Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my car into service for recall repairs (after a year of waiting) and a partially working USB port. Got it back with very scratched up dash counsel (which they now have to replace) and a non functional USB port after 4 days (maybe more since it's still there) of being held in the service center and told no loaner car is available. Was lied to too several times saying it was my phone that was at fault for android auto not working even though the service **** phone didn't work, then told the technicians newer phone worked with android auto, then told they installed the incorrect part that doesn't support android auto. Luckily, we took pictures of everything and recorded them to confront them on their lies.

  

  Business Response

  Date: 04/01/2025

  Good afternoon,

  We have received and reviewed Mr. ***** complaint.  *********** Director ***** ******* Reached out to Mr. ***** to discuss the issue this afternoon. It was discovered that our **************** had ordered the incorrect part which caused this issue. The correct part has been ordered and should be installed by tomorrow. Mr. ***** was offered a Loaner vehicle as soon as one became available. He has declined the loaner car for now as long as his car is repaired and returned by tomorrow. As a one time good-will gesture our Service Director also gave Mr. ***** two oil change services (at no charge). At this time Mr. ***** is happy with the dealerships solution.

  If there are any further issues with this situation please feel free to reach out to me personally at ************ or **********************************************************************.

  Sincerely,

  **** **********

  General Manager 

• Initial Complaint

  Date:09/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dealership sold us a car without disclosing the carfax even though we ask for one. The registration for the vehicle and the traded vehicle was messed up terribly and left us with no vehicle in our name.

  

  Business Response

  Date: 09/26/2024

  Good morning,

  As a dealership we are unable to transfer plates from one vehicle (not traded) to a new purchase. A registration was issued on the vehicle purchased.

  After receiving your correspondance our team reached out to Ms. ******* and offered to unwind the purchase with a full refund. She wanted to keep the vehicle so, as a good will gesture we offered a $2,000.00 discount which was accepted.

  If there are any further questions please feel free to reach out.

  Sincerely,

  **** Rutherford 

  General Manager

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car would not start - called Honda to get estimate. They just said to bring it in.Second call to obtain instructions for towing it there.Never during either call was I told about any type of Diagnostic fee, especially how much it would be.Had I known, I would have had my car towed elsewhere, which I ended up doing.Honda wouldn't release my car until I paid and they didn't even do anything other than park the car!

  

  Business Response

  Date: 09/09/2024

  Good morning,

  After reading this complaint and in light of trying to maintain a high level of customer satisfaction we will be issuing a refund of $236.82 today.

  Sincerely,

  *****************************

  General Manager

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner **** and I purchased a brand new 23 Passport. At ***** miles while on the freeway in the middle of IL in January our vehicle stalled while getting off the interstate. We were able to coast into the nearest parking lot where a warning came up that told us to turn the car off and park away from anything flammable. We take it the next morning to a Honda dealership in ** and get a hotel and a rental car at our own expense because honda doesn't cover those costs. We were told the next day that Honda will not look into the message given and the car didn't store any messages. Honda doesn't accept photos as proof of anything, we've offered each time. We were told Honda said to "just make sure we know where the closest Honda dealerships were the rest of the way to AZ." We get back to AZ and I take the vehicle in to have it looked at along with the brakes and I am set up to work with ******, who I bad experience with. They can't see any codes stored on the vehicle but that they will charge the battery. Why would a new battery need a charge? The dealership has replaced the battery multiple times in just a few months and recharges them in between changing them out. We were told the vehicle has been torn apart twice and they had the vehicle for 30 days each time, plus week long service stays at other times it was looked at. The first time they were able to duplicate the message, tore the car apart, couldn't find the problem, then stated it was a backup fuse and replaced the battery. The warning came up again within a few weeks. Waited 2 weeks for a new loaner car to return it for a second time, where they stated they could not find the issue but replaced the battery again. We were asked if we use HondaLink and if we lock our car doors, as if the dealership is trying to put blame on us for them selling us a Lemon vehicle with electrical issues. This has been a burden on our family not just because the vehicle but the way we are treated as if the problem doesn't exist.

  

  Business Response

  Date: 07/30/2024

  Good afternoon,

  As stated by ********************, we have not been able to duplicate the issue as stated. As a Honda dealership we are obligated to pinpoint issues as explained by our customers. We also rely on codes that show up in the vehicles computer system. In this case, there were not codes. The photo's that ******************** included with her complaint are "Warnings" not "Codes". We were actually able to get the vehicle to show a similar warning however, this was not caused by a part failing. It was caused by not pushing the brake pedal firmly enough upon starting the car after sitting overnight. Doing our due diligence we did contact American Honda and even had a Representative from Honda come to the dealership. He examined the car, test drove the car and unfortunately he could not find or duplicate the issue. If we cannot duplicate an issue we certainly cannot charge a customer or file a warranty claim with **************** for work that is not necessary. Most recently we had the vehicle back in, opened a case with American Honda (case # ********) and unfortunately could not duplicate any of the complaints. 

  We would be more than happy to help but there is nothing wrong with the vehicle. Please feel free to reach out anytime to myself or ************************* our Service Director.

  Sincerely,

  *****************************

  General Manager 

  Customer Answer

  Date: 07/30/2024

  This Honda dealership has now changed what has been wrong with my car multiple times in the last few days while communicating with me and asking me to remove the complaint. If there is nothing wrong with my vehicle why have you had to replace my battery 3 times since January of 2024? Why did you take my car apart to find where the low voltage was coming from? Claimed it was fixed and then it took 2 weeks to get the car back into the dealership once it started again. I offered video evidence of my foot to the floor when I hit the button to turn the car on. There is something drawing the power from the battery, and this dealership knows that. Thats why theyve replaced and recharged my battery multiple times. Now they are claiming some pilots (I have a passport) brake booster system makes you hit the start button multiple times for it to turn on. Then states its normal. There has been electrical issues on this car and there were problems looked into but now its all normal. I was told by ***** that I must have been given 3 bad batteries in the last year. All this dealership has stated is theyll try to get Honda to reach out and if I call them I can get compensated. Thats all I keep being told by *****. Im not doing this to be compensated! Or I was asked if I thought about trading it in. I want a reliable vehicle for the safety of my children. This car has already stalled on me and loses battery power. If there is nothing wrong with this vehicle then the dealership should have no problem buying the vehicle back for what I owe on it and sell it themselves or letting me trade it in for an even trade. I havent asked for anything more than a reliable vehicle or them taking the vehicle back so I can be free and clear of this lemon. 

  I also asked to have a sit down meeting with ****, ***** and ***** (manager) to figure out what has been going on with my car since ***** and ***** told us two different things. That gesture was ignored and I was told to contact Honda.

  

  Business Response

  Date: 07/31/2024

  Good morning,

  As requested by ******************** a meeting took place with our Service Director ************************* and two Master Technicians. At this time ******************** provided additional details which gave clarification to determine where a possible intermitent electrical draw could be coming from. We have been given permission to keep the vehicle for two weeks so that our Master Technicians can drive the vehicle daily and try to duplicate the electrical draw from the battery. Also at this time ******************** has been provided with a Loaner Vehicle at no charge. Our Service Director will be in touch with ******************** on a day to day basis with whatever developments may arise.

  Sincerely,

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

  General Manager

  Customer Answer

  Date: 07/31/2024

  The only reason I am rejecting the response of ************************ is due to him stating At this time ******************** provided additional details which gave clarification to determine where a possible intermitent electrical draw could be coming from. I have been giving this information I gave to the technicians today to every person involved since the start of the issues. The information given today was what was used when they reset my fuses the first time they claimed to have found the continuous draw. Today I went in to pick up my vehicle due to the dealership stating there was nothing they could do for me and the vehicle had no issues. When in fact the vehicle does have electrical issues.  I was given the chance to speak with the techs and as soon as I was able to tell them what had been happening they knew exactly what I was talking about and stated it sounds like a parasitic draw. I did agree to leaving my vehicle at the dealership and I did agree to the loaner vehicle. I did also state today this is a continuous issue with the vehicle that can not be found or fixed. The first time they found and fixed this issue it came back 2 weeks later. I want a reliable vehicle because that is what I came in to purchase from the dealership, not one I have been fighting to get fixed. If this issue needs to be handled with American Honda to get my vehicle replaced then Honda of Superstition Springs needs to get with them to get this taken care of since we are unable to get a returned phone call from our case manager. Corporate will only speak with the dealership. 

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April/May 2023, I took my car in for transmission service. I picked up my car and a few days later I kept hearing a noise under the car. I pulled over on the side of the freeway to check under the car only to find the bottom of the plate damaged. I contacted the business and advised the service manager of the issue. He (*****) asked me to take the car in and he would take off the damaged plate and replace it with a new one. I took it in and very quickly my car was done. He assured me that a new plate was placed under the car. I trusted that the work had been done correctly. A few weeks ago, I learned that the plate was never replaced. I made attempts to address this issue with ***** the service manager, the general manager, ******* without success. I contacted Honda **************** and was told that they are not in charge of the dealerships and have no control on what they do/not do because they are independently owned. Honda Corporate is only able to assist as a "liaison." I was contacted by the corporate office on Monday 4/15 and was told that they had sent an email to the service manager, ***** requesting for him to call me the same day. As of today 4/22, I have only been given the run around and have not received a phone call from anyone at the dealership. I would also like to add that every time I have taken my car in for service the employees are constantly ******* in and out and do not appear to acknowledge customers walking in. It is evident the service department is focused on getting cars in and out rather than on the quality of service, which can be a safety issue if something is not done correctly. Please address this with this dealership as they have a lot of improvement to do and apparently Honda **************** is not concerned about the quality of service the dealerships are providing.

  

  Business Response

  Date: 04/23/2024

  Good afternoon,

  
  Our Service Manager ***************************** reached out to ****************** and was able to get her vehicle into our shop for inspection and repair. At this point the vehicle has been repaired and is waiting for her to come and inspect it and approve of it. If this meets her expectations she has stated that she will be satisfied with our fix.

  If there are any further questions or concerns please reach out to me directly at miker@supershonda or call at ************.

  Sincerely,

  *****************************

  General Manager

• Initial Complaint

  Date:01/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 days after buying a used $34k Pilot from Superstition Springs Honda, the door panel fell off. I spent the next week trying to get a hold of the dealership. Not only did no one answer, but no one called back. I finally text the saleswoman who guaranteed me that some would call. No one did so she sent it to another service agent. Again, no call. They claim that they called but there is no record of any call from them and no message. The only way to get a hold of the company is by making an appointment online. The only problems is that they don't ask what needs to be done. Although they confirmed digitally, they would not let me know if the part was there. I finally did get a hold of someone before we drove all the way back to the lot and I was informed that they did in fact have the part.( This could've/should've been done weeks ago). So we went down to the dealership at the time of our *********** to be told it would not be looked at until tomorrow. This now makes a total of3 days that we have had to make arrangements for something that should have been done before we bought it. The excuse that the phones weren't working is weak, as it was 2 weeks. Also, the total disrespect for our time after making the purchase is cause not to have to work with this company again.. I should not have pay thousands for a lawyer to return the car,( we bought exactly one month ago). I do not trust that SSH will help with any future problems.

  

  Business Response

  Date: 01/17/2024

  Good afternoon,

  As an update to this complaint. Our Service Director ************************* spoke directly to **************** and *****************. ***** apologized for the inconveinience and offered as a goodwill gesture to pick up their car at their residence, drop off a loaner and cover the cost of their next ***************'s. At this time the ******** are satisfied with this outcome.

  If you have any further questions please reach out to me directly at *************************************** or call at ************.

  Sincerely,

  *****************************

  General Manager

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a truck from them on December 2nd 2023. We agreed on out the door final price at 30K because that is what I could afford. I went through financing and signed up for a service warranty for 4k. When I go to make my first payment I find that the agreed upon 30K which I have documentation on was not honored and they charged me ********* plus the 4k service warranty. I caught it 30 days after purchase. I went in 3 days in a row to get help. I was told there was a miscommunication, that this wasn't the final deal or numbers, and the deal was final. *********************** was the sales manager who took "the pencil" the document you sign for final out the door price and gave it to *********************** the finance person. I also discovered on of the days i went in on January 5th that they signed me up for some gps program that unwilling paid for that wasn't even installed in my vehicle but they also didn't activate and register the warranty I paid for. The finance person lied while he was on the computer trying to find it and when he "found it" and printed it out it said purchased/effective January 5th when it should have been December 2nd when I purchased the vehicle. I have all the paper to prove these items. I went there only wanting to make a deal on a truck and have them honor a deal which I worked hard for years to save up for. This isn't right or ethical. This dealership shouldn't be allowed to function this way and I doubt this is the first time it was done. All in all they stole ******** from me and my family and don't seem to care. Please help make this right or make them responsible for this and others being taken advantage of.

  

  Business Response

  Date: 01/10/2024

   

  Good afternoon,

  We have met with **************** and in light of customer satisfaction have agreed to a one time goodwill gesture of $2,000.00. 

  Sincerely,

  *****************************

  Executive Manager

  Customer Answer

  Date: 01/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my 2021 Honda Accord to Superstition Honda,**** **. To have the driver seat repaired, as the electric motor for the seat stopped working, the car has an extended warranty. Six weeks later I am still waiting for the repair to be done. They have had the car numerous days each week, this past week over 8 days. They keep giving me excuses and putting me off. Three weeks ago the service advisor, ***************************** told me to come and pick it up. When I got there, he told it needed a new battery, however the week before he said they checked the battery and it was good.He then gave me two bills, one for the battery ($255.00) and one for the seat problem $2800.00 which is to be paid by the warranty company. The car was still not repaired and he attempted to have me pay the bill. At that point the service director,*************************** got involved and promised me the car would be completed the week before Christmas. To date I still do not have my vehicle, the last conversation 12/28/2024 with ****************** was that the technician messed up. I asked him if the tech is a certified Honda technician, he said No he was not, he was in training.6 weeks for a seat repair seems quite out of line. I only want my vehicle le repaired and returned.Thank you for your assistance.

  

  Business Response

  Date: 01/02/2024

  Good afternoon,

  Our Service Director ************************* has been in contact with ************ prior to this complaint. In speaking with Mr. ******************* acknowleded that the Techician had made an error in scheduling and that indeed ************** cars repair has taken a total of one month and three days for which we have apologized. During this entire time ************ has had a loaner car provided at no expense by Honda of Superstiton Springs. At no time was ************ asked to pay for anything as it is (all) covered under the warranty.  Unfortunately the part needed to repair his car is not something that is kept (in stock) . ************ was advised by ***** that it could possibly be delayed due to the Christmas and New Year Holiday's which indeed happened furthering the delay. At no time was **************** vehicle worked on by anyone other than a Honda Certifed Technician. The part for ************** car is due to arrive tomorrow which ************ as been advised of by ***************************** our General Sales Manager. After the part arrives it will be installed and if everything goes as expected ************ Should be able to pick up his car tomorrow at (no expense).

  Sincerely,

  *****************************

  General Manager

• Initial Complaint

  Date:07/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 25th I brought my car in first thing in the morning. If I had known how long this would have taken and how terrible this Service Tech was, I would not have brought it in at all. 3 days before, I had gone to an Automotive Mechanic Shop and asked if they could fix the car seatbelt/reset it. I was suggested to Honda Superstition Springs since I have an extended warranty on my car. They said it should be covered. So, I had taken it in. During this time, my Service Advisor/Tech ************************* told me multiple times that the warranty would cover it. This turned out to be a lie, which is not surprising for someone who kept calling me ****, ****, **** and any name that was not my own. She also tried to convince me to go get detailing with her husbands new company since, in her words, Honda doesnt do good detailing. I was told it could be finished by that day and was shuttled home and told itd be about 4 hours. 4 hours later, I get a call about it saying the *** unit is an issue as well and theyll run that through warranty. Previously, they had wiped the codes/reset things so the *** unit being an issue again was bigger. Again, I only came in for the seatbelt covered by the warranty.I had missed a call from Gabby on the 29th, however, I had left multiple messages for her. On May 2nd, May 5th, and May 9th I left messages for her which ******, whom I had spoken with, said she put on her desk each time. On May 12th I received a voicemail from her stating they had installed the *** Unit, codes were popping up, and that she had messaged me multiple times. Evidently, she had not, unless she was messaging a different number I dont have and kept asking for ****, ****, or whatever name this time. I managed to speak with her that day about it and was adamant the warranty would cover it, as she said it would be and I was paying for the warranty already. This warranty I had bought when I bought the car, where their financial advisor *********************************** said it would cover everything whenever I might need a repair.That day, I called back multiple times and spoke with her. The key takeaway was that she said the warranty was denied because of damage to the vehicle and she said it was damaged in multiple areas. I had already talked with insurance a bit before this and they were adamant that it would not be covered as this was not a collision. I wanted a lot of information that was not given to me directly. I had called in on May 17th and asked to speak with her but I was sent directly to voicemail. I also called in on May 24th, where I was told theyd leave a message on her desk. On May 27th, I called again and was told she was out sick. I spoke with either ***** or *****, a supervisor. He said they would talk to ************************* about the issue. I was later called back and told that they would waive labor costs if we let them diagnose it. I did not give a yes to proceed as we were going to talk with the warranty. So, I went the next step further: calling the extended vehicle warranty provider; Assurant. What took place was an hour-long conversation where they said Honda was saying it was damaged, and that it had been in a collision. Not once did I say to anyone it had been in a collision. So, they told me to tell Honda that they should submit the claim again. I did, and a day later ***** said it was denied. The warranty group placed blame on Honda for this and said I could appeal this decision but it would take up to two months.I then pushed on Honda about a list of estimates and to see where it showed it was denied. By this time I requested it only be sent by email, as ************************* lied about me approving the installation of the *** unit. I got a breakdown of it and by this time I brought the co-owner, my mother, into the conversation. We had spoken to *********************** about this and said our insurance would not cover it as it was not a collision. He assured us they would while being demeaning towards both of us and saying that this was going on too long. On that part, I happen to agree. We went through insurance, and it took about a month, and they denied it as I said. During this time ***** in particular was barely responding to emails sent out. On July 14th, I went in and paid for everything. Honda used one of their coupons, the Wild Card, which took off 150 dollars. Total Cost: ******* Multi-Point Inspection: Free *** Unit Inspection and Install: ****** Part ****** Labor Miscellaneous Body Electrical - Repair ****** Labor *** Code:360.00 Labor Seat Belt Buckle Replace:****** Labor ****** Part Failure Code:****** Labor Wild Card Discount/Coupon:-150.00 I knew this would not be a good visit to the dealership. I was greeted nicely by an Advisor and sent over to *****. During this time she assisted an elderly man and didnt say thank you, nothing. Likewise, when she saw me she asked what I was there for, and then explained that the parts would have a 12-month, 12,000-mile warranty on them. She didnt say thank you, good day, nothing. Walked me to the cashier who was extremely friendly and offered to let ************************* know. I paid completely out of pocket (with the help of a loan) and waited for the car to be brought up. She apparently already did, parked it, and returned to her desk. Getting in, it drove alright but was missing 1/2 of the gas I put in.I will be updating this as I go, as I intend to get my warranty canceled and get a pro-rated refund. This entire thing has convinced me and five members of my family, who may have only gone to this dealership in the past few years, to never go again. I do not trust them in the slightest, this Carousel of Chaos needs to end. To make this clear: with tihs vehicle, I have only ever gotten repair or maintenance done at two places: Discount Tire, after Honda lied and said tires were not covered under my warranty (they are), and Honda of Superstition Springs. I would advise thinking four times before getting service done here.

  

  Business Response

  Date: 07/17/2023

  To whom this may concern,

  We have received this complaint and our team is aware of this situation. There is one key aspect being left out of this contact. As you acknowledged to our team, you took your Honda Civic off roading and caused the extensive damage to this car. This is the reason that your insurance company and the warranty company would not and could not cover a claim. The Service Writer offered you a $155.00 discount as a goodwill gesture, which you accepted. 

  As a second goodwill gesture the dealerhsip will agree to offer you $345.00 more which will bring the total amount of goodwill to $500.00. In order to receive this there are stipulations tied to this offer. You will have to remove any and all reviews bad mouthing our dealership.

  Best regards,

  ****

  Customer Answer

  Date: 07/20/2023

  I never said anything remotely like that. That is not what happened to my car. You are lying to benefit you, your staff, and your dealership. 

  

  Business Response

  Date: 07/25/2023

   

  Good afternoon,

   

  ************** has agreed to remove and to no longer post negative reviews. Upon proof that these reviews have been removed Honda of Superstion Springs agrees to a goodwill reimbursment of $1,000.00. 

  Thank you,

  ****

  Customer Answer

  Date: 08/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  I have made efforts on all of my ends to remove negative reviews with the guarantee that Honda will issue a reimbursement to the card I paid for the repairs with. All reviews I have posted stating my situation have been removed, with two pending deletion from their respective websites.

  Additionally, I would request the BBB remove this complaint or have it hidden so as to allow Honda to make amends.

  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:05/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/7/23 the airbags in my vehicle deployed. My vehicle was delivered to the Superstition Springs Honda Dealership the same day. I was given 3 different dates when the parts would come in before reaching out to ******** HONDA. I received 2 voicemails from them on 1/23/23 and 1/27/23. Unfortunately, I was having issues with voicemails and they didn't receive them until the end of April. In the 1/23/23 message ******** HONDA stated the *** unit for my vehicle was at the dealership but that only the moldings were outstanding. On 3/2/23 my service advisor said they were still waiting for the *** and the sensor and the new ETA was 4/8/23. We borrowed vehicles and asked for rides for over 2 months before I asked for the vehicle back even if it wasn't fixed yet since we knew the vehicle was drivable. The service advisor refused to give it back stating it was a safety issue. I asked if Honda expected me to still pay my monthly payments on a vehicle they were withholding from me. The service manager promised me a loaner car but it took nearly 2 weeks and many unreturned calls before being granted a loaner. On 4/8/23, the latest dealership promised date, I asked for an update and they changed the date to 5/8/23. I was patient since we had another vehicle to use, but I still wanted my vehicle back. On 5/9/23 I called for an update. The Assistant Manager told me all parts were in but that the vehicle was still at the body shop and they couldn't get any info from the body shop that day. On 5/25/23 I reached out again to find the status on my vehicle since it had been 2 weeks since I was told everything was in. The service advisor said it would be finished up by 5/26/23 or 5/27/23 at the latest. On 5/26/23 he contacted me again to say "the *** unit said it was here unfortunately we are still waiting for it to come in here." I disclosed that ******** HONDA stated that my *** was in at the end of January so they must have given it to someone else. There was no response to that.

  

  Business Response

  Date: 06/03/2023

  Good morning,

  There has been miscommunication between our **************** and ******** Honda regarding this *** unit that was ordered immediately upon request. The *** has been on critical back order with no ETA. *************** contacted ******** Honda who claimed the part had been ordered, it had not. Our Service Advisor and Manager both got involved and contacted ******** Honda who did confirm that they never shipped the part to Honda of Superstition Springs due to the back order issue with this particular part. The Service Advisor reached out several times leaving multiple messages with ************** trying to alert her to the fact that Honda had never shipped the part and never received any calls back. Our Service Director ************************* also called on two separate occassions. Eventually ************** did call back and spoke with *****. He informed her that the part should be shipped by June 13th according to ******** Honda. ************** understands the situation. At this time ************************* was able to accomodate her request for another, larger vehicle for her to drive in until the part arrives. Please feel free to reach out to me anytime at *************************************** or ************.

  Sincerely,

  ****