ComplaintsforAutoNation Honda Roseville

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 2016 Kia ****** on 03/02. It was night time when we bought this used car.Car release blue smoke from the exhaust when accelerated. We called dealership and was told they will fix the issue because this was not disclosed when bought the car and they should have done smoke test and caught this issue before selling it. Got appointment for 03/25 to fix the issue. They gave the car back saying it was done but still same problem. Now they saying drive 1000 miles and then bring it back to test. Car is not drivable with blue smoke coming out from exhaust. The car is a Lemon now and cannot be driven because it can caught fire and kill me. It could have a engine oil/Fuel leak and it is dangerous to drive and police will issue me tickets for driving this car. Dealership told me to drive 1000 miles and bring it back to service to test issue. which is not sensible to do as blue smoke is coming out of exhaust. Dealership sold me a faulty car with can kill me if caught fire. This is very dangerous.

  Business response

  04/17/2024

  Thank you for bringing this concern to our attention. The management team had the vehicle towed back for inspection. The engine is now being replaced through warranty and the customer is in a loaner vehicle until completion. 

  Thank you. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is QUI ***** I bought my 2014 ******** **** gl550 10 days later I heard clunk noise and I contact sale person name is ***** and he said ,he doesnt deal with service finally I contact with service drop off the car on DEC,16, 2023 they kept the car 2 weeks no up date I, call them they said rack pinion noise they cant do it they have sublet it to ******** dealer finally I got the car back they kept the car 44 days the service director call the car is ready for pick up and I asked him please make sure no dent no scratches no check engine lite, he said everything perfect, and sent my son come pick up and the car finally came home on JAN, 30,2024, I trust them I dont have to check it until t? today my day off and I walk around oh my lord they put many scratches on left front bumper and, also look down ,oh my lord the grease is every where because they removed 2 front axle shafts to replace the rack pinion I know they try to keep the longer for the warranty expire please tell me what to do

  Business response

  02/05/2024

  Our service department has set an appointment for he customer to bring the car in so we can get him taken care of.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a 2011 ****** Camry on 11/16/23. Car looked fine, a little grimy, needed a detail but otherwise fine. Car had a strong smell in it, kind of soapy, quite fragrant. After driving it home from the dealership, I had a headache from I assumed the strong scent. Drive the car 25min to and from work 11/17, 11/20-22. Then on 11/24 my wife drive the car for 5 min and came back in saying she had a headache and we should get it detailed to get rid of the smell. I got in the next day 11/25 with **********************. Within less than a minute of looking at the car he said first what are they trying to hide with the intense scent then promptly found evidence of rodents. Rat p*** was found under the spare tire. Rat urine and or the fluids that ooze out of a dead rat were found around the glove box and edges of the carpet. We were shocked! The retailer said hed do his best and keep us updated. About an hour later we got a call saying it was worse than he thought. He found an entire nest under the back seat. All the upholstery was saturated with urine. Said there was no way that the dealership didnt know and to call a lawyer as this is fraud. Upon further inspection he found 3 dead rats. He said from the smell when the heater is on he is certain there are more dead rats behind the dash. He said the car is a hazmat situation. Should not be driven. Had my husband wear gloves and a mask when we picked it up. He couldnt get it clean. Said all the upholstery needs torn out a bomb to be set off then redo all upholstery for it to be drivable. And also figure out behind the dash. After some heated exchanges the dealership agreed to take the car back and we bought a different car. Fast forward to today 11/29/23 and we see that the same dealership has reposted the same rat infested car for sale again and are advertising it as well maintained and cared for. They know this care is unsafe and toxic and are still trying to dupe someone into buying it! Its fraud and unsafe.

  Business response

  11/30/2023

  Good afternoon,

   

  I apologize for the inconvenience with this situation.  We have scheduled the vehicle to go to wholesale auction and I will investigate why the pictures are still showing online.  It will not be sold to another customer.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my disappointment and frustration with the recent service today and charges that have appeared on my latest invoice. Invoice #******.As a loyal customer of **************** Service, I have a 2016 Honda Odyssey and a 2013 Honda Civic serviced with you, I have always been satisfied with the quality of service provided, but these recent charges have left me feeling extremely dissatisfied.I have been a customer of your service department for many years now, and I have never been charged a Diagnostic charge. I brought my Honda Odyssey in for an A5 service and was charged $189.99 diagnostic for the service. The only thing done on my vehicle was an oil change. So I ended up paying $293.70 for an oil change. Also, I am usually sent pictures for recommendations for service, I did not get any pictures this time around. The salesperson was pushing $3500 worth of service needed on my minivan and said if I did not get it all done today, I will surely have problems in the future. I could not split it up, it all had to be done today - $3,500 worth of charges (Timing belt, spark plugs, labor, etc). All this on an A5 service light.I found the serve today unsatisfactory and if indeed diagnostic charges are charged each time around, then why have I never seen them before? It seems unfair to suddenly charge me for a diagnostic without any real solution to any problem. Our minivan is running just fine right now with no service indicators or lights on and all they did was an oil change? Again, I paid $293.70 for an oil change!I understand that services charges are a necessary part of running a business, but I feel that these charges are unjustified in my case and I feel taken advantage of. I have always followed your recommendations and have services all my Honda cars with you with complete satisfaction, but in this case, it was a bad experience all around.

  Business response

  06/07/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours. 

  Customer response

  06/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a used and as is 2012 Honda Pilot. The car looked beautiful on the used car lot. It drove like a charm on test drive. I financed the full purchase price and bought the 3rd party extended warranty ! I drove the car from Roseville, ** to **** **. Approximately 100 mile drive, one way. I gave the car to my twin daughters to commute to school and work. Well, 400 miles later, emissions problem light comes on, never goes off. I took the Pilot to my mechanic. He does a full vehicle inspection, and concludes that $7500-$8000.00 worth of mechanical work needs to be done on the Pilot. The emissions problem light is illuminated because 2 catalytic converters are bad/worn out. The extended warranty I purchased, to fix the vehicle, except the catalytic converters, is not applicable because all mechanical issues are pre-existing issues ! Im stuck with a LEMON!

  Business response

  05/03/2023

  Thank you for bringing this concern to our attention. 
  
  We have contacted the customer directly and he will visit the dealership within a week or so.

  We have a plan to discuss his concerns and come to a resolution. 
  
  
  Thank you,
  
  

  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Would NEVER purchase a used car from here again, does not deserve even a one star rating. Purchased mid February after 2 weeks check engine light came on failed sensor. Took it to the mfg shop there was more wrong vacuum pump leaking all over along with a service rag left in the bottom of the engine compartment. They clearly do not inspect the vehicle they sell. Had to wait a week to see if they would approve the 90 day **** Mi warranty even though I had barely put 500 miles on it. I was without a car for a month the first time and here we are second week post repairs I take my mom to her infusion appt Saturday and I get out of the car and there is coolant pouring out the bottom. This has been a complete nightmare Ive had to rent an suv a few times to get my mom to her cancer treatments. There is zero urgency assisting, basically Im a sucker they got $6k from me for a down payment and made me pay $189 diagnostic that they didnt fix. I got screwed and they all knew it. Let me add I had to buy all new tires because the inner walls were trashed $1300 later. Lets not forget the tow fee I had to pay also.

  Business response

  04/11/2023

  Thank you for bringing this concern to our attention. 

  We are aware of this concern and the vehicle will be repaired by our local Jaguar store. 

  Unfortunately, we are at their mercy as far as the timeline for the repair to be completed. 

  We apologize for any inconvenience this may be causing the customer.

  Thank you

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction: 1/12/23 $47,344.72 44k miles I purchased a used car from Autonation Honda Roseville with the fundamental belief that buying a car from Autonation would represent a reputable dealer who would disclose any issues before selling me the car. Prior to purchase, Autonation indicated that I needed to wait a few days to test drive the car as it was going through their inspection and reconditioning process, which at the time had me feeling good about working with this dealer. When I test drove the car, I noticed that the alignment was significantly off. The sales manager ** got involved. Knowing that I had flown out, Al offered me a $500 cost reduction to get the alignment resolved once back home, which seemed reasonable.Knowing that the car had been through an inspection by Autonation, I didnt take the time to test obvious things that if Id known had been an issue, I would have addressed then. Once home, a ****+ mile drive, I was shocked to learn that neither the 2nd key worked, nor the car alarm. Much to my disbelief, my mechanic informed me the alignment couldnt be fully restored as the steering knuckle was bent and that the 2nd key was for an entirely different car! It became clear that either the dealer had discovered these obvious/low-hanging fruit items but did not to disclose them, or they never actually inspected anything.I raised my concerns and was pointed back to the Sales Manager. After I explained my concerns, he said he would get with his General Manager and call me back. That was a month ago. I called and left a message for him again, no callback. I sent another follow up email 5 days ago, I still have yet to hear back from anyone.Suffice it to say I am completely shocked that this is the experience Im receiving from an Autonation branded dealer, and has me questioning why I believed that working with them would be any different than any other private seller or fly-by-night dealer that I had actively looked to avoid!!

  Business response

  03/28/2023

  Thank you for bringing this concern to our attention. 

  We have been in direct contact with the customer and advised them to visit their local dealer as the warranty should cover their concerns. 

  The customer has our direct contact information if any further concerns should arise.

  Thank you

• Initial Complaint

  10/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was financing a vehicle off their lot was able to take the car have it for about a week and then they contact me and tell me the deal did not go through. I will need to return the vehicle and that was about three weeks ago today I get a call from a finance company saying that auto Honda nation told them to run my check again for $1000, even though theyre not supposed to because they took back the vehicle and I do not owe them any sort of down payment but somehow they keep trying to take the money out of my bank and every time I call them they make up an excuse say no we have the check right here. Come pick it up. Were not trying to collect funds on it but they clearly are because I keep getting calls from companies that are legit telling me to contact them and tell them to stop running the check ******* and **** were very rude when I just called and did not give me any type of outcome.

  Business response

  11/01/2022

  Thank you for bringing this concern to our attention. 

  We had to request the vehicle to be returned due to an issue with the financing- the check could not be cleared by CrossCheck. 

  We have contacted CrossCheck not to run the check again since the car was returned,

  We will ensure that they do not attempt to run the check again.

  Thank you. 

   

  Customer response

  11/01/2022

  I am rejecting this response because: they are lying. I was just contacted yesterday by the check company and they said they told them to run my check again. They did not inform them that the deal was never done and they keep telling them to attempt my check like I said ******* in **** were very rude and did not help me. This needs to be addressed immediately.
  

  Business response

  11/02/2022

  As mentioned in our previous comment, we have requested Cross Check not to run the check from the time was returned and again yesterday. 

  We apologize for any inconvenience you are experiencing. We will continue to reach out to ensure this does not reoccur.

  Thank you

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased this vehicle from the dealership there was a visible large bullet chip small crack in the windshield. The dealership told me that they were going to verify if it was filled, if not they would have to replace the entire windshield before leaving. The sales ************* ****** comes out and says yup it's been fixed you're good to go. As of today's date, another much smaller chip happened, I then took the vehicle to a glass repair company in Roseville. I found out from them that Honda had never repaired the larger damage to the windshield. They began the repair on both and I was charged for both when I should have only had to have one fixed. I reached out to Honda and was transferred to ************************* the sales manager. He said he was going to talk to his boss and call me back about reimbursing the one they were supposed to fix before I had left the lot (Because they had NOT fixed it, I was supposed to have been given a new windshield on the lot). ******************** calls me said no reimbursement because I didn't bring the car to them. Their dealership told me I had a 90 day period from sale where they would service my vehicle as it is not a Honda, after that I have to go elsewhere. So it makes no sense that I would have gone to Honda, as I had believed from being told it was fixed that it wasn't an issue. Only to find it, it had never been fixed at all. When ******************** stated I had to have brought the vehicle to Honda. I reminded him that I did not know they had NEVER fixed it, and the vehicle is not a Honda. His service center would not have serviced me. That it was unrealistic for me to have to pay this company a service fee to then drive to his lot for repair. He then refused to help, I requested information on how to file a complaint, ******************* then stated he was "going to help me, but now he will not and to have a good day ******." I didn't know that in the state of ********** it is ok to use retaliation tactics on consumers and to defraud them.

  Business response

  09/13/2022

  Thank you for bringing this concern to our attention.

  Our Sales Manager met with ************ on Saturday and went over different options on how to resolve her concerns. We are awaiting on a decision from the customer.

   

  Thank you.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a pre-certified car about a month ago. They told me it had go through a full inspection and verification. After a month it breaks down and they tell me I have about $2000 in repairs. They will not honor their dealership warranty that I am under and refuse to honor it and cover these costs. They have scammed me into buying a bad car and refuse to honor the warranty that covers repairs.

  Business response

  05/09/2022

  We have come to agreement with ************************ and she is being reimbursaed for a portion of the repairs.

*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. ↩