Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 20, 2024, I walked into H **** looking to purchase a $4000 vehicle unfortunately the car was not available so the sales associate walked me through the lot to see if there was anything else I could possibly be approved for. We chose a car thats value decreased while sitting on the lot to $9000 upon approval they told me I would need to put down $2500 to purchase a vehicle. Drove off a lot and 20 minutes later the car began to overheat and died. The dealership had the car towed back. The following day I called the dealership and they said they were going to fix the car. I told them that if anything happened to the car again, I would not be purchasing or moving forward with the purchase. The manager ***** understood. Two weeks later I was told to come pick up the vehicle. When I got to the dealership, there was no tag on the vehicle so I waited two hours for them to find it. Unfortunately they did not find it so they had to issue me a new tag and registration. Once again, after driving off the lot finally, the vehicle broke down again and was towed back to the dealership. The manager ****** told me he would not be able to get me out of the payments or the contract and I was stuck. I did contact the lending agency that the dealership has every opportunity to pull me out of the contract, but the manager says they will not. It has been four weeks and I still have no vehicle.

  Business response

  09/10/2024

  In respond to this complaint the dealership reached out to the customer and they are working it out

   

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a used vehicle from HGreg Orlando on 03/26/24. Less than five days after purchase, check engine light appeared and gas meter mileage was changing constantly (have a video but it is more than 5 mb). Advised dealer who took the vehicle in for repairs under warranty. The vehicle was worked on twice but the same issues persisted after both repairs. Attempted to get a third repair and documentation of work that was done but denied both. Dealership that vehicle is no longer under warranty however I have shown proof to them that the same issues is going on despite their supposed repair attempts. Can provide more information such as contract that was signed on upon need. Have filed complaints with the ***, local DMV, and Florida Attorney General.

  Business response

  09/10/2024

  In respond to this complaint customer car was fixed twice even though the vehicle was purchased AS-IS  customer also did not buy an extended warranty at time of the purchase

  Customer response

  09/16/2024

   
  Complaint: 22224793
  
  I am rejecting this response because:
  
  The same issue that the car went in for has not been resolved despite HGreg stating they fixed it. I have not been given any documentation showing the work that they have done. When I asked they did not offer a document as they stated it was not within their policy. Instead I was given three separate copies of the same sheet that the sales *** requested service to ***air for the vehicle. Also, no offer of an additional warranty was given as an option to purchase. That was unheard of. A complaint has been filed with the *********** as well as other agencies regarding this situation. We also have the contract that was signed upon time of purchase as well as video proof of ***orted issues still occurring.

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

  Business response

  09/18/2024

  In respond to this complaint we are willing to look it over again and depending what the outcome is we might or might not cover it.  Depending what the cause for the check engine light.  It might or might not be the same problem that is causing the light to go on again

  Customer response

  09/21/2024

   
  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.
  

  I will need the best phone number to reach someone and schedule the appointment. The number on ****** for the Orlando location at ***** always disconnects and I have been called by different numbers associated with HGreg in the past. If we can schedule here than that works as well. I also have a recent video of the issue with the fuel gauge which has been going on since the vehicle was purchased. I live in **************** now so it is difficult to get out to Orlando so quickly. I am off ********* and Thursday and I work overnight. I would need the vehicle back the same day if there are no issues. I have no other form of transportation.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was purchasing a vehicle from them and put 7600 cash and 100 on my debit card as downpayment. Luckily I was smart enough to get it inspected by this party because it needed ******** in repairs. After w week they gave me a check for the cash I gave them but said they had to refund the money the same way they recieved it (I gave them cash, they gave me check not the same thing) so the 100 would have to be put back on my debit and it could take up to 7 business days. Well it's been two months and they won't answer my calls or respond to messages and still haven't returned my ******

  Business response

  09/03/2024

  In respond to this complaint  we needed ********s credit card to issue the refund.  At first ******** did not want to give it to us.  I proceeded to call her once we received the BBB complaint and she gave me the credit card info to issue credit.  Refund was issued

  Customer response

  09/04/2024

   
  Complaint: 22230749
  
  I am rejecting this response because: I did provide my debit card at the dealership and they made a copy of it and had me fill out a form regarding it the same day I picked up the check for the cash payment on the deposit.i have still not been issued a refund. 
  
  Sincerely,
  
  *********************************

  Business response

  09/17/2024

  In respond to this complaint customer did not want to provide copy of credit card.  I called customer and she provided the credit card and a refund was issued

   

   

• Initial Complaint

  07/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Advertised price has up charges on it of $1500 for a protection package which actually brings the price up to $17198 and they say this is in the fine print. Not only is this a deceptive practice it also is false advertising.

  Business response

  08/05/2024

  In response to this complaint all our charges are disclosed in our website and in person prior to customer purchasing vehicle.  All protection plans are put on the vehicle prior to selling them and can not be removed

   

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2029 Buick Encore from the hgreg business. After a day we noticed several issues and reported them in writing.The battery then failed on Day 2 and they left me stranded, when we did manage to get in back to the seller they said nothing they can do about the battery and there was no leak. There are pictures showing all oli that has dripped on road and as you pull away. They failed to call my dad back on the issues. I spoke with the sales lady and she said to bring in in today 7/11/24 and waited for over two hrs for them to say there is nothing they can do. At the end the manager said come back tomorrow and we can appraise your car

  Business response

  07/22/2024

  In respond to this complaint customer was aware buying car AS-IS and signed a document stating it.  In addition customer signed an affidavit stating they could have gotten the car inspected by a 3rd party prior to purchasing it.  Also customer was given the opportunity to trade in the vehicle

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am requesting for HGREG to give me a full refund for the vehicle that I have purchased. I requested a full bumper to bumper warranty and had 5000$ cash in order to purchase the warranty for the vehicle. HGREG documented on the sales contract:1. luxury wrap (bumper to bumper) warranty 2.maintenance warranty that included brakes, and hoses. 3.Hi Tech warranty that covered electronics.I was told that the three different warranties would cover electric, mechanical and maintenance, and bumper to bumper everything else. Instead HGREG applied my 5000 dollars to the principal and then purchased 3 different roadside assitance for the vehicle the contract and sales agreement lists them as warranties. There is an additional warranty that covers interior of the vehicle and some exterior paint issues that was mandatory and that warranty only covers cloth interior. The vehicle I purchased has leartherette and not cloth. I have repeatedly requested cancelation of these warranties, HGREG ignores my requests does not return phone calls or gives me false information. On April 9 I went in person and signed the cancellation request. I was told the cancelation would take up to 90 days. I checked with my lender and there has been no such request. Apparently, HGREG emailed me, additional forms with no notice and ignored the forms I filed in person. I am prepared to file a claim with the dealerships bond company if this continues. I am hoping they care about their reputation. Falsifying records is no way to do business. My mechanic called the warranties that were on my paperwork, because it shows clearly that the vehicle has very specific warranties. He said those were companies he does business with all the time. Each company explained that although they provide coverage for mechanical breakdown, my vehicle only had roadside assistance. I request a full refund of the cost of this vehicle since Hgreg has not met with the terms of their own contract.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Purchased a 2022 ****** Tundra from the Orlando dealership on March 6th 2024.-As I drove it off the lot that day the truck died and had some issues before I even made it out of the gated lot. I went back inside and gave the keys to the sales person. He took the key and said he would get it fixed and let me know when it was done. He texted me the next day and said it was fixed. I came down and picked up the truck.-On May 24th the truck dashboard lit up like a Christmas tree and after some digging I found out that the truck had some recalls on it that needed to be fixed that looked like they related to the lights that came on. I called ********************* ****** in ************* and booked an appointment to bring it in. I dropped it off after making an appointment on 5/29/2024. ****** at the ********************* Dealership informed me that the truck had previously taken a bullet that went through the radiator and caused some issues with overheating. This was never disclosed to me when I purchased the vehicle. He called me on May 30th 2024 and informed me the engine needs to be replaced because the cylinders in the engine were scored and damaged. To replace the motor I was given an estimate of $34,420.00. I was informed I needed to bring the truck back to HGreg dealership and get my money back because this was not disclosed and was caused from previous damage that was never known or told to **** was informed by a lady at HGreg that she needed to get some of my info and a manager would be calling me back shortly. I was then hung up on. I called back and got a voicemail recording. I called back a minute later and someone answered, but as soon as I heard a voice they hung up the phone. I called back immediately two more times and got the voicemail recording both times. I left a message with my information and have yet to receive a call back. I finally reached someone on June 3rd who sent me to the service department. I was then informed its been too long and I was out of luck.

  Business response

  06/06/2024

  In respond to this complaint customer was fully aware buying the car AS-IS and signed a disclosure.  In addition customer signed another disclosure stating they had the right to get the car inspected by a 3rd party prior to purchasing it.  In addition customer also was offered to purchase an extended warranty at the time of purchase

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Do not ever, EVER, EVER go here to buy a vehicle. We flew down in April to help my daughter buy a car. She bought it from HGreg in Orlando on a Friday - two hours later the check engine light came on. We went back Saturday and the manager on duty told us the service **** was closed and to come back on Monday at 9 am - he said he would be there to take care of the situation. My daughter arrived at 9am and guess what - the manager wasn't there and the other manager on duty wanted nothing to do with helping our daughter. My wife and I called only to get nowhere with the receptionist - she kept transferring us to a voice mail that was full. After about our fourth time calling, our next 5-6 calls would be picked up and immediately hung up without speaking. Then our calls would not even go thru - I'm sure our numbers were blocked. I then called the Doral main office and told them what was happening - they were not happy to hear about what was going on and apologized. And then wouldn't you know it - the manager who was supposed to be there to meet my daughter 'suddenly' called us. He told our daughter to bring the vehicle in ****, which she did. They said it needed a couple of parts and that they had to order them and they would be in a couple days later (on WED 3/27) and they would call her and get the vehicle straight in. Guess what - she has not heard a word from them. And our calls will still not go through. Take it from me - do not EVER consider buying a vehicle from HGreg Orlando. They are the worst scam artists in the auto industry. And btw - no matter what number they give you to call (even when they say its a 'direct line'), the numbers ALL go to the same system where you can never get an answer and cannot leave messages. I would give HGreg Orlando a -5 if I could. Be forewarned about them. HGreg in Orlando is a SCAM and they are rip-off artists.

  Customer response

  06/13/2024

  HGreg reached out to us with a financial settlement for the repair cost of the vehicle. The company apologized for the incident. We accepted the settlement and consider the situation resolved.

  Customer response

  06/13/2024

  HGreg reached out to us with a financial settlement for the repair cost of the vehicle. The company apologized for the incident. We accepted the settlement and consider the situation resolved.

  Customer response

  06/14/2024

  I need to now remove my review. How do I do that?

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got forced into buying an extended warranty loan from hgreg I asked them if I had to get the add on and 4 of their employees including my finance agent told me that the add on was mandatory and when I called the extended warranty company they told me it wasnt mandatory to purchase the add on protection plan so after I went back to hgreg to confront the liars they told me I couldn't cancel still and that they weren't going to help me cancel it I feel I've been taken advantage of by this conglomerate I just want this warranty canceled

  Business response

  05/27/2024

  In respond to this complaint some warranty are cancellable.  Please ask customer to email me so I can send him the forms to fill out for the warranties that are cancellable

   

   

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a car from Hgreg on 3/10 a day later I was contacting them about a noise coming from the front end. They put the car in the shop on 3/21 and found out the rack and pinion was broken, the transmission bell was broken and the driver side cv axle was broke . They kept the car for 10 days and claimed the work was completed. The car was still making noise after I picked it up and come to find out the rack and pinion is still broken. They claimed that they did all the work and are refusing to fix the car. This car wash purchased for our 17 year old daughter and her life could be in ***** way while driving a car that could lose power steering.

  Business response

  04/23/2024

  In respond to this complaint customer brought the vehicle back to our service department and it was fixed on 04/19/2024

  Customer response

  04/23/2024

   
  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,
  
  *********************************

*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. ↩