ComplaintsforHonda of Gainesville

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During purchasing of vehicle, Honda warranty was touted as being unlimited and covering everything. Less than a month into owning vehicle, service shop recommended engine replacement due to "metal shavings." No one, in sales or service, told us that the warranty had a limit, as we were led to believe otherwise. Engine was replaced, covered mostly by warranty, but completely exhausting the warranty a month into owning said vehicle. Car needed repair last week, and that's when we found out that our warranty was completely exhausted. None of this was communicated at any point in time. Spoke with sales manager day of, and even he stated he was unaware that warranty had a limit. Extremely unprofessional.All occasions kept on file at Honda.

  

  Business response

  12/11/2023

  I spoke with *** on 12/11 and listened to his concerns about the warranty and the CV Joint. I will be covering the cost of the CV Joint and look into the revaluating the warranty and replacing the coverage. I will be looking at replacing the warranty on Jan 15th

  Customer response

  12/18/2023

  This issue needs to be re-opened. The company and I are still working together towards a solution. The end date for this solution, set by the company, is around January 15th and I intended on responding then.

  Customer response

  12/18/2023

  This needs to be reopened. I'm still working with the company towards a resolution. They reached out and the date set by the company is around January 15th. I was going to resolve this then. It was not clear that there was a time limit on responding. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a maintenance service plan from Honda of Gainesville, I have attached the form I signed. ******** warranty services administers the program. At the time of purchase, I asked the business manager if I could use the program in a place other Honda of Gainesville, and he told me that the warranty would be honored by any business that honored ******** services. I live near Chattanooga, TN and went to E****** Honda for my services. I asked the business manager if they honored the ******** warranty and he told me Yes. They themselves sell this warranty. The ******** agreement was for 10 standard service visits (oil change and tire rotation). On my third visit, the maintenance manager at E****** Honda told me the ******** would only reimburse them *** for each visit, since the coupon was used at a ******** dealer other than Honda of Gainesville. He told me that E****** Honda has taken the loss for the first two visits but could not continue this practice. This *** cap was not in any form I read or signed. I saw that I had been deceived into paying ***** for **** of service. I now believe that Honda of Gainesville values the commission from selling a fraudulent warranty higher than their integrity.

  

  Business response

  09/26/2023

  I will reach out to the customer and handle this

  Customer response

  10/04/2023

  I have not been contacted by Honda of Gainesville.  I saw that Honda said on *** ** that they would contact me, but no contact has been made.

  

  Business response

  10/10/2023

  I think the phone number is incorrect. If I can get the correct number I will reach out or if its easier for the client my number is *************  I will be glad to cancel this 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My nightmare in service after more than 20 years of good service is provided in a power point presentation provided here.

  Customer response

  08/07/2023

  ******* ****** <***********************> Mon, Jul 24, 7:29?PM (13 days ago)
  
  to *****, **************, **** **
  
  To Honda of Gainesville:  This account is being sent to you as a courtesy, before I submit it to Better Business Bureau, ****, any other review source, and hopefully potential and actual customers.
  1. I and my life partner enjoyed Honda of Gainesville, from our purchase of a silver Honda Civic in 2002 to the service I received in January of this year.  My partner ***** ***********, ***** passed away in 2015.
  2, During that time, a shuttle service was provided and scheduling was done at the convenience of the customer more or less.   I had differences of opinion several times but on each of those occasions the manager was made readily available and the differences were resolved to my satisfaction.
  3, A particularly satisfying event occurred several years ago, when my wealthy son was present and wanted to pay for repairs.  I did not want that to happen, but the bill approached $2,0000.  Your senior advisor suggested a credit arrangement which has worked out very well with ****** *****.  The principal is almost in half.
  4. In January, I expressed a worry that the engine light was continuously on.  ***** ******, who I trust told me not to worry, the engine was safe and I was to ignore it.  I did so and all seemed well.
  5, Last week, I was pulling into my parking spot when the car began to lurch, light flashed all over.  I stopped it short of the curb and then tried to get it to the curb when it lurched and finally stopped.    I negotiated with AAA for more than 24 hours.  I wanted to drop the car off at Honda, and notified you all.
  6. I tried to see if it might run, because I noticed that the problem seemed to disappear when I turned off the air conditioner.  Pay attention.  The next detail is important.  I rolled down the front window, where it stayed when AAA picked up the car.  I did manage to back the car out into the parking lot.  But it died.  No problem AAA would come the next day.  But that evening a police officer knocked on my door, instructed me to sit in the driver's seat while he pulled the car into place.   The rolled window remained down.  Keep your eye on that.
  7.  I had an important decision to make.  I am 88 years old.  I have COPD and circulatory problems.  I can't hear or see well, even though  I had to accept that it was likely the engine was gone.  It was going to be too expensive to replace.  I only need the car to drive to my mailbox up a hill for mail and for errands around town.   These thoughts are significant because I emailed about them extensively to a friend.  I keep emails.
  8.  THEN I ENTERED THE TWIL:IGHT ZONE.
       a.  According to Advisor **** **** today (Advisor of the Year), he called me, and said that the problem was contamination of the gas.  Honda would have to clean it, make sure parts weren't affected.  The total xoar would be $850.  What did I want to do?  I said go ahead, and he called me back on Friday to let me know the work was done and I could pick it up.
       b.  He couldn't call me initially.  My landline phone (my only phone) was blocking incoming calls.  It was repaired Thursday. 
  I called Honda to find out what had happened.  **** told me the gas was contaminated, etc.   He said it would be $850.   I asked whether I could arrange credit.  He didn't know.
       C .I tried to leave word several times that I could not pick the car up until Monday.
       d. The nightmare got worse, first with **** and then today with a lady whose name I did not catch.  I would call and be told that if I wanted to schedule or reschedule an appointment press 1, if I wanted to talk to a service advisor press 2.  Invariably when I pressed 2, I was asked whether I wanted to schedule or re
  reschedule an appointment.  I got into long discussions with **** and then today with **  I learned they were offsite, and couldn't communicate anything except that I had called, which of course left the service advisor to call me back at his convenience.  I asked * to let me speak to the manager and * said she really tried.  And as I got angrier she would try again to reach the service advisors, putting me on hold, for just a moment.
        e.  I called today.  I needed a ride.  We settled on 4 p.m., but **** made it clear to me that it was now between me and the **** driver.   The **** driver couldn't find the place for 10 minutes once she arrived nearby.  Finally we connected and had a pleasant ride to Honda.
         f, I entered the service area.  I was the only customer in sight.  Two advisors were talking to one another.  Two others were going about their tasks, and a   fifth person was standing around.  No one spoke to me.  I sat awkwardly on a stool.  I asked for ****.  One of them looked up and said he would get ****.
         g. **** finally appeared, handed me the credit card dispense and awaited my credit card.  I told him I wanted to talk.
          h. Hold on a second.  **** had stuff to do on his computer, while he ate a snack without offering me anything.  Finally I had his attention, told me my version, heard his, and trapped him with the reminder that I had asked about credit and he said he didn't know anything about that.
          i. We then went through nonsense about getting me an application, I pointed out the six month notice on the wall, and finally got his attention by saying I had a ****** ***** Account.   **** needed to confirm that.  He wanted my driver's license.  Okay.  My social security number.  O-kay?  My zip code.  Okay.
  Nothing.   He took me to another advisor with a much fancier keyboard .  Same questions!  Nothing.  The other advisor walked away to get ****.  **** came back and on the other person's computer started going through the process again.  I had asked to see the manager several times and ****  ***** * ****** went to get anyone.    Finally a half hour had gone by with nothing accomplished.  I said let's go back to square one.  I would check out.  Good news for ****. He got that done properly.
            j. **** had me ste[ outside and then realized I was not physically able to follow him to get the car.  I agreed and he walked away leaving me standing.  And then I noticed that there was an empty chair about 30 feet away and I sat in it.  **** came by, said someone would bring my car up and went inside.
           l. Someone brought the car, gave me the keys and walked away.  I turned on the engine and noticed that the trunk light was on and wouldn't go away.
  I asked someone passing by to close the trunk and he kindly did.   And then I noticed the front window was up and the gas gauge reflected that the car was half-full, the amount it showed when the car was taken from me by AAA.  Has Honda reall6 done anything at all?
           k. If the contaminated gas had been completely removed, wouldn't it make sense to fill the tank?  Why wasn't I offered a lube job?  What about the tires?
  Nada.  I am out $850 with no hope of any guarantee of anything.  Oh, yes.  **** had no interest in the contaminated gas problem.  Are many other customers affected?  Shouldn't the police be involved?
           l. I can't imagine an ordinary gas station doing worse.  I will be sending this as I said to the Better Business Bureau, etc., maybe to the police.  Was I actually ripped off?
           **** ************ ***** attorney in good standing in *** ***** **** and courts in four federal circuits, ********, in ********.

  

  Business response

  08/11/2023

  I want to first take the time to thank *** ********* for his 20 plus years of business with our dealership, that is very important to our ownership and our store to keep long term clients. I have spoke with both the Service Advisor **** ****, our Service Director ***** **** and **** ****** who worked on the Civic. When any type of fuel contamination occurs a certain process is followed. First we make the client aware and ask permission to do the work which we did in *** ********* case. The next course of action is mark how much fuel is in the vehicle and then dump the contaminated fuel. After that we clean all the lines and perform a fuel ejection cleaning service. After this is done the same amount of fuel is put back in the vehicle as there is a cost for fuel. We would not just fill the tank as this would cost the client extra money. When this is completed the car is started back up ran for a brief period and then road tested by the Technician. If the vehicle passes the road test the client is contacted and we schedule pick up. All of this occurred with *** *********'* Civic. 

  When then scheduled and **** ride for the *** ********* and it did sound like they had communication issues with the pick up but this sometimes happens with the streets in ***********. Unfortunately, we can no longer offer a shuttle due to the volume of our Service Business but this has been a great alternative and is convenient for most everyone. I know *** ********* wanted to use our credit system that should have sent him an actual Credit card that I will find out about. One the day he picked up the Civic our system was down that is why **** went to another advisor to see if he was having the same issues. He was and it was told to me that *** ********* stated he just wanted to pay and leave and gave us another form of payment. As far as what transpired while he was waiting I do not have a clear. I apologize that he was unable to get thru as we are piloting some AI technology that many people are finding helpful, in this case it was not. I am sorry that **** did not offer ************ any refreshments while he was waiting this is something I will address with the service team.

  I can assure *** ********* along with the BBB that the work was done and completed. While I cannot put a warranty on the engine I will back up any work with the fuel injectors for the next 6 months and for us not putting our best hospitality foot forward a $200.00 Parts and Service credit. I feel this is fair and I will personally help *** ********* get settled the next time he is in service.

   

  ****** * ****** 

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

  Honda of Gaiensville

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

  Customer response

  08/14/2023

  *** ******** very reasonable response boggles my mind.  *** ****** would have preferred to deal with me exclusively by phone without leaving a message.  I have attached however the actual start of our communication, at the same time when I just received a message from Honda that my 2002 Honda was in need of service.  Note the other emails *** ****** sent to me to get us started.

  1. *** ****** told a quite different story in our several phone conversations which he chose not to mention to BBB.  His one message was clear-he would come up with a proposed solution or solutiions to my complaint.  Could he have a day to do that?  I suggested in light of his willingness' to reach a solution that he could take as long as he needed.  I was in no rush.

  2. *** ****** instead used that time to mount a defense of former Senior Advisor of the Year **** **** and the work that was done.  *** ****** explained to BBB that Honda of Gainesville no longer offers shuttle service as if that were germane to the complaint, which it isn't.

  3. *** ****** however made admissions against interest in our phone conversations which he apparently does not acknowledge.  He agreed that there was a problem with the service hired by Honda to take calls for service and scheduling Friday through Monday.  *** ****** admitted I should have been offered the opportunity to pay by credit.   *** ****** acknowledged my repeated statements that I always in the past 20 years or more received satisfactory service from Honda.

  4. But apparently I was mistaken about *** ******** intentions to resolve the issues, not defend them, when he fooled my by asking for more time to see if he could come up with a solution.  *** ****** fooled me once and now he is trying to fool BBB once.  But in so0 doing, he is trying to fool me twice and that is not going to happen.

  5. *** ****** has accepted in full the response from Senior Advisor (of the year) **** ****.  But in doing so,. *** ******, apparently a stand-in for the misbegotten uncle for ***** ******, forgot our lengthy conversation about credit.  The incompetence on the occasion of *** Hall was evident by admtting first that he had not discussed credit terms with me, and then failing miserably first by himself and then with the aid of another senior advisor to get me credit with the agency Honda uses for such purposes or even the six month offer which was posted on the wall.

  6. Why is that relevant?  As I explained to *** ******, I would not have agreed to any work being done, unless I could get credit.  As I told Senior Advisor ***** ******* in January I had a limit of $500 for any work to be done.  ******' said he estimated that work as being under $599 and I authorized the payment.

  7. As I informed *** ******, if that really is his name, I am 88 years old, in poor health, and use the car only to go within a 10 mile radius of my home.  I will have to give up the car soon, and I certainly would not authorize payment of $850 I cannot afford without credit.  I asked and *** ****** agreed in our phone c conversation to come up with a solution for that problem.   Obviously he has not done so.

  8. Instead, he hilariously guaranteed that any result from the problem the car had when I bought it in would be in place.  Wait?  Is *** ****** suggesting that it would not be guaranteed from the time that I was informed the problem had been corrected?  Wow.  I did not realize that.

  9. Further, as satisfactory as the service has been for 21 years,, the next problem never has any bearing to the last.  Now why is that significant?  When I worked with ***** ****** in January, he assured me that I didn't have to worry about the engine light being on which was the problem which prompted me to have the 2002 Honda towed to Honda of Gainesville.   

  10. The light was off when I brought the Honda in on this last occasion. As I explained in my complaint initially, when my car was towed in, the driver's side window was down because I feared it might be the air conditioning.  The gas was half-full.  I did not mention the engine light was off.  When Senior Advisor **** had someone else bring the car around without saying a word to me, the window was still down, the gas tank half full, and the engine light was on!

  11. Now it would seem to me that if the problem really was the diluted gas, Honda would have filled up the tank (charging me of course) upon my pickup.  Certainly if the work were done by responsible people, the window would have been rolled up.  The engine light would still be off.   And certainly the trunk would have been shut.

  12. You see, I needed to speak to the service manager before I would agree to anything on the car.  But the system of an outside agency to handle requests for scheduling or service from after hours Friday until Monday morning when *** Hall called to tell me what the problem had been, presented me from speaking to the service manager to explain the dilemma I carefully explained to *** Boggle my mind.  

  13. I needed credit before I would authorize any work, because I could not afford any amount, without it. I will have to give up the car and find some other means to drive around town 10 miles in any direction the next time I have a major repair.  *** Goggle said he understood and would return with a solution.  Could he have more time?    Take as long as you need, says I to *** ******--to come up with a solution--not a repetition of *** Hall's assurance that I had authorized the $850 in advance over the phone!

  14. Even so *** ****** has not addressed several other issues.  No one spoke to me when I first entered the service area though there were five advisors talking among themselves.  None offered to help me when I asked for *** Hall, who next appeared and called for the paperwork before he would speak to me.  We then went through the rigamarole I have described about obtaining credit which he could not do by himself or with another senior advisor.  When I paid by debit card, that ended *** Hall's interaction with me.  He told me to wait outside for the car which I did and noticed that there was not a chair in sight for me to sit on.  It would have been obvious to anyone in sight from the time I entered that I could not stand for more than few moments.  I finally walked away from the door toward the service area to find a chair.   I next saw *** Hall wave at me as he returned to work.  Someone else would bring up the car, and did so, with the window still down, the gas tank half full, the trunk lid up, and the Engine light once again on.

  15.  I have driven the car once since then, to make a roundtrip of 20 miles total.  The car once again stutters in idling on occasion (not every stop() as it did before I brought the car in the previous time.  The engine light remains on.

  16. The ad for Honda of Gainesville came in after the "work" was done.  Why hadn't I been offered the necessary service options--oil change, tire rotation, etc. which were implied in the more recent ad?

  17, The Amazing *** ****** certainly did right by standing up for a Senior Advisor, but not by his employer.  *** ****** is acting as though my complaint against Honda was rare or not believable at all but the business has been subjected to far worse complaints recently and its believability rating is under 4.  I will send a copy of this with the attachment to *** ****** and *** **** personally.  Please have BBB follow- up as it would normally do.

  Gabe ****** *********, Esq., Attorney in good standing in *** **** and courts in at least five federal circuits--1969-71.

   

  Customer response

  08/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  *** ******** very reasonable response boggles my mind.  *** ****** would have preferred to deal with me exclusively by phone without leaving a message.  I have attached however the actual start of our communication, at the same time when I just received a message from Honda that my 2002 Honda was in need of service.  Note the other emails *** ****** sent to me to get us started.
  
  1. *** ****** told a quite different story in our several phone conversations which he chose not to mention to BBB.  His one message was clear-he would come up with a proposed solution or solutiions to my complaint.  Could he have a day to do that?  I suggested in light of his willingness' to reach a solution that he could take as long as he needed.  I was in no rush.
  
  2. *** ****** instead used that time to mount a defense of former Senior Advisor of the Year **** **** and the work that was done.  *** ****** explained to BBB that Honda of Gainesville no longer offers shuttle service as if that were germane to the complaint, which it isn't.
  
  3. *** ****** however made admissions against interest in our phone conversations which he apparently does not acknowledge.  He agreed that there was a problem with the service hired by Honda to take calls for service and scheduling Friday through Monday.  *** ****** admitted I should have been offered the opportunity to pay by credit.   *** ****** acknowledged my repeated statements that I always in the past 20 years or more received satisfactory service from Honda.
  
  4. But apparently I was mistaken about *** ******** intentions to resolve the issues, not defend them, when he fooled my by asking for more time to see if he could come up with a solution.  *** ****** fooled me once and now he is trying to fool BBB once.  But in so0 doing, he is trying to fool me twice and that is not going to happen.
  
  5. *** ****** has accepted in full the response from Senior Advisor (of the year) **** ****.  But in doing so,. *** ******, apparently a stand-in for the misbegotten uncle for ***** ******, forgot our lengthy conversation about credit.  The incompetence on the occasion of *** **** was evident by admtting first that he had not discussed credit terms with me, and then failing miserably first by himself and then with the aid of another senior advisor to get me credit with the agency Honda uses for such purposes or even the six month offer which was posted on the wall.
  
  6. Why is that relevant?  As I explained to *** ******, I would not have agreed to any work being done, unless I could get credit.  As I told Senior Advisor ***** ******s in January I had a limit of $500 for any work to be done.  ******' said he estimated that work as being under $599 and I authorized the payment.
  
  7. As I informed *** ******, if that really is his name, I am 88 years old, in poor health, and use the car only to go within a 10 mile radius of my home.  I will have to give up the car soon, and I certainly would not authorize payment of $850 I cannot afford without credit.  I asked and *** ****** agreed in our phone c conversation to come up with a solution for that problem.   Obviously he has not done so.
  
  8. Instead, he hilariously guaranteed that any result from the problem the car had when I bought it in would be in place.  Wait?  Is *** ****** suggesting that it would not be guaranteed from the time that I was informed the problem had been corrected?  Wow.  I did not realize that.
  
  9. Further, as satisfactory as the service has been for 21 years,, the next problem never has any bearing to the last.  Now why is that significant?  When I worked with ***** ****** in January, he assured me that I didn't have to worry about the engine light being on which was the problem which prompted me to have the 2002 Honda towed to Honda of Gainesville.   
  
  10. The light was off when I brought the Honda in on this last occasion. As I explained in my complaint initially, when my car was towed in, the driver's side window was down because I feared it might be the air conditioning.  The gas was half-full.  I did not mention the engine light was off.  When Senior Advisor **** had someone else bring the car around without saying a word to me, the window was still down, the gas tank half full, and the engine light was on!
  
  11. Now it would seem to me that if the problem really was the diluted gas, Honda would have filled up the tank (charging me of course) upon my pickup.  Certainly if the work were done by responsible people, the window would have been rolled up.  The engine light would still be off.   And certainly the trunk would have been shut.
  
  12. You see, I needed to speak to the service manager before I would agree to anything on the car.  But the system of an outside agency to handle requests for scheduling or service from after hours Friday until Monday morning when *** **** called to tell me what the problem had been, presented me from speaking to the service manager to explain the dilemma I carefully explained to *** ****** my mind.  
  
  13. I needed credit before I would authorize any work, because I could not afford any amount, without it. I will have to give up the car and find some other means to drive around town 10 miles in any direction the next time I have a major repair.  *** ****** said he understood and would return with a solution.  Could he have more time?    Take as long as you need, says I to *** ******--to come up with a solution--not a repetition of *** ****** assurance that I had authorized the $850 in advance over the phone!
  
  14. Even so *** ****** has not addressed several other issues.  No one spoke to me when I first entered the service area though there were five advisors talking among themselves.  None offered to help me when I asked for *** ****, who next appeared and called for the paperwork before he would speak to me.  We then went through the rigamarole I have described about obtaining credit which he could not do by himself or with another senior advisor.  When I paid by debit card, that ended *** ****** interaction with me.  He told me to wait outside for the car which I did and noticed that there was not a chair in sight for me to sit on.  It would have been obvious to anyone in sight from the time I entered that I could not stand for more than few moments.  I finally walked away from the door toward the service area to find a chair.   I next saw *** **** wave at me as he returned to work.  Someone else would bring up the car, and did so, with the window still down, the gas tank half full, the trunk lid up, and the Engine light once again on.
  
  15.  I have driven the car once since then, to make a roundtrip of 20 miles total.  The car once again stutters in idling on occasion (not every stop() as it did before I brought the car in the previous time.  The engine light remains on.
  
  16. The ad for Honda of Gainesville came in after the "work" was done.  Why hadn't I been offered the necessary service options--oil change, tire rotation, etc. which were implied in the more recent ad?
  
  17, The Amazing *** ****** certainly did right by standing up for a Senior Advisor, but not by his employer.  *** ****** is acting as though my complaint against Honda was rare or not believable at all but the business has been subjected to far worse complaints recently and its believability rating is under 4.  I will send a copy of this with the attachment to *** ****** and *** **** personally.  Please have BBB follow- up as it would normally do.
  
  **** ****** *********, ****, Attorney in good standing in *** **** and courts in at least five federal circuits--*******.

  Regards,

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

  

  Business response

  08/30/2023

  I just wanted to respond by these by number so we are clear on everything. I would appreciate the BBB to ask *** ********* to stick to facts and stop calling people names or using unprofessional language as part of this. I have not done this with him and would appreciate the same in return.

  1. I told *** ********* that I would look into the situation and make sure the work on his vehicle was done and to hopefully find a solution both parties could live with. I obviously failed with this as the only thing *** ********* is willing to take is 3k or a lifetime warranty on his engine.

  2. I was responding to his issue with our **** program and that we only use this and no longer a shuttle.

  3.I agree that *** ********* should have been communicated with better on his vehicle and this is an issue we are working on as we are using an outside call center to handle the run over with calls. I know this can be frustrating that is one reason I have stated we would give *** ********* a 200.00 voucher. I did admit he should have been given the option of using his credit card. He did not have this on him and when we tried twice with two different computers to pull his account up the system was down. *** ********* stated he did not want to wait anymore and paid with another form of payment.

  4. I am not trying to fool the BBB or *** *********. The work was done and the process was followed on this type of repair.

  5.This is where we get into the name calling but I have answered this in #3 as we tried to get his credit but it was down.

  6.In *** ********* initial complaint he authorize $850.00 worth of work which he clearly states in Line 8A.

  7. SEE # 7

  8.I told *** ********* that I would fix any problems he has with the injectors that we cleaned out

  9. Engines lights can come on and many codes are a check and many times cause no issues to the engine or vehicle. I can also pull the RO in Jan and send the exact codes. Obviously nothing was terminally wrong with the engine as it ran fine until gas contamination.

  10. The complaint was about the fuel contamination not the engine light that *** ********* had disregarded in January.

  11. We do not fill the tank up only refuel to same level as a client would bring to us. Any extra fuel would be an additional cost to client.

  12 #6 the work was approved by *** *********

  13.#6

  14. I sincerely apologize that *** ********* felt slighted or mistreated. This was not in anyway our intention but this is the one thing I find disturbing on our end and that is why I wanted to give him a credit on his next service. But this error is not a 3k error or something we would need to put a lifetime warranty on the vehicle.

  15. As I stated I would have been happy to work on the injectors if that is what is still causing the shudder.

  16. If *** ********* was already having trouble with the $850.00 I would believe as I was told by my Service Advisors that they did not try and offer anything else due to *** ********* budget.

  17. I am not amazing and I always listen to the client and try to see both sides, as I believe this is one of the most important jobs a GM can have. If we did anything wrong I would make sure we made it right. We followed the procedure to fix this Civic by the process Honda has given us.

  In closing I have answered *** ********* questions now twice. I have attached the first complaint he sent to us stating clearly he authorized the work. I have been called names on many occasions by *** ********* told that he is out to get me and ruin my name on Social Media and take me to small claims court. However if I put a lifetime warranty on a 21 year old car or give him 3k all is forgiven. It is obvious I cannot reach an agreement with *** ********* hopefully the BBB can help with this. I can no longer keep answering the same question that I investigated and found that the only thing we did wrong was a poor job with our phone system and did not give *** ********* a friendly experience while he was here. Again this is why I will issue the $200.00 credit

  Customer response

  09/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: MESSAGE FROM BUSINESS:  My responses are in bold face:
  
  
  
  I just wanted to respond by these by number so we are clear on everything. I would appreciate the BBB to ask *** ********* to stick to facts and stop calling people names or using unprofessional language as part of this. I have not done this with him and would appreciate the same in return.
  The respondent would have to identify what “facts” he does claims I am not sticking to.  The complaint is consistent in every detail.  Honda has not responded meaningfully to any of it.
  I told *** ********* that I would look into the situation and ma
  be sure the work on his vehicle was done and to hopefully find a solution both parties could live with.
  Honda acknowledged in the initial phone offered an apology and said as noted that they would offer a solution both of us could live with and Honda asked for time to do so.  I readily granted the request because it appeared to acknowledge an admission of some wrong doing.  Instead, Honda with made its defense after several days and did not anything but a reiterated of its initial position, that the work was done at my request after an estimate was given.
  What makes that report false is the failure to make any mention of my insistence when I was at the facility that I needed the possibility of an installment plan to continue, and further that on the previous occasion I indicated that I would not agree to authorize any work about %500 in January.  Once on site, Honda’s incompetence prevented my securing any installment effort and I paid cash I did not readily afford.  I did not and would not have agreed to have the work go forward for 4850 without the extension of credit.
  The other factors concerning the likelihood that the preponderance of evidence would show that the work might not have been done at all was the condition in which the car was returned to me.  After clearing out the gas lines according to Honda, they returned the car with a half-full tank, the window rolled down as I had left it, and with an open trunk.
  I received two contacts by email from Honda reminding me that the car was ready for service, e.g., oil and filter change.  Why wasn’t that offered when the work ostensibly was done?
  None of Honda’s reply address the admitted fact that the company’s arrangement to respond to all calls for service or scheduling from Friday when the car was left to Monday made it impossible for me as  a customer to talk to anyone much less reach an agreement from Friday until Monday when the supervisor called to inform me the work was done and the car was ready for pickup.    Bear in mind that I have claimed that I always had satisfactory service from Honda for more than 20 years.  I should have been a valued customer, but instead was treated not an unreasonable complainant.
  
  I obviously failed with this as the only thing *** ********* is willing to take is 3k or a lifetime warranty on his engine.
  
  I have no idea what Honda is talking about.  This is my dilemma both before and after the incident.   I am 88 years old. I will have to give the car up at some time.  I need it only for a 10-15 mile one way trip at most in town.   In January I made that clear to Honda Service, ***** *******.   This last time once on site I explained that to **** ****, who paid no attention to that.  Honda refuses now to address this point.  I have offered no solution at this point expect to bargain for compensatory damages for all of the foregoing.
  I was responding to his issue with our **** program and that we only use this and no longer a shuttle.
  This is accurate and irrelevant.
  3.I agree that *** ********* should have been communicated with better on his vehicle and this is an issue we are working on as we are using an outside call center to handle the run over with calls. I know this can be frustrating that is one reason I have stated we would give *** ********* a 200.00 voucher.
  This is nonsense.  Honda would simply up the price by $200 and leaves me without the option of dealing with someone else—******** ******—in light of the fact that they are not trustworthy.   With regard to the “agreement” Honda claims ludicrously that the problem that exists in communication over the weekend is irrelevant to want went down.   What is so insulting about Honda’s response is that it makes me out to be a liar, and negates the need for a written authorization.  Honda takes the  inane position that it knows for a fact that their senior advisor got authorization from me to proceed.  Why would Honda have every reason to lie?  Because it got no such authorization!
  
   I did admit he should have been given the option of using his credit card. He did not have this on him and when we tried twice with two different computers to pull his account up the system was down. *** ********* stated he did not want to wait anymore and paid with another form of payment.
  What Honda does not want to acknowledge is that this issue would have arisen in any discussion which was needed to obtain my authorization BEFORE the work was done.
  I am not trying to fool the BBB or *** *********. The work was done and the process was followed on this type of repair.
  How is Honda claiming this is verified.  Honda is simply repeating what the Senior Advisor claimed in the first place.
  5.This is where we get into the name calling but I have answered this in #3 as we tried to get his credit but it was down.
  That was NOT the only credit possibility.  There was an advertisement on the wall of an instalment plan.  Neither advisor knew how to access this.
  6.In *** ********* initial complaint he authorize $850.00 worth of work which he clearly states in Line 8A.
  7. SEE # 7
  8.I told *** ********* that I would fix any problems he has with the injectors that we cleaned out
  There never would be a [problem with the injectors.  It would always be something else.  I have dealt with Honda for 20 years and know that there has never bene an admission that a problem results from a past mistake.  It is relevant now because I am beginning to experience the same signs of what went wrong the first time—the car does not idle well initially at stop lights and signs, then kicks into a normal idle.
  9. Engines lights can come on and many codes are a check and many times cause no issues to the engine or vehicle. I can also pull the RO in Jan and send the exact codes. Obviously nothing was terminally wrong with the engine as it ran fine until gas contamination.
  Honda is losing its mind, if not its credibility.  The only one who knows the true facts aside from me is the senior advisor **** ****.  Honda simply is repeating his version as if it were the only rational account, in which it seems the customer is always wrong.
  10. The complaint was about the fuel contamination not the engine light that *** ********* had disregarded in January.
  I did not think and do not think the problem was related to anything that was done in January.
  11. We do not fill the tank up only refuel to same level as a client would bring to us. Any extra fuel would be an additional cost to client.
  Normally that would be the case.  But by leaving the tank half full in this instance, without knowing how I got the alleged contaminated gas in the first place, would leave me and has left me in the position of not knowing where to get gas without fear of contamination.  Indeed, I would have been willing certainly to listen to an offer to return to Honda for future fill-ups to avoid the problem.  Also there was not the slightest interest in what station I might have frequented where the problem allegedly occurred.
  12 #6 the work was approved by *** *********
  13.#6
  14. I sincerely apologize that *** ********* felt slighted or mistreated. \
  What in the world makes Honda’s apology sincere?
  This was not in any way our intention but this is the one thing I find disturbing on our end and that is why I wanted to give him a credit on his next service. But this error is not a 3k error or something we would need to put a lifetime warranty on the vehicle.
  I have no interest in a lifetime guarantee. What is dangerous now is that Honda refuses to understand despite our understanding in January that I need to engage in careful discussion about any further serious expense, e.g., more than $500 in six months, and possible alternatives—another car with installment payments, etc.  At this point, Honda’s response would not be trusted.
  15. As I stated I would have been happy to work on the injectors if that is what is still causing the shudder.
  Honda is kidding, right?  If contaminated fuel caused the shudder, why is it still shuddering?
  16. If *** ********* was already having trouble with the $850.00 I would believe as I was told by my Service Advisors that they did not try and offer anything else due to *** ********* budget.
  That is nonsense again.  There was nothing in any discussion which suggested that **** **** wanted me to pay $850 and get out of his sight.  Further, Honda does not address the indifference shown to me by at least five service advisors in sight until I asked to see *** ****.
  17. I am not amazing and I always listen to the client and try to see both sides, as I believe this is one of the most important jobs a GM can have. If we did anything wrong I would make sure we made it right. We followed the procedure to fix this Civic by the process Honda has given us.
  This is beyond belief.  The GM regards himself as an impartial mediator between the customer and Honda.  This is a true insult, especially to an attorney (54 years) who frequently uses small claims court.
  In closing I have answered *** ********* questions now twice. I have attached the first complaint he sent to us stating clearly he authorized the work.
  The GM can’t read.  That is NOT what my complaint states.
  I have been called names on many occasions by *** ********* told that he is out to get me and ruin my name on Social Media and take me to small claims court.
  I have no idea what the GM believes was name calling.  I stated that I would turn to social media—****—and I have.  I do intend to go to small claims court, with this interchange between us as well.
  However if I put a lifetime warranty on a 21 year old car or give him 3k all is forgiven. It is obvious I cannot reach an agreement with *** ********* hopefully the BBB can help with this. I can no longer keep answering the same question that I investigated and found that the only thing we did wrong was a poor job with our phone system and did not give *** ********* a friendly experience while he was here. Again this is why I will issue the $200.00 credit
  The GM insists on offering a credit in the future, as I and BBB should assume Honda is acting in good faith as it always has including this last go around. On the most important point---I did NOT authorize $850 for work to be done without any discussion of credit arrangements in advance, on the phone, starting on the Friday when the car was dropped off.
  I do not know what else BBB can do, but I certainly am willing to go to arbitration, mediation, or even negotiation with an attorney for Honda of Gainesville.   Finally I will share this with BBB and proceed to small claims court if BBB can make no finding or offer any additional assistance.
  ******* ****** *********, *** **** **** **** ***, *****, ************ ** *****  ***** ******** ***********************.

  Regards,

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

  Customer response

  09/22/2023

  Since my Complaint was closed,  the business and I reached an agreement, which resulted in my total satisfaction with the way in which his company responded to my concerns.  If possible, I would hope my complaint could be erased.  If not, please add this note, that this company which has served me faithfully since 2002 has done so again.  I would recommend Honda of Gainesville to anyone now, in light of their outstanding care and performance.
  Sincerely, **** ** *********, ****
  

  
  

  Customer response

  09/29/2023

  After I complained about the rude treatment I received, primarily from one employee who apparently was having a bad day, I offered to negotiate the problem with Honda of Gainesville.  I had excellent service from that dealership ever since I purchased the **** ***** ***** **.   ***** ******, ******* manager, not only accepted my offer, but more than made up for whatever errors I perceived had been committed.  He worked with me personally and made sure the car was operating better than it has in years.   The amount of money Honda of Gainesville invested was beyond any sum I could imagine.  I would recommend Honda of Gainesville to anyone, and even assure future buyers and customers that the employee who triggered my anger had treated me honestly and wit respect previously.   I couldn't be happier than I am right now with Honda of Gainesville.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I assisted my son in purchasing his first car at the dealership. I told the sales rep I had a pre-approval and reference code with ******* *** and to only send it over to ******* ***. I was then asked if I wanted to explore other banks for a approval and i said no. I was then told let us send it over to Honda bank as well because they are having a deal on good interest rates right now. I later found out after the purchase of the car our credit was rand by at least 5 banks without my knowledge.

  

  Business response

  02/07/2023

  When we take a credit application we do our due diligence in obtaining the best terms for customers from various lenders including manufacturer , banks and credit unions.  I attached the disclaimer on our credit application.  Our software we use helps us determine the top and most likely lender to give the best terms.   Once a debt is obtained the auto specific lender inquires weight on credit scoring is replaced by the new debt as well.  We do not simply send over credit to all available lenders but multiple ones are necessary in order to negotiate the best terms for the client.  Preapproval offers are rarely the best conditions for a customer and also need to be reworked with the lender in this case ******* ***.  

  

  Business response

  02/10/2023

  I understand the frustration of communication between the consultant and management team and we can just submit to one lender by request of course.   In this case though there is no manner of removing an inquiry from a credit bureau from the other lender as we are not in control of that after submission.  To reiterate again this is very normal to have multiple auto loan inquiries when purchasing a vehicle and will not have a negative impact any differently after the loan is reflected on the bureau.  

  Customer response

  02/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The ball was dropped due to your team including the sales men not honoring my request, and due to the neglect our credit was hit by at least 5 banks which is unacceptable when i clearly stated my request from the very beginning of the sale.  

  Regards,

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

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased my vehicle from Honda of Gainesville on October 19,2022. Immediately upon driving the vehicle home there was a cockroach issue. A couple days later had to drive all the way back to the dealership for them to get the car taken care of and they held the car for 4 days to get the situation resolved. Driving the car home from the dealership on the fourth day the check engine light came on. I purchased an additional warranty with this car for almost $3,000 which was told “ bumper to bumper “ covered everything from top to bottom inside and out besides normal wear and tear. With the acceptance of the warranty I called a Chevy dealership close by that told me they can not honor this warranty ( they couldn’t even bring anything up ) even though I was told it would work at any dealership nationwide. I immediately called Honda of Gainesville back , spoke to my sales person who said “ yes mam let me have service look into it “. They never called me back. The following day I called them back - asking again what do I do. My check engine light is on and the code is reading an issue with the transmission. I have this warranty I need to be able to use it. Honda states they can not bring the warranty up in the system they will call me back. They never call me back. I give them four days - I call back furious. I talk to a service “ manager “ who stated he also could not find this so called “ warranty “ in their system. They sent me over to finance who states “ I can see the warranty you purchased plus the warranty they provide ( lifetime engine and power train”) and tells me he will relay this message to service. I get no phone call back. I called the next day asking to speak to the service manager the secretary asked me my name and then took a message telling me they were busy. I am getting no where I really need help! I told them the next steps will be taken if I do not hear back. They are not taking me seriously and I demand an answer.

  

  Business response

  11/28/2022

  We show Ms ***** warranty as active.  Its possible that due to close proximity to issue to purchase date it may have not reflected at that time.  Rashed here is attempting to reach back out to ****** again now to try and resolve communication issues.

  Customer response

  11/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ****** *****

   

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Honda of Gainesville to make sure my car was fixed and working probably so that I would be working properly on 7/20/2022-7/22/2022. I received an inspection report of everything being good and the only comments put were front bumper missing, brake flush, trans svc, valve cover leaking, vtc screen, and front seal. They said that they replaced the alternator, flicked the valve cover leak, replaced the vtc screen, and adjusted the valves for $1,681.79 (invoice # **********). When I received the car the wheel was shaking and the dashboard was humming loudly and shaking as well. That wasn’t happening before the car was brought in. Also the check engine light came on that same night( hours after picking it up from them) . Before coming to pick the car up we had a few calls where I told ****** the advisor that he had the green light to fix whatever was wrong with the car and to make sure it’s running properly and I’ll pay it. He said ok. When he let me know the three issues I paid for I asked was that all the issues and leaks and he said yes( this was all in recorded lines) and said ok. Fast forward to already picking up the car and later on that night when I made it back to Marietta, ga, I decided that because the check engine light came on hours after getting the car I would take it to the Honda near me Friday(7/29/2022) but the car didn’t make it until then. Thursday morning (7/28/2022) I walked to my car and seen a leak under the car and when I went to turn it on the car didn’t crank, no lights turned on, and there was no sound. I had to miss work to get it towed to the nearest Honda dealership (** ****** ****** where they told me the car issues: VTEC solenoid O-rings leaking$180 , VTEC solenoid leaking$380, passenger engine mount broken$300, front engine mount broken $450, rear engine mount broken$450, radiator mounts on top broken$115, intake hose needs replacement $155,brake switch stopper needs replacement$195, and battery replacement $150. Need more room

  

  Business response

  08/04/2022

  We reached out to Ms ******** after hearing of this complaint and spoke also to the repair facility where the vehicle was taken after here.  The repair facility where the vehicle is now confirmed that there are no issues with repairs we performed and are not related.  We offered to heavily discount and additional repairs that Ms ******** currently has but she declined due to distance from us. Tell us why here

  

  Business response

  10/06/2022

   

  From: *** ***** <*****************************>
  Sent: Thursday, October 6, 2022 9:33 AM
  To: **** ******* <*********************>
  Subject: Re: *** *** **** ***********

   

  *****

   

    This 2005 Honda Accord was towed into our shop with front end damage to the vehicle.   We were asked to get this vehicle in running condition for her travels back to Georgia where she was heading originally.   The vehicle needed an alternator, valve cover gasket and vtc screen were leaking oil, the valves were adjusted this got the vehicle back to an effective running state.   We also noted the front bumper was missing and she was in need of a brake flush and transmission service.  We should have marked all of her vehicle inspection sheet in "red" but did not due to a closing error.  Although none of the items on this checklist are related to the current concerns she has after taking to ** ***** Honda. (see her attachment for checklist items).   ** *****'s service manager confirmed that all of the work we performed on the vehicle was satisfactory and that her current concerns were not related to those repairs done here.  We believe that any service department could write many recommendations for this vehicle due to the current age and condition.  Engine mounts, body mounts , radiator mounts are likely related to the incident that took the bumper off.  We made an offer to her if she was to return the vehicle here that we would do any repairs she desired at parts cost and no labor which would be of substantial savings.  this was declined.  At this point we would be more than happy to offer ** ***** $500.00 toward her repairs just to not have to take the vehicle back into our shop as we feel this vehicle also needs attention of a qualified body shop to properly address issues moving forward from here. 

   

  Respectfully,

   

  *** *****

  General Manager

  Honda of Gainesville

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

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

  Customer response

  10/07/2022

  Good afternoon, I’m accepting the $500 payoff to fix   The car. You can send the check to ****** ******** my address is *** **** **** ********* **. 

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on Feb 26, i went to Honda of gainesville to get an oil change, after this job was done, on my way home, since they forgot to tighten the bottom panel , one side of it fell off and scratched the ground and made a crazy noise, so I had to tow my car back to Honda of gainesville. They fixed it for me and refunded me the cost of oil change and also told me that they will reimburse my towing service fee $54, they asked me to leave the receipt to them, and let me back home to wait the reimbursement check. after two weeks, i didn't get the check, then i called them, one manager answered the phone and told me they will mail the check immediately and asked me to wait another two weeks. after another two weeks, i didn't get the check still. so i called then again, one manager told me the same thing again, let to wait another week, i told them that i can pick up the check, they don't have to mail it, they declined and told me they can only mail me the check. it is so ridiculous. I don't think they are willing to reimburse my towing fee, they may think refund of oil change fee is enough. i am really angry about their service and attitude, they made such an unacceptable mistake and they don't even want to take the responsibility. so I ask your help to get my reimbursement back. Thanks.

  

  Business response

  04/27/2022

  We issued a check on March 17th and are investigating to see whether or not it has been cashed.  If it has not we will need an updated address for the customer and will send overnight.
  
  Respectfully,
  
  *** *****
  General Manager
  Honda of Gainesville
  

  
  

  

  Business response

  04/27/2022

  Update.

   

  check was cashed

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