ComplaintsforJim Hudson Automotive Group

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on 2/20/24 as a trade. They gave my credit union 3 days to pay for the vehicle I purchased and they sent the payment in 2 days, but Jim Hudson GMC Cadillac have yet to pay my credit union for the vehicle I traded to them. I called yesterday because I noticed my account with the credit Union was withdrawn $553 which is my car note and also notice I now have 2 vehicle loans sitting on me. The car I traded to Jim Hudson and my new vehicle.I called my salesman Colin he didn’t answer or call/text back, I emailed the finance guy Arkelyeius and he didn’t respond so I called the dealership and asked for a manager and spoke to Dave. Dave stated they do a 20day payoff request but why in the world would you do that knowing car notes will be coming up within those 20 days?! Usually it is a 10day payoff at any reasonable dealership. I also noticed everyone is nice and responsive until they get your money. There was no emails/calls/texts thanking for my business or checking to see how I was doing with my vehicle. The biggest part of what I do for a living is customer service and retention. Being integral is huge and treating people the way you want to be treated is always a must especially when it involves peoples hard earned money that they can spend somewhere else! I want the money that was collected from my car note back because it was incorporated in that payoff balance received. I also want to speak to someone who is really in charge concerning this matter! Also I want to add that the amount my car appraised for 17,700 was deducted 700 because my credit said they were overcharging me for the car and refused to pay over 42k and some odd dollars so they agreed to pay the amount my credit union offered but deducted it off the appraisal amount but acted like they did me a favor and I also believe they charged me 500 for plates when I did a plate transfer.

  Business response

  03/06/2024

  Check was sent to the bank on 3.5.  Customer has not been charged any fees,  and the payment that was charged will be deposited back to her account once this check is processed. In essence we have paid more than payoff shows due, difference being the payment referenced in the customers statement below.

  Customer response

  03/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  Desiree J******

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my vehicle to the shop 3 times with the same issue. The 1st time they couldn't find or replicate the issue. The 2nd time, I brought it in during an active issue and they said the fixed it. Wrong. This time I again brought it in during an active issue and it has been three weeks. I have been without my vehicle for 3 weeks and the warranty company won't authorize a rental until the repair facility determines the issue and the work is authorized. Even thought I'm not a "Ford" technician, I suggested where to look for the issue and was blown off. In the end, my suggestion was where the issue was found. I don't know if it's a Ford Motor Company issue or this dealership, but it is ridiculous how long this has taken. In the mean time, I have juggled schedules for three weeks as I've been without my wife's car. I would love for someone to do the right thing and take care of a customer that's not there to get an oil change. This vehicle has been a headache ever since i got it and it's value has plummeted. The vehicle needs a new ECM, a wiring harness for the airbag system and there's an oil leak that needs repair. Part of the issue falls on the warranty company as well, but the shop has taken too long to get to this point.

  Business response

  02/14/2024

  Customer relations manager will be reaching out about a loaner vehicle.  We do show that the vehicle has been at dealership since 1/23/2024 and after speaking with Service Advisor, the technician has found the PCM to be shorting and needs to be replaced, the pigtail needs to be replaced on the airbag to correct that light, CV axel leaking and a motor mount collapsed. On the 5th Advisor spoke to the warranty company and they took 2 days to send an inspector out since we have been waiting for a response. Advisor  called again on 2.12 and sat on hold for 48 minutes before someone answered to tell him it has went to review. Until the warranty company makes a decision on coverage we can not proceed with any repairs.  

  Customer response

  02/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Philip Y********

• Initial Complaint

  01/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my vehicle at Jim Hudson Ford for warranty work and while it was in there care it was “broken into”. When a vehicle is in their care it should be locked and parked in a secure location. I am not sure when the theft happened, but it could have potentially happened in the shop by an employee if it was not in there lot. I fear that my vehicle was not the only vehicle that had items taken from it and Ford will do nothing about it.

  Business response

  01/19/2024

  I am sorry that this issued has occurred.  If you could let me know what items were taken or what items were damaged I will be happy to assist.  I can be contacted at **********************

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got home about 5 o’clock in the afternoon.I took the car back the next morning, 15 hours after I purchased it it was a piece of junk

  Business response

  10/25/2023

  This customer was not happy with the original used Edge that was sold to her and came in the next day with complaints. We offered to fix her concerns and she was not happy with that option and wanted a totally different car. At that point we took the used vehicle in at the cost she paid less 500.00 processing and put her into a brand-new vehicle with full warranty. We are not sure what she would have an issue with since we did do everything, we could to ensure that she was happy. 

  Customer response

  10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Pamela ******

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  September 14, 2023, we went to purchase the Audi A6 and Not an extended warranty coverage. When we left the dealership, we were given a USB Card, which could not be read by our computer. We requested printed copies of all contracts that were signed. There was no breakdown of the monthly payment for the vehicle or the amount of the monthly payment for an extended warranty. We were never shown or advised the amount owed for the vehicle we purchased. The contract that we signed should be null and voided because it did not provided a complete breakdown of the cost for the vehicle and payments. New contract should be executed for the vehicle only, we should not have to “refinance” anything, we contacted the dealership the next day, September 15, 2023. My wife called and left message advising that we had concerns in regard to the extended warranty and for the finance person to call us. We also sent a text, advising that we wanted to CANCEL the extended warranty. We received text message back from the Finance Manager, he advised “no problem. Just need your signature and the contract you want canceled check off”. To date the extended warranty has not been canceled.

  Business response

  09/25/2023

  General manager has talked to Both Mr. and Mrs. *******. They put a deposit down on an inbound A6 and most certainly knew the price of the vehicle before it arrived let alone before they went into finance. Complained that they couldn’t see the docupad due to glare and that finance manager should have gone over the price of the vehicle before going over protection options.  Finance manager goes the extra mile with EACH customer and prints off the docupad acceptance page and has clients sign again in ink that they know what they are getting and what the price is of each product accepted and declined.
  
  Customer stated that the USB with all the documents on it would flicker on their computer and that they couldn’t read it. Wanted Jamar to email them all the docs and were upset that he didn’t get this handled immediately, finance manager was arriving later that day and had a client here when he arrived.
  
  When cancelling products, the principal balance decreases by the cancelation amount but leave your payment the same. They did not agree to this as it was “the day after” and so they wanted us to recontract them. This was electronically funded immediately after the deal. We have contacted **** ** ******* and are looking to flat cancel the contract and recontract without the products. Should know today.
  
  Cancellations do not happen overnight. We request the cancellation, Audi approves and pays cancellation moneys out ONCE a month, typically first week of each month. Once we have received the funds we send to their lender. It would not show this early either way!

  Customer response

  09/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:  There no mention of the cancellation for the Extended Warranty of $12,226.50, and we require a signed and dated copy of the completed package for cancellation.  Our focus remains on the Cancellation of the Extended Warranty. 

  
  Sincerely,
  
  ***** *******

  Business response

  10/02/2023

  Cancelation of contract would also cancel the extended warranty plan.  attempted to have customer return to resign paper work but was notified they would be out of town until later in October.  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Brought a vehicle from this establishment and the check from **** ******* was $500 more because they discounted the car. They told me they would just cut the differences back after cashiers check cleared, it’s been 5-7 weeks and my father is up there and now they giving him the run around to not cut the check! I have it in writing that they promise me this and now they’re trying not to honor the price and basically steal $500 from me! I called over 3 times and was told the check was waiting on my Father to lick it up. Now he’s there and they’re saying they will mail the check back to the bank, so we called the bank and they said they need to give me the check because the loan has been processed at the full amount! I allowed the sale person to listen and now management is still playing games.

  Business response

  09/13/2023

  Which dealership was this purchase made at? 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2013 Cadillac XTS was brought into Jim Hudson Cadillac Service Department on Kaiser Hill Road for HVAC Diagnostics on 7/25/2023. The car was blowing hot air on the passenger side of the car and only cooling on the Driver side. Diagnostics were performed on my car on 7/26/2023. Upon pickup on 7/26/2023, I was told that the Air Compressor was gone- a $2,700 price tag. I paid ~$160 for the diagnostic services. At that time, I was also told that the OEM Air Compressor part (with only a 2 year warranty) was on back order and may not be available for a month. I was offered an after market part with a 1 year warranty. I requested more time to make a decision. Upon entering the vehicle, I discovered that the car was blowing hot air on both sides on this very hot day. I immediately spoke with the Service Manager, who then did a quick inspection of my car and who then informed me the pressures on my car was undetectable when meant that my car had no Freon. The information that I received on paper was just the repair costs for the recommended services-no details about the undetectable pressures/ no Freon level, etc. I have requested the diagnostic report with the measures performed on my car but after several attempts to call, text or email the service advisor, the service manager, or the general manager, I have only received a brief email from the general manager stating that he would work with the Service Manager and Services Advisor to get me the report. To date, I have not received the report or been contacted by anyone at Jim Hudson. At this point, I am not sure a Diagnostic was even performed in my car. Diagnostics performed at another repair shop in Early July 2023 indicated no problems with the compressor or Freon level. And shortly after I left the dealership, the car is currently showing no signs of a bad compressor or low Freon. I would like a copy of the diagnostics I paid for at Jim Hudson— and a refund.

  Business response

  08/10/2023

  Service Manager as spoken with Mrs. ******** and answered all of her questions and handled the issues.  

  Customer response

  09/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  On 8/28/2023, I brought my car back to the Service Department, as requested by them, to get the A/C diagnostics report I had requested from the original two-day service visit on 7/26-27/2023.  Evidently information about the diagnostics performed on my car could not be retrieved from the original service visit from their computer system – even on the same day of the visit.

  At the conclusion of the second visit, I was shown two short videos, however the only information they were able to successfully send me was a crude video of someone taping a laptop screen-- concerning a secondary issue they newly discovered on the second visit.  The Service Manager promised a response within 48 hours of the 8/28/2023 service visit with what, if any assistance could be provided from General Motors.  At that time, I was told that Jim Hudson could not offer any assistance on this issue-even though that was the original offer after the July visit. 

  This morning (9/7/2023), I finally received a call from the Service Advisor, confirming the pricing for the repairs of over $3,300 and a discount offer of 10% on the repair costs.   The Service Advisor could not tell me whether the discount was coming from GM or Jim Hudson. 

  Although I was provided with great transparency on the repair cost estimates (labor, parts, etc.), there is still very little transparency on what diagnostics were performed on my car.  To date, I am not sure what A/C diagnostics were performed on my car—but what I do know is that on both service visits, I brought my car there with the car cooling on the driver side and blowing hot air on the passenger side----and both times, I left the dealership with the car not cooling at all—on some very hot summer days.  So whatever diagnostics were performed appears to have further damaged my car.  It recovered after the first visit-but it appears to be a total failure after the second visit.

  So no, I have not authorized any repairs to the vehicle yet—because I still don’t know what happened to my car.  What diagnostic was done to determine the A/C Compressor failure—and how did they determine the Actuator failure?   I have a diagnostic report from another provider conducted in early July 2023 that totally contradicts this Service Department’s findings.

  And based on the latest response, I am not sure we are talking about the same car—because my car has not yet passed the 100,000 miles mark.  I have owned a number of cars and I have never had to replace the A/C compressor on a vehicle with under 100,000 miles.

  
  Sincerely,
  
  ***** ********

  Business response

  09/11/2023

  When we diagnosed your compressor issue we put in freon with a dye and then looked at it compressor with a special light (much like a black light).  You can see in the picture attached that freon is leaking based on the neon looking material 
  
  That is something that would have been caused with time and nothing that we did to cause the damage. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2023 I took my vehicle to the dealership referenced for the 15K Toyota Care Service. Upon pick up of my vehicle I was told that the rear alignment was not able to be completed due to something being wrong - no further investigating was done prior to picking up my vehicle. On April 2023 I took my vehicle back to the dealership referenced for the 20K Toyota Car Service and informed them of the issue found in February and asked for it to be further investigated and informed of the findings prior to picking up my vehicle. I was told that the rear control arms of my vehicle were bent and this was restricting my rear end to be aligned. I acknowledged what the technician had informed me and asked for a quote; the quote was for approximately $1300. I asked to hold off on fixing the rear control arms until it was affordable for myself and picked up my vehicle. On May 2023 I contacted an outside mechanic shop in Columbia, SC - Complete Car Care - and asked if a technician could take a look at the rear control arms and provide a quote to have them fixed; since I was told they were bent. The technician called from Complete Car Care and told me that the Toyota Service shop had led me astray; I had been lied to and nearly manipulated into spending $1300 unnecessary dollars. The technician from Complete Car Care assured me my car was in perfect working condition and nothing on my rear end as bent or compromised. On June 2023 I took my vehicle to Midland Toyota were again I was told nothing was wrong with the rear end of my vehicle and everything checked out fine. I was lied to and nearly taken advantage of $1300 due to lack of training, and knowledge. This is completely unacceptable behavior from such a well established company.

  Business response

  06/30/2023

  When we determined that the rear suspension was bent it was done by one of our Master Diagnostic Techs on an alignment rack that uses lasers to verify the suspension geometry.  Based on the readings vs the factory specs we were able to make the determination that those parts were bent.   Also attached are service records including showing the second visit no charge was made for diagnostic testing.  
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed $100 deposit on Cadillac lyriq in December 2022 with Jim Hudson Cadillac but have never received any communication from the dealer regarding my order so in May 2023 I requested a cancellation along with a refund as was the pre-order agreement. After several attempts to get my deposit back a sales rep called and told me my refund would be issued two weeks ago. I still haven’t received it and cannot get the dealership to reply again.

  Business response

  06/13/2023

  Full Refund has been issued.  

  Customer response

  06/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am having the hardest time canceling my extended warranties for my vehicle (2022 Chevrolet Tahoe). I sold my vehicle in March, so I have no use for the warranties anymore. All I needed Jim Hudson Chevrolet to do was process the cancellation and reimburse me for the unused portion. I got in contact with Borgardt L****** and he emailed me the cancellation form. He instructed me to fill it out and send it back to him; I did that and received no correspondence. I called and left multiple messages, but no one returned my call. I finally spoke with with someone from sales and she informed me that Mr. L****** was not there anymore. So she transferred me to the finance department and I left another message. I am so tired of being ignored. I can not get anyone to return my calls. I left multiple messages with the finance office, and no one has responded. I think this is extremely unprofessional! They called continuously when they were trying to get me to purchase my truck, but now they will not answer me. I will not recommend this dealership to anyone after my experience!

  Business response

  05/15/2023

  Cancellation has been processed and dated for the date that customer requested.  Customer should be receiving check in the mail.   

*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. ↩