ComplaintsforHonda of Milford

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/25/22 I bring my car in for an oil change as I normally do when the light comes on the dash. Usual process leave the car wait in the waiting area for the car. After about 30-40min employee come get me your all set everything is fine on the car your all set. I drove the car home and everything feel fine drove the car for a couple days here and there as regular. On 10/31/22I get in the car and pull off about 3 houses down from where I was park the car is hesitant to go reverse the car park it check it out myself don’t know what happen, left the car got pick up for work. The morning after work about 6am got the car towed to Honda of Milford about 7:30 got a call from an employee ask what wrong with the car explain to him what happen. He call back a short while after telling me the car don’t have any transmission fluid that could be the problem he’s gonna put some in and hopefully that fix the problem. He later calls back stating I need a new transmission all the fluid might of leak out because the plug was loose he ask if I had anyone look at the car I said no one service my car but the dealer I was jus there 5 days ago for service and everything was fine how all of a sudden all the oil leak out the car the engine has no sign of leaks they would’ve mentioned that to me after they do there inspection after the oil change has they always done in the pass. Now I don’t know what happen the day of my oil change but I could assume because no one touches my car other than the dealership. Nothing but whom ever did the oil change check the transmission fluid and pull the wrong plug and for the tighten it properly this is there negligence and I have to pay now almost 6k quote for a transmission. I spoke to the manager and he tells me that transmission fluid leaks out the car all the time which is not true unless there’s a leak. They are responsible for fixing my car in my eyes I should not have coke out of my pocket for service they over look and tell me that everything ok

  Business response

  11/02/2022

  Tell us why here...I've attached the repair orders for Mr. ******** at our dealership. As you can see he originally came in with 38,118 miles on 05/17/2021 and has mostly had oil changes performed with a battery and tire/rim repair as well. At no time have we performed any service relating to his automatic transmission. Honda recommends changing the transmission fluid at least every 30,000 miles. Since Mr. ******** has 68,116 miles on his ****** and has never changed the transmission fluid I am not surprised that the transmission is in need of repairs. That is roughly 233% more mileage than Honda recommends when it comes to servicing the transmission. Unfortunately we can only advise our customers to have preventive maintenance performed but we cannot force anyone to take proper care of their vehicle. By ignoring the service interval set forth by the manufacturer Mr. ******** now has to deal with the consequences of deferred maintenance. We're more than happy to perform the necessary repairs on his vehicle. But we can't be held liable every time someone takes improper care of their vehicle. Respectfully, Stephen J. C******* ** Owner/Operator Honda of Milford

  Customer response

  11/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:I understand the car never got any transmission work done by Honda under my care, I purchased the car with over 30k miles. Nor I’m I a mechanic to know what need to be done to a vehicle unless told to do so. From I purchased the car I brought it to the dealer for any work needed as was stated regular oil change, tire, battery whatever work is needed. I rely on the professionals to tell me what work need to be done and I get oil change as needed and Honda do a complementary service check and top off fluids from my understanding and 6 days after coming from the professional whom state your car is well kept no work is needed at this time I’m responsible. I’m responsible because it my car yes and I have to fix the issue yes but this dealership also fail a costumer that rely on the experts the professional and the dealership to keep any car running and in good condition. No car leaks transmission oil without you knowing it would’ve been sign of leaks from 5/17/21 at my first oil change and the other 10 oil change after that no one could report an issue if they don’t see any sign of issues which are leaks and checking of the dipstick and Honda drop the ball don’t do an inspection of the vehicle then if your really not doing so do oil changes and let the costumer figure it out on there own. That bolt was losing by an accident and wasn’t tightened properly therefore all the oil spur out in order for the transmission to be completely empty 6 days after I’m sure if there was something wrong prior the oil change specialist would of notice. 
  
  Sincerely,
  
  ****** ********

  Business response

  11/02/2022

  Once again we've never serviced the transmission on this 2017 ***** ******. Our technician noticed that the drain plug was loose and leaking fluid on this most recent visit. The technician then tightened the plug up and added transmission fluid to the vehicle. But the damage was already done due to lack of fluid and having never changed the transmission fluid. All we could do at this point would be to tighten up the drain plug and add the proper amount of fluid. The service writer even told Mr. ******** that this was a last ditch effort and the transmission would likely fail in the future. I'm more than willing to work with my customers but I can't be held liable for anything that goes wrong with their vehicle. For all we know he had someone else service the transmission in between service visits and they didn't tighten the drain plug properly. All I can tell you is that we have never serviced the transmission at Honda of Milford so how can we be liable when something goes wrong with it. Respectfully, Stephen J. C******* ** Owner/Operator Honda of Milford

  Customer response

  11/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:Now I know for a fact that something is wrong and Honda drop the ball this is my first time hearing about anything being done to my transmission period. Was told that no one touch the transmission that they only check it threw a sight glass. Now they notice that the plug was loosen and tried yo fix the problem but the damage was already done you gotta be kidding. The service advisor never told me there was any issues and didn’t not tell me anything need attention. I’m telling you I never once from I got this car let anyone touch it from tires that could be purchased at your nearest tire shop to a battery that could be change at auto zone. Now u telling me I was told about this issue and did nothing to fix it or to prevent this from happening now I’m pointing fingers. If this issue don’t get resolved this same problem will happen again to the elderly lady or guy that don’t know like I nothing about what needed to be done on a car unless told so by the professional. Your freshman in collage that told let the dealer take car of it and he follow the service to the tee because mom and dad is paying for it and your going to blame them for not up keeping the vehicle this is wrong Honda is wrong, I’m wrong for trusting I was in good hand with the dealership thinking if I have a problem they will let me know before it’s too late. Now u tell me that u told me and that’s 100% not true. Just like I’m going to find the money to fix it now I have the money to get my transmission service. I’m not the blame Honda fail to provide service which was needed 
  
  Sincerely,
  
  ****** ********

  Business response

  11/03/2022

  I really don't wish to continue going back and forth with you Mr. Anderson. The fact of the matter is that you never serviced your transmission like you should have and now it's in need of repairs. We can't be held liable for that just because we've performed a few oil changes on your vehicle because the two systems are entirely separate from one another. It's not fair to blame my dealership when you clearly didn't maintain the vehicle like you should have. Respectfully, Stephen J. C******* ** Owner/Operator Honda of Milford

  Customer response

  11/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:You and I as well Sir. Not once in our conversation has you offer any resolution to fix the issue your not at fault sir but the costumer is not a fault neither if they were never told there a problem that need attention. Has a costumer we don’t know what’s wrong with our vehicle unless told by a professional we rely on your expertise to avoid issue like this. First you said you never touch the transmission which no work was done. Then you said upon my last visit your tech notice the plug was loose which you retighten the plug and added fluid then your advisor told me that it will need attention in the future which none of that is true. I have all my paperwork from the first oil change to the last on 10/25/22 not once nothing was said about transmission nor was I told the transmission needed attention I wouldn’t not have left your place of business knowing this could happen and don’t fix it and then coming to these measure to putting the blame on you. This is my responsibility yes but it’s not my fault this happen I trusted your dealership with the care of my vehicle and you failed and your have to take some responsibility for the outcome. Your responsible for some of the fault sir RESPECTFULLY. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boyfriend brought my car in on 8/27/2022 for a regular oil change. The car arrived to Honda of Milford with no issues or lights on the dash other than the service light. After 2 HOURS of waiting to get the car back, my boyfriend was informed by the service manager, JOE, that the car cannot leave the shop due to "no oil pressure". He had no explanation as to what the issue was, continuously stated that they're not at fault for the damages without even knowing what the issue is and was in a complete rush to send my boyfriend out of the facility WITH NO REGARDS TO OFFERING A LOANER TO A CUSTOMER THAT WAS LEFT STRANDED WITHOUT A VEHICLE UNEXPECTEDLY . After leaving the car for the weekend, Monday 8/29/22, I receive a call from Joe who tells me that the car is working and that there could've been a possible issue with the oil filter. I then try to explain to him that I was not happy with the service on Saturday which he then responds with "yup.". Later on that day, I go to pick up my car. My keys were left with the girl at the front desk RATHER THAN A SERVICE ADVISOR. Once I get my keys, I ask to speak with Joe to discuss the work that was done. When asked to come with me to overlook the work he responds "im not going. you can look at the car YOURSELF". At this point, im upset so I ask to speak to the owner to which he responds "Ill get him but he's not gonna care for your situation either". After arguing back and forth with Joe, the owner Stephen, was standing right by Joe and I just watching the argument without trying to intervene. As im leaving, Joe states "Don't worry because your motor is going to blow soon” with the owner Stephen standing right there. Not even after 24 hours of having the car, the motor begins to knock. I went in the next day to speak to Stephen but he wanted no parts of assisting the situation. The car entered perfectly fine so how is it that not even 24 hours after retrieving the car, the motor begins to knock??

  Business response

  09/02/2022

  Ms. ******* did in fact come in for an oil change on 8/27/2022. When the technician pulled the vehicle into their service bay he noticed that the check oil pressure light was flashing. He immediately shut off the vehicle and put it on a lift. When he went to perform the oil change he noticed that less oil than usual came out and that the filter itself had little to no oil in it. That is very atypical and he immediately called another technician over to go over the situation with him. He then completed the oil and filter change and put the vehicle down to start it up/check the oil level as we do with every oil change. The check oil pressure light was still on at this point. He immediately shut down the vehicle and tried another oil filter hoping that the part might be defective. Once the second oil filter was installed the vehicle still had a check oil pressure light on. Joe decided that we should have our Shop Foreman (who is off on weekends) take a look at the vehicle Monday morning to see if he had any additional insight. Meanwhile when the vehicle was first brought in for an oil change it had a permanent code P0219 Engine Over Speed DTC and a history of 6,648 RPM's at 81 MPH. These codes cannot be erased from an ECU and the reason is that running the motor in excess of the 6500 RPM limit that Honda engineers designed it for can and usually does cause catastrophic engine damage. In my estimation the fact that Ms. ******* had been abusing her motor and running it over speed likely damaged the engine before it came in to us. She did not want to hear anything we had to say and instead became verbally abusive to Joe while her boyfriend also continued to raise his voice and escalate the matter. We are perfectly willing to work with our customers but being accused of impropriety and continually being told we're responsible for anything that happens going forward doesn't make sense. I've attached the original Repair Order noting the P0219 Engine code and would be happy to provide the PGM printouts from the diagnostic computer with her VIN and the stored code the vehicle had. When she came to pick the vehicle up Monday morning she was extremely hostile and when pulling out of the dealership they stopped their cars in the entrance to record a video of them flipping off the business and blocking the entrance for other customers. Ms. ******* and her father then came in later on Monday August 29th and wanted to speak with me. I informed Mr. ******* that I was the owner to which he repeatedly told me I was not, I'm too young, he doesn't believe me, etc... He then told me that he's been racing vehicles for a long time and that cars are meant to be over revved like that. I tried to explain to him that Honda engineers make these limits because they're mass produced vehicles and not race cars. He became very frustrated with the fact that I was not willing to take the blame for the damage that his daughter caused by over revving her engine. It was then that he threatened to sue me and he informed me that he would be leaving as many bad reviews as he could of my business. I told them that unfortunately the motor is likely damaged due to abusing it and that it would likely fail sooner rather than later. 

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3 weeks ago 6/4/22, my car experienced issues. I was parked in a friends driveway. When leaving, I started the car with my remote start and then went to the car to open the doors. The car was running, and the doors would not unlock. I called Honda's 24hr road side assistance and they were not able to assist me. I called *** and signed up for an account with extra fees as it was a rush and same day sign up. They sent a service provider and he was able to unlock my vehicle, but then the car shut off and I required a tow. The car was towed to Honda in Milford and the car has been at honda since. The car would not start to diagnose, so at Honda they said they had to replace the starter 6/6/22 - the started was replaced by Thursday 6/6/9/22. At this time they diagnosed that it is the body control module. The field rep supervisor came out that day and we were informed that this would be covered under my powertrain warranty, however they are not able to get the part to fix the car. I am being told that due to the supply chain issue "maybe august". My complaint is that Honda will not provide a loaner. I have 2 small children, Work in healthcare and drive for my work. I am currently renting a vehicle out of pocket for $636/week! I have escalated this with honda corporate multiple times in the last week and am not getting any information or response. I have reported this to consumer protections and I have not received an answer. This is affecting many areas of my life and career. My children have missed school so that I can work in order to keep my job as well as make my salary in order to support my family. I understand there is a supply chain issue and honda has no control over when the parts arrive. I am not asking for the service to be expedited, I am asking for a loaner vehicle so that I do not fall into financial hardship for something that I did not create!! Please help with some guidance as to where I should call/email for assistance in this matter! Thank you

  Business response

  06/27/2022

  Please refer to the repair order that I've attached dated March 1st, 2022. Mrs. ****** did indeed bring her vehicle in to us to diagnose but the time frame described in her complaint is not accurate. Mrs. ****** told us on March 1st that she spilled a container of water all over the center console of her 2017 Honda CRV. On that date the vehicle had 121,814 miles on the odometer. Honda's powertrain warranty on new vehicles is 5 years or 60,000 miles whichever comes first. The reason neither Honda nor my dealership can give Ms. ****** a loaner vehicle is because this is not a warranty repair and the damage is not from a failed component but rather it was caused by the initial spill of water over extremely sensitive electronics in the vehicle. I completely understand her frustration but there is nothing that Honda or my dealership can do to help her. We are only authorized to use loaner vehicles for covered warranty repairs. I know my Service Manager has made this very clear to Mrs. ****** and unfortunately at this point all we can do is wait for the part to show up.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 14th, 2022, I purchased a new car from Honda of Milford. It is a 2022 Honda ******. The next day when my daughter was looking at the paperwork they gave me, she noticed that I was overcharged. The price on the invoice was $26,490.00. The total price, including destination charge, on the window sticker was $24,595.00. I was overcharged for the car by $1,895.00 plus 6.35% sales tax, totaling $2,015.33. My daughter emailed the salesman and the finance manager at Honda of Milford on 5/16 explaining this. Neither got back to her. On 5/17 she called Honda of Milford and spoke to the sales manager, "Bob," and explained the problem to him. Bob said he'd have the salesman call her back. Rick V**** the salesman called her back and said there's a "surcharge" imposed on new cars by dealers now. He said, "all dealers are doing it." NEVER was I told there was a surcharge or I would not have purchased a car from them. Rick told my daughter I'm being refunded $200 for a VIN etching, which I had told him I didn't want in the first place when I signed the purchase contract a couple of weeks earlier and he crossed it out then, so they should not have even tried to charge me for that on 5/14! Honda of Milford refuses to refund $2,015.33 that they purposely and deceitfully overcharged me. I am 82 years old and this will be my last car. I believe I was the victim of a dealer scam. Maybe because of my age, they felt they could take advantage of me. This is poor customer service and very bad business in general. I'm requesting a refund of $2,015.33.

  Business response

  05/20/2022

  I am responding to ******* ********** complaint that we charged her too much for a vehicle. Due to current market conditions regarding new vehicles, we have been routinely charging between $2000-$3000 over MSRP price on new vehicles depending on model, availability, rarity, etc... ******* is correct that the MSRP for a 2022 Honda *** ** is $24,495. But we told her from day one that the price would be $26,490 plus tax, title, reg, etc... I have attached the signed purchase order dated 4/23/2022 with the selling price and her signature on the bottom of the page. We did not try to pull a fast one or anything like that due to her age. This is simply an issue of supply and demand and right now demand far exceeds supply when it comes to new automobiles in the United States and globally as well. Please look over the attached purchase order and let me know how you'd like to proceed from here. Sincerely, Stephen J. C******* *I Owner/Operator Honda of Milford

  Customer response

  05/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: The document presented to me, that I signed, had a price on it that I was led to believe was the sticker price of the car.  Once again, AT NO TIME was I informed that there was a markup, i.e., price gouging, on this vehicle.  I would have gotten, walked out and gone to another dealer.  This is unfair to the customer to not disclose a surcharge due to supply/demand.  This is not posted anywhere on the premises.  This unethical practice borders on being an illegal way of doing business.  I am again, requesting a refund in the amount of $2,015.33 to settle this matter.
  
  Sincerely,
  
  ******* ********

  Business response

  05/23/2022

  I know for a fact that Ms. ******** was made aware of the premium that she would be paying for a new vehicle by her salesperson Rick V***** This has been going on for over a year at this point and is in no way an illegal or deceptive business practice. The fact of the matter is that we have signed paperwork with the selling price that Ms. ******** agreed to. We will not be refunding any amount of money regarding this matter and we have the proper paperwork/signatures that we need. She states that she would have gotten up and walked out if the deal wasn't good for her. And she has every right to do so just like any other customer that comes into my business. But she chose to move forward and purchase the vehicle for the agreed upon price. There is nothing to be done at this point and we will not be issuing a refund of any kind. Respectfully, Stephen J. C******* *I Owner/Operator Honda of Milford

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This Company Letting it Dealer Break consumers cars , When Consumer Complaint The Dealer tell them to call The Police and their Attorney .This i s Very Unprofessional Attitude of a License Dealer ***** *** ********* ****** ************ ******** ***** ***** **** **** **** ******** ***** ********* ** ********** *** ********* ***** ******* ************** *** ******* ************** Customer Service Number: ###-###-#### Jan 6 2022 took my car in for oil change now the car is making a loud knocking noise slow idling lost of power and when the engine is shut of you can hear air compression coming from under the car , Milford Honda *** ********** **** ******** ** ***** repair person i spoke to told me call the police call his Attorney If Honda Dealers act like this i never buy another Honda Car and i advice all my Followers to not buy one, Look at the ****** reviews on this Dealer .

  Business response

  03/01/2022

  Mr. ****** ****** purchased a pre-owned 2016 Honda ****** **** ** from ****** in August of 2021. He then brought his vehicle in to us for a service appointment on 1/6/2022. At that time we performed an oil and filter change, a cabin filter change, and an air filter change per his request and after completing a multi point inspection on his vehicle. We also recommended that he get new rear brakes, brake fluid, and a transmission fluid service based on the inspection. He declined those three services. He mentioned to our Service Manager Joe R***** that ever since he bought the vehicle in August he noticed a ticking noise that seemed to be getting worse. Joe informed him that we could certainly diagnose that for him but of course there would be a fee associated with this diagnosis. At that time Mr. ****** did not want us to diagnose the issue so we just completed the services I mentioned prior. He then called back later that day and informed Joe that his vehicle was making a ticking noise, we were the last ones to touch it, it must be our fault, etc...

   

  I don't believe this claim to have any legitimacy because Mr. ****** complained about this noise to Joe R***** my Service Manager before we ever brought the vehicle in the shop. It's very possible the vehicle may need a valve adjustment (Honda ** motors are notorious for this). But we can't diagnose his vehicle free of charge and to blame the noise on us after performing an oil change and two filters doesn't make any sense. If anything an oil change would help quiet noisy valves in an engine.

  Our current ****** Review score is 4.4 stars with 512 reviews and we're A+ rated with the BBB. I find this claim to have no merit and I would appreciate the help of BBB in handling this matter.

  Respectfully,

  Stephen J. C******* **

  Owner/Operator

  Honda of Milford

  Customer response

  03/02/2022

  
  Complaint: ********

   

  My  oil  change   light came on i went  to dealer for   oil  change only ,  These things  started happen  soon  as  i   left  this dealer , I saw  ****** reviews on this dealer  where  if you call  to  complaint  to them their  Attitude  is  very  nasty  and  disrepectly  tell ing  customer call  the police  or their Attorney. This  is  bad   business conduct and  the  state  car  dealer  license  enforment need to  look in to  this and state representative , This Dealer  do  not  know  how  to  talk to  Consumers , again i  only  came  to  this  dealer  for oil  change ,now  the  car  is losing power,  compression  when engene shut  off  you can  hear  the air  compression  under the car,  it  runing like a  old car  the need  a  tune up , this has   never  happen before i  came  to  this dealer. i have ******  warrenty, if that  had  happen i  been took the  car  to  ****** for  repair.  after  this  i  do  not  trust this  dearler .

  i  purchase this car in aug 2021  with History of the vehicle inspections  maintenance  and  Dates  performed on this  car. and ****** told  me  they  put   new brakes  shoes  when they  did  the  new  rotors in  sept 2021
  
  I am rejecting this response because:

   

   

   

   

   

  
  
  Sincerely

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

*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. ↩