ComplaintsforHenson Brand

• Initial Complaint

  05/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We did a nationwide internet search for a jeep wrangler and found the exact one we wanted. On a Friday evening we called Henson Jeep and spoke to *******. He was helpful and we committed to buying the jeep. We offered a deposit but was told it wasnt necessary. The next day, Saturday , we spoke to the finance manager and we agreed that our credit union had the best deal. Our credit it great so there wasnt any concern about approval. First thing Monday morning we called our credit union and they approved the loan. They spoke multiple times over the phone with the dealership to make the final arrangements. The next day we spoke with the dealership and they received verification that funds were being transferred. This was at 2pm. We received an email with the bill of sell and a text from **** saying congrats. Around 8 pm that night we received a call from ***** saying there was a mix up and he had sold the jeep that night. He told us a long series of things that we found out the next day were completely fabricated. In fact we were told that he told the other customers that if they hurried and signed the papers it was theirs even though both our salesman and the finance manager said we had bought the jeep. After a very heated discussion with ***** that night he told us they would call us first thing in the morning to let us know what will happen. ***** also confirmed to us that our funds were received around 1400 and apparently we found out later that his conversation with the other customer wasnt until 1700 or later. The next day No one called us but we did speak to our salesman over his personal phone and he verified that ***** had lied to everyone and basically stole sell from multiple people. We called the dealership 3 times that day to speak to anyone and were told they would call us back but no one ever did.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought vehicle 3/23/2022 and still awaiting spare key. Was told when getting vehicle spare key was misplaced or lost by someone at dealership. Was told a replacement would be ordered and notified when ready. Never received a phone call, so I called Salesman "****" claimed that **** wasn't allowing orders for replacement keys yet, but would let me know when able to order and get to me. Again never heard anything called back and got same story from Salesman, but this time he wanted some personal information such as insurance and such which was odd. Again never heard anything this time I spoke with Sales Manager don't recall name but he said he would look into and get back to me. Never heard anything, so February ************************************************************************************************************************************************************* with "new" Sales Manager "******" I believe was his name. He asked about the situation and I told him which he said the Salesman "****" was no longer there, which I said imagine that. He said there was no record of anything in the system, so he would need to get with Parts Manager (already gone for the day) and he would also need to get with **. Took my information and told me they either he or the ** would be in touch. Fast forward a week nothing finally called myself in which Sales Manager quickly got me with ** in which I again told him about situation. As well I asked if I needed to go on ************ to slam them in order to get anywhere which he didn't seem to concerned, but said he would look into. He did call back and tell me key was ordered and they would call when in. Fast forward almost another week and nothing. I spoke with my local dealership and they said they could have me a key next day. Another concern I have is the fact they don't allow you to get your own financing which I quickly refinanced after I bought vehicle and saved 5% on my interest rate. Would say buyer beware.......

  Business response

  02/27/2024

  I apologize for the inconvenience.  Please email me directly a receipt for the key and programing from your local **** dealership.  I was not aware of the issue. 

  I would have offered.to reimburse you since you live in ********.  Please email me i will process and check and get it right out to you. 

  Should you have any other concerns please call me directly?

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

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

  Operations Manager 

  Henson Brand Dealerships

  ************ cell 

   

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle from Henson Ford 5/1/23. Henson Ford included after market options, Gap and a service contract totaling $14,595 that were not discussed with me at all or as additional charges to the price of the vehicle. Unfortunately I fell victim to the fast talking, deceptive sales practices used to confuse people into signing something that they don't entirely understand. I was not provided with any contracts or info for any of **************** options or Gap. In mid June the Finance ****** told me that the service contract had been cancelled but in October I found out it was not. Finally, after much persistence, in early July I was provided with a handwritten breakdown of **************** options but still no contracts or identifying information. I submitted a cancelation form in July for 3 items but they did nothing with it.In October I finally received copies of the missing contracts after reaching out to the general manager and through a long process was able to get all cancellations submitted.There isn't enough room on this form to tell all of the mistakes or misdeeds of Henson Ford but here is where I'm at over 8 months later.In October my lender received a check for $4,430.59. They prorated the refunds for the Gap and 2 of **************** services that were short of $335.41.In November my lender received $3,213.00. I have yet to receive a breakdown of this amount that makes sense from Henson Ford. Henson Ford said they sent a check to my lender in December for the $335.41 shortage but my lender hasn't received it. To date, $7,643.59 has been refunded out of $14,595 that I have been trying to cancel since May 2023. I am still due refunds totaling $6,951.41 from Henson Ford.l let them know in May/June 2023 and more recently that I want to refinance the vehicle. I've been unable to do so because of the pending refunds and continue to pay interest at a higher rate as well as on the thousands of dollars still due to me.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2023 ram **** November 3rd 2023. We agreed upon ********* total price. They tried to sell me an extended 3rd party warranty and I said NO 5 times. I was shown papers with no extended warranty or charge for it. When changing my insurance over I noticed the papers I signed were not the one I was shown. The finance director ******************* switched the papers and charged me $2250 for a 3rd party warranty. I immediately called and *********************** sent a cancelation form which I signed and returned. That was November 8th. I called December 7th and was told *********************** was out for extended time so I spoke with ******* who then stated she will find our why it has not been fixed. Now it's 2 months later I'm paying interest on that charge. Anytime I call no one on finance is available the manager will not take my call or call me back. I have been scammed and I just want that money paid back to the finance company including the interest. Please help

  Business response

  02/27/2024

  Mrs.Flake 

  I am sorry this has gone on so long. I see here we canceled your extended warranty 11/08/2023 and a refund of ******* went to ***** financial services. , 

  This has been processed as you requested.  I am sorry feel like this was not disclosed i did review the contract for signatures and they are present on all documents.

  I apologize you could not reach any one in finance should you have any questions in the future call me directly.

   

  **************************;

  Operations Manager 

  Henson Brand  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was going to buy a 2018 ****** Sentra from hendson brand advertised at $14,400 they got everything approved and then said it was $16,9999 I said no that's not the advertised price this was the end of March 1st of April they advertised it online for $14,400 I have pictures

  Business response

  04/17/2023

  I am sorry for the inconvenience. I pulled the file and see where you were trying to purchase the Sentra.  I am not sure what happened with the deal.  I would be happy to work with you to finalize a car deal .  I looks like that unit sold the beginning of April.  Please reach out to ***** your salesperson to review what we have in inventory that will work with the approval we have on file. 

   

  **************************;

  Customer response

  04/17/2023

  Complaint: 19942963
  
  I am rejecting this response because: they need to take action on what they put online and not try to charge another price I don't know whether I want to work with them or not they were not very nice
  
  Regards,
  
  *******************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car in for service shortly before the Christmas holiday...the original estimate was $1600 from ****** in the service department...then the estimate went up to $5600 because of "motor damage". A $4000 increase was a huge jump but ****** assured me the motor would be redone with a warranty so I agreed. I then got a loan to cover the $5600. Today they called and said they made an error (they forgot to include labor) and it would be $8300 or so. I don't have that much. I just want them to honor the $5600. Regards ****

  Business response

  01/20/2023

   

  I am sorry for the issue i understand you have already picked up and vehicle for the priced agreed upon . 

   

   

   

  **************************;

   

  Customer response

  01/24/2023

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

• Initial Complaint

  11/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was the recipient of promotional material that was intentionally deceptive. This deceptive promotional opportunity is associated with the Grand opening of the Henson Chevrolet dealership in ************, *****.The material offered prizes to lucky recipients. The promotion ran from Nov 25th, to Nov 30th of 2022. Prizes had to be claimed by Dec. 3rd, 2022. The promotional material did not properly disclose the conditions needed to win designated prizes. Additionally, the consolation prize was not as depicted on the promotional material and a generalized term was used with the intent to deceive consumers. The prize image is of significantly higher value and quality to the consolation prize actually given out.The material was arranged in such a way as to suggest winning conditions. The lack of proper disclosure on winning conditions allowed consumers to draw incorrect conclusions on winning status. This deception resulted in taking leave from employment to make a 100 mile round trip to the dealership and back under the false assumption of having won a significant prize. Had the promotional material been honest and forthcoming with the details of the promotion, I would not have made such a costly trip as I would have been able to determine that the gain would not have outweighed my expenses.

  Business response

  12/14/2022

  Occasionally, we have an invitation sale directed by a 3rd party company.  A game piece mailer is sent out to individuals with the intent of highlighting our dealerships, generating interest with potential new or used car buyers, and offering a chance to win a prize just for visiting our stores.  Recently, we had a Grand Opening Sales & Giveaway Event sponsored by ************************** Company.  All of the advertisements in the mailer have a full disclaimer printed or posted somewhere on them. In each case the flyer that was sent out had a disclaimer on the back that explained the contest rules. Clearly stated Customer Must "Match Winning Number ************** Posted At Dealership To Determine (Which Prize) They Have Won." It further stated the odds of winning etc... All of the events are fully insured through a company called Hole In One.  The intent is to have winners but in most cases the invitation goes to over ****** potential clients.  In the event the client does not win one of the larger prizes, we still give everyone a gift "just for stopping by". 
  

   

  **************************;
  Operations
  

  
  

  Customer response

  12/14/2022

  Complaint: 18478340
  
  I am rejecting this response because: The disclosures on the back of the flyer fail to define the prize board or even remotely describe the fact that numbers on the prize board will not match the numbers from the combination box. The language of the flyer is intentionally deceptive regarding the "winning combination" while failing to define what is meant by "winning combination" and specifically referring to the device attached to the flyer as the "combination box." The purpose of the "winning number" that is disclosed on each flyer was not defined anywhere in any of the text or disclosures. Furthermore, the text containing the combinations that constitute a winning flyer were deliberately paired with an image of a prize above the numbers in an attempt to wrongfully suggest that a prize may be associated with that number.

  These issues aside, the flyers deliberately misrepresented the products being offered as prizes. The consolation prize in particular was misrepresented on the flyers. The image depicted as the prize that would be won was of what appears to be an Apple brand smartwatch. The flyers failed to disclose the estimated value of this consolation prize while deliberately misrepresenting the actual consolation prize that would be given out. 

  I encourage you to look more closely at the flyers in question and present any proof that contradicts what I have stated here. The reality is that all of this could have been avoided by being honest in your prize offerings and properly define ALL elements required to win, as I can assure you that elements regarding the "winning number" were deliberately withheld from the disclosures on the flyer.

  
  Regards,
  
  *****************************

  Business response

  12/15/2022

  I am sorry the response does not satisfy you.  But this program is provided by a third party.  I will make sure in the future if we do another third-party sale that they are clearer in their marketing. 

   

  **************************;

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I found the car online and applied for credit and contacted sales. After a week, the car was not ready for sale due to a windshield replacement and I declined to pursue the purchase. When applying for financing, they asked for a photograph of a down payment check, a copy of my ID and proof of insurance, although I never provided the check nor did I ever visit to the out of state dealership. Upon declining the purchase, the next morning an *** deposit based upon the photograph of the check, posted to my account. I emailed sales and told them I was not purchasing the car and to refund my money immediately. Two days later, the finance department contacted me to confirm cancelation of the purchase and said they would refund my money by check within 7 to 10 days. Not wanting to wait the 10 days, I contacted my bank to stop the *** withdrawal. Within days, they had sent me to a collection agency because I had stopped payment on my downpayment check. I have never signed a single document, much less a **** of sale or a bank financing offer. I have never been to that dealership, I have never seen that car. I have never purchased the vehicle or taken possession of it. They never had signature authority to do an *** withdrawal. I want a cease and desist immediately.

  Business response

  07/26/2022

  I am not sure who sent you to a collection agency because we do not report receivables to an agency for collection.    The letter may have come from the 3rd party company who guarantees the checks . Then the dispute would be with the company who reported it to the agency .  I am sorry it is not us.  Contact the agency who holds the collection they can give you the information who reported the debt to them.  

   

  I am sorry we could not help with this.  No funds have been collected by Henson since you cancelled the ***** So no balance is owed to us. 

   

  Call me should you need any help 

  ****** Williams 

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

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed a $100 deposit down to build a **** Bronco utilizing Henson as my dealership. After an agonizing wait, I received emails from **** confirming that my vehicle was scheduled to be built, photos of the vehicle coming off of the assembly line and finally that it had been shipped to Henson. When I contacted the salesman I had been dealing with, he indicated that the vehicle would arrive between July ****. On July 3, I was notified that the vehicle had arrived. Due to my wife's medical condition, I had planned on having a few days to get finances in order (selling my old vehicle and financing). Henson sent the price of the vehicle which was $11,000 over what I was quoted. They then ran my credit for $15,000 over the quoted price resulting in my credit being declined. On July 6, I was told I had until noon the following day to pay the elevated price (which included a $5,000 extended warranty I had not asked for) or the vehicle would be sold. My vehicle was sold that following weekend. Aside from the unethical business practices, my complaint is that I have tried repeatedly just to get my deposit back that was provided two years ago. The dealership refuses to respond to my requests. At this point, I simply want my deposit back.

  Business response

  07/19/2022

  
       ****************** did put down $100 through the **** site to reserve a Bronco.  The Bronco was ordered and scheduled to arrive around the end of March or early July.  ****************** was made aware and knew the Bronco was coming in.  The Bronco came in and sat on the lot for 7 days waiting for him to either provide his credit application or secure his own financing.   He finally sent us his application and his credit score was below the approval threshold  with multiple high dollar charge offs. We also got an application on his wife whose credit score was about the same . We initially submitted his application with gap and warranty at 70k and decided not to **** up the Bronco, but to sell it at MSRP.  When the deal was turned down by the lenders due to credit, not price, we gave him the option of providing us with some info that he could get it approved at his own bank.  He never gave us the info we requested, and we sold the Bronco to another person.  ****************** had adequate time to secure financing and I will get with the back office and see what we need to do about his $100 refund he did online with ****. why here...

  We have contacted the customer and advised him we will send him the $100.00 deposit so he does not have to wait for **** to process it will we will work with **** to get the refund. 

  Customer response

  07/20/2022

  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.  I would like to point out however, that the justification is not correct.  I was never offered the vehicle at MSRP.  Instead, the vehicle was sold presumably at the elevated price.  I would also point out that, per my bank statement, my credit was run for $75,000, not the $60,000 that the dealerships claims to have offered me.   
  
  Regards,
  
  ***********************

• Initial Complaint

  03/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle from this dealership. In the contract they are to provide me with a spare key. When I inquired on 2/19/22 they stated it would be two days. I was notified three days later 2/23/22 they key arrived and had an appointment set Friday 2/25/22 to pick up the key and have it programmed to my vehicle. I received a call when I was 10 mins from the facility on 2/25/22 that the key in fact had not been ordered and would be rushed in to arrive on Tuesday 3/1/22. After no contact I inquired 3/3/22 With ******************************* the status of the key and was told she was out of the office and the key should be in she would let me know tomorrow 3/4/22. I inquired with ******** on 3/4/22 the status again and she said she was in meetings. It has been two weeks now and they have not fulfilled their promise in the contract to provide a spare key with a retail value of $400. Please help me receive a frim response of when they will provide the key and stop ignoring and giving me the run around.

  Business response

  03/08/2022

  I am located your tickets attached the that unit.  I reviewed the repairs and see all items were addressed.  There is nothing noted regarding electrical tape or a repair to that component. 

  As with all used cars there are times maintained items must be repaired or replaced.  I am sorry you have had to make some repairs .  Wear and tear items are not covered under warranty so i am not sure if you purchased an extended warranty if it would have helped. 

  At this point there is nothing we can do regarding the issues you have had. Should something else come up please come by the store i will be happy to try to help with any repairs i can by discounting or assisting where we can. 

   

   

   

  Customer response

  03/09/2022

  Complaint: 16843786
  
  I am rejecting this response because:

  This response has absolutely nothing to do with the complaint filed.  My complaint is in regards to a spare key owed for the vehicle purchased and their response is about electrical tape and a repair ? Doesn't seem like they bothered to read the complaint or understand what is going on.
  

  
  Regards,
  
  ***************************

  Business response

  03/09/2022

  I am sorry . It looks like this crossed with someone else complaint.

   

  I just pulled the history on this account. I apologize for the issue regarding the key .  I just spoke with ************************* with *************** . The key fob is in . There is an insert that goes inside the fob looks like should be here Friday , he is trying to find one local . He will reach out to you soon as he locates the insert.  I am sorry for the lack of communication from ******** .  I will address this with her.   Please contact me directly should you have any other issues  

   

  ****** Williams 

  ************ 

  Customer response

  03/10/2022

  Complaint: 16843786
  
  I am rejecting this response because:
  
  After informing ******** I would be submitting complaints I was told the key was there and ready. She even contacted me yesterday stating the key was ready. Now in fact youre telling me the key is still not available. I have already taken one three hour round trip to pick up the key and the only thing your dealership said was sorry its at my expense. And once again your sales team has tried to get me to take yet another three hour round trip to pick up something that is not ready. How difficult is it to provide a key that every dealer around me has in stock and can program/cut same day? This is being rejected because you still have not provided the spare key per the contract nor made any attempts to correct the three hour wasted trip to your facility. I want a firm date the contractual agreement will be fulfilled. 
  
  Regards,
  
  ***************************

  Business response

  04/26/2022

  this was resolved weeks ago i responded and the customer accepted the  fix. 
  ********************************
  

  
  

  Customer response

  04/26/2022

  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.
  
  Regards,
  
  ***************************

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