ComplaintsforHerrnstein Auto Group

• Initial Complaint

  04/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  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

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 wrong

  Business response

  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

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  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

  09/22/2023

  Business stated this was already taken care of.

  Customer response

  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

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 correctly

  Business response

  03/01/2023

  Customer has been contacted by service manager and is set for appointment.

  Customer response

  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

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  09/30/2022

  Customer has been contacted via her choice of communication with options of help.  Dealership has yet to hear a response.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to pick my car up to have a new motor put in and found a paint scratch on my bumper. I called they said bring it in and then said they would take care of it. Weeks went by after i got the estimate and called back. They tried to play me off but i wasn't having any of it. They eventually agreed to paint the bumper. Me and my wife went to pick up the car and when i got out of your car i seen a big dent of the passenger side door well and door. I then checked the bumper and notice they just painted the scratch part and not the whole bumper nor did any prep work. We of course brought it to their attention and they said we would redo the bumper but not the door well. I said i had video of my car prior of dropping it of on your dealership and they didn't want to look at it. I wanted to speak to the owner and they brushed me off for 2 months, even threatened me with charges of calling out to get ahold of the owner saying i was being a threat. The owner finally got back with me, but only gave me 5 minutes of his time never let me say hardly anything he kept coming back saying if any one threatens me co- workers i want nothing with them. Truth be told the head Supervisor of the department i felt had it out for me after i insisted they fixed my bumper. He also had pictures of my car with the damages done to the door well, and said they were there prior to the cars arrival. I asked him if he had a time stamp on those pictures and he said no. We all know are phones today have a time stamp on them. With the way they have treated me i am so up for a full refund of my car. I just had a motor put in by warranty that i don't trust and they have damage the body up pretty good. I loved my car and i took real good care of it. They have taken that from me too.

  Business response

  09/26/2022

  Customer has been spoke to on numerous occasions.  He has called and harassed several employees, been into the store and threated employees with physical violence.  Customer is banned from our store and has been told to not contact us.  Please close this complaint as we are not going to entertain any requests from anyone that threatens our employees with physical and verbal abuse.  

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car Jan 2022. 28 days later the engine blew. It was towed back to Hernstein where they made the warranty repair. I got the car back two months later and it still did not run right. They’ve now had it and haven’t even comminuted with me for a month. Again.

  Business response

  08/29/2022

  Unfortunately, the warranty that is federally mandated on the catalytic convertor is expired now due to miles.  We have asked the manufacturer to make an exception and they denied our request.  If customer is interested in trading out of the vehicle, we will do everything we can to help.

  Customer response

  08/31/2022

  
  
  Complaint: 17747581
  
  I am rejecting this response because: 

  I have proposed this solution and reached out multiple times to the general manager Neal and he won’t return my calls or work with me. So I don’t believe this is how you want to solve my issue.
  
  Regards,
  
  ********* ********

*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. ↩