Business Profile
New Car Dealers
Herrnstein Auto GroupHeadquarters
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Complaints
This profile includes complaints for Herrnstein Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:09/28/2024
Type:Service or Repair IssuesStatus: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 used 2018 *** forte5 sx on September 4th and within ********************************************************* limp mode, I called they said I had to have it towed to them, I put premium gas in is and lots of sea foam and hit the check engine light to go out, a week later the positive battery terminal melted and burnt a hole in the battery cover, now the car is revving really high and saying battery discharge warning *** check engine light is back on saying engine control system issue, this has been the worst car buying experience I have ever had, I would never recommend buying a used car from Herrnstein Hyundai.Business Response
Date: 09/30/2024
Our service and sales manager both have asked customer to have the vehicle brought to the dealership in order to diagnose/repair the issue. We will do this whenever the vehicle is brought in.Customer Answer
Date: 10/02/2024
They said this car went through 120 something point inspection I dont see how they missed a corroded and deteriorated positive battery terminal along with a 150 amp alternator fuse getting so hot its melted the fuse along with the battery terminal cover all within 2 weeks of having the car.Customer Answer
Date: 10/04/2024
The car was towed back to Herrnestein Hyundai on 10/2/24 at around with, the 150 amp alternator fuse getting hot and several service lights on and when the alternator fuse melted it somehow messed up the radio touch screen.Customer Answer
Date: 10/11/2024
Picked up the car on Friday October 11th at around 2-2:30pm got almost to ************,**** and the infotainment system went out again and the car went into limp mode again, drove the car back to *********** Hyundai going about 45mph while in limp mode with the flashers on, I believe it is the *** which is the powertrain control module which is part of the powertrain and should be covered under my 3 month 3000 mile powertrain warranty.Customer Answer
Date: 10/11/2024
I feel at this point the car needs to be bought back because the car started having problems within 72hrs of owning the car and Ive gave the the opportunity to fix and its still not fixed, I think my next step might be filing a complaint with the Ohio attorney General.Customer Answer
Date: 10/12/2024
From the day I sit down to do paperwork for the car the lady kept pushing the extra warranty, she kept saying to me take the warranty, take the warranty, I feel thats the reason they kept pushing the warranty they knew something mechanically was wrong with this vehicle and it shouldnt have been sold, I made that statement to the General Manager of Herrnestein Hyundai when he told me to have the vehicle towed back to them and he would have the car looked at and or repaired.Customer Answer
Date: 10/15/2024
******* service manager I believe called and said the infotainment screen is fine and the car isint in limp mode and since no check engine lights was on it had no stored codes and I need to take it to **** I asked him what about my 3 month ***** mile powertrain warranty he said I need to take that up with the sales team, I asked him to have the tech to drive the car as his personal car for a few days to see if the problems would reappear he said he would ask him to do so.Customer Answer
Date: 10/15/2024
Pic of all the dash lights onCustomer Answer
Date: 10/15/2024
Infotainment screen messed up.Customer Answer
Date: 10/15/2024
Infotainment screen messed up.Customer Answer
Date: 10/15/2024
Infotainment screen messed up.Customer Answer
Date: 10/15/2024
Infotainment screen messed up.Customer Answer
Date: 10/15/2024
Infotainment screen messed up.Customer Answer
Date: 10/15/2024
Infotainment screen messed up.Customer Answer
Date: 10/15/2024
Infotainment screen messed up.Customer Answer
Date: 10/15/2024
Within 200 miles of having the car its check engine light is on and its in limp mode.Customer Answer
Date: 10/15/2024
Burnt 150 amp alternator fuse and battery terminal.Customer Answer
Date: 10/15/2024
Burnt 150 amp alternator fuse and battery terminal.Customer Answer
Date: 10/15/2024
Burnt battery terminal cover that almost caught on fire.Customer Answer
Date: 10/15/2024
Burnt battery terminal cover that almost caught on fire.Customer Answer
Date: 10/15/2024
Burnt battery terminal cover that almost caught on fire.Customer Answer
Date: 10/15/2024
Burnt and melting battery terminal coverCustomer Answer
Date: 10/15/2024
Car in limp mode with check engine light on within 72hrs and within 300 miles of leaving the dealership.Customer Answer
Date: 10/15/2024
This is what appears just before the car goes into limp mode.Customer Answer
Date: 10/15/2024
This is what appears just before the car goes into limp mode.Customer Answer
Date: 10/15/2024
This is what appears just before the car goes into limp mode.Customer Answer
Date: 10/17/2024
10/17 I got a call from Doug Hunsinker he said they have had a Kia service tech come look at the car and no codes are stored in the system and several people have driven the car including himself personally driving it to circillville 35 min there and 35min back and it drove fine but the infotainment screen was cutting in and out so they ordered a new one and it will be in on the 22nd, I inform him if the infotainment screen was starting to cut in and out then it was getting ready to go into limp mode, he seamed kinda aggravated by my comment and I then again requested for them to drive it to Wheelersburg ohio and then back to their dealership in Chillicothe to see if it would go into limp mode he said he would see what he couldCustomer Answer
Date: 10/17/2024
If you have a customer saying exactly what will happen to their car and when it will happen I don’t see why the service department won’t do what the customer ask them to do, the car has went in limp mode on me three times and I’m telling them it’s a wiring issue not an infotainment issue.Customer Answer
Date: 10/18/2024
22352165. I have had this car go into limp mode 3 times after driving it for an hr and a half or more, first the infotainment screen cuts in and out, then a check engine light, then within 10-15 min the car goes into limp mode, I’ve asked them to drive the car for at-least an hr and a half and see if it goes into limp mode, Doug the service manger did say he drove the car today himself and it drove fine but the infotainment screen did cut in and out he ordered a new radio, I told him it’s not a radio issue it’s a Power control module that’s getting overheated and shutting down the car but Doug doesn’t want to listen to me.Customer Answer
Date: 10/19/2024
22352165 The car needs to be drove an hr to and hr and a half, try to use the Bluetooth button on the steering wheel, say text one of your contacts, that’s what the infotainment screen will cut in and out, then pull over shut off the car then try to drive the car back, everytime that’s when the car goes into limp mode, then I take it back to the dealership and they let it sit for 3 days and whatever over heats resets it’s self and then they tell me the car is fine, I know It sounds crazy but it has happened to me three times now.Customer Answer
Date: 10/22/2024
22352165 The infotainment screen was suppose to be in today I’ve told them it’s not an infotainment screen issue that shouldn’t cause the car go into limp mode, they don’t want to take responsibility they are kinda refusing to drive the car the 1hr and 30 min and then the 1 hr and 30 min back to the dealership, I’ve told them several times driving the car 20-25 min it’s not going to cause it to go into limp mode, I’ve also told them not everyone lives 20-25 min from the dealership, I live an hr and 20min away and I can’t even get the car to my house. Once the infotainment screen gets put in the car it has under 80k and is under 7 years old so it qualifies for the free concierge/valet service so the car can be brought to me this time cause I’m tired of picking up the car to get an hr and 20min and for it to go into limp mode and then they will say to me yet again well I need to get it back to the dealership. I’m over this car and the service department I feel I was not sold a roadworthy car it’s anything but that.Initial Complaint
Date:08/11/2024
Type:Service or Repair IssuesStatus: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 2013 ***** Civic LX sedan on 8/07/2024 from Herrnstein car dealership. I test drove the vehicle with the salesperson (I didn't have my insurance yet, so she drove not myself) and everything seemed fine. I did not get the vehicle until the following day due to needing cleaned. I had the vehicle in my possession for less than 24 hours. The next morning 08/09/2024 a check engine light came on that was NOT there when I purchased the vehicle, I called the dealership promptly upon seeing the check engine light to try to resolve the issue and they just said "it's as is, there's nothing we can do". I believe they cleared the check engine light to sell the vehicle, as it was not there when I test drove it with the sales person *********************. I was in belief that the vehicle was in good running operation and was not disclosed of any problems or issues by the dealership, otherwise I likely would not have purchased it, especially for the cost I paid ($8244.69) and I haven't been driving the vehicle out of fear it will cause more damage. I am on disability and can't afford a huge repair bill.Business Response
Date: 08/19/2024
Car was purchased as-is. Customer signed an as-is disclaimer, therefore, there are no warranties, and customer is responsible for any and all repairs.Customer Answer
Date: 08/19/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22124489
I am rejecting this response because: I agree I bought the car as is..but again, the check engine light was NOT on, nor were any issues disclosed to me before I purchased the car. So I bought the car under false expectations.
Regards,
*********************Initial Complaint
Date:04/12/2024
Type:Sales and Advertising IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to trade a vehicle in solely to get rid of some negative equity. The salesman told me it would wipe all my negative so I could resell it and not have to pay negative out of pocket. Well turns out I walked in 6 000 dollars negative and I left about 14 000 dollars negative after he showed me a false resale value on his computer.Initial Complaint
Date:02/14/2024
Type:Product IssuesStatus: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.
Last year I bought a brand new 2022 Hyundai Tucson SEL Package in the time I have had the vehicle it’s been in the shop numerous times for either engine or transmission issues.being it has also been towed there twice.i am still having issue with the transmission the vehicle shifts hard or not when it’s suppose..they say nothing is wrongBusiness Response
Date: 02/19/2024
On 12/15/22, vehicle was in our shop for the first time since purchase for oil change/tire rotation(normal maintenance). Second visit to our shop was on 3/31/23 for oil change/tire rotation(normal maintenance). Third visit was on 7/20/23 for oil change and tire losing air pressure, which was found to be punctured and was repaired. On 8/11/23 vehicle was brought to our shop for a check engine light; vehicle was diagnosed to have a faulty injector and was replaced. Our shop has not looked at Tucson for any other issues. We would be happy to inspect the vehicle at customers convenience.Initial Complaint
Date:10/31/2023
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Jeep Wrangler Sahara Unlimited from this dealership in 2020.
In early 2023 I took the vehicle to an auto body shop to have damages repaired from an accident. The body shop pointed out that the vehicle had a factory defect. The paint around the top & bottom of all 4 doors, all door hinges, rear & front/hood had spots where the paint started to bubble up due to a substance that was on the vehicle prior to it being painted in the factory. They had fixed the front/hood as that is where the damage was & it was then that they uncovered the defect.
I called the dealership immediately & was offered no assistance & they were extremely unkind. The vehicle was/is still under warranty plus I had purchased an extended warranty. Yet I was offered no resolution whatsoever.
I called Chrysler to try & get the issue resolved & it was at that time I was informed that the vehicle was still under a Canadian warranty & still titled to a car rental business in Canada (despite having purchased the vehicle in the US in 2020). I’m still working with Chrysler MONTHS later to try & resolve the issue which they have documented as an unethical business practice & have filed a complaint against the dealership on my behalf as well.
I have tried since the beginning of 2023 to resolve this with the dealership to no avail & I would like it to be documented for the public so others are aware of the unethical practices of this dealership. I would HATE for someone else to fall victim to what has happened to me.Initial Complaint
Date:09/16/2023
Type:Service or Repair IssuesStatus: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 having trouble with my 2013 Kia optima it was shutting off then a day later it started knocking real bad in the motor and was unable to drive it. I called herrnstein Kia dealer ship in Chillicothe and they said there was a recall on the motor and they would replace the whole motor for me under the recall. I had my Kia optima towed to Herrnsteins Chrysler,INC. 133 Marietta Road Chillicothe Ohio 45601 on 8-17-2023 they had it for several weeks and then called me to tell me my radiator was leaking from the neck and wouldn’t hold fluid they offered to fix it for $875 and I declined that. So they said it would need towed back to my house. I had it towed to my son house on 9-9-2023 so he could fix the radiator. He started the car to check the leak and there was no leak in the radiator and the fluid was full. When he started the car it sounded really bad and oil was shooting out the cap and also blue smoke was coming out the exhaust pipe in the back of the car. We have not driven it cause the motor is no good that they put in it. So the problem is the motor is still blowed. Also they have screws in my door handle that they didn’t stick back in my motor and I told them about it and they said that I could have it towed back there and they will put the screws back in. I have payed both tow bills to and from herrnsteins. When I called to explain what was going on they were rude and told me it was a new motor and they wasn’t going to fix this one.Business Response
Date: 09/18/2023
Vehicle failed the pressure test on the radiator and leaked coolant. Engine was tested and checked out after install, including filling all fluid levels. We did not recommend driving vehicle to prevent damage until radiator leak was addressed. That repair was declined at our shop. We will not cover the cost of a tow until we inspect and deemed it was from fault of ours. We will inspect vehicle any time customer can get it here. If any further questions, please contact **** ******, service manager.Initial Complaint
Date:08/23/2023
Type:Service or Repair IssuesStatus:UnresolvedMore 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 past week I went to Kia at Hernstein to get my car repaired. I was having trouble with the car’s stop/start function. Sometimes it wouldn’t start or would just shut off. When it did start, I’d have to push all the way down on the accelerator to get it to move slowly. They told me the problem could be fixed for approximately $1300 which I paid when I picked up the car. After I got it back it had the same problem, even before I could make it home. I called to get a refund or to bring it back to get fixed. I was told by the manager and the director of service that “it was a start at getting the problem fixed” which was not at all what was agreed on. They also said I would have to pay them more money to fix the issue I brought it in for. My car is my livelihood for my job. Now I’m out $1300 and my car isn’t fixed. Very poor service.Business Response
Date: 09/22/2023
Business stated this was already taken care of.Customer Answer
Date: 10/01/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20510718
I am rejecting this response because:
My car was not fixed. The original complaint to the garage was not addressed. They fixed others issues but not the problem I actually needed fixed. I paid $1400 and broke down before I made it home.
Regards,
******* *****Initial Complaint
Date:02/20/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been given the run around on my car since November , no one wants to give a clear explanation as to why it is doing what it’s doing or why they did not order the part when I requested them to I stead I have to go a month without my auto working correctlyBusiness Response
Date: 03/01/2023
Customer has been contacted by service manager and is set for appointment.Customer Answer
Date: 03/10/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 19437124
I am rejecting this response because: it was not completed in a timely manner and according to the paperwork the recalls were not completed, although I have receipts showing they were.
Regards,
***** ******Initial Complaint
Date:02/13/2023
Type:Service or Repair IssuesStatus: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.
This dealership grossly mishandled the repairs on my daughters car (that I took in for her and paid for repairs for), they keep charging me more and more money for what is essentially them not knowing what's actually wrong and trying to charge me for every procedure they do until they figure it out. I don't have money to pay them for the process of elimination, I am paying for a repair. I can't even get home after visiting this place before the "repaired" car is having another issue.Business Response
Date: 02/14/2023
The service manager spoke to customer today and we are fixing an issue to help resolve the problem with the vehicle at no cost to them.Customer Answer
Date: 02/24/2023
BBB called the consumer using an automated calling system. The consumer replied with a text message with the number 1 indicating that their complaint was resolved and could be closed - see below for details:
***** ******** ****** ****** ******** Herrnstein Auto Group Feb 24, 2023 12:45 PM Initial Complaint
Date:09/22/2022
Type:Product IssuesStatus: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 2018 grand jeep Cherokee on 7/25/22 at the sales price of 35000. after purchase the computer screen started to laminate down and my computer would randomly turn on the clock constantly and had moisture behind it. I called herinstein. ****** from the service department had me bring in the car, looked at the the radio and stated he would give me a call the next day. This was before my 30days on 8/24/22. I never did hear back from ****** so that following week on Tuesday I decided to go into herrenstein wanting to purchase a different vehicle which was due to the radio problem worsening and messing with electrical things. They appraised the vehicle that day at 35000 and stated they would cancel out the cancelables and that would leave me with 2900 neg equity. They were very non cooperative in trying to help find a vehicle this could be tacked on top of. When I left this day they were supposed to be helping me find a car within my range and ordering me a new radio. Since this day the whole electrical system has went haywire turning on my ac /heat/heated seats when it wants, turning on lights when it wants and more. I and my mother have spoke with 3 different mangers and many other people in the last month regarding the worsening of the computer system and still no radio. No effort in finding cars that will be able to have my negative equity. Nor was I ever offered a rental while waiting for the part. I drove around in 90 degree weather the other day unable to turn of the heat all because of all the moisture behind the computer system. I completely just leave it off. I can't use any functions on the system period. yesterday after attempting to talk with another manager and no help was given. I dropped the car off with a note stating I was dropping it off under the agreement of 35000. I also contacted the bank and told them herrnstein was now in possession. They filed a executive complaint. Herrnstein still has not contacted me.Business Response
Date: 09/30/2022
Customer has been contacted via her choice of communication with options of help. Dealership has yet to hear a response.
Herrnstein Auto Group is NOT a BBB Accredited Business.
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