ComplaintsforHonda of Aventura

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have taken my car there for years to have the service done without any major issues (Tire light did turn on after leaving the dealership) but this last experience now has me doubting all the work they've done before.Took my car on Friday July 19th to have the battery changed and to patch a tire that had a nail in it, they did the job, charged me for it and I left, problem was that the whole week after I took my car there I was having trouble turning it on. Decided to take it back at the end of the week, on Saturday July 27th and it turns out that they never switched the battery on the car even though they charge me +200$ for it. This by itself constitutes FRAUD, plane and simple. But the worst part is that they didn't show any signs of shame or regret. The service agent told me (After him speaking to the manager) that they would obviously replace it free of charge and the manager never approached me until I personally asked to speak to him myself. After that he said that they would charge the technician the cost of the fraudulent "work" and that they would refund me for it, also told me that they would do it in 20 minutes (Simple battery switch, why not?) but they didn't give me back my car until 2 hours after. When I finally went to pick it up, nobody approached me to apologize or say anything again, I did get refunded for the battery and just that, not for my troubles caused because of it and nobody even showed me that this time they had, in fact, switched the battery as appropriate. I've requested to speak with the service manager and he never called me. Finally spoked to him on Monday July 29th when I called and asked to speak with him at which point he tried to wash this off as if it was a minor thing, ended up telling me he would speak to the service agent that received me and would call me again but never did.In summary, HORRIBLE EXPERIENCE, DO NOT GO, THEY WILL CHARGE YOU FOR PARTS AND LABOR AND NOT REPLACE THEM.

  Business response

  08/04/2024

  The management team at Honda of Aventura is regretful that **************************** had the experience which he described.  While reference to fraud was made in his complaint, we can assure that what occurred was human oversight and error on the part of the service technician who was responsible to perform the battery replacement.  We take these matters very seriously; an internal investigation was conducted, as well as disciplinary action taken towards the individual who failed to perform his duties.  We are sorry that Customer Brillembourg felt as if he was not given adequate attention after the mishap, however the service department manager was well aware and involved in the resolution from the moment the service advisor received the customer with the problematic situation.  On July 27th, **************************** was given a full refund for the charges of parts and labor related to the battery replacement ($239.31) for the major inconvenience that he incurred, and the work was performed thoroughly on that date.  We understand the frustration **************************** rightfully felt, and the service department staff took ownership of the matter and attempted to rectify and offer appropriate appeasement in providing a full refund for that job.  Nonetheless, the management team has also agreed to satisfy ******************************** desired resolution of giving him a credit of $289 for future service on his 2016 Honda CRV.  Customer Brillembourg was contacted via telephone by the service department manager on Friday August 2nd, in which the conversation included being advised that he had a monetary credit for future use.  Again, Honda of Aventura is regretful that any customer should have such an experience, and we extend our sincere apology to ****************************. 

  Customer response

  08/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday, June 20, 2024, I went to the Honda of Aventura seeking to purchase a white Honda HRV EX model they had on their list of used cars. I spent many hours that day getting all the details and providing the necessary financial information. I even initialed a paper given by the company that I was coming the day after to finalize the transaction for the white Honda . On Friday, June 21st, and after three plus hours, the salesman tells me I cannot purchase the white Honda because it had a recall. That is, they waited two days of my time to tell me I cannot purchase the car I went there to purchase, unless I buy an extended warranty of approx $2,000 or that I could purchase another certified Honda, a year newer and ****** less mileage, but for approx $2,000 more. After so much time wasted and needing to trade-In my cars and buy another before my trip, I ended purchasing a car of a color that I truly dislike because I felt tricked to buy it and after wasting so much time in the dealership. I considered this to be a bad misleading business practice that the dealer do not inform the customer right away that the certified car she wants is not available because of the recall and that they do not have another one in the same color. That's what they were supposed to do, rather than keeping me two days making me believe I was going to purchase what I wanted. All I want is to exchange the car purchased for same car or any other subcompact in white, with sunroof, similar mileage and certified. Thank you.

  Business response

  07/09/2024

  Mid-way through the sale/purchase process, it came to the attention of the Sales Manager that the *** that *********************** came to ********************** to inquire about purchasing had what is called a "Stop Sale".  This is an open recall for a repair that can cause safety issue or mechanical breakdown of the vehicle.  We are regretful that the "Stop Sale" designation was not known to the Sales Manager prior to spending time with Customer ******* in negotiations for her to purchase the white ***.  This was due to a breakdown in our internal communication process, not intentional misleading.  Other vehicle options were presented to Customer *******, and she completed the purchase of an alternate 2022 Certified Honda ***.  ************** staff at Honda of Aventura became aware of Customer ********* dissatisfaction upon receiving this complaint with the BBB.  On June 28th, The General Manager (********************) contacted her immediately to express his sincere apology for the inconvenient situation that occurred, and offered to immediately remedy the matter and provide appeasement.  He invited her to come back to the dealership and return the Certified *** that she purchased in exchange for another vehicle that met her wants (provided we had a vehicle with all of the specifications available for sale, or a complete reversal of the transaction (returning both of her Trade In vehicles to her) with no financial implications to her.  Customer ******* verbally declined either offer presented to her by ********************.  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ** stopped to working, I Took my car to the dealer Honda Aventura on Aug-2022.They Charged me $248,72 only for diagnostic, Also they wanted to charge me $1,140,00 to fix my **.Around June 2023, after received a honda letter saying the ** was under warranty, I back again to the Honda Aventura, they said I need a compressor and I need to pay to fix my car.in Feb 2024, I took my car to the Honda ************* because I moved and It is near of my house now, They fixed my ** with zero cost, because they said my car was under extended warranty, I had no ** in my car for almost 2 years, because of the irresponsibility and lack of reliability in Honda Aventura, I took my car there twice, all they care is about money, they are thieves, My car was under warranty, they could fix and they did not,I want my fully refund that I paid for diagnostic to check my **.

  Business response

  02/28/2024

  Customer ******* Dos ****** brought her ********************* Civic to our ****************** on August 19, 2022 for a ****************** and Filter Change.  She reported a concern that her A/C was blowing hot air.  The complaint was diagnosed and repair suggested, however the customer declined repairing the A/C because her vehicle was out of Warranty coverage and the cost would need to be covered by her. 

  11 months later, American Honda Motors put out a Warranty Extension in July 2023..  Letters were sent out (directly from American Honda Motors) to all customers with vehicles that qualified for the Warranty Extension, that would cover that specific repair under this extension.  That letter also provided information on where to submit a reimbursement request if they had previously paid for diagnostic or repair fees , prior to the Warranty Extension release.  The diagnosing facility / repair facility is not liable to return fees to the customer; American **************** Motors handles that directly with the customer and the instructions on how to request reimbursement is stated on that letter.   

  8 months after receiving that Warranty Extension letter, Ms. **************** had her A/C repaired under the Warranty Extension at no charge to her (not at Honda of Aventura).  She has repeatedly called and spoken with the ****************** Manager in this regard, asking for reimbursement of her charges on August 19, 2022.  He has explained the process to follow in order to be reimbursed for the Diagnostic charges she paid. Ms. **************** not only has involved the BBB, but has also written 2 separate ****** reviews of a negative nature over this matter.  Also, as evidenced on the Repair Order attached, Customer **************** was not charged $248.72 for Diagnostic of her A/C; part of that bill was a ****************** and Filter change requested by the customer (in the amount of  $69.95 plus taxes and shop fees).

  We make all attempts to communicate effectively with our customers, and provide quality service to all who service and maintain their vehicles at Honda of Aventura.  We are regretful that Ms. **************** feels poorly about her experience at Honda of Aventura. 

   

  Customer response

  02/28/2024

   
  Complaint: 21315787
  
  I am rejecting this response because: The manager **** only called me to request to remove the ****** review because they were worried with them reputation, they never care about what really matters, The Honda Aventura management should provide a training to them employees to improve their services instead get worried with a ****** review.

  I paid for the A/C diagnostic and the OIL change was for free because my car was under warranty.

  I still requesting my refund, Honda Aventura is the worst dealer ever, I will never get back there, all the customers must know that the services there are not honest.
  
  Sincerely,
  
  ******* Dos ******

  Business response

  03/11/2024

  We are sorry that Ms. **************** is unsatisfied with the explanation provided to her, both verbally and in writing.  Honda of Aventura in no way acted irresponsibly or deceitful.  Unfortunately at the time of her visit, her vehicle was out of warranty limits and no extension to that warranty had been put out by the manufacturer.  Honda of Aventura makes contact with all customers after their Service visit, and attempts to provide resolution to any issues that are cause for dissatisfaction.  We hope Ms. **************** follows the instructions provided to her by American Honda Motors, regarding claiming a reimbursement for the diagnostic fees she incurred.  

  Customer response

  03/12/2024

   
  Complaint: 21315787
  
  I am rejecting this response because: I went to Honda Aventura with a Recall letter, and they denied fixing my car.

  They sent me back home without check my car.
  
  Sincerely,
  
  ******* Dos ******

  Business response

  03/15/2024

  We are sorry to hear that Ms. **************** has rejected the previous responses provided.  The vehicle was brought into Honda of Aventura by Ms. **************** on August 19, 2022 with no active warranty, other than the remaining Powertrain Warranty that expires on 05/29/2024.  There was no Warranty Extension released by American Honda Motors until July 2023, that would cover her A/C repair under warranty.  There has never been an active Maintenance Plan or Warranty that would cover free or pre-paid Oil Changes on this vehicle.  Honda of Aventura would never deny addressing or repairing a vehicle with a Recall, active Warranty, or Warranty Extension, and certainly did not in this case.  The Repair Order from August 19, 2022 is attached to this complaint strand, showing the itemization for both the A/C diagnostic and the Oil Change.  We hope Ms. **************** follows the information provided on the Warranty Extension letter that she received back in July 2023, in order to receive the reimbursement that she is entitled to for the diagnostic fees directly from American Honda Motors, as is the process that should be followed in this instance.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **************************** po*t a 2022 Honda Pa**port for *ale, *tock number NB003915, VIN ***************** at the dealer price of $29,490.I received an email Wed* May 11 2022 from Honda Aventura, Jo*lin * ****** ******************** Manager that the aforementioned vehicle wa* avialable for $29,490.On May 11 2022 I called ************** with Honda Aventura at ************, confirmed the availability of the 2022 Pa**port and the price of $29,490, then upon arranging for payment ************** indicate the price of the vehicle wa* $39,490, not $29,490.

  Business response

  06/07/2022

  We sincerely apologize for the miscommunication and misinformation that occurred in this instance. All vehicle information is manually entered by a human being into our computer system, and our website automatically pulls that data up on to our webpage.  As was explained to customer *****, human error occurred when the price was entered and led to the incorrect price appearing on our website.  It was at the time when the customer expressed interest in purchasing the vehicle to **************, that the pricing error was discovered.  All same model vehicles show priced correctly, except for that one unit affected by the data input error.  Honda of Aventura does not engage in deceptive pricing tactics, and is regretful that this mishap occurred.  If need be, we are prepared to show a history of prices posted on the same automobile for the record.  Honda of Aventura will not be selling said vehicle for $29,490.  

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Took my car in for a new battery. The battery was replaced, I received a receipt with an "inspection checklist" that was "satisfactory" (175). When I got into the vehicle it was idling and the check engine light was illuminated. I told the Service Manager and the technicians and they took the vehicle back into the garage. When they returned the vehicle, it had stopped idling according to the service manager and started "jumping". After seeing my distress and alarm, he said the parts probably wont be in stock and I should leave the car until Monday and go home in an Uber. Parts for what? The "inspection checklist" passed with flying colors! The disregard for my Safety was reckless on their behalf. The drive home was horrendous! I learned from an out-of-state Honda Dealership that idling is common when changing the battery and is a 5 minute reset they should have known about. They should have never let me drive home with a check engine light and the car "jumping".

  Business response

  08/31/2021

  Contact Name and Title: *****************************-Serv. Mgr
  Contact Phone: ************
  Contact Email: **************************************
  The customer came in for service on her 1998 Accord and the engine idle speed was slowly surging up and down as she was waiting to be seen by the Service advisor. The ****** and service advisor inquired about the issue with the idle surging up and down. I witnessed this as I was standing 5-6 feet in front of the vehicle when it was moved forward. The customer noted that the issue only started after the vehicle was jump started earlier by AAA and only wanted to replace the battery. The advisor states that he advised the customer that it was not a battery issue, but he noted that the customer did not respond.
  
  The battery replacement was completed by the express technician, which checked all of the fluids, the filters, brakes and tires and noted that everything was in good condition.
  Once the battery replacement was done the vehicle was parked and paperwork was provided to the service advisor for delivery.
  
  As the customer received the vehicle back, she noted that the check engine light was now on and it was still having a idle surge concern.
  
  The customer called me over and I requested the customer to give me a moment to get the vehicle back in to the shop to verify what was going on. I advised the customer that the light was most likely due to the idle surge concern, but we would let her know.
  
  As I moved the vehicle, the idle surge changed and started "jumping" at a faster pace. Once the vehicle was back into the shop for a computer diagnostic. The technician was able to retrieve a diagnostic trouble code of P0505 (IDLE SPEED AIR CONTROL). The technician noted that he attempted to clear the code and reset the system, but the light came back immediately.
  I approached the customer as she was standing at the garage door and advised her that the check engine light had to do with the same idle surge that the vehicle came in with. I asked the customer if she had anyone that could pick her up as we currently had no loaner vehicles available. The customer noted that she could get an UBER but wanted to know when would she get the car back. I advised the customer that the idle speed is controlled by several sensors and that we would need time to diagnose what parts would be needed. Advising that it probably would not be until Monday as we were not open on Sunday. I also advised her that due to the age of the vehicle that we would most likely not have the parts in stock. The customer inquired if she could drive the vehicle and I advised her that the surge had changed to faster paced "jumping". I advised the customer to leave the vehicle as I was not sure how the idle would progress and did not want the car to shut off. The customer insisted that she wanted to take the vehicle. I advised the customer to leave the vehicle a second time and the customer noted that she made it to the dealer with it that way and saw no reason she could not make it home.
  
  It is apparent that the express technician should have inquired about the idle surge concern, but failed to do so. As such, the dealer is willing to diagnose the customer's concern without any additional charge and will advise the customer the charges for the parts to repair the vehicle and advise of parts availability. The dealer will assume the labor charges as a gesture of "goodwill" assistance.
  
  If the customer would like to proceed then I can be reached at ************.
  
  Best Regards,
  
  *****************************
  Service Manager
  Honda of Aventura
  

  Customer response

  09/01/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  ****, who never even called me back after he said he would but had the time to invent a story for the BBB creating a version of events that were not at all true. Again mentioning parts and labor when non are needed. Since I was left to idle, like my car, I used the internet and reset the idle on my own in 5min. Apparently, the idling is common when replacing a battery on certain Honda models. It is also something the Honda dealership in *********** confirmed. Not to mention there were no notes on any piece of paper they gave me and he never called me back. Why would I entrust my vehicle to a dealership who is clearly non responsive and dishonest. My car is running perfectly now that 5min idle reset has been accomplished. This dealership is uninterested in its customers and are only looking to make a quick buck!

  Business response

  03/23/2024

  We are sorry customer ****** had an unpleasant experience with her vehicle in 2021, and the matter was not resolved to her satisfaction on the date of her visit to our Service Department.  As mentioned in the original "business response to her complaint", the Service Advisor 'advised her that it was not a battery issue'. The customer wanted a new battery installed, so it was replaced.  Being as the idle concern was not corrected with a new battery installation, and it continued to display idling/jumping--she was advised to leave the vehicle at the dealership for further diagnosing.  She declined.  The customers desired settlement was offered to her in the response to her original complaint, but she did not accept (rather referenced correcting it herself with information obtained on the internet and from a Honda dealership in ***********).  There was an offer of diagnosing at no additional charge, and Honda of Aventura would assume labor charges as a good will gesture when any repairs necessary were performed.  This offer was not accepted.  It is our goal to provide quality service to all of our customers, and are regretful this customer was not satisfied with the service and communications that she received.

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