Hendrick Motors of Charlotte

Great service at Hendrick. Brought my car in with starter issues. Diagnosed quickly, got a loaner within 10 minutes and out the door. great communication with service reps, emails, etc. Will be back when needed.

Horrible experience! Purchased a ML350 from here and before I had even made my first payment it was in the shop because it had left me stranded by refusing to start. They claimed they had no idea what was wrong. Chose the cheapest fix which was replace the push button starter and send me on my way. The next month it happened again. Back to the dealership. This time it was a code that needed upgraded and sent back home. This last time was the straw that broke the camel’s back. It left me stranded at night. Transmission completely locked up. Took 4 hours to get a tow. So in the dark I wait until 11pm for a tow. Dealership calls the next day. No progress. No idea what is wrong with it. Two more days later they replace a steering column module and hope that’s the fix. During this process the service men are telling me that this car is not typical and they would not feel safe putting their wives and girlfriends in this car with all the problems it is having. I go in to speak to the manager expecting with the prestige of the Mercedes name that they will want to stand behind their product and make this right. Instead I am told that my car has depreciated over the last 4 months and 9000 miles I had added to it by right at 10k less than my financed amount. I could only trade it in as if I didn’t want it anymore and eat the cost of the difference. Infuriated I argue. My anger turned to tears at how they could be so indifferent to a faulty vehicle that they sold and even though it was still under warranty and getting fixed for free it was leaving me stranded around once a month. I have missed work. I am afraid to drive it period. What happened instead is I went to Mercedes of South Charlotte which is not a Hendricks owned establishment and dealt with people instead of a bottom line and even though they made nothing on the ML350 they put me in the Mercedes name was restored and they have gotten a return customer in me. The service Dept at Hendricks was the only positive thing at that place. I wouldn’t recommend anyone to purchase a vehicle from them and to the manager that made me cry I can only hope he gets the fortune to own one of their vehicles like he sold me! Disgusting to the Mercedes name!

Service is ok but Mercedes should be since it is at a2−3X premium versus regular quality shops. Sales is priced high and then they try to impose a ridiculous mandatory $ 695 admin (paperwork must be really tough in Charlotte?)fee and and sneak it by consumers!.? Fees like that are illegal in other states because they are exploiting customers. So I bought a Mercedes in Oh for thousands less and a reasonable $ 295 admin fee. I don’t mind paying a fair price but refuse to pay and uninformed and inflated price.

Extremely unprofessional I called for a RX 330 that they had for sale. The sales rep checked (clyde I think was his name) and said it was in stock and the managers are in a meeting and will call me back. Called back again an hour later they said that same thing, called again in an hour spoke to Jim I think he is a manager and he told me that they sold it earlier. Wasted my time and energy for nothing. Seems like a incompetent dealership to me.

Five star customer service all the way! I found a CPO vehicle (1-​owner, just off lease), with the best price for similar cars nationwide (just above USAA and American Express certified prices). I contacted the dealership after hours via email, and received a prompt response in the morning. I brought my own financing, and was able to secure the deal over email/​phone within a matter of days, and picked it up in less than a week. The dealership is beautifully decorated (Mercedes…nothing less would be acceptable), and the shop was immaculate. My client advisor (Shea White) was always available, and the finance manager was on point. No forced sales or «rust proofing» shoved in my face, which is exactly what I wanted. The entire sales team were professional and courteous throughout; everyone that passed by me while waiting seemed cheerful and offered a «how are you?!» even though they had nothing to do with my purchase. Even when I returned home and realized a pretty significant oversight on the used car that I had just purchased, the staff went above and beyond to «make good» and really demonstrate how committed they are to customer service. Any other dealer could legally have flipped me the bird and moved on, leaving me appropriately with no legal recourse… but Hendrick Motors did a fantastic job at not only reassuring me that I had made the right decision, but ensuring that they had a repeat customer for life. For the record, I didn’t even buy a Mercedes from them, and they treated me with nothing but professionalism and respect.
Great Job, Hendrick Motorsports. My only regret is that I live so far away from Charlotte! The next time I’m in the market for a luxury vehicle, they’ll be my first stop.
To those of you perusing the reviews and reading the other 1-​star complaints… I would take them with a grain of salt (eg. completely disregard) and give them the benefit of the doubt. I went in with the attitude that if ANYTHING felt wrong about the sale I was going to walk out the door and buy another cross-​shopped BMW down the road. I had no reservations with giving them my business, and encourage you to do the same if you’re in the market. Do your homework and come prepared. This is a professional place of business, and if you come in unprepared and in over your head you’ve brought it on yourself.

Called in to inquire about a vehicle they claim to have in stock on Independence Blvd. I was told that someone would contact me within 24 hours. 48 hours later I contacted them via email and informed them that as a consumer they didn’t act as if they wanted my business. I later received a email from a second person stating the had other vehicles available, not mentioning the vehicle I was interested in. Then again I received an call from a third person stating the vehicle I was interested in was located in CA and he would be happy to have it shipped but the cost would be additional due to the transportation. He apologized and seem sincere. He offered to assist me in finding another vehicle that was conveniently located, after I informed him of what it was I was looking for. He stated he would email me vehicles I may be interested in. That was almost a week ago. I’ve heard nothing more from Hendrick Motors. So I assume it’s safe to move on. Horrific customer service. Despite me purchasing my last vehicle from them which was an excellent experience, I cannot and won’t say the same about this experience.

I have tried calling the service department since 7:30 this morning. It’s now 8:51 and after repeatedly calling the number listed on the website for service there is NO ANSWER. Why state that you have service hours starting at 7AM when you don’t have someone to answer the phone to SCHEDULE a service appointment.
This isn’t good customer service… its horrible customer service and I’m tired of it.

Brad Smith will go above and beyond to provide excellent customer service and do everything possible to make your car buying experience the best possible. He is extremely friendly and knowledgable and is someone that you will want to work with.

The service they provide is superlative AND consistent. I have always been treated with uncommonly genuine respect. They are mindful of your wallet and your time. Plus, that «little bit more» that they seem to give to every customer make you feel special.
Special alone doesn’t cut it, though so here’s the bottom line: I’ve always received not only great service but great advice about my service. I don’t know why you’d want to go anywhere else.