Complaints

This profile includes complaints for Pacific Honda's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pacific Honda

  4761 Convoy St San Diego, CA 92111-1914

  
• 

  Pacific Honda

  4698 Convoy St San Diego, CA 92111-2331

  
• 

  Pacific Honda

  4697 Convoy St San Diego, CA 92111-2309

  

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:02/22/2025

  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.

  On 29Jan2025 I brought in my 2016 Honda for service since the starter was not working. I was told multiple times by the technician ***** ********-****** that this would be covered by the extended warranty. It was not until I went to pay that I was told that since my car was delivered in December 2015 it was not covered. This is a bait and switch. I could have had the repair done for far cheaper at a different location. ***** even called me and on the phone said "good news, the repair is completely covered by the warranty". On top of that, the starter problem is well known by Honda, which is the reason for the extended warranty (9 years!). To not be allowed to be included in that a few weeks past the date is ridiculous. business practice by ********************. I paid a total of $894. for service on 29Jan2025, of which $338. was due to the starter failure. This amount should immediately be refunded since I was falsely told it was under warranty as well as the fact it was serviced weeks after the warranty extension.

  

  Business Response

  Date: 02/26/2025

  Pacific Honda made contact with customer, we explained that the Warranty Extension had expired and that was beyond our control.  In light of the situation, we offered the customer a onetime goodwill credit of $173.00 which she accepted as resolution to this matter.

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

  Customer Answer

  Date: 02/26/2025

  
  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

  Date:11/19/2024

  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.

  I purchased a car from Pacific Honda. At the time of the purchase I had a quote of the price of the car. When then came to have me sign the papers to purchase the car the price was much higher. I voiced my concern the manager came back with a new price still $1500 higher than the quote. I was told that it was for an alarm that was on the car. I told them I did not want the alarm and the manager said he would give it to me at his cost because it was already on the car and they could not remove it. I was left to believe I had no choice. I took the car and the alarm company began contacting me to set up alarm. When I asked what that entailed they stated the would install the alarm and set it up. I said I would get back to them. I called Pacific Honda and spoke to a manager and stated my concern that they told me the alarm was already on the car and that they had lied to me. He then checked around and came back to me and said they would refund me and put me through to finance. While in finance ***** asked me for my banking info and said they would send the check. 2 weeks later I called as the check never made it to my bank. He the. Emailed me and asked for my banking info again and said he needed on writing that I didnt want the alarm. I responded to the email with the info and that I did not want the alarm. It has been another 2 weeks and I still do not have the refund. I have left messages with ***** and managers and no one will call me back and I still have not been refunded. I want my refund due to them lying to me about the alarm.

  

  Business Response

  Date: 11/20/2024

  Good afternoon,

       We have communicated with our client and this matter has been resolved. 

  Thank you. 

   

  Customer Answer

  Date: 11/25/2024

  
  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. However, I remain dissatisfied that the company lied to me about the alarm already being on the car and all the undue time and stress it took to resolve this issue. None the less, the issue regarding the money for the alarm has been resolved and there is nothing more to be done.  
  
  Regards,
  
  ******** *****
  
   
  

• Initial Complaint

  Date:10/31/2024

  Type:Sales and Advertising 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 bought a car in Pacific Honda ********* on Friday 10/25. i was going to pay cash and wanted to avoid credit inquiry on my report, but my money transfer to my checking account was still in progress. I made it very clear to the sales person - told them that i don't have to buy a car today and i am trying to avoid additional credit inquiries on my report, asked them for options like to put a hold deposit and pick up the car later; or just come back to buy the car next week with cash to pay it in full and avoid credit inquiries. After that Sales team told me that we can finalize the transaction today and they would not run my credit report unless i don't bring money by Wednesday 10/30. I asked multiple people from sales and finance offices multiple times and was convinced that there will be no inquiry on my credit report unless i do not bring the check with full amount by 10/30 (except for $5k i paid with my credit card). Then i received an notification from Experian that there is a new inquiry from American Honda Finance on 10/29. When i went back to Pacific HondaSan ***** on 10/30 to give them the check i was told that sales person did not communicate it properly to finance department and finance department followed their standard procedures and checked my credit score later by mistake (she said its their standard procedure and in rare cases when they make exceptions its usually communicated which did not happen this time). they told me i can try to dispute it with ********. When i called Experian i was told that they would need a letter fromAmerican Honda Finance to remove this inquiry, when i called American HondaFinance they told me since i don't have an account with them i would need to callPacific Honda ********* and when i tried to talk to Pacific Honda San ***** finance department again there was a different person who said that its a company policy to run credit reports on everyone unless they bring cash and they will not try to help me remove this inquiry.

  

  Business Response

  Date: 11/01/2024

  We spoke to Mr. ********* to inform him we will be in touch with American Honda Finance to remove the inquiry. Our finance director will assist, and our ** had a conversation with the employees involved so it doesnt happen again. 

  Customer Answer

  Date: 11/04/2024

  While initially it seemed that the dealership would help me resolve this issue, I have not received any follow-up communication confirming their commitment to removing the inquiry. I have done my part by contacting Experian and American Honda Finance to facilitate this process and was told that I am going to need help from Pacific Honda to proceed. In our most recent conversation (on 10/31 over the phone with ***** from finance **** if I remember the name correctly) they declined further assistance in removing the inquiry, which led to this complaint.
  Once the dealership follows through on their commitment to help remove this inquiry from my credit report and the inquiry is removed, I will consider this matter resolved and will be satisfied with the outcome.

  

  Business Response

  Date: 11/05/2024

  Our finance director submitted a letter to American Honda Finance last week to dispute the inquiry. American Honda Finance has their process which may take a bit to remove it, its not instant. 

  Customer Answer

  Date: 11/15/2024

  
  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,
  
  ***** *********
  
   
  

  Customer Answer

  Date: 02/05/2025

  I am submitting a follow-up complaint regarding a previous issue with Pacific Honda, which I initially reported on 10/31/024. In my initial complaint, I stated that the dealership performed a credit inquiry on my credit report without my consent or authorization. At the time, the dealership acknowledged the error and stated that they would initiate the process to remove the inquiry from my credit report. However, over 90 days have passed since that promise, and the inquiry is still present on my credit report. Despite their assurances, the issue remains unresolved. I am requesting further assistance to ensure that the dealership removes the unauthorized credit inquiry as soon as possible, as it is negatively impacting my credit score and financial well-being.
  

  
  

  

  Business Response

  Date: 03/11/2025

  On Monday November 5, 2025, Pacific Honda sent a letter to American Honda ******************* requesting the removal of the credit inquiry from Mr. *********** credit file. Due to the consumer privacy laws, we do not have access to follow up with this request on whether **** agreed with the request of removal. Please let us know if we can further assist. 
  
  

  Customer Answer

  Date: 03/12/2025

  I attempted to contact Honda Finance; however, they were unable to assist me since I do not have an account with them. Additionally, I still see the inquiry on my Experian report.
  Would it be possible for you to provide me with a direct contact or department that handles credit inquiry removals for individuals who do not have an account with **************** Finance?

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair 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 purchased my vehicle a year ago and it is not operable. It's at the dealership and they refuse to give me a loaner or tell me what is wrong with it. It's a Honda Accord. This is lemon law. They need to respond with a refund, or exchange, AND give me a loaner so that I am able to go to work.

  

  Business Response

  Date: 09/09/2024

  Vehicle has been repaired and returned to customer.

   

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair 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.

  My story starts like this.In 2022 I went to National city, ****** and purchase a 2020 Honda civic with ***** miles on it(manual transmission)and purchased the extended warranty.As time came by, about at ****** miles my car starts having issued and not engaging in 4th gear.As issues started to agrviate, I took it to various of Honda dealers and non of them wanted to respond for my transmission. Until I found pacific Honda.The process started and went perfectly fine until the cost of repair and the repair was done.First of all my warranty didnt wanted to cover the repair or issue, but only wanted to cover my rental car. As the issues and repair came to the light, Honda told me. Clutch is burned, and I ended up paying ***** for a clutch replacement and a transmission rebuilt for my 3/4 gear engagements. They gave me ****** miles or a year of warranty on the job done. I picked up my car from the dealer aproximatly at ****** miles and in April 14 ,2023.Its almost a year and fraction, another ****** miles extra on the car and now my first and second gear dont want to engage. Took it to Honda, told me its not my clutch or my transmission cable, and again want to charge just to check my transmission over ***** dollars.I still have an extended warranty, car with 5***** miles on it. Im really frustrated, mad, unsatisfied, multiple emotions combined, almost lost my job. And my car again f-up in less than 2 years. And its my transmission not the clutch or cable, which is not a tear and wear.I hope to get a resolution or an option. To follow and pursue for a repair at least into my car.

  

  Business Response

  Date: 07/24/2024

  Our service manager spoke with customer, we explained he does have powertrain warranty on the transmission for manufacture defects.  In order to determine this, we would need customers authorization to remove transmission which he would think about it and get back to us. 

   

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

  Pacific Honda.

• Initial Complaint

  Date:05/25/2024

  Type:Service or Repair 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.

  Date issue happened: 5-25-24 I am writing this because I was corresponding by email with ********************* about purchasing a car. ***** sent me pricing sheets on two different vehicles. In both emails, he says that these were "cash" prices for the car. I showed up at the dealership and told them that I was comfortable with the price of the car and that I wanted to trade in my current car. They then took my car, inspected it and we came to an agreement that they would give me $19,400 for my trade in. The total "out the door cash price" for the new car was $52,753.61. I have it in writing that this was a "cash price". After having multiple opportunities to inform me about everything, ***** came back and said that I had to finance the car if I wanted the $1000 rebate that was in the cash price that he quoted me. I told him that I don't appreciate the "bait & switch" tactic and that I expect the dealership to honor the price that was put in writing. He said that he would ask the manager. We waited 20 minutes and ***** never came back. He had a junior salesperson come back and try to tell us that we needed to take less for our trade. I told him that I expect that the dealership would honor the written price and he told me that they wouldn't do it and handed me the keys to my car back. I asked to speak with the manager and the manager would not speak with me. He had the junior salesperson come out and tell me that we would have to wait until he helped 3 other customers before he would talk to **** have at least one witness that was present for all of these discussions and I have a written price sheet, which constitutes a contract, and they chose to breach it after I didn't go along with their bait & switch tactics.

  

  Business Response

  Date: 05/30/2024

  Good afternoon,
  
  
     We have spoken with **************************, however, unfortunately he has purchased at another dealership. 

  Thank you. 

• Initial Complaint

  Date:11/04/2023

  Type:Service or Repair 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.

  Bought a Honda Civic on 2020 and my car now is 3yrs old I reached out to Honda Pacific in person and shown them what happened to my car paint. They took pictures of it in the end they said they cant do anything about its a *****. Instead their response is I can but through them a new side mirror and handle to fix the situation and its almost a **** for me to buy just the product and I dont know how much for the installation. Its frustrating for me as a consumer.

  

  Business Response

  Date: 11/06/2023

  Today spoke with **** and explained that the out of warranty repairs are decided by the manufacture American Honda.  I have offered to make an additional attempt to request goodwill coverage for these repairs.  I do agree it is premature paint peeling and I will see to what extent I can provide assistance.  

   

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

• Initial Complaint

  Date:10/01/2023

  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.

  I am a retired senior citizen who recently purchased a 2020 certified Honda Accord from Pacific Honda in August of 2023. The car was described as having a minor accident in 7/12/2022.This model has an automatic emergency braking system. Historically, the car was involved in a front bumper collision which is also the location of the wave radar unit. After driving 117 miles, the braking system malfunctioned. I called the dealership to explain the dashboard warnings and that I needed to "report to dealership". The dealership service center said that it was my fault that the system malfunctioned. This is NOT true! I want a copy of repairs to the body, the braking system, and number of recalls for this car.

  

  Business Response

  Date: 10/05/2023

  Both ************************* Service Director and *************************** Used Car Director have been in contact will ************** after the sale, since her accident, and before and after her BBB complaint.  We have met with her in person, spoke on the phone and have responded to all emails.  She had admitted to us that she hit a rock while driving which is what damage her bumper, splash shield and camera.  Regardless of this circumstance we will be giving her a full refund and reversing the sale
  
  
  *************************** | Used Car Director | Pacific Honda
  ****************************************************************
  TELE ************** | EMAIL *********************************** | WEB *************************************

  Customer Answer

  Date: 10/09/2023

  The email from Pacific Honda as to the cause of faulty electrical braking system is not true.  I asked the following question regarding post repair scan and whether it has

  performed on the used car after the front end collision and the location of the wave radar unit.  They did not provide a response.
  

  
   ************************* of Pacific Honda, Kearny Mesa, *********

  After the collision in 7/12/2022, was there post-repair diagnostic scan before I purchased vehicle and on what date?  

  All vehicles must have a post-repair diagnostic scan to confirm that no DTCs remain.  Any repair that requires disconnection of electrical components in order
  to perform the repairs will require a post-repair diagnostic scan to confirm  if the component is reconnected properly and functioning.  
  Damage that requires the replacement of body parts will always require a post-repair diagnostic scan.  
  
  I look forward to your response.
  
  Thank you for your co-operation,   *************************** did not respond to the question.

  I was also falsely blamed for faulty system and  was billed for $3,400 (approx) for fixing the faulty system

  No I am not happy with their response
  
  

  

  Business Response

  Date: 10/25/2023

  Pacific Honda's response to Complaint ID Number ******** (Complaint) regarding the 2020 Honda Accord VIN ***************** (Subject Vehicle) purchased by ***************************** from Pacific Honda. First and foremost, as far as Pacific Honda is concerned, this Complaint has been resolved. On October 24, 2023, Pacific Honda unwound the deal, and refunded to ************** down payment in the amount of $2000 to the credit card charged and issued her a check in the amount of $24,540.95. ************** is no longer in possession of the vehicle and has been made whole. Pacific Honda took this action as a gesture of goodwill and not because it had acted with any malfeasance as more fully set forth below. The facts of this case are quite simple. On or about, July 5,2023, ************** purchased the Subject Vehicle from Pacific Honda. At that time,it was disclosed that the Subject Vehicle had been in a prior accident, where it suffered minor damage. ************** acknowledged having received this information in the Carfax disclosure form, which she signed at the time of purchase. Thereafter, on or about September 6, 2023, ************** brought the Subject Vehicle in for service claiming that because of the prior minor accident the braking system inadvertently activated causing damage to the camera, engine splash shield and bumper. However, during two separate conversations with *************************, Service Director and *************************, Director,************** admitted that she actually hit a rock, which is what caused the damage. This is further confirmed in an email that ************** sent to *****************************, Service Advisor. Nonetheless, in order to resolve this matter, and as a gesture of goodwill, Pacific Honda agreed to unwind the deal and refund ************* her money making her whole. As of this writing, we are pleased to report, as indicated above,that ************** accepted the proposed resolution and this matter, as far as Pacific Honda is concerned, has been fully and finally resolved.

   

  Customer Answer

  Date: 10/27/2023

  
  Better Business Bureau:
  
  The Honda Accord in this complaint had been involved in a front end collision.  The dealership did not disclose all details regarding the repairs.  While driving,

  the electrical braking system malfunctioned.

   

  
  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair 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 bought a van with a warranty. I traded in the van shortly after. I attempted to cancel the warranty by calling the warranty company. They told me to call the dealer to cancel. I called several times and could never get anyone on the phone. I decided to call it a wash since I moved out of state and couldnt go inside the dealer. I traded in the car I traded the van for a few weeks ago and was told by the dealer to try and cancel the warranty through email because its the right thing to do. Its been 3 weeks since I reached out to ****** and he isnt really helping me. I sent an email to the general manager last week and got no response. I just want this warranty cancelled and reimbursed for the amount I financed. Wether it goes towards the new auto loan or to me, I just want this cancelled and it shouldnt be this difficult. Even if I kept the van, its still my right to cancel it anytime.

  

  Business Response

  Date: 08/09/2023

  ************ was able to provide the documentation that is required to calculate the refund for the vehicle service contract. We have forwarded the cancellation request and documentation to ************************** to process the refund to ************* 

• Initial Complaint

  Date:05/27/2023

  Type:Service or Repair 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 mislead into a done deal from the sales manager and tacky sales representative. I was given a done deal number and then changed. I sold my vehicle to make this deal happen and Pacific Honda changed the deal. Horrible way to handle business. I was also told to leave the premises because I referred to them as horrible people. Pacific Honda are misleading and dishonest sales businessmen.

  

  Business Response

  Date: 06/16/2023

  Pacific Honda and Mr. ******** have resolved the miscommunication regarding this complaint, and we are currently assisting Mr. ******** in purchasing his new vehicle.