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.

  On January 29, 2025, I leased a Honda Prologue from Honda Carland in *******, **. Within a week, the vehicle displayed multiple braking system failure warnings, including Braking system failure and Brake assist failure. One-pedal driving became unavailable, and the brakes failed completely, causing the car to roll uncontrollably before stopping.I had the vehicle towed to the dealership, where they diagnosed a loose connector from assembly and assured me the issue was fixed. However, a week later, the same brake failure occurred again, requiring another tow. This time, the dealership diagnosed a faulty brake master unit, a more complex problem, and replaced it.On February 19, 2025, I attempted to return the vehicle, but Service Advisor ***** ********* insisted I had no choice but to take it back, stating, This is no longer Carlands problem but a situation between you and Honda.Considering the brakes are the most critical component of any vehicle, the Carland Service Team's lack of knowledge, negligence, and miscommunication, combined with the fact that they leased me a nonoperational vehicle, have prevented me from driving basically since the day I leased it.After researching online, I discovered similar complaints, including in the ***** database, suggesting this may be a widespread issue with 2024 Honda Prologue vehicles. Total brake failure in any vehicle is a severe safety hazard that puts lives at risk. Hence, I have filed an official claim with the ***** to investigate this defect before it causes injuries or fatalities (attached).Therefore, I respectfully request the BBBs prompt mediation to resolve this matter with the urgency it deserves.

  

  Business Response

  Date: 03/09/2025

  Good afternoon, I believe, if memory serves this vehicle was repaired under factory warranty. Please enlighten me on the refund request for ******* dollars? What would that be for? Have u filed your complaint with American Honda as of yet?

• Initial Complaint

  Date:07/11/2024

  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 Honda Civic in 2020 from Honda Carland, it was a 2017 in the color white diamond ****** At the time of purchase, it was not disclosed to us that there were recalls and lawsuits related to paint peeling in this color. This car has been rarely used, it was a grocery driver during the pandemic and to date it only has 55k miles on it, but we began to notice significant paint peeling in large chunks around the back window. We took the car in to a Honda dealership for service where the service department noted that the peeling was unusual and in line with the other recall cars, and requested we file with the warranty department. That department has now declined our appeals on multiple occasions, despite us seeking second opinions from body work shops. It was deceptive to sell us this car without any sort of warning regarding the paint, and its a failing of customer care to not simply remedy the issue. We understand that bad paint happens, were simply asking that Honda restore the paint job to a standard condition in one of its authorized bodywork shops.

  

  Business Response

  Date: 07/25/2024

  i HAVE REACHED OUT TO GUEST DIRECTLY THRU THE ****** 7-25-2024)THAT WAS PROVIDED AND WAITING FOR THEM TO ANSWER SOME QUESTIONS I HAD AND PROVIDE ANY DOCUMENETAION THEY HAVE FROM WHAT THEY HAVE DONE TO THE *** THE PAST 4 YEARS OF OWNERSHIP AND WHAT Honda STORE THEY FILED THERE CLAIM WITH. I AM WAITING ON THEIR RESPONSE 

• Initial Complaint

  Date:05/14/2024

  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.

  This is back in December 2023, i was living in *******, trying to negotiate a car for my daughter in *************, Ga. a sell rep. name *********************** and i agreed a price $32500 drive out. I told my daughter to bring her car for trade in and i gave her a check for down payment. I even told them not to sell my daughter anything. I been helping her making payments. but not realize she been a victim of unethical sales practice of Honda of Carland add $5000 to her for warranty without she even knowing. they told her to sign and bc of excitement and not reading today i found out about it and seek for help for my daughter

  

  Business Response

  Date: 05/31/2024

  Approximately 2 weeks ago I responded to this guest via there same ****** review complaint, they stated we took advantage of their daughter, which we do NOT practice business like that. I told them they could cancel the warranty of they needed too. I would need the current mileage on the vehicle the daughter bought and what it is with the vin number, What is unusual approx. 2 weeks ago I believe the ****** that are complaining about this purchased a new Van from us and never talked about this at all, unless it was a totally different ****** family. My email is **********************************

• Initial Complaint

  Date:08/23/2023

  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 purchased a 2021 Lexus GX 460 on 11/28/2022. At purchase the dealership suggested I purchase the interior and exterior vehicle coatings at a cost of $******. I elected the option. I was informed that the dealership would need to schedule the applications. I contacted the dealership ***** to schedule. However, due to weather and scheduling the applications did not occur. In February and April of 2023 I visited the dealership to discuss with ***** the application. ***** was again on vacation. I was informed again to contact *****. In June 2023, I again went to Honda Carland and spoke with ***** to inform him that I wanted a refund since the applications were not applied. We met with the Internet Manager, ************************ who informed me that I would not receive a refund for services that WERE NOT PROVIDED. I sent letters to the Sales, Finance and General Manager with no response or acknowledgment of my concerns or letters. I want a full refund of ****** plus interest at 6% to resolve this matter.

  

  Business Response

  Date: 09/01/2023

  We have refunded the full price of $899.00 for the Paint and Fabric.  Due to the fact that there is a lien on the vehicle we issued the refund to the lienholder, Vystar.  I have attached a copy of the refund check which Vystar cashed on 06/07/2023.  Please let me know if you have any further questions.  Thank you.

• Initial Complaint

  Date:02/13/2023

  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 purchased and traded in a vehicle on January 24, 2023 and signed all purchase documents. Purchased a 2020 Honda PIlot (*****************) and traded in a 2017 ***** CX5 (JM3KFADL7H01712149).Unfortunately, we are now 20 days into the date of signing documents with the trade in and purchase of these vehicles. CarMax, the finance company for the 2017 ***** has yet to receive payment for the trade in which has been in the possession of Honda Carland since 1/24/2023 and is now currently for sale. I have submitted all required documents to both VyStar and Honda Carland. I have complied with all text, emails, and phone calls and have kept a log of all communications. CarMAx the current finance company for the 2017 ***** CX5 has not received a payment. I am truly concerned about getting a negative remark on my credit report due to a missed payment. Also worried about getting in trouble with the law because details of this transaction have not been sent to ******************** yet or the department of motor vehicles. I am concerned that my two young children will have to see this if I were to get pulled over and the registration and insurance are not updated.I have tried contacting Arusha Hunter (Ru Hunter) at Honda Carland in **********, ** several times via email and text to understand the situation and have not received any form of communication. If needed I am happy to send proof of ALL forms of contact between all representatives and myself. This joyous transaction has turned into frustration and caused myself and husband alot of stress. Your Prompt attention to this situation is truly appreciated. Feel free to contact me via email, text or phone if additional information is needed. Thank you *********************************** ************

  

  Business Response

  Date: 02/14/2023

  spoke with ********************* 2-14-203 at 320pm. I reassured her the payoff on her vehicle has been made as of today and i will send her a copy of that check as proof. I told her i would follow up with her to make sure she was comfortable and more at ease. I apologized for the lack of communication between the business manager ru hunter and her as our guest 

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19396911
  
  I am rejecting this response because: I incurred additional finance charges as well as late fees

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

  

  Business Response

  Date: 02/15/2023

  i am reviewing the check we overnighted for ********* to ******************* and will review the differences and get back to u 

  Customer Answer

  Date: 02/16/2023

   
  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. Thank you to *********************** for all his assistance
  
  Sincerely,
  
  *********************************