ComplaintsforDCH Honda of Mission Valley

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2022 Honda CRV Hybrid Touring on October 2022. On February 2024, I received a recall service notIfication. I brought my vehicle for the recall service on Feb 19 and 3 days later the vehicle electric system broke and I brought it back on Feb 22 and they said they repaired it, but on march 19 my car broke again with no electric system working and I had to drive the vehicle 50 miles at 3:30 in the morning from *********************** to my house in ********* at 30 mph in the freeway because the car did stall and lost power several times and it couldnt start easily and couldnt go faster than 30 miles, I used the emergency lights, but I was scared because I was risking my life.The next morning I called Honda Mission Valley and they give me an appointment to bring back my car on March 19 and since then until today April 24, 2024 they havent fixed the car, they gave me a loaner 3 days later, but my vehicle is not ready still and they stop reporting to me to give me information about the car. They have not responded my calls often times that I left messages for them to call me back and I dont know what to do with Honda since I dont have my car and I am missing a lot of money for my income because it was my Lyft and Uber vehicle to work with.

  Business response

  04/25/2024

  Hello,

  We understand this customer frustrations with this warranty repair.  His part is on back order through American Honda.  He has been provided a rental car at no cost to him for the duration of this repair.  Additionally, American Honda has placed this order with the highest possible priority for the dealer.  The customer is welcome to speak to the American Honda customer service directly at **************.  If the customer would like to explore trade or purchase options through his local dealer, he is welcome to visit our sales department and speak to ****.  **** had also left the customer a message on 04/22/2024 to discuss trade/purchase options.
  

  Customer response

  04/27/2024

  I don't accept the response since when I purchased a new car with Honda I did so to own a reliable and safe vehicle. This particular vehicle is neither reliable, nor safe. I thought it was going to work properly up to at least 200 K miles giving the right maintenance to it, which I have been doing always, but the vehicle failed at 58 K miles, it is a failed vehicle, not certainly what I expected to get when I pay almost 50 K dollars for it. Yesterday I visited DHC Honda dealer and I saw the body of the vehicle, abandoned in the yard, empty, with no engine, dismantled, converted into many bits and pieces laying in the ground, expose to the elements. They said they are waiting for the backorder parts in order to change them in the engine and system and rebuild those bits and loose pieces to put everything back into my vehicle. I certainly do not trust that I will get back the vehicle that I paid for. At this point I do not trust anything will be close to what I wanted to have when I got a loan to pay for a first quality, reliable and safe vehicle. I want a new vehicle and Honda should make an effort to rise to the standard of quality and offer me the possibility to trade this vehicle for a new one with all the easiness, terms and store credits for me to use, so I can be able to do that. I am calling customer service next week to see what they have to say about all this issue and the possible ways to solve this disgraceful situation, but I also believe that DCH Honda holds some responsibility, because now that the failed vehicle is there stranded and dismantled in the bodyshop yard for over 5 weeks, nobody has made any effort to bring that vehicle back to life and the only response is that they are waiting for the backorder parts while I am loosing already almost 6 weeks of my revenue because this vehicle was my office to produce income. I certainly need a financial compensation for it. Thank you. 

  Business response

  04/27/2024

  I am sorry the customer feels this way.  We are just trying to help him with all means available.  Without a part we are at a stand still.  Since American Honda holds his warranty.  We recommend he call and deal with American Honda regards to his grievances.  We will continue to work with American Honda to expedite this repair.

  Customer response

  05/06/2024

  Since DHC Honda Mission Valley got this vehicle paid in full, they do not care about the customer, but I got a loan of almost $50,000 dollars with Mission ******************** to pay them for this car and I am making my payments always on time, but I do not have a functional vehicle to do my work and I am loosing a lot of money since 8 weeks ago when the car broke, therefore I do not accept a response as vague and careless about a situation as serious like this. Thank you

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2023, we bought a used vehicle from DCH Honda of Mission Valley. In the terms of the delivery write-up, it was stipulated that the windshield wiper mister would be replaced. It was not replaced when we picked up the vehicle. We were promised reimbursement for the part that we had to replace to fix the issue. We have had nothing but problems with this dealership trying to get reimbursement for an issue that they were supposed to fix at the time of purchase. We would like the parts purchase price refunded.

  Business response

  01/08/2024

  Hello,

  We are sorry this happened.   The customer has been contacted, issued, and sent the check for the requested amount.

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

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Honda Accord sport 2018 bought April 2018. *** car has ****** miles. *** car is over 5 years old. I stay on top of my Maintenance. My car starts to have issues. I brought it in immediately to Honda dealership in *************** off of ****************** in **********. *** diagnosis report stated head gasket is at 70%. Why? ***re is no recall yet many other Honda owners are having this issue. Head Gasket should not be changed this early unless the car was not taken care of. I contacted Honda corporate and they declined to pay for the service. ***re needs to be a thorough investigation regarding these cars.

  Business response

  01/23/2024

  This vehicle is not at our store, and we have not seen the customer since 01/03/2019.  This should be opened to ******** Honda.
  
   

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ******************************* Im 69 years old. Im calling on behalf of my 95-year-old father-in-law. He has dementia and cannot drive. One evening he took his car to the dealership to have brakes checked. The dealership called him back the next day, and quoted him a price. He said not to do the work he called me and said his car had been stolen or he had left it somewhere and cant remember. I found out where it was called the dealership told him not to do the work I talk to *********************** I asked him what I had to do to get the car back. He said he would release the car to me if I paid the $204 inspection fee I agreed I went down there the next day in the afternoon that same morning, the dealership sent a driver to pick my father-in-law up, bring him to the dealership to sign the work orders, and they began to replace the brakes. That afternoon I went down to pick up the car and they said we owed $1700. I told him to work shouldnt have not been done. I was told by the service advisor that *********************** forgot to leave a note and she apologized. I left went to my father-in-laws house as I arrive there. The service advisor called my father-in-law and told him they would send a car to pick him up and get his car after he paid. They all knew my father-in-laws condition and took advantage of him. He still asks if his car was stolen or if he missed placed it. The advisor ******** never sent a strange person to pick him up. My father in law should never get in a car with someone he doesnt know. Which is about everyone!

  Business response

  01/23/2024

  We understand your concern with a family member.  This gentleman drove his vehicle into our store on 2 different occasions asking for service on 11/02 and 11/08 asking for a service, both times we simply complied.  We wrote a repair orders in which he signed.  After inspection, we called him and went over the findings, he agreed to the repairs.  After, we were completed the work, this issue arose.  We sent a Lyft concierge (only service we have) to pick him up as requested so he could pick up his vehicle, when picking up the vehicle we asked for the inspection/repair estimate that was signed and authorized. As a goodwill gesture we reduced the cost of repairs to our store cost. While we are sorry to hear about his medical condition, he did in fact drive his vehicle to us twice, ask us for service twice, and signed the repair orders and authorized the work.  Further he answered his personal phone and to our knowledge understood the conversation completely.  As you can understand we do not profile or assume any customer position when they come to us to do business, that lies within the family.  We only did what was asked of us.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 11th of 2022, I purchased a 2013 ****** XV Crosstrek with ****** miles on it for $24,283.93, and I put down $2,000 on the vehicle. I worked with three salespersons (whose names I will not disclose here but have documented) at DCH Honda of Mission Valley, located at **** Mission Gorge Road in ********* **********. This is after financing a vehicle from them previously- a 2016 ***** CX-5, on July 1st of 2021 for a financed amount of $25,399.88, which amounted to $35,461.58 total sale price (the total cost of the purchase on credit, including my down payment of $684.83). I went so soon after and traded the ***** in for another vehicle because I came to realize that it was simply too expensive a car for my lifestyle. When trading in the vehicle, I was told that the ****** was the only car they could give me (yes, I could not browse any other cars), and with a lower monthly payment reduced by about $60 (as a college student, thats a big deal- groceries or gas for a week, to be specific), I walked away thinking I was in a better situation.Boy was I wrong. To date (August 23rd, 2023), the ****** is being stored and has been registered as a planned non-operable with the **** I still make a payment of $389.00 every month on a vehicle that is unsafe to drive. Here is why: Aside from regular predicted maintenance, the car immediately came with a slew of problems that I was unaware of. The rear differential bushings leaked, the transmission fluid was low, the brake fluid was almost depleted, and I had to change the oil in the car more often than normal (even with synthetic oil changes I had low oil after ***** miles driven, even though synthetic on my car is supposed to last *****). My car was marked as possibly having an oil overconsumption issue (which is very expensive to fix, to an estimation of around $*****) by ****** dealerships and maintenance centers in Marin County, Kearny Mesa, and **********. The battery failed the *** test (its supposed to last 3-5 years), and the service advisor at one of these dealerships informed me that I was overcharged for my vehicle and that I should try selling it back. It was disclosed to me then that the engine was not in fact comprised of ****** parts. On November 30th of 2022 I purchased the Carfax on the vehicle (an additional $65) to see that the vehicle was worth $15,890 and that it had 5 owners before me. The Carfax were shown to me upon signing for the vehicle, however we will get into that can of worms in a second. I wish I could tell you that I repaired those issues and things got better, but that simply isnt the case. The car has a strong odor of gas while driving it (possibly a leak?), it often doesnt start, and its loud when operating the vehicle. Ive brought it to varying ****** centers multiple times to have it inspected in an attempt to be proactive and find the problem (at the tune of $180 per each inspection). I did initially bring it to DCH Honda, however even though I bought an extended warranty with them when I brought in the car, they said they could not work on it because its a ******, and gave me ***** when I tried to transfer my warranty so that I wouldnt have to pay the total out of pocket cost for repairs in Kearny Mesa (which was thousands of dollars). All of this is happening mind you while I live in ***********, meaning I had to commute and take time off of work for all of this hullabaloo every time the car broke down. Not only was I given uncertain operation times when I had to practically force DCH Honda to inspect my vehicle, but according to them they only have one lender vehicle for all their clients, so I was always stuck in ********* with no transportation and only a one-way Lyft ride supplied as compensation. Despite all of these efforts, no independent repairman or dealership has been able to diagnose the vehicle to this day.And then, things got worse. I went in and tried to reason with DCH Honda about the situation, but they said my hands were tied and that there was nothing I could do. They said they would sell me another car, but that they would tack on $10,000 on the asking price due to the unresolved balance on the ******. I later went next door to ************************************************* and showed the paperwork to a salesman there, and he was appalled. He said hed never seen a ****** rap this long before and informed me that he believed I got screwed over. Definitely unsettling, considering every other repair man and salesperson at the three ****** dealerships I visited across ********** told me this as well. Back to the Carfax- why sign onto a car with so many problems? Well, I was desperate, inexperienced, 21 years old, unaccompanied, under pressure and ill informed. Its not like they walked me through the details of the Carfax and explained how rough the situation was- otherwise, I wouldnt have bought the car! And here is the kicker: On June 18th of 2023, we discovered that the value of the car had depleted to only $6,470 (according to the Carfax). As of the day that I am writing this (August 23rd, 2023), the current balance left with the financing company is $19,131.32 . I pay almost $400 a month in payments for a car that is unsafe and therefore not in use (Ive been stranded far too many times). There are likely additional repairs that Ive failed to mention, but with the stack of paperwork I have on this car, it is difficult to keep track of every single thing Ive had to shell out for in the past two years. Cars require maintenance, but not to the extent that Ive encountered in such a short period of time. I have decent credit for my age, and Im not willing to destroy it and limit my opportunities until I am in my thirties by letting the car get repossessed. I have reached out to the financing company (they also agreed that this was a bad situation), but they said that all they could do for me was give me a personal loan with a high interest rate. I am at a loss. I dont know what to do next, but I cant afford to shell out money on a car I cant operate. I cant sell the car in good conscience either. While being so transparent about my financial situation on the internet is both embarrassing and crass, I need to find a solution to the problem, and I dont want someone else to fall victim to these people. While I am currently looking into how I can resolve this circumstance through arbitration, I do not have the financial privilege of hiring an attorney- and I am not even sure of how strong of a case I have. I come out with this information with the hopes of receiving any and all credible advice, and to advise anyone and everyone to PLEASE STEER CLEAR OF THIS DEALERSHIP AT ANY AND ALL COSTS. Even if they claim that what they did is legal, that doesnt make it any less unconscionable. I have saved all of my work forms and paperwork from all mentioned parties up to date, and everything I am writing is the unvarnished truth. It is not my objective to slander this dealership or its salesmen, but to hold them accountable for their actions.

  Business response

  09/13/2023

  I was able to review this deal. Based on the inspection i noticed my long term Master tech was involved. Everything was checked fluids, safety equipment tire brakes. We try to resolve all situations with our customers in a timely matter. Not sure if ******** would like to reach out to me personally ill see what i can do. She does have a service contract to protect for most of the components on the vehicle she mentioned. thank you ********************* *******************

  Customer response

  09/14/2023

  I am not satisfied with the response as there are no concrete outlines for what a "solution" actually looks like. The entire duration I have had this car has caused me an unreasonable amount of headache. Whether or not the mechanic looked a the car prior to sale (which is a requirement at all dealerships) is not explanation enough as the amount of repairs for the time frame that I have owned the car is unreasonable. The balance of the loan for the car is 3x its actual worth. Every time I have come in to try and find a solution I have left feeling frustrated after receiving the run around. When I have brought the car back to DCH Honda I have received pushback about fixing it because its a ******* I can't in good conscience sell the car knowing of its extensive amount of problems. I am stuck with a balance of $18,000 on a car I can't safely drive.

  Business response

  09/15/2023

  I would like to resolve the situation. I just need to find a good time for you to come down to the dealership so we can discuss this matter. Or if you would like me to call you, Ill be more than happy to.
  thank you, *********************

  Customer response

  09/19/2023

  I can be reached at ************* by phone. I live in *********** so coming down would be difficult with my work schedule. I look forward to speaking with you.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended warranty 4/8/2021 and took the car to DCH Honda on 6/27/2023 for a headlight issue caused by a seal defect from the manufacturer in which DCH Honda claims is not covered under the extended warranty. I purchased the platinum plan and the headlight says covered but now they are refusing to honor the warranty they sold to me for $2256.00 and want another $1600.00 for the part. The vehicle is still at the dealer and yet to hear back from the finance department which they promised to return my call two days ago. I have always serviced my multiple Honda vehicles with them but clearly do not care about loyal customers. I want this part covered as the warranty says is covered or a full 100% refund on the c*** warranty they sold me to begin with. I have spoken to ********* two days ago and still yet to hear back. I need this resolved one way or another. DCH's response while my car is at the dealer is unacceptable. I even received an email from them says I hope you were pleased with our service and to schedule another future appointment even though this appointment has yet to be resolved.

  Business response

  06/30/2023

  Hello, 

  We understand the customers frustration.  ************ or extended warranty has 100% coverage on all items.  Unfortunately, the headlight repair is excluded under his agreement (see terms and coverage of agreement).  Our finance director has contacted the customer and provided options should he want to cancel his extended coverage.

  Customer response

  07/01/2023

  Thank you for your response.
  Please refer to DCH Auto Group *************** Contracts For New and Pre-Owned Vehicles Sales Sheet (DCH-VSC-B 11/17). Under Section 10 "Headlight" is specifically noted as covered.
  Finance Director did not provide options. Only one option was offered - to cancel the *************** Contract with a pro-rated refund.
  I want the cost of the repair of the defective Headlight to be covered in full.

  Business response

  07/05/2023

  Hello, 

  We contacted the extended warranty company again for a review, the claim was not approved.  The customer is welcome to contact them (Assurant warranty) directly on the number provided on his contract.  His case number is 35286312.  He may also cancel the contract according to the terms through our finance department.

  Customer response

  07/24/2023

  I did contact the finance department and cancelled my policy which was prorated $1000.00 less what I paid for the policy with no claims.  This experience from overpriced parts and service I wanted to have performed at DCH were sky high and to be blunt couldn't believe the price quotes.  I have had all my Hondas serviced with DCH for over ten years and never had an issue until this past visit.  I ended up having the timing belt along with other maintenance needed performed at a different Honda dealer and was very pleased with the price quoted.  I had all my maintenance performed for less than what DCH quoted me.  The least DCH could have done was refund the full price of the warranty and I would have been satisficed with that outcome and continue to do business with them including buying my next car with DCH.  However since they flat out refused to at the very least ***** a full refund with never using the warranty plan I cannot see continuing to give my business to DCH. 

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: 5/19/2023 I went to this dealership to purchase a vehicle. I was told the **** alarm system was MANDATORY on all used and new cars. The finance manager told this to my face TWICE. I questioned this and he said this was mandatory. After doing my research, I found that this alarm system was in fact NOT MANDATORY. I called the dealership on Monday 5/22/23 and spoke with a different finance manager. He said they would need to call the bank to redo this contract EXCLUDING the **** alarm system.I called back because I didn't receive a call back w/ confirmation and he did not answer. I walked into the dealership to speak to him in person. Was told this would probably take place today 5/23/23. I am still not satisfied. I was talked into the warranty as well without detailed information what this warranty entails. I would like the warranty complimentary or taken off my contract as well.

  Business response

  05/24/2023

  Hello, 

  We have contacted this customer and will be re-writing her contract with the customers requested changes.  The customer stated that this will be satisfactory to them.

  Customer response

  05/24/2023

  
  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.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  04/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This took place at 11am 4/30/23. I used the *** *** process, received an offer plus a dealer boost (likely because this is a Honda S2000 that's been serviced religiously at this dealership since it was purchased in ****), and set an appointment for Sunday morning after an email conversation with DCH rep ******** I show up, and the person I set the appointment with is apparently off. Ok, no problem, someone else can help me. I bring up the *** offer I received (that DCH Honda Mission Valley boosted themselves) and try to give them the offer code so they can compare my inputs to the conditions they determine, and no one even wants to look at my *** offer. I bring it up again, hey guys, I'm here because of this *** offer, and they won't even acknowledge it. After 10 mins they come back with an offer **** lower than the prior offer and still won't even look at the ***. I've carefully reviewed the dealership terms of use and service on the *** *** website and discovered that this business violated their terms of agreement. Thanks for your time

  Business response

  05/01/2023

  This customer applied for an Instant Cash Offer on KBB we purchase several vehicles from this lead source, but unfortunately the vehicle that was inputted was described as a perfect unit, when they inspected the vehicle it appeared to have some paintwork on it, which will affect the value, especially an S2000, when vehicles are not presented to us correctly our guaranteed value is null and void with KBB. I would be more than happy to re-evaluate the vehicle to assist the customer in anyway, called and text personally and haven't heard back. ********************* General Sales Manager.

• Initial Complaint

  11/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold my 2021 Kia ** to dch Honda in June of 2022 for $30,000. They were to pay off the loan I held with upstart and then give me a check for the remaining proceeds. The final payment was received by upstart a month after they took possession of my car. I found out a month later that they didnt even pay off the loan and there was still a balance I needed to take care of before the title could be sent to DCH Honda. I made the final payment and for weeks called upstart and dch Honda to confirm the title had been sent to dch Honda so that I could get my remaining proceeds. Time and time again I was told different issues and reasons from dch Honda as to why they couldnt pay me, mostly they said it was an issue on Upstarts end. In October Upstart confirmed that they title had been released to dch Honda yet I still hadnt received payment and dch Honda had already sold my car. Now I am not in possession of this vehicle since June, theyll already sold it and the money that is owed to me has not been paid. I called the *** here I ********** and was told the car has already been registered to someone else and still I have not been paid. This is unacceptable, I sold my car because I needed the money, now I have been made to wait months for money that is mine, and been put in an extreme financial situation because of it. I want my money and I want to know how this car can be sold by dch Honda and they be paid for the sell but not the same has been done for me.

  Business response

  11/29/2022

  Hello, 

  We apologize for this situation, but the problem is with the customer original financing bank/ Lein Holder Upstart Network.  Despite repeated requests to the customers bank (more than 10), they have only sent us a lien release which is insufficient to complete the transfer and release funds.  We have communicated with the customer, she communicated to us that she was going to assist in getting Upstart to forward the title to us.  Upstart Network, did recently contact us and state that," titles are processed now by a third party, DDI Technologies and should be forthcoming to our store but would not provide a date.

  We process hundreds of transactions monthly and customers banks are always forthcoming with the necessary documents for funding. For some reason, Upstart Network has chosen to not provide the required documents for funding despite repeated requests and conversations.  As soon as this is received, funding will be commenced the very same day.

  We are sorry for this situation; we just need the original financing institution to provide the required documents.

  Customer response

  11/29/2022

  Im not understanding how this issue is great enough for me to not receive payment but not great enough for DCH Honda to be prohibited from selling the vehicle that I sold to them but was never paid for. Upstart has received payment, DCH Honda took ownership of the vehicle, the vehicle was sold but I am without payment. 

  Business response

  11/30/2022

  Hello,

  It is true, that this has created 2 problems due to UPStart North not providing the documents.  They cashed our check on 07/15/2022.  Without the documents, this is holding up your funds and preventing the new customer from taking ownership.  We contacted them (UPstart North) again several times yesterday, they have assured us the title will be released soon.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle a with VIN *****************, A 2019 Honda Clarity. I would like a refund on the **************** Plan DCH Platnum. I have tried to contact the dealership several times with no success. I would like the paperwork to cancel the plan or just refund me.

  Business response

  05/11/2022

  ******** from our ****************** will contact customer and resolve cancellation and refund through Driveway for customer.  Estimated completion 05/11/2022.

  Customer response

  05/11/2022

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

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