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:01/02/2025

  Type:Service or Repair 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 Nov 21, 2024 I took my 2021 Honda Accord in to Pensacola Honda to ask that they repair the top of my vehicle due to the clear coat coming off of the car. It has flaked off, causing the paint to separate. Where it separated, the cracks have become dirty making it noticable. My car is only 3 yrs old. The srvc mgr , Zane at Pensacola Honda told me to take it to the paint shop. I immediately went over and the lady sent him an estimate to repair within a couple hrs. My warranty only had a few days left on it. A week went by w/ no contact. The Service mngr left for vacation. Finally I got another mngr who said it was submitted to Honda. After his vacation I finally got in touch with him and he touched base back with Honda .They declined my claim stating it wasn't on their end. They said it had to be something I caused to happen such as tree sap. I told Zane I DO NOT park under any trees. I have a driveway that holds three vehicles. There are NO TREES over my driveway. Not even close to covering my car. This is a result of their cheap efforts to paint and build vehicles. I've had several Hondas, including a 2018, 2019 and this 2021 just for the recent. I've never had this issue. I've had several problems out of this car. This is just one of the many problems due to quality and workmanship. I want my vehicle repaired. It was under the bumper to bumper warranty when I brought it in and they should do their due diligence to make it right! I'm attaching a photo of my driveway. THERE ARE NO TREES. Hopefully, they start using clear coating that can withstand trees though since millions of people do park under trees.

  Business Response

  Date: 01/10/2025

  Thank you for bringing your concern to our attention. Regarding warranty paint claims, Pensacola Honda’s role is to gather all necessary information from the body shop and submit it to ******** Honda, as they are responsible for making the final determination on claim approvals.
  
  In this particular case, ******** Honda denied the claim due to what they identified as “outside influence.” However, we recognize the importance of ensuring customer satisfaction and have worked with our ******** Honda representative to secure a goodwill resolution.
  
  Ms. ****** has already been contacted and informed about the next steps in this process. If you have any further questions or require additional assistance, please don’t hesitate to reach out to us.

  Customer Answer

  Date: 01/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22751844, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Daisy ******

• Initial Complaint

  Date:09/03/2024

  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.

  So I bought my 2024 Honda Civic December 30, 2023. (8 months ago) my power steering in my vehicle went out on August 20th, 2024… I took it to Pensacola Honda which is my car dealership and they are trying to make me pay for it to get fixed. I looked in my warranty book and the power steering is covered under my car’s warranty. Not only are they charging me to get it fixed, they keep sending me different quotes. When I first went to them, a guy named Eric ****** told me it would be 2300… a couple days later, a text was sent to my phone stating that it would be a little over 4,000 then shortly after that, a guy named Dewayne told me it was 3500. Approximately two days later, Eric called me back and told me 3200… so what is the price of my power steering exactly? I’m filing a complaint because as my car dealership, you should take care of your customers and they aren’t doing that. I have been without my car for two weeks. Not to mention, they don’t answer phones and they don’t return calls either. They didn’t even offer me a courtesy car to get around until they fix my car. This is a huge inconvenience for me and my family.

  Business Response

  Date: 09/03/2024

  Ms. ****** had her vehicle towed to Pensacola Honda on 8/20/24.  Her complaint was that after running over a curb the power steering was no longer working and the vehicle was unable to drive.  Upon inspecting the vehicle, the Technician found damage to the exhaust which was pushed into the electronic steering gear box causing power steering issues that were caused by the impact of the curb.  After inspection Ms. ****** was delivered an estimate for complete repair of an electronic power steering gear box and exhaust system.  Ms. ****** requested a new estimate excluding the exhaust replacement and only fixing the power steering concern, which lowered the initial estimate.  As per Honda manufacture warranty policy, warranties do not cover the failure of any part or accessory due to abuse, misuse, accidental damage or acts of nature.  Rental cars will only be considered by the manufacturer if it is deemed a covered warrantied item.  Attached are photos from the Technicians findings showing damage to the above components. 

• Initial Complaint

  Date:08/29/2024

  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.

  I came in today 8/28/24 for an unscheduled new car first maintenance appointment. My compliant is going to techs or porter who washed my car. First of all, I keep my vehicle extremely clean. It is practically detailed once a week. This is no exaggeration because my hope is to keep this vehicle in the best condition when I go to trade it in. Which is why I purchased the extra maintenance, tire protection, yada yada ( I am aware of the total rip off of these items, but that’s on your car salesman. I'm just going to hold y'all up on warranties and the special little things i purchased for 1,000s of dollars )While i may hold an unrealistic expectation to what I expect cosmetically of a vehicle, to each their own. However, this being the first big purchase I've ever made, it only having under 100 miles at purchase, I expect it to still look new 6 months later. So, can someone from this dealership tell me why the first scratches that appear on my car are found 15 mins after I leave and stop at a gas station? Can someone tell me why oil was splattered all over the engine cover? Or why the windshield fluid cap was still off? And why wasn't my radiator fluid topped off at max instead of below the min? Now i don't trust anything that y'all did to my car. When i bring a car for service and it returns to me with scratches all on the passenger side that i know were not there. Call me whatever you like but anything that is done with this car is going on a car-fax and is going to degrade my value. I haven't even removed all of the plastic from my car's floorboards to keep the carpet clean. I have intentionally kept my milage down. The vehicle has permaplate on it. The total lack of disregard for someone else's belongings is disgusting. I also question why when i asked why the car is idling rough, the answer was it is just how they are made now. My 2008 Honda civic with 213,000 miles on it runs quieter than this vehicle with 6,000 miles on it. THAT'S WHY I STUCK WITH HONDA!!!!!!

  Business Response

  Date: 09/03/2024

  Zane ******* * Service Manager spoke with Ms. ******** on 8/29 regarding her concerns.  Zane requested that she bring the vehicle back to the dealership for us to look further and determine best course of action to resolve customer issues.  We are currently waiting for her to schedule a time to return to Pensacola Honda. 

• Initial Complaint

  Date:04/01/2024

  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’m changing my 5 star review to a 1 star review because I got TAKEN by this place. I found a really nice and used Lexus here I drove from Baton Rouge to look at the car and ended up taking it! I was on a short trip due to work. They said to bring the car back next weekend. 16 hours of driving, which I was fine with if service was as great as they stated. I was told they’d do an oil change and brake job. I drive back over and pick up the car. 4 weeks later I’m finding out both front and rear tires are dry rotted. The front tires started leaking air. ($850 out of pocket) and the front brakes had NO PADS. Which warped the rotors. ($650 for replacement). This place is a freaking scam. Buyers beware.

  Business Response

  Date: 04/08/2024

  Shane ******* - Used Car Manager has been in contact with Mr. ******* and has agreed to reimburse him for the tires and brakes. 

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair 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 9/19/23 I contacted Pensacola Honda regarding my 2021 Accord 2.0 (under warranty) stereo doing things on its own and not recognizing when being touched/tapped. They were having issues with other vehicles doing the same. They stated they'd order a replacement. I was contacted 10/9 by Eric saying it arrived & couldn't be put in until 10/24. It was supposed to be a several hr job but I was out in no time. I appreciated that, but I felt the stereo wasn't replaced as all my stations/settings were still programmed and the plastic film had bubbles in it. My stereo had started acting up a few times since the supposed replacement so on 11/11/23, I contacted SiriusXM. They confirmed my Stereo ID had NOT changed and if the stereo had been changed/replaced the ID would have also. The tech on my receipt was Daniel. I'm not sure where my new stereo is but the one in my car is the original. Also, on 3 separate occasions I have mentioned my rear brakes making an embarrassing, whaling sound. It's been dismissed as moisture. It doesn't matter the time of day. It's randomly happening, not just in the morning. I sent an online invoice to Eric I found regarding the exact thing lots of others are having as well. It had to do with the pads. The invoice online showed Honda replaced and no problems since. I've mentioned twice the "P" for Park is peeling. This shouldn't be happening. I was only told both would be mentioned to the boss. My front dash windshield vent started lifting probably a yr ago. I was told during a service it would be ordered. I've asked about it a couple times. It hasn't been ordered or replaced yet. I feel like this Honda just wants to let all the stuff they see as small issues add up until the factory warranty runs out. I purchased a 2018, 2019, 2021 & have had several older Hondas in the past. I'm so disappointed in the craftsmanship of this car and the reliability/lack of communication with and at Pensacola Honda. If needed I do have invoices/other docs, pics.

  Business Response

  Date: 11/14/2023

  Zane ******* (Service Manager) spoke with Ms. ****** on 11/14/2023 and discussed concerns with vehicle.  Zane explained that whole audio unit was not replaced, just the touch screen portion that was malfunctioning.  Touch screen replacement will not change the stereo ID for SiriusXM.  The bubbles on the screen are a protective film that gets applied during shipping that we leave for the guest to remove upon taking delivery of the vehicle.  Zane explained that the brake noise can be from humidity or moisture collecting in-between the brake pads and rotors.  However, Pensacola Honda has agreed to perform a rear brake pad replacement to attempt to correct customer concern.  Pensacola Honda has agreed to replace the peeling shift indicator and defrost vent cover. Ms. ****** will be contacted as soon as parts arrive to schedule service for repairs. 

  Customer Answer

  Date: 11/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20857436, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Daisy ******

• Initial Complaint

  Date:07/24/2023

  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.

  I took my vehicle in to the dealership in May with complaints of paint chipping and vehicle rusting under the paint. Car is only 2 years old and is already rusting. I was informed they would contact the main Honda corp for an answer on whither this would be covered by my warranty. After not hearing back about the issue I have both contacted Honda corp and the dealership again and again. Honda corp will not help me because the dealership never notated the customer complaint regarding my vehicle. And I have tried multiple times to contact the dealership and they will not return calls or emails. I just want answers and my 2021 vehicle fixed.

  Business Response

  Date: 08/02/2023

  Customer has been contacted by Zane - Service Manager at Pensacola Honda.  We have scheduled the vehicle to be taken to ***** *** **** Paint and Body for estimate of repairs.  After this is complete, we will send estimate and photos to American Honda to review customer concerns.  We will notify the guest once we receive an answer from American Honda. 

  Customer Answer

  Date: 08/03/2023

  
  Complaint: 20357439
  
  I am rejecting this response because:

  Waiting on outcome.  Took vehicle in for pictures this morning.  Body shop is working on an estimate and then I’ll hopefully hear back from Honda on whether or not it can be repaired under my warranty like it should have been 8 months ago now.  Will make a judgement on whether it’s satisfactory or not after they receive estimate  

  
  Sincerely,
  
  Ann *****

  Business Response

  Date: 08/07/2023

  Pensacola Honda has submitted the paint claim to American Honda for warranty approval.  Unfortunately, it was denied by American Honda.  Pensacola Honda is covering the expense to repair the chip in the hood as a goodwill gesture.  

  Customer Answer

  Date: 08/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20357439, and find that this resolution is satisfactory to me. 
  

  I am still waiting to be contacted and scheduled by the auto body shop for the repairs, but I do appreciate the dealership for stepping up to fix it.

  Sincerely,
  
  Ann *****

• Initial Complaint

  Date:06/07/2023

  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.

  Hi my name is Susie ******* and I called Pensacola honda in June/2022, told them my car would crank but immediately shut back off, was told to bring it to them. Did the diagnostic test and came to the conclusion that the culprit was the antenna, so I was told the part should be in on the 8th of July, called part was not in, kept giving me the same date each month part was not in, finally got fed up and got my fiancee involved talked management and same result part not in , now eta on part is in June of 2023,,, my car has been there a whole year and I have been bumming rides just to go to work,,, very frustrating at this point I don't know what to do can someone please help

  Business Response

  Date: 06/19/2023

  Ms. ******* had her vehicle brought to Pensacola Honda on 6/16/2022.  Customer complaint was vehicle cranks but shuts back off. After diagnostics were performed it was confirmed that the vehicle needed an ignition key immobilizer antenna ring.  We sent estimate to guest for approval of repairs. Customer approved estimate for repairs.  Once parts were ordered it was discovered that the part was on a national back-order status with no estimated time of arrival.  At that point Pensacola Honda contacted our district Honda representative for further assistance locating part. Meanwhile Pensacola Honda placed the part on critical backorder status.   Pensacola Honda also reached out to multiple dealers across the country that showed this part in their inventory, we were unsuccessful in obtaining the part.  Unfortunately, this part was unavailable due to the age of the vehicle and supply chain issues we have been experiencing over the last few years. 

  On 6/14/2023 Pensacola Honda located a whole assembly that came available at another Honda dealership, which would come with the immobilizer built to the assembly.  Pensacola Honda purchased the complete assembly due to the long period of time of the single immobilizer not being available.  On 6/16/2023 - 6/17/2023 our technician installed the immobilizer, and the vehicle has been repaired and working properly.  Our Service Manager has contacted Ms. ******* on 6/15, 6/16 and 6/19 with this update but has not been able to get in touch with guest. 

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 purchased the vehicle Jan 4th,2022 ... it was my dream car... turned into a complete disaster. I feel like Im going through a terrible nightmare. since purchase have took car to dealership about 4 times before the big wreck occured on NOVEMBER 6TH WHERE THE BRAKES I FAILED ME OR COMPUTER SYSTEM MESSED ... MIND you my brakes had failed me previously not even 3 months prior to the wreck on Nov 6th 2022. they claim to have replaced my brake master cylinder the first time the brakes went out. thank god I wasnt' injured the first time.. car was under warranty and is still under warranty. prior to my brakes failing me the first time. I had called them and voiced my concerns about the car to them and was scheduled a service appt on a Saturday. The day I went to my service appt I was told by a worker name RICH that he wasn't sure why they even scheduled me an appt bc they didn't have the (STAFFING) AVAILABLE TO DRIVE MY CAR. I made a blank trip my car was never looked at or drove... two weeks later maybe not even that my brakes failed me july/aug 22. will provide all necessary documents/receipts ... i GO TO SAY THIS my brakes should HAVE NEVER FAILED ME THE FIRST TIME HAD THEY DONE THE JOB RIGHT. ON NOV 6TH I WAS LEAVING WALMART From grocery shopping with my son and when I put the car in reverse the brakes wouldn't work/ I kept hitting brakes but car was going fast in reverse its almost like it was possessed and I hit 3 cars. me and my son ended up at er/ hospital. thank god the people cars i hit they were not in the car (they were in walmart shopping). so only the vehicles were damaged. this has been by far the worst experience. im still suffering behind this. i have no car to drive bc it still is being repaired. I don't trust the vehicle at all. what happens if I get in the car again and don't make it out alive?? IM SO UPSET TYPING THIS i hope it all makes since. I want justice. I want honda to do the right thing. I have been paying insurance and car note on a car I haven't been able to drive since Nov 6th. THE DEALERSHIP HAVE DONE ME WRONG SO MANY TIMES AND THE LAST TIME WAS WAY OUT OF LINE.

  Business Response

  Date: 05/10/2023

  Thank you for the opportunity to respond to the complaint filed with your office by Shaniqua ** ***regarding her 2019 Honda Accord Hybrid.  We value all our customers, and we are disappointed anytime that a customer reports dissatisfaction with an experience at our dealership.

  Ms. ***** had her Honda Accord towed to Pensacola Honda on July 28, 2022.  At that time the vehicle had 63,086 miles and Ms. ***** stated that, when backing up, the brake error notification appeared on the dashboard and the vehicle would not stop.  She also reported that the pedal felt overly spongy.  Pensacola Honda replaced the brake servo sim set and performed a brake flush.  The repairs, towing costs and rental vehicle expense was covered by the customer’s warranty company.

  Five months later, on December 12, 2022, Ms. ***** contacted the dealership to say that her vehicle had been involved in an accident in a parking lot and that she felt the accident was caused by a brake failure.  The vehicle was at a Chevrolet dealership in Defuniak Springs at the time and Pensacola Honda arranged to have the vehicle towed to the dealership.  The vehicle arrived at Pensacola Honda on December 14, 2022.  An inspection of the vehicle revealed multiple warning lights were illuminated on the dashboard, and the HV system was shut down due to a crash detection, causing numerous codes to be stored in the vehicle’s systems.  The mileage was noted as 68,924.  Water was detected in a broken taillight, which may have caused the vehicle to shut down.   The vehicle also had sustained considerable body damage.  The customer informed the dealership that she had notified American Honda of the incident and had reported the accident to her insurance company.  Pensacola Honda recommended that the customer take the vehicle to a body shop for repair.  The dealership advised the customer that, due to safety concerns, the vehicle should not be driven.  The vehicle was towed from Pensacola Honda on February 23, 2023.

  It is difficult to substantiate Ms. *****’s contention that her parking lot accident was caused by her brake failure and somehow Pensacola Honda was responsible for the failure.  Unfortunately, the codes cannot provide any detail on the underlying issue with the vehicle. The accident occurred on November 6, 2022. The dealership had not serviced the vehicle since July 28, 2022 and it was driven an additional 5,838 miles in the interim.  It appears that the vehicle was at the Chevrolet dealership in Defuniak Springs for several weeks before being towed to Pensacola Honda.

  As noted, Ms. ***** has taken the proper steps to determine the cause of the accident by notifying American Honda of the incident and reporting the accident to her insurance company.  Pensacola Honda takes the concerns of our customers very seriously and gives every possible consideration when reviewing an issue that is brought to our attention.  As much as we desire to resolve each of our customer’s requests to their satisfaction, it is not always possible to meet every expectation.  

  Customer Answer

  Date: 05/16/2023

  
  Complaint: 19957804
  
  I am rejecting this response because:
  They are not mentioning everything. All the times I called and drove an hr amd expressed my concerns about the car not working properly. They basically admitting to the brakes failing once but forgot to mention how I had a service appt a week or so prior to them failing. Rich and his staff didn't drive my car at my service appt they scheduled me bc they didn't have the staffing. Short staff. So basically its okay to risk my life and safety 
  Sincerely,
  
  Shaniqua *****

  Business Response

  Date: 05/18/2023

  We have thoroughly reviewed of our records and did not find any communication with Ms. ***** or any appointments scheduled for repair to her vehicle after her vehicle was picked up from Pensacola Honda on 8/31/2022 until the vehicle was towed into Pensacola Honda again on December 14, 2022 following the accident.   According to our records, over 3 months had passed between when the vehicle was repaired and when Ms. ***** contacted the service department to say that she had been in an accident and wanted to have her vehicle inspected. 

  Customer Answer

  Date: 05/18/2023

  
  Complaint: 19957804
  
  I am rejecting this response because: I did not pick up my car on 8/31/22! That was my birthday I picked up my car on 8/4/22 & I have receipts! This is how you know this dealership is not truthful and reliable. I picked my car up this date. Thank god for receipts . Of course I never wanted to go back to you all. You are not reliable ppl. I picked my car up on 8/4 you all claimed to have replaced brake master cylinder. Same day I picked my car up the car wouldnt start 8/5. Please view message 

  
  Sincerely,
  
  Shaniqua *****