Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 1986 Civic was towed into Jenkins Honda on 6/11/24 due to a no start. I had a fuel pump in the back seat and told the salesperson that if that was the problem, to please fix. The mechanic did, as well as replace a valve near the fuel tank. Car was running, but Shazam- the mechanic recommended that the carburetor be rebuilt soon. Since the car was there, I asked if it could be done. He said yes, but it would have to be sent out to a carb place- it was rebuilt at National carb in ************. I was called to pick up the car on 10/12, brought back on 10/14- ran poorly, dieseled- ran on after turning off, surged and hesitated severely when cold. ****, my service person asked to please bring it back asap. It sat there until 2 weeks ago- I picked it up on 1/13. They said there was nothing they could do, that he can't adjust it to run any better. I am not asking for the money back to charge the a/c or repair the brakes, but the approximate 2500 dollars. The total bill was 3850, with a coupon. Now I have a car that doesn't run nearly as well as it did before, and I'm afraid to use it. Today, it stalled in traffic. I was almost hit because of this.I have all emails and texts concerning this repair and can send them upon request. One actually states there is nothing more that he can do. So now, I have a car that is worth little, and it was a collectible, near mint condition and an antique. I'm very disappointed in the dealership. It takes 7 months to fix a vehicle? I want to sell it and be rid of it. I was told the only thing the manager could do was offer me a 100 dollar credit.

  Business Response

  Date: 01/31/2025

  Hello,

   We are aware and have record of this 1986 civic being here. I spoke with the advisor, the technician, and the service manager; they all confirmed the customer was told we could not find anything wrong with the car drivability wise. The customer then asked to have the vehicles carburetor sent to a repair shop that he provided the contact information to. We sent the carburetor to this shop per customer request where they had the part for two months. Once we received this part back we installed it into the vehicle, we checked timing, vehicle was running to standard at that time. Customer is still complaining vehicle still has drivability issues, we are more than happy to take a look at the vehicle again for him. As for the payment the customer provided this covered not only the labor of the carburetor being installed, the part itself being sent off to be worked on, and another repair on the ** for this vehicle. 

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22878543
  
  I am rejecting this response because: It doesn't answer why it took seven months to fix a fuel issue. Shazam said the carburetor needed to be rebuilt soon. I asked, since they didn't know,  to use National carburetors, as it has been used in the past by me. Driveability issues that the car has now- which it didn't have before this repair are- running on after turning the engine off, surging and bucking, especially when first taking off, a rattle in the back- that wasn't there either. It stalled the other day on the road- this was in an intersection and dangerous. It never did that before, either. This car hadn't spend a night outside, and then it was outside for mostly 7 months, so the paint has aged. It would be nice to know that you cared about your customers, and treated their property with respect. Close to 4 thousand dollars was spent, for a repair that is far from satisfactory. If you knew you couldn't fix it, why did you take it on and waste my time and money? At least have the integrity to admit when you did a poor job. I have emails and texts detailing this entire transaction. They are very specific. 
  
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 02/04/2025

  Hello,

   We would be more than happy to have you come back in so we can reevaluate in person together with our certified technician. 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22878543
  
  I am rejecting this response because: I have emails/text messages from **** ***** saying there is nothing more that Shazam can do for the car. He is 'stumped." Why not find a mechanic who knows older Honda vehicles and how to fix them properly? It took him 7 months and it still isn't fixed. How is another trip there going to make a difference, except waste more time? If you take my money, I expect a proper repair, not for the car to be worse than it ever has been. I've even given him the option of sending back the carb, but he said it isn't that and it wouldn't make a difference. When I was asked for help. I'm not a mechanic.
  
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 02/24/2025

  We strive in providing the greatest level of satisfaction for all our guests. We have offered our assistance by inviting the customer back to reinspect his car and he rejected our offer. We are more than willing to help but we need his cooperation in order to assess and resolve the issues that were stated.

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had $8000 of warranty work completed at this dealership. My employment has nothing to do with this as I was not provided any type of discount and it was with my warranty for my car through Honda. The transmission needed to be replaced. The moment I got back my car the sensor was not working and I noticed a bolt missing near the air flow. I was told there was nothing wrong with my car because they drove it 100 miles. I had my mechanic look at my car it does have issues with it and after taking it to the local Jenkins dealership they REFUNDED me my diagnostic fee because they could not figure out the issue with my Honda. The store refuses to call me back, provide me any of my warranty for the work that has been completed for my window tinting and my $8K Transmission. They expect me to drive it 100 miles with a missing bolt, vibrations, and a sensor not working or pay to have it towed there with no vehicle. They very well can come bring me a car and take this and fix it. I am so upset and the manager said I had to wait for him to return from vacation, 10 days later, to even look at my car. I have emails. This is not work related I am a consumer who was provided horrible service.

  Business Response

  Date: 05/09/2024

  
  We appreciate you bringing this matter to our attention and allowing us the opportunity to clarify and address the concerns listed. 
  
  After a thorough review of this case, we can confirm that the particular issue with the vehicle part in question was indeed covered under the manufacturer warranty, as it has been identified as a known issue with that specific year, make, and model.
  
  Regarding your mention of accommodations, we want to assure you that our service manager did extend an offer for a loaner vehicle via email during the time of service. We always strive to make the repair process as convenient as possible for our customers.
  
  Furthermore, we would like to clarify that the warranty for the repairs conducted by our service department is listed on the Repair Order (**). Any additional warranty coverage for the part moving forward falls under the manufacturer's warranty policy. As mentioned in the desired resolution, we encourage the customer to take the vehicle to her local dealership for any further assistance under the manufacturer's warranty and additional accommodation they are willing to offer. Although we attempted to duplicate the vibrations and noises the customer requested, we could not duplicate those issues. The vehicle does have body damage that could cause other mechanical problems.
  
  Regarding the request for a loner, it's important to note that we do not have influence over other dealerships, as they are independently owned entities. The dealership you mentioned, which is not affiliated with Jenkins, operates under its own management and policies. The warranty paperwork for the work performed at our dealership is listed on the ** which we can provide a copy of.
  
  We did not refuse to perform services nor did anyone at the corporate level state otherwise. We understand the frustration and inconvenience the customer experienced and sincerely apologize for any inconvenience caused.
  
  Customer satisfaction is important to us, and we hope this resolves the filed complaint.
  
  Thank you for your understanding and patience in this matter.

  Customer Answer

  Date: 05/10/2024

  I could not read the message that was sent on April 30th I called the office as well.  This needs to be reopened since no resolution has been met and the quality of work was horrible.  The window tinting I had done was so sloppy there were still drip marks in my car and it was never cleaned.  There was an issue immediately following my transmission being replaced with my efficiency of gas usage monitor.  please see attached photos these were all sent to the service manager and district service manager in Leesburg.  NO RESPONSE

  Customer Answer

  Date: 05/10/2024

  Here is the email from the service manager REFUSING to allow my vehicle to go back to the dealership UNTIL his return.  ALSO, the body damage on my vehicle my car never did what it said and LEESBURG never looked at my vehicle to access the vibration or noises.  I did try to take it to the local dealership and they said because it is a HONDA they are not certified to access anything with the car since they are KIA.  Which at that point the manager refunded my diagnostic fee. I CANNOT drive it that far.  I was offered a loaner at no cost by *** at the dealership and then the service manager got mad and decided not to honor it.  IT IS ON A RECORDED Call at the dealership that they can easily pull up if they punch in my cell phone number.  *****, who has access, will not do that because they want to hide this information and not service my car for retaliation.

  Customer Answer

  Date: 05/10/2024

  I was told by corporate, that ***** was included in, the following: "Respectfully, we decline to conduct this service...and all others"
  

  Business Response

  Date: 05/10/2024

  Good afternoon, 

  The email provided by the customer was part of a series of communications, each emphasizing the importance of efficiently resolving the customer's concerns. In subsequent emails, our service manager offered an alternative contact within the service department who could assist the customer sooner. Additionally, our service manager strongly desired to be present during further diagnostics,underlining the importance of the customer's concerns. The service manager also mentioned that the concerns the customer described were not indicative of the work performed, as the issues she expressed were outside the areas where the work was performed for the transmission. We had removed the transmission and replaced it.
  
  The customer was also informed about the vehicle's condition, including body damage and the possibility of other issues, such as vibrations, noises, or rattles. 

• Initial Complaint

  Date:01/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/31/2024 I returned to pick up my vehicle which had been serviced and detailed by Jenkins Honda. When I dropped off my Honda, the service writer noted and credit card charges would be assessed a 3% surcharge and to avoid this I could use check or cash. When I returned to pick up car and write a check for the transaction, I was informed Jenkins did not accept any checks over $100 thus forcing me to use my card and be assessed the 3% fee. I could not see any obvious signage that a check limit was $100. My estimate was for $325.90 and my final charge was $383.13 INCLUDING THE SURCHARGE. The bottom of my receipt states the surcharge is not greater than Jenkins cost of acceptance. I seriously doubt that any *************** entity handling a significant amount of money pays 3% to process when those fees can be as low as 1.5% based on my limited research.

  Business Response

  Date: 02/07/2024

  Hello, I do apologize for the inconvenience of this 3% charge. Please reach out to me personally so we can get this resolved, ***************************, Customer  Relations Manager **********************.

  Business Response

  Date: 02/13/2024

  On 2/13/2024 I spoke with ****************** about refunding him the amount for the 3% charge of $70.00. He is happy with this resolution and we will remain in contact. 

  Customer Answer

  Date: 02/25/2024

  We reached a verbal agreement on settlement but as of yesterday, I had not received the check.

   

   

  ***

  Customer Answer

  Date: 02/26/2024

  Date Sent: 2/25/2024 11:03:00 AM
  

  We reached a verbal agreement on settlement but as of yesterday, I had not received the check.

• Initial Complaint

  Date:01/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on January 6th 2023 i went of Jenkins Honda of Leesburg and purchased a new 2022 Honda accord sport hybrid, the salesperson said that the car was new but after i took the car home down between the driver seat i found a Florida dmv temporary tag registration from a person that purchased the same car on with a temp tag number ******* also Jenkins Honda of Leesburg deal number ****** also has the customer name elby l*** R********* with the customer addressee and driver license number on the paper. i called the sales person back and i was told that the car was a show room car and it had to registered in Florida to the employee who worked at Jenkins Honda of Leesburg in order for the car to be classified a showroom car the sales person told me that the car was new and no one owned the car and i was charged for a new car price and was given a used car i called the sales person back on 01/07/2023 and i was told that for the inconvince they would give me a service package valued at $ 1,800.00 i do not feel that is fair enough to be charged new car price of 33,398.00 and a used Honda accord sport hybrid sales for less money also checking Carfax the car said it only has 3 miles on it and when i got the car it says 174 miles that's not fair my cell phone number is ************

  Business Response

  Date: 01/11/2023

  The 2022 Mr. ***** bought was new, never titled with an original manufacturer certificate of origin. He did contact last night and We are working with Mr. ***** to eliminate any concerns that he might have.

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:11/21/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 10, 2022. Complaint uploaded that was sent to Honda Corporate.

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/22) */ Ms. ***** originally leased a 2022 HRV on 11/15/21. Then on 8/19/22 she decided to buy out her lease. She then returned almost a month later and insisted there was a loud banging noise that was occurring. We were never able to duplicate the noise. She insisted on getting another vehicle. Since MS. ***** had leased the vehicle from the beginning, the payments that she was making was reducing the balance owed on that vehicle. Hence why her first amount financed was $26734. We were able to find a car just like hers and traded her out of her originally leased vehicle. She came back several days later and I met with her and was able to help her understand why she was financing more money. I even helped her more financially to make her amount financed even less. Ms. ***** left my office very satisfied. She even gave a 5 star review on social media. I am not sure what has transpired since we last spoke. I would be happy to go over it with her again if she would like. Regards, Jason K*******