Rick Hendrick CDJR Duluth’s EV Headquarters

Resolution: **UPDATE — NOVEMBER 2026:** Following my formal complaint, Hendrick Automotive Group arranged an independent inspection and fully reimbursed my September service bill. I appreciate General Manager John DeHass and Corporate Client Care Supervisor Chad Woods for their involvement in reaching a resolution. Although my original experience was disappointing and affected my trust in the dealership, I believe in acknowledging their efforts to address my concerns and make things right. (Original Post) **Longstanding Customer — Extremely Disappointed in Service Management, Workmanship, and Accountability** I have been a loyal Rick Hendrick customer for years, purchasing multiple vehicles and spending thousands of dollars on maintenance and repairs. Unfortunately, my September 2026 experience with the service department at Rick Hendrick Chrysler Dodge Jeep Ram in Duluth has seriously damaged the trust I once had in this dealership. On September 11, 2026, I brought my 2019 Chrysler Pacifica in after a check-engine light and diagnostic scan indicated a misfire. My vehicle was driving relatively smoothly, with only minor sputtering upon startup that morning. After waiting approximately FIVE HOURS at the dealership in my wheelchair, I was initially advised that my vehicle needed spark plugs, an air filter, and a rear engine mount. I authorized the initial repairs involving the spark plugs and air filter. However, as I was preparing to leave, I was unexpectedly informed that my vehicle was now running significantly worse and required approximately **$6,500 in additional cylinder head repairs.** Imagine bringing your vehicle to a dealership with relatively minor driving symptoms, only to be told hours later that it now requires thousands of dollars in unexpected engine repairs. Naturally, I wanted answers. I requested to speak with Service Manager **Darin Nelson**, hoping he would provide clarity and reassurance. Instead, I experienced what I considered condescending, dismissive, and unprofessional communication. He repeatedly interrupted me, spoke over me, and raised his voice while I attempted to explain my concerns. After personally inspecting my vehicle, Mr. Nelson confirmed that it was running rough. During our conversation, he told me that a technician had overlooked a piece of broken spark plug that had fallen into the cylinder head. Despite that explanation, he questioned whether the technician was responsible. **That conversation left me deeply concerned about technician oversight, quality control, and the dealership's willingness to accept accountability.** At one point, Mr. Nelson asked, "Mr. Pruitt, what can we do to make you happy?" I explained that I believed the dealership should cover the repair costs as a gesture of goodwill given the circumstances, communication problems, and concerns about workmanship. My request was declined. **What makes this experience especially troubling is that I live with paralysis and depend on a wheelchair for mobility.** My Pacifica is my only vehicle and is essential for medical appointments, daily responsibilities, and maintaining my independence. I also live on a limited, fixed income. I explained these circumstances to management. I was not asking for special treatment. I was asking for fairness, transparency, competent workmanship, and respectful communication. Unfortunately, I left feeling dismissed rather than valued. Approximately one month after the repairs, my check engine light comes on and third party diagnosis suggested relation to recently prior repairs by Hendricks. **My greatest disappointment is not simply that mechanical problems occurred. It is how I was treated when I asked legitimate questions about the condition of my vehicle, the quality of the work, and financial responsibility.** After years of loyalty, I expected much better from an established dealership.