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. Chevrolet

  3127 W Tennessee St Tallahassee, FL 32304

  
• 

  Dale Earnhardt Jr. Cadillac

  1850 Capital Cir. NE Tallahassee, FL 32308

  
• 

  Rick Hendrick Toyota Sandy Springs

  6475 Roswell Rd NE Atlanta, GA 30328

  
• 

  Rick Hendrick Chevrolet Atlanta

  3277 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: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:08/28/2025

  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.

  BBB Complaint Draft Hendrick ****** of Concord / ****** Corporate Business Name: Hendrick ****** of Concord Complaint Type: Sales Practices / Warranty / Misrepresentation Date of Purchase: August 5, 2025 Vehicle: 2022 ****** Tundra 4x4 CrewMax Complaint:On August 5, 2025, I purchased a 2022 ****** Tundra from Hendrick ****** of Concord. After purchase, I discovered the vehicle had two open recalls (engine and fuel line) that were not disclosed prior to sale. These are major safety-related recalls that materially affect the value of the vehicle.The dealership claimed they were unaware of the recalls at the time of sale, yet they had the ability to check for other recalls (such as a rear stoplight) and should have disclosed this information before completing the transaction. This omission misled me as a consumer and left me with a vehicle requiring a replacement engine and fuel system repair only days after purchase.The service manager confirmed that the new engine would carry a 5-year / 60,000-mile warranty starting from installation, and I was offered six complimentary oil changes. However, these do not resolve the diminished value and warranty concerns caused by the undisclosed recalls.Resolution Requested:1.Written confirmation that warranty coverage for the new engine and fuel line begins from the date of installation.2.Equivalent coverage to ******s Platinum Vehicle Service Agreement (10 years / ******* miles).*********** reimbursement between $4,400$5,900, representing 1520% diminished value due to the undisclosed recalls.I have been a ******/Lexus/Hendrick customer for over 30 years, and this has been the worst experience Ive had with any vehicle purchase. I am seeking fair resolution before pursuing other remedies.Customer:*** *******

  

  Business Response

  Date: 09/09/2025

  At the time of sale, Mr. ******* was made fully aware of the vehicles recall status and signed the ****** recall disclosure sheet. The recall referenced at delivery involved a rear brake light condensation concern. The engine-related recall cited in his complaint was not released until two days after the purchase date and therefore could not have been disclosed or addressed by the dealership prior to delivery.
  In an effort to support the customer after the recall announcement, ******************** ****** of Concord provided a complimentary service package, including six oil changes, and also offered to purchase the vehicle back in full, which the customer declined. We further confirmed warranty coverage from ****** on the new engine installation.
  Mr.******* has since requested additional financial compensation and extended warranty coverage. However, the vehicle is already Hendrick Certified, which includes additional protections beyond ******* factory coverage. His request for monetary reimbursement is not warranted, as the dealership acted transparently and in good faith, disclosed available recalls at the time of sale, and took steps beyond industry standards to offer resolution.
  We have made multiple attempts to contact Mr. ******* directly to review these options and provide assistance, but he has chosen not to engage with dealership staff. Hendrick ****** of ******* has complied with all ****** manufacturer requirements and regulatory obligations in this matter. We believe we have acted fairly and provided reasonable options for resolution, and therefore consider this complaint closed.

  Customer Answer

  Date: 09/10/2025

   
  I am rejecting this response because:
  I am writing in response to Hendrick ****** of Concords reply. Their statement is inaccurate and does not reflect the facts of this situation.
  
  
  At the time of purchase, the ********************* question had two open recalls. Hendrick ****** was fully aware of this, as confirmed by a voicemail I received from their own service representative, **** ********. In that message, he stated there was an open service ticket on the vehicle while it was on their lot and further admitted the vehicle should not have been sold until those recalls were remedied.
  
  
  This is not a matter of miscommunication or misunderstanding on my part. It is a direct violation of proper sales practices and an internal failure within Hendrick ******* business structure. Instead of acknowledging responsibility, they have attempted to shift blame and dismiss their own oversight.
  
  
  I am not satisfied with their response. If Hendrick ****** continues to refuse to accept responsibility, I am prepared to escalate this matter to the *************************************** and initiate arbitration proceedings.
  
  
  Additionally, when discussing a potential buyback, the dealership limited my options to only higher-priced vehicles on their lot or within their system. This does not represent a good-faith effort to resolve the issue, but rather an attempt to upsell and take further advantage of the situation.
  
  
  I respectfully request that the Better Business Bureau recognize that Hendrick ****** of Concord has failed to act in good faith, has provided a misleading response, and has yet to take ownership of their mistake.
  
  
  Sincerely,
  *** *******
  
  
  

  

  Business Response

  Date: 09/10/2025

  Hendrick ****** of Concord respectfully disagrees with the customers assertions. At the time of purchase on August 5, 2025, the ***** website, which is the official source we rely on for recall verification, did not list any open recalls on the vehicle.
  To address the customers concerns, we offered multiple resolutions in good faith. We offered to exchange the 2022 ****** Tundra for a 2025 model year vehicle, which does not carry the same recall concerns. We also offered to buy back the 2022 ****** in full for the exact amount paid. In addition, we provided a complimentary maintenance package to ensure the customer felt supported and valued.
  With regard to pricing, the 2022 Tundra was priced at $42,423. We discounted the vehicle to $41,033.77, providing a $1,389.23 discount. Independent market data supports that this was a fair and competitive transaction. JD Power trade-in values show an average of $40,725 and a clean trade of $42,275. Black Book trade values reflect a wholesale of $41,150 and an average trade of $41,840. Retail values are listed at $44,825 in Black Book and $49,350 in JD Power. These figures confirm the vehicle was priced fairly within the market and that no undue advantage was taken. Furthermore, the Hendrick Certification and extended warranties the customer received were provided at no additional cost. It is the customer's right to seek 3rd party arbitration if they feel that they were wronged. We will respond with the same facts and provide the documentation at that time. 

• 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.
  
  

• Initial Complaint

  Date:08/19/2025

  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.

  Business changed vital info for financial institution to finance vehicle. I am co-signer not buyer

  

  Business Response

  Date: 08/19/2025

  Could you please provide more detail about the issue? Specifically, we would like to understand what information was changed so that we can investigate and address your concern properly.

• Initial Complaint

  Date:08/16/2025

  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 bought a car from **** Hendricks ***** Naples and it included gap insurance. I paid the car off two years early and was due a refund of $400. Last month, I sent them all the paperwork including the release of lien and they are now ignoring me.

  

  Business Response

  Date: 08/18/2025

  This request was completed a few days ago, and the cancellation has already been submitted. The dealership called the customer that same day. They did not receive the paid in full letter initially because it was being sent to an incorrect email address. However, the matter has now been resolved, and the dealership is only waiting for the check to be processed.

  Best regards,

• Initial Complaint

  Date:08/14/2025

  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.

  Went to get my new truck fixed the molding behind mirror and they said they fixed it and fixed a inside molding not the one behind mirror it's a 2025 tacoma trd sport with 6700 miles on it. I want the truck fixed right i even called ****** they won't fix either. The service manager ***** and I looked at 1 or 2 different trucks neither had my issue

  

  Business Response

  Date: 08/15/2025

  In an effort to help you resolve this issue, can you please let us know which Hendrick dealership your vehicle is at? 

  Customer Answer

  Date: 08/15/2025

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

  
  

  

  Business Response

  Date: 08/18/2025

  As noted in the customers case notes with ****** (case #*************  The response back from ****** was "If there is no environmental intrusion present,there is no need for action"  There will always be slight variances in fit and finish between vehicles but as long as it is not impacting the usability of the vehicle there is no repair needed.