ComplaintsforHonda of Jonesboro

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had appointment for Monday, February 13th, 2023. The Manager explained the technician looked at the vehicle "thinking" it was the spark plugs. When I heard the word "thinking" a red flag went up. I asked, he thinks it’s the problem? Manager's response, he is the technician, took out the spark plugs and looked at them. Would a diagnostic check not have flagged the plugs? I was stunned. I was told a diagnostic check would cost $125. I agreed to pay. At that time, I was never shown the diagnostic review. I question if it was completed especially after the nebulous diagnosis. I was charged a miscellaneous fee of $12.50. I inquired, it's a standard charge for everyone. The bill showed "Shop supplies". My total bill was $149.19, which I paid. I had to make a return appointment for Thursday, February 16th but cancelled due to lack of trust. After completing customer survey, I received a call from the General Manager on Friday, February 17th. We finally spoke around 12:25 pm on Tuesday February 21st. We discussed my situation as well as his inquiry of the events. He explained their approach is to take the least expensive way to potentially fixing a problem. He seemed very quick to refund my money and I was under the impression he would send me my diagnostic which he stated he reviewed. The Service manager called me back a few hours later to refund my money. On Tuesday, February 28th and Tuesday, March 7th I sent an inquiry via website requesting my diagnostic results. I did not receive my results nor a follow up call. I contacted Honda HQ on March 11,2023 explaining my experience and requesting if they could help obtain a copy of my diagnostics. They basically explained they could not do anything since since each dealership is independently owned and operated as well as they do not have access to information. I did not mention names out of respect for those individuals.

  Business response

  04/18/2023

  I, ****** ********** General manager Honda of Jonesboro, spoke with ****** ********** after our dealership received a poor survey response regarding his visit to our service department.  I call any customer who states they had a negative experience to have a personal understanding of their experience at our dealership, receive feedback, and discover training opportunities to correct any errors made for the future.  When I initially spoke with Robert, he expressed his concerns and frustration with what he felt was dishonesty from our service department.  I told him I would take some time to review his visit, his diagnostic report, and visit with all parties who worked with him during his visit.  After pulling his file and speaking with the advisor and technician who were assigned to ******** vehicle I realized we could have made his experience more pleasant and immediately wanted to correct his initial experience.  When I called ****** back I discussed what I had found during my visit with the team.  ******** appointment was delayed due to a back-up in our service department that day causing a time crunch for time for Robert.  The advisor working with ****** was still in his training phase and should have explained what the technician had found in a better way than "he thinks this is the fix" or gotten the service manager involved for a more thorough explanation.  When diagnosing the vehicle, the technician initially found that the spark plugs needed replacing.  The spark plugs could contribute to the customer's complaint.  The technician recommended starting with a spark plug service as he believed this would repair the customer's complaint ruling out more extensive and expensive repairs initially.  The advisor stated that ****** was in a rush to leave the day of his appointment and had rescheduled for a later date.  The advisor stated that he would type up the full diagnostic report on the day of his return as ****** needed to leave.  I advised the advisor that we do not type up diagnostic reports at a later date, they need to be completed before customer's departure and the customer given a copy. Therefore, the technicians notes were not documented on a diagnostic report for the customer.  After my investigation with the team I felt it was fair to give ****** a full reimbursement for his initial visit as the experience was not up to our standard.  I stated this to ****** when I returned his phone call for an update.  I informed ****** that the advisor should have given a more detailed explanation of the technician's recommendation.  I also informed ****** that the diagnostic was not typed up correctly and would like to schedule a time to bring the vehicle in, the technician and myself to review the spark plugs with him showing him how they failed and how a failed spark plug would cause a vehicle to perform.  I also stated to ****** that if our recommended repairs did not fix the complaint we would not charge for a misdiagnosis.  ****** stated he did not feel like he could trust our service department any longer but appreciated the call and the offer of reimbursement.  I was understanding of how ****** felt about his experience and assumed he appreciated the reimbursement and explanation.  I also felt ****** would call me directly if he ever decided to visit our dealership again as I asked him to reach out to me directly at any time for anything.  I told ****** I would pass the information on to our service manager who would be processing his reimbursement.  The reimbursement was processed and I have not spoken to ****** since our initial conversation.  I was under the assumption the issue was resolved and I would hear from ****** if he ever felt he could use our service department again.  We would love to work with ****** if he decides to use our service department again, showing him the experience we desire to give all our customers and correct his initial experience.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Honda of Jonesboro on October 27, 2021. The vehicle quit on me December 23,2021. My vehicle has been at the dealership since December. They gave me a loaner to drive for 2months to drive until they resolved the issue with *** because that who my warranty was with. Factory warranty. I was told *** wouldn't honor the warranty and it was nothing they could do but fix the vehicle for me. I agreed by now it's the beginning of March. So now I'm with out a vehicle no loaner and til this day no one knows anything about my vehicle and why it is not fixed. They gave me the run around about parts for 2-3 months. April they supposedly had everything they needed to fix it. May 23,2022 my car is not fixed and no one knows anything. I'm always told they will check things out and return my call but I never hear back from them until I address the issue again. It's been almost 6 months I just need answers and I don't want this to happen to anyone else they know they sold me a lemon now I guess they just going keep the truck that I been paying Car note and insurance on for 6 months with no vehicle.

  Business response

  05/31/2022

  Customer brought vehicle in for service complaints in December.  We informed customer that since she did not purchase an extended warranty at the time of purchasing the vehicle, warranty, if any remained would be from the manufacture.  We stated we would reach out to *** on behalf of the customer to try and help the process.  *** informed us that the vehicle was no longer covered under the manufactures warranty and we informed the customer.  The customer stated she would like to try and trade in the vehicle if possible to avoid paying for repairs.  Unfortunately, we were unable to trade the customer into a different vehicle at the time.  Customer continued to use our loaner vehicle without making a decision on repairs.  Once we informed customer we would need our loaner vehicle returned and a decision made on repairs the customer elected to have the vehicle sent to *** for repairs.  We do not have the repair equipment necessary to repair this vehicle that is the reasoning the vehicle was sent to ****  At this time we can no longer provide a loaner vehicle.  We have informed the customer that *** may be able to provide a loaner vehicle, being that they will be performing the repairs needed. We have tried to assist any way we can with communication between customer and ***.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I get all my service done at Honda. All of a sudden, this past month in a half I've been having problems. 1st, the lady that works there keeps calling me to come get my recall done and every time I do, it's a problem. I always drop my car off early in the morning, by the time I get off work, it's never been touched. 2 weeks ago I went to Honda because my car was squeaking and shaking when I brake. ***** says it's the front brakes and that my rotors needed rotated and it'll be over $300. I said okay. It was $347. My car was still squeaking but no shake. I took it back & it was 11 cars in front of me even with an appointment, so I left. I kept calling and was given the run around. Then, I scheduled an appointment on a Saturday. My appointment was at 9:45. A lady came after me saying hers was at 10. She got her nail fixed in her tire but mine didn't get addressed until 2 hours later when he came and said one of the rotors that they supposedly rotated was burnt and needed changed. I said no because he mentioned it would cost money and I did not have the money and it was their issue that it was burnt because just a few days before the issue they claimed it was, was needing rotated and no one has ever heard of rotors being rotated. Today 5/5, I went back because no other shop would do the work because they said they will be liable for Honda's mistake. I got there at 730 am. I was the second person and the 1st person left because her part wasn't in yet. ***** and **** lied to me and ended up charging me $461 for two front rotors to be put on. Basically I paid $808 for a job that should have been half or less than half. ***** claimed they were out of Honda rotors and needed to get them from ********* and it would be 143 per tire. The part actually came from ******* **** **** and showed as $119 online. When addressed at payout, ***** lied and said it's only 119 if I ordered it myself, it's a mark up for them ordering it and ********* was sold out. (Doesn't make sense). After ri

  Customer response

  05/13/2022

  No, Wednesday I took it back and they said it had rocks in it and they had to dump it out and the noise should be fixed but it's not. I haven't called back since.

  Business response

  05/31/2022

  We initially received the car with a complaint coming from the front wheels.  After inspecting the vehicle we stated that the customer's vehicle needed new brakes and rotors.  The brakes were worn pass the pass line and the rotors were warped.  After presenting the customer with the repair amounts the customer requested other options.  We stated to the customer the rotors were warped and problem would not be fixed unless the rotors were replaced.  We mentioned that the rotors could potentially be resurfaced for less of a cost, however we could not guarantee this would fix the problem and if problem was not resolved rotors would have to be purchased and replaced in addition to the resurfacing.  The customer elected to try to resurface the rotors and replace the brakes at a cheaper cost.  The resurfacing initially fixed the customers noise complaint, however the noise returned as the resurfacing was not able to suffice.  Upon, customers returned we informed that rotors would need to be replaced.  Customer paid to replace the rotors, however stated she was double charged and wanted a refund for the initial servicing.  We stated that we explained the resurfacing was not a guarantee to fix the problem but a cheaper option.  The guarantee fix would be to replace the rotors initially which was elected not to be done by the customer.  Therefore, we would not be able to refund the initial servicing.  Customer returned shortly after the rotors were replaced with a new noise complaint.  We checked the rotors and brakes that we had replaced and noticed there were many small gravel rocks behind the rotors as if the customer may have driven down a gravel road.  We showed customer the issue that was causing the noise and removed all gravel.  The customer has not called nor returned with any new complaints.  We have considered this matter closed.

   

   

  Customer response

  06/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:  

  Honda did not give me the option to replace rotors in the beginning. It was always “rotate the rotors”. They didn’t mention the resurfacing and potentially not working until after I brought it back again after the problem wasn’t fixed. They told me the last time I had rocks and asked did I want to see and I refused and told them to just dump it. My car is STILL loud. No, I was not about to call and take it back and I have been over 5 times and called just as many. My brakes still screech when I press them. They did not do their job and they won’t ever see me again. I called cooperate several times and they have not called me back either. It seems to be pointless and I will just take my loss. Of course they are not going to be truthful, I had to repeat this story 100 times and they are still lying, when they can just admit they don’t know what they are doing and give my money back. 

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

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my 2004 Honda Accord, to their service facility, on 3/22/22. My airbag light had been coming on while driving. I was about to sell the vehicle, so I wanted to know what the problem was, before I sold it. They said they would have to charge me $125 to diagnose it. I agreed. they came back, and said the SRS unit was bad, and would cost $810.19 to repair. I chose not to repair. They charged me $125 +$12.50 for shop supplies, which I did not agree to pay for, + tax. Totaling $149.19. On my way home, I called a professional air bag business. They guaranteed the SRS unit was not my problem. They advised me to change a light bulb in the dash. It cost $42 at autozone. It fixed the problem. They gave me a false diagnosis. I want my money back. I have spoken to the acting service manager. And the General Manager. They both refused to help me. I beg of you to make them accountable for what I call bad business. Thank you.

  Business response

  05/20/2022

  Honda of Jonesboro diagnosed the 2004 Honda Accord. We stated to the customer that we charge a diagnostic fee of $125 plus fees and taxes, however if the repairs recommended from the diagnosis are performed at Honda of Jonesboro we credit the $125 to the repair bill and deduct the amount. If customer elects to decline repairs we charge the $125 diagnosis fee along with fees and taxes. Once we diagnosed the 2004 Accord with Honda we determined the SRS unit was faulty. Customer stated they were selling the vehicle and they needed the light to be off. We stated we could not simply turn the light off or disconnect the light as this would not fix the internal issue. If you disconnect the light or buy a new bulb the light may go off temporarily. However, the bigger issue of a faulty SRS unit will remain. If the light is disconnected there will be no warning sign for the owner of internal issues going on with their vehicle. We were unwilling to simply disconnect the light nor replace the bulb. Once the customer elected not to perform the recommended repairs we charged the diagnostic fee and considered this matter closed.

  Business response

  06/01/2022

  Unfortunately, at this time our original response remains.  When we diagnosed the vehicle we plugged the car into our Honda machine.  Plugging the vehicle in will turn off the light temporarily, however the computer read if light returns SRS unit reads faulty and will need to be replaced.  We relayed this information to the customer after our diagnoses.

  Customer response

  06/03/2022

  
  Complaint: ********
  
  I am rejecting this response because as anyone can see. The business is ignoring the facts. I would like to hear what someone from the BBB has to say about this situation. 
  
  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. ↩