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

  
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  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:08/05/2025

  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 July 22, 2025, I brought my truck in for service and was advised that there was an exhaust leak caused by broken bolts on the passenger side. I was charged over $900 for the repair, with the understanding that the issue would be resolved. However, after picking up my truck, I noticed that the issue persisted. I promptly called back and returned my vehicle to the service center on August 4, 2025. To my surprise and frustration, I was informed that an additional $1,400 would be required to fix the exhaust manifold, a problem directly related to the issue I had already paid to have addressed less than a week prior. As a long-time customer who trusts ********* to provide reliable service and transparency, this situation is unacceptable. The current problem appears to be part of the same issue I originally brought my truck in for, and I do not believe I should be responsible for additional charges. I am not a technician, and I relied on your service departments assessment and recommendation when authorizing the initial ********* be expected to pay more than $2,000 in less than a week for a related issue that should have been fully diagnosed and resolved on the first visit is unreasonable. I respectfully request that ********* cover the additional repair costs, as this matter stems from the original service performed under your care. Dropped truck off been sitting all day at dealership August 5, 2025, I was given appointment.

  

  Business Response

  Date: 08/07/2025

  We have first-hand information that the owner of the vehicle is not the one that opened the BBB case. The girlfriend of the owner, opened the case without the owner knowing.

  ****** ****** in our truck shop had a good conversation with ******* ****** earlier today and he is happy with all the service we provide for him.
  

  Please let us know if you need any further information. 

  Customer Answer

  Date: 08/07/2025

   
  I am rejecting this response because I am requesting a full refund of $2,570.47 for the services performed on my truck at ***** ******* ********* on July 22, 2025, and August 6, 2025. 
  On August 6, 2025, I paid $1,585.77 for repairs to my truck, following a previous payment of $984.70 for service on July 22, 2025, both related to the same ongoing mechanical issue.Despite these repairs, my check engine light came back on less than 24 hours later, on August 7, 2025, at 8:45 PM. My truck has only been serviced at ************************* since I bought it brand new in 2021. I do not feel confident that the ***** ******* ****************** is able to resolve the issue. I will feel more comfortable taking my truck to another ********* dealership to FIX my truck, not working on it.
  This is unacceptable for several reasons:
  Same Issue Unresolved I should not be repeatedly paying for the same issue that your service department claimed was repaired.
  Significant Financial Burden I have now spent over $2,570.47 in less than a month on a repair that remains unresolved.
  Loss of Time and Income This truck is my work vehicle and is essential to running my business. Each day it is out of service, I lose business opportunities and income.
  Lack of Customer Support No loaner vehicle was provided, and I have had to rely on rides from my girlfriend or use **** at my own expense. No compensation or accommodation has been offered for the inconvenience.
  Given these facts, I am requesting an immediate refund of the $2,570.47 paid on August 6, 2025, and July 22, 2025. I believe this is fair and reasonable, as the service did not resolve the problem, and I should not be financially responsible for repeated ineffective repairs.
  
  

  

  Business Response

  Date: 08/11/2025

  We spoke to ******* ******, he will be dropping off his truck on Monday morning with ****** in the truck shop. We will look over the truck and determine if he did pay 2x for the same repair, or not. The Check Engine Light is on again also, we will diagnose that as well. Mr. ****** sounded like he was satisfied with everything, but still wants to be sure he is not paying twice.

  Customer Answer

  Date: 08/11/2025

  The truck remains in the shop, and the matter is still unresolved. At no point did I state that I was satisfied any suggestion otherwise is inaccurate. I have been charged twice for the same issue related to the manifold exhaust: once initially, and again the following week when I returned the truck due to the same ongoing problem. I respectfully request that this be reviewed and rectified.
  
  

  

  Business Response

  Date: 08/14/2025

  We have spoken directly to ******* ****** via phone. We are not charging him for this current visit ($580.47 is what it would have cost) and issuing him a $500.00 credit for future visits to our dealership. He agreed that was fair and is going to pick up the vehicle this afternoon.

  Customer Answer

  Date: 08/18/2025

   
  I am rejecting this response because: I want to clarify the situation. I did open a BBB case, and the only conversation I had with my girlfriend was letting her know that I was going to do so. She has not been involved in any discussions with the dealership. I am not sure why ****** keeps stating that I am happy with the service, because that is not accurate. My truck is still in the shop, and this matter has not been resolved. Yes, I was provided with a loaner truck, but that does not correct the underlying issue. ****** also keeps saying that we are having great conversations. While we have spoken, simply having conversations does not resolve the fact that my truck has now been in their shop for two weeks.
  

  The facts remain: the issue is not resolved. The matter will only be resolved once my truck is returned to me in proper working order, with no engine light on and no continuing issues. Until that happens, it is incorrect to say that I am satisfied with the service or that the matter is resolved.
  

  
  

  Customer Answer

  Date: 08/18/2025

   
  I am rejecting this response because:

   

  Date Sent: 8/18/2025 8:49:08 AM
  

   
  I am rejecting this response because: I want to clarify the situation. I did open a BBB case, and the only conversation I had with my girlfriend was letting her know that I was going to do so. She has not been involved in any discussions with the dealership. I am not sure why ****** keeps stating that I am happy with the service, because that is not accurate. My truck is still in the shop, and this matter has not been resolved. Yes, I was provided with a loaner truck, but that does not correct the underlying issue. ****** also keeps saying that we are having great conversations. While we have spoken, simply having conversations does not resolve the fact that my truck has now been in their shop for two weeks.
  

  The facts remain: the issue is not resolved. The matter will only be resolved once my truck is returned to me in proper working order, with no engine light on and no continuing issues. Until that happens, it is incorrect to say that I am satisfied with the service or that the matter is resolved.

   

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

  
  

   

  
  

  

  Business Response

  Date: 08/18/2025

  We have spoken directly to ******* ****** via phone. We are not charging him for this current visit ($580.47 is what it would have cost) and issuing him a $500.00 credit for future visits to our dealership. He agreed that was fair and agreed to pick up his vehicle. We consider this issue resolved

  Customer Answer

  Date: 08/19/2025

   
  I am rejecting this response because: I am responding regarding the complaint about my truck repair at Dealership. I want the matter is not yet resolved. My truck is still in the shop, and the original issue has not been fixed. I am currently using a loaner vehicle while the repairs are ongoing. While the dealership has offered a $500 shop credit for future services, this does not address the fact that my truck remains unrepaired, and therefore the issue is still outstanding. 
  The repair must be completed before the matter can be considered resolved. Offering a credit does not close the case, as the underlying problem has not been corrected. Once a complete repair is completed, I have my truck back then matter can be considered resolved. 
  
  

  

  Business Response

  Date: 08/21/2025

  The Service Manager has contacted the customer and he is aware of what's going with the repair to his vehicle. We will not continue to go back and forth over this platform and the customer has the contact information for the Service Manager. 

• Initial Complaint

  Date:08/05/2025

  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.

  This report is regarding ************* of **********:I purchased a new car with ~370 miles on it. I was assured that it had dash camera by 2 employees. 5 minutes after buying it they told me it didnt have it. Additionally, on the test drive the steering wheel and the car drifted to the right. I wrote into the contract under We Owe that an alignment and mechanical systems would be checked. After 3 weeks, they took my car in. Before that I felt very unsafe driving on highways and interstates. It felt like I was all over the road and had no control. 2 days pass and they tell me its fine and to pick it up. The only diagnostic they did was a sales manager test drove the car on a back road. No alignment and no mechanical check (breach of contract). He drove the car with me on the interstate and admitted that he noticed a drift. He sends it back to the shop and they run the alignment analysis and inspection. They didnt check any other cause for drift and told me pick it up again. The service manager rides with me and admitted the drift and he needed to order bushings. Then they said theyre not going to do anything else and that I have to come pick the car up. When I got there the service manager admitted he was told by the sales team to stop investigating it. He agreed to check the tires. EVERY tire needed to be rebalanced/rebeaded. Afterward, he admitted it drove much smoother and that Im not having to fight with the steering wheel as much. After having it for 15 days and putting 100m on it, they should have caught that. There was still a drift though. 4 failed attempts to fix it.The next day I went to a different dealership. They immediately noticed the steering issue and that it was out of alignment. They fixed it and its driving as it should now.The first dealership admitted they noticed issues and still did nothing. They never ran the proper diagnostics to investigate a drift. They ran what seems to be a false alignment report. This is endangerment

  

  Business Response

  Date: 08/06/2025

  The dealership contacted **** ******* of ************* ************************ to evaluate and road test the vehicle. He confirmed it was aligned to ************* factory specifications. When Mr. ******* picked up the vehicle on July 26th, he expressed satisfaction with its performance after a road test with ******.
  

• Initial Complaint

  Date:08/05/2025

  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 purchased a vehicle from **** Hendrick ********* in ******, ** on July 16, 2025. Numerous deceptive sales tactics throughout the entire experience.1- I was told I didn't qualify for the "$500 off coupon" that was advertised on ****************************. The sales manager, *** *****, told me he couldn't give me that discount because he had already discounted the price by $1100 by not REQUIRING me to purchase a Lojack system for the truck. Totally fabricated lie.2- This truck was clearly advertised as a "Hendrick Certified" vehicle that comes with, amongst other things, a ******* mile powertrain warranty and a 12 month electronics warranty. The finance manager I dealt with ******* ******, argued with me that this was NOT a Hendrick certified car (the website clearly shows it is/was) and denied me the advertised product.I feel that I am owed at least $1,000 for the extended warranty coverage I have been denied.

  

  Business Response

  Date: 08/05/2025

  Would it be possible to check to see if this is the same customer from Complaint Case #: ******.

  Thank you!

  

  Business Response

  Date: 08/08/2025

  We will be reimbursing the customer $1000 per their request

  Customer Answer

  Date: 08/08/2025

   
  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. 
  

  Customer Answer

  Date: 09/09/2025

   
  I am rejecting this response because:

   

  The business (**** Hendrick Automotive Group) committed to reimbursing me $1,000 but I have received zero communication from them since their statement on the complaint of "we will be reimbursing the customer $1000."  

   

  Thanks,

  ***** *****"

   

   

   

  
  

  

  Business Response

  Date: 09/10/2025

  We apologize for the delay! We have reached out to the customer and will be providing him with a tracking # for the reimbursement

  Customer Answer

  Date: 09/12/2025

   
  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 appreciate all of the help the BBB provided, I am grateful.
  
  Thank you,

  ***** *****

  
  

• Initial Complaint

  Date:08/04/2025

  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 dropped my vehicle off for service on 6/12 for an oil change. The next day, I receive a text from the dealership saying diagnostic work needed completed for an exhaust issue. I responded with approval. The last correspondence I have had with the dealership was on 7/3 when they told me the bumper needed painted and the job would be complete. I have called and texted the dealership dozens of times, but each time I call I get told no service techs are available. I have not had any contact with anyone from the dealership since 7/3.

  

  Business Response

  Date: 08/05/2025

  In an effort to help the customer , we need the name of the ******************** Dealership and who they are working with. 

  Customer Answer

  Date: 08/05/2025

   
  I am rejecting this response because:

  Adding information; **** hendrick jeep in ************* (on savannah ********* I was originally working with ****** but I was assigned a new service advisor who has not contacted me.

  
  

  

  Business Response

  Date: 08/07/2025

  I have spoke with Mr. ************* , and will be getting hid car back this afternoon to be delivered back to him . The vehicle was sent to a collision center  to have the rear facia painted and installed , We apologized for our lack of communication and will work on improving 

• Initial Complaint

  Date:08/04/2025

  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 brought my 2025 Charger Daytona in with only ***** miles on it due to multiple electrical issues, and now three months later, I still dont have my car back and worse, theres no ETA whatsoever.The dealership has admitted they cant get the parts, dont know when they will, and have basically told me Im on my own. Every fix they attempt feels like guesswork, as theyre now on repair attempt #3 and nothing has worked.Communication with ***** corporate? Apparently nonexistent. The service manager literally told me to lemon the car and warned me that if I do, theyll take their loaner vehicle away, leaving me without a car. Meanwhile, *** held up my end of the lease, paid everything on time, and gotten nothing but stress, inconvenience, and wasted time in return.Dodge corporate has been just as useless, basically telling me to deal with it. So Im stuck with a car I dont want, cant drive, and am still paying for while the dealership shrugs and tells me there's nothing they can do.If this is how they treat someone leasing a brand-new car with a major issue, I can only imagine how they treat everyone else. This has been one of the most frustrating, time-consuming, and unprofessional experiences Ive had with any dealership ever. I am at a loss and do not know what to do because it seems like no one is taking me seriously and I feel like I am the test subject for their failures.

  

  Business Response

  Date: 08/05/2025

  The technician began working on Mr. Hills vehicle first thing this morning. The repair involves replacing the main harness, which requires disassembling the dashboard.
  We anticipate the installation will be completed by Friday. Once thats done, well need to verify that the original concern has been fully resolved.
  The dealership will be reaching out to the customer today with a status update and will continue to keep you informed. You can expect another update Thursday morning with a progress report.

• Initial Complaint

  Date:08/01/2025

  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.

  2 months ago I took in my vehicle for a noise that was coming from the steering wheel and they supposedly changed a piece that would fix the issue but the noise stayed the same & today I took vehicle again today to resolve that issue which is now worse plus getting an oil change and they fixed the piece but I still have the same issue and my steering wheel is crooked. I returned to the dealer because of this and they did another alignment but it still is off centered and the *** told me they couldnt do anything else for me and that regarding the noise from the steering wheel that it was normal and all Pilots have this problem in the steering wheel but that is a lie because this is not my first ***** vehicle. I told the *** if they didnt resolve the issue I would continue to return and he told me I can go how many times I wanted but they cant do anything else for me. The person who I spoke to is ***** ******. I took my car with the steering wheel perfectly aligned and now its off centered. All I am asking is to adjust my steering wheel as it should plus removing the sound from the steering wheel. Another issue I mentioned was that my vehicle makes a metal clashing sound when u break and the response I got was I have to wait for the problem to be worse so that I am able to do something which is also not ok because what if in finding the problem to be worse , I am putting my families life at risk?

  

  Business Response

  Date: 08/04/2025

  On her last visit we aligned the vehicle again to get the steering wheel straight.  If it is still off center we will be happy to redo that.

  As far as the brake concern we were unable to duplicate that and we did tell her it will have to get worse or she will have to be able to show us the noise so we can diagnosis her issue. 

  Customer Answer

  Date: 08/04/2025

   
  I am rejecting this response because:
  When I turn the steering wheel it makes a noise directly from the steering wheel like it has a metal or a spring moving. When I drive on the highway or anywhere, the steering wheel is still crooked. When I brought in my car it was super straight and now its crooked to the right side. I can drive in any direction and the steering wheel is not straight. But this is a new vehicle and I need for the metal noise coming from the steering fixed. 

  

  Business Response

  Date: 08/05/2025

  We will be more than happy to look at the vehicle again if they will allow it.
  Can they demonstrate the noise when they drop it off?
  

  Customer Answer

  Date: 08/05/2025

   
  I am rejecting this response because:
  Yes I can demonstrate the noise from the steering wheel, just as I have multiple times but the person who attended me says that all *****s do that which I know is a lie because this is not my first ***** vehicle. When can I take in the vehicle and whom do I have to speak to? 

  

  Business Response

  Date: 08/07/2025

  The customer has an appointment with **** **** Monday Morning at 10:30

  Customer Answer

  Date: 08/29/2025

   
  I am rejecting this response because:

   

  I previously made a complaint regarding taking my car in for an issue that the steering wheel is having. They have "done multiple stuff and changed a piece in the car" but the car sounds more than ever now when I move the steering wheel. I took my vehicle driving straight and now I have multiple issues and all I get is a receipt that says its a characteristic the vehicle has which is not accurate because this isnt my first Honda Pilot and even the worker told me he saw others and none of them had the issue with the steering wheel making this noise when I move it. The service manager **** **** as well told me to do what I had to do but that he wouldnt and couldnt do anything else regarding the manner and for me to get in contact directly with *****. The reality is they do not know what is wrong with the car and this is my written proof that if something happens to my family or I while driving this vehicle after multiple times stating something is wrong with the car, I am holding ***** responsible for this. All I am asking is for my vehicle to be fixed the correct way especially for a car I bought brand new, I pay a high monthly payment to have a brand new car that gives me no issues at all, which also why I purchased an extra warranty when I bought the vehicle. Finish the Job

  
  

  

  Business Response

  Date: 09/03/2025

  We understand and acknowledge the customers ongoing frustration regarding the steering concerns with their Honda Pilot. It is never our intention for a guest to feel that their concerns are not being addressed, especially when it involves the safety of their family.

  Our service department has already performed several repairs and part replacements in an effort to resolve the concern, but the noise remains. After further review, our next step is to escalate the case beyond our dealership level. We have requested assistance from a ***** Field Technical Specialist so the vehicle can be inspected in conjunction with manufacturer support. This will ensure that any potential issue is thoroughly diagnosed with factory-level expertise.
   
  We would like to reassure the customer that we are committed to helping them find resolution. The customer also has the option to bring the vehicle to another authorized ***** dealership if that is more convenient, where the same manufacturer resources can be engaged.
   
  We remain ready to coordinate directly with ***** to complete this process, and we encourage the customer to schedule a time so that a Field Technical Specialist can review the vehicle.
  Our goal is to restore confidence in the vehicle and provide peace of mind for the customer and their family.

  Customer Answer

  Date: 09/03/2025

   
  I am rejecting this response because: I will not be going to another dealer, I will stick to this one since its closest to me convenience wise, you guys have already worked on the vehicle and I will not reset going through all of this again with another dealer. Please advise on when I can take the vehicle to the Honda Field Technical specialist and where do I have to go? Look forward to hearing from you soon. Thank you. 
  

  

  Business Response

  Date: 09/08/2025

  The customer has been contacted and field technician will be here Wednesday. 

  Customer Answer

  Date: 09/10/2025

   
  I am rejecting this response because: in my complaint I also mentioned the steering wheel being crooked. When I initially took my vehicle the first time my steering wheel was straight and I had no issues with my wheel alignment. As soon as the service department started working on my vehicle my steering wheel has been crooked multiple times after multiple alignments today they fixed the noise when my steering wheel turns which they confirmed there was an issue after **** said it was a characteristic of the vehicle which today confirmed it definitely wasnt. In my complaints I have always mentioned the crooked steering wheel and today **** told me that I never mentioned that. I was told do what ever you want to do & that if I wanted another alignment I had to pay for it which makes no sense since 4 alignments have been done supposedly and obviously nothing was fixed, so if I pay for it out of pocket that will make sure my alignment is actually done correctly? Why would I pay for something when I even got extended warranty when I bought the vehicle?  Regardless, when I got the invoice for the alignment done on my vehicle, I got the invoice for a CRV which isnt even my vehicle. I have a Honda Pilot. The customer service is horrible, the treatment is terrible, Matts attitude is unacceptable and unprofessional. While I was talking to him he closed my car door in my face and walked away from me. If something genuinely wasnt wrong with my car, why would I continue going to this dealer to have these issues fixed especially after the horrible treatment Ive received? Ive lost days of work, wasted my time and have been treated bad for issues that I am encountering with a new vehicle with ***** should know have an issue fixing because when I bought the vehicle, the treatment is completely different. 
  
  

  Customer Answer

  Date: 09/11/2025

   
  I am rejecting this response because:

   

  Date Sent: 9/10/2025 5:44:34 PM
   
  I am rejecting this response because: in my complaint I also mentioned the steering wheel being crooked. When I initially took my vehicle the first time my steering wheel was straight and I had no issues with my wheel alignment. As soon as the service department started working on my vehicle my steering wheel has been crooked multiple times after multiple alignments today they fixed the noise when my steering wheel turns which they confirmed there was an issue after **** said it was a characteristic of the vehicle which today confirmed it definitely wasnt. In my complaints I have always mentioned the crooked steering wheel and today **** told me that I never mentioned that. I was told do what ever you want to do & that if I wanted another alignment I had to pay for it which makes no sense since 4 alignments have been done supposedly and obviously nothing was fixed, so if I pay for it out of pocket that will make sure my alignment is actually done correctly? Why would I pay for something when I even got extended warranty when I bought the vehicle?  Regardless, when I got the invoice for the alignment done on my vehicle, I got the invoice for a CRV which isnt even my vehicle. I have a Honda Pilot. The customer service is horrible, the treatment is terrible, Matts attitude is unacceptable and unprofessional. While I was talking to him he closed my car door in my face and walked away from me. If something genuinely wasnt wrong with my car, why would I continue going to this dealer to have these issues fixed especially after the horrible treatment Ive received? Ive lost days of work, wasted my time and have been treated bad for issues that I am encountering with a new vehicle with ***** should know have an issue fixing because when I bought the vehicle, the treatment is completely different. 
  

  
  

  

  Business Response

  Date: 09/12/2025

  Weve already offered several goodwill accommodations. If we proceed with this alignment, we will document on the customers profile that no further accommodations will be provided. The BBB case must be closed prior to scheduling the work. Any future alignments will be customer pay at $149.95.

  Customer Answer

  Date: 09/15/2025

   
  I am rejecting this response because: By starters, all of the goodwill work that the vehicle has had done always got resulted in the this being a characteristic of the vehicle when in the end , something was found wrong with the car. All of the work done on the vehicle has been the lack of knowledge of you being able to find the issue with the vehicle. Regarding the alignment, at the end of the day I am the one who loses because I spend 3/4 hours at the dealer and thats time I spend without working. I always got told that the vehicle was fixed but I always got it returned it with the same issue and on top of this me getting the alignment that was done my vehicle and I got the paper for a CRV, and my vehicle is a Pilot. Had ***** resolved this matter from the get go, we wouldnt be going back and forth on these on going issues. When I initially got the vehicle back with the first alignment that had to be done because ***** started messing with the steering wheel regarding the noise it was making, I was told it was corrected and I have photos and videos as proof that my steering wheel was super crooked, even the mechanic confirmed this when I returned the vehicle. I took my vehicle not needing an alignment and now ***** has done multiple alignments and still can not correct. The same way I was told multiple times its characteristics from the car when the reality is SOMETHING WAS WRONG, the same way I am being treated regarding the alignment. I keep getting brushed off and the same way you guys have multiple times made it known that I am no longer wanted there, I also do not want to waste my time coming anymore but as you may understand. This ***** was the one that messed up my car, so it should be the one held responsible for fixing it. 

  
  

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive had ongoing issues with **** ********* ********* in *********** **. With what supposed to be a recall warranty fix turned out to be a nightmare. Now my car is being further damaged with me left picking up the pieces, exhausting additional monies and overall emotional distress in dealing with the trouble of not having a functional car. Also, theres been absolutely no communication during the process of them having my vehicle in the service center.

  

  Business Response

  Date: 08/01/2025

  This customer has been in a loaner vehicle from the dealership for 30 days at no cost. Her vehicle initially had a misaligned exhaust bracket, which was repositioned the day after she dropped off the vehicle and received the loaner. The current issues with her car are not related to any recall. The vehicle requires a purge pump due to an SES code that was present before the turbo replacement. The dealership has made multiple attempts to contact this customer to have the loaner vehicle returned, but she has not answered any calls or responded to messages.

  Customer Answer

  Date: 08/04/2025

   
  I am rejecting this response because:
  I never got any updates on my vehicle during the full 3 1/2 weeks of ********* allegedly working on the realigning of the bracket.

  If it was repaired within the same day/next day, why didnt I hear from ********* until 3 1/2 weeks later? With NO communication on the timeline of fixing my vehicle, NO communication on existing issues , NO urgency in repairs , and absolutely NO professionalism.

  As far as the loaner, I was provided this as a courtesy because they didnt fix the initial issue the month prior. Before getting to ***** to pick up my vehicle, the customer service representative, ****, test drove my car and SHE said that the engine light came on. So after keeping my car for almost a month for what they said was a simple fix, turned out to be more issues that THEY caused to my vehicle. 
  

  Not only am I still financing my car (only for it to be in the shop for months consecutively), Ive also came out my pocket a couple of times for repairs & diagnostics with ****** AND paid on a rental. Theyre costing me way too much!

  In all of that, ******* (service manager) had the nerve to tell me to come get my car as they would no longer provide the loaner while diagnosing the engine light issue. Now Theyre making it seem like Im the problem when in reality, they arent running business properly.

  

  Business Response

  Date: 08/05/2025

  The dealership is still waiting on the purge valve parts to arrive. ** has confirmed the order is in the packing and shipping process at the factory, but it has not yet been delivered.
  All other concerns the customer brought in have been addressed. The check engine light remains on due to the purge pump issue, which continues to be a known delay with GM parts. Were hopeful the part will arrive within the week.

  Customer Answer

  Date: 08/08/2025

   
  I am rejecting this response because:
  
  Renewal for loaner signed, no update on status of vehicle, parts, or service. 
  No updated forms or contracts sent out to me.

  I Requested a copy of signed work order forms, still no copy provided to me. Still no clear understanding on what the issue is, the cause or whats being fixed. 

   

  

  Business Response

  Date: 08/12/2025

  Unfortunately, she was asked to come in and sign the contract, but did not do so. We are unable to provide any updates to someone who will not answer the phone or return calls.

• Initial Complaint

  Date:07/30/2025

  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 June 8, 2025, my Jeep was towed to ******* Chrysler Jeep of ************. Despite my repeated attempts to reach someone, no one from the dealership contacted me for nearly a month. I gave verbal authorization to the department manager during our only call, but he was audibly exasperated, rude, and hung up on me mid-conversation. No further communication followed.From June 8 to June 30, I was completely ignoredeven after a ******** representative reached out to the dealership on my behalf. The General Manager (**) knowingly received my messages but never responded. When he finally called on June 30, he continued the mistreatment by falsely stating they had been waiting on my permissionthough I had already given it weeks earlier. He never acknowledged their neglect or offered an apology.The GMs explanation to ******** was dishonest and misleading. He omitted the internal survey incident, which I believe triggered retaliatory treatment. I was later told I must pay upfront for diagnostics, which contradicts their normal policy and feels *********** Jeep remained untouched on their lot for over a month, leaving mea disabled veteranwithout transportation. I missed critical medical appointments (scheduled months in advance), my sons and my pets appointments, and I was unable to reach my daughter during a traumatic crisis. The emotional toll has been devastating.Additionally, when I purchased this Jeep in April/May 2024, a warranty was included in the original paperwork. I was called back later and told I had to sign a new set without the warranty due to a vague finance issue. No explanation was given. I now question the legitimacy of that change. *** purchased 3 Jeeps from this dealership. This pattern of mistreatment, retaliation, and deception cannot be ignored.I have purchased three Jeeps from this dealership. This betrayal of loyalty and targeted neglect deserves immediate attention and accountability.

  

  Business Response

  Date: 07/30/2025

  We have diagnosed her car and it needs a starter and batteries to get it to start and will have to recharge from there. Waiting for approval from customer.

  Customer Answer

  Date: 07/30/2025

   
  I am rejecting this response because:

  The response doesn't even acknowledge the disservice they treated me with. 

  The original complaint by myself is the disservice and the absolute disrespect I received from June 8 2025-to even now in that response. The reply from the dealership, again, disregarded their disservice. The amount of time I was ignored, hung up on and out right disregarded, needs to be addressed. I ask for the for compensation for or something on this matter. I was without a vehicle, for two months because of their egregious disregard to me as a customer. 

  
  

  

  Business Response

  Date: 07/31/2025

  The dealership has attempted to contact ******* ******* daily for the past 20 business days via phone and ******** text, but she has not responded.
  She previously brought in the vehicle with complaints but refused to approve or pay for any repairs. It took nearly a month to receive drop-off approval, delaying service that could have already been completed.
  She has stated multiple times that she does not want to pay for repairs. At her request, the dealership contacted ********************** several times, but both the customer and dealership were informed the repairs would not be covered.
  The dealership has offered multiple approval optionsphone, text, and *********** has made every effort to assist the customer.

  Customer Answer

  Date: 07/31/2025

  Please see attachments. 

  I am rejecting this response because:
  Attached are a screenshot shot of my attempts to talk to the service department, the staff, and then the **. The allegations stated by the dealership are absolutely proven false just by the attachments of my call log alone.

  My jeep was scheduled two times the week before having to be towed and the dealership kept getting cancelled with no explanation. I had to call a few times to get anyone to call me back as to why they cancelled my appointments. It then broke down on the 8th and then had to be towed to their shop. The **** customer care case representative also called the dealership day or two afterward it was towed there to verify what work my jeep needed. She was told by the the service staff that my jeep was not there. This is all stated in the attachments I provided with the original filing. From that point on my  numerous attempts and messages as well, asking for the ** to kindly call me back for assistance. Those attempts are also attached to this case. I have since messaged ****, to order the pp arts if he has not at least already done that. The diagnostic test was paid for just after the first of July, it did not get completed until 4 days ago.  

   

  

  Business Response

  Date: 07/31/2025

  Again,

  We have contacted the customer numerous times trying to get an approval for the repairs. At this point the customer needs to reach out to the dealership and approve or deny the repairs. If they choose to NOT authorize the repairs, they will need to pick their vehicle up. 

  Customer Answer

  Date: 08/04/2025

   
  I am rejecting this response because:
  

  My original complaint regarding my treatment by the dealership has not yet been addressed. I'm concerned that I continue to face retaliatory actions as a result of filing this complaint. Please clarify the status of my original complaint and explain why I'm still being subjected to this behavior. 

• Initial Complaint

  Date:07/30/2025

  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.

  7/30/2025 - Get Shuttled to pick up Vehicle, Arrive around 9am to Dealership. Let me back up to when dropped truck off like 10 days before. Went in teller service advisor truck needed body mount bushing and to replace them. Also told service advisor that truck steering wheel wobbles, shakes and truck jumps when driving 50mph or higher, so much didn't want to highway drive it. Told to check out everything and let me know what it needs. Fast Forward a couple days because it was weekend, got call was going to get pricing and give me a call back. Called back and immediately told them to do the bushings because I already knew they was bad. Saw it myself when i took the side steps off (Roughly took me 15 minutes a side for 4 bolts with an impact). Service advisor asked me what was recently done, told them tie rods, rear brakes and rear drums all i know of. Ok lets do forward a few days, Talking with Several advisors since **** was going to be out when they said truck was ready. Said tech drove it and vehicle was not hopping and wobbling anymore, Keep in mind every call with them until picked it up today I asked are you sure, even my 2/3 calls today 7/30/2025. I get vehicle back **** was away so other service advisor checked me out. I immediately come out of parking lot and get on rivers and truck still doing the exact same thing they had it for the second i got up to 50mph. Ok so i drive home 25 minutes away and look at invoice to see exactly all the details and see 4 washers replaced for $877.62 (Be Serious). So I called and spoke with **** because when we spoke it was replacing the washers., no way replacing 4 washers is that much parts being $78.40 and I had no problem paying that for my new bushings. He tells me hold on and comes back and says it calls for 3 hours labor, ok so labor is $200 (BS). Took me less then 30 minutes to remove those 4 bolts. Ask to speak to service manager and haven't heard back.

  

  Business Response

  Date: 07/30/2025

  Hello ******,
  
  Could you please confirm which dealership this complaint is regarding, as well as the year, make, and model of the vehicle?
  
  Thank you!

  Customer Answer

  Date: 07/30/2025

   
  I'm providing additional requested information: Dealership is **** Hendrick Jeep Chrysler *****************************************

  Vehicle that was taking in was: 2004 Dodge Ram 1500 SLT Regular Cab

  
  

  

  Business Response

  Date: 08/01/2025

  We spoke with Mr. ****** and he will be brining the truck to us on Saturday and we will be addressing the on going concern.

  Customer Answer

  Date: 08/03/2025

  Vehicle was dropped off Friday Evening for Appointment on Monday which the Service Manager. When I spoke Wednesday on phone call recieved from Service Manager we would definitely be looking into it himself on Monday 8/4 and would give me a call.
  
  

  

  Business Response

  Date: 08/07/2025

  We are working with the customer to resolve this issue

  Customer Answer

  Date: 08/07/2025

   
  They are working with me to resolve the issue, ****** the service manager is definitely on correcting the issue I spoke with him on 8/4 and just waiting on update. What happened should have never happened, but ****** is definitely making it right. Will update as I get more information from dealer.
  
  

• Initial Complaint

  Date:07/29/2025

  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.

  I was advised to get a lawyer after Yacine from ****** ******* ***** sold me a car that had hidden rust, worn tires, hidden damage underneath the car.They refused to take the car back, got very defensive, confrontational and said I had an attitude I got straight up robbed of the $5000 that I used to make a down payment.Yacine and a fellow African tried to sell me on a car that was clearly not worth $16000.I'm African myself and thought I was in good hands. WRONG.I made a massive mistake. I was desperate to buy a car after my mom's 2ND cancer diagnosis. There was also another important person I wanted to visit Yacine and the African gentleman attempted to rush the process of me signing paperwork and that's where I should have walked away.The African gentleman accompanying Yacine was VERY condescending and tried to sell these useless $3,000 warranties and of course I refused.I bought the car at night, after close, when it was more difficult to even spot the damage. I eventually discovered something bent under the car.I went to Sport ***** ***** 2 days later because of their reputation of being fair and honest and having great service.That's where all these issues were discovered. I had the lady send me photos of EVERYTHING that was wrong with the car I bought. The evidence is THERE.I now owe $12,500 on a PREDATORY loan with a predatory loan company. I thought I was financing through my bank!I had spent $5000 on a down payment! They got me good.I went to other car sales people and asked questions. I explained my situation. Turns out I was very incredibly gullible. I was strongly advised to lawyer up. I'm filing several reports as well.

  Customer Answer

  Date: 07/30/2025

  Dealership information below:

  ****** ******* Airport Honda

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

  ******* , NC 27617

  

  Business Response

  Date: 07/30/2025

  Customer Relations Manager contacted the customer regarding concerns with their recent vehicle purchase.
  
  Customer states that they felt rushed during the buying process and that they were under the impression that if for any reason they did not like the vehicle that the dealership would allow a certain timeframe to return the vehicle.
  
  States that although they declined the offer to return to the dealership the following day to make the purchase from the salesperson due to it being after business hours, they state that they needed to complete the purchase that evening because they had to work the next day. States they felt rushed with the paperwork because it was so late in the evening.
  
  Customer returned to the dealership two days later and spoke with the finance manager ******, who sat down with them and detailed everything in their contract that was signed the date of purchase. Customer left the dealership reassuring the salesperson and finance manager that there were no further concerns.
  
  Customer states that they reached out to a few lawyers regarding their issue and states that they were unable to obtain legal counsel that were willing to assist in this matter.
  
  Customer states that they are fully aware that the contract cannot be reversed and that they have complete ownership of the vehicle they purchased.