ComplaintsforHonda of Lake City

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday March 8, 2024 my fianc and I went to ********* Honda and bought a 2016 ***** Silverado. We put $6000 down and our trade in. We purchased the the warranty also that was said to cover everything for an additional $256.00 a month. Within one day of driving we could tell there was a transmission issue, the fan would stay on running for 20 minutes after we turned the truck off and the brakes werent working properly and the heat didnt work. I called Monday morning and notified the salesman and service center and was told I would get a call back. I called everyday for a week. I finally spoke with the financial manager and he told us they would take care of everything and to tell the bank we loved the truck. At first they stalled us with promises to call us back about scheduling a service appointment. We were then told because the warranty wouldnt start for 30 days. We have 6 year old twins and knowing their safety was first we took the truck in anyways that was on March 24th. We were told by the service center the previous owner had put water into the truck instead of coolant. We gave them a list of the issues and I asked them how this truck was even sold with all of these problems that were obvious after one day of driving. We also told them we paid the first warranty payment on the day of purchase. For 2 weeks we called over and over and couldnt get anyone on the phone. We then went to the dealership and politely stated everything that happened again to the managers. They made it seem as they were going to replace the truck with another after they commented that the truck shouldnt have been sold. In actuality they wanted us to trade in the truck and buy a more expensive one changing our payments higher. When we refused they went back to saying they would fix the issues. They still have our truck 6 weeks later and call after call they have fixed not one issue. Please help!

  

  Business response

  05/09/2024

  We have spoken to the customer and are trying to come to a solution that will satisfy both parties. 

  Customer response

  05/09/2024

  I would like to update you regarding our truck and ********* Honda. I was contacted today after they received the complaint from you and was told they have ordered a new transmission and it will be here next week. I then asked about the brakes, heat and issues with the fan staying on. The manager said he doesnt have any information on those issues as of yet. I did voice I do not want to pick up my truck until all issues are properly fixed. He responded by saying lets just get it running first. I will keep you updated with each issue fixed until I can pick up my vehicle without issues as it should have when purchased. My family wholeheartedly thanks you for how fast we got an answer once you got involved. 

  Customer response

  05/10/2024

  [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: 21689125

  I am rejecting this response because:  The manager called and said they have ordered a new transmission and it will be here next week. I asked about the brakes, the fan that continues to run over 20 minutes after turning off for cooling the engine, and the heat not working at all. They said they dont have any answers to that yet. I told them I want those issues fixed and he responded by saying lets get the truck running first. I will keep you updated when each issue is taken care of. I want to thank you for helping in this madder. This was the first phone call I received back from Lake city Honda since the time of purchase 2 months ago.

  Regards,

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

  

  Business response

  05/10/2024

  We spoke to the customer yesterday and we are replacing the transmission. We are also taking care of the brakes. 

  Customer response

  05/10/2024

  I see the message that he now says he will fix the brakes. They still havent commented about the heat and fan not going off after turning the car off. I believe that cools the engine down and service manager said that isnt normal. I would like to keep this case open until all issues are fixed and I have my truck back in working order. I will be diligent in keeping BBB up to date on each issue resolved. Thank you for your help with this situation.

  Customer response

  05/10/2024

  [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: 21689125

  I am rejecting this response because: The response was they would fix the brakes and transmission. The heat also needs to be fixed along with the reason and issue of the fan staying on after turning the truck off. Their mechanic said that shouldnt be happening and can cause major issues. Once ALL the issues are resolved and I have my truck in my possession fixed I can then have a satisfactory outcome.

  Regards,

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

  

  Business response

  05/10/2024

  We are working on making the truck right. 

  Customer response

  05/20/2024

  We got our ***** Silverado truck back and am pleased to say everything seems to be working great. I would like to thank you for your help.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 20, my wife and I drove almost two hours to ********* to look at a vehicle. I had spoken with ******, reviewed the car fax showing no structural damage, had financing in place and went with the intent to purchase the vehicle. The vehicle was dirty inside and outside, the parking assist light was on, the low tire light was on, the steering wheel was crooked and it smelled of cigarette smoke. There were some dings and scratches on the vehicle, and I knew there had been some minor damage and repainting to the front end, but it was represented as structurally sound. I met with ****** and *********************** and decided to continue looking at other vehicles due to what I felt was excessive wear on the car. As my wife and I were driving home discussing it, we talked about what was "wrong" with the car and if it could be "made right." My wife called *********************** with our concerns about the dings, scratches, need for interior cleaning, etc. With the painting/touchup, ding removal, cleaning, servicing, etc. we figured I would be looking at at least $3000 in out of pocket to get the vehicle in what I would deem acceptable condition. ****************** stated he was into the vehicle for over $29,000 but needed to get it off the lot and was willing to make a deal. He even suggested that I "have your vendors do it" for some of the things I was questioning, and then said "you can flip it." I had no intention of "flipping" the car as it was what I had been looking for. He agreed to get it cleaned, serviced, drop the price to $23,500 and fill the gas tank if we would come back and we ultimately decided to return to purchase the vehicle. On Sunday, April 21, upon washing the dirt off, I realized it had been hiding additional damage. Paint overspray, scratches, etc. On April 24 I was able to have my paintless dent removal vendor look at the vehicle. When he looked under the hood, he noticed the left front fender was loose and the headlight assembly broken. He asked me if the vehicle had been in a front end collisison as it was obvious to him that there was significant damage. We put the vehicle on a lift and found significant damage. The frame/unibody was buckled in the front on both sides and a belly pan missing. I took pictures and attempted to contact ******************. After 2 calls an email and a message in the "Talk to the *** tab on the website, ****************** returned our calls. He stated he had "done his due diligence" and there was no damage listed on the carfax report. He asked for pictures and stated he did not want to lose us as a customer and would "make it right." He told my wife he had sent it to his powers that be, and would get back to us. After receiving no response we again attempted to call and text ****************** that we did not want the vehicle, it should not have been sold with the damage it had, and that I felt it would be best for both parties to unwind the deal. When we finally received a response, it was "After speaking with my service manager and showing him the pictures, it is our opinion that the vehicle has no frame damage. There will be a multitude of other issues with the vehicle had the vehicle actually had frame damage. The Carfax also shows no frame damage." He also sent me a ****** search explaining that the vehicle is a unibody, with the definition of what that meant stating "This vehicle also has no frame. It is a unibody. So it would be impossible for it actually have frame damage." I asked ****************** to clarify what his intentions were at that point in time as I did not want the vehicle.

  

  Business response

  04/29/2024

  This customer put a lead in on this vehicle on April 17th. Set an appointment to come see the vehicle on on Saturday April 20th. He and his wife  drove the vehicle and decided not to purchase it. An hour or 2 later I received a call from them telling me that if I got to a lower price they would come back and buy the vehicle. I agreed to their price and they showed back up and bought the vehicle on the agreed upon price. The following Wednesday they told me the vehicle had frame damage. I asked them to send me pictures of it. Upon receiving the pictures I consulted with my service manager and we agreed there is no frame damage. This vehicle does not have a frame. It is a unibody. The Carfax that the customer signed also states it has no frame damage.

  This is a case of buyers remorse and nothing more. 

  Customer response

  05/01/2024

   I have spoken with *************************** ,the regional director on April 29th and he suggested that they tow the vehicle to their body shop which I happily accepted. They picked up the vehicle on Tuesday morning April 30th. At 155pm, I received a text saying they will unwind the deal being that the vehicle had too much damage to repair. I am currently working with ****************** on a plan to move forward as this is clearly not buyer remorse as stated by the General Manager 

  

  Business response

  05/01/2024

  We have reached out to the customer to come to a resolution. We are waiting to hear back from them. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used 2012 mini ****** ********** from Honda of Lake City, ******* for $10,000 cash on February 6, 2024. I found the car online for $7,999 and asked why I was charged more. They said they charged a fee for paying cash. The engine light was on and after telling the salesman I didnt want a car with the engine light on he said, well fix it. My husband told him he didnt want it reset, he wanted the problem fixed, and he said they would take care of it and made me an appointment for 2 days. I returned the car in two days and they kept it for 3 weeks before calling me and saying it needed new fuel injectors which was $1,200. After picking up the car, the engine light came on the next day. I returned the car and in a few days was told they had put some hose on wrong. I picked up the car and the engine light came on after a week. I took the car back and did t hear from them for two weeks. I called repeatedly. Finally the serviceman, ****, told me he did t know what was wrong with it and they couldnt / wouldnt help me anymore, to take it to a mini dealer. I had bought the extended warranty, $3,100, so I took to another dealer. Was told it would cost over $6,000 to fix and warranty would not cover because they said problems were preexisting and to contact the dealer. I called several times to the general manager and he has failed to return my calls. The car is parked because I dont want to break down somewhere.

  

  Business response

  04/24/2024

  I am looking into this. I have called the customer and left her a voicemail asking to please call me so that we may be come to a resolution on this matter. 

  Customer response

  05/10/2024

  Honda of Lake City is under new management and the manager has contacted me and traded in the problem mini for a different car.  He and all the staff were very helpful and courteous and bent over backwards to help make this situation right.  Hopefully he and the new staff will continue their hard work and make this dealership a great one.  Many thanks to everyone who assisted me today.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 12/12/2023 I purchased a vehicle with Honda of lake city and it is currently 2/29/2024 and Honda of lake city has yet to send me my vehicle Tag when they were supposed to issue it to my address the day I signed for my car! I have called multiple times to get the tracking number for the tag and they said they would email it to me but I yet to receive a email from them I also tired to get the bill of sale sent to me Via email but they didn’t want to send that either! I am just trying to get my tag information or another temporary tag or my actual tag sent to me but I feel Honda of lake city is not giving me my tag or the information to get my tag on purpose and I need help to resolve this situation.

  

  Business response

  03/01/2024

  A new temporary tag has been issued for your vehicle; we apologize for the inconvenience. The title work couldn't be completed until the down payment had been finished, which hadn't or hasn't happened in the amount of $400.00 from the customer. We have decided to write this money off as a loss and proceeded with moving forward on the tag work and have issued a temp tag in the mean time.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2022 Toyota 4runner from them in September of 2023. The automatic lift gate was not operating properly but if I bought the vehicle, they agreed to get the lift repaired. The repair took over a month to complete and they removed the automatic lift, which I did not agree to have removed. I bought a truck with an automatic lift. To compensate me for the lengthy repair and the fact I no longer had an automatic lift, they agreed to make two car payments. They have not made these car payments as of 1/31/24. The check has "been in the mail" since November of 2023.

  

  Business response

  02/14/2024

  We sent the money to campus credit union and have been in contact with the customer.

  Tracking # shows received by credit union. 

  Customer response

  02/14/2024

  [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:

  Only 1 of the 2 payments was made. The agreement was Honda of Lake City would make 2 payments to cover the cost of the automatic lift that was removed. Honda of Lake City needs to make the full payment as agreed. 

  Regards,

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

  

  Business response

  02/22/2024

  We are issuing the additional check, we have issued 4 checks to the bank and they have managed to lose them multiple times. 

  Customer response

  02/27/2024

  I didn’t receive any additional payments that are owed. I got in touch with ****** he claims everything is settled when it is not. I am still owed the additional $873.45. He has yet to respond to me. All we want is the owed payment so we can leave this company ALONE!!

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a car on Saturday the 23rd. The back gate lift was not working properly so we were originally going to walk away but the sales manager stated he knew what the issue was and its an easy fix. A few minutes later he came into the office stating it had been repaired and just needed to be sent to the shop to verify the repair was done properly. We were told if we purchase the car it would be delivered to us Monday the 25th after the shop verified the repair. So we went through with the purchase. Monday rolls around and the sales rep says, sorry repair shop was closed saturday and sunday so they are just looking at it today... Tuesday rolls around and I call the shop (they took it to a different dealership for repairs) and I'm told by that service **** that the door is not working properly and they are diagnosing the issue. So the sales manager lied about fixing the issue. It is now the 29th and the vehicle is in the body shop bc they are saying the door itself is tweaked and needs body repair. I was on hold with honda this morning for 30 minutes trying to get a status update on the car, I called the body shop and they answered my questions within minutes. The customer service here is terrible and the sales team here will lie to your face. DO NOT BUY FROM THESE SCAMMERS!!! Also the prices they list online are about $6,000 lower than what they actually charge you in person, plus they add on a bunch of other fees and c*** you dont need. Terrible experience. Still dont have the car.

  Customer response

  10/18/2023

  Honda of Lake City corrected the issue. They ended up going above and beyond to make the situation right. This action can be dropped. thank you.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/22/2023 I purchased a **** ***** ********* from Honda of Lake City. When I left the lot the warning for "service brake pad monitor light" was on. I decided it probably wasn't a big deal and would address it when I brought it back to get serviced. On 6/1/2023 I brought the vehicle back for service and was told by my service advisor, *** ****** Powers that the issue was resolved. He told me as it is also in writing on the attached invoice that the needed part was replaced by a "O.E.M." part from the ********* dealership across the street. I get in the truck to drive it home and realize that the setting to the Brake pad monitor system had been disabled. I enabled the setting and once again the same warning appeared "Service brake pad monitor system." Nothing had been done to fix the issue like I was told. I contacted ****** via email explaining what I had found. He apologized and said he would now order the appropriate part so they could install it. On June 16th he told me they should have the part the next day. Well today is 7/10/2023 and still haven't received any notification regarding this issue. I brought the truck back on 7/5/2023 to address an additional issue regarding the check engine light and the vehicle shutting off when put in "****." This time I spoke to service advisor "****" and explained the situation and how it is sensitive due to my kids riding in the car and the heat outside. Dropped it off at 8am. When I came back to pick it up at 5pm the only thing they did was change the oil which wasn't requested and try to figure out why the "Brake pad monitor system" light was on. Nobody knew that the part was supposedly already ordered. I would like them to follow through with what they told me they would do and address the proper issues. I have lost all faith and confidence in this business.

  

  Business response

  07/12/2023

  I will look into this issue and make sure it is handled properly 
  expect a call from *** ******* tge service director 

  Customer response

  07/13/2023

  [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

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my Jeep on 4/24/23, and have had it in my possession 36hours. It did not receive the full inspection it was supposed to have prior to us taking delivery, We got home noticed SEVERAL issues that the techs missed: blown drive shaft seal, blown CV Boot with an actual hole in it, electrical ground issues. We took her back, they "ordered the CV boot," but it wasn't actually replaced! They "didn't know about the CV Boot." They were going to pass it off as done! AND they tried to tell us the grease that was leaking was rubber. It is a potential catastrophic fatal problem if it were to completely give out driving down the highway. My Jeep was sent next door to have the CV boot done, it was "lost" and had to be reordered. CV boot was finally replaced and ready to come home. We knew the negative ground on the battery needed replaced, but they added a nut to make it tighter - the negative terminal is STILL loose. I finally got my Jeep back, now its Mothers Day, my mom, bf's son, and I were in my Jeep heading to the beach. We stopped at *********, got out, got back in and my car wouldn't start. The dealership had to tow my Jeep, and Mothers Day was ruined. No one can answer what happened! They were not able to replicate the problem, drove it around **** ****, and it was good, until I got a call and someone had taken my car home overnight, and now my car is stranded in *****. I want out of this vehicle. The dealership is saying 1) we are going above and beyond and 2) we own it so we are stuck with it. No, they are not going above and beyond, They aren't doing their basic jobs, let alone "above and beyond." The dealership CAN back out of the sale and put us in something different so we don't have to keep having issues. 1 month later, and the dealership has put more miles on my car than I have. 3 days out of 30 my driveway. We were also told they would swap it out for a different vehicle, but the sales manager "knows nothing about it." Lie after lie, and no resolution.

  

  Business response

  06/13/2023

  We have been in constant contact with the consumer to try and remedy the situation We are trying to find a replacement vehicle that they will accept or buy them out of the contract all together They have been in a loaner free of charge and we are covering any and all payments due until the situation is rectified Thank you 
  
  ***** **********
  General Leader
  Honda of Lake City 
  

  
  

  Customer response

  06/14/2023

  [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.  Honda of Lake City has provided us with a service loaner while we work together to rectify this troublesome situation.  **** (Sales Manager) is working hard to find a replacement vehicle that fits our needs without the need to be bought out of the contract/sale.  **** has been in contact with my husband, providing updates, and had a real and honest human conversation regarding steps being taken.  We appreciate his efforts.

  Regards,

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

   

• Initial Complaint

  01/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  While traveling to visit family with my minor son, from **** ********** ** ******** ****** ** ***** ******* on December 23rd, I began experiencing engine trouble in my 2011 Honda Pilot. I was towed to a local *** **** in Leesburg. They indicated that I had battery trouble, but it might be the alternator also. I had the battery replaced and was able to proceed on my trip. On entering ******** ******, I began experiencing engine trouble again. The technician at a local AutoZone theorized that it may have been the alternator. The next morning I went to the Honda Dealership Service in Lake City, Florida. It was there that a mechanic disregarded the information regarding the alternator and, based on the codes, recommended a series of repairs that had nothing to do with my charging system, including a brake job, replacing brake fluids, and an oil change. There is a video of his review at this link: ************************************ He does not once reference the battery or the alternator. Based on that advice, I proceeded to have that work done to the tune of nearly $450. When I began to travel home on December 26, while traveling on Interstate 75, I began experiencing the same exact engine trouble I had when my car originally broke down in Leesburg and Live Oak. This time I sought out another Honda dealership in Gainesville. Upon conducting a diagnostic test, they immediately identified the alternator as the source of the issue. They preferred to repair the alternator, and I paid another $1250. I paid for unnecessary repairs and put my life in danger on the interstate during the holidays because of the mechanic's failure to properly diagnose the situation based on the description that he had been given. Notably, the mechanic at Honda of *********** IMMEDIATELY diagnosed the issue with my alternator. I do not understand by the expert at **** **** ***** did not have the same diagnosis, but instead recommended unnecessary and costly repairs.

  

  Business response

  01/03/2023

  TALKED TO THE CUSTOMER ON 1/2/2023 ABOUT 430 PM AND WE CAME TO A RESOLUTION WITH THE CUSTOMER. WE ARE REFUNDING HER THE LABOR THAT SHE PAID WHEN SHE WAS HERE AT OUR DEALERSHIP CHECK HAS ALREADY BEEN ISSUED

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my car in for an airbag recall was for the second appointment and was not provided a loaner after I would notify them that I would need a loaner when I bring my car in for it to be worked on. I was a little ***** but I tried to calm down and then the lane manager wanted to start raising his voice and threatening to call his boss who is a sheriff's officer to come and deal with me. Space when I was trying to get an explanation of why I could not get a loaner vehicle.

  

  Business response

  09/26/2022

  Mr ******* came in for an airbag recall after my service advisor explained to Mr ******* that the part for the recall was on back order customer insisted on a loaner vehicle which we do not provide if vehicle is not able to be worked on. Mr ******* was very upset with this process. I am having my service manager reach out to reschedule this appointment for when the actual part is here so that we can complete his recall 

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