ComplaintsforHonda of Ocala

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My vehicle was paid refinanced and the *** portion of my vehicle was due to be refunded for the unused portion. I contacted the *** administrator (Sidecars) who confirmed the *** and indicated the cancellation/refund had to be completed by the dealership. I reached out to the dealership and received a response on April 29 2024 that this process was completed. I reached out again on June 6 asking for update, no reply. Attempted again to contact the finance manager and General manager on July 15, no reply. 3 months have passed and there has been no *** refund, nor has there been any communication from HONDA. The vehicle was only under the loan with that *** policy for 1 year. Satisfaction of the loan was provided to ********************* to which he replied it was completed.

  Business response

  07/31/2024

  Customer's Gap cancelation has been processed and refund is being sent out on 8-1-24. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They sold me a certified preowned vehicle with nails in the tires without my knowledge. I went to one of the dealerships in their network, and the mechanic confirmed that these nails were in the tires prior to my purchase due to the age of the nails (rust). I reached out to my sales person, **** who referred me to ****** and ******* to get a PO number to pay for a replacement tire. No one ever provided a PO number no one ever returned calls. I got hung up on sent to voicemail and passed around like a sloppy w**** It's a shame that I spent tens of thousands of dollars on my car and they don't even have the decency to cover a repair that's only a few hundred dollars.

  Business response

  08/06/2024

  Customer was reimbursed for all tire replacement and tire repairs.

  Customer response

  08/06/2024

   
  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

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been coming to honda of ocala since moving from ***** in 2021. The staff is kind BUT it seems that there is a big disconnect in communication within their departments. I received a recall notice for my fuel pump, called to schedule an appointment and was re-directed to hondas call center. The young lady i spoke to assured me honda of ocala would contact me to schedule the appointment and get parts. I let a week pass with no phone call. On 7/8 i decided to just go to the dealership to schedule the appointment because they may have been busy, which is understandable. I am greeted and helped by ****, who called the parts department infront of me just to confirm we could move forward with scheduling the appt for 7/10 to get it done and over with as i am a full time employee, student and mother. He assures me that im good to go for 7/10 at 7 am. So i come in for my appointment, the dealership was already packed and i was told the appointment could NOT be done because they didnt have the part. An advisor told me they were only fixing recalled cars for clients that were actually having issues. Like maam, this is my FUEL pump we are talking about here. Should i just ignore it until it becomes an issue so that i have to pay for it out of pocket? Get real. I leave, get home. I got a call from Honda of Ocala shortly after saying i can bring the car in because management will release access to one for me. POOR leadership and SHADY practices.

  Business response

  08/06/2024

  Parts for this recall were on national backorder at the time of original complaint. ***************************** my Fixed Operations Director reached out to our Honda Rep and was able to special order the part for replacement and part was installed on 7/10/24. 

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 3rd, 2023, I did a Bank Financed purchase of a 2013 Honda Accord. From the initial purchase, I have had major issues with the 2013 Honda Accord as stated below. In an attempt to get the needed repairs completed, I have spoken with several manager tiers at the local and corporate levels without resolution. I am reaching out to you in desperate need to get the repairs completed at dealer expense due to discovery during the dealer warranty period and their prior knowledge of issues prior to sale.First issue: Failed Engine (After the check engine at the Honda dealership in Ocala. I was told to bring the car in a week to replace a sensor issue.) Upon leaving the dealership check engine light proceeds to come on. The car started slowing down to come to a complete stop on the interstate from Ocala to ***********. Second issue: The sterling wheel sensor causes the sensor to lock up while driving multiple times. Third issue: The Cadillac converter needs to be replaced. Please advise what else I need to do at this point to facilitate your assistance. I thank you in advance for your time and attention to this matter! Sincerely, ***********************

  Business response

  05/02/2024

  Vehicle was sold and delivered on 6/3/2023 with ***** miles. ************ visit was on 10/12/2023 where customer paid $1133.32 the remainder of the $4478.99 bill was covered by extended warranty. Upon next visit on 11/3/2023 vehicle had ****** miles the entire bill for a new steering rack was covered entirely by the extended warranty. Since this visit the vehicle has not been back to Honda of Ocala nor have, we diagnosed a concern with the converter. With the total amount of customer payment being a small portion of non-covered parts from warranty I do not see justification in resolution requested and would not be able to refund any money.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter's 2022 Honda passport had suspension issues, She brought the vehicle into the service department 8 times, on the 7th time, she was told to purchase 2 tires to resolve the issue. she paid approx $900 for 2 tires. This did not fix the issue, struts needed to be replaced. She is a single mother and I am ******* Combat Veteran, I helped pay for the tires, we want our money back for the tires as this did not fix the problem.

  Business response

  04/05/2024

  As per customer request a refund was issued on 3/18/24. Complaint has been closed and resolved.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My transmission went out in my 2017 Dodge Grand Caravan. It was under warranty with 73,000 miles. They replaced the transmission with a refurbished unit. During test drive, it failed. It was rolling backwards while in drive. They replaced it with a new transmission. During test drive, it failed again. Jerking the van. They kept my van for 4 months. They told me it was fixed. I went to test drive it a 3rd time and it was still jerking. It was fixed again they said, It failed during the test drive. They told me it was fixed and that I needed to come take it home. I asked the service manager to ride along with my family and he said this is not fixed. After 4 months, 2 transmissions and 5 test drives, they told me that it they can not fix it and agreed to pay me $14,000 for my van. I did not want to sell my van. I only wanted it fixed. I just got a notification on my phone that my van just passed all necessary emmisions inspection. My van will now be resold by Honda for 18,000-22,000. During this time, my mother in law who lived with us was in Hospice and then passed away. We had to borrow a friends vehicle to get to the funeral in Missouri. They created an enormous amount of stress over this 4 months and now I find out that it is being prepped to sell when they told me it could not be fixed. I want the difference in the sale price. I have months worth of emails between the General Manager Justin S*** and the Service Manager Charles B******. I feel that they lied to me repeatedly so that they could turn around and use my van to make a profit. If I were selling it by choice, it would have been no less than $19,000. Again, my van was paid off. They told me that it could not be fixed and offered me $`14,000. All emails between Honda of Ocala and myself are available. I will pursue a resolution this route first. Florida Department of Agriculture Consumer Services next, then all leadership staff of the Morgan Auto Group.

  Business response

  08/14/2023

  Customer purchased vehicle on 11/18/2018 with a lifetime warranty that was provided. Vehicle was towed into service on 1/12/2023 with transmission issues customer was given a loaner vehicle at no charge to them while repairs were completed. After replacing transmission covered by warranty on 2 attempts with refurbished transmissions customer was offered $12,500 on 3/06/2023 to buy back the vehicle to relieve any further stress of repairing vehicle. Awaiting final inspection of last repair customer offered to sell vehicle for $14,000 on 3/30/2023 if final test drive was not satisfactory on 4/01/2023. After test drive customer was not satisfied with repairs and I agreed to purchase vehicle for $14,000. We purchased vehicle from customer for the agreed upon price of $14,000 wholesaled at an auction without further repair. We have not again inspected vehicle or offered for sale said vehicle and will not be willing to compensate customer any further.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 3 I purchased a vehicle from Honda of Ocala and was made to take their extra insurance out on the vehicle. After having it a week the check engine light came on a three a cylinder 3 misfire I thought I could fix the problem myself I went out and bought a new coil pack and plugs for the car. No more than a two weeks later it did it again so when I took it to them they gave me a loaner car the next day they called me and told me it was going to cost me an additional $4500 out of pocket to fix the problem I put my last $4000 down on the car. They told me that anything goes wrong with the car that I would have to pay an $250 deductible which I don't have a problem paying but they want me to come out of pocket for $4500 which I don't have. Plus I got the vehicle financed and now they are going to mess my credit up even more cause I can't afford to get it fixed. I tried talking to them but I get better answers talking to a wall. I love the car and want them to fix the issues with it by me paying the $250 deductible and that is it not $4500.

  Business response

  01/09/2023

  parts have been ordered to complete warranty repair. Overage that was not paid by warranty company will be paid by Honda of Ocala as a onetime goodwill leaving the customer with a $250 deductible. I have spoken to *********************, and she is satisfied.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a vehicle from Honda of Ocala in 2016 with a ****** mile warranty. We have had issue after issue with the vehicle. Transmission went out and after many bogus diagnoses and fighting to get the repairs covered under the warranty. Honda finally agreed. I had to threaten to file a complaint with the attorney general.Had to get the transmission serviced twice. Was told there was nothing wpfurther wrong, I insisted that the vehicle was not running right and maybe it was the motor I was told everything was fine,Several months go by and now the van is misfiring. We attempted to fix the issue and after not being able to and researching online we found out that we have a common problem with the 3.6 L Chrysler engine. There have been class action lawsuits and motors have been replaced but only for 2011-2014 town and country's. Being that we have a 2015 and the problem still exists Chrysler won't help. The vehicle is still under the original ****** mile warranty.Honda of Ocala states once again that the warranty won't cover anything because we did outer own oil changes. I remind them that we have already been through this and I would like to avoid the stress and just get my vehicle repaired. At that time I am given the name ********************* and told he is the ** and he can help. ************ tells me that any complaint I file would be against the warranty company and not with Honda. He offers to put us in another vehicle and trade the van for what we owe on it. He said I need to go online and fill out the application. I did so within the hour. Days go by and I don't hear anything. At this time I begin calling to which ************ is conveniently never available and also never returns my calls. It has been over a month with no word from ************ and no resolution. All I am asking is that Honda of Ocala honor their word and repair my vehicle.

  Customer response

  12/20/2022

  Still have not been contacted by Honda of Ocala. They are refusing to honor the warranty that they sold me the vehicle with which was 20 years or ****** miles. ***** they refused to repair the vehicle we told them we would accept swapping into another vehicle and after I filled out the credit application, Honda of Ocala still has not contacted me. They clearly don't care about their customers. Every repair I have ever had done there has been a fight to get completed or properly diagnosed. All I am asking is that they honor their word and repair my vehicle. I have all the maintenance records for the vehicle and this issue with the vehicle is not something caused by improper maintenance. They have not contacted me and they have not responded to my complaint with the BBB.

  Business response

  01/09/2023

  credit will not allow trade of current vehicle. I have offered to pay for all labor performed to install new engine as a onetime goodwill if customer pays for parts. ******************* is understanding and plans to come in after tax season to get repairs completed.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Around the beginning of March of this year I went to Honda of Ocala to buy my first car. I had all my savings to buy a reliable car for my children and they knew this. They showed me this car that was in my price range and said there was extensive check on the car and everything looked good. I dropped $8,000 of my savings that day and little did I know the car was a lemon. I tried calling and going in to speak to the sales manager and never saw him or got a call back. Within the Very first month mechanical issues, and even though I had a warranty I paid over 1,000 in repairs, the sales manager still refused to see me. I'm in their car rental for months before I get my car back and again car troubles. Later I find out from the sales team the sales manager was fired because of selling bad cars they put a seal of approval on knowing it wasn't fit for resell. No one contacted me to rectify the issue which was plainly a crook move. They call to trade later and I traded on a car that again newer car year not a lot of miles and after not even a month I'm in the dealer car shop again with no car, while making Bill payments and car payments. They need to answer for their lies and deceit.

  Business response

  12/05/2022

  Business Response /* (1000, 5, 2022/08/31) */ WE REPLACED COIL ON VEHICLE AND CUSTOMER PICKED UP 8-31 WITH NO ISSUES. CASE IS REFF TO PREV VEHICLE SHE PURCHASED THAT HAD MANY ISSUES WHICH WE TRADED CUSTOMER OUT OF ON 7-4-22. I ASSURED HER THAT WE STAND BEHIND OUR VEHICLES AND WILL BE HERE TO HELP HER IN THE FUTURE. Consumer Response /* (3000, 11, 2022/09/27) */ This business which has dealt very trifling to myself and others that I am seeing complaining about the same issue, is angry because I put in a complaint before this one with BBB about their dealings. Due to them being unprofessional and apparently not being monitored by a responsible manager they are doing whatever it is that they feel like doing even if it is wrong. The car that they just traded me into was breaking down a couple weeks after I left that place, because I had just bought it and this was supposedly to rectify their extreme wrongs of the initial purchase, and the car still had issues after trading I was not being charged for them fixing the issue they should've fixed in the first place. That was literally a month ago. And now today, since they are being petty and unprofessional yet again they send me a email saying my car is ready, even though there is no car in their shop that is mine, and an invoice of $500. I am not paying for something that they already told me I wasn't responsible for, they did not charge me there was no invoice or receipts of it so where did they pull this out of I do not know but it's all deceitful. This unlawful charge needs to be removed immediately. Billing adjustment Business Response /* (4000, 16, 2022/11/08) */ Customer was never charged for repairs she only received an invoice from the sublet work we had done to her vehicle at ************* when the ticket closed which was paid for by Honda of Ocala as a onetime goodwill. I have spoken to Ms.****** today and she has agreed to sell back the vehicle for her payoff amount less her cancelation from warranty and she walks away owing nothing. She completed her paperwork as of 11-8-2022 @ 11:30 Customer is satisfied.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Dodge Charger about a month and the radio isn't working at all, it started off cutting in and off and now it's been over a week with no music, also the door panels are coming apart from the passenger and driver side window as well as by the gear shift and the tint in the back window is is a mess. I asked could they fix it and the response was no!

  Business response

  09/15/2022

  Business Response /* (1000, 8, 2022/08/24) */ SPOKE WITH CUSTOMER AND SHE IS BRINGING VEHICLE IN TOMORROW 8-25 SO WE CAN REPAIR THE MINOR ISSUES THAT NEED RESOLVED BEING THE TRIM NEEDED GLUED BACK DOWN ON DOOR PANEL AND RADIO SHORTING OUT.

*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. ↩