ComplaintsforAutoNation Honda Thornton Road

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  June 2023 I received a warranty extension letter from Honda automobile division. My A/C was not cooling. The warranty letter explained a shaft seal leak issue was identified which could lead to refrigerant leaking out. This warranty would extend from 3 years to 10 years. I took my vehicle to Autonation ******* Honda 7/3/2023 and spoke with ****** and explained I wanted the warranty work completed only. 2 days later I received a call asking me why I dropped the vehicle off. I explained why again and left a copy of the warranty letter on the front passenger seat for the service advisor to review. I received a call on 7/15/2023 from ****** stating my vehicle was ready, I arrive and charged $170.00 for nothing. Warranty work was NOT completed and found out after I purchased a compressor that there were 2 recalls covered under a Honda Warranty. My fiance and I called and spoke with the ** *********************** who assured us he would get to the bottom of our concerns and after providing him proof, refused to call us back. My fiancee spoke with him and advised she would escalate this because this appeared to be fraud, He told her to," do what you want to", as he wasnt going to be threatened. She never threatened anything but to escalate it to the owner and Honda. She and I are both concerned Honda wont pay for warranty work twice if they are deceptive and get paid for work they didnt complete. My vehicle is now at another Honda and they've discovered warranty work wasnt completed which should have been at Autonation ******* Honda. I will fail their survey as the ** expressed absolutely No concern and wont refund my money. I'll definitely share my concerns with every resource imaginable along with *********************, *********************** and ******, as staff that shouldnt be trusted without something in writing or recorded. Word od advice to them: Don't charge customers for Unauthorized/Incomplete work. Warranty work is Free! This organization is greedy based upon my First interaction with them. *************************** level of disrespect, untrustworthyness,despicable, unprofessional behavior is disgusting and a discredit to this so-called business.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 8, 2023 my son got a flat tire on tires that were purchased by my son from AutoNation Honda ************** in **. I called AutoNation Honda to find out if the tires were covered under warranty and the service rep confirmed that they were covered for up to 48 months from purchase. We scheduled an appointment for tire replacement for June 12th but my son had prior arrangements; therefore, he rescheduled for June 15th. On June 15th he drops his car off to AutoNation service department in the morning only to find out by 6pm that they did not have the tire in stock. He picked his car up on the 15th and was told they would call when a tire came in. It was June 21, when we had not heard anything from AutoNation, so I decided to place a follow up call. I spoke with *********, a service representative who was very helpful in getting some resolution. She said an order was never put in for the tire, but got confirmation from a Service Parts Advisor that one would be in on the next day, June 22nd. A second appointment for the tire replacement was set for June 22, 2023 at 12pm.My son comes back home with the same doughnut hes been riding on since June 8th stating that they didnt have a tire ordered or in stock. Its highly unacceptable that we have been given the round around to get the service promised to us as covered by buyers warranty from AutoNation Honda.My son ***************************** is the covered buyer at **********.

  Business response

  06/23/2023

   I have investigate the customers concerns and there was a breakdown in communication with his situation. I have resolved the situation with the customer. He is thankful for the outcome.

  Customer response

  06/23/2023

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

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a new Honda 2022 Odyssey Elite on June 11. Along with the car, we were forced to purchase a tire warranty (buy it or cannot purchase the car), and we opted to purchase a maintenance plan for 968 dollars. We spent 3.5 hours completing the paperwork for Honda on June 11 as our Finance advisor was inept. We later came to find out he did the paper work wrong 3x and we had to sign new paperwork this many times. Because of the incompetence of the employees the paperwork was never filed correctly originally and our maintenance plan we purchased initially with Honda was:"unwound" or cancelled because the original paperwork wasn't completed correctly. Even after AutoNation had us sign the paper work, the maintenance plan was never reinstated. A month after signing the correct paperwork, I called a different Honda dealership to add a 100k warranty. They informed me that there was no maintenance plan on the car, which I had already paid for. I had them add it. I called Autonation and after so many excuses, they informed me they would refund the plan I paid for and that was never added. A week later- they pushed their plan to Honda North America to add it Therefore I had 2 of the same plans on the car. I called Autonation to have them cancel the one I purchased from them and they actually had HONDA NA cancel the one I purchased from a different dealer. I had to call Honda to rectify this, and *******@ AutoNation said he would cancel the correct plan. A week later the correct plan was cancelled and I was informed by Honda that they were sending the refund to Autonation - This was over a month ago and I still haven't gotten a refund and the refund wasn't applied to my Honda Loan. I sent over a screen shot where Autonation cancelled the 2nd warranty.I would like my 968 dollars back along with the 2.9% finance rate that I have been paying Honda for the loan at 4.5 months - or the # of months since June 11 when I started paying interest on the note.

  Business response

  10/24/2022

  ********************, we understand your frustration with our lack of communication on completing your request.  I had my Finance Director, *************************, work with my controller to cancel and refund the maintenance plan of $968 credit back to your loan account as of last week.  Your lienholder should receive that check this week and apply the credit to your loan.  We apologize for the inconvenienced that was caused.  Thank you. 

*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. ↩