ComplaintsforKen Harvey's Dublin Honda

• Initial Complaint

  05/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Traded my old car int for a brand new one. Dealer said they would turn license plates into the **** Three months have passed, and the plates are still in use, being picked up by cameras on bridges and toll roads. Tolls are being accumulated on my Fastback Account. I called the dealership six times and no one can address the problem.

  Business response

  05/28/2024

  I spoke with our  dmv clerk and she was going to reach out to the customer. He needs to bring the fast track violations  to  Dublin Honda or sign the back of them and send them in indicating  that he no longer has the car. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mid November 2023, at 9 am, between ********* and **********, **********, ***, while driving my wife's **** miles Honda Odyssey Sport 2023 sunroof glass imploded. An extremely loud bang noise followed by a rain of micro crystals over my head, driver, passenger and back places. My right ear was numbed and when I could manage to stop, I got pinched by the micro crystals everywhere, while my sunroof pieces of glass kept falling over me. I visited ********* Honda and called Dublin (dealership where I bought the car), both had not been able to fix my car, get me and my family a spare car or at least offer an apology of what happened, clean the crystals inside, cover my car's roof hole, etc. Honda had left me alone with an unusable car and no spare parts available supposedly the replacement part is not available and not covered by warranty. This is unacceptable for an international brand like Honda. I've owned Honda cars for years and my family too, never thought this could happen to me while driven our newest Honda at home. A sunroof SHOULD be laminated NOT tempered-only, and Honda should address their sunroofs defects asap. This is such a risky situation and I know this had happened before to many persons driving Hondas and Acuras. Please DO SOMETHING ABOUT IT NOW before somebody dies!

  Business response

  01/23/2024

  Dublin Honda's service department has spoken several times to this consumer. Consumer has been dealing with ********* Honda. We cannot get the moon roof any sooner than ********* Honda. ********* Honda has already ordered the part for the consumer. 

  Customer response

  01/24/2024

   
  Complaint: 21161640
  
  I am rejecting this response because: I bought the car at Dublin dealership, the personnel at the phone had been extremely rude. And I havent got any help from them. I have a useless brand new car at my garage and Dublin Honda only said: sorry no parts available. How about getting interested in a shattering moon roof over my family head in first place? Cleaning the debris? Giving me a spare car? Etc.. at least primary customer attention and interest to help, not hanging the phone saying: sorry we dont have a way to help, deal with your local dealership. My expectation is Dublin Honda engaging actively and respond to this critical situation, they were the ones to convince me to buy from them; now they send me to others to look for answers and support. 
  
  Sincerely,
  
  ***********************

  Business response

  01/25/2024

  Dublin Honda cannot get the part any faster than any other Honda Dealership. The part is on Backorder. No body has the part available. The consumer should reach out to their insurance company to see if there insurance company will pay for them to have a rental . Dublin Honda is not obligated to pay for the consumers rental car.  Its not covered under warranty. The consumer should reach out to ********* Honda the Honda Dealership that they  have been working with about this concern.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase my 2015 honda accord new in 2015 at *** Harvey Honda Dealer in Dublin CA. I purchase a extended warranty.I came in today for oil change service and they advised that my major service is due. I service representived advised that my major service is due. I advised that i purchased extended warranty and advised that it should be covered.the ************ advised that they have nothing on record of my car having the warranty and advised for me to check in with the finance manager. I spoke with the finance manager and he confirmed that in fact purchased the extended warranty and is now over ******* files. With that the service department advised I would need to pay for the service out of pocket. Since the car purchase in 2015, i taken care of ALL car services back to *** Harvey's dealer where i purchased the car and I asked them why didn't advise about the major service due when my car was in service. They advised they did advise the last few services that the major service is due and they advised I "declined" the service.I responded by stating that "If you offered the service on my previous visits and there is NO cost since its covered through my warranty, why would I decline the service to be done?"As you can see, I feel taking advantage of because I purchased the extended warranty as the dealer offers sell it as "peace of mind" for the client. As i can see now that it seems *** Harvey's dealer do not look always look at the best interest on their valued clients but only wants to sell you the extended warranties to obtain the upfront money and take opportunity to short change the clients and in my case, service department telling me that I was responsible for paying for the ******* mile major service even when i'm IN warranty and cost should be covered in the extended warranty (thats the case in the service visits when i was still in warranty) and AFTER the warranty expires, advising that my warranty have expired. so both ways, tactic is for client to pay for the services both ways.I have provided my car info in the attachment for you to confirm that I did in fact purchase the extended warranty. I'm hoping *** Harvey dealer provide resolution and make things right for a loyal client. Thank you,

  Business response

  10/31/2023

  spoke to the customer to explain to him that what he bought would not of covered the service visit. He bought a maintenance plan and that only covers maintenance. (oil changes) regular maintenance. Customer said that he understood. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased vehicle with extended warranty and service package Canceled extended warranty but the dealer did not refund Dealer canceled service package in error Ive contacted dealer multiple times without resolution Dealer will not correspond with me or resolve my issue

  Business response

  06/27/2023

  Dublin Honda's finance department reached out to the customer and reinstated the service package. Finance said that the acknowledged the customers concerns and took care of the concern.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Toyota Truck from Ken Harvey's Dublin Honda **** ****** **** ******* ** ***** ************  One of the deciding factors of the purchase was it would include a Maintenance Contract. Per conversation with ***** ********* ************ time of purchase, this Maintenance Contract would cover all manufacture’s recommended maintenance. He left the office to verify with his manager. He returned stating term will be 36 mo/36k mi, price $2,693, and all manufacture’s recommended maintenance would be covered. Details were agreed on and I was to return to sign papers and pick up the truck. At signing I felt rushed to sign 20 documents, plus a 16 page booklet titled “Auto Care Plan”, referred as “Vehicle Service Contract “all small print. No time was the word “Warranty” used. My “Maintenance Required Light” came on, I called Dublin Honda to schedule an appointment for servicing. At that time I was told I didn’t have a Maintenance Contract, that I had a Warranty Later I went to Dublin Honda to resolve this. Spoke with:**** ******** *********** He took me to one sale person’s office, had me explain my situation, then to his office. Said he was going to clear this up. He filled out a Warranty Cancellation. Said that there may be a cancellation fee and a proration amount calculated. Said that was unacceptable. I was sold the Warranty under false pretense. I should receive the full $2,693 back. Luis said no problem he was going to fix it. Then took me to: ***** ****** *************  Again found myself explaining my situation. Again told there will be a cancellation fee, proration amount. Again I said unacceptable, I was sold a Warranty under false pretense. I should receive the full $2,693 back. James stood up, through the “Warranty Cancellation” in the trash and told me to leave his office. I went home, looking for another way to deal with this. Seeing reviews on the internet found I was not the only victim of this Dealership’s deceitful methods of business.

  Business response

  02/15/2023

  On January 11th, Mr ****** purchased a used 2014 Toyota Tundra 2wd truck. The price of the vehicle and his option to purchase an Extended Service Contract was purchased through simple finance with 1st United Credit Union. The term "warranty" was not used, but it is rather referred to as an Extended Service contract. A full refund in the amount of 2,693 was issued back to 1st United Credit Union and to be credited towards his financing and the Extended Service Contract was canceled. 

  Customer response

  02/16/2023

  
  Complaint: ********
  
  Thank You ****** **   I did read the response from Ken Harvey's Dublin Honda. And they did finally refund the full amount of the warranty. I would just like to say;
  
  It should be the legal responsibility of a car dealership (if it is not already) to make sure the consumer has a clear understanding of the difference between a warranty and a maintenance contract and the dealership’s policies regarding the two. They should not be able to use misleading terms verbally or in print like “Extended Service Contract”, especially as a bait and switch tool to close a transaction. And it should not be allowed to have such a long time frame to be rectified.
  
  Sincerely,
  
  **** ******

  Customer response

  02/17/2023

  I did read the response from Ken Harvey's Dublin Honda.  And they did finally refund the full amount of the warranty.

   

  It is so annoying that someone would have to get you and the Attorney General involve to get a business to do the right thing.

   

  I would like my response posted and to see if Dublin Honda has a response.

   

• Initial Complaint

  12/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 5/8/2022 we purchased a used Honda accord from Dublin Honda, on line D2 of the contract, we paid $895.00 for gap insurance, we never received any documentation as to whom the gap insurance was through. On 10/6/2022 the vehicle was deemed totaled after a horrific head on collision which left my son incapacitated. I have left 5 messages with the finance department to get info on the gap insurance policy via telephone and one message to the General Manger. I have not received a call back fom anyone in 4 weeks. All we are asking for is a call back and the next steps needed in order to have the vehicle paid off.This has become a financial hardship to continue to pay the ******* payment two months after the accident. It is also difficult to find continuous time to call when I am juggling his hospital care, and all other calls to help manager his life.

  Business response

  12/06/2022

  Reached out to the sales manager and the sales manager emailed the customer with the information in regards to the gap insurance information. So sorry about the accident. 

  Customer response

  12/10/2022

   
  Complaint: 18529021
  
  I am rejecting this response because: The dealership did not provide the required documents outlined in the list of requirements emailed to me on Tuesday December 6, 2022 to file for the ************* benefit.

  The list of ************************************* to initiate the ************* claim requires the dealership to, "Provide copies of any refunds issued for items which are cancellable. If items are non-cancellable, please provide a written dealership statement indicating that specifically." I replied to the dealership via email on 12/08/2022 at 7:03 am requesting the written dealership statement. I have not received the written dealership statement that the ************* requires in order for me to initiate the claims process.

  Please keep in mind, I have been requesting the ************* information from the dealership for more than 8 weeks now as the car was totaled on 10/06/2022. The ************* Company has indicated that the claim could take 30 days. Meanwhile, this has caused undue financial burden due to the lack of response from Dublin Honda.

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

  Business response

  12/14/2022

  HI, Our sales manager reached back out to the customer. He said that he left the information that the consumer needed to get ahold of the gap insurance company.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (1) On Oct 8, 2022, I picked my vehicle at Dublin Honda. After driving some distance I noticed from the mirror that the window sealing rubber flying beside the window. So I drove back immediately to Dublin Honda. I found the sealing rubber was totally torn off by their automatic car washing machine. So I asked them to repair. But they declined to repair and called in the police, saying "We are done!", "Please go!"(2) A lot of bad past experience with Ken Harvey's Dublin Honda. The most egregious thing that happened to me is that they messed up with the electrical wiring of my Odyssey 2013 when they changed the engine cylinder, making some lights on my vehicle dashboard behave weirdly.Odyssey of this particular year had a manufacturing problem with one engine cylinder. The manufacturer called the vehicle back to have the cylinder replaced. So I brought my vehicle to this dealer last year. After they repaired the engine, I found I could not listen to the radio anymore because it always asked me to enter a passcode. So I went back to the dealer about 6 months later. But since then many lights on the dashboard started to behave strangely. The Check Engine Light went on and off cyclically for no reason: The light was on for 1 or 2 weeks and then off for 3 or 4 weeks, the Maintenance Light was on and then off before the maintenance was done, and back on again. The status of the Tire Pressure Light seems to have a connection with the status of the Check Engine Light: The Check Engine Light is more likely to be on when the Tire Pressure Light or the **** light is on. Sometimes a sharp turn in vehicle direction or acceleration /deceleration could trigger the Check Engine Light to be on. All these seem to me there is an electrical wiring problem with the vehicle that was introduced when they changed the engine cylinder: either some wrong wire attached to the wrong device/sensor, or there is contact failure, cut wires or short circuits somewhere.

  Business response

  10/11/2022

  Dublin Honda agreed to fix the customers card. The customer became  very inappropriate with the staff of Dublin Honda  ( bad language, calling names.) The customer was trying to say that something we did two years ago was the cause of his light coming on in his car. Dublin Honda  tried to work with the customer but customer became very angry. We ended up having to  call the police on the customer as he was  very loud and rude. 

  Customer response

  10/12/2022

   
  Complaint: 18186435
  
  I am rejecting this response because:
  
  Sincerely,
  
  Mu Lu

  Customer response

  10/14/2022

  Since Dublin Honda has called police and said Dublin Honda is a private property and I cannot enter anymore and I lost trust in Dublin Honda, I hope I can repair the Window sealing rubber and do an engine electrical wire check in a different auto shop and Dublin Honda pay the cost.

  Dublin Honda is the only auto shop who ever touched the engine and the electrical wires of the vehicle since I brought the vehicle to Dublin Honda for the manufacture recall job: replace the engine pistons and cylinders. This is a major repair that took a week to finish.  Since then the check engine light started to have an odd behavior: on and off cyclically.  The vehicles drives normally but several lights started to behave erratically.

  Mentioned Dublin Honda several times about the problem to their routine maintenance person when I did routine maintenance. But since at the time, the Check Engine Light was not on, they refused to do anything.   This time, it happened that the maintenance light, the tire pressure light and the check engine light were all on at the same time, I brought this problem to the maintenance guy again.  They suggest me to go another lane to have the engine checked.

  I feel Dublin Honda did not actually repaired my engine problem completely when they did the recall engine repair, or they damaged the electrical wires when they did it.

   

  I hope a different auto shop can be assigned to do a thorough check on the engine or the electrical wiring and Dublin Honda is going to pay the check cost. 

  Customer response

  10/18/2022

   
  Complaint: 18186435
  
  I am rejecting this response because: 

  (1) If Dublin Honda had done even a fair job, I did not need to be angry.  A long window sealing rubber flying and fluttering alongside my vehicle like a snake while driving back home right after the service and $228 were paid. Imagine how lousy the job they did. 

  (2) If Dublin Honda had been apologetic and accepted responsibility, I would not have been so angry.  *********** manager's attitude was no better than mine.  He as a service manager was rude, impulsive, arrogant beyond anyone's imagination. No one would thought he was a service manager given his arrogant, unapologetic and rude attitude.

  (3) The dealer proposed a free diagnosis on the lights problem if I did maintenance in Dublin Honda. Their conclusion is The catalytic Converter was broken and need replaced.  Totally irresponsible, ignorant and ridiculous conclusion.  The catalytic converter was much less than 10 years old when I had the problem with the Check Engine Light, Check Tire Pressure Light, TPMS Light and Maintenance Light.  The Check Engine Light is not always on, but on and off cyclically, so is the other three lights.  After I changed my tires at ****** last Wednesday (Oct 12, 2022), within one day, the Check Engine Light was off and it has been off until now.  This confirms what I said before that "There is a connection between the Check Engine Light problem and the Tire Pressure/TPMS Light problem."  I am confident that Ken Harvey's Dublin Honda messed up with my Honda Odyssey's electrical wires when they repaired the engine. By the way, the vehicle was purchased at the same dealer.
  
  Sincerely,
  
  Mu Lu

  Business response

  10/18/2022

  Dublin Honda did tell. responsibility. We told  the customer that we were going to order the window seal and that he would be notified when it came in. The customer then got upset when we told him that we had to order the part. Customer wanted it fixed then The customer then started yelling, cursing, and calling female employees very bad names. Dublin Honda wanted  to do the diagnostic first to see why the check engine light was on because depending on the diagnostic the customer might not of needed to do the service that he thought was needed. There were 3 different lights on that had nothing to do with each other they were all 3  separate issues.   The only reason the customer was asked to leave was because of the language that he started using to the employees. 

  Customer response

  10/20/2022

   
  Complaint: 18186435
  
  I am rejecting this response because:

  (1) *********** manager's bad attitude escalated the matter. The woman mentioned once she could repair it but I had to leave my vehicle at Dublin Honda for another 3 or more days, that's something I could bear and tolerate. I need my vehicle immediately after the maintenance to do business and many other things and they did not offer help and compensation for that.  To me it is an excuse to avoid responsibility. It is unimaginable that they did not have the window sealing rubber in stock: they have a zone that sell all Honda components, and if in case they don't have it, at least they can buy it at AutoZone to get it repaired the same day.  I said "That's truly stupid if I have to leave my vehicle for another 3 or more days for your mistake they made".  The manager went crazy and exploded, saying "We are done!" "You go!".  Absolutely truly unprofessional behavior for the service manager.

  (2) Their maintenance was done at Ken Harvey's Dublin Honda was done on condition that they perform a free diagnosis on the check engine light problem as well as other light problem.  Their conclusion was ridiculous saying that the Catalytic Converter is broken and need replaced.  As said before, the problem is not just with the Check Engine Light but several other lights as well.  The problems started right after they did an overhaul on my engine.  The vehicle drives okay but the lights behaved erratic.  All the problem points to that the dealer damaged or messed up with the electrical wiring when they moved or repaired the engine.  The dealer is very good at how to evade responsibility.

  
  Sincerely,
  
  Mu Lu

  Business response

  10/25/2022

  The customers statement is incorrect. After the customer started yelling at one of the express advisors the customer came over to the main shop. The woman told you that the part had to be ordered and that the customer would be notified when the part came in. We don't always carry the part as we told the customer but we were willing to order it and put it in for the customer. We did not tell the customer to leave the car that we would order the part and would call when the customer when  part came in so the customer would not be without their car. The manager was not involved until the customer was rude and calling one of ***************************************'s employee b****** and hoe's, swearing at them and calling them stupid. Dublin ***************** advised the customer that they are not welcomed back. 

  Customer response

  10/29/2022

   
  Complaint: 18186435
  
  I am rejecting this response because: The dealer is absolutely lying.  The woman said clearly it would take them three or more days to get the product and I need to leave the vehicle there and they did not offer any compensation.  Why would I be angry had they given me a satisfactory solution? I did not offer any solution to the problem that they cause and showed no regret or sorry.

  There would not have been a hot quarrel had they ever offered an acceptable solution? Even until today, they are still lying and does not offer any acceptable solution.  The manager's multiple threat to call the police made me respond "Call the police now!" "Call Now!"  The woman besides her was clearly preventing him from calling the police (their monitor can prove that!), but the manager was very impulsive and called the police. I have made a complaint with Dublin Police about this abuse of using police power.

  Sincerely,
  

  
  Mu Lu

  Business response

  10/31/2022

  I am rejecting this response because: The dealer is absolutely lying.  The woman said clearly it would take them three or more days to get the product and I need to leave the vehicle there and they did not offer any compensation.  Why would I be angry had they given me a satisfactory solution? THEY did not offer any solution to the problem that they cause and showed no regret or sorry.

  There would not have been a hot quarrel had they ever offered an acceptable solution. Even until today, they are still lying and does not offer any acceptable solution.  The manager's multiple threat to call the police made me respond "Call the police now!" "Call Now!"  The woman besides her was clearly preventing him from calling the police (their monitor can prove that!), but the manager was very impulsive and called the police finally. I have made a complaint with Dublin Police about this abuse of using police power. 

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