to obtain the missing signature proves that the required authorization was not in place at the time my credit was accessed.
  As a result, the dealerships action constitutes a violation of consumer protection law, regardless of intent or good faith. While I understand the dealership considers the request for a missing signature routine, the law does not excuse retroactive attempts to obtain permission after a credit inquiry has already been conducted.
  
  If this matter is not resolved promptly, I will have no choice but to escalate the issue by filing complaints with the ************************************ (****), the ************************ (***), in addition to pursuing legal remedies available to me.
  I hope this matter can be resolved quickly and amicably.
  Sincerely,
  **** ********

  

  Business Response

  Date: 09/15/2025

  The customer actively engaged with our sales team in discussions regarding financing and the purchase of a vehicle. During this process, she was informed that the personal and financial information she provided would be used solely for the purpose of submitting her credit application to lending institutions.
  Her conduct and participation throughout the transaction, including her decision to proceed with the steps necessary to complete financing while at the dealership, were consistent with an individual who had knowingly authorized and consented to the submission of the application.
  The dealership maintains that all actions taken were appropriate, transparent, and in direct response to the information and authorization provided by the customer at the time of her visit.

  Customer Answer

  Date: 09/15/2025

   
  I am rejecting this response because:
  I acknowledge that I visited your dealership and engaged in discussions regarding financing. However, the issue at hand is not whether I visited the dealership or provided personal information, but rather whether the dealership obtained the legally required authorization before pulling my credit.
  Under the Fair Credit Reporting Act (FCRA), a creditor must have express written authorization from a consumer before obtaining their credit report in connection with a vehicle purchase. Your own statements confirm that my application was missing a signature, which means no such written authorization was ever secured at the time the inquiry was made.
  Implied consent, assumptions based on conduct, or verbal discussions do not satisfy federal requirements. Written consent is a non-negotiable safeguard designed to protect consumers, and bypassing that safeguard is a violation of the law regardless of intent. I am seeking a fair and lawful resolution, and I urge the dealership to take corrective action without further delay.
  

• Initial Complaint

  Date:09/11/2025

  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 bought a truck from them on December 23 2024 . I had underlying issues with my vechicle . I took my vechicle in for the repairs on December 28 . They had my truck for 8 of the 9 months that I owned the truck . It was a simple back up camera and tpms problems . The dealership kept giving me the run around and saying it was aftermarket speakers,and aftermarket brake caliper covers causing the issue . Once I removed the said items . I still had the same issues . Finally my truck is fixed on August 16th of 2025 . Only thing is my vechicle was hit in the front which caused damage to my front bumper . I have asked to speak to the general manager on several occasions. But still am not allowed to speak to him . I have spoke with the general sales manager ***** and head of service **** ****** . The sales manager just tried to upsale me to another vechicle . **** the head of service completely ghosted me and will no longer answer me . I lost time,money,and summer with my boat because of this dealership . I wouldn't not recommend this place .

  

  Business Response

  Date: 09/17/2025

  The General Manager has made several attempts to contact the customer without success. They will make one final attempt this afternoon.

  Customer Answer

  Date: 09/17/2025

   
  I am rejecting this response because:
  I haven't got one single phone call from the general manager . He actually called my mother's phone yesterday and supposedcto call me . Still didn't recieve a call . He can try my work line at ************ . My cellphone is ************ which has voicemail . I haven't personally received a call or voicemail. 

  

  Business Response

  Date: 09/18/2025

  We believe this matter has been fully resolved. Our General Manager spoke with the customer yesterday and offered $1,000 as compensation for the inconvenience. Since the customer has already filed a claim with his insurance company, we will not be responsible for repairing the dent on his bumper. A check will be issued and mailed to him on Friday.

  Customer Answer

  Date: 09/18/2025

   
  I am rejecting this response because:
  I still have to wait to see what the outcome will be Monday . I am taking my truck to another dealership.  Trying to get my rear window fixed . I have aftermarket subs,and etorque battery that have the  potential of be damaged by water . Hopefully it is covered under warranty . Because this will be the 3rd or 4th attempt to fix the leak . 

• 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:08/29/2025

  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.

  *** handed over my keys and vehicle to a third party, ***** ***** of Odor Doctor, a detailer who was not introduced to me nor authorized by me. Observed ***** with my floor mats scattered on the filthy ground and using the same dirty towel to wipe the outside of my car, spare tire compartment, seats, console, steering wheel, dash, and AC vents. He dropped this same towel on the ground, then picked it up and continued to wipe my ac vents, seats, dashboard. I repeatedly asked ***** to stop. He then made a nasty remark toward me. I told him with a firm tone, get out of my car now, he refused to leave my vehicle and this was considered an act of trespass and violation of my rights as the owner. Kam saw my mats on the pavement. Instead of correcting the situation, he responded with a nasty tone, We are not responsible for him damaging your vehicle! I told *** to instruct ***** to stop, but no accountability was taken. *** paid ***** despite his misconduct and damaging my property and leaving my mats scattered and dirty. I had to gather them myself into a trash bag , under extreme heat, despite being a senior citizen with an injury. *** stood by without offering assistance. I felt pain in my back and legs and felt humiliated and exhausted from all this abuse by these two males. Bending down to pick up the heavy mats put in trash bag while Kam looked on right next to me, aggravated my condition and caused me additional suffering. Kam test drove my vehicle without my consent, even though I gave clear instructions that no one was to drive my car without me being in the vehicle with them. He later admitted he knew my instructions but disregarded them. I was treated with disrespect and disregard as a customer, a Woman, and a senior citizen. I was dismissed and treated as if my voice and ownership of my vehicle did not matter. My property was mishandled/contaminated, creating health and safety concerns. Denied paperwork documenting the third-party detailer

  

  Business Response

  Date: 09/05/2025

  To clarify, the ******************* was not a vendor contracted by our dealership. This vendor was provided to Ms. ******* directly by ******. The only reason the service occurred at our lot was because Ms. ******* was not welcome at the *************** location. The Service Manager at ****** gave me both the Odor Doctor and Ms. ******** information, and I personally scheduled the appointment for 11:00 AM.
  On 8/27/25, I spoke with Ms. ******* by phone and explained clearly that Odor Doctor was a third-party vendor. She was fully aware this was not our employee. During that call, she also stated she did not wish to drive the car herself and would instead have AAA bring it. She further demanded the car be completed before 2:00 PM due to her personal appointment.
  Despite this being strictly between Ms. ******* and CarMax, I offered assistance as a courtesy only because she was upset that I had shared her invoice with CarMax while they were evaluating what work might be needed. I have already acknowledged that I should have handled that differently, which is why I attempted to help at all.
  The complaint regarding how Odor Doctor performed their work is not something for which our dealership can or will take responsibility. Ms. ******* was advised from the beginning that Odor Doctor was a separate vendor, and any issues related to his conduct or quality of work must be taken up directly with CarMax or the vendor.
  At this point, we will not be providing Ms. ******* with any additional services or reimbursements related to this matter. We will also no longer communicate her.

• 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.