ComplaintsforGoudy Honda

• Initial Complaint

  07/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On June 26, 2024, I took my car in for service at Goudy Honda in Alhambra. I described to the service advisor, *************************, the issue with the A/C system. I explained that it was not cooling and that the fan would decrease in intensity even when at maximum level. **** said that the car most likely needed an Evac and Recharge but if any other issue was found he would call and let me know. I did not receive any communication from **** until the service was completed and my service document read System is operating normally after repair was made. The car A/C system in fact was not operating normally and continued having the same issue. I tried to bring in the car in another day but a different service advisor, ****, said that because I brought in the car randomly and it probably wouldnt be touched so I decided to come back a different day. I finally was able to bring in the car to **** on July 13, 2024, and he called me later to inform me that the car had an excessive clutch gap and it would cost me an additional $588 on top of the $382.09 I had already paid. Why wasnt this issue raised the first time I brought in the car? Either Goudy Honda ****************** is incompetent or they scammed me out of money without fixing the issue that I clearly stated and paid for. I lost $382.09 and my A/C system is still not working properly. Goudy Honda scammed me out of money and tried to scam me for more money. I am requesting a full refund.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently had an issue where all the sensor lights in my car went on telling me the my tires had issues, navigation has issues, auto correction issues, brake issues and there are other notifications on my dash that flash and I cannot remember. I brought this into Goudy Honda of Alhambra **********. After inspection I was told that it was a misfire issue related to a gasket. I also brought in my BCM recall paper to have them update this too. I was quoted $4800 not including the tax and was informed that it would cost $187 for the diagnosis no matter what the circumstance was if the warranty didn't cover the cost. I provided them with my maintenance invoice from what I had going back a few years. I didn't keep them all but had 5 of them in hand but the warranty department claims that eventhough I had the hard copy of the invoices there was never anything submitted formally through either the honda system or carfax so they won't honor my warranty and they denied to cover the cost of the repairs. If this was a gasket and it was engine related I feel it should fall under the warranty regardless if its a 3rd party that changed my oil. This was pretty much all that was done to the car since I bought it in July 2019. I feel that Honda won't honor this because they can use the 3rd party mechanic as an excuse, this shouldn't matter since the failure was a gasket deep inside the engine. I didn't race my car everyday so how would that occur unless its a defect with the car. They sold me a lemon and won't honor the warranty using an excuse. I attached the email communication for your review

  Business response

  07/15/2022

  Contact Name and Title: *********************
  Contact Phone: **********
  Contact Email: ************************************************
  At the time of service the customer did not have documentation of adequate service history to definitively say whether the repairs would be covered under any factory warranty. The customer would be liable for all diagnostics until it could be determined if the issues were caused due to a lack of maintenance or were due to a Honda factory defect. Customer declined the diagnosis charge at time of service so no further diagnosis was performed.

  Customer response

  07/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have since taken this issue up with the original dealership that I purchased my Honda from. Let get this clear, I paid Goudy Honda $187 to diagnos the issue, you don't fully explain anything other than you submitted the documentation to Honda Care which is NOT true because the dealership I took this too said they have nothing in the system showing you ever submitted a request to Honda care to otbtain approval. The lies you weave apparently doesn't work since you are NOT the only dealership out there so before you start stating you declined. I was not about to pay you $4800.00 to do a job that the warranty should have covered since I did not tamper with the engine. Failure with an engine due to a misfire couldn't have been caused by oil changes or maintenance with this was a warping of the engine issue. Get that straight!

  Business response

  07/18/2022

  Sorry that you have this perception. We look at maintenance history. One key component is maintenance. We did not submit to honda based on you not authorizing us to determine if the vehicle has a covered component. That requires a review of the possible problem and if after the investigation concludes that it is covered, the charges would be applied to the warranty or covered component. We were not able to get to that point based on not having authorization to investigate.. I'd hope that you'd reconsider , and allow us to do the best job that we can. Supplying good maintenance would have helped also.. thank you for the opportunity.. I will address this to management.

  Customer response

  07/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  What you are stating to me is completely different than what I have in an email to me by the service representative at Goudy Honda. I also had multiple conversations in person to the service person and it's contrary to what you are telling me. All I know is that either you are lying to me or the service person is lying to me. The email I have in my inbox from your service representative contradicts what you are telling me so there's something not right. I know that my car is now fixed and I did not have to pay anything out of pocket because the 2nd dealership I took my car to confirmed that it was covered under my extended warranty. I am out $187 for the diagnostic and service that did not meet any of my need because I wasn't given the correct information by your representative.
  See Attachment/File: RE Repairs or my Honda Accord.msg

• Initial Complaint

  02/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Date of Transaction: June 9th, 2021 -Amount paid: $1,700 What happened: My air conditioning in my vehicle had a problem where it was blowing warm air along with a smell. I researched this problem and was informed that it was a knowing problem for many others with the same specific model vehicle. It was known that my air conditioning part known as an "air condenser" was at fault. Honda was aware of this issue and recalled the car models which is meant that the issue is covered by them for no fees or costs. Soon after, I took in my vehicle and had it checked out. I informed them about the issue and the recall of the error, and they told me that it was instead the "air compressor." For this fix, it was not covered by them and I was charged $1,700. After getting this issue "fixed," the air conditioning was still off and soon got worse. A couple months later, the air conditioning problem came back and started letting out warm air along with the same smell. This was the exact same problem and I took the car back to the same place. They inspected the issue again and finally told me it was the "air condenser." I believe that it was wrong for them to charge me $1700 saying that it was actually the air compressor even though it was actually the "air condenser" since the beginning. I deserve a refund because my issue could have been solved with the replacement for the "air condenser" and was wrongly charged $1700 for an "air compressor" that had no fix to my problem.

  Business response

  07/15/2022

  Business Response /* (1000, 11, 2022/07/15) */ The vehicle was diagnosed as having a leaking A/C compressor on April 1st 2021, the repairs were declined at that time. However the returned June 8th 2021 with authorization to replace the A/C compressor. On Nov 22nd 2021 the vehicle returned with a complaint of the A/C inoperative, at that time the A/C condenser was found to be leaking and was replaced under Honda factory warranty. Unfortunately it has not been uncommon for both the compressor and condenser to fail. Goudy Honda will be willing to submit a request to Honda corporate for customer assistance on the charges the customer incurred for the replacement of the compressor. We should have a response from Honda in the next 5 business days. Thank you. Consumer Response /* (3000, 18, 2022/08/08) */ I do not agree with the respond I have consult with couple of mechanics and told me that if a compressor is broken it should blowing hot air not warm on one side and cool on the other side. Business Response /* (4000, 22, 2022/09/14) */ Hello I have been informed that in order for the customer to receive refund consideration they must contact Honda Customer relations at ************ and they will be happy to assist. Thank you, ***********

• Initial Complaint

  11/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  09/30/2021 on this date i took my car for repairs. i was quoted and informed it was covered under the manufacture warranty and i had to pay $400.00. i was later informed it would take approximately 1 month for repairs due to shipments held out at sea. i was later informed the part was located and it would be shipped for repairs. i was informed the other pipe needed was delayed and would have to wait and i would have to pay additonal $250.00 On October 30th i was requesting a loaner vehicle and or rental for a couple of days. In August my car was repaired by this Dealership for Injectors when i recovered my vehicle i was billed for Injection Cleaning $350.00 as it was just replaced one month prior i am seeking a refund of adjusted charges not required for Fuel Injection Cleaning charges. It was brought to the managers attention and even he could not understand this?

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2021/12/01) */ Customer was advised that Fuel induction cleaning was recommended due to the replacement of the high pressure fuel pump. This service will clean the intake and throttle body that are independent of the fuel injectors. Customer was advise about this service and requested dealer to fill out a W-9 tax form (which the dealer completed) so he may request tax assistance for the repairs performed. At no point did he object to paying the bill as was authorized by him. Thank you.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I got a recall notice for my **********. I made an appointment using the web address on the recall notice. I got at appointment from Goudy Honda for about 1.5 months later. I received three emails from Goudy Honda in total. They all told me about or reminded me of my 9/1/2021 appointment at 7:30 AM. When I took the car to Goudy,they said regardless of the emails I received, I did not have an appointment. The next appointment they have available was in November. They said despite sending out the emails to me. Their managers are only honoring appointments made over the telephone.

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2021/09/02) */ Accept our apology for the frustration and waste of time. I would like to know who serviced you and who told you that. The appointment process should be honored 100% of the time, unless we have a shortage of employees, and that should have been shared prior to the appointment. Please feel free to call *** ******* *********** ***** or you can reach out to me on this matter ************. Thank you for the response so that we are aware of this option. Consumer Response /* (3000, 7, 2021/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) In his response Mr. *** ******* provided the following phone number and extension to contact him: *********** ***** But if you look at it, there are not enough digits to be a proper phone number. Although I did not take the name of the person who refused to service my vehicle, she told me that the service department manager told her that she was not to accept any recall appointments made over the internet. So, Mr. *** ******* should talk with his service department manager. The next available time that was convenient for me was 12/3/2021. My original appointment made via the internet was for 9/1/2021 made on 6/25/2021. That's the delay ***** Honda has caused me. Business Response /* (4000, 9, 2021/09/07) */ ************ * **** This information was forwarded to *** and **** for review here is the corrected # Consumer Response /* (2000, 11, 2021/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I tried calling ***, but he did not answer nor did he return my phone call. Separate from ***, the general manager, **** ********, called with apologies and wanted to make things right. He arranged with *****, the repair manager, to have the recall service performed on my car on a priority basis. Today, September 14, my wife was able to take the car to Goudy Honda and have the service performed in less than an hour. Thank you, **** ********, for taking such as interest in customer service and thank you ***** for arranging the priority service. According to **** *******, there is an IT problem between American Honda Motor and Goudy Honda such that the online service that I scheduled did not get scheduled at Goudy Honda's service department. ***** has been tasked to figure out what happened. I thought this might be the problem so besides informing the BBB, I also informed American Honda and was assigned the case #********. As of yet, I have not heard of any resolution from American Honda.

*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. ↩