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:08/17/2024

  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.

  We have been coming to this dealership for years and have noticed the degradation in service and honesty. We have brought our Honda pilot for emission system engine light issue many times and each time we were charged a fee supposedly to fix it and the light would soon come on. This started happening while the car was still under warranty. In July, the *** placed a hold on registration renewal and indicated that there was an emission system recall and blocked renewal. We had to take it one more time to Metro Honda since it is closest to us. Honda messed up the appointment and had us come back and forth multiple times. Then finally ******* the service manager got us into an appointment. Supposedly they fixed the issue, but the truth is that they did not. They reset the system to make the light go away. A week later the light came on again. This dealership in my opinion is dishonest and careless. I would ever buy from them or repair my car there. They sucked money from us for nothing and the same problem is still unresolved. We will report them to the *** and to the Bureau of Automotive Repair and we will file a lawsuit to recover the money we paid to repair this which turned out to be a defective item on their part eventually leading to a recall.

  Business Response

  Date: 08/29/2024

  We apologize for the inconvenience on past visits to Metro Honda.  The reason why the *** would not renew your registration was due to an open  Emission System Recall (Recall Number MCQ).  The Emission System Recall was performed at no charge.  Please let me know if you need any other details, I'm available to discuss further.             
  
  *************************
  Service Director
  Metro Honda
  *********************************
  ************

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 took my car in on May 2, 2023 regarding a paint recall on my car. It was cracking and chipping. I was told that they would submit my request and to be patient. I asked if I needed to take it in for an estimate, because that is what they had me do on the other previous times for other areas on my car and he stated no. I never heard back from anyone.I went in to the dealership again on June 26, 2024 and spoke with *****. He told me that I was given some misinformation and nothing had been submitted and I needed to take it to the body shop for an estimate. On June 27, 2024 I took it to the specified body shop and got the estimate. The body shop called me on July 2, 2024 and told me that they had submitted the estimate to Honda on June 30, 2024. I called ***** to follow up and left a message on July 2, 2024. I received no return call.I called back again on July 16, 2024 and left another message. I received a text message later from ***** stating he would reach out to me that day. I never heard from him.On July 17, 2024 I received a text message from ***** stating he would follow up with me by noon that day. I did not get a call.I went in to the dealership at 12:30 pm on July 17, 2024. I was told that ***** was at lunch and had a meeting, I stated I would wait to speak to a supervisor. I was told there was no one available. I stated I was not leaving until I spoke with someone because I could not be ignored and/or forgotten if I was in the dealership. I waited over an hour and eventually ****** met with me. I gave him the details and timeline of what has been going on. He said that he would resubmit all the paperwork and to give it a week and he would contact me.It is now been 12 days and I have not heard from anyone. I sent an email to the General Manager on July 27 and provided him with all of the above details. I have not received a response.

  Business Response

  Date: 08/12/2024

  Customer originally came in on 5/2/2023 due to paint peeling.  She stopped by on 6/26/2024 asking for ************ I informed her he does not work here anymore.  I explained to ******* there was no paperwork submitted to American Honda and we would need to start all over.  I received the estimate on 6/30/2024 and on 7/18/2024 ***** declined the repairs, no Goodwill on paint.  ******* was notified but was unhappy of the results.

  Customer Answer

  Date: 08/12/2024

   I am rejecting this response because:
  
  I never asked to speak to anyone named ********** nor have I ever dealt with someone named ************  I was never contacted by anyone named ***** or anyone else for that matter since I went in on 6-26-24.  Since I never spoke to anyone I do not know how I could have been told they rejected my claim nor could I have been unhappy with a decision that I never received.  I am prepared to provide my cellphone records once Honda provides the dates they claimed they called me and the phone numbers they called me from.  I only have one contact number so they can't say they called the wrong number.  In regards to the denial, they have repainted other areas on my car on several other occasions due to a nationwide recall on the paint used on my car.  I specifically asked if my entire car could be repainted but I was told to bring it in as the areas started to chip.  I am very unhappy with Hondas response since it is entirely false.  I have accurate records on dates, times and people I spoke with.  Other than 2 text messages from ***** stating he would call me, I received absolutely no form of communication from Honda.  As I previously stated, I will be happy to submit phone records to support that there was absolutely no communication from Honda

• Initial Complaint

  Date:06/01/2024

  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.

  There is an open recall for a fuel pump on my car that is a safety issue. My car has been experiencing the symptoms on the letter I received and I took my car for service on two separate occasions 04/16/24-04/30/24 and 05/14/24 until now, and they still havent fixed the recall. I was charged $5001.59 for repairs that did not fix the issue. I worked with service advisor ****** and service manager *******. My car is still in the shop and I have no answers about whats been going on with my car and when the issue will be resolved. Its been over a month total that I have been without my car.

  Business Response

  Date: 06/19/2024

  Tell us whyCustomer ***************************** brought vehicle in on April 16, 2024 due to multiple malfunction lights on.  The technician performed a leak down test and found cylinder 4 misfiring.  Customer was contacted and approved the repairs. After repairs were competed tech road tested vehicle.
  
  ******* returned to the dealer on May 5, 2024 due to hesitation when RPM's reach 2k.  The technician found cylinder 2 misfiring.  Tech disassembled rocker arms and cleaned thoroughly and readjusted the valve clearance to factory specifications.  The vehicle has been picked up and has been driving as per design here...

• Initial Complaint

  Date:04/17/2024

  Type:Product 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.

  "I took my Honda to the dealer to get the ** fixed, but they misdiagnosed the issue and charged me over $1200. About two months later, my car's ** stopped working again, so I took it back to Honda. They charged me an additional $900 to fix something that they had misdiagnosed in the first place. I tried to speak with ******* (service Manager) multiple times but was always transferred to his voicemail. After months of negotiations, they finally replaced the part that they broke. However, the ** only worked for about three weeks before it went out again. This time, they told me that it had a leak. This has been going on for over a year now, and my car is still not working correctly."

  Business Response

  Date: 04/29/2024

  Thank you, for contacting me and bringing **************** concern to my attention.  I am sorry to hear about her experience regarding her air conditioning concern.  At Metro Honda we strive to ensure 100% customer satisfaction and that is why we have made many attempts to accommodate *************** concerns.  Please refer to the following notes for further details:
  
           8/16/2022 - A/C Condenser Replaced (Warranty Extension).
  
          10/9/2023 - Replaced Evaporator (American Honda provided Goodwill Assistance/Guest only responsible for partial payment).
  
               10/17/2023 -  Replaced A/C ******** valve cap (No charge).
  
              3/22/2023 - Replaced A/C Compressor, Clutch and Coil (Metro covered labor charges/ Guest only paid for the parts).
  
              4/18/2024 - A/C Condenser leaking (Warranty Extension).
  
  *************** is welcome to get in touch with me if she has any other concerns or needs any help with this matter.
  
  
  
  *********************

  Customer Answer

  Date: 04/29/2024

   I am rejecting this response because:
   *******, you failed to write down all the other dates when I called and left you messages and got zero response from you or anyone from Honda. You also failed to write that your dealer was the one that misdiagnosed my car to begin with. You also failed to mentioned that my car is back in the dealer again since this morning due to the same issue. And you also failed to mention that on April 2nd you dealer put the wrong Freon on my vehicle. I dont see how you are accommodating me when everytime I take my car to get fix, I have to call off work leaving me and my family with a financial burden. I have a mother with health issues and I have 2 kids that depend on my income.