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:03/28/2025

  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.

  I bought a brand new 2025 Honda HRV in January of this year and I have been having problems with it. I have taken it to there shop to fix already three times and it's about to be for the fourth time and it's still not fixed. They told me that I have to have the the same problem three times and then they maybe I can talk to the store owner

  Business Response

  Date: 04/11/2025

  As of the time of the original complaint, the customer had brought in the vehicle twice with different complaints on the window. Since that time, she has apparently made a Lemon Law claim with Honda corporate and they have now requested her records. The store is waiting for Honda's direction which will likely be a repair attempt that includes their Field Tech **** The custeomer only has two documented visits at Holler Honda, so unless shes been elsewhere there will need to be another repair attempt to qualify for possible Lemon Law relief.

   

  *****

  
  

• 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.

  I buy *his car bran new 2019 I pay ******** in 2020, car has an elec*rical problem whi* *he dash elec*ric display whi* is *he naviga*ion sys*em, DVD, radio rear camera al gas e*c. *he problem un*il now exis*s in fac* *he car is on *he dealer, and I have a car *he dealer for many mon*hs, *he dealer now abou* *his problem since day one, *he said leave *he car , and *hey don * fixed since like guessing we are *ired abou* *he si*ua*ion i can even sold *he car like *ha* , we save many years *o have a decen* car , for my *wo kids pleas help us

  Business Response

  Date: 02/05/2025

  The customer has had a number of DIFFERENT problems with his car's audio system. Many were covered under warranty, but the most recent problems are distinct and unrelated to the prior problems and are thus not covered under warranty. In an effort to ensure the highest level of attention on these issues for the customer, the store has called in their area *** to reveiw the situation and have also scheduled an appointment with the area technical supervisor with the most knowledge concerning this issue to visit the store an tackle the problem at his earliest availability, February 18. The customer has been advised of these developments and asked to return his loaner car and return his car to the service facility on the 18th. 

   

  Many thanks. 

  *****

• Initial Complaint

  Date:11/20/2024

  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.

  On the October ******* I had purchased the vehicle. But I have yet to received the Title, registration or tags . Which the temporary expired on Oct 21st. I have been in contact with them ,but they don't give me a straight answered I am very disappointed with them

  Customer Answer

  Date: 12/05/2024

  *****,

  As of today you can close out this complaint. I have received the documents from Holler Honda. Thanks for your help with this matter.

  
  

  ***** Moscato 
  
  

• Initial Complaint

  Date:08/30/2024

  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 brought my vehicle for repairs because my air conditioner in my car was not working. They claimed they fix it and the air conditioner still did not work. I brought the vehicle back to get the air conditioner fixed and they notified me that they needed more parts and more repairs to get it fixed. They charged me again and the air conditioner still does not work. I asked for a full refund and they refuse to give me a refund and the air conditioner in my car is still not working and they refuse to fix it also.

  Business Response

  Date: 09/09/2024

  Tell us why here   Our general manager personally spoke to this customer when he brought his car in.The customer stated he was not happy about his A/C repair. The general manager went to his vehicle with him and turned the A/C on full blast. The A/C was blowing cold and Mr. ***** stated it is not as cold as it used to be. He relayed that he brought the vehicle in a few months prior with an A/C problem and the store did a recharge of the system and the freon. Mr. ***** stated he was happy with those results and the A/C was working great until it went out again recently. When looking at the ** history, you can see that the store added dye at the time of the recharge to find any possible leaks. There was no evidence of a leak at that time and the A/C was blowing cold when the vehicle left.
  
  When Mr. ***** returned on this recent visit, the store was able to determine that the compressor was now not working properly and that the air mix motor was also getting stuck. The store recommended these newly-arising repairs which ******** agreed to. The general manager had a master tech personally check the A/C with the customer. The master tech used an air temperature device to check the A/C as it was blowing full blast and we determined the system came down to 65 degrees when it should go down closer to 60 degrees. The general manager spoke with Mr. ***** and offered  that if he wanted to leave the vehicle, the store could double check everything then or if he wanted to return the car another day. Mr. ***** stated he would let  the general manager know if he wanted to bring it back in, he would contact the general manager to bring the vehicle back in the following week. The store never heard back from Mr. ****** instead,he filed this BBB complaint.
  
    As shown in the repair orders for his two separate repairs, the original A/C repair and replacement of the purge valve was for an unrelated issue. It is blatantly untrue that the store refused to fix his vehicle after his second visit; the store offered to work on it same day or the next week at Mr. ****** preference. The general manager provided his personal business card and let Mr. ***** know when he was here that he could call or email the general manager directly to make arrangements to bring the vehicle back in if he wanted to. Mr. ***** made a decision not to follow up.
  
  At this point, there is nothing further to provide for Mr. ****** He has refused the offer of further diagnosis and repair and thus there is nothing more the store has to offer him.
  
  Thank you...

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22220227
  
  I am rejecting this response because:
  
  This business is miss leading and does not make repairs adequately and goes to great extent to hide the facts to profit from it. The business will make and recommend unnecessary repairs and charges for unnecessary repairs. To state some facts at the issue on:

  5 February 2024

  Vehicle mileage 83,433

  I take the vehicle in for repair and notify the technician that the ** was not working and was blowing warm air. They claim to have ran diagnostic on the ** and did not find any issues with it. The freon just needed to be charged and they inserted a dye in the event the same issue happened again, to detect possible leaks. Total cost $209.95 plus taxes and additional fees. This temporarily fixed the problem until the ** stopped working again and started blowing warm air.

  On the same visit I inform the technician that I was getting the check fuel cap message. The technician informed me that the fuel cap needs to be replaced. The fuel cap was replaced. Total cost $67.00 plus taxes and additional fees. This did not fix the problem and I continued to get the check fuel cap message. 

  28 August 2024

  Vehicle mileage 87,239

  6 months and ***** miles later

  I return with the vehicle back to notify them that the ** once again was not working and was blowing warm air. The technician informed me that they found a leak based on the dye they had inserted on 5 February 2024. The technician also informed me that to properly fix the air conditioner I had to change the compressor, the condenser, the air mix motor, the ** power relay assembly, and several O-rings. I questioned the technician how is it possible that all of the sudden all these parts are broken and that I wanted to see the diagnostic test results from 5 February 2024 as well as from 28 August 2024 and pictures from where they claim the dye is leaking? The technician refused to share this information with me and said they do not show this to the customers. I proceeded with the repairs to the ** with the expectation that the ** would be in perfect working condition. Total cost $1,512.49 plus taxes and additional fees.

  When the car was returned to me the ** still did not work properly as it was blowing lightly cold air in a high power setting. I informed the technician and he immediately dismissed my concern and told me the ** worked fine. He drove the car around the building and after 30 minutes the ** slightly cooled down in lower power setting but immediately warmed up in higher power settings. He informed me that's how it supposed to work and that there is noting else to do here because the job is completed.

  At this time I informed him of a potentially stolen item from my car and he quickly denied it and told me that I was making things up. I asked to get the service manager involved and the service manager told me he did not know anything and that noting was potentially stolen from the vehicle that I was making up things. I informed him to check the cameras and he flat out told me know that I signed a document stating they are not responsible for lost or stolen items. Since the business was not operating and they were blaming me of fabricating things I proceeded to contact the ******************************. A deputy arrived and it is here where we got the general manager involved. They pulled the cameras and quickly identified when the vehicle arrived the item was indeed in the vehicle and that it went missing at there location when they where in possession of the vehicle, unfortunately at this time they could not get a hold of the personal who worked on the vehicle to get questioned about the potential stolen item. An event number was created by the deputy at this time. 

  I brought up the issue of the ** not working to the general manager. When the technician worked on the ** he stated that the system was blowing at 45 degrees Fahrenheit. When the technician and the general manager both measured the temperature the lowest it would blow to was 65 degrees Fahrenheit and they claimed it should be closer to 60 degrees Fahrenheit. This is also acknowledged in the response. I also asked to see the Honda maintenance manual to determine that should be the correct temperature since they keep claiming that is an approximate temperature that they use, but they would not show me the Honda maintenance manual. This clearly demonstrates that they did not fix the ** as they informed me they would do by replacing these parts and charging me $1,512.49 plus taxes and additional fees. I drove the car home in traffic that day for approximately 45 minutes and at no time the the ** work properly as a matter of fact the ** stopped working completely and start blowing warm air again.

  Why should I have to continue to go to this business and keep running diagnostic on the vehicle since the initial diagnostic was incorrect and the repairs they made did not fix the **. Let's make it clear I specifically informed them the ** was not working and was blowing warm air. The expectation was that when they ran the diagnostics fixed the ** and charged me $1,512.49 that the ** would be in perfect working condition. I did not pay this amount of money to then run further diagnostics and have the work that was supposed to be done correctly have to be double checked. 

  I also informed them that the problem with the check fuel cap message did not go away and that I already unnecessarily spent $67.00 plus taxes and additional fees. At this point now they maid additional test, replaced a different part and fixed the issue. It is clear that the initial fix on 5 February 2024 was just a scheme to claim they would fix the message make some money and have me return to then run additional diagnostic and find a different problem to boost there profits. 

  You want to know why here? well because you have grossly charged me for repairs that I did not need in order to fix my ** and initially to fix the check fuel cap message. As of today my ** does not work at all. I am entitled to a full refund so I can go to a different business and get my ** properly fixed. 

  I was very clear my ** was not working and it was blowing warm air I agreed to these repairs with the understanding that my ** would be fixed. It was not fixed even my your admission on the temperature it should be at. 

  Not only this but your staff dismissed my concerns all together, falsely accused me of fabricating missing items from the vehicle and my ** is still not working. So I am entitled to a full refund for these unnecessary repairs you claimed would fix my ** but they ** never got fixed.

   

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

  Business Response

  Date: 10/03/2024

  There is nothing more ot add from our original response. Unlike what Mr. ***** asserts here, no one misled him. He is simply unhappy that he had to pay for the repairs. We have repeatedly offered to provide furhter disgnosis and analysis of his car, but he has steadfstly refused. There is nothing furhter we can offer him at this point. 

   

  *****

  Customer Answer

  Date: 10/09/2024

  
  Complaint: 22220227
  
  I am rejecting this response because:

   

  I did not pay this amount of money to have my car get diagnosed for a 3rd time. I stated the facts and it is very simple. I paid to get my air conditioner fixed. The air conditioner did not get fixed and by the own admission in the statement it was not blowing air conditioning at the temperature it should have. This is not what I agreed to and this is not what I paid for. This is a clear case of being mislead, I would have never elected to make all these repairs if my air conditioner would not be fixed. Yes I am extremely unhappy that I had to pay for these alleged repairs that did not take place and that my air conditioner did not get fixed. In fact you can offer to refund me my full amount for my air conditioner repair as well as the fuel cap repair that was not needed or I will be filing a claim at the ************************* for reimbursement and damages.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/14/2024

  As has been repeatedly stated, *** ******* car had multiple issues with the A/C system that were repaired as they developed. Unfortunately, while the A/C system was fully functional each time he left the dealership, the repair of one component, now working at full capacity, reveled the weakness of additional components which then failed. The repairs performed at the store were valid repairs at a fair price. If something else has failed, we would have to do another diagnostic (which we have offered for free) to determine what else has now gone bad in the system. If he is not willing to do that, or even reach out to the store (the General Manager gave him his direct number and said *** ***** coudl call him directly), then there is nothing more we can do for *** *****.

   

  *****

  Customer Answer

  Date: 10/20/2024

  In the same way personal property was stolen from my car, as per your own video camera that you refused to show me until I called the Orange County sheriff office and the incident report I had to file, you stole from me in my car repairs and now you are purposely lying on a government website. To make it very clear I brought my car in for a very simple issue and only for one issue related to my air conditioning and the issue was that it was not cooling. I DID NOT and I repeat I DID NOT BRING MY CAR IN FOR SEVERAL ISSUES related to my air conditioning. The service advisor told me and per the paperwork what fixes needed to be done to get the air conditioning fixed. YOU claim the fixes where made but the bottom line is that the fixes where not made because when I picked up my car my air conditioner still did not work. I told you this even before I left with my vehicle and inclusive your service advisor said nothing was wrong even when by your own admission in the earlier response the air conditioner was not cooling to the temperature it should have been cooling to.

   

  I DID NOT UNDER ANY CIRCUMSTANCES PAY TO HAVE MY AIR CONDITIONER NEED MORE DIAGNOSIS, that is not what I wanted and that is not what I agreed to. I AGREED FOR MY AIR CONDITIONER TO BE FIXED AND IT WAS NOT FIXED I REPEAT MY AIR CONDITIONER WAS NOT FIXED.

  inclusive the service advisor has refused to show me the results of all alleged diagnosis previously made.

  You either refund my money for the air conditioner that was NOT fixed and the fuel cap that was NOT needed or I will be filling law suite at the ************************* where you will be served for subpoenas to turn over all documents related to the alleged diagnosis and fixes that where never made and will need to appear in court to refund me my money.

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

  Customer Answer

  Date: 10/24/2024

  We will settle this in court.

• Initial Complaint

  Date:05/29/2024

  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.

  ***********************, service manager, sold me a bad battery 11/2023. The battery quite working after 4 months but he refused to replace it or give me my money back. I spent about 8 hours on the phone with American Honda who confirmed the dealership was responsible for refunding the defective battery. It also says this on page 38 of my battery warranty. However, ******************* continued to refuse. I wasted about 12 hours trying to get the $330 refund. Spoke with American Honda who states the dealership needs to provide the refund for the defective battery but they refuse.

  Business Response

  Date: 05/31/2024

  The customer's complaint is not quite accurate. When they reported the dead battery, the store accepted their statements at face value and told them that if they brought the car, or just the battery, in for testing, if the battery was bad, it would be replaced for free with another battery. They refused. Instead, they went to Autozone and purchased an afternarket battery and then demanded reimbursemnt of the original Honda battery. The store, per direction from the manufacturer, agreed to reimburse the customer for the Autozone battery they chose to buy. The customer refused. 

  So, without the store even being given a chance to test the reported bad battery, the store offered the customer a replacement **************** battery for free if the first battery tested bad. They have now offered reimbursement for the Autozone battery they chose to purchase. The custoemr refused both offers.  There is nothing more to offer them.

  Please close this file with no negative reporting on the dealership. 

   

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

  Executive Manager

  Customer Answer

  Date: 05/31/2024

  I was never offered a refund. I brought the battery in and it was tested. I have a test slip from April which shows the battery was dead. The service manager offered only a phone number for American Honda who states the responsibility is on the dealership to reimburse. The last communication I had with ********************** was 2 weeks ago when he said I dont know why American Honda is saying that. It isnt our problem. Said he would call me back because he was on the phone with American Honda. He never called me back. Spoke with American Honda who provided me with a written note that it was the responsibility of the dealership to provide the reimbursement. ********************** again reiterated this is not how this works. I cant just pay you for a battery you brought elsewhere. So I suggested I could get a refund for the defective battery and he said thats not how warranties work. I again presented last week to ****** Honda with the letter from American Honda in hopes of getting a refund, but ********************* leaves at 4pm and doesnt return my phone calls. No one else can provide a refund. All I want is reimbursement so I certainly never refused this. That is the resolution Im looking for. I have witnesses of when I requested the refund. I have proof of the defective battery tested by this store in April, I have the receipt of the replacement battery, and I have a voicemail from Mr ******** stating he refuses to reimburseme me.  

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21776193
  
  I am rejecting this response because:I was never offered a refund. I brought the battery in and it was tested. I have a test slip from April which shows the battery was dead. The service manager offered only a phone number for American Honda who states the responsibility is on the dealership to reimburse. The last communication I had with ********************** was 2 weeks ago when he said I dont know why American Honda is saying that. It isnt our problem. Said he would call me back because he was on the phone with American Honda. He never called me back. Spoke with American Honda who provided me with a written note that it was the responsibility of the dealership to provide the reimbursement. ********************** again reiterated this is not how this works. I cant just pay you for a battery you brought elsewhere. So I suggested I could get a refund for the defective battery and he said thats not how warranties work. I again presented last week to ****** Honda with the letter from American Honda in hopes of getting a refund, but ********************* leaves at 4pm and doesnt return my phone calls. No one else can provide a refund. All I want is reimbursement so I certainly never refused this. That is the resolution Im looking for. I have witnesses of when I requested the refund. I have proof of the defective battery tested by this store in April, I have the receipt of the replacement battery, and I have a voicemail from Mr ******** stating he refuses to reimburseme me.  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/08/2024

  Customer returned the battery to the dealership for testing on Friday, May 31. It tested defective and was replaced with another Honda factory battery.

   

  Please close this file with no negative reporting on the dealership. 

  Customer Answer

  Date: 06/20/2024

  The business never contacted me and never attempted to fix the problem. There was no resolution 

  Customer Answer

  Date: 06/24/2024

  The business never contacted me and never attempted to fix the problem. There was no resolution 

  Business Response

  Date: 06/24/2024

  As noted previously, the bad Honda battery was replaced with a new Honda battery, Not sure what else she wants.

   

  *****

• Initial Complaint

  Date:04/17/2024

  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.

  Date of transaction On 15APR2024 The amount of money I paid $3812.97 The business committed to fix my car The nature of the dispute is that the car has all of the indicators on the dash on, and I would like to have the dealership tow the vehicle. I am afraid that if I drive it, it will get more damaged.I notified Holler service manager said that I would have to bring it in because they dont do repairs in peoples drive ways (he was un professional) All I want is for them to fix it, I paid $4K to fix it.

  Business Response

  Date: 04/25/2024

  The store has already repaired this vehicle at no expense to the consumer. They had contaced ***************** and had his car towed in. The work is complete,  he has the car back and reports he is satisfied with the result.

  I would respectfully request you close this matter with no negative reporting against the dealership.

   

  *****

• Initial Complaint

  Date:03/21/2024

  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.

  On December 26, 2023 I purchased a pre-owned certified Honda Pilot SE from Holler Honda in *******, **. On March 12, 2024, I took the vehicle to our local Honda dealer (Love Honda, *********, **) for the first oil change (it should be noted that I live nearly 2 hours from Holler Honda, so it is not feasible to have my vehicle serviced there). The service department staff at Love Honda advised me that my vehicle was overdue for replacement of brake and transmission fluids and this work should have been done by Holler Honda as part of the certification process. They further advised me that this work is required at ****** miles. **** I purchased the vehicle, it had over ****** miles on the odometer and it now has ****** miles on the odometer. I scheduled the work for the following Tuesday (March 19, 2024) at Love Honda. In the meantime, my husband emailed our Holler Honda sales manager (***************************) advising him of this and requesting reimbursement. He did not receive a response. Love Honda performed the work on the vehicle on March 19, 2024 (receipt attached). My husband emailed the receipt in the amount of $503.39 to **************** requesting reimbursement. **************** left me a voice mail message indicating that Holler would not be providing reimbursement. My husband emailed Holler Honda General Manager, ***********************, requesting reconsideration. He has not received a response. **** I purchase a certified pre-owned vehicle, I expect to receive it with all necessary maintenance performed.

  Business Response

  Date: 04/01/2024

  This customer indeed purchased the vehicle as a certified pre-owned Honda on December 26, 2023.  On or around January 3, 2024 the customer's spouse informed the store that the battery had died and that they lived in ********* **. The store agreed to reimburse the customer for the battery under our "no bills for the basics" policy if they could provide a receipt. The store sent the battery reimbursement in good faith that the customer would provide the invoice. When the customer sent the invoice for the battery there was also a charge for an air filter that the customer had never mentioned. The customer let us know when he received the check for the battery then wanted reimbursement for the air filter that was never brought up nor did we have any pictures etc. proving the air filter was dirty. Nonetheless, the store reimbursed the customer for the air filter as well.

  Since that time, Sales Manager ********************* has answered many questions and provided more information on various items to the customer on an ongoing basis. On March 12, 2024, the customer contacted the store questioning the replacement of the transmission fluid and the brake fluid, stating their local Honda dealer noted that these services needed to be completed. The store explained that as part of the Certified inspection, these fluids are not replaced but only verified  full and there are no leaks present or no problems related to the fluids (The customer reported no problems that could be attributed to brake or transmission fluid). The customer confirmed that he independently verified as that this was the case and the store sent him another copy of the certified inspection form. They also informed him that the Pilot that he and his spouse purchased was a 9-speed transmission,  which has a recommendation for replacing the transmission fluid at 60K,not 30K as is the case with the 6 speed transmissions. Hondas owners manual states the vehicle will let you know when service 3 (transmission fluid) is due. This service reminder was not on in the vehicle either. The customer still went ahead and had their local Honda dealership replace the fluids then contacted Holler Honda expecting reimbursement. As with the air filter, they seem to have an expectation the are going to pay for these services and the store will just reimburse them. Also, only the husband communicates with the store, not the wife.Even after the husband confirmed that he received the checks for the battery and the air filter, his wife posted a negative review untruthfully stating that the store did not send them any reimbursement for those items.

  The store has gone the extra mile for this customer as confirmed by the husband. However, it appears they want reimbursements for expense that were not necessary and certainly not pre-approved for reimbursement. In this case, the husband has specifically acknowledged that the transmission fluid was not due for a change until ****** miles, but now wants reimbursement for doing it early. The store will not reimburse for unneeded service.

  We respectfully request that this matter be closed with no negative reporting on the dealership.

   

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21468495
  
  I am rejecting this response because:
  

  See attached response in Word document.

  Sincerely,
  
  ***********************

  Business Response

  Date: 04/03/2024

  I am sorry they have chosen to reject our response. However, there is nothing added here that would change the reasoning for rejection. 

   

  Sincerely,

   

  *****

  Business Response

  Date: 04/03/2024

  Not sure I understand the request. We declined their request in the original email and are just confirming that we stand by that. 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21468495
  
  My wife and I are rejecting this response. We stand by our request for reimbursement for the cost of the transmission and brake fluid service performed by Love Honda which should have been performed by Holler Honda for the certified vehicle we purchased. We paid extra for a certified vehicle assuming that all necessary maintenance was performed. This was not the case. We thank Holler for eventually covering the cost of the dead battery and dirty air filter, but did not discover the brake and transmission service was not performed until notified by Love Honda at a later date. We hope that Holler does the right thing and provides the requested reimbursement. If we receive the requested reimbursement, we will consider the case closed. We will not be submitting any additional reimbursement requests.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/11/2023

  Type:Billing 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’ve brought my Honda Odyssey 2020 into this shop for the 3 rd time since I purchased it three years ago. Every time I bring it in for the ac to be repaired they charge me and say it’s not their fault. This lady repair I paid $700.00 to have the ac fan replaced. The ac once again stopped working so I had it diagnosed at a car shop and was told that the Freon was overfilled to a dangerous level which broke my ac. I take it back to Honda and tell them about the diagnosis. They say a machine fills the Freon anc that’s not why my ac is broken. They tell me “good news since you don’t want to repair your ac your vehicle is ready for pick up”. Then the guy says he’s going out of town. So I have no communication with anyone from the business and they have no intention of making good on their faulty work which broke my ac. I’m driving kids around in Florida heat with no ac and clearly that is not an option. Honda needs to make it right and repair what they didn’t do correctly/ and what they broke by doing it incorrectly.

  Business Response

  Date: 11/14/2023

  I have the privilege of representing Holler Honda. Ms. ******* complaint has been forwarded to me for response.  While we can understand Ms. ******* frustration, we have only had her vehicle in our shop on 3 different occasions for a period spanning almost 2 years, but more importantly, in that period of time, she put over 100,000 miles on the vehicle.

  
  In December 2021, Ms. ***** brought her vehicle in with 77,023 miles and stated that the air conditioning was not blowing cold.  At that time there was no leak found, we recharged the air conditioning, and added dye to the system to detect if there was a slow leak that may appear further down the road.  At that time, we advised the customer to bring the vehicle back in if it started blowing warm air.  Ms. ***** was charged $279.99 for the service.
  

  Ms. ***** waited over 4 months, until April 2022, to return with her vehicle, having added almost 20,000 miles at 93,844 miles, indicating the air conditioning was now blowing warm air again.  At that time, the store determined that the A/C rear blower motor and transistor were not functioning properly.   We replaced the parts at that time and the A/C was operating property. There was no indication of leakage. The customer was charged $599.79 for the needed repair.
  

  On November 10, 2023, almost 2 years after the first visit, Ms. ***** returned to the dealership with the vehicle with 182,618 miles now on it.  Ms. ***** said she had gone to an independent shop regarding her A/C and was told that her problem with the A/C was that it was overfilled back in December 2021.  We further diagnosed her A/C and determined that the fan motors were not working correctly, causing her engine and A/C system to not cool as designed.  We advised the customer that the fan motors would not be affected by overcharged A/C and further explained that specific machines are used to fill the A/C system and it would be highly unlikely that the machine would overfill a system or that an overfill would not manifest itself until 2 years later. 
  Unfortunately, Ms. ***** would not accept our explanation of the circumstances surrounding her A/C system.  She returned to the store on November 14, 2023 and picked up her vehicle.
  

  There is nothing more we can do for this customer. We would ask that you please close this matter with no negative reporting on the dealership.

  Customer Answer

  Date: 11/27/2023

  The dealership is not giving correct information.   It was not two years since I brought it in.   It was 10 months.  A brand new Honda should not have the ac broken in that many years span even with mileage.    They also replaced my pristine condition screen with a broken one saying it was replaced for a recall.    Everyone who road in it said what happened because it would continually make calls even when I wasn’t using the phone other than for music and the sound coming from it was scratchy.    The worst part is that the manager Ed talked to me extremely rude and disrespectfully.    I did end up trading my vehicle in but with another shop that has dealt with me honestly in the past not Holler Honda.  

  Business Response

  Date: 11/27/2023

  I appreciate the response but we respectfully disagree with her contentions. We are glad she has found another shop she seems to trust. 

   

  Frank

• Initial Complaint

  Date:07/18/2023

  Type:Billing 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 May 19 ,2023 , I sold to Holler Honda my 2001 Honda Accord for $1,500.00 . Holler Honda told me they will send the check $1,500.00 to the address that I provided ( ***** ******** ** ******** ******** *** ***** ) As of today 7/6/23 , I have not received the $1,500.00 check from Holler Honda. I had called Holler Honda 4 times and I do not get the problem resolved. Please help me ! Thank you in adbance Sincerely your , **** ****

  Business Response

  Date: 08/01/2023

  The check was issued on 7/12 (after we finally got title I believe) and cleared the bank on 7/21.....see attached

  Customer Answer

  Date: 08/02/2023

  From: **** **** ********************
  Date: Tue, Aug 1, 2023 at 6:13 PM
  Subject: Complain about Holler Honda
  To: **********************
  
  
  
  
  Dear Sir or Madam !
  Thank you for your help !
  I " d received the check from Holler Honda. 
  Sincerely yours ,
  **** **** 

• Initial Complaint

  Date:06/12/2023

  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 recently received a notice from Honda regarding a safety recall. I made an appointment with Holler Honda to have my car inspected. The customer service rep assured me that the inspection would only take an hour or so to complete. I made an appointment for 6/3/23 at 10:00 AM ET. Once I got there and a few hours passed, my service advisor requested that I leave my car there until Monday and provided a rental car and a courtesy oil change. On Monday morning, I received a call from my service advisor, Julio, that an end-to-end inspection had been completed as well as an oil change and warranty recall repair. He said that the only work they recommend is to replace the brake fluid, everything else checked out fine. I went to pick my car up after work and it wouldn't start. So, I left the car at the dealership. On Tuesday, Julio advised me that I needed a new battery. They replaced the battery and the service director, Ed T****** was going to inspect the vehicle when he arrived at the dealership on Wednesday morning and then give me a call. I received a call from the dealership on Wednesday assuring me that the car was starting okay, everything checked out and my car was ready for pickup. When I went to pick up my car on Wednesday and drove it a few blocks, the check engine light came on. I took the car back and left it at the dealership. My service advisor called me on Thursday and said that it's probably just the gas cap that's causing the problem. He later sent me an invoice that indicated that the canister vent shut valve needed to be replaced ($669.92). Julio advised that I could either pay for the repairs or come pick up my car. The service director, Ed T****** would not return my calls. This has been the worse experience I've ever had with any auto service provider in my life. My car was in perfect working condition prior to taking it to Holler Honda. I would like your assistance with working with Honda to get my car back in working order,

  Business Response

  Date: 06/22/2023

  As to this customer, our service manager dealt with him directly. Unfortunately, there was no discussing any of these matters with the customer without him shouting at our manager. The manager originally offered the battery at cost with no labor charge, but it was still a shouting match. The store ultimately gave the customer the battery for free, and then found the failed brake light switch which was keeping the brake lights on and that was also fixed for free. The customer then came back the same day with the check engine light on. The store promptly diagnosed that at no charge and found an evaporative leak. The technician advised the customer to start with a new gas cap, which could be the most inexpensive solution and then work up if need be. The free gas cap was provided and checked, but the codes still came back. The current code is for a purge valve which the store could not have affected in any of its repairs.

  
  When the customer called the service manager, he could not call back but had the service advisor call promptly as he was the most familiar with the repairs.

  
  The store has provided an oil change, battery, brake light switch, check engine diagnosis and gas cap for free, only to be yelled at and this complaint filed. There is nothing more we can do for this customer.

   

  Frank