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:02/13/2025

  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 took my car in to Honda for service on 2 oil leaks. They left my car with no oil. We are not sure if they drained the oil and forgot to refill, or neglected to check oil levels after the repair, but after a meeting with the **, they stated that they could give me a refund, but won't unless I sign away liability that they did any damage to my engine. I believe they damaged my engine, and I want it inspected. They stated, on recording, that they do not believe they need to even check the oil, let alone fill it, after an oil service. According to the *** (which they should be certified by) it is, in fact, an imperative step that IS required and they neglected in an oil service.

  Business Response

  Date: 02/25/2025

  We reached out to ***** and let her know that we were going to go ahead and refund her the money for the service. According to Ms. ****** and our records, the vehicle had a long history of consuming oil. We diagnosed the oil leak on one visit. She brought the vehicle back for the repair approximately 700 miles later. The repair did not require that we drain or refill the oil. That being said, we do believe that our tech should have re-checked the oil due to its past history of burning oil. That is why we refunded the work. We do not accept any further liability due to Ms. ***** own testimony that the vehicle had a history of burning oil. 

• Initial Complaint

  Date:12/08/2024

  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.

  We were told when we bought our 2019 Honda Civic (purchased in 2020) that there was a 7-year warranty on the paint, because they've had issues with paint. This year the paint around the back window started chipping badly. We spoke to a service manager when taking the car in for an oil change about the paint. He said it was "our problem". We had to speak with other service managers/techs until we were told they'd pay for 75% of the cost to repaint (as a loyal Honda customer). We knew it needed done and did all the leg work ahead of time. We took our car to Honda on August 17th. The car was gone for a long time without anyone reaching out. We reached out to Honda numerous times as well as Landmark Auto, the shop where Honda sent our car. Finally, in October it was ready. When we went to pick it up it was broken, pieces were missing off the interior of the car as well as the fender. We found both in the trunk. They needed to put the car back together, fix what they had broken. They took the car and had it for another month without any communication. In November we were told it was ready, when picking it up this time we found that the gas tank lid had been broken. They told us they would assess it if we paid and that's when we explained that they were the ones that had broken it, and they needed to fix it. We did not bring our car broken in any way. It's now December and we haven't heard a thing. We are not sure if it's just sitting in a back lot or what is happening. I sent an email complaint and heard from someone on November 27 saying the ** would reach out. We have yet to hear anything. At this point they've had our car for 5 months; we paid our portion for the paint and feel like we should get that back. They have broken the car multiple times and tried to deny it, and each time gave it back to us dirtier than when we brought it in. I fear what they are doing with the car, what else is broken, and if I can even trust that they are doing what they say they will do.

  Business Response

  Date: 12/19/2024

  Planet Honda made a warranty claim with Honda corporate on the customers behalf. **************** covered the paint work but it took a long time for them to approve. Then, after receiving approval from Honda, they lost the documentation of said approval. Upon finding that, they re-approved the claim. Landmark ******** who completed the paint work, did damage the fuel door and has completed repairing that. All work is now complete and the customer is set to pick up their vehicle today. We consider this matter to be resolved. Customer also received a loaner vehicle at no charge to them for the duration of this repair. 

• Initial Complaint

  Date:05/06/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Invoice #****** on 5/3/24. Upon review of the paid invoice when I got home, it was discovered I paid $54.95 for Miscellaneous charges and deductions for all jobs- shop supplies. I would like this charge removed from the invoice/reimbursed to me as there was no prior disclosure of this type of charge and when I called to ask about it I was given a vague answer about it being taxes and shop supply costs. Yeah, no. That does not justify that additional charge. You cannot just throw random $55 charges onto a large invoice and hope the customer doesnt review it (I paid $1,712.47 total, which ALSO INCLUDED taxes (shown on invoice) and a 2% credit card service charge-also not disclosed prior to paying.) Considering what I paid for service on this day, it seems very shady to add a charge like this on to someones bill. Please remove it and refund my card for $54.95. I have been a loyal customer the entire length of owning my car, but this will be my last time going there with business practices such as these.

• Initial Complaint

  Date:12/06/2023

  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.

  Brought my 2008 Honda Odyssey to Planet because it was having a front-end noise with lock to lock turning at low speed, such as backing out of a garage and turning to drive off. First time was August, 2022. Last time was August, 2023. Each time Planet was to figure out the problem and fix it. They'd call and say something like "it needs a [whatever], which runs about {$ whatever] and I'd say ok. They'd do the work. Within a very brief period of time, the problem would reoccur. I'd bring it back and the above would repeat itself. The last time, in August, 2023, I paid about $2,400. The problem returned within two days. I finally gave up and had to sell the Odyssey at a loss and buy a new car. I've met with the General Manager and the Service Manager. They say "too bad" because "you [me] authorized the work we did." Yes, I did but only because Planet said "this is what is needed to fix the noise." Nothing they did ever fixed the noise. I didn't hire them to replace parts per my specification; I hired them to figure out what was wrong and fix it. They have all the documents, i.e., their Repair Orders, my requests for refund. Told them I'd settle for just a refund of the $2,414.83 they charged me and I paid for the August, 2023 failed attempt but got a "no."

  Business Response

  Date: 12/06/2023

  We understand your disappointment. However, when we all met, we agreed none of the work performed was unnecessary. This was the first time those suspension components had been replaced, and with the mileage you had is impressive. As we discussed in our meeting, Planet Honda will not be refunding you for the repairs you paid for before you traded it in.
  
  We appreciate you as a customer, ***** and we hope to continue the relationship with you as a member of the Planet Honda Family.
  

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20968826
  
  I am rejecting this response because:  it is non-responsive to the problem in the complaint.  I did NOT hire Planet Honda to replace "old" suspension parts; I hired them to diagnose the front-end noise and fix it, i.e., do what was needed to stop the noise from recurring.  I made no decisions whatsoever as to which, if any, parts should be replaced; those were all Planet's decisions.

  As to "old" suspension parts:  I've had several Odysseys, none of which required essentially the entire front end suspension to be replaced even once, even though I typically drove them well over 200K and one over 300K miles.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/08/2023

  Would like to use the BBB Arbitration Program for this complaint.  How do I access same?

• Initial Complaint

  Date:09/27/2023

  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.

  In April of this year I purchased a used 2020 Honda civic sport, this was a certified pre-owned vehicle but just 5 months later the clutch goes out on a 3 year old car, mind you I do not drive it aggressively. Honda claims their certified pre owned vehicles are HondaTrue if they pass an 182 point inspection. They warranty they sold me unfortunately does not cover the clutch and they want to charge me almost $5,000 to replace a part that should have been replace during the inspection, I believe they sold me this car in a less than acceptable condition.

  Business Response

  Date: 10/17/2023

  The Honda Certified warranty covers up to 7 years or ******* miles of powertrain coverage and the clutch is not included as powertrain. Unfortunately, the clutch is a wear item, similar to tires and brakes, so as a wear item it is not covered by any warranties. 
  
  All of our vehicles go through an extensive multipoint inspection. This unit in particular was inspected and reconditioned in March (one month before the sale). It was reconditioned to the standard that is set by Honda for it to qualify as a Certified Used Vehicle and passed the 182 point inspection once it was reconditioned to that standard.

• Initial Complaint

  Date:01/23/2023

  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.

  Brought my **** MDX to Planet Honda because of check engine light on 1/23/23. Second trip to Planet Honda, first one November *****, 2022 when I paid $2,039:1.Replace battery $194 2.Front lower arm compliance bushings were torn replaced & alignment needed with repair $792 3.Power steering pump replaced & flushed $725 4.Oil change $78 5.Transmission fluid replacement $158 Today: they charged me $189 for a report: "Scan on the vehicle found a code PO420 so it needs a rear cat converter to fix that issue. No other options or analysis were shared on what can be done. Cost is $5,118, with a total suggested repairs of over $11,500 - outlined below. (combined with the $2,000 they charged me in November, their recommendations are to spend $13,500 in 50 days for a car worth $4,000)Being shocked, I did a quick ****** search on the code and found: ********************************************* and saw 10 possible reasons for this code, not just the catalytic converter as they told me. When I shared my concern about not sharing an actual analysis or review of options with the tech, ***, he told me that catalytic converters are now really expensive because of a new ******** law. When I came to pick up my car, I asked to speak to a manager. This manager was dismissive of my concerns and said that I didn't know what I was talking about, stating, do more research. I did not catch the name of the person I spoke with (and when I called to get his name, the representative could not give me a name of a manager). Summary of todays report $11,585.13:1.Alignment out of spec (no price quote to repair and no mention that I paid for this service in November)2.Rear differential fluid - $147.03 (already done at Acura dealership)3.Rear main seal - $2,483.60 (passed their inspection for engine leaks 11/25/22)4.PO420 code of catalyst failure - $5,118.50 (no alternative options for the code were shared)5.MM4 service - $3,836 (already done at Acura dealership)

  Business Response

  Date: 01/24/2023

  *****,
  
  You came in for a check engine light diagnosis. We performed diagnosis and testing which led us to a failed catalysis converter. You expressed your concern was that you were not given alternative options to repair the vehicle.  I do understand this concern however when a catalysis fails, the only option to repair the vehicle correctly is to replace the failed part. I am sorry we are unable to give you alternative options at this time. I will go ahead and issue a credit of $198.60 which is the cost of the diagnostics you paid for due to you being unsatisfied with the results. If you have any further questions or concerns, feel free to contact me directly.
  
  *************************
  Service Manager
  Planet Honda
  ************
  **********************************

  Customer Answer

  Date: 01/24/2023

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

• Initial Complaint

  Date:12/08/2022

  Type:Sales and Advertising 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 put down a deposit on a 2023 Honda CR-V, a black model, which was due to arrive in January 2023. I was contacted by the sales rep who told me a ***************** in the same trim was available earlier, which we agreed to. We had mutual agreement, but then ******* (the sales rep) reached out and said they would not able to hold the car for 72 hours. I explained that we were on a cruise and would be back shortly after. The seller refused to be flexible at all and not only removed my hold on the ****************** but also removed by hold on the black CR-V, and refunded my deposit without my consent. I want *******'s behavior corrected and the ***************** we put the deposit on. I already shared with my wife this was her Christmas present and even bought a big bow off Amazon. Now I have no car at all. I can't believe someone can care so little on a $40,000 sale. In additional I have a trade in and was going to finance through the dealership. Unbelievable!

  Business Response

  Date: 12/09/2022

  We received the concern at a similar time frame to this BBB complaint.  The customer has a valid complaint and we made a mistake.  We have followed up with the sales consultant to review this issue, to ensure it doesn't happen in the future to someone else.  We also put the customer's name back on the ***V ****** after contacting the other guest.  We apologize for the frustration that this has caused and hope that this resolves the concern.

  Customer Answer

  Date: 12/10/2022

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

• Initial Complaint

  Date:05/24/2022

  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 new honda in 2020 - still under warranty - planet honda refuses to honor the warranty and want to chage 300 for brakes - the car only has ***** miles on it. The brake system is defective - it is well documented on line the pathetic explanation they gave me is that the brake rotors must have gotten corroded even before I bought the car and therefore the brakes are uneven- now really!!!!!!!!!!they should honor the wartanty and fix the brake problem - it has been a problem sincee i bought the car

  Business Response

  Date: 05/25/2022

  This customer appears to reside in **.  There is a Planet Honda there and has no affiliation to us.  Please double check to make sure.  I do  not show any record of this guest in our database.

  Thank you

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

  General Manager