ComplaintsforPlanet Honda

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  12/08/2023

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

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received some work done to my car last June and upon getting an oil change yesterday I had to get the transmission and brakes flushed even though I was told they were done during my appointment last June. The car has only been driven ***** miles between services. I was also told last June that they checked my tires when in fact they did not and they were not filled. I addressed it with the service department at that time, but they doubled down saying they filled them. Now I am unsure if any of the services I paid for were completed. During the service in June they also kept me car for multiple days when telling me it would be able to be picked up at the end of the day because they were "busy."

  Business response

  02/21/2022

  ********,

  My name is ******* and I work for Planet Honda's ownership. A copy of any BBB complaint gets emailed to me, **** Osborne (Honda's General Manager), and *************** (Honda's Service & Parts Director). We all receive these and I am the one who write a reply based on **** and Hoan's response. We've reviewed your service history and we see your last visit was in June 2021. Your repair ordered contained the following performed tasks: A/C Diagnostic (not cooling well), Oil & Filter Change, Transmission Fluid Drain & Fill, ************************** Maintenance Minder 7 ************ ***** Steering Fluid Exchange, Alignment Check, Multipoint Inspection. We performed an A/C evacuation and recharge as there were no leaks but the system was low. Your ** vent temp was 44 degrees prior to the recharge and 38 degrees following the recharge. 

  Your story suggests you since went to a different repair facility who recommended similar fluid exchanges be performed. Repair facilities will make that recommendation based on two conditions: 1.) visual exam of fluid 2.) mileage of vehicle and vehicle history. Because this other facility did not perform those services, and as you state - the mileage was similar to when you performed the services - I suspect that is why they made those recommendations. There could be fluid cloudiness or darkness. This is not uncommon for ATF/brake fluid as it runs through the system and changes from its original color. Brake fluid is hydroscopic and absorbs moisture by ************* months with no mileage will change the color. ATF fluid also has a broad range of colors that indicate its condition. So you know I am not making this up - here is a helpful link - https://cartreatments.com/transmission-fluid-color/ 

  **** (Service and Parts Director) recommends you bring the vehicle in to our facility where we can inspect the work we performed. I see from your address that you may be in ******* now. If so, you are unlikely to make it our way. What it comes down to is trust. BBB is built on the principal of businesses exposing themselves to illustrate trust. We fund our membership to BBB on the commitment that we do good work and stand by our employees and processes. We do make mistakes and we aim to own them. That said, we are confident we performed all of the work as stated on your repair order. How else would I have that level of detail on the ** recharge? For your peace of mind, I will be emailing you a copy of that repair order in detail so you have it. If you are still in Colorado, we would be happy to inspect your fluid to hopefully give you peace of mind. If that is of interest - call **** directly at ************. 

  I will email the repair order to the address provided to BBB. I am sorry that you have experienced the stress that comes from uncertainty. I also do not want to imply that this other facility is deceitful. They likely just noticed your vehicle's mileage and made the recommendation. Please call **** (It sounds like "****") if you are in town and want us to confirm your fluids. Otherwise, keep an eye out for your emailed repair order. THanks.  

   

  Customer response

  02/21/2022

   
  Complaint: 16783127
  
  I am rejecting this response because: I saw for myself the level of fluid in the brakes and transmission, there was barely any fluid left in either one. There is no way that it would've passed as being done in the last year. I also had issues with Planet Honda not completing a simple task of filling the tires when asked them to check them during my visit which I did call them to discuss those issues at the time. So I have no faith that they actually completed the tasks. In regards to the ** reading, they could've been making up the numbers. Planet Honda is the one that I worry about being deceitful.  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Feb. 3, 2022 my son was car shopping. This was to be his first purchase of a vehicle. He decided on a 2016 town and country van. He called the associate and told her, yes he decided to purchase this for the $15000 that was discussed. The next day, when purchasing the van there was a dent on the door that was not there the previous day. They are doing nothing to rectify the situation. Even the suggestion of a couple oil changes would satisfy him but apparently that was too much to ask. While doing the paperwork she made mistakes over and over and continually she kept trying to overcharge him. Meanwhile, I was also going to look at an SUV for myself but the price was $3000 over the blue book value and she said, Im sorry, itsa sellers market right now . But yet on my sons trade in she said the blue book was $500 but would only give him $200 for it because, well, they can. They are very hypocritical and will not do one thing for their customers. I am just fuming over the treatment we recieved here but my son liked his purchase and I kept my mouth shut cuz I didnt want to ruin this experience for him. But Im telling you, they will talk down to you and treat you like c*** My blood pressure is soaring right now. Never, ever will I consider to look here for a vehicle in the future. Not nice people and will rip you off. Good riddance to you. Oh yeah, and I had $9000 cash to look at this SUV for myself. She blew me off and I never even got to look at this car, probably because it didnt exist. Shame on you!

  Business response

  02/08/2022

  Ma'am,

  My name is ************************************* and I work with the leadership team at Planet Honda. I work directly for the owner and alongside all management. I am replying to this because I personally manage all of our digital properties; replying to reviews and the like. 

  I've read your review and your BBB complaint. I've spoken with ***************, the sales manager who is familiar with your experience. I will say that I am sorry you are unhappy with your experience. We can control our people, prices, and processes; the customer experience. We cannot change your view on your experience. Your reviews clearly state you are dissatisfied and will remain so unless various concessions are made. I will state one fact and then share what I understand about your visit. The fact and key element: All purchases at our dealership have a 5-day, 250-mile money-back guarantee. You had (and perhaps still have, I don't know the timelines) the ability to return this purchase and cancel this deal entirely. 

  ********** says you made consistent efforts to negotiate on the price of the vehicle; offering less than the sale price. You asked for six free oil changes on the car if the purchase was made. These are simply addresses: we are a negotiation-free dealership. We don't force people to buy cars. We price cars to market - and yes, it is a sellers market. We don't say that with braggadocio - it's supply and demand and its listed on every single news source in *******. You expressed concern about the vehicle not having a spare tire. The 2016 Town & Country's spare is in an odd location. We found it. It is in working order. You were unsatisfied that there was cosmetic damage on the vehicle. 

  Every objection you had presented you with the option to not buy the vehicle. 

  You are unhappy. It appears we cannot make you happy. We do not want to leave customers unsatisfied, but we will not change our business practices to accommodate an individual. 

   

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

  Planet Honda

  Digital Properties Manager 

   

   

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/25/21 Planet Honda charged me $35.98 for parts that were supposed to be installed on my next appointment at 8:40 a.m. on 9/1/21. I was told I could wait for the vehicle while it was being serviced and that it would take approximately 4 to 5 hours. When I arrived at the scheduled time, I was told that the technician would not be able to work on my vehicle until later that day and that I would have to leave the vehicle all day or wait for it all day. Since the time frame had changed from 4 to 5 hours to "all day" I was unable to have the service completed. I was not offered an alternate appointment time. I've left a message for the service **** **** to provide information on the required service and received no response. I also left a message for the Service Manager, ******** requesting a refund for the parts I paid for but did not receive. I have not heard from either of them. The amount charged to me is on the itemized receipt I received, Part # *****-TOA-A01, **************.

  Business response

  09/14/2021

  Please check with guest to see that she received the refund.  No problem at all

*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. ↩