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:02/04/2025

  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 had my VSA Module replaced in *******. Since the service was performed, my car alarm constantly goes off, and the doors repeatedly lock while driving. I've attempted to report the issue, but reaching an advisor is impossible due to an automated system that always states they are unavailable and promises a callback—yet no one ever calls back. The lack of customer service has been extremely disappointing. I just need them to fix what they either failed to repair or caused in the process. Additionally, I was told that my dashboard would be fixed when the module was replaced, but that never happened.

  Business Response

  Date: 02/04/2025

  Will have service manager call you

• Initial Complaint

  Date:12/26/2023

  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.

  My family and I went to Gerald Jones Honda in Augusta, GA on 12/9/23. When I purchased a vehicle I gave the sales associate and the finance associate my name, address, phone number, and email. When the transaction was complete we were not given our paperwork. Instead the finance person gave the paperwork to the sales associate. The paperwork was placed in an envelope and we left because we had been at the dealership from 1030 to 1600. When we got home to check our paperwork we noticed the following: the sales contract wasn’t there, the ********* *** and maintenance contract had the wrong email address. We tried to contact the sales associate to inform him the finance associate entered the wrong email onto both contracts. I had to wait until 12/11 so I could go see them that afternoon to tell them about the wrong email address. The sales and finance associate we worked with on 12/9 said everything was updated. I asked for the sales contract, the updated paperwork for the maintenance contract, and the *** paperwork. They mentioned that it would take a while to print up the paperwork, so I didn't receive it. Fast forward to 12/18, I tried to setup an account for the ******** *** and kept getting errors. I called to get the *** system set up and I was told that the wrong email address was in their system. I tried to register for my Honda Financial Services account online. When I entered my VIN #, email, last four of my social, and zip the system said that my account could not be verified. My name, address, vehicle information, and phone number were linked to an incorrect email address for 3 different companies: ********* ***, ********, & Honda Financial Services. As far as I know, my personal identifiable information was shared with a complete stranger without my consent. I tried to rectify the situation as soon as I found out about it (12/9 & 12/11). Gerald Jones Honda has put me at risk for identity theft. I demand the ******** maintenance and care plan be cancelled.

  Business Response

  Date: 01/04/2024

  Thank you for reaching out to us regarding the cancellation of your product. We appreciate your willingness to cooperate with our cancellation process.
  We understand that there may be certain products that cannot be canceled due to specific policies or circumstances. Rest assured, our team is here to assist you in any way possible. Our manager will be happy to go over these details with you and provide further guidance.
  Please feel free to visit our location at your earliest convenience, and our manager will be available to discuss your specific situation and address any questions or concerns you may have.

• Initial Complaint

  Date:09/15/2023

  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.

  Business has refused to acknowledge they have failed to honor agreement to rotate/balance tires when it was requested and it was safe to do so.

  Business Response

  Date: 10/09/2023

  
  Mr. ***** *********

  I deeply regret to hear about the issues you faced with our service. Please accept our sincerest apologies for any inconvenience you may have experienced.
  At Gerald Jones Honda, we strive to provide the best service possible, and it's clear we fell short in this instance. I would greatly appreciate the opportunity to discuss this matter with you personally to address your concerns and find a resolution.
  When you visit our location, please ask for either myself, Robbie N*****, the General Manager, or Andy A*******, our Service Manager. We are both committed to ensuring your satisfaction and hope to speak with you soon.
  Thank you for bringing this to our attention, and we look forward to resolving this matter to your satisfaction.

  
  Warm regards,

  Robbie N***** General Manager

  Gerald Jones Honda

   

• Initial Complaint

  Date:10/10/2022

  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.

  We bought our 2022 Hond ***** over the summer, brand new off the lot, and since we bought it the fuel door does not stay open when we fill it with gas. We took it in for it's first oil change since it is "on the dealer" and asked them to take a look at the fuel door and why it wont' stay open. We were told that it's bent and it's going to cost us $175 for a **** diagnostic fee plus the $65 it would cost to fix it. We were told that they didn't do it, that there was no way it came from the factory that way, but the sales guy put gas in it before we drove it off the lot. Whose to say he didn't do it even though he said it wasn't him. We have had this problem every single time we've put gas in since we bought it but they won't stand behind a brand new vehicle we bought this way. The only way we would have noticed it the very first day is if we had put gas in that night and we did not. This is just one more problem with the service department on top of everything else we've had with Gerald Jones. This will be our last issue since we will take our vehicle purchases elsewhere and we will not take it back to this dealership ever again. The service manager does not give repeat customers the benefit of hte doubt. All that would have been nice is don't charge us for the 2 second diagnostic on a fuel door that won't stay open and say it will cost you $65 to get it fixed. That would have been a great meet in the middle but this dealership does not worth that way. Gerald Jones is accusing us of bending a fuel door to the point it needs replacing. WE are a very responsible mature couple that make decent money and would own up to something we did, but you can't even back your own product. How sad is that?? Extremely! And now we have to go pay $175 to even get our vehicle that took 2 seconds to look at.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/11) */ Thank you for bringing this to my attention please bring your vehicle in so I can inspect it and see what parts need to be ordered and if it's something that will require painting. I will do everything I can to assist you in the cost of the repair. Robbie N******** Consumer Response /* (2000, 7, 2022/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you, and please let us know the best way to contact Mr. N*****.