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:02/19/2025

  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.

  After receiving an oil change, the auto was returned to me with hood damage. After checking their cameras which they were more concerned with they told me I could repair the damage myself. I am referring this to the BBB as abuse by a dealership. My hood was damaged in 2 places. This is the second time at the same business.

  Business Response

  Date: 02/19/2025

  The damage was not proved to have happened at the dealership.  

• Initial Complaint

  Date:03/04/2024

  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 bought a new car on 02/29/2024 Honda CRV EXL from ocean Honda, in ***** *******. I have a spider infestation which I am extremely and deathly afraid of. I brought this issue up to the salesman and the ** the day after purchase nearly 24hrs after buying this vehicle which was brand new and they gave me a loner in response which they then fumigated without my permission not knowing any of the *** since I have dogs. They insured it was okay the same day, later after entering it to pick up my medicine from CVS I find spider webs all over my front mirror and bring this problem up to *********** and the dealership. They have not done a good job at all dealing with thing problem the last 2 days and are running circles around me trying to trade in the car for a lower price since its been tagged and titled. None of the management or salesman want to communicate with us and have told us to let the spiders have the car they can get us a new one as long as we do a swap for Our beautiful Nordic forest pearl ***** but refused when we got there because they needed to do 2 treatments on the vehicle after giving it back to me after only 1 treatment. Very shady business practices from this dealership.

  Business Response

  Date: 03/04/2024

  On 2-28-2024 *********************** purchased a 2024 Honda HR-V from Ocean Honda in ***************** **. On Friday 3-1-24 she called and spoke to ***************************** her salesperson complaining of a spider infestation at that time we sent ********************* one of our service porters to pick up the vehicle from ************** in ********** and drop of a loaner vehicle to her for her convivence. ********************* did not see any spiders or spider webs. We inspected the vehicle when it arrived at the dealership and found no evidence or traces of any spiders or spider webs. We contacted ************** and informed her that we did not see and spiders or webs, but we would have our pest control company come out to inspect the vehicle and as a precaution have them treat the vehicle. On Friday 3-1-24 the vehicle was returned to **************. On Saturday 3-2-24 ************** had the vehicle towed into the dealership stating she still sees spider evidence. We contacted our pest control company to once again to inspect and treat the vehicle. Numerous technician and staff ( at least 5 employees) sat in the vehicle, inspected it and the only thing we see is an abundance of dog hair and human hair. 

  There is no evidence of any pest problem that any of our employees or pest control company identify. We plan to keep the vehicle and continue to inspect for a spider problem until Wednesday 3-6-24 at that time if we see no problem we will then return the vehicle back to **************.   

   

• Initial Complaint

  Date:12/21/2023

  Type:Product 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 canceled an extended warranty on a vehicle purchased with them on 12/7/2023. The vehicle was traded on 12/9/2023. The purchasing dealership has paid off the old vehicle in full. I am owed a refund of $1,778.81 from Ocean Honda for the portion of the warranty that was unused at the time of cancellation. I have emailed and called and have not received any information on when I can expect my refund sent to me. I have provided proof that the vehicle the warranty was on has been paid off in full. We are 2 weeks past the cancellation date and I need to receive this payment as soon as possible to cover expenses as I am permanently disabled on a fixed income.

  Business Response

  Date: 12/22/2023

  Customer signed cancellation paper work on 12/07/23, in order to refund the customer the lien must be cleared.  The lien cleared on 12/20/23, and the check was issued on 12/20/23 signed and went in the mail on 12/21/23

  see attached.

• Initial Complaint

  Date:11/17/2023

  Type:Order 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 was at ************************** for 6 months. I'm elderly and disabled. I was unable to make payments as I was in rehabilitation. Honda is threatening to repossess my vehicle.

  Business Response

  Date: 11/17/2023

  This is not a contract dispute with the dealership. The customer purchased the vehicle from us but financed it with American Honda Finance. She has not made her required vehicle payment for months and American Honda Finance is trying to repossess the vehicle. Her issue is with American Honda Finance, and she needs to deal directly with them to see if she can work something out. 

   

   

• Initial Complaint

  Date:10/04/2023

  Type:Customer Service 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 went through the BBB to get Ocean Honda to stop sending me marketing mail and emails years ago, and they stopped. Now suddenly they decided to just do whatever they want & start harrassing me again. I keep getting these mailings. The original complaint stemmed from their sellers laughing and mocking my LGBT friends in 2014 or so, in front of me, as I was inside & they were outside the dealership. This homophobic Ocean Honda needs to leave me alone completely.

  Business Response

  Date: 10/05/2023

  We verified that ****************** is marked as "Do Not Mail", "Do Not Call" and "Do Not Email" in our system. As an extra layer of protection, we suggest he update his mailing preferences at **************************.

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20690596
  
  I am rejecting this response because:

  it is not my responsibility to make sure YOU don't harrass ME. I'm not paying anyone to keep you from mailing me, no matter where I go. Leave me alone. Go hate on the gays inside your own building. Cure your marketing failures. I tell everyone I meet how your dealers acted, and later I forget about you, but then you mail me more flyers and I remember it all again. The shame you made me and my friends feel for being who we are. Right in front of my face. Making fun of my friends like they were jokes to you. Because they were holding hands. You make me sick. 

  signed,
  *************************

• Initial Complaint

  Date:06/05/2023

  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 brought my Honda civic type r into ocean Honda in ***************** ******* On june 2nd for a break change and a new belt. The tech *************************** did a diagnostic sheet, and confirmed on the sheet (which I have) I only needed rear breaks and belt. Then he called me and said my car was struggling to go into first and he recommended a ****** fluid change, I was hesitant because Ive never zero issues with my ******, but agreed because surely that wouldnt hurt anything, it would make it better if anything because new is always good. So he did the change then called me to tell me after the fluid change, my car no longer shifts into first gear and I need a new ******. (I have the phone call recorded) so I went to the dealership to talk to *******, and he mixed up his story multiple times. He said he only drove it in the dealership from one corner to the other (he said its in video) and thats where he felt it not go into first. Then he said he felt it not go into first after the fluid change, THEN he said his other tech didnt feel it until after the break change and he test drove the car. The cameras prove my car drove into that dealership in first gear perfectly fine. After the fluid change it now needs a new transmission. I am disgusted with the service and even more hurt that they act like it was broken when I brought it in. If you know anything about transmission you know that the car will not drive perfectly fine if the transmission was bad, but the cameras show me driving into the dealership perfectly fine. I have everything on recorder, the stories arent adding up and now they expect me to pay thousands for damage they did. I brought my car in with no ****** issues, no sensors on the dash proving a bad engine, I never struggled to get into first gear, after a few hours at ocean Honda I can no longer get it into gear and I need a ****** ******. My lawyers have been informed, demand letters will be sent shortly.

  Business Response

  Date: 06/05/2023

  The transmission have an internal failure. The fluid was excessively dirty.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20137874
  
  I am rejecting this response because:

  the car worked perfectly fine before I brought it in. After the business worked on my car it no longer goes into gear and I suddenly need a new transmission.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/06/2023

  The vehicle is a modified Honda Type R and the transmission had not been serviced per manufacturers recommendations. The failure is an internet failure and could not be cause by Ocean Honda. 

• Initial Complaint

  Date:05/17/2023

  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.

  Description: 115 days past- is the way Honda how to treat the customers? I expect to have better experience with Honda and hope to get your help. I bought a Honda Pilot Vehicle, Model 2023 Pilot Eilte on the night of Jan 24,2023 at ***** ***** **** **** **** ******* ** ****** Unfortunately, I found that the window shield is broken at 11:00am on Jan 25,2023, please note that it is less than 20 hours!!!, then I contact with Ocean Honda and report this issue and drove the car back to Ocean Honda dealer, they claimed that the window shield probably broke during the show in the booth. It is fine for me as long as they can fix it ASAP. It is really frustrated and I believe that Honda should provide the better service, and it is a pity that as of today May 15, 2023, 115 days past, I was told that the replace parts is still not released yet. how can it be???? it is not my fault. and what I bought is a new car !!! not a car with defects!!! Hopefully, I can get your help. Thanks.

  Business Response

  Date: 05/17/2023

  The customer is aware that this part is on Honda National Back order. There is nothing we can do until Honda manufactures the part. We have notified our Honda Field Engineer and asked if there is anything

  he can do to get us the part faster, I am waiting to hear back from him.

   

• Initial Complaint

  Date:12/06/2022

  Type:Product 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.

  In August 2022 we purchased a salvage engine with a 12mth/12K mile warranty. On day 33 the vehicle was brought back in with a blown head gasket and radiator. The service manager said the car was driven hot causing the engine to blow and that the warranty was voided. Incorrect. The head gasket was bad on the salvage engine which in turn caused our radiator to overheat and go bad as well. They signed off on our paperwork upon pickup of the car in August that a 26 point inspection had been performed, when asked for them to provide that documentation they could not AND admitted to not doing a 26pt inspection prior to delivery. This is a required inspection, especially when an engine was installed and we, the consumer paid that dealership for a warranty. It was also stated by them that radiator had melted which is also false. Radiator is completely intact and the codes that came up on the vehicles history clearly show misfire and non-communication codes from a bad/blown head gasket, ZERO cooling issues or overheating errors. We fought along with Honda Motors at both corporate and district level to get some resolution, filed a complaint with the ************************ as well as with ******* **** of ************ and ************************ All of which have case and claim numbers with very detailed documentation. At this point we want the money back for the product and services we paid for in which they failed to uphold on their end totalling $3,800. This is our final step before filing suit in court.

  Business Response

  Date: 12/07/2022

  Upon inspection, ************** found the engine cooling fan had failed causing the engine to overheat, which damaged the head gasket. Temperature gauge would have indicated engine running hot or overheating. Failure to acknowledge temp gauge warning would cause such failure to occur.  The engine cooling fan was not replaced, nor is part of the 12month/12,000 mile used engine warranty. Cooling fan was operating at time of delivery, 33 days prior to issue. Communication codes would not be store due to head gasket failure and failure was caused by engine overheating due to cooling fan failure. The mentioned 26pt inspection is not required for the warranty and is a courtesy. The inspection would not have indicated the cooling fan would fail after 33 days.  

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18530741
  
  I am rejecting this response because:
  
  

  This is completely inaccurate, the codes were STILL stored because we had them ran when we took possession of the vehicle. The only codes that came up were the engine misfiring and absolutely no cooling issues. Those would still be in the system, it doesn't just forget that something occurred or HOW it occurred hence why it is a computer with memory. The inspection IS required and I witnessed firsthand Honda being scolded for this by their *** *****************************. The team was reprimanded for NOT performing this inspection however, signing off on it that it WAS performed. That is on my receipt as well as in the notes on the other paperwork. They lied and stated that it was performed but couldn't provide the inspection upon request because there wasn't one! The radiator was handled not only once but twice by their mechanics. Once for the orginal engine they ordered that ended up being faulty and a second time for the one that we picked the Acura up with. Without an inspection (which includes fluid levels) we have no proof, nor do they that the radiator had proper fluid levels, condition of the radiator, etc... For this vehicle to overheat as they're claiming, something wasn't re-installed correctly for it to blow the head gasket. We believe that this engine had a faulty head gasket which therefore caused the cooling fan to malfunction leading to the vehicle overheating. This car wasn't driven hot at all, it immediately pulled over upon hearing the loud knock (as it did with original engine) and once the vehicle stopped the temp gauge went into hot and the car began smoking. We called immediately to have it towed to Ocean Honda. The salvage company, whom asked not to be named in this was willing to replace the engine under the warranty had **************** stated the engine had a faulty head gasket AND offered to have a third party forensic come out to inspect the engine on their behalf. What this comes down to is the dealership not wanting to perform the lengthy task of installing an engine a second at warranty rates. They would take a loss on the first engine they installed and be out of that cost on top of their mechanics working at a steep, discounted hourly rate. Once again, the answer to this complaint along with the complaint answer given to FACS (************************* ofc) and the ************************ (who had yet to receive their reply) answers none of the original complaint. They flat out did not perform an inspection on the Acura TSX PRIOR to releasing it to us with the salvage engine as they stated in the paperwork and lied by signing off that one was performed.  No one knows what condition the vehicle was truly returned in, what may or may not have been installed correctly, what was or wasn't reconnected properly, etc... They messed up, don't want to admit fault and aren't willing to perform the warranty work (a warranty that I paid for) when they engine blew 33 days into the 12mth/12K warranty. They also failed to disclose the amount of mileage on the engine installed prior to installing it. We had to call Honda Motors ***, file a case with them, both my spouse and I had to show up at the dealership to pretty much demand this info. The *** ***************************** was rude and uncooperative when my wife asked for assistance, info, etc...stated he didn't have to disclose any of that as well as stated what happened with the vehicle with no mechanical knowledge himself. Honda Motors *** stayed on the case and kept it open assisting us and told us that the ** stated that corporate didn't need to get involved and that he was "handling as we speak" while my wife was on the other line with the case manager.  He handled nothing and just didn't want corporate involved, period. We are requesting a full refund of the engine along with the warranty that we purchased. If this isn't resolved we will be taking Ocean Honda to Small Claims Court and will be seeking damages (inconvenience of being out one car, transporting our son back/forth to work, time, expenses, etc...) as well. 

  
  

  Sincerely,

  
  

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

  Ref: 18530741

  Business Response

  Date: 01/04/2023

  The multipoint inspection mentioned several times is not a requirement, but rather a courtesy. The vehicle has a branded title and is in poor condition. The engine replacement was requested even after not recommended by the advisor. The head gasket failed due to high engine temperature from cooling fan failing. The cooling fan was operating as designed at time of pick up and continued operating for 33 days according to the customer's statement. The cooling had no warranty as this was not included in the used engine replacement. The head gasket can not cause the cooling fan to fail, but the head gasket can fail due to the engine over heating because the cooling fan failure. 

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18530741
  
  I am rejecting this response because:

  Ocean Honda is completely avoiding answering WHY the multi-point was signed off on yet NOT performed therefore, lied about the inspection they stated they did. Also, now the branded title of the car is mentioned as possible cause or a reason for why this may have happened vs accepting any fault of their own. When in fact, the same vehicle was in for battery, brakes, tires, oil changes, etc...and that never was mentioned. ALSO, the engine was never advised against by the advisor. He actually stated "understandable and I would do the same thing" when making our decision. So Ocean Honda, why did you sign off that you'd inspected the Acura prior to returning it with the engine replacement? Why did you state to ******************* that the radiator had melted? When ******, the entire radiator is intact, NOT melted, warped, etc...The vehicle currently sets at another dealership and besides myself, several dealerships, mechanics and previous buyers of Ocean Honda, have questions about how this was handled as well as question your ethics as a business.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/09/2023

  The courtesy multi point inspection continued to be mentioned but does not negate the fact that the cooling fan failed causing the engine to over heat therefore avoiding the part warranty on the engine. 

• Initial Complaint

  Date:12/06/2022

  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.

  The dealer ship has just informed me after I reached out and asked if I can get confirmation that my plates had been returned to the New York *** that they dont mail plates back to the *** when I was told several times that they do, then the salesmen told me that he left my plates in the trunk for me to grab when I went to pick up the rest of my stuff out of my old vehicle, that was a lie ! My plates were still attached to the vehicle when I went there! On top of all this the *** will charge me a fee each day the plates havent been returned and I have to pay two insurance policys for a car I dont possess anymore this is outrageous! On top of all this they cant even tell me where the car is currently so I can get and mail in my own plates. I have attached a photo of my old vehicle with the plates clearly still on the car and not in the trunk as the salesmen said. And Ill attach the conversation with the sales men who had no sense of urgency to the task at hand.

  Business Response

  Date: 12/08/2022

  The customer was informed by the salesman that we are not responsible for customers personal Items, they are to be removed from the trade and the time of the new car purchase.  Vehicle tags are the reponsibility of the tag owner to turn ino the **** we do not mail in tags, which was told to him by his salesman in the text that he provided.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18520909
  
  I am rejecting this response because:

  The salesmen only let me know weeks after the purchase.(as shown in the text message provided)  I asked several times while I was there and in the finance department do you take care of my plates or do I have to I was told they would mail it in for me. And the sales men told me weeks later after I had to reach out to him and said he left the plates in the trunk, which is clearly not the case in the photo showing my plates are still attached. 
  I just want my plates or I have to report them stolen! No body has reached out to me to tell me where my plates are. The car left the lot with plates on it and nobody noticed or thought to check whos they are ?! Thats ridiculous.
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:10/31/2022

  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.

  A few days before 12/23/21 when my car didn't start. I reached out to Ocean Honda and had my car towed there for a diagnosis. I was told that a starter needs to be replaced. I authorized the work and the starter was replaced. After the work was completed, my service advisor, *************************, informed me that to help saved me money they didn't use an original Honda's part but a third party part. I trusted that the part Ocean Honda picked was comparable to the Honda part as Ocean Honda is a big company and seem like a reputable company. The part has a one year warranty. The total cost was $1206.28. On 10/24/2022, I was driving and saw smoke coming from the hood and smell something smoky. I pulled over at a shopping center and tried to restart the car. The car did not start. I had the car towed home and then to a local mechanic. The mechanic diagnosed the car as having a faulty starter and the starter caused the local wiring harness to melt and fuse together. He suggested that I call Ocean Honda and have they fix the problem since Ocean Honda was the company that originally installed the starter. He said Ocean Honda should be responsible for their work. I contacted Ocean Honda and was told that the part has a 1 year warranty so labor and cost would be covered if it truly was the starter but they need to see the car. So I had the car towed to Ocean Honda on 10/26/2022. Ocean Honda confirmed that it was the starter but they will not cover the cost for the **************** wiring harness since those were not part of the warranty and the company that they purchase the part will not cover the associated part. So now we have an estimate for $2212.64 to fix the car that the starter installed from 12/23/21 have cause.

  Business Response

  Date: 10/31/2022

  Customer's vehicle was towed in 12/23/21 with a no start concern. After diagnosis, advised customer the vehicle needed a starter. An *** Honda and an aftermarket starter were quoted with the availability. The *** starter was quoted $778.22 and availability was 2+ business days to receive. The aftermarket starter was quoted $644.81 and repairs could be completed the same day. Difference in warranty for both parts was discussed. Customer requested the aftermarket starter due to availability and cost. The vehicle was repairs and delivered to the customer the same day. Customer had returned on two occasions with no starting issues. Customer had vehicle towed in 10/25/22 from another shop with a no crank concern. We found the starter over heated causing damage to the engine harness. We advised the customer the starter is covered by the part warranty, but labor is not as discussed at time of installation. In addition, the engine harness was not covered. Customer did not authorize any repairs at this time and threatened to contact BBB and also give negative reviews. 

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18334544
  
  I am rejecting this response because:

  
  1) The option to choose either the *** Honda or the aftermarket were not provided at the time of service on 12/23/21. The car was taken in to be evaluated and the fixed and installation was done with no communication on what parts were installed until after the job was completed.  After the car was fixed the service adviser **** even told me that he saved me some money that day by using an aftermarker starter. I didn't think anything of it since I trusted Honda. 

  
  2) Prior to towing the car to Ocean Honda on 10/25/22, my daughter called and spoke to **** multiple times. She asked if the starter was still under warranty? If the starter dies and if any **************** that the starter damages are also covered? **** pulled up the original work order and told my daughter the exact date (12/23/21) that the starter was fixed last year. He said the part is still under warranty since it has been less than a year and under ****** miles. **** also told her the labor associated with the starter is also covered. When asked about the **************** that the starter damaged, **** said he will need to check with Honda. But in order for Ocean Honda to help us, they needed to see and diagnose the car themself.  Why didn't **** tell my daughter that the part was an aftermarket part and that Honda would not cover it when asked if any **************** that the starter damages would be covered? He has the work order in front of him. Why is Ocean Honda now telling me that they are not covering the labor involved with replacing the starter when **** told my daughter that labor would be covered when she called? 

  
  3) The reason why we towed the car to Ocean Honda from another shop was because the other shop (****************************) suggested that we should have Ocean Honda be responsible for their work as it's the part that Ocean Honda installed that overheated causing damage to the engine harness.  He said the starter could have caused the car to get on fire.  **************************** urged us to call Ocean Honda to confirm the coverage before getting the car towed there. After the conversation with **** from point #2 was when we had the car towed to Ocean Honda because we believed Ocean Honda would take responsibility for their work. I have already attached **************************** diagnosis. *** also volunteers to help provide any experter or ethical opinion on fixing someone's car. 

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

  Business Response

  Date: 11/01/2022

  The multi-point inspection/estimate has the date/time stamped for quoting both options; and the aftermarket was chosen because repairs were able to be completed the same day as the holiday was near. Also, based on prior repairs, it is evident that after market and OEM parts have previously been quoted for other repairs and the aftermarket part was chosen in those events. The advisor does not choose what parts are used for repairs, but the difference in warranty and pricing is explained. 

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18334544
  
  I am rejecting this response because:

  1) When you brought up the multi-point inspection/estimate file, if you mean the image ****** that you shared then all I have to say is that the first time I saw that was when **** emailed it to me on October 27, 2022. My assumption as to why you have that is because you need to track all works that you have reviewed or worked on. It's your software to identify your inventory. It does not mean that you have shared that with your customers. Additionally that is really difficult to read. At first I though the car needed both parts and that the total price was $1206.28. That is not what a quote should look like. 
  

  
  2) If you had explained the warranty like you did in these past correspondents then I would have towed my car to a different mechanic and had them work on the car. Because you have never explained the differences in your warranty between an aftermarket and a Honda part,  that was why I have been your loyal customer for years now. It was because I trusted your company to stand by your work and the parts that you installed in your customers' cars. I trusted that you would have taken care of my car and done the ethical thing by correcting your mistake when the part that you have chosen and installed in my car caused another part (wiring harness) of my car to die in less than a year. I would suggest that for the future you should have your customers sign a document that they agreed on your warranty policy prior to getting their work done. Also allow them to ask you questions. If your policy is what you have explained to me has been communicated widely with your customers, I am sure you will not have a lot of customers left. Your service and parts are not cheap, and I knew that. I continue to go to you for my car's need because I truly believe that you will stand by your work and the parts that you acquire when you fix my car. Unfortunately, it doesn't look like that is the case and I am truly sad for your company that you do not put your customer and their safety first. 
  
  
  3) All I am asking is for you to do the ethical thing and that is to stand by the part that you installed in my car and to fix my car and cover the parts and labor of both the starter and the wiring harness. 
  
  Sincerely,
  
  *******************