ComplaintsforPensacola Honda

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  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

  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 response

  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

  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 response

  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 *****

• Initial Complaint

  11/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2021 I purchased a 2008 Ford Edge from pensacola Honda given the age and mileage of the vehicle I knew what to expect. I was told the vehicle had gone through a thorough and comprehensive inspection prior to being sold.However in August I began to experience issues with over heating. I replaced the thermostat and the radiator cap neither resolved the issue. I took it to a local repair shop and they told me the water pump was leaking and there was a Crack in the block. The repair cost are estimated to be around 2200.00 I have made numerous attempts since August to contact the dealer with no calls returned.

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/11/19) */ Pensacola Honda has reached out to the guest, diagnosed the vehicle and agreed to split the cost of the repair.

*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. ↩