Hendrick Chevrolet

Buyer Beware - Hendrick Autoguard Warranty
I purchased a new 2014 Traverse with an Extended Warranty with Hendrick Autoguard. We decided to trade the vehicle in while still under the factory warranty (35k Miles). One would assume, that my extended vehicle warranty that I purchased in 2014 would be fully refunded, since I did not use any portion of that service.
I did receive my refund check timely, however it was for 30% of the value of what I paid. Turns out that the fine print says your Hendrick AutoGuard timing starts at the time of the purchase? In my book that is fraud. Why would I need double coverage, when the factory covers the car bumper to bumper. AutoGuard didn't cover brakes or tires, so you Hendrick can't even argue that side.
Save your money, do not purchase an Autoguard if you think you might want to trade out of the vehicle should your needs change.
Very disappointed with Hendrick, I purchased 3 vehicles there in the past 7 years. I will no longer purchase vehicles from this dealership.

I have received terrible service during my last 2 experiences with Hendricks which boarder on fraudulent activity on their part.My last two visits to Hendricks have left my vehicle with more problems than I had when I brought it in and in one case a problem created by one of their technicians was covered up. On the week of August 3rd through the 7th, a family friend had my vehicle to complete some work on the breaks. He determined that the car needed brakes and that the rotors were salvageable. However, he could not make time for the work. As such, I had to bring the car to Hendricks. They, in turn, provided me with a estimate that was nearly $400 more than any 3 other shops that I contacted and told me that the rotors were not salvageable. After agreeing to sell me lesser parts, they brought the price down to 750, still 150 to 200 more than other shops. They even tried to charge me for a tire rotation even though all 4 tires were off of the vehicle for the break work and to replace the rotors that I was told were salvageable.I was emailed that the vehicle was done and I had a friend give me a ride in that evening, only to be told that the car was not done and that there was a new problem that was not present when I brought the car in (with the rear break drum). I was told I had to pay for this too and I could not drive my car home. I was left with no car and no ride home, nor was I offered a ride from the service department. On my previous visit, I paid to have my AC fixed and when I picked the car up the AC only worked on the drivers side of the car. The technician had also turned all of the vents on the other side of the car away from the drivers seat and put the control lever in the off position in an attempt to keep me from noticing what had happened. This work also resulted in the lights on the dash being shorted out as well as the maximum output (5) only working sporadically . Something they would not resolve. I complained via Hendricks costumer service email and was never responded to. This is just another instance in a long line of questionable service by Hendricks. I know it is my choice to go there or not, and I should have stopped while I was ahead. They just happen to be the most convenient shop for me to get to and the maker of the vehicle. [redacted] is the service writer and [redacted] is the service managerDesired SettlementI want to be refunded for the last visit and I want someone to admit that they charged me for work that I did not need. I understand that they can not always know what their technicians are doing but this is unacceptable behavior by a business. Business Response /[redacted]/While we vehemently deny Mr. [redacted]'s allegations, we have refunded his 100% of his money. He was made aware of and authorized the repairs to his brakes. In his complaint he stated that he knew the rotors were salvageable, based on his mechanic friends opinion. We disagree with that statement based on the technical facts. The rotors would have been below the allowed thickness after shaving them. The question that we have been unable to obtain a satisfying answer to is why he authorized work prior to it being performed if he felt the work wasn't needed. We sgave him the technical data and he approved the work. He also stated in the complaint that he had contacted multiple shops prior to coming to us and out prices were higher. Again, why did he come to us. We tried to resolve this by offering to reimburse him for part of the repair. We feel like we were set up. This was his response to us...At this point, I would only accept a full refund for my last visit for both the necessary, and unnecessary work that was done to my vehicle. I have the measurements from the technician that had my vehicle prior to Hendricks. I have also turned over all of my past bills to the investigator for a full review of pricing and practices that is to be included in a report along with my paperwork from the failed inspection one day after Hendricks had my vehicle. In my opinion, someone should be held accountable for the unnecessary work, either the technician, service writer, or service manager. Please let me know your decision as soon as possible, as the NCSU news (news.ncsu.edu) department has offered to make the information accessable to all employees and students so that they can avoid these types of problems in the future. Consumer Response /[redacted]/Hendricks has since contacted me and refunded my money for the unnecessary work. I still feel that this company should be investigated for their shady practices but I will cease in my pursuit at this time.Thank you for all the help.

Sales lead me to think that my car would be ready in 2 to 3 days after purchase.I was mislead in purchasing a 2014 Camaro. On December 20, 2013, I purchased a 2014 Camaro with accessories as of this date January 13, 2014 I still don't have possession of the car. I was told the upon purchasing the car the accessories would be completed in 2 t 3 days after purchase. I have been lied to by several of the sales employees including the sales manager. Every week I have been told my car was going to ready and still not. I have received poor serve from the beginning including the paperwork. The loan weren't even correct. I told the loan officer about the error made before me signing the paper and he stated he made the correction. When I got home he still didn't correct the error made to whom to pay the car off. I was told once the spoiler came in the stripes would be put on. Now they say the spoiler is in but they have to wait to someone to come who doesn't come in on a regular basis to put the stripes on. I have received very bad customer service.Desired SettlementI feel I should receive half of my accessory money back because them mislead me when the car was going to be ready. I could have had a chose of going somewhere else to purchase my car but I put my trust in them.Final Consumer Response /[redacted]/Hendricks and I have came to a resolution.

Hendrick Chevrolet sold me a vehicle with known defects that were hidden in order to sell vehicle. Some of these were safety issues with the vehicle. 2005 Tahoe bought on 11/23/13 for $12,729.55 not including taxes ands fees. Hendrick was supposed to fix brakes when purchased. To date only useful repairs to brakes were done by myself and they still aren't right, Hendrick does not want to fix problem. Also many safety items wrong with vehicle including my kids car seats coming loose due to the seatbelts only being bolted down by two thread turns and coming unbolted while driving. Traction control is also damaged so truck cuts power while pulling into traffic, tc must be turned off before drivcing vehicle or else it is unsafe to drive. Litany of other problems hidden from me including a wheel that is damaged and won't hole air, bare hot wires under the hood and dashboard (that I removed and repaired), and many other small items. Headlights and tailights also hold moisture due to big holes being drilled in the rear of the housings, frequently have to replace bulbs. Hendrick inspected this vehicle and passed the state inspection on it, which should not have happened with the condition of the lights. Many other issues with the vehicle that need to be resolved. A complete list was emailed to Hendrick on 5/23/14.Desired SettlementRequest buyback of vehicle, minus mileage. Purchase price was $12,729.55 so subtracting mileage we feel like an $11,000 buyback is a fair price. The truck has been very well maintained during our ownership and is in better shape now than when we bought it due to me fixing some of the problems to try and make the vehicle safer for my family. Final Consumer Response /[redacted]/Conflict has been resolved, Hendrick has bought vehicle back for a fair amount.

Did not provide vehicle I purchased and placed a deposit on. They claimed the vehicle was stolen, but then stated it was "totaled"2015 Chevy Suburban LTVin: [redacted]XXXXXXI went to Hendrick Chevy Cary dealership. I purchased a 2015 Chevy Suburban that is listed above. The Suburban was at their Durham Southpoint Location. I placed a $500 deposit on the vehicle and was provided a bill of sale on the vehicle on 4/2/16 for just under $52,000. We were financing through the State Employees Credit Union so we had to wait until Monday to do the paperwork (writing of the check). My husband went to the bank and we completed all the paperwork for THAT Suburban. My husband and I had multiple phone contacts with [redacted] on Monday 4/4/16 (our sales associate), prior to going to the bank and while at the bank. She even quoted us on a DVD player in the Suburban. We completed the paper work at the bank and were about to sign, and I called [redacted] about who we need to send the check and to set a time to pick up the Suburban. [redacted] stated the Suburban had been stolen from Durham. She stated they were trying to find another vehicle matching the Suburban that was "stolen" for that price. She even stated that there was a 2016 Suburban we were previously negotiating to the price they gave us for the new 2015 Suburban. She then called back and stated if we paid about $7,000 more that she could place us in the Suburban on the lot she just promised she could get down. I contacted the Durham location about the "stolen" Suburban, they stated that I needed to refer all questions to the Cary location and stated "if they said it was stolen then it is stolen". My husband called the Durham location asking to test drive the Suburban, they stated he could and that they were pulling it around now. My husband stated he was coming from New Bern and to please make sure it was available. They PROMISED it was there. After my husband confronted the dealer in Durham about the fact that the Suburban was OURS they stated the vehicle had been "totaled".I have had multiple people call the location at Hendrick Chevrolet of Southpoint and to schedule test drive with the "stolen" and "totaled" Suburban. They took the appointments for our Suburban. The dealership took the money for deposit and promised the vehicle to us then when they were required to deliver they made up multiple excuses. NO ONE IS TELLING THE TRUTH, which is disturbing. We chose this dealer because they were reputable, but the vehicle isn't even reported as stolen.Hendrick in Cary stated they would NOT honor the price and would not provide a vehicle for the price they promised or the vehicle they sold, and no one has given us a clear answer and still are scheduling test drives for the Suburban that does not exist. In fact the Suburban is still listed on their website.Desired SettlementI want my vehicle I was promised or a comparable vehicle for the same price. They need to make up for their failing to provide the vehicle they promised. They caused so much stress, inquiries to our credit, and promises they couldn't, and time off of work so we could be at the bank for financing. I want my new car that was promised and I want the truth about what happened to the car. I also want to know why they are promising a vehicle they obviously do not have.Business Response Mrs. [redacted],I want to apologize for any frustration this situation has caused. When you came in this past Saturday, we showed you every vehicle we had in stock in Cary. Nothing worked. We located the Suburban at our Durham store via the computer. When we went to get it, we were told it was stolen. The reason that you were told it was totaled when you called Durham is the vehicle wasn't recovered for a long time, so the insurance company declared it a total loss. The Durham store is having the vehicle removed from their website. This all came to light on Monday, 4/4/16. That day when we attempted to alert you and try to work something out on another vehicle...you called corporate to complain, you lodged a complaint at the store and now this Revdex.com case. There was no way to know that the vehicle wasn't available at the time. We processed your refund at your request. We are happy to try and find another vehicle if there is one out there. Please let us know how you would like to proceed. Consumer Response We want nothing more than for you all to seriously re-evaluate your program to check your inventory, because apparently it is lacking. We initially went up to test drive a Tahoe when [redacted] called and scheduled a test drive appointment, we scheduled on Tuesday or Wed. for a Saturday test drive. When we get there the vehicle wasn't even there, it was in Concord. Also we recieved a notification from my bank that my credit was run on Saturday and Monday (the day you informed us the vehicle was stolen). The first was Experian and the Monday one was Transunion. Why would you run my credit again if the vehicle was stolen and we were financing with State Emplyoees Credit Union??? I am sure it was a lack of communication from finance and Sales. Also whenever we were told about the car being stolen [redacted] said she was "confident" that the other Suburban we were interested in could be done at the same price. Then calls back and informs us that the price could only drop about $400.00, seriously? I mean that is at least $6000 or $7000 more than what we were purchasing our promised Suburban, but that is considered working with us?? We are completely beyond frustrated because we had a $52000.00 check, multiple inquiries on our credit, multiple stories to what happened with the car, and everyone had a severe lack of communication and dealing with the situation. I would of thought you all would have liked to work a price on a comparable vehicle, since the error was on you all and not us, but that never happened. I expected a lot more from such a reputable dealer that is why we drove 2 hours to test drive a vehicle that wasn't even there, then bought a vehicle that didn't even exist. Also you say there was no way to know the vehicle wasn't available at the time is simply not true. Before you took our money you should have called your other location, have them walk the lot, look at the vehicle, and had that communication and verification. The Cary location failed us and the Southpoint location failed us. So yes there was a way to know if it was there, it is called looking. If you sell someone a $65,000 car you should make sure it is in your inventory. Now my credit shows all these inquiries for something we don't have and that was never an option because the car was GONE FOR 8 Weeks. But it is still on the website. Yes I filed complaints with anyone who would listen because you said it was stolen, they said it was totalled, and yet they are still making appointments to test drive it AFTER 4/4/16. But then to top it off last night Southpoint told us they can't test drive the vehicle because sale is pending. 3 stories. All we asked was for the truth and for you all to work on a comparable vehicle and we were the ones screwed over at the end and we still are. You all are out nothing and how is that fair that my husband and I spent our time, money, and stress for this? It is insulting. It really is sad because when we were there Saturday you treated my 6 year old son, who is special needs, amazingly. You all bent over backwards to make sure he had coloring books, ice cream, and entertainment, which made me feel really good about our transaction. That is another reason why this whole thing sucks because customer service towards my son was awesome, but then all this happened. I promise if you all came through on the deal you would of had a customer for life, but this whole sitaution is like a nightmare where you all are making us feel like somehow we were wrong. There is nothing you all can do to remedy this, not unless you can somehow take off the inquiries against my credit and contact the credit bureau to see what you can do.

Buyer Beware - Hendrick Autoguard Warranty
I purchased a new 2014 Traverse with an Extended Warranty with Hendrick Autoguard. We decided to trade the vehicle in while still under the factory warranty (35k Miles). One would assume, that my extended vehicle warranty that I purchased in 2014 would be fully refunded, since I did not use any portion of that service.
I did receive my refund check timely, however it was for 30% of the value of what I paid. Turns out that the fine print says your Hendrick AutoGuard timing starts at the time of the purchase? In my book that is fraud. Why would I need double coverage, when the factory covers the car bumper to bumper. AutoGuard didn't cover brakes or tires, so you Hendrick can't even argue that side.
Save your money, do not purchase an Autoguard if you think you might want to trade out of the vehicle should your needs change.
Very disappointed with Hendrick, I purchased 3 vehicles there in the past 7 years. I will no longer purchase vehicles from this dealership.","neg-1

Hendrick Chevrolet has refused to address my issues with poor sales practices, customer service, and inferior product.I was a recent customer of your dealership when I purchased a 2013 Honda Civic back in April. I am writing to you because I feel that I received a very unsatisfactory car buying experience and customer service. There are three separate instances that I would like to bring to your attention.I was pursued on multiple occasions by the woman ([redacted]) that sold me my car for dates. I found this behavior to unprofessional. I came to your dealership to buy a quality car, not a date.After the purchase of my car, my license plates did not arrive before my temporary tag expired. I called your managers numerous times for weeks. Not a single time did any of them pick up the phone or return my voicemails. Even when I visited the dealership, I was not given clear answer on when my plates would arrive. If you recall, I had call you directly in order to get an answer on what the problem and when they would arrive. This made me feel unimportant after I bought the car.Six weeks after I purchased the car, the entire navigation system had a major internal failure. Honda service center informed that the system must be replaced costing me $650. They also informed me that if this car had been inspected before my purchase that this failure would have been found. While I do not know if my car was inspected or not, it is very suspect that there is such a major repair so soon after purchasing a car from you. I hand wrote the general manager a letter outlining these problems, which he refused to respond to.Desired SettlementI would like Hendrick Chevrolet to respond to my concerns and pay for the cost of the repair.Business Response Mr. [redacted],We are in receipt of your concerns. We apologize for the salespersons behavior. Asking a customer on a date is not in accord with company policy. We recently consolidated our accounting department for the Raleigh market. That is what contributed to the tag delay. We should have been more responsive on the phone.As far as the internal failure on the navigation system, we will need some documentation from the dealership on exactly how we could have know there would be an internal failure in the navigation system 6 weeks after selling it. Please send this information as soon as possible.Regards,[redacted]Retail Operations Manager Consumer Response Mr. [redacted],Thanks you for your response. I appreciate your thoughts. I have already submitted documentation to your dealership about the navigation system. Do you still have it? I happy to provide it with you again . Please let me know the best to do that.[redacted]Final Business Response Mr. [redacted],Thank you for the copy of the repair order. What I really need is some sort of documentation to substantiate the claim that you made as the basis for your complaint to the Revdex.com. Here is what I need proof of...They also informed me that if this car had been inspected before my purchase that this failure would have been found. I am unclear on how we could have know that the Nav system was going to go bad in 60 days.Kind Regards,[redacted]

We t to buy a car! Signed paper work paid a down payment decided to not pick up said car! cancled and they still cashed a 2 grand check! Stolen money!After signing for a vehicle late they let us take our old vehicle home! We decided the next morning that this was not the vehicle we wanted! Canceled everything and spoke to [redacted] immediately that morning as soon as they opened. Upon asking them to cancel which they agreed to I instructed [redacted] to have our check sent back to us! He stated that it would be! Long story short... The day after we cancelled they cashed our check and no one will return our calls! They stole 2 grand from us! o have attempted to call and have left messages and no one returns calls or answers for this!Desired SettlementI want to know what happened and why they decided it's ok to keep someone's money that was supposed to be sent back!Business Response Ms. [redacted], according to our records, we have already refunded your deposit. We could not refund your money until the check cleared our account. It had already been processed prior to your cancellation. Have you not received it?

Terrible customer service. Talked on phone with salesman and he lied to my face!! After looking online at Hendricks Chevrolet. Com I found a GMC Yukon listed. I called them and spoke to a salesman who asked me for the stock number to see if vehicle was still available. I gave him the stock number and he informed me that the vehicle was still for sale and would I like to set up an appt. to come look and test drive it. So we agreed on a time for me to come to Cary, mind you I live an hour away with 3 small children in car. When I got to the dealership the salesman told me that vehicle was NOT for sale that someone had put a deposit on it 2 days ago! so the whole conversation over the phone was a boldface lie! I do not appreciate the dishonesty and I was very dissatisfied with the customer service me and my family was provided. I spoke with the manager who was there and he didn't seem too concerned either! If this is how [redacted] Hendricks Dealerships run there business it's a shame. I'm sure he would be happy to hear this!Desired SettlementIf the dealership is willing to work with us and help us like there website says then we might would consider talking.Business Response Mr. [redacted] and I spoke on the phone and the matter has been put to bed.More Info Received From The BusinessThe general manager called and apologized. Never asked us about would we like to come by and loo at a vehicle. Nothing.... He acted like he really didn't care! Very rude.

My oil was changed by them and all the oil leaked out in my driveway the same day.They towed my car back to the dealership and re-changed the oil. There have been 3 promises by them to send someone to remove all the oil stains caused by them to my driveway and garage floor. The last one being Saturday, 2/13 9 a.m. They never showed never called. I left a message and never heard from them.Desired SettlementThey need to come and get the stains off my property that were caused by their negligence.Business Response Ms. [redacted], We would like to apologize for any inconvenience this has caused you. We actually did have an associate at your home on Saturday 2/13 at 9:00a. He rang the bell and no one answered. He cleaned up the spills outside and then left. Your next door neighbor saw him and can verify. We did not attempt to enter the garage due to it being closed. The associate that came out will be in contact with you to come and finish the job.Consumer Response I was home at that time waiting and called [redacted] at 10 a.m. or a little after to ask where they were and were they still coming. Why didn't anyone call back then?Final Business Response Ms. [redacted],[redacted] rang your bell at 9am. No one answered. He came out personally to fix the problem. When you called him at 10:00am, he was on his way back from your home. He cleaned the spots on your driveway. Your neighbor can validate his story. When can we come back out to clean the garage floor?